unplanned maintenance on 87.117.201.122 ( Windows Server ) - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**cybersnapper** · #1 (**permalink**) 28-08-2007, 13:58

Hi,
My website hosting has been down since at least 8.30 this morning and it this moment is still down. Can you tell me what the problem is and when the server will be on line. This kind of outage is not very good for me as I'm getting calls from my clients asking why they cant see my web pages.
I am also unable to ftp into the server.
Domain name: ipan360.net.
This issue is now urgent and needs to be resolved ASAP. I have spoken to the help desk a couple of times today but they wern't much help. I hope you can be.

Willie

**flesso** · #2 (**permalink**) 28-08-2007, 14:29

Quote:

Originally Posted by cybersnapper

Hi,
My website hosting has been down since at least 8.30 this morning and it this moment is still down. Can you tell me what the problem is and when the server will be on line. This kind of outage is not very good for me as I'm getting calls from my clients asking why they cant see my web pages.
I am also unable to ftp into the server.
Domain name: ipan360.net.
This issue is now urgent and needs to be resolved ASAP. I have spoken to the help desk a couple of times today but they wern't much help. I hope you can be.

Willie

Tucano, the server on which your website hosting is hosted is having come maintenance work done to it, security updates are also being applied to the server.

**cybersnapper** · #3 (**permalink**) 28-08-2007, 15:00

Thanks for the reply Josh. What I was really hoping for an answer to is when the server should be on line again. Something unplanned must have happened. I would expect upgrades and maintenance to be carried out during off peak periods during the early hours. I would like a proper explination of why this happened and what steps were taken to resolve it.
Willie

**flesso** · #4 (**permalink**) 28-08-2007, 15:03

Quote:

Originally Posted by cybersnapper

Thanks for the reply Josh. What I was really hoping for an answer to is when the server should be on line again. Something unplanned must have happened. I would expect upgrades and maintenance to be carried out during off peak periods during the early hours. I would like a proper explination of why this happened and what steps were taken to resolve it.
Willie

Hi Willie,

I'll get a senior to update this thread ASAP.

**Zammo** · #5 (**permalink**) 28-08-2007, 15:06

I was just about to come on here and post the same thing.
I was told that there was a hardware problem at 11:00 am, but since then I've heard nothing. And my website hosting is still down.

**eUKhost.com** · #6 (**permalink**) 28-08-2007, 15:22

There was an unidentified Memory Virus which infected some System Files on the server. We managed to remove this Virus but some system files were lost in the process which have stopped all sort of incoming traffic on the server.

We are logged in on the server but none of the system repair programs or backup utilities are working right now. We are trying our best but there seems to be no solution as of now. I will be able to provide an ETA in next 2 hours as we dont have any predefined solution for this problem.

**WelshTom** · #7 (**permalink**) 28-08-2007, 17:13

Quote:

Originally Posted by eUKhost.com

There was an unidentified Memory Virus which infected some System Files on the server. We managed to remove this Virus but some system files were lost in the process which have stopped all sort of incoming traffic on the server.

We are logged in on the server but none of the system repair programs or backup utilities are working right now. We are trying our best but there seems to be no solution as of now. I will be able to provide an ETA in next 2 hours as we dont have any predefined solution for this problem.

That's the exact reason Windows hosting sucks.

**rilybot** · #8 (**permalink**) 28-08-2007, 17:48

Is there an ETA yet, 2 hours was a while ago?

**cybersnapper** · #9 (**permalink**) 28-08-2007, 18:54

Quote:

Originally Posted by eUKhost.com

There was an unidentified Memory Virus which infected some System Files on the server. We managed to remove this Virus but some system files were lost in the process which have stopped all sort of incoming traffic on the server.

We are logged in on the server but none of the system repair programs or backup utilities are working right now. We are trying our best but there seems to be no solution as of now. I will be able to provide an ETA in next 2 hours as we dont have any predefined solution for this problem.

Hi,
this sounds like a huge and depressing problem. We are now at 12 hours plus without a hosting service, and I would like to know what the solution is and when the server will be up and running. While your engineers are looking for a solution, my phone keeps ringing with clients asking why they cant see anything on my website hosting.

Willie

**grahamcjones** · #10 (**permalink**) 28-08-2007, 19:58

I have to say I'm not impressed, I have windows reseller account and the server has been down all day. I was told by a technician at 4.40pm that the problem 'may' involve reloading the server which 'could' take 6-7 hours. Hmmm! I've been a network engineer for more years than I'd care to remember and use 5 different hosting Companies throughout the UK, in order to spread my risk, damned good job I do as this server has been down for over 18 hours now not a good situation by any means. I'll monitor things tonight but am holding the support technician to his word so 7 hours from 4.40pm gives us 11.40pm let's see if we're up and running then?

Point to note: I recently had lunch with a`senior HSBC manager and we were discussing Credit Card Payment Processing Facilities, you all maybe interested to know that Hosting Compnaines in the UK are now classified by the Big Four Banks as High Risk, I wonder why? No I don't actually!

