KnownHost down? [merged]

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Posted by Bahawolf, 08-10-2011, 12:05 PM
Hey everyone! Does anyone know what happened to KnownHost? Our server is down and their main site is also inaccessible right now.
Posted by Fastian, 08-10-2011, 12:06 PM
Knownhost seems to be along with my VPS. Their support, site ... both down. Forum seems to be up.
Posted by kayz, 08-10-2011, 12:07 PM
I was just going to post something, you've beaten me to it. Their website is down along with my 2 separate VPS's. However my dedicated is still up and running with them.
Posted by include, 08-10-2011, 12:08 PM
Just noticed this myself - they are on twitter but have not posted any updates. http://twitter.com/#!/knownhost
Posted by kemuel, 08-10-2011, 12:09 PM
It's more than just Knownhost.
Posted by Shwan, 08-10-2011, 12:10 PM
I'm having the same issue, can't get to my VPS and can't get to their website.
Posted by divva, 08-10-2011, 12:10 PM
It's down - it's all down. Please God - don't let it be gone forever.
Posted by avizzle, 08-10-2011, 12:11 PM
Colo4 is experiencing a power plant issue and has a vendor in route.
Posted by Bahawolf, 08-10-2011, 12:12 PM
Do you know what provider is having the issue by chance? I'm just curious, and it'd help to inform my clientele base.
Posted by xxkinetikxx, 08-10-2011, 12:12 PM
Our hybrid box is down. I JUST moved to knownhost from VPS.net... along with about 20 or so client sites. Hope this isn't a normal thing.
Posted by avizzle, 08-10-2011, 12:13 PM
Colo4 in Dallas is experiencing a power plant issue, possibly related to their PDU maintenance last night. They have vendors in route.
Posted by ComputerChris, 08-10-2011, 12:13 PM
Yeah, my site is down also. Oh well.. It's Life..
Posted by seanpenn2212, 08-10-2011, 12:13 PM
yup all my VPS on knownhost down too
Posted by include, 08-10-2011, 12:13 PM
This is the first time i can remember them going down since we've been with them.
Posted by xxkinetikxx, 08-10-2011, 12:14 PM
Colo4.com is down too....
Posted by sosys, 08-10-2011, 12:14 PM
me too.. it's down!!!!!
Posted by Shayan|Evolucix, 08-10-2011, 12:14 PM
I can confirm that Colo4 is indeed having issues. Our boxes are in the Colo4 DC, and they're down as well. This is not any fault of Knownhost.
Posted by KnownHost-P, 08-10-2011, 12:15 PM
According to Colo4 there is a problem with part of their power plan. At s very moment we don't know what exactly is affected as there is no network access to any of our gear with them. We, as usual, will post any additional information we will have on our forums. Regards, Paul
Posted by kemuel, 08-10-2011, 12:15 PM
It's like avizzle said www.colo4.com, the entire datacenter is down.
Posted by Formas, 08-10-2011, 12:15 PM
Yes, from here also down. I have 6 VPS down and 1 up. But I am sure that KH will fix it fast, because KH is great. Thank you Paul for update us.
Posted by Hostify Networks, 08-10-2011, 12:16 PM
Well, that's annoying. I get the feeling this thread is going to explode since it's the entire Colo4 datacenter that seems to be down.
Posted by Bahawolf, 08-10-2011, 12:16 PM
Thank you for your response, Paul. Are the forums hosted elsewhere? I can't access the site (knownhost.com).
Posted by mario4322, 08-10-2011, 12:16 PM
omg, all my sites are down what the hell is going on??
Posted by include, 08-10-2011, 12:16 PM
http://forums.knownhost.com/showthread.php?t=3184
Posted by Nonchalant, 08-10-2011, 12:17 PM
same here. Seems like total blackout TX. Would love any sign of life, even in this thread. edit: nevermind... I see your post above. Their main site didn't work for me so I see a forum of their's does now.
Posted by alexzand, 08-10-2011, 12:17 PM
Yeah my dedicated is down. Scary part is there is no phone number to contact them. You hope they dont just disappear.
Posted by kayz, 08-10-2011, 12:17 PM
Nope this is the first time they've gone down in my memory of almost 2 years now! Agreed.
Posted by include, 08-10-2011, 12:18 PM
Paul from Knownhost has posted in this thread...
Posted by sosys, 08-10-2011, 12:19 PM
thanks Paul for the updates..
Posted by chanilla, 08-10-2011, 12:21 PM
Server down, customer portal down as well so no support tickets. Same for you? Duration thus far?
Posted by Hsunami, 08-10-2011, 12:22 PM
http://forums.knownhost.com//showthread.php?p=14798 You should subscribe to that forum so that you'll get an email if any new threads come up regarding service issues.
Posted by divva, 08-10-2011, 12:22 PM
This is DEFINITELY not "situation normal" for KnownHost. I haven't had this sinking feeling since moving my VPS to them.
Posted by mindnetcombr, 08-10-2011, 12:23 PM
down for me too, the knownhost.com website and some VPS on TX DC.
Posted by Patrick, 08-10-2011, 12:24 PM
Not all of Colo4 is affected.
Posted by chanilla, 08-10-2011, 12:24 PM
Thanks! Didn't see that.
Posted by ServerZoo, 08-10-2011, 12:25 PM
we are hit as well, how long has it been down?
Posted by KnownHost, 08-10-2011, 12:26 PM
This isn't specific to us. Colo4dallas.com is the issue where our Texas servers are. They haven't replied to us with an ETA as of yet. We're doing everything humanly possible as usual.
Posted by include, 08-10-2011, 12:26 PM
Paul, any chance of keeping the twitter feed up to date? Easier for us to follow than forums. Thanks
Posted by sosys, 08-10-2011, 12:27 PM
no generator/backup power for such a datacenter ?
Posted by LanceTan, 08-10-2011, 12:27 PM
Ugh! Hit. I'm glad WHT is still up or else I wouldn't have known how to check the updates =)
Posted by xmiccyx, 08-10-2011, 12:27 PM
KH should refund us for this
Posted by Arsalan, 08-10-2011, 12:27 PM
down down.. servers are down.. and staying down till some one gets their screwdriver going..
Posted by f16006, 08-10-2011, 12:28 PM
hard to imagine
Posted by KnownHost, 08-10-2011, 12:29 PM
We have a twitter account but it's not utilized for outages as that's what our forums are for. I will pass this request to the NOC who has ability to post such updates. In the future, we may implement it.
Posted by UH-Matt, 08-10-2011, 12:29 PM
Please bear in mind that it seems most of the colo4 facility is down, Paul is unlikely to be able to give you updates every 60 seconds... this could be a little while and the flow of information out of the datacentre will be limited as people actually try and work on the problem. this is a significant problem, and affecting a huge number of people and businesses (not just knownhost) so please have some patience and understanding here.
Posted by Formas, 08-10-2011, 12:29 PM
Yes, it is a good idea. Please Paul, consider this.
Posted by MiaK, 08-10-2011, 12:30 PM
Exactly, besides I can't even access the forums anymore!
Posted by Nonchalant, 08-10-2011, 12:31 PM
Thanks! I'll say again that ..... I lost count how long I was a customer lol. ok checked. since March 23rd of 2010 their performance has been top knotch. And no downtime I can pin on them happy VPS customer...
Posted by include, 08-10-2011, 12:31 PM
Thanks very much, it's a great tool for this sort of thing, appreciate you looking into it :-)
Posted by icoso, 08-10-2011, 12:32 PM
What happened to their backup generators? I thought they should have been online by now!
Posted by Eid Adam, 08-10-2011, 12:32 PM
Down here from KnownHost
Posted by icoso, 08-10-2011, 12:33 PM
KH only had outage like this one other time that I recall about 2-3 years ago. Some of there servers failed when the power came back online. One of the servers some of my accounts are one was one of them.
Posted by ServerZoo, 08-10-2011, 12:36 PM
maybe generator die too? this thread should change to "colo4" instead of knownhost ;p
Posted by MiaK, 08-10-2011, 12:36 PM
This is not the first time something like this happens (main server down, all sites down, support down) - see this May thread: http://forums.knownhost.com/showthread.php?t=2988 and it was also the Texas colo!
Posted by Tzeapa, 08-10-2011, 12:36 PM
down for me too... also knownhost.com is down as well, at least for me
Posted by Maiev, 08-10-2011, 12:37 PM
Oh noe, its down :3 I thought I broke the server again ;; lol Last edited by Maiev; 08-10-2011 at 12:40 PM.
Posted by KnownHost-P, 08-10-2011, 12:37 PM
Colo4 keeps silence. The last (and the only) update they provided was 32 minutes ago. Since that time they did not reply to the ticket and their phone is constantly busy. I wish I would have any additional information to update our customers but all that we have is their initial reply about some sort of an issue with one phase of their power plant. Regards, Paul
Posted by sosys, 08-10-2011, 12:40 PM
hi, was searching about colo4 and found this url: https://sas70registry.com/registry/colo4 Seems the audit expired last year ?
Posted by mSuleman, 08-10-2011, 12:40 PM
Ops, Same with me MY VPS is down aswell and Knownhost main website down aswell when this issue can be fixed forum post is not working because main site is down.. ouchhhh
Posted by ServerZoo, 08-10-2011, 12:41 PM
still down, cough**
Posted by GCM, 08-10-2011, 12:43 PM
Is this in the new or old Colo4 building or both? Seems to be a mix.
Posted by Hoopla-Brad, 08-10-2011, 12:44 PM
Well Colo4s Twitter account is slowly receiving more followers, but no tweets.
Posted by numerix, 08-10-2011, 12:45 PM
Our server is down too, hope we get an update soon Hope servers come back up really soon with no damages to our data
Posted by arsalan123, 08-10-2011, 12:45 PM
My only worry is that all the data is safe. Is there any chance that all the data is lost? There are many customer sites hosted on my VPS
Posted by pjsmith, 08-10-2011, 12:46 PM
Yep, down for me too!
Posted by chanilla, 08-10-2011, 12:48 PM
Nah, theirs r1soft to offsite so I wouldn't worry about that too much. Not to mention that would be a total catastrophe.
Posted by wap35, 08-10-2011, 12:50 PM
This really sucks. I am sure KnownHost is doing everything they can as they are well recognized as a great provider. Having said that, from a client/customer's perspective, it does not really matter whether it is colo4 or anyone else - It only matters whether if the site is up or down. If a client messes up its own site, it is the client's own responsibility. Anything else beyond that is KnownHost's responsbility from a client's view. The buck stops at KnownHost as far as the client is concerned. This applies to all hosts, naturlaly and not just knownhost but this is the second issue KnownHost has had that I am aware of in the past two weeks. As much as I like KnownHost A LOT, this is very frustrating. Last edited by wap35; 08-10-2011 at 12:55 PM.
Posted by FastNAwesome, 08-10-2011, 12:56 PM
This is brutal... I Just moved to KnownHost the other day, because of issues with another host. Great, now i have to start my search for a host all over again. Even more brutal, is the lack of updates from host and DC & quite shocking that Twitter is not being utilized.
Posted by lycheepassion, 08-10-2011, 12:57 PM
Wow I've been trying to reach them the last few days left msgs with sales, support hasn't been able to migrate my account and told me I need to go from 60 to 75gb now I see why they don't answer... Wish I didn't pay for a year. Need a refund.
Posted by mSuleman, 08-10-2011, 12:57 PM
I have no idea about what you are talking about but i am new with KH only three month with them their support are great and also other thing but this is second time i am facing issue with my VPS server i am new with hosting business and i think this type of things will effect my new hosting business. I hope that they will fix this issue soon, one thing there own website is down so strange for me.
Posted by numerix, 08-10-2011, 12:58 PM
I know, but I have people adding data every 5 minutes, so in the event of a data loss, I will have a hard time telling them to redo the day's work! Anyway, offsite nightly backups are better than nothing, but I am sure it is a network issue so nothing to worry about as long as things go back to normal in a few minutes.
Posted by KnownHost, 08-10-2011, 12:58 PM
We're being ignored by Colo4 (the Datacenter) but rest assured we are all over them.
