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  1. #1

    Looking for Dedicated Server Recommendation

    Currently renting a server from Hivelocity but not impressed with their customer support, for months the servers not been performing well, their reboot system until I got remote reboots (a day before the major problems below) was a joke, I had reboots taking well over 30mins and a week ago it went down and wouldn't reboot and had to order a reload which has been one disaster after another.

    They reloaded the system using the wrong OS version which meant when I recovered my sites/databases it broke the new OS! A second reload later again with the wrong version (though at least Apache was 1.* this time not 2.2 like before) which again resulted in problems (1.41 is not the same as 1.37).

    After another day offline they eventually got the server working. Unfortunately it was unstable (I think due to reloading 1.41 instead of 1.37) and I don't think it's run for 24hrs in a row since. So far this week think my sites have been offline more than online (off most of today for example)!

    Today the server was running slow, told it's due to too many database connections, (never had the problem before) and after some initial help (a tech installed mytop and temporarily limited permissions on both httpd and mysqld) I was told extra help would be billable (they've apparently not cost me enough money this week in lost revenue!). Right after the tech had been in the system all my sites and the control panel (Directadmin) stopped working and I have no idea what to do to fix things! I can log into root, but no sites, ftp, email available.

    So had enough of Hivelocity and looking for recommendations for a server for just over 100 websites running about 60 databases. Sites have around 100,000 files, but they don't take up a great deal of space so 100GB HD would be more than enough.

    Minimum 2gb RAM
    Remote reboots (instant from a separate control panel is a must)
    Good/fast support that will not leave you hanging when your sites are down for days at a time.

    Currently spending just over $100 a month, but can go higher (within reason).

    David

  2. #2
    Join Date
    Jun 2003
    Location
    Tampa FL
    Posts
    2,378
    I would be happy to escalate your issue , please PM me with your ticket info.
    Ceridius Networks Sales
    Email/MSN [email protected]
    Ceridius Networks - Reseller of Hivelocity Hosting
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  3. #3

    Smile

    Sounds like you should get a managed box. You might find that suits your needs better. Also it is a well know fact that using remote reboots is a last resort you can damage you hardware and file system. I always try to use soft boots or get a tech to do it.
    Last edited by MegaByteHosting; 02-16-2008 at 12:51 AM.

  4. #4
    I shouldn't need a managed server, all I use a server for is hosting sites nothing special there.

    I can do the basic day to day stuff, though tend to work on the premise if it isn't broken don't try to fix it (I admit I should be more pro active with updates). Since I don't go making major changes to servers when something does go wrong it's highly unlikely to be something I've done when there's a big problem like last week (made no changes to the server and it became unresponsive).

    It's when big problems like this occur that I need support and Hivelocity support rather than helping have pretty much hindered the recovery by reloading the wrong OS twice! I can to a degree understand making the OS mistake once, (mistakes happen), but making the same mistake twice is incompetence!

    Is there anyone here who would reload newer versions of everything on the server (Apache, PHP, MYSQL.....) when you know the plan is to recover sites, databases and settings from the old installation? I'm no server expert, but I would have tried to install the exact same versions that was running prior to the problems so as to reduce problems later. One problem was prior to the reload the server used vm-pop3d, after the reload dovecot was running which meant the imported settings didn't work for email (took I think 2 days to fix)!

    Since the reload it's been unstable and there's not a cat in hells chance I can fix problems like those and IMO since Hivelocity most likely caused the current problems shouldn't have to (had they reloaded the same versions I think it would be running fine now).

    Still after recommendations.

    David

  5. #5
    I am sorry to here about that. But usually these companies will charge you money to spend time at this stuff. Unless your service is managed you will receive the same treatment where ever you decide to go.

  6. #6
    Join Date
    Sep 2005
    Location
    Albany, NY
    Posts
    3,795
    A lot of issues can also arise if the server is not updated properly. If you have an outdated version of a script, for instance, it can be compromised and then your data deleted or the OS files corrupted by the attacker. In this case, as hsphereclub mentioned, you'll have to pay an hourly fee to the provider to help you fix the problem and restore your sites. That will not be the case if your server is managed.

    If you are tight on money, you can always get someone like PSM to manage your server (only if you have Cpanel though). They are not proactive, but it's better than nothing.
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  7. #7
    I've asked what caused the problem in the first place and not got an answer, closest I've got is it could be caused by a compromised system or something else.

    I've asked them several times to rule out a hacker, but never got a response!

    I don't think it's too much to ask for a company to check if a server of theirs is hacked (if it was then could be argued my responsibility). But it looks like Hivelocity doesn't consider that information important, just reload the server and get on with it appears to be the solution!

    Anyway, still looking for a server. I'm not looking for a managed server, I'm looking for an unmanaged server with good support. For example if a server becomes unresponsive they will help get your sites back online and not screw things up like loading the wrong OS twice and when they can't solve the problems they caused give up (looks like they have stopped responding to tickets now, over 14hrs since I made a ticket and no response).

    If they had installed the right OS the second time would have taken me about 2hrs to recover my sites. Do you think it's too much to ask for a server company to install the right software so I can recover my sites without issues?

    I'm not completely useless with servers, I could have installed the right OS myself (all freely available online) and recovered the sites in under half a day with a little research, but thought leaving the reload to the experts who have direct access to the server made more sense.

    David

  8. #8
    unmanaged from what I understand, means you do everything but reboots and os installs. Companies usually charge you for a reinstall, not all but most. If they provided this support to you why would they have managed service? Also if your server is not up to date any new os install would be up to date and disaster recovery is not something anyone would take responsibility for unless you paid them to do so.

    Also there is more to it then just hosting some web sites like you stated earlier. I think this problem here is a good example of what can and will go wrong. Unless you have the proper skills to deal with these problems yourself I would really advise anyone to go with managed service. The philosophy of don't touch nothing and nothing will break is comparable to a kid whistling in the dark to keep the boogie man away.

    So you have 2 choices. Get to know what your doing or go with a managed server. I can recommend 1000 companies to you but I don't think they will do what you are asking and if you do find one let us know.

    By the way, when I was first starting out I had a tech from a company format my live web server with 1000 clients on it. I won't tell you who that was but it defiantly wasn't hivelocity.

  9. #9
    Like I said I asked for a specific OS reload, if that wasn't part of the service they should have said so and I could have done it myself (at least then if it went wrong it would be my fault, I can live with that). I couldn't have installed the first OS install since had no access to the server (was completely down), but the second one I could have done had they said "I'm sorry but we can only install the very latest version of that OS". But they did not say that despite making it clear I wanted the same versions I had prior to the problems and gave them a list of the exact version numbers. I don't pretend to be an expert on servers, but that isn't exactly needing expert skills to install a paticular vesrion of an OS (just common sense to realise if you install a different version it's going to result in problems).

    The problem now is they loaded the wrong OS which has resulted in instability which they have been fixing one problem at a time until now! If I'd have caused this instability I'd admit my mistake and either try to fix it myself or pay Hivelocity to fix it for me.

    This probably (all the problems I've understood are a result of the wrong versions used) wouldn't have occurred had they installed the correct OS the second time. Now all that works on the server is root access, I have no idea what has been screwed up by bodging things together this way and lack the skills to sort it out and more importantly shouldn't need to sort out mistakes made by Hivelocity.

    If the company supplying your server made a mistake which resulted in server instability would you not expect them to fix it and not pass the buck to you the customer?

    Still no response on my latest tickets and sites are still down. still don't know which server company to try and looks like not going to get any reccomendations here.

    OH and BTW I explained at the very start what level of service I was after and the Hivelocity account manager had no problems with what I asked for.

