Ticket #XFC-865-55631

[alanhay]

Please update me on the status of ticket #XFC-865-55631.

My server has now been offline for 8 hours. Please advise what the issue is by return.

As I have no email please inform me of status updates via this discussion.

Thank you.



Alan

[Stan]

Hello Alan,

I can see that Mary has replied to the ticket and your response is awaited. We are unable to access the server with the details that you've provided with the ticket, hence requesting you to kindly revert with the appropriate login details.

Looking forward to hearing from you.

Thank you.

Regards,
Stan

[alanhay]

Okay, I believe in my original ticket I advised you of the following.

[1] That I have never changed the original admin account password. Why you can never logon using this only you can answer (incidentally, this was the same on my previous VPS - admin password was either changed or wrongly recorded at your end).

[2] My username and password. However when RDP service was intermitently available early this mornign I could not connect using these details - 'invalid credentials'.

So where does this leave us?

[Stan]

Hello Alan,

I request you to kindly reply the ticket confirming to reset the login credentials.

Looking forward to hearing from you.

Thank you.

Best Regards,
Stan

[alanhay]

Do whatever you want.

I do not have the login details to hand so I cannot see the ticket.

Is there any particular reason I need three sets of login credentials to get anuthing done on this site?

[1] I login to the site > I can see my account details.

[2] I click 'support' to view/add tcickets> I am then prompted to login again using email and password which I do not have to hand. I would of course request a new password if only I had any EMAIL!!!!!!

[3] To access the forums I then have to login again using yet another username and password.



Brilliant.

[eUK-Gareth]

Hello Alan ,

I have re sent the support area details on your registered email address, And now you can access your ticket.

Regarding your VPS issue, we will need to check the logs but we are not able to login your server with the password we have in our billing system.

To reset the password we will need to down your VPS for max 5 to 10 minutes.
Please provide us the confirmation, so that we can reset the password and then investigate why your VPS was unreachable.


Awaiting your reply !!!


Regards,
Gareth M.
Asst.System Administrator.
eUKhost.com

[alanhay]

Okay, the mail server for my registered email address is on the VPS so if you have resent the details I am obviously not going to get them.

If this you can accept this as authorization to reboot the server then please do so. Given that the server is completely unreachable, rebooting is obviously not an issue.

Otherwise you will need to wait until I get home later today.


Regards.


Alan

[eUK-Gareth]

Hello Alan ,

At this moment your server is up and running fine. but we are just not able to login to check why your server was down at around 23:00 tonight.

To check the reason we need to reset the password and then we can login your server, but to reset the password we have to stop your server for 5 to 10 minutes, and then we can start the password reset process. In that time your website will be unavailable.

If you have the password then please PM it to me or you can come on our live chat.

Or just provide us the confirmation when we can down your server to reset the password.



Regards,
Gareth M.
Asst.System Administrator.
eUKhost.com

[alanhay]

The server is not running fine.

There is no DNS for a start.

As advised before, please take down the server and do what you require to do.

As no services are reachable anyway it is not like you will be incoveniencing me!

[eUK-Gareth]

Hello Alan ,

I have going to down your VPS to reset the password.
And then I can check and I will get back to you.


Regards,
Gareth M.
Asst.System Administrator.
eUKhost.com

[eUK-Gareth]

Hello Alan ,

I have reset the password of your VPS and saved it into our Billing System.
And also I have checked each and every log of your server and found that there was only one log for your VPS stating it was down.
WHICH IS
================================================== ======
The previous system shutdown at 3:38:59 PM on 11/24/2011 was unexpected.
================================================== ======

Also, I have checked that there are no websites added in the IIS, DNS service too is not installed on the server, there is no other web server and DNS server installed. But your domain's are using our nameservers IP's . And also that there is are third party applications installed on your server.

Now, we need your help in order to understand how were you running your websites from the server and what is the exact issue you face with the server.

Thus,I would request you to please come on our Live chat system and ask for Gareth or any other senior admin. So that we can investigate the issue you are face.



Regards,
Gareth M.
Asst.System Administrator.
eUKhost.com

[alanhay]

I have tried live chat and am getting nowhere.

It looks to me like this server was, for some reason, migrated from win 2003 to win 2008 at around 10:50pm last night, the result being that it has effectively been wiped out.


Alan

[alanhay]

From event logs:

24/11/2011 circa 10:50pm

Shutdown after operating upgrade (planned)

[alanhay]

Okay, can someone please help me with this.

1. I have no email because my server is screwed.

2. I contact live chat who tell me to escalate my ticket.

3. To do so I need to login to the support area. However for some reason I need to login to my account and then do another login to the support area. I cannot login to the support area as my password seems invalid and I cannot request a new password becuase my email is screwed.

5. My server has been down all day and I have had no answers.

6. Within 5 minutes on logging in via RDP I see that OS was upgraded last night for whatever reason and the server effectively wiped. No one at EUKhost was able to spot this?

