| Question: |
Good day! Today for calls to *.* shows the message \"*** *\" |
| Question: |
the full text of the message******: *. *admin*.php*login* **) *.*. |
| Answer: |
please Do a trace to Your domain: start - run - enter cmd - in the black window enter tracert YOUR DOMAIN - after click to highlight - making enter - skopirovat here in the ticket
If You are experiencing zatrudina, view instructional videos http://ded**.net/helphost/tracert.htm |
| Question: |
C:\\Documents and Settings\\User>tracert tltmobile.Gerasimovka route to tltmobile.ru [**.***.**.***]the maximum number of jumps **: * <* MS <* MS <* MS ***.***.*.* * * ms * ms * ms ***.***.**.* * * ms * ms * ms ***.***.**.** * <* MS <* MS <* MS ***.***.**.** * <* MS <* MS <* MS ***.***.***.** * * ms * ms * ms border.tlt.ru [***.***.***.**] * * ms <* MS <* MS ***.***.***.*** * * ms <* MS <* MS ***.***.**.*** * ** ms ** ms ** ms ***.**.***.*** ** * * * Timed out for the request. ** *** ms *** ms *** ms ukrnames.maxnet.ua [**.***.***.***] ** *** ms *** ms *** ms zala.host**.info [**.***.**.***]Trace complete.C:\\Documents and Settings\\User> |
| Answer: |
wait for the DNS updates do not enter the site within an hour |
| Question: |
Good day! If you try to go on the main page the problem remains: there is a redirect to this link http://*.*.* |
| Answer: |
please Do a trace to Your domain: start - run - enter cmd - in the black window enter tracert YOUR DOMAIN - after click to highlight - making enter - skopirovat here in the ticket
If You are experiencing zatrudina, view instructional videos http://ded**.net/helphost/tracert.htm |
| Question: |
C:\\Documents and Settings\\User>tracert tltmobile.Gerasimovka route to tltmobile.ru [***.**.***.**]the maximum number of jumps **: * <* MS <* MS <* MS ***.***.*.* * * ms * ms * ms ***.***.**.* * * ms * ms * ms ***.***.**.** * <* MS <* MS <* MS ***.***.**.** * <* MS <* MS <* MS ***.***.***.** * * ms * ms * ms border.tlt.ru [***.***.***.**] * * ms <* MS <* MS ***.***.***.*** * <* MS <* MS <* MS ***.***.**.*** * ** ms ** ms ** ms ***.**.***.*** ** * * * Timed out for the request. ** *** ms *** ms *** ms ukrnames.maxnet.ua [**.***.***.***] ** *** ms *** ms *** ms 212.**.***.**.ip.ukrnames.com [***.**.***.**]Trace complete.C:\\Documents and Settings\\User> |
| Answer: |
clear browser cache |
| Question: |
Thank you! The issue is resolved |
| Answer: |
ok
|
| Question: |
Hello, today **.** MSK when you try to log on to the domain *.* error *** *Windows* [Version *.*.****](C) Microsoft, ****-****.*:\\*Usertracert*.*Tracing route to *.* [***.***.***.**]the maximum number of jumps **: * * MS * MS * MS ***.***.*.* * * * * * * * ***.***.**.* * * * * Timed out for the request. * * MS * MS * MS ***.***.***.*** * * * * * * *.*.* [***.***.***.**] * * * * MS * MS ***.***.***.*** * * * * * * ***-****.*.**.*.* [***.**.***.***] * ** * ** * ** * **.***.**.*** * *** * *** * *** ******.*.*.*.* [***.**.***.**] ** *** * *** * *** *.*.* [**.***.***.***] ** *** * *** * *** * ***-***-***-**.*.* [***.***.***.**]Trace complete.*:\\*User |
| Answer: |
Hello. according to the trace domain you available from a different server: tltmobile.ru [***.**.***.**] |
| Question: |
It is clear, however, the problem persists. And customers complain that the site is unavailable. Browser cache cleared but no access still |
| Question: |
*.* [***.**.***.**] this address writes *** * |
| Answer: |
Sorry, please wait, the IP is correct. |
| Answer: |
do you Have an empty site folder. Have you uploaded the file? |
| Question: |
no, nothing was uploaded |
| Answer: |
you do not have a website. the site folder is empty. what were you doing on the account? |
| Answer: |
Upload. |
| Question: |
on account of all the visits was not... |
| Answer: |
a folder has changed today the Apr ** **:** public_html |
| Question: |
specify please, in what still a problem? why can`t I access the website? |
| Answer: |
potamu that site you have. paaka site is empty, completely empty. |
| Question: |
what is meant by \"changed\"? The data on the website updated through the admin panel of the website. And **.** MSK off site recorded Metrika Yandex Hello, Togliatti-* store!According to the monitoring detected problems with the availability of the site http://*.* (****-**-** **:**:**, counters: ********)Description of problem: Refused, documents code: ***Possible causes of problems: Incorrect permissions on the site |
| Answer: |
