johnpspeno
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« on: July 30, 2007, 08:46:02 PM » |
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Just a shot in the dark here since I can't reach any support currently...
There looks like a network problem reaching my dedicated server at 216.227.213.22. All my traceroutes are terminating with 72.37.172.26 (ge2-lunarpages.cust.lax02.mzima.net).
My account page says my server is fine, so I assume there's a network outage.
What's up? (or down?).
Thanks.
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johnpspeno
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« Reply #1 on: July 30, 2007, 09:24:48 PM » |
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The server is back.
Support did write back a few minutes before it came up and said they were increasing the power to certain racks so some machines were powered off.
Unless this was an emergency operation, I should have been notified in advance of this. I wasn't.
And, since my server is unmananged, I'm wondering how the machine was safely shutdown w/o root access. Or did they just turn off the power willy nilly?
Thanks.
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perestrelka
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« Reply #2 on: July 31, 2007, 10:00:34 PM » |
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Hi johnpspeno,
I am sorry for the lack of the warning beforehand. That was an emergency operation. More than likely your server was just powered off.
I hope this helps.
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Kind Regards,
Vlad Artamonov
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johnpspeno
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« Reply #3 on: August 01, 2007, 10:18:01 AM » |
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Hi johnpspeno,
I am sorry for the lack of the warning beforehand. That was an emergency operation. More than likely your server was just powered off.
I hope this helps.
What would really have helped me during the outage was a simple note posted on the lunarstatus.com site about this incident. I would have liked to know that you knew about it, what was happening, and when it would be fixed. Thanks. |
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perestrelka
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« Reply #4 on: August 02, 2007, 01:05:31 AM » |
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Hi johnpspeno,
I am sorry for the lack of the warning beforehand. That was an emergency operation. More than likely your server was just powered off.
I hope this helps.
What would really have helped me during the outage was a simple note posted on the lunarstatus.com site about this incident. I would have liked to know that you knew about it, what was happening, and when it would be fixed. Thanks. The lunarstatus.com site is only used when Los Angeles network is experiencing issues, which was not the case with your situation. Also, we use our internal notation for dedicated servers which would not be clear for you in determining, if your server is affected or not. May we know how you tried to contact the support? Although the dedicated chat is temporary closed, we have the 24/7 staffed helpdesk and a 24/7 phone line open to speak directly to one of Lunarpages system admins in the datacenter. You would reach this option by calling 1-714-521-8150 and then pressing 2 for the dedicated and VPS area. I hope this helps. |
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Kind Regards,
Vlad Artamonov
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johnpspeno
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« Reply #5 on: September 10, 2007, 12:43:14 PM » |
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The lunarstatus.com site is only used when Los Angeles network is experiencing issues, which was not the case with your situation. Also, we use our internal notation for dedicated servers which would not be clear for you in determining, if your server is affected or not.
May we know how you tried to contact the support? Although the dedicated chat is temporary closed, we have the 24/7 staffed helpdesk and a 24/7 phone line open to speak directly to one of Lunarpages system admins in the datacenter. You would reach this option by calling 1-714-521-8150 and then pressing 2 for the dedicated and VPS area.
I hope this helps.
I did call that number, but I believe I would have pressed 3, which I think is indicated as "tech support". No one answered that. I didn't hear an option for dedicated support. I don't think it is number 2 in any case because I called again today when the network to my dedicated server was dropping packets like mad. |
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perestrelka
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« Reply #6 on: September 12, 2007, 05:30:42 AM » |
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The lunarstatus.com site is only used when Los Angeles network is experiencing issues, which was not the case with your situation. Also, we use our internal notation for dedicated servers which would not be clear for you in determining, if your server is affected or not.
May we know how you tried to contact the support? Although the dedicated chat is temporary closed, we have the 24/7 staffed helpdesk and a 24/7 phone line open to speak directly to one of Lunarpages system admins in the datacenter. You would reach this option by calling 1-714-521-8150 and then pressing 2 for the dedicated and VPS area.
I hope this helps.
I did call that number, but I believe I would have pressed 3, which I think is indicated as "tech support". No one answered that. I didn't hear an option for dedicated support. I don't think it is number 2 in any case because I called again today when the network to my dedicated server was dropping packets like mad. This has changed a bit. There are two options for dedicated/vps phone support now. For dedicated/vps sales support, you should be pressing 2 and for technical support, you need to choose 4. If in-house admins are busy in the datacenter and you get into voice mail, leave a message with your phone number and you will be called back as soon as possible. |
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Kind Regards,
Vlad Artamonov
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johnpspeno
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« Reply #7 on: September 13, 2007, 02:54:15 PM » |
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Well, that seems like a good thing.
