01-16-2014, 12:27 PM #1New Member
- Join Date
- Jan 2014
Siteground Issue Put Us Out of Business
We have a large website which was hosted with siteground's cloud hosting
package. The account was slow with a site having about 3,000 products in
wordpress/woocommerce. So, we moved it to 1and1, but in the process of
trying to download all our site files, siteground has (for unknown reasons)
restricted access to one of our image folders where a majority of our images
This has caused us to fight with them to just get what is ours. We developed
the site on their servers and all was fine UNTIL we turned on and paid for their
so called wordpress optimized account. They have ignored our questions and
request to simply get the files from our account and because of this, we have
no website. We should be doing sales every day, but instead we have more
than 20 tickets in with siteground and their support team will not provide us
access to our files. We are fully paid up and they do not have any legitimate
reason to hold our files hostage, but they are.
We are finally going to pursue this legally, since they continue to ignore the
issue that their system caused. BEWARE - do not trust siteground and never
ever under any circumstances pay for the so called wordpress optimized
hosting account. We believe this is what messed up our site and locked us out
of our image folder(s).
All I can say is that they look good from the outside, but when things get tough,
they seem to be less experienced than they present themselves to be.
I cannot believe after all this back and fourth with them that they would try to
trick us into pointing our domain back to them, when we made it very clear that
we are now hosted with 1 and 1 hosting.But they did. When we ask about
getting a copy of the image folder that is not accessible, there is no mention of
it on their end. They told us they can see the images in the folder, but we
cannot. So, we ask for a copy of those files and the request is ignored.
We are losing a lot of money here by the day. I will never trust these people
again with my websites or refer any business to them. Trying to maintain
composure in a situation like this is very difficult. BEWARE, do not believe all
the great reviews you read, there are many other problems that they can
cause and literally put you out of business!!!
After a week of going back and fourth and getting no answers, we finally get this from the CTO at Siteground a few minutes ago. They NEVER told us of any restrictions such as this and we do not understand why a 60gb account would have a problem hosting a 25gb website with a ton of images. Apparently there are many restrictions that come along with the $150/mo. price tag of the account we have with them. VERY VERY FRUSTRATING!!!!! Here's what he says, so if they give us our images, I will post another update here. I changed the url to TEMPURL to avoid people going to the links, but you will get the idea.
There is one single answer to your question. The reason you cannot access the folder is because of the number of images stored in it. The FTP service has a limitation of how many files it can list under a certain folder (default limitation is 2000 files). You can not access the folder directly at:
Because the Apache web service is unable to list that huge number of files. However, there is no problem to access any image directly. For example:
Due to the number of images under that certain folder it is even hard and takes minutes to list them via SSH. I'm have generated a list of all files under that folder and you can access it at:
Note the list is very long and could take some time to load. Currently there are 615560 files under /wp-content/uploads/2013/08/. We can help you to disperse them under multiple subfolders, so each one contains no more than 2000 images. But then you'll have to fix all pages linked to any of the images. Let us know if you want us to disperse the images.
Chief Technical Officer
Last edited by tarachi; 01-16-2014 at 12:38 PM. Reason: Received update that was pertinent to my post.
01-16-2014, 12:37 PM #2Hello World
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- Nov 2009
I think a store with 3,000 products is definitely enough reason to put it on a dedicated server the word "Cloud" is just being thrown around too loosely these days.
01-16-2014, 12:54 PM #3
As they can SSH into the server they can then get you the images. I would request they tar up the directory and make the file available for you to download.
However, 615K files in a single directory is very large and not recommended. There are performance issues that come along with having that many files in a directory. You really should have those files separated out in multiple directories.► Tim Benoit
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01-17-2014, 03:41 PM #4
Most businesses won't tie their business continuity to a $50/month hosting plan.
A CTO will typically ensure that a business can survive a disaster event at their main hosting provider, are you sure you're the CTO? Also most CTOs have technical experience and would probably not attempt to put half a million files in a single folder.
Just saying, lets be reasonable, and not shift blame for our own inabilities and lack of planning (no backups?) onto the hosting provider.Dallas Colocation by Incero
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01-17-2014, 03:47 PM #5Web Hosting Geek
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Don't you have access to cPanel where you can download a full backup or a home directory backup? The default limit for FTP files is 2000 indeed so if you are trying to download them using FTP, that would be impossible.
01-17-2014, 07:35 PM #6Web Hosting Master
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01-18-2014, 01:22 AM #7Intangible Asset Appraiser
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- Austin Tx
Thus we have another example of two things.
One, if your business is entirely ran on a budget web host, this will eventually happen.
Two, always, always have independent backups of your data. Always.
It's just common sense.This is the best signature in the world....Tribute!
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01-18-2014, 02:13 AM #8Web Hosting Master
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01-18-2014, 03:11 AM #9
This images must have come from somewhere, why do you not still have the originals ?
That many files is a single directory _will_ give you issues in management - perhaps it's time to learn how to segment things while the host helps you get access...Rob Golding Astutium Ltd - UK based ICANN Accredited Domain Registrar - proud to accept BitCoins
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01-18-2014, 05:17 AM #10
Off-site backup services for 25 GB will cost you less than $20/mo, that is very cheap insurance for issues exactly like this. I just don't think there is any excuse for not having backups anymore. It is no excuse for the service you got, but always control what you can.Karl Zimmerman - Steadfast: Managed Dedicated Servers and Premium Colocation
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02-03-2014, 05:33 AM #11Disabled
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- Feb 2014
1. backup, backup, backup
2. Hire a technical consultant, having that number of images in 1 folder is a no-no !
02-03-2014, 10:21 AM #12Web Hosting Master
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- Mar 2012
Well certainly an error by the OP not by SG (with the exception of ignoring your tickets). Also for the people that are saying the word "budget", SG is not budget when it comes for the cloud vps prices. He is paying sufficient enough to just buy a dedicated server elsewhere..
Last edited by HRR1963; 02-03-2014 at 10:28 AM.
02-05-2014, 11:42 AM #13WHT Addict
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- Denver, CO
You're going to have this issue with any host. The resolution is to ask them very nicely if they can tar that directory up so you can download it as a compressed file. After that separate those images out into sub folders so this isn't an issue again. I think a "cloud" solution is great for an ecommerce site. The obvious advantage is increasing resources when needed for peak times and then lowering it to keep your costs down.
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