this time the files disappeared and you`ve done with the site?you have no website, no files, they otsutstvuyut you did with them with the public_html folder? |
| Question: |
\"the folder is empty\" unlikely to us is the attitude. you can also backup be done? |
| Answer: |
when did you last carried out work on the site? |
| Question: |
once again, the site today has edited only through the admin panel on the hosting accounts of visits was not ***% Accordingly in my opinion the problem is from your side. And please like to help |
| Question: |
the edit was to edit the text on the pages of the news... and all.. no more changes (and especially the downloads) was not done |
| Answer: |
from our side there are no problems can not be when Posledny time you worked with a website?&need to find the problem that she would not repeat itself. who has access to your account besides you? |
| Question: |
edited for the last time today **.** MSK |
| Question: |
no one, I`m the only one who has access? assume the break-in? |
| Answer: |
please wait, we check the backup |
| Question: |
OK, wait |
| Answer: |
vosstanovleny files from backup |
| Question: |
thank you!!!!!! |
| Question: |
what is a good backup that even has an extreme record on **.** from **.**.** And I have to do a backup yourself? Please tell me! |
| Answer: |
You can create full backup of your account. In spanel a section - Backup -> Download a Full Website Backup |
| Question: |
Hello, according to the Metric *.* unavailable again |
| Answer: |
please Do a trace to Your domain: start - run - enter cmd - in the black window enter tracert YOUR DOMAIN - after click to highlight - making enter - skopirovat here in the ticket
If You are experiencing zatrudina, view instructional videos http://ded**.net/helphost/tracert.htm |
| Question: |
Microsoft Windows XP [Version *.*.****](C) Microsoft, ****-****.C:\\Documents and Settings\\User>*.*Tracing route to *.* [**.**.*.**]the maximum number of jumps **: * |
| Answer: |
Give the result of the trace without symbols greater than, less than. |
| Question: |
The question is not clear...Tracing route to *.* [**.**.*.**]the maximum number of jumps **: * |
| Answer: |
It is not the complete result trace. Give the result with no characters smaller. |
| Question: |
well, if this result is given |
| Answer: |
Remove characters less and provide in the ticket. |
| Question: |
and Rass:\\Documents and Settings\\User>*.*Tracing route to *.* [**.**.*.**]the maximum number of jumps **: * |
| Question: |
C:\\Documents and Settings\\User>tracert tltmobile.Gerasimovka route to tltmobile.ru [**.**.*.**]the maximum number of jumps **: * * MS * MS * MS ***.***.*.* * * ms * ms * ms ***.***.***.* * * * * Timed out for the request. * * MS * MS * MS ***.***.***.*** * * MS * MS * MS host-**-**-***-***.tlt.ru [**.**.***.***] * * ms * ms * ms host-**-**-***-***.tlt.ru [**.**.***.***] * * ms * ms * ms ***.**.***.* * ** ms ** ms ** ms mx**.Amsterdam.gldn.net [**.***.***.***] * *** ms ** ms ** ms amsix.as****.net [**.***.***.***] ** ** ms *** ms ** ms **.***.**.** ** ** ms ** ms ** ms hosted-by.enahost.com [**.**.*.**]Trace complete.C:\\Documents and Settings\\User> |
| Answer: |
Domain available to you - you have no files in the folder of the website. Upload files. |
| Question: |
And where do they go? Once once? Work on the site has not conducted any |
| Question: |
Ie there ***% problem on your side |
| Answer: |
what is the problem? Changes to the website hold is not necessary if to delete files. |
| Question: |
Delete all files except for you, no one could. Please resolve this issue. |
| Answer: |
You have what the accused? we have not touched your files. why should we do that? will see how VA sapak /public_html with different names. what is it? |
| Question: |
This problem was already informed last year, your experts have restored from backup and everything worked fine ... until yesterday according to metrics... of the folder. |
| Answer: |
we did not delete your files, it lichinga any sense. judging by the presence of those folders you have mogli themselves to move files in some folder. Expect we will test backup |
| Question: |
while on the main page see the message: * / .ftpquota |
| Answer: |
where do you see it? |
| Question: |
when I go to the page *.* |
| Answer: |
refresh the page. |
| Question: |
Thank you very much! Problem solved, the site is available again |
| Answer: |
Thank you for contacting our support team.