    David

  10. #10

  11. #11
    Limestone Networks - I cannot stress enough how happy I am with their service and tech-support!

    http://limestonenetworks.com

  12. #12
    Join Date
    Feb 2007
    Location
    Tampa, FL
    Posts
    803
    post your ticket #'s here or pm them to me if this is the same ticket that I think then there seems to be a bit of a communication error from the tickets that I see compared to what has been posted here. You can also contact me via AIM MSN YAHOO GTALK ICQ SKYPE Hivelocity Chat and Snail Mail.
    Dave Parish
    (727)755-4033

  13. #13
    As requested I pm'd the ticket #RLD-003155 and my server IP to the first Hivelocity poster near the top, but so far no response.

    To add on from my first post.

    After your Sr. Systems Administrator (Jay) had installed mytop and logged out in a bit of a huff from the sounds of things (his post below):

    ===================================================
    Posted On: 15 Feb 2008 12:06 PM
    Hello,
    The sites were down because I limited permissions on both httpd and mysqld in order to install mytop as I could do nothing with resources being so high on this server. Anyway, with the reboot you just knocked me off causing lost work and time. I have logged back in and set execute permissions on httpd and mysqld.
    You may login as root and execute the mytop command to view mysql processes to track down your source. Should you need further assitance on this issue it shall be billable at standard rates from here on out. If interested in a managed services plan for your server to cover said work you may view them here:
    hivelocity.net/Hosting/managed_services.php
    I have logged out as I am unsure of what you guys are doing and as of now I cannot get back into directadmin.
    Thank you!
    -Jay
    Sr. Systems Administrator
    HiVelocity Impressive Support
    (888) 869-4678
    ===================================================

    To add to this he told me he was going to install mytop, did not mention limiting permissions and so when I found httpd not working I tried restarting it. When that didn't work issued a reboot through mw.hivelocity.com which also didn't work. Had he told me in advance he needed to take most of the server offline for a while I would not have done the above.

    Anyway, after he logged of it apeared to have turned the firewall on which was apparently misconfigured.

    So far the firewall has took my sites out on at least 3 occassons (once before the above and today again), why it would block access to httpd, ftp, email doesn't make sense to me, but that's what happened.

    I made a post to that ticket
    Posted On: 15 Feb 2008 01:23 PM

    To ask if he definetly set permissions correctly and if reboots was working since looked like they wasn't (SSH program I was using reported it incorrectly).
    Realised my mistake on the reboots working-

    =================================
    Posted On: 15 Feb 2008 01:30 PM
    Server did reboot afterall, was the ssh program not reporting it correctly.
    Decided to move to another server company as this isn't how it should work, so I'll again ask the questions.
    1. When is the next payment due.
    2. How much notice do I give to cancel the server.
    =================================

    Got a response:
    Posted On: 15 Feb 2008 03:50 PM
    Telling me I'm locked in for another month basically (payment due and need to give 15 days notice).

    No info about the limited permissions, that post is ignored.

    Tried to find the problem with the server on my own for 5 hrs (was looking at the databases, not the firewall) so no joy there and got irritated and made a rant post at basically stating they are destroying my livelyhood and I'll return the favour when I review their customer services (I'm an SEO consultant and getting Hivelocity SERPs was easy, already top 10 for them (2nd on Google for hivelocity server for example)).

    Posted On: 15 Feb 2008 08:46 PM

    No response and my sites still down. so I make another post (almost 13hrs later)-

    ================================
    Posted On: 16 Feb 2008 09:34 AM
    I need the server to work (meaning my sites are working) for at least one week while I find and setup a new server.
    Since one of you did this my sites have not worked (down a long time now!!)-
    ============
    The sites were down because I limited permissions on both httpd and mysqld in order to install mytop as I could do nothing with resources being so high on this server. Anyway, with the reboot you just knocked me off causing lost work and time. I have logged back in and set execute permissions on httpd and mysqld.
    ============
    I have root access only (Directadmin, HTTP, FTP, email doe NOT work). Which suggests it's still limited.
    At the time you was making those changes I issued a reboot and restarted mysqld and httpd since they wasn't working and I wasn't informed in advance you was limiting permissions.
    I don't believe in coincidences, so why did everything but root access stop working after this?
    ================================

    No response so posted again 5 hrs later
    ================================
    Posted On: 16 Feb 2008 02:13 PM
    Since you seem to be ignoring me now going to try reinstalling the correct OS version that should have been reloaded in the first place and again restore my sites.
    After Apache/1.3.37 (Unix) mod_ssl/2.8.28 OpenSSL/0.9.7a PHP/4.4.7 mod_perl/1.29 FrontPage/5.0.2.2510
    Is this http://www.smudge-it.co.uk/pub/apach.../binaries/os2/
    This one-
    http://www.smudge-it.co.uk/pub/apach...1.3.37-os2.zip
    The version you would have used, if not where do I get it?
    Going to wait an hr or two for a reply, if you don't respond will make a start as I need those sites live ASAP.
    ================================

    Waited a few hours and still no reponse so before taking such a drastic action started a live chat with a Sandy B who discover the firewall was blocking access again (second time it had happened). She fixed it (thank you Sandy B).
    Still no responses to that ticket so I made another post to that ticket almost 5 hrs later

    ================================
    Posted On: 16 Feb 2008 07:01 PM
    And asked for someone to look into the firewall problem before it happened again.
    ================================

    Woke this moring to find my sites down again, but root access available. Looked like the firewall was on again.

    Tried restarting a few services, did a reboot then started a live chat with Ron.
    told him about that ticket, explained the firewall issue and he went off to try to fix it. 20+ mins later he comes back and he couldn't fix it (confirmed it was the firewall) and tells me to start a new ticket which I did.

    BTw the other ticket still hasn't been responded to.

    New ticket NQX-682897
    Posted On: 17 Feb 2008 06:21 AM
    Explaining the firewall problem.

    HV.Shannon responds quickly
    ================================
    Posted On: 17 Feb 2008 06:26 AM
    --------------------------------------------------------------------------------
    No issue seen.
    Logged into to server and turhned off IPTables. This is part of basic server administation and has zero to do with stability of the server.
    ================================

    Looks like I'm getting on tech supports nerves now, I do appologise for wanting my sites to be live for 24hrs in a row.

    I find it interesting Ron on live chat couldn't solve the problem, but without really understanding what they screwed up when they loaded the wrong OS I'm suppossed to know what to do.

    Seems to me right after I said I'm looking for another server they ignored my ticket. Very impressive support there!

    I've made a start in writing this up as a Hivelocity review and will add to one of my sites when complete and SEO optimised for maximum Google SERPs. This week I've not been able to work and have lost at least $500 in advertising revenue (due to sites down) and can only hope it hasn't damaged my Google SERPs yet.

    So Hivelocity Q&A what's been miscommunicated?

    David

  14. #14
    Guess what happened when I woke and checked the server this morning, yes it was down!

    This time SHH access was down, after a reboot MYSQLD wasn't starting.

    It was eventually fixed.

    Won't hold my breath that's it's working tomorrow morning.

    David

  15. #15
    Join Date
    Nov 2003
    Location
    Alphen, Netherlands
    Posts
    85
    You have an unmanaged server. As far as I can tell Hivelocity have already done way more then they have to.

    It's not their responsibility to have your services working, they did a proper OS reload as requested. From there on out it's your job to make things work again, I think in some way you should appreciate the administrators of Hivelocity even taking a look at it without billing.

    Also if you reboot the server when your Apache isn't working then I would seriously suspect another cause for your services and restoring failing.

    I hope you figure it out, good luck!
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  16. #16
    Had they installed the correct OS the second time you'd be right, but at least some (probably all) of the server problems are due to Hivelocity screwing up on the Os version.

