I came across an interesting scenario today and was wondering what the opinion of the hosting community was in regards to this issue...
Along with my servers at EV1, I have a couple of servers with another hosting provider (who shall remain nameless - and I have these other servers for clients who insist on having geographically disperse hosting solutions). Anyway, one of these servers is a WIndows 2003 server, which is primarily managed through Remote Desktop. Of late, I have accessed the server from different IP addresses and must have disconnected a couple of times withour logging off. As a result, when I tried to log into the server today, I was greeted with the "The Terminal Server has exceeded the maximum number of allowed connections" error message.
So, I log a ticket with this data center asking someone to log on to the server and reset all open sessions using Terminal Services Manager so that I can log into the server. I provided the Admin account username and password with the ticket to make life for the tech in question so much simpler.
However, the tech responded, flatly refusing to perform my request. I was told that I should use their power cycling facility to shutdown (more like yank the power plug out of my server) and start up the server again. My ticket was then promptly closed.
To me, this is just pure laziness and bad advice. I'm being told to remove the power from the server and restart it when there is a graceful way of solving the issue. Not to mention that restarting my server also pull sit down for a couple of minutes while everything starts up again, causing an outage for all the services on this box.
Now, does anyone agree with me in this case, or do you think that the tech was justified in telling me to power cycle the server?
(Dang - just realised that I probably should have put this in small cup o' Java - mods feel free to move)
Full Version: Lazy Support
This is so wrong on so many counts. Just because it's a Windows machine doesn't mean that reboot is the first step for *everything* (just most things ). The tech, or even you, should be able to telnet in and kill those sessions without a reboot.
If you feel that we are not performing the appropriate support within our boundaries of unmanaged support, we welcome you to email us with your account information so that we may investigate the incident, determine if the response was appropriate and coach the appropriate people on the proper response in the future if in fact it was inappropriate. Please email customercare@ev1servers.net if you'd like us to evaluate the ticket response.
Luckily, I believe this issue was at the other datacenter.
QUOTE (Spingo)
I came across an interesting scenario today and was wondering what the opinion of the hosting community was in regards to this issue...
Along with my servers at EV1, I have a couple of servers with another hosting provider (who shall remain nameless - and I have these other servers for clients who insist on having geographically disperse hosting solutions). Anyway, one of these servers is a WIndows 2003 server, which is primarily managed through Remote Desktop. Of late, I have accessed the server from different IP addresses and must have disconnected a couple of times withour logging off. As a result, when I tried to log into the server today, I was greeted with the "The Terminal Server has exceeded the maximum number of allowed connections" error message.
So, I log a ticket with this data center asking someone to log on to the server and reset all open sessions using Terminal Services Manager so that I can log into the server. I provided the Admin account username and password with the ticket to make life for the tech in question so much simpler.
However, the tech responded, flatly refusing to perform my request. I was told that I should use their power cycling facility to shutdown (more like yank the power plug out of my server) and start up the server again. My ticket was then promptly closed.
To me, this is just pure laziness and bad advice. I'm being told to remove the power from the server and restart it when there is a graceful way of solving the issue. Not to mention that restarting my server also pull sit down for a couple of minutes while everything starts up again, causing an outage for all the services on this box.
Now, does anyone agree with me in this case, or do you think that the tech was justified in telling me to power cycle the server?
(Dang - just realised that I probably should have put this in small cup o' Java - mods feel free to move)
Along with my servers at EV1, I have a couple of servers with another hosting provider (who shall remain nameless - and I have these other servers for clients who insist on having geographically disperse hosting solutions). Anyway, one of these servers is a WIndows 2003 server, which is primarily managed through Remote Desktop. Of late, I have accessed the server from different IP addresses and must have disconnected a couple of times withour logging off. As a result, when I tried to log into the server today, I was greeted with the "The Terminal Server has exceeded the maximum number of allowed connections" error message.
So, I log a ticket with this data center asking someone to log on to the server and reset all open sessions using Terminal Services Manager so that I can log into the server. I provided the Admin account username and password with the ticket to make life for the tech in question so much simpler.
However, the tech responded, flatly refusing to perform my request. I was told that I should use their power cycling facility to shutdown (more like yank the power plug out of my server) and start up the server again. My ticket was then promptly closed.
To me, this is just pure laziness and bad advice. I'm being told to remove the power from the server and restart it when there is a graceful way of solving the issue. Not to mention that restarting my server also pull sit down for a couple of minutes while everything starts up again, causing an outage for all the services on this box.
Now, does anyone agree with me in this case, or do you think that the tech was justified in telling me to power cycle the server?
(Dang - just realised that I probably should have put this in small cup o' Java - mods feel free to move)
I manage a small server garden (its not big enough to be a "farm") All of my servers run 2003 except 3 of them which run 2000 Server with terminal server on them.
I tell.. NAY.. INSIST that all my users log off the right way lest any and all changes to their terminal server profile not remember said changes.
You should look into the terminal server settings to auto disconnect sessions after a set time.. doing so means those ghost sessions will be autokilled.
Whereas yes Ev1 could have rebooted your machine to clear the sessions, the fact that it was not "tweaked" correctly from the get go is not their fault.
QUOTE (WebSales_Aaron)
Luckily, I believe this issue was at the other datacenter.
Well maybe he should contact their Customer Care team or their Notify.Management team ............
that is if they have one.
QUOTE (Starpoint)
Whereas yes Ev1 could have rebooted your machine to clear the sessions, the fact that it was not "tweaked" correctly from the get go is not their fault.
He already said that this wasen't in EV1, and I'm sure EV1 techs would have done something as small as this to help out.
QUOTE (StevensOnln1)
He already said that this wasen't in EV1, and I'm sure EV1 techs would have done something as small as this to help out.
I see that................. now. (checked caffeine level and its at a critically LOW number)
at any rate, regardless of what DC it was at... if the server's TS was setup a lil better you never see that "max connections" message.
again.. its not the DC's fault he closes his TS session improperly.
Granted the windows session limit not being set up correctly is not the DC's fault in this case, it wouldnt have taken the Tech 5 minutes at the most to login and fix it for you.
If you have to have multiple DC's for you customers, maybe you should move to a different one than you are currently at.
If you have to have multiple DC's for you customers, maybe you should move to a different one than you are currently at.
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