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Author Topic: Suspended Account FAQ  (Read 16753 times)

Offline Mitch

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Suspended Account FAQ
« on: November 01, 2007, 11:29:50 AM »
What are you to do if you find yourself with a suspended account?  I thought that I would setup this special thread as a Q and A for some of the questions you might have about the process so that you can gain more information on the issue.  If you have any general questions to add please do so.  Please do not make them account specific questions as those will need to be handled by official Lunarpages support.  Click here to visit the Lunarpages "contact us" page.

Updated: Nov 2, 2007

Now lets get started...   :thumb:

Why was my account suspended?

Most account suspensions happen when a script or number of scripts on an account eat up so many server resources, they are effecting other clients on the same server.  It is Lunarpages job to make sure everybody is kept happy so the offending account maybe suspended, and/or moved to another server until a solution can be found to the problem.  Other suspension reasons my be because of billing related issues or disk space/bandwidth related issues.

What if I just ran out of disk space or bandwidth?

Then that should be a little less severe of a situation and should be dealt easier.  :thumb:  With bandwidth you could purchase enough to last you out the rest of the month and with disk space and/or bandwidth upgrading your plan from one to the next could also help solve this.  (situations might be different on a case by case basis)

What if my account was suspended due to a billing issue or late payment?

This can be taken care of by the billing team at billing@lunarpages.com.  Most of the times, we can restart your charge - you pay the bill and then everything is back to normal in Lunar-land.

What is the solution (if not billing or bandwidth/disk space related)?

In most cases the offending script or practice can be removed from the account, and all can go back to normal.  If the problem is more about usage of the account (such as to many people accessing the same script at the same time) you may be asked to upgrade to a VPS or dedicated hosting package.

Why should I upgrade to a VPS or dedicated hosting plan?

These accounts have fewer clients on them, so the server resources are more widely distributed.  Also these account types allow for more advance features not found on your usual hosting plans that some people may find that they need.

I have a ticket in about my situation, but support is not answering me back?

Support will get to you as soon as they can.  You must realize though that it takes time and effort to investigate each issue on a case by case basis.  If we were to turn back on an offending account without checking it out form head to toe - then it took out a server, we would not be doing our jobs (and by our I mean Lunarpages).   :smiling:

Please wait as your issue is being investigated and we will get back to you as soon as possible.  Working with support (by doing what they ask, and asking what you can do to help) is a good idea and will make the process go by faster.

Will the cPanel server status features give me any helpful information?

Watching the server stats via cPanel can often be misleading.  Please check out this thread for more information on how to read these numbers and why they might not exactly be right.  This is more of an issue with cPanel itself than something Lunarpages can prevent.

More Links to Helpful Information:


This should be a good start for some of the general questions - if you have more please let us know here and we'll be happy to answer any general question you have about the topic.  Any account specific questions will be removed form this thread so that we can hopefully keep it as a reference point for future customers that might find themselves in this same situation.  Thanks!
« Last Edit: November 02, 2007, 05:49:59 AM by Mitch »
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Offline dafrazz

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Re: Suspended Account FAQ
« Reply #1 on: November 01, 2007, 11:52:48 AM »
May i suggest making it a sticky ;)

Offline Mitch

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Re: Suspended Account FAQ
« Reply #2 on: November 01, 2007, 11:55:16 AM »
May i suggest making it a sticky ;)

Done.  :thumb:
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Offline dafrazz

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Re: Suspended Account FAQ
« Reply #3 on: November 01, 2007, 12:03:23 PM »
If i may i might add .., DONT PANIC LOL....,

I just opened a ticket with support about this and its not clear what they mean by "account suspended".., it sounds REALLY bad doesnt it? but dont worry.., as per the ticket response i got about this they said

Quote
Usually the account is only temporarily suspended due to overusage and the user is informed of the script causing the problems, the user will retain cPanel access so they can remove or rewrite the troublesome script and once done the admins can restore that account almost immediately.

