[SOLVED] Publishing Error (IONOS)

[AliGW]

I am pretty sure this is a failure at the host's end and have contacted them, but what is this telling me exactly?

Code: Select all

Log:
  CloseHandle:
    DllDate: Feb 27 2024
    Version: 9.5.0.97
    UnlockPrefix: PABLOS
    UnlockStatus: 2
    Architecture: Little Endian; 64-bit
    Language: Visual C++ / x64
    VerboseLogging: 0
    handle: 00000000
    sftpCloseHandle:
      handle: 00000000
      Sent FXP_CLOSE
      statusResponseFromServer:
        request: FXP_CLOSE
        statusCode: SSH_FX_FAILURE
        statusMessage: Failure
      --statusResponseFromServer
      Received a failed status response.
    --sftpCloseHandle
    Failed.
  --CloseHandle
--Log

[BaconFries]

what were you trying to do? SSH_FX_FAILURE is a broad error from the server and not specific to just one issue.

[AliGW]

OK - thanks.

I've been transferring assets from the camera club's Google Drive over to our webspace. and suddenly it wouldn't allow me to upload any more and I cannot log in to the secure members' area. The main website is accessible. Nowhere near the maximum data allowance on the domain nor the maximum number of files, so it can't be an out of space issue (approx. 30GB uploaded today with a maximum of 195GB available).

I've contacted IONOS, but haven't had a response yet.

[AliGW]

I am working with IONOS on this.

For some reason, I am hitting an imaginary upload limit.

I have so far uploaded around 2500-3000 files to the server weighing in at around 30GB. The capacity of the domain is in excess of 250,000 files and 195GB, so there is no rhyme or reason for it. It's definitely at their end - cloud backups of my own data on my system are happening in the background as normal this morning, so it isn't my router or ISP that is at fault. It doesn't matter whether I use the IONOS Webspace (browser) to upload or WWB21's FTP - eventually, I hit a limit.

I am able to mitigate the issue for now by deleting non-essential files from the club's archive, but this is not a long-term solution. I bought the hosting package in good faith because of its capacity (this is a photo club).

I'll report back once it's resolved (hopefully!) in case it's of any help to other IONOS users. At least I know it's not WWB that is at fault (I didn't think it was, anyway).

[AliGW]

It has taken me all day to get IONOS to accept that this problem is server-side. I even had to download FileZilla so that I could provide evidence that the same thing was happening with that and show that my FTP (WWB) was not at fault.

They seem to have managed to get two tickets running (I only opened one) and it is clear that nobody is talking to anyone else. I have very little confidence that this is going to be resolved any time soon.

Anyone else had nightmares with IONOS?

[Pablo]

I don’t have personal experience with IONOS, but this is usually how it works with other hosting providers as well.
Help desk staff are often first-line support agents who may not have deep technical expertise. As a result, they sometimes misunderstand the issue and incorrectly blame the problem to the software.

[AliGW]

Then I have been lucky: my preferred host, namesco.co.uk, are fantastic (thorough, coordinated and effective), but they were sadly too expensive for the club.

I would not recommend IONOS to my worst enemy - their scattergun approach is appalling and the customer experience dreadful. I was exhausted yesterday, and we still have no resolution to the problem, even though the dashboard at their end is now reflecting some, but not all, of the 27GB of data that I have successfully uploaded.

I am fearful that there will be no resolution to this and I'll have to look at migrating to a different host.

The only upside is that I have discovered that FileZilla uploads files a zillion times faster than WWB or IONOS' own Webspace interface, so that's a win, although I would still use WWB for publishing site pages.

[AliGW]

For the time being at least, the issue seems to have been resolved.