[HH#417112] Request for Account and Website Recovery

[HelioHost]

Username: gev0516, Server: Johnny, Main domain: gev0516.helioho.st

Hello,
I am contacting you because I recently discovered that my HelioHost account was closed without my knowledge, and as a result I lost the entire website I had created and hosted on your platform.
I would like to understand:
why my account was closed;
whether any warnings or notifications were sent before the closure;
and whether it is still possible to recover my account, website files, or any existing backups.
That project was very important to me, and losing everything without realizing the account had been closed has been extremely frustrating. I would kindly ask you to check the situation and let me know if there is any possible way to recover the data.
I look forward to your response.
Best regards,
Gianmario Izzo

[wolstech]

The account wasn't "closed" intentionally, bur rather it was lost in a server crash. We had no idea Johnny was going to crash until he just stopped working. There were two News posts made regarding this: https://helionet.org/index/topic/67733-when-it-rains-it-pours/ (when Johnny crashed) and https://helionet.org/index/topic/67995-johnny-upgrade/ (when it was finished being rebuilt).

Backups can be accessed here if available: https://heliohost.org/backup/ It looks like you already downloaded yours. A more recent copy of the files from your account's home folder might be available if you need them (if needed, please let us know so we can check), but databases were not recoverable from the crashed server. 

 

 

As a reminder, the creation and storage of backups are the user's 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.

[HelioHost]

Hello,

Thank you for the clarification and for the information regarding the server crash.

I already downloaded the backup available on the backup page, but unfortunately it is quite outdated compared to the latest version of my website.

You mentioned that a more recent copy of the files from my account?s home folder might still be available. I would really appreciate it if you could check whether there is a newer backup or any more recent files that can be recovered from my account.

Even a partial recovery of the latest files would be extremely helpful.

Thank you again for your support and for taking the time to check.

Best regards,
Gianmario Izzo
________________________________

[wolstech]

I've asked about the possibility of a newer backup in a staff channel for you. I'm not sure how quickly I'll get a response though as it is a federal holiday here in the USA today. I'll update this when I receive a response about the newer backup.

[Krydos]

Request a new download link from https://heliohost.org/backup/ I just put your backup from May 8th when the server was powered off in there.