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ErrantWeb Fail

sleddogsleddog Member
edited October 2013 in General

VPS (in Detroit) down for 24.5 hours. No communications. No response on ticket after 2 hours.

Solus at http://my.errantweb.com/ has been down for the same time.

"Network Status" in the WHMCS points to their blog at http://errantweb.com/blog/, where the most recent post is Oct 9 about Cloudfare.

Fail.

Yes I'm having a bad (lowend) week :)

Comments

  • MorningIrisMorningIris Member
    edited October 2013

    I can confirm that the vps in Detroit is gone, no communication so far.

  • DealFinderDealFinder Member

    Looks like Detroit isn't the only thing going down.

  • WebSearchingProWebSearchingPro Member

    Has anyone tried calling their support phone number? +1 (855) 377 2689

    • I'm not a customer, just wondering since they offer that method of contact, I'm surprised no one mentioned it.
  • DamianDamian Member
    edited October 2013

    Currently: down 1d 4h 29m 18s

    -Opened a ticket. No response.
    -Called the number. No response.
    -He's usually on Google Chat/Talk/Hangouts/whatever, but he's been absent.

    Hope he's doing okay.

    (edit) I just took a look, and i've been an ErrantWeb customer since March 2nd 2012. Haven't had an outage like this before.

  • WebSearchingProWebSearchingPro Member

    @Damian said:
    Hope he's doing okay.

    Yeah, that is probably the most important thing.

    Thanked by 2dnwk Maounique
  • MaouniqueMaounique Host Rep, Veteran

    @sleddog said:
    Yes I'm having a bad (lowend) week :)

    I am afraid that it's gonna be a bad lowend year....

  • jarjar Patron Provider, Top Host, Veteran
    edited October 2013

    @Maounique said:
    I am afraid that it's gonna be a bad lowend year....

    I think this year we need a return of all of the lowend villains of the past. A popcorn budget would also do nicely. Hey @jbiloh, thoughts on a lowendbox popcorn budget? I can write the proposal.

    @Damian said:
    Hope he's doing okay.

    Same here.

  • joepie91joepie91 Member, Patron Provider 
    Hello,

The current outage is caused by a failure in our RAID on our OpenVZ server.
We have our techs working on recovering the files / raid, new hardware will
be replaced as needed. Also we have a brand new server that will be setup for
OpenVZ as needed. We have other new hardware including CPUs and a brand
new raid battery for precautions. 

More updates will be released over email as time goes on. Due to the
OpenVZ node hosting our SolusVM control panel, access to that is off
at the time. In the event that we are unable to recover all of the node
we will be bringing SolusVM online elsewhere with backups that we have
generated daily. 

If there is any file loss clients will be notified as soon as we are sure
that the files are unrecoverable. Due to the nature of this hardware
failure we are unable to provide a exact time when the server will be
fully online. This is because of the amount of files and depending
on the severety of the failure it may take more time to recover.

Shared hosting in Detroit is unaffected by this outage and is fullly
functional. OpenVZ in other locations is unafected by the outage other
than the SolusVM Panel being offline. KVM in other locations is unaffected
by this outage other than the SolusVM Panel being offline.

As soon as we get our services back to normal functionality we will
deal with any billing requests involving this service. If you are
in need of something immediate please contact us via our 
telephone line at: 855 ErrantWeb

We apoligize for any inconvinice this may have caused. This is not 
something that we watched happen, we have techs check on the status
of the disks daily and no failures were reported before this happened.

Regards,
ErrantWeb
  • Grimmy2Grimmy2 Member

    So they only have one OpenVZ node and that also hosts their SolusVM? Smart!

  • SrvisLLCSrvisLLC Member
    edited October 2013

    We have the server's files recovered. We're working on getting it all ready to go back into the data-center. A new C1100 server will also be going in. We will migrate people off of the old server on a per VM basis. Our SolusVM master will also be moving off-site. Another email will be sent out to customers shortly.

    We have been monitoring our phone support very closely, we've also tested it as of today, everything is working fine on it. Please make sure that you press 2 and say your name then press pound, you will ring all of the employee's cell phones.

    As soon as this occurred we did start working on it, refunds have been issued to who requested them. This is our first major incident in 2 years. Also while the server has been offline and recovering the file structure we upgraded the CPU's, put in new thermal paste that will keep it cooler, and put in a brand new battery backup for the Perc RAID card.

    We're still not exactly sure why it failed, that is why we will be migrating everyone off of it as soon as possible.

    We're not going anywhere, and we surely are not trying to respond to tickets and questions as much as possible. Our support line is still the best place to get support as it will contact us instantly and directly, that is why we made it.

    We appreciate everyone that sticks with us through these tough times.

    Regards,
    ErrantWeb
    855-ErrantWeb x2

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