The Crash or Was It?
First we apologize for
any inconvenience to you our viewers.
From The Hosting World
We have two web sites: Photoessayist.net
Both crashed on June 13th. This was a Friday. I didn't immediately
contact the support group at the hosting service, HostingCP,
because we presumed, wrongly, that they would fix the problem.
It wasn't just our web sites that
were down. We figured this from the fact that you couldn't
get access to the web server at all. If we couldn't then there
had to others. If so then there was already a slew of emails
flying around complaining to HostingCP about crashed sites.
We were busy all weekend and didn't
check back at the web sites until Monday mourning. Everything
was still down. Now we started writing emails. By weeks end
we probably sent over hundred. Repetition brings attention.
It didn't matter.
We heard nothing Monday and Tuesday.
We then made the decision to point the URLs to the Tripod
sites. This was only a temporary fix because Photoessayist.net
is currently over 30MBytes in size and Tripod only gives you
20MBytes. So we created two more sites at Tripod: one for
Seca and another for Another
Vietnam Story. This wasn't a very good thing because the
search engines had specific pages it pointed to and you wouldn'd
find them at Tripod's Photoessayist.
Wednesday morning we received an
email from HostingCP requesting the web address, username,
and creation date of the web sites. This was not good. If
they needed this info then they didn't have it on a backup.
Maybe no backup?
Now we know we have morons running
HostingCP because only morons would not have any backups.
We then sent them the information they requested even though
it was already in the emails we had been sending them. Dumb
We have been working in the computer
industry since 1973 and have seen businesses go bankrupt because
they didn't keep backups or did their backups were on tape
and they were careless in handling the tapes.
On Thursday we heard nothing from
Friday they ask for the web site
data again! We are losing faith very quickly. Even though
we sent the requested information again we weren't having
much faith in ever seeing our webs sites on HostingCP computers.
Sunday morning we receive an email
from HostingCP that we can proceed.
This is the quote from that email:
'Your account has been restored
and the domain name placed on a list to your web files
uploaded to your account.'
The first part makes some sense
but the rest is total muss.
So Sunday morning we have to change
the URLs to use the HostingCP Name Servers again and then
log-on to our account at HostingCP and see what's what.
Turns out we had accounts but nothing
else. We had to completely load both web sites and initialize
the email accounts. In short do everything as if we were a
When we did log-on to the web servers
we realized what had happened. HostingCP had attempted to
upgrade the web servers. And when they did it crashed. We
believe it also took down all the web sites as well as the
database HostingCP uses for the accounts data. We also surmise
that they didn't have backups so they had to do a paper search
for each account. Like we said - MORONS.
We can only surmise this because
HostingCP has given it's customers no information about what
happened. They haven't even apologized for the mess. Not just
morons but rude morons.
Apparently they didn't do a practice
upgrade on a unused web server. Real lazy morons.
We are writing this sad account
on Monday afternoon, June 23, 2003. Some of you may already
have access to the web sites. We know Earthlink has updated
their name servers. Thank-you Earthlink. It will take four
or five days for everyone to get access.
Some of you may never have viewed
the Tripod sites because of the time it takes for a change
to be made to the Name Servers. So by the time I made the
change from the Tripod sites back to the HostingCP servers
you would only have seen the sites magically reappear.
PS: When this mess started we tried
to find out who runs HostingCP. Turns out there is no information
posted at HostingCP that tells it's customers who they're
dealing with. We had to do a whois search on the name 'HostingCP.com'
and this is all we have:
2600 southwest Freeway
Houston, Texas 77098
The phone number, 888-510-7899,
was dead. Typical.
There should be law that makes it
a requirement that businesses on the web post data about themselves.
Including ways to contact them other than email.
Also at the end of every email HostingCP
sends is this little tidbit:
The 'Acceptable Use Policy' is
There should be a an 'Acceptable
Company Practices Policy.'
Again we apologize for the disturbance.
We hope it doesn't happen again but it probably will.
We have been complaining to the
hosting service since Tuesday, June 24, that the statistics
for both web sites were not working properly. WindowsAssistance
gets none and Photoessayist reports information about another
site. Finially on Friday, June 27, we recieved this message
from the hosting service:
Dear Server '220.127.116.11' Client,
Due to a massive hardware/system
failure resulting from the
upgrade to the new Plesk 5.0 system we are having to recreate
accounts individually in chronological order. Once all of
accounts are re-created the domain files for each account
uploaded off our most recent backup prior to the hardware/system
failure. If there are any changes that you would like made
account (e.g. change domain name, change user name, etc.)
us with the new information after your account has been
complete with domain files.
Due to the hardware/system failure
we will be offering an
additional months web hosting free of charge to your existing
account(s). Unfortunately our AUP does not allow refunds
hardware or system failures or loss of business or any other
due to hardware or system failures.
Please allow for the accounts
to be re-created prior to sending
any questions or comments as all emails other than new account
will go unanswered until the massive task is completed by
The 'Acceptable Use Policy' is viewable at:
This information arrived
2 WEEKS AFTER the crash. What is irritating about this message
is that they re-created the sites on Saturday, June 21. Now
almost a week later we still have to wait for something that
has already happened before anything else can be done. Not
logical. But then again this company has never been logical
or concerned for it's customers.
Also they are giving
us a month of free service. WOW! We want a year of additional
service at no charge.
Now we know why they
keep referring to the Acceptable Use Policy. It states
that the hosting service is not responsible for anything.
What a cop-out.
Lastly they comment
about the massive task is completed by our small suppport
staff. We bet that the support staff numbers one. We repeat
They have this massive
task because they didn't do backups. Their incompetance
is only felt by their customers. We feel no sympathy for this
lazy and incompetant group.
John Krill - firstname.lastname@example.org