Full List Of WHMCS V5.1.2

[BusinessWebsiteDev.com]

On the 25th, WHMCS was unavailable at 04:36:52AM, 07:53:51PM and 07:59:51PM due to the database being unavailable. The error was "Critical Error - Could not connect to the database".

Not sure what happened to cause the database to be unavailable three times on that day while other times the database was available.

No details were provided on the WHMCS blog and the last update (EVEN TODAY) is from the 12th. I left a message asking what had happened, but no one has replied. http://blog.whmcs.com/?t=58742

In this comment, I asked about the downtime that happened on the 22nd which was the same issue as the 25th. I setup a test so I could see when WHMCS.com was down which is how I know the exact times it went down on the 25th.

Surely WHMCS know that the system had this problem, but yet there were no updates or notices about this issue.

 

What on earth is going on? Was it another attack? Were our details stolen once again? The complete lack of updates from WHMCS is worrying at the very least.

[openmind]

What on earth is going on? Was it another attack? Were our details stolen once again? The complete lack of updates from WHMCS is worrying at the very least.

You really need to get a grip and stop scaremongering. Just because the DB connection fails doesn't mean they are under attack or customer details are being stolen. It's irresponsible of you to even state that!

[BusinessWebsiteDev.com]

You really need to get a grip and stop scaremongering. Just because the DB connection fails doesn't mean they are under attack or customer details are being stolen. It's irresponsible of you to even state that!

 

Jesus, what the hell is wrong with people on this forum? Didn't you see the question marks? I am certainly not scaremongering, I am asking questions. Surely you can see that?

I am behind WHMCS. If I were not, I would not be attempting to help them by listing bugs and I would have simply gone elsewhere. You think this is my hobby? I have a million better things to do than to update this thread where most people appreciate the information and also ask why we have not had any updates.

 

Are you seriously saying that its irresponsible for me to state that it is worrying that there is no update from whmcs? Is it reassuring to you that there are no updates? Seriously Phil, you need to get a grip. No one is forcing you to read this thread. And your username is openmind but you can not see that I am asking questions and stating something that is entirely logical. Your username should be SOPA ffs.

 

If all these issues are just teething issues with their new host, why havent they released details on their website which would reassure their customers? I am not saying that they are trying to hide anything at all, they may just be too busy, but still, it does not reassure me.

 

When WHMCS were attacked, they were extremely forthcoming with information and that was awesome as it helped us all get our passwords changed before anything could happen. Therefore I would safely assume that if the same happened again, they would react in the same way. However, as I mentioned, when they have issues and do not report on it or release any info, it makes me worry.

 

It seems that WHMCS is now hosted on cPanel servers which should be good news for us. This could easily be why there are some issues, but as I said, it would be reassuring if we were told what was going on so we actually knew instead of being kept in the dark.

[easyhosting]

 

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?

 

 

point where i have said that. i have only ever mentioned how WHMCS ticket system works which any WHMCS staff member would also inform any user and have done on many threads

[openmind]

Jesus, what the hell is wrong with people on this forum?

**rant snip**

 

I was going to type a long winded reply but frankly I got bored reading your rant and decided it would fall on deaf ears anyway...

[LDHosting]

point where i have said that. i have only ever mentioned how WHMCS ticket system works which any WHMCS staff member would also inform any user and have done on many threads

 

http://forum.whmcs.com/showthread.php?51298-Support-is-a-joke-and-considering-leaving-it-s-got-that-bad!&p=243586#post243586

http://forum.whmcs.com/showthread.php?51298-Support-is-a-joke-and-considering-leaving-it-s-got-that-bad!&p=244678#post244678

http://forum.whmcs.com/showthread.php?51298-Support-is-a-joke-and-considering-leaving-it-s-got-that-bad!&p=248290#post248290

 

i bet you have been bumping yolur tickets with them which will show as reply on the ticket and push them to the bottom of the queue.

but if members did not create multiple tickets or keeps demanding updates ( which acually pushes their ticket further down the queue) then tickets would be answered quicker

 

If that's not suggesting that it's the customer's fault for bumping their ticket, I'm not sure what is.

 

If you would like more examples, either use the search function or drop me a PM.

 

So, how WOULD you suggest that these people who's tickets get closed proceed? We know they shouldn't bump, we know they shouldn't open extra tickets, we also know they shouldn't leave it due to the autoclose, you also seem to take exception to them complaining on the forums.. your suggestion?

