Re: Tech Support policy question...

Stephan,

At 6:27 pm -0700 26/1/01, Parker wrote:
I've recently asked (what to me anyway) were several very important
questions and have not had any responses from Tenon and yet other
questions seem to be answered remarkably fast by Anita and Stephanie and
Eric and others.
It's strange - I too have seen this. We have a complete show stopper with iTools reconfiguring our box to appropriate IP addresses used by other computers and I have seen other people mention being bitten by the same issue. Not a word from Tenon.

Any IP addresses that iTools configures are due to adding a Virtual host with that IP address in the Web admin. If it is adding incorrect IP addresses, then the DNS is wrong. These IP adresses will immediately be listed under the offending virtual host. If the IP address does not look correct for the server, delete the virtual host and fix the DNS. DO NOT go into the httpd.conf file and delete it there with out deleting from the iTools.sh file in the tenon/libexec folder.

Quite a few other companies seem to work the same way - if a problem is not solveable don't talk about it and maybe it (or the customer) will go away.

We have mentioned this issue on several occasions on this and the WebTen List.

At least so it appears from the behaviour exhibited. Maybe we're strange - if a customer finds an issue and we can confirm it we acknowledge the fact immediately and keep them in the loop until we resolve it one way or the other.

This is not a bug. It is due to misconfiguration of DNS.


Tenon Tech Support
--eric

Oh well. Maybe they're too busy configuring their generators :-)

Stephan
--
Stephan Wik                        http://www.anu.net/
ANU Internet Services         Lasso/WebCatalog Hosting

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