Moonfruit Lounge - Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Comments

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Joe

Joe — Tue, 25 Nov 2008 20:42:04 +0000

Hi Andrew,

Yes, that is something we would consider, though in the 8 years we've been with our service provider, they've only had 2 problems, both of which were in the last year. So we're keen to understand why it won't happen again, but we also know that they had 7 years of unblemished service, so it's not always easy to judge. The reality is that in the industry we're in there will always be technical problems. Every provider from Google downwards has service disruptions. I think what sets you apart as a company is how you deal with them, and how you respond to the customers, which I hope we do well. We always try to be open and honest about problems we have and address whatever issues we can to prevent future downtime.

I hope that helps,

Joe

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Andrew

Andrew — Tue, 25 Nov 2008 18:47:59 +0000

Thanks for that Joe

i come across quite a few internal server 500 due to being on a few other art sites/forums
but seeing this 502 bad gateway was a first for me
Seeing how many sites moonfruit actual y host would they ever come a time where you would look at changing service provider

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Joe

Joe — Tue, 25 Nov 2008 18:21:05 +0000

Hi Andrew,

No, that was our service provider having a failure of its uninterruptable power supply (the irony...). This was a corrupted image bringing down our image converstion software on our webservers. We've released a patch to stop it happening again, but given we convert millions of images each day, its not a common occurence. It's always frustrating for us too when these things happen close together, but I can assure you they are not linked. Thanks,

Joe

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Andrew

Andrew — Tue, 25 Nov 2008 17:07:27 +0000

Thanks Joe
for keeping us informed
has this latest small outage got any thing to do with what happened end of last month

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Andrew

Andrew — Tue, 25 Nov 2008 17:03:32 +0000

Just been over to the forum over at moonfruit hoping to see a few siteleaders have a moan at why their sites weren't working ( this 502 bad gateway ) and guess what nothing at all
saying that some one said about their's being offline

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Joe

Joe — Tue, 25 Nov 2008 16:57:54 +0000

Hi guys, things are all back up and running now. There was a problem with the webservers that required us to restart the entire server farm, which was unfortuneate and time consuming. The slow response time was caused by the servers reloading their cache files as they start up again. We will publish a full status report on this as soon as we have finished our analysis. Thanks,

Joe

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Gavin

Gavin — Tue, 25 Nov 2008 16:49:44 +0000

thanks for that Andrew

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Andrew

Andrew — Tue, 25 Nov 2008 16:45:29 +0000

Hi Gavin

A 502 Bad Gateway is a server fault possibly on moonfruit's side
seeing how fast they fixed the last outage expect to see an update from them on what caused this 502 error

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Rhys

Rhys — Tue, 25 Nov 2008 16:44:41 +0000

cheers gavin... i wont be best pleased if it a regular thing!

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Gavin

Gavin — Tue, 25 Nov 2008 16:43:24 +0000

has happend a few times but does not last for long and they normally will let us know on here why it happend

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Rhys

Rhys — Tue, 25 Nov 2008 16:42:43 +0000

actually i take that back.. they are loading fast now.. everything is A OK!

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Rhys

Rhys — Tue, 25 Nov 2008 16:41:41 +0000

well i getting all sites up now although a little slow... is this a regular thing with moonfruit??

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Gavin

Gavin — Tue, 25 Nov 2008 16:34:48 +0000

yeah we are getting that message on our site too. it will go in an out of working properly. Waiting to hear from moonfruit on what is happening no details from them on what is happening or an eta on when it will be fixed as yet

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Andrew

Andrew — Tue, 25 Nov 2008 16:31:29 +0000

Any one been getting a 502 Bad Gateway
as i just got this a few seconds ago both on my website which strange enough is now loading properly and moonfruit well i bet thats working too
has this got any thing to do with the outage which occured at the end of last month

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Gavin

Gavin — Tue, 25 Nov 2008 16:17:26 +0000

moonfruit are you able to tell us what is going on and an eta on when it will be fixed please.

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Rory

Rory — Tue, 25 Nov 2008 16:17:12 +0000

I was beginning to think it was just me!

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Gavin

Gavin — Tue, 25 Nov 2008 16:10:40 +0000

may have spoken to soon

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Gavin

Gavin — Tue, 25 Nov 2008 16:09:55 +0000

fingers crossed it seems it maybe back

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Rory Knighton

Rory Knighton — Tue, 25 Nov 2008 16:05:50 +0000

Hi, moonfruit and sitemakerlive are down as well as all the sub sites. Do you have an eta of when this will be corrected. much appreciated

Rory

Incident Report re: Service Outage 29th October 16:42 - 17:37 GMT - Gavin

Gavin — Tue, 25 Nov 2008 16:05:49 +0000

once again moonfruit is offline. anyone else got any issues. Moonfruit what is going on?