Continued outages after yesterday's maintenance?

Ever since yesterday’s maintenance, my home page at http://matesfamily.org has been working. But, http://bzforum.matesfamily.org/index.php and a separate bugzilla page aren’t responding at all. Both PHPBB and Bugzilla require a MySQL connection up and running. Also, I can’t seem to connect via Filezilla’s sftp to the server I’ve connected to for months.

Something get missed in the changeover? Thanks

FYI - depending on where you connect from, my DreamHost sites either work or don’t. Traceroute shows this:

Working connection

Tracing route to bzforum.matesfamily.org [173.236.227.112]
over a maximum of 30 hops:

  1    50 ms    51 ms    48 ms  192.168.199.63
  2    50 ms    49 ms    51 ms  192.168.199.254
  3    49 ms    52 ms    49 ms  192.168.199.1
  4    57 ms    52 ms    50 ms  okcedge2.boithostedservices.com [71.146.224.4]
  5    62 ms    61 ms    65 ms  kanc-b1-link.telia.net [62.115.149.249]
  6    71 ms    71 ms    72 ms  dls-b21-link.telia.net [213.155.130.178]
  7    65 ms    67 ms    67 ms  abovenet-ic-311233-dls-b21.c.telia.net [62.115.55.202]
  8    65 ms    66 ms    65 ms  ae7.cr2.dfw2.us.zip.zayo.com [64.125.20.233]
  9   123 ms    97 ms    99 ms  ae27.cs2.dfw2.us.eth.zayo.com [64.125.30.182]
 10    95 ms    95 ms   111 ms  ae5.cs2.iah1.us.eth.zayo.com [64.125.28.102]
 11    96 ms    98 ms   116 ms  ae3.cs2.dca2.us.eth.zayo.com [64.125.29.44]
 12    94 ms    93 ms    93 ms  ae27.cr2.dca2.us.zip.zayo.com [64.125.30.249]
 13    96 ms    95 ms    94 ms  ae15.er5.iad10.us.zip.zayo.com [64.125.31.42]
 14    95 ms    95 ms    94 ms  208.185.23.134.t00867-03.above.net [208.185.23.134]
 15   104 ms    98 ms   100 ms  ip-208-113-156-4.dreamhost.com [208.113.156.4]
 16   104 ms   101 ms   102 ms  ip-208-113-156-14.dreamhost.com [208.113.156.14]
 17    98 ms   103 ms    94 ms  apache2-noxim.william-livingston.dreamhost.com [173.236.227.112]

Trace complete.

Broken connection:
Note: sanitized the closest public IP with XX here.

Tracing route to bzforum.matesfamily.org [173.236.227.112]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]
  2    22 ms    24 ms    22 ms  10.35.192.1
  3    21 ms    22 ms    22 ms  COX-68-12-9-XX-static.coxinet.net [68.12.9.XX]
  4    21 ms    24 ms    22 ms  COX-68-12-9-174-static.coxinet.net [68.12.9.174]
  5    33 ms    33 ms    32 ms  dalsbprj01-ae1.0.rd.dl.cox.net [68.1.2.109]
  6    37 ms    38 ms    38 ms  68.105.30.22
  7    35 ms    34 ms    32 ms  ae7.cr2.dfw2.us.zip.zayo.com [64.125.20.233]
  8    72 ms    70 ms    70 ms  ae27.cs2.dfw2.us.eth.zayo.com [64.125.30.182]
  9    74 ms    74 ms    73 ms  ae5.cs2.iah1.us.eth.zayo.com [64.125.28.102]
 10    75 ms   116 ms    77 ms  ae3.cs2.dca2.us.eth.zayo.com [64.125.29.44]
 11    68 ms    71 ms    73 ms  ae27.cr2.dca2.us.zip.zayo.com [64.125.30.249]
 12    70 ms    69 ms    69 ms  ae15.er5.iad10.us.zip.zayo.com [64.125.31.42]
 13    71 ms    87 ms    71 ms  208.185.23.134.t00867-03.above.net [208.185.23.134]
 14    73 ms    77 ms    72 ms  ip-208-113-156-4.dreamhost.com [208.113.156.4]
 15    77 ms    75 ms    77 ms  ip-208-113-156-14.dreamhost.com [208.113.156.14]
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.

