By cklester on

I would just like to start a thread to give the guys at Drupal Value Hosting an opportunity to explain the current outage and maybe provide an ETA for when we'll be back up and running.

Or if anybody else has some insight, that would be great.

Thank you!

Comments

daniel sanchez’s picture

daniel sanchez commented

Are you able to open the backups generated through drupalvaluehosting? None of my backup.tar.gz files are opening. Just keep getting errors. This is pretty sorry. Down for five hours.

cklester’s picture

cklester commented

Do they send those backups to you or are they stored elsewhere? None of the DVH domains are working, so I can't get to them in any way.

daniel sanchez’s picture

daniel sanchez commented

I'm talking about the backups generated through cpanel. I have back ups I download every two weeks, but none of them are able to be unzipped.

alpinejag’s picture

alpinejag commented

I've had the downloads timeout on me before, you have to make sure you're getting the whole file.

jtAx’s picture

jtAx commented

I can not believe they have been down all afternoon...and with absolutely zero communication from anyone.

Why would anyone in their right mind want to have a business site hosted on DVH.

Now I probably can't even get to the backups.

If they are not back by early tomorrow morning (or at a minimum at least provided a resposne with an explanation) , I say we pursue some Consumer Fraud filings with the various states Attorneys General.

alpinejag’s picture

alpinejag commented

They aren't in the US.

matteoraggi’s picture

matteoraggi commented

if not in us, where they are?
from 19 hours al my addon sites are ko and also drupalvaluehosting.com and .info no one answer at emails is going only my main domain www.forniture-alberghiere.net then for 1-2 hours was all right, DNS is come ok again and now exactly server of all my sies is gone off, and I can't continue backing up all possible super quickly, to save all possible and move what I can, anyway I suggest to all my colegue to backup periodically using www.phpmybackuppro.net

alpinejag’s picture

alpinejag commented

The servers are in the US because DVH is leasing them from Softlayer. The buisness is based elsewhere though. When you submitted your payment through Paypal it says, "(The recipient of this subscription is Non-U.S. - Verified)"

irous’s picture

irous commented

I am patiently waiting for my site to get up as well. Everything is down. My website, email, even their support site is offline.

I've actually got some important product images hosted on my site that are linked and embedded on my eBay auction pages which can't be seen now, and bids haven't been going up for a while now :/ I'm not surprised - who wants to bid on a page of products of electronic goods where all the images are missing?

We have a lot of stock currently being auctioned and I'm hoping my site gets back up REAL soon. :(

irous’s picture

irous commented

Finally!

irous’s picture

irous commented

It's down again :(

nancydru’s picture

nancydru
she/her/hers
Primary language English
Location Boston
commented

I doubt this will make you feel any better but I had the same thing happen even with eBay's picture hosting. I had better image support with DVH than I did with eBay. All-in-all my experience with DVH is better than any other host I have used.

NancyDru

irous’s picture

irous commented

Hey, this is weird.. visit their website:

www.drupalvaluehosting.com

...and it redirects to www.xjspace (dot) com which looks like some Chinese "web hosting community"

jtAx’s picture

jtAx commented

It is apparently still down and there has been not ONE bit of information, no replies to emails, not post saying oops...nothing

I can understand and have empathy for companies who experience hacker attacks, server crashes, software glitches and catastrophic occurrences, these are all somewhat out of the immediate control of the host, but to have zero response or communication from Amit or anyone else at DVH is absolutely unacceptable.

It would take 2 minutes to communicate and appease 80% of the users, but now 100% are mad and probably looking for an alternative hosting company.

irous’s picture

irous commented

I got an email from a gmail account from them since they can't send from their comany email address. It says they're having problems with dns server clustering.

jtAx’s picture

jtAx commented

It does indeed appear to be a cluster

cklester’s picture

cklester commented

Well I'm up this morning and everything looks fine.

What does it mean that it "appears to be a cluster?"

nancydru’s picture

nancydru
she/her/hers
Primary language English
Location Boston
commented

I do not work for DVH, but I did receive an email this morning.

Today 5pm onwards we had issues with our dns server clustering.
That is the reason some of the domains were not resolving to the correct server in the cluster, this included our own main domain 'drupalvaluehosting.com' as well.

It took our entire team around 4 hours (and unscheduled downtime) to get DNS clsutering up on our network.
Now all domains and hosting accounts should be working fine, apart from a few accounts on the "HOST" machine (which included our own site)

We are still working on resolving this last issue, please feel free to contact us on this email id, while we get our official email id operational.

Certainly all my sites are back up and running.

NancyDru

matteoraggi’s picture

matteoraggi commented

from that date I esolved now fo all domains apart one, but not only I was needing to wait dns changing, but aso to wait dvh team to unlock my ip , I was banned fom my ftp and cpanel, for 2 days I used web anonym proxies to can administe my sites, it was a hell..

sonicthoughts’s picture

sonicthoughts commented

They have been down since yesterday - no reply to support tickets. I want to see them succeed but either they are being lax or just don't know how to manage this infrastructure.

matteoraggi’s picture

matteoraggi commented

in about 6 month i opened a dozen of tickets and i received 1 or 0 answers, to receive answer the best way is to send email to priyanka@drupalvaluehosting.com or to send them continuosly messages tellin that you will write about them bad service in all forums of the web and that you are super surprised that they are sponsor of drupal and use this name.

thespiel’s picture

thespiel commented

My site has been down for the past 36 hours as well. No response to multiple requests for updates.

All mid-level hosts promise the moon but don't know how to deliver what matters most: service & support. Until this recent crisis I would have given DVH high marks. What really matters is how they respond when the tech breaks. At some point, inevitably, it will. Now that they are facing a crisis, DVH isn't able to communicate in a timely and informative manner and isn't able to resolve issues in reasonable amount of time.

Not good. Not good at all.

I don't have the time for the hassles and research, but it looks like I'll be shopping for a new host very soon.

nancydru’s picture

nancydru
she/her/hers
Primary language English
Location Boston
commented

All of my sites are running and I know they were earlier today and yesterday evening.

NancyDru

matteoraggi’s picture

matteoraggi commented

I'm on MEGAMACHINE, I started to monitor sittes, with www.hyperspin.com and between friday and saturday they are gone off and online more of 20 times, plus when online I was getting very often Internal server error to pages.. and oher assistance questions are not yet answered from days.
Also uptime is about 92% anyday after this crash, mor or less..

alpinejag’s picture

alpinejag commented

I moved all my sites away after that last extended downtime, couldn't be happier. I submitted a cancellation request and emailed DVH a few times, but I haven't gotten a response back. I canceled it through Paypal already so they can't charge me again but it would be nice if they actually responded. It just doesn't seem like they even care about the business. The few times over the past year that any support tickets got responses they were just excuses and never actual answers or solutions.

nancydru’s picture

nancydru
she/her/hers
Primary language English
Location Boston
commented

We indeed had a strange coincidence of our DNS clustering going out for many hours in March and then our CORE server developing an error in the RAID array (we had to replace the faulty RAID controller) and many of our subscribers were affected. Overnight we transferred many important accounts to other servers in the cluster, but it was a very painful experience, at least we are glad that we had our new support staff working on this and more importantly no data was lost.

NancyDru