Edited October 1, 2012 by LDHosting

[BusinessWebsiteDev.com]

Good lord, this all turned out bad. All I wanted to do was have a discussion and see what was going on while providing a list of issues.

 

So, WHMCS have done it yet again. Below is my latest complaint to WHMCS which I opened as a ticket. I hate complaining, all I want is a reply to existing issues that are in their hands yet have gone on for months and months.

 

Ticket ID: 861871

On 28/09/2012 10:02 Matt said "I will have a response to you on this via Ticket #291009 later today.".

 

No reply came, so I replied on 29/09/2012 07:34 asking if he meant the day before.

 

Still no reply came so I replied again in 02/10/2012 07:41.

 

I then opened ticket ID 876188 to request it was addressed and ask why I was being ignored.

 

That ticket was closed without any reply being made.

 

To say that I am furious would be a drastic understatement. I am absolutely livid.

Why on earth does this keep on happening and what will you do about it? This is entirely unacceptable.

 

I assume this is not happening to everyone and numerous people at WHMCS have guaranteed that it will not happen again to me, but yet it does. This really is pathetic service and I am absolutely furious at the volume of time we are spending chasing after WHMCS for a reply. After all, WHMCS is designed to help companies respond to customers among other things. The irony of it!

Edited October 15, 2012 by BusinessWebsiteDev.com

[easyhosting]

Ticket ID: 861871

On 28/09/2012 10:02 Matt said "I will have a response to you on this via Ticket #291009 later today.".

 

No reply came, so I replied on 29/09/2012 07:34 asking if he meant the day before.

 

Still no reply came so I replied again in 02/10/2012 07:41.

 

this would have pushed your ticket to the bottom of the ticket queue

 

I then opened ticket ID 876188 to request it was addressed and ask why I was being ignored.

 

That ticket was closed without any reply being made.

 

 

most likely as its a duplicate of your other ticket.

[BusinessWebsiteDev.com]

LDHosting, are WHMCS using the auto close feature? Doesnt that only effect some ticket status and not tickets that are "open" or "customer reply"?

I have no idea if WHMCS use it at all or not. I only use it to keep my tickets tidy and close tickets that have already been replied to and are not awaiting a reply or on hold etc.

 

Even if WHMCS do use it, they really need remove it as they clearly can not reply to tickets in time. They guaranteed me a max of 5 days was the max anyone should face even with the most technical tickets, but here I am after 18 days since I was told I would receive a reply by Matt and 13 days after I was told is the guaranteed max time it should take. To top it off my ticket reminding them was closed, but I can not tell on which date it was closed.

 

Looking at my recent tickets, people would likely think I am being harsh, but what they do not see is everything else that happened, the complaint I opened and how they stated that they would not ignore or leave tickets that required an answer, only for them to do that repeatedly.

 

I have sincerely had enough of this. I will see how they reply to my ancient issues which they claimed to still be working on.

However, in the meantime, I am testing an alternative. I sold my main business about a year ago and with it went most of my licensing customers. My new business is much smaller and is growing, so it will be easier for me to move to an alternative.

A long time ago when I joined WHMCS, there were no real licensing alternatives available. Now there are and WHMCS is likely losing a lot to these companies. WHMCS have now joined with cPanel (I think they were at a convention recently. Nice to see them get away while there are tickets remaining, issues and no updates released!) and they claim to be working on better support, but it seems to be getting worse and worse.

[BusinessWebsiteDev.com]

this would have pushed your ticket to the bottom of the ticket queue

 

Yup, well aware of that. What else was I to do? Care to explain?

 

most likely as its a duplicate of your other ticket.

 

Really? So they would close it and ignore it even though the other ticket was overdue for a reply?

 

Sorry, but you make no sense and seem to be looking for an argument. My point is merely that this repeatedly happens and they guarantee it will not take more than 5 days for a reply.

[BusinessWebsiteDev.com]

I was going to type a long winded reply but frankly I got bored reading your rant and decided it would fall on deaf ears anyway...

 

I mean no offence and I certainly do not want to argue with anyone. I was putting across my thoughts. You are indeed correct and WHMCS have confirmed that it was just an outage and not an attack. I never said it just was that, I was merely pointing out that that when issues of this nature have happened in the past and WHMCS are silent, it is worrying. Had they released info that they were moving servers and issues may happen, there would have been no doubt in our minds, but they didnt. Nor did they reply to tickets, nor did they address reported issues.

