Web Hosting Talk : Web Hosting Main Forums : Reseller Hosting : Big Problem on HostNIne

[TheAnz]

Hello, i have reseller account at HostNine since 8/31/06, and still now.
there's no big problem before until yesterday.
they have problem on galaxy, here's the link :
http://www.hostnine.com/hosting-forums/maintenance-outages/3793-galaxy-issues.htmlafter more than 7 hours down, then Ben said : Everything has been restored and is good to go.
you can seet on link above.
then i check my reseller account and all my client account, all files restored, but i have problem with 1 my client. my client site : www.criteria-indah.com
the error message :
1030 - Got error 1 from storage engine
select configuration_key as cfgKey, configuration_value as cfgValue from configuration
[TEP STOP]
so i place ticket to support, they have long respon time,after around 11 hours no respon, i place new ticket, and they open it and answer my ticket, and said still working on it.
while they do that, i go search on my problem on google, and found some fact, that problem might be because of the database corupt (maybe because of the issue that makes server down), or the /tmp full and other reason, i give input to HosNine what might cause it, then expecting they to fix it ASAP.
the problem are, my client running that web shopping and need to online his site immediatly, there's already cost much for the down time, and also got important customer data on his site, so he keep calling me by phone and complaining to me and yelling, but there's nothing i can do except waiting for HostNine support to fix it, which they reply email rarely.
so i sent mail again to ask about HostNine daily backup, i want that daily backup files, or restore my client site to 1 day before the server down, so my client site will show normaly, but until now i post this , no reply from HostNine.
I already lost so much for this, my client might be gone for this, and the most importan thing, they trust will gone too...one of my client also yelling to sue me >.<
so HostNine, maybe if i post it in here, i got more attention from you?
sory i have to post it in here, because this is more than emergency for me, this is major lost for me,so sad...
my reseller : indowebs.net
my client which has problem : criteria-indah.com
support ticket : #QPK-408094 <-- after 11 hours no respon, then i place another ticket : #HAC-919188 <-- then got respon, but tell me to wait again.
the truth : i can wait and i want wait as long as HostNine need to fix it, but my client don't want to do that, so fot my client they already have 24 hours down for their site....
sory if my english not good, because english is not my primary language.
for all who have information to help me fix this problem, please help me, i'm desperated.....thanks
regards,
Chan

[SiberForum]

the truth : i can wait and i want wait as long as HostNine need to fix it, but my client don't want to do that, so fot my client they already have 24 hours down for their site....
If they are aware of the problem and work on it I suppose that posting in here will not speedup the process.

[TheAnz]

sometimes posting issue in public can give them more motivation, well, i need to let it out, because i'm stressing now, my client keep calling me...but i only can wait....

[WireNine]

Unfortunately server issues are a norm, hopefully they see this thread and fix your issue, if not pack up your bags and move. In my opinion, you shouldn't have to grab their attention by posting on a public forums.

[Jafhost]

It is a long time to be with one host. Seems to me that the server did have a fairly serious problem, and that you are lucky no data was lost.
Hopefully something simple can fix the issue (and soon).

[iHubNet-Matt]

TheAnz,
I can understand your situation. Hope some body from HostNine will be here soon to resolve your issue. Best of luck. But the title of the thread seems to be misleading.

[Ben_G]

