Lost Credentials

[PHyndman]

I attempted to login to Plesk on my Windows VPS Hosting this morning only to find that my login info. was invalid (I've not changed from the original login setup and sent in my welcome email).

Same thing with virtuozzo and all my FTP accounts.

Emailed support who have reset the Plesk password so I can get into the control panel. OK, things happen so I'm happy to reset the FTP credentials at the domain level (there's only a couple so no big deal) .... but when I try and enter domain setup I get:

Warning: PHostingManager::getPleskStatPDir(class.ProtDir.ph p) [function.getPleskStatPDir]: failed to open stream: No such file or directory in C:\SWSoft\Plesk\admin\plib\class.PHostingManager.p hp on line 229

Fatal error: PHostingManager::getPleskStatPDir() [function.require]: Failed opening required 'class.ProtDir.php' (include_path='C:\SWSoft\Plesk\admin\plib;C:\SWSof t\Plesk\admin\plib\api-rpc;C:\SWSoft\Plesk\admin\javascripts;C:\SWSoft\Pl esk\admin\plib\locale;C:\SWSoft\Plesk\admin\auto_p repend;C:\SWSoft\Plesk\admin\htdocs\domains\databa ses\phpMyAdmin;C:\SWSoft\Plesk\admin\htdocs\domain s\databases\phpPgAdmin') in C:\SWSoft\Plesk\admin\plib\class.PHostingManager.p hp on line 229

This is looking a bit more serious ....

The email from eUK support states that they need to reinstall Plesk, oh and by the way this will delete all my data - with a live and active MS SQL Server DB this is now getting a bit more worrying!!!

Has anyone else encountered this recently? I've not been into Plesk for 2-3 weeks and this appears to have happened without any input (unless the DC have been playing without telling customers???)

Before I decide whether to go for the reinstall or cut my losses and run (moved to eUKhost after a bad experience with another hosting co. - so very sensitive to service issues), I've asked the following questions- but things appear to have gone a bit quiet on me!!

1) why did all my login credentials get lost and what has caused the corruption in Plesk?
2) Am I the only customer to be affected?
3) What are you doing to ensure this doesn't happen again?

Is there someone I can phone/speak to to get answers?

I'm not having a go at anyone, these things happen - what's important is what causes them, how they're dealt with and how they're avoided in the future!

I will say that the speed of response to my issue today has been great so far, but I need information so that I can provide a service to my clients.

[eUKhost.com]

We can restore last good backup of your VPS Hosting to get this sorted. I need to wait for our System Admins to complete their analysis of this situation and they will get back to you with what happened and how.

If you want them to restore last good backup of your VPS Hosting then please open a ticket from http://support.eukhost.com and they will proceed with restoration procedure.

You can also come on livechat from http://support.eukhost.com for 1 - 1 discussion with a senior windows system admin from our VPS Hosting Department.

[PHyndman]

Thanks for the quick response - I will hold off from doing a restore at the moment (I don't want to do anything until I know what has caused the problem - the site(s) are running and I want as little disruption to my clients as possible).

Hopefully your SAs can get back to me soon ....

[PHyndman]

Just wanted to post a resonse to say that it's all sorted now ...

... the support guys have managed to breathe life back into the VPS Hosting and restore Plesk to full functionality without the need for a rebuild.

So thanks to anyone involved - great service, great result and most importantly kept me up to date!!

[eUKhost.com]

Glad to hear that its sorted now

Cheers !