Personally, I have given up with Ipswitch support because you either get a very tearse
reply, none at all or a 'go away, don't bother us' reply. So far I have managed to
work problems out for myself.
---------- Original Message ----------------------------------
From: "Mercury Internet Technical Support" <[EMAIL PROTECTED]>
Reply-To: [EMAIL PROTECTED]
Date: Thu, 27 Jul 2000 14:04:33 +0200
>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
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>
>An Archive of this list is available at:
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>
>
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>
>An Archive of this list is available at:
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>
--
Alan Barton
IT Support & Development Manager
St. John's College School
73 Grange Road
Cambridge
CB3 9AB
Tel: 01223 353611
e-mail [EMAIL PROTECTED]
--
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