Issue: Emergency Filesystem Recovery on biz112
Status: Our Systems team has successfully completed emergency filesystem recovery on the biz112 server.
Who is impacted?No one should be experiencing any issues at this time..
Estimated time until resolution: At this time all services have been restored with no loss or corruption of data.
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n/a Points
2014-07-17 7:05 pm
Give us a better sense of when the server will be back up.
Staff
9,968 Points
2014-07-17 7:39 pm
Hello Matthew,

Unfortunately the file system recovery process is still running at this time, there are rough estimates that it might be around 40% complete. Although this number doesn't give a great ETA on when the scan will actually be completed as the server tries to estimate how long it will take but it varies back and forth through the process.

We will update this guide when we have a more concrete estimation of when full services will be restored. We greatly apologize for these issues, and appreciate you patience while we wait for things to return to normal.

- Jacob
n/a Points
2014-07-17 7:39 pm

this is ridiculous. It's been over 7 hours and all it can say is no ETA.   How is that possible?  we need some sort of ETA to tell our screaming employers. 

Staff
17,354 Points
2014-07-17 8:35 pm
Hello Gary,

I totally understand the frustration that goes with the server downtime. Unfortunately, the recovery operations for the server do take some time, and it's not possible to give an accurate ETA because of the data recovery efforts. There is a large amount of data involved in the process, and the rate at which it is being checked/recovered can vary. The best way I can describe it in layman's terms is similar to when you use a Windows computer and you take a large set of files and you move it from one location to another. The window typically gives you a time estimate, but the greater the number of files, the less accurate that estimated time of completion becomes.

I apologize I cannot be more specific than that without becoming too technical. The systems team is working as fast they can to get the server up and operational once again.

Kindest regards,
Arnel C.
n/a Points
2014-07-17 7:58 pm

I don't know how the server business works.  If my computer goes down, I can swap in a new, regularly-cloned, bootable drive, and be back up and running within minutes, losing only the data since the last backup.How does your business not work this way?  Shouldn't there be duplicate servers ready to go on a moment's notice? One dies, power on the next.  Again, I have no idea if that's possible, but it sure should be.  A day without email, in 2014, is brutal.

Staff
17,354 Points
2014-07-17 8:42 pm
Hello Jared,

I sincerely appreciate your suggestion. There are definitely ways to create backup systems, but there are definitely differences in scale for a server of this nature. We do appreciate your patience and understand the frustration involved with the downtime.

Our systems team is working to make the server operational as soon as possible.

Regards,
Arnel C.
n/a Points
2014-07-17 8:49 pm

Why doesn't InMotion have a backup? And how will you compensate your customers for losing an entire day of revenue?

Staff
9,684 Points
2014-07-18 10:12 am
Hello Sylvia,

Thank you for contacting us. We do apologize for the inconvenience of this service interruption but assure you that this maintenance was done to protect your data. At this time there should be no data loss or corruption.

Since this is just our public forums, you would have to contact Live Support for account specific, or billing related questions.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-07-17 8:56 pm

Isn't there anyway to at least get up a page that says "we're experiencing technical difficulties" or something similar so customers aren't just getting nothing?

Staff
9,684 Points
2014-07-18 10:19 am
Hello Hillary,

Thank you for contacting us. Unfortunately, it was emergency maintenance and took time to complete a full file system check, due to the nature of Shared hosting.

As soon as our Systems team verified there was no data loss or corruption, your services were restored. We do apologize for the inconvenience of this service interruption but assure you that this maintenance was done to protect your data.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-07-17 9:18 pm

Since we have been down almost 9 hours and counting, I assume we will be reimbursed for a year of hosting since you are beyond your guaranteed up time.  This is unacceptable.  Clients are waiting for critical emails for their business.

Complete early morning on 7/18?  You mean after midnight on 7/17 or the time we get up in the morning on Friday?

Staff
9,684 Points
2014-07-18 10:43 am
Hello Dorothy,

Thank you for contacting us. We definitely understand your frustration, and take this very seriously. At this time all services have been restored with no loss or corruption of data.

Since this is just our public forums, you would have to contact Live Support for account specific, or billing related questions.

We understand and completely apologize for the inconvenience this service interruption caused, but assure you that this maintenance was done to protect your data.

Thank you,

-John-Paul
n/a Points
2014-07-17 9:26 pm

I am in Hawaii. I received my last email at 5.24am Hawaii time. It is now 3.24pm. No email and no websites. Clients can't even send emails, and they don't receive information that the problem is temporary. Potential clients that might have visited our websites are unlikely to return. When will the problem be fixed, and what will you do to prevent future outages of this kind? Why didn't you email your biz112 clients that there was a problem? I am very disappointed.

Staff
9,684 Points
2014-07-18 11:07 am
Hello Michael,

Thank you for contacting us today. We absolutely understand your disappointment, since our goal is to be up at all times as well.

Due to the nature of shared web hosting, it took quite some time to complete a full file system check. All services are returned to normal function at this time.

At this time we do not have a notification system in place, I have forwarded your suggestion to our management team. There are many 3rd party .Monitoring Services available that can send notifications when it sees issues.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul
n/a Points
2014-07-18 10:47 am

How do I unsunbcribe from these alerts?  THey are now redundant.

Staff
9,684 Points
2014-07-18 10:55 am
Hello Matt,

Thanks for your question. Please follow the Unsubscribe link in the email. It should remove you from future notifications.

If you have any further questions, feel free to post them below.
Thank you,

-John-Paul

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