site suspended for mySQL calls - Page 5

January 12th, 2006, 6:42 PM

Quote:

Originally Posted by geoffs

Being new to Surpass myself, I do not feel that I have the background or experience here to comment on the specifics of this sad situation. However, as a software engineer I have experienced multiple times the results of hog processes and their detrimental effects on everything else running on a server. Therefore, it would be most informative if the Surpass admins here would please let us know what specifically involving these sites' mysql usage resulted in the abnormally high server cpu utilization. Since my site (not yet live) is also going to use mysql databases I want to be able to avoid the same situation...

Geoffs: It's not to late. Run. Run like the wind.

**DewKnight** · January 12th, 2006, 6:49 PM

Quote:

Originally Posted by simple_john

no offense dewknight... but its been 7.5 hours since my site went down...
I heard from support at 10:00 am and then about an hour ago..
The response i heard an hour ago was similar to peoria's..
but.. i have no plug ins.. and have no new scripts that are running...

i was told maybe i need to get a dedicated host...

Yes i guess, the whopping 225 members a day that go onto my site must be killing the servers?

are you saying not to keep checking in and updating things to see what the status is? so just wait around for the 7.5 hours and hope someday soon my site may re-appear? or someone may actually respond?

and if the 'abuse person' goes home.. what exactly does that mean? my site will be down until some time tomorrow?

do i sound a bit unhappy with surpass right now?

my site still indicates i am a deadbeat... at the very least a different re-direct message could have been posted...
Its been 7.5 hours!!!!!!

There is not just one person working in suspensions, I am not sure of the exact figure. You make it sound as if you think they are just sitting there doing nothing. In reality, they are constantly working on tickets that are in the suspensions queue, finding out what the problems are.

As I mentioned before, the suspension page setting is a server wide page. It can not be changed for each individual suspension. If you feel it should be different, then you should contact the makers of cPanel/WHM about adding that feature in.

January 12th, 2006, 6:50 PM

Sulema F. just informed me she was transfering my ticket to the abuse desk! I'm at the end of the list again! Hooray! Yet another Surpass Hosting employee passes the buck! How true to form. But it's all MY fault of course.

**DewKnight** · January 12th, 2006, 6:51 PM

Quote:

Originally Posted by peoriapundit

So let's get this right:

We shouldn't submit multiple tickets, because it confuses the help desk.

Instead, we should use the SAME ticket to communicate becaue it moves us to the end of the queue.

Which means that the only way to communicate with the help is through trouble tickets, but the of USING a trouble ticket to communicate with you people DELAYS THE RESOLUTION?

It does no good to use the forums, because no one who has any ability to DO ANYTHING reads it. We just have moderators who'se job is to spout gibberish from the handbook at us and tll us surpasshosting.com's sh*t doesn't stink and it's all our fault.

You people really take the cake, you know that?

Updating your ticket with new information will not put it at the end of everything, I did not phrase my answer properly I think before. Just that submitting multiple short responses might not be the best thing, rather, you should try to compile the information together and then post it. Submitting multiple tickets will not help, simply because then each ticket has to be forwarded to suspensions, and it will take longer for them to get to your ticket.

**DewKnight** · January 12th, 2006, 6:52 PM

Quote:

Originally Posted by peoriapundit

Sulema F. just informed me she was transfering my ticket to the abuse desk! I'm at the end of the list again! Hooray! Yet another Surpass Hosting employee passes the buck! How true to form. But it's all MY fault of course.

That's not passing the buck. That is transferring the ticket to the correct department. Sulema can't do anything about suspensions, there is a specific department set up for that, so that Sulema, and the others can work on what they are there for, other tickets. Getting multiple tickets into the abuse department will not help your problem be solved faster.

simple_john · January 12th, 2006, 6:54 PM

Quote:

Originally Posted by DewKnight

You make it sound as if you think they are just sitting there doing nothing. .

No dewknight... I made it sound like I AM SITTING HERE DOING NOTHING....

I am.. Im waiting for my site to come back up!!!

going on 8 hours now...

but it was just sent to the abuse section... (not sure why it took 8 hours for that to happen)

regardless, I am hoping it gets resolved soon....

**Kayla** · January 12th, 2006, 7:18 PM

If you look around the forum, you'll see complaints about servers being slow and going down.

That is precisely why the suspended accounts department is so busy with suspended sites.

Servers don't run slow without a reason.

We have to find the reasons, and sometimes we have little time to do so.

Boxer Mom, we have our own datacenter and equipment so we do not have a need to oversell servers. Some hosting companies that oversell do so because they are trying to squeeze as many accounts as possible on servers they are leasing on a monthly basis. We don't have a need for that and that isn't the case. I find it interesting that you and peoriapundit have a similar IP address, either the same person or you were summoned to fuel the fire here.

