[Kieran]

All the servers from yesterdays outage have been brought back online but there are a few residual problems on these boxes which are currently being sorted out. This is leaving the team a little more busy than usual.

Has your account on CPanel been setup yet, or is that what you are waiting for? If it has been setup, post back and I can assist you in restoring your data to your new account so you can get your forum running.

[MissVXR]

Originally Posted by Kieran

All the servers from yesterdays outage have been brought back online but there are a few residual problems on these boxes which are currently being sorted out. This is leaving the team a little more busy than usual.

Has your account on CPanel been setup yet, or is that what you are waiting for? If it has been setup, post back and I can assist you in restoring your data to your new account so you can get your forum running.

thats the thing hunny, we don't know as all that was said was it was going to be set up x don't know if it was actually done or not so we feel a bit up in the air at present x
totally understand as said to all the probs they've had and being busy, must be a nightmare x
it's just that as said our forum has been locked for over 2 days now and i'm personally worried this will pee off members and they'll go elsewhere x

hence thread, just needed a quick answer x if can't be done it's not a problem for us to wait at all x we just wanted to make sure that we wont be moved without warning so if we do open up then another backup can be made and we don' lose any posts etc xx

[Kieran]

Given that you don't have an e-mail with your login details for the CPanel account it would seem that your account hasn't been setup. I will make enquiries and get back to you

[MissVXR]

Originally Posted by Kieran

Given that you don't have an e-mail with your login details for the CPanel account it would seem that your account hasn't been setup. I will make enquiries and get back to you

Ta hunny, you're a star xx

[iancollington]

Hi Kieran.

I'm on the same site as MissVXR so thanks for your help. Have you heard anything yet and do you have direct contact with them or is it a case of posting in an admin/mod room in the forum?

I must say that I was impressed with Matt updating us on the ticket as often as he did in the circumstances (as was MissVXR) but now I'm feeling unimpressed. We've heard nothing for 44 hours now with our site still closed. Neither the blog or this forum has been updated since yesterday evening either and the phones aren't being answered. (Or at least weren't earlier.)

I've worked on an I.T. helpdesk before and someone was ALWAYS on the help desk taking calls and dealing with tickets. The same is true of our I.T. department here. Why is this not the case with Xilo?

Ian

[Kieran]

I do have direct contact, yes, but I haven't yet heard anything.

To be honest it would be far better if you waited until you had your e-mail saying that your CPanel account was up and running and the username and password provided for it, before shutting down and backing up your forum.

Your H-Sphere account isn't suddenly going to be pulled just because your CPanel one has been setup. The transfer process is a manual one from one system to the other so you will receive full help through tickets and the forum to complete the transfer and only when you were happy everything was working on CPanel would anything happen to your old H-Sphere account.

So for now, re-open your forum, let folk use it as normal, wait for your CPanel account to be setup (I'll let you know anything I hear about this) and then only when you have the access details for this should you close the forum, take a full set of home directory and database backups and commence the transfer. As I said above, if you need any help doing the transfer once you have your CPanel account then it will be provided here

[MissVXR]

Originally Posted by Kieran

I do have direct contact, yes, but I haven't yet heard anything.

To be honest it would be far better if you waited until you had your e-mail saying that your CPanel account was up and running and the username and password provided for it, before shutting down and backing up your forum.

Your H-Sphere account isn't suddenly going to be pulled just because your CPanel one has been setup. The transfer process is a manual one from one system to the other so you will receive full help through tickets and the forum to complete the transfer and only when you were happy everything was working on CPanel would anything happen to your old H-Sphere account.

So for now, re-open your forum, let folk use it as normal, wait for your CPanel account to be setup (I'll let you know anything I hear about this) and then only when you have the access details for this should you close the forum, take a full set of home directory and database backups and commence the transfer. As I said above, if you need any help doing the transfer once you have your CPanel account then it will be provided here

Thank you Kieran
Thats one thing we really needed to know - how it was done x
Now all we need is an answer to when xx

[Kieran]

Cool, just to clarify the steps so you know exactly how it will work;

1) Get new account
2) Close active running things (like forums) on the old account
3) Take full home directory and sql backups from old account
4) Restore home directory and sql backups to new account
5) Enter any e-mail addresses etc. into the new account
6) Ask for help on the forums for anything you get stuck on
7) When you are happy everything is as it should be, change the DNS pointers from the old server to the new server in your domain registrar's control panel (this might be XILO, it might not)
8) Once everything has propogated, arrange for the deletion of the old account

As soon as I hear anything about when you might get your new account I will post here

[MissVXR]

also, while you're about - we're getting glitches with posting http links in our admin room (not sure about rest of forum as it's closed as said) has that anything to do with h-sphere?

[iancollington]

Thanks for the response Kieran.

After the problems with the HSphere platform we decided that we should move platform ASAP. I had asked about how long it would take so I could get the timing right as regards backing up and restoring but I never realised we could wait until the CPanel one was actually setup.

Given the problems with the platform being up and down we decided to move straight away. Therefore I did a full backup of the site after closing it down after which the ticket was updated requesting the move. However the power failure then happened! Matt did say he would create the account a few nights ago but I guess with one thing and another, understandably, it didn't work out that way.

Due to the delays we were considering re-opening the our site forum but we didn't know when the move might happen so we left it closed and as said, we've had no response for 44 hours so we still don't know. (The fact that we could request this without affecting the HSphere platform wasn't known at the time).

However, we also appear to have problems with our site so I don't really want to reopen only to have problems. I think it *may* be related to the PHP upgrade...I'm not sure. The site was certainly running okay before the problem with HSphere platform and the PHP upgrade. I need to look into it more though. Hence the reason for keeping the site closed and wanting to move platforms. The lack of a response on this move is just getting frustrating as no-one is contactable at the moment and we have no idea when the account can be created.

Once we have a CPanel account I have no problems in manually moving everything, that was never the issue but thanks for the offer of help.

Thanks for your help in this...is it appreciated.