Full List Of WHMCS V5.1.2

[BusinessWebsiteDev.com]

It seems that there are lots of people reporting bugs with version 5.1.2 within the forum, but WHMCS (Matt) are claiming that there are "overall very few bugs". Looking at the forums, it seems that there are not "very few bugs".

 

Either WHMCS do not know of many of the bugs (and this is a possibility as I keep seeing tickets sitting for 1-2 weeks with no reply and WHMCS do not seem to be able to see these tickets until I open another ticket with the details of the missed ticket) or the bugs mentioned in this form are not being passed to WHMCS via their ticketed support system.

 

Therefore, I am adding this post so that people can add the bugs that have been reported to WHMCS.

Please reply with brief details of the bug, the date you opened the ticket and the ticket number.

 

I hope this will allow us to see a full list of reported issues so that we know what has already been reported. Likewise, I hope this will also help WHMCS with the bugs they are addressing. With so many active customers, one bug can easily produce thousands of tickets for WHMCS.

 

First, here are my issues:

 

1) Product bundles within category are not displayed in the correct order. I have added full details of this issue and replies below:

Ticket ID 331618

Opened On (issue reported on) 29/07/2012 14:04 (this issue is now FIFTY DAYS OLD and WHMCS do not even know about the bug they were investigating. I have had to re-explain the issue to them again even though they said they were investigating it and would let me know. I never heard from them again even though I followed up on it a number of times which are shown below.)

July 29th (Lawrence)

1) It should be sorting in relation to the other products there. Please confirm that the Sort Order setting for the applicable bundle under Setup > Products/Services > Product Bundles is set to 2.

 

July 31st (My reply)

Absolutely, it is indeed set to #2. We have three products in the series and they are:

Single License: #1

Unlimited License: #3

Both of these are single products and the final product is a bundle, which is just 5 single licenses.

5 License Pack: #2

Please see attached images.

 

Aug 12th (Lawrence)

We are continuing to investigate your sorting issue and will update this ticket as soon as we have more information. Thank you for your patience.

 

So, as you can see, this issue was reported to you on (or before) July 29th, which is when lawrence first replied about it. Yet no one at all has updated me and I have chased after this issue constantly.

 

I asked for a follow up on 18/08/2012 14:03 but you closed the ticket without making a reply. I re-opened the ticket on 28/08/2012 01:48 asking why it had been closed. Chantel replied on 04/09/2012 11:00 (a week after my reply and only due to a formal complaint!) and failed to explain why the ticket had been closed. On 05/09/2012 16:12 I asked again for a follow up and that is when you made your last reply.

So, as you can see, no one from your end has followed up on this and when I tried to get an update from you, I was ignored, my ticket closed and then I was ignored again! You can I both know that this is truly appalling service. I should never have had to ask for an update so many times.

 

2) Merge Module is out of date and incorrectly documented. (Not fixed, but in hand and close to being resolved on my install)

Ticket ID 331618

Opened On 17/06/2012 17:15

 

3) Html used within product and bundles. <br /> acts as <br /> in one and <p> in the other.

Ticket ID 996893

Opened on 16/08/2012 23:44

[wsa]

It be nice if they make a list of all the bug or fixed already

[invictus]

Great idea for a thread. Here's my main issues:

 

1. Products which are set to activate on payment are not doing so. They don't activate until each order is manually accepted.

Ticket ID: #746560

Opened on: 17/07/2012

 

2. When a customer makes an order using a coupon for 100% discount (no payment needed) cart.php throws an error on the last step.

Ticket ID: #746560

Opened on: 17/07/2012

[BusinessWebsiteDev.com]

@htb I think that they are doing damage control and I understand not producing a list of bugs. However, this in turn causes customers to open tickets as there is no info they can check to see if what they are experiencing has been reported and confirmed as a bug.

[BusinessWebsiteDev.com]

@invictus Thank you for your list. Have WHMCS checked these and told you that they will release a fix?

Unfortunately, WHMCS have a lot on their plate, the recent attacks, the DDOS attacks (WHMCS state they were DOS, but I assume they are DDOS), the latest release of WHMCS which seems to have caused a lot of issues and the constant high flow of tickets.

 

It seems to me that WHMCS has some major issues with their system. This is a major concern for us because they use WHMCS, so if they are having issues with it, you can be sure it is effecting us. However, no info or advice has been provided yet.

 

Below are two bugs which seem to be present in WHMCS. I can not tell if they have happened to me or not, but I know for sure that they are present in the version of WHMCS that WHMCS uses on their website. I assume they do not use beta releases and therefore it can safely be assumed that these bugs are present in the latest version of WHMCS.

