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Sitejet support

Alex

When will a qualified customer support for sitejet product be available?

my sitejet instance has many issues unresolved for a week now and no one can help, as the cpanel support people are not knowledgeable/trained around what sitejet is and how it works. They provide useless suggestions and recommendations, usually do not understand the nature of the problem at all. can't distinguish between XML and HTML and don't understand sitejet functionality etc.  Absolute useless support to be honest.

Comments

24 comments

Date Votes
  • cPRex Jurassic Moderator

    Hey there!  I'm sorry to hear about issues with the support.  Have you submitted a ticket to our team?  If so, we can always escalate the ticket to Sitejet if we aren't able to resolve the problem.

    If you already have a ticket open with us, can you post that number here so I can check it out?

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  • Alex

    95259120,
    95259200,
    95259393

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  • cPRex Jurassic Moderator

    Thanks for that.  In ticket 95259393 we weren't able to reproduce the issue.

    The other two tickets are still being actively worked on by our L2 and L3 teams.  I did leave a note on each of those tickets about this Forums post as well, but you'll be hearing from us soon with more details.

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  • Alex

    Ticket 95259393 is about invalid file paths. To reproduce this your developers just need to look at the publishing log files. The last response to that ticket is from a person who doesn't understand sitejet functionality. An expert would have recognised where these invalid paths are coming from (they are in some XML files that are used in publishing) suggesting me to check the paths in html code. 🤦🏻 I never heard about those XML files existence and never created those paths.

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  • Alex

    cPRex, agents who work on 95259393 ticket do not understand Sitejet basics. You don't need to do anything to reproduce the issues. Observing the publishing log file should be sufficient, it has all the information needed - https://backup.thai-remedial.com.au/publish_2024-05-15T12:41:35.log (this is most recent, one of many log files that have the same repeating issues)

    You can't suggest user to manually edit xml file that belongs to the template (is created and managed by sitejet process)

    https://2f5b83-9f7be.preview.sitehub.io/spa-template-news/230888031.xml

    - this one is part of the sitejet template, was created by the sitejet process and stored on sitejet's sitehub.io server. Manual edit of that xml file on web server won't make any difference as the original (source) file stored in will remain the same and will always overwrite the server file on publishing.

    Do you have a qualified Sitejet expert in the team who can look into the issue?

    I can see you are promoting Sitejet on cpanel, on this forum (banner at the top) - system that obviously has lots of bugs and needs a qualified user support.

    It can't be that a non-user (with minimal sitejet experience) helping a user. That is not helpful at all, unfortunately :(

    The sitejet is a great CMS (very similar to Webflow). Having it integrated into cpanel as a free add-on is a very cool feature for web developers. Its popularity along with cpanel can grow a lot, but needs a qualified user support. Right now, it creates a negative impression especially for a first-time user, with lack of qualified support.

    1
  • cPRex Jurassic Moderator

    95259393 has been closed for a bit now, but 95259202 is the ticket currently being handled by Brian.  Brian is an excellent technician but it seems you haven't provided the information he's looking for in the ticket as we still aren't able to reproduce your exact issue.

    If there is an issue within the ticket please ask for a supervisor as I'm not able to do anything with that ticket through the Forums, but from what I'm seeing the ticket is going well.

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  • Alex

    95259202 is the one where conversation on the issue(s) is going on. 95259393 was incorrectly closed as unresolved.
    This needs a real sitejet expert attention and cold be resolved in no time (or raised with developers if this is a system bug).

    1
  • Unnamed User

    Yep, looks like if SiteJet is going to be a success it needs some development and also rock solid support who are going to be absolutely relentless in fixing every issue.  Without that, it won't end well.

    I had a play with it today to see what it's like.  Honestly it needs to be way easier than it is if we are going to sell it to some small business owner who just wants to choose a template, fill out some fields and type some text and have a website.  I was hoping it would be more appropriate than Wordpress for this, but honestly at the moment I think I can give some instructions to someone to setup Wordpress and it will be easier than Sitejet right now. 

