Hosted system has been down for hours

athanasiusrc · **Hosted system has been down for hours -** 21-08-2006, 06:14 PM

Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111)

greengiant · 21-08-2006, 06:40 PM

If you have not done so already, you should open a support ticket for this.

christinasc · 21-08-2006, 06:46 PM

Same situation here, I just submitted a critical ticket.

Was there a new release of the hosted support system?

Phobert · 21-08-2006, 06:59 PM

No, there wasn't a new release that I know of. I am on hosted as well and ours is up, so its possible that the server hosting your instance is down.

greenofrls · 21-08-2006, 10:22 PM

I believe it's Server 6 that's down. It happened a couple of months ago and we were down for a few days. I"m not too thrilled about this.

athanasiusrc · 22-08-2006, 12:36 AM

Ticket YHY-800894 submitted.

christinasc · 22-08-2006, 12:42 AM

I just got this from Varun:

Hi Christina,
We are aware of the issue and are following this up with our dedicated host provider.

We will post an announcement on forums as soon as the issue is resolved.

Regards,

Varun Shoor
------------------
Kayako Infotech Ltd.
http://www.kayako.com

Ticket Details
===================
Ticket ID: MTF-181549
Department: Support
Priority: Critical
Status: On Hold

greenofrls · 22-08-2006, 06:25 AM

How about a post on the boards that tells us what is wrong and the next steps you are taking to remedy the problem. Also, since this hosted server has gone down 3 times in the last 3 months, it should probably be s****ped.

Our businesses can't depend on a problematic server and kayako can't expect us to pay for one. Kill it and get a new one, like Server 5, it's been up for over 250 days

**bear** · 22-08-2006, 11:49 AM

See this post for information on the outage:
Server6 Issues

greenofrls · 22-08-2006, 03:48 PM

This is fine and dandy, but at what point do they say forget it and build a completely new box

willp2 · 22-08-2006, 05:32 PM

If you are going to provide hosting services for your end users, you really owe it to them to be running some fault tolerant hardware, in this case it sounds like a simple RAID setup could have saved the day.

Things like hard drives and power supplies fail all the time. Providing a hosted service without addressing some basic fault tolerance and having a plan ready to go “when” servers fail is reckless. It also sounds like your backup scheme may need improving if there is a plan at all. You need to recover data from the drive to get back online? That sounds very sketchy.

Yes doing this may cost a few more bucks, but this is your business isn’t it?

Sorry if I misinterpreted the situation.

-Will

greenofrls · 22-08-2006, 05:48 PM

I wouldn't mind paying a few more bucks for this at all, how about the rest of you?

willp2 · 22-08-2006, 06:03 PM

I agree. It would be worth the cost if done well. Although honestly it could be a good selling point for them as well.

greenofrls · 22-08-2006, 06:13 PM

Any ETA on the rebuild?

athanasiusrc · 22-08-2006, 11:10 PM

Did you see the update?

I do appreciate the upgrade but we don't need an upgrade (we would have bought support suite if we needed it) - we need our 200 tickets, help files and customized templates back!

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athanasiusrc Offline Member Posts: 42 Join Date: Jun 2006	Hosted system has been down for hours - 21-08-2006, 06:14 PM Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) Aquinas and More Catholic Goods

greengiant Offline Member Posts: 103 Join Date: Feb 2004	21-08-2006, 06:40 PM If you have not done so already, you should open a support ticket for this.

christinasc Offline Member Posts: 69 Join Date: May 2006	21-08-2006, 06:46 PM Same situation here, I just submitted a critical ticket. Was there a new release of the hosted support system?

Phobert Offline Member Posts: 32 Join Date: Jul 2005	21-08-2006, 06:59 PM No, there wasn't a new release that I know of. I am on hosted as well and ours is up, so its possible that the server hosting your instance is down.

greenofrls Offline New Member Posts: 16 Join Date: May 2006	21-08-2006, 10:22 PM I believe it's Server 6 that's down. It happened a couple of months ago and we were down for a few days. I"m not too thrilled about this.

athanasiusrc Offline Member Posts: 42 Join Date: Jun 2006	22-08-2006, 12:36 AM Ticket YHY-800894 submitted. Aquinas and More Catholic Goods

bear Offline Community Moderator Posts: 701 Join Date: Jan 2005	22-08-2006, 11:49 AM See this post for information on the outage: Server6 Issues ...read me...

greenofrls Offline New Member Posts: 16 Join Date: May 2006	22-08-2006, 03:48 PM This is fine and dandy, but at what point do they say forget it and build a completely new box

greenofrls Offline New Member Posts: 16 Join Date: May 2006	22-08-2006, 05:48 PM I wouldn't mind paying a few more bucks for this at all, how about the rest of you?

willp2 Offline New Member Posts: 14 Join Date: Oct 2005	22-08-2006, 06:03 PM I agree. It would be worth the cost if done well. Although honestly it could be a good selling point for them as well.

greenofrls Offline New Member Posts: 16 Join Date: May 2006	22-08-2006, 06:13 PM Any ETA on the rebuild?

athanasiusrc Offline Member Posts: 42 Join Date: Jun 2006	22-08-2006, 11:10 PM Did you see the update? I do appreciate the upgrade but we don't need an upgrade (we would have bought support suite if we needed it) - we need our 200 tickets, help files and customized templates back! Aquinas and More Catholic Goods