Getting help when panel is down?


#1

Hi all,

For the last 24 hours I’ve been unable to reach panel.dreamhost.com (“The connection has timed out. The server at panel.dreamhost.com is taking too long to respond…”). Since the only way to open a support ticket is via the panel, how can I notify DH that I could use some help? (Seems like a Catch-22 to me…)

Thanks for any advice!

John


#2

It sounds like you have some connectivity issues, as I have used the panel a lot during that time (I have it open now, in fact). At any rate, if you can’t reach DH Support via the panel, you can always contact them via the general contact form at http://dreamhost.com/contact.cgi.

This may not be as fast as using the panel, but it will end up in the right place. :wink:

–rlparker


#3

@rlparker: Many thanks for reminding me of DH’s general contact form (duh!). I’ve just sent 'em a message. Alas, I don’t quite know how to proceed if it’s a connectivity issue; perhaps they’ll be able to help me out.

– jtbullitt


#4

No problem! There’s generally not much they can do if it connectivity related to your ISP/connection.

You can always try the “usual suspects”:

  1. Clear you caches (browser/computer/router)
  2. Flush DNS
  3. Disconnect/reboot/reconnect - If you use a dynamic IP address, maybe a new IP address and/or new routing might help
  4. kill your DSL/cable modem and restart to force a new IP address and new connection to your ISP, if applicable)

Run a traceroute and see if you are crapping out before you get to DH panel?

I know it’s not much, but that’s a start and sometimes that stuff does work :wink:

–rlparker


#5

Thanks for rounding up the usual suspects. It looks like the problem is on the DH end:

traceroute to panel.dreamhost.com (66.33.201.130), 64 hops max, 40 byte packets
1 [snipped off for privacy :)]
2 [snip]
3 at-1-2-0-1719.core-rtr2.bos.verizon-gni.net (130.81.9.245) 78.256 ms 25.329 ms 25.510 ms
4 so-0-2-0-0.bb-rtr2.bos.verizon-gni.net (130.81.20.86) 24.668 ms 26.079 ms 25.275 ms
5 0.so-2-2-0.xl2.bos4.alter.net (152.63.16.13) 27.917 ms 27.160 ms 27.668 ms
6 0.so-6-0-0.xl2.lax15.alter.net (152.63.112.61) 133.519 ms 113.988 ms 114.531 ms
7 pos7-0.gw2.lax15.alter.net (152.63.117.85) 118.186 ms 117.588 ms 117.379 ms
8 internapgige-gw.customer.alter.net (157.130.236.110) 117.213 ms 116.923 ms 116.354 ms
9 border1.po2-bbnet2.ext1a.lax.pnap.net (216.52.255.95) 115.871 ms 116.626 ms 117.114 ms
10 newdream-1.border1.ext1a.lax.pnap.net (216.52.220.78) 119.423 ms 122.974 ms 121.602 ms
11 lb1.sd.dreamhost.com (66.33.206.96) 119.335 ms 120.023 ms 118.920 ms
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * *^C

Still waiting to hear back from DH about this.

– jtbullitt


#6

What is panel.inalias.com? This is the reverse dns for 66.33.201.130.

I have 208.97.187.201 as the IP address for panel.dreamhost.com.

Perhaps you need to flush your DNS cache?

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#7

That’s a great question, and a good suggestion! Man you have some sharp eyes today. :wink:

–rlparker


#8

[quote]What is panel.inalias.com? This is the reverse dns for 66.33.201.130.

I have 208.97.187.201 as the IP address for panel.dreamhost.com.

Perhaps you need to flush your DNS cache?[/quote]
Remember they have several machines running the panel behind a load balancer. There is actually a panel1.dreamhost.com and so forth with at least 7 different IP addresses. Seems to me like an IP address got switched around and is no longer part of the panel pool of machines.

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