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Thread: Dreamhost Down?

  1. #1

    DreamHost - anyone else with problems?

    I use to swear by DreamHost -- Now I swear at them. A year or so ago, they were a great host. Support always answered within 30 minutes or so for most questions, the sites were fast, and all was good. Now, they have 310 open requests for support. We have 5 MySQL databases set up, 4 of them are up, 1 is not. Of course, the 1 is one that we really need. I submitting a request and gave it a "site outage" level of priority. I'll post back how long it takes them to respond.

    About a week ago they had almost 2 hours of solid downtime during the middle of a business day. Everything was down, apparently it was a "central database failure." I fail to see what sort of business model would have that large of a business rely on a single central database for the entire hosting complex. *shrug*

    *sigh*

  2. #2
    My brother was having some of the same problems with dreamhost. I used their services for a bit and I found that it worked well but recently my brother has been complaining so I think he is going to change hosts. I now have hosting at 1and1.com and they are really good, well for what I need atleast. Their site is quite slow though... Well I hope dreamhost works out their problems because they were a good host before. Good luck with them.

  3. #3
    Join Date
    Aug 2003
    Posts
    2,734
    There website looks good. Perhaps the support staff went on holiday or don't have as much time to answer requests anymore.

  4. #4
    It took nearly 5 1/2 hours for them to respond to my notice. The database server was up sooner than that (2 hours). I set it as the highest priority available, yet it took 5 1/2 hours. Their # of requests hasn't dropped below 200 in months, even the simplest things take a full day. Critical things seem to be pushed off as a "server problem" no matter what the cause. We just purchased a SM server... *shrug*

  5. #5
    Join Date
    Mar 2004
    Location
    Pennsylvania, U.S.A.
    Posts
    1,579
    I heard bad stuff about DreamHost.

  6. #6
    Join Date
    Mar 2003
    Location
    Canada
    Posts
    9,852
    Originally posted by gghosting
    I heard bad stuff about DreamHost.

    What bad stuff? Where did you hear it?

  7. #7
    heh...I'm having some problems right now. They seem to be down...and that's not good.

    Is dreamhost down for you too?

  8. #8
    Join Date
    Jan 2002
    Posts
    344
    the pages load extremely slow for me.. hope it will be solved soon

  9. #9
    Originally posted by BitterSweet
    the pages load extremely slow for me.. hope it will be solved soon
    At least they load for you :p. They don't even load for me.

  10. #10
    Join Date
    Mar 2004
    Location
    State College, PA
    Posts
    0

    Unhappy First Problem

    I've been very happy with Dreamhost (reletivly new with them, only about a year or so) in most regards. However I noticed yesterday that none of my sites are responding (nor is their homepage for that matter) and today is no better. It is certainly a problem on their end since a traceroute ends on gw-l3.dreamhost.com before timing out.

    Hopefully this is resolved soon, or I will have to move one of my sites at least (Sheriff's Office Search and Rescue Team, really cannot afford any significant downtime on that)

  11. #11
    Join Date
    Jul 2002
    Location
    Dublin, Ireland
    Posts
    240
    can you not just ring their support department? there site is down at the moment so i dont know if thats offered?

  12. #12
    Join Date
    Mar 2004
    Location
    State College, PA
    Posts
    0
    Originally posted by Sposs
    can you not just ring their support department? there site is down at the moment so i dont know if thats offered?
    Probably, if I knew the number
    Also, I think they style themselves as one of the "ultra low cost" providers who do support over email. Which was fine for me because the few times I needed technical support they were very responsive. However that model of support kind of fails when the network drops.

  13. #13
    I'm in the same boat, have been very happy with Dreamhost, but downtime is always very frustrating.

    None of my sites are available. I don't have access to their support line, but if anyone does I'd love to hear an explanation.