Posted by include, 08-10-2011, 12:58 PM
No need to look for another host. This is a rare co-occurrence with knownhost, and a problem with the datacenter they use, nothing they can control. As Paul has posted, they have only received one update from Colo4, so other than him posting "nothing new yet" every few minutes, we are as up to date as we can be.
Posted by onagolaera, 08-10-2011, 12:59 PM
Hi, your website is down as well and my machine in CA is acting up. If you see this could you please check why I can't get the machine at 67.222.12.135 into maintenance mode? The PPPanel gives me no control over my machine at all.... Thanks.
Posted by Graeme_Standing, 08-10-2011, 01:01 PM
After having been with KH for a six months now, I can vouch for their great service. This is obviously something they can't control.
Posted by chrisranjana, 08-10-2011, 01:01 PM
Can anyone try going to www.knownhost.com ? I'm not able to open their website ?
Posted by Nonchalant, 08-10-2011, 01:01 PM
I agree twofold.... you know how many host's I went thru before settled on KH? now that was Brutal
Posted by imteaz, 08-10-2011, 01:02 PM
its down for me last 1 hour.. ummm
Posted by PCTechMe, 08-10-2011, 01:03 PM
You are correct. Not working here. http://www.webhostingtalk.com/showth...07#post7619407
Posted by icoso, 08-10-2011, 01:03 PM
FastNAwesome - KH is the Best host out there. Hands down. Paul is the best person to work with. I have been with seveal other providers and found KH 5years ago. They have ALWAYS been on top of any problems that have occurred. If you would actually take the time to read through these post instead of just bad mouthing KH you would understand what's going on.
Posted by Patrick, 08-10-2011, 01:04 PM
We've had servers at Colo4 (though another provider) since 2006 and this is the first power outage. People who are whining and saying how awful this is need to chill out. These freak outages can happen to any provider. It sucks, a lot, but some things are out of your control.
Posted by chrisranjana, 08-10-2011, 01:04 PM
I have hosted an important website with them and my site is down.
Posted by sites4marketing, 08-10-2011, 01:05 PM
We have a couple of VPS Knownhost. and servers CollocateUSA (collo4) and both services are down now. It is very strange for me in 3 years we've never had a similar problem, hopefully soon be resolved
Posted by UH-Matt, 08-10-2011, 01:06 PM
Colo4 have power vendor enroute to work on the issue. No ETA, this could be a long one.
Posted by brentpresley, 08-10-2011, 01:07 PM
Does not help that it has been > 100 degrees in Dallas for the last 38 consecutive days. 4 more days, and that is the most ever.
Posted by KnownHost, 08-10-2011, 01:07 PM
We continue to ask for updates from Colo4 but they continue to ignore our tickets. We call and their phone is busy. Trust us, we're doing everything we can.
Posted by AbsoluteA, 08-10-2011, 01:07 PM
I am starting to freak out. I have all kinds of customers calling me and bitching me out. I had no idea anything was down until just now. I hope this gets fixed as soon as possible. One thing I can say is I never had a problem like this within the four years I was with GD (not that I recommend them for their crappy server services). Please fix this asap. Please.
Posted by argv1900, 08-10-2011, 01:08 PM
Received this message : ---------------------------------------------- We have an issue with one phase of our power plant. We have a vendor in route now to deal with this issue. We will provide more information as soon as we are able to. ---------------------------------------- You may reply to this ticket by accessing the following website: https://accounts.colo4.com Please do not respond directly to this email.
Posted by wap35, 08-10-2011, 01:08 PM
This really sucks. I am sure KnownHost is doing everything they can as they are well recognized as a great provider. We have had a wonderful and oustanding experience with KnownHost and will NOT look for a different provider over this - I hope others don't. This is unusual for KnownHost. Having said that, from a client/customer's perspective, it does not really matter whether it is colo4/datacenter or any other company else that causes the outage - It only matters whether if the site is up or down. If a client messes up its own site, it is the client's own responsibility. Anything else beyond that is KnownHost's responsbility from a client's view. The buck stops at KnownHost as far as the client is concerned. This applies to all hosts, naturlaly and not just knownhost but this is the second issue KnownHost has had that I am aware of in the past two weeks. As much as I like KnownHost A LOT, this is very frustrating.
Posted by sosys, 08-10-2011, 01:09 PM
im really wondering where is the backup power or generator.. weird..
Posted by arsalan123, 08-10-2011, 01:09 PM
Can any Knownhost official or old customer give me some hope that all my date will be safe when server comes back? Does KnownHost keeps backup in some other place?
Posted by Formas, 08-10-2011, 01:09 PM
Well, I am think strange that Colo4Dallas support dont give any explanation about that. As I see in KH forum, Paul and KH is doing all that is possible, but Colo4Dallas do not respond tickets and they do not answer the phone.
Posted by PCTechMe, 08-10-2011, 01:10 PM
You're going to see a few of the big players down. singlehop appears down as well. http://www.colo4.com/ is down.
Posted by alexzand, 08-10-2011, 01:10 PM
You should back up your own data - You can't depend on a provider to back up the data for you. Tough Lesson but you wont let it happen again I bet.
Posted by Speckz, 08-10-2011, 01:11 PM
I was told this came from Colo4:
Posted by Hoopla-Brad, 08-10-2011, 01:12 PM
Baring in mind they probably have no phones or support computers running...it would be nice if they at least jumped on Twitter and made use of their account for once.
Posted by diki24, 08-10-2011, 01:13 PM
finally i find someplace where knownhost rep has replied. We have 4 Server and catering a very live and active App. Even few minutes of downtime will hurt big time. ETA would help us tide through far better. please let us know on this asap. And i dont understand why it would be only colo4dallas problem and knownhosts'. If you have selected them as your partner than it is your problem as well, as far as we knownhost customers are concerned. btw, i tried accessing our LA server and thats not working as well.. so where is the problem. A proper explanation is required. Dikshant for Funstar.
Posted by dustinjshaw, 08-10-2011, 01:14 PM
We've (Fluid Consulting) been hosting with Colo4 directly for 7 years. In that time I've seen only one major outage (I actually happened to be there at that time - it's eary when a colo gets that quiet). That outage was early on in our hosting there. I personally wouldn't blame your hoster - there aren't many things you can do to predict this with a good quality hosting provider like this. We are in a better quality data facility (Sungard) to better prevent this with our top-tier services, but we have a decent amount that is out right now due to the Colo4 outage
Posted by wat3v3r, 08-10-2011, 01:14 PM
Uhh i'm on the LA servers and nothing seems broken for us, running smoothly as always
Posted by Eid Adam, 08-10-2011, 01:15 PM
Your data in safe don't worry the issue happened will not effect clients data at all. Server having no problems, it's issue with power of the data center.
Posted by KnownHost, 08-10-2011, 01:19 PM
Please PM me your IP or email address. If someone leaves us a voicemail we always call them back so maybe there is a miscommunication (wrong number?) or something.
Posted by Bahawolf, 08-10-2011, 01:19 PM
KnownHost is an incredible provider -- no doubt about it. This is out of their control. I just hope that it comes back soon.
Posted by golfmonke, 08-10-2011, 01:21 PM
My sites are down too.
Posted by KnownHost, 08-10-2011, 01:22 PM
Hello, Our California datacenter isn't affected as we don't use Colo4.com there. This issue is in Texas ONLY. Let me know your IP in California and I'll take a look.
Posted by zabtek, 08-10-2011, 01:22 PM
Any new updates my phone is blowing up from customers
Posted by icoso, 08-10-2011, 01:22 PM
You might want to see this. I don't know if Oncor provides power for Colo4 but this is interesteing power outage map. http://www.oncor.com/community/outages/#
Posted by KnownHost-P, 08-10-2011, 01:22 PM
As I can see your self-managed VPS is up and running and ssh is running there as well. I do not see web server running there but I might be mistaken as you have quite a bit of various processes running and might have some "exotic" web server there. Do you have troubles logging in to your system through ssh? If so, please PM me the error message you're getting so I can check it out for you. Regards, Paul
Posted by sosys, 08-10-2011, 01:22 PM
1 hour and 30 minutes has passed. if the power is down, server is down, and when the power is up, need to do some fdisk ?
Posted by gamemaster, 08-10-2011, 01:24 PM
Blaming Knownhost is like blaming the TV network when electricity is out. Nothing can be done about it.
Posted by Apolo, 08-10-2011, 01:24 PM
Thread moved from Web Hosting forum to Providers and Network Outages and Updates forum.
Posted by mavs-fan, 08-10-2011, 01:25 PM
Hopefully, they'll be issuing refunds or credits for the downtime. This is unacceptable for a managed VPS.
Posted by KnownHost, 08-10-2011, 01:26 PM
http://www.webhostingtalk.com/showthread.php?t=1072692
Posted by Apolo, 08-10-2011, 01:27 PM
Threads merged.
Posted by diki24, 08-10-2011, 01:29 PM
Ok my bad.. i thought this ip:209.236.117.20, was hosted in LA, as it was in a similar range as our other LA servers but i stand corrected i thikn it is in Tx. Can you please throw some light on whats the reason for this outage and what is the ETA? This will help us in communicating with our users better. otherwise its just a blackhole right now.
Posted by Formas, 08-10-2011, 01:29 PM
Yeap. fsck will take some hours. So when power up, we will wait more some hours to fsck done. Today will be a long day
Posted by tobaria, 08-10-2011, 01:30 PM
More info about this colo4 Issue http://www.webhostingtalk.com/showthread.php?t=1072692
Posted by Apolo, 08-10-2011, 01:31 PM
Again, threads merged.
Posted by mbrand, 08-10-2011, 01:33 PM
Power outages happen, but Knownhost advertised that they are in a location with backup power. Is "the vendor in route" for the power backup system?
Posted by Patrick, 08-10-2011, 01:37 PM
Redundancies fail. Nothing is perfect in the real world. I'm fairly confident Colo4 tests their equipment regularly, they follow industry standard protocols... sometimes **** just happens. It's not like they are a budget data center that loses power every other week... (and believe you me, I've been in data centers that did have power outages every month!)
Posted by jruiz, 08-10-2011, 01:38 PM
What is happening with knowhost ... I can not access knownhost.com ... all my sites are not running (of course)..
Posted by mbrand, 08-10-2011, 01:39 PM
I found an answer to my above question. It was in this thread "Colo4 Service Entrance 2 issue": http://www.webhostingtalk.com/showthread.php?t=1072692
Posted by troboy, 08-10-2011, 01:41 PM
Power problem at Dallas Collo4 DC. Only forums.knownhost.com is live. I dont think so it is disaster. Same thing happened before around 5 months. I hope they will be up ASAP
Posted by kayz, 08-10-2011, 01:43 PM
Guys i'll put my hands up... i think i am to blame for this power loss. I was updating my vbulletin from 4.0.5 to 4.1.5 it got to 68% and it just stopped..., it's still at 68%.. i soon realised the website wasn't working. I think the update put a lot of strain on the cpu ultimately affecting the power supply? no?
Posted by Bahawolf, 08-10-2011, 01:43 PM
I don't think they will or should -- I doubt that their SLA holds them liable for unforeseen power outages. These things happen and if your customers try to hold you liable, your SLA should protect you as well. KnownHost have done everything they can as they always do. Their hands are just tied here.
Posted by Patrick, 08-10-2011, 01:43 PM
*holds up the pitchfork* GET HIM BOYS!
Posted by chanilla, 08-10-2011, 01:44 PM
LOL wut
Posted by alexzand, 08-10-2011, 01:44 PM
who sayd http://www.singlehop.com/ was down? I can see their site fine
Posted by Marcelos, 08-10-2011, 01:44 PM
This is really frustating. I will probably look for an alternative. Not the first time!
Posted by law guy, 08-10-2011, 01:45 PM
Why was the other thread on this deleted? Strong moderating.
Posted by jruiz, 08-10-2011, 01:45 PM
A big power problem... I can not access the forum ... Knowhost is an excellent company ... I hope to solve soon .. thanks for your reply ..
