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DATA LOST - Server changed without notification


mariuscotan
27/12/2013, 00h27
Hi!

the problem is that the ticked is closed and i can't reopen it and also i can't create a new one.

buddy
26/12/2013, 18h22
I am a customer, but it's always like this ...
I let OVH staff confirm that or not ..

you should contact the technicians who changed your hard drive through the ticket

Dear Customer,

We have updated ticket 1588593 further to the intervention.

Do not reply to this email, please use the web interface:
https://www.ovh.co.uk/managerv3/serv...cketId=1588593

For your information, your client ID is: mc91549-ovh

mariuscotan
26/12/2013, 18h07
Is this an official support forum?
can you maybe try to mount the hdd on a usb connection? just to try if it is recognizeb by the OS

buddy
26/12/2013, 17h56
In fact you have to do your backup BEFORE the replacement of your hard disk.

Some servers are really small. You only can connect 1 HDD. ...
Now if you want you can buy the previous HDD and OVH will sent you ( about 100 € maybe more maybe less)
But your previous HDD can be completely broken.

You have to backup regulary your data to prevent this kind of problem ...

mariuscotan
26/12/2013, 17h43
The problem is now that i can't acces it. It needs to be mounted on my server and than i will rent another hdd to backup my data, or i will copy it to the new installed drive. Who can do this for me? Where can i order it?

There are just some days left and i will quit the contract with OVH and move to another provider, but i want to get my data back as soon as possible.

nowwhat
26/12/2013, 08h28
Well,
You do have this:
recommendations:
The damaged disc is available for
any data recovery (this service is charged, contact
technical support).
and true is, when you rent a 1 To server you'll need another one - or some space elsewhere - to backup this info.
No one is "giving" that to you. It's what we all do: getting a second one ans setting it up just for that very reason.

mariuscotan
25/12/2013, 23h59
Any ideea? I need an answer, it is urgent!

mariuscotan
24/12/2013, 21h05
@BBR: I know, but nobody post here.

BBR
24/12/2013, 20h14
http://forum.kimsufi.com/forumdispla...s-(KS)-English
il y a une section spéciale anglais ^^

mariuscotan
24/12/2013, 19h52
Thank you all for your reply.

The server isn't in the resqle mode:

Code:
Using username "root".
Linux stock.ovh.net 3.10.23-xxxx-grs-ipv6-64 #1 SMP Mon Dec 9 19:06:18 CET 2013 x86_64 GNU/Linux

server    :
ip        : 94.23.200.207
hostname  : stock.ovh.net

Last login: Mon Dec 23 16:14:18 2013 from 89.123.215.221
root@stock:~#
OVH doesn't make any backups from KS servers.
That the admin's job.
Yes, if you provide me the possibility to backup 1 Tb , than i will configure the backup myself.

We should backup everything... it's your fault .
It's not my fault when the server is defect.

These are the emails received from OVH:

1. Defect on ks3096869.kimsufi.com. server
OVH 2 rue Kellermann 59100 Roubaix
Technical support: 08.99.49.87.65 (€1.349/call + €0.337/min)
Commercial support: 08.20.69.87.65 (€0.118/min)
Fax: 03.20.20.09.58
support@ovh.com




Dear Customer,

Our monitoring system, has just detected a defect on your server ks3096869.kimsufi.com. (ks3096869.kimsufi.com). This defect was noted at 2013-12-23 00:30:49

Our technicians, who work 24 hours a day, have also received this alert. However, they may be conducting another intervention and we are unable to give you a precise time.

You will be informed at the beginning of the intervention by email.

While waiting for the intervention of our teams, you always have the possibility
of hardware reboot in the manager.

Logs:
----------------------
PING ks3096869.kimsufi.com (94.23.200.207) from 213.186.33.13 : 56(84) bytes of data.
From 213.186.33.13: Destination Host Unreachable
From 213.186.33.13: Destination Host Unreachable
From 213.186.33.13: Destination Host Unreachable
From 213.186.33.13: Destination Host Unreachable
From 213.186.33.13: Destination Host Unreachable
From 213.186.33.13: Destination Host Unreachable

--- 94.23.200.207 ping statistics ---
10 packets transmitted, 0 packets received, +6 errors, 100% packet loss
---------------------
For further information, please contact us at support@ovh.com.