    Come on you don't install a newer version of an OS when you know settings from an older version are going to be recovered. That's why right after the recovery the server didn't run correctly and it took them 2 days to get it fully working (fully in the sense that everything that should run was running for a short period of time). The bodge job recovery from their mistake has left the server unstable (though getting better).

    Since they made that mistake (twice) as far as I'm concerned the server instability is Hivelocitys fault and so their responsability to fix it.

    So far the server's run no more than 2 days in a row without problems and I still haven't found a new server (had a weeks work to catch up on due to all these problems). In the last few days for example the server has been unresponsive twice (no SHH access) and required a reboot.

    David


  17. #18
    Join Date
    Feb 2007
    Location
    Tampa, FL
    Posts
    803
    Well it looks to me that the miscommunication all started on the 8th with
    Reload Bot


    Posted on 08 Feb 2008 02:43 AM

    --------------------------------------------------------------------------------
    Server IP
    66.***.112.***


    Slave Drive?
    Yes


    Time Frame
    ASAP


    OS
    Cent OS 5.x


    CP
    Direct Admin


    Partitioning
    none


    Additional
    none


    Client
    **** ***


    Email
    serv******************

    No additional server instructions nadda. When you go for the latest version of CentOS 5.XX then you are going to get the latest and greatest of Mysql and Apache. If you start running commands that brak your configs right out of the gate then you are headed for disaster. At that first moment where it was noticed that this was the case (page 1 of the 4 page ticket) you should have taken a step back, contacted your account manager (Drew) gotten him involved with the techs, gotten your free reload coupon, and taken an older version like 4.5 or 4.6 and do whaever upgrading needed to be done from there. Our Techs did alot of configuring and offered alot of insight right there on the first page of the ticket I think nate said it best though
    Nate


    Posted on 09 Feb 2008 06:47 PM

    --------------------------------------------------------------------------------
    Messing with your livelihood was never my intention. Although I did reload your server, I had no information on as to why it was reloaded, or what made you create the reload ticket in the first place. All the information I had regarding your server's reload is a request made by you in your control panel. No special instructions were given in the reload ticket, nor was there any inclination of there being a future migration. I am not trying to make excuses, I am just trying to inform you of why this situation is the way it is.

    We could certainly install the older versions of apache and mysql that were on your server, but they would unfortunately involve the reloading of your server since everything else that was installed by DirectAdmin is dependent on those versions to function properly. There is a very good chance once replaced with the older versions, a migration would be quick and painless. I cannot definitely guarantee that however. If you would like to reload the server let me know, I can have it back online in 2-3 hours (DirectAdmin takes ages to install). I don't know why your server was reloaded in the first place. If you have a ticket number I could reference with some information in it, I would be happy to look further into it. I want to help you in whatever way possible to get your server back online so that your business is operational again.

    Please let me know what you would like to do. I sincerely apologize for the inconvenience.

    Thank you.
    Nate K.
    Hivelocity Impressive Support Dept
    Systems Administrator
    https://support.hivelocity.net


    Email: [email protected]

    So right there, was your opportunity to take advantage of a tech with his full attention directed towards you and to get this busted out. With the gobs of tickets most due to sonfiguration issues I think it would be best to get at bear minimum service monitoring on the server. Full time administration as you can see from the efforts that we have put in that we are worth the time and effort that it takes to do everything that you request in every single ticket. i will pm you the details of our management plans and if you are unwilling to go with the service levels that we have I might reccommend an outside management company that has a fresh outlook on your server. Pm me any details that you might have if you find a group and I as well as Drew and or Steve will sit down and get your requirements all out and addressed.


    Sorry for the lengthy post

    Dave
    Dave Parish
    (727)755-4033

  18. #19
    Join Date
    Aug 2003
    Location
    Chicago, IL USA
    Posts
    2,781
    I don't understand what they did wrong. What operating system did you request, and what operating system did they install?
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  19. #20
    CentOS works just fine with both versions of apache. I know i have tried. The other issue is this. If MySQL was upgraded then you have to consider the restored data bases will not function properly with the new MySQL. Fact of life...if you want to use them you will have to convert them.
    No as far as a managed server goes...i dont use my hosting/server provider. I use a third party management provider. My choice is this is Platnium Servers! With them i have hardened servers that are near bullet proof! I also recomend cPanel or Plesk as your CP. cPanel is far more flexible and PS will only manage a CP based server. As for Plesk CP ... it is a decent CP if you dont mind it being a bit stiff. I purchase my servers from GoDaddy.

  20. #21
    Join Date
    Jun 2003
    Location
    Tampa FL
    Posts
    2,378
    I particularly enjoyed the comment the OP made about SEO'ing a review about us , I am sure they wont provide a link to this thread in that review.
    Ceridius Networks Sales
    Email/MSN [email protected]
    Ceridius Networks - Reseller of Hivelocity Hosting
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  21. #22
    This thread should get more SERP's then his article anyways.

  22. #23
    Join Date
    Jun 2003
    Location
    Tampa FL
    Posts
    2,378
    Quote Originally Posted by hsphereclub View Post
    This thread should get more SERP's then his article anyways.
    Even if it does I think if anyone does enough research they will find the truth.
    Ceridius Networks Sales
    Email/MSN [email protected]
    Ceridius Networks - Reseller of Hivelocity Hosting
    Network Speed Test

  23. #24
    Join Date
    Aug 2006
    Location
    Los Angeles
    Posts
    166
    you guys dealt with this in a very professional matter some customers just cant be appeased no matter how hard you attempt to assist them.

  24. #25
    The Osreload above was not created by me, it was made by one of your tech guys at Hivelocity because the my.hivelocity password (needed to log in to create a reload ticket) did not work. This meant I personally could not create an Osreload ticket and ask for a specific OS etc...

    I did however ask the person who made the ticket that was posted above to use the same version I was using prior to the crash because I needed to recover the sites. That person failed to include this information resulting in the first Osreload mistake.

    Is that clear enough for you, I gave instructions but you ignored them, Result wrong Os loaded, wanted 1.3.37 got 2.2. Here's the errors-

    [root@##########/]# service httpd start
    Starting httpd:
    Apache 1.3 configuration directives found
    please read @docdir@/migration.html
    [FAILED]
    [root@##########/]# service mysqld start
    Starting MySQL../etc/init.d/mysqld: line 151: kill: (5151) - No such process
    [FAILED]

    They "fixed" it by reinstalling Apache 2.2 and latest version of MySQL which removed some of the config files needed to run the sites I'd recovered, also left the server in a state that wouldn't allow me to setup the same sites I had before (it was a mess).

    From the server going down to that point took almost 2 days, that's 2 days with none of my sites up meaning I'm loosing revenue! I was understandably irritated having wasted over a day of my time waiting for the reload etc... only to find they screwed it up!

    After realising the server could not be used in it's current form I asked for another reload AGAIN asking for the exact same versions it was running prior to the crash. I needed this since I planned to recover the sites AGAIN saving a week or so work reinstalling everything (the person I was communicationg with I beleived understood this, apparently not!).

    Instead the wrong version was again reloaded (closer though at least 1.* not 2.*). Notice how the Hivelocity poster above hasn't mentioned the second Osreload where again they used a newer version not the one I needed.

    For example wanted Apache 1.3.37 got apache 1.4* which again resulted in the server not fucntioning correctly after I'd recovered the sites. The errors again-

    [root@##########~]# service httpd start
    Starting httpd:
    Apache 1.3 configuration directives found
    please read @docdir@/migration.html
    [FAILED]
    [root@##########~]# service mysqld start
    Starting MySQL................................... [FAILED]

    Had they said at the time this is not part of the service or they can't do this I could have either paid for them to reload the exact OS I had before or do it myself.

    After pointing out their second mistake I recieve this response-

    "Your server admin needs to learn how to use http://www.directadmin.com/forum/showthread.php?t=19221 as it is a requirement for properly reconfiguring apache, mysql and php on a directadmin server.