Posted by Hsunami, 08-10-2011, 01:46 PM
It wasn't deleted. It was merged. http://www.webhostingtalk.com/showthread.php?t=1072669
Posted by wat3v3r, 08-10-2011, 01:50 PM
your upgrade blew up the whole datacenter!? :rageface:
Posted by aurictitan, 08-10-2011, 01:53 PM
Knownhost, We understand there is nothing more you can do at the moment. But it would be a good idea to let your average customer know that you are working on the problem. Please post an update on Twitter: http://twitter.com/knownhost *Only nerds browse WHT Also wouldn't it make sense to have some kind of status blog on a 3rd party that will be up even when you site goes down? Last edited by aurictitan; 08-10-2011 at 01:57 PM.
Posted by Tzeapa, 08-10-2011, 01:53 PM
it's been 2 hours....damn
Posted by Echizen, 08-10-2011, 01:53 PM
Update: The main website is still down, however my server in California DC is working fine KnownHost is a great vps provider as long as I know, hope this issue will be resolved soon.
Posted by KnownHost, 08-10-2011, 01:55 PM
This request was passed to the appropriate people internally.
Posted by kayz, 08-10-2011, 01:55 PM
hahaha honestly out of all the days, the one day i decide to update the forum software in many many months today the servers had to break.. just my luck. My browser is still open and at 68%... Just trying to loosen up this thread a little. But i do hope it comes back up later tonight.
Posted by wat3v3r, 08-10-2011, 01:57 PM
Welcome aboard to the nerd bandwagon, you can always subscribe to this thread and get email updates ya know? Amazing ain't it you do not need to be a "nerd" when you do so.
Posted by Echizen, 08-10-2011, 01:58 PM
It only happen to KH's Dallas DC, my CA server is working fine. Thanks God
Posted by icoso, 08-10-2011, 01:58 PM
I have several customers who are very understanding about power outages at this point.
Posted by wat3v3r, 08-10-2011, 01:59 PM
I don't like vb4 still using vb3 dreading the time, when i will be forced to upgrade to that "amazing" version
Posted by dustinjshaw, 08-10-2011, 02:00 PM
I hope it comes up sooner than that - we have a number of client offices that are unable to do any work since 11CST because they are down... Plus I'd like to do better things with my day than field calls saying "Yes, the datacenter is down"
Posted by onagolaera, 08-10-2011, 02:01 PM
Thanks! PM sent. Yes I was investigating the issue when I was notified that TX went off the net ... everything always happens at once
Posted by KnownHost, 08-10-2011, 02:01 PM
Yes, this effects just the Texas datacenter. California is working great as usual. So this is isolated just to Texas and we're at the mercy of the datacenter at this point. They are working on it as the thread states posted by them directly.
Posted by sosys, 08-10-2011, 02:01 PM
Paul, how long it takes for fsck when the power is up ?
Posted by aurictitan, 08-10-2011, 02:02 PM
Appreciate that. You can see the kind of comments that came up in this short span of time. http://twitter.com/#!/search/knownhost As a PR/marketing guy, I would recommend Twitter damage control should be one of the first things you need to be doing in these kind of situations. (besides fixing the problem)
Posted by wap35, 08-10-2011, 02:03 PM
I would like to know what KnownHost will do so that we can avoid this situation in the future. I understand that this is caused by colo4 but surely there are other things KnownHost can do so to mitigate future occurences (like redundant power supply, multiple connections in and out, kick colo4 for the curb...).
Posted by icoso, 08-10-2011, 02:03 PM
Oncor Power outage info: Summary by Service Area Last updated: 08/10/2011 12:50:26 SERVICE AREA CUSTOMERS OUT Dallas Metro Area 141 East Texas 3 Ft. Worth Metro Area 188 Southern Texas 3 West Texas 6 TOTAL 341 Click here to view the Oncor system map illustrating regions
Posted by arthur8, 08-10-2011, 02:15 PM
Any News??
Posted by onagolaera, 08-10-2011, 02:16 PM
Not sure if they can, at least not for the price they are charging. I think this is up to the server operator to add redundancy at a different provider/datacenter. I am almost done with my setup and was going to flip the switch this Sunday, one week to late
Posted by Hoopla-Brad, 08-10-2011, 02:17 PM
http://www.webhostingtalk.com/showthread.php?t=1072692
Posted by sosys, 08-10-2011, 02:17 PM
up now ? i can see colo4.com is running
Posted by DPDO1, 08-10-2011, 02:17 PM
Is the Knownhost outage affecting East Coast clients too? We're in DC and can't access our site or the Knownhost site.
Posted by troboy, 08-10-2011, 02:17 PM
Wow, so many people are discussing , I think fsck depends upon how much disk space you are consuming. KH is doing good, I hope they are giving their best shot. Now that was really hilarious . . . This downtime happened 2 times in year 2011 & both the times, it was power issue, I think KH should re-think upon staying with colo4.
Posted by arthur8, 08-10-2011, 02:19 PM
Thank you.
Posted by elmister, 08-10-2011, 02:25 PM
you mean fsck? Hope most servers will do a quick fsck
Posted by wap35, 08-10-2011, 02:29 PM
Ditto. Totally in agreement.
Posted by alexzand, 08-10-2011, 02:29 PM
I have never heard of COLO4. I guess this is why they have Cloud hosting.
Posted by viclopez, 08-10-2011, 02:29 PM
will us KH people be getting any kind of compensation for the downtime?
Posted by Visbits, 08-10-2011, 02:30 PM
Now you just gotta hope KH's nodes were all running good raid controllers with STRONG write cache battery's. Sometimes the battery's decay over time and if you don't have proper monitoring they can go dead in the period of a few hours. Reputable company should be running good gear anyway, wouldn't be that worried. :-)
Posted by Visbits, 08-10-2011, 02:30 PM
Wow your sure in a hurry to get money for an outage. I'm pretty sure they are well within their SLA, 99.9% gives you SEVERAL hours per year downtime. <> Last edited by bear; 08-11-2011 at 08:23 AM.
Posted by Formas, 08-10-2011, 02:31 PM
@Paul - KH Paul, I would like that you comment the following: === This is absolutely the first time we have had a service entrance failure, and still with an entire entrance going down customers using A/B were not affected. === Above is a post from Colo4-Paul of which implies that only non-redundant servers are down.
Posted by Apolo, 08-10-2011, 02:32 PM
Threads merged.
Posted by layer0, 08-10-2011, 02:35 PM
Colo4-Paul's post is not entirely correct. Other providers in Colo4 who even have A/B feeds are still having issues. If both PDUs feeding them power are down, then A/B doesn't help.
Posted by dustinjshaw, 08-10-2011, 02:37 PM
Correct. We have A/B power and are down.
Posted by FastNAwesome, 08-10-2011, 02:38 PM
How come not even an email from KnownHost to their client base to atleast acknowledge the outage and give some kind of update? I haven't received anything.
Posted by viclopez, 08-10-2011, 02:44 PM
Awesome. Congrats on stooping low and resorting to name calling. Some of us have sites with actual visitors and income. I'm sorry if you don't care that your site has hours of downtime and will miss the few google spiders it gets a day.
Posted by Apolo, 08-10-2011, 02:45 PM
As far as I know, they host their main site in the datacenter which is down at this moment, so that might be the reason why they cannot send any notices out. The weird thing, though, is that they are not even using Twitter to post any updates and their off-site forums are up & down as we speak: http://forums.knownhost.com I can only guess that it is a small VPS which cannot withstand the high load of many customers trying to access it during this outage.
Posted by RDx321, 08-10-2011, 02:45 PM
They posted it on their forums, forums.knownhost.com/showthread.php?t=3184 I kinda understand why they haven't sent an email, they simply can't because they have no working server to send it from.
Posted by Jen DevourerofBooks, 08-10-2011, 02:46 PM
Your Twitter account isn't utilized for ANYTHING, you guys have posted 14 times in over 2 years. Most of your users don't necessarily know about your forums and CERTAINLY can't find them when your site is down. Twitter is the first place many people look for outages from a variety of service providers. It certainly wouldn't hurt you guys to make a brief statement about an outage and point people to the forum. For a webhosting company your use of Twitter is extremely disappointing.
Posted by SomeGuyTryingToHelp, 08-10-2011, 02:48 PM
Colo4 Service Entrance 2 UPDATE ________________________________________ It has been determined that the ATS will need repairs that will take time to perform. Fortunately Colo4 has another ATS that is on-site that can be used as a spare. Contractors are working on a solution right now that will allow us to safely bring that ATS in and use it as a spare while that repair is happening. That plan is being developed now and we should have an update soon as to the time frame to restore temporary power. We will need to schedule another window when the temp ATS is brought offline and replaced by the repaired ATS.
Posted by Visbits, 08-10-2011, 02:48 PM
Actually I'm with a provider and downtime is inevitable. Unlike you we don't go begging for a refund on the time offline. If your business is that critical invest in geographic redundant DNS with automatic failover and replicate your data between two locations.
Posted by atomic69, 08-10-2011, 02:48 PM
I haven't received anything either. When I realized my VPS was down, I had to do a Google search for "Knownhost down" to figure out what was going on. The knownhost.com site was not resolving for me for a long time. Maybe it was being overloaded? At least 2 people in this thread have mentioned it would be a good idea to update the knownhost twitter account. Gee, ya think? Both times, the Knownhost guy on here said he would pass the suggestion along to management. It's understandable that the Knowhost staff has been busy. But HOURS into this problem and no one in the entire company can take 1 minute to update the twitter feed to even MENTION there is a problem? FAIL. Last edited by atomic69; 08-10-2011 at 02:52 PM.
Posted by RDx321, 08-10-2011, 02:54 PM
I second that notion!!
Posted by KnownHost, 08-10-2011, 02:56 PM
We rarely have issues so that's why Twitter hasn't been utilized much but with all things considered this may change. An update may be posted but it won't be somewhere we do back and forth discussions as we use our forum for that. Again, this is unfortunate and we are deeply sorry this happened with the Datacenter we're using in Texas. California works fine where we host thousands of VPS's.
Posted by justbeachy, 08-10-2011, 02:56 PM
Amen. Nice to hear a voice of reason
Posted by icoso, 08-10-2011, 02:57 PM
I'll have to setup a VPS in California and create redundants backups of all my customers there.
Posted by KnownHost-P, 08-10-2011, 03:00 PM
Got this from Colo4: You make check the status of this issue at https://accounts.colo4.com/status/ this will have the most update information as we get it.
Posted by KnownHost, 08-10-2011, 03:00 PM
Actually, we've tried to post on Twitter but since our email is down we can't retrieve the password as the employee in charge is away as his wife just had a baby. We are posting on our forums though but in the future if something like this happens updates will be on Twitter but we won't be responding back and forth. Just updates.
Posted by ComputerChris, 08-10-2011, 03:01 PM
KnownHost, Is it possible to have our data migrated to the L.A. datacenter once this power issue is resolved? Last edited by ComputerChris; 08-10-2011 at 03:05 PM.
Posted by WattsNet, 08-10-2011, 03:05 PM
We can listen to these 'voices of reason' all day long but our hosting customers are not going to understand all this techno-babble about ATS and service entrances.... all they know is that they have been down for over 2 hours now (and counting). I have officially lost 2 clients so far. This is beyond frustrating. Im going to have to re-evaluate my whole setup.
Posted by Jen DevourerofBooks, 08-10-2011, 03:05 PM
You can utilize Twitter for other things rather than outages, you know. And I still think it is beyond ridiculous that I had to Google the problem to even have any clue what is going on and sign up for yet another site to be able to communicate with you. I think you need to stop passing the suggestions about Twitter along and find someone to update it RIGHT NOW. I just did a search and you have a whole lot of frustrated customers over there.
Posted by KnownHost, 08-10-2011, 03:06 PM
You can definitely signup for a California VPS and we'll move your data over for you. IP's would change but we'd manage the migration for customers as long as a control panel such as cPanel is used. We apologize this happened in the Texas datacenter. In 6 years this is the first time an issue like this happened there and we're not taking it lightly.
Posted by Mikey this way!, 08-10-2011, 03:07 PM
I hope everything comes back online soon. Clients contacting us from all communication channels.
Posted by KnownHost, 08-10-2011, 03:08 PM
I totally understand. Our phones are blowing up and we're doing our best to answer them.
