Support staff don't seem to like resolving problems!

[mediaspace]

Hi there,

Since yesterday i'm having problems with my VPS at 213.175.206.162. Apache / Plesk keep dying, and I keep having to restart both.

Every time I contact support they simply reply with emails like:

'Hello,

Please give a try now, your site are up & runnuing. We have restarted the apache service.


Regards,
Sam R
Support Team.'

I have been speaking to 'Sam R' several times, as well as 'Mike' and other support staff. All they do is restart services, and not look into any underlying problem. During one support chat conversation, I was waiting so long for a response from the other side - I was in the chat and waiting about 10 mins for a reply - I restarted services myself. Then the support staff member finally replied and said 'I can see your sites are running fine here, what is the problem?'.

Any chance your support staff could actually try to evaluate issues, instead of merely taking the easy route and restarting services whenever there is an issue. Maybe if they tried to resolve underlying problems, that might get rid of the need to monitor my sites and keep restarting services?

I only upgraded a month ago from a regular VPS to semi-dedicated and all was well with it until yesterday (although I did have communication problems even then! Have a look at other threads i've created here).

Can somebody please contact me urgently to address these issues. You guys generally provide a great service for the price, but sometimes your support function really is a shambles.

Hugh

[eukSam]

Hello,


We have already updated your ticket with the virtuozzo logs & the reason for the services getting killed by virtuozzo. Please reply back to the ticket.



Regards,
Sam

[Rock]

Hi there,

Since yesterday i'm having problems with my VPS at 213.175.206.162. Apache / Plesk keep dying, and I keep having to restart both.

Every time I contact support they simply reply with emails like:

'Hello,

Please give a try now, your site are up & runnuing. We have restarted the apache service.


Regards,
Sam R
Support Team.'

I have been speaking to 'Sam R' several times, as well as 'Mike' and other support staff. All they do is restart services, and not look into any underlying problem. During one support chat conversation, I was waiting so long for a response from the other side - I was in the chat and waiting about 10 mins for a reply - I restarted services myself. Then the support staff member finally replied and said 'I can see your sites are running fine here, what is the problem?'.

Any chance your support staff could actually try to evaluate issues, instead of merely taking the easy route and restarting services whenever there is an issue. Maybe if they tried to resolve underlying problems, that might get rid of the need to monitor my sites and keep restarting services?

I only upgraded a month ago from a regular VPS to semi-dedicated and all was well with it until yesterday (although I did have communication problems even then! Have a look at other threads i've created here).

Can somebody please contact me urgently to address these issues. You guys generally provide a great service for the price, but sometimes your support function really is a shambles.

Hugh

Hello Hugh,

Please find the attached kernel logs from the host server clearly displaying the processes being killed due to lack of memory.

