vps burstnet down

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Posted by octeto, 03-14-2011, 11:27 AM
addresses 184.82.2.116
Traceroute

Tracing route to nn [184.82.2.116]...

hop rtt rtt rtt ip address fully qualified domain name
1 1 1 1 70.84.211.97 61.d3.5446.static.theplanet.com
2 1 1 0 70.87.254.5 po101.dsr02.dllstx5.networklayer.com
3 1 2 2 70.85.127.109 po52.dsr02.dllstx3.networklayer.com
4 1 4 0 70.87.253.29 e5-2.ibr04.dllstx3.networklayer.com
5 4 1 1 63.218.23.25 ge5-3.br02.dal01.pccwbtn.net
6 46 46 46 63.218.31.42 vl0019.gwy02.sctn01.hostnoc.net
7 46 46 46 96.9.191.14 xe1-02.agg04.sctn01.hostnoc.net
8 47 47 46 96.9.184.61 ec0-61.bf2803.sctn01.hostnoc.net
9 * * *
10 * * *
11 * * *
12 * * *
Trace aborted

almost two hours now...

Anyone?
Posted by BurstNET, 03-14-2011, 11:44 AM
The node is currently being worked on.
.
.
Posted by poke8181, 03-14-2011, 02:32 PM
It's not just the VPS node... all of my web sites are down but my server is accessible via everything but port 80 so it's the burst network that is having issues.

UGH
Posted by Patrick, 03-14-2011, 02:34 PM

Quote:

Originally Posted by poke8181

It's not just the VPS node... all of my web sites are down but my server is accessible via everything but port 80 so it's the burst network that is having issues.

UGH

If everything is accessible but port 80 then it's not the BurstNET network, it would be something specific to your VPS or the server itself. If you have root access to your VPS and can login, try manually starting Apache:

/usr/local/apache/bin/apachectl start
Posted by poke8181, 03-14-2011, 02:36 PM
It's a physical server not a VPS.. restarting apache was the very first thing I did

Now everything is down, not just port 80 traffic
Posted by octeto, 03-14-2011, 02:40 PM
Burst oh burst, i wonder why we keep some smal VPS with this company, the support is as good as a square wheel...
last reply two hours ago:
note the use of the phrase "it seems" after 4 hours downtime and this is the first official reply we get.... outrageous falls VERY short...
guess we can sit and wait for a few days, i asked for an ETA and i still got no reply at all...

-------QUOTE;

Kevin B. has responded to your ticket.

Please preserve the subject line. This is important.

-----------------------------------------------
(Kevin B.)
-----------------------------------------------
Hello,

It seems that the main node you're hosted on is in need of a file system check. Sorry for any inconvenience caused by this issue.

Kevin B.
Technical Support Representative
BurstNET Technologies, Inc.
Technical Support is always available via support.burst.net
Posted by BurstNET_CSM, 03-14-2011, 02:59 PM
You were told 20 minutes after posting here what was going on with the node. The node was being worked on, and it is in presently in an FSCK.

It is impossible to tell how long an FSCK will take on a vserver.

I do apologize for the delay in getting back to you this morning, but it's been an unusually busy Monday.
Posted by jjsanchez, 03-14-2011, 03:09 PM
Mmm...

Why just to this hour???

How many time take do a FSCK ? 1 week ?
Posted by BurstNET_CSM, 03-14-2011, 03:16 PM

Quote:

Originally Posted by jjsanchez

Mmm...

Why just to this hour???

How many time take do a FSCK ? 1 week ?

And FSCK on a vserver as large as some of ours, takes several hours. Not weeks.
Posted by poke8181, 03-14-2011, 03:18 PM

Quote:

Originally Posted by jjsanchez

Mmm...

Why just to this hour???

How many time take do a FSCK ? 1 week ?

file system checks don't come with a progress bar. It can take hours to 10s of hours to complete.

my dedicated server with burst is still down, completely down now where before only port 80 was down. I was able to login via ssh about 30 minutes ago; all services were up and running and my software raid was not reporting any issues and uptime was 3 months.