Posted by Jen DevourerofBooks, 08-10-2011, 03:09 PM
You guys are really missing the point of Twitter, you have used it poorly ever since you signed up. It is also ridiculous/inexcusable that only one guy has the Twitter password when you know for a fact he'll be out of the office for a family event like this.
Posted by troboy, 08-10-2011, 03:13 PM
We all facing the same problem here. There is no point in becoming panic. Be calm and patient. Nobody will get anything by shouting on forums.
Posted by RDx321, 08-10-2011, 03:14 PM
Is there a way that i can switch my servers to the a/b power source when this issue is resolved?
Posted by Chazhound, 08-10-2011, 03:15 PM
My vps is down.... first time i've had any issues with Knowhost... I'm sure they are doing the best they can... most my clients are ok so far... hosting is explained from the start that things can happen....
Posted by KnownHost, 08-10-2011, 03:18 PM
I think Twitter is the last of our worry right now to be honest. Our goal is to get the servers back online. We're not perfect so all things will be considered. Our forums have always been used as our source of communication when a rare issue of downtime occurs. This will change...
Posted by KnownHost, 08-10-2011, 03:19 PM
There are customers with a/b power sources down. That comment wasn't entirely true by Colo4.
Posted by alexzand, 08-10-2011, 03:19 PM
I guess I could slept in today. Sitting here clicking REFRESH gets old.
Posted by Spudstr, 08-10-2011, 03:21 PM
If that is the case then the whole A/B theory/product they offered was not a true A/B system then. Unless you only have one utility feed, but ideally most normal datacenters that offer A/B have different utility feeds, ATS gear etc that feed the diverse UPS and gensets.
Posted by Jen DevourerofBooks, 08-10-2011, 03:23 PM
It isn't the least of your worries, though, because the customers who only look there are going to assume you have crappy customer service and just can't be bothered to update them about an outage that is >three hours old. In a situation like this, informing customers should be at about equal priority as getting the servers online, or you would be hanging out here. My experience with you guys is that your service is severely lacking. You're prompt, but rarely helpful. Such is the case today, you're here, but most of your customers who don't have their own VPN are not, and they're annoyed and, as far as they know, nobody cares.
Posted by KnownHost, 08-10-2011, 03:28 PM
Thanks for your opinion. I know better then to say our service is severely lacking. This is a rough situation so thanks for smearing it in our face. Much appreciated..
Posted by Mikey this way!, 08-10-2011, 03:29 PM
I've been with KnownHost for quite some years now & this is the first issue we have faced. Nobody is perfect. So far I've had a good experience with them. Also, downtime is inevitable. In the current situation I don't think there much KH can do. It's up to Collo4. However, I am concerned when everything would be back up. Any updates or eta would be appreciated.
Posted by kootta, 08-10-2011, 03:30 PM
yeah my server is down too and their website is down too
Posted by Chazhound, 08-10-2011, 03:31 PM
I rather them spend their time on a solution to get the servers up... they already explained the issue and will update us when they have something newsworthy... My clients are informed and understand so far... but they were prepared long ago that problems sometimes happen. Call them before they call you goes a long way...
Posted by Jen DevourerofBooks, 08-10-2011, 03:32 PM
Really? Is this high school? I'm giving you my honest opinion of my time with KnownHost (and not being completely negative, because I did acknowledge that you guys reply very quickly). The fact that you are responding to a paying customer who is trying to provide constructive criticism with something like "thanks for smearing it in my face" is something I will be taking up with your supervisor after this outage is resolved.
Posted by Patrick, 08-10-2011, 03:34 PM
From what I heard, those with A/B *do* have power, however, there's a switch or something that's down on Colo4's end that's causing their servers to have no access.
Posted by alexzand, 08-10-2011, 03:35 PM
here is what is posted on the site Updates Current Update It has been determined that the ATS will need repairs that will take time to perform. Fortunately Colo4 has another ATS that is on-site that can be used as a spare. Contractors are working on a solution right now that will allow us to safely bring that ATS in and use it as a spare while that repair is happening. That plan is being developed now and we should have an update soon as to the time frame to restore temporary power. We will need to schedule another window when the temp ATS is brought offline and replaced by the repaired ATS. Previous: 13:05 There has been an issue affecting one of our 6 service entrances. The actual ATS (Automatic Transfer Switch) is having an issue and all vendors are on site. Unfortunately, this is affecting service entrance 2 in the 3000 Irving facility so it is affecting a lot of the customers that have been here the longest. The other entrance in 3000 is still up and working fine as well as the 4 entrances in 3004. Customers utilizing A/B should have access to their secondary link. It does appear that some customers were affected by a switch that had a failure in 3000. That has been addressed and should be up now. This is not related to the PDU maintenance we had in 3004 last night. Separate building, service entrance, UPS, PDU, etc. We will be updating customers as we get information from our vendors so that they know the estimated time for the outage. Once this has been resolved we also distribute a detailed RFO to those affected. Our electrical contractors, UPS maintenance team and generator contractor are all on-site and working to determine what the best course of action is to get this back up. 12:40 Colo4 is currently experiencing a power issue.
Posted by KnownHost, 08-10-2011, 03:36 PM
We're doing the best we can. It's like a storm blew by and knocked the power out of your house. We've even called the owner's cell of Colo4. We're not perfect but we do our best and always will.
Posted by atomic69, 08-10-2011, 03:38 PM
What he said. In this situation, quickly letting people know there is a problem is simply good customer service. Period. If you guys have to be convinced of this (and it seems like you do because every reply on the subject is something like "ok...but...") then you guys are a lost cause.
Posted by Jen DevourerofBooks, 08-10-2011, 03:39 PM
I TOTALLY GET you guys have little to no control over this situation. My point is that this is even a more important time to update your customers, and not just the ones with the VPNs, but the rest of us with just individual sites who would never think to look on webhostingtalk. For all most of the people on Twitter know, this IS your fault, and since you obviously can't use your emails, it is important to use every other possible channel.
Posted by wap35, 08-10-2011, 03:40 PM
I agree that I rather they spend time on resolving the issues ASAP rather than just informing for the sake of informing. We have been very happy with KH until now. At this point, we all know enough what's going on. The focus and priority should be resolving the issues. I was of the understanding though, that KH can't do much but waiting for colo4. Still, from a customer's perspective, we hold KH responsible because they are responsible for selecting data center and other related items because that is what we rely on them to do to avoid outage. Again, from a customer's point of view, we shouldn't have to even know who colo4 is and what they do. Don't take it the wrong way though, KH - We will stick with KH through this. You guys have been great. I am simply pointing out that to a customer, the buck stops at KH.
Posted by Chazhound, 08-10-2011, 03:40 PM
At least you, (knownhost), are posting... please keep us informed should an ETA of service is determined...
Posted by atomic69, 08-10-2011, 03:41 PM
Wow. Very professional.
Posted by chanilla, 08-10-2011, 03:43 PM
You guys obviously just wanna bitch... Uptime monitors pinged me, I glanced around various places, saw nothing, started a thread and had a response within 5 minutes. It's not like they're unreachable, and I hope they continue to ignore the whiners and work on getting services back online instead. That's how it should be.
Posted by alexzand, 08-10-2011, 03:44 PM
Sounds like to me that KnownHost is in the same boat we are in all. Sitting here and hoping it comes back online soon.
Posted by troboy, 08-10-2011, 03:45 PM
Looks like ETA is Min. 2 hours http://www.webhostingtalk.com/showth...1072692&page=4
Posted by Patrick, 08-10-2011, 03:47 PM
Clearly, some people in here think the more you whine the faster things will get fixed. People, people! Simmer down a little bit. We're all frustrated with this outage, none of us want any downtime but there's absolutely nothing that KnownHost can do from their end. They are a customer of Colo4 and are just as much along for the ride as the rest of us.
Posted by troboy, 08-10-2011, 03:48 PM
1 tweet, 1 retweet, 1 FB like and 1 G+ for your statement.
Posted by gamemaster, 08-10-2011, 03:50 PM
If you want updates you can look here: https://accounts.colo4.com/status/ However even that page loads very slow and that is the host KnownHost is counting on.
Posted by morpheus, 08-10-2011, 03:50 PM
Have been with KnownHost for the last 1 year and never faced an issue like this. Surely they are trying but why not use Twitter as a channel to communicate when their forum is going down every few minutes? Just see all the #knownhost messages in Twitter. I had to search so Google when my site went down to find that they are the one having an issue. At least they should have tweeted once about the issue.
Posted by JonBFL, 08-10-2011, 03:53 PM
Let's all stay clam, and let the folks do their work. The fact they are down doesn't mean they can't have a couple folks posting updates via WHT and other channels. If their bosses thought these folks were needed to bring things back up, they wouldn't be here, right??? Please note that MS Cloud and Amazon EC3 got clobbered in Dublin last week, and they certainly had more redundancy and disaster planning resources (in theory at least) than a company like KnownHost. And that's the second strike for Amazon in the past 5-6 months -- both multi-day outages for deep pockets, big enterprises, talk about pressure! WHAT WILL be important, will be to hear (down the road) what the plan is to avert or contain this kind of slam-dunk from happening again. Stay cool fools!
Posted by camm, 08-10-2011, 03:55 PM
Nothing is severely lacking with KH. They are affordable and up until today I have had almost 100% up-time with unbelievably fast servers and excellent support. As far as I can tell this is not their fault and their hands are tied. Hosting companies go down, crap happens and we just learn to live with it. The only suggestions I have is maybe have updates via twitter or send out a mass email to their customers via a g-mail account or have a free host blog such as blogger where you have a back up to keep customers updated. Other than this I am happy with KH and will be keeping my business with them.
Posted by jmroyalty, 08-10-2011, 03:56 PM
I've just moved to KnownHost recently, and I can already tell you that their support is top notch. y'all (like @Jen whateveryournameis and @apolo??) need to take a chill pill or something - stuff happens - life's a b.tch, then you die, etc, etc I live in the DFW area, and we're on day 40 of 100+ temps - that may very well be part of the issue with the equipment A refund? haha, gimme break - KnownHost is one of the more reasonably priced providers out there - prior to moving to KnownHost, I was paying more and getting a lot less in both reliability and support. ps - Twitter would be the last place I would look for help or info
Posted by Callous, 08-10-2011, 03:56 PM
QUOTE from gamemaster If you want updates you can look here: https://accounts.colo4.com/status/ However even that page loads very slow and that is the host KnownHost is counting on. ======================= Probably loading slowly because everyone and their uncle are hitting that page. Sheesh... take a chill pill people. Unless you can go to Texas and fix it yourself this very moment, there is absolutely nothing you can do but wait like the rest of us. We have over 30 servers there. Customers are complaining, but I simply relay the information I have from Paul and move on. I, like most of you, will lose customers over this. And those customers will experience the same glitch somewhere else and move along and so on. This stuff happens. So, open a can of Bud, sit back and let Colo4 do what they need to do to get it fixed, and stop blaming Knownhost for something that is out of their control!
Posted by Chazhound, 08-10-2011, 03:56 PM
Finding out what happened was fairly easy especially for a resourceful webmaster or host service... and they can not give answers until they recieve them in this case... Twitter would be the last place I would look for updates anyhow... I think they are doing everything they can...
Posted by glasspeace, 08-10-2011, 03:57 PM
I think everyone should be patient, if this was something that happened often with knownhost we would have every right to be pissed. I just moved to knownhost from a host that towards the end was having down time every other day. It was very frustrating, since I've been with knownhost this has been the first problem they've had. I do think that response of smearing it in our face was pretty immature, and unprofessional. It shows how frustrating this situation is, but if you are a spokesperson for a company you should be able to keep your cool and think twice before you say anything. Customers are going to be abusive, it's just something you have to deal with in business. You can't hit back, you just have to learn not take it personal.
Posted by layer0, 08-10-2011, 03:59 PM
This man has the right idea.
Posted by Asco, 08-10-2011, 04:00 PM
Hello, yesterday, my VPS at futurehosting was down too, and they tell us that they have to do maintenance today Is there a relation between FutureHosting and KnownHost? Thank you
Posted by JonBFL, 08-10-2011, 04:00 PM
So, open a can of Bud, sit back and let Colo4 do what they need to do to get it fixed, and stop blaming Knownhost for something that is out of their control! I'm with you, but make mine a Woodhcuck Amber!
