Posts Tagged 'Ping'

December 5, 2011

Quick Tip: Copy and Paste from the DOS Prompt

Having worked in SoftLayer's technical support department for a few years now, I can tell you that the more information you provide us, the faster we can get you to a resolution. If you can show us exactly the problem you're seeing with details from when you see it, it's much easier for us to troubleshoot, so I wanted to post a quick blog on the heels of Todd's "Global Network: The Proof is in the Traceroute" post to help you get information to us much more easily.

Document Format
Many people consider a Microsoft Word document the lowest common denominator when it comes to formatting an attachment or file while others prefer plain text for everything. I always advocate the use of plain text. Plain text is universally accessible, it doesn't require a third-party application to view, it doesn't add funky encoding, and it uses monospaced fonts that format the text like you'd see in a command prompt if you were sharing troubleshooting results from ping and traceroute commands. It's quite unnecessary to take a screen capture of a ping or traceroute when you run it, and it's doubly unnecessary to paste that screen capture into a Microsoft Word document.

Copying Your Ping/Traceroute
The problem many Windows users run into is that it's not very clear how to copy text from the command prompt ... The familiar keyboard shortcuts for copying (CTRL+C) and pasting (CTRL+V) don't work from the DOS Prompt, so the screen capture route is usually the easiest to execute. There is an easy way to copy, though.

Microsoft documented the instructions you need, and I wanted to share them with SoftLayer customers here:

  1. Open the command prompt. If you're unsure how to do this, open the Start Menu, click Run, enter "cmd" (without the quotes) and click OK.
  2. Execute your command. Use "tracert softlayer.com" to follow along with this test.
  3. Right-click the title bar of the command prompt window, point to Edit, and then click Mark.
  4. Click the beginning of the text you want to copy.
  5. Press and hold down the SHIFT key, and then click the end of the text you want to copy (or you can click and drag the cursor to select the text).
  6. Right-click the title bar, point to Edit, and then click Copy.

Now the text is in the clipboard. You can paste it anywhere, including the body of a ticket. To preserve layout, I usually paste the text in Notepad and attach that file to the ticket. If you don't want to go through the hassle of opening Notepad, just paste the results into the comment field below.

If you enjoy reading quick tips like this one that can make life easier, be sure to check out KnowledgeLayer.

-Lyndell

Bonus tip: If you want to submit your traceroute in a comment on this blog without losing the mono-spaced formatting, surround the pasted content with the <code> and </code> tags.

May 18, 2011

Panopta: Tech Partner Spotlight

This is a guest blog from Jason Abate of Panopta, a SoftLayer Tech Marketplace Partner specializing in monitoring your servers and managing outages with tools and resources designed to help minimize the impact of outages to your online business.

5 Server Monitoring Best Practices

Prior to starting Panopta, I was responsible for the technology and operations side of a major international hosting company and worked with a number of large online businesses. During this time, I saw my share of major disasters and near catastrophes and had a chance to study what works and what doesn't when Murphy's Law inevitably hits.

Monitoring is a key component of any serious online infrastructure, and there are a wide range of options when it comes to monitoring tools — from commercial and open-source software that you install and manage locally to monitoring services like Panopta. The best solution depends on a number of criteria, but there are five major factors to consider when making this decision.

1. Get the Most Accurate View of Your Infrastructure
Accuracy is a dual-edged sword when it comes to monitoring that can hurt you in two different ways. Check too infrequently and you'll miss outages entirely, making you think that things are rosy when your customers or visitors are actually encountering problems. There are tools that check every 30 minutes or more, but these are useless to real production sites. You should make sure that you can perform a complete check of your systems every 60 seconds so that small problems aren't overlooked.

I've seen many people setup this high-resolution monitoring only to be hit with a barrage of alerts for frequent short-lived problems which were previously never detected. It may hurt to find this, but at least with information about the problem you can fix it once and for all.

