Support Ticket Examples:
Q: I am getting an "Internel Server error" while trying to post messages in my forum. It just started this morning. Is there anything wrong with the server?
A: After researching this, I found that one of the recent security installations on the server was blocking a certain set of character inputs. I have removed this specific restriction and tested your site and everything appears to be working properly at this time. Please confirm this at your end and let us know if you have any other issues.
Q: My subdomain stats have not updated since the 10th. Let me know what is going on?
A: I have run the necessary scripts to update your stats. Please confirm this at your end. If the problem still persists please send me your cpanel username/password so that I can check this at my end. We can easily add a cron to correct this issue so that you never run into this again. Have a good day.
Q: I set up this account for www.my-new-domain.com a couple of months ago, but have been having issues getting the store moved from www.my-old-domain.com to the new server. If you folks could migrate the store for me it would be greatly appreciated.
A: I have copied over the files and the corresponding database to www.my-new-domain.com. I have also made the necessary changes so your cart is working perfectly now. You can view this using the url www.my-new-domain.com/cart/. Please let us know if you have any further questions.
Q: I am getting these errors spiradically.
mySQL query error: SELECT f.*, c.id as cat_id, c.position as cat_position, c.state as cat_state, c.name as cat_name, c.description as cat_desc,
c.image, c.url, m.member_name as mod_name, m.member_id as mod_id, m.is_group, m.group_id, m.group_name, m.mid
FROM ibf_forums f, ibf_categories c
LEFT JOIN ibf_moderators m ON (f.id=m.forum_id)
WHERE c.id=f.category
ORDER BY c.position, f.position
mySQL error: Got error 28 from table handler
mySQL error code: Date: Wednesday 13th of October 2004 02:09:50 PM
Seems to clear up when I clear my browser cache and restart my browser though. Any ideas on what could be causing this?
A. The error 28 with mysql is associated with disk space issues on the server. I found that all the drives had enough space and mysql was working fine. I checked the issue further and found that the /tmp directory was corrupt. I got input/output error with files inside /tmp. Mysql could not write anything to /tmp. I umounted and recreated the /tmp directory and that seems to have solved the issue. Your forum is working fine now. Please confirm this at your end and let us know if you require any further assistance.
Q: My client is not getting the form through the email. The emails are definately working otherwise. Just not when we do it through the form mail. Could you please find out what is going on. Try changing the email address to send to you to make sure that it is going through and then once fixed back to what i have it set at now. It says it worked when you hit submit but they never get anything. It works on my other sites but not this one.
A: I found that your formmail is sending mails to the inbox of email@email.com properly. Additionally, I also found that you do not use our mail server. The MX entries for your domain points to a different IP. In this case, we have to remove your domain name from the /etc/localdomain file so that the formail do not deliver it locally. I have also added your domain name to a script that checks and removes your domain name from /etc/localdomain if present. I hope my explanations were helpful for you. Have a good day.
Q: Every time I try and click on the Auto Intsaller link in the CPanel, I get the following error:
"PHP script /usr/local/cpanel/ base/ frontend/ ezcpanel/ autoinstaller/ includes/ enc_restrictions.inc.php is protected by SourceGuardian and requires file ixed.lin.4.3.9.pxp.
Please read SourceGuardian protected scripts manual."
Is there any way to correct this. I'm thinking I may have done something to it myself as I'm rather new to the web design scene. Please help !
A. The autoinstaller (fantastico) software was upgraded recently. I found that the "ixed.lin.4.3.9" file used by the fantastico was corrupt. I have replaced the files and have updated everything. The autoinstaller is working fine now. Feel free to contact me back if you have any further questions.
Q: Every time I try to use any of the e-mails on my acccount for the past several days, it gives me a "session timeout" message and makes me log back in even when I've only been on an account for a matter of minutes. Is there a way to set the timeout time so it is longer?
A: I found that there was a cron that removed the files from the /tmp directory every minute. I have disabled this cron so that the session files will not be removed. This will allow you to make use of your webmail without any timeout issues what so ever. I apologize for the inconvenience. Please let us know if everything is working fine now.
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