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First of all, sorry for the long downtime on our main website. Over the past few years our main database has just been getting slower and slower. It was last rebuilt in 2017 so it was well overdue for an upgrade. A few days ago the main database was so slow that we decided to take it offline, and rebuild it with a modern operating system and up-to-date software. We expected the downtime to last a few hours, but then during the upgrade everything fell apart. While Cody was down, his twin brother Brody got so sad he died too. This happens sometimes with twins because they can't live without each other, which is cute but also very tragic. So then, with both a dead Cody and a dead Brody, we had no nameservers, no main database, no website, no forum, no wiki, etc etc etc. But here at HelioHost we never give up. No matter how many servers explode, or how many evil for-profit corporations try to destroy us we will never give up. It took a few days, but our main website is back online, both of our nameservers are back online, our forum is working again, and a lot of the stuff going on behind the scenes are working again too. That said, there is still plenty of stuff that isn't working yet. The main issue seems to be that during the upgrade of the nameservers a lot of DNS zones got lost, so some websites are offline. If your domain gives a DNS error when you try to visit it in a browser let us know and we can take a look. It usually only takes a few seconds to recreate the DNS for you. We're still working on getting everything functional again, but we're making progress. Thanks for everyone's patience during this crazy rebuild.

Here is the pyinfo page for both 3.9 & 3.14 https://morty2-info.heliohost.org/pyinfo/

Domain added. it can take up to 2 hours to start working.

Last week we had an issue with Brody and Cody, our nameservers, and we have been very busy during the subsequent days rebuilding them and getting everything back online. Since the older brothers were getting so much attention, the youngest brother, Johnny, threw a tantrum and demanded all of our attention. We noticed Johnny was acting up a couple hours ago, and shut him down to take a closer look. It turns out the master boot record needed to be rebuilt and the partition data needed to be reconstructed as well. We have access to the hard drive now, and it seems like most of the data is still intact. This could indicate that the hard drive is going bad though, so we've already started making backups of everything. It's actually interesting timing because Johnny was already scheduled to be rebuilt in the next month or two anyways, so we've just accelerated that plan. While the backups are being created we will be building a new Johnny on newer hardware and a more reliable hard drive raid array. Once all of the backups are ready we will let you know, so you can download them. If you'd like to get your website back online immediately, the Morty and Tommy servers are still operating normally, or you could even move to a VPS as well. If you'd like to stay on Johnny we will get the new server finished and the backups restored as soon as possible, but there is no promised ETA and it may take a week or maybe even longer.

There is a new Johnny running on the IP which is why you see a login page and johnny certs, but it's still being rebuilt. All the backend stuff has to be configured. When it is finished, we'll likely send invites for users to create new accounts since we can't recover the old ones. Users who took the free Morty trial will eventually be moved back to Johnny too if they decide not to purchase Morty plans.

This user is actually on Tommy and has 7 domains, which is why I asked for the URL. That said, I just realized it's all of his domains, and it's because his IPs on Cloudflare are incorrect. His DNS is set to Morty's IP but the account is on Tommy because he didn't refill his Morty balance. He needs to correct the DNS in Cloudflare on his end to point to Tommy.

It's no problem at all. We just don't want to miss anyone's requests by accident! 😅

Yeah, sorry about that. Had the issue with Bad Gateway, no webmail etc but Plesk worked and FTP. Thats why i thought it might be related and hooked up on the other Thread. Makes sense to open a seperate one. Next time And yeah, suddenly it started working again. So it was maybe just a hiccup. Should have waited another 10 minutes Thanks for the compliment about the car 🥰 Actually we have 2 of them. Same build. Both in the family for 17 years now

I split your request to make a new thread since it's easier to troubleshoot different issues separately. I checked your site and it loaded for me (amazing car! 🤩). Looks like you resolved the issue yourself so I'll mark this as [Solved]. Next time, if you run into an issue on your account, unless it seems like something that could be hosting-related or server-wide (which I can see in this case why you thought it could be a Tommy server issue!), please go ahead and make a new thread so your posts don't get accidentally missed in a request created by another user. If it does turn out to be a common issue, admins can always merge threads later and tell everyone they're affected by the same issue.