|
| Question: |
Hello, the site is unavailable again. When directly entering the page *.* message is generated */ When you try to log in admin area *** *... Again like yesterday :-(((( |
| Question: |
C:\\Documents and Settings\\User>tracert tltmobile.Gerasimovka route to tltmobile.ru [**.**.*.**]the maximum number of jumps **: * * MS * MS * MS ***.***.*.* * * ms * ms * ms ***.***.***.* * * * * Timed out for the request. * * MS * MS * MS ***.***.***.*** * * MS * MS * MS host-**-**-***-***.tlt.ru [**.**.***.***] * * ms * ms * ms host-**-**-***-***.tlt.ru [**.**.***.***] * * ms * ms * ms ***.**.***.* * ** ms ** ms ** ms mx**.Amsterdam.gldn.net [**.***.***.***] * ** ms ** ms ** ms amsix.as****.net [**.***.***.***] ** ** ms ** ms ** ms **.***.**.** ** ** ms ** ms ** ms hosted-by.enahost.com [**.**.*.**]Trace complete.C:\\Documents and Settings\\User> |
| Answer: |
ask what you were doing on the account? |
| Question: |
This morning it was changed only the status of a single order through the admin panel of the website. No other actions were not |
| Answer: |
you worked in a panel? |
| Question: |
No, the panel did not work |
| Answer: |
change passwords panel we will check the site for viruses. |
| Question: |
Earned all over again. Please tell me that the problem beats us website? |
| Answer: |
http://tltmobile.ru/AI-BOLIT-REPORT-__-******-**-**-****_**-**.html here is the scanning report and change all passwords. |
| Question: |
Passwords have been changed |
| Answer: |
ok
|
| Question: |
Hello again, the problem is the same as yesterday and the day before. On the site of the works was not, in the panel did not come. |
| Question: |
C:\\Documents and Settings\\Admin>tracert tltmobile.Gerasimovka route to tltmobile.ru [**.**.*.**]the maximum number of jumps **: * ** ms ** ms ** ms ***.**.*.** * ** ms ** ms ** ms ***.**.**.*** * ** ms ** ms ** ms pgag-cr**-ae**.***.nnov.stream-internet.net [**.***.*.***] * *** ms ** ms ** ms bek-cr**-ae*.**.nnov.stream-internet.net [***.**.**.**] * *** ms ** ms ** ms mag*-cr**-be*.**.msk.stream-internet.net [***.***.**.***] * *** ms ** ms ** ms a***-cr**-be**.**.msk.stream-internet.net [***.**.**.**] * *** ms *** ms ** ms anc-cr**-ae*.***.ff.stream-internet.net [***.**.**.***] * *** ms ** ms ** ms decix.pantel.co [**.**.***.***] * *** ms *** ms *** ms **.***.**.** ** *** ms *** ms *** ms **.***.**.** ** *** ms *** ms *** ms hosted-by.enahost.com [**.**.*.**]Trace complete.C:\\Documents and Settings\\Admin> |
| Answer: |
Hello you are all passwords changed?remember what changed before the problem began. |
| Answer: |
Hello you are all passwords changed?remember what changed before the problem began. |
| Question: |
Yes, passwords are both changed in the LC on the panel. All work with the site through the admin panel, where changing the status of products and orders |
| Answer: |
after rebooti disappears in the admin site? |
| Question: |
here`s how yesterday restored **.** (for the ticket), the only change the status of one single order #**** changed status |
| Answer: |
you watched the report, checking for viruses? there`s nothing neblo unusual for the site? |
| Question: |
and please another question - I want to translate the site to https - what you need and how quickly the whole process will take? |
| Question: |
a report on the viruses looked, but there is basically a script to load products to the site... I`m suspicious saw nothing |
| Answer: |
you are not threatened with break-in? |
| Question: |
