Warning: Super Boring Stuff Ahead.
If you're not into the Technical Geekery of Web Hosting feel free to ignore this post. But it is part of the process I am going through to establish Elthos.com in the world, and so I think it's fair game to post about it. After all, it's directly related to the successful implementation of Elthos.
And besides, I have a question for you Geekmeisters out there...
What is your impression of the Technical Support as demonstrated below?
A) Not bad.
B) Not great but average for the industry.
C) Pretty bad, but it can be lived with.
D) No... This is the Proverbial Red Flag - Don't walk; Run to the exit!
Some additional factors to consider:
When I called for phone support the technician informed me they only do technical support by phone in the case of emergencies. He also mentioned that they only have 5% of their users on the Windows hosting platform, and they are 95% geared towards supporting Linux based implementations. He also dropped that "Windows always has problems, but everything with Linux is simple and easy."
That leads me to wonder if they have any support staff who actually knows what they are doing with Windows Servers. Sure it's different than Linux, granted. But a competent Windows Admin can handle Windows based issues just as well as a competent Linux Admin can handle Linux based issues. It's a matter of knowing the domain. I got the impression they offer ASP.Net hosting as a second though, and have very little experience with it.
On the other hand it has been a struggle all along to find a non-EIG hosting company that even attempts to support ASP.Net, let alone one with the various services and features that InterServer offers, especially at their price of $5 / month, which is very reasonable. OR ... is this one of those "too good to be true" scenarios and I should bag it, stick with (EIG owned) Arvixe and just plan on spending more than I want for SSL, and plan on migrating sometime before Arvixe implodes (EIG does that to web hosting companies - I know, I've gone through 4 of them... all consumed and destroyed by EIG one after the other).
What do you think? Would you stick with these guys? Or stay with your current (soon to perish from asphyxiation) host and keep looking around? Thoughts? Recommendations? Laughter?
Anyway, here's the text with the important technical bits redacted... For the record:
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Posted on: June 17, 2017 1:36:39PM
Thanks for the update
Please let us know if you need any further assistance
Techie 2
Vbwyrde@yemail.com
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Posted on: June 17, 2017 1:35:10PM
I guess that is the best InterServer can do. I will decide what I want to do about this later this evening when I get back to my office.
-- Techie 2 3S
InterServer
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Posted on: June 17, 2017 1:19:59PM
We can solve your technical errors through our ticket system , such technical issues should not be solved over phone support
Yes to install Let`s encrypt SSL certificate you need to point your website to our dns servers
Techie 2
Vbwyrde@yemail.com
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Posted on: June 17, 2017 12:52:27PM
The issue is that I need to work through whatever issues may be pending with the ASP.Net site which is the MythosMachine.elthos.com subdomain. I would prefer to do this before switching the domain to your dns servers if at all possible in order to mitigate downtime on the site.
The problem is that when I try to use this link to test the ASP.Net site
http://xx.xx.xxx.xxx/plesk-site-preview/mythosmachine.elthos.com/xx.xx.xxx.xxx/
I get the bad gateway error:
Bad Gateway
Web server received an invalid response while acting as a gateway or proxy server.
So it seems from what you are saying there is no way I can test the site before going live with it. This appears to be due to the fact that the subdomain is an ASP.Net site which requires SSL, but SSL can not be installed without changing name servers. This puts me in an awkward position. I am concerned that even after we change the name servers, and install SSL, I will then be facing any number of configuration issues with the site, that each will need to be resolved in order before the site can function properly. I think we are not that far from resolving the remaining configuration issues, but it could take a few laps around the park before everything is setup correctly. My biggest concern is that the turnaround time for the tickets ranges between 10 minutes at the best to 6 hours at the worst, and I fear this will take more than a few more corrections on the ASP.Net site before we have everything correctly in place. I'm wondering if there is anything you can do to expedite this process? For example, could I get dedicates phone support to drive through any remaining issues with the ASP.Net implementation? Or can you suggest any other means by which to expedite the resolution process? Thanks.
