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Without root access we can provide no technical support.

Discussion in 'General Discussion' started by netwrkr, Aug 17, 2003.

  1. netwrkr

    netwrkr Well-Known Member

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    I can typically troubleshoot and resolve most problems I run into with cPanel. I was having a particular problem where WHM wasn't calculating bandwidth usage correctly -- a site that normally passes say a gig a day was (according to WHM) passing a few hundred megs a day over the course of several weeks.

    So, I shoot a support ticket to CP and receive the response to run the scripts:

    /scripts/updatenow
    /scripts/cleanbw

    which I did without success.

    The next response I received was:

    "In order to diagnose the problem with the server, we will need the main ip address and root password."

    To which I responded:

    "You having root access is not an option."

    And the final response from CP was:

    "Without root access we can provide no technical support."


    I find it a little odd that CP refuses to provide tech support without root access. I am suppose to give root access to my box to someone I don't know, have no idea of their skill level so they can poke around (and make changes)? Any information they need to troubleshoot this problem could of been worked through me, but alas withouth root access they closed the ticket.


    This is absolutely crazy!

    TP

    cPanel.net Support Ticket Number: 20182
     
  2. BeNE.WS

    BeNE.WS Well-Known Member

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    How can they verify/change your configuration if they don't have root access.

    It's as going to your car dealer to fix your car, and you don't give them the keys of your car.

    cPanel.net Support Ticket Number:
     
  3. netwrkr

    netwrkr Well-Known Member

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    I can't quite understand your analogy for several reasons:

    1. My dealer (and probably most) employ ASE certified technicans.

    2. My dealer is on the hook to fix anything they break.

    3. My deal is a known entity to me -- they are backed by insurance and the manufactor of my vehicle.

    4. Any information they need to troubleshoot this problem could of been worked through me, but alas withouth root access they closed the ticket.

    cPanel.net Support Ticket Number:
     
    #3 netwrkr, Aug 17, 2003
    Last edited: Aug 17, 2003
  4. Dolby

    Dolby Member

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    His analogy is just fine.

    The root login or "the keys" are still required to diagnose and fix the problem. Deciding to trust them or not that is your call by researching the reputation. Just like you have with the car dealer you work with.

    See? ;)

    cPanel.net Support Ticket Number:
     
  5. fuzzie

    fuzzie Well-Known Member

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    Need some references...

    Count on me! Everytime I gave cpanel techs root access they fixed what needed to be fixed. Period! Try that with a car dealer.

    Give them root...after they have fixed it, change your password if you are that worried.

    cPanel.net Support Ticket Number:
     
  6. cPanelNick

    cPanelNick Administrator
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    By installing any software as root, you are already trusting the people that root it.

    cPanel.net Support Ticket Number:
     
  7. PWSowner

    PWSowner Well-Known Member

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    That's true. If you were really out there to abuse the power you can have, you could easily add something to your software that we could never find. :D

    I always wondered what that extra little process running in the background was for. ;) ;)


    I've had a CP tech in my server a couple times and so far the only results were fixes, that I know of anyway. :p

    cPanel.net Support Ticket Number:
     
  8. PWSowner

    PWSowner Well-Known Member

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    Hey bdraco, your post count is catching up to mine. :cool:

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  9. bmcpanel

    bmcpanel Well-Known Member

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    I understand the response about requiring root access completely. I also require root access to troubleshoot my client servers. Troubleshooting quite often requires root access. It's just how it is.

    cPanel.net Support Ticket Number:
     
    #9 bmcpanel, Aug 17, 2003
    Last edited: Aug 17, 2003
  10. tAzMaNiAc

    tAzMaNiAc Well-Known Member

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    Agreed....

    Networker,

    Root access is needed to be able to see everything completely. By not letting them, you only let them have a limited account that won't be able to edit many files they need to edit in order to fix YOUR problem.

    I don't see why you should have reason to fear them.
    CPanel techs are there to help, not plunder! After all you are paying them for this service! Simply change the root everytime you have someone in there.

    Brenden

    cPanel.net Support Ticket Number:
     
  11. netwrkr

    netwrkr Well-Known Member

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    That helps. Thanks!

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