As an experiment,**. * * MSK change the status of order # * * * * in the admin area of the site, looking forward to how events will unfold :-) |
| Question: |
no, hacking is not threatened |
| Question: |
here again, for a moment there was a message when you reload the main page */ |
| Answer: |
***.***.***.** &it`s your ip , it worked yesterday in the panel menu softaculous |
| Question: |
now again everything is fine |
| Question: |
The menu name of nothing says. Yesterday in the panel to change the language of panel and changed the password |
| Answer: |
ok |
| Question: |
change the password and language in the panel at the time it was here **-**-**** | **:**:** |
| Answer: |
ok |
| Question: |
and please another question - I want to translate the site to https - what you need and how quickly the whole process goes? |
| Answer: |
you need to change the tariff for ssl https://era.host/ru/billing.php?do=ssl |
| Question: |
the link indicated that ssl refers to the domain... we Have a domain administrator in another company... i.e. you need something they will have to register through a personal account? |
| Answer: |
no , you just need to change the tariff for ssl
https://era.host/ru/billing.php?do=ssl the certificate is issued for a domain on a specific server, you asmodee to pick up the certificate |
| Question: |
Hello, the problem resumed on the site is unavailable. In the direct approach */ i.e. the same problem as ** March |
| Question: |
C:\\Documents and Settings\\Admin>tracert tltmobile.Gerasimovka route to tltmobile.ru [**.**.*.**]the maximum number of jumps **: * ** ms ** ms ** ms ***.**.**.*** * ** ms ** ms ** ms ***.**.**.*** * ** ms ** ms ** ms pgag-cr**-ae**.***.nnov.stream-internet.net [**.***.*.***] * *** ms ** ms *** ms bek-cr**-ae*.**.nnov.stream-internet.net [***.**.**.**] * ** ms ** ms ** ms mag*-cr**-be*.**.msk.stream-internet.net [***.***.**.***] * ** ms ** ms ** ms a***-cr**-be**.**.msk.stream-internet.net [***.**.**.**] * ** ms ** ms *** ms anc-cr**-ae*.**.ff.stream-internet.net [***.**.**.**] * *** ms ** ms ** ms decix.pantel.co [**.**.***.***] * *** ms *** ms ** ms **.***.**.** ** *** ms *** ms ** ms **.***.**.** ** *** ms *** ms *** ms hosted-by.enahost.com [**.**.*.**]Trace complete.C:\\Documents and Settings\\Admin> |
| Question: |
Hello again, while *.* not working... |
| Answer: |
the Problem is checked |
| Answer: |
and why did you delete the website files from the public_html folder? |
| Question: |
This question you ask every time. No one deletes the files, this year, this issue for the fourth time. Solved it by restoring from a backup... we just do, no one walks into a folder on the panel |
| Question: |
Thanks, the website is available again. |
| Answer: |
loaded backup. |
| Question: |
Good day! The traditional problem is that *.* not available. All as before in this tape. Please restore from a backup. |
| Question: |
C:\\Users\\User>tracert tltmobile.Gerasimovka route to tltmobile.ru [**.**.*.**]the maximum number of jumps **: * * ms * ms * ms ***.***.*.* * * ms * ms * ms ***.***.***.* * * * * Timed out for the request. * * ms * ms * ms ***.***.***.*** * * ms * ms * ms border.tlt.ru [***.***.***.**] * * ms * ms * ms ***.**.***.* * ** ms ** ms ** ms mx**.Amsterdam.gldn.net [**.***.***.***] * ** ms ** ms ** ms amsix.as****.net [**.***.***.***] * ** ms ** ms ** ms **.***.**.** ** ** ms ** ms ** ms hosted-by.enahost.com [**.**.*.**]Trace complete.C:\\Users\\User> |
| Answer: |
Data recover |
| Question: |
The health restored. Thank you very much! |
| Answer: |
Thank you for contacting our support team.