-- Techie 2 3S
InterServer
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Posted on: June 17, 2017 12:40:37PM
Your website is loading at preview URL http://xx.xx.xxx.xxx/plesk-site-preview/www.elthos.com/xx.xx.xxx.xxx/
To install let`s encrypt SSL , You need to point your domain to our dns servers
xxxxxxxxxa.xxxxxx.net
xxxxxxxxxb.xxxxxx.net
Techie 2
Vbwyrde@yemail.com
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Posted on: June 17, 2017 12:38:00PM
-- Techie 2 3S
InterServer
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Posted on: June 17, 2017 10:45:45AM
Your website is loading at preview URL http://xx.xx.xxx.xxx/plesk-site-preview/www.elthos.com/xx.xx.xxx.xxx/
To install let`s encrypt SSL , You need to point your domain to our dns servers
xxxxxxxxxa.xxxxxx.net
xxxxxxxxxb.xxxxxx.net
Techie 2
Vbwyrde@yemail.com
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Posted on: June 17, 2017 8:00:48AM
Hi Techie 2,
So I'm not sure how to handle this. At this point I can not preview the site to ensure that it's working. Apparently in order to do so I need to have Let's Encrypt installed. But I can't do that because, if I understand you correctly, the site is still pointing to the Arvixe servers. Is that correct? If so, I'm not sure how to handle this efficiently. I don't want to point to the new servers at InterServer until Ive tested the site to make sure it works properly, but apparently, from the sequence of instructions so far, I don't see how to do that. Can you offer advice on what steps to take at this point? Thanks again.
-- Techie 2 3S
InterServer
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Posted on: June 17, 2017 5:42:53AM
In order to install Let's Encrypt certificate, domain should be resolving to the IP of the server from where the certificate is being installed.
As I can see, the domain elthos.com is still pointing to different dns, however it actually resolves to IP xxx.xx.xx.xxx
Techie 2
-- Techie 2 3S
InterServer
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Posted on: June 16, 2017 11:10:57PM
We will update you once SSL installation completed
Techie 2
Vbwyrde@yemail.com
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Posted on: June 16, 2017 11:07:20PM
Ok. I look forward to getting this finished. Thank you.
-- Techie 2 3S
InterServer
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Posted on: June 16, 2017 11:05:14PM
We will look into this let`s encryot installation error with Plesk technical support
Error: Let's Encrypt SSL certificate installation failed: Challenge marked as invalid. Details: Fetching http://www.elthos.com/.well-known/acme-challenge/ Timeout
We will update you once it is fixed
Techie 2
Vbwyrde@yemail.com
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Posted on: June 16, 2017 10:08:24PM
I tried adding Let's Encrypt first to Elthos.com. I selected both checked options for www and email. I got this error:
Error: Let's Encrypt SSL certificate installation failed: Challenge marked as invalid. Details: Invalid response from http://elthos.com/
Vbwyrde@yemail.com
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Posted on: June 16, 2017 10:04:05PM
Thank you for your advice. Much appreciated. I will go ahead and add it as you suggest.
Techie 4
InterServer
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Posted on: June 16, 2017 10:00:02PM
Hi
You need to install the SSL certificate separately on each sub domain. For ASP.NET sites, it is possible that the web.config file might cause issues for Lets Encrypt to parse the verification file for issuing SSL certificates. Hence, you can temporarily rename web.config before enabling Let's Encrypt for this site
Regards,
Techie 4,
Support team
Vbwyrde@yemail.com
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Posted on: June 16, 2017 9:55:39PM
Ok perhaps that will resolve it. I will try. But I have a question. Since I have elthos.com as a wordpress site, and mythosmachine.elthos.com as an asp.net site which is the subdomain for elthos.com ... do I install the Let's Encrypt only on the elthos.com site, and it propagates to the subdomain, or do I need to install it on both? Thanks again.