Sites that we have to suspend are suspended because they are using more resources than all other sites on the server combined and it is time to take a look at the certain scripts and applications they are using since they are causing harm to other accounts on the server. Sometimes the site has grown so much it does need its own machine. With shared servers it's a constantly changing and evolving environment. Sites do not stay the same. Some lose visitors, and some gain hundreds of users in a day. It's not something we can predict with great accuracy, it isn't possible. Issues have to be dealed with as they come.

We certainly do not like suspending sites at all, but it has to be done to keep the servers from crashing. Either we have a few users on the servers in a suddenly frustrating situation or those same customers upset about slowness plus everyone else on the server. Yes, it needs to be dealt with better but some weeks go by very quiet and the next is a madhouse when it comes to these shared servers. Sometimes we can easily tell and obviously diagnose a slow running server, such as: Script B ran by User H is causing this, so we disable it and email the customer. But when a server is suddenly having problems and it seems like 3 or more sites are all contributing to the problem, that is when it gets more hectic and it takes more time to resolve.

LadyMadness, when you said you "weren't buying it", I am not sure why you think we suspend sites for no reason at all just so that we can go through all of the frustration it causes users and us.

**Kayla** · January 12th, 2006, 7:20 PM

Quote:

Originally Posted by peoriapundit

Sulema F. just informed me she was transfering my ticket to the abuse desk! I'm at the end of the list again! Hooray! Yet another Surpass Hosting employee passes the buck! How true to form. But it's all MY fault of course.

I think you should stop posting in the forum now, you are not helping the situation and I have already replied to you.

I am not even sure what you are talking about really. You have a ticket in abuse that I have been dealing with. So if you have opened another ticket in billing, there's no reason for that. It was already clear hours ago to you that it was not a billing issue, and this isn't the first time your account has caused a problem on the server, so billing for you is definitely a ruled out cause.

So in closing if you are looking to just stir a fire here in the forum, it's not appreciated. That is all I can see really since you've already been replied to and you understand the issue.

**Kayla** · January 12th, 2006, 7:24 PM

To Lady and simple_john, this thread was originally about simple_john's account and will all be resolved soon, so thank you for posting and for the concern. We are working hard tonight getting everything resolved, it has been a very long day.

January 12th, 2006, 6:50 PM	#39 (permalink)
peoriapundit Guest n/a posts	Wonderful news! Sulema F. just informed me she was transfering my ticket to the abuse desk! I'm at the end of the list again! Hooray! Yet another Surpass Hosting employee passes the buck! How true to form. But it's all MY fault of course.

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January 12th, 2006, 7:18 PM	#43 (permalink)
Kayla Marketing Maven Surpass Staff Joined in May 2003 Lives in Chicago 24,754 posts Gave thanks: 946 Thanked 806 times	If you look around the forum, you'll see complaints about servers being slow and going down. That is precisely why the suspended accounts department is so busy with suspended sites. Servers don't run slow without a reason. We have to find the reasons, and sometimes we have little time to do so. Boxer Mom, we have our own datacenter and equipment so we do not have a need to oversell servers. Some hosting companies that oversell do so because they are trying to squeeze as many accounts as possible on servers they are leasing on a monthly basis. We don't have a need for that and that isn't the case. I find it interesting that you and peoriapundit have a similar IP address, either the same person or you were summoned to fuel the fire here. Sites that we have to suspend are suspended because they are using more resources than all other sites on the server combined and it is time to take a look at the certain scripts and applications they are using since they are causing harm to other accounts on the server. Sometimes the site has grown so much it does need its own machine. With shared servers it's a constantly changing and evolving environment. Sites do not stay the same. Some lose visitors, and some gain hundreds of users in a day. It's not something we can predict with great accuracy, it isn't possible. Issues have to be dealed with as they come. We certainly do not like suspending sites at all, but it has to be done to keep the servers from crashing. Either we have a few users on the servers in a suddenly frustrating situation or those same customers upset about slowness plus everyone else on the server. Yes, it needs to be dealt with better but some weeks go by very quiet and the next is a madhouse when it comes to these shared servers. Sometimes we can easily tell and obviously diagnose a slow running server, such as: Script B ran by User H is causing this, so we disable it and email the customer. But when a server is suddenly having problems and it seems like 3 or more sites are all contributing to the problem, that is when it gets more hectic and it takes more time to resolve. LadyMadness, when you said you "weren't buying it", I am not sure why you think we suspend sites for no reason at all just so that we can go through all of the frustration it causes users and us.

January 12th, 2006, 7:24 PM	#45 (permalink)
Kayla Marketing Maven Surpass Staff Joined in May 2003 Lives in Chicago 24,754 posts Gave thanks: 946 Thanked 806 times	To Lady and simple_john, this thread was originally about simple_john's account and will all be resolved soon, so thank you for posting and for the concern. We are working hard tonight getting everything resolved, it has been a very long day.

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