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Droplet stuck in EVENT PROCESSING since a live backup started

Posted January 18, 2019 2k views
DigitalOceanUbuntu 16.04

My droplet has been stuck in a pending EVENT PROCESSING state for 14 hours. I think it started when my weekly live backup started. I can’t access my droplet. The site is down. I can’t restart it from the web console because it has a pending event. The droplet is locked up and I can’t do anything. Almost all controls in the web console are disabled.

The bigger issue is that I can’t detach the volume that has my data backups on it. When I try to detach my volume it says it can’t because the attached droplet has a “pending event”.

I’ve had a support ticket open for 14 hours with no response. #3091493

My backup strategy is based on being able to attached that volume to a new server to get data. But Digital Ocean won’t let me attach the volume to my new server.

Any ideas? Any way I can force support to respond. 14 hours seems like a long time to wait for a response to a system failure / data loss.

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msampson
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msampson

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5 answers
frodrigueztrepcom June 17, 2019

I have the same problem, how did you solve it or solve it from the support?

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  • msampson June 17, 2019

    I filled a support ticket. When they responded they said it was normal and I should keep waiting. I tried to explain further but they wouldn’t do anything. I posted on Twitter and that got someone to help look into it. Finally someone from support got back to me and admitted it was their problem. Seemed like an easy fix for them once they understood it was an issue in their system. Server was offline for almost a day.

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kevinlhm October 4, 2019

I have the same problem.

The support team is really slow on responding tickets. This is TOTALLY UNACCEPTABLE that a droplet is down and no one from DO helps

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kevinlhm October 4, 2019

I can confirm tagging DO on Twitter is the best way to get noticed.

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rbnkc November 26, 2019
[deleted]
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rbnkc November 27, 2019

I was able to (unintentionally) replicate the lockout through cli shutdown during DO’s automated weekly backups. Support replied within one hour for (kinda superfluous) permission to cancel the backup event but two hours later and I’m still waiting.
They know the issue will ‘solve’ itself (~2 hours for every 100GB it seems), but considering the impact and this being reported 10+ months ago, I find this unacceptable to wontfix this scenario.

I suggested they add a kill action for backup/snapshot events (at least if the droplet is offline) so the user can regain control / minimize downtime / maximize sleep.

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dreamond December 23, 2019

Same problem here still waiting for support answer!
all my websites offline!

this is quite unacceptable, hopefully they can save it asap and also compensate the loss!

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