BurstNET_CSM, any known network issues at the moment? Thanks for your help!
Posted by BurstNET_CSM, 03-14-2011, 03:21 PM
No known issues right now with the network. Did you open a ticket with us? Could you include a traceroute? Can you PM me the ticket number?
Posted by poke8181, 03-14-2011, 03:24 PM
well you suppport staff just removed my IPs and said they were not configured correctly... WTH! The server was up a few hours ago... how do working IPs go from being configured correctly to not configured correctly? I didn't touch anything....

I found that the IPs on your server were not correctly configured and they were preventing the server from connecting to the network. I removed them and added just the primary IP to eth0. You can connect to the server at: 184.82.xx.xx

Thank You,
Al Kane
Technical Support
Burstnet Technologies Inc.
Posted by poke8181, 03-14-2011, 03:28 PM

Quote:

Originally Posted by BurstNET_CSM

No known issues right now with the network. Did you open a ticket with us? Could you include a traceroute? Can you PM me the ticket number?

I don't think i can PM you yet..

Ticket ID: 2612025

Please get this Al Kane person off of my server.. I feel he is doing more damage than help

Also, my server went from 3 months uptime to just 53 minutes of uptime now? So support just rebooted my machine?
Posted by jjsanchez, 03-14-2011, 03:37 PM
Why just to this hour???
Posted by Techy, 03-14-2011, 03:42 PM

Quote:

Originally Posted by poke8181

I don't think i can PM you yet..

You can't PM you're too new it seems.
Posted by BurstNET_CSM, 03-14-2011, 04:12 PM

Quote:

Originally Posted by poke8181

I don't think i can PM you yet..

Ticket ID: 2612025

Please get this Al Kane person off of my server.. I feel he is doing more damage than help

Also, my server went from 3 months uptime to just 53 minutes of uptime now? So support just rebooted my machine?

Al is a very good tech. I can only surmise what happened, but my thought is you (or a package you might have installed) may have changed a config, but had not committed it/rebooted your server since doing so I.E. 3 months of uptime). When your system had to be rebooted today (for reasons still unknown Al found it unresponsive ), your config change took place which was the problem Al saw. Al fixed the problem, but lef tonly your main IP hooked up due to his not knowing how you were utilizing the other IP's.

It's only a WAG, but I'm pretty good with my WAG's. WOudl you like us to attach the rest of your IP's again?
Posted by poke8181, 03-14-2011, 04:33 PM

Quote:

Originally Posted by BurstNET_CSM

Al is a very good tech. I can only surmise what happened, but my thought is you (or a package you might have installed) may have changed a config, but had not committed it/rebooted your server since doing so I.E. 3 months of uptime). When your system had to be rebooted today (for reasons still unknown Al found it unresponsive ), your config change took place which was the problem Al saw. Al fixed the problem, but lef tonly your main IP hooked up due to his not knowing how you were utilizing the other IP's.

It's only a WAG, but I'm pretty good with my WAG's. WOudl you like us to attach the rest of your IP's again?

Yes definitely you are correct that rebooting the machine caused the new issue. I'm pretty sure it was me canceling a block of IPs, I forgot to delete them from my WHM config... so when the server was rebooted possibly the old IPs were not able to bind and caused the errors.

I would like to know why the server was rebooted. I didn't do it and after 20 minutes of submitting the support ticket the server magically rebooted. It went from 3 months uptime to 53 minutes of uptime. The server has been inaccessible since around 11AM-12PM central US time so the server reboot was not the cause for the initial downtime.

Sorry for the statement towards Al, empathize and realize I'm a bit frustrated, sorry Al.

Please do try to bind the rest of my IPs, I ran into errors when trying to do so.

Thanks!
Posted by BurstNET_CSM, 03-14-2011, 04:46 PM
Your server has a non-default ssh port so Al went out into the data center to look into it, and found your server unresponsive. He rebooted it then, and then noticed the problems with the IP's.

Al has already been back out to the datacenter and binded (Bound?) the rest of your IP's.