 

Bug 1

I know for a fact that WHMCS are receiving a number of tickets which they can not see even though they are in open or customer reply status. I have seen this happen and WHMCS have told me that they could not see the tickets until I provided the ticket number. This says to me that there are some tickets that do not show up in the list of tickets awaiting a reply and as such, the tickets do not receive a reply.

This can be confirmed by looking in this very forum as there are many, many people who have been waiting a long time for a reply. Matt and Chantel have informed me that the absolute max you should wait for a reply is 4-5 days! Therefore, it is safe to assume that if you have a ticket that has had no reply in 6+ days, it has slipped through the gaps in WHMCS and they can not view the ticket when they look at all tickets waiting for a reply.

 

My concern is that if this is happening to WHMCS when they use WHMCS, you can be damn sure it is also happening to us. I am worried that I may have lost a lot of business due to missed tickets or that existing customers have opened support requests that we have not addressed as we can not see them.

 

It took almost a solid month of interrogating WHMCS, opening a formal complaint and speaking to Matt to finally be able to get the confirmation that some of my tickets had not been replied to as they could not see them.

[BusinessWebsiteDev.com]

Once we have enough bugs listed on here, I will contact Matt and ask him to have a look to make sure that all bugs are in their hands and that they are aware of all ticket numbers detailed, as the tickets may be sat there with no reply and WHMCS may not be able to see them.

Edited September 17, 2012 by BusinessWebsiteDev.com

[invictus]

@invictus Thank you for your list. Have WHMCS checked these and told you that they will release a fix?

 

In short, no. About a month ago Matt replied in my ticket and said he checked the issue and could verify it (at least on my site) and was looking into it. He tried uploading replacements for all the WHMCS files, but it didn't fix the problems. After that there has been nothing at all, until recently the new superstar forum mod Infopro started helping me here.

 

If I get any word on a fix I'll let you know.

 

The things you listed as bugs with WHMCS may be what happened to me, no responses to my ticket and then it was closed out of the blue. I did re-open it though.

 

Matt and Chantel have informed me that the absolute max you should wait for a reply is 4-5 days!

 

So what are we to do after this time has passed if we don't get a response? A lot of people have said NOT to bump tickets because it sends them to the bottom of the queue. I figured if the queue was 2 months long I would not risk bumping my ticket.

 

Opening a new ticket and linking to the old one just seemed like it would cause more work for support so I didn't do that either.

[liz926]

The bug I see when you click on the ticket then click on client log you see other information that is not your some other client

[BusinessWebsiteDev.com]

The bug I see when you click on the ticket then click on client log you see other information that is not your some other client

 

Hello, please reply with the ticket number and the date you reported it.

[BusinessWebsiteDev.com]

Ok, so here is my total list of bugs reported to WHMCS. Some have been waiting for a reply longer than FIFTY DAYS!!!!

 

In my opinion, WHMCS has become a huge mess that is nigh on impossible for clients to navigate easily. Clicking on the order link will take you to a category (and a hidden one at that!!!!!). To view all categories you need to change that at the top of the page. Why does it assume that all customers want to view this one hidden category? Its is a very bad design. Have you ever tried to order an add-on? only 1% of our customers have managed to order an add-on, the rest contact us angry at how complex it is. Then we have downloads which can only be downloaded via the product page. We had to create a training manual for customers as it is not very straight forwards. The download shows in the downloads section but throws an error every time you try to download it. WHMCS say that this error is because customers have to download it from the products page! So why does it allow the product to be shown in downloads? Its something they are working on.

 

The last thing we should need to do when we buy a product of this size is to troubleshoot it, edit it and create bug lists.

 

I am seriously so close to just closing my account and going elsewhere. There are alternatives that do everything WHMCS does, they cost a quarter the monthly fee and they reply to most support requests in 8 hours.

 

1) Product Order Bug

Ticket ID: 331618

Reported On: July 29th

This has been going on for a long long time. I have asked for numerous updates and have received no updates at all!

Details are added below:

July 29th (Lawrence)

1) It should be sorting in relation to the other products there. Please confirm that the Sort Order setting for the applicable bundle under Setup > Products/Services > Product Bundles is set to 2.

 

July 31st (My reply)

Absolutely, it is indeed set to #2. We have three products in the series and they are:

Single License: #1

Unlimited License: #3

Both of these are single products and the final product is a bundle, which is just 5 single licenses.

5 License Pack: #2

Please see attached images.

