71 replies to this topic

[bishoujo]

Scroll down to Post #8 for Admin Support



Ok I've read stuff here and there in the support forum and shoutbox about the recent trap17 server problem. I'm extremely confused. Some people say that their websites are working fine. Some people are experiencing different issues from mine, had their website reset or something. I can access my website on the gamma server, so I assume that if I unpark and park my domain again, I can get it to work like the last time. I accessed my cpanel at bishoujo.trap17.com/cpanel because the 'Access CPanel' link on the forum didn't work. But I can't log in with my username and password.

I read something about having to reset cpanel passwords, which will cost 10 credits. Yet some people say they are not getting the new password emailed to them, so I'm not going to take a risk with this. However, if this applies to all members, I wonder if the 10 credits can be waived. After all, I would have kept using the same password for the rest of the time I'm being hosted here if not for problems like these that are not the fault of mine. I'm sure people who have less than 10 credits will be worried and indignant about this too.

And do not ask me to visit other topics. I've checked out the relevant threads. They don't answer my question and get me even more confused. I'd like an answer from someone who is actually in the know. If there is no answer yet, let me know and I'll wait for an official announcement.

Apologies if I sound frustrated and impatient. I understand that the admins are probably just as bothered about the problem, if not more than I am. I'm not annoyed with the downtimes. I understand that its unavoidable, even for paid hosting. But I'm more bothered with the fact that there is no organized method of summarizing all the problems and solutions for members, and we have to do a lot of experimentation and spend time looking for answers (or rather speculations) all over the forum.

Edited by bishoujo, 26 June 2008 - 06:12 AM.

[AbdurahmanL]

Yeah that happens to me too. I can't even access my cpanel either. I hope this gets resolved.

[litchy]

I to am having the exact same issue. At one stage I wasn't able to access anything the manage page the cpanel and even my forum account. Just as i was about to start spamming the forums i read a few things and found out i wasn't the only one... But all i can really do now is get my credits up so my free host isn't terminated.

I am quite sure these things do happen and im even more certain that these issues can be resolved, it may just take time.

[sonesay]

Everyone needs to chill and understand that there isn't a simple fix that will magically bring your websites back online. Something screwed up and obviously it wasn't their intention so just try to understand. There are way too many variables involved in this hosting service to provide a quick fix when things go wrong.

Your having trouble not getting into cpanel so maybe you should just try the password reset just like many of us did. Yes some did not get the email but that could be from a number of reasons not related to trap17. I found the email in my junk folder from one of my email addresses I hardly use anymore. If you don't want to risk only 10 credits to get your account back then you will have to wait till they fix it.

[BuffaloHelp]

Let's holdup on changing passwords. I would like to talk to OpaQue regarding this matter before I announce any resolution.

Thanks.

[varalu]

Great, I am rally happy that i went through this thread.
I was under the assumption that there was some problem from my side and i was souble checking my passwords and stuffs. I even typed it very slowly once to make sure i am typing the right thing. But still no luck.

I am not able to access the site space via ftp also. It spits some error - I mean authentication failed. So...

Now i am happy that this is global and nothing has to be done from my side.

It would be great, if something comes up so soon to get this resolved.
Thanks all.

[Saint_Michael]

Pretty much when the DB crashed, odds are the cpanel passwords were reset to some other value and in order to get this you need a new password to get in. There are two ways either pay the 10 credits and get a email with your new password or get a hold of xisto support and get them to send you a cpanel password.

[BuffaloHelp]

Let's make this the main topic regarding cpanel support.

It is now clear to me that all hosted members are affected by whatever recent updated that was performed. And I'm not talking about DC migration. This cpanel access issue started on or around June 20th, 2008 (well after successful DC migration).

Here are key causes so far:

1) cpanel password does not work
2) naturally, due to cpanel password your FTP does not work
3) all your add-on domains fail to load
4) all your parked domains fail to load

I will fix #1 and #2 using WHM. So do not use Manage page to reset your password. I was hoping hosted members would keep an eye on this topic. It's going to be a lot of work on my part but at least I can do for you guys. You guys have been very patient so far.

