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 More than 6 hours OS reload time :( |
 Nov 19 2005, 01:31 PM
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#1
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Newbie Group: Members Posts: 5 Joined: 6-May 05 Member No.: 42,968  |
We have ordered OS reload on one of our server because support stuff pushed us to do it, because they couldn't fix issue on windows server (terminal services wasn't accepting connections).
OS reload started before 4 hours, and it is still not finished. After 3 hours, and 2 tickets in Orbis, they told it was error in auto-provisioning system, and that they have started manual OS reload. I can't believe that they need 3 hours to see that their auto-provisioning system is not working as well when manual OS reload shouldn't last for more than 1.5 hours. Every day, SM support is getting worse and worse, and I think we will have to consider about finding other data center for our customers, because we will definitely loose half of customers from this server because of this downtime today 
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Nov 19 2005, 02:55 PM
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#2
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Newbie Group: Members Posts: 5 Joined: 6-May 05 Member No.: 42,968 |
Server downtime is six hours now, and counting
Does anybody has an idea what to tell my customers about it? |
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Nov 19 2005, 03:53 PM
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#3
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 Fellow  Group: Members Posts: 184 Joined: 26-November 03 Member No.: 38,776 |
Generally, weekend OS reloads can take up to or even over 24 hours, unless within the past week there has been a huge turnaround in this department.
I have no complaints about TP support, however os reloads are a completely different story. If you take a few minutes to browse the Suggestions/Comments forum, you will see a history of the same issues: http://forums.servermatrix.com/viewtopic.php?t=17435 http://forums.servermatrix.com/viewtopic.php?t=17327 http://forums.servermatrix.com/viewtopic.php?t=17247 http://forums.servermatrix.com/viewtopic.php?t=17143 http://forums.servermatrix.com/viewtopic.php?t=17143 http://forums.servermatrix.com/viewtopic.php?t=16847 http://forums.servermatrix.com/viewtopic.php?t=14960 (My personal exerience) On another note, I'm sure that they get quite a few os reload requets per day - and most of those might be getting done on time and we all might just might have been the unlucky few. |
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Nov 19 2005, 04:03 PM
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#4
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Newbie Group: Members Posts: 5 Joined: 6-May 05 Member No.: 42,968 |
I have had a very bad week with them. In tuesday after server reboot, it stopped responding to Remote desktop connections. I have spent 3 days in communication with support, about doing, not doing OS reload, backuping files from server, etc. we have arranged precise time for OS reload, and they have promised 2-3 hours time window to get it completed. After 3 hours, on my tickets they have replied about error, and now is manual OS reload in progress, but it is lasting for more than 3 hours. I have lot of client complaints, even it is night in my country, and I don't dare thinking about what would happen if this downtime was in non-weekend days. I think that all of our customers from this would leave us.
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Nov 19 2005, 04:32 PM
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#5
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 Computer Chip  Group: Admin Posts: 731 Joined: 19-November 03 From: Dallas, Texas Member No.: 38,683 |
QUOTE (nmotika) I have had a very bad week with them. In tuesday after server reboot, it stopped responding to Remote desktop connections. I have spent 3 days in communication with support, about doing, not doing OS reload, backuping files from server, etc. we have arranged precise time for OS reload, and they have promised 2-3 hours time window to get it completed. After 3 hours, on my tickets they have replied about error, and now is manual OS reload in progress, but it is lasting for more than 3 hours. I have lot of client complaints, even it is night in my country, and I don't dare thinking about what would happen if this downtime was in non-weekend days. I think that all of our customers from this would leave us.
Can you please PM me a ticket number and the technicians name who promised the 2-3 hour window so we can further investigate the issue? -------------------- James Erickson
Red Hat Certified Datacenter Specialist Senior Unix Systems Engineer The Planet Internet Services https://orbit.theplanet.com |
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Nov 19 2005, 05:07 PM
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#6
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Celery Group: Members Posts: 34 Joined: 26-June 05 Member No.: 43,237 |
This is one of the points where ThePlanet should work a lot. Good luck!
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Nov 19 2005, 05:24 PM
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#7
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Newbie Group: Members Posts: 5 Joined: 6-May 05 Member No.: 42,968 |
QUOTE (jerickson) Can you please PM me a ticket number and the technicians name who promised the 2-3 hour window so we can further investigate the issue?