Would somone like to provide some answers on how I proceed from here?

[euksud]

Hello Alan,

We have checked and found that the registered email address which you have provided to us is of Hotmail. So, any emails consisting your server login details or any other updates will be sent to your registered email address. If you are still not receiving any emails, kindly let us know if you want us to provide your server login details in ticket ID which you have mentioned in your first reply.

You have also mentioned that your server got effectively wiped. Does that mean your server was completely reinstalled?

Regards,
Stephen S

[alanhay]

I have manged to get my email accounts and password reset via live support so I can at least now access tickets.

My server has been down for 24 hours+.

Event logs indicated is was upgraded to Win 2008 last night (from 2003).

Data is backed up but eveything else lost including all DNS setting etc.

I am awaiting response to my ticket asking how this happened and requesting DNS installed and configured for the hosted domains and that all non-essential services be removed.

I have started reinstalling software but require DNS to be address as a metter of urgency.




Alan

[eUK-Ray]

I have manged to get my email accounts and password reset via live support so I can at least now access tickets.

My server has been down for 24 hours+.

Event logs indicated is was upgraded to Win 2008 last night (from 2003).

Data is backed up but eveything else lost including all DNS setting etc.

I am awaiting response to my ticket asking how this happened and requesting DNS installed and configured for the hosted domains and that all non-essential services be removed.

I have started reinstalling software but require DNS to be address as a metter of urgency.




Alan

Hi Alan,

This server was migrated over a month ago to windows 2008 and not yesterday. I am going through the records to find he notification ticket number sent to you for this migration The update you may be seeing is a windows update which can be run on a HYPER-V servers.

With regards to application installation and the server being down. We were unable to login to check and hence we required confirmation from your side to provide us the password or allow us to reset. Since this is an open forum we need to authenticate your password request via a written ticket. This is required to be sent to us via the registered email account on file. Alternately you could have come on live chat and had our billing department change your email on file. They would verify you using credit card details or your last transaction/invoice ID.

We have also updated your ticket and request you to come on live chat and have technician install any service you require.

I will personally update the ticket once I find the migration records.The server was required to be migrated due to an issue with the previous VPS node. Before we migrate any servers we send out notifications to our clients about the hardware issues being seen. We then send a proposal and a timescale and offer of assistance to migrate the data on the server for you.This is all done via an email to the registered email address. I will go through our support board and find this information for you.


Thanks,
Ray

[eUK-Ray]

Hello Alan,

A follow up . I have found the tech who worked on this NODE migration and have asked him to update this thread with the ticket number as soon as he is in office. In the mean time I apologies for any inconvenience caused.

Can you also kindly update the ticket if you require any software to be installed on this server.

Thanks,
Ray

[alanhay]

Okay, can we just clarify what you are saying here. Yes? This is what you are saying:

Over 1 month ago this server was updated from Win2003 to Win2008.

All web services, email etc. by some miracle continued to work until 10:50pm on 24/11.

At 10:50 on 24/11 a Windows UPDATE was applied which:

removed all user accocunts,
deleted all DNS settings,
created the Windows.old folder and moved all installed applications and data to this.

This is what you are telling me. Yes? Can you confirm? Just so I'm clear.

[eUK-Ray]

Okay, can we just clarify what you are saying here. Yes? This is what you are saying:

Over 1 month ago this server was updated from Win2003 to Win2008.

All web services, email etc. by some miracle continued to work until 10:50pm on 24/11.

At 10:50 on 24/11 a Windows UPDATE was applied which:

removed all user accocunts,
deleted all DNS settings,
created the Windows.old folder and moved all installed applications and data to this.

This is what you are telling me. Yes? Can you confirm? Just so I'm clear.

Hello Alan,

A further follow up. Kindly check ticket ID Ticket #HOV-61252-826: DNS Migration in your email. This was on our old support system. You were actually aware of this migration and were installing services. I am pasting the ticket contents for you.

From: alan@alanhay.net
Subject: DNS Migration
Reply-To: alan@alanhay.net
Date: Sun Jan 30 2011 02:15PM

IP: 82.41.246.128
Submitted to 'Windows Technical Support'


I am in the process of switching from Virtuozzo based Win VPS to Hyper V VPS.

115.124.111.252 > 109.203.115.2

I would be grateful if you could now copy any DNS settings from the old server to the new server and make any other changes requires so everything now resolves to the new server.

Please also confirm when the old server will be switched off as there may still be some data I need to copy.

Thank you.

Alan Hay

On all our hyper-v servers we offer windows 2008 only. Windows 2003 has been EOL by Microsoft so new servers with windows 2008 are being setup and provisioned only.

With regards to your server the issue it seems that a windows update ran at the time and tried to install a service pack. As of now Gareth has fixed all your DNS issues. The above ticket is proof we did not run an OS upgrade on your server. It was always windows 2008.

Thanks,
Ray