|
| Question: |
Good day! The traditional problem is that *.* not available. All as before in this tape. Please restore from a backup. |
| Question: |
(C) Microsoft Corporation, ****-****.C:\\Documents and Settings\\Admin>tracert tltmobile.Gerasimovka route to tltmobile.ru [**.**.*.**]the maximum number of jumps **: * ** ms ** ms ** ms ***.**.**.*** * ** ms ** ms ** ms ***.**.**.*** * ** ms ** ms ** ms bek-cr**-ae**.***.nnov.stream-internet.net [**.***.*.***] * *** ms ** ms ** ms mag*-cr**-be*.**.msk.stream-internet.net [***.***.**.***] * ** ms ** ms ** ms a***-cr**-be**.**.msk.stream-internet.net [***.**.**.**] * *** ms ** ms *** ms anc-cr**-ae*.**.ff.stream-internet.net [***.**.**.**] * *** ms ** ms ** ms decix.pantel.co [**.**.***.***] * *** ms *** ms *** ms **.***.**.** * *** ms *** ms ** ms **.***.**.** ** *** ms *** ms ** ms hosted-by.enahost.com [**.**.*.**]Trace complete.C:\\Documents and Settings\\Admin> |
| Answer: |
can you transfer the website to another account to the MDM, no one will have access? |
| Question: |
Repaired, thank you! |
| Answer: |
Thank you for contacting our support team.
|
| Question: |
I think that the password change did not help? |
| Question: |
this year especially we have with you is this... for all the * years, there was no work of course... |
| Answer: |
What password did you change? |
| Question: |
Good day! The traditional problem is that *.* not available. All as before in this tape. Please restore from a backup. |
| Question: |
C:\\Documents and Settings\\Admin>tracert tltmobile.Gerasimovka route to tltmobile.ru [**.**.*.**]the maximum number of jumps **: * ** ms ** ms ** ms ***.**.*.*** * *** ms ** ms ** ms ***.**.**.*** * ** ms ** ms ** ms bek-cr**-ae**.***.nnov.stream-internet.net [**.***.*.***] * ** ms ** ms ** ms mag*-cr**-be*.**.msk.stream-internet.net [***.***.**.***] * ** ms ** ms ** ms a***-cr**-be**.**.msk.stream-internet.net [***.**.**.**] * *** ms ** ms ** ms anc-cr**-ae*.**.ff.stream-internet.net [***.**.**.**] * *** ms ** ms ** ms decix.pantel.co [**.**.***.***] * *** ms ** ms *** ms **.***.**.** * *** ms *** ms *** ms **.***.**.** ** *** ms ** ms *** ms hosted-by.enahost.com [**.**.*.**]Trace complete.C:\\Documents and Settings\\Admin> |
| Question: |
Please note that this crash is **-** numbers ** of each month. What can be the reason? |
| Answer: |
files are restored. |
| Answer: |
Hello. do you Have an empty folder dlena. Upload the website files. |
| Question: |
You usually their backup restore... |
| Answer: |
how can you remove and why? |
| Question: |
you please read the tape from the beginning. I think you have such an opportunity... just to be aware of events... and I would like to get from you as support a prescription to fight this problem...That two times not to rise: the site is serviced only by me alone, in the panel work not done at all, the passwords were changed to this LK on the panel * weeks ago, but the site outage this year regularly ** and ** numbers monthly.. . |
| Answer: |
alternatively, you can offer You to place to the test this sayten separate account |
| Question: |
and that means a separate account? |
| Answer: |
you register yet another account on a test period and razmeshaet the site. |
| Question: |
Site integrity is restored, thank you for your promptness! |
| Answer: |
Hello you Have a lot of FTP accounts have access to the folder, try to change them the password and remove the unnecessary |
| Question: |
So what better to do on a separate account to move or FTP to footcloth? |
| Answer: |
try both |
| Question: |
And another good day!:-) The website was again unavailable. However, the schedule is unavailable, has moved for a week... * to send? |
| Answer: |
Hello. You Have no website files in the package. and there are several duplicates of the folder public_html, You probably just renamed the folder? |
| Answer: |
Hello. You Have no website files in the package. and there are several duplicates of the folder public_html, You probably just renamed the folder? |
| Question: |
I`m in the folder do not go. By the way, and when there was a duplicate of this folder. The reason why files go missing regularly this year too, can`t guess. Please traditionally, as already happens twice a month to restore from backup |
| Answer: |
You have changed the passwords to the FTP accounts? did a test account for this site? to test it on another server |
