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HostGator Fail – All Reseller Servers Down - Orleans Marketing Group

HostGator Fail – All Reseller Servers Down

It would be a complete understatement for me to say that the last 24 plus hours have not been the best for the Houston based web hosting company with the little blue alligator mascot. Truth is, it’s been a complete failure. HostGator, a provider of shared, reseller, virtual private server, and dedicated web hosting, may claim to take a bite out of its competition, however the only ones getting chomped over the past +24 hours is its resellers and their clients.

Early yesterday morning HostGator announced they were experiencing issues with their reseller servers, which necessitated some emergency maintenance. It was assumed by many, based on HostGator’s ability to resolve similar issues in the past that this would be a temporary issue causing no more than an hour or so of downtime, which would have little impact during the early, early morning hours. However it’s now been more than 24 hours and the issues still have not yet been fully resolved. Fortunately, all of our clients’ websites that are on HostGator’s servers went back up around 1:15 AM.

Below are HostGator’s announcements during this outage:

10/29/2014, 3:29 AM – We are currently experiencing issues with our reseller servers which has necessitated emergency maintenance. We are working to bring the service back online as soon as possible and will update this thread with status updates.

10/29/2014, 4:46 AM – At this time maintenance continues in efforts to restore all services for the effected servers. We will continue to update this thread with additional information as it becomes available.

10/29/2014, 6:28 AM – At this time we are continuing to address the issues affecting our reseller servers and we will be posting additional updates to this thread as more information becomes available.

10/29/2014, 08:11 AM – At this time we continue efforts to address this issue and we are still in the process of restoring services to normal for the effected servers. We thank you for your patience in this matter and we will continue to update this post with additional information as it becomes available.

10/29/2014, 09:39 AM – At this time we have identified the issue and are currently working to resolve these issues as quickly as possible. We sincerely appreciate your patience and we will continue to keep you updated through this forum post.

10/29/2014, 09:53 AM – At this time the issues have been identified to be an operating system update that has caused issues across our reseller servers. We are working as diligently as possible to resolve these issues across the board, and will continue to update this forum post as more information becomes available.

10/29/2014, 10:37 AM – At this time we are working quickly towards implementing the solution to this issue. We sincerely appreciate your patience and will update this forum as more information becomes available.

10/29/2014, 11:18 AM – We are now implementing a resolution to the issues on the reseller servers. We appreciate your patience, and please stand by for further updates.

10/29/2014, 12:20 AM – We are continuing to implement the solution in a controlled fashion at this time. We genuinely appreciate your patience as we work towards a full resolution. Additional updates will be forthcoming shortly.

10/29/2014, 12:40 AM – At this time we have implemented the fix across all of the reseller servers. We do greatly appreciate your patience, and this issue is now resolved.

Please be aware that while a solution has been put in place for all affected servers, some users may still be experiencing MySQL errors intermittently. We’re aware of these troubles and are working to resolve these as quickly as possible. Thank you again for your patience as we get these remaining issues nailed down.

10/29/2014, 4:09 PM – We are continuing to work on the affected servers; a residual issue primarily affecting MySQL-driven sites has been identified and a resolution is being implemented. In the meantime, certain non-MySQL-driven sites may also be temporarily affected due to the nature of the solution being executed. We do appreciate your patience and cannot convey enough that the full resolution of this issue is our top priority at this time.

10/29/2014, 7:03 PM – Work is on-going at this time, the full resolution being much more time-consuming than we would prefer. Headway is being made however, with a large number of the affected servers having now been returned to normal functionality. Work will continue unabated until a full resolution is achieved. Further updates will be forthcoming.

10/29/2014, 11:01 PM – We are still working diligently to fully restore all functionality for all users on the affected servers. Headway is being made with full functionality still being restored to a large number of the affected servers. We will continue to work unabated until full resolution has been achieved. We thank you for your patience during this time. Further updates will be forthcoming.

10/30/2014, 1:29 AM – We are still working diligently to fully restore all functionality for all users on the affected servers. Headway is being made with full functionality still being restored to a large number of the affected servers. We will continue to work unabated until full resolution has been achieved. We thank you for your patience during this time. Further updates will be forthcoming.

10/30/2014, 3:01 AM – We are still working diligently to fully restore all functionality for all users on the affected servers. Headway is being made with full functionality still being restored to a large number of the affected servers. We will continue to work unabated until full resolution has been achieved. We thank you for your patience during this time. Further updates will be forthcoming.

10/30/2014, 5:26 AM – To begin, we would like to first thank all of our customers for their continued patience while we work to fully restore complete functionality to all users. We’d like to sincerely apologize for any prior responses that may have seemed rather repetitive or nonchalant. Please know that we are approaching this situation with the utmost urgency and we are committing as many resources as possible to resolve these issues.

As an update on the situation, while we don’t have many details we can divulge at the moment, we are making significant headway on the restoration of services. Additionally while there are still a large number of affected servers, our un-compromising commitment to serve our clients is driving us to work as quickly as possible. As previously stated, we will continue to work unabated until a full resolution has been achieved.

Thank you again to all of our clients and their respective customers for your continued patience and understanding. We sincerely apologize for the continued inconvenience.

10/30/2014, 7:51 AM – At this time we are continuing to make excellent progress towards the resolution of this matter and we would like to thank you for your patience in this matter as we continue to work tirelessly towards the restoration of all effected services. Further updates to this matter will be forthcoming as soon as additional information is available.

Thank you again to all of our clients and their respective customers for your continued patience and understanding. We sincerely apologize for the continued inconvenience.

Initially, HostGator was also keeping everyone informed via their Twitter account. However, that didn’t last too long. Their last post regarding the outage was more than 10 hours ago.

host-gator-twitter-posts

 

We’ve been in this industry for many years and realize that “things happen” and everyone does their absolute best to fix issues as soon as possible. We fully understand that everyone over at HostGator was, and still is, pulling their hair out trying to get these issues resolved. BUT, that doesn’t absolve HostGator from the poor communications we received. When an issue affecting hundreds of thousands of websites occur, communication is essential, and HostGator dropped the ball failing to properly update us and the thousands of other re-sellers.

Giving blanket statements on forums, live chat, Facebook, Twitter, etc., is not good enough. As of this writing, we still have yet to get a full explanation of what went wrong, other than generic “we know there is a problem and we’re on it” messages. We’ve endured hours between messages, live chats terminating without answers, forum posts expiring because “it’s all fixed”, asking us to email them with no replies, etc. This is completely unacceptable.

Everyone has bad days, and again no one should expect sites to remain up and running constantly 24-7-365, but HostGator’s failure to properly communicate has made a bad situation far worse. Dealing with an outage is something they are no doubt focused on right now, but once the issues are fixed, I have no doubt their resources will be further exhausted due of the mass exodus by their resellers and their customers.

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