Passwords required for support calls.

[martynh99]

Ok, I can understand why you may need the login ID for looking at a VPS Hosting problem be it the Plesk ID or the RDP ID but tonight i've logged a support call for a problem sending email.

When an email is sent, some domains accept the mail and other reject it, an example was provided in the email sent to support that included the header section '
MailEnable: Message could not be delivered to some recipients.
The following recipient(s) could not be reached:

Recipient: [SMTP:usernameremoved@domainremoved.net]
Reason: Remote SMTP Server Returned: 550 Hacked HELO: you are not VPS Hosting2413.home

Why would support need to have the password for the email account that this was sent from - it's clear it's a mailserver config issue.

Once I get all my customers migrated across, I can't be asking them for their email passwords when they have a problem so that I can pass them onto EUKhost support.

Ticket #AKV-19666-557

[eUKhost.com]

Hello Martyn,

Jack has got this sorted and he has replied to your ticket.

Please feel free to reply back to same ticket if you need any further explanation.

[martynh99]

Originally Posted by eUKhost.com

Hello Martyn,

Jack has got this sorted and he has replied to your ticket.

Please feel free to reply back to same ticket if you need any further explanation.

It's certainly not sorted - changing the account password and sending a test email to a gmail.com account is not my idea of fixing anything.

Add to that I have now reset the password back to what it should be, even waited 15 minutes and POP3 & webmail reject my password

As I said when logging the case, some domains accept the mails, some don't - gmail is obviously one.
Email header showing the issue was included when I raised the case.

I'm more interested in knowing why my VPS Hosting is running so slow though HPT-63402-749]

I'm going to PM you a copy of the live chat session I had cos that was just an unbelieveable response

[martynh99]

For info, here is what is returned in the NDR.

MailEnable: Message could not be delivered to some recipients.
The following recipient(s) could not be reached:

Recipient: [SMTP:]
Reason: Remote SMTP Server Returned: 550 Hacked HELO: you are not VPS Hosting2413.home

Of course, some domains will ignore the fact that VPS Hosting2413.home is not a valid domain name, others will object.

I think this article *may* explain the issue
http://www.mailenable.com/kb/Content...sp?ID=me020467

[eUKhost.com]

Hello Martyn,

I have replied to your PM. Please allow some time as Jack is looking into this problem and he will come with a solution ASAP. As per my knowledge there is some problem with hostname of your VPS Hosting as the hostname seems to be wrong and it hasnt got any A record or rDNS.

[martynh99]

Originally Posted by eUKhost.com

Hello Martyn,

I have replied to your PM. Please allow some time as Jack is looking into this problem and he will come with a solution ASAP. As per my knowledge there is some problem with hostname of your VPS Hosting as the hostname seems to be wrong and it hasnt got any A record or rDNS.

Ok, i'll check back in the morning as i'm off to bed now.

It would seem the VPS Hosting is running much quicker now, I can even load Plesk remotely which I couldn't do before as it was too slow, about 5 minutes for each screen to load.

[Rock]

Martyn, please accept my sincere apologies for the inconvenience you faced. The email problems you had earlier have been sorted out.
Please feel free to re-open the ticket or do come on our live chat support in case your have any further issues or doubts.

[martynh99]

I seem to have the same problem again.
Just checked a few things and it appears to be page faults again.

The process w3wp#1 appears to be the culprit.

I've emailed VPS Hosting@euk again about 5 mins ago.