(public).sospep.events ~ view task ~ FIX-PRB-6279

<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&nbsp;#_______, then contacted chat support (2016-07-07)</li>
<li><strong>x] CAUSE: ??&nbsp;suspect</strong>&nbsp;issue with mysql&nbsp;server&nbsp;- authentication</li>
<li><strong>x] SOLUTION:</strong> problem was resolved by arvixe support staff. estimated outage time frame, approx&nbsp;2+ hours&nbsp;</li>
<li><strong>*] NOTES:</strong> chat log attached,</li>
</ol></ol>
<h2>[currently]</h2>
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<li>] &nbsp;</li>
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<h2>[next]</h2>
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<li>]&nbsp;</li>
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<h2>&nbsp;</h2>
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<h2><strong>EMAIL -&nbsp;Ticket ID&nbsp;# ########</strong></h2>
<p>Unable to access my MySQL databases.</p>
<p>My websites can read from&nbsp;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&nbsp;message</h2>
<div><hr /></div>
<div>
<div><br />&gt; FIX-PRB - server down</div>
<div>- no error message - CREATE new record from website fails</div>
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<h2>&nbsp;</h2>
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<h2>CHAT&nbsp;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&nbsp;*******</span>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</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>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</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>
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