-- Techie 2 3S
InterServer
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Posted on: June 16, 2017 9:51:05PM
Your subdomain is loading at http://mythosmachine.elthos.com/
You can install free SSL (let`s encrypt) in Plesk panel
Kind Regards,
Techie 2
Vbwyrde@yemail.com
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Posted on: June 16, 2017 9:25:56PM
Yes, after 45 minutes the browser is still "waiting for response from mythosmachine.elthos.com..."
I tried re-cycling the Application Pool and stopping and starting it again, but that does not appear to have worked. I do get this error however:
This site can’t be reached
The webpage at https://mythosmachine.elthos.com/ might be temporarily down or it may have moved permanently to a new web address.
ERR_SPDY_PROTOCOL_ERROR
-- Techie 2 3S
InterServer
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Posted on: June 16, 2017 8:51:55PM
You are welcome
Techie 2
Vbwyrde@yemail.com
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Posted on: June 16, 2017 8:46:17PM
Thank you Sam. Will do.
As for the MythosMachine.Elthos.com link ... I am no longer getting the ASP.NET State service error ... however, when I attempt to load the page it hangs on "waiting for MythosMachine.Elthos.com..." ... I've tried several times in three browsers. It simply hangs indefinitely without error, but also without loading the page. I've waited about 20 minutes. If an error does come up I will send it along, but in the meantime, do you happen to know what might cause that? Thanks!
-- Techie 2 3S
InterServer
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Posted on: June 16, 2017 8:33:37PM
This login to Plesk panel , Please create your custom FTP login in Plesk panel
Techie 2
Vbwyrde@yemail.com
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Posted on: June 16, 2017 8:30:49PM
In the email I received when I created the ASP.Net Windows Hosting plan I got these credentials for FTP:
Your UserName : xxxxxxx
Your Password : xxxxxxxxx
FTP URL : ftp://xx.xx.xxx.xxx
However, I do not seem able to log in with these credentials either by ftp program nor command prompt. Can you verify that these credentials are correct please?
-- Techie 2 3S
InterServer
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Posted on: June 16, 2017 7:54:38PM
ASP.NET State Service should be and running on your server
Techie 2
Vbwyrde@yemail.com
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Posted on: June 16, 2017 5:47:44PM
Ah. ok. I see. That works.
I get an error about the ASP State Server.
System.Web.HttpException: Unable to make the session state request to the session state server. Please ensure that the ASP.NET State service is started and that the client and server ports are the same. If the server is on a remote machine, please ensure that it accepts remote requests by checking the value of HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\aspnet_state\Parameters\AllowRemoteConnection. If the server is on the local machine, and if the before mentioned registry value does not exist or is set to 0, then the state server connection string must use either 'localhost' or '127.0.0.1' as the server name.
Techie 4
InterServer
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Posted on: June 16, 2017 5:38:41PM
Hi
You will use the sub domain mythosmachine.elthos.com in the browser and it should point to the new IP address (overrides DNS resolution due to the hosts entries) and verify if the site is working
Regards,
Techie 4,
Support team
Vbwyrde@yemail.com
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Posted on: June 16, 2017 5:36:33PM
I changed the host file as directed. However, that did not resolve the issue. I still get the same error message:
Bad Gateway
Web server received an invalid response while acting as a gateway or proxy server.
http://xx.xx.xxx.xxx/plesk-site-preview/mythosmachine.elthos.com/xx.xx.xxx.xxx/
I have double checked the hosts file to ensure the change was saved correctly and it was.
Techie 4
InterServer
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Posted on: June 16, 2017 5:13:12PM
Hi
I see that the sub domain is using ASP.NET pages, the preview URL function uses the default plesk application pool for the website. Hence, I would suggest you open c:\windows\system32\drivers\etc\hosts file (Windows) or /etc/hosts (Linux/Mac) as administrator/root user on your computer and add the below entries to the file.
xx.xx.xxx.xxx mythosmachine.elthos.com
This will point the sub domain to the server temporarily without changing the Ip address for the sub domains. When the sub domain works, you can remove the entries from the file and update the Name servers or Ip address for this sub domain
Regards,
Techie 4,
Support team
Vbwyrde@yemail.com
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Posted on: June 16, 2017 5:01:27PM
Thank you. It is working now. I'm not sure how that happened, but thanks for your help. Much obliged.
