Network problems with Xilo

[XILO]

Hi Matt,

I thought I'd also post on this thread just to clarify that the issue was not related to a 'network problem'.

We do have many customers using Actinic without any issues whatsoever - some of which have been with us over 3 years, but the amount of support that we can offer on a product that we do not use internally or supply is limited - but we will always try and do what we can to help.

From the phone call and communication via our support centre, I did advise that without a copy of the software, we were effectively working 'blind' and could only offer suggestions as to the issue. We did offer to fix the issue using software if you could provide us with a way to run it, which you declined. In a last ditch attempt we even personally attempted to contact Actinic to see if there was anyway we could get a version of the software to be able to help you but I was constantly referred to Actinic's hosted products - which is obviously not what we wanted.

Sorry that you were not able to get Actinic working on our servers with your site but I am more than willing to work with any Actinic customer as best we can to get their software working should they already have an account with us.

Tom

[Darren B]

Fair play for replying, how ever actinic is free to download and try.

Personally i don't think actinic requires anything out of the norm to run. If you have a many actinic users then perhaps you could publish the network settings required to run.

Just a suggestion you understand

[10thWay]

Hello Xilo,

I am not prepared to send you over a copy of my licensed actinic software together with a snapshot of my site I hope you will understand.

I am not happy with the way I've been dealt with by Xilo, as you even refused to refund a hosting upgrade I made in the hope to fix the issue & which I never used.

All in all, Xilo gave me the impression of being just another money grabbing company...

Regards,

Matt.

[XILO]

Hi Darren and Matt,

I do appreciate there is a trial version but as we've never used the software personally, I wasn't aware that you could interchange the versions which is why I had tried to work with Matt on being able to work with their version so that we could ensure we were all singing from the same song sheet.

I'm sorry you had gotten that impression Matt, as I can assure you we do try and help as much as we can with third party software.

If you'd like to try us again sometime Matt, please drop me a line either via our contact form or phone and I'll ensure you are looked after and an account arrange free of charge for you.

Tom

[pinbrook]

I did advise that without a copy of the software, we were effectively working 'blind' and could only offer suggestions as to the issue. We did offer to fix the issue using software if you could provide us with a way to run it, which you declined.

why couldn't you test with a 30 day trial version of actinic?

I am not prepared to send you over a copy of my licensed actinic software together with a snapshot of my site I hope you will understand.

you shouldn't need to if xilo use a 30 day trial, however there is an option within the trouble shooting menu where you can create a support snapshot - this is a snapshot without order detail ie nothing confidential

[RuralWeb]

Well done Tom for replying and trying to help - unfortunately many problems are user created with actinic and if a user is not prepared to help you help them then there is not much you can do.

[TomW]

Hi,

I did reply to this but my post was deleted and account blocked.

I've emailed Matt direct about this.

Thanks

Tom

[TomW]

why couldn't you test with a 30 day trial version of actinic?

Hi,

I was not aware you could do this with a trial verion - accessing a full paid version of the site. As I said in my [deleted] reply, we dont use this software day in, day out.

I'm going to leave our posts here as Actinic clearly don't want us on their turf

Tom

[Duncan Rounding]

If you could post sample network settings that have been used for Actinic then people could be confident that your hosting would be ok.

Download the trial, upload a test site, then export the network settings that work and post them as a sample.

[pinbrook]

and of course test email within the product as this causes most new users the biggest amount of grief