| Question: |
no, while the above did nothing. |
| Question: |
the FTP accounts are the remnants of the web mastrov who did the site for me, they in theory all can be removed. leave only the first admin. |
| Answer: |
Well, remove all accounts except FTP admin, if You need a new will be able to recreate. |
| Question: |
Hello! Again, the site is unavailable. Please once again, restore from backup |
| Answer: |
please Wait. |
| Answer: |
Rechecked the RES. copy to the coolant. was updating files on a storage server. ie, with Your current server was the updated files to the backup server at the time when filey in the folder public_html fiction. Ie at the moment retiring copies stored account with an empty public_html folder. |
| Question: |
how you can help in this situation? |
| Answer: |
in your account eating a few pereimenovaniya public_html folder, the one we renamed, check the amps. |
| Question: |
booted version of the site from Dec * * * * ... |
| Answer: |
renamed the other folder. |
| Question: |
maybe there is a more recent version? |
| Question: |
there was such coolmedia: *.php*.* *** *handle*. |
| Question: |
yet I see *** * etc. |
| Question: |
still *.php*.* *** *handle*. |
| Answer: |
we renamed odnoo folders duplicate folder on **** year :( |
| Question: |
and what kind of folders for duplicates renamed? |
| Question: |
can still like to try a backup to watch it again? and something like that is quite sad... |
| Answer: |
looked through all the options, unfortunately not. did you do a full backup ? |
| Question: |
by a strange coincidence, I did it yesterday with an empty folder * then I understood that correctly downloaded... and left for the day... yesterday it worked... was hoping a working version to upload... |
| Question: |
and exactly today is your backup set? not my last save? |
| Answer: |
specify which folder was your backup |
| Question: |
yesterday **-**-**** | **:**:** your employee is under the name of the Consultant *level recovery was done and everything was in place... As you can see in the backups all the same... |
| Question: |
difficult you skazatt. I did spanel a full backup. And where it is saved in this operation? |
| Answer: |
this backup is, the new Nampula in the public_html folder, there are already yesterday at the moment of creating the backup was empty. |
| Question: |
just in case yesterday`s recent events, \"Okay, let`s get all the FTP accounts except admin, if You need a new will be able to recreate\" **-**-**** | **:**:**\"this is from the Consultant * the level of it. After this the website worked. which means your backup was successful as previous times... |
| Answer: |
in became now empty. he could deathsaw a time when files were already gone. |
| Question: |
ie no hope left? unless the restoration of the site in the version from ****year? |
| Answer: |
You created a full backup after the problem? |
| Question: |
no, I had not... with an empty folder that you just created here at this time \"Hello.You have no website files in the package. and there are several duplicates of the folder public_html, You probably just renamed the folder?**-**-**** | **:**:***I`m in the folder do not go. By the way, and when there was a duplicate of this folder. The reason why files go missing regularly this year too, can`t guess. Please traditionally, as already happens twice a month to restore from backup**-**-**** | **:**:** |
| Answer: |
We again reviewed all available backups in became only what you have on the account |
| Question: |
well, the version from ** year to include? |
| Answer: |
do You Have it? |
| Question: |
she`s in some of the folders like lying *... you turned it on today for a while |
| Question: |
renamed the folder and it was there |
| Answer: |
Specify the name of the folder |
| Question: |
public_html_v** |
| Answer: |
renamed |
| Question: |
but except from backups on my account may have drugthe options. There just really old version of the site... very good.sorry * year raoti to lose... is your backup server could be erased? |
| Answer: |
the Backup is files cosades once a week by removing files which have been deleted and added files that Bali added or changed. In this case, the folder was empty, so a backup of the server files were also removed :( Re-pereprobovali to the coolant. :( |