You have PM. Server was back online after almost 7 hours. We are now working to back users content from backup. These 7 hours were terrible
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Nov 19 2005, 08:53 PM
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#8
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 SuperGeek Group: Members Posts: 1,992 Joined: 30-July 04 Member No.: 41,306 |
I won't argue 7 hours is quite a lot but you're making it sound like you expected zero-downtime. If downtime was such an importance, why schedule the reload during the day (which I assume you either didn't specify or that's when it was taking place) and/or not make preparations for the downtime in general? I'm also a tad curious why you didn't expect something like this to happen as it is generally good practice to be over cautious when scheduling things like this.
Not negating the fact it took a long time to do a simple task (well, reload is simple, restoring settings and testing can be legnthy in itself) and your customers are important but if you couldn't afford this, why'd you schedule it in the first place? More importantly, why b**ch and complain when you should have expected it to take 1-4 hours to go from start to finish anyway? Just a general observation. -------------------- Your Parole Officer
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Nov 19 2005, 09:11 PM
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#9
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Celery Group: Members Posts: 34 Joined: 26-June 05 Member No.: 43,237 |
7 hours it's not a bad time.
If your customers are so important, buy another machine and move them or do something. We do because our customers worth this money. It's only money, work and planification; later you decide what to do. |
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Nov 19 2005, 10:28 PM
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#10
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Techie Group: Members Posts: 276 Joined: 21-March 04 From: ::1 Member No.: 40,103 |
Each time I hear these OS Reload stories I wonder what my experience would be like. I however have these really stable servers that don't need any work at all, which is great. Am I just lucky that I don't get any bad pears and get good uptimes, and great stability?
OS reloads should not take long, I agree, but the first point to figure out is why the OS reload had to take place first of all. On a perfectly good running server things should not break. Patches should be tested on test machines, and then tested again on different conditions, and then rolled out to the systems. There was only one time when an OS reload had to be done here at The Planet, but that was because the tech that had set up the server ignored the guidelines I asked for the partitioning of the HD. The turn around time for an OS reload was 24 hours, as I was not in a hurry at all, which I had specified in the ticket. If you have mission critical stuff, then you need to get on the ball, and get 3 - 4 different servers, located around the country, and if at all possible, all with different data pipes and OS's. |
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Nov 28 2005, 03:50 PM
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#11
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Newbie Group: Members Posts: 5 Joined: 6-May 05 Member No.: 42,968 |
There is few posts "why make OS reload". The main reason was that the planet techs were not able to fix problem I had with server (terminal services rejected all connections), and we were forced to make OS reload. We didn't have time, and possibility to move everything to other server, and the planet techs promised 2-3 hour window for OS reload. We didn't ordered OS reload during the day, but because of its lenght (7 hours only for OS reload, and 5 hours to restore all data and setting) we have entered into other day, and it was the main problem.
If OS reload lasted 3 hours, as we expected, we would finish everything in planned 8 hours windows during the night, and we wouldn't have any complaints, and problems. Also, we have have paid windows admin on our side to wait OS reload finish and to start restoring data (working at night is extra pay in our country), and we have paid him for 4 hours without reason. Everything seems simple, but it is not. Setting everything on other server, without having remote desktop connection on this server, DNS propagation, etc. were not a solution. The planet doesn't offer possibility to install a brand new server with same configuration, and with old IP addresses, and to put system hard disk from old server as secondary disk in new server, which would be very great (and expensive, but affordable) solution. |
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Nov 28 2005, 04:32 PM
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#12
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 SuperGeek Group: Members Posts: 1,574 Joined: 23-October 03 From: Fort Wayne, IN Member No.: 38,424 |
I agree, it seems to be common around here to expect everyone to have multiple backup servers, and unless you have these mythical backup servers, you're not allowed to be upset about downtime.
I really don't see the feasibility in having redundant servers for shared hosting sites. I find it hard to even justify for singlely important sites except in very unique circumstances. I'd be suprised if more than .001% sites online were redundant in this way. Plus the fact that he had no remote access to the machine.. Well duh. -------------------- Signature:
This is a block of text that can be added to posts you make. There is a 255 character limit |
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Nov 28 2005, 05:55 PM
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#13
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Newbie Group: Members Posts: 3 Joined: 28-November 05 Member No.: 43,856 |
TP as a whole has moderatly good support, unfortunately a notch down to where it use to be. But OS Reloads with TP is HORRIBLE, absolutely HORRIBLE.