I have one more problem with the MythosMachine.Elthos.com com in preview. I get this error:
Bad Gateway
Web server received an invalid response while acting as a gateway or proxy server.
http://xx.xx.xxx.xxx/plesk-site-preview/mythosmachine.elthos.com/xx.xx.xxx.xxx/
Thanks again for your help.
Techie 4
InterServer
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Posted on: June 16, 2017 4:49:57PM
Hi
I reset the database user passsword to aDC=xxxxxxxxxx and the site is loading now
Regards,
Techie 4,
Support team
Vbwyrde@yemail.com
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Posted on: June 16, 2017 4:23:15PM
I have confirmed them. Please see what you can make of it.
db: xxxxxxx
user: xxxxxxx
password: xxxxxxxxxx
Techie 4
InterServer
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Posted on: June 16, 2017 3:59:41PM
Hello
Please confirm the database user name, password and database name you set up in wp-config.php so we can try correcting the database details
Regards,
Techie 4,
Support team
Vbwyrde@yemail.com
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Posted on: June 16, 2017 2:30:06PM
PS - the preview URL is:
http://xx.xx.xxx.xxx/plesk-site-preview/elthos.com/xx.xx.xxx.xxx/
Vbwyrde@yemail.com
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Posted on: June 16, 2017 2:29:17PM
Hi Techie 2,
Thanks. I figured out how to get the ProfessionalGamemasterSociety wordpress database installed and that is now working in preview. I'm currently working on the Elthos wordpress database but having a problem with it.
First when I tried to create the user account, the original password for the account wasn't accepted due to disallowed character in the password string (it will not take a quote " as a character, apparently). So I changed the password and was able to both create the user and then load the database and fill it. I can query it with the mySql administration utility and it works fine and I can see the data.
I then went ahead and changed the password for the database in the wp-config.php file and saved that. It now has the new password for the elthos user.
However, when I go to preview the site, I get the same message as before:
Error establishing a database connection
As the ProfessionalGamemasterSociety is working, I think I have the correct steps, and I'm wondering if having to change the original password to a new one may have caused a problem. I'm hoping you can help me resolve this issue. Thanks.
-- Techie 2 3S
InterServer
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Posted on: June 16, 2017 9:59:33AM
1-You need to restore your wordpress database backup , backup zip files are giving error to open from our end
2- changing db name will not affect using Enterprise Manager but you need to change db name in web.config database connection string if any
Techie 2
Vbwyrde@yemail.com
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Posted on: June 16, 2017 9:43:24AM
Just so I'm clear on this ... are you going to do the database restore for the word press site? Or does the free migration only include file transfers?
As for the Import. I followed the directions given in your link. I know it shouldn't change the database name. That's why I'm asking about it.
You didn't give me any information on how I should change the name at this point. Does it matter if I use Enterprise Manager on my end to change the name? Or will that mess up some back end feature and screw things up for the site?
Thanks for your help and advice.
-- Techie 2 3S
InterServer
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Posted on: June 16, 2017 9:38:17AM
1-Restoring SQL backup should not change SQL db name
You need to follow steps here https://www.interserver.net/tips/kb/import-mssql-database-windows/
2-Error in your website "Error establishing a database connection" , It seems that your wordpress database is not restored and connected yet
Techie 2
Vbwyrde@yemail.com
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Posted on: June 16, 2017 9:12:56AM
As for the ProfessionalGamemasterSociety.com site, when I try to preview it I get the error:
Error establishing a database connection
http://xx.xx.xxx.xxx/plesk-site-preview/professionalgamemastersociety.com/xx.xx.xxx.xxx/
What needs to be done to get this site up and running?