kill_signal(7627.2): selecting to kill, queued 0, seq 378, exc 10041 0 goal 10041 0...
kill_signal(7627.2): task e9ab6050, thg cd916480, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 378, exc 10041 0 red 104835 1222
kill_signal(7627.2): task e9ab6050, thg cd916480, sig 2
OOM killed process httpd (pid=631, ve=7627) exited, free=176895 gen=715.
kill_signal(7627.2): selecting to kill, queued 0, seq 379, exc 11688 0 goal 11688 0...
kill_signal(7627.2): task cd91ed10, thg e7708d80, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 379, exc 11688 0 red 104862 1234
kill_signal(7627.2): task cd91ed10, thg e7708d80, sig 2
OOM killed process httpd (pid=696, ve=7627) exited, free=196985 gen=716.
kill_signal(7627.2): selecting to kill, queued 0, seq 380, exc 11666 0 goal 11666 0...
kill_signal(7627.2): task d0d098d0, thg f708a940, sig 2
OOM killed process httpd (pid=25177, ve=7627) exited, free=192872 gen=717.
kill_signal(7627.2): selecting to kill, queued 0, seq 381, exc 3466 0 goal 3466 0...
kill_signal(7627.2): task da1af370, thg c8b9fd00, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 381, exc 3466 0 red 103583 1225
kill_signal(7627.2): task da1af370, thg c8b9fd00, sig 2
OOM killed process httpd (pid=27120, ve=7627) exited, free=205349 gen=718.
kill_signal(7627.2): selecting to kill, queued 0, seq 382, exc 2641 0 goal 2641 0...
kill_signal(7627.2): task ef4706b0, thg f6ccc280, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 382, exc 2641 0 red 103561 1225
kill_signal(7627.2): selecting to kill, queued 0, seq 383, exc 3232 0 goal 3232 0...
kill_signal(7627.2): task ef4706b0, thg f6ccc280, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 383, exc 3232 0 red 103561 1225
kill_signal(7627.2): selecting to kill, queued 0, seq 384, exc 666 0 goal 666 0...
kill_signal(7627.2): task ef4706b0, thg f6ccc280, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 384, exc 666 0 red 103581 1225
kill_signal(7627.2): task ef4706b0, thg f6ccc280, sig 2
kill_signal(7627.2): selecting to kill, queued 0, seq 386, exc 3176 0 goal 3176 0...
kill_signal(7627.2): task f7f1e670, thg f3d9c740, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 386, exc 3176 0 red 103260 1234
kill_signal(7627.2): task f7f1e670, thg f3d9c740, sig 2
kill_signal(7627.2): task f7f1e670, thg f3d9c740, sig 3
OOM killed process httpd (pid=30971, ve=7627) exited, free=162094 gen=719.
kill_signal(7627.2): selecting to kill, queued 0, seq 387, exc 42572 0 goal 42572 0...
kill_signal(7627.2): task f05cd330, thg c733f780, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 387, exc 42572 0 red 105105 1228
kill_signal(7627.2): task f05cd330, thg c733f780, sig 2
OOM killed process httpd (pid=15033, ve=7627) exited, free=167185 gen=720.
kill_signal(7627.2): selecting to kill, queued 0, seq 388, exc 12813 0 goal 12813 0...
kill_signal(7627.2): task db78c6f0, thg dc445740, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 388, exc 12813 0 red 104851 1222
kill_signal(7627.2): task db78c6f0, thg dc445740, sig 2
OOM killed process httpd (pid=12803, ve=7627) exited, free=160867 gen=721.
kill_signal(7627.2): selecting to kill, queued 0, seq 389, exc 11368 0 goal 11368 0...
kill_signal(7627.2): task db78d330, thg e4e5a180, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 389, exc 11368 0 red 104323 1222
kill_signal(7627.2): task db78d330, thg e4e5a180, sig 2
OOM killed process httpd (pid=12949, ve=7627) exited, free=255467 gen=722.
kill_signal(7627.2): selecting to kill, queued 0, seq 390, exc 3090 0 goal 3090 0...
kill_signal(7627.2): task df792730, thg dda57280, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 390, exc 3090 0 red 102276 1237
kill_signal(7627.2): task df792730, thg dda57280, sig 2
OOM killed process httpd (pid=16689, ve=7627) exited, free=249867 gen=723.
kill_signal(7627.2): selecting to kill, queued 0, seq 391, exc 552 0 goal 552 0...