#3 and #4 need to be fixed once you access your cpanel and re-addon or park. Just add your domain and give the same folder name as before, i.e. public_html/add-on_folder

Post as reply to this topic saying, "please reset my password" and I can see your forum username, cpanel name and will PM you as soon as I can. And please consider that I am not here all the time but will get to your request as soon as I can.

Thanks.

[oxida]

please reset my password

Notice from BuffaloHELP:

PM'ed new password.

[bishoujo]

Please reset my password. Thanks!

Notice from BuffaloHELP:

Sent new password.

[Forbez]

Please reset my password!

Notice from BuffaloHELP:

Sent new password.

[Saint_Michael]

BuffaloHELP, on Jun 25 2008, 07:37 AM, said:

Let's make this the main topic regarding cpanel support.

It is now clear to me that all hosted members are affected by whatever recent updated that was performed. And I'm not talking about DC migration. This cpanel access issue started on or around June 20th, 2008 (well after successful DC migration).

Here are key causes so far:

1) cpanel password does not work
2) naturally, due to cpanel password your FTP does not work
3) all your add-on domains fail to load
4) all your parked domains fail to load

I will fix #1 and #2 using WHM. So do not use Manage page to reset your password. I was hoping hosted members would keep an eye on this topic. It's going to be a lot of work on my part but at least I can do for you guys. You guys have been very patient so far.

#3 and #4 need to be fixed once you access your cpanel and re-addon or park. Just add your domain and give the same folder name as before, i.e. public_html/add-on_folder

Post as reply to this topic saying, "please reset my password" and I can see your forum username, cpanel name and will PM you as soon as I can. And please consider that I am not here all the time but will get to your request as soon as I can.

Thanks.

Also there are some hosting accounts in which DB's need to be completely restored as well because the db names are deleted as well.

Just a reminder instead of making a most about asking for a new password just om buff or use the report button and list your forum name and website and tell them that you need a password as well. Also another fact please go through the forums before making a new topic about this issue because it seems people are quick to post a new topic when it comes to having problems with their account without checking first.

Edited by Saint_Michael, 25 June 2008 - 03:41 PM.

[DeM0nFiRe]

Please reset my Cpanel Password. Thanks.

Notice from BuffaloHELP:

Issue with your account. Please PM me. Account suspended?

[Csshih]

If you contact xisto support, then they will reset your password without any credits, and probably fix other things, too.

[bangms]

Does contacting xisto support always reset your password without credits? Ugh, why didn't I know that before? I already spent the 10 credits to reset my password just to find out that my cPanel still isn't accessible. So if we want to reset our password, we can just go to xisto support anytime? I never really understood why we have to pay credits to change our password, especially since most people do it because of support reasons.

Notice from BuffaloHELP:

No. Contacting Xisto Support does not always reset your password. However, OpaQue is made aware of our situation and has instructed support staffs to assist me during resetting period.

[serverph]

i was able to bring my sites back up after a cpanel password reset courtesy of xistosupport ticket. you may need to wait a little while for them to address this, if you venture this option instead of going through admin BuffaloHelp. my ticket was posted 24 Jun 2008 07:06 PM and someone from xistosupport replied back on 25 Jun 2008 11:00 AM -- this is to give you an idea of the time it took my ticket to get noticed with a reply. and yes, no credits required.

but since BH is offering his assistance to expedite resetting of our individual cpanel passwords, and could possibly be faster than xistosupport, and without credit deductions -- just post your request as BH stated. the better the chance you can have your sites back up online in the least amount of time.

i can attest that all files and DBs (up to the date of last backup by xisto) are not lost on my account.

things i did after i got back my access through cpanel:
-- added back my addon domain (if you have a parked domain, add them back too)
-- added back the user for the databases (you have to supply the username and password which your DB is supposed to use. if you forgot them, you can refer to the config files you have in the scripts you're using for your site); applied back the necessary privileges to the DB user as my scripts require
-- added back the subdomains i use (check your folder structure via FTP or file manager to get a glimpse of the folders created when you added a subdomain before, just in case you forgot which subdomains you had before)

PENDING:
-- hotlink protection cannot be enabled, and can't add the addon domain i have on the list of URLs to allow access. apparently, the old list i created before is not part of the backup restored, and this will be populated as you add subdomains from above. disabled by default, but error encountered in enabling this feature.

