Noc Outage

[TCH-Bala 17]

We are experiencing downtime on our NOC, it is not just TCH but the entire facility which hosts our NOC. We are in the process of tracking this down We have all our team working on this. We will update you as soon as we get it from the Data Centre guys.

[TCH-Bala 17]

Looks like it is a major power fault at the building. They are working on it, am sorry to say there is no ETA yet.

[zethon 0]

Out of curiosity, what city and state is the NOC located?

[TCH-Bala 17]

Our facility is at Troy MI.

At the moment we are waiting for electricians update

[TCH-Bala 17]

Got word that the building got hit by lightning. All power and fiber lines are down. Two portable generators are in route as is the utility company. The fiber to the building is down in multiple places due to bad storms, we have fiber crews out working it.

[digitex 0]

Glad you guys are working on this! I was planning on making some changes to our business website this morning but guess I can't until things are back up.

[TCH-Bala 17]

Fiber crew is on site.

[David Botts 0]

Post Pics Thanks for getting on this so fast. I noticed your own site is down as well, yikes.

[Tina Kendall 0]

Thanks for keeping us updated

[TCH-Bala 17]

We are coming up.......................

[Tina Kendall 0]

I'm up

[scotlandview 0]

• Back Online! Thanks for the swift response and for keeping us well informed, much appreciated :-)

[gtman55 0]

I'm on Jendar and my site is still down.

[rfrassetti 1]

I'm still down too...

[rfrassetti 1]

Wait change that, just came back up. Seems to be running slow though

[TCH-Bala 17]

We are going through the servers that are still down, some of which did not power up or on disk check.

[Tina Kendall 0]

Was up temperolrly .. now getting internal server error page

 

[wdv 0]

Site came up quickly on Felucia, but some services (smtp, webmail, cpanel) not working yet.

[TCH-Bala 17]

endor.tchmachines.com :: network card failed, replacing

[TCH-Bala 17]

ossus is up.

[hatala 0]

sanantonio is back up and all seems well.

 

Thank you for your quick response and continuous updates.

[TCH-Bala 17]

triton is up.

[TCH-Bala 17]

endor is up.

[Kevan 0]

Site on matra is still down.

 

Site on endor is working fine now

 

Thank You for keeping us informed during this busy time

[Gabi ~ ClaytonWorks 0]

coruscant is still down

Thanks

Gabi

[soned 2]

can edson be up soon as well

[TCH-Bala 17]

matra up

[Kevan 0]

matra is running but site is not working yet

 

get a 404, NOT FOUND Apache error when attempting to access the site.

[TCH-Bala 17]

matra taken down for inspection.

[TCH-Bala 17]

cathar is up

[nortk 0]

unni is giving "500 Internal Server Error".

[debdwright 0]

It appears that both naboo and skywalker mail servers still down.

 

Thanks.

[debdwright 0]

Correction, the entire servers, as both of my sites are down as well.

 

(Naboo and skywalker)

[Gabi ~ ClaytonWorks 0]

coruscant is up! Thanks, TCH!

[debdwright 0]

Matra must still be down for inspection? My other site is also 404 which resides on Matra.

[jnull 0]

My site is on Matra and just received this message from a site I manage there, a global membership site:

 

"Got a message just now from a member that they sent a prospect to our website and they were not able to access. What is linked to our url now is WORSE than nothing. Please let me know you have received this message. Sorry to interrupt your Saturday. "

 

Otherwise, someone else's site is now showing up rather than chenetwork.org ...

[TCH-Thomas 24]

Chenetwork.org is currently giving me a 404, so I guess the techs are working on it.

[carbonize 0]

It's already been stated that Matra is being inspected. Pain in the rear since I was hoping to push out a new version of Lazarus :|

[Sicarius 0]

Any updates? I dont know which server we are on but I do know we are down. What is the current list of servers are up, down (inspection), down (other)?

[TCH-Mike 5]

We have our data center team and technicians working on this as we speak. This is our #1 priority and we are working diligently on restoring all services. We apologize for the inconvenience but assure you that we are doing what we can!

 

Thanks for your patience and understanding.

[Head Guru 17]

Matra server is going thru a long File System Check.

[TCH-Bala 17]

Am afraid obiwan is going to need to be restored. Updates about that server will be posted HERE

[Kevan 0]

endor is now showing a 500 Internal error when attempting to access the site that has been working since 10am.

