Head Guru

Bob Evans

Your site has been restored from last nights backups and your index is alive again.

Rayners is getting married in less than 12 hours. CONGRATS TO YOU AND MRS. RAYNES!!!!!

I do listen to customers, and I am sorry for any problems people are having with logging into the current help desk. So, I have pulled out my wallet and am making some final code changes before rolling out the new help desk. I hope you guys like it! * bill does this for the first time in two days

In light of all the problems with our current help desk, we will be migrating to a new and hopefully improved help desk. We have been looking at this for sometime and I have now made the choice to make the move. This new help desk will not be tied into our customer database and will allow user registration on the fly, thus the username and password not found issues will stop. This will be implemented as soon as possible. Here are some of the features of the new help desk - General: Customizable header, footer, images, and colors PHP & MySQL based data system for fast data retrieval and display PHP & MySQL use less server resources Ticket ID number generation Unlimited customers Unlimited technicians/customer service reps Complete implementation of email functions All calls are logged Reports automatically generated Tech specific reports generated All information entered is stored Technician specific notifications Emergency email/pager notifications Emotional images Question levels In-built FAQ Password Reminder Announcements Email to Support Desk Answer Ratings Much more Customers: Personal greetings Easy to use customer interface Number of open tickets is reported New tickets have a unique ID number Keep track of the progress of open tickets at all times Answered tickets are stored for easy reference in the future Open and closed tickets can be viewed Can 'modify' an open ticket at anytime Can update their support account information Complete implementaion emails notifications Password reminder Answer ratings Much more Admin \ Tech: Interface is easy to use and understand Unlimited numbers of techs Techs have their own individual identities Admin center interface shows all open, unanswered tickets and their status Old tickets are archived as 'closed' and can be viewed at any time Search for tickets by ticket ID number, by customer domain name etc. Details about a ticket can be seen by simply clicking on a button When a tech replies to a ticket, they can choose an updated status such as 'Need More Info', 'Closed', 'In Progress', and more Replies by techs are 'time and date stamped' Emails are sent to the customer about updates Techs can keep notes about a customer's ticket. These notes are invisible to the customer Customer's domain name and email are listed as clickable links within their ticket Customer's support history can be seen by a simple click Remote access for Technicians allow your support team to work from any computer with internet access Technicians see only calls that are assigned to them Much more

Got your PM - sounds like a browser issue. Why dont you drop me a email with your support issue. I will see what I can do. Try to clear your internet cache and cookies, that might help. Drop us a email support@totalchoicehosting.com

Check your PM

What is your domain name, I will reset your username and password on the help desk. Thanks Bill

Exim4 is what changed. We are working out the details now.

Subdomains still require time to propagate. I am on comcast cable modem and your garden subdomain is working fine from here. If your plan allows access to the cpanel item your trying to use it then its automaticly allowed. We dont do add ons in cpanel. Never have!

First of all your site is effected by the server move. Your a server8 client. I will let the gang here help you the rest of the way. EXIM is the mail server, it was stopped on the old server8, and I have just restarted it.

Ok here is the deal. Some ISP's use caching technology. They will take a snapshot of the page you just visited and will save it to their servers hard drive. Why? Think of it this way. If a ISP can save traffic by sending users to a cached content on a hard drive then it speeds up the delivery of pages and consumes less bandwidth. Now most USA isps that cache content only cache the big boys. CNN, ESPN - etc, and they do it early AM and then every 30 minutes or so. But some overseas isps cache content for other reasons, such as content review and restriction. Many ISP's in china do this. So, I think this looks like a ISP cache issue. Bill

I seem to think you have reached the end of the Internet doc! http://www.webnme.com/endoftheinternet.html

Greg its for sure us! Welcome to the family!

Matt your to funny!

Looking into this now. I have the datacenter and two admins looking. Will update soon.

All UNIX and Linux based Web Servers are case sensitive in regard to file names. Mac OS or Windows NT based servers are not normally (since Mac OS and Windows do not use case-sensitive file systems). If you use the browse or the Point & Shoot method to make your links, then windows will create the link with the same case as your file name. When working in Mac OS/Windows, changing the case on a file name doesn't make it a different file. The Mac OS/Windows sees "myfile.html", "MyFile.HTML", and "MyFiLe.HtMl" as the same file. But to a UNIX or Linux based server, they are three different files. This may cause confusion if you change the case in the name of some linked files. The files will also work on a Mac OS or Windows NT based server. But on a UNIX or Linux based server the links will be broken. The best rule of thumb is to determine a naming convention for your files, including what case will be used, then stick to it. Avoid renaming files after they've been linked. The web is more restrictive on the use of special characters in file names. The following characters can't be used the in file names: • forward slash ( / ) • more than one dot ( . ). The only period used has to be part of the extension as in index.html • You can't use the hyphen ( - ) as the first character in a file name.

