Please, can someone reply to this issue. I have also forwarded this in an email reply to Ultima Support.

This is the third time my account has been suspended in as many days.

Why do I keep receiving a 100% usage warning email, followed by a 90% usage warning? And why is my account is telling me I have used 2,500+ MB, when in fact I have used 34 MB, with a database at around 8 MB? This out of 1,000 MB capacity.

My database has been cleaned up regularly and is not logging or tracing any activity. There was minimal work done on the account last night and yet my usage overnight apparently shot up to 2,500 MB. This is the second time this has occured - though it was 3,500 MB last time.

Please, can you provide an explanation of why this is happening, and advise how to avoid in the future? As an ecommerce site I cannot afford for these regular site suspensions without notice, or for what appears to be for no valid reason. We have made every effort to avoid this problem.

I have requested this assistance in previous emails, however have received no replies except one email to advise the site is unsuspended. I am certainly not one to complain, however when a site is in the final, busy stages of development and due to go live, and I am receiving minimal support - in fact being hindered by unnecessary site suspensions, I feel I deserve an explanation.

 I hope you can help. Thank you.

Hello Paul,

We have replied to all your emails but it looks like they are not getting through to your Yahoo account. Please provide support with an alternative email address. Your database usage was over 2000MB as I had checked this personally so it looks like overnight your site went from using 20% to over 200% of its resources. As I don't know how you have you site setup I can't say why this happened. If you have any questions please submit them to support@ultimahosts.eu

Cheers,

Mark 

 

 

 

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System Administrator

Please also see this link for more details regarding space monitoring:

http://forums.ultimahosts.net/forums/thread/1060.aspx 

Cheers,

Mark 

 

 

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System Administrator

 Thank you for your reply.

I have received emails from support@ultimahosts.eu - the emails are coming through, however I have not received a reply to my queries, only warning emails, ticket confirmation, and a reactivation email.

I accept that usage was very high in the first instance, however we cleared the database and removed all logging, tracing, and any function gathering memory. There was then no work done on the site. Usage shot up to 2,000 MB. It is impossible that we have accrued this much as no work was done; no memory used. We cannot have accrued 2,000 MB whilst no doing any work on the site.

If you check your logs you will see we have not cleared the database since today's suspension (we cannot, access is locked) and yet usage has now dropped from 2,000 MB to 34 MB. So without using or working on the site and actally being locked out, usage has gone from around 30 MB up to 2,000 MB, back down to 34 MB. These changes have all happened without us accessing or working on the site. If my actual usage is 34 MB and not 2,000 MB, why am I still suspended?

Further, I received the 100% usage email BEFORE the 90% usage email. This provides zero warning and gives no opportunity to resolve - even despite that fact we cannot have used 2000 MB. And with the site suspended we cannot access to resolve the situation, leaving us stranded. How exactly have we accrued 100 MB in zero time? Again, without even accessing the account?

Now you have pointed me to a link that states I must purchase additional memory following the third suspension.

I am a new customer with Ultimahosts and am finding this incredibly frustrating. My web developer hosts a virtually identical site with you and is not experiencing these usage issues - his site is structured exactly the same as mine, yet he is not having problems.

Please, can I ask that this is given urgent attention, and that the points above are addressed.

Paul

I'm not saying you don't have a valid complaint, but I'll throw in my 2 cents here....

All of the following count towards your space usage and bandwidth.  Did you overlook anything?:

Storage
1.  Emails stored on the server
2.  Database files (data and log files)
3.  Web files (even those not associated with your web site or in the web site directory)
4.  Web log files
5.  Any other files under the root of your File Manager

Bandwidth
1.  Emails sent thru or received from Ultima's POP3, IMAP and SMTP servers.
2.  FTP traffic to upload or download files to your account
3.  Web traffic
4.  Remote Desktop traffic, in case you have a VPS or Dedicated Server

As far as receiving the 100% before the 90%...how soon before?  It could be that the emails were sent at the same time.

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William Eaton, MCSE
iTech Computer Solutions, LLC
www.itechcs.com

Can you supply an alternative email as you aren't receiving our ticket replies and we are receiving deliver failures for these replies?

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System Administrator

I'm having a similar issue.  By all accounts on the DNP control panel I don't see anything that adds up to my overage of 700MB.  In addition, I've cleared several hundred MB now and the change isn't reflected (yes, I've hit the "recalculate" button).  Something doesn't add up - I basically have a Community Server install, all of my email accounts have a 20MB limit, my databases are under 200 MB, log files 4MB..... I'm not seeing anything that is 1.7GB.

I'm glad to know someone else has this problem.  I'm getting similar emails back saying this is "my problem".  I've done my best to resolve it on my end, but me and my calculator just don't get to 1.7GB.  Something else is going on and I'm not getting the assistance I need to resolve it.

Ultima has set my account active while this issue is being resolved (I hope it's being resolved - I still haven't gotten confirmation of this) but now my email apparently does not and has not worked in about 24 hours.  Are you seeing a similar issue?

If you'd be interested, I could login to your Control Panel and poke around to see what I can find that might be causing the extra space issue.  PM me if you're interested.  I promise I won't mess with anything on your site!

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William Eaton, MCSE
iTech Computer Solutions, LLC
www.itechcs.com

Appreciate it, but I've done quite a bit of poking around.  It's pretty cut and dry when deleting over 200 meg of stuff doesn't make the disk space meter budge at all that there is a problem on Ultima's side, not mine. 

The only thing I'm frustrated with is the last communication I had with ultima about 12 hours ago was that this issue was my problem and not theirs and I haven't heard back since, even though I've sent a number of emails with details about why this isn't my problem.  The lack of communication is my only hangup - if I knew someone was working on the problem I'd be fine, but I have no idea if my account is going to be locked tonight or not.

I'm surprised at Supports response.  That's quite unusual for them.

Do you have any sub-accounts/spaces created (e.g. for resale/customers)?

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William Eaton, MCSE
iTech Computer Solutions, LLC
www.itechcs.com

I know it's unusual, that's why I'm worried.  Their non-response either means they are ignoring me because they think I'm an unknowledgable user or they have had some other emergency that prevents them from responding to say "we're working on it" (I'm thinking fires or natural disasters... that kind of thing).  That's really all I want... an email that takes exactly 7 seconds to write would be perfect.

Nope.  My account is pretty cut and dry.  I have basically 2 websites, both mine.  One is static HTML, the other is just community server with one blog, mine.  It has a few photos on it, but that's the only thing of any size.  The database that runs it appears to be 200 meg, my email accounts are all limited to 20 meg.

The report tells me the "Files" section of my account is 1.51 GB (even though I've deleted 200 meg - should be 1.31 if that was accurate).  My logs are small - only a handful of 500K or less files.  I zipped my website just now and all told it was 75 MB.  I realize zipped and unzipped are different, but not 1.2GB different.

I'm pretty frustrated by the whole deal and I'm afraid I'm going to wake up to my email and sites being off again.