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Joe's Datacenter maintenance
| Posted by nixcom, 08-14-2011, 10:30 AM |
Hi,
Is there any news on the maintenance? It was supposed to be a downtime of 2 hours but it seems to take a lot of time...
Am I the only one that have no access to my server?
Thanks! |
| Posted by JOEsDC, 08-14-2011, 01:01 PM |
Quote:
|
Originally Posted by nixcom
Hi,
Is there any news on the maintenance? It was supposed to be a downtime of 2 hours but it seems to take a lot of time...
Am I the only one that have no access to my server?
Thanks!
|
The maintenance was over early this morning be sure to put a ticket in so one of the techs can look into it. |
| Posted by nixcom, 08-14-2011, 01:11 PM |
|
My provider sent you a 911 ticket... This is the server that has new heatsinc and ram... |
| Posted by lobrc, 08-14-2011, 01:30 PM |
My VPS with them is up  |
| Posted by nixcom, 08-14-2011, 05:20 PM |
around 15 hours down. They answered our 911 ticket telling they were checking into the server and got no news for about 4 hours. I got a lot of customers waiting and got nothing to tell.
We asked to add some ram and a new heatsinc, if it doesn't boot after an upgrade, you remove parts and try it separately to see what's causing the issue. It doesn't take more than an hour to do that.
On that call Joe's, you miss the boat. |
| Posted by WootWoot, 08-14-2011, 06:45 PM |
This situation is completely ridiculous. Joe's support is, apparently, non-existent, today.
We've asked Joe's staff to install additional sticks of RAM, in Martin's (nixcom) server, and replace the existing CPU's heatsink shortly after, before or during their planned maintenance, yesterday night (2AM to 4AM). We chose this moment to minimize as much as possible any downtime... Thankfully, they performed the remote hands as scheduled but, while they did racked the server, it didn't came back online.
Until now, Martin's server (thus all his customers on this node) has been down for over 16 hours. We notified Joe's over 6 hours ago about the issue, through a 911 ticket, and, so far, we only received a single reply stating that the server is "locked up during boot" and that they're "going to put it on the bench and do some hardware tests". Hours later, we tried opening a second (non-911) ticket thinking it should have been assigned to a technician rather than Joe himself, but it has been closed in a matter of minutes, without any reply.
It took an hour and this thread's creation to have a first reply to the 911 ticket and, so far, we're not even sure if they attempted to fix the problem. Naturally, the server was working perfectly fine before the remote hands taken place.
We're completely helpless and, even though we'd want to move the server elsewhere or transfer the hard drives into another server, it seems impossible to reach Joe's at the moment.
In Joe's defense, I got to say that, during those ~5 months we've been with them, support (and especially technical support and remote hands) have been quite remarkable. It looks like they're simply overwhelmed by their maintenance but, nonetheless, 6 / 16 hours is completely unacceptable. |
| Posted by nixcom, 08-14-2011, 07:13 PM |
Our server is now up and running.
Thank you to Joe's support. |
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