Are there server issues? [merged]

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Posted by prymorsk, 11-24-2009, 09:19 PM
Jixhost.com is hosted at softlayer.com in Tx. I can't get to their site and since they have such a fancy datacenter I figure something must be broken Anyone else having trouble with jixhost.com or is it just me.

Thanks.
Posted by JulesR, 11-24-2009, 09:21 PM

Quote:

* ns1.jixhost.com returned (SERVFAIL)
* ns2.jixhost.com returned (SERVFAIL)

Looks like their nameservers are down. No redundancy?
Posted by prymorsk, 11-24-2009, 09:27 PM
Anyone know what's up with jixhost.com? It is affecting my reseller account and my customers. Just worried a little bit
Posted by JixHost, 11-24-2009, 09:55 PM
Hello,

Yes, server 11 is down and Softlayer is addressing the issue. I apologize.
Posted by prymorsk, 11-24-2009, 10:20 PM
Thank you for the update. Do you post this stuff anywhere other than your website? i.e. twitter or facebook or something? It's nice to be able to know what the issue is and what to expect.
Posted by JixHost, 11-24-2009, 10:24 PM
Our website, but in this case that did not work as the server thats down is also the server that hosts our website. Once this resolves I will comeup with a fail-safe way to notify should an outage occur again. Thank you for your patience as we work through this issue.
Posted by idrocas, 11-24-2009, 10:58 PM
Hi everyone I like to have your support from different locations just to try to find out the status of Jixhost.com at this time (GMT -6 Mexico 8:52 pm) becasue it seems like their service is down for a while at least 2 hours.

I'm a new customer from Jixhost.com and I'm very very concern about this failure.

I really appreciate all your information and support.

Thanks in advance,

Rodrigo Castillo
ROC@S
MEXICO
Posted by idrocas, 11-24-2009, 11:12 PM
Hi there my friend I was reading about the problem from Softlayer and Jixhost.com, there is no redundancy or backup servers for this case.
I'm really concern because I have almost 40 domains down for at least 2 hours.
How many time takes to solve this issue.

Thanks in advance.
Posted by alvinpolo, 11-24-2009, 11:17 PM
JixHost is back up and running.

I am also concerned as i am very new to jix an have been monitoring their uptime before i start switching sites over.

I may need to rethink my switch.
Posted by idrocas, 11-24-2009, 11:18 PM
Well It looks like is working right now so I just going to verify each service from the hosting server just to test everything is working fine.
Thaks Jixhost.com
It takes a while but is working now.
Posted by idrocas, 11-24-2009, 11:21 PM
Well I write to soon because the service is not working totally not the Jixhost.com site not my domains, I have issues with the HTTP and SMTP and POP, I just wait for a few more minutes for comment.
Posted by alvinpolo, 11-24-2009, 11:24 PM
yeah - i posted too soon as well. Was there one minute down the next.

Email down.
Posted by JixHost, 11-24-2009, 11:29 PM
Softlayer is finishing up on the server issue and will be live shortly. I apologize for the issue as it was immediately reported within 2 minutes of the outage. No data was lost. We also keep all accounts on 2 seperate drives for redundancy.
Posted by idrocas, 11-24-2009, 11:36 PM
Hi there alvinpolo, well I like to think too about a switch but can you tell me if you have similar offer as Jixhost.com
Today my clients are complain about a downtime for at least 6 hours so I relly like to switch from hosting provider
I really came to Jixhost.com because the price, not too smart of me, but I feel really really disappointed of this hosting provider
I went through a hard times when I switch from my previous hosting provider to Jixhost.com and I have constanlty have issues realted to the hosting like problems with the DNS and I don't know if that comes from my ISP or from Jixhost.com, because with all my previous hosting providers I never have issues like that
I'm looking right now for a similar offer like Jixhost.com and I really appreciate if you can tell me your opinion
Posted by JixHost, 11-24-2009, 11:50 PM

Quote:

Originally Posted by idrocas

Hi there alvinpolo, well I like to think too about a switch but can you tell me if you have similar offer as Jixhost.com
Today my clients are complain about a downtime for at least 6 hours so I relly like to switch from hosting provider
I really came to Jixhost.com because the price, not too smart of me, but I feel really really disappointed of this hosting provider
I went through a hard times when I switch from my previous hosting provider to Jixhost.com and I have constanlty have issues realted to the hosting like problems with the DNS and I don't know if that comes from my ISP or from Jixhost.com, because with all my previous hosting providers I never have issues like that
I'm looking right now for a similar offer like Jixhost.com and I really appreciate if you can tell me your opinion

Hello,

Part of the problem was you had the wrong IPs listed with your domains private name servers. The other issue was that you did not point to your name servers, you had pointed to ours.