Subdomains added. It can take up to 2 hours for them to start working. We do not have access to your domain registrar, you'll need to do this yourself.

Thanks, it works. Both passwords are updated properly. Regards.

Remote access enabled. host=65.19.154.90 port=5432 user=kkaviani_admin dbname=kkaviani_poems password=<set in Plesk>

Remote access enabled. host=65.19.154.90 port=5432 user=mirmil_birdz_admin dbname=mirmil_birdz password=<set in Plesk>

This support request is being escalated to our root admins.

This support request is being escalated to our root admins.

An invite has been sent to create a Morty account. Please click the link and follow the instructions to create a new account. Data that was successfully recovered from your Johnny account can be downloaded from https://heliohost.org/backup/ Note that backups may not be available yet for all accounts, and not all data may have been recoverable (especially databases). If there is something specific you need that you don't have a backup of, let us know exact details of what you're looking for and we can take a second look to see if it can be recovered. If you need domains added, please let us know your new username and the domains you need once you finish creating the Morty account so we can get them set back up for you.

Fixed missing DNS zone. Your site should work again shortly.

Johnny hasn't been rebuilt yet, an announcement will be made when it is finished. a root admin can send you an invite to morty for free until the rebuild is finished so you do not experience significant downtime.

Yes, it is.

Deleted.

The server you're on has failed, so we cannot do an automatic move for you. It would be a manual move (download backup, create new account, and set site up again) Since we are currently offering free trials of Morty accounts while Johnny is down, would you like me to send you a free Morty invite? If you choose not to pay after Johnny is restored, we'll simply move you to Johnny at that time (or if you wish, you can pay for Tommy instead of Morty at that time and we 'll move you from Morty->Tommy). If you still prefer to move to Tommy now, I'll just delete your broken account and you can sign up for Tommy normally. If your site needed Python modules, you'll need to request them again on your new server if they're not already present. You'll need to provide your own copy of any databases you had, as most backups do not contain databases (any that do will contain older versions of them). The files from your account can be downloaded from https://heliohost.org/backup/

This support request is being escalated to our root admins who can add the modules and WSGI control for you, and confirm if there's a morty2 pyinfo link set up.

Not only have you bumped your own post in this thread (which can delay responses to you since we tend to look for the oldest timestamp first), but you've also posted the same question in another thread here: https://helionet.org/index/topic/67733-when-it-rains-it-pours/#findComment-301442 Since all staff are unpaid volunteers who donate their free time outside of real-life commitments (paid job, school, family, etc.) we prefer to eliminate unnecessary duplication of time and work. For guidance on where and how to ask for help, see: https://wiki.helionet.org/FAQ#Where_do_I_ask_for_help? To understand how Community-Powered Technical Support works, visit: https://wiki.helionet.org/FAQ#How_does_community-powered_support_work? For support response timelines (SLAs and ETAs), check: https://wiki.helionet.org/ETA Asking the same question in multiple places can lead to wasted staff time and effort, resulting in slower support timescales for you and other users.

There are currently issues on the Johnny server. For more details, please see the News post here: https://helionet.org/index/topic/67733-when-it-rains-it-pours/

Don't know if you did anything, or if my messing around accidentally worked, but it's back up and running again, so the reset isn't required. Thank you anyway, and I'll bear all that in mind for the future!

DNS recreated.

This support request is being escalated to our root admins who have the DNS magic. 🙂

DNS recreated.

Your account has been reset, and you'll receive an email shortly with a link to complete the process and create a new account. If you need any data from your old account, a backup of your old account may be available at https://heliohost.org/backup/ once the process is complete. Note that if your account was reset due to malware or a Terms of Service violation, a backup of your account will not be created.

