Hi, I have been a TCH customer for a while now with several accounts and never had much issues but a couple days ago one of my scripts stopped working. Thinking maybe it was me I took it down, reinstalled and still got the same error so I decided to ask TCH support for some help. Here is that conversation which lead me to posting here in the "open discussion" forum, the spot I am told to get help for my script problem....... (I am thomas and Alex is TCH Live Support in the conversation below)
thomas: Hi Alex
Alex: Hi Thomas
thomas: I was using a script on one of my domains that would help setup wordpress blogs and it just stopped working.
thomas: Wondering if yo uguys changed something
thomas: I get a connection was reset error
Alex: May I know wich script is using for that
thomas: what do you mean? what do you need? domain, dir?
Alex: Domain and the script name
thomas: mysite-removed-from-public-view.com and the script runs from a admin panel so you wont be able to access it
thomas: do you need more info?
Alex: is the script is working on any specific port ?
thomas: um not sure I dod not write it...I can see if I can figure it out
thomas: you guys start blocking some new ports in the last couple days?
Alex: yes, that is only change made on the servers
thomas: ok will you be able to open them for me or will the script need to be changed if I determine that is the cause?
Alex: If it is not a hramful port, we can consider that,
Alex: nope
thomas: ok can you tell me which ports where blocked so I can speak with the author of the script about it
Alex: sorry, wrong window
thomas: np
thomas: port 80 one of them?
Alex: port 80 is always open, it is apachecport
thomas: how about 443
thomas: i am just going through the code
Alex: checking,
Alex: domain is
thomas: k and i see 8080 and 80
thomas: mysite-removed-from-public-view.com
Alex: ok, the port 80/8080 opened
thomas: cool one sec let me try it
thomas: nope still an instant "the connection was reset" error
thomas: is 443 open?
Alex: 443 is open
thomas: hmm anything else you can think of that could be going on......weird it just stopped working.....guessing it is someting changed oin your side
thomas: what ports where closed?
thomas: how about 110?
thomas: and 33
thomas: ?
Alex: port 110 is opened. Please make user that on which port the script is working
thomas: sorry dont understand?
thomas: was 110 already open or did you just open it?
Alex: port 110 is the pop3 prt and it is alrady open. Please make sure that on which port the script is working
thomas: yea i went through all the code...the only other port mentioned is 33
thomas: is it open?
Alex: it is not opened
thomas: can it be
thomas: must be it
Alex: shall I confirm that the port you needed is 33 ?
thomas: yes
thomas: seems to be the case
thomas: was it recently closed?
Alex: please test noe
Alex: * now
thomas: ok 1 sec...thx
thomas: nope same error
thomas: sure nothing else changed over there....I dont see any other ports in the code
thomas: was running fine and it runs fine on other hosts so......
Alex: where is the location of the script
thomas: WPMAn
thomas: is the dir
thomas: can you monitor the script as I execute it to see where it stops?
Alex: script name?
thomas: well its a bunch of them, not sure which one is called when it breaks....admin.php possibly
thomas: can you just watch the script execute?
Alex: ok, user/pwd plz
thomas: for the script or my site?
Alex: for accessing the WPmanager
thomas: i can give it to you but there are a ton of options you owuld need to read the manual to test it probably
thomas: cant i just run the test
Alex: pk, you do one thing
Alex: please post the issue on our family forums at http://www.totalchoicehosting.com/forums/
Alex: there you can get the 3rd party software support
thomas: ok is it possible for you to give me a list of ports that where closed in the last 2 days as well as any other changes?
Alex: I am sorry
thomas: is it just not available or against policy to tell me?
Alex: the list of closed ports cannot be given due to security issues
thomas: but nothing else changed right? I just want to make sure I should just be looking for port errors.
Alex: it may be some thing other than port . please post the issue on our family forums at http://www.totalchoicehosting.com/forums/ , there you can get the 3rd party software support
Alex: Thanks
thomas: ok thanks...the response time fast there? I need this fixed asap or I will just need to move all my sites to another host.....wish you guys would notify us of changes to the servers
thomas: response time in the forum quick? less then a couple hours?
Alex: of course
thomas: where is 3rd party support....dont see it
Alex: you can post in open discussions
thomas: are you kidding.....this is pretty bad support you know.....45 minutes to be refered to your forum
thomas: there a manager?
Alex: I am sorry, I have chcked all the possibiities to resolve this. Even thoiugh this help desk is not providing support for 3rd party software/scripts
Alex: Manager is not available right now
thomas: yea not blaming you just saying its kind of stupid.....you have been helpful
thomas: going to post my script problem next to "For those interested Steve Erwin is dead" .... hahaa almost laughable
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So anyone have an answer to fix this issue?
Know what could of changed on the server so I can work out a fix?
What do I need to provide to get help?
Is this really the right place to get help with this?
