Dabuu Networks down (dabuu.com)

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Posted by rype89, 12-08-2013, 04:16 AM
dabuu networks seem to have been down for over an hour (could be much longer but I only realised it awhile ago.
Posted by iexo, 12-08-2013, 09:18 AM
To confirm we've come across a large technical issue affecting the cPanel systems, relating to an automatic system update.

We have engineers working on this and will update when we know more.

Thank you.
Posted by nilelove, 12-08-2013, 03:02 PM
Can i have more explanations please?

May i have an alternative private way to contact the support ?

May i know when this started and when it is expected to be sorted?

We are holding people sites.
Posted by rype89, 12-08-2013, 03:14 PM
This is very worrying and frustrating to say the least. If it was a scheduled system update, why was no advance notice given or measures taken to prevent downtime?

It has been over 12 hours since I first noticed the site being down (which could be longer since I did not check on my site for quite some time before that) as of this posting.

I have tried emailing support@dabuu.com but didn't get any response. The fact that a single update here/twitter only came more than 5 hours after the downtime started shows how irresponsible and unprofessional you guys are. And apart from that, I don't see any other effort to keep your customers informed.
Posted by nilelove, 12-08-2013, 04:00 PM
I can confirm that the issue is continuous for more than 24 hours.
Posted by nilelove, 12-08-2013, 04:22 PM
Imagine such a situation; no support, no control panel, no access to the domains : even if you want to find another place to run the sites you will need first to access the domains control panel which is currently unavailable for more than 24 hours.

With just a single update on Facebook / Twitter without any type of interaction with the customer !

I waited for more than 24 hours and tried a lot to contact them privately to see the issue but i know realized that they are ignoring me as a customer completely. even when i called them on phone i get switched to an answer machine. !

Really; It's too bad to talk in such issues in public but when a host ignores you for such a period without any attempt to contact or to show that they are doing something to fix the issue

Pingdom.com alert of the issue came on: 12/07/2013 PM 08:08:09 GMT
Posted by skaman, 12-08-2013, 05:08 PM
Anyone with Dabuu. All our site are down and their site as also down. Are they gone or just having issues.
Posted by Askforhost-AJ, 12-08-2013, 05:34 PM
Have you tried to give them a call?
Registrant Phone: +1.6465699201
Posted by anon-e-mouse, 12-08-2013, 05:45 PM
Threads merged.
Posted by iexo, 12-08-2013, 05:54 PM
We are certainly not ignoring anyone, of course constant communication would be nice - however besides social media and here there's no other options and our time is devoted to getting services back running as quickly as possible.

I understand your frustration and you have my sincere apologies regarding this issue. To transfer domains simply contact me on here, but know we're working hard to remedy this for the sake of our clients. From my side, I was woken up by emergency alerts and have been working endlessly to fix the problems. This has affected 2 different providers I work with (different servers, different setups) and unfortunately the officially released upstream guidance doesn't apply to either.

Even without an SLA, account credit shall be given where due and we'll be working through the night to take the fastest possible route to full service. I will not post bogus updates and I will not give false hope, just know that no data loss has occurred and we will not rest until service is fully restored.

Thank you.
Posted by nilelove, 12-08-2013, 06:43 PM

Quote:

Originally Posted by iexo

We are certainly not ignoring anyone, of course constant communication would be nice - however besides social media and here there's no other options and our time is devoted to getting services back running as quickly as possible.

I understand your frustration and you have my sincere apologies regarding this issue. To transfer domains simply contact me on here, but know we're working hard to remedy this for the sake of our clients. From my side, I was woken up by emergency alerts and have been working endlessly to fix the problems. This has affected 2 different providers I work with (different servers, different setups) and unfortunately the officially released upstream guidance doesn't apply to either.

Even without an SLA, account credit shall be given where due and we'll be working through the night to take the fastest possible route to full service. I will not post bogus updates and I will not give false hope, just know that no data loss has occurred and we will not rest until service is fully restored.

Thank you.

May God assist you in this.

I have just sent you a private message titled (Information request) Please reply to this particular one in private.

Also I raise a suggestion to have an alternative support system that doesn't affect with your own network issues.
Posted by iexo, 12-08-2013, 06:44 PM
Update: Service to affected users is now returned.

This was a combination of some alterations in CentOS 6.5 and our core security system, causing half lockout (I say half because all packets were received). As mentioned earlier this was placed in effect by automatic systems which we've now modified and didn't anticipate problems with after already patching known 6.5 bugs.

Clients are soon to receive releases via email which detail the issue, steps taken and plans moving forward.

Thank you..

Quote:

Also I raise a suggestion to have an alternative support system that doesn't affect with your own network issues

Agreed, I shall be looking into this.
Posted by nilelove, 12-08-2013, 07:21 PM

Quote:

Originally Posted by iexo

Update: Service to affected users is now returned.

