Continued outages after yesterday's maintenance?


#1

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


#2

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.

#3

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!


#4

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


#5

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.


#6

@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.


#7

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.


#8

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.


#9

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


#10

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.


#11

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…


#12

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: