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Re: Forum Suggestions/Problems.

Posted: Fri Feb 14, 2014 4:23 am
by Tawmis
Collector wrote:I am surprised that they have not contacted me. Perhaps they are sick of dealing with me. Remember, this is not a forum issue, but a database issue as both Wikis suffer from the same issues, serving up 500 and 503 errors. I have been around and around with them through multiple tickets until they give up or the problem temporarily lets up, only to return at a later time. I have asked to be moved to another server to get away from whoever is eating up all of the database server resources, but they say the site is now too large for their script to move automatically.
Well I specified the forum, because that's where we can report it the most, since - other than the installers - I (think?) it's what gets the most use. So more users would be able to report the error.

Re: Forum Suggestions/Problems.

Posted: Fri Feb 14, 2014 8:25 pm
by Tawmis
Latest email:

SLA: Over-due 1 (was: Over-due 2)

[oxen.arvixe.com] SierraHelp.com forums frequently become unresponsive
----------------------------------------------------------------------

Ticket ID: YSP-103-84723
URL: https://support.arvixe.com/index.php?/T ... -103-84723
Name: Adarsh Achari
Email address: adarsh.achari@arvixe.com
Creator: Staff
Department: Server Stability


Hello,

We value your business and are working very hard to respond to every ticket as quickly as possible. As we also provide on-demand live chat and phone support, it is possible that responses to tickets can be delayed due to a large number of incoming tickets. Due to the delay in response, we are auto-escalating this ticket so we can resolve the issue as quickly as possible. Rest assured that every ticket in our system will be responded to and if your issue is urgent, please attempt to get in contact with us through the phone or live chat so we can give the proper attention to your ticket.

Thank you very much for your patience -

Support Services

Re: Forum Suggestions/Problems.

Posted: Sat Feb 15, 2014 12:13 pm
by Tawmis
Their latest email:
[SERVER OPERATIONS #YSP-103-84723]: [oxen.arvixe.com] SierraHelp.com forums frequently become unresponsive
Inbox
x
Arvixe Server Operations

8:12 PM (13 hours ago)

to me
Hello,

We are really sorry for this issue, the URL http://sierrahelp.com/forums/ is working now, we will keep monitor the server and update you as soon as possible. Thank you for your understanding and cooperation.


Regards,
Poornima Sujith
Jr. Technical Operations Officer


NOTE: Is this an urgent request? You may wish to contact us by calling 1-888-927-8493 or starting a live chat at http://www.arvixe.com . You can view a history of your tickets by logging in at http://support.arvixe.com

Ticket Details
Ticket ID: YSP-103-84723
Department: (choose one)Server Stability
Status: Awaiting Customer Reply

Support Center: https://support.arvixe.com/index.php?

Re: Forum Suggestions/Problems.

Posted: Sat Feb 15, 2014 12:14 pm
by Tawmis
And then my reply:

Hello - yes, it is working now. But as noted in chat - and as repeatedly reported by Andrew who runs the site - the forums KEEP TIMING OUT over and over again. There has to be some kind of load balance issue somewhere. We would like to get this moved to another server. I run several sites through Arvixe myself (Tawmis.com, NeverendingNights.com, NewWarriors.com, PirateBooty.net, LarryLaffer.net and ComicReliefPodcast.com) - and NEVER have I had to experience such trouble getting a site moved to another server when there's REPEATED issue. I recommended Arvixe to Andrew because I always had great customer service - yet, he's been telling me he has repeatedly reported this issue with databases - and Arvixe has done little to help him - other than to say "It's working now" - which makes me feel embarrassed after I did so much preaching about how great you guys have treated me.

Re: Forum Suggestions/Problems.

Posted: Sun Feb 16, 2014 10:29 pm
by Tawmis
Latest email from them:

Hello,

Thank you for the update.

While checking the server history, there was no recent load spikes or issues reported. We will keep monitoring our servers and will update you on this.

Also, Kindly update us if you see any more. We will do the needful.

Thank you for the understanding and cooperation,



Sandeep Anand
Jr. Technical Operations Officer


NOTE: Is this an urgent request? You may wish to contact us by calling 1-888-927-8493 or starting a live chat at http://www.arvixe.com . You can view a history of your tickets by logging in at http://support.arvixe.com

Ticket Details
Ticket ID: YSP-103-84723
Department: (choose one)Server Stability
Status: Awaiting Customer Reply

Support Center: https://support.arvixe.com/index.php?

Re: Forum Suggestions/Problems.

Posted: Mon Feb 17, 2014 7:03 am
by BBP
Been having lots of trouble with the forum lately now you mention it... should've noticed this earlier...
just had another one at 17-2-2014, 13:02 GMT +1
Service Temporarily Unavailable

The server is temporarily unable to service your request due to maintenance downtime or capacity problems. Please try again later.

Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.


Apache/2.2.21 (Unix) mod_ssl/2.2.21 OpenSSL/0.9.8e-fips-rhel5 mod_hive/3.6 mod_auth_passthrough/2.1 mod_bwlimited/1.4 mod_jk/1.2.35 Server at www.sierrahelp.com Port 80

Re: Forum Suggestions/Problems.