No problems. Glad you're back up and running. let's go for three years before you go down this time
Posted by Mekhu, 03-14-2011, 04:49 PM
I just wanted to chime in and say I've hosted with many VPS providers and ALL of them run into issues with FSCK. Be patient and keep communicating with your customers if you're hosting on the VPS. All you can do and all Burst can do is wait.
Posted by hornstar, 03-14-2011, 05:07 PM
My server is down as well, I have put in my ticket, (been down for at least 3 hours now). Hope it can be resolved soon.
Posted by octeto, 03-14-2011, 05:41 PM
10 hours and still downed....
Posted by Lambda, 03-14-2011, 06:09 PM
Same here, down for 9-10 hours, asked for an update in the ticket and got nothing (this was 3 hours ago), ticketid 2611473.
Posted by hornstar, 03-14-2011, 06:13 PM
Someone from burst please take care of this ticket {100-2612255}
Ticket was put in an hour ago. Server is still not back up.
Posted by RS Shamil, 03-14-2011, 08:11 PM
May I add that a server of ours is experiencing network traffic issues. I hope none of our clients try to backup their VPS now.
Posted by forlinuxs, 03-14-2011, 08:23 PM
My Dedicated server down from 3 hours

Ticket ID: 2612625
Status: OPEN
When Created: 03-14-2011 - 07:45PM
Elapsed Time: 28 minutes
Since Last Action: 2 seconds

and no one reply me in ticket
Posted by hornstar, 03-14-2011, 08:35 PM
It is very frustrating not having this resolved after so long. They say the server is up, yet no one can access it. It is like everyone is blocked from accessing the server. I have not installed anything or changed anything on my dedicated server tho.
Posted by forlinuxs, 03-14-2011, 08:35 PM
i think its network problem i able to access my server now and i see my uptime
19:33:59 up 11:18, 1 user, load average: 0.00, 0.00, 0.00
Posted by RS Shamil, 03-14-2011, 08:35 PM

Quote:

Originally Posted by forlinuxs

My Dedicated server down from 3 hours

Ticket ID: 2612625
Status: OPEN
When Created: 03-14-2011 - 07:45PM
Elapsed Time: 28 minutes
Since Last Action: 2 seconds

and no one reply me in ticket

I have a feeling something is up, and they're all scrambling to sort it out
Posted by hornstar, 03-14-2011, 09:00 PM

Quote:

Originally Posted by RS Shamil

I have a feeling something is up, and they're all scrambling to sort it out

Scrambling would not be the word i'd use currently.

Ticket ID: 2612255
Status: OPEN
When Created: 03-14-2011 - 04:53PM
Elapsed Time: 4 hours
Since Last Action: 2 hours

To me it feels like they don't even know what is going on, and that they don't know how to resolve it. My patience is running very thin.
Posted by hornstar, 03-14-2011, 09:18 PM
This was my reply:
The primary IP address had been changed from 66.***.***.69 to 66.***.***.79 and the gateway had been removed from the server. I have correct this and the server is again responding.

How in the world does something like this occur???? and secondly it was short lived. I accessed the site fine for 30 seconds, and now everything is timing out.
Posted by UpdownUp, 03-14-2011, 09:35 PM
Did anyone else with Scranton network issues just come back up now?
Hope it stays up...
Posted by octeto, 03-14-2011, 10:12 PM
well i opened this thread and i still dont have service, its been way over 12 hours....!
were is burst support??????? wait and wait, not even a work in progress update...
burst sucks, thats all i can say right now.
Posted by hornstar, 03-14-2011, 10:42 PM
Yeah I feel the same right now. My service has been down for 18+ hours now. So frustrated at how long it is taking to resolve and the lack of communication.
Posted by webstarindia, 03-14-2011, 11:27 PM
Down down down again its down. Created a ticket just now lets see how much time it will take.
Posted by hornstar, 03-15-2011, 12:35 AM
This is useless......

I finally got this response "Please allow SSH traffic from our office IP address of 64.191.49.8 so I may look into this for you. "

What don't they get.....I can't access SSH, WHM, my site, nothing. This started out of the blue, I did not change or install anything on my server.

I wait all day for a response like that! I am getting no where, except more frustrated.
Posted by Dant27, 03-15-2011, 05:31 AM
We still have a VPS down as well, we were asked for a tracert to and from the machine....which would be a great idea if we could actually access it

Ticket 2612057 if anyone from Burst wants to check it, 4 hours since our last update (with a tracert to the machine) and no response.
Posted by octeto, 03-15-2011, 06:07 AM
News are news, even tho hey are quite bad news:
--------------------------------------------
Dear BurstNET® Client,

We recently encountered a critical error with the drive array on the server/node hosting your container.
Our engineers have been working on two different fronts to resolve the issue:

First they are restoring your VPS containers (So you will have the same VEID’s and same IP addresses).
We are going to set up for you a new container, on a new server/node, so you can upload any backup of your site you have, and get up and running while we work on recoving the data.
Your username and passwords may change, but you will be given that info when your system goes live again.
You will receive a welcome letter with your new VPS access information.
We expect to have all this completed within the next 4 to 5 hours.

