System Crash/Down

System Crash/Down

by Brad Jones -
Number of replies: 8

Can anyone help? We just need to know what to do next.

Our entire Moodle system is down and we cannot even get to the login page. We just get a white screen followed by ...

"Internet Explorer cannot display the webpage"

I have the administration privileges but the teacher that installed the system left last year. Is there some other password/privilege that teacher may have had that we need to get the system back online?

Any information would be appreciated.

Average of ratings: -
In reply to Brad Jones

Re: System Crash/Down

by Colin Fraser -
Picture of Documentation writers Picture of Testers

well.. is everything else on your system working, is it just the Moodle? For a message like that, it usually means there is something else going on as well.

We are assuming that there has been no devestating attack from outside, or there has been no unusual event over the last 24 hours that would cause an issue. Is the Moodle on a separate server? Is that machine up and running? That is where you need to start from.

Go through the whole gamut of an entire system failure first, then if everything else is working, which is easy enough to check, then we can look at what to do next. 

I am assuming here that you have complete access to the server, the PHP, the database, the Moodle code, if you do not then you need to get that access, or work with someone who does.

First, check the server logs. Has some unusual event happened there? Your IT guys should be able to interpret the logs properly and let you know of any issue. 

Second, has the PHP logs been switched on? If they have, has something happened there that should not have happened?

Third, is the database intact? Can you access it? Can you see if the table structure is still OK?

I do not know your circumstances, but my guess would be that you have fallen into this Moodle admin by some strange series of events and until now, it has all worked fine. All these things above, sound complex, but they are the simple things, easily done, but important. How do you know if you patient is breathing? Major test simply accomplished - that category of thing.

Next, go into your sever and look to see if in the Moodle folder there is a file called config.php. If that is not present then you have serious security issues. Open the file in a text editor, NOT Word or Notepad, but a text editor, an open source text editor, llike Notepad++ and check it. Make sure that it has nothing between the line

<?php

Unset $CFG;

If there is, then you have major server security issues.

If all that is there, then try with another browser.

Sorry I cannot be of more help, I am flying out today, and be gone for a couple of weeks. No computers, no nothings... just R'n'R. Yeah, right....

Try the Moodle Docs, Beginning Moodle 2.x Administration is a good place to start, then the other Admin docs. 

Good luck and I hope this helps you.

 

In reply to Brad Jones

Re: System Crash/Down

by Ken Task -
Picture of Particularly helpful Moodlers

It appears that your Moodle is remotely hosted on RackSpace servers.
IF that is correct, then IF all had been working a day ago, suggest contacting RackSpace technical support.
If I've been correct in sleuthing … did access the login page once … which showed site was in the maintenance mode.  So guess someone is in there and 'working on it'.  And, judging the theme (wood) am guessing your version of Moodle is 1.9.x or less.  Considering your moodle person left last year site *might* have been victim to a hack … or something as simple has hardware failure on the shared host system … or Rackspace might have had to do a move.

'spirit of sharing', Ken

In reply to Ken Task

Re: System Crash/Down

by Brad Jones -

Thanks so much for your time Ken. We're getting in touch with them now.

Most helpful.

Brad.

In reply to Ken Task

Re: System Crash/Down

by Brad Jones -

Hello again. We have a little more information on our ongoing problem.

As you said, we found that RackSpace is working fine. We seem to be having some sort of a firewall issue maybe.

We are having the following error

ERROR

The requested URL could not be retrieved


While trying to retrieve the URL:http://moodle.marist.ac.jp/

The following error was encountered:

  • Connection to ........IP........ Failed

The system returned:

    (113) No route to host

The remote host or network may be down.  Please try the request again.

--------------------

Any ideas???

Brad.

In reply to Brad Jones

Re: System Crash/Down

by Howard Miller -
Picture of Core developers Picture of Documentation writers Picture of Particularly helpful Moodlers Picture of Peer reviewers Picture of Plugin developers

There's no web server running at that address for a start...

sudo nmap 184.106.109.33

Starting Nmap 5.21 ( http://nmap.org ) at 2012-09-24 09:33 BST
Nmap scan report for 184-106-109-33.static.cloud-ips.com (184.106.109.33)
Host is up (0.095s latency).
Not shown: 998 filtered ports
PORT    STATE  SERVICE
22/tcp  open   ssh
631/tcp closed ipp

The only open port is 22 (SSH)

Speak to your hosts!

In reply to Brad Jones

Re: System Crash/Down

by Ken Task -
Picture of Particularly helpful Moodlers

In addition to what Howard has already stated ... and to verify:

nmap -P0 -p 80 moodle.marist.ac.jp

Starting Nmap 5.51 ( http://nmap.org ) at 2012-09-24 08:21 CDT
Nmap scan report for moodle.marist.ac.jp (184.106.109.33)
Host is up (0.047s latency).
rDNS record for 184.106.109.33: 184-106-109-33.static.cloud-ips.com
PORT   STATE  SERVICE
80/tcp closed http

Nmap done: 1 IP address (1 host up) scanned in 1.18 seconds

Port 80 not open.

No route to host is not a Moodle thing ... it's a network thing.  From a workstation (Windows or MacOSX) do a traceroute to the hostname:

MacOSX: Open Terminal app.  From prompt type:

traceroute moodle.marist.ac.jp

PC: Dos prompt: tracert moodle.marist.ac.jp

The last routes/hops from my location:

14  corea.ord1.rackspace.net (184.106.126.140)  41.761 ms
    coreb.ord1.rackspace.net (184.106.126.142)  42.568 ms
    corea.ord1.rackspace.net (184.106.126.140)  42.927 ms
15  core1-coreb.ord1.rackspace.net (184.106.126.129)  42.780 ms  47.609 ms
    core1-corea.ord1.rackspace.net (184.106.126.125)  47.366 ms
16  173.203.0.193 (173.203.0.193)  42.888 ms  42.520 ms  46.064 ms
17  184-106-109-33.static.cloud-ips.com (184.106.109.33)  41.712 ms !Z  43.292 ms !Z  41.956 ms !Z

IF you look at hop 14 you can see it kinda 'stutters' there hitting the same IP twice.  And am getting !Z reponses at the IP where your Moodle is located.   That might be a security thing at RackSpace, but think I'd check.

Keep buggin RackSpace! ;)

'spirit of sharing', Ken

In reply to Ken Task

Re: System Crash/Down

by Howard Miller -
Picture of Core developers Picture of Documentation writers Picture of Particularly helpful Moodlers Picture of Peer reviewers Picture of Plugin developers

yes - it is a failure of mine to be too terse sometimes. It's not Moodle for sure. And the traceroute seems to put the problem firmly in rackspace's domain.

In reply to Brad Jones

Re: System Crash/Down

by Ken Task -
Picture of Particularly helpful Moodlers

Just following up ... appears your site is up now and a version 2 of Moodle.  Mind disclosing the issue and it's resolution as it might be helpful to others who host on RackSpace in the future.

'spirit of sharing', Ken