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Can't access Virpus Control Panel and some VPSes




Posted by Gnate3, 01-21-2011, 06:27 AM
Hello,

I'm unable to access https://manage.virpus.com/ (Virpus VPS Control Pannel) and one of my VPSes with Virpus for more than 1 hour now. No response from the support and can't get support via phone also.

Anyone having the same issues?
Posted by wst_dirk, 01-21-2011, 07:04 AM
I'm having the same issue. VPS is down for about 2 hours now (after an uptime of around 60 days). Got a response to my ticket after 45 minutes, saying they are working on it.
About the SolusVM that seems to be "known" already by them, see http://virpus.com/forum/showthread.php?p=493#post493
Posted by Gnate3, 01-21-2011, 07:09 AM
I also got a reply. Told that my VPS will be online shortly. 25 minutes passed. Still my VPS is offline.
Posted by xenbox, 01-21-2011, 07:19 AM
wait and be patients. maybe there is something wrong with virpus.
Posted by Gnate3, 01-21-2011, 07:24 AM
Downtime is more than 2 hours now.
Posted by kempes, 01-21-2011, 08:28 AM
The same here. My 2 VPSs with virpus are unreachable.
Posted by Gnate3, 01-21-2011, 08:37 AM
Downtime is more than 4 hours now :@
Posted by HocusPocus, 01-21-2011, 08:51 AM
My VPS is still up, but its returning pages really really slow (might as well be down). However the teamspeak server running on it, seems fine (although its very low usage).

One thing is that i can't SSH in, i've tried from 2 different IP's and both say the connection was closed immediately, is this because of the Solus VM issue? It was fine yesterday.
Posted by iBotPeaches, 01-21-2011, 08:59 AM
The news forum post said that SolusVM has failed.

http://virpus.com/forum/showthread.php?t=168


So, that sucks. There probably bogged down with 1,123,123 support requests, but thats understandable.

I live about 10 minutes from Kansas City, MO. I'm going to go help the guys out. Maybe they need some extra assistance.
Posted by VN-Ken, 01-21-2011, 10:17 AM
We will be updating our forum soon. The issue is far larger than our SolusVM going down. Once I have more information, I will make an official announcement.

I apologize for the inconvenience caused, and I will do my best to keep you updated.
Posted by SirMarcel, 01-21-2011, 10:19 AM
is any of the data lost?
Posted by VN-Ken, 01-21-2011, 10:23 AM
There has been data loss.
Posted by Gnate3, 01-21-2011, 11:27 AM
Any updates on the issue? Downtime is more than 6 hours now.
Posted by VN-Ken, 01-21-2011, 11:27 AM
Hello,

Please see http://virpus.com/forum/showthread.php?p=493
Posted by HocusPocus, 01-21-2011, 11:44 AM
Do i have to contact Virpus to get my VPS back up and running? From the information in the post it appears so, otherwise are Virpus going to offer a refund, as i paid up to a year.

What about the customers who don't visit Virpus/WHT forums, how will they be notified?
Posted by VN-Ken, 01-21-2011, 11:46 AM
We are sending notice now. We have over 2000 customers, so it will take at least 20 minutes for WHMCS to send the email to everyone.

As far as refunds go, I will comment on that soon, as I'm not quite sure yet. I'll need to speak with the rest of management.

You would contact our sales department so that we can re-create your VPS, and issue your credit.
Posted by HocusPocus, 01-21-2011, 11:57 AM
I've emailed Sales, with a copy of my original details so that i hope i can get the same IP's i was assigned, what is the estimated time it will take to recreate the VPS again.
Posted by SirMarcel, 01-21-2011, 11:59 AM
could you rephrase that please? are you saying you've just lost the information from 19 separate servers? all the data is lost, and you will have to to reimage all of the machines?
Posted by Dusty832, 01-21-2011, 12:12 PM
Since the post said it could take hours to fix everything I would think they are going too.
Posted by SirMarcel, 01-21-2011, 12:13 PM
I'd appreciate if you don't interfere with your speculations, and wait for Ken to clarify this.
Posted by Dusty832, 01-21-2011, 12:15 PM
Doesn't take a rocket scientist to comprehend what what wrote.
Posted by SirMarcel, 01-21-2011, 12:17 PM
could you go trolling somewhere else? I didn't ask you, nor this is your thread, nor your service, nor you have anything useful to say. several of my websites are affected, so again - don't interfere with your speculations. do you understand plain English?
Posted by VN-Ken, 01-21-2011, 12:22 PM
Yes, all data on 18 of the 19 servers that have been compromised are gone. The only one that we're sure we will be able to revive is ovz-willett.
Posted by Dusty832, 01-21-2011, 12:23 PM
Please go read the definition of a "troll", I was merely stating a fact.

I am in fact waiting on Virpus to get their problems solved, so I can confidently purchase two vps, that I had planned buy today.

I was simply stating a fact, and you decided to get uptight about it.
Posted by hider, 01-21-2011, 12:28 PM
I can't believe this happened. Personally, I don't know what I'll do. I'd like to stay with Virpus, but I'm not sure if I can take this happening again.

I didn't have any important files on my VPS, whew. I'm having a hard time believing that a security breach took down 19 servers.
Posted by shamittomar, 01-21-2011, 12:29 PM
My Virpus VPS is down for about 2 hours. Now, I have just got the official email from Virpus (Kenneth):

Dear xxxxxxxxxx,

We regret to inform you that Virpus has had a security breach in our network, which has caused ~19 servers to have complete or partial data loss. There is only one server that has had partial data loss.

The list of nodes is as follows:

masi
hale
anderson
george
murphy
gemini
glacier
titan
willett (partial - VM's are still running)
capricorn
clix
valarius
barksdale
robles
goss
olsen
wright
lang
royal

We know how the culprit(s) gained access and have recorded their IP's. The point of attack has been cured. Virpus will be undergoing a complete security revamp in every aspect and will bring in a third party security expert to assist.

Virpus will offer any customers who are on these nodes who wish to resume services a 2 month credit on their services with us due to this. If you wish to get services again, please open a ticket with Sales and we will reprovision your VPS. You will be allocated IP addresses different than those you were originally assigned. For those who do not want to continue, we will be able to offer partial refunds for those who have prpaid their accounts. Please work with our Sales Department to make such arrangements.

I have helped build this company from the ground up, and it is especially painful for me to see such an event. You can rest assured that we are taking every measure possible to prevent an event like this from happening again.

I would like to apologize to our customers for this, and hope that we can move forward. This hurts both our customers and us as a company, and we will try to pursue all possible legal ways to find who did this and prosecute them to the fullest extent of the law.

Thank you,

Kenneth Odem, CEO
Virpus Networks, Inc.

-----------------------------------------------

My VPS was hosted on one of these nodes and all my sites are gone. All DNS records, everything. I am screwed. My data backup is about two weeks old and Virpus is apparently not having any backup either. Don't know what to do. I think I am getting a heart attack.
Posted by SirMarcel, 01-21-2011, 12:31 PM
what percentage of all your servers this represents?
Posted by VN-Ken, 01-21-2011, 12:33 PM
Quote:
Originally Posted by hider
I can't believe this happened. Personally, I don't know what I'll do. I'd like to stay with Virpus, but I'm not sure if I can take this happening again.

I didn't have any important files on my VPS, whew. I'm having a hard time believing that a security breach took down 19 servers.
Believe me I understand your concerns. However, I can only tell you what has been done, and what is going to be done. And that is we've cured the point of attack, and will be restructuring our entire network.

We always encourage our users to take their own backups as ours relies on 3rd party software to be operational.

A good source is bqbackups.com or rsyncpalace.com which come fairly cheap.
Posted by VN-Ken, 01-21-2011, 12:34 PM
Quote:
Originally Posted by SirMarcel
what percentage of all your servers this represents?
Less than half.
Posted by Bahawolf, 01-21-2011, 12:36 PM
I'm sorry to hear about your loss.

You may not be able to retrieve the lost data, but be sure to put in measures to prevent this from happening again.
Posted by Bernardoo, 01-21-2011, 12:37 PM
You should always keep ofsite backups, this is a normal procedure, you can't relay on company's backups.

Things like this happend we are on internet, and the only thing you can do is move on, use your 2 weeks old backup and thats all you can do!

Learn the lesson to make backups regulary next time!
Posted by slowdive, 01-21-2011, 12:39 PM
My server is gone too. I have to say I feel very sad that someone out there thinks it's amusing to hack peoples' servers like this. Luckily I've not lost any data but many will be badly affected by this. I feel for Virpus too since many of their customers will now move away and stay away.
Posted by IGobyTerry, 01-21-2011, 12:41 PM
Sounds like an absolute nightmare situation. That's a lot of servers to have data loss as well. Were they running a centralized storage solution or did the culprits gain access to each individual node?

Wish you and Virpus the best at recovering from this!
Posted by iTom, 01-21-2011, 12:42 PM
wow that really sucks, can happen to even the best.
Posted by Autumn Networks - Joe, 01-21-2011, 12:42 PM
I would like to know, was any data downloaded from your servers? I mainly use this as part of a DNS cluster however before continuing service, I would like to know in what fashion the data was compromised.... I can certainly understand and appreciate the position you are in however I also want to be sure of the extent of the damages. Thanks much for your time in answering this.
Posted by shamittomar, 01-21-2011, 12:43 PM
Quote:
Originally Posted by Bernardoo
You should always keep ofsite backups, this is a normal procedure, you can't relay on company's backups.

