jje

Your welcome

Dear users, As some of you are probably aware, we recently conducted a survey open to the general public which would allow us to get an idea of how we can prove our service at HelioHost. We are pleased to announce that we have had over 35 people (and counting!) fill in the survey and we have had many opinions and suggestions to improve the service. In this news topic, I am going to post the responses to the survey and what the administrators think we can do or cannot do. If you have mentioned something that isn't listed below, then it is under discussion and we will post it later, probably in this news topic. Please continue to take part in the survey, and I will update this news topic as soon as I can. This news topic was last updated on 27th April 2011 1. How satisfied are our users with our service? Below are the results out of 5.00. The average of all the questions was collected and has been posted below. Our weakest points are highlighted in question 5 below. Uptime: 3.19 Control Panel: 4.30 Speed of signup: 3.62 Ease of use: 4.38 Overall rating: 4.14 2. How satisfied are our users with our support? Below are the results out of 5.00. The average of all the questions was collected and has been posted below. Our weakest points are highlighted in question 6 below. Speed of reply: 4.38 Efficiency: 4.30 Knowledge: 4.24 Kindness: 4.42 Support FAQ/CAQ: 3.97 Number of admins: 4.19 3. What languages do our users work with? HTML: 89.2% PHP: 81.1% MySQL: 64.9% PostgreSQL: 5.4% Java/JSP: 13.5% ASP.NET: 10.8% Ruby on Rails: 5.4% Python: 10.8% Perl: 16.2% CGI: 8.1% 4. Do you use Softaculous for any software? If so, what type of software do you use (Most popular) 1st. Blog 2nd. CMS 3rd. Forum 4th. Guest book 5th. Wiki 5th. Calendar 5th. Project Management 5th. Customer Support 5th. Educational 5th. Video 5th. JS library 5. How can we improve our service? Could you offer SSH access to your users? We could try offering SSH access to people on Johnny, as it is advertised as the most unstable server compared to Stevie. However, first, we will need to carry out a few security audits to ensure maximum security to the server. We once carried out some security audits as discovered here but never finished them. We may try this in the future. Could signups be made faster in any way? There isn't really much we can do here. It might be possible to increase the bihourly limit, if this would help in any way. Is it possible to improve uptime on Stevie? Since the launch of Johnny, there has been a massive improvement to Stevie. Previously, Stevie's Server Load was around 80.00 most of the time, he was VERY slow, and there were 22,000 accounts putting pressure on him all the time. Plus, he always crashed constantly. Now, he rarely crashes, his server load is below 10.00 most of the time, he only has 16,000 accounts (which is a massive improvement) plus he is really fast. Could we have more space than 250MB? We are unsure why you would need more than 250MB to host your sites when we are a website hosting company, and we are not a file storage site. Also, just adding 20MB to every account would be catastrophic, and we don't have the room on the server: 20 * 15000 = 300000mb more of space. 300000 / 1000 = 300GB more of space. 300 / 1000 = .3 TB's of space. Could we balancing the server load by forcing less active accounts to move to Johnny? Although this is a nice idea, it would actually make the server load higher than it already is as it would require alot of server resources to move an account. Could the FTP service be made faster? The server load has a large affect on FTP, and there is not much we can do about it. cPanel really limits us here. You may want to consider using alternative protocols for file transfer instead of FTP, as other protocols like Web Disk (WebDav) can be much more reliable. You may also want to consider using Ajaxplorer as an online file manager, not to mention cPanel's own online File Manager. Could you host the web.py webpy.org framework? We can easily install this if somebody requests it in Customer Service. If anybody wishes to use this or something similar, please create a new topic in the Customer Service forum and we'll install it for you. Could we have the ability to get access to raw log files? cPanel gives you access to Apache's error_log, but it only greps through for your username. As a result, extended stack traces are not displayed. We can't really modify cPanel's source code, and giving users access to error_log might invade other users' privacy. 6. How can we improve our support? Could you stop relying on the root administrator (djbob) so much? I think we've actually done a lot to be less reliable than me over the last year or two. Two years ago there wasn't even a moderator control panel, let alone other admins with SSH access. The FAQ/CAQ could be laid out more familiarly and be more inclusive - perhaps a wiki could be useful? We recently introduced our HelioHost Wiki which should solve this issue. Put news on frontpage (eg. from Twitter) We already post updates from the 'News' section of the forums on the HelioHost.org homepage. I presume that this covers this topic, or is there something more we can do? Faster response We are unsure of how we can solve this issue, but we will try our best to respond to questions as quickly as we can. If anyone has any further ideas please let us know. Be more polite We will try our best to be as kind as we can. More administrators Unfortunately there isn't much we can do in this area. Becoming an administrator is volunteer work, and we can't force people to volenteer. Also, people need to prove that they have what it takes to become an administrator, such as helping a variety of people and following the guidelines. StackExchange site We are just waiting for people to commit. When enough people commit to our StackExchange project, then we may take the opportunity to setup a StackExchange site.

There might be a coding issue with your MySQL query. Could you post what query you are trying to run? Try running your query in phpMyAdmin. The query will probably look something like: SELECT * FROM test_table WHERE id=123

Your username for MySQL isn't root. Use your cPanel username for the username, and your cPanel password for the password.

This issue has been identified and escalated: http://www.helionet.org/index/index.php?showtopic=9138

According to our records, you signed up on Johnny. This issue has been identified and escalated. Please look in this thread: http://www.helionet.org/index/index.php?showtopic=9138

Really? I see...

This support request is being escalated to our root admin.

Username? Domain? Server?

Glad your problem got solved! Please spare 2 minutes to leave feedback at http://www.helionet.org/index/index.php?showtopic=8947

Try this link instead: http://cpanel.area51.heliohost.org/

Don't put a www. at the start. http://cpanel.ampmetal.heliohost.org/

Are you copying and pasting the password byron emailed you? Try typing it - some computers add spaces to the end which makes it fail. @byron - Did the password you send him contain any symbols?

Woah - that script is amazing! Thanks for sharing it with us!

Byron's link only applies to people on Stevie. You are on Johnny - try my link.

Are you accessing through a proxy or firewall? Your firewall might be blocking Port 2082. Login at http://cpanel.yoursite.heliohost.org/ replacing yoursite.heliohost.org with your site.

Glad your problem got solved! Please spare 2 minutes to leave feedback at http://www.helionet.org/index/index.php?showtopic=8947

I have reset your password and PM'ed you a new one. Make sure you login through the HelioHost homepage.

Your welcome! Glad I could help! Just wait for djbob now

What URL are you using to login?

This support request is being escalated to our root admin.

Even though I have no experience in OAuth, I presume this is the reason: Let's see if djbob can help...

Thanks djbob! Closing...

Yup - give it 24 hours