Auran mail server down

[ostkamp]

Hello,

I did not receive any email when I purchased TS 2010 a few days ago (however was able to get download links from order archive). Now I tried to change my email address to another one in Planet Auran to check whether this is caused by my provider.

Auran webpage suddenly said a new password had been generated and sent to my new email account (I had never asked for a new password!). And I never received that email, so that my account is unusable now!

I now tried the "forgotten password" action and it came up with

Auran_Mail: Connect(MailServer, PortNumber)
Connection to mail server failed: Connection refused in /www/include/planetauran_inc/Auran_Mail.php on line 711

Please Auran, fix your mail server so that I get my new password!

Regards

Guido

 

[JCitron]

Hello,

I did not receive any email when I purchased TS 2010 a few days ago (however was able to get download links from order archive). Now I tried to change my email address to another one in Planet Auran to check whether this is caused by my provider.

Auran webpage suddenly said a new password had been generated and sent to my new email account (I had never asked for a new password!). And I never received that email, so that my account is unusable now!

I now tried the "forgotten password" action and it came up with

Auran_Mail: Connect(MailServer, PortNumber)
Connection to mail server failed: Connection refused in /www/include/planetauran_inc/Auran_Mail.php on line 711

Please Auran, fix your mail server so that I get my new password!

Regards

Guido

Hi Guido,

I have notified the Helpdesk regarding this message. I received one last week while searching the DLS.

John

 

[ostkamp]

Hi John,

I have notified the Helpdesk regarding this message. I received one last week while searching the DLS.

I wrote to Auran's email auransupport (at) auran (dot) com and got something back indicating that a ticket had been generated (Ticket ID: SHU-305141).

Unfortunately when I try to view status of the ticket using the provided link, the systems states I do not have enough permissions to view the page and I should login - which of course is impossible since I did not get my new password.

Is there anyone else who is able to view the status of this ticket?

I just tried to have the system resend a newly generated password again, but the error shown is still the same.

Thanks for any help.

Regards

Guido

 

[digiext]

I have been having the same problem as have others. There are a couple posts including mine in this thread
http://forums.auran.com/trainz/showthread.php?t=50229&page=2

Seems like this is a widespread issue. Hopefully Auran will be able to look at it soon because I think it is holding up a bunch of people.

 

[EdrickV]

If you can login to the forums then you ought to be able to login to the helpdesk with the same account, the password should be the same. I don't think the "remember me" box on the support site works right though.

 

[Sourdough]

If you can login to the forums then you ought to be able to login to the helpdesk with the same account, the password should be the same. I don't think the "remember me" box on the support site works right though.

Not same site, though....the forum login site is different from the website....when he changed his email at Planet Auran, it generated a new password. You're suppose to get the new password to get back into your Profile and then create your own password....when you do this, it also changes your forum login password to the same one you choose. However, until he retrieves the Auran generated password to get back into his profile, his forum password remains the same as the old one, so he can log in here, but not at the Auran site....simple, huh!...

 

[Sourdough]

Hello,

.....
Auran webpage suddenly said a new password had been generated and sent to my new email account (I had never asked for a new password!). And I never received that email, so that my account is unusable now!


Please Auran, fix your mail server so that I get my new password!

Regards

Guido

If you would have read the Please Read note when you opted to change your email, you would have seen the notice that changing your email would generate a new password. Your new email service may have placed the email with the new password in your blocked or junk folder. Look there for it. I just now changed my email at Planet Auran and I received the email right away with the new password, so their mail server is working....the problem is at your end...

 

[digiext]

If you would have read the Please Read note when you opted to change your email, you would have seen the notice that changing your email would generate a new password. Your new email service may have placed the email with the new password in your blocked or junk folder. Look there for it. I just now changed my email at Planet Auran and I received the email right away with the new password, so their mail server is working....the problem is at your end...