This was a combination of some alterations in CentOS 6.5 and our core security system, causing half lockout (I say half because all packets were received). As mentioned earlier this was placed in effect by automatic systems which we've now modified and didn't anticipate problems with after already patching known 6.5 bugs.

Clients are soon to receive releases via email which detail the issue, steps taken and plans moving forward.

Thank you..

Agreed, I shall be looking into this.

Thanks for update.

Last month you had a similar issue caused due interference of an automated cPanel update that was incompatible with the security system (it may not the correct technical description of the matter).

I think you have to look forward in all the potential issues that may occur in the future and try to prevent them before happening.
Posted by nilelove, 12-08-2013, 07:47 PM
To be fair I should justify that dabuu networks are providing great services that i didn't find elsewhere
but at the same-time they should focus on their weakness points and recover them to avoid losing of their appreciated efforts due the problems they face / cause.

Some errors may erase an year of good work due e.g. a continuous 26 hours outage. or etc.

and then the people will remember only the problem and forget the nice days they had.

So a look must be provided to recover the potential risks.

Greetings to all.
Posted by nilelove, Yesterday, 06:15 AM
Just to confirm.

Dear Dabuu network;

Do you confirm that you will be available online for long time and have the power, capacity and capability to provide stable service for 1 year at least?
Posted by nilelove, Today, 05:09 PM
Waiting for your representative to discus
Posted by Ron_M, Today, 06:10 PM

Quote:

Originally Posted by rype89

dabuu networks seem to have been down for over an hour (could be much longer but I only realised it awhile ago.

Unfortunately I fell for "Dabuu" thinking they were great, then it quickly became "Taboo" - it has been a total disaster. First they were off line for 21 hours, then they came up briefly but now they appear to be down again, maybe permanently - can't even login to get days of important (now lost) emails.

They claimed on social media that it was a "core upgrade" but, wouldn't that have been planned? Surely they should have sent out a notice, but to just crash without a backup system and ignore all users is too costly for me, fortunately I managed to move back to my previous host fairly quickly; downtime is never good and this is the worst downtime I've ever experienced.

First I felt sorry for them, but the more I learn abut this guy, the more it looks like a hoax site to me, if not then it may as well be in my opinion because it's just not working.
Posted by iexo, Today, 06:33 PM
The previous issues were unplanned, because we'd planned for the automatic cron updates, but couldn't anticipate that such widespread issues could be created from an OS update which we'd already spent a lot of time fixing for known issues in compatibility (which are currently affecting multiple providers).

As for "this guy", I'm simply a figurehead and Dabuu Networks is managed by a group which has been successful in this industry for years. There's no hoax site and a majority of our clients are aware of how much we've achieved.

In relation to the current service issues, they were planned and informed via email then updated on our site over 24 hours ago. This is an emergency server migration to combat multiple issues, so we couldn't give as much notice as I'd have liked.
Posted by nilelove, Today, 06:43 PM
When will sites available online again?
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Posted by iexo, Today, 06:47 PM
The new hardware is online and we're currently restoring accounts, I can't estimate a time-scale as we're dealing with numerous external factors but clients will be notified as soon as everything is in order.
Posted by nilelove, Today, 07:09 PM
Imagine you are the customer; Would you be happy? and understand?
Imagine you are the re-seller; would the end user be happy?
Imagine you are the website visitor; would you like to visit the site again?
Posted by iexo, Today, 07:44 PM

Quote:

Originally Posted by nilelove

Imagine you are the customer; Would you be happy? and understand?
Imagine you are the re-seller; would the end user be happy?
Imagine you are the website visitor; would you like to visit the site again?

I don't need to imagine, we're doing the best we can.

Imagine you are a provider, responsible for websites and online services right across the world, then imagine things out of your direct control cause an entire server to go offline and need serious work, costing both money and time. Our situations may be similar yes, however we're the ones having to fix it - while no action is needed on your end besides keeping your clients happy, and if your end-users need mission critical hosting, then they should be aware you've placed them on budget hosting.

The easy option, as many providers have done in the past is to run away - there's nothing legally binding us to remain in business. However we're going no-where. We remain and grow, because it's what we do, and because we enjoy what we do.

To update: accounts are currently in the process of transfer to the new server and will be available as soon as possible. Further requests for information are to be directed to me through PM at this forum.

Thank you.
Posted by nilelove, Today, 08:24 PM
As it is a migration and not a roll-back; Please provide the latest running version of the sites !
Posted by iexo, Today, 09:08 PM

Quote:

Originally Posted by nilelove

As it is a migration and not a roll-back; Please provide the latest running version of the sites !

You did not follow the updates we released, as such data transferred after the transfer started was lost. We also advised through email that personal backups should be taken, as we could not take a "live snapshot" without taking the servers offline earlier.

Even while we were taking backups of course data changed, and we took multiple backups to prevent corrupt files, however for the time in between it is not possible to keep constant reflections of changes between servers when we've alerted clients.
Posted by nilelove, Today, 09:28 PM
Thanks a lot for your great efforts and excellent service.

Wishing you a great future and continuous improvement