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Droplet Down for hours!

Posted February 23, 2018 3k views
UbuntuApplications

My droplet is down for hours! I can not access it via terminal/ssh nor i can get a response when i try to ping it. I contacted Digital Ocean support and i got no response from them yet! This is not a way to treat a customer who has been with Digital Ocean for few years! I have important work on that droplet and i have no clue what is going on!

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6 answers
balsabozovic84 February 23, 2018

I have been a customer of yours since 2015 and I have never seen anything this unprofessional in my life. A hosting company’s one job is to allow my assets to have access to the web “ALL THE TIME” not some of the time, not possibly won’t have those files tomorrow. You are now losing me 1000s a day for your stupidity and I need this rectified immediately. Also, if any data is lost I will take all that money that I lost from your company in the last 24/h and throw it to my marketing department to let the entire web know in detail and in excess on how horrible of a company you are an how no one should ever use your servers again. I am expecting a resolution to this problem asap. Let me know. I understand mistakes happen however, it is your job now to fix this or you should not be in business at all. Thank you and let me know.

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  • nick86053be7ea9 February 26, 2018

    It appears that something is currently going wrong inside DO. After recent hypervisor changes we found one of our droplets performing over 10 times worse than others, with 10 times slower CPU benchmarks and 10 times slower I/O. The issue was reported to support but not treated as being any problem, so we requested a migration. In the past tickets have been responded to quickly and migrations handled at the scheduled time and without any problem. We recommended DO widely because of this service.

    On this occasion it took around 8 hours for the migration request to be acknowledged, but it was and the migration booked in. Unfortunately it never happened, and it took 25 hours before there was any answer to why. The reason given was a backlog of tickets, and it was booked in for today. Again it never happened, and it’s been over 14 hours without any response to asking what happened this time.

    A case of expanding too quickly perhaps, and not investing in support. Whatever the reason, DO has suddenly become a huge liability in our infrastructure.

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jasonjpeters February 23, 2018

Have you looked into your control panel to see if it is in fact powered on. You can also try and power cycling it.

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  • balsabozovic84 February 23, 2018

    Yeah. I made sure it’s powered on. I tried powering it off and back on as well as power cycling it. I also tried restoring it to previous backup. Nothing. It is still not responding to anything

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balsabozovic84 February 26, 2018

I am leaving DO. I had enough…they deserve to see all their customers leave. These guys messed up my droplet and after no reply from their support for days all they could offer is to have it set to recovery mode so i take my files. it is ABSOLUTELY obvious that my droplet got messed up on feb 22 when they did that upgrade/reboot.

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  • casperru February 26, 2018

    Same here.. my droplet is down for 5 hours already and the status page states that everything’s working. With the only exception that i can’t do anything with it and the is a notification for a hypervisor being under maintenance. No response from support

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helioascorreia March 1, 2018

I’m having the same problem, all of my sites are down and I’m trying to send a ticket but the support takes to long to respond and we are relatively in the same time zone

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defensora April 12, 2018

My two droplets are totally inaccessible as are all the support people at DO. It’s been 16 hrs so far. When I opened a ticket to say that my droplet was having random data loss (edited files not saving, updating) I did get a response from someone who said they had attached a recovery iso to my droplet and that I would need to reboot. The same person claimed that the staff at DO never interfere with the droplets, which is really humorous considering he/she never asked me if I would like them to attach the recovery iso, they just informed me that they had done that. I did go in with the recovery tool and did a fsck and there were no problems with the file system showing from that and the kernel appeared to be intact and healthy, but I’m sure it isn’t really. When I messaged back to ask them to please detach the iso (something that I have no access to do ) and boot me into my droplet I never got a response from any of the tickets I have sent over this last day. My second droplet had the password changed (not by me). I have not tried to reset the password for that one, don’t know if that would work, probably not. I certainly don’t want to continue to risk loosing many hours of work, even if DO does eventually get the droplets up and running. I am in the process of rebuilding all my apps over at Ramnode. Time for someone to give Ben Uretsky a call: 646-397-8051

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subscfdbc827366936e1427572 August 17, 2020

Same here. Server down, in the MIDDLE OF THE DAY, for nearly an hour now, with this message in the dashboard “Events for this Droplet are currently disabled while the hypervisor is under maintenance.”

Dashboard frozen, nothing we can do.

Support is non existent. No one is taking responsibility. We’ve been down for 1 hour and 4 minutes as of this message. On a Monday at 3 PM… Let that sink in.

“Never mid” the fact that we are running paid marketing campaigns for our clients and we lose money every time this happens, and it happens often. Also we have dozens of Droplets.

Mark my words,, WE ARE going to take our business away this month. I’ve had enough of this BS.

You had one job DO,,, one job..

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  • andyparr1 September 10, 2020

    Thanks for this candid assessment. I am on the verge of spinning up 17 droplets for my business but today we hit a problem uploading kernelcare to the server. WHM stated for us to re-boot - since we did the server is down and we can’t access emails, websites, WHM/cPanel or anything. When we login via the console WHM is trying to create a new account. I appreciate this is cPanel’s issue but when I raise a ticket with DO I expect a response. Because of what I’ve read here I’m giving them until 2pm tomorrow - which will be 24 hours to respond at which point I will begin migration to AWS. It might be more expensive but you get support when you need it - I’m not putting up with servers that are down and no help to restore. It’s not good enough.

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