e-mail server down over 24 hours, discountasp do not response to e-mails/ticket

Discussion in 'Suggestions and Feedback' started by Takeshi Eto, Feb 6, 2007.

  1. Takeshi Eto

    Takeshi Eto DiscountASP.NET Staff

    If there was a systemic email issue for 24 hours, there would be some responses to your post. What is your domain name or what is the ticket number you are referring to?

    Did you send the ticket through the control panel? (e.g., log into control panel at https://my.discountasp.net and use the helpdesk ticket manager). The best way to send in tickets is through the control panel, as you can always view a history of these tickets and you can respond to the ticket - even when your email is down.

    Also, did you check with your ISP? It could be that they are blocking access to internet mail servers. This is a policy that many more ISPs are adopting. There is a list of popular ISPs that are blocking port 25 in our knowledge base at http://kb.discountasp.net/article.aspx?id=10404

    For these ISPs, you will need to use your ISP's SMTP.

    Eric
    DiscountASP.NET
    http://www.DiscountASP.NET
     
    Takeshi Eto, Feb 6, 2007
    #1
  2. Bruce

    Bruce DiscountASP.NET Staff

    That's quite impossible, i took a quick peek at our helpdesk yesterday and there wasn't a ticket old than 90 minutes.


    what's the ticket number?


    Bruce

    DiscountASP.NET
    www.DiscountASP.NET
     
    Bruce, Feb 6, 2007
    #2
  3. mjp

    mjp

    We have answered you several times, pv.


    The connection to the server has failed. Account: 'sales xxx.com', Server: 'smtp.xxx.com', Protocol: SMTP, Port: 25, Secure(SSL): No, Socket Error: 10060, Error Number: 0x800CCC0E


    If this is an application, you need to change 'smtp.xxx.com' to 'localhost'. If it is an email client error, the login is '[email protected]', not 'sales xxx.com'. Try those changes.

    mjp
    DiscountASP.NET
    <SUB><SUP>http://DiscountASP.NET
     
    mjp, Feb 6, 2007
    #3
  4. pinny

    pinny

    I have not received any reply or e-mail from you and I send e-mails from yahoo e-mail and opened a ticket on your site as well. I do receive e-mails I just can not send. please e-mail me again to the yahoo.com mail where I opened the ticket.
    Outgoing mail server is set: smtp.xxx.com and Log in is [email protected] with correct password. We have made no changes and e-mail can not be sent from any of 5 PCs. Same with co.il domain. Please advise
     
    pinny, Feb 6, 2007
    #4
  5. pinny

    pinny

    Ticket #: 581452 sent to Sales and the other ticket opened to support does not show in the history.
    I re-opened the ticket with sales.
     
    pinny, Feb 6, 2007
    #5
  6. Takeshi Eto

    Takeshi Eto DiscountASP.NET Staff

    The best way to send in a ticket is to log into the control panel and use the Helpdesk Ticket Manager. If you do this, you can check responses and reply to tickets through the Control Panel without having access to email.

    We've answered your tickets. If you are using a spam filter, please check your spam/junk/bulk folder as spam filters can filter legitimate emails. Make sure to whitelist our domain, if possible.

    Are you having trouble sending out email from your email client? (eg outlook)
    - or -
    Are you having trouble emailing out of your web application? (eg, an asp.net web application)

    If you are having trouble sending out email from your email client, which ISP do you use to connect to the internet? Are they on this list? http://kb.discountasp.net/article.aspx?id=10404

    If you are having trouble emailing out of your web application then update your code so that the SMTP host is "localhost"

    Eric
    DiscountASP.NET
    http://www.DiscountASP.NET
     
    Takeshi Eto, Feb 6, 2007
    #6
  7. Takeshi Eto

    Takeshi Eto DiscountASP.NET Staff

    PV: I checked ticket 581452and you didn't send it from the Control Panel. You emailed it directly to support. That is why you won't find it in the Ticket History in the control panel. Next time, please open the ticket from the Control panel - then it will be in the Ticket History.

    Eric
    DiscountASP.NET
    http://www.DiscountASP.NET
     
    Takeshi Eto, Feb 6, 2007
    #7
  8. pinny

    pinny

    I've opened a support ticket for discountasp,and send themfew e-mails startingyesterday and yet no response from them. What used to be fast 10-15 minutes wow support is now seems worst in the industry. How can a businessoperate over 24 hours without the ability to send e-mails? Is this the 99.99% up time promise?

    Is anyone else having trouble, no ability to send e-mails? I get this message:

    The connection to the server has failed. Account: 'sales xxx.com', Server: 'smtp.xxx.com', Protocol: SMTP, Port: 25, Secure(SSL): No, Socket Error: 10060, Error Number: 0x800CCC0E

    This is really making me upset since we host 2 sites with them and uable to send e-mails from both while discountasp simply ignore ticket. used to be happy.let's see what happened.
     
    pinny, Feb 6, 2007
    #8
  9. pinny

    pinny

    Eric, If I didnt send the ticket from the control panel, how did I get ticket number...?
    It doesnt mater now, I am looking into it with comcast. It is weird that I didnt get e-mails from you to my Yahoo mail. Thanks in the meantime.
     
    pinny, Feb 6, 2007
    #9
  10. Takeshi Eto

    Takeshi Eto DiscountASP.NET Staff

    We would know if you sent in a ticket from the control panel helpdesk ticket manager, because along with the question, our support staff would get useful account information - like which account the customer is referring to.

    We get a lot of emails sent into support about some issue but it contains no account identifying information, so we have to ask what the domain name of the account is. For this reason, for the historical tracking capability, for being able to communicate with support staff without using email, we recommend everyone to open tickets through the control panel.

    As for Yahoo, I don't know what happenned there. I would guess that it could be the spam filter.

    Eric
    DiscountASP.NET
    http://www.DiscountASP.NET
     
    Takeshi Eto, Feb 6, 2007
    #10
  11. Takeshi Eto

    Takeshi Eto DiscountASP.NET Staff

    Takeshi Eto, Feb 7, 2007
    #11
  12. pinny

    pinny

    anyhow, I will contact through the contro panel only. I assume that communications can be made through the control panel when e-mail deemed to be ineffective, correct?
    It was comcast fault at the end, they all of a sudden shut port 25 and replaced it with other port #, because of abuse and virus suspicion.Sending e-mail is only through their smtp now.
     
    pinny, Feb 7, 2007
    #12

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