We've had to order varios OS Reloads over the last 6 months, and the average OS Reload is between 15 - 24+ hours. Its are biggest concern, and something that is very scary. We can order an OS Reload with EV1 and have it completely done from the time the ticket goes in, to the time the server is on-line in only an average of 2 - 8 hours. TP truly needs to work on this, or im quite sure they are going to start loosing a lot of customers. I've been with them about 18 months now (and own quite a few servers) and i'm already looking ahead to moving somewhere else. Its sad to do so, as we've been treated well.. but this 15 - 24 hour OS Reloads is totally unacceptable. Put yourself in that situation. You have lets say 50 - 200 customers on a server. Imagine loosing 10% of your customers on that server as they are pissed having their websites down *atleast* 15 - 24 hours. Its a huge loss, and can put a lot of providers out of business. It should not, nearly ever, take more than 8 hours to reload an OS and install cPanel/WHM. I've loaded linux and unix onto computers nearly everytime between 30 minutes to an hour. Why does it take up to 24? Horrible.. TP you need to work on this.... |
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Nov 30 2005, 10:33 AM
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#14
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Master Group: Members Posts: 389 Joined: 23-December 03 Member No.: 39,103 |
QUOTE (feverhost) I've loaded linux and unix onto computers nearly everytime between 30 minutes to an hour. Why does it take up to 24? Horrible.. TP you need to work on this....
not to knock you or anything, but how did you install linux in 30 minutes.. this is only possible if you using a image drive .. a fresh install takes more then 2-3 hours easy -- special partitions and such .. -------------------- |
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Nov 30 2005, 02:06 PM
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#15
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Enlightened Group: Members Posts: 55 Joined: 28-June 04 Member No.: 41,055 |
You don't think the planet uses an imaging system of some sort? Of course they do, and even with non-standard partitions or other non-standard paramaters, an linux OS reload shouldn't take more than an hour or two /max/.
Dan [quote="gemini isp"][quote=feverhost] not to knock you or anything, but how did you install linux in 30 minutes.. this is only possible if you using a image drive .. a fresh install takes more then 2-3 hours easy -- special partitions and such ..[/quote] -------------------- |
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Dec 1 2005, 07:19 AM
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#16
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Master Group: Members Posts: 389 Joined: 23-December 03 Member No.: 39,103 |
for special partitioning requests they can not use a disc image.
keep in mind they are getting a huge amount of os reload requests now days. due to the price for one and now people are experimenting with their server and say hey i will just get SM to reload for 25.00. This is where the problem starts. for the people that really need the reload they have to wait because of the other ^%$$%^% crashing their servers all the time. and again i have yet to install linux in a hour ( full install) -------------------- |
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Dec 1 2005, 11:15 AM
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#17
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Techie Group: Members Posts: 276 Joined: 21-March 04 From: ::1 Member No.: 40,103 |
QUOTE (gemini isp) QUOTE (feverhost) I've loaded linux and unix onto computers nearly everytime between 30 minutes to an hour. Why does it take up to 24? Horrible.. TP you need to work on this.... not to knock you or anything, but how did you install linux in 30 minutes.. this is only possible if you using a image drive .. a fresh install takes more then 2-3 hours easy -- special partitions and such .. What? Come on, all you need to do is install the base system, which takes 30 minutes max. Then use rpm's or whatever to install the rest, however that is not up to the planet. I have a 15 minutes FreeBSD time install, which is base system + ports tree. After that the rest is not the planet's problem. |
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Dec 1 2005, 05:44 PM
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#18
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Newbie Group: Members Posts: 3 Joined: 28-November 05 Member No.: 43,856 |
QUOTE (X-Istence) What? Come on, all you need to do is install the base system, which takes 30 minutes max. Then use rpm's or whatever to install the rest, however that is not up to the planet. I have a 15 minutes FreeBSD time install, which is base system + ports tree. After that the rest is not the planet's problem.
I was mostly referring to fbsd, but I have installed linux in less than an hour.. with an image disc.. its not hard at all. fbsd install less than 30 minutes.. its also not a problem. |
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Dec 1 2005, 06:53 PM
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#19
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SuperGeek Group: Members Posts: 1,148 Joined: 7-October 03 Member No.: 38,302 |
Installing redhat is easy to do in 15 minutes if done right.
I know I do kickstarts with RHEL4 which take about 20 - 25 minutes on some desktop boxes (2.4ghz P4's...). adding cpanel and such takes longer. But this is a windows box. That ALWAYS has taken me forever. Patch after Patch... (well, until autopatcher). When I had an automated OS reload done, it actually only took 30 minutes or so, but it was a plain box, nothing special. -------------------- <Kiko0123> if theres a genious in here
<Kiko0123> it would be myself ------------ <nndoc> The Man = Hogie ------------ <Rabbit> phpBB for teh win |
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Dec 3 2005, 11:58 PM
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#20
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Celery Group: Members Posts: 31 Joined: 7-April 05 Member No.: 42,924 |
solved :shock:
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