  14. #14
    Originally posted by Sposs
    can you not just ring their support department? there site is down at the moment so i dont know if thats offered?
    Dreamhost only offers telephone support for their most expensive hosting plans. Realistically, even if you called, I think the best answer you would get would be "we're working on it."

    Have noticed that they haven't updated the system status or announcements tab of the web panel (which only became accessible about half an hour ago)

    They are a phenomenal service; love the interface, and all the goodies (php, mysql, etc.) that they offer. Up until about the end of 2003, they have been rock solid...

    ... but I've noticed that they've suffered from a number of outages since the new year started.

    Does anyone know what the backstory is?

  15. #15
    Join Date
    Mar 2004
    Location
    State College, PA
    Posts
    0

    Observation

    I noticed three of us just posted our first posts in this thread. So I'm clearly not the only one who went searching for someplace on the web that might have some answers as to why my dreamhost sites stopped responding and found this forum

  16. #16
    haha, yeah, same here fink. I'm glad I did though, these forums seems excellent

  17. #17

    Dreamhost Down?

    We can't get at our sites on dreamhost. Traceroutes have ended up showing traffic through Turkey(?!). Anyone else see this?

  18. #18
    Snap

    Been reading WHT for a while, but this is the first time I needed to post..so I registered.

    I have couple of sites with dreamhost all are down.

    Also the web panel and discussions boards. Traceroutes to dreamhost.com are showin very heavy packet loss. It's been approx 5 hours, this has been the first major outage of my site's with them but I have only been with them less than a month.

    They offer call back services on the plan I have with them but they are for US residents only. Not that I would be able to submit a ticket anyway if I was a US resident

  19. #19
    Same problem here. Can't get to dreamhost.com, my sites, or ssh to the machine they're on....

    Peter

  20. #20

    Unhappy

    my dreamhost site is also down.

    traces to my site from my home cable modem on cablevision/optimum online:

    Code:
      3    10 ms    10 ms    20 ms  192.168.15.1
      4    20 ms    20 ms    10 ms  dstswr2-vlan2.rh.pswynj.cv.net [67.83.249.34]
      5    10 ms    10 ms    30 ms  67.83.249.5
      6    10 ms    10 ms    20 ms  r2-srp13-0.wan.prnynj.cv.net [65.19.112.18]
      7    10 ms    10 ms    10 ms  r1-srp1-1.in.nwrknjmd.cv.net [65.19.112.83]
      8    10 ms    20 ms    10 ms  451be0ca.cst.lightpath.net [65.19.113.202]
      9    10 ms    20 ms    10 ms  so-8-0.hsa1.Newark1.Level3.net [4.68.113.49]
     10    10 ms    20 ms    10 ms  so-5-2-0.bbr1.NewYork1.Level3.net [4.68.113.45]
     11    80 ms    90 ms    80 ms  so-0-2-0.bbr2.LosAngeles1.Level3.net [64.159.0.2.46]
     12    80 ms    91 ms    80 ms  so-10-0.ipcolo2.LosAngeles1.Level3.net [4.68.113.162]
     13    80 ms    90 ms    80 ms  gw-l3.dreamhost.com [64.156.46.110]
     14     *        *        *     Request timed out.
     15   131 ms   100 ms     *     basic-cabo.zuul.dreamhost.com [66.33.208.223]
     16     *        *      150 ms  basic-cabo.zuul.dreamhost.com [66.33.208.223]
    and a trace from my managed.com box:

