Wish to close my account and recieve a refund

Category: Billing

doxigo
Asked:
2013-06-14 9:26 am EST

Hits: 706
I ordered a two year launch plan to start on www.visatousa.com, but seems like there is lots of server issues on your side which caused me receiving this error and having my site down 3 times in a month:

PDOException: SQLSTATE[42000]: Syntax error or access violation: 1286 Unknown storage engine 'InnoDB': SELECT expire, value FROM {semaphore} WHERE name = :name; Array ( [:name] => variable_init ) in lock_may_be_available() (line 167 of includes/lock.inc).

which I assume happens when you change the innodb_log_file_size parameter or basically innodb engine is disabled, but talking to your support team always telling me its a code (they mean application) problem which is not right. once Tim S mentiond it's a server issue which I'm thankful for his honesty and they fixed the problem in half an hour.

anyhow with these circumstances I rather transfer my hosting provider to a more porper one.

I couldn't find anywhere that I can request a refund, so that's why I'm posting a question here.

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Well suddenly without changing anything the website is back to normal, but still rather have the refund. thanks
doxigo
11 Points
2013-06-14 09:37 am EST

OTHER ANSWERS

0

Scott
Staff
18,772 Points
2013-06-14 10:11 am EST
Hello doxigo,

I did check into the server and see that the innodb engine does indeed exist on the server. It is our default engine for shared servers. It does appear that the my.cnf file was changed on 6/14, however I cannot see exactly what was changed. So far, no other accounts on the server are having an issue, so I am not certain that the issue is entirely from that file change as things change often on servers as needed and do not result in issues.

I am happy to check your particular situation if you can provide the steps on how to receive the error.

If you still wish to cancel, however, you will need to contact our Live Support department with the proper request. To do so, you would need to contact our Live Support department at support@inmotionhosting.com with that request. Be sure to validate your account with either the last 4 digits of the credit card on file, or the current Account Management Panel (AMP) password.

Best Regards,
Scott M

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Hey Scott, thanks for the reply, I do like to know what went wrong with the server and why? please let me know if you figure it out what exactly was it. Maybe because my website running on a Drupal installation? or something else? is there a way to fix this or I have to expect having this issue at least twice a month?
doxigo
11 Points
2013-06-14 2:52 pm EST
Hello doxigo,

Unfortunately I was unable to find an account with us based off the email address you submitted this post under, so I wasn't able to directly take a look at the error logs for you.

Our MySQL settings, and the mysql.cnf file should be the same though across our shared fleet of servers. Taking a look at the specific error you were getting on Google, it seems this is a semi-common issue with Drupal.

It seems like this error can be triggered when certain conditions like your scripts attempting to allocate too much memory occur. If this is the case, it could probably be fully resolved with some Drupal database optimization.

It could also be, as you mentioned if the innodb_log_file_size variable was changed. However as a lot of websites rely on InnoDb, we monitor this service, so if it was down server-wide we should have received an alert to diagnose any issues.

Unfortunately all of that is speculation, but reviewing the error log on the server itself should be able to provide more insight. If you could please share with us the domain name you were having this issue with we can take a look for you. Or if you are not comfortable with your domain name being displayed to the public then please contact support via Live chat and have them relay your information to us.

Hope that helps a bit, and sorry for the issues!

- Jacob
JacobIMH
9,968 Points
Staff
2013-06-14 3:50 pm EST
Hello Jacob, thanks for the answer and the detailed explanation. the website I have issue with is: http://www.visatousa.com as I mentioned in the question. Please after you are done looking into the problem let me know if there is anything I can do with the Drupal optimization.
doxigo
11 Points
2013-06-14 5:07 pm EST
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