 

Aug 12th (Lawrence)

We are continuing to investigate your sorting issue and will update this ticket as soon as we have more information. Thank you for your patience.

 

So, as you can see, this issue was reported to you on (or before) July 29th, which is when lawrence first replied about it. Yet no one at all has updated me and I have chased after this issue constantly.

 

I asked for a follow up on 18/08/2012 14:03 but you closed the ticket without making a reply. I re-opened the ticket on 28/08/2012 01:48 asking why it had been closed. Chantel replied on 04/09/2012 11:00 (a week after my reply and only due to a formal complaint!) and failed to explain why the ticket had been closed. On 05/09/2012 16:12 I asked again for a follow up and that is when you made your last reply.

So, as you can see, no one from your end has followed up on this and when I tried to get an update from you, I was ignored, my ticket closed and then I was ignored again! You can I both know that this is truly appalling service. I should never have had to ask for an update so many times.

 

2) Feature Badly Implemented

Ticket ID: 996893

Reported On: Aug 16th

The feature that was added for product descriptions does not work properly as it breaks all links except internal links. I can not link directly to any other domains. Surely if you implement a feature that breaks something, you should implement it a different way as is suggested within the ticket. While linking to the link file to redirect is a work around, it is not good for SEO and reduces the trust of our customers as the link does not seem to go where it claims to go.

 

3) Configuration link shows when no config is available

Ticket ID: 475446

Reported on: Aug 18th

I was told that this was implement for most customers, even though it breaks (or seems broken) for the minority of customers. You should have used an argument to only display it when it was available. Will you fix this issue? If not, how can I fix it?

WHMCS have replied with a method to edit this. However, I find it odd that they implement a feature for most customers, while it will look very bad for the minority of customers.

 

4) Merge Module is outdated and broken

Ticket ID: 291009

Reported on: Aug 18th

When we used the merge module, we had to open a huge ticket as the module included incorrect information. The outcome of the merge is that all customers were imported and the default currency was forced upon them with no conversion. 10'000 pesos became 10'000 dollars.

 

5) Customer Account Not Upgrading

Ticket ID: 552088

Reported on: Aug 28th

A customer with an outstanding invoice for overages can not be upgraded to a larger hosting account.

[robertlee749]

Hey,

This is very good to all, and if it may be find out the bug which is very familiar to all bugs.

[easyhosting]

This is NOT a bug its the autoclose feature built into WHMCS ( if a ticket has no action on the ticket in a certain period it autocloses if this feature is enabled)

[BusinessWebsiteDev.com]

This is NOT a bug its the autoclose feature built into WHMCS ( if a ticket has no action on the ticket in a certain period it autocloses if this feature is enabled)

 

I do not mean within my install of WHMCS, I mean that WHMCS are closing my support tickets with them even though their status is "Customer Reply". I know that tickets that are in other status can be automatically closed, but not tickets using the status "Customer Reply". If WHMCS are experiencing this issue, we customers who use WHMCS could too experience the issue.

[BusinessWebsiteDev.com]

Hey,

This is very good to all, and if it may be find out the bug which is very familiar to all bugs.

 

That is what I hoped Robert. I know WHMCS are swamped with issues, so I hoped we could help them by creating our own list which should help them to focus on the real issues, instead of having thousands of tickets which they are trying to identify if they are existing or new bugs.

[easyhosting]

I do not mean within my install of WHMCS, I mean that WHMCS are closing my support tickets with them even though their status is "Customer Reply". I know that tickets that are in other status can be automatically closed, but not tickets using the status "Customer Reply". If WHMCS are experiencing this issue, we customers who use WHMCS could too experience the issue.

 

these tickets do also autoclose if not actioned after a certain period just like other ticket statuses

[LDHosting]

This is NOT a bug its the autoclose feature built into WHMCS ( if a ticket has no action on the ticket in a certain period it autocloses if this feature is enabled)

 

Do we really need to argue as to WHY the ticket was closed without a reply? Whether it's due to an automatic rule that they have configured, or a staff member manually closing it, closing customer tickets without a reply is terrible and would leave a bad taste in my mouth if it was my ticket.

 

Just to recap, customers can't bump tickets as this will drop them to the bottom of the queue causing them to wait longer. Customers also can't leave tickets alone as this may result in it being closed without a reply causing them to wait forever.

 

You've posted in many threads suggesting that it's the customer's own fault that they didn't get a reply for days/weeks as they must have bumped their ticket.. what would you suggest these people do?

