Serious problem after upgrading!

aster · May 21st, 2005, 03:45 PM

I just finished upgrading to the latest version and although it all went smooth during the installation, when I checked user index I noticed that there are absolutely no photos! 0 photos - I checked the folder on the server and they are there. Since my site is pretty busy one, I sent you my ftp details in hope that you'll check and solve the issue - trough contact form. Please help me since I'm getting unlimited complains so far.

Thanks in advance,
Aster

Chuck S · May 21st, 2005, 06:33 PM

There are one of two ways this can happen.

1. You ran step 3 multiple times on the 486 upgrade and then after rebuilt missing thumbs

2. You did not run the required upgrades and then rebuilt missing thumbs.

Basically the way to rectify this is to restore a backup of the photos tables and run your upgrade script again.

aster · May 22nd, 2005, 05:09 PM

You know, I hoped that you'll help me with the fix yesterday - I sent you the server user pass trought the contact form on your site. I have 3 installments of ppost and I really hoped that's the least you could do since I aam really not a programmer. As for the procedure, I am positive that I never did anything that is said shouldn't be done. As a matter of fact I am almost positive that I did exactly as I was told during the upgrade process... I am going to try to fix this myself but I doubt I'll succeed.

aster · May 22nd, 2005, 05:29 PM

ok this whole thing is going to last for too long if we continue like this:-( I have 3 installations of ppost and I would like all of them upgraded and set up propperly. How much would that cost me for you to do that asap.

Chuck S · May 22nd, 2005, 05:49 PM

Aster

I beleive we did replied to you helpdesk email yesterday stating we can not just access people's sites and fix things when they ask. To fix a broken install you must purchase an installation. To upgrade a fully functional site you must purchase an upgrade. Unless you have a mysql backup I would not purchase anything as we will not be able to fix anything without that.

Given the nature of your site I am not going to publically post it However I did view your site before responding here yesterday and basically you would have had to have physically ran in admin section under scan database a REBUILD MISSING THUMBNAILS to lose your photos. This has happened to people who when upgrading did not run their upgrade script or ran step3 of the 486 upgrade multiple times which messes up the filenames and when they see no thumbs they try rebuilding them.

To get your Photos back you must restore a backup of your photos mysql table and run the upgrade script.

aster · May 22nd, 2005, 06:00 PM

the backup is on my server. I luckily backed it up before I tried this. it's called pmpp.gz - can you tell me how can I restore it from that file and where does it have to be on the server?

Chuck S · May 22nd, 2005, 06:15 PM

Is this a file or database backup? It would need to be a database backup.

Basically you would only need to restore the photopost database fully or just the photos table You can find this sql file and restore it through phpmyadmin which would be easiest. If you know SSH command line syntax you can restore it through there also.

Then run the necessary upgrade scripts again

aster · May 22nd, 2005, 06:19 PM

this is a mysql dump. how much would you charge me for doing this for me fast + upgrade other 2 sites.

Chuck S · May 22nd, 2005, 06:23 PM

We charge 49.00 for an upgrade. To fix the broken site would be an install not upgrade

aster · May 22nd, 2005, 06:31 PM

my partner just finished placing an order (59 - install).
Order Date: 05/22/05
Order Number: techimo-8367
Shipping Method: Download

please fix it once and for all asap.

Chuck S · May 22nd, 2005, 07:11 PM

Once your partner completes the process sending the installation document back it will be forwarded to our installation department

aster · May 23rd, 2005, 03:50 AM

?? which instalation document now? You know, you are not making it much easier for me with this... It's already 4 days my site is offline, and we are now stuck in something completely else...

Chuck S · May 23rd, 2005, 08:45 AM

4 days? Your thread was started about 41 hours ago less than 2 days.

Your partner would know what I am talking about. He purchased an installation and we send the installation document to him. He would need to scan and email or fax it back to us. It gives us the legal right to go onto your server. Without the legal write to access your server no company is just going to connect to your server. I hope you understand this.

If customers send this information back to us then installs are done within the same day next day as we state on the document.

aster · May 23rd, 2005, 04:49 PM

You know I am really not sure what you are talking about. If I was a new customer this would make sense, however we already purchased 3 photoposts + instalations previously and you guys accessed the very same machine multiple times in the past. I also must say that last time when I had problems with my upgrade I was helped by one of your staff and everything went without any payment, documents etc. You can compare my post times, I told you that all in all my site was offline 4 days meaning I wasted two days trying to set up the whole thing myself and I must say again that I followed the upgrade rules but that doesn't mind anymore. Now what my point is that this is no way to treat your old customers and those who purchased the multiple instalations. We are wasting time here and I can definitely say for myself that I wasted money and am still wasting it... I do not know if there is a point of me asking you to fix the site without getting whichever document that is... I tried reaching my partner today and I couldn't. I am not sure when he will be in the office and I really see no point in this. I can pay you via other card if that is the problem just let's try to finally fix this...

Chuck S · May 23rd, 2005, 04:56 PM

No work can be performed without that installation agreement which grants us legal permission access to your server. That is company policy.

If someone in the past performed an upgrade or installation without authorzation from the company then I can't comment on that.

aster · May 24th, 2005, 12:26 PM

I called my partner today and since he's told me that he didn't get ANYTHING from you. Now I am starting to be very annoyed by this and I am not sure where this is going on. Where is he supposed to get a notice from you and what is he supposed to get?? The sites are mine and if you need a confirmation I assume that I am the one who should give you a confirmation and not anyone else. I want this resolved asap or I will really have to ask my partner to request a chargeback and I will hire someone else to fix this only because now I am forced to use your system, but believe me if this continues for one more day I will notify all my business partners and hosts about my experience with photpost and with your company.

mjm · May 24th, 2005, 01:05 PM

...been reading your post... been there, my partner went through the same learning curve... she now does it on her own with occasional help...
The question is, why didn't you just fax off the info, or tell your partner to do so?
It sounds more like a communication problem between you and your partner.
Even I knew about your instructions on the 22nd!

Anyway, hopefully you can get it all sorted out soon..

Cheers,
Mark

Chuck S · May 24th, 2005, 01:14 PM

Hello

I would ask your partner to check his trash bin for the email as customer service would have indeed sent an install document to the email address on file for the license. You may want to email custserv@photopost.com if there is any questions on an order or such as this is the support forum and we do not handle customer service issues.

I have laid out how to fix your install from a support standpoint above in my posts. If your partner etc wants us to fix the install as you have stated then you must follow the guidelines in sending that document back to us granting us access to your server. Until that is in hand our installation department can not proceed in fixing your site.

I am sorry for the confusion there seems to be here but even as mjm points out I beleive a couple days ago I stated what needs to be done here for us to perform this work.

aster · May 26th, 2005, 10:37 AM

ok we checked everything. email associated to this licence is angel_marcon@yahoo.com and nothing was recieved there.

aster · May 26th, 2005, 10:41 AM

and it seems like here there is an answer to all this. I just checked and there was a document recieved which was on the email that was using during a purchase. That the order was processed. But when we went and checked that mail there was a url on which is possible to track the order - and the order is rejected for some reason :-(

We need to do this from the beginning.