I'm not sure I would refer to it as "cocky" - Rude is the word I would use.
We too have given up on them.
George R. Scocca
----- Original Message -----
From: "Alan Barton" <[EMAIL PROTECTED]>
To: <[EMAIL PROTECTED]>
Sent: Thursday, July 27, 2000 5:49 AM
Subject: Re: [IMail Forum] Fw: "cocky" support
> 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
> >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/
> >
>
> --
> Alan Barton
> IT Support & Development Manager
> St. John's College School
> 73 Grange Road
> Cambridge
> CB3 9AB
>
> Tel: 01223 353611
> e-mail [EMAIL PROTECTED]
> --
> 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/
>
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