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The big topic of conversation today seems to be cPanel themes, so I thought I would give it its own thread.

 

Today, as part of our disk space and bandwidth upgrades on our virtual accounts, we also set all users to the same cPanel theme - x. We realize that many of you were using bluelagoon or monsoon or x2, but we switched to x as the others are less compatible with some features we will be offering in the future. It is also an attempt to streamline the support process - the more standardized everything is, the faster tickets will move.

 

Having said that, we realize that x is not exactly the greatest theme, and it is not our intention to force a cumbersome theme on you forever. We are reviewing our options and will come up with a solution that is agreeable both to you as users and us as admins.

 

As far as cPanel login problems go. If your bookmark to cPanel is pointing to the actual theme you have been using, i.e. your-domain.com:2082/frontend/bluelagoon/index.html, your login will fail. A link directly to a theme that you don't have access to will not work. To ensure that you can access cPanel every time no matter what theme you might have, please set your bookmark to one of the following:

 

1. http://your-domain.com/cpanel

or

2. http://your-domain.com:2082

 

Please post any questions about cPanel themes here, and hopefully the Major Announcements thread can stay happy and cheerful as we all celebrate our upgraded packages and wait anxiously for Ruby on Rails.

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As a Blue Lagoon user, I have to say I will miss it and hope that we end up with something closer to it than x in the long run.

 

But as a TCH customer, I prefer keeping the tickets and problems at a minimum as that helps to keep the costs down, and provide us all with best service possible. With all that Bill (Head Guru) has put on the table lately this is a small thing he is asking of us.

 

Bring on the default template!!! :)

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I agree that an advanced user will get used to the X theme in a short period of time, but I worry about some of our less-technical folk who won't be able to FIND anything using the X theme.

 

I would recommend a theme that has more of a list-style of components with as many components on the top layer as are reasonable.

 

If users can't figure out how to use cPanel then the number of support tickets will also rise because people can't figure out how to make cPanel do what it is supposed to do.

 

The real fault here lies with cPanel, not TCH. cPanel has created a default theme that is clunky and not user friendly. cPanel needs to provide an interface that is more intuitive and easier for neophyte users to use. Ideally, it would include some type of on-screen documentation about each section, such that when you select it or hover over it (or something) you could see a representation of all the features covered in that section.

 

I totally support TCH's policy of trying to make service requests easier by only having one cPanel theme. I recognize that with thousands upon thousands of hosting accounts, the help desk simply can't be supporting multiple themes. As a technical writer, I understand the importance of having a single user interface because it drastically simplifies documentaiton and support. Yay TCH. :)

 

I hope in the end we can find a theme that makes cPanel easier to use, but will still provide the functinality that allows us to make the most of the awesome TCH hosting experience, including using new features as they become available.

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Hmm... would it be possible to officially support a theme, but permit the use of others too? Then if anyone needs help, have them switch back to the "official" theme for help... though the x theme isn't exactly the most user-friendly official theme... :)

Edited by chatbug
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Then if anyone needs help, have them switch back to the "official" theme for help...

 

The problem with this (that I can see) is that the switch must take place through the ticket system. Even now, cpanel users have no access to change the skin and it requires help desk intervention to do it.

 

Ex: in the recent server migrations, accounts with special settings (dedicated ips, etc) had to be reset differently than the ordinary accounts. TCH was a master at moving our account without any problems! Then when everything was done, people like me (sorry folks for being a pain ;) ) requested that the old skin be applied to the account, adding to the work and number of tickets.

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Hmm... would it be possible to officially support a theme, but permit the use of others too? Then if anyone needs help, have them switch back to the "official" theme for help... though the x theme isn't exactly the most user-friendly official theme... ;)

 

The other themes aren't supported by the provider of those themes anymore, that's part of the reason for TCH making this change. This is also why TCH is looking into alternative better layed out themes for the future (see the cpanel theme beta thread).

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I myself hate the new theme. I left previous hosting company to come to TCH where my first account is, firstly because TCH is great, secondly the cPanel was easy to use. Being an IT person, I understand support issues, so having vendor supported software is important.

 

My beef is lack of notification of change. In our organization communication is paramount when making change. Fine announcements in the forums is one thing. But TCH needs to start contacting us by e-mail (it's customers) whenever it makes changes to our accounts (good or bad changes). The cPanel theme change is right up there on the one main weakness that TCH exhibits. Poor communication to customers regarding change to it's systems.

 

Yes, I know that there are thousands of customers, but that is part of doing business.

 

I for one am looking forward to a theme that doesn't treat me like a child with pretty pictures and force me to drill down levels to find the tools I need. As an administrator I don't want cute I want functional and fast.

 

A Happy TCH customer who would like better communication when you make changes and hopefully a new cPanel theme.

 

Todd Van Buren

www.agilityphotos.com

www.agilitymb.ca

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Not to disagree with you, Todd, but there are many reasons why things are announced in the forums instead of email.

 

1. You and I would be surprised at the number of out-of-date emails are on record here. People change emails sometimes more often than their underware so it gets behind. More than once someone has yelled "I didn't get the email" and it's been a rare case that TCH did send emails and theirs was just out of date.

 

2. An update has to be easy and efficient. In most cases announcements are made in forums that can be subscribed to and email notices can be sent based on that. Additionally, a thousand notices of new posting in the announcement thread is easier on the servers than a thousand emails describing the change.

 

3. If an email were sent to every domain then many reseller's clients would be notified that they were hosted on TCH and not Joe's Hosting which is a bad thing they try to avoid for the resellers.

 

4. I'm sure there are other more technical issues than I'm aware of.

 

An email would be great in an ideal world, but there are issues with any way the announcements are made. I can assure you TCH staff hears your complaint and will do anything possible to help... if it exists and is practical.

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This was not a major change and it did not merit sending out a mass notification. This change was made for consistency to support new features such as Fantastico, you lost no function or usability of your service. As for a new cPanel that will come soon and I'm sure there will be some people that don't like it either.

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  • 4 weeks later...
I hate the X theme as much as the next person but give it a chance. Who knows you might even like it once you start to use it.
Ok I have given it a try and I still hate it.
I agree that an advanced user will get used to the X theme in a short period of time, but I worry about some of our less-technical folk who won't be able to FIND anything using the X theme.

I think I would classify myself as an advanced user and I can find my way around x theme, but I still hate the darn thing.

 

Any word on a replacement or option to x theme???

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I bet if you had never seen another theme and came from a non-cPanel host you'd love whatever theme was there ;)

 

cPanel is a nice tool and isn't cheap for TCH to offer so my hat's off to them because I never had it so nice before here. (my comment only - not trying to say anyone else feels differently.)

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