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jaguarpc vps is down
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Posted by ttgt, 03-06-2012, 02:25 AM http://www.jaguarpc.com/forums/serve...irect-com.html
kelsier.nocdirect.com
it is down,is anyone also on the same node ?
Posted by JoeBates, 03-06-2012, 02:49 AM This is rather common for them, they have lots of nodes and they all go down eventually. If you look at their server maintenance log you will usually see 1-3 servers going down a day. Not saying they are a bad host, they just have lots of nodes they operate.
Posted by ttgt, 03-06-2012, 03:03 AM i can not understand the downtime is due to general or server issue,none any update from that thread...
Posted by studee, 03-06-2012, 05:25 AM hi,
i got one vps on this node , and i am going to shift it asa i get access back.
Dee
Posted by ttgt, 03-06-2012, 05:27 AM im not sure how long still need to wait.... their thread http://www.jaguarpc.com/forums/serve...irect-com.html still not say what happen of the node...
Posted by studee, 03-06-2012, 05:33 AM i just hope that they keep backup of that node, it doesn't look good as off now !
Posted by ttgt, 03-06-2012, 05:37 AM oh.....no,i hope do not happen such bad things...
Posted by myvds, 03-06-2012, 06:45 AM Latest update from their site : Hope everything back to normal soon..Quote:
A filesystem check is running on the node at this time.
Posted by myvds, 03-06-2012, 07:31 AM New update : Quote:
The sever is on pass 2 of File System Check. We will keep you updated on the progress.
Posted by ttgt, 03-06-2012, 07:38 AM who know what does pass 2 of File System Check mean ?
Posted by myvds, 03-06-2012, 07:41 AM probably is fsck phase 2
Posted by codepress, 03-06-2012, 07:45 AM Good luck with their support - i hope it really gets your server back online and i wish all the best.
Posted by ttgt, 03-06-2012, 08:04 AM hope there is no bad news,it is had down over 8 hours...
Posted by epaslv, 03-06-2012, 09:18 AM 9 hours down with no resolution in sight.
Posted by KnownHost, 03-06-2012, 10:30 AM You need to understand a FSCK takes time and the more data on the server the longer it will take to go back online. I am sure they are doing all they can but FSCK's aren't fun for you or the provider..
Posted by rajapatr1, 03-06-2012, 10:47 AM My VPS isn't this Node but FSCK Takes much time
Posted by studee, 03-06-2012, 11:59 AM
Reaching to the point to realize the need to run a FSCK after already 3 hrs of down time ? what's That for a client ?
Posted by jaypeesmith, 03-06-2012, 12:00 PM This used to be a pretty common issue when I was with them. Like others are saying, you just need to give it time.
Posted by studee, 03-06-2012, 12:05 PM
Dee
Posted by myvds, 03-06-2012, 12:56 PM my vps is up now. Quote:
File System Check has been completed and the server is back online. All VPSs are up and running too. Please open a Support ticket if there is still any issue.
Posted by ttgt, 03-06-2012, 01:04 PM it back now...
Posted by epaslv, 03-06-2012, 04:43 PM
When you use the most powerful hardware with a commitment to never oversell, I was expecting a few hours, maybe even 4 but over 8 hours, its something to take note of for future.
In this case, no idea what the problem was, ticket not updated, no assurance the root cause was identified to prevent a repeat occurance.
Posted by epaslv, 03-06-2012, 06:35 PM
In this case, no idea what the problem was, ticket not updated, no assurance the root cause was identified to prevent a repeat occurance.
I guess another 8 hour fsck is to be expected.
Posted by studee, 03-06-2012, 06:56 PM Not a single word on this from their end ? now they are the worst provider i have ever been with !
Posted by Jag, 03-06-2012, 07:03 PM
However communication is lacking here, my guys should be telling the clients in tickets and on our forums and announcements exactly what went wrong, how its being fixed, and some eta's.
I'll look into this. Sure its one node out of tons but its still not handled how I like. I apologize for your inconvenience. We will get you some more information.
Posted by Jag, 03-06-2012, 07:10 PM
Posted by Jag, 03-06-2012, 07:17 PM And you are right, the server did come back up this morning and all was working well. Then it went offline again. So its probably best to restore clients out onto other machines.
Posted by epaslv, 03-06-2012, 08:21 PM
We requested to move our VPS to another node but there is no more capacity.
We have had to pull out our old backups and restore all the clients onto another VPS with another provider. Cancelling all services with JaguarPC.
Posted by ttgt, 03-06-2012, 08:22 PM it is still down now...
Posted by katrina1, 03-06-2012, 08:48 PM Kelsier has been rebooted but is still not accessible. Datacenter techs are still looking into it.
Posted by ttgt, 03-06-2012, 08:52 PM you should post what are you doing with it,fsck or ? by the way,user can know what is wrong now instead of say you are checking,we still do not know what is happening now...
Posted by epaslv, 03-06-2012, 09:02 PM
Posted by katrina1, 03-06-2012, 09:04 PM We are posting what info we have as we get it. I see more info has just come in. Server refused to boot up and started throwing some hardware related errors. Our techs are currently doing a detailed hardware test of the server to identify any bad component and replace it.
Posted by katrina1, 03-06-2012, 09:07 PM epaslv, do you have a ticket number I can look into for you?
