Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 | 3 | 4
11 posts

Geek


  Reply # 537478 25-Oct-2011 22:34
Send private message

I had read another post on here dated the 14th of Sept that said:

Let me assure you this is nothing to do with the RWC, Iserve are KNOWN for thier crappy service. I have pulled 30 clients from them in the last 90 days, due to completely horrible communication, gross incompetence, and poor customer service. Orcon bought them and they have never got the situation under control. Worst acquisition ever!

-----------------------------

iServe have not been at fault throughout this whole acquisition process - they were made to do things the Orcon way - After the sale everything became Orcon - iSERVE was a brilliant company

677 posts

Ultimate Geek
+1 received by user: 27

Trusted

  Reply # 537493 25-Oct-2011 22:57
Send private message

adw:
Kurious1: They did have an office in the Avalon Tower yes - they bought iServe in 2009 and everything from that point on became Orcon - they closed down the Avalon office in July this year so it makes me very sad to read all of the stuff on here rubbishing iSERVE and it's service when it wasn't iSERVE's fault at all - before the closure they were running on a very sketetal crew with very little back up and support from Auckland and that whole time knowing they were all losing their jobs


Hi, so you're saying the datacentre in Wellington has definitely closed down? 


The DC in Wellington is still in operation.






meat popsicle

 
 
 
 


Try Wrike: fast, easy, and efficient project collaboration software

adw



161 posts

Master Geek
+1 received by user: 24


  Reply # 537497 25-Oct-2011 23:02
Send private message

ptinson:
adw:
Kurious1: They did have an office in the Avalon Tower yes - they bought iServe in 2009 and everything from that point on became Orcon - they closed down the Avalon office in July this year so it makes me very sad to read all of the stuff on here rubbishing iSERVE and it's service when it wasn't iSERVE's fault at all - before the closure they were running on a very sketetal crew with very little back up and support from Auckland and that whole time knowing they were all losing their jobs


Hi, so you're saying the datacentre in Wellington has definitely closed down? 


The DC in Wellington is still in operation.




Well that's nice to hear.  Great to get a response from Orcon, it would be super if perhaps we can get a response to our tickets.  Perhaps you could say what is going on with the slow loading times (going on for almost a year) and also what is happening with the session problem that has been occurring since Monday yet no-one has bothered to come back to your customers.  Can you also say when outstanding calls are going to start to be answered please?  And why do we get service posting here, yet none as your customer?  Thank you.

677 posts

Ultimate Geek
+1 received by user: 27

Trusted

  Reply # 537500 25-Oct-2011 23:16
Send private message

I am not in operations so I don't know why you haven't got an answer for the session issue or ticket turn around times sorry.
I know that the guys are working on the 'sometimes slow sites' but any further than that detail I don't have.

Getting a response here from me is not the same as someone that runs the servers answering your question I am sorry, I do this to help where I can and hope that people find it useful.

Me jumping into fixing/diagnosing issues you have may actually slow things down as I don't have the background on the issues I can however ask and see what is going on.
Where I have direct knowledge such as above I can share that with no issue, I don't think it is prudent for me to try and second guess when you will get answers you are happy with though.




meat popsicle

adw



161 posts

Master Geek
+1 received by user: 24


  Reply # 537502 25-Oct-2011 23:19
Send private message

ptinson: I am not in operations so I don't know why you haven't got an answer for the session issue or ticket turn around times sorry.
I know that the guys are working on the 'sometimes slow sites' but any further than that detail I don't have.

Getting a response here from me is not the same as someone that runs the servers answering your question I am sorry, I do this to help where I can and hope that people find it useful.

Me jumping into fixing/diagnosing issues you have may actually slow things down as I don't have the background on the issues I can however ask and see what is going on.
Where I have direct knowledge such as above I can share that with no issue, I don't think it is prudent for me to try and second guess when you will get answers you are happy with though.


Thanks for helping out where you can - any answer is better than being ignored.

677 posts

Ultimate Geek
+1 received by user: 27

Trusted

  Reply # 537506 25-Oct-2011 23:30
Send private message

Its never our intention to ignore a customer, I can assure you that the people doing the heavy lifting are working very hard, and are quite capable/competent at what they do.

