I thought I might share a recent support ticket thread with HostUpon, a hosting company that advertises their services here at Boonex. I will let it speak for itself without comment:
View Ticket 522858
Department Support
Date 10/03/2009 02:29
Subject Need A Fix on This Soon Please
Status Closed
Urgency High
TBE Associates
Client Posted: 10/03/2009 02:29
I switched to your service mainly because you are setup to handle all of the features of Dolphin while my last host provider was not. However, for some reason, using Dolphin on your servers will not allow me to post topics in the Orca forum side. I can setup categories but it freezes at "loading posts" whenever I go to write a new post. I even uninstalled my migration and installed a fresh version provided by your installation and it still happens. But on my other account with my other provider it does not. I am testing your services before deciding to commit long term here. I am leaving a provider I have been with several years and am hoping to build into your larger service options with my client base. Someone at the Boonex forum suggested I send you this link:
http://www.boonex.com/trac/orca/wiki/OrcaStart
This is in relation to (client site masked for publication) which I have also on my account but I have several Dolphin projects to migrate so I require a solution. Since you do advertise your Boonex experience I thought maybe you would have had your servers already configured for all the Dolphin components but of course sometimes you may add a new server and it is not setup the same way I know.
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IP Address: ( masked for publication)
Chris M.
Staff Posted: 10/03/2009 11:30
Please provide me with a test account and the procedure to replicate the issue so I can test it from my end.
thanks
HostUpon Support Team
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TBE Associates
Client Posted: 10/03/2009 12:16
(client site masked for publication)
LOGIN: support
PASSWORD: hostupon
ISSUE 1:
What you want to do is attempt to go into the FORUMS link which is on the top menu fourth from the right. In Firefox you will get a blank page. In IE you will get to the forum.
Click on the link "General Site Discussion".
When it loads the forum listings, click on the "suggestions" link.
Now click on the button to the right that says NEW TOPIC
It will resolve to a LOADING POST TOPIC PAGE status and just stick.
ISSUE 2:
What you want to do is click the GROUPS link which is on the top menu just under the words "free to join".
Down the page there will be a link for "… Musicians, Singers & Songwriters" under the header Top Groups. Click it.
When you look down the page under the section called "Group Forum" you will see nothing but code.
According to Boonex and the link that I sent you regarding their server recommendations, this issue shows up when PHP is not XSLT compiled.
This issue is EXACTLY described many times by other users of Dolphin with the result nearly always being issues with the PHP setup on the host server.
I did a search and comparison to the recommended settings I provided you from Boonex and it does not appear that your settings meet their recommendations for that component.
The final reason I believe it has to be something server related is that the issue does not appear in my Dolphin installations with my other host provider.
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Chris M.
Staff Posted: 10/03/2009 12:37
Hi
Dom/Xlst is only compiled on our Private Hosting not shared hosting. The shared hosting only support Dolphin itself aside from the RMS service.
Let me know if you have any further questions -
HostUpon Support Team
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TBE Associates
Client Posted: 10/03/2009 12:50
YOU STATED: "The shared hosting only support Dolphin itself aside from the RMS service." We are not talking about RMS we are only talking about the FORUM which is a standard component of Dolphin. I have an account with (masked for publication) which will not allow me to stream but I have no problem with the forum at all because XSLT is installed. I am enclosing the php output info from that dolphin installation for your review. The problem is that you ADVERTISE yourself as fully Dolphin supported on the Boonex site and this type of PHP support is a CLEAR requirement of the core Dolphin program. I am not requesting RMS service. If you cannot provide me with the appropriate configuration then you are falsely advertising your capabilities and I would like a refund. I am a member of the Boonex support community and I really don't want to have to discourage others from using your services. This is a common Boonex requirement that you should be able to offer if you advertise yourself as a Dolphin ready host. I pay less for my (masked for publication) account and don't have this issue. Please look at the enclosed configuration output.
Attachment: phpinfo2.pdf
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Chris M.
Staff Posted: 10/03/2009 13:14
The forum is not a standard component it's actually it's own service/product.
You can clearly see that at: http://www.boonex.com/
Each one is it's own component, we support the Dolphin community software on shared hosting.
We are not falsely advertising anything, if you read our Q and A page it clearly states:
BoonEx: Which servers does your company offer for BoonEx customers?
HostUpon: We offer two options for customer. Shared Hosting and Private Hosting. Our Private servers are fully managed unlike a typical VPS and are designed with all of BoonEx software requirements in mind.
In any case I can definitely provide a full refund as you are within your first 30 days of service, no problem!
Let me know if you wish for me to proceed and I can have this done for you today.
thanks!
HostUpon Support Team
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TBE Associates
Client Posted: 10/03/2009 13:32
What is clearly misleading is that you know as well as I, or should know given your advertising at Boonex, that the forum is standardly packaged with Dolphin just as you are aware of some of the other modules and components commonly used which require RMS. You appropriately stipulated that you do not support RMS. However, to advertise support of a product means that users of that product will reasonably conclude that you support the standard "Package" of which you did not exclude support of the forum component nor stipulate it as a component only supported at your Private Server Level. I am glad that you clarify this now and within context. I would hope that you would also correct these oversights in your representation with Boonex on their site. Yes please do facilitate my refund today. As it was done with PayPal, the reversal should be fairly effortless. I am not going to trash talk your company over this because I think you have reasonable and affordable offerings at every level and I had hoped to go from testing you guys out to doing more serious business. However, as you place yourself out there as a Dolphin friendly community, this is an issue that your sales and support should have been ahead of and should not have required so many exchanges for what I have discovered to be a very well documented support issue with the Dolphin package. I am going to post this exchange within full context at the Dolphin support community but in fairness to you, not until I give you the last word.
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Chris M.
Staff Posted: 10/03/2009 13:40
Fair enough,if our advertising was mis-leading I do apologize. I am glad you brought it to our attention as we would be unaware that customers may believe it is suitable on our shared hosting environment. Positive criticism is always welcome!
Your refund has been completed:
Refund (Unique Transaction ID #(masked for publication)
In reference to: (masked for publication)
Shall I leave your account activate for24 hrs to move data or can I now close the account?
Thank you for trying us out and again I'm sorry if our service did not meet your requirements.
All the best -
HostUpon Support Team
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TBE Associates
Client Posted: 10/03/2009 13:59
You have been gracious in this. Rest assured that my frustration is not an anger. None of us like to waste time. I have completed the site and sql downloads so yes you may close the account. I will re-evaluate your products and services when I am at the project level where I need to competitively assess the Private Server option. We all learn through these exchanges and it isn't about the mistakes we make, but how we each can improve from the experience. In this matter, I am ultimately pleased with your communication.
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Chris M.
Staff Posted: 10/03/2009 14:51
Thank you for the kind words -
I will definitely pass the info to our team as this will not go unheard.
I will now close the account and this ticket.
Cheers -
HostUpon Support Team
