Simon Culshaw

I've managed to reply to the support ticket, user error 🙂

Thanks for the update, I can't respond to the ticket (it doesn't let me) I don't have any further information on egress

FYI: Just tested and the issue is still there,

It is prompting me to "update to the latest version" implying that there was some connectivity at some point for it to determine a new version is available.

I can't however undertake the upgrade because it's blocked and says I don't have permission to do so.

I appreciate there has been a concern in the past that the outbound egress IP Address for the server has appeared on RBL provider blacklist for email but I can confirm that this is no longer the case.

Hello, I would be very grateful if I could get an update on this ticket. 

I'm conscious that my renewal is coming up soon and I've got to make some decisions depending on the underlying cause of this problem.

Thanks

3 hours ago, Jim M said:

This is still currently being investigated. Sorry for the inconvenience. 

Thank you for the update

Hello, I would be very grateful if I could get an update on this ticket. Thanks

No, not changed.

2 minutes ago, Marc Stridgen said:

Have you changed your email on file at all?

Sorry just to be clear, when I try to reply to the ticket I get an error ""Your support email was not received."

Hi,

I've responded to the original email, that's when I get the error message from the previous post...

Thanks

Simon

Hi, How do I get a progress update on a support ticket?

When I try to email, I get:

"Your support email was not received."

Thanks in advance

Please can I get a progress update on this issue - Thanks

I appreciate the update and the steps you've taken to try and help move this forward.

Hi Marc,

I would be very grateful if you could checkup on the progress of this.

I haven't had the need to raise a service ticket with Invision for a while and I appreciate the process has changed (e.g. forums rather than tickets) but the time taken to resolve service tickets has changed too.

I'd like to allocate resources to upgrading the community software but as you can appreciate resolving this service ticket is a pre-requisite.

Any indication with respect to the timescales would be gratefull received.

Many Thanks

Simon

Thanks for the update Mark, I'll continue to wait for an update.

I appreciate the observation regarding weekend.

Hello, Please can I get an update on progress? 

I tried to reply to the support ticket this morning but I got:-

Unfortunately, we could not find an active customer account or an alternative account with this email address.

I've not heard anything since Friday where the host demonstrated that this is at your end?

Thanks

Yes, the issue is still there

Hi, I've logged back in and I note that the server time issue still persists - I realise it's only 23 hours but unfortunately I have other commitments for the next couple of hours.

I would appreciate your guidance on what I should try next.

I've got the hosting company on standby, they beleive the server time is correct though..

Ok, will wait 24 hours

Thank you

Hi Marc, It may have been updated by my hosting company.

Any idea why it still thinks it is wrong?

OK, Just to be clear, please can you explain the following:-

1) I can see the error within the software "Server time maybe inaccurate"

2) I click on it and it shows "Your server is reporting the current time as 13/10/22 10:33 UTC which seems to be inaccurate. This can cause problems with some services and security functionality. You should contact your hosting provider to ask for this problem to be resolved."

3) The UTC time now (at the time of doing this check is 13/10/22 10:33 UTC)

4) I understand there is a circa 3 hour discrepancy, please can you let me know where I see that 3 hour discrepancy within the Admin Control Panel? Thanks

OK, I am aware of those issues and will look at them.

The server time is perplexing me though because it is correct and synchronised with a time server?

The cron job has broken because I upgraded the version of PHP to try and address this problem but I'll resolve it now.

I'll make the necessary changes to the MySQL tables.

I'm completely stuck now, my host has confirmed that the server can see remoteservices.invisionpower.com and there is nothing they can see that would stop it...

Hi Marc,

In addition, I can see 403 errors from Cloudfront in the System Logs within Invision Community.

I'm assuming Invision use AWS fronted by Cloudfront...

Please can you have a look at the logs and let me know your thoughts

Hi Marc,

Please can you advise on the nature of the call made to remoteservices.invisionpower.com.

Is it an https call on port 443 or is it an API call?

I'm in dialogue with my hosting provider and they're not able to find any issues in their logs.

Hi Marc, Would it be possible to check if you're blocking any traffic from these IP Addresses:- https://www.20i.com/support/web-hosting/ip-address-external-connections

Thanks