Today when you network was offline, I called and pressed 2 (not having seen your reply yet) and spoke with a man named Rod in sales who let me know they were working on the network. That was helpful.
Having had lunarstatus.com updated also would have saved me and him a call though.
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toxicgoblin
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« Reply #8 on: September 13, 2007, 04:11:59 PM » |
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arggh
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« Last Edit: September 13, 2007, 04:20:17 PM by toxicgoblin »
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perestrelka
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« Reply #9 on: September 13, 2007, 08:50:52 PM » |
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Hi,
Lunarstatus is only used when LA DC network is completely unreachable. Looks like this didn't happen in this case.
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Kind Regards,
Vlad Artamonov
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johnpspeno
Trekkie
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Posts: 11
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« Reply #10 on: September 13, 2007, 09:44:22 PM » |
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final edit: All is well. The network problem was fixed by a "tech".  https://support.lunarpages.com/tickets/view/278392It's a bad network day for me at Lunar. I guess everyone was affected by today's power outage, but for the past 6 or so hours, there has been packet loss in Lunar's network to my server.  In fact, I've have no connection past this hop ge2-lunarpages.cust.lax02.mzima.net (72.37.172.26) for the past 8 minutes or so. I hope that means someone is fixing it. Or maybe it will get someone's attention. edit: it's been going on for much longer now. I did call the help line, pressed 4 and left a message that said the network was b0rked. Told them to respond the the ticket instead of calling me because I should be in bed by now. At this point, I know its not my server alone because I found other IPs near mine that are suffering the same fate. So, it's probably just one segment or vlan or whatever that's bad. I can only hope it's fixed by the time everyone else wakes up tomorrow. |
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« Last Edit: September 13, 2007, 11:02:43 PM by johnpspeno »
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perestrelka
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« Reply #11 on: September 14, 2007, 01:45:14 AM » |
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Hi,
I am glad to hear that the issue was resolved. Our apologizes for the inconvenience caused.
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Kind Regards,
Vlad Artamonov
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markxaustin
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« Reply #12 on: September 14, 2007, 03:38:15 AM » |
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final edit: All is well. The network problem was fixed by a "tech". https://support.lunarpages.com/tickets/view/278392It's a bad network day for me at Lunar. I guess everyone was affected by today's power outage, but for the past 6 or so hours, there has been packet loss in Lunar's network to my server. In fact, I've have no connection past this hop ge2-lunarpages.cust.lax02.mzima.net (72.37.172.26) for the past 8 minutes or so. I hope that means someone is fixing it. Or maybe it will get someone's attention. edit: it's been going on for much longer now. I did call the help line, pressed 4 and left a message that said the network was b0rked. Told them to respond the the ticket instead of calling me because I should be in bed by now. At this point, I know its not my server alone because I found other IPs near mine that are suffering the same fate. So, it's probably just one segment or vlan or whatever that's bad. I can only hope it's fixed by the time everyone else wakes up tomorrow. Are you sure it's fixed? When I tracert my website ip address (216.227.215.248) or webmail.spica.lunarpages.com (216.227.215.94) tracert stops at the same point you noticed 9 126 ms 127 ms 126 ms xe0-1.cr02.lga01.mzima.net [216.193.255.166] 10 145 ms 151 ms 134 ms eos0-20.cr01.iad01.mzima.net [216.193.255.246] 11 195 ms 194 ms 198 ms eos2-25.cr01.lax02.mzima.net [216.193.255.129] 12 199 ms 198 ms 200 ms ge2-lunarpages.cust.lax02.mzima.net [72.37.172.26] 13 * * * Request timed out. Can somebody please have a look at this? I have a ticket open (287752), but it looks like you have a dead router somewhere so I'm guessing many others are affected... |
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« Last Edit: September 14, 2007, 04:05:15 AM by markxaustin »
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markxaustin
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« Reply #13 on: September 14, 2007, 05:35:14 AM » |
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After quite a few hours of website and email downtime, this is now working. Ticket closed.
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katrina1
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« Reply #14 on: September 14, 2007, 05:39:37 AM » |
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Our tech has fixed the dedicated IPs on Spica. All sites there should now be resolving.
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