This will result in your domain, email and client websites not to work properly.
Posted by prymorsk, 11-24-2009, 11:58 PM
I had a problem with private name servers and to be honest Jixhost was responsive to the issue even though I had not followed directions. I appreciate switching hosts is a pain but we also can't switch hosts based on a single incident. Moving hosts is hard on clients as well as reseller. I will give Jixhost the benefit of the doubt here but I do remain concerned that name servers and web servers are a single point of failure. Perhaps Jixhost could further explain issue and if steps will be taken to prevent such outage in the future. Perhaps issue was upstream provider?
Posted by idrocas, 11-24-2009, 11:58 PM
Hi there Jixhost.com, please can you tell me who's writing here at WHT? I don't want to talk about support issues, misunderstandings and bad attitude.
Please tell me is not Jose N. who's writing over here.

"BY THE WAY: The information I put on my nameservers is that one I recieve in the welcome email and the process of the DNS propagation takes almost 7 days, also sometimes takes 12hrs to your support team to answer a ticket and the answer is not related with the question or sometimes not solve anything just create more doubt when you question and judge my movements and don't guide me to fix the issue"
"I want to ask, how many people do you have at your support team? Because I always recieve answer from Jose N."
"I want to know why don't you answer at live chat support past midnigth?"
"It result strange to me the reference that you make from my 'errors' while when I send tickets looking for help seems to you don't remember or you don't take a chance to read my previous tickets and I need to start every new ticket explain what I already explain in another ticket"
Posted by JixHost, 11-25-2009, 12:08 AM

Quote:

Originally Posted by prymorsk

I had a problem with private name servers and to be honest Jixhost was responsive to the issue even though I had not followed directions. I appreciate switching hosts is a pain but we also can't switch hosts based on a single incident. Moving hosts is hard on clients as well as reseller. I will give Jixhost the benefit of the doubt here but I do remain concerned that name servers and web servers are a single point of failure. Perhaps Jixhost could further explain issue and if steps will be taken to prevent such outage in the future. Perhaps issue was upstream provider?

Hello,

The culprit was the firewall that locked all access to the server, including root. By replacing the firewall the issue was resolved. No other issues caused the outage so moving forward changes in firewall policy will be implemented to avert a situation happening like this in the future. I sincerely apologise to all those that were affected.
Posted by idrocas, 11-25-2009, 12:15 AM
HI there again Jixhost.com, I like to ask you why you only have one email account to write? I mean it looks like you don't have another account but info@jixhost.com
Do you have email for you CEO, sales department or any other way to ask for help or take any issue to another level?
Thanks for your answer.
Posted by JixHost, 11-25-2009, 12:18 AM

Quote:

Originally Posted by idrocas

Hi there Jixhost.com, please can you tell me who's writing here at WHT? I don't want to talk about support issues, misunderstandings and bad attitude.
Please tell me is not Jose N. who's writing over here.

Hello Rodrigo,

Time and time again we have given you instructions to place the correct information with your domain as we even offered to do it for you. You have threatened us over and over with WHT instead of making the requested changes and waiting for the ips to propegate.

..and yes, it's Jose.
Posted by idrocas, 11-25-2009, 12:24 AM
Hi there Jose N. it looks like is only you attend the issues from Jixhost.com, like I said before in one of my tickets, "it is not personal, it's just business", this is what I write on that tikcket:

Rodrigo Castillo || Client 11/20/2009 02:19
Well I really appreciate your information and support and I know you tried to help me in so many times, but I don't want to look back for past tickets and support issues and misunderstandings, I can only be grateful to you for your support.

But like you recommend to me to try a different host, I'm asking to JixHost.com not to you, to let me try with another support person, it isn't personal but I really like to have another opinion for a different support member with a different criteria and different perspective, that's all.

Until now I feel good and relaxed with the service, the hard times already past after a long period of problems (mine, yours, whatever), so now I verify every day the status of the server and the service and until now everything looks fine.

So by the moment I can't expose myself and my clients to another change of host, after weeks of problems with them I can't take that risk to lose them all, so for now on I stay with JixHost.com

So like I said before it isn't personal, it's just bussines.

I really appreciate all your information and support.

Have a great day!

Good luck!

Rodrigo Castillo
ROC@S
MEXICO
Posted by JixHost, 11-25-2009, 12:28 AM

Quote:

Originally Posted by idrocas

HI there again Jixhost.com, I like to ask you why you only have one email account to write? I mean it looks like you don't have another account but info@jixhost.com
Do you have email for you CEO, sales department or any other way to ask for help or take any issue to another level?
Thanks for your answer.

info (at) JixHost.com is the websites' email address. Clients can contact us by this email, live chat or ticketing.
Posted by idrocas, 11-25-2009, 12:29 AM
Sorry Jose N., but can you answer every question that I made? I always get answers from you but not realted with all the post (here and at Jixhost.com) I like to recive an answer for each point of my messages, if it don't bother you, so I really appreciate all your information and support.
Posted by idrocas, 11-25-2009, 12:33 AM

Quote:

info@JixHost.com is the websites' email address. Clients can contact us by this email, live chat or ticketing.