Posted by Jen DevourerofBooks, 08-10-2011, 04:00 PM
I am specifically talking about their customers who are NOT webmasters and host services, but just host individual sites through them.
Posted by alexzand, 08-10-2011, 04:11 PM
I wish someeone would explain to me why a host needs a host. Can I not just host directly with colo4?
Posted by jawwad kalia, 08-10-2011, 04:12 PM
My server with them is down too!! Can anyone tell me how much exact time has passed since the issue arose?
Posted by Alex Vojacek, 08-10-2011, 04:13 PM
Completely out of line comment, really, you have to actually USE the service to state that it is "severely lacking" i did not have any problems whatsoever and when I did a screw up with something a ticket was answered right away, the predisposition this guys have is exemplary, I will still be here even after this all gets fixed because I believe in the people behind knownhost. You do what you will, but should be more reasonable, this is not a normal ocurrence, if you can't understand that you shouldn't be posting on this forums.
Posted by Callous, 08-10-2011, 04:13 PM
QUOTE=alexzand I wish someeone would explain to me why a host needs a host. Can I not just host directly with colo4? ==================== Are you THAT wealthy?
Posted by RDx321, 08-10-2011, 04:15 PM
4 hours 6 minutes 59 seconds
Posted by icoso, 08-10-2011, 04:17 PM
In Layman's terms... Colo4 only provides services for Service providers, hosting companies, and other companies that want to Co-Locate their servers in a multi-million dollar, secure and managed facility. They don't want to deal with someone who is wanting to create a blog... and can't figure out how to get it working.
Posted by Hsunami, 08-10-2011, 04:18 PM
No, it's a different market. Colo4 is a colocation provider and rents out network, space, power, while companies like KnownHost comes in with server hardware and networking gear and provides VPSs to customers.
Posted by jawwad kalia, 08-10-2011, 04:18 PM
This is crazy! All the servers are down & they have not even updated regarding this
Posted by Jen DevourerofBooks, 08-10-2011, 04:19 PM
That line was less about today and more about the customer service (NOT service as in uptime) I experience from them routinely in the 2+ years I've been a customer. I totally get that today's thing is not normal, as I explained in other posts, and I'm not bothered by the fact that they can't work magic and just MAKE everything at Colo4 work again. You're taking things out of context.
Posted by Callous, 08-10-2011, 04:19 PM
Yes, they have... you have to read this entire thread to see the updates.
Posted by Hostify Networks, 08-10-2011, 04:21 PM
Both collocate servers at Colo4. That's the only relation as far as I know. You can view the status from FH here: https://my.futurehosting.com/announc...uncement_id=85
Posted by jazc, 08-10-2011, 04:22 PM
Knownhost, 99.99% time on ???
Posted by jawwad kalia, 08-10-2011, 04:26 PM
I switched to them with a hope to get this much uptime! and they ruined it!
Posted by Chazhound, 08-10-2011, 04:28 PM
I agree... but then some are not ready to manage their own hosting and usually end up with budget solutions and experience much more frequent problems... No excuse for not having a outage communication strategy, but at least they are trying. Bet they have a solution after this...
Posted by mSuleman, 08-10-2011, 04:28 PM
KH is great never face such issue before and i read all posts regarding this issue, this is not in KH hands because this is outage problem. I hope that this issue will be resolved soon, KH is affordable, always fast server and 100% uptime and great support always. I proud to be a KH customer some times happens like this. just cool i am also in hosting business but we can't do anything with outage
Posted by Callous, 08-10-2011, 04:28 PM
If you read this thread, you would see that KnownHost hasn't ruined anything. This is something out of their control since the problem is at Colo4! KnownHost, right now, is in the same boat all of us are. KH continues to be a great company and when the dust settles, I am still with them!
Posted by KnownHost, 08-10-2011, 04:30 PM
Yes, we maintained 99.9+% uptime across nearly 200 servers for 5+ years until this datacenter issue which is out of out control. We pay them big bucks for premium service so this is tough for everyone involved. One thing I can say is we are committed to our customers and aren't going anywhere. It's unfortunate this happened but your in the hands of a host that have a lot of experience and will do everything we can moving into the future. We are deeply sorry for this rare occurrence caused by the datacenter.
Posted by jawwad kalia, 08-10-2011, 04:33 PM
Well, glad to hear directly from you! Hope to have this resolved soon! Any estimated time....??
Posted by icoso, 08-10-2011, 04:33 PM
Jawwad... Get a grip on reality. 99.99% uptime means they could have 87 hours of downtime in a year and still meet that rate. Get back to us in about 3.5 days...
Posted by jawwad kalia, 08-10-2011, 04:34 PM
Lol! I don't really care about a year in total! I really care to have my main site Uptime maintained on a month to month basis!
Posted by Callous, 08-10-2011, 04:36 PM
jawwad.... no eta yet... good time to catch up on the thread... all your answers will be found in it.
Posted by KnownHost, 08-10-2011, 04:37 PM
We've been asking that for awhile now and their updates page keeps referencing ETA's but no ETA's given. I promise you we're doing everything we can. We are very sorry.
Posted by jawwad kalia, 08-10-2011, 04:37 PM
Yeah i read that! Hoping to get this resolved soon, just like you!
Posted by soyo, 08-10-2011, 04:39 PM
We're with KH as well, and one thing I can say is that they have had forums.knownhost.com available pretty much throughout this thing - and that is the url they advertise as their point of communication for such an event. So as far as I'm concerned, they are providing exactly what they said they would in this case. My question is this: While we're waiting for Colo4 to replace the ATS, isn't it possible Oncor will get the power outage resolved?? And if that's the case, will Colo4 be back online at that service point, or will the ATS issue still keep things down?
Posted by mkc, 08-10-2011, 04:39 PM
((100 - 99.99) / 100) * (1 year) = 52.5948766 minutes ((100 - 99.9) / 100) * (1 year) = 8.76581277 hours (((100 - 99) / 100) * (1 year)) = 87.6581277 hours
Posted by jawwad kalia, 08-10-2011, 04:43 PM
Lol.. icoso need to learn Mathematics first
Posted by brian999, 08-10-2011, 04:52 PM
Just something to read while passing time. google the-truth-behind-redundant-data-center-power.pdf and Using Static Transfer Switches to Enhance Data Center Availability and Maintainability sorry.. newbie so not allowed to post links I guess.. ---For a Tier 4 data center, utilizing two independent power paths with redundant UPS systems on each path, the approximate MTBF of the IT input power is 160 billion hours or 99.999999985% or 9 Nines of availability---- Don't know what tier this datacenter is or what power scheme they are using but it's a lot more complex than grabbing jumper cables out of someone's trunk. Whether a datacenter gets bombed or a HDD fails the result is the same.. you're offline till it's fixed. Even fsck can take hours to run.. Our last took around 6 hours. Each site owner should be prepared for the worst so best to chill and think constructively about ways to overcome outages in the future. The best backup plan is your own, not someone else's. Relax - this too shall pass - that's guaranteed.
Posted by XTremo, 08-10-2011, 04:52 PM
It's a bad one.....no doubt about it! I know I've lost business, so have you, and so have KH. So like it or not, we're all in the same boat. All of our credibility is now on the line because of one thing....Colo4. Personally, I've had an uneasy feeling about Colo4 for a while, and there have been a couple of incidents over the past few months. This one is obviously the worst though. My personal feeling is that I have total and utter confidence in KH as a company. As far as Colo 4 go, I can't say the same.
Posted by tyman00, 08-10-2011, 04:59 PM
I know there have been numerous reports of sites with A/B Power being unavailable (rumored as a router not being on A/B), so my question is out of sheer curiosity. Not blame and hopefully I didn't miss it anywhere. Does KH have A/B Entrances or just "A"?
Posted by TmzHosting, 08-10-2011, 04:59 PM
Wow, i'm just catching up and this is definitely not a small issue. It seems like colo4 is also completely down along with knownhost. I hope everyone gets their servers up and running as soon as possible. - Daniel
Posted by Bahawolf, 08-10-2011, 05:05 PM
My clientele (mostly web design clientele anyhow) have been made aware of the downtime and seem to understand thus far. We are all in the same boats -- business is important of course, but I think respect for each other and keeping your composure is even more important. When you're not in a panic stricken state, your clientele are less likely to be in one. We had everything backed up for our own safe keeping as well, but it certainly helps to have a provider like Knownhost that has been on top of this from the beginning. I'll stick with KnownHost -- they've proven to go above and beyond even as the walls are crumbling down.
Posted by rezilient, 08-10-2011, 05:15 PM
KH - where are updates being posted? Thanks.
Posted by Arclight, 08-10-2011, 05:16 PM
Hmm what to say. I mean from all the research I've done I dont really have any issue with KH as a company as their rep is solid and they seem to want to do the right thing. However none of that matters because I want my site to be hosted in a Texas datacenter which means Knownhost's individual reputation notwithstanding, I have to evaluate Colo4's suitability. It doesnt matter how great KnownHost is. They are not Colo4 which is who in reality physically is in charge of our servers and data. My loyalty is not to an overall company's reputation. It's to how well they can serve me for my particular needs. I too have had some sketchy experiences with my TX hosting through KH/colo4 over the past year or so, so this latest issue, with very poor communication/outreach (i.e. why do we have to go out to WHT to get more real/updated info than what is actually posted on KH's own support forums or twitter?) and display of accountability (how long would it have taken for either party to have responded proactively, if there hadnt been people screaming?) by both parties has me very skeptical about the future with any hosting at Colo4. Does KH plan to offer any kind of compensation to customers affected? And even so, confidence in being hosted at Colo4 going forward will be low for everyone. How can this be addressed given that KH does not actually own, control, or manage the facility? These are not rhetoricals I am just asking normal questions..
Posted by maruchan, 08-10-2011, 05:20 PM
I think KH are giving much better support at this point than Colo4 are, but just about anybody with a VPS right now is looking at Colo4 for news and updates. Colo4 are making KH look bad for the reasons Arclight mentioned. I had to go with the TX data center because of the SAS 70 certification, but now with SSAE 16 becoming a bigger deal, and with this outage, I'm looking over the fence...over many fences, to be sure. Is the CA DC SAS 70 or SSAE 16 certified yet?
Posted by brian999, 08-10-2011, 05:24 PM
btw.. in my post above I quoted: ---For a Tier 4 data center, utilizing two independent power paths with redundant UPS systems on each path, the approximate MTBF of the IT input power is 160 billion hours or 99.999999985% or 9 Nines of availability---- In reality, and I believe statistically speaking 160 billion hours of MTBF would apply only for the average of all Tier 4 datacenters.. for any single datacenter the chances are 50/50 that a catastrophic failure can happen. Maybe it will, maybe it won't but it might. As for KnownHost customers, also statistically speaking it's best to stick with them as the odds of lightning striking twice at the same place are in your favor. I'm confident KH and colo4 will learn from this and make their systems even more robust. I do not have any direct affiliation or interests with these two companies. A site I work with is hosted with KH and is also down. Just passing time like many here.
Posted by mbrand, 08-10-2011, 05:29 PM
That sounds like a good idea. KnownHost already has datacenters in TX and CA. Seems like it is a service they could offer.
Posted by brian999, 08-10-2011, 05:40 PM
Indeed. Owners of sites they believe are critical or provide their income should do so in any case.
Posted by jmroyalty, 08-10-2011, 05:41 PM
no update from the colo4 folks in a while
Posted by brian999, 08-10-2011, 05:44 PM
----Current Update Thank you for your patience as we work to address the ATS issue with our #2 service entrance. We apologize for the situation and are working as quickly as possible to restore service. We have determined that the repairs for the ATS will take more time than anticipated, so we are putting into service a backup ATS that we have on-site as part of our emergency recovery plan. We are working with our power team to safely bring the replacement ATS into operation. We will update you as soon as we have an estimated time that the replacement ATS will be online. Later, once we have repaired the main ATS, we will schedule an update window to transition from the temporary power solution. We will provide advance notice and timelines to minimize any disruption to your business. Again, we apologize for the loss of connectivity and impact to your business. We are working diligently to get things back online for our customers. Please expect another update within the hour.---- This looks fresh.. At least they are talking about regular updates.