Posted by ttgt, 03-06-2012, 09:13 PM down again........
Posted by lehongwang, 03-06-2012, 09:23 PM my business was down too...
Posted by katrina1, 03-06-2012, 09:28 PM Please keep an eye on http://www.jaguarpc.com/forums/serve...irect-com.html for updates on Kelsier.
Posted by ttgt, 03-06-2012, 09:42 PM i can not understand if the hardware driver has issue,why do not replace all the hd one by one and let them to sync...
Posted by katrina1, 03-06-2012, 09:47 PM The issue does not appear to be the hard drive. They are currently testing heatsinks and the ram. Heatsinks seem to be all right. Moving on to ram.
Posted by epaslv, 03-06-2012, 09:49 PM
Posted by katrina1, 03-06-2012, 10:03 PM
Posted by myvds, 03-06-2012, 10:18 PM ticket #13490951
i have another vps with you, but it's not proper configure to use as pop/smtp mail server ( #13491322 ), can you look into this so i could use this vps as a backup while waiting for the restoration?
Posted by katrina1, 03-06-2012, 10:44 PM Looking into it and will have a tech check that ticket again, myvds.
Posted by ttgt, 03-06-2012, 11:06 PM are you still test the ram ?
Posted by katrina1, 03-06-2012, 11:29 PM Yes, no new info from the datacenter yet. Still testing and working on it.
Posted by lehongwang, 03-06-2012, 11:51 PM who will pay for my loss ?
Posted by ttgt, 03-07-2012, 12:02 AM i can not believe such a big company can not handle such a issue...
Posted by myvds, 03-07-2012, 12:10 AM Dear Katrina,
Thank you for your reply. Can you assign a technical to work with me ( chat in msn or pm ) and resolves my mail server issue in my backup vps immediately?Quote:
Posted by Coolraul, 03-07-2012, 12:12 AM Moved to outages forum.
Posted by studee, 03-07-2012, 02:50 AM what it takes to put every thing on a new hardware ?
Posted by ttgt, 03-07-2012, 02:51 AM where do you know they replace new hardware ?
Posted by studee, 03-07-2012, 02:53 AM
Dee
Posted by ttgt, 03-07-2012, 02:55 AM i think they only still wait to test hardware component health,after get issue and test again....i really can not wait any more...one day passed..
Posted by studee, 03-07-2012, 03:01 AM seems like a company so tiny that cant afford to setup clients on a new node, till they are on the last page of the hardware test bible ? its More than 24 hrs of downtime Now !
Posted by ttgt, 03-07-2012, 03:24 AM Memory Test has been completed. The server will be powered on shortly to see if it comes up.
Posted by katrina1, 03-07-2012, 03:30 AM Last word from the datacenter was that they were done testing and trying to reboot. In the meantime, we are getting other nodes ready. We apologize for any inconvenience and appreciate your patience.
Posted by ttgt, 03-07-2012, 03:51 AM do you mean you want to restore the backup files to new node now ? or ?
Posted by lehongwang, 03-07-2012, 04:22 AM waaaa, too bad...
Posted by katrina1, 03-07-2012, 05:01 AM They are retesting the memory again fully and 85% complete. Yes, we may need to restore our backups to a new node.
Posted by ttgt, 03-07-2012, 05:04 AM i think you can restore to new node and test old one at the same time,it will save all people's time.
Posted by studee, 03-07-2012, 05:09 AM
Posted by epaslv, 03-07-2012, 05:36 AM
Posted by lehongwang, 03-07-2012, 05:55 AM build new node and rsync please, I'm losing too many visitors
Posted by ttgt, 03-07-2012, 06:32 AM We are still working on getting the server back on-line. We will keep hr thread updated. <<<<<========= i can not understand why they only want to test hardware components,it is not the only way they can do....
Posted by jaguarserg, 03-07-2012, 07:22 AM The memory test completed. We've racked the server and it's back on-line now. The VPS's are being started one by one and it will take a bit longer to start them all due to quota initialization running for each VPS.
We appreciate your patience and understanding in regards to this issue.
Posted by ttgt, 03-07-2012, 07:29 AM so,what is the issue you had find and how do you fix it ?
Posted by katrina1, 03-07-2012, 08:05 AM The server is now back on-line and VE's are bing started one-by-one. It may take some time for all VE's to start as quota initialization is running for each VPS. Still waiting to hear what if anything was found.
Posted by ttgt, 03-07-2012, 08:06 AM is it restore on new node ? or ?
Posted by Coolraul, 03-07-2012, 08:30 AM
Posted by ttgt, 03-07-2012, 08:40 AM Server is unresponsive, we are working on it. More updates will follow.<<<<<<<<<<<<<<<<<<<<<<<<<<< i can not understand what is your sop and why not restore backup on new node directly ?
Posted by epaslv, 03-07-2012, 08:47 AM
We appreciate your patience and understanding in regards to this issue.
Groundhog Day, (day 3)
Posted by ttgt, 03-07-2012, 08:50 AM my vps does not back at all.... i wonder even test ram completely,can it mean what ? if ram run test ok,it mean the issue is not at ram.they really do not need wasting time on test it...or there is something wrong and they do not want to tell us ?
Posted by studee, 03-07-2012, 09:32 AM
Posted by epaslv, 03-07-2012, 09:48 AM
However communication is lacking here, my guys should be telling the clients in tickets and on our forums and announcements exactly what went wrong, how its being fixed, and some eta's.