kill_signal(7627.2): task c6541990, thg e4d3ca80, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 391, exc 552 0 red 102019 1243
kill_signal(7627.2): task c6541990, thg e4d3ca80, sig 2
kill_signal(7627.2): selecting to kill, queued 0, seq 392, exc 17118 0 goal 17118 0...
kill_signal(7627.2): task ef92ad10, thg d4be7b00, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 392, exc 17118 0 red 103587 1237
kill_signal(7627.2): task ef92ad10, thg d4be7b00, sig 2
OOM killed process httpd (pid=21322, ve=7627) exited, free=167387 gen=724.
kill_signal(7627.2): selecting to kill, queued 0, seq 393, exc 15863 0 goal 15863 0...
kill_signal(7627.2): task f7200c90, thg e2a955c0, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 393, exc 15863 0 red 104867 1237
kill_signal(7627.2): task f7200c90, thg e2a955c0, sig 2
OOM killed process httpd (pid=27149, ve=7627) exited, free=245394 gen=725.
kill_signal(7627.2): selecting to kill, queued 0, seq 394, exc 29809 0 goal 29809 0...
kill_signal(7627.2): task c79112f0, thg f28af140, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 394, exc 29809 0 red 105107 1234
kill_signal(7627.2): task c79112f0, thg f28af140, sig 2
OOM killed process httpd (pid=31039, ve=7627) exited, free=171445 gen=726.
kill_signal(7627.2): selecting to kill, queued 0, seq 395, exc 358 0 goal 358 0...
kill_signal(7627.2): task f72032f0, thg e47ca300, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 395, exc 358 0 red 105379 1234
kill_signal(7627.2): task f72032f0, thg e47ca300, sig 2
kill_signal(7627.2): task f72032f0, thg e47ca300, sig 3
OOM killed process httpd (pid=619, ve=7627) exited, free=267873 gen=727.
kill_signal(7627.2): selecting to kill, queued 0, seq 396, exc 172 0 goal 172 0...
kill_signal(7627.2): task e9ab72b0, thg d9025340, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 396, exc 172 0 red 105123 1237
kill_signal(7627.2): task e9ab72b0, thg d9025340, sig 2
kill_signal(7627.2): task e9ab72b0, thg d9025340, sig 3
OOM killed process httpd (pid=16648, ve=7627) exited, free=244342 gen=728.
kill_signal(7627.2): selecting to kill, queued 0, seq 397, exc 1639 0 goal 1639 0...
kill_signal(7627.2): task ef8c40d0, thg ef1385c0, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 397, exc 1639 0 red 105123 1237
kill_signal(7627.2): task ef8c40d0, thg ef1385c0, sig 2
kill_signal(7627.2): task ef8c40d0, thg ef1385c0, sig 3
OOM killed process httpd (pid=27205, ve=7627) exited, free=238831 gen=729.
kill_signal(7627.2): selecting to kill, queued 0, seq 398, exc 13401 0 goal 13401 0...
kill_signal(7627.2): task e0ba72b0, thg c87a1140, sig 1
kill_signal(7627.2): selected 1, signalled 1, queued 1, seq 398, exc 13401 0 red 105123 1234
kill_signal(7627.2): selecting to kill, queued 0, seq 399, exc 13411 0 goal 1009177 0...
kill_signal(7627.2): selected 11, signalled 11, queued 11, seq 399, exc 1009177 0 red 514286 10506
OOM killed process httpsd (pid=16792, ve=7627) exited, free=128458 gen=730.
OOM killed process httpd (pid=629, ve=7627) exited, free=131907 gen=731.
OOM killed process httpd (pid=627, ve=7627) exited, free=158342 gen=732.
OOM killed process httpsd (pid=14422, ve=7627) exited, free=170618 gen=733.
OOM killed process httpsd (pid=13275, ve=7627) exited, free=179205 gen=734.
OOM killed process httpd (pid=14677, ve=7627) exited, free=470419 gen=735.
OOM killed process httpsd (pid=13278, ve=7627) exited, free=486012 gen=736.
OOM killed process httpd (pid=11251, ve=7627) exited, free=495312 gen=737.
OOM killed process httpd (pid=25315, ve=7627) exited, free=508921 gen=738.

+many more

OOM = Out of Memory. Restarting the services frees up the memory used by them, making the site to work. Please either upgrade the existing plan or cut-off the resource usages from within your server by optimizing the applications/scripts to overcome the memory shortage issues. Our VPS Engineers would definitely help you with this..