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Support tickets between data center and cPanel support should be open to all!

Discussion in 'General Discussion' started by earthrat, Jun 8, 2014.

  1. earthrat

    earthrat Active Member

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    I just had an issue with cPanel that was causing all sorts of problems with database users. Nothing had been done or changed on the server prior so I found it odd when the Single Hop tech told me that some tech here told them it was an issue with the Mysql governor which up until three days ago has worked without issue.

    Your tech told him to disable it, at least that is what he told me and I gave him permission to do whatever needed to be done to fix it. Needless to say he did more than disable it, he deleted it and recompiled Apache, PHP and MySQL to an older version and really messed everything up. Not to mention the database user problem I had did not go away and instead I had a bunch of sites that broke because of his ignorance.

    When I asked for the ticket number for cPanel support I was told that was internal and that I would have to open a new ticket here. I think that is wrong on every level and I should be able to talk to the tech that gave the wrong diagnosis and see if there was another solution.

    So how do I find out who gave SingleHop the wrong diagnosis so that they are aware of it?
     
  2. Infopro

    Infopro cPanel Sr. Product Evangelist
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    From within your WHM, find the "Life Preserver" icon top right corner and click, then click thru to "Contact cPanel" and open a ticket. In the ticket, ask your question above, again. You'd certainly have more luck there, than on these forums finding more details.


    GL!
     
  3. cPanelPeter

    cPanelPeter Technical Analyst III
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    Hello,

    I'm sorry to hear that. I'm not sure what getting the ticket number now would do, you did after all grant permission to do whatever needed to be done. That being said, I would also like to review the ticket myself. If you can PM me with the servers IP address, I should be able to find the ticket number from that.
     
  4. earthrat

    earthrat Active Member

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    Thanks for the feedback guys, No cPanelPeter I granted him permission to disable Mysql governor which is what the cPanel tech told him and it is what he conveyed to me. Instead he deleted it and on top of that recompiled Apache, PHP and MySQL to the lowest version that is currently available. Granted the newbie tech did not do what he was asked to do, but I wanted you guys to know that even removing this did not solve the problem.

    I am not sure what can be done now to identify the real problem because I did have to recompile Apache again to get my sites back online and I am sure doing this has destroyed the evidence. I would however like to get Mysql governor installed and working again as it is a key part of CloudLinux as I feel it is an invaluable tool to have.

    I will PM you the server IP as soon as I save this, and thanks again for your guys input.

    - - - Updated - - -

    cPanelPeter, it says you are not accepting private messages so I was not able to give you the IP there. I have no reason to hide this information since it is easily found if someone wanted to look. Here is the server IP in question.

    - Removed -

    BTW, what is the average turn around for support if I use the suggestion that Infopro mentioned? Seems I am throwing away a lot of money each month for support with SingleHop that has caused me three server crashes from their incompetents in the last year. Seeing how they always come here when the problem is over their head, I may as well stop paying them for something that I can do and get the answers from the source anyway.
     
    #4 earthrat, Jun 8, 2014
    Last edited by a moderator: Jun 9, 2014
  5. cPanelPeter

    cPanelPeter Technical Analyst III
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    Hello,

    Thank you for the additional information. Your CloudLinux isn't presently licensed with cPanel directly, which means for CloudLinux support you would need to go to CloudLinux Helpdesk for assistance with MySQL Governor. You can verify your license by going to the cPanel License Verification page. You would need to contact SingleHop for support since that is who owns the license for cPanel/WHM.

    As for turn around on tickets, they are typically handled very quickly. The ticket opened by SingleHop was answered in less than 40 minutes. The forums here are not a means of direct support.
     
  6. earthrat

    earthrat Active Member

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    Thanks Peter, that is what I feared your answer was going to be. Sadly their support or rather lack of keeps sending me here for the correct solution. So if I need to address this issue with CloudLinux then why did a cPanel support person give out the advice to disable (delete in this case) something that had nothing to do with cPanel?

    Can you tell me if it is possible for me to purchase a cPanel subscription from you guys and have the SingleHop license I have now changed?
     
  7. cPanelMichael

    cPanelMichael Forums Analyst
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    I reviewed the support ticket in question, and from what I can tell, the advice was to disable MySQL Governor (at least temporarily) due to references of "/usr/share/lve/dbgovernor/utils/dbgovernor_map" in the cPanel error log when reproducing the issue. This was to ensure it was actually the cause of the problem, and not an actual issue with the cPanel software that we needed to troubleshoot. We do apologize for any inconvenience you experienced.

    All license/sales questions should be directed to our customer service department by opening a ticket using the link in my signature or emailing cs[@]cpanel.net directly.

    Thank you.
     
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