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#7399 Major Outage - 09/21/18+ - Client Discussion

Posted by Bookproc on 26 September 2018 - 12:11 PM

I do NOT want to see "Service is down and will be fixed." I DO want to see a company being transparent and providing information along the way, including ETAs, if and when they are feasible, and explanations of changes in ETAs. In short, MDD provided all the information I wanted, perhaps more than I needed--but more is always better than less for me--and much much more than I could have expected in the circumstances. This was all deeply reassuring.

 

I have been with hosting providers that did the "It's down, it will be fixed" route, and *never again* is all I can say, because the corollary, though not expressed in precisely these terms, is generally "Now shut up and leave us alone, that's all we're going to tell you, and you're just going to have to wait it out without having a clue what's going on or how long it will take. Sucks to be you." I'm stuck with that kind of service with the cable company because their only competitor is just as bad, if not worse. Fortunately, MDD doesn't take that route, and I would never stay with a hosting provider that did

 

Different strokes for different folks.


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#7229 Major Outage - 09/21/18 - 09/24/2018

Posted by MikeDVB on 24 September 2018 - 06:28 PM

We performed some changes on the storage in both backup servers.  The fast backup server is now doing 4,770 GB/hour data rates while it was doing 500gb/hour.  The old backup server has been doing 318 gb/hour.  We're watching to see how much of an improvement the old backup server gets as a result of these changes too.

 

The bottle neck is getting the data from the old backup server to the fast one - but this process is substantially faster than restoring directly from the old backup server which was only doing about 50gb/hour.


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#7227 Major Outage - 09/21/18 - 09/24/2018

Posted by MikeDVB on 24 September 2018 - 06:14 PM

We upgraded a storage component on the new Fast Backup server and we are seeing a huge increase in performance over what we were already seeing.  This should cut down the total restoration time - we will have updated ETAs once we have conducted some more transfers.


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#7219 Major Outage - 09/21/18+ - Client Discussion

Posted by MisterNeutron on 24 September 2018 - 05:22 PM

How will the damages incurred be compensated ?

 

I am running a webshop generating quite a bit of revenue and 4 - 5 days without any sales will cost me at least US$ 5000 (direct damages).

Read the terms of service: https://www.mddhosting.com/tos.php

 

I don't think there's a web host on the planet that will compensate people for lost income due to downtime. They couldn't - a single 6-hour outage would effectively put them out of business. Does the electric company compensate businesses for lost revenue when the power is out for a couple of days?

 

Last but not least, if your site is generating that much income, do you think using a bargain shared hosting service is a smart business decision? Or should you perhaps be paying more for hosting that has more redundancy, and quicker disaster recovery? Or should you perhaps maintain two hosting services, with the ability to change your nameservers in a heartbeat, and have all of your business directed to the secondary service in case of unfortunate problems like this one?


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#7372 Major Outage - 09/21/18+ - Client Discussion

Posted by SarisIsop on 26 September 2018 - 03:51 AM

All up and running on S5

 

Have lost a few posts on our forum, but it's no big deal and we are just pleased to be back on-line.

 

I would like to say a big thank you to Michael and all the staff and helpers at MDD for getting us out of this. No it shouldn't have happened, but it did and you all rolled up your sleeves on got on with.

 

Michael should be commended for transparency and honesty to his clients, it takes guts to take it on the chin but he has proven that he will always put his customers first.

 

I also want to shout out to the person that made this happen. Don't dwell on it, it's the past and you can not change that. Dust yourself off, hold your head up high and carry on your journey into the future.

 

We are all to blame and I for one will be taking regular cPanel backups, had I have done that I would have been back on-line within a couple of hours instead of waiting till today. Lesson learnt.

 

I will not be leaving MDD. I'm only a small fish but they have always looked after me, sometimes far beyond what I pay them for. I also will not be requesting any refund/compensation as I have lost no money over this and I feel you will be losing enough.

 

I know all of you at MDD have still a lot of work ahead of you and yes you will undoubtedly be on the big side of losing, but this episode has made you stronger and I still have full faith in you. 

 

Sorry to those of you that have been posting your anger especially Avatar for telling me I will just have to "Be Annoyed" I do understand as I once ran my own business, but I just wanted the original thread to be updates and not questions or complaints. Anyway Michael did eventually split the thread and lock it, something I would recommend doing in future.

 

Good luck to everyone whichever way you have decided to go, and thank you MDD.


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#7230 Major Outage - 09/21/18 - 09/24/2018

Posted by MikeDVB on 24 September 2018 - 07:06 PM

R1 is restoring now, should be done soon.

 

R4 got finished faster than expected and we should be restoring it soon.

 

S2 is also close to being ready to get restored.


