Support Replies

[BCS]

Figured this would be best in the "Customer Only" area to see if any other resellers are having this problem.

Here's a problem we are having ...

1. We use create a NEW account through the "Sign-up" link in the reseller interface, (NOTE: the user name DOES NOT exist.)

2. Pop-up window appears and we go through the sign-up screens.

3. At the end, we recieve the error "Duplicate login!"

4. We check our account listing and the new account has now been added.

5. We ignore the error, close the POP-Up and go on our merry way.

So we report this "bug" to support on Dec 11 with:

Q: Hi -

With the last few accounts that we have created through the "Signup" link inside our HSphere reseller control panel, we received the error:

"Duplicate login!

This user name is already used. Please, enter a new user name."

If you enter a new user name, another error advises that the zone for the domain name has already been created.

Apparently the system created the account and then reports it as already taken during the signup process.
In checking the account listing, the username has been added - but should not be reporting an error when creating the account.

[Dec 11, 2002 6:04:48 PM]

Receive reply back of:

A: Hello,
I have sent this over to our developers to look at. I should hear back from them today on this problem

[Dec 12, 2002 10:44:47 AM]

(So far so good ... the support staff who received this seems to understand the problem)

We have been adding accounts and still noticed the problem. Did not hear back so we wrote on Jan 12 inquiring about the issue.

Received a reply back of:

A: The error means some one else has that user name and that you must pick anther one. I noticed you already have 2 account with the same user name "XXXXXXX" doing this can cause you problems.

[Jan 15, 2003 12:36:16 PM]

Thought we were on the same wave-length here, but guess not. Do believe the support tech was wrong with the 2 user name thing, since a user can create additional accounts from their control panel. Result is unique Account IDs under the same username.

Thing is, the 2nd reply back from support missed the whole point of the call ... reporting an apparent problem with HSPHERE. call.

Any one else having this problem?

If someone from Vortech understands the problem described here, maybe they can explain it to support better than I can. (Call number is 24175)

Thanks

[admin]

Duplicate login could be one of your accounts or one of the 1000's others in the system. One login per user in the system.

So if someone has joe in there account you can't make an account named joe.

[BCS]

(sigh) Thanks ... understand that.

BUT .. this happens with every new account created through the reseller CP "sign-up" login. We've even tried it with extremely unique usernames.

The account is properly created and shows in the account listing. Problem is that the sign-up script (NO MATTER WHAT IS ENTERED) returns a Duplicate error in the POP-Up window.

We can live with this since we do not use the automated sign-up. Just trying to report a problem, but apparently I'm the only one that has it.

I have signed up several on my own, and had customers fill out their own, never had any problems except when I tried putting to many ColdFusions on one account, and Urchin (it showed upf or a few days one time) and my own mistakes. But I never got a duplicate problem except when I tried making an acco called "support" which is of course far to generic.

[admin]

Thanks, I have reported this to psoft to see what the heck is going on here. You are right some thing has gone nuts..

[BCS]

This has happened to the last 20 something accounts we have created since Dec 11th. All are basic accounts (Windows). Coldfusion/Urchin not being used.

Here's an example of what happens ...

(creating an account with reseller CP sign-up link).

1. Enter info on screens and use username: abcdefg1

2. Get Duplicate error

3. Enter abcdefg2

2. Get Duplicate error

3. Enter abcdefg3

2. Get Duplicate error

3. Enter abcdefg4

4. Hit head on desk and then look at the reseller account listing. There are now successfully created accounts with assigned resources for:

abcdefg1
abcdefg2
abcdefg3
abcdefg4

I suspectthis sign-up script somehow checks for the account AFTER it has already created it and reports the duplicate.

Yea, something is screwy for you. Glad that is being reported, I don't have enough customers on windows to ever have had this error.

[BCS]

Getting it reported has been an adventure