Backup Issues

[Corey]

Hi All,

If you didn't know we use r1soft backup software to keep track of all backups for our servers. We've been having intermittent issues with restoring accounts from it for the past week... yesterday it went offline all together. I have just got off the phone with their support and found out the database the software uses was corrupted. They are still trying to figure out why... either way it doesn't matter. As of right now we're unable to access any of our free hosting backups and may not be able to recover them. They are working on a solution right now and will update me as soon as they have an answer.

I am currently working on setting up different departments in the help desk to help route issues to the correct place... we currently have over 400 open tickets in the normal issues department with a majority of them being restore issues. This has stopped us from getting to any other tickets.

I will once again be closing all open tickets. I apologize for doing this but there is no way we'll be able to effectively get through the tickets that are open in a timely manner. Especially where we're unable to help on any of the restore ones currently. I will be setting up a department that your ticket will be moved to if it's a restore issue, you will also be able to select from different departments when submitting your ticket, so please pick the correct department.

Issues in the restore department will hopefully be dealt with if we can access our backups. We do have SOME backups that were not on the backup server and will resort to them if we have to. They are no where near complete though.

We have tried our best to maintain backups for our free hosting customers by purchasing commercial software and having a dedicated backup server. We will try our best to recover any and all files... the actual files are there we're just unable to access them. I will keep this first post updated with information as it comes in.

Don't forget to please open a new ticket if you need help, please select the correct department.

This post will be left open for comments.
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Update 7/2/09
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We have heard back from the backup company... we are UNABLE to retrieve any of the backups due to the database corruption. According to them this has never happened before and they are looking into fixing it. It was most likely caused by the massive restore operation we tried to perform on so many files at once. We have worked out a way with them to backup the backup database in case this were to ever happen again. They've also granted us free updates for an extra year.

The backup server has to be setup again along with scheduling, etc... the backups in your cPanel should start working again towards the end of this week or beginning of next.

We are currently working on a way to mass purge the accounts that were left behind so you can sign back up with the same data. Thanks to the hard work of Bryon and David this should be done in the next day or two.

[changc]

Oh dear. I hope this all works out for you guys. Hopefully you can get some sort of compensation from the backup people too.

[XColl]

Yeah I figured this would happen sadly so I created a new blog for my site. Is there anyway if you are to retrieve them that you don't replace those files with our current?

[ponypony]

How long will the sites be down, do you know?

[garrettroyce]

It never rains, but it pours, huh?

Everything else seems to be going fantastically well on X10 besides this

Thanks for the updates, it really helps a lot!

[Corey]

The problem is these companies including cPanel don't test their software in a free hosting environment with the amount of accounts we have. We then end up field testing for them and run into issues like this.

According to r1soft the backup server used up all available memory (8GB) which ended up corrupting the database it used. I still have not heard back from them with any more info and I think they are gone for the day. If we do get some type of compensation from them which I doubt I'll put it towards a contest.

If you are missing your account you can submit a ticket in the file restore department and patiently wait to see if we can restore the files, otherwise you can submit a ticket asking for your entries to be removed so you can sign-up again with the same info.

[mythandoryx]

Hi,

First of all, I apologize in advance if I am directing this question in the wrong thread, but my website on Chopin server is down for the past 6 days!! I have submitted a support ticket regarding this issue but unfortunately I haven't received any reply!! As far as I understood, Some recompilation of Apache Server was taking place since June 21. If someone would kindly tell me whether this update process is completed or not? And if not, then how long will it take?

I'm able to access my account and modify my files using FTP. But No HTTP until this moment (403 access denied + 404 Not found).

Any help would be much appreciated.

Cheers!

[Rainism]

I sincerely apologize, but I guess we should close the tickets of asking for backups? If so, I'll close the ticket I opened recently.

[jsto17]

I had Wordpress uploaded here, has all my wordpress been corrupted aswell, or can I move my wordpress to another account??

Can someone tell me please?

Thanks

[mserver]

Hello,
I wanna ask something. Is there someway to recover starka for few days? Then users could do backups of their sites or atleast any way to do only msql database backup?
Thanks for the answer.