[Mdub702 0]

Can anyone please explain how I would go about finding which server my site is on?

 

obviously-marvelous.com

[Mdub702 0]

Can anyone please explain how I would go about finding which server my site is on?

 

obviously-marvelous.com

 

Figured it out, Matra

[TCH-Bala 17]

Mdub702, I believe you are on matra.

[Tina Kendall 0]

Please could you tell me what server I'm on please..

[TCH-Mike 5]

Tina what is your domain name?

[Tina Kendall 0]

Tina what is your domain name?

 

http://agiftfromwithin.co.uk/

 

Thanks for all your hard work

[TCH-Mike 5]

 

http://agiftfromwithin.co.uk/

 

Thanks for all your hard work

 

You are on the server 'unni'.

[Tina Kendall 0]

'unni' is back up. Thanks

[TCH-Mike 5]

We are making great progress on repairing all issues caused by the lightening strike. Thanks again for your patience.

[carbonize 0]

Any danger of seeing Matra back up and working anytime soon?

[TCH-Mike 5]

Any danger of seeing Matra back up and working anytime soon?

 

Matra is now back up and running

[j-f 0]

www.reefconcept.com

we are on the ossus server

and we are still down, the online store and forum still don't work since this morning

[carbonize 0]

Well Matra may be up and running but it's got issues. http://carbonize.co.uk/ you get a 404 and if you try to FTP in you get 421 Home directory not available.

 

Can login to cpanel but File Manager says there are no files in my home directory.

Edited July 20, 2013 by carbonize

[j-f 0]

on my cpanel : The MySQL® server is currently offline.

we couldn't make any invoice today, we lost a lot of money... please make sure it's working asap

http://www.reefconcept.com/forum/

[Kevan 0]

The smf forum on our site is not working either. Instead of the correct folders and files in the forum folder /smf/, there are a number of core.???? type files in there. core.10001 for example

 

matra server

[carbonize 0]

God I'm always getting core files from SMF. They are usually created whenever something causes PHP or MySQL to crash.

Edited July 20, 2013 by carbonize

[vdemente 0]

We are still having problems with mail, website and hosting. When you think this will be solved? This starts to be a big problem for us

[TCH-Mike 5]

Most sites are back up. If you are still experiencing issues please open a support ticket via https://support.totalchoicehosting.com

 

Thanks.

[Head Guru 17]

I will be posting a full disclosure of the events as soon as I can get the time.

 

We are still working some server issues, but this only accounts for

 

As Mike stated drop us a ticket if your having issues still, we will see the tickets faster than we will see anything you post here.

 

Thanks for your support during this serious issue at TCH.

[Kevan 0]

Thank You all for your hard work and long hours today.

[Head Guru 17]

Kevan it is clients like you and the many thousands at TCH that make our job such a pleasure.

 

I am still working with the team , many of us have been working non stop since 3am this morning, but we are slowly getting things back in order.

 

I will update soon with full story.

[soned 2]

i have been with TCH for 10 years. TCH is the best. what happened was unexpected and only brings out the best in TCH.

 

and these things do happen in other NOCs as well. I have a couple of servers at theplanet(now softlayer) and my server there was also affected by their power outage (short circuit) which i think is more preventable than a lightning strike. Here is the article on the >1 day power outage at theplanet which my server was a part of:

 

http://www.datacenterknowledge.com/archives/2008/06/01/explosion-at-the-planet-causes-major-outage/

[debdwright 0]

Matra still having issues. Sent ticket in. My domain and email are still not working.

 

www. orangeshoalsservicedirectory.org

[carbonize 0]

Matra still having issues. Sent ticket in. My domain and email are still not working.

 

www. orangeshoalsservicedirectory.org

 

I had a similar issue with my forum not working. I checked the error log via cpanel and it turns out that they have changed something on the server so access to my forum was being blocked because it's permissions were set to 777.

[ItsJustMe 0]

I still haven't received email that was sent during the outage (Felucia server). Please post here when all the issues are resolved so I'll know whether or not to submit another support ticket for this. (I've already submitted one and your tech said it should be restored within 24 hours.)

 

[TCH-Thomas 24]

There was no email sent to anyone abotu this (as far as I know) since communication regarding this has mostly been through the forum.

 

Announcements about the outage has also been posted on Facebook & Twitter but not by email.