I'll look into this.
I am better informed though WHT.
Your customer Customer Service Manager David, sent me an email earlier this week requesting feedback, he hasn't even bothered to reply.
This outage is being treated like a typo in an email. I bet this won't go up in your customer testimonials section.
Posted by lehongwang, 03-07-2012, 09:51 AM Will it be down again ?
Posted by studee, 03-07-2012, 09:53 AM
I am better informed though WHT.
Your customer Customer Service Manager David, sent me an email earlier this week requesting feedback, he hasn't even bothered to reply.
This outage is being treated like a typo in an email. I bet this won't go up in your customer testimonials section.Mine still not up !Quote:
Posted by ttgt, 03-07-2012, 11:37 AM down again.....
Posted by lehongwang, 03-07-2012, 11:40 AM down again, losing visitor again, funny with tears
Posted by JayNL, 03-07-2012, 11:43 AM That's terrible to hear. I hope stuff gets resolved soon. Thank god it's only on that specific node, and not site-wide.
Posted by ttgt, 03-07-2012, 11:48 AM what is your sop ? what is your crisis management ability ?
Posted by ttgt, 03-07-2012, 11:49 AM i really wonder if they ask a child to solve the issue,does their boss know the issue...
Posted by studee, 03-07-2012, 12:21 PM Dead Again ! This node is gone for sure now, I am very sure they will try to revive it again , as the new shift of support guys will walk in and this will continue till i don't know when ?
Posted by Zachary McClung, 03-07-2012, 12:23 PM
I am better informed though WHT.
Your customer Customer Service Manager David, sent me an email earlier this week requesting feedback, he hasn't even bothered to reply.
This outage is being treated like a typo in an email. I bet this won't go up in your customer testimonials section.
Your e-mail to David may be in a hold status right now. David has left the company recently and the new CS manager is working through David's tasks.
I can assure you we are more than a one server operation and simply not waiting for the next month of revenue to buy another node.
Posted by ttgt, 03-07-2012, 12:32 PM the thread created in the JaguarPC Community was not been updated for many hours,had you find what is wrong with the node ? or still test ? you had test almost 2 days...it is not a experience company should have..
Posted by Zachary McClung, 03-07-2012, 12:59 PM
Posted by qtriangle, 03-07-2012, 01:42 PM It has been 2 days now.
I have never seen such downtime from a reputed company like JPC.
It is literally killing our business.
Bad of us to put all eggs in 1 basket.
Posted by Zachary McClung, 03-07-2012, 03:11 PM After thoroughly testing all components in the server, our techs have determined that the server has a bad CPU socket. We have disabled the CPU socket for the time being and have brought the server back online. Individual VPSes are being started as I type. Thank you for your patience and we do apologize for any inconvenience this has caused.
Posted by studee, 03-07-2012, 04:45 PM Still Down, Again Down ....
Posted by studee, 03-07-2012, 04:50 PM Ram is faulty, Motherboard Need a replacement Why cant it be on a new node ? some where else with spare capacity ? Baffling !
Posted by Zachary McClung, 03-07-2012, 05:17 PM
Posted by studee, 03-07-2012, 05:38 PM just created a ticket regarding same Ticket #13493267
Posted by Zachary McClung, 03-07-2012, 05:50 PM
Posted by Coolraul, 03-07-2012, 05:51 PM
You are mistaken but if that is the case why did you chose them in the first place?
Posted by lehongwang, 03-07-2012, 09:33 PM what will I do now, wait more (wasting time) or change vps provider (wasting money) or change node ??? is there other node in LA too ?
Posted by Zachary McClung, 03-07-2012, 09:46 PM
Posted by lehongwang, 03-07-2012, 09:56 PM
Old question: is there other node in LA too? I will move, this node is not safe
Posted by Zachary McClung, 03-07-2012, 09:59 PM
Old question: is there other node in LA too? I will move, this node is not safe
Posted by lehongwang, 03-08-2012, 12:19 AM down againnnnnnnnnnnn, waaaaaaaaaaa
Posted by lehongwang, 03-08-2012, 12:22 AM prepare new node in LA please, it was enough, no more patient, this node was not safe anymore, we need move
Posted by katrina1, 03-08-2012, 03:57 AM Hi. We are still seeing issues with the hardware and have new hardware on the way there. What is yours vps hostname? I would like to find the node ID when possible in case it is needed.
Posted by studee, 03-08-2012, 05:07 AM
Posted by lehongwang, 03-08-2012, 05:37 AM I have backup files every 6 hours, just need new VPS at other node and move, that's all. Can't wait this node to be up and down again,
Posted by qtriangle, 03-08-2012, 09:11 AM 3 full days is too much to bear.
I need to think what quality of DC is being offered to me.
Whatever is the problem, being 3 days down is way too much of harm for an internet business.
Posted by Zachary McClung, 03-08-2012, 11:19 AM
Posted by Zachary McClung, 03-08-2012, 11:21 AM
I need to think what quality of DC is being offered to me.
Whatever is the problem, being 3 days down is way too much of harm for an internet business.
Posted by studee, 03-08-2012, 02:12 PM
Posted by Zachary McClung, 03-08-2012, 02:16 PM
Posted by lehongwang, 03-08-2012, 05:48 PM what r u doing now? Backup, replace hardware and restore?