    Configuring a self managed server using outdated versions of software is outside the scope of provided support.

    As a courtesy your server has been configured for apache 1, php4 and mysql4.

    As php4 and mysql4 no longer have any supported as they have been EOLed it is strongly suggested you make whatever changes to your code to support these versions. "

    It's them that need to learn to install what a customer asks for, not the easisest version (they used the above to reload the server)!

    A few hours later they get some of the server working except-

    found exim and vm-Pop3d wasn't running.

    Was able to start vm-Pop3d, but exim gives an error.

    [root@##########~]# service vm-pop3d start
    Starting vm-pop3d: [ OK ]
    [root@##########~]# service exim start
    Starting exim: /usr/sbin/exim: error while loading shared libraries: libdb-4.2.so: cannot open shared object file: No such file or directory

    Not sure why but vm-pop3dvv stopped running after I restarted it.

    This meant email didn't work.

    After 4 or 5 posts back and forth I recieve this-

    "I have done some work on this and found some errors in the logs in regards after researching this in Directadmins forums and attempting there fixes i have had no resolve. I have placed a ticket with direct admin support in regards i will advise upon there reply.
    "

    The following day DirectAdmin support login to the server and fix the problem. Turned out the new OSreload used Dovecot not vm-pop3d which the original OS used. Hmm, if only they'd have listened and installed the right OS as requested.

    That morning the server was accessible via root, Directadmin was working but all my sites were down. I update the ticket and a couple of hours later recieve-

    "As stated in a precious reply in order to update the software on the server please reference the following

    http://directadmin.com/forum/showthread.php?t=19221 "

    They install the wrong OS, one day later something is wrong that wasn't wrong a week earlier I get the above!

    I think I started a live chat then as not getting help through the ticket and after a restart it worked again.

    Same day email goes down again.

    Something was wrong since under Directadmin I saw this under server monitoring-

    "vm-Pop3d 1.1.7f-DA-2 *** Stopped ***

    But that software wasn't installed (now using Dovecot).

    If only they had used the same OS I asked for.

    They contact Directadmin again and it's fixed.

    Next morning server is unresponsive (no root access). I now have access to my.hivelocity but didn't want to resort to hard reboots everytime the server had a problem since better to find the problem than restarting the server to get it working.

    Unfortuantely all they did via the ticket was restart the server gracefully which gave root access, but nothing else worked correctly. Sites have been down about 8hrs at this point!

    Turned out the firewall had been turned on and it was misconfigured (I didn't turn it on BTW, I was asleep!).

    I keep getting a hostname confg warning, directadmin has it listed as cp.domainnmae.com and somewhere else has it as domainnmae.com but it's apprently not important so I'm currently ignoring the daily warning I get about that one!

    Following morning the server is again down (no root access). Try 3 reboots through my.hivelocity which fails. Recieve this-

    " Posted On: 14 Feb 2008 10:56 AM

    --------------------------------------------------------------------------------
    Hello,

    It seems there was a bit of confusion regarding your location in the datacenter. Your server is now back online and the situation has been remedied. You should also have access to remote reboot for future reference.

    Thanks.
    Nate K.
    "

    So they messed something else up.
    Server still not working though, try reboots and eventually get root access but nothing else.

    Support asks for my root password which has been pasted in the ticket a few times to say the least. In otherwords more time wasted while sites have been down for hours again.

    I get a response basically pointing the finger at me, my fault for not reinstalling the sites one by one sort of thing on a fresh install.

    I respond:

    =======================================
    And as I said at the time of the first reload IF I have to reinstall the sites from scratch it will not be on a Hivelocity server since I've had problems with your service for months that support seams incapable of resolving.

    If you can not make the server stable without expecting me to spend over a week (100+ domains, 60+ databases and at least 100,000 files to FTp which takes days with your very slow FTP upload) reinstalling every site please tell me now so I can move to another company and waste no more of my valuable time.

    BTW there was no mention of problems like these at the start of this ticket from Steve Clayton who first suggested the commands I used.

    His message:

    Posted On: 09 Feb 2008 02:33 AM
    ===========
    Hello,

    You can attempt a DirectAdmin restore using the following set of commands:

    The commands--

    You could always shut down all services and rsync your data over from your old drive. I am sure this would really cut down on your time spent.
    -Steve C.
    ============

    It wasn't until this post after I'd already imported the old data that I got this warning-
    Posted On: 09 Feb 2008 05:12 PM

    --------------------------------------------------------------------------------
    Hello,

    I had to completely reinstall Apache and MySQL as the commands you ran broke both of them. You are most likely going to have to manually import all of the data after recreating all of the accounts and domains. The system you are moving to is too far different from the system you had before. You are not going to be able to use your old configurations as the programs that were installed are the latest versions and they have changed significantly.

    Nate K.
    ---------------------------------------------------------------------------------------

    So after the fact I'm given a warning that importing my data to the wrong version (your fault) isn't going to work (what a big surprise there!). Had you reloaded the correct version of the OS in the first place (as I requested twice) these problems wouldn't exist, so from my perspective this is Hivelocity at fault (you screwed up twice on the reload). So please don't start trying to push your incompentance over to me.

    So can you make the server stable? Yes or no.

    If not when is the next payment due and how much notice do you need to cancel?

    Not this entire ticket is going on one of my sites when done as a review of your customer support.

    =======================================

    That is pretty much ignored.

    Following day -

    ==========================================
    Sr. Systems Administrator


    Posted On: 15 Feb 2008 10:47 AM

    --------------------------------------------------------------------------------
    Hello,

    This issue not a problem with directadmin. The issue is you have multiple calls to apache and mysql which are eating server resources. Be advised this type of administration is typically billable at standard rates. I will try to help you out a bit before having to bill you thouhg.

    What is your mysql root password?

    I am installing mytop to try to see which DB is the issue.

    Thank you!

    -Jay
    ============================================

    Now this server only runs my sites, approximately 100 odd of them and though it adds up to a lot of pages it's not anything that should cause problems on a server like this. The biggest resource drain is going to be the 60 odd databases (mostly WordPress). Two weeks before this the only problem with the server was the occasional unresponsiveness (needing a reboot) and random sites not working for periods of time (could be 10 mins, could be hours it made no sense). The latter issue was what they haven't been able to solve for months, they found some faulty cables in the server they fixed, but still the problem remained (still got it now).

    As you can imagine if I have to reinstall 100+ sites I'm not going to do it on a server that hasn't worked correctly for months.

    Anyway this is already too long, so going to end it soon.

    Since then 10 days have past and I've had problems pretty much every day. Hivelocity no longer responds to that ticket. Their last rsponse was the 15th after which I've made 5 posts each time the server hasn't worked or something, but no response from them!

    Over the last 10 days PHP has gone down, MYsql the same, some times I can only access root others can access nothing. Given up on support and now it's a matter of keeping my site up for as long as possible while I get a new server setup and everything transferred. One day I think I had to restart it 5 times to get everything to load! sometimes one service won't load and will try to start it with no joy so will have to do another reboot.

    While I have the server will only contact support when reboots don't work since they are not interested in keeping my sites running only being able to say the server is running abd pretend they have impressive support. Well right now according to my.hivelocity uptime is only 94.34% which isn't very impressive!

    Again had I installed the wrong OS and caused this mess it would be my fault, but they made the OS version mistake which IMO has caused this cascade of problems. They can't make a mistake like this, bodge the server to work for a day and wash their hands of the problems caused by their incompetance. They should have admitted their mistake and fixed the problems, had they done that quickly they'd have kept me as a customer as I did not want to have to tansfer to another server (it's pain to do).

    So others reading this do you think it's my responsability to fix the broken OS?

