Innohosting UK29 down for approx 5 hours

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Posted by StreamGBcom, 12-03-2011, 03:34 PM
Able to ping the server however can't access any websites or cpanel/whm.

Been passed from 4 different people regarding this on an open support ticket. Been waiting for 'Management' to respond stating the reason and the eta. That was 2.5 hours ago.

Been an excellent company and never had problems always been great with support, maybe a Innohosting full moon the last 2 days?

I contacted live support to see if they could chase it up and they responded saying they can't access the server and will have to wait for managements reply.

Not great when you have clients bugging you to see when there sites and email will be back online.
Posted by StreamGBcom, 12-03-2011, 06:42 PM
Just to update this after 8 hours since I created the ticket. I haven't had a response by ticket for 5 hours so I contacted live support again...

Support: I apologize for the delay. It appears your ticket is in with our management. Unfortunately I cannot provide you with any time estimate however I can do my best to get ahold of them internally and let them know that you would appreciate more urgent assistance.

Just want a estimated time and reason to pass on to customers
Posted by StreamGBcom, 12-03-2011, 08:13 PM
Back online now, still no response regarding support ticket.9.5 hours down.
Posted by error12, 12-04-2011, 11:58 AM
Thanks for sharing this info with us. Good luck.
Posted by IH-Rameen, 12-04-2011, 06:45 PM
Hello,

This server was not down. In fact, it's maintained 100% uptime for over a year:
http://reports.panopta.com/ihreportdetail/server/52261

The last outage on this server was 772 days ago and lasted 13 minutes and 36 seconds.
Posted by StreamGBcom, 12-05-2011, 10:24 AM
Hey Rameen,
The server might of been on but http, email and cpanel has not been accessible.

It went back on at 12am gmt Sunday morning but has been running slow since with high load and is now not accessible again.

Also Support told me they couldn't access it.

I have had no responce regarding the problem from Saturday and is now not working again.
Posted by tmaniac, 12-05-2011, 10:36 AM

Quote:

Originally Posted by generaldarkness

Hey Rameen,
The server might of been on but http, email and cpanel has not been accessible.

It went back on at 12am gmt Sunday morning but has been running slow since with high load and is now not accessible again.

Also Support told me they couldn't access it.

I have had no responce regarding the problem from Saturday and is now not working again.

Maybe post your support tickets on here as well as your ticket numbers so that Innohosting can look into for you?
Posted by StreamGBcom, 12-05-2011, 10:44 AM
Hey, the support ticket that is open from Saturday is NZA-966622 I have created a new one today as Live support created it when offline. HTZ-202305

The first one is waiting on management and the one today has just been passed to admins.
Posted by StreamGBcom, 12-05-2011, 03:53 PM
This was fixed quite quickly today. Still have no reason for outage but have received a service credit so can pass this on to my customers. Thanks Rameen.
Posted by IH-Rameen, 12-05-2011, 03:57 PM

Quote:

Originally Posted by generaldarkness

This was fixed quite quickly today. Still have no reason for outage but have received a service credit so can pass this on to my customers. Thanks Rameen.

I must have jinxed it. The monitoring doesn't ping the server, but sends a HTTP request. We find this more reliable as sometimes a server will respond to pings but it's still not serving pages. By checking HTTP we ensure the server is serving pages.

Should be all sorted now, but will continue to keep a close eye on it.