    I REALLY hope they improve it because it could be a transformation for cPanel and web hosts like us.  If we as the web host are going to be in the middle of a fight with a customer issue, and it's not even going to be all the code on our system, that's completely unacceptable for us.

    If within an hour or so of playing and just doing a completely basic site with no features, I was able to encounter an issue that completely prevented me from publishing the site, it's not a good start.  If I was a customer I would have already been calling for support.

    1
  • rangefinder

    I agree with the above posters' comments 1,000%.

    I am a GoDaddy customer with a Virtual Private Server (AlmaLinux 8) host.

    I consistently experience the following (non-starter) error from cPanel when attempting to launch SiteJet Builder from cPanel:

    Oops!
    Something went wrong when initializing your Sitejet account.***
    Error
    The request failed. (Error ID: u5vfmb) Ask your hosting provider to research this error in cPanel & WHM’s main error log.

     

    *NOBODY* is available (or willing) to offer any SiteJet technical support (to ANY degree).

    Frustratingly, I am caught in a loop: GoDaddy instructs me to consult SiteJet… who refers me to cPanel… who insists I must work with GoDaddy.

    A desktop app would be (much) preferred (at least in my case).

     

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  • rangefinder

    GOOD NEWS: I was able to solve my SiteJet Builder launch/run problem simply by upgrading to and specifying PHP version 8.3.

    I hope this fix proves to be permanent - and that the next cPanel integration of SiteJet Builder does not break everything.

    1
  • Suranga Perera

    I cannot find the redirections option in the burger menu on my multiple websites. I have raised several inquiries over the past three days. How long will Sitejet take to provide a solution, or is there a way to contact support directly?

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  • cPRex Jurassic Moderator
    • Edited

    Suranga Perera - can you let me know what issues you're experiencing?  This thread is two years old, so I don't have any details about your specific problem.

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  • Suranga Perera
    • Edited

    Per the Sitejet Builder guidelines, I want to redirect my robots.txt file via the Sitejet Builder Edit page. However, the redirection option in the burger menu on the Sitejet Editor page is not available. See the attached for your reference.

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  • cPRex Jurassic Moderator

    Thanks for the additional details.  I spoke with the team and they confirmed that domain related adjustments need to be performed inside cPanel, so it's expected that you're not seeing that option.

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  • Suranga Perera

    Thank you for your prompt response. I have changed the .htaccess file for redirections on cPanel. Could you please clarify what I should update on cPanel?

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  • Suranga Perera

    I have multiple websites, and both have the same issue.

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  • cPRex Jurassic Moderator

    What specifically are you looking to change with regards to the robots.txt file?

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  • Suranga Perera

    I'm encountering a "Not Found (404)" error in Google Search Console. I followed the guidelines from Sitejet Builder, as well as the instructions found at this link: https://help.sitejet.io/hc/en-us/articles/24275986360855-Redirects#h_01JA4TB886R17G9C47NS4GJN7Y. Unfortunately, I've been unable to contact a Sitejet professional for assistance with the possible system changes or inaccuracies in the article.

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  • cPRex Jurassic Moderator

    Is this something you can use the cPanel >> Redirects page to handle?  If you have a specific page to redirect to avoid that 404 the cPanel interface would be the place to handle that change.

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  • Suranga Perera

    I used cPanel to set up redirects, which revoked my editing rights in the Sitejet Builder. As a result, I’m still relying on Sitejet, but it's not proving helpful for completing my SEO settings. I'm considering switching to WordPress, as the Sitejet Builder lacks the support I need.

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  • cPRex Jurassic Moderator

    Sitejet is a bit more restrictive in those areas, but you can always make a ticket if you'd like someone to take a look.

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  • Suranga Perera

    I have raised multiple tickets and posted on the Sitejet Community page over the last five days. It seems they are significantly behind schedule or may have ceased operations. Thanks for your support. 

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  • cPRex Jurassic Moderator

    Do you have any of those ticket numbers you could share?

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  • Suranga Perera

    Hi CPRex, I received a response from Sitejet Builder, and they informed me that I need to redirect from the cPanel environment. It will be challenging every single edit I have to deny redirection from cPanel.

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