Server is not responding - Revision history

Cocodude: /* Unscheduled Outage Notification */

2011-01-25T16:13:23Z

Unscheduled Outage Notification

← Older revision		Revision as of 16:13, 25 January 2011
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	=== Unscheduled Outage Notification ===		=== Unscheduled Outage Notification ===

	Send out an ''Unscheduled Outage'' email detailing the outage once the server is back up. This should be available in your Templates IMAP folder, or if you do not have a GigaTux email account, see the ~~template~~ [[Unscheduled Outage Template]] in the wiki. Send this only to users on the affected user by checking the [https://www.gigatux.com/admin/list_vps_emails.php list of customers for each DTC node] Username: '''gigatux''', Password: '''o7jJtiRQ'''		Send out an ''Unscheduled Outage'' email detailing the outage once the server is back up. This should be available in your Templates IMAP folder, or if you do not have a GigaTux email account, see the [[Unscheduled Outage Template]] in the wiki. Send this only to users on the affected user by checking the [https://www.gigatux.com/admin/list_vps_emails.php list of customers for each DTC node] Username: '''gigatux''', Password: '''o7jJtiRQ'''

	=== Inform Marc ===		=== Inform Marc ===

	Send Marc another text to let him know that you have saved the world.		Send Marc another text to let him know that you have saved the world.

Cocodude: /* Unscheduled Outage Notification */

2011-01-25T16:13:12Z

Unscheduled Outage Notification

← Older revision		Revision as of 16:13, 25 January 2011
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	=== Unscheduled Outage Notification ===		=== Unscheduled Outage Notification ===

	Send out an ''Unscheduled Outage'' email detailing the outage once the server is back up. This should be available in your Templates IMAP folder, or if you do not have a GigaTux email account, see the template [~~here\|~~Unscheduled Outage Template]. Send this only to users on the affected user by checking the [https://www.gigatux.com/admin/list_vps_emails.php list of customers for each DTC node] Username: '''gigatux''', Password: '''o7jJtiRQ'''		Send out an ''Unscheduled Outage'' email detailing the outage once the server is back up. This should be available in your Templates IMAP folder, or if you do not have a GigaTux email account, see the template [[Unscheduled Outage Template]] in the wiki. Send this only to users on the affected user by checking the [https://www.gigatux.com/admin/list_vps_emails.php list of customers for each DTC node] Username: '''gigatux''', Password: '''o7jJtiRQ'''

	=== Inform Marc ===		=== Inform Marc ===

	Send Marc another text to let him know that you have saved the world.		Send Marc another text to let him know that you have saved the world.

Cocodude: /* Unscheduled Outage Notification */

2011-01-25T16:11:41Z

Unscheduled Outage Notification

← Older revision		Revision as of 16:11, 25 January 2011
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	=== Unscheduled Outage Notification ===		=== Unscheduled Outage Notification ===

	Send out an ''Unscheduled Outage'' email detailing the outage once the server is back up. This should be available in your Templates IMAP folder, or if you do not have a GigaTux email account, see the template [Unscheduled Outage Template~~\|here~~]. Send this only to users on the affected user by checking the [https://www.gigatux.com/admin/list_vps_emails.php list of customers for each DTC node] Username: '''gigatux''', Password: '''o7jJtiRQ'''		Send out an ''Unscheduled Outage'' email detailing the outage once the server is back up. This should be available in your Templates IMAP folder, or if you do not have a GigaTux email account, see the template [here\|Unscheduled Outage Template]. Send this only to users on the affected user by checking the [https://www.gigatux.com/admin/list_vps_emails.php list of customers for each DTC node] Username: '''gigatux''', Password: '''o7jJtiRQ'''

	=== Inform Marc ===		=== Inform Marc ===

	Send Marc another text to let him know that you have saved the world.		Send Marc another text to let him know that you have saved the world.

Cocodude: /* Unscheduled Outage Notification */

2011-01-25T16:09:35Z

Unscheduled Outage Notification

← Older revision		Revision as of 16:09, 25 January 2011
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	=== Unscheduled Outage Notification ===		=== Unscheduled Outage Notification ===

	Send out an ''Unscheduled Outage'' email detailing the outage once the server is back up. This should be available in your Templates IMAP folder, or if you do not have a GigaTux email account, see the template [Unscheduled Outage Template\|here]. Send this only to users on the affected user.		Send out an ''Unscheduled Outage'' email detailing the outage once the server is back up. This should be available in your Templates IMAP folder, or if you do not have a GigaTux email account, see the template [Unscheduled Outage Template\|here]. Send this only to users on the affected user by checking the [https://www.gigatux.com/admin/list_vps_emails.php list of customers for each DTC node] Username: '''gigatux''', Password: '''o7jJtiRQ'''

	~~Check~~ the [https://www.gigatux.com/admin/list_vps_emails.php list of customers for each DTC node] Username: '''gigatux''', Password: '''o7jJtiRQ'''

	=== Inform Marc ===		=== Inform Marc ===

	Send Marc another text to let him know that you have saved the world.		Send Marc another text to let him know that you have saved the world.