    David

  25. #26
    Quote Originally Posted by HiVelocity View Post
    I particularly enjoyed the comment the OP made about SEO'ing a review about us , I am sure they wont provide a link to this thread in that review.
    Well I'm glad you find it funny, have you checked your SERPs recently? I guess not!

    I've not written the full review yet, however when I wasn't impressed with the lack of action to the other problem (mentioned in my last post : single sites unreachable for no obvious reason) I changed a neutral part of another article mentioning Hivelocity to reflect this new information.

    The page is not fully optimised for Hivelocity SERPs since it's about the server company I was using before moving to you so was optimised for that business name, but since you find this so amusing I've updated the post and added more Hivelocity SERPs optimisation including to the title (the most important on page element from an SEO perspective).

    Current rankings for http://www.morearnings.com/2007/06/1...ting-problems/ which do not take into account the new material.

    Hivelocity Support 1st
    Hivelocity Server 2nd
    Hivelocity Dedicated Server 4th
    Hivelocity Problems 3rd
    Hivelocity Dedicated Server Support 2nd
    hivelocity dedicated server review 2nd
    hivelocity server review 5th

    I paticularly like this one-

    Hivelocity Impressive Support 2nd

    General SERPs

    unmanaged server 10th
    unmanaged dedicated server 28th (needs some work)
    unmanaged server review 7th

    Not bad for a page not specifically created for those SERPs.

    I might not be a server expert, but don't question my SEO skills.

    And yes I will include a link to this thread and I don't care if this page takes any of the above or other relevant SERPs since there's my accurate information here about my problems with Hivelocity.

    And today's problem: Server was reachable through root but sites down. Try to restart HTTPD and got this error-

    [root@##########~]# service httpd restart
    Stopping httpd: [FAILED]
    Remaining processes: 23939
    Stopping httpd: [FAILED]
    Remaining processes: 23939
    Stopping httpd: [FAILED]
    Remaining processes: 23939
    Stopping httpd: [FAILED]
    Remaining processes: 23939
    Stopping httpd: [FAILED]
    Remaining processes: 23939
    Stopping httpd: [FAILED]

    Had to reboot again to get it to work correctly.

    David

  26. #27
    Join Date
    Feb 2007
    Location
    Tampa, FL
    Posts
    803
    ok, if you could can you forward me the chat transcripts / emails in which you requested this reload originally, I can't find any documentation of it, if a specific reload was requested and we dropped the ball then I will help to reconcile that fact. Even if you don't have your billing password we can get it for you in the drop of the hat. Next time you need something come to this post, get my messenger info and lets bang this thing out. I can tell you that old os versions are usually a security risk that's why they come out with new ones, better functionality and more holes closed up. If it is at all possible then you need to get you db's and configs upto snuff because there will come a time when your versions aren't supported anymore and you will hit this wall all the time. There is a reason that your old configs don't work with the latest version because the commands are old and have been phased out due to security reasons. If there is still an issue of needing the correct os installed I will dload the version fresh, myself today, and have it reloaded for you personally and if after that there are still errors then I think we all know where this stands. My email address is [email protected] if you would like to directly respond.
    Dave Parish
    (727)755-4033

  27. #28
    We assisted OP many many times free of charge on his "self managed" server. I have gone through each ticket from oldest to newest and I will allow you all to judge the situation for yourself;

    1) New Server Not Setup Correctly (XIK-227093) 06-21-2007:

    Customer opened this ticket to state he was given a server that was not setup correctly. It was verified that the server was setup as per the work order in the system. A basic server with webmin and no services were installed and delivered to the client. With his reply to state that services were missing; mysql, httpd, php and PHPmyadmin. He further states he doesn’t know how to use webmin. For the record full webmin documentation is available at www.webmin.com. We advised that the phpmyadmin would be a billable install as it is custom software. His last reply:

    Thanks for setting things up, I'll be fine for now without PHPmyadmin, still got to figure out Webmin!

    Don't suppose you have a tutorial for Webmin for your customers? Couldn't find anything about Webmin under Knowledgebase.

    Thanks again.
    xxxxx

    2) Reload with Direct Admin (UNH-840144) 06-22-2007


    This is now only the second day customer has had this server and has already requested a reload with directadmin and the following (The new installation should include Apache, PHP 4 and MySQL). NOTE: no special software requests as that is all standard and installed by directadmin. However, I am confused as to why he reloaded with directadmin as webmin was much more basic and he was having problems there as well. This ticket pretty much ends with us advising him his server is online and there was no reply from him.


    3) Reload with Direct Admin (RAM-660904) 06-22-2007

    This was a duplicate ticket and was the same as #2 above. Ticket was closed.


    4) ASP includes on Centos/DirectAdmin Server (QGG-653666) 07-02-2007

    Opened this ticket “looking for some guidance on how to get ASP includes working on a Centos/Direct Admin server.” Was advised it was a linux server and he would need third party software to accommodate. He advised he would convert to PHP and ticket closed.


    5) ASP includes on Centos/DirectAdmin Server (QAZ-418920) 07-02-2007

    Was another duplicate ticket with regards to #4 above. Ticket closed.

    6) sshd not working(66.232.xxx.xxx) (PLZ-296633) 11-01-2007

    Ticket was input SSHD not working, server was rebooted. The NOC tech then advised if there is a further issue to let us know details and we would take a look for him. No reponse from client, ticket closed.


    7) server is not accessible(66.232.xxx.xxx) (EPV-368528) 11-15-2007

    This was a down server (NOTE: 14 days after previous ticket). The reboot request came in at 15 Nov 2007 06:54 PM and was online and replied to by our tech at Posted on 15 Nov 2007 07:04 PM. This reboot was handled within 10 minutes. His reply to that was “I have a question regarding your slowwwwwreboot times.” Then proceeds to threaten bashing us online. This is directly from this ticket:

    Not impressed at all with your server uptime or support and will again have to find a new server like when server4you went really crappy http://www.morearnings.com/2007/06/1...ting-problems/
    and if I have to spend the best part of a week transferring files
    again your going to get a negative (truthful) review like the one
    above.

    You do not want Google results like these-
    http://www.google.co.uk/search?num=3...u+Server&meta=
    http://www.google.co.uk/search?num=3...rver4you&meta=
    http://www.google.co.uk/search?num=3...d+Server&meta=

    I can all but guarantee my review would get top 10 for searches like the ones below since I'm an SEO consultant-

    hivelocity Server
    hivelocity
    hivelocity dedicated Server

    Which will damage your business long term.

    xxxxx

    This server was rebooted in 10 minutes and yet he takes the time not only to bother online chat techs and badger them, but also continues to rant in this ticket. The SLA for reboots is 15 minutes which he agreed to when he signed up for service.



    8) Server reboot (FGI-558314) 11-20-2007

    Hard reboot request from client, SLA exceeded here on reboot reply, about 30 minutes.


    9) Server Reboot Failed (SDR-603726) 02-01-2008

    Reboot request, techs reply: Your server was hung on a "Restarting System" message, this is typical if the shell hasn't been exited prior to a reboot. For future refrence please issue a ' reboot && exit ' via ssh. Your server is now back online.


    10) Move server to new spot with Remote Reboot (JRE-518001) 02-05-2008

    I personally contacted customer on the phone and worked out an arrangement and opened this trouble ticket for OP to get him moved to one of our racks outfitted with remote reboot. Server was moved to a rack outfitted with remote reboots as per client request. Completed.

    11) Server Reboot (YNP-946259) 02-08-2008


    Even though client is now on remote reboot he has logged a reboot request. This ticket continues to run on about how the server is unstable and sites work intermittently and various basic administration issues. There was a faulty NIC which we saw errors on and was replaced. Since his sites were not working he decided to again reboot his server without resolving the issue. After client rebooted the server about 5 more times a reload request was submitted stating same as last time see #2 and note no mention of apache2 or any other needed software.