    Code:
     3  67.104.60.221.ptr.us.xo.net (67.104.60.221)  1.530 ms  1.337 ms  1.295 ms
     4  p3-0-0.MAR1.Fremont-CA.us.xo.net (207.88.80.177)  1.619 ms  1.926 ms  2.131 ms
     5  p4-0-0.RAR1.SanJose-CA.us.xo.net (65.106.5.133)  1.633 ms  1.553 ms  1.441 ms
     6  p0-0.IR1.PaloAlto-CA.us.xo.net (65.106.5.174)  1.842 ms  1.973 ms  1.923 ms
     7  206.111.12.114.ptr.us.xo.net (206.111.12.114)  2.024 ms  1.938 ms  1.948 ms
     8  svl-core-01.inet.qwest.net (205.171.214.37)  3.037 ms  3.089 ms  2.960 ms
     9  bur-core-03.inet.qwest.net (205.171.8.241)  11.772 ms  11.520 ms  11.539 ms
    10  bur-core-01.inet.qwest.net (205.171.13.5)  11.325 ms  11.327 ms  11.254 ms
    11  205.171.213.38 (205.171.213.38)  11.779 ms  11.716 ms  11.774 ms
    12  gw-qw.dreamhost.com (67.129.148.146)  12.054 ms  12.056 ms  11.938 ms
    13  *^C

  21. #21
    if it has been three months with the problems than I guess it's time to find a new host...

  22. #22
    Join Date
    Mar 2004
    Location
    State College, PA
    Posts
    0
    Originally posted by domainwala
    if it has been three months with the problems than I guess it's time to find a new host...
    I don't know about anyone else, but this is my first problem I've noticed in the year or so I have been with them.

  23. #23
    Join Date
    Jul 2002
    Location
    Dublin, Ireland
    Posts
    240
    If this is your first problem with them maybe you should give them the benefit of the doubt.

  24. #24
    Join Date
    Mar 2004
    Location
    State College, PA
    Posts
    0
    Originally posted by Sposs
    If this is your first problem with them maybe you should give them the benefit of the doubt.
    Uhhh huh. I am actually.

    I never said I'm cancelling all of my accounts with them and committing ritual suicide over this, just that I came here hoping someone would have an answer as to what was going on. But if this is not resolved somewhat quickly and I feel it is likely to happen again, I will have to move one site off of them that I cannot afford to have downtime with.

    Don't take this as an attack on them, I've so far been very happy and would rate them a 9/10. Things happen and if they lost power or connectivity due to something out of their control I certainly wouldn't hold it against them.

  25. #25
    We have their "most expensive" hosting plan and phone support is not offered. However, due to some previous problems, DH gave us direct lines to their office. They are NOT answering their phone calls.

    This is not good. I have a feeling this is going to seriously hurt DH.

  26. #26

    Dreamhost Down

    Ceph;

    I'm experiencing the same problems today, and this isn't their first problem this month. Did you have problems with them a couple of weeks ago when they were down for a couple of days?

    I think one of my big problems is that they're not communicating when there's a problem. I have clients on my back, and I don't hear from them for a couple of days. They're very apologetic then, but that's not helping me right this second.

    I have a nasty feeling this is going to hurt Dreamhost too. I've been with them for nearly 6 years now, and I'm now starting to look around for other host options. I have to, they're starting to make my customers doubt me, and I can't be having that.

  27. #27
    This is not good. I have a feeling this is going to seriously hurt DH.
    I'm hoping that their next announcement will clearly explain what has been happening recently -- not just why this incident happened, but why there has been recent outages prior to this.

    I feel that the previous announcements have been a little on the thin side...

  28. #28
    Amanda -- Yeah, we were down for a good 4 hours earlier this month. Apparently it was a "central database failure." To compensate, they cleared usage records for disk space and MySQL usage. Apparently that was supposed to make us happy or something. They supposedly sent out an apology email, but no one received it (they now claim that their mail server didn't deliver it). I doubt we'll get an apology/explanation for this today, either.

    I did get into the Web Panel for a brief minute or so -- they had 341 open support tickets.

    They better hope they are down due to an earthquake or something serious.

  29. #29
    Join Date
    Feb 2003
    Location
    New York City, USA
    Posts
    8
    I have been with them for quite some time and have been quite happy with the features and services which they provide.

    Their recent central database failure was unusual for them.

    I think they have about 20 or 30 employees and about 10,000 or 15,000 customers. So they have been very successful so far.

