DedicatedNow Network Outtage (3 hours+)

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Posted by ProperHost, 11-27-2013, 10:01 AM
We have a few servers with DedicatedNow/FortressITX, and their network has been down for more than 3 hours. They say they are working on it, but this is the single longest downtime I have experienced with the company for years which is a little worrying.

Anyone else affected?
Posted by slickapps-101, 11-27-2013, 12:31 PM
Same here. I have been with DedicatedNow for years. Smooth sailing in 2012. Several small outages in 2013. This one is huge and will soon be 6 plus hours. Appears all DNS is lost.

In response to my support ticket I received an email stating they are working on it.

Very troubling.
Posted by ProperHost, 11-27-2013, 12:38 PM
Got information that connectivity was restored after ~4 hours, and all our servers are now back online. It was a AC problem causing overheating to some network gear. Alarming that it took >4 hours to fix.
Posted by ProperHost, 11-27-2013, 12:53 PM
Nevertheless, what irritates me the most is the total lack of communication. It took more than an hour to get a reply to my support ticket and then just the usual "we are working on it" reply.
Posted by Scott.Mc, 11-27-2013, 01:00 PM
The outage for us was network from about 5:50AM until 9AM

Quote:

We had some AC issues which caused parts of our Network gear to overheat, which caused the network issues. Once our HVAC team was able to resolve the AC issues, the network team was able to resolve the network issues and bring connectivity back online. We are sorry for any inconvenience this may have caused. If you have any further issues that you require our assistance with please let us know.

Outages happen and they have been pretty solid for the few years we have used them. I am slightly irritated by the fact we have had zero communication on this until we raised a ticket requesting an RFO.
Posted by slickapps-101, 11-27-2013, 01:03 PM
They usually answer my tickets within minutes. If it's longer you know it's a big problem. Today I received an email saying they knew about he issue and they were on it. I took the silence to mean it was a pretty big issue and they were throwing resources at it.

However, I just can't keep interrupting my customers service. It's happened several times over the last few months. Really need to start looking at my options.

They are supposed to be moving to a new class 3+ data center next month. I just don't think I can afford to wait it out and let things stabilize there.
Posted by digitallog, 11-27-2013, 01:13 PM
Is it still down or it is up?
Posted by slickapps-101, 11-27-2013, 01:14 PM
Up for me.
Posted by MattF, 11-27-2013, 02:58 PM
Twitter is always a good places for these (if they dont have an off-network status page), most hosts don't have time to create a MailChimp/ConstantContact/CampaignMonitor flyer plus with the slow drip-feed sending rates its not optimal for fast notification. https://twitter.com/dedicatednow has a post from 6hrs ago.
Posted by ProperHost, 11-27-2013, 03:08 PM

Quote:

Originally Posted by MattF

Twitter is always a good places for these (if they dont have an off-network status page), most hosts don't have time to create a MailChimp/ConstantContact/CampaignMonitor flyer plus with the slow drip-feed sending rates its not optimal for fast notification. https://twitter.com/dedicatednow has a post from 6hrs ago.

Yes, but that was posted more than 2 hours after the outage started.
Posted by MattF, 11-27-2013, 08:46 PM

Quote:

Originally Posted by ProperHost

Yes, but that was posted more than 2 hours after the outage started.

Yikes, well that is inexcusable. Point withdrawn.
Posted by Dougy, 11-27-2013, 11:10 PM
Any idea if this is at Weehawken or Clifton?
Posted by NexDog, 11-28-2013, 02:16 AM
It's Clifton.

We have 2 servers down. On one server I have no updates to a ticket in 20 hours.

This was no network outage. Unless you mean the routers and switches all blew up because the AC died.

The cold shutdown of servers has caused many drive failures and broken RAID arrays. One server came up with a corrupt file system and we are fixing that and restoring 600 databases.

We have 135 open tickets at last count. Thanks DedNow.