Things like this happend we are on internet, and the only thing you can do is move on, use your 2 weeks old backup and thats all you can do!

Learn the lesson to make backups regulary next time!
Yes, you are right. But my emails were there too as I used it for email hosting too. What am I gonna do now
Posted by Letix, 01-21-2011, 12:44 PM
Which control panel does Virpus use ?

Solus ?
Posted by craig joe, 01-21-2011, 12:45 PM
wew it's so.... unbelievable!
i thought it was impossible for such an attack of security to destroy more than 10 nodes, but here we are!
Posted by shamittomar, 01-21-2011, 12:46 PM
Quote:
Originally Posted by Letix
Which control panel does Virpus use ?

Solus ?
DirectAdmin and cPanel both are used by them. I was on DirectAdmin.
Posted by dyna!, 01-21-2011, 12:47 PM
Quote:
Originally Posted by shamittomar
What am I gonna do now
Backup things that matter
Posted by iTom, 01-21-2011, 12:47 PM
Quote:
Originally Posted by shamittomar
DirectAdmin and cPanel both are used by them. I was on DirectAdmin.
I think he was meaning to manage the VPS, not the internal VM software for managing the services/sites.
Posted by shamittomar, 01-21-2011, 12:50 PM
Quote:
Originally Posted by iTom
I think he was meaning to manage the VPS, not the internal VM software for managing the services/sites.
OK. Well, they are having their own custom Admin System.
Posted by citricsquid, 01-21-2011, 12:50 PM
I have a VPS with Virpus (hadn't used it though, probably should cancel at some time, been paying for 6 months now...) so I figure I'm affected by this. For those asking, they do indeed use SolusVM for their backend management but the email I got states they know what caused it, so I highly suspect one of the people with admin access was phished, if it was a solus problem there'd be bitching on their forums I'm sure.

I wonder how I can find out which node I'm on. It does however appear SolusVM is now inaccessible ( https://manage.virpus.com ) however it's possible they moved, this was the URL I used when I signed up.
Posted by Hsunami, 01-21-2011, 12:50 PM
Quote:
Originally Posted by Letix
Which control panel does Virpus use ?

Solus ?
SolusVM.

10 char.
Posted by shamittomar, 01-21-2011, 12:53 PM
Quote:
Originally Posted by citricsquid
I have a VPS with Virpus (hadn't used it though, probably should cancel at some time, been paying for 6 months now...) so I figure I'm affected by this. For those asking, they do indeed use SolusVM for their backend management but the email I got states they know what caused it, so I highly suspect one of the people with admin access was phished, if it was a solus problem there'd be bitching on their forums I'm sure.

I wonder how I can find out which node I'm on.
If you can open your IP and can see anything, you are not on the 19 nodes affected.
Posted by Dougy, 01-21-2011, 12:54 PM
I bet it was a master control server hacked and they just used a ssh key to root everything.
Posted by windywinter, 01-21-2011, 01:00 PM
Well this sucks. Tommorrow is my scheduled backup day, though only configuration files are to be backuped (data files are with Dropbox now - what a wise decision I've made 4 days ago).
Posted by MikHo, 01-21-2011, 01:02 PM
Have you brought other nodes down aswell?

I have a vps with you that is not on any of the nodes you listed but its also down at the moment ... ticket is submitted.
Posted by VN-Ken, 01-21-2011, 01:03 PM
Quote:
Originally Posted by Autumn Networks - Joe
I would like to know, was any data downloaded from your servers? I mainly use this as part of a DNS cluster however before continuing service, I would like to know in what fashion the data was compromised.... I can certainly understand and appreciate the position you are in however I also want to be sure of the extent of the damages. Thanks much for your time in answering this.
Based off the flow of network traffic, I would have to conclude that no data was removed from the nodes. Additionally, they would not have had time to copy even one nodes worth of data.
Posted by tnhomestead, 01-21-2011, 01:04 PM
Got 2 VPS with them, looks like both down and cant even get through to sales. Glad one was a test server, but the other was real -- ouch!

Finally was able to get the sales form to come up to send them an email, service was good, but 19 nodes??
Posted by TheChal, 01-21-2011, 01:05 PM
I use Virpus for backups of my cPanel backups (You know default cpanel backup function) my node seems online fully though I dont know what its name is so I dont know if its been hacked.
Posted by vpsfan, 01-21-2011, 01:07 PM
I like Virpus Services. They are better and better. But this really sucks!
I am thinking of moving away, but I contact them via the ticket system to get further details, what they want to do to prevent this in the future.
Posted by Orien, 01-21-2011, 01:23 PM
Oof, that's never an easy email to send out to clients. It's unfortunate that there were no off-site backups available which wouldn't really minimize downtime but it'd definitely help people who had no backups of their data (which is a big NO-NO anyways). I also don't believe it was a vulnerability in SolusVM either.
Posted by kpmedia, 01-21-2011, 01:26 PM
Quote:
Originally Posted by shamittomar
But my emails were there too as I used it for email hosting too.
Always keep an Outlook backup ("leave mail on server" option ticked).
Or better yet, just use POP3.
Posted by windywinter, 01-21-2011, 01:31 PM
Well not everyone are able to afford offsite backups. Infact their low price and big disk space quota makes Virpus one of the best places for offsite backup. The other one is FDCServers of course.
Posted by viparmenia, 01-21-2011, 01:35 PM
Could it be some SolusVM global problem? As of I am using Axisnext which is also using SolusVM and since 3 Hours SolusVM of axisnext.com is down too and many sites hosted in axisnext.com's IP sector are also unreachable...
Posted by CyberHostPro, 01-21-2011, 01:36 PM
eeek Not good, I feel sorry for the guys at Virpus I bet thats been a PITA!
Posted by teck, 01-21-2011, 01:37 PM
Backup Management
Within SolusVM, you are able to use the Central Backup Tool to backup your VPS whenever you need to. Backups are stored on our offsite NAS system.


I guess neither existed...
Posted by Travis23, 01-21-2011, 01:38 PM
Basically Virpus just admitted to losing most of their clients. I'm glad I canceled last week and moved to another service due to having constant downtime. Goes to show how secure their nodes really were.
Posted by TheChal, 01-21-2011, 01:39 PM
Quote:
Originally Posted by Travis23
Basically Virpus just admitted to losing ALL their clients. I'm glad I canceled last week and moved to another service due to having constant downtime. Goes to show how secure their nodes really were.
I bought a $30 a year VPS with them on new year not sure if I should ask for a refund or not as I use it just for diskspace backup.
Posted by teck, 01-21-2011, 01:41 PM
All virpus is good for is offsite backups. That's what I use it for. No way will I ever run any production services on virpus.

My node was not one of the ones affected but if it was, I'll just seed another copy of my data. I feel for you if you ran critical/production services on your account.
Posted by windywinter, 01-21-2011, 01:42 PM
Unlikely. They said the point of attack has been cured. If it was caused by SolusVM, there wouldn't be anything they can do until SolusVM team respond.
Posted by Dustin Cisneros, 01-21-2011, 01:42 PM
Quote:
Originally Posted by iTom
wow that really sucks, can happen to even the best.
Tom, that's absolutely correct. I feel bad for them.
Posted by teck, 01-21-2011, 01:44 PM
The same sort of attack happened to another vps company last year.. the name escapes me now.
Posted by JackDavies768, 01-21-2011, 01:46 PM
Damn This is what i just recieved!

Quote:
We regret to inform you that Virpus has had a security breach in our network, which has caused ~19 servers to have complete or partial data loss. There is only one server that has had partial data loss.

The list of nodes is as follows:

masi
hale
anderson
george
murphy
gemini
glacier
titan
willett (partial - VM's are still running)
capricorn
clix
valarius
barksdale
robles
goss
olsen
wright
lang
royal

We know how the culprit(s) gained access and have recorded their IP's. The point of attack has been cured. Virpus will be undergoing a complete security revamp in every aspect and will bring in a third party security expert to assist.

Virpus will offer any customers who are on these nodes who wish to resume services a 2 month credit on their services with us due to this. If you wish to get services again, please open a ticket with Sales and we will reprovision your VPS. You will be allocated IP addresses different than those you were originally assigned. For those who do not want to continue, we will be able to offer partial refunds for those who have prpaid their accounts. Please work with our Sales Department to make such arrangements.

I have helped build this company from the ground up, and it is especially painful for me to see such an event. You can rest assured that we are taking every measure possible to prevent an event like this from happening again.

I would like to apologize to our customers for this, and hope that we can move forward. This hurts both our customers and us as a company, and we will try to pursue all possible legal ways to find who did this and prosecute them to the fullest extent of the law.

Thank you,

Kenneth Odem, CEO
Virpus Networks, Inc.
Posted by VN-Ken, 01-21-2011, 01:52 PM
SolusVM is back online.
Posted by shamittomar, 01-21-2011, 01:57 PM
Quote:
Originally Posted by teck
All virpus is good for is offsite backups. That's what I use it for. No way will I ever run any production services on virpus.

My node was not one of the ones affected but if it was, I'll just seed another copy of my data. I feel for you if you ran critical/production services on your account.
I had 99.5% of uptime with them (checked with Pingdom) and never had any problem regarding performance. So, I hosted my main websites on it. Now, I am screwed. Never been this screwed in my life yet.
Posted by JSCL, 01-21-2011, 02:00 PM
De ja vu.