From experience I know that hunting intermittent performance problems can be a real headache, and making incremental changes is certainly more prudent than wholesale change where you have many things in flux at any point in time. I am sure you understand this well.




meat popsicle

2243 posts

Uber Geek
+1 received by user: 353

Trusted
Subscriber

  Reply # 537508 25-Oct-2011 23:36
Send private message

Without being able to see bandwidth utilization, firewall connection counts, server connection counts, CPU, Memory, HDD IO wait times etc its nearly impossible to guess at what the cause may be.

About a year ago I had the same problem and after bashing my head against a wall for what seemed like days it turned out to be a faulty hard disk which had not yet quite failed but was causing disk read errors.

The best thing anyone can do is record what time they are having issues in the hope the iServe/Orcon engineers can match the time up with all the various monitoring they would surly have on the servers.

677 posts

Ultimate Geek
+1 received by user: 27

Trusted

  Reply # 537510 25-Oct-2011 23:43
Send private message

insane: Without being able to see bandwidth utilization, firewall connection counts, server connection counts, CPU, Memory, HDD IO wait times etc its nearly impossible to guess at what the cause may be.

About a year ago I had the same problem and after bashing my head against a wall for what seemed like days it turned out to be a faulty hard disk which had not yet quite failed but was causing disk read errors.

The best thing anyone can do is record what time they are having issues in the hope the iServe/Orcon engineers can match the time up with all the various monitoring they would surly have on the servers.


My understanding is all the usual suspects have been excluded, so we are down to hunting for the unlikely.
But again, I am a sounding board and not doing the actual fault finding on this one.






meat popsicle

adw



161 posts

Master Geek
+1 received by user: 24


  Reply # 537572 26-Oct-2011 09:34
Send private message

insane: Without being able to see bandwidth utilization, firewall connection counts, server connection counts, CPU, Memory, HDD IO wait times etc its nearly impossible to guess at what the cause may be.

About a year ago I had the same problem and after bashing my head against a wall for what seemed like days it turned out to be a faulty hard disk which had not yet quite failed but was causing disk read errors.

The best thing anyone can do is record what time they are having issues in the hope the iServe/Orcon engineers can match the time up with all the various monitoring they would surly have on the servers.


This isn't just happening with one user nor in one location - it's happening from Christchurch to Auckland.  Orcon premium technical support have actually had me on the line trying to get onto one of the sites and can't 'see' me, yet when I tried to get to one of the non-problem sites I 'popped up' immediately - you'd think that would narrow it down a bit.  I've sent wire shark reports, etc.  We're happy to help in any way we can but what we're not happy about is lack of updates and lack of contact or when a new problem arises like the session problem there's no communication at all (it's now Wednesday, that was reported Monday to what used to be Gold Support) - that's just not professional.  I think that unfortunately Orcon has such a churn of staff at the moment that everyone goes back to stage one and the ones that have been there for more than 5 minutes are severely overloaded.

adw



161 posts

Master Geek
+1 received by user: 24


  Reply # 537574 26-Oct-2011 09:39
Send private message

ptinson: Its never our intention to ignore a customer, I can assure you that the people doing the heavy lifting are working very hard, and are quite capable/competent at what they do.

From experience I know that hunting intermittent performance problems can be a real headache, and making incremental changes is certainly more prudent than wholesale change where you have many things in flux at any point in time. I am sure you understand this well.


Yes I do, that's why we're happy to send wireshark reports and do tests, etc.  But that doesn't excuse emails being ignored.  CRM/Helpdesk software is a mature tool now but it's obviously not being used.  And this doesn't explain the session problem reported to Gold Support Monday, we're still waiting for an acknowledgement of that and it's now Wednesday.  Ignoring the client doesn't make the problem go away - it usually just makes the client go away.

1347 posts

Uber Geek
+1 received by user: 121


  Reply # 537577 26-Oct-2011 09:41
Send private message

adw: a new problem arises like the session problem there's no communication at all (it's now Wednesday, that was reported Monday to what used to be Gold Support)


I haven't encountered the session problem this week, although I had a session problem a few months ago.

Could you please outline what the problem is an on which hosting platform it is (PHP 4, PHP 5, ASP, etc) so I can see if it has affected my websites.  Thanks!

adw



161 posts

Master Geek
+1 received by user: 24


  Reply # 537585 26-Oct-2011 09:54
Send private message

MurrayM:
adw: a new problem arises like the session problem there's no communication at all (it's now Wednesday, that was reported Monday to what used to be Gold Support)


I haven't encountered the session problem this week, although I had a session problem a few months ago.

