[IMail Forum] Fw: "cocky" support

[Mercury Internet Technical Support]

Hi Guys,

I received quite a "cocky" response from one of the Support Engineers at
IPSwitch, check out the 3rd message down.... Has anybody had a similar
experience with their support team...

Needless to say that i have not yet had a reply to my replies.

Also, the problems that i describe, has anyone else come across similar
issues?


Alex Laderman
Technical Manager
Mercury Internet, S.L.

----- Original Message -----
From: Alexander Laderman <[EMAIL PROTECTED]>
To: <[EMAIL PROTECTED]>
Cc: Jason <[EMAIL PROTECTED]>
Sent: Thursday, July 27, 2000 1:00 PM
Subject: Fw: [IMail Server 6.0.2] Jason Godwin [T2000072101BA]


Dear Chris,

After seeing the test host you may have added to our mail server, I
proceeded to test with similar input to the ones you have used.

The "Invalid Top Directory Name" error message appears because the directory
name has a "." character, i.e. "c:\imail\mail\testing.com". If one does not
use a dot in the path, the host is added.

The command line utility "Adddomain.exe" does not have this restriction, and
the documentation doesn't say anything either.

We have looked through the vh_add.html file, but it appears as though the
checking for this "." is handled by a CGI, and hence we cannot fix this
ourselves.

There is an added problem though, that also affects the IMAIL Administrator,
which is that the String Value "AuthDatabaseDLL" is not added to the
registry when you add a domain. Adding domains with the command line utility
works fine though. This is a major problem because that entry is what makes
the vhost use a ODBC connection for it user database.

When will you be releasing an update to resolve these issues?

Regards,

Alex Laderman
Technical Manager
Mercury Internet, S.L.



----- Original Message -----
From: Jason Godwin <[EMAIL PROTECTED]>
To: Alexander Laderman <[EMAIL PROTECTED]>
Sent: Thursday, July 27, 2000 12:33 PM
Subject: Re: [IMail Server 6.0.2] Jason Godwin [T2000072101BA]




Alexander Laderman wrote:

