fsockopen(): unable to connect to www.turnkeywebtools.com

[handsonhosting]

Hey guys,

Well it's the 1st of the year, Happy New Year! But unfortunately when I loaded up my Live Help program to be able to support my customers I'm getting an error.
I first get a fsockopen(): php_network_getaddressses: getaddrinfo failed: Name or serice not known in /login.php on line 54

followed by the can't connect to turnkeywebtools, and then I get a headers error.

Is this also releated to your hosting site being offline?

Is there a reason why the program is searching turnkeywebtools.com for information? Since this is an owned product, shouldn't it just be reading info from my site and database?

I hadn't noticed that it was reading from your site before, but oh well.

Any ideas on when this will be fixed? We use the Live Help at least 18 hours a day for support - and today, although a holiday for most, is just another day.

Your help is appreciated.

Conor Treacy
http://www.handsonwebhosting.com

[handsonhosting]

Well the 1st of the year is almost over. We generated only 6 new clients today which is far below our normal. The reason for the slowdown is mostly attributed to the Live Help program not being online. This tool is VERY valuable to our closing a hosting deal with clients.

I have posted here in the forum about the issue, and I also sent an URGENT ticket to the helpdesk earlier today but have not recevied any responses. Also, the helpdesk did not send out a confirmation email to me to let me know that a message was posted to the helpdesk. So I have no way to log in and check the satus of the ticket (or get results).

The 1st of the month is usually a busy day with people inquiring about charges on their credit cards, invoices being generated and also new signups. The first of the year is even busier as we usually have a flood of people wanting to sign up a new account for the year or some idea they had been brainstorming and wanted to get it off the ground in the new year.

We've handled all our tickets via Email today which is rare as we have the staff logged in to take care of customers via Live Help to provide real time answers.

An acknowledgement of the problem is appreciated, but more importantly a time frame for when the problem will be resolved. This is a serious BUG in the program if our system has to rely on your hosting company to be online. Can this be removed?

Conor Treacy
http://www.handsonwebhosting.com

[handsonhosting]

I decided to go play in code.

I opened the login.php file and found it was calling "$tstring" on line 54. I then opened adminglobal.php and changed line #107 from $tstring = "www.turnkeywebtools.com"; to say $tstring = "www.handsonwebhosting.com";

Any reason that this code is in there this way?

The live help program is back online (I just wish I wasn't waiting all day for answers when I should have just edited the code). :(

Conor Treacy
http://www.handsonwebhosting.com

[TurnkeyAdmin]

Which version are you using? 1.7 has fixed the issue but if you are using 1.6 open the login.php and find the word "fsockopen" and change it to "@fsockopen".

[simonmc]

My login.php does not contain fsockopen word at all. I use 1.6

Please tell me how to fix this asap.

Thank you.

[handsonhosting]

I had assumed I was on 1.7, but it appears I'm on 1.6. I didn't see any section in the directory that listed the version number. the only thing that I have to go on is in the /docs folder there is a file called upgrade.txt which says "welcome to 1.6" so that's my guess.

Where else is it listed in your program for what version it is running?

As for SIMONMC - have a look on line 54 of the login.php file in your /admin folder. It should say the following:
$fp = fsockopen ($tstring, 80, $errno, $errstr, 5);

They want you to change fsockopen at that point.

Admin;
Is there any difference in changing this to @fsockopen than doing what I did by changing the $tstring? What does the $tstring have to do with the program working anyway - is there a problem if I don't change it out?

[simonmc]

Thanks

[TurnkeyAdmin]

Correct that is the file that needs editing.

[handsonhosting]

I'm amazed at the lack of answers provided to the questions asked. I'll copy and past the questions here in this message so you can address them. I'd really like to know the answers:

1) (the fsock error that occured) Is this also releated to your hosting site being offline? [see message 1]

2) Any reason that this code is in there this way? (fsock to turnkeywebtools.com [see message 3]

3) Where else is it listed in your program for what version it is running? [see message 6]

4) Is there any difference in changing this to @fsockopen than doing what I did by changing the $tstring? [see message 6]

5) What does the $tstring have to do with the program working anyway - is there a problem if I don't change it out? [see message 6]

Thank you.

[TurnkeyAdmin]

1) No. By default the fsock errors should be suppresed. Some servers output the errros while most drop the attempt and carry on.

2) Yes

3) At the bottom of the client area and in both global files in the admin and the client side.

4) Yes, see #1.

5) You can do either method, putting the @ in front will cause the program to continue as it should.

[handsonhosting]

Vague, but you did answer them. Thank you.

I'm off to find out what I can find out about fsock and what not. As you said, you've updated all of this in the future versions of Live Help (1.7 +), so maybe it's time for me to upgrade. I know at the time there was something holding me back, but I can't remember what it was.

the answer to #2 "YES" - I guess I should have written "can you explain why it was going to TurnKey rather than just checking locally", but that was actually asking for INFO rather than asking to get an answer. maybe I should have posted the message in multiple choice format to make it even easier and maybe LEARN something.

I'll post back here to the other users who might be interested WHY the fsock command was pointing to turnkey rather than locally - and why the fsock is even used to begin with.