task

FIX-PRB-6377

[previously]

[2016-08-15]

x] PROBLEM: cp on server(basil) is down?, login screen loads(cached?) but when you submit your login creds, you get ERROR message (see below)
x] TRY: x] contacted chat support(they are aware of and working on issue), ] submitted email ticket(2016-08-dd), Ticket ID #_______,
x] CAUSE: ??
x] SOLUTION: ] problem was resolved by arvixe support staff. estimated outage time frame 12+ hours
*] NOTES:

[currently]

]

[next]

]

EMAIL - Ticket ID # none

When I try to access the control panel for the server,it is unavailable and I get the ERROR message documented below

PROBLEM started(noticed) 2016-08-15 21:00 am PST

NOTE:

ERROR message

> FIX-PRB - server down - control panel cp.basil.arvixe.com
> MSG: WebsitePanel Error

Oops, an error occurred while processing your request.
If this issue persists, please contact your service provider.

CHAT log - 2016-08-16

Chat ID: 30275794 Initial Question: [basil.arvixe.com] admin control panel is down

9:12:25 AM Prithi N Hello, Welcome to Arvixe live chat. I apologize for the wait time. My name is Prithi.

9:13:09 AM Prithi N We do apologize for the inconvenience that may have caused you due to this . We are experiencing memory issue with basil.arvixe.com server and we are aware of it. Our server monitoring team are already working this issue to resolve the issue. They will resolve the issue as soon as possible..

9:16:56 AM Prithi N Are we still connected?

9:18:32 AM Don Sagrott Hi prithi.

9:19:19 AM Don Sagrott so you guys know there is a problem again and your guys are working on it

9:21:04 AM Prithi N Yes Don, we are already working on this issue/

9:21:15 AM Don Sagrott seems to be non stop problems with this server, can you recommend another server I could possibly move my sites to?

9:23:02 AM Prithi N I'm extremely sorry for the inconvenience caused to you.

9:23:18 AM Prithi N I will update the same to our Senior admins and they will take care of this issue.

9:25:35 AM Don Sagrott So, then you don't have any of your servers that are more stable than basil? just more apologies ..

9:27:55 AM Prithi N I can place a ticket and pass it to our Senior admin to change the server.

9:29:20 AM Don Sagrott in your HONEST opinion, are the other servers more stable?

9:29:44 AM Prithi N Yes, they are.

9:30:39 AM Prithi N However our Senior admins are working on Basil server to fix the issue permanently.

9:31:26 AM Don Sagrott OK, thanks very much. Let me check with my bosses and I will get back to you on moving to a different server.

9:31:45 AM Don Sagrott Thanks for your help today.

9:31:50 AM Prithi N Sure!

9:31:52 AM Prithi N You are welcome.

9:31:54 AM Prithi N Is there anything else I could assist you with today?

9:32:18 AM Don Sagrott No, that's all for now. Have a good day!

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Details

ID: 6377

NAME: FIX-PRB-6377

DESCRIPTION: arvixe support Ticket# - #/# - PRB: webhost SERVER DOWN - control panel down - ERROR: Oops, an error occurred while processing your request ...

START DATE TIME: 2016-08-16 08:18:14

EST DURATION: 01:00:00

END DATE TIME: 2016-08-16 09:18:14

STATUS: Completed

PRIORITY: -5

OWNER ID: 75

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