Posted by muppethunter, 08-10-2011, 05:48 PM
That was almost 2 1/2 hours ago. Total BS
Posted by jmroyalty, 08-10-2011, 05:50 PM
yeah, I saw that, but it's been the "Current update" since about 3 pm CDT, so the intent of the "within the hour" wording got back burnered. --------------- ha, they just updated their page here https://accounts.colo4.com/status/ Last edited by jmroyalty; 08-10-2011 at 05:54 PM.
Posted by Hoopla-Brad, 08-10-2011, 05:52 PM
Sadly not.
Posted by mbrand, 08-10-2011, 05:52 PM
For years I have thought about the possibility of backup hosting for our website, but have not yet found a solution that is reasonably priced (eg, in the $100/month range) and allows for frequent syncronization (say, hourly) between servers. Does anyone have experience with such a service?
Posted by brian999, 08-10-2011, 05:54 PM
Sorry.. the information was the same, but I did not recall seeing the 'within the hour' part before. My bad I guess.
Posted by jmroyalty, 08-10-2011, 05:59 PM
from their site here - https://accounts.colo4.com/status/ Based on current progress the electricians expect to start powering the equipment on between 6:15 – 7:00pm Central. This is our best estimated time currently.
Posted by taburl, 08-10-2011, 06:00 PM
New update states they hope to begin powering-up at 6:15 - 7PM CDT.
Posted by brian999, 08-10-2011, 06:04 PM
We have two dedicated elsewhere at two datacenters with hourly backup. If a crash happens on primary we can be up within an hour on secondary, but the question is if going to backup is worth losing data since the last backup. There is a good bit of monitoring and maintenance involved. Would be nice if such service could be in that price range for a vpn account, but I kinda doubt it.
Posted by mSuleman, 08-10-2011, 06:07 PM
I hope that resolved this issue asap very sad and i am afraid for Google indexing if my website index by Google will effect my SEO ranking but nothing can be done by our side.
Posted by icoso, 08-10-2011, 06:20 PM
Does Kh not have A/B power for their servers??? According to the colo4 post anyone on a/b power is working fine.!
Posted by jazc, 08-10-2011, 06:27 PM
I do not buy my hosting Colo. I do not care Colo. Known Mrs. of how long should I wait?? I can not do what you do I can not send my clients the response of someone who does not know who he is and never hired. COLO I do not care, I buy a KNOWN. Please a urgent solution! Pd: My English is bad, sorry
Posted by Tzeapa, 08-10-2011, 06:33 PM
this is becoming somewhat a nut cracker...
Posted by Flybert, 08-10-2011, 06:36 PM
I've been with Knownhost for about 5 years, and never had downtime before, had calls starting about 10 minutes after the outage, so my customers knew Whenever I've had a problem with my VPS (nithing that takes sites down, mind you) , as long as I describe the problem correctly .. I get an email back in a few minutes almost always with the correct answer on what I need to do as admin, or you guys fix it at no charge quickly .. several months ago the server needed a Perl update, that couldn't be done automatically, and the whole process was a bit out of my league and I didn't want to break anything .. you installed the new Perl version for me Service is fantastic in my book, and while there are *cheaper* hosts claiming *unlimited* packages, when you go to their VPS cost calculators, and plug in what you get with Knownhost, the figure always comes out higher on the competitor's site
Posted by Nonchalant, 08-10-2011, 06:38 PM
Can somebody put up a picture of the big ATS? thanks in advance.... I did a google image search but not sure http://image.shutterstock.com/displa...k-74831950.jpg
Posted by Patrick, 08-10-2011, 06:39 PM
A/B power feeds cost extra, and then each server needs an extra power supply and so fourth. How much extra are you willing to pay per month to have that? I'm guessing most customers wouldn't be willing to pay a dime extra, and that's why they don't have it for a lot of their servers.
Posted by PlotHost-Max, 08-10-2011, 06:39 PM
Things like this can happen to everyone.
Posted by layer0, 08-10-2011, 06:42 PM
Current Update: Power has been restored to the distribution gear from the temporary ATS. HVAC units are now all online, and we will be beginning the process of restoring power to UPSs soon, then PDUs, and then customer equipment. We will update you as the other areas come online. Thank you again for your patience. Looks like things will be back soon.
Posted by speter, 08-10-2011, 06:46 PM
I am on a $116 hybrid server and my websites have been down for most of the day. This is a major inconvenience with no warning. Our websites provide daily material to thousands of visitors per day. I hope KnownHost figures out a way to compensate their current members for this loss!
Posted by KnownHost, 08-10-2011, 06:52 PM
Yes, our SLA covers this and we by all means will honor it. Once this is resolved drop us an email and we'll discuss this with you. We are deeply sorry for this inconvenience. Very very sorry but please understand we take this seriously and our customers mean everything to us.
Posted by jmroyalty, 08-10-2011, 06:53 PM
Such is the nature of disaster - I supposed the electricity provider should have called and warned you before the power went out? If they owe you anything (which they don't) my calculations show that they owe you about $0.95 cents based on the rate you quoted times 12 / 365 * 0.25 (this outage is about 6 hours old)
Posted by nicola123, 08-10-2011, 06:54 PM
not just knownhost thats down, its a datacenter issue, other hosts down too, they are working on it see updates at colo4.com site
Posted by jmroyalty, 08-10-2011, 06:56 PM
I stand corrected about the refund. You can just keep my 35 cents - no refund needed on this end
Posted by muppethunter, 08-10-2011, 06:58 PM
Colo4 stated it wasn't the Dallas Grid so.....
Posted by jmroyalty, 08-10-2011, 07:09 PM
and your point is? my point is that it was a disaster - those tend to happen without notice This is not even a disaster really - more an inconvenience - if this is the worst thing that happens to any of us this year, we're all in pretty good shape I'd say. Could be a lot worse I reckon.
Posted by ChrisZA, 08-10-2011, 07:11 PM
I believe 7 hours 26 minutes 24 seconds of downtime would make it a 100% refund. If I am correct with the SLA. Someone said its been 6 hours... well that would make it 99.19% uptime for this month which is already an 80% refund. I hope Knownhost will be refunded by Colo.
Posted by IndiaNets, 08-10-2011, 07:12 PM
This is a real bad experience of having your business site hosted elsewhere to prevent inaccessibility when your main network is down. Colo4 was reliable and hence KH if you ignore some DDoS events which I believe is more frequent/unmanaged in Colo4 compared to the top DCs. I see an update though --
Posted by muppethunter, 08-10-2011, 07:14 PM
Point is it's not a "natural disaster". If it were I'm sure more wouldn't have an issue.
Posted by Desotod, 08-10-2011, 07:18 PM
They can keep my "refund" too. I'm out a little bit but people that expect 100% up-time are in the wrong business. It is a goal, not a given.
Posted by aww, 08-10-2011, 07:20 PM
Now down seven hours and even the help desk is down. Wow did I pick a wrong month to migrate a client to them.
Posted by ChrisZA, 08-10-2011, 07:22 PM
You sure did pick a bad time coz this really never happens. I have been with them +- 1 year and have never had any problems.
Posted by SaaSMX, 08-10-2011, 07:26 PM
Even after Colo4 restore power, we need to wait for FSCK, node load stabilization, etc and it can take hours... *sigh* This is the only one incident I can call it an outage that I have experienced with KH in over 1.5+ years
Posted by jawwad kalia, 08-10-2011, 07:27 PM
would it take hours to get things working? KnownHost, need your update here!!
Posted by Bahawolf, 08-10-2011, 07:28 PM
This is a valid point -- may as well wrap it up for the day and do something else to get your mind off of it.
Posted by aww, 08-10-2011, 07:29 PM
Seven hours for "just" a power problem is a bit much though. Years ago I was around for the liquidweb failure when a roof collapsed from snow or some sort, that was fun too, and I had a full hard drive failure with them which took a day to restore. I guess bad luck follows me. But seven hours for this seems wrong - however will wait for more details. I'm feeling safe in that I have a full (rsync) drive backup from last night though. Here's the thing though - how the heck can their front page and helpdesk be offline, that's something you better have dns fallover for. (and they just came back right now at 7:35pm est) Last edited by aww; 08-10-2011 at 07:36 PM.
Posted by KnownHost-P, 08-10-2011, 07:31 PM
Unfortunately there isn't much to update yet - we still have no network access to our equipment so we can't even estimate amount of possible damage and/or amount of time that might be required to bring everyone back online.
Posted by MiaK, 08-10-2011, 07:32 PM
I think you're right. Most people here are calculating SLA yearly, bui it is actually monthly (at least Knownhost is). Here's a Google cache page of Knownhost SLA: http://webcache.googleusercontent.co...&hl=en&strip=1 KnownHost is not responsible for downtime related to the services listed below and as such will not issues credits for the following: 1. Internal services such as MySQL, Apache, PHP, etc. 2. Scheduled downtime or planned maintenance 3. Interruption of service due to unpaid invoices, abuse notifications and violations of TOS 4. ISP or local connection problems 5. Customer-controlled downtime 6. Acts of Force Majeure Etc, etc.
Posted by xxkinetikxx, 08-10-2011, 07:35 PM
My knownhost hybrid just came back up!
Posted by LanceTan, 08-10-2011, 07:35 PM
Thank god! My sites are online as well!
Posted by taburl, 08-10-2011, 07:36 PM
I've got an 'up alert' after 7 hours 33 mins.
Posted by MiaK, 08-10-2011, 07:36 PM
My sites are not yet back online, but responding to pings already yey
Posted by xxkinetikxx, 08-10-2011, 07:37 PM
Soooo.. Current Time: Wednesday, 10-Aug-2011 19:36:30 EDT Restart Time: Wednesday, 03-Aug-2011 15:01:21 EDT Parent Server Generation: 66 Server uptime: 7 days 4 hours 35 minutes 9 seconds Total accesses: 549874 - Total Traffic: 11.3 GB CPU Usage: u.62 s.26 cu35.63 cs0 - .00588% CPU load .885 requests/sec - 19.2 kB/second - 21.6 kB/request 2 requests currently being processed, 9 idle workers Does this mean it was some routing/switch power issue???
Posted by SaaSMX, 08-10-2011, 07:37 PM
Monitors beeping, power is on boys.
Posted by ChrisZA, 08-10-2011, 07:37 PM
Well I have been lucky this time.. VPS went down just after businesses close here so most of my clients don't even know its down. Think I would be a lot more stressed if I had all my clients calling every 10 minutes.
Posted by taburl, 08-10-2011, 07:38 PM
I also notice the system itself doesn't appear to have lost power.
Posted by KnownHost-P, 08-10-2011, 07:38 PM
Part of the network and servers is back online. We're currently checking the systems and will do our best to bring remaining network segments/servers back online as soon as physically possible.
Posted by hotftuna, 08-10-2011, 07:39 PM
knownhost.com/ is up but my site is not yet. As long as my site is up some time this evening, then I will be satisfied. Site ranks #1 for a great term in G and I don't think that less than 24 hours will hurt rank.
Posted by chanilla, 08-10-2011, 07:40 PM
Woohoo! Phone is pinging me and uptime monitors are online! Thanks KH!
Posted by sosys, 08-10-2011, 07:41 PM
finnaly web is up
Posted by Desotod, 08-10-2011, 07:42 PM
3 servers back up and there appears to be no data corruption.
Posted by keiichitron, 08-10-2011, 07:43 PM
My sites are up too!!
Posted by gamemaster, 08-10-2011, 07:43 PM
Seems to be kicking in again, just got Email access.
Posted by drose25, 08-10-2011, 07:44 PM
Look on the bright side, KH customers, at least they're letting you know what's going on to the best extent that they can. Apparently my provider, based on another continent, has their servers at Colo4 as well. My sites are down as well as all of their support and info sites -- if I didn't know about WHT I'd still be scratching my head wondering what happened. They haven't bothered post here about the issue, guess they figure they'll deal with it when things come back up. I know seven hours is a lot of downtime, especially during US business hours, but at some point you have to temper your (or your client's) expectations. As others have pointed out, companies who need guaranteed uptime invest a lot in redundant infrastructure and disaster planning. You can't expect the same level of redundancy on a VPS or shared hosting. Give your clients a quote for that level of redundancy and see how acceptable 7 hours of downtime suddenly becomes...