Let's hope it's not a Vaserv!
Posted by lobrc, 01-21-2011, 02:05 PM
Wow, that's bad. Was just looking a their VPSs the other day. Anyone found any good alternatives for around the same price?
Posted by windywinter, 01-21-2011, 02:07 PM
Quote:
Originally Posted by shamittomar
I had 99.5% of uptime with them (checked with Pingdom) and never had any problem regarding performance. So, I hosted my main websites on it. Now, I am screwed. Never been this screwed in my life yet.
I think the most screwed experience is:
1. The datacenter had a power outage.
2. Hardriver failed and I was moved to a backup driver temporarily.
3. The backup driver failed too.
4. The datacenter had a power outage again;
5. SAN collapsed, all data are wiped out.
--All happened in 3 months when I was with RapidXen.
Posted by VN-Ken, 01-21-2011, 02:07 PM
Quote:
Originally Posted by Travis23
Basically Virpus just admitted to losing most of their clients. I'm glad I canceled last week and moved to another service due to having constant downtime. Goes to show how secure their nodes really were.
Most would mean majority, and although we have lost a lot, should each and every customer cancel who was effected, then even still it would only be about a quarter of our client base. We are here to stay.

@teck -

SolusVM includes the central backup tool, which is currently not functioning. Our backup services are reliant on SolusVM's backup solution to work. They are supposed to be releasing a new central backup mechanism.
Posted by tnhomestead, 01-21-2011, 02:10 PM
I know you folks are swamped, but is there any estimate of a time frame to get the VPS that are down back up and running? Be very helpful as to what I do next! Thanks!
Posted by VN-Ken, 01-21-2011, 02:10 PM
Quote:
Originally Posted by windywinter
Unlikely. They said the point of attack has been cured. If it was caused by SolusVM, there wouldn't be anything they can do until SolusVM team respond.
Although SolusVM was effected, the issue itself is not reliant on SolusVM.
Posted by Karl_CLOOK, 01-21-2011, 02:11 PM
I read this, then I updated my passwords :-)

KeePass FTW!
Posted by VN-Ken, 01-21-2011, 02:12 PM
Would a mod please merge this thread with the one in outages...
Posted by VN-Ken, 01-21-2011, 02:14 PM
Quote:
Originally Posted by tnhomestead
I know you folks are swamped, but is there any estimate of a time frame to get the VPS that are down back up and running? Be very helpful as to what I do next! Thanks!
There is a lot of clean up to do as far as SolusVM and removing these nodes as well as backing up what VPS's were on each node, and what IP's were allocated.

We have a lot to go through, but within the next 2-3 hours we will be able to start putting VPS's back online, as we also have to reinstall the nodes.
Posted by ThatVPSGuy, 01-21-2011, 02:15 PM
I lost two out of fifteen servers, not terrible but as a reseller, not thrilling either. I just moved over to Virpus after some data problems with BurstNET and of course, my client who lost data over there lost data over here.

Ugh.
Posted by windywinter, 01-21-2011, 02:17 PM
Quote:
Originally Posted by VN-Ken
Would a mod please merge this thread with the one in outages...
Go back to help reprovisioning VPSes. Mine is still on hold
Posted by VN-Ken, 01-21-2011, 02:17 PM
Quote:
Originally Posted by ThatVPSGuy
I lost two out of fifteen servers, not terrible but as a reseller, not thrilling either. I just moved over to Virpus after some data problems with BurstNET and of course, my client who lost data over there lost data over here.

Ugh.
I am truly sorry for this. But I am glad that most of your VPS's were on our other nodes. Over time, we hope to rebuild your confidence in us in providing a stable service.
Posted by shamittomar, 01-21-2011, 02:18 PM
My VPS Gone too. All my sites gone.......

I am new here and posted it in VPS section:
http://www.webhostingtalk.com/showthread.php?t=1016017
Posted by techjr, 01-21-2011, 02:28 PM
Quote:
Originally Posted by VN-Ken
I am truly sorry for this. But I am glad that most of your VPS's were on our other nodes. Over time, we hope to rebuild your confidence in us in providing a stable service.
Mind stating what the exact exploit was so it does not affect others who may have similar security issues? Or at least a pm to me would be great.


The forum makes it look like solusvm so other users could probably benefit greatly from this issue.
Posted by VN-Ken, 01-21-2011, 02:35 PM
SolusVM had nothing to do with the hacking, although the hackers managed to delete it to possibly make it seem like it did.

A more detailed explanation will be provided once I get some time.
Posted by bbq2, 01-21-2011, 02:38 PM
This is a nightmare. It's a harsh lesson learned for me. Nothing against Ken or Virpus, though. **** happens.
Posted by ThatVPSGuy, 01-21-2011, 02:46 PM
I'd also like to know more on what happened as you know more.

As for regaining my confidence, the sooner you get to ticket 998680 the better.
Posted by iBotPeaches, 01-21-2011, 02:46 PM
Is there any possibility that the backup tool malfunctioning about 3 days ago was actually part of the compromise? That it was all planned to take both the nodes and the backups?

I keep my own backups luckily. I have one about 8 hours old prior to the deletion of data. However, its just cPanel backups. So now I get to spend the fun time of re-installing and re-tweaking WHM/cPanel.

This gives me a chance to document everything I do, because I always have the strangest issues when installing cPanel with SolusVM.
Posted by bbq2, 01-21-2011, 02:48 PM
Yeah... I filed ticket 426414 asking to have my VPS reprovisioned.

I realize you're probably getting swamped with tickets now, but I would really like to get my sites back online ASAP.

If anything could be done, that would be great.
Posted by windywinter, 01-21-2011, 03:03 PM
788434 too.
Why ticket id doesn't increse in queue?
Posted by freethought, 01-21-2011, 03:04 PM
Quote:
Originally Posted by teck
The same sort of attack happened to another vps company last year.. the name escapes me now.
Are you thinking of A2B2/FsckVPS/VAServ/CheapVPS who had a massive compromise of their HyperVM system closely followed by the suicide of the HyperVM developer?

There was a 177 page thread here on WHT about it: http://www.webhostingtalk.com/showthread.php?t=867100
Posted by MikeDVB, 01-21-2011, 03:15 PM
Quote:
Originally Posted by windywinter
788434 too.
Why ticket id doesn't increse in queue?
It's likely randomly generated.
Posted by kriss83, 01-21-2011, 03:52 PM
Quote:
Originally Posted by VN-Ken
Most would mean majority, and although we have lost a lot, should each and every customer cancel who was effected, then even still it would only be about a quarter of our client base. We are here to stay.

@teck -

SolusVM includes the central backup tool, which is currently not functioning. Our backup services are reliant on SolusVM's backup solution to work. They are supposed to be releasing a new central backup mechanism.
VN-Ken:
please reply for ticket Ticket #505183
Posted by 123Andrew, 01-21-2011, 04:16 PM
What a terrible situation, Maybe everything can be rectified. While stuff like this can certainly happen to anyone it just goes to show that every client should maintain their OWN backups and not rely on the company for data safety. There is and always will be ways to compromise a server no matter how secure you think it may be. There are new vulnerabilities being discovered on a daily basis, Some going un-recognized for weeks. This leaves an entire system vulnerable until a patch is released or the company itself notices the vulnerability, It can happen to anyone, Big or small.

Good Luck Ken & Clients.
Posted by ransome, 01-21-2011, 04:25 PM
We had mixed output, one vps is wiped off and other is safe and sound as usual its been with virpus earlier.
I wouldn't like to mention my ticket id over here as this ain't a virpus support forum, I have pm'ed u the ticket id on Virpus Official Forums though. I am looking for re-provisioning of vps most probably.
Posted by qwizie, 01-21-2011, 04:28 PM
Quote:
Originally Posted by windywinter
Well not everyone are able to afford offsite backups. Infact their low price and big disk space quota makes Virpus one of the best places for offsite backup. The other one is FDCServers of course.
http://www.cb3rob.net/ is good for data security if you can flip the bill.
Posted by jonbeard, 01-21-2011, 04:32 PM
This is a business nightmare. My condolences to Virpus, I have always looked highly of the company, and hate to see what is happening here. Hopefully they will be able to bounce back to normal (or atleast close to normal).

Best of luck to Virpus...
Posted by iBotPeaches, 01-21-2011, 04:34 PM
So are we just waiting for the servers to be re-made?

Should I make a support ticket for this matter, or is it expected that those who wanted to come back will have their VPS re-made?
Posted by kriss83, 01-21-2011, 04:40 PM
i cant up my vps, non stop offline
Posted by jonbeard, 01-21-2011, 04:41 PM
Quote:
Originally Posted by iBotPeaches
So are we just waiting for the servers to be re-made?

Should I make a support ticket for this matter, or is it expected that those who wanted to come back will have their VPS re-made?
Support tickets most likely will only slow them down. You might also notice that they might not respond to your ticket, because if they had to pause getting their servers back online everytime they had to look at a support ticket, it would take days.

Just from previous experience, that is probably what is going on over there.
Posted by bear, 01-21-2011, 04:43 PM
Just a reminder folks, let not make a bad situation worse by including signatures for competing VPS companies in this thread. We've cleaned this thread twice now, and from here forward, we will start issuing sig spam infractions.
Uncheck that "show signature" when you post, please.
Posted by lorph, 01-21-2011, 05:01 PM
This is the 2nd data loss in 2 months.
http://virpus.com/forum/showthread.php?t=111

Are you going to be able to restore from central backup?

