Santrex.net down - My dedicated is down too - Knowledgebase

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Santrex.net down - My dedicated is down too

Posted by chargers, 03-01-2010, 10:12 AM
Hello, It looks to me santrex.net is down. Their website is down. My dedicated server with them is also down. Can anyone please check and tell me what to do.!!
Posted by RSkeens, 03-01-2010, 10:31 AM
Looks down for me. You can choose to ride it out or begin making plans for the worst. Lastly see if you can phone them (WHOIS reveals +442085224473). Good luck!
Posted by chargers, 03-01-2010, 11:18 AM
I cannot seem to call that no. using skype.
Posted by copxxx, 03-01-2010, 11:42 AM
My dedicated server and two VPS' is down too! What a hell is going on with santrex ... in the last 5 hours i cannot reach 'em, damn currently i'm losing 50-60 euro/hour and of course many visitors!!!! So i'll definitly move my servers from santrex.
Posted by Spudstr, 03-01-2010, 12:14 PM
Its never good to see these, especially when its the first of the month....
Posted by copxxx, 03-01-2010, 12:20 PM
This is my 3rd month w/ santrex and currently i'm hosting more than 70 websites on my dedicated servers. This downtime is so outrageous!
Posted by chargers, 03-01-2010, 12:31 PM
I don't understand why even every dedicated server in their network is down. Its causing me too much trouble. Almost 5 to 7 hrs now that my server is down. They are a load of crap. How can such a big host with so many clients have their main site down? From this day onwards, I will only buy directly from a DC. Anyone have their phn nos. or something in order to contact them?
Posted by UnderHost, 03-01-2010, 12:57 PM
Are you on the same DC? as the main site hosted in united kingdom?
Posted by chargers, 03-01-2010, 01:01 PM
No santrex resells Netdirekt (Germany servers). I have bought a Germany dedicated from them. But my dedicated is down too.
Posted by David-, 03-01-2010, 01:04 PM
Germany servers has an outage, over the few days my reseller has been running extremely slow.
Posted by UnderHost, 03-01-2010, 01:10 PM
Ok, doesn't sound good since the Santrex main site hosted in another country(UK) is also down and i've no problem to reach my server with Netdirekt
Posted by David-, 03-01-2010, 01:26 PM
UK Servers are supposedly back up. Approx time for Germany fix is; 4hours 15minutes.
Posted by chargers, 03-01-2010, 01:30 PM
Their main site is still not back. How did you get the news? Did they provide any reasons for this outage?
Posted by David-, 03-01-2010, 01:31 PM
The outage reason is currently unknown, i know people.
Posted by chargers, 03-01-2010, 01:33 PM
Ok thanks for the info. I lost so many clients due to this.
Posted by oliviakitty, 03-01-2010, 02:22 PM
Still down for me too...
Posted by chargers, 03-01-2010, 02:25 PM
My Germany dedicated is up now for 30 mins.
Posted by juragan, 03-01-2010, 03:23 PM
My VPS still down
Posted by copxxx, 03-01-2010, 05:13 PM
My dedicated server in Germany still down ... well do we need to pray?
Posted by copxxx, 03-01-2010, 07:55 PM
Now their main website is online
Posted by juragan, 03-02-2010, 04:43 AM
Just got email from them there's some announcement
Posted by CrazyDesign, 03-02-2010, 08:57 AM
Hi ther to all, I also have a server hosted by santrex, in Germany. I have it for almost 3 months and i keept i t so much tim at them because i have payd in advance (i know, stupid me). After all the problems and the responses i got from them i would NOT recommend them even if they would pay me to do this. Among all the problems, one of them, and the response from them was like this: The servers was offline for 2 hours, i have send a ticked to them and after another 2-3 hours the server camed back online and i received a response to my ticket in wich they were telling me that the server is running ok. From that point on i have sent them ticket's with print screen's In January and February, this year the server was more offline than online, they took't the liberty to stop my server whenever they wanted to, and when i asked why they told me that my server is consuming too much memory or CPU. That's sooooooo lame. If i have X MB RAM and Y MHz CPU how can u stop my server when i am using 70% - 80% of them? Now my server is offline for aprox. 18 hours. I have sent them a ticked, after 3-4 hours when theyr website camed back online and i have received a link to theyr announcements page where it says: Partial Germany outage (Outage) Affecting Other - Most of our Germany servers | Priority - Critical Date - 02/03/2010 00:12 Last Updated - 02/03/2010 00:14 Notice the date and time of that post. The servers went offline with 3-4 hours before that announcement. I hope to fixt it somewhere today so i can back-up all my data from that server. In conclusion, after 4 months (had some vps before at them) i can say that they offer some shi* services. DO NOT buy from them or you will support the consequences as we all do. Attached Images santrex error.JPG (101.0 KB, 46 views)
Posted by chargers, 03-02-2010, 09:01 AM
Hi, if its a dedicated server, what does it matter if you use full CPU resources or half? Its all yours.. not shared. I am also with santrex, and I am facing similar problems with them.