Posted by Zachary McClung, 03-08-2012, 06:00 PM
Posted by beaten, 03-08-2012, 11:44 PM I'm loosing my clients, loosing my money! who will pay this ???
Posted by jaguarserg, 03-09-2012, 06:42 AM The backup of this hardware node is a bit old on our backup server. It got outdated as we are in process of setup of the new backup nodes to get more space for the backups. Unfortunately that disaster happened to the VPS hardware node Kelsier during this process before we could generate its latest backup.
The restoration of the data to the spare server was not possible as the backup we have a bit outdated.
After we get the latest full backup of the entire hardware node, we are going to replace the motherboard, CPU and possibly PSU. If that fails, we will start the restoration to the spare server from the latest backup.
Posted by ttgt, 03-09-2012, 08:18 AM So,you did not backup daily ?
Posted by jaguarserg, 03-09-2012, 08:31 AM
Posted by TheWill, 03-09-2012, 11:56 AM How much longer do you think the Kelsier backup will take?
Posted by Zachary McClung, 03-09-2012, 12:00 PM
Posted by qtriangle, 03-09-2012, 01:33 PM
Its baffling that you are not posting any update in maintenance thread.
"backup is going on" is the update you have posted in the thread http://www.jaguarpc.com/forums/serve...ect-com-5.html
Do you think you have very naive customers who dont deserve to know more information than you posted?
After 60 updates in this thread, we do not have any information what is wrong with server.
I am tired of taking customer calls and explaining them the situation.
I have lost my goodwill and many clients.
Is JagPC going to recover any of it for me??
You can refund money but cannot ask for trust if you keep all customers in grey for 4-5 days.
I was told they take daily backups.
If that was the case, why they are taking backup of full HDD?
If data is outdated, customer should be given choice of getting old data online rather than waiting for many days of backup procedure.
Something definitely is fishy here.
Posted by Zachary McClung, 03-09-2012, 01:47 PM
Its baffling that you are not posting any update in maintenance thread.
"backup is going on" is the update you have posted in the thread http://www.jaguarpc.com/forums/serve...ect-com-5.html
Do you think you have very naive customers who dont deserve to know more information than you posted?
After 60 updates in this thread, we do not have any information what is wrong with server.
I am tired of taking customer calls and explaining them the situation.
I have lost my goodwill and many clients.
Is JagPC going to recover any of it for me??
You can refund money but cannot ask for trust if you keep all customers in grey for 4-5 days.
I was told they take daily backups.
If that was the case, why they are taking backup of full HDD?
If data is outdated, customer should be given choice of getting old data online rather than waiting for many days of backup procedure.
Something definitely is fishy here.
Posted by TheWill, 03-09-2012, 01:50 PM I could have changed some IP's and been up and running a while ago, if I had any idea it was going to take this long.
btw @qtriangle I believe they are backing up the host, so they can swap out hardware.
Posted by chris021, 03-09-2012, 06:18 PM I think the most frustrating part of this has been the lack of information. Right at the start we should have been given the big picture. I.e:
“We have a hardware fault, but the backups are not up-to-date so we are going to persevere with getting the existing hardware up and running. “
Also at the start of the complete backup they should have said this is expected to take 24 hours. Setting realistic time frames would allow us to then effectively manage our customer expectations.
Hardware fails. That is not Jag’s fault. Having let the backup situation get so out of hand I think is quite poor and we should have been notified. Had I been told a week ago that backups were failing I would have made sure that I current copies of my important customers and been able to restore them early on.
I look forward to being able to put this all behind me and I really hope Jag go above and beyond with their “compensation” to demonstrates just how major this has been.
Posted by chris021, 03-09-2012, 07:28 PM Last update over 2hours ago:
"We are replacing Motherboard, CPU and PSU in server and will bring the server back online shortly.We will keep you updated."
Anyone hear anothing else via other channels?
Posted by chris021, 03-09-2012, 07:52 PM Ok... so after 2.5 hours we get:
"Our data center admins are still working on the server, we will keep you posted with further updates. "
So we have gone from "...will bring the server back online shortly." 2.5 hours ago to we are still working on it. Come on Jag... With an outage that has gone on for this long i think better updates could be posted...
Posted by double, 03-09-2012, 08:03 PM 4 days now, I think you guys even not know what is the truely problem with this server
Posted by ttgt, 03-09-2012, 10:42 PM
Posted by myvds, 03-10-2012, 05:04 AM latest update, seems everything is fine now.. Quote:
The motherboard has been replaced along with CPU and PSU. The server is now back online and all VPSs have been started. We deeply regret for the inconveniences caused due to the downtime and we really thank your patience and understanding. We are closely keeping the server under monitoring to make sure that its running fine with the replaced hardware.
Please open a support ticket if you are facing any issues further. We will check with high priority.
Posted by lehongwang, 03-10-2012, 10:37 PM
Posted by Zachary McClung, 03-10-2012, 10:39 PM
Posted by ttgt, 03-11-2012, 01:30 AM
Posted by studee, 03-11-2012, 02:45 AM
Dee
Posted by chris021, 03-11-2012, 02:50 AM I think given the monthly cost of a VPS the compensation is good, but i do agree with Dee. I think it would be great to see a report from management explaining how it happened and what process / procedures have been put in place to prevent such a long outage. As i have said before, hardware fails, thats not Jag's fault, but 4 days is way, way to long to recover from it.
