The following conversation was between me and gazzin online support


Powered by CCS

System: Please Wait while connecting to an operator

You''re connected to operator - dev

dev: Hi, how may I assist you?

joshua: hi dev

joshua: do you know one of your server is not working?

dev: Hello!

dev: Can you please tell me the server name?

joshua: can you tell me which one?

joshua: I am on your server, and I dont think it is fair that I have to come every day to check on your server to make sure it works

dev: The one in which you are facing problem.

joshua: no, you tell me which one it is not worknig

joshua: dont you have a monitoring system somewhere?

joshua: this is the third time, i am finding my website not working because of the same issue

joshua: i dont want to be spot checking my own server all the time

joshua: pls tell me know do you have a mechanism in place to check on the non working server?

joshua: hallo?

dev: We got more than 10 servers.

joshua: yes, i know you got more than 10 server

joshua: but it is not good if you never rectified the problem or take any prevention action

joshua: hallo?

joshua: my site is still down

dev: Can you please tell me your domain name?

joshua: i give you some clue

joshua: Warning: mysql_connect(): Too many connections in

joshua: do you know what this means?

joshua: this means your server has always been loaded with too much connection, since the first time i got this problem

joshua: and you did not look into it

dev: I can solve this problem. but I need to know your domain name for this.

joshua: yes, I know you can solve the prb by turning it off and on again

joshua: but pls tell me why is this problem there?

joshua: that correctiev measure is not acceptable because this has happened for 3 times!

joshua: hallo?

dev: Can you please check it now.

joshua: is working now, pls tell me what i the prb ?

joshua: why has it not been working?

joshua: does this website requires my 24/7 presence to monitor it?

joshua: hallo?

joshua: are you there?

dev: Mysql service was not responding properly.

dev: Yes, I am there.

joshua: why not ?

joshua: this is the same reason given to me for the third time

joshua: why doesnt this happen on other web site i have

dev: It is one of the most common issue with mysql.

joshua: ok, I will go ask WHT forums, and see if they feel the same way!



Can you guys tell me if mysql really does cough up problems like this? So far I dont have any problem with HostDime

Joshua :angry:

You were rather rude to the help guy about it..no reason to go off on him - just a thought.

Hi Mark,

Maybe I wasnt thinking for a little while back there. But I am a little disappointed there. I was very bearable the first two times this happened. I never come to WHT with this issue, because I believe they are trying to improve and I was giving them a chance. BUt it appears to me that there was no preventive measure at all, and I will have to be monitor my own webstei, just in case the mysql gives problem , I need to call their chat to restart it. What can I gain from this ?

I am sorry to be rude, but this is the third time. ..... is this answer acceptable ?

Joshua

Service Summary:
FTP [online - 0 events]
HTTP [online - 0 events]
DNS [online - 0 events]
SSH [online - 0 events]
MYSQL [online - 1 events]
SMTP [online - 0 events]
PGSQL [online - 0 events]

This is the summary report for cheetah today the tech appears to restart mysql due to your complaint. However, each user has a limit per sql per say to prevent abuse. If you simply let us know the domain as the tech asked the resolution could have been fixed either by upping the sql connections limit for the account which can resolve it. Regardless I increased the connection limit for mysql for each user which should solve the problem. Let us know by emailing support if you receive such mysql problem and I'll be sure to make the necessary corrections for you.

Alright, i have to say that i agree with Marklittle that it might have done you good the address the problem a little bit differently, seriously... being nice the the tech guys can make the world go round, you have no idea how much crap they have to go though from all the problems they fix.

Anyways, i dont want to give a reply without a solution,

here's what i would reccomend doing,

say something like "Hey, my server's MySQL has gone out 3 times so far, and to tell you the truth i'm actually kindof pissed off right now. Do you think you can help me?"

I mean, myself... i wouldn't want to help you eather if i was the tech support.

This is just my .02 though, if you're unhappy with your service i suggest finding a new host.

