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Downtownhost EU1 server down
| Posted by aux, 05-01-2012, 11:32 AM |
Downtownhost's EU1 server has been down for 6+ hours. No communication to the users for the extended downtime, chat is offline, nothing in the Latest News section on their website, just the hyperspin network status shows the server down. Not a good start of the month.
I assume that it is a serious problem, but an email to the users or announcement on the website is more than necessary for such a long downtime. Too bad that I have more than 6 months prepaid. They were good in the beginning but that server has been having all sorts of issues in the last couple of months.
Edit: the DNS servers seem to be hosted on the same box or nearby, and are down too. Maybe because of that CloudFlare (the basic free service that doesn't handle DNS) can't kick in. CPanel is down too. |
| Posted by aux, 05-02-2012, 02:14 AM |
https://www.downtownhost.com/helpdesk/index.php?_m=news&_a=viewnews&newsid=129
Quote:
Problems on Server in Europe
Posted By: Diego Miramoa On: 02 May 2012 12:20 AM
Details Shared and VPS server in Europe
The datacenter accidentaly unplugged the servers, we are working with the people there trying to recover everything back as it was before their mistake.
We really sorry about all this problems and appreciate your patience on this metter
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21+ hrs downtime, not good. |
| Posted by aux, 05-02-2012, 02:57 AM |
And just like that it's up now. Almost a day of downtime  |
| Posted by aux, 05-03-2012, 01:28 AM |
And down again. 7+ hours.
No communication from Downtown host for the new downtime. |
| Posted by mdrussell, 05-03-2012, 03:22 AM |
Quote:
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Originally Posted by aux
And down again. 7+ hours.
No communication from Downtown host for the new downtime.
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If this is the case, surely it's time to consider alternative providers? |
| Posted by aux, 05-03-2012, 05:25 AM |
Quote:
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Originally Posted by mdrussell
If this is the case, surely it's time to consider alternative providers?
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If I were hosting higher-profile websites there, I would have left long time ago.
The issue is that I stupidly prepaid for a long term because they seemed to be a reliable host. Their other servers seem fine, at least in terms of uptime, but they are having issues with the EU1 server for a long time. |
| Posted by AzaraT, 05-03-2012, 07:13 AM |
Yeah I have an account there as well, and moving as soon as possible. They are currently migrating all accounts to a new server FYI.
They are unwilling to provide me with a backup while this happens. Surely I thought it would be possible to fetch a backup from R1Soft (http://www.webhostingtalk.com/showth...21#post8102321 ?) but they say it's not possible when the server is down...
Also they do provide pro-rated refunds so it shouldn't be a problem to get your prepaid money back  |
| Posted by aux, 05-03-2012, 08:23 AM |
It seems that they were shut down intentionally by the datacenter, and not by mistake. I don't think that a mistake like this could happen twice in 2-3 days.
I know that s#@! happens, but the lack of communication is concerning. I'm out too. |
| Posted by AzaraT, 05-03-2012, 09:28 AM |
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yeah the lack of communication is indeed the real issue here. Downtime happens, but they haven't handled it very well at all. |
| Posted by bobbyrabbit, 05-03-2012, 11:53 AM |
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I have been really pleased with downtownhost for the last 18 months. The uptime has been superb and I have always found support ticket times very quick. Over the last few months the EU1 server has got progressively slow though. I'm getting very disillusioned with web hosts at the moment. |
| Posted by aux, 05-03-2012, 12:57 PM |
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And now the hyporspin report shows EU1 as up, but my site is down. Perhaps they changed servers, but didn't set everything yet. |
| Posted by AzaraT, 05-03-2012, 12:59 PM |
Quote:
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Originally Posted by aux
And now the hyporspin report shows EU1 as up, but my site is down. Perhaps they changed servers, but didn't set everything yet.
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The last update I got from them (via support ticket) was that they wanted to migrate to a new server, however last night the old server stopped working, so the migration did not finish and now they're working on getting the old server to work again.... |
| Posted by aux, 05-03-2012, 01:20 PM |
Quote:
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Originally Posted by AzaraT
The last update I got from them (via support ticket) was that they wanted to migrate to a new server, however last night the old server stopped working, so the migration did not finish and now they're working on getting the old server to work again....
