Author Topic: Diner Down 6/30/13  (Read 1235 times)

Reverse Engineer

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Diner Down 6/30/13
« on: June 30, 2013, 07:51:06 pm »
We have another database connection issue, now being worked on by Support.  Hoping it gets resolved in the next couple of hours.  I couldn't work on it earlier in the day due to the Podcast with George Mobus, which went quite long.  Check back here for further updates.

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Reverse Engineer

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Re: Diner Down 6/30/13
« Reply #1 on: June 30, 2013, 11:19:45 pm »
Things are looking bad.  I am beginning to get worried now.

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Reverse Engineer

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Re: Diner Down 6/30/13
« Reply #2 on: July 01, 2013, 02:04:04 am »
I should have chronicled ALL the Support Chats here, but this one should give you the Flavor of such things.

Quote
Chat InformationThank you for contacting support.

To enhance our security protocols, we'll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you.

Please hold for the next available operator to respond.

Chat InformationYou are now chatting with 'Rahul S'

Rahul S: Hi John.

John: Hello Rahul

Rahul S: How are you today?

John: Not good. I am on my 3rd chat here, with still not so much as an update on the problem with my Forum, ongoing since this morning.

Rahul S: Sorry for the issue.

John: Yes, but what is the problem?

Rahul S: regarding your forum issue the ticket #11433840  is forwarded to Network specilists. Currently, they are working on it.

Rahul S: You will be hearing from them within couple of hours.

John: So I have been told twice already, and the "couple of hours" keep multiplying

Rahul S: Your issue will be resolved.

John: I haven't heard anything in any couple of hours along the way here

Rahul S: Once the issue is fixed they will send an email from there end.

John: can I at least get an update here on the nature of the problem and what is being done to resolve it?

Rahul S: Sure.

Rahul S: It a server side issue with the MySQL Database.

John: Ah, OK. Why is it taking so long to resolve?

Rahul S: We need to check the complete server side script to resolve the issue completely. This is reason it takes little bit of more time to resolve it.

John: Latest estimate on how long this check will take?

Rahul S: They are working on it. It will be resolved within couple of hours.

John: LOL. I have heard "a couple of hours" a couple of times here already.

Rahul S: The issue will be resolved within 2 hours.

John: Promise?

Rahul S: Yes.

John: OK. I will hold you to this one. LOL.

Rahul S: Is there anything else I can assist you with today?

John: Not for 2 hours.

John: LOL

Rahul S: Thank you for chatting. Take care and have a good day!

Rahul S: Bye!

Chat InformationChat session has been terminated by the site operator.

Let ya know in ANOTHER 2 hours if we have made any progress here.  At least now I know it is a "Server Side Issue".  That is new Info in this chat.

RE

Surly1

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Re: Diner Down 6/30/13
« Reply #3 on: July 01, 2013, 03:20:58 am »
RE,
The example of James Forestal proves that even paranoids have enemies. Nevertheless, it's probably too early to reach for the Prestone.  Plenty of other websites have run articles critical of the NSA and had yet to be taken down.

Don't forget Occam's razor.

Besides, taking down a forum is no way for the Stasi to build a case, now is it?
 :o :o

monsta666

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Re: Diner Down 6/30/13
« Reply #4 on: July 01, 2013, 07:30:38 am »
When I ran a website there was a time we suffered from a denial of service attack on the server our site was hosted. Lost access to our website for the best part of a week and we did not have any content that would get NSA interested. This kind of crap can happen. Like you though the support desk was not helpful and the case we made was that this week downtime was a breach on their policy of limiting downtime to 1%. They said Denial of service attacks are exempt from those time limits. If the website is down for more than around 75 hours then maybe you can make this argument as most hosts make that 99% uptime promise. It doesn't sound like the server was hacked and seems to be some kind of mismanagement on their back-end servers whatever that is (the support staff could be talking out of their arses to get you off their backs) so your position would be stronger than mine.

Surly1

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Re: Diner Down 6/30/13
« Reply #5 on: July 01, 2013, 07:57:56 am »
Monsta makes a good point.
Please keep us posted on what is happening. This is rather a loooooong outage...

Reverse Engineer

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Re: Diner Down 6/30/13
« Reply #6 on: July 01, 2013, 09:25:07 am »
Sigh.

Below is the latest chat.  Apparently I need to "Optimize Tables" and fix the script so it uses no more than 10 connections at a time.  Obviously, this is past my level of expertiese.  I sent another email to Peter for HELP, but this may take a while.

If I cannot get Peter, I have to go to their Design Team to get Paid Help.

No clue when it will be back up, but I am hopeful still to get it running.

Patience is in order.

RE

To enhance our security protocols, we'll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you.

Please hold for the next available operator to respond.

Chat InformationYou are now chatting with 'Rithesh K'

Rithesh K: Hi John. My name is Rithesh, how are you today?

John: Very bad. My forum is still down though promised innumerable times it would be fixed in 2 hours.

Rithesh K: We already asked you to optimize the scripts and databases in a such a way that, it should use less than 10 connections at a time.

John: I do not know how to do this. I need techical support to do it.

Rithesh K: You can optimize the database tables regularly to increase the speed of your WordPress blog.

Rithesh K: To perform the database optimization, follow the steps given below:

Rithesh K: 1. Log in to your phpMyAdmin and select the database whose tables you wish to optimize.

Rithesh K: 2. Tick the tables you wish to optimize, or simply click [Check All] to select all tables.

Rithesh K: 3. Click the box With selected: and choose Optimize table.

John: Can you not do this for me?

Rithesh K: I'm sorry, you need to optimize the database tables from your end.

