Re: [IMail Forum] Fw: "cocky" support

[Mercury Internet Technical Support]

Yeah, but the case is that we are using V.6 templates, and also, we have one
of the hosts configured with the standard set!!, so that should be no
excuse..


----- Original Message -----
From: Randy Sherwyn <[EMAIL PROTECTED]>
To: <[EMAIL PROTECTED]>
Sent: Thursday, July 27, 2000 1:32 PM
Subject: RE: [IMail Forum] Fw: "cocky" support



Perhaps the "tone" was a bit non professional, but in his defense if you
have modified version 5 templates and are running IMail version 6, you need
to change them. While I don't blame them for not supporting modified
templates (how could they, it would be a nightmare), thats probably all he
needed to say.

However, sometimes things can be deceiving cuz we aren't privy to the whole
thread.

>
> 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/te
> mplates6.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.
> > > > >
> > > > >
> > > > >
> > >
> > >
> > >
> > >
>
>
>
>
>
> Please visit http://www.ipswitch.com/support/mailing-lists.html
> to be removed from this list.
>
> An Archive of this list is available at:
> http://www.mail-archive.com/imail_forum%40list.ipswitch.com/
>

Please visit http://www.ipswitch.com/support/mailing-lists.html
to be removed from this list.

An Archive of this list is available at:
http://www.mail-archive.com/imail_forum%40list.ipswitch.com/


Please visit http://www.ipswitch.com/support/mailing-lists.html 
to be removed from this list.

An Archive of this list is available at:
http://www.mail-archive.com/imail_forum%40list.ipswitch.com/