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Thanks for that update. |
| Posted by bobbyrabbit, 05-03-2012, 01:36 PM |
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Can login to cPanel via IP address |
| Posted by AzaraT, 05-03-2012, 06:23 PM |
yeah seems like they've moved away from Leaseweb to InfiniteTech.eu, I'm doing a backup as fast as I can as I can now login  |
| Posted by bobbyrabbit, 05-04-2012, 03:14 AM |
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The server is up, why can't they get our domains pointing to the server. I'll have to transfer out today. More uneccessary work. What infuriates me with these companies is that they can't keep you up to date with progress. Downtownhost is not a low end company, well in my eyes you certainly are now. |
| Posted by AzaraT, 05-04-2012, 05:13 AM |
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Yeah Im still waiting to get my MySQL databases backed up, which is not possible yet, very annoying. I could backup all the other files, but the MySQL server cPanel claims is not running....... |
| Posted by OConner, 05-04-2012, 09:22 AM |
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My website is also located at the EU1 server. I am also backing up my website ASAP. |
| Posted by bobbyrabbit, 05-04-2012, 09:24 AM |
Quote:
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Originally Posted by OConner
My website is also located at the EU1 server. I am also backing up my website ASAP.
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Still no access I'm afraid. |
| Posted by Jedito, 05-04-2012, 07:56 PM |
I can't say enough how miserably we failed here. We are working on this, and I'll post the full history after that we finish with the solution, this caught me on my first vacations in over 11 years, with my notebook stolen at the airport, working with a cell phone modem, and a lot of more troubles. I know that many of our customers are pissed off and we deserve every single critic that we got here, indeed, we were unable to handle a crisis like this as we wanted. I wont post excuses, nor blame to others about what happened since is our (or to be fair, MY) responsibility to choose the companies with we are working and who failed to me in this case.
Just want to say that I'm truly sorry and that we have all our techs working since the day one on this, unfortunately our access to fix the kind of problems that raised here very limited and we depend of others who showed a total lack of respect to our business, customers and to me in particular. |
| Posted by aspire1, 05-05-2012, 12:24 AM |
Quote:
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Originally Posted by Jedito
I can't say enough how miserably we failed here. We are working on this, and I'll post the full history after that we finish with the solution, this caught me on my first vacations in over 11 years, with my notebook stolen at the airport, working with a cell phone modem, and a lot of more troubles. I know that many of our customers are pissed off and we deserve every single critic that we got here, indeed, we were unable to handle a crisis like this as we wanted. I wont post excuses, nor blame to others about what happened since is our (or to be fair, MY) responsibility to choose the companies with we are working and who failed to me in this case.
Just want to say that I'm truly sorry and that we have all our techs working since the day one on this, unfortunately our access to fix the kind of problems that raised here very limited and we depend of others who showed a total lack of respect to our business, customers and to me in particular.
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Any timeline on the Ninjalion servers, please ? They are down too for 3 days now with no updates, whatsoever. |
| Posted by pom99, 05-05-2012, 03:11 AM |
Quote:
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Originally Posted by Jedito
I can't say enough how miserably we failed here. We are working on this, and I'll post the full history after that we finish with the solution, this caught me on my first vacations in over 11 years, with my notebook stolen at the airport, working with a cell phone modem, and a lot of more troubles. I know that many of our customers are pissed off and we deserve every single critic that we got here, indeed, we were unable to handle a crisis like this as we wanted. I wont post excuses, nor blame to others about what happened since is our (or to be fair, MY) responsibility to choose the companies with we are working and who failed to me in this case.
Just want to say that I'm truly sorry and that we have all our techs working since the day one on this, unfortunately our access to fix the kind of problems that raised here very limited and we depend of others who showed a total lack of respect to our business, customers and to me in particular.
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I do not doubt your sincerity but...well..the least you could have done was to tell us what was going on earlier instead of appearing here so late in the day. You have lost me as a customer. |
| Posted by kingcobra85, 05-05-2012, 10:30 AM |
Quote:
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Originally Posted by pom99
I do not doubt your sincerity but...well..the least you could have done was to tell us what was going on earlier instead of appearing here so late in the day. You have lost me as a customer.
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Add me to the list |
| Posted by Henrik, 05-05-2012, 01:15 PM |
Quote:
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Originally Posted by aspire1
Any timeline on the Ninjalion servers, please ? They are down too for 3 days now with no updates, whatsoever.