And you miss "one at a time, not all at the same time"

That was I get as an answer sometime when I ask why you don't answer the live chat or the email while you offer 365/24/7.
Posted by JixHost, 11-25-2009, 12:42 AM

Quote:

Originally Posted by idrocas

Sorry Jose N., but can you answer every question that I made? I always get answers from you but not realted with all the post (here and at Jixhost.com) I like to recive an answer for each point of my messages, if it don't bother you, so I really appreciate all your information and support.

Hi,

No offense taken. I'm actually happy that it shows that I make myself accesable to everybody at all times and thank you.

If the WHT community would like to know more about JixHost internals they can contact us with their request. This thread is about server issues that have now been resolved. I'm sorry that I'm not able to entertain your request but this is not the proper place to do it.
Posted by idrocas, 11-25-2009, 01:02 AM
Well it's a shame that you don't want to talk in front of everybody because it is not for entertain it's just to be clear about the service of Jixhost.com here at WHT, I can't see a better scenario to expose our real status, if I'm wrong I accept so then I apologize, but what happened if you are wrong, like I said I can't see a better place to do it even with a new and dedicated post.

That's the problem and that's why I need to someone else at Jixhost.com support me not just Jose N.

Quote:

I'm asking to JixHost.com not to you, to let me try with another support person, it isn't personal but I really like to have another opinion for a different support member with a different criteria and different perspective, that's all.

So thanks for your time and sorry to everyone else if I bother you with my issues.

Have a good night!

Good luck!
Posted by RedXhostings, 11-25-2009, 05:26 AM
Still down for past 6 hours , my clients are bashing me for this, jixhost can you please tell me how much time it will take you guys or softlayer to again up the server.
Posted by RedXhostings, 11-25-2009, 06:46 AM
Finally its up after 7 to 8 hours of horrifying downtime
Posted by idrocas, 11-25-2009, 11:11 AM
Hi there all my friends of WHT, related to the very long downtime for Jixhost.com, well I was talking with a sales representative from Softlayer and he is not aware of any downtime from yesterday at Softlayer Server 11 (like Jose N. from Jixhost.com said), can anyone verify that?

I'm waiting for an answer from Softlayer support department about this downtime from server 11.
Posted by JixHost, 11-25-2009, 11:15 AM

Quote:

Originally Posted by idrocas

Hi there all my friends of WHT, related to the very long downtime for Jixhost.com, well I was talking with a sales representative from Softlayer and he is not aware of any downtime from yesterday at Softlayer Server 11 (like Jose N. from Jixhost.com said), can anyone verify that?

I'm waiting for an answer from Softlayer support department about this downtime from server 11.

I think everyone on this post agrees that the server indeed was down. Do you think the server was not down and only your accounts? I wish I could say the server was up but that was not the case.
Posted by idrocas, 11-25-2009, 12:08 PM
Good morning Jixhost.com and Jose N., well I don't think that is only my problem I can see that downtime is for real and I agree like everyone else here and I know that affect some other users of your service, I just want to know where that cames from.

But, I like to go more deeply when I have a serious problem, like somebody else said here, I will give you (to Jixhost.com) the benefit of the doubt here but I do remain concerned untill everything goes clear.

I apologize to post this kind of stuff over here, but your blog (Jixhosting blog's) is not update, you don't have a working forum nor a fully functional knowledgebase nor a news system and like there is no other way to express my self but email to Jixhost.com (info@jixhost.com), with all the respect, I found a space here where I put my ideas (right or wrong) and you have the option to be nice or rude, to make it personal or take it professional, because I'm just looking for a nice answer and a kindly support.

I really appreciate all your information and support.

Thanks in advance,

Have a nice day!

Good luck!
Posted by idrocas, 11-25-2009, 12:24 PM
Today at 10:35 am (GMT -6 MEXICO) I got this information from the server status at Jixhost.com, I attach a screen capture (part of it) that shows the status of the server.

Please don't misunderstand, the service is working fine but the status shows a red icon meaning the server has a problem, this is the kind of stuff that creates the doubts and it was hard to me to get and answer for this kind of issues.
Posted by JixHost, 11-25-2009, 12:35 PM

Quote:

Originally Posted by idrocas

Good morning Jixhost.com and Jose N., well I don't think that is only my problem I can see that downtime is for real and I agree like everyone else here and I know that affect some other users of your service, I just want to know where that cames from.

