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Server Changes - Broken Script - Poor Support


mthomas
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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 :lol:

 

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

 

--------------

 

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?

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I do not use WP, but many folks at TCH do. One will be along soon I hope to assist. (moved your thread for better organization).

 

TCH hosting can provide support on issues related to your account and the software/hardware used to maintain your account. But please know that the ticket system can provide no support for installed scripts. It's not designed to do that. Your post clearly shows that Alex was trying to assist, even though it is a 3rd party script that is not working...I thought he was doing a good job of helping you to diagnose and doesn't deserve the bad rap. I know when something stops working it is very frustrating!!

 

Alex was right, these forums are the best place to come for user to user assistance on installed scripts. Sometimes the best source for assistance is the author of the script, or the site where it was downloaded/purchased. You might seek that while you wait for someone to find this thread. :lol:

 

And support was correct about not providing a port list to you, even though your request came from a concern on a legit issue. Goes back to security. Better to find out what part of the script is not working....

 

I was using a script on one of my domains that would help setup wordpress blogs and it just stopped working

 

1) When was the script installed? Has it been working?

2) When did it fail? (do you have a date/time)

3) Have you recently updated your WP? Any new patches, etc that could be interfering with the script?

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