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#7480 Major Outage - 09/21/18+ - Client Discussion

Posted by LShoe on 09 October 2018 - 12:33 AM in Web Hosting

One more suggestion: I didn't even know about these forums until I searched on Google for info about the outage. Now that I'm looking for it I do see at the bottom of your home page a link to Community Forums, but within the Client Area I don't see any link or information. I would suggest adding a link in the Client-Area Support dropdown menu. I bet this would also cut down on the number of tickets submitted.




#7462 cPanel backup for newbies

Posted by LShoe on 27 September 2018 - 05:53 PM in Web Hosting

Thank you for posting this. Is there a way to automate this to run weekly, and to send it automatically to Dropbox or Google Drive?




#7422 Major Outage - 09/21/18+ - Client Discussion

Posted by LShoe on 26 September 2018 - 06:46 PM in Web Hosting

Speaking of full cPanel backup, which option is this in cPanel?




#7421 Major Outage - 09/21/18+ - Client Discussion

Posted by LShoe on 26 September 2018 - 06:45 PM in Web Hosting

I was astonished to read the following statement on the locked outage forum today:  "If anybody has a backup of their own - we can use that to get you online immediately. "  I didn't know that. I wish it had been said in the MDDHosting emails about the outage. I meticulously keep a backup.  

I was in the same boat. I also then thought I needed to have a full cPanel backup, but I didn't, so I assumed I was out of luck. Only Tuesday afternoon did I realize that I could restore my Wordpress backups.  The team knows from the tickets that they get that clients run the gamut from web admin experts to those who don't know much (like me). While I wouldn't expect them to hold my hand while I restore my backups, just this little bit of information would have saved me 2-3 days of being down. 




#7403 Major Outage - 09/21/18+ - Client Discussion

Posted by LShoe on 26 September 2018 - 12:46 PM in Web Hosting

I'd like a status update on S5. (Last one with %'s was four hours ago.)

 

I am grateful that Mike has been transparent and admitted to the errors and issues, and that he has identified ways to avoid this happening again. I do, however, have a lingering concern about how employees and processes are being managed and will be managed. That Mike didn't realize that snapshots weren't configured properly suggests to me that maybe he trusted someone to do this right. That numerous issues were encountered in the disaster-recovery process suggests to me that maybe it wasn't tested rigorously enough. With so much riding on  their actions, IMO there should be a complete rethinking of this. 

 

Think of a pilot and co-pilot in a commercial jet  - as I understand it, they are both highly competent and capable of going through the pre-flight checklist on their own, but they don't - they do it together. Yes, they will spell each other occasionally during flight so one can go to the bathroom or deal with an issue in the cabin, but for the most part they are expected to be alert to the potential mistakes of the other, and there in real time to work on any issues that arise together. In addition, in designing plane systems, engineers have to ask, "What mistakes might pilots make", and they do their best to design systems and processes to not allow them make those mistakes. 

 

I would be interested in hearing from Mike once this is all over what will change in terms of his management of people and processes.




#7387 Major Outage - 09/21/18+ - Client Discussion

Posted by LShoe on 26 September 2018 - 10:26 AM in Web Hosting

I had restored from my own backups and my site was up, but I gave the go ahead to overwrite this with the S5 server backup. My site is currently down (with the terrible "Sorry" message". I don't know when it went down, but is this a very short outage while the restore process is actively writing to my site, or is this a long outage while you write the entire contents of the server and then afterwards gradually turn on the accounts?




#7226 Major Outage - 09/21/18+ - Client Discussion

Posted by LShoe on 24 September 2018 - 06:11 PM in Web Hosting

If I would have the site itself, with my backups, Mike, what would I not have (other than email)?




#7224 Major Outage - 09/21/18+ - Client Discussion

Posted by LShoe on 24 September 2018 - 06:03 PM in Web Hosting

Thank you, @Starki - that's good news indeed. I just hope my site wasn't crawled while I had just a customized "site not available" page up and an otherwise empty but live site.




#7218 Major Outage - 09/21/18+ - Client Discussion

Posted by LShoe on 24 September 2018 - 05:01 PM in Web Hosting

I have backups done through Wordpress, of files and database, but I don't have a full cPanel backup.




#7212 Major Outage - 09/21/18+ - Client Discussion

Posted by LShoe on 24 September 2018 - 04:27 PM in Web Hosting

Thanks, Mike. In the absence of information, I'm guessing that there's less risk with the site down than with an empty site ... now that I'm really worried about it I am going to update the ticket to revert to that.




#7209 Major Outage - 09/21/18+ - Client Discussion

Posted by LShoe on 24 September 2018 - 04:05 PM in Web Hosting

I submitted a ticket to put up a temporary "site down" file with specific information for my customers, and it was put up (at laurashoe.com). However, is having a blank site out with just one html file going to destroy my Google rankings?  If so, is this worse than the site not being there at all - even if I go back to the site being down, am I facing a disaster here? 

 

The thought of this is making me very queasy.

 

The other issue is that the message is only generating for the home page - all other pages generate 404 errors (of course, now that I think about it). If the answer above is "no worries", then how do I get it to generate for all possible pages? I can edit the .htaccess file, but beyond this I'm not that knowledgeable about all this - I would need explicit instructions.




#7061 Major Outage - 09/21/18+ - Client Discussion

Posted by LShoe on 23 September 2018 - 09:21 PM in Web Hosting

I appreciate what you've had to say.

That said ETA's were just updated and the latest 100% restoration point is presently calculated as Tuesday at 10PM. It's two posts before yours :).

 

Great to hear, Mike ... I was typing as you posted. Still folks, hold off on the non-urgent, if only for my sanity. ;-)




#7059 Major Outage - 09/21/18+ - Client Discussion

Posted by LShoe on 23 September 2018 - 09:12 PM in Web Hosting

I have a request to everyone participating in this forum thread: Please keep in mind that if Mike is responding to you, he can't be addressing server issues or answering tickets, despite his valiant attempts to multi-task with little sleep. Some of the questions on here, like, "Are you going to give me a refund?", or "What do you recommend for my backups going forward?" IMO should wait. Even though you are justifiably anxious and participating here helps, your questions are not more urgent than the team getting to tickets (mine and others), helping people figure out how to restore their sites, and continuing to brainstorm with his team on how to improve ETAs. 

 

Seeing my server with an ETA of Thursday (even if that is a worst case) certainly does challenge my resolve to be empathetic and calm about all this - but I will stick with it even if it is with clammy hands and shortened breaths, since I know that Mike and team are doing the best they can and are being honorably transparent, and everyone makes mistakes, including me. (I'm just lucky that the weight of the online business world isn't on my shoulders when I have to clean up from mine.)

 

Thanks for hearing me out.