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Does this include all the NinjaLion servers? |
| Posted by Curt Monash, 05-05-2012, 04:10 PM |
Quote:
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Originally Posted by Jedito
I can't say enough how miserably we failed here. We are working on this, and I'll post the full history after that we finish with the solution, this caught me on my first vacations in over 11 years, with my notebook stolen at the airport, working with a cell phone modem, and a lot of more troubles. I know that many of our customers are pissed off and we deserve every single critic that we got here, indeed, we were unable to handle a crisis like this as we wanted. I wont post excuses, nor blame to others about what happened since is our (or to be fair, MY) responsibility to choose the companies with we are working and who failed to me in this case.
Just want to say that I'm truly sorry and that we have all our techs working since the day one on this, unfortunately our access to fix the kind of problems that raised here very limited and we depend of others who showed a total lack of respect to our business, customers and to me in particular.
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It's not just Europe. I've had huge problems the past couple of days, after lesser problems the past few weeks, with my domestic account. I'm sorry for your problems. I know from experience that you take service very seriously. But things generally have been getting a little out of control. |
| Posted by webboggles, 05-05-2012, 07:32 PM |
Quote:
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Originally Posted by Jedito
I can't say enough how miserably we failed here. We are working on this, and I'll post the full history after that we finish with the solution, this caught me on my first vacations in over 11 years, with my notebook stolen at the airport, working with a cell phone modem, and a lot of more troubles. I know that many of our customers are pissed off and we deserve every single critic that we got here, indeed, we were unable to handle a crisis like this as we wanted. I wont post excuses, nor blame to others about what happened since is our (or to be fair, MY) responsibility to choose the companies with we are working and who failed to me in this case.
Just want to say that I'm truly sorry and that we have all our techs working since the day one on this, unfortunately our access to fix the kind of problems that raised here very limited and we depend of others who showed a total lack of respect to our business, customers and to me in particular.
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Seriously, the support is still a joke! In all the time the site was down this week you could ship a new server around the world a couple of times |
| Posted by Jedito, 05-05-2012, 07:35 PM |
Quote:
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Originally Posted by Curt Monash
It's not just Europe. I've had huge problems the past couple of days, after lesser problems the past few weeks, with my domestic account. I'm sorry for your problems. I know from experience that you take service very seriously. But things generally have been getting a little out of control.
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Curt, on the server on where you are, your account is the one using more resources than the 70% of all the other accounts all together, I think that we already touched this issue before, I'm not handling your support tickets now, but there's one of your account that often get flooded with visits and for some reason, WP-Supercache is disabled after a short time of being working. |
| Posted by Jedito, 05-05-2012, 07:39 PM |
Quote:
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Originally Posted by webboggles
Seriously, the support is still a joke! In all the time the site was down this week you could ship a new server around the world a couple of times
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Actually, that's what we did, the problem is that we had to migrate the accounts from one server to another, and if the datacenter does not help too much is something very hard to accomplish, specially when they cut you when you are moving the accounts and leave your old server unplugged for 24 hours periods.
At this moment all the accounts are moved, if you are still facing problems, please PM me here. |
| Posted by webboggles, 05-05-2012, 07:46 PM |
Quote:
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Originally Posted by Jedito
Actually, that's what we did, the problem is that we had to migrate the accounts from one server to another, and if the datacenter does not help too much is something very hard to accomplish, specially when they cut you when you are moving the accounts and leave your old server unplugged for 24 hours periods.
At this moment all the accounts are moved, if you are still facing problems, please PM me here.
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My ticket id in helpdesk is DLD-762947
I've asked for an account on a US server and spent all day getting the files etc onto there and it was all working until couple of hours ago I'm just getting a cpanel/apache welcome message and a 404 if I try to access any files directly. |
| Posted by pl25, 05-06-2012, 12:34 AM |
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Originally Posted by Jedito
...
At this moment all the accounts are moved, if you are still facing problems, please PM me here.
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I can't sent you a PM as I am new here, but please check ticket GNJ-879638. My main domain is up, but the rest are showing the cpanel default page. |
| Posted by aux, 05-06-2012, 04:13 AM |
I moved out soon after the second downtime instance started. Just out of curiosity decided to check if the DNS servers are still on the same box or nearby after they moved the server, and it seems that they are, as eu1. and eu2.downtownhost.com have consecutive IP addresses. So much for redundancy.
As I noted in my original post, the box being down resulted in DNS servers being down which defeats the purpose of CloudFlare that Downtownhost offers through CPanel (I understand that it is a standard Cpanel option).
@Jedito: Why don't you use some of your US servers for a secondary or tertiary DNS? or an off-network DNS server? for example a VPS somewhere |
| Posted by pl25, 05-06-2012, 04:29 AM |
Quote:
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Originally Posted by Jedito
...