 

I usually come on here after checking my tickets, so I am usually furious as they once again havent replied. If some of that got into the ticket, I apologise. I only want to provide my side of the story in the hope it could be useful.

[LDHosting]

LDHosting, are WHMCS using the auto close feature? Doesn't that only effect some ticket status and not tickets that are "open" or "customer reply"?

 

As far as I am aware, WHMCS make use of the autoclose feature. Whether a particular ticket status should be auto closed or not is configurable on a per-status basis. If memory serves, both "Customer Reply" and "Open" are set to auto close by default but I couldn't sware to that as we have had auto close disabled on those statuses for a while.

 

I would certainly agree that disabling it on certain statuses would be a good idea.

[BusinessWebsiteDev.com]

As far as I am aware, WHMCS make use of the autoclose feature. Whether a particular ticket status should be auto closed or not is configurable on a per-status basis. If memory serves, both "Customer Reply" and "Open" are set to auto close by default but I couldn't sware to that as we have had auto close disabled on those statuses for a while.

 

I would certainly agree that disabling it on certain statuses would be a good idea.

 

Indeed. However it does not seem that it effects all tickets that are in "customer reply" status. For example one of my tickets received a reply, one was left with no reply at all and the other one in "open" status was closed!

When they finally reply, they point blank refuse to provide the reason why they did not reply even though I asked multiple times in multiple tickets.

 

This is unfortunately the horrific service that I have started to receive since just before the last update.

 

I am still shocked that no updates at all have been released even though all these bugs have been reported to whmcs.

[AssociatedVOIP]

@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.

 

This is actually not a 'bug'... instead, it is a lack of proper programming to match ticket import RE: lines with existing tickets.

This is also not a new issue... it is present in v4 as well, and has simply been ignored by WHMCS or put on a low priority - - which is causing damage to their support reputation.

The problem is, when you reply from your WHMCS software, your software assigns its own ticket number and their WHMCS software does not match it to their ticket number; and vice versa.

To be sure you are receiving replies on your system, you should be monitoring your ticket import log.

And, be aware that if you then manually import the ticket that has two WHMCS ticket numbers associated, your software will forward the message to your personal email rather than actually importing the ticket.

[AssociatedVOIP]

And the arguing here is defeating the purpose of tracking actual bugs...

Please act like adults and put your rants in private messages so the rest of us can actually try to track the bug issues.

[BusinessWebsiteDev.com]

And the arguing here is defeating the purpose of tracking actual bugs...

Please act like adults and put your rants in private messages so the rest of us can actually try to track the bug issues.

 

Hello and thank you for your reply and explanations for the bug mentioned.

 

I agree that we should not be arguing on here. Why we are is beyond me.

 

So, with the last item I reported about WHMCS taking ages to reply and then closing my ticket asking for a reply on the initial ticket, here is what WHMCS said:

 

Ticket taken 18+ days to get a reply: "There is no reason for why it took 18 days. It shouldn't have happened so all I can do is apologise."

 

Ticket closed without any reply being made: "And with regards to ticket 876188 it was closed with a view to replying to the one you had asked with a reply in right away, but that was subsequently forgotten."

 

To me, this is a double edged sword. They are being honest, which is great, but it is shocking that this is happening.

I have contacted them before about this as I was frankly amazed that they could have tickets in "customer reply" status which were ignored and essentially lost. If I did not contact them about the ticket, it was not answered. To me, this means that these tickets must be getting lost within their WHMCS installation and they must be unable to see them. There is no other explanation as to why some tickets are not being answered until WHMCS is contacted about them.

 

Based on the information we have obtained, I think it is safe to state the following about the version of WHMCS that WHMCS.com are using to provide support for WHMCS:

1) Tickets in "customer reply" status are not being closed automatically

2) Some tickets in "customer reply" or "open" status are not visible to WHMCS staff and can only be located by searching for the ticket number when it is provided.

 

This is a very serious issue because if it is happening to WHMCS, you can be sure that it is happening to us.

I have asked WHMCS again for confirmation of this issue as I find it hard to believe that they simply did not answer the ticket, especially given that it has happened time and time again and I was given a guarantee it would not take longer than 5 days to get a reply.