Site Losing Permissions

[Richie]

yet another issue with hosting.

I am now losing permissions on one of my sites the-blue-fairy.com.

First few times it happened I made sure i didnt do anything the agent said would cause my permissions to reset.

He gave me a full list of things not to do He also promised me he had manually set my permissions and that they wouldnt change or reset now.

That lasted for about a week and they reset again. I got through to an agent who deleted all my permissions and reset the domain up under a new pool. He also promise dme it wouldnt happen again and when I asked why it did it he pasted the list i got in an earlier convo.

I told him that i had made sure i hadnt done any of that on the list and he practically said i was lying as the permissions cant change on their own. again he garantee'd it wouldnt happen again and my site was back up for a while.

Few hours later i was back on as it had lost its permissions again. went through the same stuff with the agent and got another message claiming that permissions cant reset themselves but he can see what the problem is. He reset them, gave me yet another garantee and again refused to shed any light on why it was doing at.

The site has been up now for a few days and this morning its reset again. Back onto chat now and i bet that i get told they cant just reset, the agent will reset them though and will garantee it wont happpen again and when i ask why i bet i get some answer totallly of subject.

Can you please tell me
1 - why the sites permissions are resetting ?
2 - why i cant sort it using cpanel myself ?
3 - why your agents promise things they clearly cant honour ?
4 - what your doing to stop permissions changing.

Richie

[eUK-Gareth]

Hello Richie,

I have gone through your previous chat transcripts with our admins and found that you are facing this issue with only "the-blue-fairy.com"

Only application pool identity is getting reset every time and your website show the error.

Custom permissions on a Plesk domain can be reset by Plesk to default in the following cases:

1> Custom permissions are set on top level folder (such as httpdocs, cgi-bin, statistics and etc.)

2> When Microsoft FrontPage support is enabled on a domain. FrontPage can reset permissions in the following cases:
1. When Plesk installs MS FrontPage on domain it calls standard MS FrontPage utility owsadm.exe. This utility resets permissions on all files and folder located in httpdocs folder.

3 > After changing a domain user password from plesk.

4 > At the time of assigning dedicated application pool or asp.net mapping.

I have checked the logs on the server but I did not any get reason for your website permission reset issue. I have created a ticket for you, please reply that ticket with the proper confirmation, then we can proceed with the website recreation for you.......




Regards,
Gareth M.
System Administrator
Eukhost.com

[Richie]

If you had bothered to read the messages i was typing to you i mentioned that I am only facing this issue on that domain. I actually told you in chat about 4 times and I stressed that all my other domains were running fine.

in fact one of my statements to you in chat was "if all my other domains are fine and i am only getting the issue with the-blue-fairy then surely that means there is something wrong with that domain and not the hosting account or the server"

You also pointed out that a previous agent actually lied to me in chat. he told me he would recreate the domain and reallocate the application pool which will fix the issue.

You then pointed out that you cannot recreate domains so the hour i spent in chat with that agent was in fact wasted time. What did he actually do then if he couldnt do what he was saying ?

anyway that aside at least after 2 weeks and 7 reset permissions we are finally moving forward with another fix for the issue.

You have finally acknowledged that i have not altered anything on the hosting and i do not run frontpage extensions so you sort of say that it is altering itself which is a step forward in my book.

What I will do is back up my site, delete and recreate everything I will then come back in chat and ask for regsql.exe to be ran on the database. Please can you put a note on the account so that i get it done on the first contact and not 11 hours later and numerous chat conversations later. One agent even told me that i was at fault and you cannot run that on a database so i disconnected reconnected to chat and the next agent said no problem and ran it straight away but he ran it wrong and the database didnt get converted properly.

That started off 11 hours of troubleshooting and numerous chat conversations later when an agent said oh it needs regsql running i will do it now for you.

so please dont touch anything until I get back to you tomorrow night after i have backed everything up

Richie

[Richie]

ok site has been backed up. I deleted the old domain at 8am this morning. There were errors creating the domain so I went in chat

By 11:30 the domain was finally created then the fun began getting the databases working. yes that was 3 and a half hours to add a domain to my hosting before you ask

It took nearly 2 hours but the agent finally ran aspnet_regsql on one of the databases. I had to go out at 1 and came back at 3.

we are now another hour into a chat convo trying to get the command aspnet_regsql -ssadd to set the database up for session state.

The agent has just ran it without the -ssadd bit and has set it up for asp.net which wont work with session state.

setting database up and starting agian lets see if he can get it right 2nd time round

Time spent recreating the domain, not including uploading files yet - 6 hours and counting

[Richie]

still in chat, deleted that database and recreated another one and the same outcome they set it up for asp.net not session state.