At this moment all the accounts are moved, if you are still facing problems, please PM me here.
Quote:
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Originally Posted by pl25
I can't sent you a PM as I am new here, but please check ticket GNJ-879638. My main domain is up, but the rest are showing the cpanel default page.
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Update -- just got response from support, they are still working on it and would post announcement when it is done.
I guess "accounts moved" doesn't mean that everything is fixed; hopefully it would be fixed soon. |
| Posted by Curt Monash, 05-06-2012, 06:15 AM |
Quote:
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Originally Posted by Jedito
Curt, on the server on where you are, your account is the one using more resources than the 70% of all the other accounts all together, I think that we already touched this issue before, I'm not handling your support tickets now, but there's one of your account that often get flooded with visits and for some reason, WP-Supercache is disabled after a short time of being working.
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Jorge, That theory doesn't seem to mesh well with: * What my WordPress dashboards say. * What my Google Analytics says. * What my bandwidth usage is. * The new standard first response from your support folks to please give my IP address. But I'll admit to be being pretty uninformed about all this. Maybe 100s of page views per hour is a ridiculously high load. If so, I'm sorry. |
| Posted by Jedito, 05-06-2012, 07:15 PM |
Quote:
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Originally Posted by aux
I moved out soon after the second downtime instance started. Just out of curiosity decided to check if the DNS servers are still on the same box or nearby after they moved the server, and it seems that they are, as eu1. and eu2.downtownhost.com have consecutive IP addresses. So much for redundancy.
As I noted in my original post, the box being down resulted in DNS servers being down which defeats the purpose of CloudFlare that Downtownhost offers through CPanel (I understand that it is a standard Cpanel option).
@Jedito: Why don't you use some of your US servers for a secondary or tertiary DNS? or an off-network DNS server? for example a VPS somewhere
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What you suggest is useless when the whole server is down as happened now. What's the point of have DNS up if the server entirely is down? |
| Posted by Jedito, 05-06-2012, 07:16 PM |
Quote:
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Originally Posted by Curt Monash
Jorge, That theory doesn't seem to mesh well with: * What my WordPress dashboards say. * What my Google Analytics says. * What my bandwidth usage is. * The new standard first response from your support folks to please give my IP address. But I'll admit to be being pretty uninformed about all this. Maybe 100s of page views per hour is a ridiculously high load. If so, I'm sorry.
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No, is not 100 pages views per hour, sometimes there are over 50-70 PHP instances running just under your username, most of them in one site, but also distributed in different sites |
| Posted by AzaraT, 05-06-2012, 07:21 PM |
Quote:
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Originally Posted by Jedito
What you suggest is useless when the whole server is down as happened now. What's the point of have DNS up if the server entirely is down?
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I have to disagree. If the DNS was up at least we could have make you change our DNS zones to point at googles mailserver or something to at least have a functioning email (or for the people already using google apps, their mail would be working). Needless to say I changed my DNS servers for the domain to do this. |
| Posted by Curt Monash, 05-06-2012, 09:50 PM |
Quote:
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Originally Posted by Jedito
No, is not 100 pages views per hour, sometimes there are over 50-70 PHP instances running just under your username, most of them in one site, but also distributed in different sites
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Your otherwise excellent support has done very little to communicate which particular site that might be, when it happens, and so on. Instead, they suggest they don't think my sites are really down, even when I tell them I've checked across a couple very different internet routes. |
| Posted by aux, 05-07-2012, 12:05 AM |
Quote:
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Originally Posted by Jedito
What you suggest is useless when the whole server is down as happened now. What's the point of have DNS up if the server entirely is down?
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It is not useless as CloudFlare would have kicked in and served some version of the website. That's the point of CloudFlare that you offer, isn't it? But without working DNS, the domain won't be resolved, so CloudFlare doesn't have a chance. |
| Posted by pl25, 05-07-2012, 12:57 AM |
Quote:
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Originally Posted by pl25
I can't sent you a PM as I am new here, but please check ticket GNJ-879638. My main domain is up, but the rest are showing the cpanel default page.
Quote:
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Originally Posted by pl25
Update -- just got response from support, they are still working on it and would post announcement when it is done.
I guess "accounts moved" doesn't mean that everything is fixed; hopefully it would be fixed soon.
