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arvixe support Ticket# - #/# - PRB: webhost server down - ERROR: none, database authentication fails, no write access
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<h1 style="text-align: center;">FIX-PRB-6279</h1> <h2>[previously]</h2> <ol> <li><strong>[2016-07-07]</strong></li> <ol> <li><strong>x] PROBLEM:</strong> (db authentication) server(basil) down , home page loads but when you attempt to create/edit a new record, also login through admin control panel fails</li> <li><strong>x] REFERENCE:</strong> submitted email ticket(2016-07-07), Ticket ID #_______, then contacted chat support (2016-07-07)</li> <li><strong>x] CAUSE: ?? suspect</strong> issue with mysql server - authentication</li> <li><strong>x] SOLUTION:</strong> problem was resolved by arvixe support staff. estimated outage time frame, approx 2+ hours </li> <li><strong>*] NOTES:</strong> chat log attached,</li> </ol></ol> <h2>[currently]</h2> <ol> <li>] </li> </ol> <h2>[next]</h2> <ol> <li>] </li> </ol> <h2> </h2> <hr /> <h2><strong>EMAIL - Ticket ID # ########</strong></h2> <p>Unable to access my MySQL databases.</p> <p>My websites can read from but not write to databases,</p> <p>admin panel prompts for login, my credentials don't work.</p> <p>created new test db_user account which also doesn't work to access</p> <h2>ERROR message</h2> <div><hr /></div> <div> <div><br />> FIX-PRB - server down</div> <div>- no error message - CREATE new record from website fails</div> </div> <h2> </h2> <div> <h2>CHAT log - 2016-07-07</h2> <hr /> <div><span class="label">Chat ID:</span> <span id="chat_id">28275578</span> <span class="label">Initial Question:</span> <span id="initial_question">unable to access my MySQL databases. websites can read but not write, admin panel prompts for login, my credentials don't work. created new test db_user account which also doesn't work</span> <div class="chat_message"><span class="message_time">9:16:39 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content"> Hello Don, Thank you for contacting support, My name is Megharaj. How are you today?</span></div> <div class="chat_message"><span class="message_time">9:17:08 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content"> I apologize for the wait time.</span></div> <div class="chat_message"><span class="message_time">9:17:59 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">I am good thanks</span></div> <div class="chat_message"><span class="message_time">9:19:02 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">support code:******** </span></div> <div class="chat_message"><span class="message_time">9:19:08 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">Let me know the steps to replicate the issue ?</span></div> <div class="chat_message"><span class="message_time">9:20:48 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">My login credentials for the MySQL database on my site don't seem to work</span></div> <div class="chat_message"><span class="message_time">9:21:28 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">The site can read from the database but wont write records to it</span></div> <div class="chat_message"><span class="message_time">9:22:14 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">Can you please provide me the URL where you are experiencing the issue?</span></div> <div class="chat_message"><span class="message_time">9:22:32 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">When I try to access the database via the admin control panel it prompts for login</span></div> <div class="chat_message"><span class="message_time">9:23:02 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">url: http://sospep.com </span></div> <div class="chat_message"><span class="message_time">9:23:27 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">Thank you.</span></div> <div class="chat_message"><span class="message_time">9:24:12 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">as I mentioned, the site will work fine, until you try to "write" records </span></div> <div class="chat_message"><span class="message_time">9:24:51 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">Do you wish us to set the write privilege for the MySQL database ?</span></div> <div class="chat_message"><span class="message_time">9:26:34 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">the database_user account that the site uses has write privileges,</span></div> <div class="chat_message"><span class="message_time">9:26:57 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">it has been using the same db_user account for some time</span></div> <div class="chat_message"><span class="message_time">9:27:22 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">nothing has been changed on my side </span></div> <div class="chat_message"><span class="message_time">9:28:28 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">Let me know the database name which is connected with website.</span></div> <div class="chat_message"><span class="message_time">9:29:08 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">this site uses database named *******</span> </div> <div class="chat_message"><span class="message_time">9:30:12 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">Thank you.</span></div> <div class="chat_message"><span class="message_time">9:31:14 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">Let me know the database user name which is connected with website.</span></div> <div class="chat_message"><span class="message_time">9:32:03 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">the main account I use is *******</span> </div> <div class="chat_message"><span class="message_time">9:32:56 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">Thank you.</span></div> <div class="chat_message"><span class="message_time">9:34:02 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">May I have the steps to replicate the issue ?</span></div> <div class="chat_message"><span class="message_time">9:34:11 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">So that I can replicate the same issue from our end.</span></div> <div class="chat_message"><span class="message_time">9:35:05 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">its OK, it seems to be working now</span></div> <div class="chat_message"><span class="message_time">9:35:15 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">Did you change something?</span></div> <div class="chat_message"><span class="message_time">9:37:58 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">No.</span></div> <div class="chat_message"><span class="message_time">9:38:06 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">I've not made any changes from our end.</span></div> <div class="chat_message"><span class="message_time">9:38:22 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">It might be an intermittent issue.</span></div> <div class="chat_message"><span class="message_time">9:38:45 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">OK, maybe the authentication server was down or ???. </span></div> <div class="chat_message"><span class="message_time">9:39:37 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">Nothing as such.</span></div> <div class="chat_message"><span class="message_time">9:39:51 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">I haven't had this issue before that I can recall. Anyways ... I will leave this for now ....if it happens again ... contact you guys</span></div> <div class="chat_message"><span class="message_time">9:39:56 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">If you still experience the same , please get back to us with the steps to replicate the issue.</span></div> <div class="chat_message"><span class="message_time">9:40:08 AM</span> <span class="message_sender staff_message">Megharaj K</span> <span class="message_content">If you have any further questions, please let us know.</span></div> <div class="chat_message"><span class="message_time">9:40:09 AM</span> <span class="message_sender customer_message">Don Sagrott</span> <span class="message_content">Thanks for your help today</span></div> </div> </div>