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  1. #1

    HudsonValleyHost — Server Down for 18 Hours

    We've been with HVH for several months now. We are leaving them anyway this month as we are purchasing our own equipment, but tonight was the last straw for us.

    A client contacted us yesterday morning reporting errors like the following:

    Code:
    Oct 27 07:22:09 irc kernel: [1598912.863884] ata1: exception Emask 0x50 SAct 0x0 SErr 0x4090800 action 0xe frozen
    Oct 27 07:22:09 irc kernel: [1598912.863962] ata1: irq_stat 0x00400040, connection status changed
    Oct 27 07:22:09 irc kernel: [1598912.864013] ata1: SError: { HostInt PHYRdyChg 10B8B DevExch }
    Oct 27 07:22:09 irc kernel: [1598912.864072] ata1: hard resetting link
    Oct 27 07:22:09 irc kernel: [1598913.583322] ata1: SATA link up 3.0 Gbps (SStatus 123 SControl 300)
    After some research, we believe this to be due to a loose data or power cable. We passed this along to HVH, but they insisted on doing an extended test on the HDD. The test came up clean, so they continued testing. I've asked them repeatedly about the potential of a cabling issue, but all they would say after about the fifth time of me asking was, “We aren't seeing any of those being an issue.” No details, nothing. We're left in the dark, with nothing to tell our client.

    Now it's been almost 18 hours, and the server is completely down and unresponsive. They've not replied to us in almost 4 hours, and even their response has been completely useless:

    Sorry for the delay caused.

    But still our third level team is working on your server issue. We will update you with details once the issue get fixed.
    We need communication, what they have done, what they are looking at, so we can be informed and keep the lines of communication open with our client. And there is zero reason that this server should be down for 18 hours. If there is a serious enough issue that would cause this, we expect updaes to notify us of such.

    As I said, this is the last straw for us. We pay HVH over $1,000/month. We will be moving as many of our servers as possible away from them by the end of the year.

  2. #2
    Join Date
    Nov 2002
    Location
    Portland, Oregon
    Posts
    2,948
    Don't see any CRC or I/O errors. They haven't checked any of the physical hardware? All my systems at Limestone are unmanaged and at the first sign of a hardware problem they've got replacement parts already set aside in case of a failure and usually give me the option of what to replace. I don't know what diagnostics they run but it's confusing why they haven't checked it, if only for the process of elimination. I'm confused though, a server shouldn't be down for 18 hours unless the provider quietly went under. No way to console in?
    Last edited by Technolojesus; 11-03-2013 at 03:50 AM.

  3. #3
    Quote Originally Posted by jfnllc View Post
    Don't see any CRC or I/O errors. They haven't checked any of the physical hardware? All my systems at Limestone are unmanaged and at the first sign of a hardware problem they've got replacement parts already set aside in case of a failure and usually give me the option of what to replace. I don't know what diagnostics they run but it's confusing why they haven't checked it, if only for the process of elimination.
    Honestly no idea what they've checked or what they haven't. They've given us no details.

  4. #4
    Now I get this response:

    Also being the issue is caused by the clients configuration there would be an admin fee for us to fix this.
    I don't see what part of that error is due to configuration.

  5. #5
    Quote Originally Posted by LH Brandon View Post
    Now I get this response:



    I don't see what part of that error is due to configuration.
    Just to keep this updated:

    It seems our client may have messed up his network configuration, and rebooting the server caused it to remain offline. So that part isn't HVH's fault, and they're working with me to try to resolve it.

    What the hardware issue was we are unsure. HVH says they were unable to find anything.

    But the original issue still remains. We were in the dark for most of the day, only being able to give our client bits and pieces that we were able to salvage from HVH.

    The HDD check was finished around 5:00 PM. But then there were 11 hours of next to nothing, no idea what was going on or anything of the sort.

    In the end I rate HVH as follows:

    Price: 5/5
    Network: 3/5
    Support: 2/5

  6. #6
    Join Date
    Mar 2009
    Location
    Israel
    Posts
    1,204
    Quote Originally Posted by LH Brandon View Post
    Just to keep this updated:

    It seems our client may have messed up his network configuration, and rebooting the server caused it to remain offline. So that part isn't HVH's fault, and they're working with me to try to resolve it.

    What the hardware issue was we are unsure. HVH says they were unable to find anything.

    But the original issue still remains. We were in the dark for most of the day, only being able to give our client bits and pieces that we were able to salvage from HVH.

    The HDD check was finished around 5:00 PM. But then there were 11 hours of next to nothing, no idea what was going on or anything of the sort.

    In the end I rate HVH as follows:

    Price: 5/5
    Network: 3/5
    Support: 2/5

    Give them this link:
    https://lkml.org/lkml/2008/12/2/426

    they should know already, that error message is an indication of faulty hardware.

    make sure you run a full backup for your server just in case it will go bonkers and totally fail.
    if the drive is part of a raid array , mark it as degraded for now to prevent possible corruption.
    beast5.com © - Managed Hosting Solutions 2004 - 2016

  7. #7
    Quote Originally Posted by beastserv View Post
    Give them this link:
    https://lkml.org/lkml/2008/12/2/426

    they should know already, that error message is an indication of faulty hardware.

    make sure you run a full backup for your server just in case it will go bonkers and totally fail.
    if the drive is part of a raid array , mark it as degraded for now to prevent possible corruption.
    Thanks, will do.

    I'm going to recommend to our client that he moves to our owned equipment later this month. This server seems too unpredictable and we simply don't have the control we need to troubleshoot this server on the hardware level.

  8. #8
    Join Date
    May 2008
    Location
    New York
    Posts
    742
    Brandon,
    Sorry for the delay in responding on WHT. Ive had a little bit of communication with you via skype and the ticket but Ive been pretty much hands off on this issue due to being out of town at a funeral.

    I am going to check into this HDD error a bit more, however our preliminary examination of the issue had no results. I am committed to our customers satisfaction and will get this issue rectified. I did respond to your ticket requesting some more information. I hope we can work this issue out swiftly.
    Ernie - Enzu Inc.| Managed Infrastructure and Cloud Services
    Public & Private Cloud | Hybrid Cloud | Dedicated Servers | VPS | Colocation
    Los Angeles | Dallas | Chicago | Miami | Asia Optimized Network
    Amazing Reseller Program | Ernie.Quick @ enzu.com| 702-965-1615 x 7040

  9. #9
    Thanks Ernie.

    Just to update this review: Ernie contacted me on Skype. He agreed there were communication issues and promised to check into it. he also issued us a $50 credit, which we feel to be a fitting response.

    Obviously we will still be moving away due to expanding into colo, but despite the problems with this issue, I'm pleased with management's response. I just think they need to train their staff a bit more to be more upfront.

  10. #10
    Join Date
    Jul 2001
    Location
    Melbourne, AU
    Posts
    1,392
    Nice to see it has been resolved. Good luck with co-location!
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