Store has crashed

[luciano991]

Hi,

The store at this site: http://xmasdays.com has crashed. It was working fine until about a week ago. To see the problem browse to http://xmasdays.com/nativities.html and click on any Add to Cart button. You will see a 404 error or similar error. This also occurs when you try to login to the back end. The host says the files are encrypted so there's nothing they can help with at this time.

Thanks,

Mark

[Jim]

Something has happened on the server and only your host can help with that.
Ask them what they did because ShopSite does not auto destruct. It may be that the server ran out of disk space, they changed some security setting, they (or someone) accidentally deleted the site, a program such as Front Page (if you are using something like that) may have taken over the directories.. But it is something on the server that is the problem. If you host can't fix the problem ask them to contact ShopSite's support team for assistance.

[luciano991]

There was indeed a disk space problem but fixing that has not solved the problem. Can you give me contact information for shopsite tech support that I can relay to my host?

Thanks,

Mark

[luciano991]

Also, we are not using Front Page extensions and the site installation seems to be in tact.

[Jim]

Where is your store hosted? If they are a ShopSite partner they should already have the contact info for the ShopSite support department. They may need to escalate the issue within their company to get to a level that has that information.

If you have a case number from your support contact (and a tech name if you have it) I'll have our support team see if they can contact them.

[luciano991]

They are hosted at eMark Hosting www.emarkhosting.com. I don't know that this a ShopSite partner. Will support have to be purchased if it is not?

Thanks,

Mark

[luciano991]

I would also like to point out that it's not an issue with files being deleted. There is a start.cgi file in the cgi-bin/ss directory and that we can browse there and are asked for login credentials. When we put the credentials in we get the 404 error. This also occurs when you click any Add to Cart button. The pages are still all there. All the product pages are in tact.

[luciano991]

My ticket # at Emark Hosting is : 519709

My contact is Randy Andreen


Phone:
Fax: 1-866-513-3315 Toll Free
1-320-229-0196

[Jim]

It looks like your store is hosted at a non-ShopSite partner's site, so you will need to purchase a ShopSite support incident in order to get the issue resolved. You can purchase a single incident or yearly support at : http://shopsite.com/support_pricing.html