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Topic: RG Sets New Record for Longest Downtime! (Read 113 times)
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Porter
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RG Sets New Record for Longest Downtime!
« on: February 09, 2004, 11:57:05 AM »
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Thanks to the wonderful fact that RG tech support doesn't work weekends, our database (and hence the forums and news) was offline all weekend! The total time was somewhere around 64 HOURS.
I want to apologize for RG's bad tech support. I'm sorry we all had to do without CSR this weekend. If you'd like, please email RG support and complain. The only way this is going to change is if they realize just how poor their hours are. Ironically, every time I have actually spoken to RG support, their service has been very good. It's just a shame they don't think things can break over weekends or after 5 PM.
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| « Last Edit: February 09, 2004, 02:14:35 PM by Porter » |
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[Wumpa] Porter
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slightcrazed
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Re:RG Sets New Record for Longest Downtime!
« Reply #1 on: February 09, 2004, 12:56:57 PM »
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For shame....No excuse for this....none at all. My 'job' is 8 to 4:30 Mon-Fri, but that doesn't mean that if my boss is at a trade show on Sunday and needs me to get some numbers that I am not accessable. The world doesn't stop on the weekends......neither should your business.
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Kaoz
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Re:RG Sets New Record for Longest Downtime!
« Reply #2 on: February 09, 2004, 02:13:26 PM »
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these are the times we all need to come together, and unite. trying experiences only strengthen our resolve and remind us of that one all important CSR rule:
How can we blame this on Windows.
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Porter
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Re:RG Sets New Record for Longest Downtime!
« Reply #3 on: February 09, 2004, 02:19:01 PM »
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| How can we blame this on Windows. |
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lol!
Kaoz makes a good point though-- how hard is it to maintain MySQL? I've never had it go down for anything...but then I was always using the unix binary. 
Then again, RG stores EVERYBODY'S mysql databases on a SINGLE server. That means that there are approximately 100 times as many requests are CSR alone generates. I know MySQL scales really well, but I wonder if they've hit it's limit.
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[Wumpa] Porter
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Fotty
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Re:RG Sets New Record for Longest Downtime!
« Reply #4 on: February 09, 2004, 03:05:19 PM »
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I emailed them to complain as you asked Porter. No response other than an auto response though.
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slightcrazed
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Re:RG Sets New Record for Longest Downtime!
« Reply #5 on: February 09, 2004, 03:40:09 PM »
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This had to be a hardware issue.....at least in my opinion. I've written enough self check scripts in my time to know that even if MySQL crashes COMPLETELY that there are automated recovery methods that could...nay.....must be put in place to protect from extended outages.
Hell... I have a cron job running on frankenstein right now that checks every 10 minutes to see if httpd and inetd are listed in the ps -A output......if either are missing then it attempts a restart....if restart doesn't work (i.e. an error message is reported) then it does a full shutdown -r now and voila...that SHOULD take care of any problems, outside of a total hardware failure. It's simple...but I'm not doing this for a living... RG is.
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Re:RG Sets New Record for Longest Downtime!
« Reply #6 on: February 09, 2004, 04:26:13 PM »
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Well for one thing, they are running MS IIS, not Apache. The response I got from RG today mentioned (fleetingly) that the problem was at the web server, not the DB server. Apparently the web server wasn't releasing MySQL connections after they were done, meaning they started piling up, and eventually reached some cap. While it's likely that this was indeed caused in some way by Microsoft, the really lamentable issue here is that it took them 64+ hours to make a 20 minute fix that would have been done by 8 PM on Friday had somebody simply been there to do it.
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[Wumpa] Porter
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biggums
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Re:RG Sets New Record for Longest Downtime!
« Reply #7 on: February 09, 2004, 10:10:17 PM »
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i understand that it was down for the weeked and stuff. And thats probally a big deal. But if you can't go 64 hours without cs or the website then you need some help. And there are places you can get that
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Deuce
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Re:RG Sets New Record for Longest Downtime!
« Reply #8 on: February 09, 2004, 10:13:35 PM »
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actually when you are trying to get ahold of someone, and the forums are the only way to do it..it is rather annoying
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Re:RG Sets New Record for Longest Downtime!
« Reply #9 on: February 09, 2004, 10:42:58 PM »
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It would be like hosting a big LAN party with all your friends for an entire weekend, only to have the power in your house go out for two days. You end up having people who lugged all this equipment over sitting around doing nothing. You would probably be pretty upset at the power company if that happened, and you would feel responsible for your guests not having a good time, even though the problem wasn't your fault.
Biggums is right that in the grand scheme of things it's not a big deal that the database went down for a couple days, but it's bad form to allow something like this to happen, and even though it wasn't my fault, I take offense to it because their mistake reflects badly on me as the primary maintainer of this site. All of you count on me to keep things working, and when RG drops the ball, people look to me for the fix. In this case, RG gave me an entire weekend to be embarrassed about the service (or lack thereof) they provide.
I do want to thank everybody for not caring that much though. I was expecting at least a couple posts along the lines of, "forums down the entire weekend? WTF??" but people seemed to take it pretty well. Thanks for your patience all. 
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[Wumpa] Porter
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Re:RG Sets New Record for Longest Downtime!
« Reply #10 on: February 10, 2004, 08:44:09 AM »
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I would assume that someone is paying for us to have the forums, or is it a free service. Obviously if it's a paid service then 64 hours of downtime is unacceptable, especially considering it would take about 20 min. of work to fix it.
If it's a free service then it's still annoying but a little more palatable.
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Re:RG Sets New Record for Longest Downtime!
« Reply #11 on: February 10, 2004, 08:50:10 AM »
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Unfortunately it's considered a "frill" attached to the game server rental.
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[Wumpa] Porter
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Re:RG Sets New Record for Longest Downtime!
« Reply #12 on: February 10, 2004, 08:56:03 AM »
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ah, well that explains alot then...
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Re:RG Sets New Record for Longest Downtime!
« Reply #13 on: February 10, 2004, 09:47:28 AM »
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Frill or not..... it costs RG money to operate the server...to buy the bandwidth, to maintain it. Just because it is a 'frill' does not mean that the money paid to rent the game server is not also going to operate the website. Frill or not, you (we?) are a customer of RG (some of us indirectly) and all of the products that they provide should be subject to the same expectations. This past weekend, they did not come close to meeting those expectations, and for that they should be held accountable.
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