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 Ticket response time..., Is 1 day average? |
 Oct 29 2007, 01:27 PM
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#1
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 Newbie Group: Members Posts: 6 Joined: 28-October 07 From: San Francisco Bay Area Member No.: 49,612  |
Maybe I've been spoiled by my last hosting company, but I opened a ticket at 3am Saturday morning and I've only received 3 total responses, none of which has resolved my problem.
If this was something trivial I wouldn't be as upset, but this is a DNS issue and my site has been down since Friday. The purpose of this initial month was to test to see if I like the hardware and services here at The Planet. The hardware took 3 days to setup and when it was setup they forgot to install a little thing called apache. So I had to open a ticket for that. Now my site has been down for 3 days and every tech I talk to in the live chat says everything in WHM is setup properly and no one in the ticket area can identify why my nameservers are timing out. I went into live chat 5 mins. before starting this thread to see about purchasing enhanced support (maybe then I could get an expeditious response) and I've been sitting here connected with a rep who hasn't said a word since I've been in here (10 mins). Think about that...I couldn't get live support (in the live chat area) when all I was trying to purchase enhanced support! If I was a gifted fiction writer I don't think I could come up with a more comically absurd past week like the one I've been dealing with here at The Planet. So, since I've run out of avenues to pursue I'm posting here in hopes some PR person can stop the hemorrhaging before I forward my domain back to my old server, chalk this past week up to a waste of time and try another dedicated hosting provider. -------------------- Michael Farley
Web Developer / Search Engine Marketer |
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Oct 29 2007, 04:15 PM
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#2
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 SuperGeek  Group: The Planet Staff Posts: 1,696 Joined: 27-December 05 Member No.: 19,248 |
While i'm not a PR person, maybe I can help stop the bleeding.
Can you post your ticket number, so that either myself, or another tech that happens to be at work can grab the ticket and work it to a resolution? -------------------- "The average person thinks he isn't." -- Father Larry Lorenzoni
James Jhurani Managed Hosting http://www.theplanet.com |
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Oct 29 2007, 04:31 PM
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#3
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 SuperGeek  Group: Members Posts: 1,481 Joined: 18-November 05 From: Lake Michigan Member No.: 18,911 |
I'm just a customer, but if you want people on the forum to try and help you, post the details of exactly what is wrong and what you've already tried to fix it.
For example QUOTE he hardware took 3 days to setup and when it was setup they forgot to install a little thing called apache. So I had to open a ticket for that. Now my site has been down for 3 days and every tech I talk to in the live chat says everything in WHM is setup properly and no one in the ticket area can identify why my nameservers are timing out. If you have cpanel/WHM on your server, adding apache is a piece of cake with the WHM "easy apache" script - click three links in WHM and it configures and installs apache and php for you in just a couple of minutes. What does DNSreport, etc. show when you run it on your domain? Can you post one of the sites in question so some of the forum users can try and help, or is it sensitive so can't be asked on a forum? Also you may find the forums at http://forums.cpanel.net/ can be a good resource for searching out a specific problem. -------------------- |
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Oct 29 2007, 04:46 PM
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#4
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Newbie Group: Members Posts: 6 Joined: 28-October 07 From: San Francisco Bay Area Member No.: 49,612 |
QUOTE (jjhurani @ Oct 29 2007, 05:15 PM)  While i'm not a PR person, maybe I can help stop the bleeding. Can you post your ticket number, so that either myself, or another tech that happens to be at work can grab the ticket and work it to a resolution? 4341445PLNT is the ticket number. All help greatly appreciated. QUOTE (Jeff @ Oct 29 2007, 05:31 PM) I'm just a customer, but if you want people on the forum to try and help you, post the details of exactly what is wrong and what you've already tried to fix it. For example If you have cpanel/WHM on your server, adding apache is a piece of cake with the WHM "easy apache" script - click three links in WHM and it configures and installs apache and php for you in just a couple of minutes. What does DNSreport, etc. show when you run it on your domain? Can you post one of the sites in question so some of the forum users can try and help, or is it sensitive so can't be asked on a forum? Also you may find the forums at http://forums.cpanel.net/ can be a good resource for searching out a specific problem. Jeff, I'm very familiar with members helping members as I participate in a number of forums. =) Apache wasn't installed because cpanel wasn't even installed. The domain is eleganceindesign.com and I have the dns report from yesterday (attached word doc). It's claiming lame (non-authoritative) nameservers. I've edited /etc/hosts and /etc/resolv.conf and it appears to be correct, also etc/nameserverips looks correct. Everything in WHM is set and the SoA appears to me to be correct and that was validated by two techs here. The nameservers just appear to time out for some reason. Obviously my domain and nameservers are registered to the IPs at godaddy. What's also funny is when I do a ping from my server I get the IP of my old host. Again, any and all advice would be appreciated.