Originally posted by clanosiris
Service Summary:
FTP [online - 0 events]
HTTP [online - 0 events]
DNS [online - 0 events]
SSH [online - 0 events]
MYSQL [online - 1 events]
SMTP [online - 0 events]
PGSQL [online - 0 events]

This is the summary report for cheetah today the tech appears to restart mysql due to your complaint. However, each user has a limit per sql per say to prevent abuse. If you simply let us know the domain as the tech asked the resolution could have been fixed either by upping the sql connections limit for the account which can resolve it. Regardless I increased the connection limit for mysql for each user which should solve the problem. Let us know by emailing support if you receive such mysql problem and I'll be sure to make the necessary corrections for you.

See , this is what I dont really understand. How can you say I have hit my limit for my account, when I wasnt even driving anyone to it (not yet setup the site) , and the database connections is all inactive or not connected. I am the sole person accessing the site because I am the owner, and I certainly know I have not done any marketing, so no one should be using the db connections. The answer above is not acceptable.

I do not mean to be rude to anyone. I have been very nice for the first few times I talked to the online support. Or maybe today I just went 'berzerk' , when it didnt work again. If they told me is a website being hacked I can still understand that. If they told me , it is our server hard disk crash, I can still understand that. Or even the data center had no electricity... NO PROBLEM. That is bearable, as long as it doesnt happen so many times.... I have only been on cheetah for 2 months, and I havent even starting using it (operation)

I know cheetah had some bad review. They changed the OS. Fine....

But mysql down for nothing ? Please give me a reason so that I can sleep tonite..without worrying that the mysql hits the connection limit even though I wasnt using it.... :confused:

The problem is most probably caused by persistent connections being allowed on the server (bad move).

This can be disabled by them by turning pconnect from "On" to "Off" in php.ini on the server.

I see your point in your appraoch, Joshua.

However, I'd simply suggest emailing someone who has control over the support team ( a manager, if applicable), and maybe discussing it ammicably with them.

It is possible that the support agent you spoke to, is merely a presence, rather than an employee with any physical input on the company, or access to monitoring, et al.

Simon

Our implementation for the monitoring should catch if or when mysql is restarted or if the port is no longer unconnectable. There was one outage on mysql today which was caught by two of our monitoring system. One internally and one externally which was due to the restart of mysql.

As said this was a problem with the connection limit per user as well as global connections which we have already increased both to prevent such problems with sql not responding to your queries.

Again I apologize for such frustration but totally understand where you are coming from regarding a service outage. However, keep in mind we have techs 24/7 monitoring services as well as answering your queries. If the problem persists let us know and we'll do what is necessary to help you out. Your feedback as well as complaint help our team to better serve you by improving what is needed by you as a client.

Ok clanosiris, you win. I hope I dont have to catch this kind of problem again, as you know, we are setting up website which is suppose to be online 24/7. Again I am not debating truly 24/7. I am just a regular joe, hosting websites. I dont demand too much, but I cant accept the least of standards too....Thanks!

Joshua

Joshua,

This isnt a win win situation I'm simply here to make sure your satisfy as a customer and will do what I can on my part to make your hosting experience enjoyable. By all means let us know what we can do to meet your standards your feedback allow us to strive to higher standards in order to just meet yours. Let us know complaints or simply feedback. Thanks!

Thanks Simon for the tips. Hope this is also useful to Gazzin.

Joshua

Dear ppl ,

It is me and my host again. What would you do , if after much heart ache, I came back online, and I dont get my server responding again. What would you do if you are me?

So this time, I go online, talk to the chat guy, half way after his msg "we are working on the problem" , there wa no response any more from the chat window. There is a chance that there is some disconnection , but i dont know, how real all these are. Is either I am foolling myself, or they are fooling me. Does anyone has any alertra on cheetah server?

Joshua

Now, here is the interesting part....
I go online again, use another nick , chat with the online guy . Here is what I get from the text window , after he shut me out

Powered by CCS

System: Please Wait while connecting to an operator

You''re connected to operator - Logan

Logan: Hello, how may I assist you?

a: was cheetah down?

a: anyone there?

