attention!! powweb ADMIN'S

[bnbpcs]

I have been a customer for almost a year now.

Well... I submited an e-mail to an the admins for my site. I even called your tech support about my slq database problem yesterday and today. I got no response and nothing done.

I run a php-Nuke website which is new. I have a total of 41 users on my site which only about 5 of them visit the site every day. I get no large number of hits on my site. Most users I ever had online at once was 10. There is no way possible that I am even getting close to the limits you say are on your SLQ server, but my database gets shut down and told that I am exceeding those limits.

This is totally unexceptable in my opinion. I suggest you treat me as a customer and fix this problem in a timely manner.


bnbpcs.com

[rmranch]

Well, you may as well join the group! No one seems to be getting answers on their tech supoprt questions.

[mloradites]

i have the exact same problem with my site, i didn't have any errors when the limit was 18000 and now got shut down when the limit is now 36000, i have 54 users and no more than 4 are active at any given time and usually less. I called support and they said they'll get an admin to look at it, but if other people are having the same problem they didn't used to have i think something might be configured wrong.
hmmm...
Matthew

[LexF]

PowWeb Support works every day to answer your tech support questions. We assist literally thousands upon thousands of customers each week. Whenever the email or phone queues become too much for the current staff, the folks 'upstairs' hire new reps to help balance the load on the phones, the emails, and here in the Forum.

To say to that No one seems to be getting answers on their tech supoprt questions is just untrue. We help hundreds of customers a day, and we intend to provide tech support to everyone who needs it.

Onto the MySQL issue. Remember, the MySQL limits are on a per-user basis. You have three MySQL users available, and can tweak any config files to either randomly cycle through your available users, or to attempt to connect with the second or third user if the first connection fails.

Your MySQL access should automatically restore after you have been disabled for maxing out. If your MySQL db access ability isn't coming back, please post it here.

[bnbpcs]

Mine has been down since yesterday morning and nothing has been done. Nothing has been sent to me saying anything was being done about the problem.

Here is what I see when trying to access my database.

"Error

SQL-query :

SELECT VERSION( ) AS version, USER( ) AS user

MySQL said:


User 'bnbpcs2' has exceeded the 'max_questions' resource (current value: 36000)"

This is complete nonsense. If this is happening to a good amount of your customers, then suggest you fix it before you lose them all.

Allow me let you in on a little secret about taking care of the customer.

Customers do not want to hear excuses; they want to hear valid answers with a resolution. They really don't care what Powweb does on their side as long as what THEY pay for works when it is supposed to.

As for me... I am done with powweb. I am tired of the poor communication you give your customers. Powweb has succeeded in making me look like an idiot when it comes to maintaining a website.

[mloradites]

my site's sql is not back up yet, it has been "maxed-out" for almost 24 hrs now. Can at least get it back up so i can do a data dump?
Thanks
Matthew

[LexF]

Admins are currently investing the issue some users are experiencing where the MySQL access isn't being properly restored after a certain amount of time. I expect a fix shortly.

[mloradites]

mine's back up now which is good and hopefully we can figure out how i went over the limit.
Thanks
Matthew

[bnbpcs]

LexF

Perhaps if you gave informative responses instead of platitudes, you would not have the thousands of phone calls and e-mails that you referred to.


BTW - MySLQ is still down

[LexF]

Your MySQL access was interrupted due to resource abuse. Most users have that access restored after a certain amount of time. Some, yourself included, don't have it restored automatically, and admins are investigating the situation.

I have now told you everything I know on that specific situation. I'm not sure what more information I could provide you at this time.

Don't forget that when we're dealing with 100's of emails each day, a great percentage are from potential customers, not customers with support issues. The CS and Billing departments get about 100 messages a day. Support averages between 150 and 300 most days.

We're pretty pleased with just 1% of the user base needing support each day.

[bnbpcs]

Sorry as I stated in my previous posts there are no resource abuses on this end, but thank you for your more detailed response.

[pamturner]

Well, I know there is no resource abuse going on at my website, I barely get traffic yet. Could there be some 'questions' that for some reason havn't closed properly somehow and it took the time since you implemented the limits a couple weeks ago to get to the 36k max questions limit?

If so, is there a way to clear the questions out by user input so I can clean it out if neccesary manually?

[Tejada]

''Your MySQL access should automatically restore after you have been disabled for maxing out. If your MySQL db access ability isn't coming back, please post it here''

This is ticking me off more every day. I called tech support for the last 4 days. The server has NOT been reset automatically.

Supposebly the ADMININISTRATOR was to reset it within several hours after me calling tech support twice every day but I guess he didn't know how or maybe they just dont care.... I still have no solution to my problem. My user database is locked up and I have many angry emails from subscribers that can not access my members area or sign up.

As far as my chat room goes, THERE IS NO WAY this ever hit the limits as it was under a seperate username and not even open that day.