    Customer then opened ticket requesting OS reload
    You will see the ticket was opened via my.hivelocity with server specs filled in by customer.

    Slave Old Drive?
    I assume so, I'm going to loose a lot of MYsql databases that haven't been backuped recently if it isn't saved!

    Target Time Frame ?
    ASAP

    Operating system?
    Same as before, Apache (forget the exact details)

    Control Panel ?

    Same as before Direct Admin

    Custom Partitioning?
    I didn't do anything with the partitioning previously so whatever you ussualy do.

    Additional Instructions?
    Do not loose those MYSQL databases, if you do you'll loose months of work!

    I'd also like to know what went wrong and paticularly rule out hacking?



    12) my.hivelocity details (FHI-311412) 02-08-2008

    Client requesting login to my.hivelocity which the ticket above shows he had access to it earlier.


    13) my.hivelocity details (XLC-452861) 02-08-2008

    Yet another duplicate ticket, same as #13 above – closed.

    14) Reload 66.232.xxx.xxx (RLD-003155) 02-08-2008

    Reload request with the following:

    Server IP 66.232.xxx.xxx
    Slave Drive? Yes
    Time Frame ASAP
    OS Cent OS 5.x
    CP Direct Admin
    Partitioning none
    Additional none


    Reload was completed and client replies as such:

    Have got access to the server and looks like the sites are intact. Downloading backups of everything now. Is there a relativly easy way to take them from the olddrive folder to make the sites I had installed previously (60+ sites) without having to setup the sites one by one, setting up email, MYsql databases etc.... which would probably take the best part of a week to do! I've never had to do this, so not sure what I can and can't do.

    Also did you determine what went wrong? Really want to rule out hacking (I've had a server hacked before) since if it was hacked will need to change all passwords on the sites on the server, if hardware failure or something like that passwords OK.

    Client then proceeded to break the new install with a faulty restore and mysql and httpd were reapaired again free of charge by us. Here is his next threat:


    Basically I just wasted the last day, brilliant. Guess it makes leaving Hivelocity a cert now, like I said if I have to manually install them all will find another server company as you've not resolved the previous problems with the server. How much notice do I need to give for you to shut it down?


    But his next reply is requesting assistance and starts telling us we reloaded with wrong software versions, as you can see above he did not specify so the defaults supplied by directadmin were installed. This ticket has now become 4 pages with multiple reloads and us restoring his files for free only to have him rant and rave about DNS issues, EMAIL issues and yet another reload due to incorrect software. NOTE: WE STILL HAVE CHARGED HIM NOTHING FOR OUR SERVICES.

    This ticket becomes one administration issue upon another. Towards the end of this ticket he is again complaining about directadmin and server stability. Our reply:


    “This issue not a problem with directadmin. The issue is you have multiple calls to apache and mysql which are eating server resources. Be advised this type of administration is typically billable at standard rates. I will try to help you out a bit before having to bill you though. What is your mysql root password? I am installing mytop to try to see which DB is the issue.”

    Since his load was around 50% across the board due to mysql and httpd I restricted permissions in order to install mytop for troubleshooting. The client at this point is in the server altering god knows what as well as yelling at our techs over live chat. I finished installing the mytop and chmod 755 mysql and httpd only to have nothing work at this point. I was then kicked out of server by a reboot. I told client at this point further assistance is billable as enough is enough. We have many hours invested for him for free but when he requests assistance and then works against us. It is not the server that is unstable it is what he is doing with it. It seems basic Linux and Control Panel knowledge are lacking


    15) Only Root Access Firewall Blocking Access (NQX-682897) 02-17-2008

    Client states: Servers been unstable since this reload RLD-003155 and also states that we installed wrong software and has issues with his firewall.

    This is a self managed server and we again assisted him for free. FW was blocking his connection and was still having issues with mysql and httpd, see the end of #14 above for my comments.


    16) Only Root Access Firewall Blocking Access (NTS-234211) 02-17-2008

    Yet another duplicate ticket, same as #15, closed.

    17) can't ssh(66.232.112.104) (KNL-803829) 02-18-2008

    Server rebooted for customer. Remote reboot still available.

    You can now make up your own mind as to what led to so many problems with the server. I wish OP the best of luck with his future endeavors. We hate to lose customers and certainly do not like anyone to have a negative experience with our services. We are not always a perfect fit for every customer. Unfortunately, this seems to be one of those instances. OP has my direct contact information if any personal assistance is required from this point forward.
    Last edited by hivelocitygm; 02-25-2008 at 02:20 PM.
    Steve Eschweiler- Hivelocity- Director of Operations
    Bare Metal Servers. Colocation. Private Cloud.
    Customers in over 130 countries. Privately owned and operated data centers.
    Limited Supply Outlet Server Specials

  28. #29
    Join Date
    Mar 2006
    Location
    Los Angeles
    Posts
    19

    Server Intellect

    We have been very happy with Server Intellect; they always make sure that the the latest updates are installed and they reboot the server for us so that we never miss a beat.

  29. #30
    Quote Originally Posted by Hostriffic View Post
    We have been very happy with Server Intellect; they always make sure that the the latest updates are installed and they reboot the server for us so that we never miss a beat.
    Each control panel includes specific versions of software. Sometimes they are the latest, sometimes the versions might be a little older. Customers are free to update any software they choose but we do not do this upon initial install because the control panel may not support it. Remember, this is a self-managed server. Remote Reboot is active on this server as well.
    Steve Eschweiler- Hivelocity- Director of Operations
    Bare Metal Servers. Colocation. Private Cloud.
    Customers in over 130 countries. Privately owned and operated data centers.
    Limited Supply Outlet Server Specials

  30. #31
    Am I the only one reading this that has a problem with a company using information posted by one of their customers to a private ticket support system this way? I sure as hell do!

    It's one thing having a customer like myself posting this sort of stuff, but a bussiness using private information this way is crossing a line, I have a feeling data ptotection laws may have been breached here (will have to check and act accordingly).

    Firstly I asked for a server setup that would work out the box allowing me to add sites without the need for installing any software. That wasn't what I got, but more importantly Webmin (which I did request) sucked as a control panel so PAID for a reload with a better control panel.

    You see I made a mistake (Webmin) and as such was prepared to pay to fix it.

    What I don't understand is why you've posted this here?

    Your ticket system does have a tendancy to create a lot of duplicate tickets, you might want to look into that. Also you keep sending copies of tickets to [email protected] which the emails bounce back to the ticket making a right mess-

    =========================================
    This message was created automatically by mail delivery software.

    A message that you sent could not be delivered to one or more of its
    recipients. This is a permanent error. The following address(es) failed:

    [email protected]
    Unrouteable address

    Followed by a duplicate of the post
    ========================================

    There must be over 20 posts like that on one ticket thread!

    4 The ASP one, is there a problem with asking for advise on getting ASP pages working on your servers? Didn't expect you to do the work, was hoping you'd come accross this before and had a solution you could point me to. You didn't so solved the problem myself.

    Tickets-
    6) sshd not working(66.232.xxx.xxx) (PLZ-296633) 11-01-2007
    7) server is not accessible(66.232.xxx.xxx) (EPV-368528) 11-15-2007
    8) Server reboot (FGI-558314) 11-20-2007

    And others are created by your live chat techs not me. See below have matched some to live chat tanscripts.

    I'd find the server unresponsive, log into live chat and they would create a ticket. The problem with this system is it takes those on live chat some time to get around to creating the tickets. So though a reboot ticket may take 10 mins from ticket creation it sometimes takes 15+ minutes to get to that stage.

    Ussually went like this.

