myellow_media Posted January 17, 2012 Share Posted January 17, 2012 hi, well all i can say is at the moment im kind of frustrated with the support side of things. Don't get me wrong I think WHMCS is a great product and most of the support i have received has been great up until my latest ticket. Basically I can't process orders through the front end nor back end of my installation. it just times out. i raised it with support over a week ago, and the answer that was given was putting the issue back on my hosting provider saying they needed to increase their process timeouts. I purchase the license directly from WHMCS and the issue is with the product not my provider. it's taken from the 10th of this month up until this morning in australia to be asked what the log in details for my installation where. these past 7 days have just been back and forth with WHMCS making me go back to my hosting provider and getting them to make changes. I just want a working installation. I have already had one client decide to not host through us because the system screwed up. That has just cost me over $200 bucks australian that he was willing to pay for our services for the next two years. Now we are just designing his site and he will host it else where. When is WHMCS going to reply! It's 9am right now in London and I can't even call anyone to get it escalated. 0 Quote Link to comment Share on other sites More sharing options...
WebsiteIntegrations Posted January 17, 2012 Share Posted January 17, 2012 Basically I can't process orders through the front end nor back end of my installation. it just times out. i raised it with support over a week ago, and the answer that was given was putting the issue back on my hosting provider saying they needed to increase their process timeouts. I purchase the license directly from WHMCS and the issue is with the product not my provider. If it works on thousands of other sites then why do you think the issue is the product and not the provider or something you did? 0 Quote Link to comment Share on other sites More sharing options...
bear Posted January 17, 2012 Share Posted January 17, 2012 the answer that was given was putting the issue back on my hosting provider saying they needed to increase their process timeouts. I purchase the license directly from WHMCS and the issue is with the product not my provider. Have you spoken to your provider? If the support folks here stated it's a PHP timeout ,then I'd trust that is the likely cause, and worth pursuing. I can't speak for the support other than to say I've never had an issue with it. They are currently hiring more, so maybe it's a little slower than usual during training? 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted January 17, 2012 WHMCS CEO Share Posted January 17, 2012 Sorry for the frustration you've experienced. I've had a look over your ticket and it does certainly seem to be something that started out of the blue without anything being changed inside your WHMCS install or files, so that would tend to indicate the issue being something changing on the server side is most likely. However we will run some further tests for you. Just re the timescale, we did reply to you 3 times between the 10th and the 11th, and you didn't reply back after that until the 14th so of the 7 days, for 3 of those at least, we thought we had answered you and the case was resolved rather than you being kept waiting. Matt 0 Quote Link to comment Share on other sites More sharing options...
myellow_media Posted January 17, 2012 Author Share Posted January 17, 2012 If it works on thousands of other sites then why do you think the issue is the product and not the provider or something you did? Because I have spoken to our hosting provider who a) uses whmcs to manage all their hosting, and b) they have placed my installation on the same server where other users have whmcs installed and they have no issues. 0 Quote Link to comment Share on other sites More sharing options...
myellow_media Posted January 17, 2012 Author Share Posted January 17, 2012 @Matt I'm still waiting for a reply, I have checked our logs and no one has even bothered to look at our installation. its been more then 24 hours now since i sent the log on details. if you look at the tickets. there was another ticket created because I wasn't aware that I could reopen a closed ticket. I have another customer that's on the verge of taking his contract away from our business if this issue isn't solved. he want's automation and i cant give it to him. what is being done? i need answers 0 Quote Link to comment Share on other sites More sharing options...
Damo Posted January 18, 2012 Share Posted January 18, 2012 I'd be asking NetRegistry to look at their setup, although without knowing what plan you're on I'm guessing they're not being very helpful - their support is terrible beyond scripted advice. When I just viewed your web site it was slow (90 seconds) to load and now when I refresh it I get a parked domain page from NetRegistry. Something's not quite right there. 0 Quote Link to comment Share on other sites More sharing options...
myellow_media Posted January 18, 2012 Author Share Posted January 18, 2012 Hi Damo, I have no idea how on earth you got a netregistry page, but my site is by no means hosted by NetRegistry, it's hosted by cloudaccess in the US. NetRegistry are the people who we will be purchasing future domains through 0 Quote Link to comment Share on other sites More sharing options...
bear Posted January 18, 2012 Share Posted January 18, 2012 Not sure at what point it's timing out, but I just started an order and got to the billing info before I backed out. It was running reasonably fast. 0 Quote Link to comment Share on other sites More sharing options...
myellow_media Posted January 18, 2012 Author Share Posted January 18, 2012 Hi bear, would you be able to process an complete order? there is an option for bank transfer so you wont get charged basically its after you enter in all the details tick the check box to agree and then submit and then it hangs 0 Quote Link to comment Share on other sites More sharing options...
myellow_media Posted January 18, 2012 Author Share Posted January 18, 2012 @bear I see your account was set up. did you get to a confirmation page or anything like that? cos the system is now hanging 0 Quote Link to comment Share on other sites More sharing options...
bear Posted January 18, 2012 Share Posted January 18, 2012 No. I'd closed the window when it stopped responding, and then started over. It set up the account, but never sent me off to anywhere. This leads me to think it's having no problem inserting the data, but it has to do with the billing settings or secure URL. I'm going to back out again and simply try logging in. 0 Quote Link to comment Share on other sites More sharing options...
myellow_media Posted January 18, 2012 Author Share Posted January 18, 2012 so your orders come up in the system fine. no issues there. but it locked me out for around 5 mins each time you placed the order. just comes up with that internal 500 error. 0 Quote Link to comment Share on other sites More sharing options...
bear Posted January 18, 2012 Share Posted January 18, 2012 I was able to log in, review orders (sorry there were a few) and so on, I just can't complete an order logged in or not. I still believe it has to do with the payment processing, and/or secure URL setting. 0 Quote Link to comment Share on other sites More sharing options...
myellow_media Posted January 18, 2012 Author Share Posted January 18, 2012 @bear seeing as im new to all this, I'm thinking of just wiping WHMCS and reinstalling. do you know any install and configure cheap 0 Quote Link to comment Share on other sites More sharing options...
bear Posted January 18, 2012 Share Posted January 18, 2012 I'm afraid I don't know of anyone to do that. I do my own, and I know WHMCS offers installation but I think the setup is up to you. I get the feeling it's not something overly complicated at this point, just a matter of finding it. If you'd like me to look (bearing in mind I'm just another user here, and not working for WHMCS in any way except volunteering on the forum), I'd be willing. Can't guarantee I'd find it, though. If you have nothing in the database you need, wiping and reinstalling would be one approach. 0 Quote Link to comment Share on other sites More sharing options...
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