Quote

Error: while opening /home/serverph/public_html/.htaccess

as i haven't used the other features in cpanel such as email accounts, forwarders, autoresponders, cron jobs, and the like, i can't determine if some information you have got lost therein too. you have to check those for yourself too.

[gameratheart]

Oops. I knew I should have searched the Forums before I started doing stuff, because I actually did pay to have my password reset. That's 10 credits wasted, but at least my site is working fine now...

[etycto]

now my website does not work at all i mean no more apache thingy so i'm not sure if just resseting passwords would help. but anyways i used the resset password, before i heard of this topic, and now i'm on SUPER NEGATIVE so anyways could you please reset my password thanks .

Notice from BuffaloHELP:

Unable to reset password due to suspended account. PM me for details.

[Misanthrope]

I am totally confused regarding whether or not I need to request a reset password, as I can't even get to cpanel to start with. So I guess I'll leave it to the professionals to figure that one out.

That said, kindly reset my password if that is in fact the correct protocol. If not, please advise at your earliest convenience. Thank You

Notice from BuffaloHELP:

Sent new password.

As noted in post #8, if your website was using add-on or parked domain, simply re-addon or park. Follow serverph's detailed instruction

[sonesay]

Misanthrope, on Jun 26 2008, 12:14 PM, said:

I am totally confused regarding whether or not I need to request a reset password, as I can't even get to cpanel to start with. So I guess I'll leave it to the professionals to figure that one out.

That said, kindly reset my password if that is in fact the correct protocol. If not, please advise at your earliest convenience. Thank You

Are you using your accountName.trap17.com/cpanel url try and get to cpanel? because if your using your top level domain it wont work.

[Misanthrope]

sonesay, on Jun 25 2008, 06:25 PM, said:

Are you using your accountName.trap17.com/cpanel url try and get to cpanel? because if your using your top level domain it wont work.

I just tried accessing cpanel via this instruction and I still can't get in. I appreciate your suggestion, though.

[Saint_Michael]

Yes Misa wait for buff to send you a new cpanel password and then when you get access change your password and then unpark and repark your domain again and you should be set misa.

[A200]

Please reset my password!

Notice from BuffaloHELP:

Sent new password.

[Misanthrope]

Saint_Michael, on Jun 25 2008, 07:55 PM, said:

Yes Misa wait for buff to send you a new cpanel password and then when you get access change your password and then unpark and repark your domain again and you should be set misa.

Thanks for the help SM. I got an email from OpaQue and it looks like he's reset my password, so I guess I can cancel my request to Buff. Now I have another silly question. How do I unpark and repark my domain? I'm sure I've done this before but apparently it's been too long. And where do I go to log in to cpanel? Simple, step by step instructions are needed by this technical moron.

Notice from BuffaloHELP:

I am sorry. I looked at your last situation after I reset your password again

Sorry for the inconvenience.

Quick instruction:

If you are parking, just click on PARK DOMAIN and follow the instruction again.

If you are adding, just click on ADD-ON DOMAIN and use the same folder you used before, ie public_html/folder_name. Give it a username and password as the same as the old one (if you remember). If not, assign a new one and update anything that might be depending on this new username and password.

If you are not using ADD-ON domain username and password (this is different from your main cpanel username and password) then you do not need to worry.

PS couldn't send PM because your inbox was full.

Edited by BuffaloHELP, 26 June 2008 - 12:57 PM.

[bangms]

I've asked this question a couple of times before but never got an answer, so now I'll post it in this thread...
What happened to all the Trap17 subdomains registered withing a week of the crash? You guys did say that you backed up the database from a week ago, right? So how about the ones that didn't exist at that time? Are we going to get them back anytime soon? I've contacted Xisto Support but they told me to send an email to Trap17 support. Now it's been almost 2 days since then and I've only had 1 reply which didn't help with the situation. Don't get me wrong - I know the admins are working their butts off to get this situation sorted out and I don't want to add to the problem by getting mad at anybody. I don't mean to blame the admins for this problem or anything. But I hope they get my site up soon.

Notice from BuffaloHELP:

Check my post at the end.

Edited by BuffaloHELP, 26 June 2008 - 12:59 PM.