I'm also waiting on ticket #588284 with no reply.
Posted by QuickWeb-Roel, 01-21-2011, 05:05 PM
This is very unfortunate situation, i wish all customers and Virpus the best and in this very alarming situation.
Posted by SolusVM-Jason, 01-21-2011, 05:23 PM
Hi,

As per our ticket reply to Kenneth we are genuinely sorry to hear of this hack and wish him all the best in recovering from this.

I would also like to reassure SolusVM clients that as Kenneth has said very openly from the start that this was not a breach in SolusVM.

Any clients that are worried about the security of SolusVM can open a ticket from within your Client Area and we will do our upmost to reassure you that SolusVM is secure.

Regards,

Jason
SolusLabs
Posted by quad3datwork, 01-21-2011, 05:39 PM
This is one of the "expect the unexpected". Very sorry to hear what has happened. I hope all works out soon. Best wishes!
Posted by Anthony, 01-21-2011, 05:43 PM
I would expect a delay in response as they might be tied up getting everyone back up and running.
Posted by hider, 01-21-2011, 06:11 PM
I prepaid for a year but I think I will stay with Virpus. I used the VPS for mostly file hosting (affordable b/w) and backups.
Posted by F-DNS, 01-21-2011, 06:26 PM
Quote:
Originally Posted by iBotPeaches
So are we just waiting for the servers to be re-made?
The likely scenario is that they'll need to re-install the host servers from scratch. In other words, y'all need to be very patient because this takes some time ... Re-image the host servers with a fresh O/S and update them, lock them down against this and other vulnerabilities, re-install Solus, sort out the mapping of which IPs go to which servers, and then and only then start to think about provisioning VPSs and allocating them to customers.

It's bad enough on one host server - They have 18 or 19 to do

Quote:
Originally Posted by iBotPeaches
Should I make a support ticket for this matter, or is it expected that those who wanted to come back will have their VPS re-made?
I'd suggest you raise 1 ticket per VPS needed and then wait. Updating tickets with stuff like "When will mine be ready?" moves them to the bottom of the queue, and opening duplicate tickets slows down the whole process.

Condolences to Ken and his team (and customers of course) - Let's hope affected customers realise the work involved fixing this and give them the time they need to fix it properly without bugging them unnecessarily.
Posted by hertzwebsolutions, 01-21-2011, 06:35 PM
It's disgusting and despicable the lengths that some people will go to in order to cause a company trouble. Best of luck to Virpus in getting back on your feet, keep up the great posts on here Ken - you're handling this admirably.
Posted by excessnet, 01-21-2011, 06:46 PM
Damn... that's sad!

What was the breach + fix?
Posted by Gnate3, 01-21-2011, 09:08 PM
Ken we are waiting for your response to my ticket. Ticket ID : 511473
Posted by [Servgex] Peter, 01-21-2011, 09:40 PM
Hopefully these hackers are brought to justice but I guess the chances of that happening are most probably very slim. All the best Virpus, I can only imagine what you are currently going through. Hopefully most of your customers remain loyal through through this difficult period.
Posted by MikeDVB, 01-21-2011, 10:58 PM
Quote:
Originally Posted by bear
Just a reminder folks, let not make a bad situation worse by including signatures for competing VPS companies in this thread. We've cleaned this thread twice now, and from here forward, we will start issuing sig spam infractions.
Uncheck that "show signature" when you post, please.
I guess it depends on whether or not you feel your VPS market and their VPS market are similar enough that you could try and get some competition out of it. In all honesty I didn't even think about my signature before posting but I will make sure to do so in the future should I make any more posts in this thread

At any rate - I too would be curious to know exactly what happened (bad password, SSH keys got out, etc) without having to speculate. I understand this is a horrible situation for Virpus but hopefully they will be able to post an official RFO detailing what happened without revealing too much vulnerability.
Posted by tnhomestead, 01-22-2011, 02:05 AM
Has anyone come back up yet or got a response from support? Im still down, I figure its going to take a long time, but an update every 3 or 4 hours wont slow them down that much!
Posted by Gnate3, 01-22-2011, 02:13 AM
Quote:
Originally Posted by tnhomestead
Has anyone come back up yet or got a response from support? Im still down, I figure its going to take a long time, but an update every 3 or 4 hours wont slow them down that much!
No update from them and no ticket response yet. My server is also still down. More than 20 hours now.
Posted by shamittomar, 01-22-2011, 02:31 AM
Quote:
Originally Posted by tnhomestead
Has anyone come back up yet or got a response from support? Im still down, I figure its going to take a long time, but an update every 3 or 4 hours wont slow them down that much!
Now, they are saying that "it will take a few days" to reinstall everyone's VPS as there are about 500 VPS gone.
Posted by tnhomestead, 01-22-2011, 02:47 AM
Thats kindof what I was figuring on -- what a mess!
Posted by xenbox, 01-22-2011, 04:36 AM
please be patient and wait. this is not 1 node. this is 19 node.
Posted by iPokz, 01-22-2011, 05:50 AM
This is not the first time.

more than 4 times for me about data loss.

I hope this time you will refund money to me.



Virpus/Virus ??
Posted by POSTiGA, 01-22-2011, 06:08 AM
my node ovz-trudy not in 19 node affected,
why my VPS is down ?!
Posted by NULLidea, 01-22-2011, 08:31 AM
They need also to give the control panels to their clients...I can't do much without DirectAdmin
Posted by rajapatr1, 01-22-2011, 08:54 AM
I think it so bad My 2VPS It data loss

Please answer Ticket ID: 726732
Posted by iBotPeaches, 01-22-2011, 08:58 AM
Quote:
Originally Posted by POSTiGA
my node ovz-trudy not in 19 node affected,
why my VPS is down ?!
It looks like ovz-fikes, although accessible is read-only. I'm guessing that after a reboot, it will have the same issues as the others. ovz-trudy seems to also be offline.

Quoted from Ken
Posted by POSTiGA, 01-22-2011, 09:10 AM
Quote:
Originally Posted by iBotPeaches
It looks like ovz-fikes, although accessible is read-only. I'm guessing that after a reboot, it will have the same issues as the others. ovz-trudy seems to also be offline.

Quoted from Ken
oh ! so ovz-trudy all data is loss also ?!
Posted by iBotPeaches, 01-22-2011, 09:30 AM
I don't think so. They brought fikes back up rather quickly, so maybe its the same problem with trudy.
Posted by RichPixel, 01-22-2011, 10:02 AM
there are other hosts in the same boat so virpus customers are not alone, however it looks like virpus has the stones to let people know what has happened and are trying to help resolve the situation, where as other hosts are just hiding
Posted by Bahawolf, 01-22-2011, 10:06 AM
I hope that everything works out for the custoemrs as well as Virpus. You can't prevent every issue down the line, but how you handle the issues when they do come up is how your service is truly tested.

Good luck to Ken, and anyone whom has been impacted by this.
Posted by onasre, 01-22-2011, 10:40 AM
this is the second time in less than two months they have data lost , i have send ticket to support people and so to sale about my VPS to Recreate it .. No respond 48 Hours later . still waiting .

Ticket #777267 , 409130
Posted by vpsfan, 01-22-2011, 11:57 AM
Is it possible to get back my data from ovz-trudy? This is why ovz-trudy was not in the data loss email, but I can't access anything.

Plus today, they changed my Account to VirtuPulse.com with a new server without stuff or any kind of files.

Due to the Central Backups Offline issue: I am thinking of murphys law. When you need to use your backup, it will not work...
Posted by POSTiGA, 01-22-2011, 01:04 PM
Where is Kenneth ?!
please check tickets #816260

just let me know ovz-trudy will be backonline or not ?
Posted by VN-Ken, 01-22-2011, 01:05 PM
Quote:
Originally Posted by POSTiGA
Where is Kenneth ?!
please check tickets #816260

just let me know ovz-trudy will be backonline or not ?
We have been updating our forum... please see http://virpus.com/forum

Trudy is an effected node.
Posted by vpsfan, 01-22-2011, 01:11 PM
Quote:
Originally Posted by VN-Ken
We have been updating our forum... please see http://virpus.com/forum

Trudy is an effected node.
What means "effected node"? Do we have the possibility to get our data from our ovz-trudy VPSs, yes or no? Because you wrote in your forum "We are restoring each VPS one by one. There are about 500 VPS's to be recreated..."
Posted by VN-Ken, 01-22-2011, 01:13 PM
Quote:
Originally Posted by vpsfan
What means "effected node"? Do we have the possibility to get our data from our ovz-trudy VPSs, yes or no? Because you wrote in your forum "We are restoring each VPS one by one. There are about 500 VPS's to be recreated..."
You need to read the e-mail we sent. We are recreating new VPS's for those who wish to continue their service.

It is extremely important to read the material we have sent out.
Posted by windywinter, 01-22-2011, 01:58 PM
Quote:
Originally Posted by VN-Ken
You need to read the e-mail we sent. We are recreating new VPS's for those who wish to continue their service.

It is extremely important to read the material we have sent out.
Are you still busy reprovisioning VPS's?
I have 2 tickets for technical support been delayed (tun/tap device 867787 & kernel modules for iptables 509888). If the reprovision procedure have been completed, these delays would be unacceptable.
Posted by VN-Ken, 01-22-2011, 02:00 PM
No we are not done... we have about 500 vps's to put back online. This process alone will take a few days. There is a lot going on in the backend... IP tracking... node reprovisioning etc.

