AWStats not updating

**eUK-Ralf** · #21 (**permalink**) 22-11-2008, 02:22

Hi Rose,

We are in constant touch with cPanel engineers with regards to this issue however we do not have a concrete solution on our hands yet. We can get your account migrated on to our newly setup shared server where-in we can check whether the stats get updated automatically once the account is migrated on to the new server.

**Rose** · #22 (**permalink**) 22-11-2008, 11:04

Hi Ralf

If you think moving the site to a new server will help then that's fine but if it's a cpanel problem won't it exist on all the servers? I know I first had the problem when I was on one of your other servers so it doesn't seem to be server specific.

**Ryan** · #23 (**permalink**) 22-11-2008, 22:11

Hi Rose,

We've had the stats update problem on some specific shared servers only so Ralf has recommended migrating your account on to our newly setup shared server. Ralf has also raised a new support ticket for you to confirm the migration of your account, so I would request you to approve the migration request by replying to the same ticket for us to proceed.

In the meanwhile, we are also in touch with cPanel engineers to get this problem sorted on our existing servers and we expect a viable solution soon.

**Rose** · #24 (**permalink**) 22-11-2008, 22:16

Hi Ryan

I've already replied to the ticket and confirmed to Ralf that the site can be migrated so hopefully this will solve the problem.

Rose

**Ryan** · #25 (**permalink**) 22-11-2008, 22:22

Thanks for the confirmation Rose.

Ralf will update you via the same ticket once the migration is done.

**Rose** · #26 (**permalink**) 28-11-2008, 17:17

Well the migration went ahead but the AWStats still didn't update and as a result I have lost quite a few days stats over the past week.

This morning it was suggested that my account should be re-created as that was likely to fix the problem. It was confirmed that all my settings had been restored including my e-mails and stats.

This afternoon I have found that none of my e-mail accounts will accept my passwords and that one of my sites is offline. As I am unable to correspond with anyone by e-mail I have had to open a support ticket (although I didn't mention the loss of my site as I thought my loss of email was the only problem at the time). Please will someone at eUKHost deal with this urgently.

EDIT: I don't seem to be able to access cpanel or log in via FTP either.

**eUKMatthew** · #27 (**permalink**) 28-11-2008, 18:25

Hello Rose,

I have updated your ticket now.
Your both domains are working. The emails should also work now.

Matthew,
UK Web Hosting - Cheap Windows Linux cPanel Shared Reseller Web Hosting in UK

**Rose** · #28 (**permalink**) 28-11-2008, 18:51

Matthew

Yes both domains now work including my forum and I have been able to access cpanel (with my old user name and password, not the ones I was using before you recreated the account which seems strange). However I still can't send and receive e-mail using your server (my password keeps being rejected) and when I try to access the server via FTP my login authentication fails. All I can assume is that the settings have changed (maybe something to do with the change in user name and password). I will try again using the new settings but I don't think that will make any difference to the e-mail set up only FTP.

EDIT: I have just changed the settings on my FTP client and can now access the server. Still don't know what to do about the e-mail though.

EDIT 2: I have changed the user name and password for my two mail accounts but the password is still being rejected.

Rose

**eUKMatthew** · #29 (**permalink**) 28-11-2008, 19:44

I have updated your ticket.

Regards,
Matthew

**Rose** · #30 (**permalink**) 02-12-2008, 18:00

Everything is now working normally save for AWStats which are still not auto updating. I have just updated them manually on both domains but have lost quite a few days stats now.

I have sent two e-mails to support over the past two days reporting the AWStats problem (again) but have received no reply. Please could someone tell me whether anyone is still working on this or have you all given up?

**DPS Computing** · #31 (**permalink**) 02-12-2008, 18:09

I think eUKhosts hands are tied until cPanel respond to the ticket that eUKhost has raised with them. If, as it seems, it is a software problem it will be cPanel that will have to advise eUKhost before they can fix the problem

.

**Rose** · #32 (**permalink**) 02-12-2008, 18:15

That's what I'm guessing too but it would be nice to receive confirmation. eUKhost are usually pretty good at answering support e-mails so I'm surprised not to have received something from them, even if it is to tell me they can't do anything further.

**DPS Computing** · #33 (**permalink**) 02-12-2008, 18:17

Quote:

Originally Posted by Rose

That's what I'm guessing too but it would be nice to receive confirmation. eUKhost are usually pretty good at answering support e-mails so I'm surprised not to have received something from them, even if it is to tell me they can't do anything further.

I too am also surprised. Maybe if you post the ticket numbers here so that when a member of staff sees the thread they will be able to look into this for you?

**Rose** · #34 (**permalink**) 02-12-2008, 19:29

OK. The ticket number is #AJY-46869-947. Thanks.

**Ryan** · #35 (**permalink**) 02-12-2008, 20:04

Hi Rose,

Patrick has just updated your ticket with a solution.

**Rose** · #36 (**permalink**) 02-12-2008, 20:45

Received and replied, thanks.

**jc8654** · #37 (**permalink**) 03-12-2008, 02:24

Quote:

Originally Posted by Rose

That's what I'm guessing too but it would be nice to receive confirmation. eUKhost are usually pretty good at answering support e-mails so I'm surprised not to have received something from them, even if it is to tell me they can't do anything further.

I occasionally have also had this kind of issue with support when they pass it onto someone else and you hear nothing back. Would be good in future if they just say in a response:

"We have passed this on to company X. Once we have a reply we will update you."

**DPS Computing** · #38 (**permalink**) 03-12-2008, 10:39

Hope that your problem has now been solved Rose.

And yes Jonathan that is a good idea. I am sure in most cases they do attempt to do this

.

**Rose** · #39 (**permalink**) 10-12-2008, 17:36

Well I'm afraid my problem has still not been solved. In fact it's now worse than when I first reported it as, at that time, if I manually updated my stats every few days the stats for any missing days became viewable. Now if I manually update my stats every few days, the stats between updates are lost.

On 2 December Patrick told me that the cron for my server had been set and that this would automatically update the stats. On 7 December I manually updated the stats and reported that there was still a problem (I have no recorded stats for 3, 4 ,5 and 6 December). I was told by Charlie that the webstats on the server were stuck and that an update script had been initiated which would automatically update the stats. I have just logged on to find that the stats have still not updated and I have therefore manually updated them again - but the stats for 8 and 9 December are missing.

I am loathe to open another ticket as I expect that will produce another e-mail telling me that everything has now been fixed and that the stats will update automatically from now on. I will log on a few days later to find that there has been no change and be back to square one.

Someone at eUKhost suggested to me a week or so ago that this wasn't really a problem as I could use Webaliser instead (which apparently works flawlessly). I am coming round to thinking that, unless I change hosts, this is the only option, although I think the information provided by Webaliser is vastly inferior to that provided by AWStats for my needs.

**DPS Computing** · #40 (**permalink**) 10-12-2008, 19:05

The AWStats problem is an ongoing problem that has been passed onto the cPanel engineers. eUKhost have confirmed they are working with their engineers for a solution but you have to remember that the problem lies with cPanel and not eUKhost. Therefore, even if you change hosts, you will have the same chance of running into problems as you would here at eUKhost. Its the software thats at fault, not the provider I'm afraid.

The last I heard was that eUKhost were awaiting a reply to their ticket with the cPanel support team

.