I bought three more databases to get a quick solution to my problem and these new databases are working fine for my chat and forum on mysql01.powweb.com

However, amember is making use of magnatar.powweb.com and is still out of service... I NEED THIS ERROR RESTORED QUICKLY as I am not able to make transfer correctly to a new database.

HOW LONG IS THIS GOING TO TAKE?

Does it really takes 4 days of calling tech support and posting to the message board??


Teresita Tejada
medlist@findrxonline.com

[omni_potent]

They keep telling me to fix my code, because that is the problem. I decided to check into this and got myself a copy of a php script that will analyze how many queries I send to the mysql server. Results said 6.14 per second average. that comes down to... 22104 per hour average, with the limit set at 36000 so I am under the limit by alot and I am still getting locked out.

I would have to say that this is proof that it isn't my fault that this problem exists. But if you really just want to get around this problem, add a new mysql user and change your script to use the new name. That isn't a permenent fix but it will get you running for a while!

[bnbpcs]

I certainly feel for you all as my database has been down since the 5th of March. I have resolved my problem myself without powweb support. I found a new host that has umlimited MySLQ databases and no query limits.

I plan to call powweb tomorrow for a full refund of whatever is left on my account and a full refund on the extra database I had to purchase in order to get my site working again that only worked for a day for your information.

I am a very disappointed customer who had just about enough. Notice how many hits they get on this board.... I do not see it getting shut down. Imagine that!

[RadioRob]

These forums run on the same limits imposed on each and every member. Why does this board work and not others? Because the code for boards like vBulletin, Ikonboard, etc are optimized better and use less mySQL resources. :)

[ssc]

Tejada, I feel your pain. I have been having the exact same problem. My site is up and then it goes back down and this continues all day. I have had to buy 3 databases with 3 users each to breakup the resource usage and that has helped alot. But one of my most important user accounts would not reset itself every hour like it should and was causing me major problems with my customers.

Here is a copy of an email and the response powweb gave me. The funny thing was I specifically stated for them to not send me anymore generic emails and to fix the problem:


There is no troubleshooting that we can offer as a solution for your MySQL issue.

Here is a link that explains the max_questions issue:
http://forum.powweb.com/showthread.php?
threadid=17462


Bret L.
PowWeb Hosting
http://support.powweb.com



-----Original Message-----
>> Domain: StarSearchCasting.com
>> URL: http://www.starsearchcasting.com/php/batchusers.php
>> Server: andromeda.powweb.com
>>
>> 'max_questions' isn’t resetting properly
>>
>> Description: For the entire weekend I have been getting this error when I
try to access this page. I called in Friday about this and was told it would
be looked into. The 'max_questions' is not resetting for user SSC2 after 1
hour like it should. All last week this was also happening and I am tired of
sending emails about it. Get your act together and fix the problem.
>>
>> And don’t send me anymore generic emails saying that everything is working
properly and we are exceeding the 'max_questions' per hour. That’s not the case and I am tired of wasting my time explaining this to customer service every day by phone.
>>
>> I have $15,000 worth of orders that I can’t upload into my database because
of this problem. This is costing me money because people are asking for refunds because they cant access their accounts.
>>
>> Database error in StarSearchCasting:
>>
>> Invalid query:
>> SELECT site_id FROM forum_link WHERE forum_id='6998'
>>
>> MySQL error: User 'ssc2' has exceeded the 'max_questions' resource (current
value: 36000)
>> MySQL error number: 1226
>> Date: March 9, 2003, 6:06 pm
>> Script: /php/batchusers.php


"There is no troubleshooting that we can offer as a solution for your MySQL issue. " - This is the response from the caring customer service after numerous phone calls and emails.

[djeaux]

I have posted several tickets to Powweb support and have ALWAYS received an email reply. I've gotten PMs here from Admins as well to let me know they're working on a problem. (Starr is particularly good about this :))

I have only had to use phone support once (a billing issue) & had a positive experience. I was not thrown into voicemail hell, I got a human being who answered my question, etc.

Of course, I don't use mySQL, so YMMV. But the more I read about security & mySQL, the less inclined I am to use it unless I
have to use it! I'm sure that "global problems" affecting a lot of users may not get individualized replies, but that's the nature of the beast. I expect the Powweb admins to work on solving technical issues more than answering my emails.

Powweb has "pretty good" customer service. Check out the competition. I could get "personal" service my going with a local hosting company but it would cost 3-4 times as much per month as Powweb.

*steps off soapbox*

djeaux

[starlitedi]

Your MySQL access was interrupted due to resource abuse. Most users have that access restored after a certain amount of time. Some, yourself included, don't have it restored automatically, and admins are investigating the situation.
This was not my site but,
I was wondering if admins have found the cause of this problem yet?

[omatic]

Your MySQL access was interrupted due to resource abuse. Most users have that access restored after a certain amount of time. Some, yourself included, don't have it restored automatically, and admins are investigating the situation.Originally posted by starlitedi
This was not my site but,
I was wondering if admins have found the cause of this problem yet? Bump! Did this ever get resolved?

Cheers,
omatic