Help Please

[Samrc]

Last night I submitted a help desk ticket, but received no response and no confirmation email.

 

I just turned in another ticket and again, the comment at the top of the screen says

Your ticket has been submitted, an email has been dispatched to the email address provided with the required information to access the ticket status area.

but nothing ever comes. It might be related to the reason for the help ticket in the first place!

 

This is tonight's request for help:

 

Ticket ID:VCF-84555

Subject: email forms do not go through

Message: I tried processing a form from our TCH hosted site with lambert address and my personal address as the person that submitted the form. The lambert address received nothing (should have gotten the submitted form) and this is what I got at the personal address (as part of the confirmation) :  

 

"A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:  xxxxx@lambertusa.com SMTP error from remote mailer after RCPT TO:: host vx1.fdn.com [216.199.46.15]: 554 : Relay access denied" 

 

We have not been on FDN for dns service since October so I'm not sure why that is showing in the error. Since we do not get that error when 3rd party form services are used, it seems to be related to TCH settings. Our emails are handled with a different server than our website. 

 

I checked our domain registration and the dns servers: 

Domain servers in listed order:

NS17.WORLDNIC.COM 216.168.225.147

NS18.WORLDNIC.COM 216.168.225.148

Yet the error code from the form processing cites a different address, an old one. 

 

I attached the response email that shows the error for for reference but here's a snippet.

 

Please know that emails made to the lambertusa.com address go through fine, except when originated by TCH. That may be why my help tickets get lost.....the emails are sent to the wrong place.

 

HELP please! I tried to PM TCH Rick this morning (he happened to be online at the same time I was) about the situation, but did not get a response yet. Might all be related to same problem.

 

Thanks!

 

-Samantha

 

(edited to clear out real email address)

[annie]

Keep for instance a Hotmail or Yahoo address for such occurrences, and use that for when you have e-mail problems.

 

I usually make it a rule to use an address not on the affected domain when I register for a hosting account, domain name. I've sometimes sent tickets to helpdesk with non-registered e-mail accounts.

 

Mail is a service, and it CAN go down.

 

If mail is your problem, I think I'd resubmit with an unaffected e-mail address, and tell them you've submitted a ticket before that you didn't receive a reply for because of the e-mail problems.

[Samrc]

Rick just replied. Resolved! He's the MAN!!!!!!!!!!!! Thumbs Up

 

THANK YOU!!!!!!!!!!

 

Rock Sign

 

If mail is your problem, I think I'd resubmit with an unaffected e-mail address, and tell them you've submitted a ticket before that you didn't receive a reply for because of the e-mail problems.

 

Good idea. Will mark it for reference on my cheat sheet.

 

-Samantha

[TCH-Rick]

Let me know if you have any problems with it. I was at school when I got your PM so was unable to answer right away. I had to be sure all 65 of our teachers got all their grades into the computer correctly so we can get report cards out. That on top of having to get grades together for my own 150 students.

[Samrc]

Between not getting confirmation of the help ticket and having NO internet for more than 7 hours today (and no phones, fax, email) due to lightening strikes in our area overheating our com board, I wasn't really sure you could even reach me with email or PM hence this post.

 

I know you were squeezed for time and have other requests. I just wanted you to know that I greatly appreciate the help you've provided.

 

 

-Samantha