[ItsJustMe 0]

TCH-Thomas, I wasn't referring to email about the outage, I'm talking about emails sent to me by visitors and members of my website that haven't gone through due to the outage. I'm missing email from about a 12-hour period (estimated). I want to know when everything should be back to normal so if I don't get that email, I'll know to submit another support ticket.

[TCH-Thomas 24]

Ok. Then I missunderstood you. My apologize.

[Head Guru 17]

 

I had a similar issue with my forum not working. I checked the error log via cpanel and it turns out that they have changed something on the server so access to my forum was being blocked because it's permissions were set to 777.

Most likley this occured during the FSCK, but I am not sure.

[ItsJustMe 0]

Head Guru, can you answer my question about email? I'm still missing email from the outage.

 

 

[Head Guru 17]

i have been with TCH for 10 years. TCH is the best. what happened was unexpected and only brings out the best in TCH.

 

and these things do happen in other NOCs as well. I have a couple of servers at theplanet(now softlayer) and my server there was also affected by their power outage (short circuit) which i think is more preventable than a lightning strike. Here is the article on the >1 day power outage at theplanet which my server was a part of:

 

http://www.datacenterknowledge.com/archives/2008/06/01/explosion-at-the-planet-causes-major-outage/

 

I remember the day that incident occured. It was very big explosion and they had thousands of clients off line for days and days.

[Head Guru 17]

Site on matra is still down.

 

Site on endor is working fine now

 

Thank You for keeping us informed during this busy time

I am looking at upgrading the Matra Server into all new hardware, but this appears not to be an emergency so something that we will plan out.

[Head Guru 17]

Matra still having issues. Sent ticket in. My domain and email are still not working.

 

www. orangeshoalsservicedirectory.org

Your site appears to up and online. If your having issues please submit a help desk ticket, its really the fastest way to get assistance.

[Head Guru 17]

TCH-Thomas, I wasn't referring to email about the outage, I'm talking about emails sent to me by visitors and members of my website that haven't gone through due to the outage. I'm missing email from about a 12-hour period (estimated). I want to know when everything should be back to normal so if I don't get that email, I'll know to submit another support ticket.

 

Me -

 

Mail delivery is governed by the MX records in the receiving domain's DNS zone. You can have multiple MX records, and the records can be weighted with "preference" so that certain a certain server can be the primary receiver and other servers can be lower priority machines.

 

So if multiple MX records exist and a mail server is down, then mail delivery goes to the next preferenced server.

 

Typically, mail servers are configured with retry times, so if the mail servers for the recipient domain are unreachable, the mail is flagged for RETRY. The sending server waits a preset amount of time and then attempts delivery again. If the recipient mail exchangers are still not reachable, then the sending server may return the mail to the RETRY queue, again for a configured amount of time subsequent retries may be a longer wait, say 4 hours for example. The number of retries and the time increments between the first and subsequent retries are all configurable within the sending server by the servers adminisrator.

 

Typically, after 12-24 hours of retry if the recipient servers are still not reachable, the sending server will give up and will likely send an undeliverable report to the sender indicating that it could not deliver the email.

 

Bottom line is you should get any mail sent to you whenever you have an email outage.

[Head Guru 17]

I have lived in this state my entire life and I have never seen storms like this.

 

Appears at one point there were 150K DTE customers without power.

 

http://www.theoaklandpress.com/articles/2013/07/21/news/local_news/doc51ebdcb48105b081693297.txt

[ItsJustMe 0]

<Bottom line is you should get any mail sent to you whenever you have an email outage.>

 

Great. So it's been 12-24 hours, so where is it?

[Head Guru 17]

 

Great. So it's been 12-24 hours, so where is it?

Since this email did not orginate from our server, I can not tell you. I can only tell you how email should work. I know thats not the answer, but it is the the only one I can give you.

[ItsJustMe 0]

Okay, thanks.

[hatala 0]

I have lived in this state my entire life and I have never seen storms like this.

 

Appears at one point there were 150K DTE customers without power.

 

http://www.theoaklandpress.com/articles/2013/07/21/news/local_news/doc51ebdcb48105b081693297.txt

 

 

Bill,

 

Thank you for your tireless support and supreme customer support that you have provided and continue to provide for 10+ years now. I know we we not spoken as on late and TCH will always be my first and total choice for hosting. I am not as involved as much as of late but will always promote TCH as the hosting service of choice. Let's chat sometime soon. I hope you still find time for your bikes.

 

Gary Hatala ex owner of TSSB