Kayla

This thread is a timeline for all events occuring to the server Pico (formerly known as Hispida).

Each time the server has an issue it will be posted here.

If you cannot access your site, and there is no announcement here, the reason for it is not caused by the server or our network. You must email support@surpasshosting.com to find the root of your problem.

Thank you.

Pico Summary
Aug 16/17 - Accounts Moved
Aug 27 - Apache Failures
Sept 3 - Apache Failures
Sept 12 - Software Error
Sept 27 - Apache Failures (All have been because of SPAMMER- account removed)
Oct 10 - Account Restoration

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Kayla

Right now as of 7:30 P.M. EST, accounts on the server Pico are being moved to a new server. As you all know, there have been no more problems with this server nor are there any issues right now, but the server Pico was an emergency server we moved accounts on Hispida to. So now we are moving those accounts to another server (a better server in a different data center) now that it has been a while since that issue a few weeks ago occured.

None of you have to make any kinds of changes, and you should not even notice the move.

We do ask that you do not UPLOAD or MODIFY anything on your account during this time as it will take 12-24 hours for the DNS to resolve to the new server.

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Emmanuel

All accounts are moved.
The new server IP is: x.x.56.18
Old server IP is: x.x.130.22

Accounts will stay on the old server (you can use the old server IP to access it) for 3 days in case you need to grab anything, but 99% of files should have moved and you should not have anything missing.
Pico has been very good during the past month and we shall continue to see it this way.
We appreciate your patience and business as always.
If you still can't see your site now and you don't think it is because of your ISP's DNS cache, please email support@surpasshosting.com with your domain and tell them you're on Pico.

Thank you.

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Emmanuel :: Surpass Hosting Network Admin
http://www.SurpassHosting.com

Kayla

Apache failed on this server, I am not sure exactly how long ago but it must only be a few minutes. Apache is the service on the server that "feeds webpages."
You could still log in FTP during this time, it is just that when Apache fails or is down, you can access your site via http://www.domain.com

It has been restarted, if anyone noticed the short delay, you should be able to see your site fine now.
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There is a site on the server that someone apparently does not like... the site has been suspended. This is why Apache failed earlier, there were too many requests for that site, trying to bring it down.

Now the server has been rebooted, please give it about 5 minutes.
Sorry about that, but that site is now suspended and the services will return to normal.

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Kayla

Apache just failed on the server, and was restarted. During that time (about 10 minutes) you could still FTP to your site, but your site would not have been viewable on the web. If anyone noticed, sorry for the short delay in HTTP service.

It was just rebooted as well, now all should be fine.
To put this in simple terms, the server thought it was out of space on one of the hard drives due to errors in the logs, so we had to clean out the logs and reboot it.

1.07 pm
Someone who just wrote us an email asking about Pico, sparked this letter that I wish everyone to read:

"There is an announcement already, two actually, in the forum under Server Announcements about why you were not able to reach your sites via a web browser (http) during a short time. We had to clean out some logs and restart it.

In the past, this server was never actually "down." We had to move the accounts twice and only a handful of people experienced their site being "down" because of their ISP not updating the DNS as quickly as they should have to keep up with the changes we made.
That is all over now. Now, anytime you experience a short lapse in service, which should be rare of course; it is going to be because of something that definitely is related to the server, and not to DNS records/your ISP.

The server is never down unless we reboot it. It is not an "outage." An outage is if the network is down or a cluster of IPs is unreachable, and that maybe happens twice a year at the most.

All of our servers are stable, even Pico is stable now. (The reason we moved the accounts twice before, is because the server was getting DDOS attacked and that is a very horrible situation to deal with).

When your website was unreachable via http just now, you have just experienced a normal occurance that happens from time to time on servers. Not everyday can be perfect and not everything can be a planned reboot. Apache was failing on the server, which caused sites to not be able to be reached via http, which was due to the logs on the servers having errors, so we had to clean the files and reboot. We have over 50 servers currently and some days go by with nothing at all happening on any of them. No errors, no anything. Those days are usually far in between. A lot is going on in these servers, if you can imagine, but we are here monitoring them 24/7 and keeping them on their toes.

Thank you for giving your time to read this.

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Kayla

The last time Pico was unreachable was on Sept 4 at 2:58 A.M. and it was unreachable for 29 seconds.

This morning, Pico was unreachable from 5:12 A.M. to 5:26 A.M. and I admit... SurpassLive went away at 4:34 A.M. and that's the last person that does anything on the forum : ) So there was no announcement.

As to why it happens? Honestly, all servers are predicted to have at least one problem every few days (and maybe they won't have one for weeks), Apache fails (the service that allows you to see your website via http in a browser), FTP service is down (yet you can visit your site)... services on a server must restart and sometimes they restart on their own if the system has an error or sees a need to restart. All problems are short lived and you usually will never notice such bursts of abscence of a service.

Most of the time when someone comes to the forum and posts about an issue, by the time they are done typing-- the problem is over. And I really wouldn't call them problems, they are just natural occurances of servers and sometimes you catch them in the act at just the right (or for us, wrong! hehe) time.

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Kayla

Currently Pico has been down 18 minutes. We are working on a software error and it should be up at any moment.
Just when things were quiet!
Guess all the talk about Pico yesterday jinxed us for today.
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12:15 P.M. EST Back online
Thanks, guys.

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Kayla

There is a network issue right now and the IP for Pico is currently unreachable. This should be resolved within 10 to 15 minutes.
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6.52 EST
:tomato: Network slowdown again. Pico, Sea and Dime19 should be back up at any moment.

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Kayla

Apache was down. It was not caused by anything apparently, it just randomly crashed. It was restarted. Sorry that we did not announce it earlier but we were dealing with the spammer on Sea. Thank you.

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