Hmmm... The phrase/clich� "Where there is smoke there is fire" comes to
mind.
I have only contacted Ipswitch's tech support once and they were very
patronizing. It seems that a lot of other people have had similar
experiences so forgive me if I'm not going to file this one under "Email
support being taken the wrong way". I just don't buy into the idea that all
of the people that have had bad experiences with Ipswitch's email support
were taking the email "the wrong way".
----- Original Message -----
From: "Rich" <[EMAIL PROTECTED]>
To: <[EMAIL PROTECTED]>
Sent: Thursday, July 27, 2000 9:24 AM
Subject: Re: [IMail Forum] Fw: "cocky" support
> Quite often, any Email support mail is taken the wrong way. A customer of
> ours sent us a Email saying they we having consistant problems with our
> service. No other explanation. We sent a simple reply for more
> information,
>
> Define the problems for us, so we can help you with the problems.
>
> It was a quick reply to garner more information from the customer, which
the
> customer took as a sarcastic reply. Reading it again, we could see how it
> could be taken the wrong way, but wasn't meant that way.
>
> Not blowing smoke, when we've had a problem we've used the phone and
gotten
> great support from Ipswitch.
>
> [EMAIL PROTECTED]
> http://www.kendra.com
>
> ----- Original Message -----
> From: "Mercury Internet Technical Support" <[EMAIL PROTECTED]>
> To: <[EMAIL PROTECTED]>
> Sent: Thursday, July 27, 2000 4:05 AM
> Subject: [IMail Forum] Fw: "cocky" 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.
> > > > > >
> > > > > >
> > > > > >
> > > >
> > > >
> > > >
> > > >
> >
> >
> >
> >
> >
> > 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:
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>
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