PLEASE HELP: Error: 553 Can't open that file - Page 2

pulpfriction · February 27th, 2007, 5:32 AM

Ok, here's the jist of the problem.

Function: Members upload images via a web page to a web site. Admin can view the images, and if needed FTP the image files down where they are cropped or edited, etc. The edited image file is then FTP's back to the site.

This has been working without any issues for 10 months on a shared server (PASS22).

The site was moved to a dedicated server 10 days ago. Members can still upload images, admin can still view and download the images, BUT, admin CANNOT FTP the images back. This error is received: Error: 553 Can't open that file.

Support are currently suggesting that the problem is that phpsuexec is not enabled on the server. It was enabled on the shared server. So we enabled phpsuexec and the site fell over with PHP errors. The site would not function.

They then suggested that we do the following:

1)All php files should be 644.
2)All directories should be 755
3) All files should have "USERNAME" as ownership. "nobody" user ownership won't be allowed so the FTP will work without any difficulty.

So we started the change some permissions and the site again stopped to fucntion.

Our question to them all along is: Why won't the site function on the new server, but did function on the old server. The one obvious answer is that phpsuexec was not enabled on the new server. So why does the site fall over when phpsuexec is enabled?

We agree it is a permissikons issue, but can't agree on what will fix the problem.

Their latest suggestion is:

1) Converting the server to phpsuexec , which will help the FTP user to access the Media folder as this will allow only files as well directotries under USER ownership.

2) Put a cronjob which can be executed every 30 minnutes to change the ownership of the directory MEDIA to
user "abc123" from nobody.

Obviously suggetion 1 is useless, we have already determined that the site falls over in this case. I guess they forgot that. Suggestion 2 is not ideal because the site owner works on the site in real-time.

We are at a loss....

pulpfriction · February 27th, 2007, 12:30 PM

Well I've seen it all now. Support, in yet another failed attempt to fix this problem, left the site in a state that it will not function. Knowing that, they email us with:

"We were not able to log in to the account you had earlier specified. In case if you have any problem please let us know for further assistance."

We had earlier pleaded with them to monitor the site while they worked in the background, and if the site fell over, put things back to how they were....

So, now we give up, this whole process has been laughable since the beginning! But who do we complain to? Do Surpass have a complaints department that will have a serious look at this?

**Skipdawg** · February 27th, 2007, 12:55 PM

Besides the permissions which dose sound right have you double checked all file and directory paths to make sure they are correct after the server move?

When I moved from OC5 to VPS I had a few that had to be corrected and all was fine.

pulpfriction · February 27th, 2007, 1:01 PM

We've checked all that. The site works fine, except for this one permissions problem..although at the moment Support have left the site 'dead'.

**Skipdawg** · February 27th, 2007, 1:10 PM

What level of support is this at?

Also if the paths are right and the permisions are set right it points to the script as having a issue in my book.

Can't think of anything else for a 553 error

pulpfriction · February 27th, 2007, 1:16 PM

It's with a Unix Administrator. I suspect part of the problem may be our lack of understanding of what each other is saying, one of us is not understanding the other, but I don't know how to get around that. They have done a couple of things completely opposite to what we requested....???

**Skipdawg** · February 27th, 2007, 1:23 PM

Oh yea miscommunication can be the worst thing.

I don't see the ticket number here. Maybe put it up.

And cross your fingers one of the Super Gurus see it and can make time to look it over. If they see it they may find what has been over looked or what ever.

