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| Posted by kejdis, 01-08-2006, 08:21 AM |
| I am recently using Bliksemhosting. I am content with their costs but I am dissapointed with their support.
They said that had Frontpage Extencions, but each time I try to use it, it doesn't work. When I contact Bliksemhosting techs they say to me to contact the third party. I have the same problem with Mambo Open Source Managment and I get the same reply to contact the third party.
I am frustrated with this and I do not know what to do. I contacted the third party and I haven't gotten any reply. I doubt that these softwares are not well installed in their service, because the problems I have accured since the first time I tried to use Mambo or Frontpage.
I do not know what to do now, as I am stucked.I like Bliksemhosting but I am thinking to change the company. What would you suggest?
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| Posted by AcidNet, 01-08-2006, 10:11 AM |
| Just checking,
Have you enabled frontpage extensions in you're CP?
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| Posted by BlikWerk, 01-08-2006, 11:10 AM |
| Hello,
Just to confirm, our support when it comes to FrontPage is to assure that the extensions are installed and properly working on our servers. This was done. Frontpage is 3rd party software so any issues arising from using this 3rd party software must be directed to them.
I am familiar with your tickets and am a bit surprised at your comment that you are not satisfied with our support when we have answered multiple requests (most within 30 minutes or less) for various issues ranging from general how to's to 3rd party scripts.
However, this issue (Frontpage) requires you to seek support from them for their software as we have already confirmed that the extensions are properly working on our server. You have a specific error not attributed to the extensions not working properly on our server.
Your Mambo issue was already adressed as well and we gave you the error that the script was generating.
As per our TOS, we do not directly support 3rd party scripts, and although we will try and point you in the right direction, we cannot offer you direct support for it.
You were also advised to post your issue on Bliksterhq.com where other users and techs are happy to assist for 3rd party issues during off time.
Thank you.
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| Posted by ScottJ, 01-08-2006, 11:53 AM |
| I dont see how mambo could not be working. Its one of the easiest scripts to install and it pretty much works everywhere. I would use Fantastico to install it (if your host offers it).
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| Posted by kejdis, 01-08-2006, 02:01 PM |
| BlikWerk,
I can understand how you can feel as you represent Bliksemhosting, but I want you to see my part as your client also. I am sorry if I didn't express myself well as it was not my intention to give the impression that your techs are not supportive. I am very content that the communication with you guys is very quick. But with my situation I am stucked and tired as I have been trying for days now to fix this problem with Mambo and Frontpage. You know that time is crucial in business. That's why I said that though I like Bliksemhosting, I do not know if it was better to change the company because time is ticking away and my problem is still unsolved.
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| Posted by ldcdc, 01-08-2006, 03:19 PM |
| I'm afraid Bliksem is right. It really is up to you to debug the scripts you're using. As long as the server has everything installed properly, Bliksem has done its side of the job.
Most of the time I've been able to locate helpful tips via Google for most problems I had with Mambo/Joomla. Searches at the Joomla and Mambo forums have also proved helpful. One must keep in mind that this software comes for free, so support of any kind comes "as is".
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| Posted by kejdis, 01-08-2006, 03:39 PM |
| Thank you ldcdc,
It is a good suggestion to try with google. I hope I will find some helpful tips.
I didn't know that i needed to debug script myself, I assumed they were already debuged. I am not a technician but maybe I need to become one
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| Posted by ldcdc, 01-08-2006, 04:01 PM |
| Hehehe! Yes, they are, but there's no software without bugs or some type of issues.
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| Posted by cartika-andrew, 01-08-2006, 04:03 PM |
| Dan of course is correct, open source software is free and typically support for these scripts is (DIY) do it yourself.
If you rely on this script for business, and time is money - why not look for hosts that support these 3rd party scripts. Obviously this will cost more then straight hosting services where the only assurance you will receive is that the servers are configured properly. However, if you rely on these scripts for business, and you need application specific support, there are many companies that specialize in supporting these applications.
May I ask what error you are seeing with mambo?
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| Posted by kejdis, 01-08-2006, 05:04 PM |
| Mambo is not the only problem I have. I have only tried Mambo and FrontPage extensions so far and none of them works. I hope there are no other problems
The business part of using Mambo is that my clients will like it.
