luma

I have been a big supporter of Surpass for the last year but the last 3 months have been nothing but trouble.

last year my tickets for things like Firewall problems where handled within minutes. now it takes 3 hours to get a snotty reply that has nothing to do with the problem.

A perfect example, I was recently moved to a new server because of high load times on the old server and since then my backup script no longer works. This script backs up about 40 databases on many servers, 4 of them are on the new surpass server and these 4 backups have been failing. (the other 36 backups are fine). I did some tests and I can't connect to the server with mysqldump nor mysql -h (domain) -u (name of user) -p

I had this same problem on the old server and all it took was a ticket and they opened the firewall port for me (3306 was being blocked from outside)
This time around I sent a ticket 3 hours ago and I mentioned the problem and provided the test commands, I even mentioned that the script has been working fine for months. the reply I got was this:

Please make sure that your MySQL user has full privileges and that you are using port 3306 to connect.

I could understand saying that if my ticket would of been "I can't connect to sql what do I do" but no that is not the case.

I am really not happy anymore with Surpass, when I need something fixed I need it fixed asap not in 10 hours after 5 emails or arguing.

Thanks

Luma

H

I can't really comment on support -- I don't work with Surpass nor deal with support. But have you ensured your IP is granted access in the MySQL section of CPanel?

I can't remember if it's specified on a global scale or per database or per user... but even if everything is open, it's still required that your IP has been granted permission.

MarkRH

One thing I had to do once is that after I added my new IP address to the access hosts list, I still could not connect. I had to remove the user from MySQL and recreate the user and re-grant the user access to the database. Something funky with the user table I guess.

After doing that, then I could start connecting remotely again. Hopefully it's already working for you.

__________________

Otaku

You must be doing something wrong in your PHP script then. I have been with Surpass since late 05/early 06 and I have had nothing but good experiences with them. So either you just got someone who was an ass, or something is wrong with your scripts. I think it's the latter, so stop bashing Surpass.

__________________
Bryce Eason - Personal Portfolio and Playground

luma

Otaku,

Stop trying to increase your "posts" count.

after many tickets to support I finally spoke to an "administrator" and the port for MySQL 3306 was in fact Closed so no it was not my script.

it was the server.

Hello,

It appears that the server's firewall was not allowing incoming connections on port 3306. I have added this to the allowed ports and restarted the firewall. Please let us know if you run in to any further issues.

Regards,


It should not take multiple emails and direct emails to Admins to get a firewall port (a common one) opened.

Thanks

Luma

Suikolove

You also have to keep in mind that some people may be better at solving certain problems than other people, but due to those people not being available, the job was left up to the inexperienced person.