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Lost access to edit Sitejet sites in cpanel (both test and live sites)

Comments

7 comments

  • Alex

    this issue is pretty urgent. I am not able to log it in cPanel Customer Portal as I don't have access to Support ID (it is within my virtual hosting provider)

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  • cPRex Jurassic Moderator

    Hey there!  For urgent issues, it's best to speak with your hosting provider.  There is no guaranteed reply time here on the Forums, and I just happened to see this after working hours.

    The best thing to do in this situation would be to restore a backup of the site from an earlier point, as that would also restore Sitejet settings and content.  Do you have a backup you could restore?

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  • Alex

    Hi there, my support provider (obble.com.au) has already contacted your support and waiting for response.
    The problem is that if this happened now (and we restore the server backup) it will likely to happen in the future. I want to know whether it is something that can be fixed in no time, or a complex unknown issue. In this case we won't be building our site using sitejet and will choose another CMS.

    I am more concerned about the cause of the issue and the content that did not get published (but it is stored in Sitejet instance and available on preview site). I really hope it will be resolved quickly today and we won't need to rebuild the site from scratch.
    I saw there is a function of copying the site from one sitejet instance to another. Maybe this would be a solution for your support to migrate content to a stable sitejet instance?

    I suspect the issue could come after I tried to submit a form (using form sitejet's form component)..

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  • cPRex Jurassic Moderator

    I definitely agree there needs to be some type of root cause investigation, but I just don't have any similar details to provide on my end.  If you find out more from the host please share that information here!

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  • Alex

    Hi cPRex, the issue got resolved after updating 

    cpanel-sitejet-plugin-1.0.1-43.44.1.cpanel.noarch

    plug-in to the latest version that wasn't included in the latest cpanel update. 

    That was more of an interface issue in SiteJet builder (buttons to Edit Site were inactive), but it you go via Domain section - the Edit with SiteJet buttons there worked.

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  • Alex

    Hi cPRex, I won't start a new topic. I just wanted to express that cPanel Sitejet support does not exist.

    Yourself and SiteJet support team directing users to your cPanel support colleagues who unfortunately have no knowledge of SiteJet functionality - this is what we experienced on the 1st and 2nd support levels.. To get to the 2nd level you need multiple interactions to bypass that AI-like conversations with a "bot" who have no idea what SiteJet is. It is very hard, almost impossible to connect with a real expert in order to get often a simple problem solved. This complicates with a need to communicate via our hosting provider who have cPanel support account and communicate on our behalf.

    I can say, that cPanel SiteJet support does not exist at the moment.

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  • cPRex Jurassic Moderator

    I'm sorry to hear about that experience.  Since the support happened through a Partner and not our team directly, I don't have much in the way of specifics I can provide.  If you'd like to share more details with our team, please email cs@cpanel.net with as much information as you can about the interaction with the Partner's support and we can review that.

    If your license is purchased directly from cPanel you'd be able to contact us.

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