Hey everyone, and happy new year!
Sorry about that super long downtime there. Yesterday (Sunday) morning at 10:03AM PST our server suffered a physical hardware failure, apparently a power supply failure. Unfortunately despite opening a ticket with our hosting vendor (OVH) a few minutes later and them claiming to have 24/7 support, nobody looked at our ticket until this morning when their phone support lines opened and I called them.
They’ve now replaced a defective power supply and we’re back online, after ~26 hours of being offline. Some pretty disappointing response times, to put it nicely.
We’re planning to move away from OVH at the end of this month, onto proper enterprise grade hardware that we own and control. This will give us a HUGE boost in server resources and allow us to scale for the foreseeable future, while also giving us the control to resolve problems like this much quicker. Expect another follow up post about this in the next couple weeks once I’ve put together the migration plan.
Timeline:
- Jan 5th 10:03am PST - We get alerts to the server being non-responsive.
- Jan 5th 10:05am PST - I pull up the console via IPMI and it’s completely non-responsive. Attempting to power off / on the server or do anything, does not work.
- Jan 5th 10:15am PST - Initial support ticket created with OVH. I followed up a couple times over the next few hours, and got no response.
- Jan 6th 6:32am PST - Called OVH, gave them the case number and asked them to investigate
- Jan 6th 7:34am PST - I get notified they’ll start their “intervention” in 15 minutes.
- Jan 6th 11:04am PST - Call them again, the tech is still working on it and they’ll get back to me with an update
- Jan 6th 11:34am PST - “I was informed by our data centre technician that there is an issue with the power supply unit for the rack on which your server resides. Your server will come back online once they have replaced the power supply.”
- Jan 6th 12:17pm PST - We’re back up finally!
Lemmy.ca goes down and the PM resigns just a few hours later, obviously it’s all a conspiracy to bury the news /s
Thank you for handling the issue :)
I can’t count how many times I opened my Lemmy.ca bookmark out of habit during the outage 😬
I kept thinking “I wonder how the Lemmy.ca outage is doing. I should get on and find ou-- oh yeah”
In case your unaware: https://status.lemmy.ca/ has the server status and updates on outages.
Yeah I did a search for “is lemmy.ca down” and it listed that site. The updates were good, but I really wanted a board where everyone could complain and speculate.
Same here … I opened up my bookmark about a dozen times before I realized I should switch to my alt lemmy account.
It’s also made me realize that I should maintain an extra or a couple extra lemmy accounts for times like these.
Make sure you figure out what kind of service credit you’re eligible for due to their SLA snafu. Over 24 hours to replace a simple power supply… what a bunch of jokers. OVH has gone downhill quite a bit over the years sadly.
Yep, planning on it. It looks like we should qualify for one free month, which would be nice to make our migration a little easier.
Not the server power supply per the notes above, but some component that supplies power to the rack. Perhaps the PDU, or other distribution components? Depending on the rack, it could take a couple of hours to replace, but certainly the ticket should have been picked up far earlier for service!
Right you are. I missed that. Still, there should have been redundancy. Every DC worth their salt should have redundant PDUs connected to redundant circuits.
Nice quality hardware they have. Not even redundant power supplies it seems to have, and no monitoring either. I’ll keep my distance from them.
I didn’t know what to do with my hours at work. I was almost at the point of actually…working…gross.
I was following on status.lemmy.ca and saw that your hosting provider was OVH so I knew it could be a while.
I worked there a few years ago, as a “Customer Advocate”, and although their infra is usually nice and affordable, it also comes with the major downside of having practically no support, and being at their mercy for any physical issue.
I remember trying to help people that didn’t know about ‘screen’ and being told by my boss that I was there to help people with billing issues, not to do tech support. I could help with what was offered by OVH, like installing a new OS, but not tell people about screen. Every day we had reports with how many minutes we spent in the bathroom. Once I sent a meme to a co-worker and was warned that I could be fired for doing it again. It’s one of the most horrible places I’ve worked; both for the customers and for the employees.
I still have a dedicated server with them and it’s been trouble free for many years. However I’m aware that as soon as anything happens, I’ll probably need to move my stuff somewhere else if time is of the essence.
Wow, that’s pretty shitty service, considering that renting a physical server is likely not a small client thing. I’m also floored that a rack PDU failure was not detected and acted upon more proactively by their datacenter operations team, and necessitated a ticket to be opened by you. OVH really does seem to be the Temu of colo/hosting providers. Yikes!
They have a nice status page where you can see how many servers are down in a rack, I think that was a mis-comm between the tech + support since it only showed 1-2 down. No way a whole rack pdu failure should be down for that long.
Welcome back! I was looking into OVH but after this outage… Naaah.
Same here!
Thank you for all your hard work and top notch comms, Lemmy.ca admin peeps. I spent the day at dbzer0, which is always fun, but happy to be back home!
Ahhh been wanting to comment on the Troodoe shitstorm all day today. Super helpful that http://status.lemmy.ca/ kept us in the know.
Curious what the monthly price difference is going to be, before and after moving away from ovh.
Oh my. I do feel your pain. My Friendica instance was down at the same time as your Lemmy instance, for 2 days as well, except my issue was a corrupted database engine and corrupted database tables. Kindred spirits.
I’m glad you got it resolved!
Pretty piss-poor “24 hr. service” from OVH. We’re an MSP and will make sure to steer clear of them for future projects.
Glad to see everything back however!
Took them 24 hours to respond and 7 minutes to fix. Sounds like 24/7 service to me?
Shit. I didn’t read your comment as a joke initially and almost had a mini-rant about how we know if a server 3 provinces away is down for 5 minutes and go into a red alert.
That was dumb of me. Carry on.
Thanks for all your hard work!
Any hosting you can recommend?
I need enterprise level hosting guaranteed in Canada and currently, our servers are on Rogers.
To say that Rogers is the fucking worst is an understatement as at this point I’m seriously considering the word “sabotage”
That does not include the fact that they’re extremely overcharging for very low hardware specs, their support staff literally doesn’t know nor care, even though were payong through the nose, and their “enterprise level” support literally means that they might look at your ticket within 5 business days and their SLA is “fuck you”
So with that in mind, and previous great experiences with ovh, I got myself a nice big fat OVH server for testing which is single handedly flying circles around 10 of our Rogers servers for a fraction of the cost of those servers at Rogers and so far its been awesome.
Not having a ticket looked at for 24 hours, however, is not possible for us, we need 24 support…
Anything you might be able to recommend?
Unfortunately no recommendations unless you want colo space to run your own infra in. I’d avoid any large corp like Rogers or Telus.
I’m sure ovh is fine if you have multiple servers and roll your own redundancy. You can also pay them for premium support.
If you’re looking for a Canadian company, check out ThinkOn. I’m not sure if they offer what you want, but i know some our our government agencies use them.
Welcome back! OVH sucks, really happy to hear you’re moving away from them!
