Need help -- site down, tech support non-responsive


#1

Hi. A colleague and I run The Philly Soccer Page at http://www.phillysoccerpage.net. This online magazine draws about 120,000 page views per month.

The site has been down for 10 hours. We have gotten zero information from Dreamhost about what the problem is or when it will be fixed. (Our own in-house tech guy thinks the site is getting stuck either in the PHP somewhere or in the Varnish, and the settings for both are something that they set up as part of DreamPress. The timeline of our outage also matches the timeline of the DreamObjects outage.)

Can someone at Dreamhost please help?

We have gotten good support from Dreamhost in the past, but this time, the Dreamhost representative has been very little help and inspired no confidence that a resolution is near.

Here is the text of our chat with tech support:


Reply from DreamHost (Jun 6, 2014 - 04:34:32 / #90250523)
Subject: Live chat transcript for 2014-06-06 04:06:02 Customer Name:
Webid: farnsworthuk
Begins: 2014-06-06 04:06:02
Ends: 2014-06-06 04:34:32
Duration: 28.5 minutes

[04:06:02] info: Please wait for a site operator to respond.
[04:08:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[04:10:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[04:12:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[04:14:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[04:16:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[04:18:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[04:20:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[04:22:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[04:23:31] info: You are now chatting with ‘DanielH’
[04:23:36] DanielH: hello! how can I help you?
[04:23:46] [04:24:17] DanielH: checking
[04:24:27] Ed Farnsworth: Thank you.
[04:24:55] DanielH: any new plugins installed or updated?
[04:25:34] Ed Farnsworth: A few plugin updates two or three days ago
[04:26:06] Ed Farnsworth: 4, I believe (but our changelog is stored in the backend)
[04:30:09] Ed Farnsworth: Is this related to the DreamObjects outage reported on the DreamHost site? Pingdom says the site has been down for 365 minutes, which corresponds to the timeframe in the alert.
[04:30:11] DanielH: I will get this worked on and email you later
[04:30:20] DanielH: I dont think so
[04:30:35] DanielH: but I will email you when fixed, thanks for your patience
[04:31:05] Ed Farnsworth: What is the ETA for this?
[04:31:20] DanielH: hopefully son
[04:31:22] DanielH: soon
[04:31:52] Ed Farnsworth: email farnsworthuk@msn.com
[04:32:09] DanielH: will do
[04:32:26] Ed Farnsworth: Can you giveme any insight into the nature of the problem?
[04:32:49] DanielH: I will try to get some info in email
[04:33:37] Ed Farnsworth: OK. I guess all I can do is wait. I hope “hopefully soon” is very soon.
[04:33:50] DanielH: ok, thanks!
[04:33:53] DanielH: bye for now
[04:34:32] info: Chat session has been terminated by the site operator.

Reply from DreamHost (Jun 6, 2014 - 06:28:50 / #90252614)
Subject: Live chat transcript for 2014-06-06 05:55:02 Customer Name:
Webid: farnsworthuk
Begins: 2014-06-06 05:55:02
Ends: 2014-06-06 06:28:50
Duration: 33.8 minutes

[05:55:02] info: Please wait for a site operator to respond.
[05:57:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[05:59:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[06:01:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[06:03:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[06:05:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[06:07:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[06:09:02] info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
[06:10:21] info: You are now chatting with ‘DanielH’
[06:10:26] DanielH: hello! how can I help you?
[06:12:06] Ed Farnsworth: DanielH, I was in touch nearly two hours ago about our site being down. The site is still down, which means it has been offline for going on 9 hours. Please provide some sense of what is wrong and when the site will be back up.
[06:13:03] DanielH: sorry for the trouble, I will get admin to check it
[06:13:08] DanielH: I will email you when fixed
[06:14:07] Ed Farnsworth: I need something more than “I will email you when fixed.” Please describe what the problem is. Also, please provide a contact email so I can avoid waiting in the chat queue.
[06:14:31] DanielH: I dont know what the issue is, so what is why the admin is checking on it
[06:14:50] DanielH: sorry, just super busy tonight, trying my best to get this fixed
[06:15:36] Ed Farnsworth: Is this a problem specific to my site or a wider problem affecting other sites?
[06:15:57] DanielH: just your site as far as I know
[06:16:56] Ed Farnsworth: What contact email can you provide me with to someone in admin. Not a general email, a specific email address for a specific person?
[06:18:31] Ed Farnsworth: Also, is our site issue currently being worked on following my first chat session nearly two hours ago, or am I waiting in line?
[06:20:51] DanielH: trying to get an email for you
[06:26:41] DanielH: still trying…
[06:28:43] DanielH: sorry not able to get an email for you, but your site is being worked on, so I will email you soon, thanks again for your continued patience
[06:28:50] info: Chat session has been terminated by the site operator.

You can reach us at dswalsh@yahoo.com and farnsworthuk@msn.com or call 215-850-6284. Thank you.


#2

Hello there,

Thank you for contacting us for support. I apologize for any frustration and the delay. Our support team is handling a large increase in support requests as fast as possible. Please send our support team a ticket with the details here https://panel.dreamhost.com/index.cgi?tree=support.msg& and I will get it escalated right away.

Thanks!
Matt C


#3

My sites have also been down for over 24 hours and am waiting for resolution. Have entered to support tickets. Will try Chat after work.


#4

I’ve been expecting this kind of thing ever since I read (on Nov 8th, 2010)

( http://www.dreamhost.com/dreamscape/2010/11/08/meet-us-wednesday/ )

Maybe you’ve been a dreamhost customer for longer than the person you are talking to has been a dreamhost employee. In which case, instead of hoping that they’ll give you confidence, your task is to give them confidence.


#5

They got me back up starting 2 days ago – back down again.


#6


http://www.phillysoccerpage.net looks OK to me.

Lots of coding errors but it loaded OK using Firefox 29.0.1 with debugging turned off.


#7

John D, all the domains on your account are up and running except one, which has it’s DNS expired. Two have errors on load, but they’re certainly up.