[Open] Please Help!

[Thomas]

Stats for my main and resold accounts have not updated since June 15.
Newest resold accounts get no stats at all!

Custom error pages have not worked on any of my accounts since I joined on June 8.

Several email requests to Gator Suport have yielded many warm & polite responses, but no results.

Perhaps someone here can actually help?

[supra]

[Thomas]

Update:

Email Support now claims Cron was missing, has been fixed, and stats will resume updating at midnight. I really hope so.

Still no fix for the custom error pages.
Anyone have a thought?

[Thomas]

Update:

Midnight came and went....
Support "Head Admin" says give it another 24 hrs. again.
(It's been 10 days)

Anyone?

[GatorBrent]

They are running it takes 24 hours for it to complete all sites.

[Thomas]

Update:

This morning I Requested that support focus on one resold domain that wasn't generating any stats - only errors.

Minutes later the stats were working.

I requested: "Whatever you did, please do it to the rest of my accounts".

They apparently performed some operation on each account individually. All stats are now up to date. Support claims the fix is permanent. No idea what they did. Hope it holds. Will continue to update

[Thomas]

Update:

I just discovered that custom error pages ARE displaying - for everyone but me.

:roll:

It's likely that the error pages have worked all along.

:roll:

This is a gross oversite on my part.

Anyone know what would cause my browser to refuse custom error pages?

[GatorJustin]

This is interesting. Your browser shouldn't play a role in this at all. Hmm. Which browser are you using? Also, can you give me the URL to your site? If you'd rather npt post it, feel free to send it in a Private Message.

[Thomas]

PM'd the URL.

Error pages don't show on my machine, but they do show on co-workers machine sharing the same network broadband.
:?

Both are WinXP Home with IE 6.0.2800 - Mine has about 3 updates more than his. Both running Spybot & Ad-Aware. Tried disabling my McAfee - no effect.

Waiting to see if Justin gets the error page or not...

[GatorJustin]

This is what I get:

===============
Portions of this site are under construction or updating. Please check back often.

Thank You!
===============

Obviously your custom 404 is working for me.

Thomas, I wish I could provide an immediate answer for you, but this one is going to take some research. I will see what I can find out for you.

First step is easy enough. Can you check this using a different browser on your computer? Nescape, Firefox, etc? I'm guessing this has to do with your IE settings, so if we can narrow it down to an IE-specific problem, that will help.

[Thomas]

Thanks very much! That pretty much confirms that the error page issue is in my browser, and I certainly don't expect you folks to troubleshoot my browser. I'll try messing with my settings.

Unfortunately, my most pressing issue is STILL the stats failing to update. It has been about 30 hours since the probem was "permanently" fixed, but no update.

[Thomas]

Update:

A simple setting in IE properties: "Show friendly HTTP error messages". If your custom error page is too small, IE replaces it with it's built-in "not found" page. (Unless you uncheck this option -which I did)

Mystery solved. Thanks again Justin!

Meanwhile, the stats problem lives on... day 12.

[Thomas]

Update:

Support restarted my stats at 1:00am on 6/27 and said:

We will monitor the crons and if we find somethhing odd we will get that
corrected --

Stats not updated as of 6/28 7:00 am. Day 13.

I hope it is clear that I am trying to troubleshoot a glitch. All of my sites are either under construction or not moved in yet. I am not a stats fanatic but most of my customers are.

[GatorJustin]

Thomas, how about an update? I spoke with the owner last night and he informed me that they were working on your issue. Are your stats updating now?

[Thomas]

Update:

Except for one account, stats started updating shortly after the Supra HD replacement. Now all account stats are updating frequently and sporadically. Not complaining - just unsure how may, if any updates were generated manually by support.

Q: Should I expect stats to update at the same time each day?
Q: Is it possible that my stats will now update multpile times per day due to all the manual updates? (multiple crons)

Hopefully it's resolved - thanks for your help. And thanks for the heroic handling of the Supra crisis.

[Thomas]

Update:

Not resolved - Day 16.

I really need this fixed before I move more accounts over - getting expensive.

Guess I need to post another ticket...

:roll:

[GatorJustin]

rather than opening a new ticket, please reply to the one that is already open. If you have multiple open, reply to the most recent. This way the support techs can easily identify your ticket as an unresolved issue.

I hope they get this squared away for you soon, Thomas. I wish I could be of more help in this matter.

[Thomas]

Yes, reply to the open ticket is what I did....

Response from support on 7/1 at around 10:00 pm -

I have fixed your issue now ,kindly check if all your webstats are running fine.

Stats were updated, as expected.

No updates since.

[Thomas]

Update:

On 6/4 support wrote:

Please grant us permission to reset the logs of the domain so that their configuration is rewritten and the stats get updated regularly. Please note you will be loosing your previous stats in this case.

Permission granted and on 6/5 all stats were updated as expected.

On 6/6 all but two updated automatically.

On 6/7 all but one updated automatically.

(Admittedly, the two stragglers have little, if any traffic)

I think we're on to something

[Thomas]

Update:

7/10 - All domains are updating daily, automatically.
There is an occassional lag with one or two domains, but never more than 24 hrs.

If there is a lesson here, perhaps it is this: When stats are chronically failing to update, state your support request as follows.

"Please reset the logs of my domain so that their configuration is rewritten."

This is what finally worked for me. Thanks Justin, server techs, and the whole team handling my many support requests. (I think I've now met the entire staff!)

[GatorJustin]

Well this one was a real learning experience for all involved. Thanks for your incredible patience during the matter, Thomas.

[Thomas]

I guess we're still learning.

Auto-updating stalled on 7/9 - 7/10. I decided to try leaving it alone for a while, but nothing...

Support response on 7/16:

We have fixed your issue your stats will work out in next few hours.

...Nothing in 15 hrs.
Probably should give it a full 24 before posting this, but I have little hope at this point.

[GatorJustin]

How about today, Thomas? Same results?

[Thomas]

Hi Justin,

Support response on 7/17:

We have refreshed your stats it would be updated in next 12 hours.

One site updated sometime on 7/18. Nothing on the other three.
I've begun moving in the other sites that I was holding, in hopes that a resolution will surface soon. Until it does, the problem will only get bigger.

If anyone feels that the only real solution is to open a new reseller account and close this one, now would be a good time to say so.

[GatorJustin]

I'm almost afraid to ask, but....

How about an update?

[Thomas]

update:

The refresh that was done on 7/17 took until 7/21 to work it's way through all the sites.
Then nothing.

On 7/25 sites started spontaneously updating.
By noon on 7/27 all stats were dated 7/26.

Doesn't seem to be any rhyme or reason to it.