3rd time lucky now

The agent says its throwing up errors when trying to set the database up as a session state database so i am not holding out for a quick fix.

[Richie]

just been told now after another attempt that the agent cannot do it.

I know they can do it because it has been done twice in the past for me on live chat so trying again

lets see if i can get a user that knows what they are doing

[Richie]

another hour in chat and none of the agents can set the database up for session state.

I have a solution though I have a database that EUKHOST previously setup for session state so they are now copying this over and i will blank the data in it and use that. lets see if this works.

[Richie]

Still in chat and still no further on.

The database copied across ok but the users are all messed up now. I am trying to get the agent to sort that out too.

Christ you would think something as simple as add a domain to your hosting and create 2 databases wouldnt take 12 hours but it does. God help me when i have a site error

[eUK-Ray]

Still in chat and still no further on.

The database copied across ok but the users are all messed up now. I am trying to get the agent to sort that out too.

Christ you would think something as simple as add a domain to your hosting and create 2 databases wouldnt take 12 hours but it does. God help me when i have a site error

Hello Ritche,

I apologies for the inconvenience caused. Did you have a ticket generated on live chat to be escalated ? Did you open a ticket and have the issue escalated to the next level ? May I have this ticket number to check please.

Thanks
Ray

[Richie]

Hi Ray

Firstly its Richie not Ritche.

I finally got it all sorted at about 10:30pm. I used my development copy of SQL Server 2008 to connect to my database and manipulate the users in it. I then reset all the tables and copied the data across from my development server.

I now have the site back up and hopefully It will fix the lack of permissions on the site.

The Agent only suggested escelating it to higher admins about 6:30ish but he told me that you werent on live chat at the time or available to check it out so I would have to try back in another 2 hours.

Thats when I remembered you had already setup a database for session state when you migrated The-Tournament across a few months ago so I suggested copying that and it worked. It only took just over an hour to copy across and then another 30+ mins to fix the permissions once i had access to it on sql server 2008

Once the databases were up and running it only took an hour to sort the rest of the site out as it was a matter of copying the files over and setting the configs up.

[eUK-Ray]

Hi Ray

Firstly its Richie not Ritche.

I finally got it all sorted at about 10:30pm. I used my development copy of SQL Server 2008 to connect to my database and manipulate the users in it. I then reset all the tables and copied the data across from my development server.

I now have the site back up and hopefully It will fix the lack of permissions on the site.

The Agent only suggested escelating it to higher admins about 6:30ish but he told me that you werent on live chat at the time or available to check it out so I would have to try back in another 2 hours.

Thats when I remembered you had already setup a database for session state when you migrated The-Tournament across a few months ago so I suggested copying that and it worked. It only took just over an hour to copy across and then another 30+ mins to fix the permissions once i had access to it on sql server 2008

Once the databases were up and running it only took an hour to sort the rest of the site out as it was a matter of copying the files over and setting the configs up.

Hi Richie,

Its good to hear that your issue was resolved. It was indeed good that you remembered the DB was created for your before and you had a copy of that made for you.

Thanks,
Ray

[Richie]

well its lasted about 2 weeks now with no permission changes and just when i thought it was fixed.....

The permissions reset on their own again today. I havent touched plesk or FTP in a week and no changes have been made.

Onto chat again now, thats another few hours of my night wasted.

So whats the next step after we have recreated the domain from scratch ?

[eUK-Ray]

well its lasted about 2 weeks now with no permission changes and just when i thought it was fixed.....

The permissions reset on their own again today. I havent touched plesk or FTP in a week and no changes have been made.

Onto chat again now, thats another few hours of my night wasted.

So whats the next step after we have recreated the domain from scratch ?

Hello Richie,

I see you are already on live chat and working with a tech. Please allow the tech to work on your issue reported.

Thanks,
Ray

[Richie]

Raymond is a star and probably the first agent to actually listen to what i was saying. He went through a fault finding routine step by step and changes have been made with testing done to a point. Its a matter of sit and wait and see what happens now

[eUKhost.com]

Hi Richie,

I hope your problem has been resolved. I'll appreciate if you can contact me with a Ticket # if the problem hasn't been resolved. I'll get it sorted from one of our senior tech and they will let us know why your domain the-blue-fairy.com is facing same problem again and again.

[Richie]

well the site all looks like its working now. I need to retest things but at the moment its looking promising and its all thanks to Raymond.

He took ownership of the issue, worked o it and the various problems in a methodical manner and soon overcame them.

The session database wasnt updating, identified as incorrectly setup, I suggested a fix of delete and recreate that and he did it and that works now, the URL's were not working properly either and Ray sorted that as well.

The only thing we cant fully test is the permissions reset, only time will tell, but for the rest good job Raymond and I thnk you