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VULTR Seattle Node Failure
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VULTR Seattle Node Failure

So yesterday I get this light hearted email from vultr telling me that my node is down and that they will investigate. 4 hours later I get a second notice that my node was toast and too bad for me. Oh yea, they would credit my account for 2 months out of the generosity of their hearts.

This is totally unacceptable. And it happened only 6 months or so after signing up. I'm glad that this was not a full production server. I was testing the waters to see if they were reliable. Now that I see they are not, I will stay with my other cloud provider who has been flawless for several years. I was investigating because I don't like to keep all of my eggs in one basket.

I sent a support request to close my account. I indicated my dismay and disgust with their company. I quickly got a response informing me that they would close my account without any apologies or explanations that any respectable company would have offered.

If this is how they operate, I doubt that they will ever make it to the big leagues.

«1

Comments

  • seriesnseriesn Member, Top Provider
  • ViridWebViridWeb Member, Provider

    You are using their service only for 6 month that doesn't mean the node is 6 month old.
    Disaster happens on every sector and hosting business is not an exception.

    A server is an electronic device and it's not guaranteed that it will work forever.

    A customer must have their own backup no matter if the provider claim to have back included in their service.

    Last, I don't know what language you use on your support ticket but the host should not threaten their clients to close their account without any reason.

    I this case I'm fully agree with you.

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  • AC_FanAC_Fan Member

    Everything dies, eventually. To pretend otherwise is naive. Keep backups from now on and go on with your life.

  • tetechtetech Member

    My AWS server died too. I doubt they will ever make it to the big league.

  • plumbergplumberg Member

    Username pixelpadre
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    Good going @pixelpadre

  • tetechtetech Member

    @AC_Fan said:
    Everything dies, eventually. To pretend otherwise is naive. Keep backups from now on and go on with your life.

    That's what I thought when my grandmother died. But the backup didn't work as well as the original.

    Thanked by 2t0ny0 Edmond
  • t0ny0t0ny0 Member

    @pixelpadre said:
    So yesterday I get this light hearted email from vultr telling me that my node is down and that they will investigate. 4 hours later I get a second notice that my node was toast and too bad for me. Oh yea, they would credit my account for 2 months out of the generosity of their hearts.

    This is totally unacceptable. And it happened only 6 months or so after signing up. I'm glad that this was not a full production server. I was testing the waters to see if they were reliable. Now that I see they are not, I will stay with my other cloud provider who has been flawless for several years. I was investigating because I don't like to keep all of my eggs in one basket.

    I sent a support request to close my account. I indicated my dismay and disgust with their company. I quickly got a response informing me that they would close my account without any apologies or explanations that any respectable company would have offered.

    If this is how they operate, I doubt that they will ever make it to the big leagues.

    How dare they have a failing node. And how dare they not offer you a BJ for your troubles, and only 2 months free service.
    You are barking at the wrong tree, sir. Vultr has been beyond reliable, and yes - shit happens. But dismay and disgust? If a failing node gets you in dismay and disgust - you are living that good life.

    Thanked by 2lentro Synatiq
  • LeeLee Member
    edited June 19

    @pixelpadre said: I will stay with my other cloud provider who has been flawless for several years.

    No, you have just been lucky that one of their nodes that you were on did not fail as has happened with Vultr. No provider is immune to failing equipment.

  • raindog308raindog308 Moderator

    Want to bet OP saved $2/month by not enabling backups?

    @pixelpadre said: 4 hours later I get a second notice that my node was toast and too bad for me. Oh yea, they would credit my account for 2 months out of the generosity of their hearts.

    This is totally unacceptable.

    Man, you're whiny.

    @pixelpadre said: Now that I see they are not, I will stay with my other cloud provider who has been flawless for several years.

    Well, that can't be Digital Ocean or Linode. I know from experience it can't be Azure or AWS. So...who is this magical provider that has never had a node fail in their entire history?

    @pixelpadre said: I indicated my dismay and disgust with their company. I quickly got a response informing me that they would close my account without any apologies or explanations that any respectable company would have offered.

    image

    For LET support, please visit the support desk.

  • sanvitsanvit Member

    @ViridWeb said: host should not threaten their clients to close their account without any reason.

    OP never mentioned that they threatened to close his/her account?

    Anyway, you should always have backup. period.

  • DiamondzDiamondz Member

    Did your disk also got crashed or was the VM just down for that time? Is the data safe or gone too?

  • notarobonotarobo Member

    Join upcloud then

  • tetechtetech Member

    @sanvit said: Anyway, you should always have backup. period.

    That's what I told my girlfriend - I need to maintain a backup in case she dies or her performance degrades. She did not like it.