Posted by Vamsii, 03-02-2010, 11:53 AM
all my germany services from them are down !
Posted by CrazyDesign, 03-02-2010, 02:27 PM
@chargers : The problem with the CPU and RAM comsumption was on a VPS. If the VPS was with 378MB RAM and i run ower 300 MB used my VPS they would stop the VPS. Same problem with the CPU. They say you have access to 1, 2, X CPU's but if you use ower X MHz they stop your VPS. Now i see that the VPS is accessible again and i am starting to back-up all my files from it. I recommend that to all of you. Best wishes
Posted by TheSimpleHost-Nathan, 03-02-2010, 03:34 PM
There is nothing on their announcment pages :/ https://clients.santrex.net/announcements.php Is there anywhere else to check their status or are they just contacting clients?
Posted by juragan, 03-02-2010, 04:00 PM
https://clients.santrex.net/networkissues.php
Posted by KnownHost-ChrisM, 03-03-2010, 03:32 PM
Everything appears to be backup for me, I only had 2 servers that were affected and it didn't last 2 long for me. I posted a email that I received below.
Posted by rockstarws, 03-08-2010, 02:32 PM
the servers and the site everything is down for me ?
Posted by UnderHost, 03-08-2010, 02:34 PM
Yup, site seem to be down from my location.
Posted by reniru, 03-10-2010, 07:39 PM
Ive recently purchased a small unmetered dedicated germany server from santrex, the setup time was around 72 hours and since they sent me an email informing me that the server has been up and running I have not been able to access the server at all which i paid $130 for a month. I contacted tech support which responded relatively quickly however provided no useful information and instructed me to reboot the server. So then i submitted another ticket and they replied telling me basically that they will not fix the issue unless i pay another $50 USD for them to look at it. I should have realised that for the price it was too good to be true.
Posted by khalouda, 03-10-2010, 08:02 PM
Hello, For me to investigate this and find the issue, I need a ticket number please. I will not be sharing any private details in here but will investigate the issue and check what went wrong or how. Thank you.
Posted by reniru, 03-11-2010, 08:20 AM
The ticket number is #571075
Posted by khalouda, 03-11-2010, 08:59 AM
Hello, There was definately a misunderstanding between you and our staff members, you have not made it clear that your server was delivered inaccessible and ofcourse since we're unmanaged we offered rescue mode for free, or a reinstall / technician help which costs extra. Anyway I've left a note that this will be done free of charge since it's not you who have caused the problem. And I do apologize if there was any misunderstanding from our side. Thank you.
Posted by reniru, 03-12-2010, 10:23 AM
Okay, They have fixed my server and it is now accessible. Ignore my previous posts, support have been very helpful setting up the server and so far its a good server.
Posted by borgassimilation, 04-19-2010, 05:54 PM
Just to let you all know, the Santrex issue was not just simple network problems of any sort. Their entire backbone for the most part became compromised by an 0day exploit used on the HyperVM panels as mentioned by one of the staff of Santrex on the Rizon IRC network. I have an entire log of the conversation regarding most of the whole ordeal, but I can not post it. If you would like to see the log please email me. Anyhow, to make a long story short, they did issue a notice that they had nodes compromised, what they didn't tell everyone is why it came to happen. Why did it happen that Santrex systems were compromised? They willingly stayed loyal to a software they knew already presented security risks and still went and used it knowing they had issues 3 months previous to this final major compromise. What I also found interesting is they didn't have any backup solution to handle the amount of data hosted on their network so after the fact everything has happened, they then decide they are getting a 24TB backup solution as a precaution. Well, it's a little bit late for that now not to mention that the data even if they can save any of it will not be secure ever again especially for e-commerce related businesses that might use Santrex services. This company is by far not reliable, stable and most importantly, their level of security is highly questionable. why? Well, when they discuss openly on a public and unsecured IRC channel about their business affairs without an SSL connection, that for starters is a serious security risk. Perhaps some would not agree that this is a risk, but if you understand anything about network administration and security you will likely have a better understanding of this entire picture. This is a very large problem these days with hosting providers. Many of them do not consider or take security measures seriously enough to sustain a stable and secure hosting solution for consumers / businesses / companies alike. Let this serve as a lesson to anyone that entrusts or puts loyalty before security when it comes to software that drives your infrastructure(s).
