Vortech not helping, maybe you can?

[bfriended]

OK, I have a client that I am desperately trying to save after all the downtime recently, as well as the SLOW servers that they have no idea why it is happening.

Now that the site is back up and running, the form mail no longer works. I had the web designer look at the site, download it on his test server, and it works fine. The sites form mail do not work on Vortechs servers.

I contacted Vortech and they keep giving me random questions back that to me seem to make no sense.

Finally the last person that responded to me suggested I try "downloading our example php.ini to the web accessible root". My web designer says they use a very simple form mail code that I should not have to do that. As well, the form mail on other sites work that I host with Vortech that is the same code just a different server.

So obviously it is something on Vortechs side and they are just refusing to help.

I would like to save this client. If anyone can help me I would appreciate it.

[Brangwyn]

My web designer says they use a very simple form mail code that I should not have to do that

Ignore your web developer, use the php.ini from the vortechsupport download section, you'll need to ensure the smtp_from is either set to a valid email address or null and you'll probably find things work perfectly, Josh has posted this info a couple of times including a great post on script mail gotchas (which I can't seem to find).

[bfriended]

I am not comfortable downloading anything to the ROOT this is not something I should have to do especially when the same script works every where else but this one server.

[Brangwyn]

Dowloading an .ini file and putting in your web folder is not a big deal, if you're not prepared to make such a small change to help yourself fix the problem then frankly I'm not totally surprised if support are giving you a run around. There is no risk in doing this and the sooner you do the sooner you'll probably get things working or at least have ruled one further thing out.

Script mail is now probably the largest originating source of spam on the internet, particulary poorly coded scripts, by doing things like insisting on smtp_from being correctly populated it helps everyone track spammers and shut them down.

[bfriended]

Originally Posted by Brangwyn

Dowloading an .ini file and putting in your web folder is not a big deal, if you're not prepared to make such a small change to help yourself fix the problem then frankly I'm not totally surprised if support are giving you a run around. There is no risk in doing this and the sooner you do the sooner you'll probably get things working or at least have ruled one further thing out.

Script mail is now probably the largest originating source of spam on the internet, particulary poorly coded scripts, by doing things like insisting on smtp_from being correctly populated it helps everyone track spammers and shut them down.

I am a reseller because I rely on them to do the technical things. This is not something I should be doing.

As well, there is more than just putting a file in the folder. There are things that need to be changed and I am not the person that should be doing that. Again, the form mail works on all other servers, and was working on this one until recently. Thanks to Vortech it is not. Why is it out of the realm of my thinking that they should fix what they screwed up instead of asking someone that has no idea what they should be chnaging to do it, and possibly screw up their mistake more?

[powvex]

smtp_from part should be set by you in php.ini. there is nothing else that should be done at your side, and its nothing that risk your site.

[bfriended]

Originally Posted by powvex

smtp_from part should be set by you in php.ini. there is nothing else that should be done at your side, and its nothing that risk your site.

Thank you

[Edwin]

Hello,

I'm not sure if this was the post Brangwyn was referring to, but some time ago I made the following post regarding sending mail from scripts: clicky!

The post also explains why you have to do what you had to do; this was something that has been in place for a long time here, and I apologize if you felt as though you were given a run-around.

By the way, as a general rule, always try what Brangwyn says. The guy's a forum god and knows what he's talking about! (Usual disclaimer: that is my view, not Vortech's! I speak for myself only!)

[Brangwyn]

Oops no wonder I couldn't find that post, had thought Josh posted it for some reason, my appologies to ya Edwin !!

[bfriended]

Just to follow up to be fair to Vortech. Clayton w/ Vortech actually gave me a step by step to fix the issue and it worked. IF the person that first responded would have given Claytons response, then I would not have been so frustrated with the whole process. Of course ALL THE OTHER issues Vortech is having right now does not help people stay calm when little things like this turned out to be happens.

Thanks Clayton. Again, I appreciate your response.

[Vixen]

Originally Posted by bfriended

ALL THE OTHER issues Vortech is having right now does not

What issues are you referring to??

[bfriended]

Originally Posted by Vixen

What issues are you referring to??

You are joking, right?

The down time. Servers running slow. No one will answer your phones. Help desk tickets being deleted without being answered (actually happened to me). The standard response from the help desk is "Things work fine for me" when things are obviously not fine.

Pretty much anywhere you go to ask about Vortech (this board, WHT, and others) now a days they tell the same stories. People talk about how good Vortech used to be, and how bad things are getting now.

I won't lie, I have thought about leaving in the past and recently. I only have a few clients though and am hoping that things with your company get back to like how they used to be so I can start growing my company again. Currently I have to spend all of my time trying to retain the few clients I have instead of marketing and trying to get new ones.

I have been a customer of yours for years. I actually had about 300 clients at one time, and sold my client base (came back, built up and sold again). When I got back into reselling the last time, I came back to your company because of the positive experience I had with your company the first two times.

Servers were always fast, there never was any downtime, etc.

Now no one can say that about Vortech. I am hoping though that someone there finally figures out what ever is obviously wrong, and starts getting back to how your company used to operate. I would love to go back to bragging about how good your company is.

[opt2004]

I guess Vixen has been asleep since the last upgrade that caused and is still causing problems.

[Clayton]

Originally Posted by bfriended

Just to follow up to be fair to Vortech. Clayton w/ Vortech actually gave me a step by step to fix the issue and it worked. IF the person that first responded would have given Claytons response, then I would not have been so frustrated with the whole process. Of course ALL THE OTHER issues Vortech is having right now does not help people stay calm when little things like this turned out to be happens.
Thanks Clayton. Again, I appreciate your response.

Not a problem.

[Danl]

What upgrade would you be referring to, if you're referring to the H-sphere upgrade, all issues revolving around that upgrade have been solved a long time ago.

-Dan