OVH Customer Support

From Monday to Friday: 8am - 8pm
Saturday: 9am- 5.30pm
2. Installation of your dedicated server ks3096869.kimsufi.com
OVH 2 rue Kellermann 59100 Roubaix
Technical support: 08.99.49.87.65 (€1.349/call + €0.337/min)
Commercial support: 08.20.69.87.65 (€0.118/min)
Fax: 03.20.20.09.58
support@ovh.com



Dear customer,

Congratulations! Your server has been installed!

The IP address of your server is: 94.23.200.207
The name of the server is: ks3096869.kimsufi.com
(up to 48 hours may be necessary to ensure that the name is active)

The following administrator account has been configured on the server:
Username: root
Password: *******************

Your server has been installed under ISPconfig 3, based on Debian. This system allows you to manage the software and settings needed for web hosting and email. To start using it, visit

https://94.23.200.207:8080/ or https://ks3096869.kimsufi.com:8080/

and login with the admin account:

- Username: admin
- Password: ***************

This distribution also has webmail, which you can access at
https://ks3096869.kimsufi.com/webmail/ ou https://94.23.200.207/webmail/

and the phpMyAdmin interface, which can be accessed via
https://94.23.200.207/phpmyadmin/ or https://ks3096869.kimsufi.com/phpmyadmin/ using the following user account:

- user: root
- mot de passe: *****************

DOCUMENTATION:

You can find documentation for ISPConfig 3 (English only) under the following address: http://ispconfig.org/documentation/

We hope that your server will bring you satisfaction and we remain at your disposal for further information.

OVH Customer Support

From Monday to Friday: 8am - 8pm
Saturday: 9am- 5.30pm
3. Ticket 1588593 - OVH Monitoring
OVH.co.uk
E-Mail: customersupport@ovh.co.uk
Tel: 020 7357 6616

Dear Customer,

We have updated ticket 1588593 further to the intervention.

Do not reply to this email, please use the web interface:
https://www.ovh.co.uk/managerv3/serv...cketId=1588593

For your information, your client ID is: mc91549-ovh


Yours faithfully,

OVH LTD
3 Southwark street
London
SE1 1RQ
Tel: 020 7357 6616
Fax: 020 7378 7703
Registered company 5519821
E-mail: customersupport@ovh.co.uk

OVH - Customer support
Mon-Fri from 9am to 6pm

Join the OVH Community at forum.ovh.co.uk

Check our services status at http://status.ovh.co.uk/
Ticket contents:

Code:
Your ongoing tickets
	No. 	Domain 	Order 	Priority 	Create 	State 		
	1588593 	ks3096869.kimsufi.com 		None 	2013-12-23 00:34:07 	Closed 	[Modify]

From : OVH Monitoring For: mc91549-ovh Hide the message
Date: 2013-12-23 01:46:11


The incident detected on 2013-12-23 00:34:07 is now
resolved. We have closed the thread. However, if you want
to re-open it, please use the web interface.

From : Monitoring OVH For: mc91549-ovh Hide the message
Date: 2013-12-23 01:46:08


The intervention on ks3096869.kimsufi.com has been
completed.

This operation was closed at 2013-12-23 01:46:07

Here are the details of this operation:
Main HDD replacement
Date 2013-12-23 01:29:10, nicolas.lenne made Main HDD
replacement:
Actions:
Sata cable test KO
HDD HS (no detected)
Replacing the hard disk (9VPD14M5). Server restarted.

result:
Reinstallation of the operating system ok

Send access codes ok

Ping ok, services ok

recommendations:
The damaged disc is available for
any data recovery (this service is charged, contact
technical support).



If you need any further information regarding this
intervention, please do not hesitate to contact our
technical support.

From : OVH Monitoring For: mc91549-ovh Hide the message
Date: 2013-12-23 00:34:07


Dear Customer,

Our monitoring system has just detected a fault on your
server ks3096869.kimsufi.com.
The fault was noticed on 2013-12-23 00:30:49

Our team of technicians on site (operational 24h/7), have
been informed
about the fault and will intervene on your machine.

Please be aware that other interventions may currently be
in progress and
an intervention lasts on average 30 minutes per machine.