    Thanked by 1plumberg
  • t0ny0t0ny0 Member

    @tetech said:

    @sanvit said: Anyway, you should always have backup. period.

    That's what I told my girlfriend - I need to maintain a backup in case she dies or her performance degrades. She did not like it.

    Thats why you need high availability girlfriend. One goes down - you can fallback to the other 2-3.

  • seriesnseriesn Member, Top Provider

    @t0ny0 said:

    @tetech said:

    @sanvit said: Anyway, you should always have backup. period.

    That's what I told my girlfriend - I need to maintain a backup in case she dies or her performance degrades. She did not like it.

    Thats why you need high availability girlfriend. One goes down - you can fallback to the other 2-3.

    Unless none of them goes down.....

  • OhJohnOhJohn Member

    Now I want my vultr nodes dying every two month.

    Thanked by 3raindog308 lentro mrTom
  • Brend4nBrend4n Member
    edited June 19

    As others mentioned, hardware failures happen, you're responsible for keeping your own backups. That being said, there are providers that have storage redundancy/failover in place to account for this.

    I'm pretty happy with UpCloud and Genesis Hosting Solutions, which both have replicated/network attached storage. That being said, you should still have your own offsite backups.

  • aj_potcaj_potc Member

    @tetech said:
    That's what I told my girlfriend - I need to maintain a backup in case she dies or her performance degrades. She did not like it.

    My wife had the same reaction when I told her I would prefer to have a "hot standby."

  • ViridWebViridWeb Member, Provider

    @sanvit said:

    @ViridWeb said: host should not threaten their clients to close their account without any reason.

    OP never mentioned that they threatened to close his/her account?

    Anyway, you should always have backup. period.

    Yep you are right. I just double checked.

    Thanked by 1sanvit

    ViridWeb.com - cPanel Web Hosting | Litespeed + SSH Access + Free Backups + Free Transfers.
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  • doughnetdoughnet Member

    I have a question. If for example there is a failure on the host node machine and the as the client you are paying for daily backups with that same host. Where would the responsibility lie for restoring the backup? Should the host instantly restore the backup for the client and say “hey the host node had a critical failure but we saw you had paid for backups so we restored it right away to get you back up and running on another node”. Is that the proper method or is an email saying the node fail and then leave it up to the client to restore ...

    I guess I’m getting at is how much is expected responsibility for the host to assist in getting clients back up and running. I feel it shows the “value” of clients on how much effort a host goes to in helping during critical/crisis times.

    Thoughts?

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  • WSCallumWSCallum Member, Provider

    @doughnet said:
    I have a question. If for example there is a failure on the host node machine and the as the client you are paying for daily backups with that same host. Where would the responsibility lie for restoring the backup? Should the host instantly restore the backup for the client and say “hey the host node had a critical failure but we saw you had paid for backups so we restored it right away to get you back up and running on another node”. Is that the proper method or is an email saying the node fail and then leave it up to the client to restore ...

    I guess I’m getting at is how much is expected responsibility for the host to assist in getting clients back up and running. I feel it shows the “value” of clients on how much effort a host goes to in helping during critical/crisis times.

    Thoughts?

    Depends on the hosts TOS. I would say if you are paying for automated backups then yes absolutely, they should be readily available and restored upon request/automatically in the event of hardware failure. "free" or "included" backups probably shouldn't be considered the same way.

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  • sanvitsanvit Member
    edited June 19

    @doughnet said: I have a question. If for example there is a failure on the host node machine and the as the client you are paying for daily backups with that same host. Where would the responsibility lie for restoring the backup? Should the host instantly restore the backup for the client and say “hey the host node had a critical failure but we saw you had paid for backups so we restored it right away to get you back up and running on another node”. Is that the proper method or is an email saying the node fail and then leave it up to the client to restore ...

    This actually happened to me once. The provider I was using had daily backup included, and when the node went down, they recovered from the latest backup, than gave me a call regarding the restore.

    Thanked by 2doughnet raindog308
  • deankdeank Member, Troll

    This is what happens when you are too young to realize that shit happens in life.

    Thanked by 1imok

    I have not created a single thread. Verify it if you dare.

  • raindog308raindog308 Moderator

    @aj_potc said: My wife had the same reaction when I told her I would prefer to have a "hot standby."

    Some of those hot standbys have hourly pricing.

    For LET support, please visit the support desk.

  • corbpiecorbpie Member

    @plumberg said:
    Username pixelpadre
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    Good going @ pixelpadre

    Digital Ocean shill

    grape

  • imokimok Member

    @corbpie said:

    @plumberg said:
    Username pixelpadre
    Joined June 2015
    Visits 1
    Last Active8:58AM
    Roles Member
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     Activity  Discussions 1  Comments

    Good going @ pixelpadre

    Digital Ocean shill

    I will keep my Vultr servers, they perform better than Digital Ocean.

