Nt20 8/28/2005

[powvex]

Admin, your techs are restoring with empty sites, how is this???

I thought we went over this once. Some of the sites do not have backups due to the server backing up at the time it it crashed and aa setting was off. Meaning some sites we do not have backups for. Thats why in the email we said you may reupload your site if it was not restored.

Originally Posted by kattouf

What about user who signed up after 8/24, would their accounts/folders be there? i suppose not...

All in all i have to express my disatisfaction with the restore procedure in place, it takes far too long. I now have signups everyday, and lost revenue because my service domain was on nt20 :-( .

But i am happy here nonetheless.

Folder and accounts would be there, but no data from use would be there.

[powvex]

WHAT?!??!

how can we upload sites about 400MB and with no backup (They are all dynamic with MDB + Images + ...)

You had backup of a week, restore from older point..

This is very ridiculous.

[draugin]

Arrgh, as luck would have it we JUST launched a website to the masses on the 24th. However, I'm seeing that some of the files never made it from the backup.

Which would be okay except I can't FTP anything. Any word on when all FTPs will be working correctly again? I really need to get this stuff up.

Does this affect MS SQL databases?

[powvex]

from site: "we only maintain backups for the past 7 days from the current date"

Thats right that would be sunday, the issue is the backup system pruned the old backup before getting the new. It had not over writen the voloum files in the backup systems thats how we were able to recover over 15GB from the backup. But some stuff was missing. We will now be keeping 2 full backups and are putting another backup system in today and have another to expand our backup time even longer.

This does not affect mssql, mail, mysql only the web server.

[nsdesign]

Are you saying that many of us (waiting an entire day now for a restore) will in fact get nothing restored??

If yes - this is crazy and should have been communicated ie: "WE DO NOT HAVE A BACKUP FOR YOU" at least 16 hours ago, so we at least could have been honest with the 1 end-user we have affected by this. Instead, we've been "lying" to him all day saying "we'll restore your site soon etc etc", when in fact this was never going to be the case.

Please confirm this thanks.

Did you not get our email?


If you did happen to get it and submited a ticket as number 2 said:

2) Some sites were not restored due to the difference in timestamps on files and what we had from our backup. If you find your site is missing, please submit a ticket and we will try and manually pull it from the backup system. Include your username and the missing sites.

We would try to pull only your backup out, if that did not work then NO we would not have it. We have some of the backups but not 100%, it hard to tell out 500 users who we restored and did not.

[nsdesign]

Your email stated the following:

"2) Some sites were not restored due to the difference in timestamps on files and what we had from our backup. If you find your site is missing, please submit a ticket and we will try and manually pull it from the backup system. Include your username and the missing sites. "


So - like you suggest, I then enter into a dialogue with your support techs, to be told things like :

"The restore is not instant it will take sometime"
"Yours is in the queue to be done, though not yet started. You are next in line"
"Your directory is ther and permissions set."


However - still ZERO change to when I looked (and first requested assistance) 17 hours ago.

So to confirm - yes - I got the email, but nowhere in this email (or in the many emails since from your techs) has anybody ADMITTED to me, that you do not have a backup. Please just be honest and tell me if this is the case...
Please see ticket #JKR-74597-544 for more info on this.

I await your reply.

[nsdesign]

Originally Posted by admin

We would try to pull only your backup out, if that did not work then NO we would not have it. We have some of the backups but not 100%, it hard to tell out 500 users who we restored and did not.

I appreciate this... but so far NO-ONE has confirmed that you were not able to restore a backup.. In Fact - on the contrary - all responses via the helpdesk seemed positive, and had me twiddling my thumbs all day waiting for a restore... So - Can you confirm it one way or the other please?...

Brad Normally I don't have a bad thing to say about vortech (I normally cannnot praise you enough), but today you've really let me down

I just spoke with the techs. I told them 3 things.

1. When they get a ticket if it has the info they need, try to restore it.
2. If number 1 does not work let them know so they may reupload there site ASAP.
3. They are triying very hard to restore as much as they can, it seems to be taking them longer then if they would ether say yes we have it or no we don't.

So I told them to give an answer some might not like it, but if we don't have it we don't have it. We can't make it come back more then we have already.

[nsdesign]

I'm sure the customers will appreciate the honesty, even if they do not like the answer...

However - I'm still in need of that "answer" (although by now I very much assume it's a "we don't have it").. Any chance you can get me this (ticket #JKR-74597-544)

Thanks

[Brangwyn]

Brad, what are you using for backups? if you've never looked at it, I'd highly recommend Dantz Retrospect over any other product out there currently for doing NT backups.

We use bacula now, we just switched over to that about a month or so ago, right after the mysql issue we had. The system is better then our old one, but it seems to have some issues as well.

I am going to check out Dantz Retrospect, do they have a unix version that can do windows and unix backups?