DCN911.COM Off-Network Support

UPDATE, 6:32 PM: That was quick! The replacement was completed before we even had our original post up. All services are back up and running normally. ##

6:29 PM: Our shared hosting server ’svensbluff’ has been taken temporarily offline to have its backup drive replaced. This is not an OS-critical drive, nor is it a drive serving live sites, so extended downtime and/or data loss is not a concern. However the drive was failing, and we do need it to run scheduled back-ups, so it is being replaced before it fails completely and creates a snafu.

This is a scheduled replacement, and will take 5-10 minutes total, at which time the server will come back up.

Client data and live websites will be completely unaffected by this drive replacement. Any mail queued on the ‘net will remain queued until the server comes back up, at which time it will deliver according to the schedule of the sending mail server. There should be very little interruption as the outage is so short.

Thank you very much for your continued business and support. If we may answer any questions for you, please feel free to open a ticket with us, the link to the support desk (which is UP!!) is below or at the right. :D

DCSN Support Team

Our new support desk is online and running! Please bookmark the new URL:

http://www.dcn911.com/support-center/

Or you can use the links at the right to get there.

If you have any questions or issues please do let us know right away. :D

As many of our dear clients have pointed out :D our helpdesk at https://www.dcnsafe.com/tt/ is broken.

Rather than delay fixing our clients’ sites from the drive failure last week, we dropped our own site to last priority and put repairing client sites at first priority. We’ve been providing support via e-mail and that seems to have been working fairly well. Certainly better than that broken support desk!!!

Now that we have gone back to trying to fix the support desk, we have discovered that the database is missing over half our KB articles, and heaven knows how many tickets are missing. We have tried just to resolve the script errors, but it appears the script cannot be restored through a regular account restore process; SupportTrio seems to have some special system that prevents it from working on anything but an “original” installation. So we are left with no choice but to dump the script — we need one that works, not something that breaks whenever a stiff wind blows.

We are installing a brand-new desk (Cerberus) at https://www.dcn911.com/ so it will be totally off-server. This way if one of our shared servers goes down, the support site stays up. And, Cerberus is said to be a very stable solution. Although it does not offer all the capabilities that we want (specifically, it will not suggest KB solutions prior to submitting a ticket) it is better than the alternatives out there.

We hope to have the new support desk installed later this weekend and we will post prominent links to it off this site. We will also e-mail everyone once it is online so you will have the direct link for getting 24/7 online help at any time you need it.

Thank you for our patience and understanding as we’ve worked to get everything repaired and get you taken care of. Our new support site is the direct result of customer suggestions; I hope you find it helpful and useful. I am always grateful for customer suggestions on how we can do things better. Our job is to make your life easier. Please let me know when you have an idea how we can improve our service. :D
Warmest regards,
Karin
Agile Hosting/Door County Networking

8:49 P.M. UPDATE: The kernel upgrade was successful. The server has been upgraded and is back online running the new kernel.
Thank you and have a great evening.

DCSN Team

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8:44 P.M. NOTICE

Greetings!

We are upgrading the kernel on eagleharbor and will be rebooting the server shortly to make the new kernel take effect. This is a critical security upgrade as our current kernel is exploitable, which means your data is at risk.

In the event the kernel upgrade doesn’t go perfectly, the server may be offline for 20-30 minutes while data center techs look into it. Please bear with us. This is very important security work that must be done immediately — sort of like locking a door in a very dangerous neighborhood. We realize it might result in a short-term bump, but the pay-off is huge.

Thank you very much!!! :D

DCSN Team