Hostingplex down for 8+ hours now

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Posted by TH1rt33n, 03-16-2008, 12:55 AM
I am writing here because all attempts by our tech's have failed to be able to contact someone at hostingplex. There phone tree states "someone will be with you momentarily" then you get transfered to voicemail. I tried to post on the forums to ask for an update, and after going through the registration process and activating the registration, was told I do not have access to even the "General" (Anything goes) forum. In the forums (which are not easily found from the home page) there is a section called "Network & Server Updates" In there the thread "Datacenter Issue" states: We are currently on the phone with the DC and it appears from what my tech is telling me that the problem is not with the DC at all. DC can ping the hostingplex router so datacenter is fine. Also he stated that it's been quiet around there no one has been physically in to work on anything. (I understand they could be remotely working on it.) This is the second time in 2 months our site has been down. First time was with an issue where payment was made a month in advance (from what the accounts payable department stated.) but for some reason they still shut us off for non-payment. That took about 4-8 hours to fix if memory serves me correctly. I hope Kevin or someone from hostingplex is reading these and can update us on what is going on and if possible an ETA.
Posted by CSD_Hosting, 03-16-2008, 01:11 AM
I too am also having problems. It started at about 1:15PM today PST and it is now 10:15PM PST, and our site is still down. No status report given at all - this is very unacceptable.
Posted by Bold Outlook, 03-16-2008, 01:12 AM
Sorry that you are having troubles with Hostingplex. I can't even access their website at all. In terms of the forums, "Network & Server Updates", usually doesn't allow post or replies, because the host doesn't want to receive dozens of posts regarding the matter. They will update the post when their is news to tell. They seem to have a lot of downtime, maybe it's time to switch hosts?
Posted by CSD_Hosting, 03-16-2008, 01:19 AM
Yea, it is definitely time to switch to another host. This downtime is really getting to be annoying. I also noticed that they had processes running on the server that had all died (I greped "ps aux" and found 640 defunct processes). 640!!! That is ridiculous, especially when it continued for more than a week. They have runaway processes that were consuming 90% CPU usage on the server - that have been left unattended) This poor administration should have been a sign to switch hosts fast.
Posted by TH1rt33n, 03-16-2008, 01:23 AM
We noticed that as well, I asked our tech to make sure we had a backup of our site, which we did and it's a good thing too because we already have it up on another host. Now our problem is management is looking for the paperwork on how to either change the hosts file to point to the new dc or we are going to have to do a registrar transfer. (note hostingplex is the current registrar)
Posted by Henrik, 03-16-2008, 02:47 AM
Can this be a sign of an attack, for example against httpd?
Posted by TH1rt33n, 03-16-2008, 03:43 AM
Site is finally backup at 12:30ish AM PDT. 11 hours after it went down. Still no explaination of what happened. However I did notice that all the defunct processes are now gone. I would still like to see hostingplex post here in response to this thread and what happened exactly. (as much detail as they can give w/o giving away security) Thanks much for the posts.
Posted by boonchuan, 03-16-2008, 06:39 AM
This would be better in the Network Outage Forum, moved.
Posted by Kevin, 03-16-2008, 12:25 PM
Hello, There was an issue at our datacenter that was completely out of our control. Reseller hosting, dedicated servers were not impacted, and most VPS users were not impacted. The bulk of shared hosting was impacted, and the users that did not initially go down subsequently went down due to necessary operations carried out on our storage network. The fault was detected at 4:15EST March 15th and we were onsite at 4:20EST March 15th. We monitor all systems every 10 seconds from remote locations. The situation was assessed and a plan was put in motion. We worked non-stop until all services were back online, downtimes varied with some users not being back online until 3:30AM EST March 16th. We were unable to take all the telephone calls and live chats due to the volume, we were focused on addressing the issue. When I had a chance to breath I made the first forum post that is quoted here, and mass replied it to ever single open ticket, with a link to our forums advising further updates would be made available there. I then made a second forum post not seen in this thread, and also mass-replied that to every open ticket. We felt this was the most effective way to communicate the issue. We also created a news item in Kayako which includes a message in tickets when they are auto-opened. http://forums.hostingplex.com/showthread.php?t=1771 The issue is fully resolved, we ask that customers communicate to us directly for further information; you can participate in our forums or open a support ticket.
Posted by Kevin, 03-16-2008, 12:29 PM
TH1rt33n, Can you please answer just a few questions for me, 1. what domain do you host with us? Or what was the domain you use to host with us and moved. 2. you say you phoned the DC and they said everything was fine, that nobody was in, that it was quiet etc, can you please clarify who you phoned, and who you talked to regarding this issue, and at what time.
Posted by bear, 05-19-2008, 05:51 PM
TH1rt33n has provided the helpdesk with proof he is/was a customer of hostingplex, but has asked it not be shared publicly.
Posted by wisam74us, 09-17-2008, 11:58 PM
I was affected 10 hours down time with hostingplex which exceeded the allowed down time (99.90%) for one year. My site is down again while I am writing this, I am on the cluster servers which suppose to handle tons of traffic, so far I went down more than four times in two months. I asked some clarification about the refund policy for the down time or if I can get my money back and cancel but my messages were totally ignored by the technical support. This is the last time I can accept a down time, I think my website will need few hours to come back as the guys their work 9-5 EST, MON-FR .
Posted by David, 09-18-2008, 07:45 AM
wisam74us, Just a note, it looks like they did have scheduled maintenance: http://forums.hostingplex.com/showth...2132#post12132