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#7395 Major Outage - 09/21/18+ - Client Discussion

Posted by AMC4x4 on 26 September 2018 - 11:45 AM

Just a note in response to "newbie" ... I, too, want to see MDDHosting grow and prosper.  I've used their services many years and referred many people.  But a couple of things:

 

1.  This is 2018, not the mid-2000s when those generalized and generic terms were drafted. 

 

2.  This series of devastating technical errors is more akin to what happened a decade ago. This is 2018.

 

3.  This is not so much about tech stuff, this is about company reputation ... how a person operates their business in 2018.  Perception about a company's reputation is paramount, and Michael's lengthy emails, now reposted on industry websites, won't help MDDHosting's reputation.  When I read them, I thought, "oh, no! Just say the service is down and it will be fixed."

 

4.  Just this week, MDDHosting has disappeared from some rating services as a "top" site host.

 

5.  Why not use your name?

 

Why so hostile? My name is Aaron Clow and I've been an MDD customer since maybe 2013 or so? I have two accounts with them - a corporate account for the company I work for and another account for my personal projects. If you care to look, many of us are "Newbie's" because MDD has had so few issues over the years that we haven't had to post here. "Newbie" is a classification, not my name. Also, when we sign up for a forum account, it doesn't put your name in as your username. You pick one. So I picked one. 

 

If you prefer a hosting company that hides their activities behind a simple "service is down," and that's all the information you require when something untoward happens, I'm sure there are plenty of cheap places you can go for that kind of service. That's not how I do business. I'm forthright with people I speak to, and the reason I'm still with MDD is precisely because they do business this way. Look at how many people are still here and who say they aren't leaving. Why do you think that is?

 

So what's your name? Do people call you "Dehenderson?"

 

Cheers 


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#7384 Major Outage - 09/21/18+ - Client Discussion

Posted by Dehenderson on 26 September 2018 - 09:58 AM

Removed by Request


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#7297 Major Outage - 09/21/18+ - Client Discussion

Posted by npad69 on 25 September 2018 - 11:19 AM

Sadly - human error - and then a chain of unfortunate circumstances got us to where we ended up. A chain that we will be breaking in numerous places so that this cannot happen again.

Hi Mike, not to divert the topic but I'm both curious and concerned about the person responsible for this error? Honestly, the first thing that came into my mind when things got a bit serious was how this admin would have affected him/her psychologically. I don't know.. I would have had some kind of nervous breakdown or something if it was me. Hows he/she holding up BTW? I hope he/she is ok.


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#7293 Major Outage - 09/21/18+ - Client Discussion

Posted by Big Dan on 25 September 2018 - 10:52 AM

As I understand it we were all very lucky that you had a another (off-site) backup of the data. If it were only the snapshots every one would have been up the creek without a paddle. A lot of hosts would simply point to their 'suicide clause' of maintain and only rely on your own backups. You have that clause in your TOS but still went the extra mile. 

 

No one wants down time and it's never easy especially when you have clients hooting and hollering at you over something you really cannot control. It happens and it sucks but frankly this turned into a good learning opportunity. 

 

I learned that I had grown complacent with MDD's stellar uptime and general lack of headaches compared to other hosts. I wasn't pulling down backups as often as I should have. That's on me. 

 

Secondly, only some of my clients are on Cloud Flare. All my clients are going to use Cloud Flare in the future. With Cloud Flare I can at the very least point email at another host with minimal downtime until MDD restores. 

 

Current backups + Cloud Flare means I can restore service to another server pretty much as fast as I'm able to upload them.

 

For additional piece of mind I'm going to keep a 'hot' account on another server with email forwarders setup for all clients. This way I can just do an MX switch at Cloud Flare to restore email (the life blood of many client's businesses) ASAP then work on restoring the websites. 

 

Mike and the team still have my vote of confidence even more so seeing how they handled this outage. I really should've had this disaster plan in place already. 


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#7279 Major Outage - 09/21/18+ - Client Discussion

Posted by MikeDVB on 25 September 2018 - 09:49 AM

Managed to get my S5 server website back online yesterday by moving to another host a couple days ago.  Had I moved when my gut told me to, as soon as all this happened, I could have been back online already on Sunday.  Lesson learned...  When things this serious go wrong, grab another host for a month right away and take shelter.  Or in my case...  Move.

If you could have moved - then we could have re-created your account and you could have restored in-place.  Whatever you moved to another provider could have been quickly brought back online with us.

 

The server has been online since Friday - the only thing we've been working on is copying our backup data over.  Any clients that have their own backups have been online for days already.


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#7221 Major Outage - 09/21/18 - 09/24/2018

Posted by MikeDVB on 24 September 2018 - 05:51 PM

We are starting the restoration of the R1 server now.


