The Old Man Posted May 10, 2015 Posted May 10, 2015 Hi,Tech Support are great, but please can someone escalate or look at my ticket 914522, my site is crippled with white blank pages in several places after upgrading from 4.0.2 to 4.0.4. I can't view Gallery, switch themes, view my profile, use Support page or view Members in my AdminCP. Previous ticket took a while to fix so would appreciate anything that can be done as I need to have my site working due to increased local publicity in my town and local media.Many thanks!
Rhett Posted May 10, 2015 Posted May 10, 2015 Hello, as noted in your ticket, due to the nature of the issue, the ticket is in our Tier 2 department, which is not currently staffed outside of business hours, you will need to wait until Monday for a response in this case. If your site is unusable, you always have the option of restoring the backup you took prior to upgrading the site.Thank you
The Old Man Posted May 10, 2015 Author Posted May 10, 2015 Hi Rhett,Thanks for the clarification. I didn't realise Tier II had different working hours. I'm assuming it's not something I can resolve myself such as a full re upload of all files and folders or it would have been suggested/done already. I suppose it would be helpful for them to look at it in case it helps ID a new bug.I don't want to install the backup unless absolutely necessary, as I'll lose new content added since.
Rhett Posted May 10, 2015 Posted May 10, 2015 Hi Rhett,Thanks for the clarification. I didn't realise Tier II had different working hours. I'm assuming it's not something I can resolve myself such as a full re upload of all files and folders or it would have been suggested/done already. I suppose it would be helpful for them to look at it in case it helps ID a new bug.I don't want to install the backup unless absolutely necessary, as I'll lose new content added since. You're welcome and I'm sorry for any confusion, you are on the right track though, as we would like our team to look into this further to find the root cause. Thank you again
Daniel F Posted May 10, 2015 Posted May 10, 2015 Looking now at this:)Feel free to set the critical flag the next time, if your page doesn't work.
The Old Man Posted May 10, 2015 Author Posted May 10, 2015 Thank you! I'll go and find out where that critical flag is for future reference! You guys do rock.
The Old Man Posted May 10, 2015 Author Posted May 10, 2015 Er, when creating a new ticket, I can't for the life of me see this Critical Flag you speak of! Has it disappeared, possibly?
Nathan Explosion Posted May 10, 2015 Posted May 10, 2015 It's the 3rd field, under "Severity" and titled "Client Critical"
The Old Man Posted May 10, 2015 Author Posted May 10, 2015 Where are you seeing that that Nathan? I've looked everywhere. I only see these options...
The Old Man Posted May 10, 2015 Author Posted May 10, 2015 That's interesting. I wondered if it's because I'm using an iPad so I requested the desktop version of the page, the editor was different but that Severity option still wasn't visible. I see in your screenshot it mentions the service could be withdrawn, perhaps I've been flagged in some way?!
Sull5 Posted May 10, 2015 Posted May 10, 2015 That's interesting. I wondered if it's because I'm using an iPad so I requested the desktop version of the page, the editor was different but that Severity option still wasn't visible. I see in your screenshot it mentions the service could be withdrawn, perhaps I've been flagged in some way?! I'm not seeing the tick box at all either.
Rhett Posted May 10, 2015 Posted May 10, 2015 If you don't see this on your account, it was likely abused in the past and was removed from your account. The critical flag is only if your site is down for a software related issue as this one above though. If it's a repetitively abused for non critical items, it may be removed. If you have any questions on this please file a support ticket in customer service and we can review your account.
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