Orcon's PHP's update preventing new users

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon's PHP's update preventing new users

adw

175 posts

Master Geek

#126890 23-Jul-2013 11:01

Hi

We've found that new users created on the Iserve/Orcon PHP database since Friday can't log in. An email sent Friday is unanswered and the response to a call yesterday from the helpdesk was that 'as PHP was updated on Friday is was too much of a coincidence and probably had something to do with it.'

Needless to say, new users still can't log in (all the users created prior to Friday can), there's been no reply to our email and no feedback on when a resolution might occur.

(Oh and the PCI compliance issue has been outstanding since last year, with still no resolution and no reply to emails - just what is Orcon playing at if they expect to keep business customers?)

Anyone else experiencing these issues?

Thanks

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1223 posts

Uber Geek

Trusted

#864147 23-Jul-2013 11:05

Hi, can you let me know the Ticket Reference number you got back when you emailed in?

Regards FireEngine

adw

175 posts

Master Geek

#864159 23-Jul-2013 11:26

Hi

It's a shame we have to wait for a person in a cape to abseil in.

Fridays automatic response for database issue was 11400694

PCI Compliance ticket number 11274572 (have correspondence previous to this)

Many thanks

FireEngine

1223 posts

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#864202 23-Jul-2013 12:27

Issue raised with us Saturday 20/7 at 17:52.

Last contact was yesterday (Monday), with "Gary".

The issue is still with the Systems support team. I've raised with the team leader in that space.

Regards FireEngine

adw

175 posts

Master Geek

#864230 23-Jul-2013 12:57

Thank you - it's now Tuesday afternoon and is stopping work for the new sites - do you have a resolution time please?

And the PCI Compliant - that's over 8 months old for something that is renewed annually - there really is no excuse. An update (and an escalation path as requested before) would be appreciated.

Cheers

mattwnz

20164 posts

Uber Geek

#864259 23-Jul-2013 13:43

What CMS are you building your websites on?

Also when you say you can't login, what do you mean. You can't loginto phpmyadmin? Or the database can't connect to the database via the the MySQL connection details?

adw

175 posts

Master Geek

#864269 23-Jul-2013 13:55

Unfortunately not even getting that far. The users created via Iserve's HMC since Friday's update don't work in Iserve's PHP myadmin. Previously created users for the same database work fine.

hyperman

418 posts

Ultimate Geek

#866961 27-Jul-2013 07:33

Not sure if this is related,

But I recently signed up all good,
But when I logged into my account details my address and phone number are listed as what I had over 10 years ago!

Bit of a concern where these details came from as this is the first time I have dealt with orcon!
Even more concerning is that the CSR I spoke to said that this is not the first time he had come across this issue

The views expressed by me are not necessarily those of my employer

Quic Broadband

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mattwnz

20164 posts

Uber Geek

#870387 1-Aug-2013 23:39

Did you get this solved?

adw

175 posts

Master Geek

#870481 2-Aug-2013 09:24

adw

175 posts

Master Geek

#870489 2-Aug-2013 09:32

Had to remove the databases and users of the new accounts - the panel wouldn't let us do that and they had to escalate it their end but it finally got fixed.

No resolution on the PCI servers yet though - 9 months on a critical service and Orcon's 'solution' seems to be a shrug and to walk away from it. Assurances from their previous Chief Financial Officer seem to be overridden - that one's is in limbo at the moment.

It would appear they're having problems on their IDM with registrant's names changing - that call is still waiting for a response (over a week old).

A call placed earlier this week is still awaiting a response - the promise of 6 hours is laughable.

Iserve's catch phrase used to be Service, Not Lip Service - I guess Orcon aren't going to be using that any more.

hyperman

418 posts

Ultimate Geek

#870492 2-Aug-2013 09:36

Na

This address was when I was young and dumb and on xtra lol

The views expressed by me are not necessarily those of my employer

hyperman

418 posts

Ultimate Geek

#870493 2-Aug-2013 09:36

Na

This address was when I was young and dumb and on xtra lol

The views expressed by me are not necessarily those of my employer

MurrayM

2456 posts

Uber Geek

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Lifetime subscriber

#872207 5-Aug-2013 17:43

adw: ... PHP was updated on Friday ...

iServe updated their PHP? I've been on to them for ages to update to something a bit more modern but I always get told that they have no plans to update their version of PHP. I've just checked and they're still on 5.2.17 (build date Mar 18 2011).

So what exactly did they update?

They've also recently had some problems with FTP logins. I've got one that I made a while ago and that had been working ok but a couple of weeks ago stopped working. When I try to log in I get told that the password is incorrect. I've tried changing the password via the HMC but that just gave me an error saying something went wrong and that I should contact the administrator. I've even tried deleting that login but again I get an error saying it couldn't delete the user. I fired off an email to support and didn't get any reply (other than the automated one). After waiting a couple of days and not getting any other response I rang up and gave the guy I spoke to the ticket number. He confirmed that they'd had some problems with FTP logins and would forward it to the technicians and ask them to reset the password to the one I gave him. This was about a week ago and I've just tested and the issue still exists.

adw

175 posts

Master Geek

#872597 6-Aug-2013 11:56

Good point, Murray. They tightened the open base dir, which is a subset of the filesystem that php is allowed to access. The timing fitted as all users created after that wouldn't work. The HMC let us create the users but then we couldn't log in with them. We then couldn't delete them through the HMC. A techie their side had to delete them for us, and created new ones and then they worked okay.

MurrayM

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#872603 6-Aug-2013 12:03

What sort of users were you creating? Database? FTP? Mailboxes? Etc?

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