**grahamcjones** · #11 (**permalink**) 28-08-2007, 20:02

I agree entirely, I have several website hostings hosted on this server two of which receive over 1500 visitors per day, our phones haven't stopped, my staff have had to 'lie' and say it's a temporary problem. Not a good line to have to take! I'll be moving these website hostings to another host, I use 5 different ones in order to minimise my risk but an 18+ hour outage is totally unacceptable.

**eUKhost.com** · #12 (**permalink**) 28-08-2007, 20:03

I can understand what sort of problems you must be having on your end but we are still short of a solution for this problem. I need 1 hour more to make a decision. If things don't work out then we will migrate all data on a new server and all accounts will be restored on a new server. Restore process can take 6+ hours so we are trying to sort out problems with other options.

Our Windows System Admins are completely disappointed and they wish to switch to plesk completely ASAP. We have 2 backups of this servers out of which one was done on 12th and other was done on 25th. We tried to restore backup of 12th on another server but that failed to restore IIS Web Server entries as well as user information. Both these backups were taken with the RebuildExpress utility purchased from Hostingcontroller.

We will credit accounts of all customers hosted on this server but there's nothing much that can be done from our end to bring all website hostings online immediately. If any of you would prefer to get your account setup on a Plesk server right now and want us to restore your databases and www data then please open a ticket with our windows technical department and they will get it done for you. Nameservers will change in this case which will add downtime of another couple of hours.

~~EazyUKHost~~ · #13 (**permalink**) 28-08-2007, 21:16

I've been a Sys Admin for over 9Years and i've never know for a server to be down for so long, I would have thought it would be just a matter of reinstalling windows and restoring from Backups, and that does not take all day.
My Customers are not Happy...

**eUKhost.com** · #14 (**permalink**) 28-08-2007, 21:49

Quote:

Originally Posted by EazyUKHost

I've been a Sys Admin for over 9Years and i've never know for a server to be down for so long, I would have thought it would be just a matter of reinstalling windows and restoring from Backups, and that does not take all day.
My Customers are not Happy...

Please advise how to restore accounts of 400 customers on a troubled hostingcontroller server. You may have 9 years experience but our experience on Windows is better and our Windows Team can sort any sort of technical problems with windows servers. Its just hostingcontroller which has plagued our efforts as we are running short of solutions due to hostingcontroller.

**eUKhost.com** · #15 (**permalink**) 28-08-2007, 23:05

We have re-installed Windows OS now and we are restoring backups from 25th. D: is intact so the MSSQL databases as well as home directories have latest data.

Restore process should not more than few hours to complete.

Rock · #16 (**permalink**) 29-08-2007, 00:08

Quote:

Originally Posted by EazyUKHost

Hi, Please dont forget to install the Latest Ajax Extensions, Thanks.http://www.microsoft.com/downloads/d...displaylang=en

That'll be done for sure. Also, as per your earlier post about moving over to Plesk, I'd make a general request (& a personal recommendation) to all the clients that they have a choice regarding the migration. Backup & restore facilities in Plesk are more robust than that of HC.
We can create an account on a different server with Plesk on it & you can transfer all of your data within 2 to 3 days. Let us know if you are comfortable with it, we'll assist you with the data transfer. Email windows@eukhost.com if you are interested with moving over to Plesk.

**rilybot** · #17 (**permalink**) 29-08-2007, 05:55

I know this is obviously a big problem, however I have three big client's website hostings on this server and if I lose them over this debacle then I am gonna be seriously screwed. I need to know how long this is going to take to sort out (although every timescale given to date has been totally wrong).

Is there anything you can put in place to allow people ftp access to their data, (databases and website hosting files), I currently feel like my hands are tied with no viable solutions being offered...

Another update on how the restore is going would be good, in theory you shouldn't be far from being finished now?

**Munchio** · #18 (**permalink**) 29-08-2007, 06:59

Well my website hostings are still down now as of 8am this morning

Well over 24 hours now

**cybersnapper** · #19 (**permalink**) 29-08-2007, 07:00

Quote:

Originally Posted by Rock

Also, as per your earlier post about moving over to Plesk, I'd make a general request (& a personal recommendation) to all the clients that they have a choice regarding the migration. Backup & restore facilities in Plesk are more robust than that of HC.
We can create an account on a different server with Plesk on it & you can transfer all of your data within 2 to 3 days. Let us know if you are comfortable with it, we'll assist you with the data transfer. Email windows@eukhost.com if you are interested with moving over to Plesk.

Hi,
What implications are there for me to move over to Plesk? I am not an experienced sys admin so am not sure what i would be letting myself into. From what other people have told me before, I would have better hosting on a Unix based server. What would you think?

**grahamcjones** · #20 (**permalink**) 29-08-2007, 07:50

Quote:

Originally Posted by eUKhost.com

We have re-installed Windows OS now and we are restoring backups from 25th. D: is intact so the MSSQL databases as well as home directories have latest data.

Restore process should not more than few hours to complete.

Your timescales are hopelessly unprofessional, at 16:40hr I was told 6-7 hours, checked at 23:40hr still down, then you say at 00:05hr on wednesday 2 hours, here we are at 08:45hrs the follwoing day and still server is completely down, I'm already moving some website hostings back to another host, very very bad support on this outage!