At the same time they are working to restore the data from the drive array.
We still have no firm ETA on when, and if, data will be available, as there is, obviously, HUGE amounts of data to be checked and verified.
Our hope is to have everything completed by 9AM EST on 3-15-2011.

We will update you again once we complete restoring the containers.

Service Affected:
Posted by Lambda, 03-15-2011, 06:37 AM
Is that an email? because i didn't have received it.
Posted by jjsanchez, 03-15-2011, 08:44 AM
How many time? 2 weeks ?
Posted by octeto, 03-15-2011, 08:49 AM
Its the reply they are sending in a copy/paste manner to all our mails sent yesterday to reboots@bur.......

go figure....
i came to think that working with these node arrays is a mistake, when they fail they fail bigtime and the process of fixing them is slower than buying a brand new server with all the pain and restoration involved.
cheaper is expensive thats all i can say right now.
Posted by BurstNET_CSM, 03-15-2011, 09:14 AM

Quote:

Originally Posted by Lambda

Is that an email? because i didn't have received it.

If you didn't receive the e-mail, check your user account and click MY E-MAILS. If it isn't there, then your problem is not this one.

Quote:

Originally Posted by Dant27

We still have a VPS down as well, we were asked for a tracert to and from the machine....which would be a great idea if we could actually access it

Ticket 2612057 if anyone from Burst wants to check it, 4 hours since our last update (with a tracert to the machine) and no response.

Well, of course, logically, if you can't get to the machine, you can't trace from it. It was more than likely a template response that wasn't tweaked, or an older one that doesn't have the "if you are able" part.

Do we really have to spoon-feed you on this point? or are you just looking for a reason to dig?

In regards to your ticket, I do apologize for the delay and outage you've had. We have one our senior techs looking into it now.

Quote:

Originally Posted by jjsanchez

How many time? 2 weeks ?

You have consistently offered nothing to this thread but single lines of no merit and questionable meaning. Do you have a VPS with an issue? Do you have a ticket open with us? Can you relay that info to me so I can actually try and help you?
Posted by Dant27, 03-15-2011, 10:29 AM

Quote:

Originally Posted by BurstNET_CSM

Do we really have to spoon-feed you on this point? or are you just looking for a reason to dig?

Of course not, it's just frustrating when you wait hours for a response, and when you do get one it says the server is pinging, please provide us a tracert to and from the machine; when the ticket we submitted stated that we are able to ping the IP but not access the server.

But anyway, ticket has been replied to so thanks for that.
Posted by BurstNET_CSM, 03-15-2011, 10:38 AM

Quote:

Originally Posted by Dant27

Of course not, it's just frustrating when you wait hours for a response, and when you do get one it says the server is pinging, please provide us a tracert to and from the machine; when the ticket we submitted stated that we are able to ping the IP but not access the server.

But anyway, ticket has been replied to so thanks for that.

Dan, I totally understand your frustration. We do have everyone working round the clock on this issue, however, and hope to have it resolved soon.
Posted by unimaxlin, 03-15-2011, 11:54 AM
what ever issue you need to fix asap .

Horrible technical support !!!!!!! ...
Posted by unimaxlin, 03-15-2011, 11:57 AM
Please post your issue on web hope someone can help you to fix. Hope you dont have any staging severs.

24 hrs down time is unacceptable ...
Posted by octeto, 03-15-2011, 12:06 PM
Its coming back at my end, at least it seems we lost no data so far.

nearly 28 hrs

good luck
Posted by Dant27, 03-15-2011, 12:13 PM

Quote:

Originally Posted by octeto

Its coming back at my end, at least it seems we lost no data so far.

nearly 28 hrs

good luck

We decided to just purchase another VPS and restore the backups onto that, so we've been up and running for an hour or 2 on the new container. The old one still looks to be down.