The problem with Mambo seems very simple to me. I uploaded a picture and when I was about to insert it in the article I got Internal Server Error. The tech support identified the problem and this is it:
[Sun Jan 1 15:32:13 2006] [error] [client 80.80.166.129] mod_security: Access denied with code 500. Pattern match "\\\\.\\\\\.\\\\.\\\\/\\\\.\\\\./\\\\.\\\\." at POST_PAYLOAD [hostname "uauweb.com"] [uri "/mambo/administrator/index2.php"]
I am not used of dealing with errors for more than one day. It is time and energy consuming. I am ready to quit and continue my webhosting company without FrontPage extensions and Mambo.
Thank you all guys
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| Posted by cartika-andrew, 01-08-2006, 05:10 PM |
| Well, you absolutely CANNOT blame your hosting company for this. This isnt a mambo issue nor is it a server issue. Your file name is triggering mod_security (and believe me, you dont want to be on a server that doesnt have these mod_security rules)
Please delete your image and rename it, then re-upload it. Please make sure you do not include any excessive dots (ie imagename..jpg) and make sure you dont have any unusual symbols in the image name (ie / or \ or ^, etc....)
hope this helps....
***Edit - not necessarily related to this issue, but, make sure you use lower caps in your image names with mambo - specifically in extentions (ie - use image.jpg instead of image.JPG) - not a huge deal, but I often see issues with image extensions in caps -
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| Posted by kejdis, 01-10-2006, 07:59 AM |
| Thank you very much carticahosting. This was all the support I needed.
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| Posted by Plexi_Hosting, 01-10-2006, 09:37 AM |
| Great to see that you were helped. A lot of times Google or forums will be much more help, especially when that help is not within the confines of the services your provider is obligated to give per their terms.
That said, I've run into many varying degrees of service in my time. There are hosts who will bend over backwards, even when outside of their obligations and there are others who absolutely will not break the confines of the exact terms they specify. It is their call either way, and neither is wrong in my book. A lot of times the one who will not flex from their terms and offer help on third party scripts and such will end up overextending themselves to many clients who expect it after a while.
It is nice to get oodles of help you aren't supposed to get, but sometimes it is good to know your provider is ready to answer the questions within their terms very quickly and with great knowledge.
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| Posted by Plexi_Hosting, 01-10-2006, 10:24 AM |
| Mistyped, too late to edit:
Meant to say that the one who WILL flex from their terms and offer help on third party scripts and such may end up overextending themselves to many clients who expect it after a while... oops!
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| Posted by Biju, 01-10-2006, 10:51 AM |
| They are good host, well what you have to see whether you installed them correctly.
or do one thing ask mambo too on this connections.
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| Posted by cartika-andrew, 01-10-2006, 03:21 PM |
| Well, I must comment here. Even though I have posted that there is not much the host could do and that this is the customers responsibility to work through, I often find it humerous that hosting companies simply reply to a ticket with a snippet from logs and expect customers to understand that. This was a really basic request and it obviously caused the client no end of grief. All that had to be done was a 2 line response explaining what that snippet meant.
I dont think this is outside the confines of what a hosting company supports. I think this is just good vs bad support...
This same client just pm'ed me with very similar issues he was having - and from the hosts response, I could help him resolve it, but seriously, copying and pasting logs isnt support - at least not by my definition anyway....
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| Posted by BlikWerk, 01-10-2006, 03:39 PM |
| Just to clarify something here, we did not simply paste a snippet of code from the logs and expect the client to understand. The response to this certain issue was a four paragraph reply. We sent several replies to the client answering all questions about what was triggering the error and simply advised the client that further support in terms of finding a work-around should be directed to the script maker.
I hardly find it fair that you would say:
based on a PM with just a "snippet" of information.
We are very clear about what we offer support for and we do not offer support for 3rd party scripts. We also provide a forum where staff members and fellow Bliksem clients are happy to assist with 3rd party scripts or unsupported issues.
However, our help desk maintains an average 30 minute response on valid support requests. To clutter the desk with requests that are not supported detracts time and attention from clients with valid requests. And, as the numerous positive reviews on this forum will attest to, we provide a stellar level of support.
We did far more than just "copy and paste logs" and without firsthand knowledge of what actually transpired via the help desk throughout various tickets, you are in no position to comment on the level of support we provide.
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