Mssql5 - 2/19/07

MSSQL5 is back up now. It was down for a few hours due to hardware failure. If you have any problems please submit a ticket to support.

[edangond]

Josh,

Mssql5 is down again, and that means that ALL OF MY SITES ARE DOWN!!!! I placed a ticket but I haven't received an answer. I really need to have answers for my clients because they will start calling in abou five minutes!

Please help me.

[sandyx]

still down

[opt2004]

MSSQL5 and MSSQL11 are both down.

[Vixen]

Josh is currently in the datacenter working on the server, therefore at this time we do not have an ETA until the problem is diagnosed.

**For those who are continually submitting tickets telling the techs that the servers are still down, please refrain from doing so as it only causes delays for everyone.

[sandyx]

hi , i am now getting an authentication error ; do we need to chnage any code ?

[admin]

no don't make any changes.. The system should be fully back up soon.

[admin]

mssql11 seems fine I just logged in to it and checked it. mssql5 is almost done and the DB's should be back up now, he is installing H-Sphere right now on mssql5 so it should not be much longer. No data was lost all data is on a 2nd drive.

[sandyx]

hi , is all the data live. lot of code on the site is breaking ; which earlier it was not .

[admin]

Should be. PM me one of the domains using mssql5 and I will take a look.

[opt2004]

see above

[opt2004]

My scripts showed "DATABASE DOES NOT EXIST" or an ERROR that said "Login failed for user. Reason: Not associated with a trusted SQL Server connection." for more than 11 hours and all they will give me is credit for 5 hours.

This is customer service at its finest.

[antic]

Originally Posted by Josh

MSSQL5 is back up now. It was down for a few hours due to hardware failure. If you have any problems please submit a ticket to support.

Was that the first we heard of it, after a few hours?

Are there monitors for the SQL servers like there are for the web servers.. surely notice should have been posted as soon as it went down?

[Brangwyn]

"Login failed for user. Reason: Not associated with a trusted SQL Server connection."

Usually thats a sure sign that the server hasn't been configured for SQL Logons but Windows authentication only, something that probably wasn't detected until after Techs had thought the server was rebuilt and running, worthy IMO of a service credit for the full duration.

[opt2004]

Actually, the first 6-7 hours was "SERVER DOES NOT EXIST", then after a about 2 hours when they started working on the trouble ticket, that is when I started seeing the other error.

I have been with Vortech since July 2004 and have experienced some days of extra downtime (around scheduled downtime such as maintenance) and at least 5 major unscheduled downtime events. I have only requested credit when it was major and this was major. When I spoke to the tech (Jef), he said when he came in that morning there was over 40+ tickets. Hardly anyone documented anything on the forum here, but he said many others were affected. If you look at Nagios, it still is reporting some major error (for the past 2 days).

I was on the phone and replying back to trouble tickets for 5 hours that day, being very patient with them. I was frustrated but just knew they would take care of my credit at the end of the day. Well, I have learned not to count on Vortech for anything now.

I have sent over 5 messages requesting they tell me the 5 hour time span they believe the server was down. They will not do it. In fact, Billing just replies back with the message "Credits are at our discretion and per our monitoring software."

When I put my ticket in at 9:01 AM, I called support. Jef answered and said he had just gotten there and that Josh had JUST gone to the data center. At that point, the server had already been down for 8 hours, before they even went to the data center. I believe this is a case of a tech that fell asleep for 8 hours not watching or not caring about the warnings on Nagios and then once caught with pants down, is telling Billing that it was only down from the time the tickets started coming in.

This is absolutely the worst customer service experience that I have received yet at Vortech.