04-06-2020 - Hosting client reports site down
Summary report[edit]
S. Ignatov, a client of our hosting platform, owner of indiartcafe.com, has reported that the site is not responding. Initial check identified that the site resolves correctly to web01.hostbalkan.com. HTTP request starts, but waits indefinitely for response. Apache Web server has been restarted, but it did not resolve the issues. The php7.0-fpm service has been restarted and that resolved the issue.
Timeline[edit]
04-06-2020 13:31 - S. Ignatov has reported over Facebook messenger that the site cannot be opened at all.
04-06-2020 13:32 - S. Stoilov answers to the reported issue. States that the issue is acknowledged and will be resolved as soon as possible.
04-06-2020 13:36 - S. Stoilov restarts apache2 service.
04-06-2020 13:39 - S. Stoilov restarts php7.0-php service, this resolves the issue.
04-06-2020 13:40 - S. Stoilov replies to S. Ignatov that the issue is resolved.
Root Cause Analysis[edit]
Further incident analysis will be performed. Initial investigation shows unresponsive php7.0-fpm service after high CPU usage.
Resolution[edit]
- php7.0-fpm service restarted.
- More detailed services monitoring can be developed.
- More detailed websites monitoring can be developed.