The flip side to accuracy is that your monitoring system needs to verify outages to ensure they are real in order to avoid sending out false alerts. There's no faster way to train an operations team to ignore the monitoring system than with false alerts. You want your team to jump at alerts when they come in.

High-frequency checks that are confirmed from multiple physical locations will ensure you get the most accurate view of your infrastructure possible.

2. Monitor Every Component of Your Infrastructure
There are lots of components that make up a modern website or application, and any of them could break at any time. You need to make sure that you're watching all of these pieces, whether they're inside your firewall or outside. Lots of monitoring providers focus purely on remotely accessible network services, which are important but only one half of the picture. You also want an inside view of how your server's resources are being consumed, and how internal-only network devices (such as backend database servers) are performing.

Completeness also means that it's economically feasible to watch everything. If the pricing structure of your monitoring tool is setup in a way that makes it cost prohibitive to watch everything then the value of your monitoring setup is greatly diminished. The last thing you want to run into when troubleshooting a complex problem is to find that you don't have data about one crucial server because you weren't monitoring it.

Make sure your monitoring system is able to handle all of your server and network components and gives you a complete view of your infrastructure.

3.Notify the Right People at the Right Time
You know when the pager beeps or the phone rings about an outage, your heart beats a little faster. Of course, it's usually in the middle of the night and you're sleeping right?! As painful as it may be, you want your monitoring system to get you up when things are really hitting the fan - it's still better than hearing from angry customers (and bosses!) the next morning.

However, not all outages are created equally and you may not want to be woken up when one of your clustered webservers briefly goes down and then corrects itself a few minutes later. The key to a successful monitoring solution is to have plenty of flexibility in your notification setup including being able to setup different notification types based on the criticality of the service.

You also want to be able to escalate a problem, bringing in additional resources for long-running problems. This way outages don't go unnoticed for hours while the on-call admin who perpetually sleeps through pages gets more shut-eye.

Make sure that when it comes to notification, your monitoring system is able to work with your team's preferred setup, not the other way around.

4. Don't Just Detect Problems, Streamline Fixing Them
Sending out alerts about a problem is important, but it's just the first step in getting things back to normal. Ideally after being alerted an admin can jump in and solve whatever the problem is and life goes on. All too often though, things don't go this smoothly.

You've probably run into situations where an on-call admin is up most of the night with a problem. That's great, but when the rest of the team comes in the next morning they have no idea what was done. What if the problem comes up again? Are there important updates that need to be deployed to other servers?

Or maybe you have a big problem that attracts interest from your call center and support staff (your monitoring system did alert you before they walked up, right?) Or management from other departments interrupt to get updates on the problem so they can head off a possible PR disaster.

These are important to the operation of your business, but they pull administrators away from actually solving the problem, which just makes things worse. There should be a better way to handle these situations. Given it's central role in your infrastructure management, your monitoring system is in a great position to help streamline the problem solving process.

Make sure your monitoring system gives you tools to keep everyone on the same page by letting everyone easily communicate and log what was ultimately done to resolve the problem.

5. Demonstrate how Your Infrastructure is Performing
Your role as an administrator is to keep your infrastructure up and running. It's unfortunately a tough spot to be in - do your job really well and no one notices. But mess up, and it's clearly visible to everyone.

Solid reporting capabilities from your monitoring system give you a tool to help balance this situation. Be sure to get summary reports that can demonstrate how well things are running or make the argument for making changes and then following up to show progress. Availability reports also let you see a "big picture" view of how your infrastructure is performing that often gets lost in the chaos of day-to-day operations.

Detailed reporting gives you the data you need to accurately assess and promote the health of your infrastructure.

The Panopta Difference
There are quite a few options available for monitoring your servers, each of which come with trade offs. We've designed Panopta to focus on these five criteria, and having built on top of SoftLayer's infrastructure from the very beginning are excited to be a part of the SoftLayer Technology Marketplace.