Posted by Bahawolf, 08-10-2011, 07:47 PM
We are up again! Woohoo!
Posted by carabs, 08-10-2011, 07:51 PM
Back up here as well.
Posted by ChrisZA, 08-10-2011, 07:52 PM
Fun Times... 2AM here! all seems good guess I can go get some sleep.
Posted by aww, 08-10-2011, 08:01 PM
So since the uptime on the server never changed - what does that actually mean - power was never lost at the nodes but on the DC routers?
Posted by Marcelos, 08-10-2011, 08:02 PM
Back online but super slow. I hope that KH take long steps in order to avoid such problems in the future
Posted by rogerco, 08-10-2011, 08:03 PM
colo4 and KnownHost is up
Posted by sosys, 08-10-2011, 08:06 PM
painstaking to all of us...
Posted by layer0, 08-10-2011, 08:09 PM
If uptime didn't change then it's possible the switch the server was connected to was offline, or there was an issue with DC network equipment (perhaps a combination of both).
Posted by ArtieT, 08-10-2011, 08:09 PM
Seems like a network issue?
Posted by hotftuna, 08-10-2011, 08:12 PM
Are some sites still down because mine is
Posted by jmroyalty, 08-10-2011, 08:13 PM
they can keep my refund even if it is 80% or 100% of a monthly fee - sheesh, what a bunch of greedy bastards
Posted by zoobie, 08-10-2011, 08:14 PM
yes...my 8 sites are still down
Posted by Sxperm, 08-10-2011, 08:16 PM
Mine are still down until now. I would not ask for a single refund but only need them to live again! Last edited by Sxperm; 08-10-2011 at 08:20 PM.
Posted by Desotod, 08-10-2011, 08:17 PM
I've got one server still out.
Posted by ArtieT, 08-10-2011, 08:18 PM
I've already submitted my SLA claim
Posted by Desotod, 08-10-2011, 08:21 PM
Who is buying the drinks?
Posted by jmroyalty, 08-10-2011, 08:25 PM
I'm not the least bit surprised by that statement. The monthly fee I pay is not going to make or break me - if they refund it to me, I'll go find a homeless person to give it to
Posted by xxkinetikxx, 08-10-2011, 08:26 PM
I only host a few clients and this is new to me. Anyone want to help me out with an email template I can blast out to them detailing what happened?
Posted by Desotod, 08-10-2011, 08:27 PM
Hey! It might buy them a six pack and a package of chips!
Posted by jmroyalty, 08-10-2011, 08:28 PM
@RedSpeedServers is as soon as he gets his SLA claim check in the mail I'm out - my servers are up and this is boring, lol
Posted by azdawg99, 08-10-2011, 08:29 PM
Knownhost is the best host in the business and this was not their fault. Stuff happens. Life goes on. Asking for a refund shows what kind of customer you are. No better than those screaming at Paul when he had no control over any of this. Some people just need to be jerks, it makes the world go 'round.
Posted by Marcelos, 08-10-2011, 08:31 PM
Now we are up, do you have any suggestions to backup my vps server files on another server?
Posted by Desotod, 08-10-2011, 08:34 PM
Lol, I'm with you. I need to go find one of those drinks on my own.
Posted by Soulwatcher1974, 08-10-2011, 08:54 PM
I am with you, it wasn't that big of a outage, I am not going to ask for a refund.
Posted by aww, 08-10-2011, 08:55 PM
So does this mean that Knownhost chose not to subscribe to both A and B power feeds? Maybe they need to re-evaluate that decision asap?
Posted by Patrick, 08-10-2011, 08:57 PM
Show of KH customers who want to absorb that cost? What? A very small % of their customer base? Thought so. When you're with a data center for so long and they have ONE power outage... it's a good gamble in terms of money savings to forgo A/B feeds.
Posted by Sxperm, 08-10-2011, 09:32 PM
Finally mine are up.
Posted by icoso, 08-10-2011, 09:34 PM
I would like to see a thorough explanation from Knownhost that details what failed based on the information they provide on their website about "Our Networks" regarding: Network •Multiple carriers with diverse building entrances •Fully redundant Cisco architecture using 12008 routers and 6509 Layer3 switches •HSRP failover protection •Dual network feeds to each customer •100% Service Level Agreement Power Systems •Leibert and Powerware UPS with 120, 208, 220VAC available •Maintainance by-pass •2400 amps DC plant •100% diesel generator backup with auto start and auto transfer switch •Generator capacity equal to building utility service •A and B DC plants totally diverse •Fuel capacity exceeds 24 hours •Fuel delivery contract with 2-hour guarantee Based on this info on the KH website, the KH networks and servers should have had sufficient redundancy and backup power to prevent this outage. If KH is not implementing all these features for their network, servers, etc. then this information should not be on their website. I would like to know exactly why the KH servers were adversely affected by this outage, when other service providers at the same facility were not. I have to be able to explain to my customers why the •100% diesel generator backup with auto start and auto transfer switch failed? Why the •Fully redundant Cisco architecture using 12008 routers and 6509 Layer3 switches failed to switch over? Why the •HSRP failover protection failed? Why the •Dual network feeds to each customer failed?
Posted by kubel, 08-10-2011, 09:39 PM
It's prohibitively expensive for the market that KH is targeting.
Posted by SaaSMX, 08-10-2011, 09:39 PM
If you are Knownhost's end customer you may not ask for a refund and nothing happens, but if you resell knownhost's services and have clients who are not happy because of this and want some compensation you need to look up and ask for it as well to minimize the impact. I'm sure, if applicable, that knownhost would ask Colo4 for it as well.
Posted by geekie246, 08-10-2011, 09:55 PM
All things are back online and we're good to go. I'm sure the people at Knownhost will deal with this accordingly. This is my first outage since switching my VPS to them. Sure it sucks, but you haven't dealt with some of the other hosts I have been with.
Posted by MiaK, 08-10-2011, 09:59 PM
I don't understand: so, now asking for a refund for something they offer a guarantee of, makes one a jerk?
Posted by azdawg99, 08-10-2011, 10:08 PM
If you feel KH has done you wrong, then by all means ask for your paltry refund. Like I said, some people are just out to get whatever they can. As if KN hasn't provided the best service out there year after year, now a few want to "make them pay". Sorry, I do think this makes for a jerk. It's these kind of people that makes business' like KH get out of the playing field and leave us with sub-standard hosts of which there is already an endless supply.
Posted by MiaK, 08-10-2011, 10:13 PM
What for you is "paltry", to other people is not. I'm from a country where any penny counts, we are not rich. I won't become rich with KH refund either, but I won't throw my money around and not ask for a refund "because they are good people". That money cost me to pay. "These people"? wow.
Posted by azdawg99, 08-10-2011, 10:15 PM
Then these people should take it up as professionals, in private with KH, not in a public forum.
Posted by wap35, 08-10-2011, 10:21 PM
I am a believer that as far as my company is concerned, the buck stops at KH as we are their clients and rely on them. When it is all said and done, even though I do understand it was out of KH's hand, they are still responsible for finding the right location, data center, and network carriers... Frankly, it seems colo4 sucks but KH picked them and we replied on KH to make the right selection of vendors. Never heard of colo4 until today, in fact. Having said that, we should give KH a break in the sense that we should give KH a few days to sort things out. This will give KH time to work out the issues with colo4 and have time to investigate ways to mitigate future occurrences and perhaps even provide options for fail over for clients in the future. No doubt they have had a difficult day. Give them some time to breath and sort through things is better for everyone - better for you, better for me, and better for KH in the long run.
Posted by MiaK, 08-10-2011, 10:22 PM
Yes, Sir! Well, in my case it was a public opinion so I'm ok no? Phewww
Posted by MiaK, 08-10-2011, 10:25 PM
I completely agree. But I also understand some people are really angry about this - I still don't believe that makes them to become "jerks".
Posted by Mikey this way!, 08-10-2011, 10:53 PM
We are back online now.
Posted by ArtieT, 08-10-2011, 11:31 PM
We have customers who want credit, so KnownHost will provide said credit. Colo4 will give KnownHost the credit they are entitled to. Its just being handed down.
Posted by troboy, 08-10-2011, 11:40 PM
Mean while, our server was not down But the firewall/router went down, that must be on affected power unit. I can see good uptime.
Posted by mario4322, 08-10-2011, 11:51 PM
is it down again?? 13h ago it's down, all my sites die now I can't visit my sites what's happening?? My marketing campaign is going to the recycle bin..... Last edited by mario4322; 08-10-2011 at 11:56 PM.
Posted by KnownHost, 08-10-2011, 11:58 PM
It was a bad day for many websites not just "some" of our customers including many government sites and other hosts customers. All we can do is apologize and take it on the chin and move on. This isn't normal as people with a technical background can attest. It happens to the best of people but one thing that doesn't change is we truly care about our customers. It's why we are in this business. Our experience is tough to compete with but when something like this occurs unfortunately that experience means nothing. Again, we're very sorry this happened at the datacenter we use in Texas.
Posted by LiquidWebTravis, 08-11-2011, 12:07 AM
This is absolutely incorrect. We have never had a roof collapse. Are you thinking of a different web host? I would appreciate if you would clarify your statements for the community.
Posted by diki24, 08-11-2011, 12:31 AM
Out of our 4 servers, we see only 2 have are back. what about the other 2? is someone still working on it. I saw Colo4 status page and they mention that all is fine now. however we are yet to get 100% of our boxes back. Paul, i know you had very tough day and so did most of us. Please let us know whats the status or atleast if we should expect the other 2 boxes to be up in some time? Thanks, Dikshant
Posted by mario4322, 08-11-2011, 12:35 AM
Does anyone know what happening?? Hackers attack ??
Posted by oliviakitty, 08-11-2011, 12:35 AM
My websites are still down. I suppose this has been going on for 12 hours now. Any word on when this will be resolved? I wonder if this falls under the SLA. *sigh* Last edited by oliviakitty; 08-11-2011 at 12:40 AM.
Posted by SaaSMX, 08-11-2011, 12:46 AM
You really need to open a ticket. WHT is not an official support channel.
Posted by oliviakitty, 08-11-2011, 12:51 AM
I really already have an open ticket. My post is directed towards the KnownHost representative on WHT, or any other helpful individual. Carry on.
Posted by KnownHost, 08-11-2011, 12:52 AM
Hello, Your servers should all be online. Some needed manual reboots. We replied to your ticket a few minutes ago. Sorry for the issues today.
Posted by ArtieT, 08-11-2011, 12:53 AM
Thanks for KnownHost providing our SLA credit, this made our customers much more forgiving!!
Posted by KnownHost, 08-11-2011, 12:54 AM
Are you asking if the datacenter was hacked? The issue with the datacenter was widespread and not just us. There are 2-3 servers being worked on by us with onsite tech's (not Colo4 as they aren't really replying much). The rest have been online for a few hours now. We will be working on this non-stop until it's resolved. Our goal remains the same as always, get every server working as it's supposed to regardless what it takes.
Posted by SaaSMX, 08-11-2011, 01:32 AM
WHT is a helpful individual, just READ the thread and wait for your ticket to be responded and you're all set.
Posted by rajupp, 08-11-2011, 02:08 AM
Knownhost, I want a simple confirmation. Do you have true redundancy in place or not? If not, you have any plans to make sure this doesn't get repeated. I don't want to get stuck like this again just because I'm paying relatively lesser fee to you.
Posted by KnownHost, 08-11-2011, 02:22 AM
Yes, please email us and we'll discuss this with you. Again, sorry for this rare occurrence. We are deeply sorry as we strive to be the best possible.
Posted by mario4322, 08-11-2011, 02:27 AM
Noone reply my ticket, why?? just because I use VPS 3 package?? please reply the Ticket ID: 183389 Last edited by mario4322; 08-11-2011 at 02:32 AM.
Posted by KnownHost, 08-11-2011, 02:32 AM
What's your ticket number? We've been working non-stop on tickets but we do have several hundred but it's much lower now as everyone is still working on was this morning our time.
