Support community for TTG plugins and products.
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you can just copy and paste his email from his profile page: http://community.theturninggate.net/profile.php?id=101
Rod
Just a user with way too much time on his hands.
www.rodbarbee.com
ttg-tips.com, Backlight 2/3 test site
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Oh yes of course ! Thank you Rod.
I'm so caught up in the problems with Backlight that I haven't even thought about this solution...
I sent a mail to Ben.
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Hi Regine, thanks for the login. Can you also provide me with FTP access via Email so that I can look into it?
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Hi Régine,
Did you do what I advised yesterday evening ? My subdomains have SSL active not yours.
I don't if it is important, but let's try to be on the same line. The TTG server is a https one.
Bernard
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Hi Bernard,
I just did it now. So I have now to wait for the activation.
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Thanks, Regine. I have uploaded a file test_connection.php to your server, and it fails to connect with our server.
Can you please ask your host's technical support to: run the command traceroute get.theturninggate.net and provide the output. This will help diagnose the issue.
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Thank you Ben. I sent a new message to my host and I hope they will answer. Many people seem dissatisfied with the response time, about 15 days ! And sometimes the answer is not convincing.
As soon as I get an answer, I'll send it to you.
If some french people read this message, I'm interesting to know, those who installed Backlight 2, the name of their french host.
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Hi, as I have the same Problem since I bought BL2 yesterday, let me just mention that my german provider (Strato) doesn´t support PHP 5.6 anymore after the 1. january this year. You can use PHP 5.6 but than you must pay für an "extended support" to close all the security release to keep your domain safe (PHP 5.6 is vulnerable!) So the only free option and recommendation is to use PHP 7.2.
Maybe something you could/should consider and check if it influences your installer routines.
Anthony
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Hi Anthony, the PHP version should not play a part in this. It may be the case that certain hosts provide different feature sets from one version of PHP to another, but that doesn't mean that we depend on any version (so long as it's 5.4 or newer).
We are looking into this ongoing issue. So far we have only limited information to go by, until one of the hosts that can not connect is able to run a traceroute test.
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Hi Ben,
I just tried to install Backlight again, and !!! surprise, the installation was successful ! And yet the host didn't answer my message !
I can't explain why all of a sudden it worked... No one did anything...
So I'll be able to work in the next few days.
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Hi Ben, (and Regine)
same to me! After one day of error 500. I started the installation routine again today and who wonders; no problems at all.
I also have no expanation for this behaviour. Same PC, same browser (I only get a new IP overnight?)
Lets wait and see what happens the next few days
Anthony
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Hi Regine, I'm glad that it's working.
We have made no change to our server to fix this. We have not to date been able to isolate where the network connection has been failing (e.g. on your/customer's servers, in the network, or at our server), but it appears that it's now working for users on both OVH and Strato. It could be that both of those hosts share the same infrastructure, and that the issue has been resolved there.
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Hi Ben, still the same error when Backlight is trying to access your site (get and the other one as well). I am trying to get support from OVH, but it's not easy.
They asked the following :
. what kind of access : FTP/SFTP or SSH ?
. is it a data base access ?
Bernard
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Hi Bernard, it's HTTP access via the URL https://get.theturninggate.net
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Hi Ben, Thanks,
new questions from OVH support :
. is it a script trying to connect ?
. if yes, which one ??? (humm I don't know what they really mean)
. is it a GET request ?
BTW, in the case for which I will send them the timestamp, it was a 2 step process, first the message saying no match with order id, and the second : unable to connect to ...
Maybe it's necessary to give an answer for each step ?
Bernard
Last edited by bernard45 (2019-02-19 01:09:27)
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Hi,
My web site is also hosted by OVH and I have the same problem.
When I try to access the "Backlight Modules", after a few minutes, I get a first message asking for an order ID and an email address.
After submitting the form with the correct information, a lot more minutes later, I get a message "The installer was unable to connect..."
I hope you will find a solution to this problem.
Thank you.
Richard
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Hi,
And I have the same problem again...
I feel like it's an endless story.
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Hi Ben,
I did a test this morning and gave the time stamp to OVH support.
Looking at the log, their answer is 'we see the connections and from our side all web requests went thru' .
I don't know if that log is sufficient for you, will send it to you by pm .
If you need some kind of trace, please tell me what kind, and I will ask OVH.
OK, I found your request for a traceroute, will ask them to do it.........
Thanks,
Bernard
Last edited by bernard45 (2019-02-22 02:12:42)
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Hi Bernard and Régine, can you please try to access the Backlight Modules page again and let me know if it's working?
I have set up https://get.theturninggate.net on a new server at a different host.
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It works (for me).
Thank you
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It works (for me).
Thank you
Great! Thanks for confirming.
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