The credit sure is a step in the right direction Jag, but i hope to see some reasurance that makes it clear this major event is a one off, not a result of poor process etc.
Thanks.
Chris021
Posted by qtriangle, 03-11-2012, 02:51 AM JaguarPC has grown well in past because they have provided good service.
Their service was the sole reason of myself being their customer.
I understand that server issues could be painful at times.
But in cases like this, they should ensure that clients do not suffer downtime of more than 2-3 hours.
They should have sound recovery procedure in place to ensure this.
If right steps are taken after this learning, I am sure all future outages will be dealt with promptly. I hope that is the case with JPC.Quote:
Dee
Posted by lehongwang, 03-11-2012, 04:10 AM
Posted by Bernardoo, 03-11-2012, 12:46 PM
Its not hard to understand actually.They are offering you 3 months of service affected by the outage and they are giving you a credit of 100$ on your account for your next purchases i guess you can also use this cash to renew your service.Quote:
Posted by Zachary McClung, 03-11-2012, 01:05 PM
Dee
My fellow managers and I have already reviewed the situation. We are making some changes in to backup procedures and hardware allotments. This was a case of everything that can go wrong, did go wrong with some items simply being outside of our control. I assure you, we are making the necessary changes so that this does not happen again.
Posted by ttgt, 03-12-2012, 07:52 AM does anyone get notify mail from JaguarPC ?
Posted by studee, 03-12-2012, 07:55 AM
Posted by Matt R, 03-12-2012, 09:05 AM
Dee
Think of it this way:
1) They rush to bring things back online more expeditiously. If this were a RAID issue that wasn't being thrown for some unknown reason, that could lead to the total destruction of data. If it were some other issue, it would just result in the server crashing repeatedly with constant reboots to "get you back online".
Benefit: You're "back online faster".
Problems: The server is unstable with large risks of total data loss.
2) They take the node offline, diagnose and repair the issue with zero data loss and return the server to perfect stability.
Benefit: data is retained, server is stable once again
Problems: It takes longer to complete.
In the end, would you rather a rock solid server that took a bit longer to get online or a potentially barely stable server that could end up completely failing at any point in time?
While I do understand that many of you operate businesses from within your servers (as do I), you should also consider that if your VPS is that important to your business that you should likely have your own off-site backups that are up to date enough to bring live elsewhere if absolutely necessary.
Posted by lehongwang, 03-13-2012, 07:06 AM
Posted by Coolraul, 03-13-2012, 07:21 AM
Think of it this way:
1) They rush to bring things back online more expeditiously. If this were a RAID issue that wasn't being thrown for some unknown reason, that could lead to the total destruction of data. If it were some other issue, it would just result in the server crashing repeatedly with constant reboots to "get you back online".
Benefit: You're "back online faster".
Problems: The server is unstable with large risks of total data loss.
2) They take the node offline, diagnose and repair the issue with zero data loss and return the server to perfect stability.
Benefit: data is retained, server is stable once again
Problems: It takes longer to complete.
In the end, would you rather a rock solid server that took a bit longer to get online or a potentially barely stable server that could end up completely failing at any point in time?
While I do understand that many of you operate businesses from within your servers (as do I), you should also consider that if your VPS is that important to your business that you should likely have your own off-site backups that are up to date enough to bring live elsewhere if absolutely necessary.
Jag gets the benefit of not being rushed to diagnose the problem completely and fix whatever needs to be fixed.
The customer gets the benefit of being back in business as quickly as possible - minimal downtime.
Win-Win.
I am sure Jag understands that but to suggest this was handled well, I am sure even Jag knows they could have done better. They are a good operation but this situation was clearly no fun for them either.
Posted by Jag, 03-13-2012, 11:47 AM Its been all of our conversation in management since the problem began.
Posted by JaJae, 03-13-2012, 05:44 PM
Think of it this way:
1) They rush to bring things back online more expeditiously. If this were a RAID issue that wasn't being thrown for some unknown reason, that could lead to the total destruction of data. If it were some other issue, it would just result in the server crashing repeatedly with constant reboots to "get you back online".
Benefit: You're "back online faster".
Problems: The server is unstable with large risks of total data loss.
2) They take the node offline, diagnose and repair the issue with zero data loss and return the server to perfect stability.
Benefit: data is retained, server is stable once again
Problems: It takes longer to complete.
In the end, would you rather a rock solid server that took a bit longer to get online or a potentially barely stable server that could end up completely failing at any point in time?
While I do understand that many of you operate businesses from within your servers (as do I), you should also consider that if your VPS is that important to your business that you should likely have your own off-site backups that are up to date enough to bring live elsewhere if absolutely necessary.
Was it handled horribly? Not at all. But their control of this issue wasn't "perfect" as you described it.
Posted by epaslv, 03-13-2012, 08:08 PM
I trust that JaguarPC is aware of ITIL practices (http://en.wikipedia.org/wiki/Informa...ucture_Library) and should look into implementing these good practices particularly Incident Management.
I can't recommend JanguarPC to anyone as all I see is talk and little action. Our tickets for this outage have not been responded to as yet.