    As a policy, they only provide support by email, which in the normal course of events works; in this case, however, their own website and control panel is down too.

    Usually they are very upfront about problems and admit any mistakes they have made immediately. They also provide good email support, not just form letters.

    Still, it is annoying that all my sites (and email) are down.

    I have had horrible experiences with other hosting providers though. [ *See Eye* Host (spelled with those first two words as letters) is notably bad, and they are still around.]

    I tried the free offer by 1and1.com which was good, but I found their control panel was not as good as Dreamhost. And they have some unduly restrictive rules, such as not being allowed to use MySQL databases to log information about visitors (website statistics).

    Previously Dreamhost had been hit by a series of denial of service attacks. This could be something similar ...

    So, I just hope that my sites come back soon.

  30. #30
    Another first poster here. I'm unable to even get to Dreamhost's site at all - and in the previous outage earlier this month, I could still access my email via POP - now, I cannot even do that. I mostly have my site for fun and depend on the email accounts (currently looking for a new job, so REALLY need access to my email). I've been with Dreamhost for several years now, but have also been considering a change primarily because there is NO way to find out what is going on when there is a problem. I also do not care for their "golly gee whiz, it was no big deal" type emails they send out after the problem's been resolved - it doesn't make me feel like they really are concerned about preventing issues in the future.

  31. #31
    Join Date
    Mar 2004
    Location
    State College, PA
    Posts
    0

    Back up

    My sites are back up and responding nicely. panel.dreamhost.com still seems to be down though.

  32. #32
    Ours are back up, too, and the panel is slow (but it is ALWAYS slow so it is nothing different). Waiting on a response to our support ticket and hopefully a non-parody announcement.

  33. #33
    i'm back up now.

  34. #34
    I understand they're a small company with a large recent customer growth. However.. I think I'd be happy with something like I've experienced with other industries; a recorded time/date stamped telephone message that gives me some idea of WTF.

    Even if they're not sure WTF, a recent message saying "We're working on it, we feel your pain, we're thinking it's a DOS or Qwest".

    Something.

    They have a pretty casual style of email communications, which I don't mind.

    This is like being on hold on one of those machines that has no hold info whatsoever, so you're not even sure if you're still connected.

    curse swear swear.

  35. #35
    Mine are back as well

    7 hours down

    Fingers crossed it was a one off.....

  36. #36
    For people who can not access the control panel

    Posted: Mar 29th, 2004 - 09:17:59 AM PST (50 mins 46 secs ago)

    We are currently experiencing severe network degradation on one of our routers. Access to all
    services is currently sporadic and slow. Basic diagnostics and maintenance have not improved
    the situation. One of our network engineers is working on the problem at this moment. We will
    have full network access restored as soon as possible.

  37. #37
    My email is up now - BUT - I have no mail since about 2am. I participate in several very active mailing lists, so I know that mail has come my way - I hope that it will be pushed out eventually and it isn't lost into ether.

    Site is still down.

  38. #38
    I would advise any large DH customers to reconsider their host choice. This is about 12 hours of business hours downtime in the past month alone. We had a database crash for 3 hours earlier this month as well, and our mail server stopped delivering mail for over a day.

    Our site is somewhat up, but all of our employees/clients are not using it yet for fear of a crash again.

    I just pulled the latest database backup and site backup in case they go down for a day or something.

  39. #39
    Chris, thanks for posting tht. I still can't get to the panel. My sites are back up now, but no email. I'm not concerned about that yet, I sent a test email from my mac.com email address, and the email didn't bounce, so that's a small bright spot in my day.

    I'm trying to remember, does Dreamhost offer a x% uptime guarantee?

  40. #40
    No they don't offer any uptime guarantee in fact they 'parody' a lot of the 99.9% uptime guarantees that some hosts offer.

    They actually give an example hardware failure etc as a single event that is 'out of their control' that would mean less than 99.9% uptime.

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