John: I wll go look, but this I think is past my level of expertiese. Is there paid support that can help with these things? I am not in contact at the moment with the tech who installed this for me

Rithesh K: Okay

Rithesh K: We have a team of skilled and professional Web Developers to create a classy, customized design for your Web site. To learn about this service, please visit the link at: http://www.powweb.com/design/

John: I don't see any live chat there

Rithesh K: There is no Chat support for design issues.  You can Call toll free at (877) 513-7446.

John: is it 24/7?

Rithesh K: Yes

John: OK I will try that after I try myself what you said. The admin page you are talking about is here on powweb, correct?

Rithesh K: Yes, you need to access phpMyAdmin interface under control panel. 

Rithesh K: To access phpMyAdmin, please follow the steps given below:

Rithesh K: 1. Log into the control panel with your account username and password.

Rithesh K: 2. Click on ‘MySQL Database’ under ‘Website’.

Rithesh K: 3. Click on the database name under the ‘Manage Databases’ section.

Rithesh K: 4. Click on the ‘Access phpMyAdmin’ icon in front of the database user.

John: I am looking at the mySQL page now

Rithesh K: Do you have any other questions?

John: yes

Rithesh K: What is your new question?

John: I am on the access phpMyAdmin page

John: what do I do now?

Rithesh K: Yes, please follow the above given steps.

John: I don't see an "optimize databases" choice

Rithesh K: Log in to your phpMyAdmin and select the database whose tables you wish to optimize.

Rithesh K: Click the box With selected: and choose Optimize table.

John: There is a long list on the left

John: a bunch of tabs on top

John: I don't see Optimize table anywhere

Rithesh K: Infront of the option Check tables having overhead:  choose Optimize table from dropdown box.

John: OK I clicked on 1 table and found Optimize in Operations

John: I clicked Optimize for that table

John: do I have to do that for each one?

Rithesh K: Yes

John: ok starting now

Rithesh K: Click  Check All  and it wil select all tables

Rithesh K: Then choose Optimize table from dropdown box.

John: I don't see a Check All option

Rithesh K: I can see all Check All option

John: At the top of the list there are 4 icons

John: then below that is a file labelled gll_hjggakkcbl(31) with 31 tables listed under it

John: no check all option

John: btw, each time I optimize a table, it says "table already up to date"

Rithesh K: Also you need to setup script such a way that it should use less than 10 connections at a time.

John: how do I do that?

Rithesh K: It is your script related issue and we do not provide support for that.

Rithesh K: Please contact your web developer to correct that issue.

John: arggghhhhh!

Rithesh K: I'm sorry about that. I understand your concern.

John: This is very bad

Rithesh K: You can Call our design specialists toll free at (877) 513-7446.

Rithesh K: Do you have any other questions?

John: Not right now.

Rithesh K: Thank you for chatting with us. Please feel free to contact us at any time. We are available 24x7.

Rithesh K: Bye!

Chat InformationChat session has been terminated by the site operator.

Surly1

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Re: Diner Down 6/30/13
« Reply #7 on: July 01, 2013, 09:39:35 am »
Jesus Bleeding Christ on a cracker!

There is a reason that in "Dilbert," Mordak of IT is referred to as "the denier of information services."

The chat you just posted is truly Kafkaesque.

At least you may be reasonably assured that it is a little early for paranoia. We are, in the scheme of things, pretty small potatoes.

Good luck and much patience working through this.

jdwheeler42

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Re: Diner Down 6/30/13
« Reply #8 on: July 01, 2013, 09:57:56 am »
There's a reason I liked Zope as a Content Management System: it produced dhtml output, so when it broke, you were left with pages that didn't change instead of everything going away.

My take on that latest chat session?  You know how "someday" you will be big enough to need to go to a dedicated server?  With all the podcasts and such, someday is today....

Reverse Engineer

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Re: Diner Down 6/30/13
« Reply #9 on: July 01, 2013, 10:21:28 am »
There's a reason I liked Zope as a Content Management System: it produced dhtml output, so when it broke, you were left with pages that didn't change instead of everything going away.

My take on that latest chat session?  You know how "someday" you will be big enough to need to go to a dedicated server?  With all the podcasts and such, someday is today....

Yes, my general take on it at the moment is that there was enough traffic that they decided to shut down the forum in order to get more money being paid in here than for just the server space.  Probably if I buy "Development Help" from the Design Team it goes back up.  I'm sure the fix is pretty easy if you know what you are doing, but I don't.  I am HOPING Peter drops in to ride to the rescue.  If not though, I fork over more FRNs.

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Reverse Engineer

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Re: Diner Down 6/30/13
« Reply #10 on: July 01, 2013, 02:48:55 pm »
OK, 24-48 Hours on a Paid Support Ticket.

We should be back in bizness by Wednesday.

RE

Surly1

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Re: Diner Down 6/30/13
« Reply #11 on: July 01, 2013, 03:11:13 pm »
Wednesday.

Can they give you any recommendations on how to avoid this in the future, or any maintenance, on a "paid" ticket?

Reverse Engineer

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Re: Diner Down 6/30/13
« Reply #12 on: July 01, 2013, 05:13:26 pm »
Wednesday.

Can they give you any recommendations on how to avoid this in the future, or any maintenance, on a "paid" ticket?

Probably not any advice I am qualified to follow.  What I probably need to do is buy a regular Maintenance Contract if Peter is not going to be helping out.  That will radically raise the costs.

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Reverse Engineer

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Re: Diner Down 6/30/13
« Reply #13 on: July 01, 2013, 05:51:21 pm »
Peter dropped in on the support ticket also.  Still down though.

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Reverse Engineer

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Re: Diner Down 6/30/13
« Reply #14 on: July 01, 2013, 08:29:54 pm »
Rolling in the Heavy Artillery.  Haniel is going to get one of his DB techs to look at it.   ;D

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