Also, turn off the automated email generator that send emails from David, Customer Service Manager, David, who left several months ago.
Posted by lehongwang, 03-15-2012, 04:50 AM There is no credit/fund in my jaguarpc account,where can I see it ???
Posted by JPC-Jim, 03-15-2012, 10:46 AM Eveyone on the Kelsier node will recieve the credits. They are being added and will be completed by the end of the day.
epaslv,
David has been gone exactly two weeks, what kind of automated emails are you getting. I see nothing in your inbox in our billing system.
Posted by katrina1, 03-15-2012, 11:11 AM epaslv - Please provide your ticket numbers if they have not been replied to.
Action is being taken to add more staff and more spare parts among other things.
Posted by JayNL, 03-18-2012, 09:04 AM server dalinar is down for me now as well.
Posted by DennisC, 03-18-2012, 10:56 AM Server Antioch3 has been on a roller coaster for an hour now, its up and down.
Posted by ModelWebHost, 03-18-2012, 11:39 AM My 2 vps are down. Again downtime, don't know what's happening.
Posted by lehongwang, 03-18-2012, 01:23 PM I see no credit/fund a week after big down time, except new invoice
Posted by coolape, 03-18-2012, 01:42 PM I was on ignotus2.nocdirect.com they moved me to antioch1 because of downtime of 48 hrs,.. and Now am expecting another 48 hours of downtime on antioch1
They said they would credit me on my first downtime on ignotus2 (ticket id: 13490649) I can't see any credit's on my account.
and what are they going to offer me for this down time?
I'm going to start looking elsewhere.. My advise, avoid JaguarPC like the plague, I've only been with them 2.5 weeks, and I haven't had a single week without any incidents.
Posted by JayNL, 03-18-2012, 01:55 PM been down the whole day now... This is getting annoying.
Posted by JayNL, 03-18-2012, 02:54 PM a few servers are hit with switch problems. Read more here: http://www.jaguarpc.com/forums/serve...ta-center.html
Posted by DennisC, 03-18-2012, 03:37 PM Its been like this for hours. It started around 8:17ish this morning thats when i put in my ticket for the vps and server going out I am on.
Posted by JayNL, 03-18-2012, 03:53 PM it's back online now. Thank god!
Posted by coolape, 03-18-2012, 03:59 PM I've got a headache from searching for new providers
Posted by MrShades, 03-18-2012, 04:39 PM Hello Everyone,
We are experiencing a DDOS/ Flood attack on one of our nodes ignotus4 which is causing issues for other servers on the same switch. We are well aware of the issue and working diligently to restore service to all. Jay was kind enough to post a link to local forum where we will be updating our progress.
Thank you for your patience in this matter.
Posted by DennisC, 03-18-2012, 06:23 PM 3 days in and 4-5 hours downtime I sent a cancellation request.
I hope everyone else the best.
Posted by coolape, 03-18-2012, 06:56 PM
I hope everyone else the best.
Posted by JayNL, 03-19-2012, 06:10 AM This was the first major outage I had with JagPC, but it's totally going to be the last on their network. Especially the messed up communication skills are making me sad.
I don't care about reading a forum, I just want to read the info about the outage on the medium I use: Twitter, Facebook, E-mail, WhatsApp, whatever. Don't make me submit a ticket to get a reply that outages are dealt with on the forums. Especially when I find out that in all posts regarding this outage, NONE of the posts refered to the server where my VPS was on.
So all in all: This was handled terribly. The server was 'a bit' overloaded in the morning, and it took JagPC over 11 hours to get it back online. THAT'S A DISGRACE. I'm paying nearly 40 dollars a month for a managed VPS, and this isn't management. This is nothing.
Posted by katrina1, 03-19-2012, 06:27 PM Hello,
I apologize for the issues experienced this weekend with our Atlanta datacenter and for any error in the list of servers mentioned. It appears to have been a DDOS attack from multiple sources on one of our servers which caused issues for others.
We do post server notices in our forums at http://www.jaguarpc.com/forums/serve...announcements/ as well as in your account and your control panel. Should those not be available, we may also post on our blog at http://backup.jaguarpc.com/ or twitter http://twitter.com/jaguarpc.
Posted by GhostHost1, 03-21-2012, 10:49 AM
As a reseller, we work hard to acquire new clients. When the ones we rely on go down for hours at a time, we have to explain it to clients and try to sustain their account. Ultimately, the client leaves and we as resellers lose. Lose time & money.
Posted by JayNL, 03-24-2012, 10:35 PM server dalinar went down again. SolusVM not reachable, as well as all my domains... This is getting frustrating for sure.
Posted by ModelWebHost, 03-24-2012, 10:53 PM
Posted by hclloveh, 03-25-2012, 12:45 AM I think you should ask for moving or plan for next hosting. I don't say JaguarPC is bad hosting provider, just you aren't lucky here.
Posted by ViperNet, 03-25-2012, 07:44 AM Jaguarpc is one of the best VPS provider companies today, this problem happens to any provider, although they quickly solved the problem, I work with them for 5 years.
Posted by epaslv, 03-25-2012, 08:11 AM
Downtime of 3 days 18 hours, no response to tickets, no refund on service. That is not best to me.
Changing RAM, Motherboards, Faulty CPU Sockets, telling us its fixed 10 times only to have the server go down again after 15 minutes. This went on from 6th March until 13th of March. This is not quick to me.
