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


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#201 djMot

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Posted 24 September 2018 - 11:44 AM

All I was concerned about was a few of my emails. They created the temp account, I re-created my emails which took about 5 mins and they're working great! 

 

As the major portions of my world are still intact, and were intact going into this Garp of a situation, my email can wait.  I would not wish to impede progress for my own personal gain.  That said, I'm not sure which would be more difficult, dealing with switching back and forth with temp email accounts, or having to reconnect with those automated services that may have already written me off.


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#202 cziv

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Posted 24 September 2018 - 11:48 AM

Mike / Tim. Maybe you guys could mention the IP changes after each transfer completes (sticky the new IPs somewhere). Seems that's the issue catching the transfered people out at the moment. Especially for those using CloudFlare or other external DNS. Cheers!

 

I would like to know that and be ready.

 

Also i read some twitter post that Database users must be re-assigned in Cpanel, after restore. Is that a fact ?

 

Anything else we should know ?


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#203 npad69

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Posted 24 September 2018 - 11:58 AM

 

I would like to know that and be ready.

 

Also i read some twitter post that Database users must be re-assigned in Cpanel, after restore. Is that a fact ?

 

Anything else we should know ?

2 out of my total 4 accounts have been restored without needing to reassign db_users to databases. i hope this also applies to the rest of my other accounts still waiting to get restored though


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#204 bmolnar

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Posted 24 September 2018 - 11:59 AM

I will see if we can't provide some sort of periodic update but the ETA's are for full restoration of each server.  If it's feasible to provide additional information we will do so.

Thank you for this information Mike.  I was just about to post asking if the ETA was for full restoration of the server or if it was in between slow and fast backup stages.  Been with you guys since Oct 2010 and everything (up til now) has been stellar.


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#205 jay_nogan

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Posted 24 September 2018 - 12:02 PM

I have some general questions that anyone may answer, as I do not want to take up any of MDD's time.

I am not well versed in any of this hosting stuff.  I am a mechanical engineer whose company website and e-mail server are hosted by MDD.  I am one of the two employees, total, and will be the one to handle any of the work for this.

 

1.  How do I find out what server I am on?

2.  Is it safe to assume that being a newer client (January 2018), my server will be one of the last restored?

3.  Will I have to do anything once things are back up and running?

 

Thanks in advance.


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#206 jay_nogan

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Posted 24 September 2018 - 12:29 PM

1. You should be able to find it on the MDDHosting website, under your services.   Go here https://www.mddhosti...action=services, and for each service listed, click on it, then scroll down a bit and you will see something similar: https://www.dropbox....ervers.PNG?dl=0

You can see that my service is hosted on R4.

 

2. Probably likely

 

3. If you are using 3rd party DNS, you have a chance of needing to update your IP address configuration.  If you don't use 3rd party DNS, you will want to still monitor anyway and possibly open a ticket after restoration if you get an error about the IP address having changed.
 

Edit: After re-reading I see you may not be familiar about your DNS situation.  You can visit https://intodns.com and plug in your domain name(s) (one at a time, though), and run the report.  the very first section of the resulting report will tell you the Nameservers being used.  If you see supportedns like in my screenshot, you are using MDDHosting's DNS and are less likely to have an IP Address issues after the restoration reaches your server.

Thanks richardmichael!  I don't know much at all about this stuff.  I view this like the various software that I use; I want to be an user solely, not a technician.


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#207 MikeDVB

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Posted 24 September 2018 - 12:52 PM

I am splitting client discussions out of the main recovery thread so that it is easier to track status updates.


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#208 cziv

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Posted 24 September 2018 - 01:12 PM

Just saw one site of mine to be online (S2), totally out of order, with missing posts and other things, and also telling me to update to a version that i have been updated 2 months ago.

 

 

How is that possible ?

 

HOW OLD IS THE BACKUP ?

 

******. I'm pissed.

 

**** Not sure what is going on. The site i see is from "© 2015" in the footer. I do not understand.


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#209 Dennis

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Posted 24 September 2018 - 01:21 PM

I have some general questions that anyone may answer, as I do not want to take up any of MDD's time.

I am not well versed in any of this hosting stuff.  I am a mechanical engineer whose company website and e-mail server are hosted by MDD.  I am one of the two employees, total, and will be the one to handle any of the work for this.