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And now the addon domains are no longer pointing to the default cpanel page, but to the main domain. An update about the current status would certainly help, I don't want to ask support every day "is it fixed yet?". |
| Posted by aspire1, 05-07-2012, 12:59 AM |
Ninjalion is still down for 5 days and Jedito and his team don't care to update
This puts a serious question mark on the intention of the promoters - Jedito - in this case.
Problems happen but you don't run away from it.
I have 2 accounts with Ninjalion and another one with downtown and this should be lesson for me to trust these guys. Tickets are unanswered. PM to Jedito too goes unattended.
Never had such a bad experience with any of the 50 odd hosting service providers in the last 5 years. |
| Posted by aspire1, 05-07-2012, 01:03 AM |
Quote:
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Originally Posted by Henrik
Does this include all the NinjaLion servers?
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Yes, all servers for 5-6 days now. |
| Posted by aux, 05-07-2012, 02:18 AM |
Quote:
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Originally Posted by aspire1
Ninjalion is still down for 5 days and Jedito and his team don't care to update
This puts a serious question mark on the intention of the promoters - Jedito - in this case.
Problems happen but you don't run away from it.
I have 2 accounts with Ninjalion and another one with downtown and this should be lesson for me to trust these guys. Tickets are unanswered. PM to Jedito too goes unattended.
Never had such a bad experience with any of the 50 odd hosting service providers in the last 5 years.
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Yes, the lack of communication is what is the real issue here. What they were thinking, that customers won't notice their sites being down for hours and now almost a week? S#@t happens, but how a host deals with it is what distinguishes the good ones from the rest. And that's why I left at the first (well, second) sign of trouble.
And finally, it is hard to build good reputation, but quite easy to ruin it. Sadly, this is what is happening here. I'd suggest that Jedito thinks very hard about how to compensate the remaining users, if any, on that server. One month of service free as per the uptime guarantee won't be enough, as almost a week of downtime is unheard of in the case of a host with 10+ years of history; it is more typical of a fly-by-night operation. |
| Posted by OConner, 05-07-2012, 02:31 AM |
My customers website has been down for an entire week and this also includes their email accounts.
DownTownHost could at least get the email up and running somehow.
This is a huge profit stealer and I am NOT happy with the situation.
Numerous ticket updates and still no useable answer or fix. |
| Posted by pom99, 05-07-2012, 09:46 AM |
So..All quiet on the DTH front...What's happening? Anyone has any news? My support ticket has remained unanswered for three days now. I am sure there are others like me too as I can see from above posts.
Mr Jedito can you see us or hear us? |
| Posted by pl25, 05-07-2012, 12:33 PM |
Quote:
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Originally Posted by pl25
Update -- just got response from support, they are still working on it and would post announcement when it is done.
I guess "accounts moved" doesn't mean that everything is fixed; hopefully it would be fixed soon.
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Had a chat with Support, the issue where addon domains are still pointing to the main domain is not fixed yet, they said they are working on it.
Something strange -- changes of the webcontent done in CPanel do not affect what content is served, i.e. I change a html file with Cpanel, but it never gets updated when accessing it with a browser. Maybe they changed the CPanel server and I am changing things on the old server? I tried domain.tld:2083, that should be the correct CPanel server, but it goes to the the same one as before. |
| Posted by Curt Monash, 05-07-2012, 01:29 PM |
Quote:
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Originally Posted by pom99
So..All quiet on the DTH front...What's happening? Anyone has any news? My support ticket has remained unanswered for three days now. I am sure there are others like me too as I can see from above posts.
Mr Jedito can you see us or hear us?
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All my sites are down again. Just sent in a ticket. |
| Posted by gdtechind, 05-07-2012, 02:04 PM |
pretty bad.
no updates from support staff.
i am not sure, maybe they don't want to host sites anymore. |
| Posted by Deny, 05-08-2012, 08:49 AM |
Quote:
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Originally Posted by Jedito
Actually, that's what we did, the problem is that we had to migrate the accounts from one server to another, and if the datacenter does not help too much is something very hard to accomplish, specially when they cut you when you are moving the accounts and leave your old server unplugged for 24 hours periods.
At this moment all the accounts are moved, if you are still facing problems, please PM me here.
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I missed your support here: http://www.webhostingtalk.com/showthread.php?t=1150910
Downtime is always problem but what was bigger problem at least for myself is lack of support and it is something which we are not accustomed to. |
| Posted by Curt Monash, 05-09-2012, 05:15 PM |
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Down again for me, after being up for a day or so. |
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