 

And yes, we know, your tickets get quick replies

[DigitalEnigma]

I do not mean within my install of WHMCS, I mean that WHMCS are closing my support tickets with them even though their status is "Customer Reply". I know that tickets that are in other status can be automatically closed, but not tickets using the status "Customer Reply". If WHMCS are experiencing this issue, we customers who use WHMCS could too experience the issue.

 

We don't use the built in helpdesk, but I took a look at the status settings and found that Customer Reply is set to be actioned by the auto close.

 

This to me seems silly. Granted a customer may reply and say thanks all sorted in which case having this close is ok, but in many cases if a customer replies to say issue still not resolved and it takes days, weeks, months to get any reply these too are being closed meaning customers have to re-open the tickets.

 

Back on-topic:-

 

Issue Inbound HTML formatted email

Reported on 12/07/2012

We have been testing the built in helpdesk and found that customer replied via email that were HTML formatted are adding extra line spacing between patagraphs due to the addition of extra BR tags when the email is pipped or pulled into the helpdesk.

 

This is present in WHMCS's own helpdesk too, reviewing tickets we've have replied to via email we see loads of additional spacing in the reply in the web interface.

[invictus]

Do we really need to argue as to WHY the ticket was closed without a reply? Whether it's due to an automatic rule that they have configured, or a staff member manually closing it, closing customer tickets without a reply is terrible and would leave a bad taste in my mouth if it was my ticket.

 

Just to recap, customers can't bump tickets as this will drop them to the bottom of the queue causing them to wait longer. Customers also can't leave tickets alone as this may result in it being closed without a reply causing them to wait forever.

 

You've posted in many threads suggesting that it's the customer's own fault that they didn't get a reply for days/weeks as they must have bumped their ticket.. what would you suggest these people do?

 

And yes, we know, your tickets get quick replies

 

Haha, owned.

[BusinessWebsiteDev.com]

I think everyone who has issues with WHMCS needs to be cheered up, so here is a joke for you all.

The recent DOS attack against WHMCS.com was not a DOS attack, it was customers opening tickets to report issues and chase old tickets! Hahahaha

 

Ok, now back to serious mode

[BusinessWebsiteDev.com]

Thank you Thomas. It seemed that it was not being addressed and I wanted a single place where we could all work together and then provide the list to WHMCS in the hope that it will help them identify bugs as well as helping us track our issues and get updates.

 

WHMCS just went offline again. The databases seemed to be missing for both the forums and main system. The front page stayed up as it is likely not reliant on a database. Screenshots shown below.

 

 

If you are new to this thread, please read the opening message on the first page so you know what to do.

 

I will be using this thread to compile an external list of known bugs so that we can all access the list.

 

Thank you to everyone involved.

Edited September 22, 2012 by BusinessWebsiteDev.com

[BusinessWebsiteDev.com]

You may find this interesting, or you may be annoyed at it. I am the latter.

 

You Deserve World-Class Support

 

Finally, we want to emphasize here that cPanel and WHMCS both take support very seriously. We understand that your products, business, and the Hosting Community itself relies heavily on both of our products to be successful. We are fully committed to delivering quality cPanel and WHMCS products and updates to you and we plan to ensure that you get nothing short of spectacular support for both products that you can depend on, from here on out.

 

Source: http://blog.whmcs.com/index.php?t=57970

 

Earlier in the same post, they state:

 

This new Partnership between cPanel and WHMCS has had an significant impact already in that it has created additional strain on the WHMCS support system currently in place. Due to these circumstances, cPanel and WHMCS have agreed to bring in additional temporary resources from over at cPanel to help alleviate some of this additional load that we feel this new Partnership has helped to exacerbate.

 

cPanel and WHMCS sincerely apologizes for this situation and we are working to rectify this issue.

 

cPanel, Inc. is well known for world-class support. Our plan is to take advantage of cPanel's experience and knowledge and apply it to the WHMCS support system over the next few months. We'd like to take a few minutes here and provide you with some details on the current WHMCS support situation, and let you know that we are working diligently to resolve all outstanding issues. We understand that there has been some concern here on this topic in recent weeks, and we want you to know that we are on top of this, help is on the way.

 

Support, Support, Support

 

At the time of this writing, we are aware that the WHMCS support queue does have outstanding tickets but we're working on getting caught up and getting them resolved. Some of these tickets are WHMCS administrators looking for tips or enhancements, others with configuration or usability questions, and others still, with actual technical issues requiring developer knowledge of the WHMCS product itself. These tickets are our top priority. Further integration plans have been placed on hold until this matter is resolved.