Posted by khalouda, 04-19-2010, 07:16 PM
Hello, I am not sure what got you to believe you have a brilliant idea when it's all been given out in public at http://www.webhostingtalk.com/showth...28#post6758128 and all users on santrex.net been informed of the incident? it's even wide open in the network issues section of santrex.net's site, there is nothing to hide really. We don't have to backup our VPS services, most of the providers don't due to the fact that most of the data might be copyrighted and you copying it to your backup servers makes you part of hosting illegal files, therefore it's not our duty to copy customers files nor keep track of their backups, this is your files and you as a customer should be the first responsible person on keeping it backedup on a daily basis. I honestly do not see any good move with your post here, it's rather useless to the community when the entire issue been addressed on this forum as well as via email to all our clients. Please save your time from for a more important news that was not given before, and since you do not like santrex.net then simply do not join the irc channel trying to gain any help or support, you've been given 15minutes or more of our time in explaining a situation and rather than appreciating that fact, you're writing some information that did not add anything up to the entire incident other than repeat what's been said to everyone on santrex.net We have nothing to hide, and nothing to lie about. We keep our customers informed of every single change or issue in the network since it's their right to know on a daily basis, it's their space they hosted on before it's ours. I hope this reply made it clear to you in a way.
Posted by borgassimilation, 04-20-2010, 09:42 PM
there is nothing to hide 'really.' really? That concerns me. How could you possibly expect me to trust 'really'? Either there is or isn't. There should be no really anywhere in this. We don't have to backup our VPS services, most of the providers don't due to the fact that most of the data might be copyrighted and you copying it to your backup servers makes you part of hosting illegal files, therefore it's not our duty to copy customers files nor keep track of their backups, this is your files and you as a customer should be the first responsible person on keeping it backedup on a daily basis. I'm sorry, but even having copyrighted data served from a virtual environment makes it just as illegal as having a physical backup of that data so don't feed me that copyrights stuff. If it is on Santrex's services then it is hosted via Santrex and if it is illegal it is Santrex's job to get it off their systems. I honestly do not see any good move with your post here, it's rather useless to the community when the entire issue been addressed on this forum as well as via email to all our clients. Now you know what I find really interesting about this statement is the fact that they e-mail their clients, but they can't post that same information on the Portal Home > Announcements section at clients.santrex.net/announcements.php as well? I mean I see all sorts of information about Santrex improvements, but where is the public notice on there of these problems? There isn't one. The last announcement was on 21/03/2010 19:21 hours. So, my question is why was it not posted there as well and why is it that the Network Issues section is barred off to only existing clients and/or members? If there is nothing to hide then why is it this area has to be access via authentication? then simply do not join the irc channel trying to gain any help or support, you've been given 15minutes or more of our time in explaining a situation and rather than appreciating that fact, you're writing some information that did not add anything up to the entire incident other than repeat what's been said to everyone on santrex.net Ok we come to log into our VPS's and discover them gone, the support is down, nobody is responding - for crying out loud what does Santrex expect? If their support is offline or not working they should have staff in that channel to assist around the clock if it is a 'support' channel. We pay for good service so we should get good service. We don't expect to have down time every single week constantly. I was informed from our VPS owner that the systems were all back online today. Oh wow, so, sure enough I go and look so I can start work and the support panels are still offline, VPS's are offline and 1 VPS is actually active, but is broken so I can't do certain things until it gets re-imaged cause it's missing all the kernel modules and other things. We've lost 3 weeks and still mission critical things are offline. So, you tell me. Should we be happy with this kind of service? I think not. Would you be happy with that kind of service? I doubt it. Would you expect a lot better? Probably. Has anyone reported Santrex to the Better Business Bureau? Who knows, but I have a feeling I am going to be filing a report because quite frankly this is not something I would expect to see from a supposedly professional company nor should we see these kinds of practices.