I'll ask someone to take a look at your ticket however.
Posted by windywinter, 01-22-2011, 02:05 PM
Quote:
Originally Posted by VN-Ken
No we are not done... we have about 500 vps's to put back online. This process alone will take a few days. There is a lot going on in the backend... IP tracking... node reprovisioning etc.

I'll ask someone to take a look at your ticket however.
Well, take it easy.
509888 doesn't really matters, I've get things working in another way.
867787 seems puzzles your support engineer. They can't turn tun/tap on via the panel.
Posted by akihito, 01-22-2011, 04:15 PM
is there any way to restore the datas on my vps? as i'm on the node masi
Posted by VN-Ken, 01-22-2011, 04:17 PM
Quote:
Originally Posted by zn-gaming
is there any way to restore the datas on my vps? as i'm on the node masi
Our way of backups relied on the central backup tool of SolusVM. They had been having issues with its current mechanism, so they said that they will be releasing an FTP based backup system. We are waiting on this to be released.

The Central Backup tool also requires the customer to initiate the backups.
Posted by akihito, 01-22-2011, 04:24 PM
Quote:
Originally Posted by VN-Ken
Our way of backups relied on the central backup tool of SolusVM. They had been having issues with its current mechanism, so they said that they will be releasing an FTP based backup system. We are waiting on this to be released.

The Central Backup tool also requires the customer to initiate the backups.
so that means i can still restore the backup from SolusVM central backup tool right?
Posted by HocusPocus, 01-22-2011, 04:35 PM
Hi

When will we know when our VPS is operational again? Will the IP address just respond to ping's and be accessible or will we have to log into the SolusVM panel and boot our VPS up.

At the moment i can login into SolusVM and can see my virtual server albeit it is currently down, but all the package details, hostname, etc all appear to be there.

The 2 emails so far from Virpus seem a little sparse on when a customer will know that there VPS is ready to go again, im not asking for a timeframe, just how will i know when its ready.
Posted by VN-Ken, 01-22-2011, 04:37 PM
Quote:
Originally Posted by zn-gaming
so that means i can still restore the backup from SolusVM central backup tool right?
No, the backup system has been offline until Solus releases the new FTP based backup system.
Posted by HocusPocus, 01-22-2011, 08:02 PM
I just got my VPS back online, its got different IP address's which is a hassle, i dont know why i couldn't be assigned the original ones, especially as they are not being used/assigned yet and is still in my SolusVM panel.

Also the VPS is using exactly the same password that is was assigned before, surely if you have just been hacked and its likely the hackers have the passwords, changing them would have been a good idea?
Posted by vpsfan, 01-22-2011, 08:53 PM
Quote:
Originally Posted by VN-Ken
No, the backup system has been offline until Solus releases the new FTP based backup system.
In this case I willing not to cancel the account and wait until the backups are available. Currently I got a blank new VPS from you, but I don't need it. Is it possible to get a backup once the FTP stuff is released? Please explain a bit more, what is possible on ovz-trudy accounts.
Posted by akihito, 01-23-2011, 01:47 AM
any update? my vps is down for 24 hours
Posted by ramnet, 01-23-2011, 02:21 AM
Reminds me of the fsckvps incident almost 2 years ago....

Just curious, but was this breach related/caused/enabled by SolusVM?

All the best to Ken and the Virpus team, as well as the unfortunate clients.
Posted by MikeDVB, 01-23-2011, 02:55 AM
Quote:
Originally Posted by ramnet
Reminds me of the fsckvps incident almost 2 years ago....

Just curious, but was this breach related/caused/enabled by SolusVM?

All the best to Ken and the Virpus team, as well as the unfortunate clients.
I do believe they already said in this thread that it was not caused by an issue with SolusVM. I know that all of us using SolusVM are a bit on edge due to this but I'd think that if it was a SolusVM issue that Virpus would, at the least, make SolusVM aware and then SolusVM would make all of it's users aware.
Posted by POSTiGA, 01-23-2011, 03:39 AM
Quote:
Originally Posted by vpsfan
In this case I willing not to cancel the account and wait until the backups are available. Currently I got a blank new VPS from you, but I don't need it. Is it possible to get a backup once the FTP stuff is released? Please explain a bit more, what is possible on ovz-trudy accounts.
i dont think so they can restore data ! and waste of times !
just need to leave this noob company
my years work and customers is gone under 1hrs ?!
Posted by shamittomar, 01-23-2011, 04:16 AM
Quote:
Originally Posted by POSTiGA
i dont think so they can restore data ! and waste of times !
just need to leave this noob company
my years work and customers is gone under 1hrs ?!
Same here buddy. I lost everything too.
Posted by akihito, 01-23-2011, 04:27 AM
Quote:
Originally Posted by shamittomar
Same here buddy. I lost everything too.
same here, luckily i moved one of the mission critical server out from virpus last month otherwise i'm in deep trouble
Posted by Tanut007, 01-23-2011, 04:54 AM
Virpus VPS is Suck

My Bussiness is 1 Year and Destroy at 3 hr

and Backup 15 JAN is fail
Posted by rizwan65, 01-23-2011, 05:06 AM
Me also in same boat
Posted by mitgib, 01-23-2011, 07:54 AM
Quote:
Originally Posted by POSTiGA
i dont think so they can restore data ! and waste of times !
just need to leave this noob company
my years work and customers is gone under 1hrs ?!
Quote:
Originally Posted by shamittomar
Same here buddy. I lost everything too.
Quote:
Originally Posted by zn-gaming
same here, luckily i moved one of the mission critical server out from virpus last month otherwise i'm in deep trouble
All 3 of you, where were YOUR backups? Hardware fails, compromises happen, monkeys with machine guns admin server..... You can lose data for any number of reasons, who is the noob to be hosting data without backups?
Posted by windywinter, 01-23-2011, 08:31 AM
Quote:
Originally Posted by mitgib
All 3 of you, where were YOUR backups? Hardware fails, compromises happen, monkeys with machine guns admin server..... You can lose data for any number of reasons, who is the noob to be hosting data without backups?
Easy, easy, man. They are just pissed off.
Posted by vpsfan, 01-23-2011, 10:25 AM
Quote:
Originally Posted by shamittomar
Same here buddy. I lost everything too.
Me too, lost years of work thanks to Virpus. From now on, I loose around $200 each month...
Good to me, my website hosted on Virpus was just a playground for testing scripts. It is a miracle, that I made money with my demo website.
Posted by vpsfan, 01-23-2011, 01:13 PM
Quote:
Originally Posted by vpsfan
Me too, lost years of work thanks to Virpus. From now on, I loose around $200 each month...
Good to me, my website hosted on Virpus was just a playground for testing scripts. It is a miracle, that I made money with my demo website.
Today, I got this ticket:
No backups are available from the old system as this was not working. The new backup tool will only work with new backups created once it is working.
Posted by MikeDVB, 01-23-2011, 01:17 PM
Quote:
Originally Posted by vpsfan
Today, I got this ticket:
No backups are available from the old system as this was not working. The new backup tool will only work with new backups created once it is working.
Yes, the SolusVM central backup has been broken for some time which is why we've never used it ourselves. Even when it did work I've seen it say a backup was generated when the backup was actually empty or totally borked.
Posted by HarrySX, 01-23-2011, 01:50 PM
I must congratulate Virpus for their complete transparency during this. I'd hate to be in their position, but it's very nice to see them not sweeping things under the carpet.

Though to those customers expressing complete anger right now (especially those using Virpus for over a year), if your website(s) was so valuable you would have taken regular local backups. There is a lesson to be learnt.
Posted by vpsfan, 01-23-2011, 03:11 PM
Quote:
Originally Posted by HarrySX
... if your website(s) was so valuable you would have taken regular local backups. There is a lesson to be learnt.
When you need your backup, it will not work: Murphys Computer Law. This is my current problem.
Posted by tnhomestead, 01-24-2011, 02:17 AM
Has anyone heard anything? Anyones VPS come back online? They havent posted here or on Virpus in a long time! Now I am starting to worry!
Posted by wst_dirk, 01-24-2011, 03:21 AM
I received the login details for my "new" VPS about 36h ago. With instructions on how to install the DA panel that was previously instaled by them. I did request them to re-install DA too and they told me that this would be done (probably) on Wednesday.
The "new" VPS does have a different IP then the previous one :-(
Posted by Jack000, 01-24-2011, 03:29 AM
they set up a new vps for me yesterday. Pretty promptly considering what's been going on.

I didn't lose any data, but I just got an article published and had a spike in traffic..
Posted by wst_dirk, 01-24-2011, 03:58 AM
Lucky you (both on not loosing your data and get that traffic spike).
I lost all that was on the VPS (ofcourse), but had the "sources" of all my websites also on some other systems...just lost time .....
Posted by MikHo, 01-24-2011, 04:02 AM
I was one of all the customers who had a vps that got deleted.

Yesterday/today (depending on timezone) my new vps was handed over to me.
Since I have had my old vps for a few years I (asked and ) decided to change package to one of the currently used.

I sent the ticket on saturday (since weekend, Sales does no work) I think I got it "back" pretty quick.

