The collective intelligence of this list goes much further than support ever
could, so the issue is irrelevant.
Just be thankful that people like LEN and the others have the patience to
put up with some of the (same, repeated, but often rephrased) questions
asked here. In reality, I cannot think of many companies that have good
free support. In defense of IPSwitch -- they provide almost the exact level
of support I have seen from other companies: limited free support.
Call MS sometime and ask them for free support for NT server 4.0. They will
very politely tell you that each "incident" will be charged to your credit
card at the rate of $300\incident. Does IPSwitch offer "paid" support? If
yes, maybe worth it for those of us who really need quick, quality support.
If no, maybe time to look for a mail server program from a company which is
more support-intensive.
Obviously just another opinion.
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]]On Behalf Of Mercury
Internet Technical Support
Sent: Thursday, July 27, 2000 8:05 AM
To: [EMAIL PROTECTED]
Subject: Re: [IMail Forum] Fw: "cocky" support
You're right, i have spent 2 years providing Tech Support to my customers...
but the reply from this particualr engineer after only a 2nd message wasn't
exactly helpful.
He didn't investigate the problem at all, he just chose an excuse.
The standard templates were installed anyhow.... and the problem is a damn
period character that the Web Admin interface just wont take.
Thankfully I have now received a more polite approach from Tanya Martin
sounding as if she'll make an effort.
Alex
----- Original Message -----
From: Rich <[EMAIL PROTECTED]>
To: <[EMAIL PROTECTED]>
Sent: Thursday, July 27, 2000 4:24 PM
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
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An Archive of this list is available at:
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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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Please visit http://www.ipswitch.com/support/mailing-lists.html
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