[ale] Rackspace Cloud Server Issue

[leam hall]

Chris,

That does sound odd. RS prides itself on "Fanatical Support"; I'm not
even sure they have Follow the Sun staff.

I'd suggest following up with support again. The issue of an interface
staying down may need attention.

Leam

On Mon, Mar 10, 2014 at 3:29 PM, Chris Fowler
<cfowler at outpostsentinel.com> wrote:
> I experienced an issue with a cloud "server" at RS this morning that took me
> over 2 hours to solve.  Luckily the system was not critical, but I'm sending
> this email because I thought it was a bit odd how it was solved.
>
>
> Early this morning Thunderbird alerted me that it failed to connect to
> imap.k4fh.com.  I verified that system was down with failed ping.   Logging
> into the cloud control panel showed it as up so I did a hard reboot.  After
> the reboot there was no change so I tried to connect to the console.  That
> was not working either so I started a chat session.
>
> My guess is that I was chatting with someone outside the US that had access
> to second level at RS.  They started working on the problem and told me that
> the host system had to be restarted.  During this period I checked
> status.rackspace.com and saw now down reports.  I did receive and email upon
> the reboot that RS was working on the system.  After the reboot I was still
> unable to ping, but this time I was able to connect to the console.  Logging
> in I was able to ping RS's private subnet on eth1, but nothing on the public
> at eth0.  The person I was chatting with assumed everything was back up.  I
> said different.  After about 10 more minutes I was able to ping out and I
> was able to ping the system.
>
>
> A few things concern me.
>
> 1.  I became their monitoring system that told them they had a problem and
> they chose to reset the host.
> 2.  After reset the problem was not resolved.  I'm guessing a failed routing
> issue on their end and the host was fine.
> 3.  During this period the person I was chatting with assumed the problem
> was on my end and after the host was up also assummed my guest was
> functional.
> 4.  Resetting a VM host is the last thing one would want to do.  All the
> guests are restarted as well.
>
> Chat Transcript
> https://dl.dropboxusercontent.com/u/2486826/RSCHAT.pdf
>
> This system was a personal guest.  I have a business account with RS where I
> have many guests.  I've also bee recommending them to customers that want to
> move our stuff off real hardware and onto cloud services like RS.
>
> I just found this even to be a bit odd.  As if they aren't really monitoring
> everything....
>
> Chris
>
>
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