Phew thats good to know  :clap:

Reply from Mitch:  Yes, that is correct - temporary is an important keyword there.  We want to get you back up and running too as we never like to see an unhappy customer.  Just wanted to toss that in there. ;)
« Last Edit: November 01, 2007, 12:33:31 PM by Mitch »

Offline Mitch

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Re: Suspended Account FAQ
« Reply #4 on: November 01, 2007, 12:28:22 PM »
Stealing borrowing this awesome detailed explanation from Florin:   :happy:



Hello,

If any of you ever used WHM (Web Host Manager, the cPanel's administration interface), you'd know that there is a "CPU/Memory/MySQL Usage" section in there. This section has dcpumon as backend which is a very powerful Linux administration tool that makes averages of each user's system resources usage. It generates averages starting from 00:00 AM until the moment when the statistics are requested. The number CPU/Memory/MySQL are expressed as follows: CPU usage is expressed as a percent of the total CPU processing power, Memory is also a percent of the server's total memory and MySQL is an average number of MySQL queries. This is the statistics that we generally use when we say that an account is using excessive resources or not.

It is very easy to see if a customer is using excessive resources as he is, usually, using much more resources than the rest of the customers and his usage is also far higher than the average of the usage on the server. Of course, this has a big disadvantage: we don't know the exact script that is causing the usage, all we get in that interface are the numbers.

As about the number of users located on a single machine, this is not an exact number. We have customers that never use more than 0.01% of the system's CPU power (the CPU usage numbers are per single CPU, our machines are dual-dual cores which means they have 4 CPU cores meaning that the customer is using less than 0.0025% of the total machine's processing power) so a machine can handle even 1000 such customers. Of course, we don't have machines with so many customers on them as we need the servers to be stable. Generally, our servers have very many customers with very little usage and few customers with a little higher usage. When on a machine there are too many customers with a little high usage, they are moved to other less crowded machines for load balancing.

Now, in your case, if you are using too much resources (which obviously can't be wrong as this data is automatically calculated by dcpumon) usually you get moved on a stabilization server. This way we don't suspend your account but you don't kill the production server either. We only allow customers to spend a maximum of 7 days on the stabilization server. During this time you have to make your account use less resources or consider upgrading to a Dedicated or VPS plan. As you see, we offer 350 GB of space and some of your accounts are very big so we cannot move them to a stabilization server because it would take too much time and would cause many unexpected issues.

Regarding the fact that we say we offer 350 GB but you never have the possibility to use it because other resource usage, this is not true. We have customers using over 200 GB of their space and have no problems.

Generally, to solve such issues, the most efficient solution is to enable caching on your applications. For example, if you have a very popular WordPress Blog, you should install and enable the wp-cache module.

I hope this clarifies everything about excessive usage.

All the best !

Florin Asavoaie,
LunarPages Junior System Administrator
« Last Edit: November 01, 2007, 12:31:37 PM by Mitch »
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Offline zivtong

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Re: Suspended Account FAQ
« Reply #5 on: November 02, 2007, 04:22:07 AM »
All people must need the ture
please dont delete my msg again:

I really need you reply !!!!!!
How many customer in one single basic plan server?

I just have some confuse if dedicated plan is for single customer used.
thats mean if using dedicated server ,customer can occupy 100% usage , right?

The question is Dedicated server plan $99/mo
Basic plan $6.95/mo

IF dedicated servercustomer can use 100% usage for single peronal use

Then, $99/6.95 = 14.2 customers
Thats mean one basic plan server  max can hosting 14customers only!
every customer can use 7% usage !
now, your limtation just only offer 1% for customer this is not make sense!!!

$99 plan you can earn money, thats mean basic plan if 14customer max already can balance your cost  otherwise earn money!!!

so, if every customer just offer 1%, thas mean basic plan you contain 100 customers right now?

this is your problem! you must keep good service for every basic plan customer, not customer follow your tight policy!

other basic plan user do you agree?