But, I like to go more deeply when I have a serious problem, like somebody else said here, I will give you (to Jixhost.com) the benefit of the doubt here but I do remain concerned untill everything goes clear.

I apologize to post this kind of stuff over here, but your blog (Jixhosting blog's) is not update, you don't have a working forum nor a fully functional knowledgebase nor a news system and like there is no other way to express my self but email to Jixhost.com (info@jixhost.com), with all the respect, I found a space here where I put my ideas (right or wrong) and you have the option to be nice or rude, to make it personal or take it professional, because I'm just looking for a nice answer and a kindly support.

I really appreciate all your information and support.

Thanks in advance,

Have a nice day!

Good luck!

Hello Rodrigo,

This is the fist time we are going to make a decision like this and place it in public view for all to see, I'm sorry.

I know what you are getting at and based on your previous threats (tickets) to us about WHT it appears that you will deliver on them. No matter what we do for you, you always complain and it's never good enough. We respond to your every request and even offer to do it for you and you still try to find reasons to complain publicly bordering absurd. (like challenging that the server was really down). Situations like this go on and on and on with only you.

The last thing that we want is an unhappy customer and it appears that you are vey unhappy but are choosing to continue to host with us for which I do not understand. Therefore today we have made the decision that we will not be hosting you and or your clients any longer. Please make arrangements to secure a new host as there are many good ones here on WHT. We will give you 7 days from today to transfer your accounts over to your new host.

A few years ago I never understood why SprintPCS sent out letters to a 1000 customers saying that they will no longer be able to provide service to them. You have, over time have made it clear as to why.
Posted by JixHost, 11-25-2009, 12:42 PM

Quote:

Originally Posted by idrocas

Today at 10:35 am (GMT -6 MEXICO) I got this information from the server status at Jixhost.com, I attach a screen capture (part of it) that shows the status of the server.

Please don't misunderstand, the service is working fine but the status shows a red icon meaning the server has a problem, this is the kind of stuff that creates the doubts and it was hard to me to get and answer for this kind of issues.

We are working on our WHMCS which is why our staus shows red. No accounts are affected as you have said. I imagine your intentions are to create doubts publically which is fine and expected from you.
Posted by idrocas, 11-25-2009, 12:51 PM
OK I see what is going here and I apologize to you and to everyone if I create a doubt scenario, maybe I can't write in a good way to express my self.

So, well it looks really bad to me to find in seven days another host to transfer my domains, so I now go directly to Jixhost.com client area to make an arrangement.

I really appreciate all your information and support.

Thanks in advance.
Posted by ThePrimeHost, 11-25-2009, 01:07 PM
Yowza! I admire how you dealt with his public posting threats. Beware the trolls who'll come in and say what they think potential clients would "want to hear" and bash your action.

Almost every host that has been around a while has had to show a "bad apple" the door a time or two. Obviously showing people the door wont make you any money, but there are some clients that simply are not worth the stress they can cause.

This person chose to stay with your service because you offer a lot for the money. I hate to say it, but the lower end of the market tends to complain more (even if they are the source of their own issues), expect more for less and be a bigger drain on your support staff.

Quote:

Originally Posted by idrocas

OK I see what is going here and I apologize to you and to everyone if I create a doubt scenario, maybe I can't write in a good way to express my self.

So, well it looks really bad to me to find in seven days another host to transfer my domains, so I now go directly to Jixhost.com client area to make an arrangement.

Someone sure changed their tune quickly.

You know we're all human and any experience in this industry will tell you that things can and do go wrong. What matters is addressing and fixing those things as fast as humanly possible to keep your clients and your clients' clients happy.
Posted by alvinpolo, 11-25-2009, 09:32 PM
Yesterday there was a lot of downtime - my stats tell me about 6 hours 44 minutes. So idocras has a point - being completely powerless and out of the loop tends to make people jittery.

Managing expectations for the price is an important aspect with hosting - you can't please everyone all the time and you will die younger if you try.

I will continue monitoring and see how frequent outtages are before i commit to sending sites over.
Posted by JixHost, 11-28-2009, 11:54 AM
Our upstream provider, SOFTLAYER has provided us with a downtime window which will affect all servers that are located in Dallas, Washington and Seattle.

DAL01 has a 15-20 minute expected downtime during 0600 - 0700 GMT 11/30/2009
Original Issue Reference:
With the introduction of 4-byte ASNs (Autonomous System Numbers), a newly devised method of injecting a specifically crafted prefix into the global route table allows for the BGP process to be reset on older IOS code.

http://www.cisco.com/warp/public/707...0729-bgp.shtml

Please be aware that during this time, our systems will also be unavailable. This includes, but is not limited to, support via email and the portal, alongside the main website. Please be aware that our ability to assist you will be severly limited, as we do not have direct control over the network and its associated infrastructure.