I would like a refund please!

[bluesteam]

Hi,

 

I must say, I am disappointed with support in a big way!

I decided to pay for the aWHMCS app. Upon installing it on my phone, the app doesn't work at all.

 

Whenever I test it, it throws the following: Server-side (XML) error occurred. Please contact support.

 

So I proceeded to open a ticket (Ticket Nbr: #YNM-693121) on the 15 May. Wednesday.

 

I provided all the necessary login information and waited almost a day for support and the response I get is, "Please give us the login information". So I do that AGAIN and I never hear from support again. Its now been almost 4 days since I opened my ticket.

 

Please can I have a refund if you are not willing to fix my issue.

 

Thanks

[WHMCS Chris]

Hello,

 

During the initial submission of credentials you did not supply sufficient information, if ./admin is not the administrative folder, we have no way of being informed it unless told.

 

You've also forced two-factor authentication login for us.

 

 

However the error you're receiving is caused by one of two things:

 

[1] You've not provided your phones IP address into Setup >> Settings >> Security >> Allowed APIs for API access.

[2] You've input the wrong API key.

 

 

If you'd like further assistance, I'll address that through the ticket - or provide a refund.

http://docs.whmcs.com/AWHMCS

[bluesteam]

Hello,

 

During the initial submission of credentials you did not supply sufficient information, if ./admin is not the administrative folder, we have no way of being informed it unless told.

No Chris,

 

During the submission of the Resellers support ticket, it asks you to enter the URL of the WHMCS installation. I provided the URL in that field. So I did provide the information.

 

You've also forced two-factor authentication login for us.

Yes, I have forced two factor authentication for all admins. That's it's purpose. You stated in the ticket that your barcode scanner is malfunctioning, well that's not my fault. I have now disabled two factor authentication for you.

However the error you're receiving is caused by one of two things:

 

[1] You've not provided your phones IP address into Setup >> Settings >> Security >> Allowed APIs for API access.

[2] You've input the wrong API key.

Suggestion nbr 2 is definitely not the problem. However, suggestion nbr 1 is not stated anywhere in the setup of the aWHMCS in this documentation: http://docs.whmcs.com/AWHMCS_Android_App

So there was no way I would know to make this change. If WHMCS staff added this suggestion to the setup instructions, maybe WHMCS would sell this product more and it would have a better reputation.

 

Also, Cell phone IP's are dynamic. Are you saying that we have to change the IP every time it changes??? That could be ALOT!

 

Lastly, I havent seen anywhere in your response to me or in the ticket that I logged, that you or any of the WHMCS support staff is at least remorseful or apologetic for making me wait almost 4 days to get a response on my ticket. I had to take it public to get a reply. Very bad support ethics!

 

I will try changing the IP and let you know in the ticket if that solves the problem.

Edited May 18, 2013 by bluesteam

[bluesteam]

Ok, so the IP was the issue. I have added it and it is working.

 

Three concerns that I have though is:

 

#1, the documentation does not indicate that we need to do that even though it might seem obvious. but people can easily overlook that.

 

#2, Cell phone IP's are dynamic. Its going to be frustrating to always have to change this before being able to use the APP if my IP has changed...

 

#3, it to me to have to make this public in order to get a response....

[And then there was one les]

#1, the documentation does not indicate that we need to do that even though it might seem obvious. but people can easily overlook that.

##Look again: http://docs.whmcs.com/AWHMCS_Android_App

 

#2, Cell phone IP's are dynamic. Its going to be frustrating to always have to change this before being able to use the APP if my IP has changed...

##$api_access_key = "";

 

#3, it to me to have to make this public in order to get a response....

##You only needed to read the documentation

 

 

You need one or the other but there is no harm in having both setup either.

 

The access key set up should be done in the main configuration file by adding

 

$api_access_key = "your-random-key-whatever-it-may-be";

 

This will mitigate the need for you to add your IP to the system as posted above by chris which eliminates the problem with dynamic ip addresses. You will need to share your key with anybody who needs it such as any staff accessing with a mobile app. This is all well documented already.

 

 

Just as a foot note, If the second option about the access key wasnt the issue, then the first one about the ip address wouldnt be an issue either because the second over-rides the first so if your ip had to be added to get it working, your key is either set up incorrectly or not at all, or supplied incorrectly when setting up the application to connect.

 

Final edit to WHMCS CHRIS... it might be an idea (if not done already) to have a link to the mobile app pages in the trouble shooting area of the documentation, i ended up searching google to get the awhmcs link, however, as i said already it is well documented but i did find it a pain in the rear to find.

Edited May 18, 2013 by CDJ Hosting

[ljesh]

The "dynamic IP" problem parses the app unusable since whenever you need to use the app it means you are in movement, and when you are in movement you get a million of different IPs.

Edited May 18, 2013 by ljesh

[bluesteam]

##Look again: http://docs.whmcs.com/AWHMCS_Android_App

if you are so sure about this, Pls point out where it states that if you don't use the api access key, then you need to configure the ip address on the security then as is what Chris was stating because I have re-read the post and nowhere did it state this.

[ckh]

I don't use the app, but, reading that page, setting up the api access key is part of the configuration process on the android phone. If you didn't follow all the steps, then I would imagine it wouldn't work correctly.

 

Under common problems, it states what would happen if the api access key was invalid. I don't see where they say anything about NOT using the api access key, so I would assume it was required from reading that page.

[bluesteam]

When I said

#1, the documentation does not indicate that we need to do that even though it might seem obvious. but people can easily overlook that.

That was in direct response to Chris Saying

[1] You've not provided your phones IP address into Setup >> Settings >> Security >> Allowed APIs for API access.

So to say that the information that I was referring to was in the setup documentation or that is is simply implied is simply wrong. No setup documentation is meant to "imply" configuration settings.

 

Nuff said!

[AssociatedVOIP]

There is always the possibility of using proxy integration for static ip access on a mobile phone.

[VicToMeyeZR]

Well I am confused... You said the API key #2 was not the problem, but obviously it was......

 

So are you making crap up to complain, or what? You should not need an IP address in your allowed list.

[And then there was one les]

if you are so sure about this, Pls point out where it states that if you don't use the api access key, then you need to configure the ip address on the security then as is what Chris was stating because I have re-read the post and nowhere did it state this.

 

 

The bottom of the page in common issues. It does not specifically say, if you have a dynamic ip do this, but the if you had found the page having gotten that notice you would have seen it. I dont think this is a new addition either.

 

Invalid IP

 

This error means the API Access Key has not been added successfully to the configuration.php file. Please refer to step 7 above. The $api_access_key line should go before the closing ?> tag.

[And then there was one les]

Okay just to put this to bed and clarify exactly how the mobile apps/API access are supposed to work.

 

 

The API has a list of IPS available to access it (general settings one per line once you yourself add them)

 

ONLY these IP addresses are permitted access to the API, all others are rejected with the exception of having set-up the $api_access_key in the file configuration.php

 

 

If you set-up this key and provide the key during API calls, this circumvents the API checks and allows your device/system/API call to go ahead regardless of the IP Address.

 

So in this case, dynamic IP Addresses for mobiles (although probably 90% of all normal IP Addresses are to some extent dynamic usually monthly lease renewal on a router) cannot reasonably apply an IP to the list and expect that it will just work no matter where you are as those IP's are more dynamic than most so you use the API key instead.

 

 

I hope this now makes sense.