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  • woodpecker
    replied
    Re: High server load

    I've seen a lot of high io wait times recently, this morning it was noticeably worse, live chat were as useless as ever so I logged a ticket to which no one bothered to reply, shortly after logging the ticket VM5 was dead for over an hour, 3 ecom sites down on one of the busiest weeks of the year!

    All support want to do is log into our VM, that's not going to happen, the issue appeared to be either the network bandwidth to the SAN or the SAN itself, at times we were seeing 99% io wait on 4 cpu cores which threw the load up and jammed the server.

    It seems to have settled now but as usual its too little too late...

    This isn't the first time this has happened, if you can't get your act together we'll have to move to something more robust.

    Leave a comment:


  • Rock
    replied
    Re: High server load

    Originally posted by squidier View Post
    It seems alright at the moment.
    What was the problem?
    Thank you for the confirmation Jane. We'll respond to you on the exact cause behind this.

    Leave a comment:


  • squidier
    replied
    Re: High server load

    It seems alright at the moment.
    What was the problem?

    Leave a comment:


  • Rock
    replied
    Re: High server load

    Originally posted by squidier View Post
    Any updates? It's been 3 hours now - the service status page says fixing it would take minutes.
    I've updated the status page. Please let me know if you still see any sluggishness with the servers.

    Leave a comment:


  • Rock
    replied
    Re: High server load

    Originally posted by squidier View Post
    ...and I can't start mysqld
    Hi Jane,

    I can see that MySQL is back online now. Please let us know if you see any other problems with the services.

    Leave a comment:


  • squidier
    replied
    Re: High server load

    Any updates? It's been 3 hours now - the service status page says fixing it would take minutes.

    Leave a comment:


  • squidier
    replied
    Re: High server load

    ...and I can't start mysqld

    Originally posted by Rock View Post
    Hi Jane!

    The storage is a bit slow at the moment as the VMs are starting up. We'll keep you posted on the status.

    Leave a comment:


  • Rock
    replied
    Re: High server load

    Originally posted by squidier View Post
    Looks like it's gone down again today.
    Originally posted by squidier View Post
    Back up but still a bit slow, as it has been all day.
    Hi Jane!

    The storage is a bit slow at the moment as the VMs are starting up. We'll keep you posted on the status.

    Leave a comment:


  • squidier
    replied
    Re: High server load

    Back up but still a bit slow, as it has been all day.

    Leave a comment:


  • squidier
    replied
    Re: High server load

    Looks like it's gone down again today.

    Leave a comment:


  • EUKJenna
    replied
    Re: High server load

    Good Afternoon,

    We are sorry to hear that you have all been affected by yesterdays outage.

    So that we can address your concerns and SLA claims, please can you contact: [email protected] with your queries.

    We are currently awaiting more information and an incident report and we will update all tickets and claims as soon as possible.

    Kind Regards,
    Jenna Strong
    Customer Relations
    eUKhost

    Leave a comment:


  • jamie07051975
    replied
    Re: High server load

    The status is page is pointless, its still not updated (looks the same as it did yesterday). It took 12 hours for me to get a reply from your staff after I created a support ticked marked as "Emergency" at around 12:15 midday yesterday.

    I'm a web developer not a server technician and I put the above details together in a matter of minutes but your support staff on live chat had no clue what I was talking about.

    As I had no reply from you yesterday I had no option but to start moving sites away to another provider. I may only have a handful of servers with you but I'm sure others are feeling pretty shocked with the level of "failover, redundancy and responsiveness" as mentioned by ejsolutions.

    I have been sold extras in the past which I have never needed, and only when a member of staff from another department got involved was I told what the real issue was and how it could be fixed. Pro-active monitoring never worked, even after I sent in three support tickets when the server went down and no-one was alerted. The last time I was told it was now working, yet logging I could see myself that it wasn't working.

    Had enough now.

    Leave a comment:


  • ejsolutions
    replied
    Re: High server load

    A network problem to the disc array could look as if the disc is overworked. This has happened in the past (on a different node/array).

    I'm not impressed at all with today's 2.5 hour downtime, nor the appalling Live Chat and initial phone call that I made. Only once a member of Customer Support was contacted, did something constructive happen, though with no clues as to what the fault actually was.

    [Who said failover, redundancy and responsiveness?]

    As a side note the eukstatus web page is an utter waste of space. It remained static with no updates for 2 hours: what is the point?!

    It looks as though little has been learned from the debacle just under a year ago, when the transfer to the new data centre went as smooth a 150 grade sandpaper.

    EJ

    ----------------------------------------------------------------------------------------
    I'll quote from the sales blurb on the main EUKHost website and just say, caveat emptor.

    "Whilst failure of the server hardware or network components would take a standard hosting environment offline, our cloud environment has been engineered to specifically target these issues.."

    Leave a comment:


  • eUK.Ed
    replied
    Re: High server load

    We are very sorry about the disruption that this mornings incident on one of our VMware Cloud clusters has caused, the issue should now be resolved. If you are still facing issues please contact our support team as soon as possible as your particular case will need to be looked into in more detail. We are currently compiling a report on today's incident which will be available as soon as possible.

    Kind Regards,

    Ed Berry

    Leave a comment:


  • jamie07051975
    replied
    Re: High server load

    Thanks for the PM Jane - couldn't reply (not enough posts)

    Leave a comment:

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