It's me or their Client ID thing it's a nightmare?
Each time I have to open a support ticket, I have to remember my IP's (Witch are many) and my Client ID.
A week ago I opened an “OS Reload ticket” with my server correct IP but with other Client ID number, and If I am not awake at 5.00am, and I have a good monitoring system witch sent me an alert of my server down, they would perform an OS Reload on one of my most important servers, because They were to do OS Reload using my Client ID without seeing that I specified in the ticket subject and body, the IP where I wanted the OS Reload.
I think that the Client ID should be something internal of them, which we shouldn’t care about; I have enough with trying to remember my server IP, in order to need it to remember a Client ID and match it with my IP….
To remember my IP I only need to ping my domain, but for the client ID if I am not at my home computer of office computer it’s a pain.
If this is only me, let me know, how you normally handle this, give me some ideas, If you think I have reason, place your comments, and maybe our friends at LT will change this.
Think about this situation:
1- I've a server with LT with [email protected] email address and ltsv-100 client id and IP 192.168.10.1
2- someone else, buy a server from LT with [email protected] email address and ltsv-200 client id and IP 192.168.10.2
3- I send an OS reinstall email to LT via [email protected] and put ltsv-200 as my client id mistakely! but put the ip correct (192.168.10.1)
what will happen by this situation?
if they treat this situation as they treated tuwebfacil, the ltsv-200 would lose his data just by a mistake of mine!!!!!!!!!!
it's really terrible.
I thought LT at first check that if the client ID and server IP and email address match, then they'll do the request. but it seems they just pay attention to client ID and it would be dangerous!
yeap, LT mentioned they were working on a system but no sign of it yet
With all these sales they are having they are probably getting lots of new clients who are confused by the system. I hope they get it more straightforward soon or they will have more of these WHT LT sucks threads which just waste everyone's time and LT supports.
Originally posted by TFArchive The poster stated it was 5AM when he was trying to do this so maybe if it wasn't so early he would have doublechecked his info. Either way, it does seem like a pain but for security it is necessary.
I opened the ticket early, at 5.00am the shutdown the server for OS reload, and I got a server down alert from my monitor, and I opened the ticket, and they told me that they were about to do os reload on that server.
Since I am new with them, I don't have 2 months, that was the first time that happened, and I learned that I have to double check.
But I think they had to do that also.
If I place client id of server A with ip of server B, they should ask me: "Witch server you want to reload?"
And all that happened because of the client ID.
For security, I had to login to the helpdesk, that is allready secured, and I can say my user / password for root.
But Client ID it's something that I never saw before.
I want to say that I am very happy with LT, and they support response it's not bad, and the networks it's goog enough, but I think the idea of this, is place our feedback in order to feel more confortable with the services.
I'm really confused. Isn't a client ID supposed to be just that, a form of identification? For example, our system assigns an ID number to people and then each time they login they must provide that ID. But no matter how many times they order a server, that client ID stays the same. You mean that LT assigns you a new client ID for EACH server? That's just plain silly. No wonder people are confused by it!
Ok seriously you guys are not thinking of this correctly.
A system ID is a good idea and is less prone to errors than you think. This positively identifies the server to LT as the one that needs to be updated. Lots of companies have more than 10 system ids and just are careful AS careful with the sysid as the ip address.
IP address can and do get moved from one system to another due to expansion, customer requests (surely you have got those low ip requests) etc etc etc. Let's not even go into if you have a load balancer, local hosts file that is corrupt etc. A reformat is not one to be taken lightly so if you have to go take a minute and figure out that yes you definetly want this box reformated then I think its good for a sober second thought.
For instance someone who will remain nameless (me) one day pinged a domain said ok need to do this on this server because I was 100% sure that the domain was on that server and went in to start working. The problem? I totally forgot that one of the guys had moved the domain due to customer request and that it had gotten too large. Hence I would have done the work on the wrong server. Fortunately I ran our server identification script to confirm something and got 4 cpu's instead of 2.
The moral of the story is twofold.
1) let my techs do their job and just because I can don't assume I know it all
2) ip is not a good way to check and a sober second check is good.
I have the exact same problem as the OP. I opened a ticket for a hardware test on a box. Game one client ID (which was incorrect) and the IP (which was correct) and they tested the server based on the Client ID.
They found a problem, offered a free rebuild, i accepted... only to have the wrong server go offline! Of course, this is where i found that i had given them the wrong ID. Thankfully, they removed the hard drive before the rebuild and were able to stop it and get my server back up.
In the end, i gave them the correct info, they found issues with the other server as well. So both were repaired (bad RAM in both cases).
In situations like this I have found that using a Macro program works best.
A good one that is Potent Products approved and for any version of Windows is ShortKeys [ http://www.shortkeys.com/ ]. Has a Lite version (Free with a limited number of Macro keys) and the Pro version ($19.95 USD with unlimited number of Macro keys).
Being able to setup Macro keys means using 2 keystrokes to automatically type in whatever you want. ShortKeys can do up to 3,000 words per shortkey, so there is a lot of flexability. Since using this program I've made a lot less mistakes, especially for some of the more "funky or esoteric" comands, used when working in Shell.
Would be a great way to automatically type in things like a Client ID and specific IP.
Just a thought.
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