Frustrating Problem with Hosting Company

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LauraMJ

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Hi, I'm hoping I can get a bit of information.

We've been having a bit of trouble with our hosting company. The server for our site keeps crashing. We have a semi-dedicated server, since our site is pretty large.

So, here is the message that the hosting company sent us:

vmhandlers keep killing processes. The box is running out of memory because of your site.

1. you should optimize the code better. The db queries are being stuck in a lock state after a while.

2. unless your website runs more efficiently adding another 1gb wont really help. The locked processes will just build up until the server crashes again.

You will need to resolve this ASAP or we will be forced to suspend your site since you are affecting the other person on your server.
Now, our webmaster says this is not the problem. He feels it's on the hosting companie's end. He has taken the databases offline, so that there is nothing using the database at all, and the memory usage did not change.

Now, we sent that information in to the company, and asked if it changed anything on the server at their end, and what they advised us to do to further resolve the issue. They then sent back a short, terse note saying that "our site is the problem and is what is causing the servers to crash and that's a fact." Which does not help us much at all to figure out whether or not this is still on our end or not.

So, caught here in the middle (and being completely ignorant of web-alize), what I would like to know from some objective people is.......would taking the databases offline, and not having it change anything in the usage, be consistant with the problem not originating with our site? Am I understanding it correctly that if the above information from the hosting company is correct, taking the databases offline would immediately drop the usage?

So if it DOESN'T, then what would that mean?

Any ideas of what could be the problem........since the hosting company isn't interested in helping us solve this?

Oh, and I should mention that this problem started suddenly, after TWO YEARS of the site being in existance. It started suddenly one day about 4 days ago. They webmaster had not changed or done anything to have caused this, he said.
Thanks for all replies!
 
Joined
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If they are insisting the database is causing the lockup of the server and you have the DB offline I would say it is their web server or another DB client using the same DB server. Is there any external link via ODBC to your database that someone may have comprimised?

Ask your host to check their server logs for an indication of what is going on with respect to 4 weeks ago.

What is the site written in? Sloppy coding and even upgrades/patches on the server side can cause problems out of the blue.
 

LauraMJ

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Thank you very much for your reply. I did ask them to check the server logs, and while he was doing that as we were talking on the phone, he found something. Since I am not very knowledgable about these things, I am not exactly sure what it was that he found, but it had something to do with the site statistics program (not being compatible, I think ) but anyway, he said that he would disable it, and so far (touching wood) we have not had any more trouble.

I am hoping that solves this problem, thank you for suggesting that I ask them to check the server logs.

:)
 
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