| Posted by sytker, 07-04-2007, 07:08 AM | |
Hello,
I´ve noted that www.avidinteractive.com is offline here (domain problems??)
Can you give me a feedback?
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| Posted by tracphil, 07-04-2007, 08:37 AM | |
It looks like their domain expired yesterday.
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| Posted by sytker, 07-04-2007, 10:17 AM | |
Very strange as avidinteractive.com is their main website.
I´m trying to contact them now, the problem is their support ticket system rely on avidinteractive.com on www.intellodesk.com
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| Posted by ANMMark, 07-04-2007, 10:50 AM | |
Hello,
We are working out problem with this, and trying to get it sorted ASAP.
The issue is that as you've seen, the domain expired. The problem however is that we didn't get notification or any reminder whatsoever, before it occurred, and since we rarely keep cash in PayPal, we're left scrambling trying to get funds back into PayPal.
Keep in mind that the licensing depends on the AI cluster, as it is a redundant setup. However, it does rely on the domain itself resolving. This means that as long as the domain resolves, it won't matter if the server is down, because it will essentially "rotate" to another licensing server.
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| Posted by Vimhost, 07-04-2007, 10:56 AM | |
my license didn't rotate to your cluster server to check.
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| Posted by ANMMark, 07-04-2007, 11:20 AM | |
This is because the domain was expired. If the domain cannot resolve to the appropriate DNS, it will not guide it's way through the cluster.
As I said before, the cluster is only effective when the DNS is resolving properly.
In any case, the domain has been renewed, and should be back online shortly, as DNS propagates.
We apologize for the inconvenience, and assure you that we would have never let this happen intentionally. We merely did not get notice, or reminder of the expiration, and I was off today.
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| Posted by sytker, 07-04-2007, 01:30 PM | |
So, If your DNS drops, all the helpdesks intellodesk will drop too??
If yes, do you have a dns cluster ?
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| Posted by nitrohosting, 07-04-2007, 02:03 PM | |
Good job getting it back online Mark.
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| Posted by layer0, 07-04-2007, 02:26 PM | |
It appears that they do not.
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| Posted by Eased, 07-04-2007, 02:41 PM | |
Dangerous move. I wouldn't let something like that happen again, someone will snatch the domain from you really quick.
My rule of thumb is the renew at least a month before expiry so that you don't forget. Now I just put them all on auto-renew.
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| Posted by OpenInternet-Vince, 07-04-2007, 02:42 PM | |
while on the same topic, when is v2 going to be go live on your website ?
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| Posted by OpenInternet-Vince, 07-04-2007, 02:44 PM | |
don't think you can snatch a domain after it's gone expire after 1 day
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| Posted by layer0, 07-04-2007, 02:49 PM | |
Correct, it will likely take approx. 90 days for that to happen.
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| Posted by Coolraul, 07-04-2007, 07:04 PM | |
I am confused. What does a DNS cluster have to do with the name expiring? You could have 20 machines servicing a domain if the domain expires none of the machines would be queried from the root servers.
Any *.domainname would appear as down.
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| Posted by Vimhost, 07-04-2007, 09:34 PM | |
I think he meant the clustering is depended on the avidinteractive.com domain, the cluster of the licensing server.
so basically this "clustering" was usless in this situation or whenever somebody decides to ddos avidinteractie.com
and also on the same note, I thought they had the local key working to go around something like that, cause I remember they have a similar problem couple months ago and everybody's desk went dead and they said they have fixed the local key issue
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| Posted by layer0, 07-04-2007, 10:19 PM | |
I'm not speaking in regards to this event - but the poster who I quoted expressed concern in regards to whether if a DNS server was down, would their licensing also be offline...and it turns that this could certainly happen...
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| Posted by bear, 07-04-2007, 11:02 PM | |
Lots quicker if it's backordered by more than one user. Had one that I'd wanted recently, and it hit auction in 30 days.
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| Posted by CrazyTech, 07-04-2007, 11:23 PM | |
I'm a little concerned about this whole licensing process. I have tremendous respect for Mark and I've liked Intellodesk, but this is now the second time the desk has been down for an extended period of time due to the licensing.
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| Posted by Alex, 07-05-2007, 01:29 AM | |
Theoretically, the system uses a key.php file which keeps the active license key so that, in the event of a server failure, all the individual helpdesks stay on line (the software just reads the license info off key.php). However, this didn't always work correctly when I had my own copy of IntelloDesk, and I guess it hasn't changed yet. Maybe v2 will bring about some improvements.
Alex
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| Posted by nitrohosting, 07-05-2007, 05:10 AM | |
Hrmm, still down
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| Posted by ANMMark, 07-05-2007, 09:05 AM | |
I'd like to answer a few of the questions outlined here.
1. The local key does work. However, it requires that it be kept up to date. Keep in mind that this task isn't as hard as it actually sounds. You merely need to make sure that your includes/key.php folder and file has writable permissions, and then login to your IntelloDesk admin panel. That simple action will update your local key. We did it this way, because it made it easier to update.
In fact, anyone who is still experiencing an issue with their local key, should first try the above. If it does not work for you, submit a ticket to our support and we'll issue you a new one to upload.
2. IntelloDesk v2 does implement a new licensing schema to assist in eliminating this issue completely.
3. The most we can say in regards to the release of v2 is that it is nearing the end of a long and detail oriented development process. With v2, IntelloDesk was rebuilt from scratch, with many of the requested features from clients.
4. The last time the licensing server was unreachable, we rectified the issue. However, these fixes do rely on our licensing DNS resolving. Since the domain expired, it eliminated DNS completely, causing every licensing server to become unreachable. We also have measures in place as well for DDoS attacks.
5. While we take full responsibility for the domain expiring, you must understand that under the typical day to day semi-chaos we have as a growing business, coupled with the fact that the only notification we received was that the domain had already expired, it was truly an unexpected oversight, which we now have even more measure in place to avoid in the future.
Again, we apologize for the inconvenience, and hope that you see fit to give avidInteractive another chance.
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