Site repeatedly going down recently - UK Web Hosting

**Star** · #1 (**permalink**) 09-10-2008, 12:33

I've been with eukhost since April this year and have been quite pleased with the service. Over the past 6-8 weeks though my site just keeps going down every 10 days or so

I've been told it's to do with our temp folder filling up, we run out of diskspace and go down. I don't understand this though as when I check, we seem to have ample disk space. And if this is the case, why wasn't it an issue before?

Can anyone help as it is most fustrating?!

**Rsync** · #2 (**permalink**) 09-10-2008, 12:53

Hello,

We are not able to find any details for you server, can you please PM your server IP address so that we can investigate on it.

**Star** · #3 (**permalink**) 09-10-2008, 12:56

I can't seem to PM you!

my details are;

Main IP Address: 92.48.83.168

**Rsync** · #4 (**permalink**) 09-10-2008, 13:09

Hello,

It seems that you have made some configuration changes on your VPS. Some important configuration files got corrupted, let us know the exact changes which you have done on your VPS, so that we can investigate on it accordingly.

**Star** · #5 (**permalink**) 09-10-2008, 13:11

See that's the thing, we have made no changes! None of us have the knowledge to do so, everytime we go down we've had to go on the livechat to get help. I know changes have been made, but it's not from our end, they've all been made from your end!

**funkymoopy** · #6 (**permalink**) 09-10-2008, 13:26

I am a moderator on the site Star is referring to.

Can I just say we are being repeatedly told by technical help that we have been playing with configurations. WE HAVE NOT. Every time we deal with the issues on livechat, we get told we have problems with temp folders filling up and they need deleting, we get told that our folders have been increased and our settings fixed, and the same thing happens every 2 weeks.

We still, after all this time, and REPEATED requests for answers, know why our temp folders fill up so quickly. We are completely happy to pro-actively maintain our site, but no-one seems willing to provide solutions.

It is one thing to fix a problem, it is quite another to explain the problem, to avoid repeating that same problem. Obviously the latter issue isn't working at the moment.

Please advise!

**eUK-Nick** · #7 (**permalink**) 09-10-2008, 13:26

Quote:

Originally Posted by Star

See that's the thing, we have made no changes! None of us have the knowledge to do so, everytime we go down we've had to go on the livechat to get help. I know changes have been made, but it's not from our end, they've all been made from your end!

Hello Heena,

I have sent you an email to the registered address we have. Please confirm if you would like to go ahead with the vps recreation. I have detailed out the reasons for it and the benefits of the new VPS. The VPS technical support team awaits your approval.

**funkymoopy** · #8 (**permalink**) 09-10-2008, 13:27

does this cost money?

**eUK-Nick** · #9 (**permalink**) 09-10-2008, 13:30

Quote:

Originally Posted by funkymoopy

does this cost money?

It does, but we wont be charging you for it. It will be done free of cost.

**funkymoopy** · #10 (**permalink**) 09-10-2008, 13:31

also how much downtime does it involve. We need to be able to communicate to our community.

**funkymoopy** · #11 (**permalink**) 09-10-2008, 13:32

Quote:

Originally Posted by eUK-Nick

It does, but we wont be charging you for it. It will be done free of cost.

thank you, much appreciated in the light of our frustrations.

Apart from downtime, will there be any fundamental changes to the site that we should know about, either regarding user experience or visual settings

thanks

**eUK-Nick** · #12 (**permalink**) 09-10-2008, 13:44

Quote:

Originally Posted by funkymoopy

I am a moderator on the site Star is referring to.

Can I just say we are being repeatedly told by technical help that we have been playing with configurations. WE HAVE NOT. Every time we deal with the issues on livechat, we get told we have problems with temp folders filling up and they need deleting, we get told that our folders have been increased and our settings fixed, and the same thing happens every 2 weeks.

We still, after all this time, and REPEATED requests for answers, know why our temp folders fill up so quickly. We are completely happy to pro-actively maintain our site, but no-one seems willing to provide solutions.

It is one thing to fix a problem, it is quite another to explain the problem, to avoid repeating that same problem. Obviously the latter issue isn't working at the moment.

Please advise!

Hello,

The VPS technical team only logs into a VM when a customer requests support help. If there have been changes in the VPS settings or configurations, the support team will rectify it and correct them. However, if the same configs and settings seem to be distorted when the support team investigates the next time, the support team will only report what is wrong.

One of the prime reasons for the /tmp to fill up quickly is because of your script and php sessions which require clean-up. There could also be other reasons for it. We have sent an email to the owner of the vps account, which is also a ticket on the helpdesk. We have asked for her approval. We have also updated about downtime and how it can be minimised. It would be better if this issue is dealt further through the ticket which has been created for this.

**eUK-Nick** · #13 (**permalink**) 09-10-2008, 13:45

Quote:

Originally Posted by funkymoopy

thank you, much appreciated in the light of our frustrations.

Apart from downtime, will there be any fundamental changes to the site that we should know about, either regarding user experience or visual settings

thanks

I have created a ticket myself and sent an email with the details. Please have a careful look at it. All the necessary information regarding the vps recreation, downtime and data transfer has been provided in the email. We would appreciate if you update the ticket rather than the forum thread. Thank you

**funkymoopy** · #14 (**permalink**) 09-10-2008, 13:46

also, and not to labour the point, but we have spoken to technical support and followed their advice about six times in the last couple of months, and no-one has ever mentioned fundamental binary problems and not being able to investigate issues properly. The site just reappears, temp files get deleted, and we're back again for another couple of weeks

It's just extremely confusing

But if you are willing to recreate the server as you have suggested, we appreciate this is a genuine effort to help and will take any advice about getting it done (with the minimal amount of upheaval of course!)

**Star** · #15 (**permalink**) 09-10-2008, 13:48

Thank you very much Nick, we have a few more question, but will respond via the ticket.

**eUK-Nick** · #16 (**permalink**) 09-10-2008, 13:53

Quote:

Originally Posted by Star

Thank you very much Nick, we have a few more question, but will respond via the ticket.

Much appreciated. Thank you for your understanding

**4th Potus** · #17 (**permalink**) 04-11-2008, 23:00

It's gone down - yet again.

**Rsync** · #18 (**permalink**) 04-11-2008, 23:11

Quote:

Originally Posted by 4th Potus

It's gone down - yet again.

Please provide your vps IP, so that admins can look into it. As I am not able to find your VPS details.

**4th Potus** · #19 (**permalink**) 04-11-2008, 23:18

I do not understand what these words mean.

I was under the understanding we pay you, so that we don't have to worry about this.

**4th Potus** · #20 (**permalink**) 04-11-2008, 23:24

Main IP Address: 92.48.83.168 ?