Logan: Yes,I am here.

Logan: May I know your domain name please?

a: xxx.com

Logan: Your site is working fine.

a: i was not able to load it 10 minutes ago

a: what is happening?

Logan: May be it was there was some temporary problem.

a: what does your alert system show?

Logan: Is there anything else that I can help you with?

System: Operator has closed your chat



Normally , they will ask "Are you still there?" . Today , they just close the window, without answering my real question "What does your alert system show"

If I remember correctly, clanosiris told us all , they have 2 alert system , one internal and one external.... I wonder which one can we look at now

Joshua

- Service Summary:
FTP [online - 4 events]
HTTP [online - 2 events]
DNS [online - 0 events]
SSH [online - 1 events]
MYSQL [online - 1 events]
SMTP [online - 2 events]
PGSQL [online - 0 events]

There was a load early this morning which caused such outages you experienced. This was due to an email bomb that occured on one of our clients account which caused the server to reboot to prevent a lockup. However, the reboot cause several problems with bandmin looping. This looping issue shouldnt be a problem if the server choooses to reboot again.

As for logan I'll talk to him about it. We'll be displaying our report systems publicly in the forum section so you can check it out within this coming week.

joshuayip, to be honest, I really don't understand, why don't you just cooperate??

From the first chat log, they asked which server or which domain you're on, and you just refused to provide them this information.

I am running my own hosting business, and I know that, without those information, a host can do nothing about your issue.

And from the other chat log, you were still tend to be 'smart', but please don't forget, they are the tech guys, not you.

I understand you, as if the website gone wrong without any reason, people will get mad. However, next time try to cooperate with them, I reckon that will help you and help them to solve the problem much faster.

Thanks.

Hi Canglan,

I think you miss the point I am saying here. I have been very cooperative the first few times when the database was down. I spot the problem, I told them "Hi , there is something wrong with my website, please check" . A few times of the same database problem, tends to tell me that the host did not make preventive measure. To correct it, could mean the tech just go and restart the mysql , without further investigating into it. Notice the first chat, the tech pointed out , "It is one of the most common issue with mysql." No I dont know about other ppl, but it seems to me MySQL, a wonderful database, the effort of many many developers, has become somewhat a mystery to me, because it is not consistent at all.

What I am emphasizing, as you see, Clanosiris, also did understand my point, is the preventive measure which was not properly implemented, and problems was not logged and no analysis on the problems was done. If server management is so easy, I would have gotten myself a real server to play with. If someone calls up and says "Your server is not responding", I could just well restart it again.... is this acceptable to you ?

I do not mean to play "smart" if that is what it means to you. I was only exercising my rights as a customer , because I am buying a online presence, and some professional ppl at Gazzin is suppose to make sure it is online. So they should have a monitoring system in place.
My intention is not to solve the immediate problem, but to bring to their attention, their tech is just restarting things everytime the database doesnt work , and this action did not solve the real problem.

I mean come on... My first post was this morning..... the problem was solved. And the second post tonite, is a totally different problem. Which is a totally new problem.....

I could make either conclusion about this matter.
a.) Gazzin is lousy at this
OR
b.) I am just having bad luck.....

No offence, but I pay for their services, and I should get some services back rather than just hard disk space that doesn't load data when requested.



Joshua

Hi Joshua,

I understand your point now. I personally had used Gazzin's service couple of months ago. It was on Cheeta too, had some minor issues (maybe it's because I was the first customer on Cheeta), had some downtime, but mainly their support is fast and kind.

I hope they will keep providing good host not only to you but to everyone. Good luck to you and Gazzin. :)

Canglan

Hi Canglan,

Yes, today I requested to change to another server, well Gazzin still of course. Done by William in 2-3 hours . I aint such a bad customer. I just needed what everyone needs , uptime and reliable support =)

Joshua