Posted by diki24, 08-11-2011, 02:54 AM
All of our Servers are live again. We can either see this as a huge loss or see in a positive way that atleast no data was lost and also that this isnt a predictable occurence. we are very happy that no data was lost or having a situation to migrate to some other pace. Appreciate KH folks (Paul, justin and others) and all others at Colo4 as well to have been at it and restoring it as fast as they can. i am sure KH and Colo4 would plan better to avoid such things. When we could feel so much pressure with our app down, i can imagine that it would have been a boiler room at KH and Colo4 offices. . Thanks and i can only pray that this doesnt happen again in near future atleast. Dikshant
Posted by KnownHost-P, 08-11-2011, 02:55 AM
Please define meaning of the "true redundancy". There are quite many things that are not redundant starting from, say, motherboard/raid controller to our whole planet. Basically it all boils down to probability of specific events and price tag for possible solutions. Finding balance between these two isn't an easy task and no matter what you do you can't please everyone - i.e. for "me and my dog" blog owner price tag would be the most important things while for, say, Bank of America availability would be on the first place (and, btw, I've seen them going down quite few times in last few months). Regards, Paul
Posted by jumpingflash, 08-11-2011, 03:02 AM
My site on one of your HYBRID servers is still down and it is 8 am here in Italy, it's been down since yesterday!! Can you please check your tickets and get me up and running ??
Posted by KnownHost, 08-11-2011, 03:15 AM
Please open a ticket with us and mark it critical and it will be replied to right away. Hope this helps.
Posted by wap35, 08-11-2011, 03:15 AM
I feel for you, Paul, and the KH team. It's been a rough day for you...
Posted by ArtieT, 08-11-2011, 03:17 AM
KnownHost, how can we obtain an RFO?
Posted by rajupp, 08-11-2011, 03:20 AM
I guess you didn't see the title of my post "Noob alert". For me, true redundancy will mean ability to avoid downtime by not relying on one datacenter all the time. Going through this thread, I see that is quite possible by having proper configuration in place (A/B?) If you are trying to tell me that I cannot expect that for the fee I'm paying, I'll be happy to go elsewhere rather than bitching about it here. I just want to set the expectations straight.
Posted by jumpingflash, 08-11-2011, 03:22 AM
Already did.
Posted by jumpingflash, 08-11-2011, 03:26 AM
By the way, I opened it one hour ago... I understand you are busy right now, but it is in these moments that we need support and COMMUNICATION. I didn't receive any notification, nothing on your site (you could have set up a message on you home page or something), i just found my forum not working for the last 12 hours!!
Posted by layer0, 08-11-2011, 03:28 AM
You might be confusing a couple of things here - Some people were referring to A/B power. This is astronomically more expensive and is not the same thing as just having "backup power" (which typically consists of a proper UPS + generator backup system). These means you have two entirely separate power plants, like shown on this image: http://www.colo4.com/images/Colo4/co...-sm-darker.jpg Colo4 offers this higher level of service to customers who are willing to pay the extra cost - but as mentioned, it's really significantly more expensive and this level of redundancy is NOT something you will typically find from hosts here at WHT - at least not on all of their infrastructure. Now if you're talking about searching for a provider that is offering actual geographic redundancy (not relying on one data center), understand that this is possible but will cost you a fortune compared to what you pay KH. What you saw happen here today is a rare event for Colo4 and KH, but they aren't alone in having experienced an outage of this nature - many other facilities have had some extended power outages. You don't have to search too far back on WHT to find examples of this.
Posted by KnownHost, 08-11-2011, 03:38 AM
We were posting updates as we received updates from the datacenter. Sorry for any issue caused in this rare occurrence. Btw, your Hybrid is online. I'm pretty sure I know who you are since you referenced your from Italy. Sorry again.
Posted by KnownHost, 08-11-2011, 03:46 AM
We're waiting on one from Colo4. As soon as we get one we can pass it along.
Posted by rajupp, 08-11-2011, 04:31 AM
Thanks! To sum it up, in order to avoid scenarios like this, the host must either have A/B power or geographic redundancy, both of those are pricey and hence not made available by KH. Though its a rare occurrence, if at all it happens again, we will again be sitting ducks. Thanks again for clarifying and setting my expectations right.
Posted by wap35, 08-11-2011, 06:00 AM
Let me say one thing first before getting into my question: Our company has had the pleasure working with Paul and others at KnownHost quite a bit when we first started using KnownHost. It was some wacky stuff that took a very long while to figure out. The dedication was beyond belief. We will absolutely stay with KnownHost despite the outage. We recently consolidated from two hosting companies into just using KnownHost. I have a difficult time coming up with other hosting companies that can provide comparable level of hardware and service. Having said that, I have a question for KH. This is from KH's page about Power Systems * Leibert and Powerware UPS with 120, 208, 220VAC available * Maintainance by-pass * 2400 amps DC plant * 100% diesel generator backup with auto start and auto transfer switch * Generator capacity equal to building utility service * A and B DC plants totally diverse <-- Shouldn't that have avoided the outage? Somewhere in the post, KH says they don't utilize A+B power but the KH website says it is part of the power system(s). I am sure it is my misunderstanding but I would like to learn what that means. Seems misleading but maybe I am just not a network engineer. Could someone explain this point? * Fuel capacity exceeds 24 hours * Fuel delivery contract with 2-hour guarantee Finally... I hope Paul is getting some sleep. No doubt it's been a rough day. Looking at the forums at KH, looks like Paul has not had a break for 20+ hours. Last edited by wap35; 08-11-2011 at 06:07 AM.
Posted by brian999, 08-11-2011, 07:40 AM
I think what KH Paul has tried to point out is that the level of redundancy also affects the cost, but does not necessarily offer more 'bang for the buck' for any single site owner. Over time, my feeling is that every site owner will experience downtime, whether it be power, HDD crash, FS corruption, MB failure, RAM failure, network equipment outage, network routing problems and a host of other items that can fail. Most site owners have already experienced such. No component is guaranteed to last forever except for maybe the bare chassis, some plastic pieces and nuts n bolts that are replaced anyway before they rust through. There really is no difference between a 99.99% system and a 99.999999999% system, when in the end both can fail. Not only can they fail, but the additional 9's are fairly useless in relative terms considering the MTBF of the server components and other equipment is much, much less anyway. Absolutely no system is perfect. Even the 'biggies' like google, amazon, microsoft etc etc get hit from time to time with service failures. So it's not really a question of 'something' not being able to happen but when. Site owners have to evaluate the cost of downtime and make business decisions based on that cost. For our critical systems we use two servers in different locations but even that doesn't prevent an hour or two offline during a failure and we spend over a thousand a month for our two servers. If downtime is going to cost you a bundle, work on your own internal recovery plan/setup that is justified and within your budget. The only real difference in this case is that everyone got hit at the same time. As far as the manner in which KH responded to their customers and quickly recovered once power was restored I can only applaud their efforts. That's the real 'bang for buck' value.I have seen much, much worse. I am also confident they will review this issue with Colo4 to see what improvements can be made. I would suggest they maybe draw up more robust redundant package offerings for those that really need such and aren't afraid of the sticker price.
Posted by icoso, 08-11-2011, 08:36 AM
In response/in additiona to Wap35's post: I posted something similar on page 23 of this thread and as of yet did not get an answer from KH. I would like to see a thorough explanation from Knownhost that details what failed based on the information they provide on their website about "Our Networks" regarding: Network •Multiple carriers with diverse building entrances •Fully redundant Cisco architecture using 12008 routers and 6509 Layer3 switches •HSRP failover protection •Dual network feeds to each customer •100% Service Level Agreement Power Systems •Leibert and Powerware UPS with 120, 208, 220VAC available •Maintainance by-pass •2400 amps DC plant •100% diesel generator backup with auto start and auto transfer switch •Generator capacity equal to building utility service •A and B DC plants totally diverse •Fuel capacity exceeds 24 hours •Fuel delivery contract with 2-hour guarantee Based on this info on the KH website, the KH networks and servers should have had sufficient redundancy and backup power to prevent this outage. If KH is not implementing all these features for their network, servers, etc. then this information should not be on their website. I would like to know exactly why the KH servers were adversely affected by this outage, when other service providers at the same facility were not. I have to be able to explain to my customers why the •100% diesel generator backup with auto start and auto transfer switch failed? Why the •Fully redundant Cisco architecture using 12008 routers and 6509 Layer3 switches failed to switch over? Why the •HSRP failover protection failed? Why the •Dual network feeds to each customer failed? I would like to see KH address this and make it clear what kind of backup power is provided to the KH servers, Dedicated, Hybrids, VPS's, Resellers, etc. I provide very similar information to my customers because that is waht KH provides on it's website. The first uestion from my customers was why didn't the backup generators work and the questions I listed above.
Posted by mavs-fan, 08-11-2011, 09:03 AM
As a KH customer, I'm expecting a formal response from the company today on what happened, how they will try to prevent it in the future, and how they will compensate customers for the downtime. Since this is a temporary fix, I'm assuming we'll have more downtime at a later date in the future as well.
Posted by KnownHost-P, 08-11-2011, 10:44 AM
This details the Colo4 facility and is copied directly from their site. The part of the page on our site where this is posted is under the "Colo4Dallas - Texas" header. This applies to Colo4 facility in the same way as, say, "Screenshots of the Colo4Dallas facility" - we do not claim these screenshots to be ours in the same way as we do not claim that, for example, we own and operate Leibert UPS(s). I see the point how this information can be misread and misinterpreted and as such we have an internal task since last night to update this part of the site to make it more clear. This question was answer in Colo4 thread as far as I remember - generator is located behind the ATS. Please feel free to drop me an email if you have any further questions. Regards, Paul
Posted by kenchix1, 08-11-2011, 11:27 AM
So this is probably the reason why the tickets tooks so long to be answered. I thought Knownhost is on a different management now that's why they are delayed in answering the ticket. I've been with knowhost for several years (you can check my reviews) and this is the first time I see delays on their tickets. I hope everything will be back to normal. (BTW, I submitted several tickets regarding DNS and domains)
Posted by exoexo, 08-11-2011, 11:30 AM
I just want to say that things like this may happen, no matter how prepared you are. I think Colo4 is excellent data center and KH choice is good when collocated servers there. My server never lost power, it just lost network connectivity. Must be some organization problem how network is powered at Colo4. But no matter what the problem was, I am glad from my choice of KH. I've been with many other hosting companies and I've experienced so many problems. At most cases each problem was small and cause short downtime, but when you combine them they were much bigger problem than this few hours failure at Colo4. And most important I never been compensated for all that small problems, while Knownhost acted exactly as they have to and provided month free compensation for this Colo4 problem. I know for most people that may be not much and they will say that two or three digit $ figure is less than their losses, but does anyone ever compensated you better ? And will you do anything else if you were at KH place ? Because that is what I also did with my clients in this same situation - provided them month free. I cant estimate their losses and provide investigation and try find proper compensation, but I can instantly provide month free as a gesture, that is really important. Even all my clients understood the problem an no one blame me I had to do that. And gesture is what made them happy to be with me. Same way KH made me happy, when did the same with me. So I will stick with them.
Posted by TheJoker, 08-11-2011, 11:44 AM
Failed hardware and system outages are bound to happen sooner or later with every host. I don't care if Jesus is the senior admin, God is the CEO, and the data center is in heaven. Good job KnownHost.
Posted by Badmovies, 08-11-2011, 12:11 PM
My Knownhost VPS never went down, but it was unreachable during the event. A switch or other component must not have had access to the A/B power circuit. This could have been due to oversight. I was going to give them time to catch up after the outage, then submit a ticket asking why I could not reach the server.
Posted by LinuXice, 08-11-2011, 04:10 PM
any of you experiencing packet loss since the power event? Im getting 10 to 20 percent packet loss to and from multiple hosts, tried with different vps on differents nodes, even tried pinging knowhost.com directly from inside and outside their TX network and got the same results.
Posted by KnownHost, 08-11-2011, 05:12 PM
I'd suggest opening a support ticket if you have an isolated issue with packet loss and provide a tracert. This is the best course of action.
Posted by Orien, 08-11-2011, 05:20 PM
As this specific outage has been resolved, we're closing this up. Please contact KnownHost directly if you have any further questions or concerns.