My back office is locked and Hostcentric can't unlock HELP

[hiamps]

We have been getting the same message as I will post at the end for 5 days now. Hostcentric says they have their top engineers working on the problem and for 4 days they tell us 4 or 5 hours more. Could someone from shopsite call them please we are losing money and may not make it if we can't get this going. I have tried both options and nothing works....


Warning

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Unable to lock orders files. This could be because another user (or process) is currently accessing them. Wait at least one minute, then try again.



If you have clicked the Try Again button but always get this error message when you go to the New Orders screen and attempt to view, download, or remove an order, you may need to force the removal of the lock. Wait several minutes and make sure no other co-worker (or process) is currently accessing orders. Check the time (see below) when the process created the lock and make sure it is at least 10 minutes older than the current server time. If it is not at least 10 minutes older press the Try Again button above.

Information on process holding the lock


Process 0 seems to have acquired the lock Wed Jun 30 11:59:39 2010
(Current time: Wed Jun 30 23:48:11 2010 )

Warning:only remove a lock if you are sure no other user is accessing orders and enough time has elapsed from a previous lock.



If forcing the removal of the lock does not solve the problem have your web master or administrator check the file permission on the .processing file in the ShopSite data directory.

Note: Even with a locked orders database shoppers can still place orders.

[Jim]

Please ask whoever you are talking to at Hostcentric to escalate the isssue to their highest technical support team. And have them contact ShopSite support for help in resolving the issue. If they can't or won't escalate it send me a private message with your support case number and any other pertinant information and I'll see if our sales rep responsible for them can push from his contacts.

[hiamps]

Please ask whoever you are talking to at Hostcentric to escalate the isssue to their highest technical support team. And have them contact ShopSite support for help in resolving the issue. If they can't or won't escalate it send me a private message with your support case number and any other pertinant information and I'll see if our sales rep responsible for them can push from his contacts.

Thanks Jim, I will PM you in a few with the details. Just talked with a tech and he and 2 others tried and couldn't get it to work and told me it is at the highest level...As soon as my season hits(if it does) I will be calling Lexiconn!

[hiamps]

Sent you the PM and have talked with hostcentric and begged them to call but obviously to no avail as I still can't get my orders and get the same error message. Guess I am screwed!

[hiamps]

Well supposedly talked with department supervisor and he has no idea when it might get fixed but said they have been working with shopsite for SEVERAL days......Doesn't look good.

[ShopSite David]

Not sure who they think they are working with at ShopSite since neither our Support team or their account manager has heard from them. Of course your original post was Wednesday night, our account manager e-mail his contacts there on Thursday, and now has re-pinged them today (Friday.) So, it may be too soon to work its way down or up via our contacts.

Since the problem sounds like a server permission or locking issue any solution would need to be implemented by Hostcentric. However, we are ready to help their technicians diagnose the issue if needed.

[hiamps]

Thank you so much, they finally got it working yesterday afternoon. I hate to think how many people we lost. We will be changing host to Lexiconn real soon and then it doesn't look like we will have these problems anymore....