HG Staff

[cptbob123]

I would first like to note, that this is NOT a go at Hostgator... I love the way they operate and have suggested your service to other people.

I would like to take this time to list a current open ticket.. (OKE-2954104)

My issue is that I have the task of moving a current website from one server to HG.. Now usually this would be simple, and I would require no help from HG...

Unfortuntely, I am not very clued up on perl, cgi etc etc and therefore have had a lot of issues getting this site up and running.

The problems started with perl modules not being installed. Then we got further and my current problem is a blank screen.

The 2 issues:

1. The current site (helpit.com) is running and that is what I am moving to HG. To facilitate this move I have setup the helpit.com and as of yet havent moved the nameservers. So to view the site you need to change your hosts file to IPADDRESS - helpit.com

I have mentioned this in all my correspondance to HG and every reply was the site isnt pointing at us... And that I should change helpit.com to point at HG (which then would bring down a currently working site)

2. My current issue is that the Script seems to be using up to much memory as explained to me by Eric

Dear Customer,
At this time, it appears your server is running out of memory when trying to process the file in question:
Out of memory (Needed 8164 bytes)
[Wed Sep 17 01:29:21 2008] file_manager.cgi: DBD::mysql::st execute warning: at template_library.pl line 121.
Out of memory (Needed 8199 bytes)
Out of memory!

This may very well be a MySQL issue, as I bumped up the RLimitMEM in your httpd.conf and it didn't help. But it appears the script is exceeding the mySQL server ram limits. I have placed our default my.cnf and even adjusted a bit to try to resolve this issue, but haven't been able to make it work. You'll need to check out the script, or possibly with the script author.

I replied explaining that I have to move the site with no help from the author and that he is unobtainable.. Also mentioning that HG help in moving sites and could they help...

The email back was

Hello,

Please update this ticket with the mysql packet size and memory limits for my.cnf.

Have a great day.

HG just changed it???? Why shouldn't they know what they changed it too..

I ask that 1 person takes on my challenge and that I am not passed around the support team. That way I don't have to keep repeating myself..

I hope this alerts the powers that be...

I still do recommend HG to all, I just wish that the more detailed and involved support issues were handled a bit more effectivly.

If I am in the wrong, I have no problem being told so feel free to tell me

[GatorFord]

I do apologize for the issues you've had. I've updated your ticket requesting a good contact number so I can call you and we can get this fully sorted. Keep in mind we're all in the aftermath of Hurricane Ike and all are still working at locations throughout the Houston area, some employees in Florida, Dallas, etc. Thanks again for your patience and as soon as I see a contact number I'll give you a call so we can sort this.

[cptbob123]

As I am in the UK, Ford was unable to contact me.. BUT.. I am very impressed that he gave out his AIM address and then continued to take ownership of this call, although not solved I feel much better in knowing that he is looking at is..

Thanks Ford (I hope Brent reads this)