Bank Holiday Telephone Support

[the_bfb]

Hi all

I have held on the phone for over an hour in the hope of speaking to someone

What hours do Actinic support cover on a Bank Holiday Monday?
The answerphone tells you to hold or leave details so "someone will call as soon as possible"

Thanks

[Duncan Rounding]

Sorry - don't know.

If it's urgent then perhaps post the problem here someone may be able to help in the meantime.

[Duncan Rounding]

If your site is:
http://www.freequizzes.co.uk/acatalog/
Then it looks like you have a permissions problem. Check the permissions on the cgi-bin folder manually with an ftp client - make sure it is at least 755.

[the_bfb]

Fair point - but I've looked on the forum and there are others with the same issue as me.

Error: Error opening ../acatalog/86Z133Z77Z243A1176137347B2987.session (Permission denied)

I have done what was suggested

1) Manually deleted all session files
2) Purge and Refresh -

My only problem is that we have a massive site so a purge and refresh could take c. 8 hours and we are losing around 100 orders in the day toay and more.

In the past the helpdesk seem to have been able to fix this problem over the phone.
Phil

[the_bfb]

Thanks Duncan

I can see the cgi-bin file with my FTP client but how do I check permissions?

[Duncan Rounding]

Try my post above - and also run a network test to see it passes without errors. Perhaps your host has made some changes.

[Duncan Rounding]

Depends on your client but usually it's right-click on the cgi-bin folder and then select CHMOD

[the_bfb]

Thanks

CHMOD - says everyone have All Permissions.

Network Test

Actinic Mail Test completed successfully
server: passed
connection: passed
sockets: passed
communications: passed
authorisation: passed
message: -
The web site directory is not writable.
Unable to create a file in the web page directory.

Permission denied

Unable to create a sub-directory in the web site directory.

Permission denied

[Duncan Rounding]

Thanks

CHMOD - says everyone have All Permissions.

So does it say permissions are 777 ie Read ,Write, Exceute for: User, Group and Others?

[the_bfb]

We use Terrapin but it's

Owner of the file
Group members
Other users

All have Read, Write and Execute Permissions

[Duncan Rounding]

Have you got server space left? Have you made any changes or uploaded more dd files?

Check you don't have duplicates or old stuff in the dd directory.

[RuralWeb]

What hours do Actinic support cover on a Bank Holiday Monday

I expect they dont but Bruce has been on the forum most of the day posting so you may have just missed him. I would also contact your host to see if they have changed anything at thier end without telling you.

[the_bfb]

Loads of server space.

The problem seems to have coincided with a site upload this morning that crashed halfway through - only a couple of minor changes. The upload then worked OK but since then nothing (940 am least order on a day where we would normally get 100 ;-( )

This has happened before - just seemed to stop working - invariably I get through to telephone support, they FTP into the site - mess about - then it starts working much to both their and my delight but I have no idea what they do!

[pinbrook]

I have done what was suggested

1) Manually deleted all session files
2) Purge and Refresh -

My only problem is that we have a massive site so a purge and refresh could take c. 8 hours and we are losing around 100 orders in the day toay and more.

In the past the helpdesk seem to have been able to fix this problem over the phone.

Assuming you will not speak to any help desk today... i would ftp to the space and delete the actinc content of the cgi-bin and the content of the acatalog folder.

Then double check permissions are correct for both folders, then sit back for 8 hours for a site refresh.

if the refresh works you wil lbe taking orders after 2am. otherwise you are stuck until tomorrow morning.

[the_bfb]

Session problem - Fixed!

Thanks to all for your help - we are fixed!

I rang my web server's out of hours service and they indicated that when we uploaded the site this morning and timed out, the permissions were changed.

They changed permissions manually and hurray we can make some money again.

Once again thanks to all on this forum for your support

Phil