    I start live chat with "server down"
    "paste IP address and root password"
    If lucky** they respond "checking"
    Few mins later they come back and say "sent a reboot request"
    I patiently wait and most times 15 mins later server still not working.

    **If unlucky they ask for details to confirm my identity wasting even more time.

    I got so irriated with slow reboots I started timing them and most was well over 20 mins from requesting a reboot on live chat to the server responding.

    Other than when the person on live chat closes the chat themeselves you get to have a copy of the transcript sent to your email address. I've therefore got about 3/4s of the live chats I've had, ~1/4 was lost because they closed the ticket early (very annoying BTW when they do that, I loose a record of the chat!).

    I couldn't Reboot with direct Admin as it always hung the system. I was told later it was something to do with not having a mouse plugged in! so this meant if I needed a reboot meant a live chat (I was wrongly told the only way to get a reboot was through live chat BTW).

    Some of the live chat times regarding reboots

    Chat start time Oct 9, 2007 4:27:37 PM EST
    Chat end time Oct 9, 2007 5:20:30 PM EST
    Duration (actual chatting time) 00:52:52
    Operator Vick R.

    6) sshd not working(66.232.xxx.xxx) (PLZ-296633) 11-01-2007
    Chat start time Nov 1, 2007 12:00:51 AM EST
    Chat end time Nov 1, 2007 12:32:34 AM EST
    Duration (actual chatting time) 00:31:42
    Operator Andrew

    Chat start time Nov 2, 2007 8:22:00 AM EST
    Chat end time Nov 2, 2007 9:03:13 AM EST
    Duration (actual chatting time) 00:41:13
    Operator Sandy B.

    7) server is not accessible(66.232.xxx.xxx) (EPV-368528) 11-15-2007
    Chat start time Nov 15, 2007 6:41:24 PM EST
    Chat end time Nov 15, 2007 7:01:47 PM EST
    Duration (actual chatting time) 00:20:22
    Operator Andrew
    Note with this one it took over 15 mins to log into their support site, was down. Ignoring that delay this was their best reboot so far of around 15 mins from asking for it to it actually working.

    8) Server reboot (FGI-558314) 11-20-2007
    Chat start time Nov 20, 2007 7:28:46 AM EST
    Chat end time Nov 20, 2007 8:14:55 AM EST
    Duration (actual chatting time) 00:46:08
    Operator Vick R.

    Chat start time Nov 25, 2007 9:44:16 AM EST
    Chat end time Nov 25, 2007 9:51:39 AM EST
    Duration (actual chatting time) 00:07:22
    Operator Vick R.
    This one took around 6 mins, much better.

    Chat start time Dec 17, 2007 1:25:57 AM EST
    Chat end time Dec 17, 2007 2:08:10 AM EST
    Duration (actual chatting time) 00:42:13
    Operator Vick R.

    Chat start time Jan 22, 2008 9:52:32 AM EST
    Chat end time Jan 22, 2008 10:15:45 AM EST
    Duration (actual chatting time) 00:23:13
    Operator Andrew
    This guy wasted 6 mins asking for verification before actually putting in the reboot request! Reboot took 21 mins including this 6 mins delay!

    Would you care to deny these times?

    I'll add despite adding a comment to well over half of these chats it took ages for one of you to contact me about the problems and it wasn't because of adding comments at the end of a live chat it was because of a ticket.

    Quote Originally Posted by HivelocityGM View Post
    10) Move server to new spot with Remote Reboot (JRE-518001) 02-05-2008

    I personally contacted customer on the phone and worked out an arrangement and opened this trouble ticket for OP to get him moved to one of our racks outfitted with remote reboot. Server was moved to a rack outfitted with remote reboots as per client request. Completed.
    That's a lie, no one from Hivelocity has ever phoned me! It was all dealt with via email.

    Quote Originally Posted by HivelocityGM View Post
    11) Server Reboot (YNP-946259) 02-08-2008

    Even though client is now on remote reboot he has logged a reboot request. This ticket continues to run on about how the server is unstable and sites work intermittently and various basic administration issues. There was a faulty NIC which we saw errors on and was replaced. Since his sites were not working he decided to again reboot his server without resolving the issue. After client rebooted the server about 5 more times a reload request was submitted stating same as last time see #2 and note no mention of apache2 or any other needed software.
    I logged a reboot request because I'd got remote reboot a few days earlier, but hadn't activated it yet. when I tried to log into my.hivelocity with the password supplied it didn't work and since the server was down and completely unresposnsive I couldn't get a new one.

    You completely missed the tickets-

    my.hivelocity details FHI-311412
    my.hivelocity details XLC-452861

    Posted On: 08 Feb 2008 06:26 AM

    --------------------------------------------------------------------------------
    To: Drew Adams

    I require my my.hivelocity control panel login details.

    Apparently the OS has died on the server and I ned to submit a reload!

    My email ####### won't work so please use this support ticket to give the info otherwise I won't get it.

    David

    Response:

    Steve Clayton


    Posted On: 08 Feb 2008 06:43 AM

    --------------------------------------------------------------------------------
    Hello,

    I can not determine your current password or change it without your current password. I can however log in through an admin account and submit one for you, because I know this is priority. Please provide th following info so I can complete the request for your reload ticket. Please advise.

    Slave Old Drive?
    Target Time Frame ?
    Operating system?
    Control Panel ?
    Custom Partitioning?
    Additional Instructions?
    -Steve C.
    Hivelocity Impressive Support Dept.

    My response:

    Slave Old Drive?
    I assume so, I'm going to loose a lot of MYsql databases that haven't been backuped recently if it isn't saved!

    Target Time Frame ?
    ASAP

    Operating system?
    Same as before, Apache (forget the exact details)

    Control Panel ?

    Same as before Direct Admin

    Custom Partitioning?
    I didn't do anything with the partitioning previously so whatever you ussualy do.

    Additional Instructions?
    Do not loose those MYSQL databases, if you do you'll loose months of work!

    I'd also like to know what went wrong and paticularly rule out hacking?

    David Law

    One of your tech support then used that info to create an OSreload ticket:

    Server IP
    ##########

    Slave Drive?
    Yes

    Time Frame
    ASAP

    OS
    Cent OS 5.x

    CP
    Direct Admin

    Partitioning
    none

    Additional
    none

    Client
    David Law

    Email
    #####
    Additional inforamtion I'd supplied was missing, this is what resulted in the first OSreload mistake.

    Quote Originally Posted by HivelocityGM View Post
    Customer then opened ticket requesting OS reload

    You will see the ticket was opened via my.hivelocity with server specs filled in by customer.
    That's not true, the info I supplied was not used on the OSreload ticket.

    Now you may argue-

    Operating system?

    Same as before, Apache (forget the exact details)

    Is ambiguous, but I assumed (wrongly) you'd have a record of exactly what was loaded on the server when you gave me control and would use that installation. At that time I couldn't log into the server to check exact details since it was unresposnsive, as it's physically located where you are I expected you to check what was running prior to the crash. Is that too much to ask when I had to pay for the Osreload?

    OK mistake made lets put the first OSreload down to me not making myself clear. Fair enough?

    But what about the next OSreload where I was precise and asked for Apache 1.3.27 why haven't you discussed this here? It's within the ticket right now.

    this is what I asked for:

    Apache/1.3.37 (Unix) mod_ssl/2.8.28 OpenSSL/0.9.7a PHP/4.4.7 mod_perl/1.29

    If you couldn't supply this you should have said so as even I know installing a later version and then recovering config files from the above version is going to create problems.

    Quote Originally Posted by HivelocityGM View Post
    12) my.hivelocity details (FHI-311412) 02-08-2008

    Client requesting login to my.hivelocity which the ticket above shows he had access to it earlier.
    That's a lie. As I said before I gave the above information via your general ticket system (no idea what that is called) not the my.hivelocity login which I couldn't login to until after the second OSreload several days after the above (finally got email acesss and got a new password sent).

