wolstech

Fixed missing DNS zone. It should be available again shortly.

Quote

Hello Support Team,

For some time now, I have been having trouble logging into my account; however, my username/email address is correct, and so is my password.

I would appreciate it if I could regain access to my account as soon as possible so that I can update my website and my account settings.

Thank you very much.

Your account is on Johnny, which crashed last week. Please see https://helionet.org/index/topic/67733-when-it-rains-it-pours/ for details.

1 hour ago, kittforhire said:

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

That's the server performing an Apache restart. It happens approximately every 2 hours and lasts for a few minutes typically (the exact length of time depends on server load). The error is normal while the restart is in progress though.

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.

DNS issue is fixed, now just needs to provide a real email to get rid of the suspension page.

The server your account is on (Johnny) crashed last week. Please see https://helionet.org/index/topic/67733-when-it-rains-it-pours/ for details. A backup of your files can be had from https://heliohost.org/backup/ 

We are also offering free Morty trials for users affected by the Johnny crash. If you want, you can be sent a Morty invite at no cost to get your site back online, and we'll move you to Johnny once Johnny is working again. If you're interested, please let us know.

Yes the issue is DNS related, but as MoneyBroz said above, the terms of service violation has to be addressed first. From our terms of service: 

Quote

• You will not register or maintain an account using a disposable email address.

Please provide us with a valid, non-disposable email address and we can update your account, unsuspend it, and fix the DNS issue. If you are seen using a disposable email address a third time after we fix it again, your account may be subject to a ban.

Password protection does require an Apache restart to turn on or off. The error is because turning it off deletes the password file, but until Apache restarts it’s still looking for the file that Plesk deleted.

Just waiting 2 hours after turning it off should clear the error. You may need to clear your cache after Apache restarts.

Also, when you turn it on, it can take up to 2 hours before it requires a password.

High server load. 10022.40 CPU

Looks like it was caused by a combination of backups being made and excessive scheduled task usage.

Please fix the issue quickly, including disabling any scheduled backups or scheduled tasks so they stop using CPU.

If this happens again, you’re going to have to move back to Morty.

Also, we intentionally don’t send notifications when users are suspended for anything other than inactivity. It is normal for you to not receive any communications about your suspension prior to contacting support.

Unsuspended. It can take up to two hours for your domains to function.

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.

It failed. Escalating to Krydos.

Your account is now moving to Tommy. When it finishes, be sure to update the DNS records for your domains since you are using Cloudflare.

You don't need to pay the negative balance to move back to Tommy (though if you ever want to move to Morty again that negative balance will be subtracted from the Morty purchase).

Do you want me to just move you to Tommy now?

Fixed missing DNS zone. It should be available shortly.

Your domain cannot be added because the associated account has been refunded.

https://helionet.org/index/topic/67845-hh382360-refund-request/

Fixed missing DNS zone. It should be available everywhere shortly.

An invite has been sent to you to create a Morty account.

The most recent complete backup we have for your account is dated 2023-08-17, when your account was archived for inactivity. You can download that backup here: https://heliohost.org/backup/ Your account wasn't even in use between 2023-08-17 and 2026-02-06 when you unarchived it. You'll be missing about 3 months of data in the backup (the data added between 2026-02-06 and the crash).

If something is missing, please let us know the database and table names, and Krydos can take a deeper look. I'm not sure whether anything can be (or has been) recovered based these searches though.

As a reminder, the creation and storage of backups are the users responsibility. While backups are sometimes created in the ordinary course of operation to provide various features such as account archiving, HelioHost does not routinely back up user accounts, and expressly disclaims liability for data loss and associated consequential damages in our Terms of Service (https://wiki.helionet.org/Terms, third bullet from the bottom, as well as the "Service Disclaimer" section) for reasons such as this, and makes no guarantees as to the service's proper operation or availability.

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.

Krydos can take a look, but the fact your account only existed for about 3 weeks reduces the odds of being able to recover any databases. The ones we have recovered primarily came from older backups or account archives that existed before the crash (such backups are system-created when an account is archived from inactivity, and are often created by an admin when an account is reset).

What was the name of the database? Also, do you know the name of any of the tables in that database?

Deleted.

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.

This is a Krydos question...

Flask should be standard, but the others need to be installed. Escalating to Krydos.