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Paid to Sign Up as a AWS Lightsail Developer Support Customer / 72+ Hours Without Response to a Question

0

AWS is great, and Lightsail is (almost always) pretty amazing, but I'm not sure signing up for AWS Lightsail Support works as I expected.

Maybe I'm doing something wrong, but 72+ hours ago I signed up because I could not create an instance from a snapshot . . .

  • I've done that 3000 times before with no problem
  • I have enough instance allocation and static IPs
  • and I can restore the snapshot to a new instance in another Region and it works perfectly

But I can't restore the instance in the original region which is where I want it to be (because that's where the static IP associate with my server is).

So now I have two questions . . .

  1. Is there some hidden resource allocation / limit that works on a regional basis that needs to be raised so I can turn my snapshots into instances in the region they were created in? Who do I talk to about that?

  2. If you are an AWS Lightsail Developer Support Customer, aren't you supposed to a response to a question in 24 hours? Did I do something wrong or misunderstand how the service works? Or did I just my question just fall through the cracks for some reason?

PS: Interestingly, in restoring the lightsail snapshot in my current region, in every test the error given to me was connection refused, which would sometimes subsequently (after a reboot) turn into an error about no database existing.

All those errors evaporated when I restored in a different region.

  • nfulton
    7 months ago

    Just a quick note that I got a response from a nice AWS person, but it didn't respond to my problem.

    I cannot create a standard LightSail Wordpress Instance in my account without receiving a Refused to Connect error on it.

    As you know, if you use the service, it takes 3 clicks to take a LightSail Wordpress Instance. That's the amazing thing about using LightSail. If you want a wordpress server, you can create one in about 60 seconds.

    It always works. 100% of the time.

    Except not on my account. And the the Refused to Connect error I get when I create a Word Press Instance, I get exactly the same error I do when I restore a snapshot from one of my working wordpress instances. And snapshots I have previously used to create working instances in a couple of clicks, also get the Refused to Connect Error.

    So there's something messed up on the account configuration I think.

    I suspect there is a glitch on resource allocation for my account in the Oregon region. Because I can create a working wordpress instance with no problem in another region. The very kind AWS person confirmed there's no limitation on instances I can create . . . . but she missed the fact that I can't create a brand new wordpress instance without getting the error I get on all the instances I create in the Oregon region.

    I replied to her message, but haven't heard back yet. I like to think it won't be a 5 day wait. I know the AWS team is really busy . . .

Topics
Compute
Tags
Amazon Lightsail
Language
English
nfulton
asked 7 months ago144 views
2 Answers
0

So now I have two questions . . .

Is there some hidden resource allocation / limit that works on a regional basis that needs to be raised so I can turn my snapshots into instances in the region they were created in? Who do I talk to about that?

I'm not aware of any limit as mentioned above, however, we do have regional limits, please see below for more information:

https://docs.aws.amazon.com/general/latest/gr/lightsail.html

If you are an AWS Lightsail Developer Support Customer, aren't you supposed to a response to a question in 24 hours? Did I do something wrong or misunderstand how the service works? Or did I just my question just fall through the cracks for some reason?

You are 100% percent correct, please take note, these are business hours:

Business hours email access to Cloud Support engineers. You can have one primary contact that can open an unlimited amount of cases. Response times for general guidance is less than 24 business hours* and system impaired is less than 12 business hours*.

If you have purchased an AWS Developer Support plan, feel free to open a technical case with us using the AWS console:

https://support.console.aws.amazon.com/support/home?region=us-east-1#

This will allow us to gain a deeper understand if the problem that you are encountering when restoring the snapshots.

Cornelius_U
answered 7 months ago
  • nfulton
    7 months ago

    I can't create any new Lightsail Linux/Wordpress intance in the Oregon region that doesn't have the connection refused error. If I go to Lighsail, click Create Instance, click Linux, Wordpress, $20 the new instance that launches gives the Connection Refused error.

    My hardworking and kind AWS associate points out that the listeners are not running on the instance . . . .But misses the fact that the default AWS script for creating a Linux Wordpress Instance should be starting them (as it does millions of times every day for millions of people).

    I don't get an error that I can't create a new instance. I have enough instance allocation to create new instances. I can create new instances in other regions. I just can't create a new linux wordpress instance in the Oregon region that functions.

    I suspect there is a hidden platform resource allocation issue that's causing the problem. Oregon's a busy region, there were some outages last week, maybe my account tripped some mainentance wire. But I can't create a new linux wordpress instance in the region. I can't restore snapshots to new instances in the region (even when the snapshots were previously used easily to create new instances in the region that are now running without a problem).

    I like to think that sometime soon the matter will be resolved.

0

The CONNECTION REFUSED problem was apparently caused by a transient AWS Lightsail platform issue. I just checked the 2 effected instances and they are now working fine.

I didn't change anything at all. I didn't even reboot the instances. They just started working after a few days. AWS support didn't make any changes or reset anything. It just got better.

To review:

  1. Creating a brand new Lightsail Linux Wordpress Instance resulted in an instance that I could not reach by going to the IP address. The message on Chrome was "Connection Refused". I mention in passing that Safari gave another message that mentioned www11.11.11.111 (featuring a random IP address).
  2. Restoring an Instance from a Snapshot resulted in an instance I could not reach by going to the IP address. The Message on Chrome was "Connection Refused"
  3. Doing nothing for ~ several days fixed the problem.

I'm the only user on the account. AWS didn't make changes to anything. It just got better.

Hopefully this helps someone. I suspect that the instances were created during a low-level region specific outage that didn't allow the instances the resources required to launch properly.

The problem was region specific. I could create instances and restore snapshots in other regions and they worked fine. It was just the Oregon region that was broken. I didn't get a warning that I couldn't create instances (my allocation is 20), the instances just refused connection.

nfulton
answered 7 months ago

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