> Dear Chris,
>
> We have two versions of the templates installed. According to your
> documentation one can have a different set of templates for each virtual
> host, and this is the case. The modified versions are installed on most
> hosts (because they look a lot better!!!), but we have set up a another
host
> with the standard Ipswitch templates. The product's documentation actually
> states that the customer is free to modify the templates, in fact the
manual
> dedicates a whole chapter to this issue, check page 268.
>
> The error message we receive using both sets of templates is the same,
> "Invalid Top Directory name. Host can not be added". So we believe it is
not
> the modified template that is causing the problem.
>
> For instance, to add "testing.com", we follow these steps, replicate to
see
> for yourself:
>
> 1. We go to http://www.mercuryin.es .
> 2. In the appropriate field we enter username as: "[EMAIL PROTECTED]"
and
> password as: "mirage", account which is configured as an Imail System
> Administrator.
> 3. Once logged in, it is clear that we are using the STANDARD V.6
TEMPLATES.
> 4. We hit the "Virtual Hosts" link.
> 5. We click the "Add" button on the left.
> 6. We enter only the relevant details, leaving the rest as default:
>
>     Official Host Name:    testing.com
>     Top Directory:         C:\Imail\mail\testing.com (we have also tried
> using relative paths)
>     (Virtual Address selected)
>
> 7. We then click the "Save" button.
> 8. This error message appears: "Invalid Top Directory name. Host can not
be
> added".
>
> Please investigate in more depth as to the cause of the problem. The Web
> Administration interface was one of the main features we chose IMail for.
>
> Also, we have not yet had a answer in regards to the "password locking"
> problem.
>
> Regards,
>
> Alexander Laderman
> Technical Manager
> Mercury Internet, S.L.
>
> ----- Original Message -----
> From: <[EMAIL PROTECTED]>
> To: <[EMAIL PROTECTED]>
> Sent: Wednesday, July 26, 2000 4:01 PM
> Subject: Re: [IMail Server 6.0.2] Jason Godwin [T2000072101BA]
>
> Look I am not going to waiste 10 more e-mails with you about this, you
need
> to replace all templates with the default version 6 templates. When I
logged
> on to that virtual site there were no options to do anything and the
> templates were version 5. There are no known issues with the software
doing
> this so it's either the templates or something on your computer is screwed
> up. Install the Default 6 templates and when I try to go back to the
primary
> page it should look accordingly and say version 6 web messaging when I get
> to the main screen. I have linked the 6 link. Extract the files to your
> Imail web folder and any other host folders that have a web folder in them
> as well.
>
ftp://ftp.ipswitch.com/Ipswitch/Product_Support/IMail/templates/templates6.z
> ip
>
> Chris Salvati
> Tech Support Engineer
> http://www.ipswitch.com
> ____________________________________________
> Visit our Knowledge Base at
> http://support.ipswitch.com/kb/
> for answers to common questions.
>
> Sign up for one of our discussion email lists at:
> http://www.ipswitch.com/Support/mailing-lists.html
> We offer a separate list for IMail, for WS_FTP Pro
> and for WhatsUp Gold.
> ____________________________________________
> Need a Product Manual?
> www.ipswitch.com/downloads/manuals.html
> ____________________________________________
> ----- Original Message -----
> From: <[EMAIL PROTECTED]>
> To: <[EMAIL PROTECTED]>
> Sent: Wednesday, July 26, 2000 5:58 AM
> Subject: Re: [IMail Server 6.0.2] Jason Godwin [T2000072101BAZ378722]
>
> > Sender          : [EMAIL PROTECTED]
> > Tracking Number : T2000072101BAZ378722
> > Pool            : IMail Support
> > Sent to         : [EMAIL PROTECTED]
> > Date            : 7/26/00 5:56 AM
> > ---
> >
> > I did use the standard template - - try jason%jasontest.com and password
> mirage
> > - still doesn't work.
> >
> > [EMAIL PROTECTED] wrote:
> >
> > > I did manage to add a virtual host. The templates you are running are
> > > modified and we do not support that type of configuration. Use the
> default
> > > templates for Imail then try again. You can get the default templates
> from
> > > our website. Simply do a search for web templates. Download the
default
> 6
> > > templates. Extract the templates into your Imail Web folder then try
> again.
> > > Back up your current web folder before you do this or you will loose
all
> of
> > > your current templates.
> > >
> > > Chris Salvati
> > > Tech Support Engineer
> > > http://www.ipswitch.com
> > > ____________________________________________
> > > Visit our Knowledge Base at
> > > http://support.ipswitch.com/kb/
> > > for answers to common questions.
> > >
> > > Sign up for one of our discussion email lists at:
> > > http://www.ipswitch.com/Support/mailing-lists.html
> > > We offer a separate list for IMail, for WS_FTP Pro
> > > and for WhatsUp Gold.
> > > ____________________________________________
> > > Need a Product Manual?
> > > www.ipswitch.com/downloads/manuals.html
> > > ____________________________________________
> > > ----- Original Message -----
> > > From: <[EMAIL PROTECTED]>
> > > To: <[EMAIL PROTECTED]>
> > > Sent: Friday, July 21, 2000 10:20 AM
> > > Subject: [IMail Server 6.0.2] Jason Godwin [T2000072101BAZ376147]
> > >
> > > > Sender          : [EMAIL PROTECTED]
> > > > Tracking Number : T2000072101BAZ376147
> > > > Pool            : IMail Support
> > > > Sent to         : [EMAIL PROTECTED]
> > > > Date            : 7/21/00 10:19 AM
> > > > ---
> > > >
> > > > Name:  Jason Godwin
> > > > Address: [EMAIL PROTECTED]
> > > > Product: IMail Server 6.0.2
> > > > OS: Windows 2000
> > > > Serial Number for Registered User: IU-600762
> > > > Problem:
> > > >
> > > > Hi !
> > > > We've just migrated from netscape messaging to your product due to
> better
> > > > anti-spam control and we're having some problems with the web-based
> admin
> > > > options.
> > > >
> > > > Problem 1) - we cannot seem to add a virtual host via the web
> interface
> > > > although the command line utility works fine.
> > > >
> > > > Problem 2) - when we want to change a password it often returns us
to
> the
> > > > main page asking us to log back in. If we manage to actually get to
> the
> > > > password screen it often says that the record is being changed by
> someone
> > > > else and try again later (even if its not)
> > > >
> > > > If I gave you a username and password with admin rights could you
have
> a
> > > > look at our configuration please. This is a production server so
> please
> > > > take upmost care !
> > > >
> > > > webmail url -  http://pop.mercuryin.es
> > > > username - jason
> > > > password - mirage
> > > >
> > > > Best regards
> > > >
> > > > Jason Godwin
> > > > Managing Director
> > > > Mercury Internet SL
> > > >
> > > >
> > > >
> > > > --
> > > >
> > > > Ask A Tech Version 1.6 98-11-11. (c) 2000 Ipswitch, Inc.
> > > >
> > > >
> > > >
> >
> >
> >
> >





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