Now comes the work to get backups restored etc ... but thats my work

tnhomestead: are you a customer ? if not I wouldnt expect much information here anymore from VN-Ken or anyone else at Virpus ... I think they got their hands full
Posted by Jack000, 01-24-2011, 04:06 AM
dirk: hm.. not so good. All those users saw a broken app since my virpus node was down (had the spike right when the hack happened, lucky me!). I tracked about a thousand users live, as they attempted to use my app and got an error message... a hectic couple of hours, but I managed to set up a backup with a different host.
Posted by VN-Ken, 01-24-2011, 10:25 AM
Quote:
Originally Posted by tnhomestead
Has anyone heard anything? Anyones VPS come back online? They havent posted here or on Virpus in a long time! Now I am starting to worry!
We have not provided any updates because there is nothing new to update on... we're still working on reprovisioning accounts. As per our e-mails, it will take several days to do this.
Posted by SirMarcel, 01-24-2011, 11:38 AM
I'm assuming you will be adding that several days to the 2 month extension you promised?
Posted by HocusPocus, 01-24-2011, 11:50 AM
Quote:
I'm assuming you will be adding that several days to the 2 month extension you promised?
I think they changed their mind and instead offered credit. I requested the 2 month extension but they gave me 10$ credit instead, it could end up working out the same, but i would have preferred just getting an additional 2 months added.
Posted by SirMarcel, 01-24-2011, 11:51 AM
why I'm not surprised

another funny story:
I had $7 in credit for one of the previous outages, and just spotted that it vanished from my account.
Posted by tnhomestead, 01-24-2011, 01:45 PM
Yes I have 2 VPS with them, like I said, I dont mind the wait, just wish they would give a daily update on whats up is all -- I have moved those customers elsewhere(glad for good backups), just got billed for 1 VPS -- needless to say didnt pay -- will when its up, other was a 6 month gig!
Posted by 200-ok, 01-24-2011, 05:45 PM
My VPS was reprovisoned yesterday at 19:00 GMT. It is Centos based and I only added Webmin, Vsftpd and PHP. It is not working as it should.

When I try with SSH directly to the IP address, sometimes I get the connection, sometimes I get "Server unexpectedly closed network connection". It also happens that the connection get lost after having been established. I never had this kind of problems before and I can connect to several other systems without problem.

A test run with basicstate.com monitoring confirms frequent sporadic problems.

Are there other people on ovz-jupiter here and is your new VPS okay ?

Jean-Luc
Posted by tnhomestead, 01-24-2011, 10:53 PM
Sent 1 trouble ticket, just checked and was deleted -- so sent another. I can see control panel for one server, nothing for second. Oh well, guess I keep waiting!
Posted by cenourinha, 01-24-2011, 11:17 PM
I'm sorry to hear about this situation, hopefully you can surpass this and get the confidence of your costumers back. Good luck in the future to Virpus.
Posted by ThatVPSGuy, 01-25-2011, 01:59 PM
Both of my servers are still down, haven't heard anything...
Posted by vpsfan, 01-25-2011, 02:24 PM
Quote:
Originally Posted by ThatVPSGuy
Both of my servers are still down, haven't heard anything...
So, you lost all your data, when you not have a backup.
Posted by tnhomestead, 01-25-2011, 03:15 PM
Great company virpus -- lost one vps of mine prepaid till March, they tell me it doesnt exist -- other one is cancelled due to me not wanting to pay the bill till its online and working! Guess that makes it easier to clean up! Mods receipts available on request!

One was paid through Feb 3
one paid through March!!

ONE CANCELLED ONE GONE!!!!!

Ken, can you get this corrected????
Posted by VN-Ken, 01-25-2011, 03:26 PM
Quote:
Originally Posted by tnhomestead
Sent 1 trouble ticket, just checked and was deleted -- so sent another. I can see control panel for one server, nothing for second. Oh well, guess I keep waiting!
None of our accounts besides mine has privileges to delete a ticket, which I assure you, I don't have the time to do so, nor any reason to delete a ticket. If an issue needs to be resolved or settled, then we get it addressed as soon as we can.
Posted by VN-Ken, 01-25-2011, 03:27 PM
Quote:
Originally Posted by ThatVPSGuy
Both of my servers are still down, haven't heard anything...
Feel free to post your ticket ID...
Posted by VN-Ken, 01-25-2011, 03:28 PM
Quote:
Originally Posted by tnhomestead
Great company virpus -- lost one vps of mine prepaid till March, they tell me it doesnt exist -- other one is cancelled due to me not wanting to pay the bill till its online and working! Guess that makes it easier to clean up! Mods receipts available on request!

One was paid through Feb 3
one paid through March!!

ONE CANCELLED ONE GONE!!!!!

Ken, can you get this corrected????
I'm sorry but I don't understand what this is about. Feel free to let me know your ticket ID. Just post it in this thread.
Posted by SirMarcel, 01-25-2011, 04:01 PM
Go Virpus! Hopefully I'll live long enough for this to happen.
Posted by shamittomar, 01-25-2011, 04:17 PM
Quote:
Originally Posted by SirMarcel
I'm sorry, but I'm not interested in your internal affairs. If you don't have enough people to process your tickets - hire more, or get some people that are more competent in what they're doing.
Your excuses are irrelevant to me, as they are to many other customers. I want to know when the service that was paid for will be delivered. This is how the business works: people pay, you deliver the service - or maybe something changed?
You have failed to operate your own channels of support, you have failed to recover from YOUR failure in three days time, you keep failing to answer the support tickets in a prompt manner, you cannot give an estimated time of when this mess that you allowed to happen will be ended.
I'm not sharing my ticket ID, get people trained on operating your helpdesk. This is what you are getting paid for.
Whoa man. Ease up a little. 700 VPS are a lot to handle. Even if they work out 100 VPS a day, it would take at least 7 days. They must be doing whatever they can. I have lost my VPS along with all the data too and have not got new VPS yet. I am waiting. Please be patient.
Posted by VN-Ken, 01-25-2011, 04:42 PM
Quote:
Originally Posted by SirMarcel
Go Virpus! Hopefully I'll live long enough for this to happen.
Actually, we just reached your ticket. You submitted a cancellation request on the 17th to cancel at the end of the billing period, which is the 25th (today).

We can issue you a credit, however it would not be of much use to you being that your services are canceled by the system as per your cancellation request. You'd have to place a new order to take advantage of any credits with us, which we're not willing to approve any orders from you, due to your current and past irate behavior shown on this thread, and also your past behavior, of EXPECTING sales assistance on a weekend, and going off on us because you were not answered until the following business day....Monday. Even after advising you that we were away for the weekend, you still had an attitude (although we state VERY clearly on our ticket confirmations and our website what our business hours are).

At this point, I think we are within reason not to want to work with you in the future.

We can surely put a credit on your account, but it won't do you much good.
Posted by VN-Ken, 01-25-2011, 04:45 PM
Quote:
Originally Posted by shamittomar
Whoa man. Ease up a little. 700 VPS are a lot to handle. Even if they work out 100 VPS a day, it would take at least 7 days. They must be doing whatever they can. I have lost my VPS along with all the data too and have not got new VPS yet. I am waiting. Please be patient.
Feel free to let me know your ticket ID and I can check the status.
Posted by shamittomar, 01-25-2011, 04:54 PM
Quote:
Originally Posted by VN-Ken
Feel free to let me know your ticket ID and I can check the status.
Thanks. It's 683024.
Posted by VN-Ken, 01-25-2011, 04:57 PM
Quote:
Originally Posted by shamittomar
Thanks. It's 683024.
Our apologies and thank you for your patience. It seems that a rep responded to you the day of the hacking, at a time when we were not quite ready to begin reprovisioning. Your ticket should have been put on hold instead of being left in an "Answered" state.

This is our fault, however I have sent the details, and am responding to your ticket now.

Thanks again for your patience, as I do see you've been waiting a while.
Posted by phenylk, 01-25-2011, 09:04 PM
Is it possible to get the money back
not the credit.

Ticket #328215
Posted by MBS Web Host, 01-25-2011, 10:09 PM
I signed up for a new vps yesterday (24 hours ago) they took my money off credit card but still no vps.
Posted by MBS Web Host, 01-25-2011, 10:11 PM
Ticket #159789
Posted by tnhomestead, 01-25-2011, 10:51 PM
Here you are Ken, Ticket ID: #577817 I have/had 2 vps with you, one bought in 9/17, prepaid 6 months on -- had direct admin for control panel, other was bought 1/3, paid for 30 days and was told that is cancelled by you because the credit card payment for next month didnt go through.(Didnt pay till I know whats up with it) I know its a pain right now, but when you get a chance i would like what I paid for please!
Quote:
Virpus Networks

I only see one VPS, and that VPS was canceled.

Warm Regards,

Ted Snider
Virpus Networks, Inc.
Thanks Greg
Posted by MBS Web Host, 01-25-2011, 10:54 PM
Welp, I am going to request a cancellation of my vps order with virus the other day and request a refund. They do not seem to be responsive.
Posted by tnhomestead, 01-25-2011, 10:57 PM
Rackedhost, they are normally prety good, but losing hundreds of VPS in one blow is a major problem! Give them a chance and see what happens!
Posted by iBotPeaches, 01-26-2011, 10:10 AM
If you guys understood the time and effort it takes to basically redo 19 servers and re-provision them, you'd probably be more friendly.