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#7139 Major Outage - 09/21/18+ - Client Discussion

Posted by cziv on 24 September 2018 - 09:54 AM

GUYS DO NOT POST SPECIFIC PROBLEMS HERE.

 

OPEN A TICKET !!!!!


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#4992 Facility-Wide Disruption of Connectivity

Posted by MikeDVB on 28 February 2014 - 11:34 AM

THANK YOU EVERYBODY THAT SENT IN A TRACEROUTE.

 

We were able to identify the issue down to the Hurricane Electric and Telia transit providers.  We turned off those providers and all traffic is now routing over alternate unaffected routes - i.e. everybody should be back online at this point.

 

Understand due to the nature of this issue it is possible there will be further downtime/connectivity issues as there is no way for me to predict what changes have to be made to fully resolve the issue.  Turning off these transit providers is a band-aid over the symptoms and not a solution to the problem.  The goal was to bring everybody back online as quickly as possible.

 

We couldn't have isolated this issue without the traceroutes - thank you.

 

That said - if you are still experiencing connectivity issues do please email maintenance@ with a traceroute.


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#7435 Major Outage - 09/21/18+ - Client Discussion

Posted by MikeDVB on 27 September 2018 - 01:07 AM

Hi all
Quick question
Considering what happened it would be wise to have full cpanel backups.
Any suggestions on how to automate this process and maybe upload to amazon S3 bucket on a shared hosting account?
thanks!

We’re evaluating what options there are so that hopefully we can offer such functionality for you. I know it’s doable with a custom script of some kind but it would be nice for it to be built in.
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#7405 Major Outage - 09/21/18 - 09/24/2018

Posted by MikeDVB on 26 September 2018 - 01:33 PM

Restores are 100% Completed

 

If your site is offline showing a cPanel error page:

 

  • Try connecting to your cPanel by adding "/cpanel" on to the end of your domain.  If you can sign in, this verifies your account was restored.
  • Check to see if you're using our nameservers - if you aren't, you'll need to get your IP from cPanel and update your third party DNS.
  • Make sure you're not just reloading the error page - hitting reload while viewing the error just reloads the error page.

If you are not using third party DNS and your site doesn't appear but you can get into cPanel - try clearing your browser cache and restarting your browser.  If that doesn't work try another browser.  If it loads for you on one browser but not another - that's a caching issue and not a server or network issue.

 

If you are having any issues with your mail client - what we have seen work the most is removing the email account from the client and adding it back.  We haven't yet identified what the difference is.  You can also add "/webmail" to the end of your domain to access your email if your mail client isn't working.

 

We do expect there to be a lot of little issues that we have to resolve so if you have issues and can't sort them please reach out in a ticket.

 

We are doing our best to keep up with support tickets.  I am sorry if it takes us longer to reply than normal but we are answering tickets in the order received and doing our best to fully resolve any issues and to offer good proper non-copy-and-pasted advice.


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#7240 Major Outage - 09/21/18 - 09/24/2018

Posted by MikeDVB on 24 September 2018 - 09:06 PM

About a half hour left of copying s2 from Slow Backup.  R4 and R1 are restoring now.


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#7113 Major Outage - 09/21/18+ - Client Discussion

Posted by cziv on 24 September 2018 - 07:41 AM

 

I submitted another ticket yesterday at 9:10PM; it has languished, largely ignored. Our twenty-seven (27) MAILMAN mailing lists are missing; they do not appear in our Cpanel. These mailing lists represent a significant portion of the email which enters our organization and the proper functioning of these MAILMAN lists is critical to our company. We open for business in 1 minute and -- approximately 60 hours after this issue took hold of us -- I have nothing to tell my boss except "they're very sorry and they're working on it."

 

P1 > AvatarRelo.com > MAILMAN Lists missing > HELP

 

 

There are some 9000 customers. If everybody starts to post here his (or her) problem .... it will be a total mess.


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#4412 Jasmine Emergency Kernel Update Status

Posted by MikeDVB on 14 May 2013 - 08:20 PM

Jasmine is online, it's playing catch-up to the monumental pile of requests it's facing due to being offline. I estimate 5~10 minutes before things normalize.
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#5546 SR1, SD1, VPS1 Outage

Posted by MikeDVB on 22 April 2015 - 05:50 PM

Yup - servers coming online.

 

It looks like a critical piece of software wasn't properly licensed.  I do believe I can place the fault for this matter squarely on my shoulders as it looks like I didn't install the licenses properly.  I do personally apologize for that.  Thankfully the process is well documented now and will not recur.

 

Due to the nature of the issue the servers were shut down gracefully so no data loss or damage is expected.  It would be as though it were simply a long reboot.


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