 

1.  How do I find out what server I am on?

2.  Is it safe to assume that being a newer client (January 2018), my server will be one of the last restored?

3.  Will I have to do anything once things are back up and running?

 

Thanks in advance.

I've been wondering how to find what server I'm on too. Looked on my account but don't see anything...


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#210 MikeDVB

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Posted 24 September 2018 - 01:22 PM

Just saw one site of mine to be online (S2), totally out of order, with missing posts and other things, and also telling me to update to a version that i have been updated 2 months ago.

 

 

How is that possible ?

 

HOW OLD IS THE BACKUP ?

 

******. I'm pissed.

 

**** Not sure what is going on. The site i see is from "© 2015" in the footer. I do not understand.

We don't keep backups that long - the oldest backup we would have would be about 21 days old.  We would have to look into it directly.


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#211 MikeDVB

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Posted 24 September 2018 - 01:22 PM

I've been wondering how to find what server I'm on too. Looked on my account but don't see anything...

Go to your-domain-name.com/cpanel - it will re-direct to the server name assuming your DNS is still pointed at us.


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#212 MikeDVB

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Posted 24 September 2018 - 01:24 PM

Discussion has been split out of our status thread [ https://forums.mddho...09222018/page-3] to here.  We will do our best to reply here to answer questions, however, our primary focus points are: a) restoring data B) keeping the status thread updated with accurate information and c) replying to tickets as quickly as possible.

 

We're not keeping up with tickets - but we're doing our best.  We will do our best to assist you here if we can, but we can't make any promises that you will get a direct staff response in this thread.


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#213 cziv

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Posted 24 September 2018 - 01:29 PM

We don't keep backups that long - the oldest backup we would have would be about 21 days old.  We would have to look into it directly.

 

What do you see ?

 

http://www.soavo.org/

 

An empty site (?) and a © 2015 at the footer. The © should be 2018, as i see in my backups.


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#214 MikeDVB

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Posted 24 September 2018 - 01:31 PM

 

What do you see ?

 

http://www.soavo.org/

 

An empty site (?) and a © 2015 at the footer. The © should be 2018, as i see in my backups.

I see this domain loading from the S1 server - if it should be coming from another server then this is likely an orphaned backup from long ago.  Let me know what server it should be on.


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#215 cziv

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Posted 24 September 2018 - 01:31 PM

Mike, TWO on S2 sites are OLD OLD versions. Not sure what is happening.


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#216 cziv

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Posted 24 September 2018 - 01:34 PM

I see this domain loading from the S1 server - if it should be coming from another server then this is likely an orphaned backup from long ago.  Let me know what server it should be on.

 

Nope nothing from S1. I have one plan on S2 and one on S3. The S1 was very old, and moved to an other server (s2 from what i understand).

 

Must i continue this with a ticket ?


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#217 jsolo

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Posted 24 September 2018 - 01:55 PM

@mdd team, Thank you for your hard work. As of this morning my site on s3 is partially up after a manual restore.

 

Email is working properly but site on a subdomain is not coming up at all. I've updated the ticket so hopefully that will be addressed some time today.

 

I can only imagine the workload if each account has to be touched/tweaked in some way after a restore.


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#218 AMGill29

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Posted 24 September 2018 - 02:10 PM

I am not getting a straight answer form the temporary help answering support tickets.  I guess they don't understand my question.

 

Does any resellers out there know if when our client's sites are restored - will they show up in WHM?  


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#219 505MediaGroup

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Posted 24 September 2018 - 02:17 PM

I am not getting a straight answer form the temporary help answering support tickets.  I guess they don't understand my question.

 

Does any resellers out there know if when our client's sites are restored - will they show up in WHM?  

Mine are not restored yet, but yes they should be there. If you are using 3rd party DNS you might have to note the IP address next to each client in in the "List Accounts" and update appropriately. I hope that helps.


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#220 NiKEUS

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Posted 24 September 2018 - 02:20 PM

Look on the bright side of you're up, we've been put back 11 hours since the first ETA, at least you have something you can work with. I've got clients with lost emails in limbo for what looks like 2 working days at least in the UK so far including tomorrow, I was lucky enough to have another reseller account with someone I could flip most major accounts to so they could and receive emails, however I'm going in blind with lots of settings and email addresses/forwarders and so on.
Will MDD be reimbursing me for my holiday that I've spent the last 2 days answering calls and swapping providers? 😜
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