Site not accessible during the last day


pkonto
Asked:
2013-10-24 3:43 pm EST

Hits: 462
Hello.

My site is either not loading at all or throwing error connecting to the database since yesterday. I cannot do anything and it is a very long time. It works for a while but then the same. In support chat they told me twice that something is wrong with the server hosting my domain.

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Arn
Staff
10,585 Points
2013-10-24 4:35 pm EST
Hello Pkonto,

I'm sorry to hear that you're having problems with the website and connecting to the database. I did investigate the issue and the problem lies in the load on the MySQL server. It's currently under a heavy load. Our systems team is aware of the issue, but you are welcome to provide further input or ask for further assistance by sending a verified email to support@inmotionhosting.com. If you need further information, please go to contacting technical support.

At the moment, the best thing that you can do is wait for the load to subside on the SQL server. I do see the site load, albeit slowly. You also have the option of either upgrading your account to a VPS or Dedicated server. You may also consider submitting a request to be placed in the East Coast data center based on your server performance results (see Max Speed Zones).

Apologies again for the slow response of the server.

Kindest regards,
Arnel C.

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thanks for the feedback. I am aware that i have a shared hosting plan but that doesn't change the fact that I can't work on a site that I pay for the past day. It is a very long time and all this time I lose visitors and it is not the best for my site's image. How can I request to be in the East Coast ?

pkonto
17 Points
2013-10-24 4:59 pm EST
Hello Pkonto,

In order to be transferred to a different data center, you will need to submit a verified email to support@inmotionhosting.com. Verification is done by including either the last 4 digits of the credit card on your account or the Account Management Panel (AMP) password. Indicate that you would like to be moved to the East Coast data center. Bear in mind that, the move may take a little time as they are moving the entire website to a different server (it's not an instantaneous or minutes long process) .

Sorry again for the issues with the slow SQL server response.

Regards,
Arnel C.
Arn
10,585 Points
Staff
2013-10-24 5:17 pm EST
Hello.

I still face problems after a week or so. The problem on the server seems to have been fixed but my site has problems loading. Most visitors receive a 404 error page when trying to browse the site. Also the transfer to the other datacenter has not been completed from Friday.

Can someone advice?
pkonto
17 Points
2013-10-30 7:46 pm EST
Hello Pkonto,

Apologies for the continuing issues. I just reviewed your account and the move was completed an hour ago. You should see an update to that ticket request. You can follow up on any move actions through that support ticket. It's hard to judge performance of the site from this location as we are not far from the server in comparison to yourself. If you continue to have slowness, you should check your connection using the ping and traceroute diagnostic tests.

Apologies again for the issues - I hope that the move helps to resolves these issues shortly.

Kindest regards,
Arnel C.
Arn
10,585 Points
Staff
2013-10-30 8:19 pm EST
Hello Arn. It turns out that there was a problem with a post only. I was working on the old server when i created the post. But the server changed and it doesn't have the new post. How can I have access to the old server to copy the post to the new server?
pkonto
17 Points
2013-10-31 5:45 am EST
Hello pkonto,

It is not possible to collect a single post from the old server's database. You can, however, get a copy of the entire database. To do so, you simply need to send in a verified email request to support@inmotionhosting.com (verify with either the current AMP password or the last 4 digits of the credit card on file). They will be able to obtain an export of the database and give it to you. You would need to be able to extract the post data on your own, however.

Kindest Regards,
Scott M
Scott
10,078 Points
Staff
2013-10-31 10:50 am EST
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