Thanks Doc... "That does not compute"

I have chatted with Rick (senior TCH tech person) and we have a solution that will work for you. Please submit a help desk ticket and we will let you know via the secure help desk how we can get this resolved. https://ssl.totalchoicehosting.com/billing/...-bin/client.cgi Enjoy the rest of your weekend.

Ok here we go - Ticket #1 - User/Staff Responses mitch 6/23/2003 5:01 P.M. EDIT I couldn't solve your problem because you gave us the incorect login/password combination. Please give us the correct information so we can log into your CPanel and investigate your problem. Please reopen the ticket with the correct information. Thanks, and have a nice day. Mitch Keeler Customer Service Director TotalChoice Hosting Response Time: 14 minutes ------------------------------- Ticket#2 - User/Staff Responses wgkish 6/23/2003 7:31 P.M. EDIT Hi, I was able to log in to your web mail with out issue. We were having issues with mail earlier but this has now been corrected. Also, we will be performing a RAM upgrade to the server sometime on Tuesday. If you need more assistance with any add on email accounts in your next ticket please include the email account and password, otherwise we can not test the account. Regards, Bill Kish General Manager TotalChoice Hosting “Choice does matter!” Response Time: 2 Hours ------------------------------------------------ Ticket #3 - User/Staff Responses rick 7/1/2003 6:24 P.M. EDIT Please reseverve priority 1 requests to cases where your site is completely inaccessible and you suspect hardware failure. We answer all requests as quickly as possible. I have looked at your account. I only have access to the main mail account given the information you gave so I checked it. I was able to send mail using the webmail. I also used Outlook Express to send email through your account. I sent mail both to my TCH account and an outside account. Both arrived within seconds. That said, we have experienced hardware problems with server24 in the past week that may or may not be related. Information about these problems is available in the forums at www.totalchoicehosting.com/forums. We have scheduled replacing the main hard drive on the server for this weekend. If you continue to have problems, please include as many details as possible and the username and password for any particular email account that has a problem and we will look into it further. Also include any emails indicating a failure has occured with all the headers so we can analyze them. Thank you for choosing Total Choice Hosting where choice does matter! Rick rick@totalchoicehosting.com Technical Support Services Total Choice Hosting Response Time: 17 minutes --------------------------- Ticket #4- As indicated in the forums and in an email sent out to all users on Server 24, we are currently replacing a bad main hard drive on the server. We are working to restore service as quickly as possible. We will update the forums at http://www.totalchoicehosting.com/forums/i...=ST&f=45&t=3017 as we make progress. Thank you for your patience. We are currently copying the data from the old drive to the new one. We have replaced the server completely today and should be through soon. Thank you for choosing Total Choice Hosting where choice does matter! Rick rick@totalchoicehosting.com Technical Support Services Total Choice Hosting Response Time: 2 minutes ------------------------------ Ticket #5 User/Staff Responses wgkish 7/6/2003 10:23 A.M. EDIT Hi, I have no idea what the problem is but it we have isolated it to be with your provider. I was able to log in to your webmail and send and recieve, as was rick in another ticket. While we strive to provide the best techincal support we can not provide end user support for non-server related issues, as this case appears to be. I have set up a email account in your cPanel and was able to send and receive using outlook 2000, outlook express and PMMAIL 2000. Your email is working and we have tried our very best to guide you thru the setup, we have even gone so far as to call your satellite internet provider. Regards, Bill Kish General Manager TotalChoice Hosting “Choice does matter!” -------------------------------------- In summation, we have jumped thru hoops trying to help you solve the problems your having with your email client. This problem is not server related as we have explained to you in all your support tickets. As indicated to you in the last of the many tickets we have run out of options, and suggest you contact your ISP. If you would like to cancel I will offer you a full refund of any monies paid, but to call our support lacking isnt fair on your part. I am sorry for any problems this might have caused, but we have been there for you on every ticket, with response times in some cases under 2 minutes. Bill

Destroy

There is an old saying in the underground world. "Security? Whats that" Backdoors are meaningless, 90% of all hacks are done right thru the front door. As you said, update your scripts!

500mb to a hacker? Thats a freakin joke. A real hacker can have 5 terabytes of T3 or OC connected storage in less than 45 minutes. Here is my take. The only secure server is - "A server that is not connected to the internet, powered off, locked in a safe and no one knows the combination, burried 60 feet underground, in a tunnel, in the desert, next to a oil field, in the antartic and the power supply removed." Am i concerned about security? Every day. Do I back up servers? Twice a day. Do i back up my personal sites, every day. Just my two cents worth!

We cant help you guys unless your list your domain names!!!

Agreed - Allowing access to phpmyadmin is not advised.