    Quote Originally Posted by HivelocityGM View Post
    Client then proceeded to break the new install with a faulty restore and mysql and httpd were reapaired again free of charge by us. Here is his next threat:
    I asked via the ticket for advise on recovering the sites (best way of doing it) and one of your tech support gave me the solution in detail (very good support). The problem was since Apache 2.2 was loaded the instructions supplied by your tech support messed up the server because the recovered data was for a Apache 1.3.37 system. Had the system been reloaded with apache 1.3.37 I have a feeling none of this crap would have happened.

    Quote Originally Posted by HivelocityGM View Post
    But his next reply is requesting assistance and starts telling us we reloaded with wrong software versions, as you can see above he did not specify so the defaults supplied by directadmin were installed. This ticket has now become 4 pages with multiple reloads and us restoring his files for free only to have him rant and rave about DNS issues, EMAIL issues and yet another reload due to incorrect software. NOTE: WE STILL HAVE CHARGED HIM NOTHING FOR OUR SERVICES.
    I got charged for you loading the wrong OSreload.
    You've completely missed the second OSreload, we discussed what would happen if you installed the same versions that was running prior to the crash (Apache 1.3.37) and then asked for a reload on Apache 1.3.37 but you installed 1.4* which again caused recovery problems.

    Quote Originally Posted by HivelocityGM View Post
    This ticket becomes one administration issue upon another. Towards the end of this ticket he is again complaining about directadmin and server stability. Our reply:
    Yes caused by reloading apache 1.4* etc... and not Apache 1.3.37 as requested. If you couldn't do that as part of the service you should have said. I would have paid for that to be done if it wasn't part of the service.

    Quote Originally Posted by HivelocityGM View Post
    “This issue not a problem with directadmin. The issue is you have multiple calls to apache and mysql which are eating server resources. Be advised this type of administration is typically billable at standard rates. I will try to help you out a bit before having to bill you though. What is your mysql root password? I am installing mytop to try to see which DB is the issue.”
    One of your techs asked for my Directadmin login details as wanted to check something out (he didn't say what). I was asking what he (another tech not the one who misunderstood the query and responded above) had found after loging in. I never got a response.

    Quote Originally Posted by HivelocityGM View Post
    Since his load was around 50% across the board due to mysql and httpd I restricted permissions in order to install mytop for troubleshooting. The client at this point is in the server altering god knows what as well as yelling at our techs over live chat.
    First how the hell can I yell at someone over a text based chat system?

    Second why would a server that hasn't done this prior to the crash do this now. Could it possibly be because the server software is unstable because it's a mix of Apache 1.3.37 and 1.4* configuration files because you loaded the wrong OS?

    You didn't inform me in advance you planned to limit permissions, so I check my sites to find them down again. I login and restart various services (Mysqld, HTTPD) which didn't work so did a reboot. I posted this in the ticket right after.

    One minute you complain I don't use the remote reboot to try to solve problems myself, when I do I'm to blame for you not informing your customer what you planned to do with their server, very proffessional!

    Quote Originally Posted by HivelocityGM View Post
    I finished installing the mytop and chmod 755 mysql and httpd only to have nothing work at this point. I was then kicked out of server by a reboot.
    That was me rebooting as you didn't tell me in advance HTTPD and MYSQLD would be down and when my sites are down I'm not earning money! Do you ussually turn of important parts of a server without informing the customer first that their livelyhood is about to be put on hold?

    Quote Originally Posted by HivelocityGM View Post
    I told client at this point further assistance is billable as enough is enough. We have many hours invested for him for free but when he requests assistance and then works against us. It is not the server that is unstable it is what he is doing with it. It seems basic Linux and Control Panel knowledge are lacking
    And after you left the server you'd managed to leave the firewall (which isn't configured) on which blocked access to everything except SHH, so well done there Jay.

    Quote Originally Posted by HivelocityGM View Post
    15) Only Root Access Firewall Blocking Access (NQX-682897) 02-17-2008

    Client states: Servers been unstable since this reload RLD-003155 and also states that we installed wrong software and has issues with his firewall.

    This is a self managed server and we again assisted him for free. FW was blocking his connection and was still having issues with mysql and httpd, see the end of #14 above for my comments.
    After not being able to solve the problem myself and my sites being down for over 8 hrs and posts on the ticket being ignored (like are you sure you put everything back when you logged out in a huff) I started a live chat and one of your support techs turned the firewall off. It wasn't even meant to be on (why did you turn it on Jay?).

    Quote Originally Posted by HivelocityGM View Post
    17) can't ssh(66.232.112.104) (KNL-803829) 02-18-2008

    Server rebooted for customer. Remote reboot still available.
    So I should just reboot the system whenever there's a problem?

    Good to know as that's what I've been doing since giving up on Hivelocity. I must have rebooted it 20 times already this week, but your right this server is completely stable, loading a newer Os knowing there would be config files from an older OS couldn't possibly cause instability in the server software.

    Quote Originally Posted by HivelocityGM View Post
    You can now make up your own mind as to what led to so many problems with the server. I wish OP the best of luck with his future endeavors. We hate to lose customers and certainly do not like anyone to have a negative experience with our services. We are not always a perfect fit for every customer. Unfortunately, this seems to be one of those instances. OP has my direct contact information if any personal assistance is required from this point forward.
    So know your offering me help? What happened to the "pissed off after getting kicked out due to a reboot so now you have to pay for help attitude" go to?

    Unfortunately just as soon as all my sites are transferred to a new server I'll be cancelling the one with Hivelocity. I might expect a little more help than the average unmanaged customer, but I did discuss this with Drew Adams at the time of purchasing the server (would you like me to post the email?) and he did not indicate any problems with that level of support (I guess you wanted my money and would say anything to get it).

    David Law

  31. #32
    Why didn't you request KVM access and install the OS yourself? In my experience with unmanaged service is you will only get what you ask for nothing more. So you have to be very cautious about how you do things. Also I think it would be totally out of line for me to ask to be put ahead of everyone else (paying customers for managed service) to have someone look at my problems.

  32. #33
    The OSreload wasn't free, so since I paid for the tech to load the OS I don't think it's too much to ask to install the OS I asked for.

    With the first OSreload I had no access at all so there was only one option. The second one I had SSHd access so yes I could have done it myself, though not having ever done a server OSreload before (I've setup Apache etc... on a spare PC for testing, but not something so important as this) you'd think getting an "expert" to load the OS made more sense than me trying to figure out what to install**

    **I wrongly thought Hivelocity would have set packages that they install into new servers, so would be a simple case of checking what was loaded to the server when I first took control and use those files. Any custom setups they use would be included and so I'd get a perfect match to the previous OS. Reality is they use http://directadmin.com/forum/showthread.php?t=19221 to load an OS and I'm not sure if you can be as specific as loading an old OS version using this program. Seams you specify Apache 1, 2 or 2.2 and it uses the newest version available. So it's more an update program than a recovery program.

    David

  33. #34
    Well I hope thing go well for you on your new server.

    Good Luck David!

  34. #35
    Join Date
    Aug 2002
    Location
    East Coast
    Posts
    275
    You have to be kidding me... Hivelocity did WAY more then they had to, this is a self-managed server and what they were doing for you falls under managed servers. As far as them posting your tickets, they did not include anything personal, you made claims they had to prove them untrue, and the tickets count as their sources/"evidence".

    I strongly recommend your next solution be a managed solution or that you learn system admin, otherwise your not going to be happy with any provider you pick.

    BTW issuing threats via SEO tactics is really classy.
    - 7de5igns

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