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shawna
Posts: 119
Status: offline
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host server issue - 8/15/2004 13:34:08
Hi
I am having a nightmare here for the last 2 days! In a nutshell, my host had to move a set of servers to a different location and therefore we were assigned a new shared IP address. Apparently when they made the move, it removed all of the FP server extensions needed for my sites. I could not download a site live from IE because when I clicked on "edit with FP" it went directly to the FP editor without prompting me for a username/password. OK, so after the support installing and unstalling and installing server extensions, etc. things still do not work. Finally I have another support person saying that I will probably have to go into each account and manually install FP server extensions. That's a lot of work for me but I'm not complaining because I have to have it.
I tried it on one client account and now that one won't come up online at all - support will need to fix that. I uninstalled and reinstalled the server extensions on one of my own sites and went to download in IE and great - it prompted me for the username and password. I put those in and it brought up FP Explorer but the page is completely blank and it FP Editor opens the page that I was viewing online, but there are no folders - no nothing listed in Explorer.
Before I have a panic episode here, I thought I would ask my friends at Outfront. What the heck do I do ??????
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BobbyDouglas
Posts: 5455
Joined: 5/15/2003
From: Arizona
Status: offline
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RE: host server issue - 8/15/2004 14:00:35
Who is your host?
Do they run CPanel?
Once you get a backup of your files, you need to switch hosting companies. WIth more information about what you have access to on your accounts, I can tell you exactly what to do.
_____________________________
Arizona Web Design - Mr Bobs Web Design in Arizona
The Arizona Web Hosting Challenge
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shawna
Posts: 119
Status: offline
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RE: host server issue - 8/15/2004 14:05:28
Hi - yes they do run Cpanel and WHM
My host is voxtreme.com and I have been extremely pleased with them for the last 2 years. I really don't want to switch hosting companies unless I absolutely have to. I have a great hosting plan with unlimited domains.
I have a backup of all of my sites. I usually work live and then republish back to a harddrive that I keep everything on.
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BobbyDouglas
Posts: 5455
Joined: 5/15/2003
From: Arizona
Status: offline
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RE: host server issue - 8/15/2004 15:13:18
Well voxtreme is a very good company & Matt does a great job running it.
I remember that they recently moved to the Pegasus DC which was a PAIN for everyone.
I am suprised that they are not taking better care of you. I have not heard about any problems at all about changing a server's IP having any effect on FPSE.
Can you restore the cpanel backup on the site and see if that fixes the problem?
_____________________________
Arizona Web Design - Mr Bobs Web Design in Arizona
The Arizona Web Hosting Challenge
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shawna
Posts: 119
Status: offline
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RE: host server issue - 8/15/2004 15:53:30
I'm glad that you have good things to say about Vox because I really am happy with them. And I realize this is not their fault.
Can you tell me how I restore CPanel? Do I login to my main account to do that in Cpanel or do it in WHM? I have never done that before. Thanks Mr. Bob!
The one man did say he thought I would have to install FP extensions into each account. I have about 60+ domains on there!
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BobbyDouglas
Posts: 5455
Joined: 5/15/2003
From: Arizona
Status: offline
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RE: host server issue - 8/15/2004 17:25:45
You need to submit a ticket to their helpdesk, and ask them to restore all accounts before the move (or when they were working).
CPanel has a backup feature that will generate/download an entire home directory. Log into Cpanel, then click the backup link.
Vox should have daily backups that they can restore for you after you submit a ticket. Just tell them all of the accounts that need to be restored.
Have you checked their forums yet for info about other people having this problem?
I bet it would be a lot easier if they just fixed the problems on each account. You should just ask them to fix the problem. If they say you can do it yourself by re-installing FPSE, just ask them to revert back to a backup of the accounts.
_____________________________
Arizona Web Design - Mr Bobs Web Design in Arizona
The Arizona Web Hosting Challenge
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shawna
Posts: 119
Status: offline
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RE: host server issue - 8/15/2004 17:44:19
I submitted a help ticket late Friday evening. They said they installed the se and they should be working but they are not and I have been going back and forth with them since yesterday morning.
I have sooo many updates to do for people tomorrow and I have lots of things to fix that got screwed up with the moving of servers and 3 new clients I wanted to start and have spent the entire weekend with this mess. I am so upset.....
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BobbyDouglas
Posts: 5455
Joined: 5/15/2003
From: Arizona
Status: offline
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RE: host server issue - 8/15/2004 18:02:49
That's a poor response/service on their part. Unless you keep messing something up, but it doesn't sound like you are doing that..
If they are not going to help you, and you still cannot figure it out, I don't mind helping you with it. The server IP shouldn't have any change on FPSE.
If you want to chat you can add either my AIM/MSN in my profile.
_____________________________
Arizona Web Design - Mr Bobs Web Design in Arizona
The Arizona Web Hosting Challenge
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shawna
Posts: 119
Status: offline
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RE: host server issue - 8/15/2004 18:55:08
I think they are overwhelmed with all the problems it has caused for people.
The weird thing about this is: On the domains that I uninstalled and then reinstalled the SE, I can open up FP and then open my backup copy and publish it to the domain. Then I close FP and try to download using IE and it will prompt me for the username/password, but nothing downloads. Editor window will show the page I was viewing when attempting the download, but Explorer side is totally empty, blank, zilch. So I cannot update that way and I really like to update live most of the time because sometimes I have people on the phone waiting to see something, etc.
Let me see what happens in the next couple of hours and I may take you up on your offer. I just sent in more info on my trouble ticket including what you said about restoring the backup accounts.
Thanks for your help and I will keep you updated.
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shawna
Posts: 119
Status: offline
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RE: host server issue - 8/16/2004 9:37:43
Hi Bobby
Wanted to let you know that I manually went into each of my domains and uninstalled and then reinstalled the server extensions. Things seem to be working ok now since I did this. They had never had an answer and whatever they were doing was not working. I noticed a lot of forms on several sites were not functioning at all because the extensions were not on the sites so once I did this, everything seems to be ok. It took awhile and I was pulling my hair out all weekend and I HOPE this never happens again. It was horrible. Thanks for your offer of help - I realy appreciated it.
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