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


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#121 albatross

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Posted 23 September 2018 - 11:07 PM

On that list of times, please stipulate a time zone because (1) MDD's operations

span a few time zones, and (2) many of your clients probably don't know that

MDD is located in the Eastern time zone.


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#122 Plippers

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Posted 23 September 2018 - 11:19 PM

Haha! Yea. I alway wrongly assume server related times are Denver / Mountain Time.
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#123 MikeDVB

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Posted 23 September 2018 - 11:30 PM

Sorry about that - we always work by server time which is local time for us. EDT. I updated the post with that and will try to remember to include it for subsequent posts.

I'm getting exceptionally sleepy but want to keep clients informed for as long as I can so I should be up for a bit. If I forget to add the time zone feel free to chime in and point out it's EDT or remind me to add it if I forget.
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#124 Duke

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Posted 23 September 2018 - 11:34 PM

Today is my 10th anniversary using MDD's services. By far they have been the best webhost I have ever been using and that is why I have total confidence in Mike and his team. This was a human error, we all make those. When the situation is back to normal, it is good to analyze lessons learned from this and reduce the risk of this happening ever again. 

 

Keep up the good work!


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#125 ericr

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Posted 23 September 2018 - 11:35 PM

I can not provide a new update for the ETA of S1 jsut yet but can only advise we are slowing the backups down a little bit.  We actually had so many restore threads going that the restores were conflicting and trying to restore the same account. Once I have a new estimate on the rate that it is going I will update the thread.


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#126 jsolo

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Posted 23 September 2018 - 11:35 PM

Mike, I don't mean to be pushy but restore started ~3 hrs ago on ticket 657811... Still no access.

 

Help ¿?


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#127 spocklikesspores

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Posted 23 September 2018 - 11:42 PM

Does anyone know if imap email will return at the same time as the websites, for any given domain? Someone I'm trying to help with this issue can wait on the website but losing email is a killer. He is on s3. I'm hoping that email services might return sooner than the website for him.


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#128 albatross

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Posted 23 September 2018 - 11:47 PM

I'm getting exceptionally sleepy but want to keep clients informed for as long as I can....

 

I'd suggest a full night's sleep with no phones within earshot.

 

If ever I skimp on sleep for two straight nights, my cognition suffers.


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#129 ericr

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Posted 23 September 2018 - 11:48 PM

Email and web-services will return at the same time as they live in the same account. If you desire you can request a blank account be made that you can create the email addresses in and then we can restore over it with the backup.

jsolo, We do apologize.  we are trying to get through the 150 tickets we have as quickly as possible.


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#130 KevinD872

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Posted 23 September 2018 - 11:49 PM

Does anyone know if imap email will return at the same time as the websites, for any given domain? Someone I'm trying to help with this issue can wait on the website but losing email is a killer. He is on s3. I'm hoping that email services might return sooner than the website for him.

 

I can't speak for MDD, but from past messages in this thread, my best guess is that you can try submitting a ticket in order to see if they can get that part working for you sooner.  But then it may complicate things when it comes to restoring your site.  You wouldn't want to overwrite the email folders with what would essentially be 3 or 4 day old data.

 

Edit:  Answered above by Eric a moment before I posted.


Edited by KevinD872, 23 September 2018 - 11:50 PM.

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#131 spocklikesspores

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Posted 24 September 2018 - 12:25 AM

I read about the option to have mdd create the email accounts via a ticket. But I don't understand the downside that Kevin mentioned - it wouldn't be useful to have email working for a day or so and then lose those emails when the server is restored. Is there a way around that? Since the actual restore time would be unknow from the user side, it'd seem to be impossible to make local folder copies of the emails. Is there a sure fire way to work this out?


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#132 MikeDVB

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Posted 24 September 2018 - 12:26 AM

I read about the option to have mdd create the email accounts via a ticket. But I don't understand the downside that Kevin mentioned - it wouldn't be useful to have email working for a day or so and then lose those emails when the server is restored. Is there a way around that? Since the actual restore time would be unknow from the user side, it'd seem to be impossible to make local folder copies of the emails. Is there a sure fire way to work this out?

I would make sure to be using IMAP and would probably make a periodic select+drag of the messages into a local folder [one not on the imap] and you can drag them back once the server is online.


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#133 jsolo

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Posted 24 September 2018 - 12:33 AM

@Eric or mike, received ticket update that site has been restored but unable to login using existing credentials.  Replied to ticket to have new password sent.

 

Ticket 657811 .


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#134 btriad

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Posted 24 September 2018 - 12:35 AM

Email and web-services will return at the same time as they live in the same account. If you desire you can request a blank account be made that you can create the email addresses in and then we can restore over it with the backup.

jsolo, We do apologize.  we are trying to get through the 150 tickets we have as quickly as possible.

 

Hi.

 

But there are at least 2 domains under different accounts at my service (reseller at r4) that email is working more than 12 hours. While at other accounts and domains the email service is not working...

 

Also if we ask for a blank account and create a domain what will happen when recovery time comes? Web site is not critical in our cases but email is. So will the new emails merge with old or what?


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#135 ericr

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Posted 24 September 2018 - 12:48 AM

Merging can be done.  However it would need to be explicitly requested. The reason is we actually have to change you to maildir, copy the emails out. restore the copy the emails in.


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#136 cziv

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Posted 24 September 2018 - 12:59 AM

Some of my sites at S3 show 403 Forbidden.

 

Some of them at S3 show "Sorry, If you are the owner of this website, please contact your hosting provider:".


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#137 ericr

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Posted 24 September 2018 - 01:04 AM

The best place for support is in the support system.  For password's not matching I can only point you to here https://www.mddhosti...I-reset-it.html

 

 

The current update for S1 is that it is running longer then expected.  However, it only has 64 accounts left and should be done within the hour. 
 


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#138 jsolo

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Posted 24 September 2018 - 01:06 AM

Eric,

 

Tried that.  Got a failure message.  Something not right on the account.

 

Ticket 657811 .

 

I'm fairly confident the backup file is good.  I restored it earlier manually but somethings like sql databases, dns zones, and a few other things didn't restore (probably requires root?).  It was suggested to open a ticket to have you restore it instead.  Done.  At least before email worked, now nothing works and the account is completely inaccessible (cpanel and all).


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#139 btriad

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Posted 24 September 2018 - 01:19 AM

Merging can be done.  However it would need to be explicitly requested. The reason is we actually have to change you to maildir, copy the emails out. restore the copy the emails in.

 

 

 

 We are confused. I understand that you are trying for the best in a very difficult situation but in Europe is Monday morning and will be a ****** for us to deal with our clients.

 

 

  1. How it is possible that at least 2 domains under different accounts at r4 DO have email service up and running? Reading the forum posts I assume that shouldn't be happening. Maybe email service will come up faster or these accounts have been created in a first attempt of recovery and will be overwritten when time come?
     
  2. It's good that merging is possible. 
    So in case we select that road we should open a ticket asking you to open x accounts, one for each of our clients. And in the same ticket we should mention the request for merging emails? 

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#140 btriad

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Posted 24 September 2018 - 01:46 AM

How it is possible to access the DNS settings for some domains? We have access to the cpanel of an account but we are not allowed to add any other domains on it...


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