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

[Mercury Internet Technical Support]

that's right..

And BTW... i did email back as you said, but have not yed had the problem
resolved, nor did i get a reply from the original technician... the message
explaining about the dot character, I wrote myself, just adding to the
previous message...

Thankfully Tanya Martin, has now checked that this is looks like a
discrepancy with the way IMail Administration tools should work, and is
having the issue forwarded on to the developers...

I don't have a problem with that... I think that is the obvious way to
go...(as long as they also sort out the "AuthDatabaseDLL" registry entry
problem too...)

What I was upset about was the fact that the original techy was not willing
to investigate any further after just 1 reply!

Alex Laderman
Technical Manager
Mercury Internet, S.L.

----- Original Message -----
From: Alan Barton <[EMAIL PROTECTED]>
To: <[EMAIL PROTECTED]>
Sent: Friday, July 28, 2000 9:46 AM
Subject: Re: [IMail Forum] Fw: "cocky" support


ATTITUDE - that's what people are yapping about. If you go to a business and
they give you bad service or in this case attitude, do you go back? Of
course you don't. You go somewhere else don't you? And why is that? Because
some of us expect to be treated as human beings who need advice from people
who are supposed to know.

---------- Original Message ----------------------------------
From: "frank bone" <[EMAIL PROTECTED]>
Reply-To: [EMAIL PROTECTED]
Date: Thu, 27 Jul 2000 22:41:22 -0400

>Just because you get one lousy response from a tech does not mean you can't
>just e-mail again in which case you did e-mail back and wow your problem
was
>solved. Did you ever read the manual? It does not say a word about creating
>a domain with a . in it would give you a problem. So who can you blame on
>this the tech or the dovelopers? I just don't understand what you are
>yapping about here.
>
>----- Original Message -----
>From: "Dooz L Owings" <[EMAIL PROTECTED]>
>To: <[EMAIL PROTECTED]>
>Sent: Thursday, July 27, 2000 2:42 PM
>Subject: Re: [IMail Forum] Fw: "cocky" support
>
>
>> I think ipswitch does very well, I will have to admit that at time I had
>trouble dealing with them but when I sat down and looked at it closely the
>programers have made it simple.. I think ipswitch refers to Imail as the 20
>min. email solution well they are right.. I mail flat out works. If there
is
>a problem then more often than not it is on the end of the administrator..
I
>think is what happend is Ipswitch has some kick A$$ programers and a
>techsupport crew that just shows up for the check. Dont get me wrong I know
>some of the techs are great and good for them but it is the bad apples that
>are messing up a good thing..
>>
>>                            Dooz Owings
>> ---
>>     **********************************************************
>> There are 3 types of people in life, those who make things happen, those
>who
>> watch things happen and those who can't figure out what happened!  Have
>fun
>> scratching your head on the sidelines.
>>     **********************************************************
>>
>> On Thu, 27 Jul 2000 10:54:39   George R. Scocca wrote:
>> >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:
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>> >> >>
>> >> >
>> >> >Please visit http://www.ipswitch.com/support/mailing-lists.html
>> >> >to be removed from this list.
>> >> >
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>> >> >
>> >> >
>> >> >Please visit http://www.ipswitch.com/support/mailing-lists.html
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>> >> >
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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]
>> >> --
>> >> Please visit http://www.ipswitch.com/support/mailing-lists.html
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>> >>
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>> >>
>> >
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>> >
>>
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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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