The second name server was still missing the zone. Should be fixed now. Note that between monday and now, your site was in fact available for many users, it just depended on which name server their system decided to query. If it picked ns1, it worked, if it picked ns2 it did not.

The basic process is: Request the domain be added to your account here, wait 2 hours, then change the name servers at your domain registrar to our name servers (ns1.heliohost.org and ns2.heliohost.org). Once the DNS updates propagate, you'll see the site you have hosted on Tommy instead of the site you have at your old hosting company (it can sometimes take a few hours before everyone sees the change, DNS doesn't update instantly). Note that we are not a domain registrar, so you can't handle the actual domain registration through us, only the hosting. If you are using the old hosting company for domain registration as well as hosting, you'll want to transfer the domain to a standalone registrar (we recommend Namecheap), then set the domain to use our name servers in the new registrar's control panel.

Remote access enabled. host=65.19.154.90 port=5432 user=dipeshshrestha_dipeshshrestha dbname=dipeshshrestha_lrmDatabase password=<set in Plesk>

This support request is being escalated to our root admins who can set up remote access.

DNS recreated.

We don't really rename domains, we add the new one and remove the old one. I've now added ursafe.heliohost.us to your account. Please give it up to 2 hours to start working. Because of the maintenance and repairs that are ongoing, we cannot yet remove domains. Once we can remove them, either myself or another member of staff will remove the butangfindr one from your account and update this thread to let you know.

Thank You!! Working again!

thank you.

Thank you so much to bothbof your for your great support and have a great day!

Our old nameservers broke, and we had to transfer all of the zone records to the new DNS servers. It seems like some of the zone records didn't get transferred correctly though. I flagged your post in the Staff channel, and the DNS has been recreated for you. Your website loads for me now. If you can't see it, please try clearing your browser cache. If you're a Discord user, you can keep an eye on the HelioHost #News channel for updates when maintenance is happening. If you haven't yet joined the Discord, here's the link to join if you want. For other users who may see this post: If your website is down and it says DNS_PROBE or some similar error please let us know (by making a new post in the support section at: HelioHost > Customer Service) which domain(s) of yours is having the problem, so the DNS can be recreated for you.

I had an issue trying to add the domain, probably related to the repairs/maintenance that's still ongoing. Just thought I'd reply so you know your post wasn't missed. I'll try again later to add your domain, unless another member of staff does it first. We'll update this thread again once it's been done. Sorry for the delay and thanks for your patience.

Thank you so much !?

Main Domain changed, it can take up to 2 hours to start working. You can download a backup of your account before the change at https://heliohost.org/backup

I've added that domain to your account for you. Please note that it may take up to 2 hours for the domain change to take effect, and it will not work until you set up your DNS with your domain registrar. To configure your DNS, please see the steps provided on our Wiki to either set NS records pointed at the HelioHost nameservers, or create A/AAAA records and point them to your server's IPv4/IPv6 address: https://wiki.helionet.org/Addon_Domains#Custom_Addon_Domains If after a full 2 hours it doesn't work on your side, please make sure you clear your web browser cache: https://wiki.helionet.org/Clear_Your_Cache

Main domain changed. It can take up to 2 hours to start working.

Domains added. They can take up to 2 hours to function.

DKIM, SPF, and DMARC have been set up for the domain ekm.helioho.st. We recommend sending a real email (not just the word "test" or a blank email) to https://www.mail-tester.com/ to make sure that everything is set up correctly. If you get less than a 10/10 score please post a link to the full report so we can help you fix any other issues that there may be.

An administrator can configure DKIM for you. In the meantime, you can try sending a sample email to https://www.mail-tester.com/ and see what it suggests to improve your email delivery performance.

Thank you so much. I'm not used to this whole customer service thing. I remember the old days when I would do it myself (and often get mixed up between addon domains and subdomains)

Thanks ! ☺️

No worries, thanks for clarifying. I've added that domain for you, it'll take effect in about 10 minutes. If you haven't switched to HelioHost's nameservers, you'll need to create an A/AAAA record to Johnny's IP address.