Hello, i have reseller account at HostNine since 8/31/06, and still now.
there's no big problem before until yesterday.
they have problem on galaxy, here's the link :
after more than 7 hours down, then Ben said : Everything has been restored and is good to go.
you can seet on link above.
then i check my reseller account and all my client account, all files restored, but i have problem with 1 my client. my client site : www.criteria-indah.com
the error message :
1030 - Got error 1 from storage engine
select configuration_key as cfgKey, configuration_value as cfgValue from configuration
[TEP STOP]
so i place ticket to support, they have long respon time,after around 11 hours no respon, i place new ticket, and they open it and answer my ticket, and said still working on it.
while they do that, i go search on my problem on google, and found some fact, that problem might be because of the database corupt (maybe because of the issue that makes server down), or the /tmp full and other reason, i give input to HosNine what might cause it, then expecting they to fix it ASAP.
the problem are, my client running that web shopping and need to online his site immediatly, there's already cost much for the down time, and also got important customer data on his site, so he keep calling me by phone and complaining to me and yelling, but there's nothing i can do except waiting for HostNine support to fix it, which they reply email rarely.
so i sent mail again to ask about HostNine daily backup, i want that daily backup files, or restore my client site to 1 day before the server down, so my client site will show normaly, but until now i post this , no reply from HostNine.
I already lost so much for this, my client might be gone for this, and the most importan thing, they trust will gone too...one of my client also yelling to sue me >.<
so HostNine, maybe if i post it in here, i got more attention from you?
sory i have to post it in here, because this is more than emergency for me, this is major lost for me,so sad...
my reseller : indowebs.net
my client which has problem : criteria-indah.com
support ticket : #QPK-408094 <-- after 11 hours no respon, then i place another ticket : #HAC-919188 <-- then got respon, but tell me to wait again.
the truth : i can wait and i want wait as long as HostNine need to fix it, but my client don't want to do that, so fot my client they already have 24 hours down for their site....
sory if my english not good, because english is not my primary language.
for all who have information to help me fix this problem, please help me, i'm desperated.....thanks
regards,
Chan
I'm not sure why this was posted here as it is being resolved through the ticket. The issue here is there was a bug in cPanel changing root to an invalid account and WHMCS was causing the shell on root to be changed to /bin/false along with other issues.
After having our data center look into the issue we discovered they were convinced we needed an os reload. After they did the reload i got into the machine, mounted the old partitions and found the problem I asked them to check for originally. As soon as they fixed it the server was back online and mysql had to run crash recovery due to the crash.
If you're having issues with your innodb database we can attempt to restore that from backups without any issue.

[TheAnz]

hm... may i know who's is this?
Ben reply my ticket and said still working on my problem, so this is not solved yet
the database corrupted, what i know, before the galaxy down, that site was perfectly normal, everything is good, then after down for more than 7 hours, this is happened, and i only want that site back just like before the galaxy down....
that site not working for more than 24 hours because database corrupted, corrupted after the galaxy down...before it nothing corrupted, normal...so that's issue....
and what do you mean with innodb?
regards,
Chan

[Ben_G]

hm... may i know who's is this?
Ben reply my ticket and said still working on my problem, so this is not solved yet
the database corrupted, what i know, before the galaxy down, that site was perfectly normal, everything is good, then after down for more than 7 hours, this is happened, and i only want that site back just like before the galaxy down....
that site not working for more than 24 hours because database corrupted, corrupted after the galaxy down...before it nothing corrupted, normal...so that's issue....
and what do you mean with innodb?
regards,
Chan
As stated in your ticket it was due to innodb being corrupted. We had to go in and run the recovery mode in order to properly export the databases off of the original innodb data files. Once that was completed we had to create new innodb data files and restore the databases using innodb.
Everything is good to go now.

[TheAnz]

yes, just fixed few minutes ago. thanks HostNine for fix it, i'm not sure i can keep my client because of this, but this better than before, before my cilent check it and said everything's good i can't say all back good now
so i'll wait my client check it.
after more than 24 hours frustated, i hope this will end now, thanks

[RandyE]

Make sure you explain to your client that servers are just big computers and things happen to them that are out of any persons control. If they don't want to stay because of an issue and they yell and don't remain professional when things happen that are out of your control, maybe it is best to let them go.

[hosting guru]

If they are aware of the problem and work on it I suppose that posting in here will not speedup the process.
Your pressure is understandable,The stress is always there with Demanding customers but I think you need to wait It out some how and they'l get It sorted with.

[StartYourServer]

Your pressure is understandable,The stress is always there with Demanding customers but I think you need to wait It out some how and they'l get It sorted with.
He already posted that his issue was resolved.

[TheAnz]

yes, problem about the database corrupt fixed, sory i reply now, because i try to regain my clients trust after server down more than 7 hours, it's not hard for us to understand, but for client they hard to believe it, since they don't know much about server.thanks all for support... i hope my clients not gone....