Could you please outline what the problem is an on which hosting platform it is (PHP 4, PHP 5, ASP, etc) so I can see if it has affected my websites.  Thanks!


Hi, we're seeing it on PHP 5 sites (not 4), the server tries to store the session in the individual site in a folder called tmp, so you get a PHP error saying session start failed and the directory doesn't exist.  We've put work arounds in place to temporarily accommodate where the server wants to store its sessions.  Cheers.

1347 posts

Uber Geek
+1 received by user: 121


  Reply # 537592 26-Oct-2011 10:01
Send private message

adw: Hi, we're seeing it on PHP 5 sites (not 4), the server tries to store the session in the individual site in a folder called tmp, so you get a PHP error saying session start failed and the directory doesn't exist.  We've put work arounds in place to temporarily accommodate where the server wants to store its sessions.  Cheers.


Thanks for that.

I probably haven't seen the problem because most of my sites that use sessions tell PHP to put the session data in a tmp folder within the website, and also to extend the life of the sessions.  I had to do this because my clients used to complain that the sessions weren't lasting long enough.

677 posts

Ultimate Geek
+1 received by user: 27

Trusted

  Reply # 537665 26-Oct-2011 11:50
Send private message

adw:
MurrayM:
adw: a new problem arises like the session problem there's no communication at all (it's now Wednesday, that was reported Monday to what used to be Gold Support)


I haven't encountered the session problem this week, although I had a session problem a few months ago.

Could you please outline what the problem is an on which hosting platform it is (PHP 4, PHP 5, ASP, etc) so I can see if it has affected my websites.  Thanks!


Hi, we're seeing it on PHP 5 sites (not 4), the server tries to store the session in the individual site in a folder called tmp, so you get a PHP error saying session start failed and the directory doesn't exist.  We've put work arounds in place to temporarily accommodate where the server wants to store its sessions.  Cheers.


I never rely on the server to store my php sessions (regardless of hosting company).
The reasons I do this are:
  • Security - If I store it where i want i can be sure no other site on the same shared host has access to my session files
  • Resilience - Many web hosts load balance across any number of physical hosts, and they may not have a shared piece of disk for session data, and i wouldn't use the shared disk anyway because of security. Load balancing may not always be persistent.
  • Portability - I don't want to be stuck any where having to recode my site just because i change from one shared host to another, If i control where my data is then it makes this easier and i know where to find everything.
  • Flexibility - I can control my session data the way i want to.
This is just how I operate and not what I am telling you to do, or explaining why you are having issues.

Paul




meat popsicle

1347 posts

Uber Geek
+1 received by user: 121


  Reply # 537699 26-Oct-2011 13:13
Send private message

I think the session problem may now be fixed.

Can someone else test it and confirm?

1 | 2 | 3 | 4
View this topic in a long page with up to 500 replies per page Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Amazon launches the International Shopping Experience in the Amazon Shopping App
Posted 19-Apr-2018 08:38


Spark New Zealand and TVNZ to bring coverage of Rugby World Cup 2019
Posted 16-Apr-2018 06:55


How Google can seize Microsoft Office crown
Posted 14-Apr-2018 11:08


How back office transformation drives IRD efficiency
Posted 12-Apr-2018 21:15


iPod laws in a smartphone world: will we ever get copyright right?
Posted 12-Apr-2018 21:13


Lightbox service using big data and analytics to learn more about customers
Posted 9-Apr-2018 12:11


111 mobile caller location extended to iOS
Posted 6-Apr-2018 13:50


Huawei announces the HUAWEI P20 series
Posted 29-Mar-2018 11:41


Symantec Internet Security Threat Report shows increased endpoint technology risks
Posted 26-Mar-2018 18:29


Spark switches on long-range IoT network across New Zealand
Posted 26-Mar-2018 18:22


Stuff Pix enters streaming video market
Posted 21-Mar-2018 09:18


Windows no longer Microsoft’s main focus
Posted 13-Mar-2018 07:47


Why phone makers are obsessed with cameras
Posted 11-Mar-2018 12:25


New Zealand Adopts International Open Data Charter
Posted 3-Mar-2018 12:48


Shipments tumble as NZ phone upgrades slow
Posted 2-Mar-2018 11:48



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.