Web Hosting Forum | Lunarpages

Web Hosting Guidance and Advice => Web Hosting Help and Troubleshooting => Topic started by: love76325 on September 03, 2009, 01:42:49 PM

Title: Account Suspended/Using Too Many Resources
Post by: love76325 on September 03, 2009, 01:42:49 PM
Hi,

I got the message that account was utilizing excessive resources.

So I can't access my site right now. They ask to provide that I improve my site or do some fix there.

However during the suspended statue, I can't access my site, I need to check couple pluing work well on my site.

I already reply the ticket, but seems they takes long time to review anyone's ticket.

How long I have still to wait for it?

By the way, I remember that If some's acount is suspended, you will move it to a temporary serve, why it didn't happen to me?
Title: Re: Account Suspended/Using Too Many Resources
Post by: Matthew Alan on September 03, 2009, 01:57:33 PM
You'll need to contact LP support directly.
Title: Re: Account Suspended/Using Too Many Resources
Post by: love76325 on September 03, 2009, 02:10:06 PM
I did but they seems so slow..........

By the way I think MY IP again blocked by you. This is happen last month and other guy help my at that time.

How come it happen again?
Title: Re: Account Suspended/Using Too Many Resources
Post by: love76325 on September 03, 2009, 02:51:23 PM
This happen to me again...........................any help?
Title: Re: Account Suspended/Using Too Many Resources
Post by: vmajor on September 03, 2009, 05:12:24 PM
I am trying to identify what is going on at Lunarpages.

How many here have had their account suspended with about 30 seconds notice?

It happened to me twice within 24 hours for claimed "excessive resource utilisation" which is impossible since our setup has not changed in about 12 months and we were not hacked - after the fist account deactivation I restored the site from a backup.

V.
Title: Re: Account Suspended/Using Too Many Resources
Post by: love76325 on September 03, 2009, 08:52:23 PM
anyone can help me here?  

I wait for ticket reply for long time..........how come it always takes long time to reply??
Title: Re: Account Suspended/Using Too Many Resources
Post by: vmajor on September 04, 2009, 03:40:23 AM
Interesting.

Our Taiwan related website (the entire acttoun was suspended actually giving us NO option or recourse to do anything) was disabled as well due to high usage all of a sudden.

www.cycletaiwan.com

I have a gut feel that "abele" and "xxxevilgrinxxx" also have sites dealing with Taiwan.

I am not big on conspiracy theories, so let's assume that it is not a rogue Lunarpages employee that is orchestrating this. However I cannot see how this could have been perpetrated by a hacker since I reinstalled the site from a backup and patched everything that was not already patched, and yet we were shut down again.

I'd really like to know more about this problem. And it would be helpful if a ANYONE from Lunarpages customer service actually deigned it appropriate to assist in this matter.

V.
Title: Re: Account Suspended/Using Too Many Resources
Post by: Mitch on September 04, 2009, 04:10:00 AM
I am afraid this is a topic we may not be able to help you with here on the forums.  I would recommend contacting support@lunarpages.com to talk with the Lunarpages support team about this issue.  If you have any issues reaching support in that way, you can submit a ticket on the help desk (via the help desk web site here (http://support.lunarpages.com)).  Please be aware that your help desk login and your hosting account login are not related, so if you need a new one or you don't have a help desk login yet, you can set one up here (http://support.lunarpages.com/account/signup). If you have any questions on how best to use these forums please see the green forum rules link in my signature.

This post from the wiki should also help:
http://wiki.lunarpages.com/Suspended_Account_FAQ

I will now close this topic, since you need to speak with the Lunarpages support directly about these issues.  They can not be handled here.  Thanks!
Title: Re: Account Suspended/Using Too Many Resources
Post by: vmajor on September 04, 2009, 05:03:55 AM
Oh I'd gladly talk to support about this, but they are not working.

They shut down our account then went home.

I am now waiting for 7am PST to come so that I can call them since nobody is replying to the supprot tickets, and dedicated server support will not/cannot help.

This truily is a glorious situation.

V.
Title: Re: Account Suspended/Using Too Many Resources
Post by: Mitch on September 04, 2009, 05:09:01 AM
Yes, they are working - but issues dealing with server suspensions are much more complicated than your day to day webmastering issues.  If you were shut down for resource abuse, this means your hosting account was using so many of the server's resources, you were slowing down the performance of other web sites.  Think of it like being at a salad bar, and one guy in the line is standing there hogging all the lettuce.  Now to fix the problem at hand, you have to first find the problem, then try to fix it, then test it to see if the fix really worked, and if server loads are still high, try to fix it again.  There is no instant or quick fix for this type of problem - and you will need to work directly with the support team to find your ultimate resolution.