Two issues I’m seeing now.

  1. A portion of my dreamhost hosted site is returning a 500 Internal Server Error after 10 seconds.

  2. I can’t access the Web Hosting Control Panel.
    Details: I’m getting a 500 error when I go to dreamhost.com, click Sign In button in upper right corner of screen, then click Web Hosting Control Panel. After 10 seconds I am taken to https://panel.dreamhost.com, with the message “This site can’t be reached.”

Question:
Does anyone know a dreamhost support phone number I can call? I looked but could not find. I submitted a “I can’t log in to my DreamHost account” request via “www.dreamhost.com/support” but would like to be more pro-active.

Thanks!

Thank you for contacting us for help!

The panel is back online! If you are not able to access the panel a quick workaround is to try the domain thru a proxy site like https://kproxy.com/ If you have already sent in a ticket via the contact form please supply us with the ticket# (starts with a 7) or the name it was submitted under and we can look into the status.

I’m afraid that we do not offer a call-in number and callbacks are part of our premium support https://help.dreamhost.com/hc/en-us/articles/215721217 Our support team has been dealing with a large increase of support request over the holiday weekend and are doing the best to make sure we answer all tickets within our 24 hour guarantee.

Thanks!
Matt C

Still down for me and many users. I got a “your ticket has hit the 24 hour mark” email yesterday, but it’s now past 48 hours and no email today, and no resolution. Any chance this will be addressed? Thanks.

@nmates: currently there are no known issues with accessing networks so I suspect something else is at play here that requires further investigation. Do you have a ticket open already? If not, I recommend you opening one so the issue can be properly investigated.

I have two tickets open thru the panel – not sure on the etiquette of posting the ticket #s here. But, they’re on my account, with the same email address as on this forum account.

On one of them, I posted the traceroutes already mentioned on this thread showing a routing issue between ip-208-113-156-14.dreamhost.com [208.113.156.14] and apache2-noxim.william-livingston.dreamhost.com [173.236.227.112], depending on the source.

The other was responded to earlier today – after ~48 hours – and I replied back with additional traceroutes from other source IPs. Same routing issue between ip-208-113-156-14.dreamhost.com [208.113.156.14] and apache2-noxim.william-livingston.dreamhost.com [173.236.227.112], depending on the source. My email reply was over 9 hours ago now, with zero further contact from Dreamhost. And, the problem still persists – I cannot reach william-livingston.dreamhost.com from home since the weekend. My computer at work (connectivity via rr.com) can connect just fine.

Let me pose a question: are those traceroutes I quoted this page (and the further ones on email) acceptable behavior for packets? Should I be able, from my home connection on Spectrum (was Time Warner Cable) to connect to william-livingston.dreamhost.com? I’ve tried sftp, http, traceroute. None of those work. They used to. I and others cannot connect. At what point can this be escalated to someone who can look into this in a timely manner? Thanks.

Zero contact from Dreamhost today. Nothing on this thread, nothing on tickets #7667928 or #7669602. Still unable to get to william-livingston.dreamhost.com from home on sftp, http or traceroute. Panel works fine from home, guess I’m lucky that way.

As I said over twenty four hours ago,

Thanks.

Thank you for that ticket#!

I apologize for the delay in response as your support team is dealing with a large increase in ticket requests. I was able to get your tickets escalated over to a team specialist to look into and they will update you accordingly.

Thanks!
Matt C

Still utter failures trying to connect from home. On Friday, I got a ping from support, and I emailed back two failing traceroutes (like above) that show things having routing issues inside Dreamhost. No response to my email, other than the automated “we got your message” reply.

I’m having similar issues, though mine only occurs when I try to log into the wordpress admin panels within my site. I enter my user name and password, then I immediately get error code 500…

The help I got on this issue early this week was great – things were generally quite smooth to *.matesfamily.org from Tues - Fri this week (Deb 28-Mar 3). However, another weekend time seems to be sending errors back into overdrive. Maybe 50% of my http requests to http://matesfamily.org/bz2 (no MySQL involved) timeout from home.

The midweek support staff seems better than the weekend staff. :frowning: