Web Hosting Talk : Web Hosting Main Forums : Dedicated Server : 1and1 Root Server III - and Plesk...

[BocaJuniors]

Ordered a 1and1 Root Server III on Friday afternoon. It was ready and online within 6 hours. Very impressive!

Unfortunately, I was not as impressed when I called tech support tonight to let them know about a problem.

My Plesk license was giving me the following error:

You are currently operating with a limited product license that requires registration prior to activating the full feature set. To update your product license select the Retrieve Keys option from within License Manager.

And when I tried to update it said:

Licensing Server Unreachable: Unable to connect with licensing server.

So I called tech support, and was talking to a rep within 3 minutes. Again, very impressive (nice short wait time).

Yet, after I related the problem, the rep says "The best solution is to re-image the server to its initial state." In other words, reformat and reinstall everything, which they do for free.

I gave him a little pushback and asked if there wasn't a less destructive solution, since I had already done a significant amount of work on the server, transferring files, etc. He put me on hold for a couple minutes, and told me "No, the best solution is to re-image the server."

I couldn't believe that this was standard operating procedure for a web hosting company "Something went wrong with your Plesk key? We're going to need to reformat your server!"

So, I called back in to tech support a half hour later. And explained the problem, as well as the "reformat the server" suggestion of the previous rep. To my utter amazement, this second rep told that the first rep was right, "Yes, there appears to be a problem with your Plesk key for some reason, so we are going to need to re-image the server."

Unbelievable. I've told them to not touch the server for now, while I look for an alternative solution.

Anyways, if anyobdy has experience with Plesk problems at 1and1, drop me a line. Thanks.

[jubinrr]

wierd... thats a little too much for just a key issue, but then again plesk is a lot different than cpanel and plesk may not function properly without the key.

[BocaJuniors]

I have now got it working.

After some probing, I realized that APF was blocking a port that Plesk needed. After I edited /etc/apf/conf.apf then Plesk was able to update its license successfully.

This episode has made me wary of 1and1 support...

[Servstra-Sales]

I would contact Plesk directly and see if they can help you in any way or at least point you in the right direction.

[BocaJuniors]

Yeah, it was actually the Plesk web site that had a suggestion that made me suspect a firewall issue.

[TwistedJesse]

1and1 does have great support, but some things they go a little too far for, this is a perfect example.

[BocaJuniors]

All I know is that my one contact with support was a clear message: "Do not host anything commercial with us!" I can't imagine what happens when something more serious than a Plesk key goes wrong...

[Virco]

"Do not host anything commercial with us!"

It's more like "Do not host anything commercial with us if you don't know what you're doing!". 1and1 will not log in to your server and fix the mess you're done. Their policy is that you're skilled enough to manage root server by yourself without having somebody looking for your mistakes or to have a managed server and no option to break something as you don't have root password. Which is quite right IMHO.

With their recovery console and reboot option in control panel you NEVER need to call their support. I don't know if their default server configuration and Plesk is good, because the first thing after getting my server IP/root password for me is to boot in recovery console, repartition the disk and install Gentoo Linux on the server.

So I'm very happy with 1&1 III Root servers.

[x007]

Funny...

Ask this to Ev1, they will log on your server then fix the problem for you whitout problem...

Whitout tell you need a re-image.. lol
This is pathethic that a DC tech will not be able to fix or Help
for a so simple thing...

[BocaJuniors]

Virco:

1and1 will not log in to your server and fix the mess you're done. Their policy is that you're skilled enough to manage root server by yourself without having somebody looking for your mistakes...

Agreed. But I expect them to at least deliver Plesk in working condition.

The first time I logged into Plesk the key was broken. Not a problem I caused.

I agree with you that the server is great: high port speeds, no downtime (so far), and awesome price. But if you search on this forum you'll see that I'm not the only disappointed with their tech support.

[BocaJuniors]

UPDATE

My 1and1 Root Server III went down for no apparent reason on Friday morning. After a couple calls to support a knowledgable tech was able to establish a serial connection and see that the network card was not loading for some reason. He used kudzu and added the card and all worked fine again.

Fast forward to Sunday...the server goes down again. Since there is nothing business critical on the server I didn't call tech support until around 1am.

What does support suggest that I do: REIMAGE THE SERVER OF COURSE!

In talking to the techs on the phone they told me that they are in the Philippines, not the U.S. I guess 1and1 distributes a much thinner tech support manual to their office in Manilla (just 1 sentence actually: "We'll need to reimage your server, sir.").

Oh well, the lesson is: talk to 1and1 tech support in the U.S. during normal business hours.

[Coolraul]

Originally posted by Virco
"Do not host anything commercial with us!"

It's more like "Do not host anything commercial with us if you don't know what you're doing!". 1and1 will not log in to your server and fix the mess you're done. Their policy is that you're skilled enough to manage root server by yourself without having somebody looking for your mistakes or to have a managed server and no option to break something as you don't have root password. Which is quite right IMHO.

With their recovery console and reboot option in control panel you NEVER need to call their support. I don't know if their default server configuration and Plesk is good, because the first thing after getting my server IP/root password for me is to boot in recovery console, repartition the disk and install Gentoo Linux on the server.

So I'm very happy with 1&1 III Root servers.

WOW a person who likes 1and1 support. Cool. I can only say that I have had 2 people who used 1and1 support and asked me to contact them for basic suppot questions and it left me wondering if my dog was moonlighting as a 1and1 rep since neither the support person or my dog had a clue about anything having to do with computer systems. They were friendly enough but you could just sense fear when I said "he seems to be having a problem with....." it was panic city!

[cjhhiv]

This is hilarious! I've never heard of tech support who suggest erasing everything so often. Thanks for the tip. I thought they were pretty good, but it does seem like they have outsourced their tech support over seas to people not really familiar with the business of dedicated servers. I'm sticking to smaller US based companies.

Chuck

[Bodeba]

i have been advising people since i joined this forum that 1and1 are an ok company for hosting homepages, and small business websites.

they are inflexible, and you are lucky to ever speak to the same support rep twice. Also they do not have "runbooks" or even save notes to your account...

i would assume one factor of success in the hosting industry is to employ a system where previous actions are recorded on each clients "profile", otherwise you might aswell be talk to one rep every time, who has the memory span of 30 mins max.

apoligies if that post made little or no sence i am physically and mentally drained right now.

[Cavalier]

Originally posted by BocaJuniors
Virco:

Agreed. But I expect them to at least deliver Plesk in working condition.

The first time I logged into Plesk the key was broken. Not a problem I caused.

I agree with you that the server is great: high port speeds, no downtime (so far), and awesome price. But if you search on this forum you'll see that I'm not the only disappointed with their tech support.

Since you installed the firewall, it would appear it is a problem that you caused before you logged into Plesk. 1and1 didn't "break" the Plesk key by installing APF... that was you. Unless they automatically install APF on their root servers but I don't think they do, do they? I don't know because I don't have a 1and1 server.