Granted, you paid money for a service that your not yet getting it still is very difficult for Ken and the staff. They've probably been going on a very stressful week with long hours and late nights.
Posted by MBS Web Host, 01-26-2011, 11:59 AM
Yes we all understand that, But when you get no response you start to wonder what is really going on.
Posted by MBS Web Host, 01-26-2011, 12:22 PM
VPS Is now online. Thanks Guys and gals.
Posted by tnhomestead, 01-26-2011, 05:10 PM
All right! Both of mine still down, have sent support more information, hope they figure this out soon!
Posted by MBS Web Host, 01-26-2011, 10:10 PM
Shoot root user and root password do not work. They told me existing clients were more important. I would actually think that both existing as well as new clients are equally important. They could word things a little different in their mountains of support request tickets. Hope they get on the ball soon. But I will not be around to find out. Good luck!
Posted by tnhomestead, 01-27-2011, 02:44 PM
6 days down now, hope they get it correct soon. Is anyone else still down? Keep sending support information, even with the IPs I had they still cant seem to find me in the system!
Posted by Syslint, 01-27-2011, 02:51 PM
Hmm it seems strange that 19 nodes lost due to security breach . Is it something with solusvm control panel. Some one got access to the network simply don't understand. It will be good to elaborate the issue little more whether it is a solusvm breach or a central sever hack.
Posted by VN-Ken, 01-27-2011, 03:26 PM
Quote:
Originally Posted by Syslint
Hmm it seems strange that 19 nodes lost due to security breach . Is it something with solusvm control panel. Some one got access to the network simply don't understand. It will be good to elaborate the issue little more whether it is a solusvm breach or a central sever hack.
Please read the thread.
Posted by VN-Ken, 01-27-2011, 03:27 PM
Quote:
Originally Posted by tnhomestead
6 days down now, hope they get it correct soon. Is anyone else still down? Keep sending support information, even with the IPs I had they still cant seem to find me in the system!
I will check out your ticket (577817) shortly.

Thanks.
Posted by tnhomestead, 01-27-2011, 04:30 PM
Anyone want to know how to spell idiot -- the new spelling is tnhomestead! LOL I kept getting to the help desk using the wrong account Have 1 back up already! Thanks Ken!
Posted by 200-ok, 01-27-2011, 04:52 PM
Ken,

Please check our ticket #404873 (VPS down on Jan. 21; reprovisoned on Jan.22 but not working properly; today Jan 27 still not working correctly).

Thanks.

Jean-Luc
Posted by iBotPeaches, 01-27-2011, 08:10 PM
I got moved from the affected server clix to milan, all has been fine for 48 hours, but just recently the VPS has shutoff and reported zero's on everything. It thankfully came back up, but this is what happened last time I lost everything

Makes me a bit nervous.
Posted by HocusPocus, 01-27-2011, 08:48 PM
Quote:
but just recently the VPS has shutoff and reported zero's on everything. It thankfully came back up, but this is what happened last time I lost everything
Mine has kinda done the same thing a few times since being recreated. The VPS still pings and for some reason the voice server (teamspeak) that runs on it, still responds. But SSH access, times-out after the password is entered (right or wrong) and in SolusVM the server shows offline and all the figures are 0.

As you also mentioned this was exactly the same as what happened before the servers got wiped, so i'm also nervous.
Posted by ThatVPSGuy, 01-27-2011, 09:38 PM
If the security hole has been fixed, why do you keep adding new "effected nodes?"
Posted by bbq2, 01-27-2011, 11:32 PM
Got my refund, thanks.

This has taught me a good lesson: always have backups. Always.
Posted by iBotPeaches, 01-28-2011, 01:01 AM
Once again VPS reports offline with all stats at 0. Its either the fact that none of the 21 effected servers are running, so everyone is packed onto the others and its legitimately going down, or something else is happen.

Guess I'm off to find another company.
Posted by POSTiGA, 01-28-2011, 04:56 AM
Hello Kenneth,

please check my ticket
View Ticket #767838
Posted by HocusPocus, 01-28-2011, 05:58 AM
Quote:
Once again VPS reports offline with all stats at 0
Same here and im on a different node. In the last 12 hours, the server has been down for nearly an hour altogether.
Posted by Gnate3, 01-28-2011, 06:11 AM
My server is down for more than 30 hours now. Still waiting for updates. No support ticket response.

Ken please update the Ticket ID: 740451
Posted by phenylk, 01-28-2011, 11:58 AM
the Ticket #328215

please give me back the refund, thank you.
Posted by HocusPocus, 01-28-2011, 12:09 PM
I've also asked for a refund. But had no reply so far, the VPS is still down from hours and hours ago.
Posted by phenylk, 01-28-2011, 12:24 PM
you are better than me, because in my SoulVM panel , the list is "EMPTY".

In other word, I even do not have any VPS can let me reboot, or poweron.

of course, I didn't get the money yet.

from last week, virpus is still working to rebuild the system.

but I can't wait the system back, not to mention my vps list is empty. I see no progree in my view.

so please, just give the refund back to those user who do not need

the vps any more, as soon as possible.

that is the last favor you guys can do.

thank you.
Posted by vpsfan, 01-28-2011, 01:55 PM
Quote:
Originally Posted by phenylk
so please, just give the refund back to those user who do not need
the vps any more, as soon as possible.
that is the last favor you guys can do.
I asked for a refund too, but they don't answer it. Even more, there is a no-refund-policy now!?
Posted by hider, 01-28-2011, 03:36 PM
Noticed my VPS list empty, so now I've submitted a ticket
Posted by kaniini, 01-28-2011, 08:34 PM
Quote:
Originally Posted by windywinter
I think the most screwed experience is:
1. The datacenter had a power outage.
2. Hardriver failed and I was moved to a backup driver temporarily.
3. The backup driver failed too.
4. The datacenter had a power outage again;
5. SAN collapsed, all data are wiped out.
--All happened in 3 months when I was with RapidXen.
i'm sorry your experience was bad with us, but this happened because hurricane electric ran 480V through our cabinet when their ATS switch failed. we since have switched infrastructure providers and there was in reality very little data loss. there is, however, little that I can do when the power infrastructure at a datacentre fails and causes parts of my equipment to be fried.

i did hand out fairly generous service credits to the handful of people who were affected by this and did make a pretty thorough effort at recovering the data off of the SAN which was mostly successful.
Posted by windywinter, 01-28-2011, 11:24 PM
Quote:
Originally Posted by nenolod
i'm sorry your experience was bad with us, but this happened because hurricane electric ran 480V through our cabinet when their ATS switch failed. we since have switched infrastructure providers and there was in reality very little data loss. there is, however, little that I can do when the power infrastructure at a datacentre fails and causes parts of my equipment to be fried.

i did hand out fairly generous service credits to the handful of people who were affected by this and did make a pretty thorough effort at recovering the data off of the SAN which was mostly successful.
I know. I still have a server with you now. It's the 112th day of uptime yersterday or the day before yesterday (I can't recall). This thread is about Virpus and I was just telling him that he was not that screwed.
Posted by phenylk, 01-29-2011, 04:20 AM
virpus has already give the money back to me.

I paid 36USD in November, until the vps crashed,

I've use for 2months, so they give me 30USD back.
Posted by MikHo, 01-29-2011, 04:26 AM
VN-Ken has already notified that refunds will be handled AFTER the hosts and vps are back online. So wait unless you want to get another vps with Virpus.

I have been a customer @ Virpus for many years and when this happened I asked for one of todays packages instead of the old package that I had. Ticket submitted on a Saturday evening and it was online monday morning.
The first 12-24 hours was shaky, giving showing the same symptoms as you speak about.. slow ssh login etc ... I suppose that is because of I/O latency.
Raid being rebuilt etc ...

So hang on to your panties and enjoy the ride ...
Posted by Shobhit, 01-29-2011, 08:13 AM
I am on ovzwilliams, and for last many days I am experiencing frequent service interruptions. My clients were conspiring to kill me for that so I bought VPS from another provider to move sites there, but in last 12 hours I have managed to move only 5 sites (WHM to WHM migration). This really sucks. Please take a look at my support ticket ID: 971312.

My comment thread on Virpus Facebook page is also removed after I
posted this support ticket ID, this is quite unprofessional. I even sent PM to Ken at Virpus forum, but I have not received any answer yet.
Please let me know the expected time till I should wait.
Posted by Gnate3, 01-29-2011, 08:43 AM
Hi Shobhit - It's the same with me, my VPS also offline for 3 days now. No response from their support.

I also posted in their facebook page 2 days ago and it's removed now. Very unprofessional.

My Ticket ID: 740451
Posted by tmitchell281, 01-29-2011, 05:28 PM
The past week after the issue they had has been ridiculous.

OVZMILAN is being swamped with cpu usage, averaging 13-15

Note, this is on an i7 850, with 8 cores, meaning this 15 cpu usage is tremendous.

Hopefully they fix this soon and ban whoever is hogging it up.
Posted by tnhomestead, 01-29-2011, 07:20 PM
Looks like the manage.virpus.com is down, tried a few is it up for me type sites, no luck. Still appear to have one server down.
Ticket 471046
Posted by windywinter, 01-29-2011, 11:57 PM
Quote:
Originally Posted by tmitchell281
The past week after the issue they had has been ridiculous.

OVZMILAN is being swamped with cpu usage, averaging 13-15

Note, this is on an i7 850, with 8 cores, meaning this 15 cpu usage is tremendous.

