After a week of delays and two whole days wasted on tech support calls, I was finally online. I was ready to write a damning invective criticizing Apple and an encomium praising the Computer Shoppe. I pointed my browser to my blog, when what to my wondering eyes should appear but a notice:
Your account has been suspended. Contact billing/support.
What? How could this be? Did we forget to pay the bill? I called my webhost immediately and learned that our account had been suspended because of a “massive amount” of activity on b.rox.com.
It appears that b.rox was under attack by spambots.
Without getting excessively technical, I’ll try to explain this in terms my grandma Mildred (may she rest in peace) could have understood, insofar as I even understand it myself.
A spambot is not a real person. It’s a program that surfs the web and does bad things. Imagine a robot sitting at a cybercafe sending junk e-mails hawking pharmaceuticals and casinos and you’re not far off the mark. Spambots have been hitting my blog for a long time, trying to insert their advertisements as comments to my posts. I have installed different filters that are pretty effective at keeping these advertisements, this “spam,” from appearing on my site.
However, the problem now was that the sheer volume of spambot attempts was overwhelming the server. I had a chance to examine the logs later, and there were over 3,000 attempts to access a single file on the system in just one hour.
Understand that we pay about $12 a month for space on a server which is shared with hundreds of other users and their sites. The activity on my site was bringing the whole server down, rendering all these others sites inaccessible. I’m not sure, but I suspect that my webhosting company employees an automatic method to suspend accounts that experience such overwhelming activity. Can’t blame ‘em for that.
Suspending our account saved the other folks sharing our machine, but it disabled all our sites. We’ve got a couple dozen websites on our account, including rox.com, blogs such as mf.rox, and various little sites like my tribute to Grandma Mildred and Life Following the Dead. The Mid-City Neighborhood Organization is hosted on our account. All these sites were taken offline when our account was suspended, even though the problem was only related to b.rox.
Fortunately, upon my request, the system administrator quickly restored all the other sites. We agreed to keep b.rox offline until the problem could be resolved.
Now here’s where things get a little, um, complicated. The sysadmin said he would give me access to the files “and you can fix your script.” The “script” in question is WordPress, a software package which runs this blog. WordPress is pretty damn good, and it has become pretty popular. (My webhost even offers it was an “autoinstall.” Unfortunately, though they provide it as a convenience, they don’t really offer any support for it.) That popularity has made it a target for spambots. The sysadmin clearly indicated that the onus was on me to correct the problem. Per his recommendation, I consulted with the WordPress community using the WordPress Support Forum. You can read the discussion. One person suggested a plug-in called Bad Behavior. I checked it out, thought it might do the trick, and installed it. I also upgraded to the latest version of WordPress. Then I notified my webhost and asked the to reactivate b.rox.
For a few hours on Sunday, b.rox was back online. But it was again flooded with thousands of connections from spambots, and our account was again suspended, meaning rox.com and tile.rox.com and mcno.org and boozocracy.org and all the rest were down again. This time the system administrators were a little less forgiving. They agreed to bring all the other sites back, but not b.rox. They warned me if the problem occurred again our account would be permanently suspended until we upgraded from a shared account to a VPS or virtual private server. What’s the difference, you mgiht ask? About $38 a month.
I was skeptical about taking this step. In fact, the customer service aspect of this whole debacle left me feeling that it was time to move to another webhost. Moving is a pain, I didn’t want to move, but felt we had no choice. Granted, this wouldn’t resolve the technical problem of the massive spambot attack, but I’d have to deal with that later.
(In retrospect, it seems that the spambot problem was not a WordPress issue per se. The spambots were targeting my site because I used WordPress, but the filters I’d installed prevented them from polluting my site with their advertisements. The problem was the sheer number of attempts to access a certain file, not anything in the file itself. I would gladly have disabled comments on this blog if it would have stopped the problem, but it isn’t that simple. Indeed, the tech support folks verified that even if we moved the file, changed its name, or simply deleted it, the server would still be overloaded by the requests. The result is similar to a distributed Denial of Service attack, or so it seems to me. I’m not a security guru.)
Here our saga takes a turn for the better. Seeking advice on a new webhost, I posted a query at the WebHostingTalk forums. You can read the thread if you’re curious. The discussion was enlightening, but the important thing is that it caught the notice of Dan Ushman. He is one of the founders of our webhosting company. And, as it turns out, he is a frequent reader of this blog.
Dan contacted me and offered to comp us a VPS for one year at the price we’re paying now. Sweet. And so, boom, here we are on our new VPS. The migration didn’t take long. Does the site feel any faster?
In all, b.rox was offline for about four days. During that time I realized how important writing here has become to me. I’m quite attached to this blog. It was a lifeline to the rest of my world during Katrina. It’s helped me through some difficult times. Several people contacted me to ask what was wrong when they couldn’t access it, which means that people actually do read this and care about it, even if the number is small. That makes me happy, no matter what George Will thinks.
Dan, if you’re reading this, thank you. Very much. I still have concerns regarding the support and service issues which I think are clearly outlined here, but your involvement has gone a long way to keep me as a customer.
As spam attacks continue to rise, this will continue to be a problem. I hope I’m not being presumptuous in offering the following three recommendations.
- A problem with one subdomain shouldn’t cause the suspension of the whole account. If, as I suspect, this is automated, there might be a technical fix for this, which I hope would result in disabling the problem site rather than the whole account.
- When such a problem arises, the customer should be notified. I never was, not even the second time when a sysadmin promised I’d be contacted if any issues came up.
- Then there is the spambot attack itself. I don’t know what the fix is for thiss, but I know the problem wasn’t my fault. In a situation like this, the customer is an innocent victim of malicious outsiders. As I noted earlier, it’s like a DoS attack. The customer shouldn’t be further punished by being forced to upgrade. Instead, the support staff should work with the customer to find a solution. And, let’s face it, many customers using an easy package like WordPress won’t have the wherewithal to find their own fix. They’ll need plenty of help.
Meanwhile, the spambot attack continues, with over 17,000 hits today so far. I’m trying another fix. We’ll see how this goes.
Wow, this whole thing has been exhausting. Even writing about it has been exhausting. I need another vacation. Just in time for Christmas!