Cocodude: /* Unscheduled Outage Notification */

2011-01-25T16:09:16Z

Unscheduled Outage Notification

← Older revision		Revision as of 16:09, 25 January 2011
Line 91:		Line 91:
	=== Unscheduled Outage Notification ===		=== Unscheduled Outage Notification ===

	Send out an ''Unscheduled Outage'' email detailing the outage once the server is back up. This should be available in your Templates IMAP folder. Send this only to users on the affected user.		Send out an ''Unscheduled Outage'' email detailing the outage once the server is back up. This should be available in your Templates IMAP folder, or if you do not have a GigaTux email account, see the template [Unscheduled Outage Template\|here]. Send this only to users on the affected user.

	Check the [https://www.gigatux.com/admin/list_vps_emails.php list of customers for each DTC node] Username: '''gigatux''', Password: '''o7jJtiRQ'''		Check the [https://www.gigatux.com/admin/list_vps_emails.php list of customers for each DTC node] Username: '''gigatux''', Password: '''o7jJtiRQ'''

Cocodude: /* There is no response or you do not know what is wrong */

2011-01-25T16:08:20Z

There is no response or you do not know what is wrong

← Older revision		Revision as of 16:08, 25 January 2011
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	=== There is no response or you do not know what is wrong ===		=== There is no response or you do not know what is wrong ===

	Obviously, Google is your friend if you see something that you do not recognise. Alternately, please contact everyone on the [People] list to request assistance.		Obviously, Google is your friend if you see something that you do not recognise. Alternately, please contact everyone on the [[People]] list to request assistance.

	If no-one on that list are able to figure this out, then ask for professional support at the datacentre. Again, accept the costs involved. Even if this takes hours for the datacentre to sort out, a few hundred pounds spent is better than the server being offline for days.		If no-one on that list are able to figure this out, then ask for professional support at the datacentre. Again, accept the costs involved. Even if this takes hours for the datacentre to sort out, a few hundred pounds spent is better than the server being offline for days.

Cocodude: /* The server won't restart */

2011-01-25T16:07:40Z

The server won't restart

← Older revision		Revision as of 16:07, 25 January 2011
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	There may be situations where you cannot restart the server yourself and you need to get the datacentre to do this for you.		There may be situations where you cannot restart the server yourself and you need to get the datacentre to do this for you.

	# Retrieve necessary details of the server (usually a client or ~~servernumber~~, e.g. IS-xxxx or cexxxx, and phone number).		# Retrieve necessary details of the server (usually a client or server number, e.g. IS-xxxx or cexxxx, and phone number).
	# '''Ring''' the appropriate datacentre.		# '''Ring''' the appropriate datacentre.
	# State the problem and let them know that you would this done as soon as they can. Try to get an ETA if possible. Ask them to call or email you when the reset is complete.		# State the problem and let them know that you would this done as soon as they can. Try to get an ETA if possible. Ask them to call or email you when the reset is complete.

Cocodude: /* Is the server really down? */

2011-01-25T15:59:20Z

Is the server really down?

← Older revision		Revision as of 15:59, 25 January 2011
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	Important points here are:		Important points here are:

	Keep calm		Keep calm.

	Do not be afraid to use your best judgement here. If the server is down, you will probably need to reset it.		Do not be afraid to use your best judgement here. If the server is down, you will probably need to reset it.

Cocodude: /* Is the server really down? */

2011-01-25T15:58:43Z

Is the server really down?

← Older revision		Revision as of 15:58, 25 January 2011
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	Sometimes, the server can be technically not down, but pretty useless. This has happened before where an infinite stream of disk error messages are displayed in the console and all disk access has failed. For all intents and purposes, the server is down in this state.		Sometimes, the server can be technically not down, but pretty useless. This has happened before where an infinite stream of disk error messages are displayed in the console and all disk access has failed. For all intents and purposes, the server is down in this state.

	~~'''~~Do not be afraid to use your best judgement here. If the server is down, you will probably need to reset it.~~'''~~		Important points here are:

			Keep calm

			Do not be afraid to use your best judgement here. If the server is down, you will probably need to reset it.

			If you need to spend money to fix it (usually under my account), please do so.

	== Pre-reset Protocol ==		== Pre-reset Protocol ==

Cocodude: /* Is the server really down? */

2011-01-25T15:57:13Z

Is the server really down?

← Older revision		Revision as of 15:57, 25 January 2011
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	* Users are submitting support tickets.		* Users are submitting support tickets.
	* You cannot ping or SSH to the server from multiple locations.		* You cannot ping or SSH to the server from multiple locations.
	* [[IPMI ~~Commands~~]] are showing that the server is not responding.		* [[IPMI commands]] are showing that the server is not responding.
	* Many VPSs hosted on the server are not responding.		* Many VPSs hosted on the server are not responding.