Stan Jensen Posted October 2, 2021 Share Posted October 2, 2021 (edited) It fails/stalls on extracting.. I also can not fill out a support ticket in the CP it will not let e put anything into the comments so I can not send My account is paid up today but not getting any response from support here. Thoughts anyone Edited October 2, 2021 by Stan Jensen Link to comment Share on other sites More sharing options...
Stan Jensen Posted October 2, 2021 Author Share Posted October 2, 2021 how do paid users get support? Link to comment Share on other sites More sharing options...
IPCommerceFan Posted October 2, 2021 Share Posted October 2, 2021 (edited) Hi Stan, Wish I could help, but I will say it looks like you posted in Developer Connection, so you probably won't catch the attention of staff as quickly here. IPS has stated they have staff manning the Community Support forum as a first line support method:https://invisioncommunity.com/forums/forum/406-community-support/ You should be able to create a support request though, via your Client Area: https://invisioncommunity.com/clientarea/purchases/ On 9/30/2021 at 1:26 PM, Chris Anderson said: For the time being you can use this to create a request: Edited October 2, 2021 by IPCommerceFan Link to comment Share on other sites More sharing options...
Sonya* Posted October 2, 2021 Share Posted October 2, 2021 1 hour ago, IPCommerceFan said: IPS has stated they have staff manning the Community Support forum as a first line support method:https://invisioncommunity.com/forums/forum/406-community-support/ IPS Support is here https://invisioncommunity.com/forums/forum/497-help-support/ I would try this before asking the community. 😊 Link to comment Share on other sites More sharing options...
Stan Jensen Posted October 2, 2021 Author Share Posted October 2, 2021 I filled it out a couple of weeks ago. and again today…. I used to be able to see former tickets. but it has been months since I needed support. Link to comment Share on other sites More sharing options...
Chris Anderson Posted October 2, 2021 Share Posted October 2, 2021 28 minutes ago, Stan Jensen said: I filled it out a couple of weeks ago. and again today…. I used to be able to see former tickets. but it has been months since I needed support. Here a topic that focuses a great deal around changes to support and pricing: Jordan Miller 1 Link to comment Share on other sites More sharing options...
Stan Jensen Posted October 4, 2021 Author Share Posted October 4, 2021 am still not getting any response from them. I can not see my former tickets I do not see a phone number I have emailed a few times. Link to comment Share on other sites More sharing options...
Jim M Posted October 4, 2021 Share Posted October 4, 2021 Hi there, @Stan Jensen! Few things have changed around here (as you can see 🙂 ), you should have received an email detailing these changes to the email address on file as you are a self-hosted client. The main avenue of support will be through our forums here: https://invisioncommunity.com/forums/forum/497-help-support/ . However, self-hosted clients will still have email support till 2022 (please see your email for exact date as it will depend on your license expiration). It is worth noting that the support policies have not changed, just how you start a support request. Looks like we have an accounts and sales inquiry from you in our ticket system but no recent support tickets. I have replied to you to see what you require assistance with. If you did not receive any of the above emails, please ensure that the email address on file is accurate and check your spam folder please 🙂 . Please also note I've moved this to our Help Support forum so we can keep better tabs on this topic. Furthermore, on your original subject, are you still having issues with the download extracting when upgrading? Please ensure that your file permissions are set correctly and the owner of each folder/file is owned by the correct group/user for your web server. Stan Jensen 1 Link to comment Share on other sites More sharing options...
Stan Jensen Posted October 7, 2021 Author Share Posted October 7, 2021 On 10/4/2021 at 2:43 PM, Jim M said: Furthermore, on your original subject, are you still having issues with the download extracting when upgrading? Please ensure that your file permissions are set correctly and the owner of each folder/file is owned by the correct group/user for your web server. thanks. where can I get a list of folders and their permissions? I deleted a bunch of suspicious looking file in the root. I think they caused by issues. Link to comment Share on other sites More sharing options...
Jim M Posted October 7, 2021 Share Posted October 7, 2021 1 minute ago, Stan Jensen said: thanks. where can I get a list of folders and their permissions? I deleted a bunch of suspicious looking file in the root. I think they caused by issues. Our folders structure can be found in the download in the client area. Regarding permissions, the following folders would need to be writable on your server. Typically, this is 777 but if you run suPHP or suexec, it will be 755. I'd recommend contacting your hosting provider to find out if you're unsure: applications datastore plugins uploads and all sub-folders of uploads Link to comment Share on other sites More sharing options...
Stan Jensen Posted October 7, 2021 Author Share Posted October 7, 2021 I fear that I will break this beyond fixable. Link to comment Share on other sites More sharing options...
Jim M Posted October 7, 2021 Share Posted October 7, 2021 13 minutes ago, Stan Jensen said: I fear that I will break this beyond fixable. If you are afraid of doing harm on your server with permissions, I would advise contacting your hosting provider for assistance. If there is a concern elsewhere, please let us know. Link to comment Share on other sites More sharing options...
Stan Jensen Posted October 7, 2021 Author Share Posted October 7, 2021 Can I please just find out what specific folder I need to Check permissions on with out being sent to a bunch of pages that I do not understand what is needed, please. Link to comment Share on other sites More sharing options...
Jim M Posted October 7, 2021 Share Posted October 7, 2021 1 minute ago, Stan Jensen said: Can I please just find out what specific folder I need to Check permissions on with out being sent to a bunch of pages that I do not understand what is needed, please. If you deleted a bunch of files, getting the full set from the Client Area is the only way to ensure that you have all our files. It would be a very laborious process to go file by file stating what you need. Regarding permissions, we've provided you with the specific folders which require writable permissions. The rest should be 755. Link to comment Share on other sites More sharing options...
Stan Jensen Posted October 7, 2021 Author Share Posted October 7, 2021 The files I deleted where below the /forums folder the server was hacked a few weeks ago, and there was word stuff there is any folders other than /forums needed below that? or the files attached? I do not think they existed before ok. all the folders you mentioned earlier are 755. yet no extraction available when I do the upgrade. Link to comment Share on other sites More sharing options...
Jim M Posted October 7, 2021 Share Posted October 7, 2021 There would be several folders in our software so yes, there would need to be folders under your "forums" folders where your software is installed. The files listed there are not related to our software. Link to comment Share on other sites More sharing options...
Stan Jensen Posted October 7, 2021 Author Share Posted October 7, 2021 thanks AM so sorry for my impatience If the setting all all correct. how long should it take to extract? Link to comment Share on other sites More sharing options...
Jim M Posted October 7, 2021 Share Posted October 7, 2021 2 minutes ago, Stan Jensen said: thanks AM so sorry for my impatience If the setting all all correct. how long should it take to extract? That would be variable on your server, I'm afraid. With that said, it is not a terribly long process but is not super quick either. It looks like something may have gone wrong there as the progress bar is not appearing correctly. May wish to ask your hosting provider if you use mod_security as it may be blocking the request there also with a permission denied (403) message. If so, you'll want them to temporarily disable to test this. Link to comment Share on other sites More sharing options...
Solution Stan Jensen Posted October 7, 2021 Author Solution Share Posted October 7, 2021 I contacted the host. and they then found this, everything is fine Thanks for your excellent service in dealing with the so frustrated me. <FilesMatch ".(py|exe|php)$"> Order allow,deny Deny from all </FilesMatch> Link to comment Share on other sites More sharing options...
Jim M Posted October 7, 2021 Share Posted October 7, 2021 Excellent. Glad to hear you found the issue and all is fine now! Link to comment Share on other sites More sharing options...
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