I think every customer just only 1%usage this is not make sense, once I running any script might over your limit!
so crazy! I just feel that your company only want money!

Offline Mitch

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Re: Suspended Account FAQ
« Reply #6 on: November 02, 2007, 04:30:09 AM »
Hello Zivtong, I am afraid an exact number can't be given because each server the Lunarpages runs is setup differently due to the needs of the clients on the server and the type of hosting account it is.  As mentioned before, one of the benifits of a dedicated hosting plan would be that it is on a server with less clients.  The shared hosting plans are not in any way, shape or form too stuffed with customers though. 

This paragraph from Florin's response should be handy to review too:

Quote
As about the number of users located on a single machine, this is not an exact number. We have customers that never use more than 0.01% of the system's CPU power (the CPU usage numbers are per single CPU, our machines are dual-dual cores which means they have 4 CPU cores meaning that the customer is using less than 0.0025% of the total machine's processing power) so a machine can handle even 1000 such customers. Of course, we don't have machines with so many customers on them as we need the servers to be stable. Generally, our servers have very many customers with very little usage and few customers with a little higher usage. When on a machine there are too many customers with a little high usage, they are moved to other less crowded machines for load balancing.

Please take a look at some of the questions and topics already addressed in this thread and if you have any other general questions please feel free to let us know. 
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Offline zivtong

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Re: Suspended Account FAQ
« Reply #7 on: November 02, 2007, 04:42:06 AM »
I just want you know please change your tight policy! I think this is not my fault
I feel server very fast and smooth why count me overloading your server???

I deleted all script in  past 3 hours, My site just can only read a simple text base php file right now
http://microheliclub.net

but when I try to check server status:
Server Load 7.77 (4 cpus) 
Memory Used 26.4 %

so funny?? just only one text base file

Your support respond very slow, waste my time, now I down my site, no one can use my forum, very bad~
But I prove your server status is fake tool!
Please investigate! Please dont let me have just want user upgrade feeling!
if still no solution please process refund procedure, this is your fault!

Offline Mitch

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Re: Suspended Account FAQ
« Reply #8 on: November 02, 2007, 04:48:55 AM »
Hi Zivtong, as mentioned in the first message of this thread no account specific questions will be dealt with here.  I do understand your frustration - but those issues will need to be dealt with official Lunarpages support.  You do raise some good general questions though so let me tackle those.

Watching the server stats via cPanel can often be misleading.  Please check out this thread for more information on how to read these numbers and why they might not exactly be right.  This is more of an issue with cPanel itself than something Lunarpages can prevent.
« Last Edit: November 02, 2007, 05:37:03 AM by Mitch »
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WTJR

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Re: Suspended Account FAQ
« Reply #9 on: January 14, 2008, 08:00:36 AM »
Hello I for one am very glad they monitor usage and take agressive action. I was at the other hosting company for the last 5 years and mysql just tanked and users sucked the life out of it, to many users using to much!
I hope lunarpages DOES NOT over sell and go the same route... So far so good for me BUT this is a real problem a serious problem on the net these days IMHO.

Offline ickb

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Re: Suspended Account FAQ
« Reply #10 on: February 07, 2008, 10:07:51 PM »
Hello I for one am very glad they monitor usage and take agressive action.

I have to definitely agree with WTJR and with Lunarpages of shutting down any SHARED or VPS accounts that abuses the CPU, TOS(terms of service) usage *BEFORE* forcing others on the shared server to go down or get blacklisted. :yey: You don't know how hard many of us work to make sure scripts, forums, blogs, etc. are *NOT* running out of control to stay way well below LP's TOS. If any website is busy enough to get shut down, any good webmaster knows that they are pushing the limits ahead of time and knows when to go DEDICATED especially when LP is so clear of TOS(terms of service) :yep: I've really suffered in the past from web hosting companies that didn't know how to load balance or didn't load balance properly..:help: in the future if LP doesn't load balance properly, I'll definitely post questions to this forum *IF* this happens.