I think we need to clone all our major leaguer's here. lol

pulpfriction · February 27th, 2007, 1:27 PM

Thanks, here's hoping

Ticket ID: OMD-522030
Department: 3rd Level Support
Priority: High

February 27th, 2007, 5:32 AM	#10 (permalink)
pulpfriction Registered User Comfy Contributor Joined in Jan 2005 110 posts Gave thanks: 2 Thanked 0 times	Ok, here's the jist of the problem. Function: Members upload images via a web page to a web site. Admin can view the images, and if needed FTP the image files down where they are cropped or edited, etc. The edited image file is then FTP's back to the site. This has been working without any issues for 10 months on a shared server (PASS22). The site was moved to a dedicated server 10 days ago. Members can still upload images, admin can still view and download the images, BUT, admin CANNOT FTP the images back. This error is received: Error: 553 Can't open that file. Support are currently suggesting that the problem is that phpsuexec is not enabled on the server. It was enabled on the shared server. So we enabled phpsuexec and the site fell over with PHP errors. The site would not function. They then suggested that we do the following: 1)All php files should be 644. 2)All directories should be 755 3) All files should have "USERNAME" as ownership. "nobody" user ownership won't be allowed so the FTP will work without any difficulty. So we started the change some permissions and the site again stopped to fucntion. Our question to them all along is: Why won't the site function on the new server, but did function on the old server. The one obvious answer is that phpsuexec was not enabled on the new server. So why does the site fall over when phpsuexec is enabled? We agree it is a permissikons issue, but can't agree on what will fix the problem. Their latest suggestion is: 1) Converting the server to phpsuexec , which will help the FTP user to access the Media folder as this will allow only files as well directotries under USER ownership. 2) Put a cronjob which can be executed every 30 minnutes to change the ownership of the directory MEDIA to user "abc123" from nobody. Obviously suggetion 1 is useless, we have already determined that the site falls over in this case. I guess they forgot that. Suggestion 2 is not ideal because the site owner works on the site in real-time. We are at a loss.... __________________ If everything was idiot proof, they would build a better idiot www.itcommunications.com.au

February 27th, 2007, 12:30 PM	#11 (permalink)
pulpfriction Registered User Comfy Contributor Joined in Jan 2005 110 posts Gave thanks: 2 Thanked 0 times	Who do we complain to? Well I've seen it all now. Support, in yet another failed attempt to fix this problem, left the site in a state that it will not function. Knowing that, they email us with: "We were not able to log in to the account you had earlier specified. In case if you have any problem please let us know for further assistance." We had earlier pleaded with them to monitor the site while they worked in the background, and if the site fell over, put things back to how they were.... So, now we give up, this whole process has been laughable since the beginning! But who do we complain to? Do Surpass have a complaints department that will have a serious look at this? __________________ If everything was idiot proof, they would build a better idiot www.itcommunications.com.au

February 27th, 2007, 12:55 PM	#12 (permalink)
Skipdawg Insanely Super #1 Joined in Jul 2005 Lives in Northwest USA 4,154 posts Gave thanks: 39 Thanked 78 times	Besides the permissions which dose sound right have you double checked all file and directory paths to make sure they are correct after the server move? When I moved from OC5 to VPS I had a few that had to be corrected and all was fine. __________________

February 27th, 2007, 1:01 PM	#13 (permalink)
pulpfriction Registered User Comfy Contributor Joined in Jan 2005 110 posts Gave thanks: 2 Thanked 0 times	We've checked all that. The site works fine, except for this one permissions problem..although at the moment Support have left the site 'dead'. __________________ If everything was idiot proof, they would build a better idiot www.itcommunications.com.au

February 27th, 2007, 1:10 PM	#14 (permalink)
Skipdawg Insanely Super #1 Joined in Jul 2005 Lives in Northwest USA 4,154 posts Gave thanks: 39 Thanked 78 times	What level of support is this at? Also if the paths are right and the permisions are set right it points to the script as having a issue in my book. Can't think of anything else for a 553 error __________________

February 27th, 2007, 1:16 PM	#15 (permalink)
pulpfriction Registered User Comfy Contributor Joined in Jan 2005 110 posts Gave thanks: 2 Thanked 0 times	It's with a Unix Administrator. I suspect part of the problem may be our lack of understanding of what each other is saying, one of us is not understanding the other, but I don't know how to get around that. They have done a couple of things completely opposite to what we requested....??? __________________ If everything was idiot proof, they would build a better idiot www.itcommunications.com.au

February 27th, 2007, 1:23 PM	#16 (permalink)
Skipdawg Insanely Super #1 Joined in Jul 2005 Lives in Northwest USA 4,154 posts Gave thanks: 39 Thanked 78 times	Oh yea miscommunication can be the worst thing. I don't see the ticket number here. Maybe put it up. And cross your fingers one of the Super Gurus see it and can make time to look it over. If they see it they may find what has been over looked or what ever. I think we need to clone all our major leaguer's here. lol __________________

February 27th, 2007, 1:27 PM	#17 (permalink)
pulpfriction Registered User Comfy Contributor Joined in Jan 2005 110 posts Gave thanks: 2 Thanked 0 times	Thanks, here's hoping Ticket ID: OMD-522030 Department: 3rd Level Support Priority: High __________________ If everything was idiot proof, they would build a better idiot www.itcommunications.com.au

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