Thanks!
Vbwyrde@yemail.com
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Posted on: June 16, 2017 8:13:30AM
Thank you Techie 2.
Question: Any idea why the import process changed the name of my database to ElthosCo_ ? And what the best / safe way I can change that to it's correct name, Elthos_ODS? I don't want to change it in Enterprise Manager (which seems to be the only way available that I can find so far) if that is going to corrupt the view in Plesk (ie - I don't want to risk inadvertently mess up any backend systems by changing the name in Enterprise Manager). Thanks.
-- Techie 2 3S
InterServer
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Posted on: June 16, 2017 5:47:55AM
You will be able to access MyLittleAdmin after pointing your websites to our dns servers
xxxxxxxxxxxxxa.net
xxxxxxxxxxxxxb.net
Kind Regards,
Techie 2
Vbwyrde@yemail.com
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Posted on: June 15, 2017 11:14:08PM
Hi Techie 2,
I have imported the first database. That went ok. however, the process of importing the database renamed it to elthosco_ for some reason. Also when I try to get into the MyLittleAdmin I get this error:
This site can’t be reached
The connection was reset.
Try:
Checking the connection
Checking the proxy and the firewall
ERR_CONNECTION_RESET
That said, I can access the database via Enterprise Manager with no problem. I'm simply not sure if I should rename the database to the correct name via Enterprise Manager, or wait until we resolve the MyLittleAdmin issue and use that to (I would expect) rename it that way. What do you think?
-- Techie 2 3S
InterServer
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Posted on: June 15, 2017 10:45:30PM
After creating your SQL databases in Plesk panel
You can connect remotely to your MSSQL database using SQL server management studio
Download SQL Server Management Studio
https://www.microsoft.com/en-us/download/details.aspx?id=29062
xx.xx.xxx.xxx\MSSQLSERVER2012
Authentication : SQL server authentication
Techie 2
Vbwyrde@yemail.com
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Posted on: June 15, 2017 10:38:57PM
Thank you Techie 2. Can I link to the SQL Server instance from my Management Studio? Or can I only go through the Plesk interface at this point?
-- Techie 2 3S
InterServer
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Posted on: June 15, 2017 10:28:32PM
1-We are not able to open any of your SQL databases zip files
a) Elthos_ODS.zip
b) Elthos_ODS_A.zip
c) Elthos_YAF.zip
2-To restore your MSSQL databases backup , please upload it in .BAK format to your home directory using ftp and we will restore for you
How to import MSSQL database in Plesk panel
https://www.interserver.net/tips/kb/import-mssql-database-windows/
3-You need to create your SQL databases in Plesk control panel https://pleskxxxxxxx:xxxx with the same SQL usernames and passwords
Techie 2
Vbwyrde@yemail.com
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Posted on: June 15, 2017 10:10:32PM
Thank you Techie 2. Will you also be restoring the three Databases as listed below?
Set up 3 SQL Server 2012 Databases:
a) Elthos_ODS.zip
b) Elthos_ODS_A.zip
c) Elthos_YAF.zip
Please ensure the user accounts are working.
Please send me required credentials so I can link to the SQL Server 2012 using MS Database Management Studio and administer my 3 databases.
Also, as the ProfessionalGamemasterSociety.com is WordPress site, is it working in wordpress at this time, or does further configuration work need to be done on the server for that?
Same question for Elthos.com
Thanks again!
-- Techie 2 3S
InterServer
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Posted on: June 15, 2017 9:23:12PM
Your websites files transfer completed and restored to home directory
elthos.com to >> \httpdocs
professionalgamemastersociety.com to >> \professionalgamemastersociety.com
mythosmachine.elthos.com to >> \mythosmachine.elthos.com
Techie 2
Vbwyrde@yemail.com
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Posted on: June 15, 2017 5:21:45PM
ok thank you.
