Brian

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Brian last won the day on April 23 2018

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About Brian

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    Operations Manager

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    http://www.hawkhost.com

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    Buffalo NY

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  1. Brian

    Kayako users

    I have a few potential ways to fix this but it depends on how you're opening tickets and then replying to those tickets / communicating with our team. If you could please open a ticket from your primary email address through https://my.hawkhost.com/submitticket.php and reference this forum thread / ask for it to be assigned to my (Brian F.) ticket queue I can gather some more details from you and we'll figure something out
  2. One thing to keep in mind is Linux will "allocate" memory and put it in cache to be used for programs/processes, so your control panel in the client area would show this memory as "used" when in reality it's only allocated but not actually in use by an active process. This helps performance quite a bit, however if you ever wanted to get an idea of your real/actual memory usage you'd be best to SSH into the server and use either the top -c or free -m command to get that output.
  3. This primarily depends on your sites traffic and resource requirements that you're hosting but without getting into specifics of your account the cloud servers will give you the potential for higher performance than being on cloud shared hosting. The main reason behind that is with full root access (and therefore the ability to modify the system however you choose) you can optimize the server specific to your sites / applications. That includes MySQL / webserver optimizations, installing custom software such as nginx for caching, or any other suggestions your developer/software maintainers may suggest. Cloud servers can also scale as needed so you can upgrade with the click of a button and double/triple your resources. This all depends on the resources your sites are currently using. The cloud web hosting plans come with 1 CPU, 1GB RAM, 5Mb/s disk IO, and 7 PHP processes. If your current usage at peak times is below that then you would not see a performance difference switching platforms. If you need more resources then your site would likely slow down once you start hitting any of those limits. If you want I can take a look at your usage and give a more detailed answer based on your specific services. If you'd like that please submit a ticket through https://my.hawkhost.com/submitticket.php while referencing this thread and ask for the ticket to be added to my (Brian F.) queue. I'll login to your server and we'll see if it's possible to safely move you onto our cloud web hosting platform.
  4. Glad to hear the migration went off without any major issues! The new cloud environment you're in is a huge upgrade compared to the baremetal setup from before. As for your concerns: That one I do not have an answer for. Would you mind submitting a ticket while referencing this thread and ask for it to be escalated and assign to Brian (me)? I'll work with our guys from there to get an answer / more details from your side. This is completely normal and to be expected. In fact this is a good sign! In your SSH client I assume you use either your domain name or the server name dalXXX.hawkhost.com (old server) as the hostname to connect. Since both your domain and the old servers hostname are pointed to the new server IP it means you're connecting to a new machine entirely, but locally (on your computer / in your SSH client) it has the fingerprint for the old server. It prompted you when connecting because it detected this change and was warning you "Hey, someone may be trying to impersonate the server you're connecting to, are you sure this is safe?". This is known as a man-in-the-middle attack. You won't be prompted again now since you've accepted the new machines fingerprint. Completely fair point. Long and short of it this is due to how the migrations work, primarily because not every client in a shared server is on the same IP, so we're not able to send your shared IP in that template so we have to be generic. Not ideal, I completely get that, but it's the most efficient way to communicate with every client regardless of their individual setup (shared IP, dedicated IP, etc.).
  5. This is part of our account verification and is likely happening because you're not authorized so our team is following proper escalation procedure when we receive requests from unauthorized contacts. If you PM me the ticket ID I'll take care of it directly.
  6. I'm assuming this is a .uk / .co.uk domain, in which case our IPS tag would be: NETEARTHONE If you run into any other issues I'd suggest opening a ticket through https://my.hawkhost.com/submitticket.php so we can discuss some details that we may not want to disclose publicly. Cheers!
  7. Per ticket ID PGI-840-86144 with our helpdesk this was likely due to our NYC maintenance. If you're still facing issues please follow up through our helpdesk and our team will be happy to get you sorted out. Thank you!
  8. Unfortunately this is not possible given the nature of this maintenance -- the network will be hard down so any requests to our NYC IPs won't be served. As a result the errors/messages shown when trying to reach the IPs will be out of our control (you'll get a timeout on ping, "can't reach this site" in browser, etc.). I agree it would be helpful but sadly it just isn't practical to setup in this case. As for notifications we will be relying on our status page at http://hawkhoststatus.com/ for that throughout the maintenance window.
  9. This issue has been resolved per a previous reply to your ticket and we've also updated explaining how to bypass the Cloudflare issues you've experienced.
  10. Welcome to the forums! I believe you have an existing ticket open regarding this issue and I do apologize that ticket was not updated sooner. It looks like the staff member the ticket was assigned to is actually on leave for a bit, we didn't notice the ticket was overlooked, and as a result the ticket sat without a reply. That's my mistake With that said unfortunately I don't know what's causing this particular problem with your Node.js application so I don't have an answer for you here right now. Maybe someone in the community can assist otherwise I've made sure your existing (and already escalated) ticket is re-assigned so hopefully we can debug this through there.
  11. You're right about that and we're actively working on improving that portion of our site / signup process
  12. The nyc008.hawkhost.com system is a cloud hosting server. All of our shared, cloud hosting, reseller, and semi-dedicated servers in New York City are on our cloud infrastructure.
  13. Hi there! I see ticket ID EOA-973-63985 has been escalated to our senior tech queue as this is not a common request and will require review / approval. Our team should update you today through your ticket whether or not we're able to complete this for you. Thank you for your patience!
  14. https://www.cloudflare.com/plans/ has a good breakdown of features by plan. Inside your Cloudflare account it also shows which features are only available on paid plans. There is no reason to upgrade to a paid plan unless you need one of the missing features, performance / caching / protection are all going to be the same otherwise.
  15. This sounds like your local network IP may be blocked by our firewall. Alternatively if the site in question was just recently moved to our servers it may be due to your local cache resolving to the old IP. If you submit a ticket through https://my.hawkhost.com/submitticket.php our helpdesk team should be able to pin down the cause and get this working for you :)