Posted: Mon Feb 17, 2014 1:08 pm
by Tawmis
Thank you! Going to send that to them, since it has a specific date and time.

Re: Forum Suggestions/Problems.

Posted: Sat Feb 22, 2014 8:52 am
by Qbix
Same error as BBP at
2014-02-22 14:49-14:51 CET (GMT+1)

Re: Forum Suggestions/Problems.

Posted: Sun Feb 23, 2014 4:54 am
by Tawmis
I just got:

Service Temporarily Unavailable

The server is temporarily unable to service your request due to maintenance downtime or capacity problems. Please try again later.

Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.
Apache/2.2.21 (Unix) mod_ssl/2.2.21 OpenSSL/0.9.8e-fips-rhel5 mod_auth_passthrough/2.1 mod_bwlimited/1.4 mod_jk/1.2.35 mod_hive/3.6 Server at sierrahelp.com Port 80
=================

Emailed to the existing ticket I have with them and started a chat session with their support.

Re: Forum Suggestions/Problems.

Posted: Sun Feb 23, 2014 5:09 am
by Tawmis
Per chat session:

Your Question: Service Temporarily Unavailable

The server is temporarily unable to service your request due to maintenance downtime or capacity problems. Please try again later.

Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocume
Please wait, an operator will be with you shortly.
You are now chatting with Sreenath V - Support
01:51Sreenath V: Hello, and thank you for contacting Arvixe live chat! If I appear unresponsive for an extended period of time it is very likely that you have disconnected from the live chat service, please try rejoining if this happens.
01:51Tawmis: Hello, I reported previously about SierraHelp.com - the forums (sierrahelp.com/forums) are having the same issue. Again.
01:51Tawmis: Service Temporarily Unavailable

The server is temporarily unable to service your request due to maintenance downtime or capacity problems. Please try again later.

Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.
Apache/2.2.21 (Unix) mod_ssl/2.2.21 OpenSSL/0.9.8e-fips-rhel5 mod_auth_passthrough/2.1 mod_bwlimited/1.4 mod_jk/1.2.35 mod_hive/3.6 Server at sierrahelp.com Port 80
01:52Sreenath V: I'll be happy to help, One moment please while I look into this.
01:52Tawmis: Finally loading after several attempts.
01:52Tawmis: I have a ticket open:
01:52Tawmis: SERVER OPERATIONS #YSP-103-84723
01:52Tawmis: Just figured I'd chat to also document that it's continuing to happen.
01:53Sreenath V: Just a moment please and I will check that for you.
01:54Tawmis: A user (BBP) reported an issue on our site with the forum recently:
01:54Tawmis: http://sierrahelp.com/forums/viewtopic. ... 882#p50882
01:55Tawmis: And another user (QBix) reported the same error as that user: http://sierrahelp.com/forums/viewtopic. ... 913#p50913
01:55Sreenath V: Kindly hold on.
01:55Tawmis: Sure.
01:59Sreenath V: Tawmis, I have escalated this ticket to our Server Stability Admin so that he can investigate this issue for you. He will update you with more information through the ticket as soon as possible.
01:59Sreenath V: I understand that you need this resolved as quickly as possible. I have escalated this directly to a Server Stability Admin which should expedite the resolution.
01:59Tawmis: Excellent. Thank you so much.
01:59Sreenath V: Please do not hesitate to let us know if you have any additional problems, now or in the future.
01:59Sreenath V: You're welcome! Have a nice day! And thank you for choosing Arvixe.
01:59Tawmis: Thank you!

Re: Forum Suggestions/Problems.

Posted: Mon Feb 24, 2014 5:55 pm
by Tawmis
We will see how this goes:

Hello,

We are really sorry for the inconvenienced caused. There was load spike on the server again due to a user account which was consuming high CPU resources. We have taken necessary action against that user and stabilized the server performance. Thanks for your cooperation and understanding.

Sibi
Technical Operations Officer


NOTE: Is this an urgent request? You may wish to contact us by calling 1-888-927-8493 or starting a live chat at http://www.arvixe.com . You can view a history of your tickets by logging in at http://support.arvixe.com

Ticket Details
Ticket ID: YSP-103-84723
Department: (choose one)Server Stability
Status: Awaiting Customer Reply

Support Center: https://support.arvixe.com/index.php?

Re: Forum Suggestions/Problems.

Posted: Mon Feb 24, 2014 11:04 pm
by Collector
They have said that before. We'll see.

Re: Forum Suggestions/Problems.

Posted: Tue Feb 25, 2014 3:49 am
by Qbix
had one 1/2 hour ago or so (503)

Re: Forum Suggestions/Problems.

Posted: Tue Feb 25, 2014 2:01 pm
by Tinuviel
Yeah, I had problems with it today. And it seems like PM messages are just sitting around in the outbox too.

Re: Forum Suggestions/Problems.

Posted: Tue Feb 25, 2014 9:01 pm
by DeadPoolX
I'm receiving PMs as normal, but I don't know if they're being sent properly.

Tin, I replied to your PM, but maybe I'll test it by sending Collector a PM.