    Thanked by 1Dazzle
  • lentrolentro Member, Provider

    @raindog308 said:
    Well, that can't be Digital Ocean or Linode. I know from experience it can't be Azure or AWS. So...who is this magical provider that has never had a node fail in their entire history?

    Must be the next summer host that provides 100% guaranteed uptime & a bulletproof SLA!

    Thanked by 1raindog308

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  • pbxpbx Member

    Do they officially even use RAID now or is still "maybe yes maybe no"?

  • PwnerPwner Member

    @ViridWeb said:
    Last, I don't know what language you use on your support ticket but the host should not threaten their clients to close their account without any reason.

    If you read the OP, you'd see the following:

    @pixelpadre said: I sent a support request to close my account. I indicated my dismay and disgust with their company. I quickly got a response informing me that they would close my account without any apologies or explanations that any respectable company would have offered.

    OP requested for their account to be closed, Vultr support didn't make any threats, they were following through with OP's request.

  • ViridWebViridWeb Member, Provider

    @Pwner said:

    @ViridWeb said:
    Last, I don't know what language you use on your support ticket but the host should not threaten their clients to close their account without any reason.

    If you read the OP, you'd see the following:

    @pixelpadre said: I sent a support request to close my account. I indicated my dismay and disgust with their company. I quickly got a response informing me that they would close my account without any apologies or explanations that any respectable company would have offered.

    OP requested for their account to be closed, Vultr support didn't make any threats, they were following through with OP's request.

    If you read carefully then you will find I already have acknowledged my mistake

    @ViridWeb said:

    @sanvit said:

    @ViridWeb said: host should not threaten their clients to close their account without any reason.

    OP never mentioned that they threatened to close his/her account?

    Anyway, you should always have backup. period.

    Yep you are right. I just double checked.

    ViridWeb.com - cPanel Web Hosting | Litespeed + SSH Access + Free Backups + Free Transfers.
    CIN: U72900WB2018OPC226882 | GST: 19AAGCV4976R1Z4

  • HostSlickHostSlick Member, Provider
    edited June 19

    @pbx said:
    Do they officially even use RAID now or is still "maybe yes maybe no"?

    Theres a low % of chance that data loss can happen with RAID1 or even 10 aswell.
    For example, We had a node with RAID10 and bad luck last year too. Two drives failed at the same time of whom one of each span.

    After we replaced the failed drive, hardware raid was doing its sync when it suddenly marked another one as failed.

    There was no sign before that the other one would fail.

    Both SSD Drives where about 3 months old.

    Always keep your backups. RAID is no backup but redundancy to lower the risk of loss and such events like data loss to occur.

    Just saying :wink:

  • jahrincjahrinc Member

    @pbx said: Do they officially even use RAID now or is still "maybe yes maybe no"?

    I asked this is what they told me:

  • ViridWebViridWeb Member, Provider

    @jahrinc said:

    @pbx said: Do they officially even use RAID now or is still "maybe yes maybe no"?

    I asked this is what they told me:

    I think the guy was talking about instances/VPS not the node itself. Or maybe he was just trying to avoid the question

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  • jahrincjahrinc Member

    @ViridWeb said: I think the guy was talking about instances/VPS not the node itself. Or maybe he was just trying to avoid the question

    Welp... :

  • @AC_Fan said:
    Everything dies, eventually. To pretend otherwise is naive. Keep backups from now on and go on with your life.

    Since it is a CloudVPS and the OP does not have access to the physical node to shutdown and image the whole drive, how do you backup?
    rsync from the root? tar from the root and copy the tar file?
    I agree this thread turned sour, but a little education on how to backup and re-install on another VPS would be appreciated.

  • Brend4nBrend4n Member

    If you need redundant storage, Vultr's block storage is SAN / Replicated.

  • tetechtetech Member

    @techwiz44 said:

    @AC_Fan said:
    Everything dies, eventually. To pretend otherwise is naive. Keep backups from now on and go on with your life.

    Since it is a CloudVPS and the OP does not have access to the physical node to shutdown and image the whole drive, how do you backup?
    rsync from the root? tar from the root and copy the tar file?
    I agree this thread turned sour, but a little education on how to backup and re-install on another VPS would be appreciated.

    Vultr control panel. Backups tab -> Enable backups.

    But I don't think the complaint here was about loss of data anyway.

  • Tony40Tony40 Member
    edited June 20

    Shit always happen, you should always backup to a remote location or download... personally, I ways download a copy of the full backup...In my pc I have a external hard drive plug-in that auto backup my pc files, so is in three location.

  • poissonpoisson Member

    Better ask your mother for a refund if you suffer erectile dysfunction one day.

