FTP accounts problem

[sonic]

Hi,

How come cPanel X2 showing
Ftp Accounts: 1/1
on the General account information, then cPanel FTP Manager reporting only the Main Accounts? The 1 additional account is missing!

This happens to only one of my clients. Actually,there WAS an ftp account created and working fine in the past, but now has stopped working and it's not reported in the FTP Manager.

HG Support([HGSupport #HNY-95940-621]) does not seem to understand this problem, I hardly understand their English

Any ideas anyone?

Thanks,
sonic

[Stef]

Sonic,

Originally Posted by sonic

This happens to only one of my clients. Actually,there WAS an ftp account created and working fine in the past, but now has stopped working and it's not reported in the FTP Manager.

Do you mean the ftp account is removed without your (or your client's) intervention? Are you able to recreate the same account?

Stef.

[sonic]

Originally Posted by Stef

Do you mean the ftp account is removed without your (or your client's) intervention?

Yes, I do.

Originally Posted by Stef

Are you able to recreate the same account?

No, because I have set max ftp accounts to 1, for this package. If I set package max ftp accounts to say 2 (or more), then yes, I can recreate the same account.

So the problem is this: For ONLY one client of mine, cPanel counts one ftp account, and at the same time it does not show the account in the FTP Manager.

BTW, Support still suggests I do not know how to use cPanel...!

sonic

[Stef]

Sonic,

as far as I can see there's not much more you can do from within cPanel to get this solved. Maybe it's a bug, maybe sth did not get synced,... A sysadmin should take a look at it (but that's of course your whole point ).
I suggest you forward your support request to sales@hostgator.com - it will be read by Brent or Ben. You can include a link to this thread so you don't have to explain it all over again.

Keep us updated.

Stef.

[sonic]

Originally Posted by Stef

I suggest you forward your support request to sales@hostgator.com - it will be read by Brent or Ben. You can include a link to this thread so you don't have to explain it all over again.

I did that, waited for more than a day, then I received a response from Support, saying that the problem is corrected and cPanel now shows accounts correctly, which I verified. No mention of what or why this happened, nothing...

Bottomline: Support people did not read my ticket carefully. They first thought I was doing something wrong. When things pushed higher up, they realised their system was wrong. We wasted so much time, because Support people must learn to *first* listen to customers, *then* do what they have to do.

sonic