-- Techie 2 3S
InterServer
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Posted on: June 15, 2017 5:15:28PM
Your websites elthos.com and professionalgamemastersociety.com files transfer started to our server
Backup files are not opening
I will update you once transfer is completed
Techie 2
Vbwyrde@yemail.com
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Posted on: June 15, 2017 4:59:22PM
Lastly is the ProfessionalGamemasterSociety.com site which is also wordpress and goes into the ProfessionalGamemasterSociety.com domain on InterServer.
ftp://xxxxx@ftp.xxxxx.xxxxxx.xxxxxx/professionalgamemastersociety.com
Also using the same username and password as the other two.
Vbwyrde@yemail.com
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Posted on: June 15, 2017 4:54:00PM
The previous link is for the Elthos.com wordpress site.
This link is for the MythosMachine.Elthos.com subdomain which is the ASP site.
ftp://xxxxx@ftp.xxxxx.xxxxxx.xxxxxx/elthos.com
They both use the same user name and password.
Vbwyrde@yemail.com
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Posted on: June 15, 2017 4:50:33PM
the control panel at Arvixe offers a way to zip the files for download. I used their method and those files you have are the result. So I'm not sure if they are using a zip compression that is not longer compatible with Windows or not, though on my machine here they open without any problems (Windows 10).
That said, you can use the Arvixe control panel here:
ftp://xxxxx@ftp.xxxxx.xxxxxx.xxxxxx/elthos.com
user: xxxxxxxxx
Psw: xxxxxxxxx
Perhaps something got corrupted in the transfer. Does that happen with all of the files, or just the one you showed in the png image?
Techie 3
InterServer
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Posted on: June 15, 2017 4:05:55PM
We are getting an error on some zip files:
--- Screenshot -- Windows Can Not Open Zip File - Error ---
Any where we can redownload them from?
Techie 3
InterServer, Inc
Vbwyrde@yemail.com
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Posted on: June 15, 2017 10:42:44AM
I should also mention that this ticket is part of an ongoing migration. The original ticket was passed over to billing (instead of a new billing ticket created) which caused me to have to create a new ticket to continue the migration. Due to a lack of coordination I am now having to re-initiate the migration instead of it continuing as a smooth process. This has caused a delay overnight while the migration has been paused due to this. The original Migration ticket number is: XXX-816-18899. I will hope that you will coordinate this so that there are no further delays. Thank you.
Vbwyrde@yemail.com
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Posted on: June 15, 2017 10:39:04AM
Call In Pin: XXXXXX
Last Invoice ID and Amount: XXXXXX $54.00
Techie 1
InterServer
Posted on: June 15, 2017 1:25:57AM
Hello,
To initiate migration please provide one of the following for verification :
- Account PIN (located on your account homepage in https://my.interserver.net)
- Last invoice ID and amount
Kind regards,
Techie 1
InterServer, Inc
Vbwyrde@yemail.com
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Posted on: June 15, 2017 0:45:10AM
Due to a billing issue the prior ticket with these instructions is in the Billing queue. Please continue with the migration as per these instructions:
As for where to go from here:
1. Set up the Elthos.com website (this is a WordPress Site)
--> Files: Elthos_bak_20170613.zip
2. Set up the MythosMachine.Elthos.com (subdomain) (ASP.Net 4.0)
--> Files: MythosMachine.Elthos_bak_20170613.zip
3. Set up 3 SQL Server 2012 Databases:
a) Elthos_ODS.zip
b) Elthos_ODS_A.zip
c) Elthos_YAF.zip
Please ensure the user accounts are working.
Please send me required credentials so I can link to the SQL Server 2012 using MS Database Management Studio and administer my 3 databases.
4. Set up IIS 7 Configuration (I may have to do that part, I need a long session timeout for this application)
5. Set up the ProfessionalGamemasterSociety Website on the ProfessionalGamemasterSociety.com domain (it is a Wordpress site)
--> PGMS_bak_20170613.zip
Thank you very much! I look forward to getting this up and running!