gmichel

And another unhappy client here!

My Main domain on reseller account has been suspended!

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Reason:
Your account dmak.net has been suspended or a file disabled in it for the following reason:

MySQL Overload
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MySQL Abuse from the database - dmakane_pphlogger is causing high server load on the server.
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I would like to know why at Surpass the account is suspended without any notice that there is something causing a problem? Why is the script causing the problem not disabled first? Why is Surpass not contacting us, client, to talk about the problem? Why am I forced to purchase dedicated when my choice would be to disable what is making the problem? Why is it taking so long after sending a ticket to have this resolved?

It is not in suspending long time client accounts that you are going to keep them. We lose business during downtime and that is just this business that can enable us to upgrade to dedicated in the future. We lose business and you lose too. Not a win-win situation.

I am very unhappy and disappointed.

Michel

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gmichel in Bangkok
www.eLottoSyndicate.com

markscns

Actually if you count on the site for income, then a dedicated is the only way to go. You can post your ticket number here in case staff visits the thread, as that is often useful.

Do you already have a ticket filed for this issue? If not, fill one out right away.
http://desk.surpasshosting.com

Keep in mind, suspension related issues take longer, as they have to go through the abuse department.

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twinlakeweather.us SH92

Kayla

gmichel,

What is the database pphlogger for - are you even using it?

It was causing the server to completely crash. Your site was not loading. No other sites on the server were loading.

This means other customers on the server were down and you were as well.

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Kayla

The application attached to that database needs to be removed ASAP because of the problem it was causing. I unsuspended the site.

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gmichel

Hello,

Ticket is BZL-659844
I see that there is an instant response with a post in this Forum... not like the ticket system.

I was not aware of the problem with this database pphlogger. This script is a stat counter that we have been using since the first day at Surpass, 3 years ago. There is an issue with it for the first time now.

If it is causing problems, well I agree that you disable it so we can discuss of any solution, including upgrading to VPS or dedicated.

What I am complaining about is the non-communication and suspension of accounts without notice.

Thanks to solve this issue as soon as possible.

Michel

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gmichel in Bangkok
www.eLottoSyndicate.com

Kayla

I completely understand your frustration here - normally certain files or databases are just disabled, we do not suspend the entire site. Depending on work load in the day and different situations, some sites are handled differently.
We have been auditing servers in the past month much more heavily and are uncovering sites and applications which are creating extreme server load at certain times of the day, so it appears this is what happened with your site, in efforts to make Pass9 faster and find any rogue processes. You may not have noticed issues with the program before, and we also may have not noticed, until now.

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infinite110

gmichel i had a similar problem with 24hourhiphop.com i was using phpThumb to serve up my images and it ws causing problems with the server. The script was disabled but when i asked support why i cound not edit or delete the file they just passed the ticket to abuse division.
I finally got them to delete the file and recoded my site to use phpThumb2.php which worked for a day, same problem.. file became inresponsive. Had them delete that file recoded my site to use phpThumb3.php... less than 24hours the account was suspended.

This was due to Surpass Hosting not making the problem clear.

1 admin was restricting access due to overload in php while another admin was reading my support tickets and not understanding the underlying issue.

I told SurpassHosting that i was moving the site to Blue Host for phone support and i recieved a message saying that the problems i was having with their server would happen with the new host, so i monitored the site closely for the first 2-3 days. We get more traffic now and we dont have any problems we were having on our shared pass13 surpass hosting server.

I dont understand why Surpass pushes for dedicated server for real support. There are alot of site out there who work on a smaller scale that need sell products, that dont need a dedicated server solution. I suggest unless you are using a Dedicate Server Solution from Surpass that another host with Phone support for their shared accounts would be a better solution.

gmichel

So what is the problem with this script?
Is it that it is taking too much database space or too many connections at the same time???
Is there someone who can explain?
Because if the script is causing problems on a share it will also do the same thing on a dedicated, except that only our websites will be affected.

Thanks.

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gmichel in Bangkok
www.eLottoSyndicate.com

Kayla

We'll answer in the ticket shortly - thank you for your patience in this.

There is no need for you to get a dedicated. The script you are using can be modified (hopefully) or replaced (most favorable) since our techs noticed this problem with it.

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