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Author Topic: High resource usage again and again.  (Read 1181 times)

Offline MikePL

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High resource usage again and again.
« on: May 09, 2016, 01:36:21 AM »
I am going to complain a bit but I feel that I should.

So first some background information... I have been with Lunarpages for around THIRTEEN years. Maybe more, maybe a bit less but I met my wife thirteen years ago and I remember switching to LP around that time. That's a lot of time, probably most members of LP haven't been working that long in the company.

I didn't have any problems at all for almost all those years and I had websites with 500-1000 visitors per day. Now I have five low volume websites with as little as 2-20 visitors per day. That's really symbolic, but in spite of that, my server account gets shut down from time to time because I consume too much resources. My websites run on Wordpress, and these are usually quite simple installations: the core files, a theme I like and literally a few (3-6) plugins. And, as mentioned, a few users per day. I am an amateur user as you can see.

What is going on? The support team keeps sending me some logs, some percentage information but the only thing I can do is update Wordpress, update the plugins only to find out that after two weeks or a month my account will go down again.

1. Can the support team shut down or rename only the offending files or at least only one domain instead of cutting off access to all my sites, my emails, my online files etc?
2. Wordpress is a popular program so maybe Lunarpages is not up to date with the current system requirement and resource usage? I simply can't imagine that all other hundreds of users at LP need to live in fear that their sites will go down.
3. I am being encouraged to change my hosting plan to another one and probably if I were an internet newbie I would, but I have been with this company for so many years and Lunarpages could withstand whatever I installed. Nowadays I am installing a standard, popular software and am being told: no, no, you should choose a more professional hosting plan... Hello!!! I am a guy with a few visitos per day. I am not opening a competition to Facebook or a worldwide celebrity porn website (which would be cool, BTW :-))
4. Has Lunarpages decreased the usage limits maybe? What's the poing in telling customers about unlimited storage and unlimited transfer quotas when you can't have a website.

Ant ideas, suggestions? What can I do to run my wordpress installs and sleep well when my traffic increases to 20-100 or 200 users per day (it will be like that in a few week, I'm sure).

I am not trying to make bad publicity for Lunarpages but I feel that they have changed their attitude over the years and I don't like that. I would simply like things to be like before and not to be in a position like "fix it or we'll cut you off".

Offline MrPhil

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Re: High resource usage again and again.
« Reply #1 on: May 09, 2016, 04:57:35 AM »
The only thing I can suggest is that you double check that you are running the latest WordPress. Recently, there was a well-known exploit that forced all WP users to upgrade -- you didn't manage to slip by without upgrading, did you? Did you confirm that all code and files on your sites can be accounted for, and there are no backdoors or Trojans left by a hacker who got in earlier? If you're not sure, the only thing you can do is download configuration files and data to a PC, wipe a site clean, and reinstall from scratch. Compare files you're reusing (configuration, etc.) against a fresh install's version, to make sure there isn't something slipped in by a hacker.  Don't trust any file with an official-sounding name: assume any file could be a plant, or corrupted.

I can't answer for LP's policies, or the granularity of how it determines who to shut down. It sounds like the finest granularity they have in determining usage is at the account level (which can have multiple domains and sites). It doesn't sound worthwhile to you to split up your (normally small) usage among multiple accounts.

I continually read complaints about how LP treats its customers, but being only a forum moderator, I have no pull on this. It sounds like scripted support where they push plan upgrades rather than trying to help customers figure out what happened. I would think that, given your description of your usage, that it's most likely that you've got some problem with your site(s), where a hacker has an entry into it and is from time to time using it to do bad things. If that's the case, all you can do is completely clean out the old sites, install the latest and greatest, and be very careful about what files you let back in from the old site.

Good luck and best wishes...
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Offline MikePL

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Re: High resource usage again and again.
« Reply #2 on: May 13, 2016, 01:31:10 PM »
Well... I've been given a great offer... The support team advised me to move to a different plan with a yearly cost around $2100 (after discounts). Jumping from around $100 per year to over $2K is just funny.  After all having a few visitors per day is a lot of traffic. Something's wrong here  :(

Offline MrPhil

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Re: High resource usage again and again.
« Reply #3 on: May 14, 2016, 04:46:32 AM »
I'm sorry to hear that all they're doing in Support is telling you to move to a much more expensive plan, but the primary responsibility for determining why your site is using too many resources falls to the site owner. You need to go through the files and see if a hacker planted something (back door, etc.) while you were using an earlier version of WordPress. It's unfortunate that Support can not (or will not) help with this, but I can see their point of view (it's expensive to tie up manpower doing this, and they don't want to be responsible for any damage caused to the site if they try to fix it). Maybe they figure that losing a long-time customer (and bad publicity) is less expensive than doing the work to figure out the problem.

Have you gone through your site with a fine-tooth comb, as I outlined before, and been unable to find anything wrong? All site owners need to know how to check their sites for unauthorized modifications. I regularly list all files and look for recent file modifications that I can't account for. I also regularly scan for certain code commonly used in hacks (base64 stuff, etc.), and regularly check the error logs for script kiddies throwing WordPress-oriented hacks against my site (and ban their IP addresses), even though I don't use WordPress.
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Offline MikePL

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Re: High resource usage again and again.
« Reply #4 on: May 15, 2016, 05:50:43 AM »
AAAAARRRGHHHH..... the situation is getting worse.

When I started my cooperation with LP I asked specifically if I can use my online space for whatever I want. The answer was 'yes, no problems you can use your storage space without any limitations, as long as it is legal'. So I have some ZIP files with my family photos which I find valuable. Today I got an automated message that there was some content which didn't seem related to any online use and that there was a policy (introduced probably not so long ago) that I could store only files related to my websites. I have not received a single message like that from LP within the last 10-13 years. Is this some kind of revenge because I came out of the closet and complained publicly?

So what is the point of offering unlimited space if everyone knows that the average website uses probably no more than 30-100MB? Even if I were to create a photo gallery with 100MB of photos it would probably go offline due to 'high resource usage'. Another brilliant marketing trick is unlimited transfer... I can't imagine having a daily transfer of 1-5GB without triggering a high usage red alert.

But to answer your question... I have installed Wordpress and all the files have the same creation date, except for the ones I modified. There is nothing to look for with a fine comb. Files like index.php or some ajax files create high usage but they have not been modified.

Offline MrPhil

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Re: High resource usage again and again.
« Reply #5 on: May 15, 2016, 05:20:00 PM »
That policy (that all files must be related to your website) has been around for at least 10 years (when I started). Specifically you can't use your site as a backup for your PC, or your personal cloud, and uses like that. Yes, it is a bit disingenuous to advertise "unlimited" resources when realistically only a small amount is needed for a site. Typically you will hit the CPU load limit (whatever that is) before you consume massive amounts of storage or bandwidth.

I can't imagine what's using up all that CPU (I assume that's what's meant by "resources") if all you have are literally a handful of users, and you're confident that no hacker has modified anything, and you're up to date on your installation. WordPress versions, even fairly recently, had some vulnerabilities, but I don't know if this involved only running malicious code without actually modifying anything, or if they were entry points to add/change code. If you haven't done so already, you should probably do some careful research in this area, if you're going to run WordPress. No matter who you host with, a WordPress vulnerability is a WordPress vulnerability.

One last thought... does your WP installation do any automated/scheduled tasks, such as version updating, indexing, optimizing, mass mailing, etc. that might be driving up your usage? If such tasks are running, you might want to take a careful look at them. If nothing else, make sure your different domains run such things at different times, so they don't all bang the system together.
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