 

Unfortunately, this will not be as fast a process as we'd like. Right now, we're working to bring in some of cPanel's expert technical analysts from various other teams to help. This will require some time in getting them up to speed and to be able to provide assistance and resolution to these issues in a more timely manner, inline with cPanel's high standards.

 

So in short, they have known of the issues we face and they admit that they can not cope with the volume. It seems to me that cPanel has been informed of these issues by customers and they have insisted that WHMCS address them immediately using whatever resources are at the disposal of WHMCS and cPanel.

The agreement between WHMCS and cPanel is (I assume) one of financial and structural relevance. WHMCS may have ran out of available cash and needed an alliance to maintain their business. This is very worrying. We simply do not know the truth. However, issues of the nature WHMCS face are usually issues that are seen prior to a company closing their business. I hope that does not happen with WHMCS, but either way it does not look good at the moment.

[Bubka3]

Yes, starting rumors will not get your ticket answered any faster.

 

The only flaw with your rumor is, why would cPanel partner with a almost dead company? #commonsense

[BusinessWebsiteDev.com]

Yes, starting rumors will not get your ticket answered any faster.

 

The only flaw with your rumor is, why would cPanel partner with a almost dead company? #commonsense

 

Most rumours do not start with "It seems to me". I most certainly was not wanting to start any rumours and that was never my intention. What I said was merely my personal opinion based on what I had experienced. It was in no way a factual statement.

Not sure why you used a twitter hashtag #confused!

When companies have financial problems, it is very common for them to seek investors and partners who can bring finances into the company. I thought that the cPanel agreement seemed very odd and the statements do not clearly state what the details are.

Anyway, I am not on here to argue with you or anyone else. As I stated when I opened this, the thread is here to help users and whmcs.

 

This is getting off topic. The topic is the bugs with the latest version of whmcs and the issues relating to whmcs.com support.

[MikeP]

Why has there been no input whatsoever from WHMCS themselves on this thread..?

[BusinessWebsiteDev.com]

Why has there been no input whatsoever from WHMCS themselves on this thread..?

 

I'm not sure MikeP, I think they have too much work on their hands with the volume of tickets and number of bugs. Nice to see you MikeP, I am from Newcastle upon Tyne, now living in the Philippines.

 

Finally, WHMCS have addressed some of my issues and it only took 54 days and two tickets!

 

The following item has been confirmed as a bug and a fix was provided by their staff (see first page of this thread for full details on all bugs I reported):

 

1) Product bundles within category are not displayed in the correct order.

I have added full details of this issue and replies below:

Ticket ID 331618

Opened On (issue reported on) 29/07/2012 14:04 (this issue is now FIFTY DAYS OLD and WHMCS do not even know about the bug they were investigating. I have had to re-explain the issue to them again even though they said they were investigating it and would let me know. I never heard from them again even though I followed up on it a number of times which are shown below.)

 

The following item has been confirmed as a bug, but no fix is available yet:

 

5) Customer Account Not Upgrading

Ticket ID: 552088

Reported on: Aug 28th

A customer with an outstanding invoice for overages can not be upgraded to a larger hosting account.

 

It really is disgraceful that customers are made to wait for so long only for whmcs to go full circle and have no idea about a bug they claimed they were investigating almost THREE MONTHS AGO!

 

I am sure that the reason WHMCS are not as active as we would expect is because they are getting ready for the cPanel convention where they can sell sell sell!

 

For the record, I have been behind WHMCS all the way. I have been a customer for years and although their support was slower than all other companies I used (about 2 days for a normal reply and 4 days for a complex issue reply) they usually were on the ball. Recently, everything seems to have gone to the dogs.

 

When I joined WHMCS, they were the only company with a product of this nature that worked (I use both hosting and licensing), but now, there are many many other companies with similar products. Worse still, many of these companies provide support replies within 6-8 hours!

 

The reason I said what I did in my other reply is because it certainly seems like WHMCS are on a slippery slope. My real concern is that if anything were to happen to WHMCS, it would likely not be announced, similar to how other companies such as revver disappeared without any official statement prior. With most companies, it is not too much of an issue. If it were to happen to WHMCS, we would all be royally screwed because we would be unable to access our systems due to the licensing servers being down. This is what happened when WHMCS was attacked recently and many customers reported being unable to access their system for the duration of the attacks.

I am certainly not trying to make WHMCS look bad, they are doing that without any help from me, but I am always concerned about huge catastrophic issues that could have the potential to cause a lot of damage to our business and this is one.