thananit Posted September 2, 2014 Share Posted September 2, 2014 I order the upgrade service for $49.95 but your service was not 100% successful. After upgrade to new version 5.3.9 I can't accept the order on WHMCS's control panel that I open the ticket and wait more than 9 hours for solve this issue but no feedback. And I've just received a message about WHMCS services fee $30 for fast track support this issue that I think unfair because this issue should cover WHMCS responsibility and should immediately fix my problem because I pay for upgrade service that I think, it's convenience and no risk for me. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Ryan Posted September 2, 2014 Share Posted September 2, 2014 Hello, Can you provide the ticket ID so I can investigate this for you and perhaps offer a better explanation of what is going on. --Thanks 0 Quote Link to comment Share on other sites More sharing options...
thananit Posted September 3, 2014 Author Share Posted September 3, 2014 Hello, Can you provide the ticket ID so I can investigate this for you and perhaps offer a better explanation of what is going on. --Thanks Hello, My Ticket #KVC-302380 and solve already. (after I post on forums and follow them again) I was disappointed with the service. Errors caused by the upgrade, your team didn't attention to the details that I give and not aware of the problem that it affects to the clients business. Thank you 0 Quote Link to comment Share on other sites More sharing options...
Infopro Posted September 3, 2014 Share Posted September 3, 2014 This thread's title has been updated to better reflect the issue that was resolved I believe, according to the ticket, by replacing the default directadmin.php with one provided by WHMCS Technical Support. 0 Quote Link to comment Share on other sites More sharing options...
thananit Posted September 3, 2014 Author Share Posted September 3, 2014 (edited) This thread's title has been updated to better reflect the issue that was resolved I believe, according to the ticket, by replacing the default directadmin.php with one provided by WHMCS Technical Support. This problem should not be happening because I have sent details of hosting before upgrading. and Why did you send me a message for pay a fast track support? You should immediately resolve this issue for clients. Edited September 3, 2014 by thananit 0 Quote Link to comment Share on other sites More sharing options...
Infopro Posted September 3, 2014 Share Posted September 3, 2014 This problem should not be happening because I have sent details of hosting before upgrading. I haven't seen the upgrade request where you mentioned directadmin connecting on another port, so I can't properly answer that. and Why did you send me a message for pay a fast track support? I've never seen this message myself, care to share it with us here? You should immediately resolve this issue for clients. What issue? Is your site working now, properly? 0 Quote Link to comment Share on other sites More sharing options...
thananit Posted September 3, 2014 Author Share Posted September 3, 2014 (edited) I haven't seen the upgrade request where you mentioned directadmin connecting on another port, so I can't properly answer that. I've never seen this message myself, care to share it with us here? What issue? Is your site working now, properly? Finally, I have 3 points about this issue. 1. I send all hosting & FTP details that the hosting's control panel show my port. I think, the upgrade team should know what's port no.? Right? Your upgrade team should expert about progress more than me, I will pay this service. 2. After upgrade I can't accept the order that I quickly let the support team know by ticket but I wait more than 9 hours. 3.I followed this progress but I received a message about WHMCS services fee $30 for fast track support this issue. Now the message lose from ticket. I don't understand why your company will charge it? I should you ask your support team about fast track support fee better than ask me. Now,this issue has been solve after I post on forum and follow on the ticket. Thank you Edited September 3, 2014 by thananit 0 Quote Link to comment Share on other sites More sharing options...
Infopro Posted September 3, 2014 Share Posted September 3, 2014 1. I send all hosting & FTP details that the hosting's control panel show my port.I think, the upgrade team should know what's port no.? Right? Yes. And it's port 2222 for directadmin. As was explained to you in the ticket I saw, a custom directadmin.php file was provided to you due to your need to connect directadmin on a non standard port. Did you explain that you do not connect to directadmin on the default port 2222 when you requested the upgrade service originally? I can't answer that. The documentation clearly mentions the directadmin port normally used: http://docs.whmcs.com/DirectAdmin The following ports should be open for outbound connections from your WHMCS server: 2222 FTP details are a different port number. The FTP port number you mention in your ticket, is different than the port number you use for your directadmin module, too. 2. After upgrade I can't accept the order that I quickly let the support team know by ticket but I wait more than 9 hours. I'm having troubles understanding you comments properly, but there is a blog post about Fast Track Support here: Introducing Fast-Track Support - WHMCS Blog I can find no mention in the ticket I saw, where you were asked about upgrading to Fast Track Support. It is an offering you choose or not, when you open a ticket. You don't have to chose it. 0 Quote Link to comment Share on other sites More sharing options...
thananit Posted September 3, 2014 Author Share Posted September 3, 2014 Yes. And it's port 2222 for directadmin. As was explained to you in the ticket I saw, a custom directadmin.php file was provided to you due to your need to connect directadmin on a non standard port. Did you explain that you do not connect to directadmin on the default port 2222 when you requested the upgrade service originally? I can't answer that. The documentation clearly mentions the directadmin port normally used: http://docs.whmcs.com/DirectAdmin FTP details are a different port number. The FTP port number you mention in your ticket, is different than the port number you use for your directadmin module, too. I'm having troubles understanding you comments properly, but there is a blog post about Fast Track Support here: Introducing Fast-Track Support - WHMCS Blog I can find no mention in the ticket I saw, where you were asked about upgrading to Fast Track Support. It is an offering you choose or not, when you open a ticket. You don't have to chose it. About port no., I understand port 2222 is your standard directadmin.php But I didn't use port 2222 , I uesd port 4229 began set up WHMCS. Your support team send the directadmin.php (4229) to me and I upload by myself. And I confirm that I send details hosting's control panel xx.xxx.xx.xx:4229 ็However,this issue was the end that useless to dispute. Thank you 0 Quote Link to comment Share on other sites More sharing options...
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