Therefore, we are not able to give you more detail about
the starting time
of the intervention.

You can see a general display of the machines currently in
fault and
in intervention across our network at the following
address:

http://status.ovh.co.uk/vms/

Your server is in the rack 23B05

You will receive an email as soon as a technician addresses
your
server. Meanwhile, you have the possibility to reboot it
from your manager.

Logs:
----------------------
PING ks3096869.kimsufi.com (94.23.200.207) from
213.186.33.13 : 56(84) bytes of data.
From 213.186.33.13: Destination Host Unreachable
From 213.186.33.13: Destination Host Unreachable
From 213.186.33.13: Destination Host Unreachable

--- 94.23.200.207 ping statistics ---
10 packets transmitted, 0 packets received, +6 errors, 100%
packet loss
---------------------

Now i see that the HDD is damaged and aviable for recovery, BUT , why didn't he asked me for the permission to change the HDD, and whay didn't he told me about alternative sollutions.

Thank you,
Marius Cotan

nowwhat
24/12/2013, 09h18
Just a second.

You said you received a mail with a "new" root password.
Can you tel me what the 'prompt' is on your system right now ?
If it is something like rescue:~# then your server is in rescue mode http://help.ovh.com/RescueMode

This explains why you can't "see" your data.

Your KS has ONE disk ? A Raid 1 setup ? Raid 0 ?
If you have a Raid 1 setup you light be lucky: http://guides.ovh.com/RaidSoft (== sync the two disks and you're up again)

Starouille is right: after 10 days, OVH proceeds by changing the disk.

Please note: your server was dead the day you decided NOT to backup.

starouille
24/12/2013, 02h40
We should backup everything... it's your fault .

But you can ask ovh to send you the failed disk. (cost a little more than a similar new disk cost).


Check your tickets, as said, OVH always ask you before a cold swap... but change the disk without any reply within 10days.

buddy
24/12/2013, 01h44
Hi,

Normally OVH always ask you to confirm that all your datas are backed up before changing any hard drive or any thing else.

Give here the name of your server and maybe its ip adress. The staff will check what happened.

mariuscotan
23/12/2013, 23h19
Citation Envoyé par nowwhat
Hello,

OVH doesn't make any backups from KS servers.
That the admin's job.
It might be possible that a disk died mechanically - only a specialized recovery lab could salve something. Rescue mode isn't always a last option. For a fee OVH can send you the dead disk from your server to you.
OVH changed your disk with your confirmation ?
(I don't think OVH changed the server - merely pointing your IP to a new server).

Btw: look closely here: http://forum.kimsufi.com/forum.php - are you sure you're on the right part of the forum ?
Hi,

Thank you for the reply.
Yes, OVH changed my server/HDD without any notification or a defect report, they just sent me an email with the root password for the new server, just like i have ordered a new one. This is not normal!!!!!!!!

I also own a server in germany by Hetzner ... and there i had a problem with the motherboard, but they contacted me and asked for my permission to test the hardware and to change the server... than changed the server and put the old HDDs in the new server, so i had the possibility to save my data.

The problem is that i have about 960 Gb of data by OVH and now everything is lost. I need my data back and than i will close my account and move to another provider, because such behaviour is unacceptable.

Btw: look closely here: http://forum.kimsufi.com/forum.php - are you sure you're on the right part of the forum ?
Yes, i think so. If you refere to this: http://forum.kimsufi.com/forumdispla...dware-Incident
there is just one post, so nobody post here.

Br,
Marius

nowwhat
23/12/2013, 22h26
Hello,

OVH doesn't make any backups from KS servers.
That the admin's job.
It might be possible that a disk died mechanically - only a specialized recovery lab could salve something. Rescue mode isn't always a last option. For a fee OVH can send you the dead disk from your server to you.
OVH changed your disk with your confirmation ?
(I don't think OVH changed the server - merely pointing your IP to a new server).

Btw: look closely here: http://forum.kimsufi.com/forum.php - are you sure you're on the right part of the forum ?

mariuscotan
23/12/2013, 21h25
Hi,

my server was changed without notification and without a data backup. How is this possible? Where are my files? Can you recover my data from the old server?

Ticket for server change:
https://www.ovh.co.uk/managerv3/serv...cketId=1588593

Account: MC91549-OVH