MAJOR problems on Unix

[admin]

[quote]Originally posted by mresell
[b]

Originally posted by admin
Yes we can problem is we can only restore the full DB ourself. I am trying to see what Psoft can do about doing the parts just for him..

Admin...could you elaborate on what you mean by "full db"? Just for his acct. all your resellers or what? It would be good to know the realities of what you are able to restore, how fast and what we or customers should backup themselves. One thing I know from field work is that backups are usually never adequate and you always need them when you least expect it Thanks.

What it really means is i know crap about pgSQL not a programer.. I am almost sure Psoft can reimport all his datafrom one of our backups but I just have never heard or seen it done as i have never seen this happen before.

[ramjet]

"I am almost sure Psoft can reimport all his datafrom one of our backups"...
...yes, but can they do it before the next ice age???
I'm posting here because i'm not sure you're getting my trouble tickets.

[vonbrocklin]

So ramjet, you are still without your CP or any of your sites after three days? For the Love of God people, what if this was somebody else with 100s of clients??? Where are the back-ups? Why isn't your site back up and running after three days? Go read the horror stories on the WHT forums. This is the type of thing that has put many a well-intentioned company flat out of business in a heartbeat. A couple of months free hosting ain't gonna mean a whole lot if all your clients have abandoned ship after torching your company name into a crisp on WHT. I am truly not trying to stir up trouble around here, but this is crazy.

Yes, at this point I have to agree fully. I would like to see ramjet's sites restored from Matrix's backup ASAP. If that doesn't happen, I'd have to assume that while Matrix may be doing backups, those backups are insufficient for restoring lost websites, which pretty much makes them useless. If I were in this position and my own sites were down after three days I would be losing customers for sure.

admin?

[admin]

I am already looking in to the backups..

[BCS]

Ouch ... this is very scary. Am I reading this to mean there are no in-house backups of created sites?

[admin]

No there is and we do have one in place.. I am just saying i am looking in to his backups..

[BCS]

<whew ... sigh of relief> ... Thanks for clarifying.

[vonbrocklin]

Admin, assuming these back-ups eventually work, can you give any insight as to why it is taking so long? (When you have a chance of course :-) According to some of your previous posts, it sounded like it was a 1-2 hour process:

backup and recovery

Is the delay because ramjet actually lost his entire CP, as opposed to just his client sites? I hope you can understand our concern here . . . 3-4 days is a just long-time.

p.s. By the way ramjet, was this determined to be an official PSoft bug?

[ramjet]

ok.
Firstly before you guys panic, there are a few factors to be taken into account.
I have been travelling since this happened, and have only had access to a computer sporadically. Combine this with the fact i am in new zealand and my window of opportunity to respond immediately to emails is delayed. (Matrix arrive at work at about my midnight, and are gone more or less by my 9am).
The slowness is mostly my fault, as they have asked for certain details and i'm only just now home and able to provide them.
Now I MAY have triggered a bug (a big one), OR I may have been hacked.
Matrix are being responsive, but if it is a bug they rely on psoft, and as you can imagine the first time is tricky to verify and solve.
I have only just now (in the middle of their night) sent them what they really need.
I definitely am concerned about this- even though i am new at all this and only have one customer you could say i have potentially lost 100% of them, and indeed if i had 1000 i probably would have lost them all... but then again maybe i would have got the details to matrix quicker and had a quicker result.
Anyway, I'm the one who has the right to be pissed, but i'm not.
I will however assess both Matrix and H-Sphere and offer my opinion to you all when its resolved.
Matrix offered to set up another account with which i could easily get my one customer on air with by reuploading, setting up the mail and webscripts etc (as of today being back), but i've declined because although to do one is easy enough, I don't this is a feasable long term approach. It gets exponentially harder the more customers, which i'm sure is what you're all worried about.
I feel that Matrix is in a position that they haven't been in before, and i figure if i don't go blue and just let them solve it, then we'll all be better off if?/when it happens again.
Anyway, i'll give it a couple more days and see what comes out of this.

[Wildhunter]

Ramjet, I appreciate and admire your patience and it is nice to see that you are still cool and calm. But i think the panic button is triggered for all others, and right fully so, i may add.

Every body (including me) just want to see that if any thing like this happened to any one else how long and how quickly this could be rectified. I really don't thing any body is flaming or is upset with Matrix - it may be a bug in CP or some body's art work (hacking, it wasn't me i promise ) but this has happened.

Regardless to why and how it happened every body just wants to know how quickly it would be resolved. And even though you might feel that it is your problem and if you are not pissed off why other are meddling in, but we all are concern "what if, that happened to me" and it very well could.

Been said that, I know that MR is doing their best and you have been very, very cool about it - a true Kiwi, you must get this from being close to us [oz that is] j/k

Good luck mate!

[ramjet]

good to hear an ozzie compliment a kiwi!!!
i think our league team will be in the process of nailing yours right now!!??
I feel that if anyone wants to start timing Matrix on this that in fairness they should start in 8 hours when they get my details tomorrow morning.
Wonder how long it'sbeen since any of them had a sleep-in.

[ramjet]

brad, trouble tickets in, hopefully you're there today.

[ramjet]

admin
yawn
trouble at mill.

[BCS]

I take it from your last post that you are still a "no-go" on this issue and "Houston" has not responded?