Urchin Broken! Customers please read..

[levseltzer]

Isn't the poll a bit premature? I think it would be best to wait until Vortech can get through to Google to ask a question (such as "will you be supporting Urchin any more?"). I would assume that by 3-Jan-06 the offices should be open and available to answer questions. Then everyone can make a more informed decision.

[electricfox]

I wouldn't exactly call it premature when my customers are calling me wondering why when they try to log in to view their "Premium" stats, they get a license error because vortech decided with no warning not to renew it.

Oh yeah, guys, that makes me look very professional. Thanks a bunch.

[Vantage]

Electricfox,
This is not happening becsue anyone decided "not to renew it". The renewal isnt due yet. THe issue is that we added more HD space to the server and due to the config change Urchin tried to "phone home" to the license servers to confirm our existing license. But Google has taken the old Urchin license servers offline so Urchin couldnt confirm the license and now it isnt working. and we cannot contact anyone at google to get it fixed.

Im not sure exactily how this can be blamed on us.

[levseltzer]

I enabled AWstats. When I click on the magnifying glass to view them, my browser instead starts to download a file called awstats.pl instead of displaying anything. Is this normal? If not, then what do I do so that I can see the AWstats pages?

[Garreg]

I've never used it, so saying 'bye' bye' doesn't bother me.
I think something should be worked out for those who are using it though... it's a difficult one.....

[cambodia]

if im'not wrong vortech was chargine me cause of it so i don't want it any more

[dpyers]

Originally Posted by levseltzer

I enabled AWstats. When I click on the magnifying glass to view them, my browser instead starts to download a file called awstats.pl instead of displaying anything. Is this normal? If not, then what do I do so that I can see the AWstats pages?

AW stats reports as of the previous day. Once you turn it on, you've got to wait a day for it to have any data. If you tou'd see anything the next day, go to the account and toggle awstats off and on and wait another day. If nothing on the 2nd day, drop a TT to support.

[admin]

Originally Posted by electricfox

I wouldn't exactly call it premature when my customers are calling me wondering why when they try to log in to view their "Premium" stats, they get a license error because vortech decided with no warning not to renew it.
Oh yeah, guys, that makes me look very professional. Thanks a bunch.

Yea thats what we did.. What ever, get a clue before coming on here accusing us of stupid stuff..

[admin]

Well it seems the urchin people are still not there, I have left messages with 2 people that there "Billing" dept should be able to fix. Billing seems to be the only number they answer and they don't list any other number.

So we are still waiting, as you can see from this link it's not us but google/urchin causing the issue for anyone that thinks this is something we did https://secure.urchin.com/urchin5/li...n=prop&lang=en

We are the Provider so I am not sure whats up with them.

[electricfox]

Sorry Brad & Vantage, I didn't understand the situation fully, you're right. Forgive my unfair accusation and good luck trying to fix it.

I assumed based on your post that it had come up for expiry on the New Year, and because of all the mess over at Urchin/Google you decided to look into another piece of software. Now I see it was Google that dropped the ball and isn't being helpful.

Anyway, sorry, you guys didn't deserve that.

[admin]

Thats ok..

Trust me I would much rather do something else then try and track down Urchin/Google support.. Come to find out billing was sending us to the wrong people now those people have sent us to support so now I am just waiting for there call back. I really can't say when that will be. If i don't hear from them by like 5 - 6 PM et time I will call back again..

Good thing is nothing should be lost as far as stats goes as the log files should still be on the box so it will just pull the logs and update urchin if it's not already still pulling the logs.

[admin]

Urchin is all fixed now!!!!! Please give it 24 hours to read logs not sure if it was doing that when it did not have a good key.

[levseltzer]

So what was the response from Google? Do they plan on supporting this Urchin product for now, or are they trying to dump it?

[admin]

They do have a new version coming but NO date yet, they also don't do any phone support, they messed up our lic. when they made the switch from urchin to google that took them 5 min to fix but of course we did not know there was an issue until we tried to add a 2nd drive to the box and it broke on us, of course on a holiday.

But it should be fixed and I hope that does not happen again.