Hopefully they fix this soon and ban whoever is hogging it up.
Yes, that affected me too.
The High load was cause by io waiting. Most processes, even a reboot process on my VPS was marked as D and just hung there.
This have happened twice with in 7 days. I'm now regerting to choose to stay with them.
Posted by tnhomestead, 01-30-2011, 02:22 AM
Hey dont feel bad -- I still have one VPS down, was told that would be resolved Friday. then they just charged my credit card for the VPS that I canceled yesterday -- and why charge when I have enough in credits to pay? I liked the service, would like to leave one vps there and see if it gets better but this is starting to get ridiculous! 9 days down now? Im glad I had backups and moved everything ASAP! Ken can someone there help me?? I HATE using wht but no help on the tickets! now 2 tickets!
Quote:
Hello.

Can you let me know what server you are missing, so I can resolve this today.

Warm Regards,

Ted Snider
Virpus Networks, Inc.
471046 old ticket where is my vps?
205252 new ticket -- why did I get charged for a cancelled vps -- at least why didnt credit get used instead??
Ken can you or someone help me here???
Thanks
Greg
Posted by lorph, 01-30-2011, 07:10 PM
Kenneth Odem, I need my refund now. I've let you wait for longer than a week to give me a refund which you promised would be on Monday, and Thursday, and Friday.

My Ticket is #581504

The longer you postpone this, the more time I will spend writing the truth about your hosting service.

http://www.webhostingtalk.com/showthread.php?t=1018319
Posted by POSTiGA, 01-31-2011, 04:12 AM
please check my Ticket #767838
im request refund ,
Posted by shamittomar, 01-31-2011, 10:31 AM
I got my VPS but after notifying at least 3 times and 5 days after the re-provisioned VPS, they have not installed DirectAdmin control panel on it yet. Without DirectAdmin, it's useless for me. So, after waiting 10 days, I have finally moved ALL of my sites to another VPS company. This new company has awesome support. Their support responds within 25 minutes, and instantly fixes any issue.

One funny thing is that in my SolusVM panel, it shows 6-7 VPSs on different IPs, however only one of them is responding to ping.
Posted by JustinNoel, 01-31-2011, 02:56 PM
Same here, still waiting for a refund. Been over a week now, and I would appreciate an update.

Ticket: #652897
Posted by tnhomestead, 01-31-2011, 05:02 PM
Well, they credited my account 10 for the vps thats paid through March, but I still have no server!
Posted by hider, 02-01-2011, 07:27 PM
Ticket 204586

still waiting...
Posted by ryandanielt, 02-01-2011, 09:54 PM
my servers suspended after I asked for an extension and was told by one of there so called "Employees" that they have extended my date... No response for days and then all of a sudden the same person that supposedly gave me the extension asked me if I can pay for the servers in order to have them back online and ITS STILL NOT THE DATE THAT THEY EXTENDED ME UNTIL!!!! But now after sending ticket after ticket my VPS's are terminated all files are gone and have no clue what is goin on because they will not respond to me!

VERY UNPROFESSIONAL!!!!
Posted by VN-Ken, 02-01-2011, 10:05 PM
Quote:
Originally Posted by ryandanielt
my servers suspended after I asked for an extension and was told by one of there so called "Employees" that they have extended my date... No response for days and then all of a sudden the same person that supposedly gave me the extension asked me if I can pay for the servers in order to have them back online and ITS STILL NOT THE DATE THAT THEY EXTENDED ME UNTIL!!!! But now after sending ticket after ticket my VPS's are terminated all files are gone and have no clue what is goin on because they will not respond to me!

VERY UNPROFESSIONAL!!!!
What is your ticket number? The system terminates after 5 days of no payment. Generally we don't allow for extensions however.

Let me know your ticket ID please.
Posted by ryandanielt, 02-01-2011, 11:47 PM
Here is the ticket number where i was told I can have an extension... #320666

Here is the active one that is still active and waiting for a response! #770523

Here is one that you said there offline because of non payment but clearly it was after the date i was given an extension and before the extension date and the remarkable closed without further response!!! #176288
Posted by shinee, 02-02-2011, 01:31 AM
Hello VN-Ken,

I'm waiting for the refunds, please help speed up this ticket

Quote:
#461076 - Give me a REFUND..
Thank you..
Posted by VN-Ken, 02-02-2011, 02:06 AM
Quote:
Originally Posted by ryandanielt
Here is the ticket number where i was told I can have an extension... #320666

Here is the active one that is still active and waiting for a response! #770523

Here is one that you said there offline because of non payment but clearly it was after the date i was given an extension and before the extension date and the remarkable closed without further response!!! #176288
Hello,

It looks like although the invoice was extended, the automation of suspension - then termination still took place. I will speak with Ted on how to properly do this in the future, as he is new.

I apologize for your inconvenience.

Also, all tickets are delayed by as much as a day or so due to this event. Once things settle down, you can expect replies same day.
Posted by VN-Ken, 02-02-2011, 02:13 AM
Quote:
Originally Posted by shinee
Hello VN-Ken,

I'm waiting for the refunds, please help speed up this ticket



Thank you..
I responded to your ticket.
Posted by iBotPeaches, 02-02-2011, 01:26 PM
I'd like to chime in a little update.

Ever since I complained about the stable-ness of milan, it instantly got better. I believe they must of removed a resource abuser, because the server immediately responded better and hasn't been down in 72 hours.

I live in the Kansas City area too, and let me say. There is a ton of snow here. Were about 12 hours past the initial blizzard and most of the highways and roads are still un-plowed. I'm lucky that I can work from home :p
Posted by ryandanielt, 02-02-2011, 07:24 PM
@ VN-Ken - I responded to the ticket, please let me know an answer soon as I really need to know an answer so I can figure out what I am going to do.
Posted by Gnate3, 02-04-2011, 11:04 AM
Hello VN-Ken,

I'm waiting for a reply for this ticket

Ticket ID : #740451

Please solve this issue soon. I'm really disappointed.
Posted by Alleng, 02-04-2011, 09:01 PM
I was considering Virpus for service. Not anymore after these posts. It looks like Virpus has had a history of downtime.

They advertise "99.9 % uptime" and "24/7 Support".

It looks like empty promises.
Posted by Alleng, 02-04-2011, 10:11 PM
And now I read how they have Solis backups. Don't lie Ken!!!! It looks like your backups were never working.

Why is it on your site as a feature for the VPS??

It doesn't work?? Take that off and stop lying.
Posted by onasre, 02-05-2011, 02:59 PM
i been with Virpus for Over than Year , it was all fine up until 3 months ago were they had data lost with the backups , we were giving 2 options , Stay with one month free , or leave . I was Lucky that i had made a local backup for my server So i decided to Stay and just restored my local backup files . Then 2 months later , Another Data + backup Lost resulting of an attack on virpus. and again we were givin 2 options , Stay and get two months free or Leave .. and again i decided to Stay Not because i wanted to Stay but because i went a head signed up with Futurehosting . and decided to cancel my account with virpus as soon as i finish my free two months .. VIRPUS Hear Me Up .it make no seance having backup System if it won't Save me when i need it .

I wish Them Luck Thu , this Things Happens ! and Remember it is a Budget VPS Provider and u get wht u pay For . Hope they Can come Back Stronger . I really do wish them luck , i have to Say they were Very Good Supporting me But i just Can not Take Chance again ..
Posted by 200-ok, 02-05-2011, 04:07 PM
On January 22, I opened a ticket with sales to point out that my reprovisoned system did not work correctly. I got answers firstly from Adam, then from Ted who forwarded it to support on January 25. Because of the lack of concrete answer, on January 27, Ted forwarded the issue to Ken. The same day, Ken asked for a trace route that I sent on January 28. Ted said he was going to forward it to Ken. Because of the lack of answer, on February 3, Ted said he was going to forward the issue to support and remind it to Ken. And today I am still waiting.

So, I get bounced from sales to support and back since 2 weeks now!

Why would I still like to stay with them ? Because this VPS is only used for testing and prototyping and because they are cheap.

Here is my suggestion to my Virpus problem :
Dear VN-Ken, dear Virpus team, you wrote to me : "We have not had any other issues in relation to recreated VPS". So if mine is the only one with problems and as you apparently cannot repair it, please give me another IP address and move my VPS to another node. Thank you in advance.

I don't think that I can do more than this.

Jean-Luc
Posted by 200-ok, 02-05-2011, 05:10 PM
Just in case: my ticket ID is 404873.

Jean-Luc
Posted by Alleng, 02-05-2011, 06:58 PM
Why would anybody stay with a company that does not answer your tickets.

The more I read the more I decide Virpus is a joke.

They make claims and go back on them, they make promises they can't keep.

My VPS will go to another provider. And yours should to.
Posted by Emilz, 02-05-2011, 11:10 PM
The servers are very slow now! My vps was 10 days offline and no refund 0_o

No refund, no backup, bad support from 21.01.2011, slow server after recreate...

Data wiping on all servers?
That's the virpus plan
Posted by Alleng, 02-06-2011, 09:42 AM
How many times has Virpus lost data? I have many of friend that have used Virpus. They have lost all data more than once.

They say they have backups on their website with all VPS. And 99.9 % uptime. This is all lies!!! Many of my friend are upset!!!
Virpus has lied to them.

To advertise these claims and not have them is lies.
Posted by Emilz, 02-07-2011, 10:59 AM
Ken.. Can you check the ovzklein server ? They are very slow...
login to ssh takes more than two minutes...
Posted by VN-Ken, 02-07-2011, 11:17 AM
Quote:
Originally Posted by Emilz
Ken.. Can you check the ovzklein server ? They are very slow...
login to ssh takes more than two minutes...
Please open a ticket (this is not our help desk), but yes I will check it out.


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