Posted by khalouda, 04-21-2010, 04:44 AM
Hello, No we don't backup VPS services, and we never mentioned that we do, therefore it's very clear that we're backedup in our terms of use at http://www.santrex.net/termsofservice.php 4. santrex.net is not responsible for any damages your business may suffer. santrex.net does not make implied or written warranties for any of our services. santrex.net denies any warranty or merchantability for a specific purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by santrex.net. It is your duty overall to maintain your backups, if you don't care about your own data then why blame us for your data? most providers or even ALL don't backup their VPS customers as those are unmanaged services. As long as our customers are aware of what is happening, then I see no point of mentioning this anywhere else, it's already in public and we don't have to advertise it in newspapers and magazines to make you happy. Support is NOT offline, it's been around the clock as it always was, the only downside is our response time was slower than usual due to the incident, not sure why would you stay around a channel in IRC awaiting miracles to happen when we mentioned nowhere on our site that we do support our users via IRC, we do have a live chat over the website that serves our customers with sales and general query requests, on the other hand IRC is for fun and is nowhere to be an official help channel for our network. I guess you just wanted some attention on IRC that you didn't get thus getting yourself here to talk nonsense. You paid for a service, and you received the same service if some incident takes place such as the current situation then we can only offer you compensation for the time lost, we can't really do much other than get our services back again as soon as we can, which already took place. I am not sure what do you mean support panels are still offline, our support was never offline during this indident and the support email works as it should helping others, I guess you just need someone to babysit you in our IRC channel with your issues which will not happen due to the fact that we have hundreds of others to serve that are not sitting in IRC waiting for us, they managed to email us and get their issues resolved, guess what? you're the only one out of hundreds of users that is actually having an issue other than their VPS problem. Honestly I have nothing else to say in this thread any longer, the probelm took place and we've done our part in recovering it, we can't do much more than that. So my advise is to start using our support ticketing system as clearly stated at http://www.santrex.net/contactus.php and stop depending on IRC to get you the help you need, otherwise you can find live chat online during our normal business hours at our site.
Posted by borgassimilation, 04-22-2010, 01:03 AM
I honestly did not expect any different of a response. Perhaps I am the only person among hundreds that will take the time and effort to speak up? It really doesn't matter to me now. We've moved onto bigger better things and Santrex has lost our business among the other hundreds of people who have had complaints about Santrex support, service, instabilities, down times and more. Either way I'm not here to debate the issue. I was simply expressing my experience. 4. santrex.net is not responsible for any damages your business may suffer. santrex.net does not make implied or written warranties for any of our services. santrex.net denies any warranty or merchantability for a specific purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by santrex.net. Now clarify this for me (although you're not responding again): ...This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by santrex.net. So, pretty much this says that the company won't warrant services even if it is their own fault and negligence to security. Basically they'll negotiate some sort of compensation, but nothing is definite and of course the consumer won't come out on top in the end. What rubbish. That is the kind of term of service I would expect to see on the wall of a second hand store / pawn shop. heh Ah well.
Posted by chargers, 04-28-2010, 10:09 AM
Well now I am really getting mad with Santrex. My germany dedicated with them is down for over 30 hrs now.
Posted by borgassimilation, 04-28-2010, 02:43 PM
chargers, all I can tell you is that our experience with them was not fun. We lost a lot of data, we had a lot of down time, we had a lot of downages on and off and we really did try to be patient with them. I did back our data up which above was thrown in my face above, but I should not have to go making backups every single day. Also, how in the heck is one to get backups when the service keeps dropping during the backup session? It's all excuses from Santrex to blame the consumer for all of their faults. How pitiful. In all seriousness chargers if you have mission critical content that cannot be offline I would not recommend staying with them or you will be putting your own data and clients (if any) at risk. As stated above in the previous posts, '...This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by santrex.net.' I would take this very seriously. Not taking this seriously puts your securities (data storage, backups, etc.) at risk and is something they over at Santrex really don't seem to care much about. If you value your security do not use Santrex and be very careful to read the terms of service and policies the company has. We normally do this, but this one time we didn't. That was our fault I guess, but still either way you look at this ugly picture Santrex is just not worth the money you might invest in them because they neglect all responsibility for your security and data flat out.
Posted by SEMAlchemy, 08-16-2010, 03:58 PM
This company is not reliable, not secure and has some of the worst customer support. There response time is third world and often have attacks on their network. Be careful, go somewhere else.
Posted by iveco, 09-26-2010, 01:27 PM
down again?
Posted by babegamer, 01-11-2011, 11:00 AM
sorry for asking here, but I'm looking for new dedicated server. I am deciding where to buy and Santrex.net is on my list but I search on Google and find this post. Anyone here can confirm again that they have really bad customer service or now they improve and get a good service!!!
Posted by FayaMan, 01-18-2011, 05:58 AM
Dont even bother trying them its a waist of time and money