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  • pbxpbx Member

    @ViridWeb said: trying to avoid the question

    They've been pretty good at that over the years :wink:

  • @techwiz44 said:

    @AC_Fan said:
    Everything dies, eventually. To pretend otherwise is naive. Keep backups from now on and go on with your life.

    Since it is a CloudVPS and the OP does not have access to the physical node to shutdown and image the whole drive, how do you backup?
    rsync from the root? tar from the root and copy the tar file?
    I agree this thread turned sour, but a little education on how to backup and re-install on another VPS would be appreciated.

    I've not tried but apparently the beta version of Urbackup can now take a full image of running systems (Depending on Filesystem) using the dattobd kernel module

    https://forums.urbackup.org/t/server-2-5-9-beta-updated-x3/8865

    I believe VEEAM can also do similar via it's kernel module.

  • danninovdanninov Member

    Anyone here know if DO or Vultr use local disk for their root drive instance or use network block storage/CEPH?

  • Brend4nBrend4n Member

    @danninov said:
    Anyone here know if DO or Vultr use local disk for their root drive instance or use network block storage/CEPH?

    DO use local RAID storage. Vultr use local but have avoided answering if they use any RAID.

    Thanked by 1pbx
  • danninovdanninov Member

    @Brend4n said:

    @danninov said:
    Anyone here know if DO or Vultr use local disk for their root drive instance or use network block storage/CEPH?

    DO use local RAID storage. Vultr use local but have avoided answering if they use any RAID.

    Ah okay, I thought they like EC2 AWS that using block storage for root drive. No protection then from failure node, quite high risk

  • @poisson said:
    Better ask your mother for a refund if you suffer erectile dysfunction one day.

    I don't know if erectile dysfunction analogy is correct, it would be more like the mother gave him crabs and offered a free handy but didn't apologize for the crabs.

    Also, jeepers, man. Did he start something personal with you outside this thread that you need to go after his mom? (It would be criminal if tomorrow was mother's day instead of Father's Day).

  • @Brend4n said:

    @danninov said:
    Anyone here know if DO or Vultr use local disk for their root drive instance or use network block storage/CEPH?

    DO use local RAID storage. Vultr use local but have avoided answering if they use any RAID.

    I don't see it mentioned for Compute or in their SLA. So they're not giving the false impression.

    When the provider isn't using RAID10, server/data loss is eventual and so automatic backups are mandatory. And even if they are, they can still fuck it up.

  • WSCallumWSCallum Member, Provider

    @danninov said:

    @Brend4n said:

    @danninov said:
    Anyone here know if DO or Vultr use local disk for their root drive instance or use network block storage/CEPH?

    DO use local RAID storage. Vultr use local but have avoided answering if they use any RAID.

    Ah okay, I thought they like EC2 AWS that using block storage for root drive. No protection then from failure node, quite high risk

    If you want HA you have to pay the price (not lowend definitely) and in most cases suffer the performance hit that comes with it. In most cases disks are whats most likely to fail on you and if theres local RAID you’d be looking at potentially going years without issues. But this is why backups are important...

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  • Brend4nBrend4n Member

    @WSCallum said:

    @danninov said:

    @Brend4n said:

    @danninov said:
    Anyone here know if DO or Vultr use local disk for their root drive instance or use network block storage/CEPH?

    DO use local RAID storage. Vultr use local but have avoided answering if they use any RAID.

    Ah okay, I thought they like EC2 AWS that using block storage for root drive. No protection then from failure node, quite high risk

    If you want HA you have to pay the price (not lowend definitely) and in most cases suffer the performance hit that comes with it. In most cases disks are whats most likely to fail on you and if theres local RAID you’d be looking at potentially going years without issues. But this is why backups are important...

    I mean, providers that have network/redundant/CEPH storage are pretty comparable in pricing these days... UpCloud and Heficed come to mind. Heficed use CEPH with triple replication, and UpCloud their own inhouse I believe.

  • SplitIceSplitIce Member, Provider
    edited June 21

    Mate you have been at this for years and you still havent learnt to take backups? How about instead of trying to place blame on them take some responsibility. This was bad luck for them which became a disaster for you due to missmanagement. Perhaps there is a lesson to be had here?

    Snapshots are free with Vultr, so there is really no reason not to use them.

    Further if this was a regular occurrence with them they wouldnt be as big as they are now. I'd say it's not based on my ~35 VMs, many of which are 4y+ old. I'm yet to see a single full Node failure that they didn't recover (one they did) or in recent years any serious issues. Comparing that to many of the hosts around here... yeah.

    Anyway Im not saying they are perfect (I've taken issue with some of their policies over the years) but they are more than adequate and definitely in the top tier for the price bracket.

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