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Server Management Experience
| Posted by ivox, 05-28-2009, 02:14 AM | | Issue with our server management team right now. Been with them for well over 2 years - fairly pleased with the service to date. They are well regarded.
For some reason, I'm having a hard time getting an issue resolved dealing with mail delivery. I host 20+ domains and most of those domains use some type of "Contact Us" transport.
Unexpectedly, all of these stopped running sometime after May 15. On May 15 our Server Management team had updated the hostname of the box.
Opened the initial ticket today at 5:30pm and still trying to get this issue resolved. Now in hour number 7 of what I consider an outage because customers are unable to receive mail via "Contact Us" pages. SM Team is slow in response (45 minutes to an hour between replies) and is not answering specific questions about what they have done.
What am I missing here? Am I doing something wrong? This can't be a hard problem to address. I'm almost positive it is related to the hostname change made on May 15. (my educated guess I admit)
This just can't be this hard to fix.
Or is it?
Talk me off the ledge or tell me I need to push it up the ladder.
Thanks for any opinions.
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| Posted by jacobcolton, 05-28-2009, 03:32 AM | | Hi ivox,
Unfortunately, without having seen their replies and having more background knowledge - it is very difficult to comment, I would suggest you try contacting them again (maybe by phone) and seeing if you can get a clearer understanding of the situation from them.
All the best,
Jacob
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| Posted by plumsauce, 05-28-2009, 05:14 AM | | Instead of waiting for diagnostics, why not just get the name changed back? It is probably hardcoded in a bunch of places in the scripts your customers use. Not a good practice, but there you go.
The reason for the delay may simply be that they are scratching their heads trying to figure it out.
BTW, your educated guess is a good one.
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| Posted by ivox, 05-28-2009, 10:11 AM | | This is the reply I got from the tech on the request for a root cause of the issue.
Does this sound plausible? Can named.conf just get arbitrarily rebuilt on the fly like this? What kind of an update would cause this?
Any recommendation from vets on the veracity of "deleting the dns zone permanently" to prevent this type of issue in the future?
Again, appreciate any thoughts/considerations.
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