IMHO - My sites load faster on LP shared than the other 2 host on shared that I'm using. SMF definitely runs more smoothly on LP than the other 2 hosting companies I am presently on. LP's job of Load balancing properly so everyone is happy is definitely not easy and moving a website that is abusing the CPU is not easy for LP or the website webmaster.  One of LP's competitors just shuts down the whole individual website when a website is abusing the CPU/Bandwidth/Space TOS(terms of service) explained very clearly...-and I have no problems if Lunarpages were to adopt this policy in the future to keep the vast majority of LP hosted websites created by responsible webmasters :thumb: using LP Shared hosting or VPS. Part of the webmaster's job is to also do their job of load balancing and if increased hits to the website is growing arithmetically or geometrically working the CPU/Bandwidth/Space TOS for Lunarpages.. switch to a VPS or Dedicated server before it becomes a problem on a Shared/VPS hosting plan. IMO-this will keep *EVERYONE HAPPY*  :9:

Offline lpfollower

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Re: Suspended Account FAQ
« Reply #11 on: February 28, 2008, 06:25:49 AM »
I agree with ickb. Lunarpages-powered SMF site is indeed powerful. I have one SMF site with decent traffic and I'm just happy that Lunarpages is very stable and reliable.

I just wonder if you offer free support for upgrade from shared to VPS or Dedicated server? For a webmaster, it's quite tedious to transfer stuff from one server to another. IMHO.

Offline humeston

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Re: Suspended Account FAQ
« Reply #12 on: May 03, 2008, 08:26:41 AM »
My account is suspended, and I have several websites, blogs, etc running on it and now everything is dead.
I would like to make a suggestion to the experts at lunarpages.com. Don't assume that just because someone has a blog that they have PhD in Computers from MIT. Don't email and say you you have a php script that is cvausing a problem, please fix it. Ya got to take the time and be more specific. I have several php scrips. Which freaking one???? And how the heck do I fix it? Especially, when my site is SUSPENDED!!!!!!! If I could access the control panel of my blogs I could probably stumble about and by accident, in a few weeks or so, figure it out. But you know, it wold actually be helpful if someone at lunarpages actually     helped...



katrina1

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Re: Suspended Account FAQ
« Reply #13 on: May 03, 2008, 08:33:54 PM »
For PHP, the system does not tell us exactly which script is causing the issue. If it did, we would certainly tell you. Keep in mind also we are not familiar with what you have installed on your account and webmasters are responsible for all files uploaded on their accounts. We try to help when we can see where the issue is.

A lot of things can cause usage issues but the best place to start is to check all files on the account to be sure you uploaded or created all of them, upgrade all scripts to the latest versions, if you just made a change such as adding a plugin then disable it, and check the raw access logs as well as stats to see where the bulk of activity is coming from and any suspicious activity. You can get Cpanel access to do this just by replying to the ticket and asking. When they enable it, the URL to access it will be https://server.lunarpages.com:2083 (or server.lunarservers.com or servers.lunarmania.com depending on your server). Change "server" to the name of your server here.

If they unsuspend the account but the site is still using excessive resources, then disable all scripts and reenable them one at a time. Wait 24 hours and ask for a server stats reading. If all is good, then enable another one and repeat until you find it. Yes it can take a while but there is no magic button we can push to automatically point out the culprit for PHP issues.

Offline rdsm

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Re: Suspended Account FAQ
« Reply #14 on: May 06, 2008, 06:21:35 PM »
My card on file was having trouble, it took me a week to sort it out and meanwhile my account was suspended, which is fine, but the charge went through 2 days ago now and my account still states "By updating your credit card information you will be automatically unsuspended and the card will be charged within the next 24 hours," and my account is still not accessible. Staff responded to my ticket within minutes when trying to bill, now that it's been billed the response time is days.

 

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