Maybe since you left, they replaced the comapany with monkeys.
Posted by JayNL, 03-25-2012, 10:57 AM It got back online after a while, but this is hurting my business...
Posted by RSNET-John, 03-25-2012, 11:32 AM Why not ask to be moved to a different server?
Posted by 5wayshost, 03-25-2012, 01:10 PM Why not just not sign up? I was going to but hey all this news doesnt excite me at all..
Posted by JayNL, 03-25-2012, 01:23 PM
Posted by JayNL, 03-26-2012, 08:36 AM server loads are crazy again, connection fails etc etc.
JaguarPC is one of the worst hosts I've ever hosted my websites with. Golden tip: don't ever buy hosting from these crappers. THANK GOD I've ran a backup this morning. Time to move out!
Posted by ExpertWebHostNET, 03-26-2012, 09:42 AM I tried JaguarPC earlier and moved to a different host later.. One thing I agree is, there support is slow and has level >> level2 >> level3 hurdle
Posted by JayNL, 03-26-2012, 03:46 PM ... and my 7GB backup file is downloading with a blistering 125kB/s to my new VPS... amazing.
Posted by ttgt, 04-03-2012, 08:40 AM http://www.webhostingtalk.com/showpo...&postcount=126 who get the $100 credit ?
Posted by ModelWebHost, 04-03-2012, 09:38 AM
So many downtime but no compensation yet. Horrible downtime for my 2 servers.
Posted by studee, 04-09-2012, 08:41 AM this thing down again ! 4 days last month, how many now !
Pinging kelsier.nocdirect.com [199.187.210.66] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 199.187.210.66:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
Posted by ModelWebHost, 04-09-2012, 08:55 AM Same situation again. Hacks, downtimes, internal server errors. Still not stable.
Posted by ransome, 04-09-2012, 09:12 AM A host riding too fast down.. wonder what the jag fans has to say about this Once can be excused, twice can be but when this is happening often - you can't give excuses. kpmedia is one hardcore jag fan.
In my view until these issues started based on my friend's experience on the basic vps plan was - Network was alright, speed was ok, support a big no for a managed vps. He moved to hostv later and had a better support. Now, he has a dedicated server with softlayer I think, so no complaints.
hope Jag can really turn things around and they must seriously give this level to level hurdles a big no.
Posted by studee, 04-09-2012, 09:20 AM after 4 days of downtime last month i was using this vps for least important tasks, now it seems even that is not possible , i wonder what can be changed now ! as every thing (hardware) was changed on this node last month !
Posted by double, 04-09-2012, 10:22 AM Maybe another 4 days to get this server up
Posted by qtriangle, 04-09-2012, 01:16 PM Down for ~6 hours now.
Their maintenance page says FSCK running.
http://www.jaguarpc.com/forums/serve...irect-com.html
Last time FSCk took days to complete. This time.. lets keep our fingers crossed.
Posted by kpmedia, 04-09-2012, 03:00 PM
My JaguarPC downtime was as such:
- Virtually nothing in the past year.
- Lots of intermittent network related downtimes (not JPC's fault) from 3/31 to 4/3.
- A few little hiccups on 4/5. Like aftershocks from the big event.
That's it. Nothing since.
If you maintain your own backups, you can easily request to be deployed to a new node. Restore your backups, update your DNS, and you're back in business within a few hours. I've done this at other hosts, when stuff hit the fan, and the server had to be restored slowly -- but I didn't want to wait. (In the end, however, you don't really save much time.)I like Knownhost, too, but they're not immune to issues either. Last summer Colo4 melted down, which wasn't Knownhost's fault, and Knownhost was offline for at least a day or more. There were several subsequent outages later in the fall and winter, as Colo4 took stuff offline to upgrade their infrastructure.Quote:
100% uptime is chasing a wild goose -- a quest of futility. Find a good host, and then be willing to ride it out with them when the service isn't 100% utopian perfection. Otherwise you'll leave Knownhost at some point, too.
.
.
Posted by double, 04-09-2012, 07:21 PM
Their maintenance page says FSCK running.
http://www.jaguarpc.com/forums/serve...irect-com.html
Last time FSCk took days to complete. This time.. lets keep our fingers crossed.
Posted by double, 04-09-2012, 11:29 PM Down 20 hours, still offline, send them ticket, no reply,check ther forum, never get useful infomation:
Today 06:41:
The VZ node "kelsier.nocdirect.com" is currently inaccessible and our Techs in the data center are checking it. We will update this thread as soon as we know more.
Today 08:02 AM:
Our Technicians are still working on this server.
Today 11:11 AM:
File system check is currently running on the server. We will keep you updated here.
Thanks for the cooperation and the patience.
Today 03:06 PM:
File system check has been completed and currently VPSs quota is being recalculated. We will keep you updated here.
Thanks for the cooperation and the patience.
Today 06:43 PM:
We are still working on the server and will keep you updated.
Thanks for the cooperation and the patience.
Posted by double, 04-09-2012, 11:30 PM Last month, my VPS was down 4 days, now, I think I need to wait another 4 days
Posted by qtriangle, 04-09-2012, 11:34 PM This kind of information is no good. It is as good as having no info at all. We deserve to know more details of downtime. Quote:
Today 06:41:
The VZ node "kelsier.nocdirect.com" is currently inaccessible and our Techs in the data center are checking it. We will update this thread as soon as we know more.