You can use these forums here to help you troubleshoot or find things to edit or fix, but we can not and will not use the forums as a paging service because you feel like your issue is not being dealt with fast enough.  If that is the case, please bring those issues up to feedback@lunarpages.com or start a new thread in the feedback section of the forums.
Title: Re: Account Suspended/Using Too Many Resources
Post by: vmajor on September 04, 2009, 05:30:11 AM
RE PM: I'd reply to you as per the closing line in the PM you sent me, but I cannot due to a forum error, so here is another post.

Mitch, I understand and do not agree.

This is the same attitude I got from the support when I contacted them the first time they shut us down yesterday. You and they make it sound like it is our fault somehow that our resource utilisation all of a sudden went though the roof and your collective remedy is to shut us down without notice or recourse.

Lunarpages took down two of our websites, one of which is an ecommerce website, and 8 email accounts, without giving any meaningful notice the first time, and no notice the second time.

After 3 good years with Lunarpages,  I am now very much beyond caring about sharing at the smorgasboard. All I want is backups of our sites and emails so that we can get the * out of here. But of course I cannot even do that since the Lunarpages remedy is not to block http ports or httpd per user name, or even dump a simple .httpaccess redirect followed by a polite email explaining that something untoward is happening. No, Lunarpages just suspends the account and prevents us from even attempting to remedy or correct the situation in the off chance it really was us that was causing this "excess resource utilisation".

I am flabbergasted that Lunarpages and seemingly you Mitch see nothing wrong with that. And I also feel about as helpess as a mute trying to scream.

V.

* - edited for language issues Whoops, indeed, sorry  :notme: I am tired and exasparated... and in a diametrically opposed time zone.
Title: Re: Account Suspended/Using Too Many Resources
Post by: Mitch on September 04, 2009, 05:41:51 AM
Please watch the vulgarity, as we work hard to keep these forums a friendly resource for all customers to enjoy.  While I am sorry to hear that your account is having issues with resource abuse, this is not the place to get this issue taken care of.  The best way is to work with the server admins reviewing your situation, so that they can help you find a cause of the issue and get the problem resolved. 

There are no issues with you troubleshooting your problems, or asking questions about what you might be able to do to bring your resource issues down, we would be happy to help you troubleshoot those problems.  You can see a good example of how that happens day to day with other customers that are working on resource issue abuse here.

http://www.lunarforums.com/web_hosting_help_and_troubleshooting/reduce_server_load-t53428.0.html

Hope that helps!
Title: Re: Account Suspended/Using Too Many Resources
Post by: vmajor on September 04, 2009, 06:51:31 PM
28 hours after my support ticket, I get a support representative replying asking me to verify information that I already provided... this is insane.

Lunarpages took us off the air entirely and are treating this as a minor support issue. Completely ridiculous.

Our migration elswehere is under way, but of course since our domain management is ALSO LOCKED OUT we cannot redelegate the name servers to our new host.

Lunarpages behaviour is completely indefensible, and again the telephone support line is unattended.

...I can look forward to another meaningless reply to our support ticket in say 24-30 hours....

V.
Title: Re: Account Suspended/Using Too Many Resources
Post by: wektech on September 04, 2009, 07:13:10 PM
If your domain is registered through LP, then you should be able to point to new nameservers using opensrs as LP is a tucows reseller.
Title: Re: Account Suspended/Using Too Many Resources
Post by: vmajor on September 04, 2009, 07:24:52 PM
Oh that's fantastic! Thank you!

I just made the changes...now to cajole the new hosts to restore us from the backup asap and my quality of life will improve tremendeously.

V.
Title: Re: Account Suspended/Using Too Many Resources
Post by: love76325 on September 04, 2009, 07:40:08 PM
I am still wait for ticket replying, you know........I can understand all thing takes time to solve, but they Suspended my account and didn't reply me. So I can get extra day to use? It is not fair to customers.
Title: Re: Account Suspended/Using Too Many Resources
Post by: vmajor on September 04, 2009, 08:26:06 PM
Hmm, something is not right. The opensrs.net records have been updated, but the domain information on Whois has not changed and it still resolves to the embarrasing and terrible Lunarpages "suspended.page" location.

Two of our other much less critical domains were redelegated instantly.

V.
Title: Re: Account Suspended/Using Too Many Resources
Post by: katrina1 on September 04, 2009, 08:42:15 PM
vmajor - which domain(s) is/are not resolving correctly?
Title: Re: Account Suspended/Using Too Many Resources
Post by: vmajor on September 04, 2009, 09:43:25 PM
Hi Katrina,

it is all OK now. We are back online, albeit with an error page - at least it is our own error page. I am now trying to raise admin support at our new hosts to restore our sites and email from the full backup.

Thank you for your attention, I just wish that the customer service system was as helpful and responsive as this forum. It is possible that we would have stayed with Lunarpages. As it is, LP made me one seriously unhappy and disgruntled customer (I am using polite terms here to say in line with the Forum guidelines, but feel free to improvise).

V.
Title: Re: Account Suspended/Using Too Many Resources
Post by: katrina1 on September 04, 2009, 10:06:42 PM
Glad to hear they are now up. Best wishes.