Making relevant information requests.

matt42 said 3 years, 1 month ago:

In forums, it is great to see information that might be useful multiple users. Sometimes, the initial postings make it difficult to provide answers or find similar posts that will help you solve your issue. This is usually due to a lack of information regarding the situation. “My site is down.” is not an effective method for requesting help.

Without context, no member of the forum will be able to offer any (useful) solutions for a given issue. This applies whether the responder is a Go Daddy employee or another user. Supplying as much information as possible up front will allow the other members of the forum to assist with much reduced ‘back-and-forth’.

For example, if you are having an issue with your hosted web site, try to provide the following:

1. Type of hosting.
a. Web Hosting
b. Grid Hosting
c. Virtual Dedicated Server
d. Dedicated Server

2. Hosting OS
a. Linux
b. Windows

3. Afflicted domain name.

4. Description of the issue.
a. Any and All error messages received.
b. Include time ranges with time zone if possible.

Also, the title of your post may determine if someone even opens it to read it. Simply saying “my site is down” as the post title may not encourage others to investigate. However, if you include the error message in the post title, someone scanning the posts may see the error and know exactly how to fix it.

Another thing to be conscious of is the size of our hosting environment. Two issues which have similar symptoms are not necessarily the same issue. As such, replying to a thread with a ‘me too’ is not often productive in getting an issue addressed.

Please keep in mind that Go Daddy employees are not authorized to access customer account details when investigating forum posts. If the issue you are experiencing cannot be resolved by looking at your site on the public internet, employees on the forum will refer you to our support professionals. Our support personnel can access your account and escalate the issue further if needed.

I hope that the above information can help make the community here more useful to all involved members. Thanks!

Deleted User said 3 years, 1 month ago:

Good content. I agree, the more information the better. Many times, it takes 3x longer to provide an answer since the first response is usually trying to clarify the issue by getting more info.

Zephyr said 2 years, 9 months ago:

The advice given is all very well and good, but I think it is unnecessarily burdensome to require all of that information when ongoing and nearly identical QUALITY OF SERVICE (QOS) issues exist in which shared hosting web servers are either responding after long delays or are not responding at all!!

When I get packet loss and “Request Timed Out” results when pinging my own domain name or the IP address where my Linux shared hosting resides, all of it at GoDaddy’s secureserver.net, and I find no similar problems at my various non-GoDaddy sites or at any other location anywhere on the internet, and this pattern remains consistent when using different ISPs for my connection to the internet, then the cause is clearly overloaded GoDaddy web servers. GoDaddy is failing to meet its QOS obligation to its customers. The additional fact that many GoDaddy email (SMTP) servers are listed in various RBLs (Realtime Block Lists) is testimony that GoDaddy is tolerating the origination of spam from its network in exactly the same laissez-faire way that GoDaddy also allows customers that are bandwidth hogs to dominate the shared servers. Little guys that don’t spew gigabytes of high bandwidth content end up being the victims when their own websites load very slowly or not at all. This kind of issue does not require a great deal of burdensome input from the customer.

ShelLuser said 2 years, 9 months ago:

Great post Matt.

Yeah, many people explain their problems from their point of view so to speak. So easily ignore or forget important details since its so familiar to them that the (usually even unknowingly) assume its common knowledge.