I would encourage you to try out Panopta and other solutions and see which is the best fit to the specific requirements for your infrastructure and your team - you'll appreciate what a good night's sleep feels like when you don't have to worry about whether your infrastructure is up and running.

-Jason Abate, Panopta

This guest blog series highlights companies in SoftLayer's Technology Partners Marketplace.
These Partners have built their businesses on the SoftLayer Platform, and we're excited for them to tell their stories. New Partners will be added to the Marketplace each month, so stay tuned for many more come.
October 11, 2007

The Three P's are Changing

The three P's in the hosting world have always been Ping, Power and Pipe. Salespeople regurgitated them relentlessly and operations personnel just shortened them to the P's because we talked about them all the time. The three P's of hosting have changed in the recent years and those not aware of the changing landscape are doomed for failure. I propose a new three P standard (described below).

1) Power -- I list this one first because it is by far the most important. Power is the single greatest limiting factor to technology. If you don't understand the importance of power on future technology, you should exit the industry now. If you are not concerned with power, don't meter power and not fixated with power, you will be in serious trouble in the next 12 to 24 months. The entire industry has shifted to being "green" and large scale datacenter operators are so focused on power utilization, they are building and designing systems completely based on power usage and/or location. It's one of the most critical operating costs and must be understood to maximize long term success and profitability. Here at SoftLayer, we are obsessed with power utilization and efficiency and focus on mitigating power and heat (byproduct of power) to a bare minimum. We know the power usage of every server and network device located in the datacenter and track it real time. We are continuously seeking new low power technologies, engaged in industry consortiums looking for new alternatives, and actively planning our power needs through the end of 2010.

2) Packets -- Five years ago, the internet backbones were full of big fat packets that were easily passed by backbone and edge routers without issue. In the recent years, small packet technologies have greatly reduced the size of the average packet transversing the internet. For those of n00bs out there, smaller packets reduce the overall throughput of the routers processing the packets. The smaller the packets, the greater the reduction in horsepower of those routers. The fast rise in gaming, VOIP and other small packet intense applications has cut the average packet size in half in the last two years and I would expect that to occur again the next two years. Packet size can take the aggregate throughput of a router from several hundred gigs at large packet sizes to potentially single digits of gigabit throughput due to the processing required. Here at SoftLayer, we have installed and upgraded to the fastest routing technologies by Cisco to ensure the greatest network performance, but there are many legacy carrier, broadband, and enterprise routers out there that have limited capacity due to changing packet size. Hosting providers that were built on eBay surplus network equipment from the late 90's will soon begin to implode.

3) IP's (IP Addresses) -- Ok…not really a "P" but I take a little creative leeway here. IPv4 addresses are disappearing faster than norm's plate at the Hungry Heifer. ARIN has publically announced the need to shift to IPv6 and numerous articles have outlined the D-Day for IPv4 space. Most experts agree, its coming fast and that it will occur sometime in 2010 at the current pace (that's about two years for those counting). IPv6 brings enough IP space for an infinite number of users along with improved security features and several other operational efficiencies that will make it very popular. The problem lies between getting from IPv4 to IPv6. We are caught in this "chicken and egg" scenario where we can't leave one without the other being completely reliable. Although I think we will get to IPv6 without too much of a headache, I do think the IPv4 space will become extinct prior to a full scale transition and there will be a time where the cost of IPv4 IP's will skyrocket because of supply/demand. This should be at the top of your list as a hosting provider because additional IP space typically means new customer and/or expansion of existing customers. If you don't have a conservation plan for IPv4, migration plan for IPv6, and transition plan between the two – you may already be too late. Here at SoftLayer, we have been planning for over a year and 2008 will include a rollout of IPv6 to all those customers who seek to run dual stacks and will include incentives to customers who are able to shift to IPv6 completely.

The Three P's will likely change again in a few years as the industry continues to evolve and we find a way to solve the current challenges facing the industry. For now, focus and plan on these three and you should have a long successful existence.

-@lavosby

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