Attached File(s)
-------------------- Michael Farley
Web Developer / Search Engine Marketer |
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Oct 29 2007, 06:10 PM
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#5
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SuperGeek Group: Members Posts: 1,481 Joined: 18-November 05 From: Lake Michigan Member No.: 18,911 |
No chance it's something ridiculously simple like a software firewall blocking port 53 is there?
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Oct 29 2007, 07:07 PM
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#6
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 Computer Chip Group: Members Posts: 768 Joined: 16-November 02 Member No.: 4,896 |
QUOTE (Jeff @ Oct 29 2007, 07:10 PM) No chance it's something ridiculously simple like a software firewall blocking port 53 is there? Fire wall is possable ............ I would also check and see if there is an A record for the name servers that are being used. -------------------- Total Web International Net Consulting
HillBilly Politics. If all else fails !! [ctrl]+[alt]+[system restore] !! |
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Oct 29 2007, 07:29 PM
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#7
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 SuperGeek Group: Members Posts: 4,856 Joined: 23-May 03 Member No.: 7,754 |
Try
netstat -anlp |grep :53 (to see what, if anything, it is bound to) dig eleganceindesign.com @localhost (to see if the local dns server responds) Assuming its not a firewall named may not even be running. -------------------- John W My personal website with many free security and linux how-to's! Tss -- Live Support! Tweaking, Securing, 24x7 Service Monitoring, Monthly Management, Migrations, Restores, Optimization, LoadBalancer Configuration, Mysql Clusters, Custom Configurations, Consulting. English And Spanish Support! We do it all @ TotalServerSolutions |
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Oct 29 2007, 09:39 PM
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#8
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 Computer Chip Group: Admin Posts: 731 Joined: 19-November 03 From: Dallas, Texas Member No.: 38,683 |
It does appear that this ticket was un-attended for quite some time, I'll bring that up with the support managers. Meanwhile, I've updated your ticket with more information about the dns configuration, and what the issue appeared to be and how it was corrected. Feel free to PM me or any of our staff if you are getting anything less than the highest level of customer service, that is what we are here for.
-------------------- James Erickson
Red Hat Certified Datacenter Specialist Senior Unix Systems Engineer The Planet Internet Services https://orbit.theplanet.com |
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Oct 29 2007, 09:42 PM
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#9
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Newbie Group: Members Posts: 6 Joined: 28-October 07 From: San Francisco Bay Area Member No.: 49,612 |
Thanks for offering some help guys. I got an answer to my ticket just now and let me post in case others have similar troubles in the future:
QUOTE It would appear that the script that allows for the creation of the default named.conf on this version of cpanel has the 'views' setup incorrectly. Thanks James for the ticket update and resolution, I was about to pull my hair out. 
-------------------- Michael Farley
Web Developer / Search Engine Marketer |
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Oct 29 2007, 09:53 PM
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#10
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Computer Chip Group: Admin Posts: 731 Joined: 19-November 03 From: Dallas, Texas Member No.: 38,683 |
After further investigation on cpanel's forums, it appears someone else created a similar solution here:
http://forums.cpanel.net/showthread.php?t=...ight=named.conf -------------------- James Erickson
Red Hat Certified Datacenter Specialist Senior Unix Systems Engineer The Planet Internet Services https://orbit.theplanet.com |
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