Today 08:02 AM:
Our Technicians are still working on this server.
Today 11:11 AM:
File system check is currently running on the server. We will keep you updated here.
Thanks for the cooperation and the patience.
Today 03:06 PM:
File system check has been completed and currently VPSs quota is being recalculated. We will keep you updated here.
Thanks for the cooperation and the patience.
Today 06:43 PM:
We are still working on the server and will keep you updated.
Thanks for the cooperation and the patience.
Posted by qtriangle, 04-10-2012, 02:31 AM Server seem to be back now.
As usual, JaguarPC has not provided any explanation what was wrong.Does someone at JPC care to explain it, and also how you are going to compensate for ~18 hours of downtime?Quote:
Update: The issue has been taken care of and all the VPS' are up and running. If you are still facing any problem, please feel free to submit a ticket and Techs will look into it. Thank you.
Posted by JayNL, 04-10-2012, 04:53 AM Run from these amateurs. Run fast, run run! They have too much downtime, and their support dept consists of canned clowns.
Posted by KnownHost, 04-10-2012, 09:57 AM
My JaguarPC downtime was as such:
- Virtually nothing in the past year.
- Lots of intermittent network related downtimes (not JPC's fault) from 3/31 to 4/3.
- A few little hiccups on 4/5. Like aftershocks from the big event.
That's it. Nothing since.
If you maintain your own backups, you can easily request to be deployed to a new node. Restore your backups, update your DNS, and you're back in business within a few hours. I've done this at other hosts, when stuff hit the fan, and the server had to be restored slowly -- but I didn't want to wait. (In the end, however, you don't really save much time.)
I like Knownhost, too, but they're not immune to issues either. Last summer Colo4 melted down, which wasn't Knownhost's fault, and Knownhost was offline for at least a day or more. There were several subsequent outages later in the fall and winter, as Colo4 took stuff offline to upgrade their infrastructure.
100% uptime is chasing a wild goose -- a quest of futility. Find a good host, and then be willing to ride it out with them when the service isn't 100% utopian perfection. Otherwise you'll leave Knownhost at some point, too.
.
.
Posted by katrina1, 04-10-2012, 01:49 PM Hello,
You may see updates for our Kelsier server at http://www.jaguarpc.com/forums/serve...irect-com.html
The server stopped responding and our Techs in the data center rebooted it. It started running a Filesystem Check on reboot and took some time to complete the check. Many errors were corrected in the Filesystem during this check. The server came online after the Filesystem check completed.
We examined the server thoroughly and found a bad drive in the server raid array causing problems.
Thanks for your patience and cooperation. We do have a full SLA. Customers may contact our customer service department for details.
Posted by qtriangle, 04-10-2012, 01:52 PM
Thanks
Posted by katrina1, 04-10-2012, 02:35 PM Sure. You can see our SLA at http://www.jaguarpc.com/about/policy-sla.php I would still open a ticket with customer service though to discuss your options. Never hurts to ask. :-)
Posted by Flapadar, 04-10-2012, 03:39 PM Judging by the SLA policy, all/most clients who ask will probably be given 80 hours worth of credit.
Posted by Jag, 04-10-2012, 07:58 PM To be fair though, we have not had any "network" outages like this for about 6 yrs and with the changes in place we shouldn't see this again. Our network uptime is near 100% for those 6 yrs. Individual servers and racks may have had their own issues which are quickly resolved but the whole network having issues, is extremely rare... like a once in 6 yrs kind of rare.
Server downtimes are another animal entirely, but the network has been growing and getting stronger by the month. We have made many improvements both recent in the last year, last month, and ongoing.
We did see a major ddos at the same time earlier this month.
Please judge us please on our network history, not this recent incident with a collision of unfortunate circumstances. We apologize for the roller coaster ride recently and thank you all for your loyalty.
Posted by qtriangle, 04-10-2012, 10:56 PM
Server downtimes are another animal entirely, but the network has been growing and getting stronger by the month. We have made many improvements both recent in the last year, last month, and ongoing.
We did see a major ddos at the same time earlier this month.
Please judge us please on our network history, not this recent incident with a collision of unfortunate circumstances. We apologize for the roller coaster ride recently and thank you all for your loyalty.
Even the DC where you have the hardware is your choice, so you are answerable for any situation that renders the websites dead.
Posted by ViperNet, 04-12-2012, 07:09 AM i have on VPS on ignotus2.I have downtime and currently on it. In 12 days only 24 hours was up.
I respond to tickets lies.
The chat I was banned, because they have patience to answer, but can not always wait 24-36 hours for a reply.
Who will pay the money we've lost and I only speak to how many customers have lost.
Posted by qtriangle, 04-12-2012, 11:18 AM
You must be having something wrong with your dns setup or something.
May be jaguarPC can throw some light on this case.
Posted by Zachary McClung, 04-12-2012, 01:10 PM
I respond to tickets lies.
The chat I was banned, because they have patience to answer, but can not always wait 24-36 hours for a reply.
Who will pay the money we've lost and I only speak to how many customers have lost.
Posted by bear, 04-13-2012, 09:08 PM With the original outage being over, any resultant support and complaints should be directed at the Jag support system, so we're closing this thread.
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