I had the same problem as the OP and I did read the note about it generating a new password. I put in a working email account and I checked the junk folder with nothing in it. It may have been bad timing on the rest of our parts based on the fact that you were able to change your email successfully. Even with that being the case, we still need a way to resolve the problem of not having a password to log in to our Planet Auran accounts. The Forgot Password link on the Planet Auran side is not working and the Forgot Password link here in the forum will change the forum and helpdesk passwords but not the Planet Auran one. As noted above, we have submitted tickets to the helpdesk and have not received any kind of reply. I would just like a simple password reset. It should not take that long to accomplish. Either that or give me a way to change my password myself that actually works. Sorry for the long rant, but I work in IT for a living and fixing this problem really shouldn't take that long.

 

[Sourdough]

I had the same problem as the OP and I did read the .... The Forgot Password link on the Planet Auran side is not working and the Forgot Password link here in the forum will change the forum and helpdesk passwords but not the Planet Auran one. Sorry for the long rant, but I work in IT for a living and fixing this problem really shouldn't take that long.

Well, first of all, my post was directed at the OP and not you, so I don't know why you quoted me.....the OP said he didn't ask for a new password so that is why I said he should have read the notice....the OP also said that Auran's mail server was not working so I said that it was because I got the email....now you say that the Forgot Password link on the Auran side is not working and I just now tried it and it worked...I got the email with my password.....and the Forgot Password does not change your password, it just reminds you of what it is.....and finally, I did not say anything that would indicate that the need for a password was not an issue here....

 

[S301]

Hi all
If you are able to log into your account on the forums, then you will be able to log into the Helpdesk/support site, since the support site uses the forum database for your login details/email address.

However, when your ticket is replied to (please keep in mind that we do have a large number of tickets, and as such it may take a little while before we reply), you should receive an email.

However, if you have sent the email from a different email account to the one that is in your forum account (go to the 'usercp' link at the top of the forum page to open your forum account settings), then you will not be able to view the ticket when you login.

Thank you for your patience.
Zec

 

[ostkamp]

Hello Zec,

If you are able to log into your account on the forums, then you will be able to log into the Helpdesk/support site, since the support site uses the forum database for your login details/email address.

as per your recommendation, I just tried to access the status of the ticket using the direct link provided in the email and the forum password. It started loading a new page, then I got this:

Fatal error: ERROR: You do not have access to this Ticket. in /var/www/support/modules/tickets/client_tickets.php on line 157

As you stated this might be because the Forum email is still setup to the original email address. I cannot change it, because I fear I will be unable to login to the forum afterwards when this change gets lost the same way as Planet Auran change.

Interestingly that link contained a "ticketid" which had nothing in common with the Ticket ID listed in plain text earlier in the email.

For your reference, here is the full email:

...
Your Ticket has been received and a member of our staff will review it and reply accordingly. Listed below are details of this Ticket.

Ticket ID: SHU-305141
Subject: Auran Mailserver broken
Department: Email Queue
Priority: Low
Status: Open

You can check the status of or reply to this Ticket online at:
http://support.auran.com/index.php?_m=tickets&_a=viewticket&ticketid=4999
Please do let us know if we can assist you any further.

This email was generated by our system. Please do not reply to this email

To reply to the ticket please log in at the URL above,

What do you recommend that I should do now?

Login to the support system with forum id and open up another ticket that I can see and administer?

Or wait (how long?) until someone finally fixes Aurans webserver & mailserver and / or sends a new password?

Attempts to do so myself still failed earlier today and I know that my email address is perfectly ok and working (no spam folder issues etc.) as I also received the above stated notification through that address. Even if I would receive more information regarding the original ticket via another email I cannot reply to it as I cannot access the ticket through the forum account and email replies are not possible.

Regards

Guido

 

[ostkamp]

Hello,

If you would have read the Please Read note when you opted to change your email, you would have seen the notice that changing your email would generate a new password. Your new email service may have placed the email with the new password in your blocked or junk folder. Look there for it. I just now changed my email at Planet Auran and I received the email right away with the new password, so their mail server is working....the problem is at your end...

the problem is definitely not at my end. I am a professional software developer myself, so I know that the error messages shown in red in my original posting are from a PHP script code execution on Auran's Webserver which failed to contact (most likely (*)) Auran's email server (which job it had been to send out the email with the new password to my account).

The connection refused means that the operating system on the server hardware was running, but the mailserver application was not accepting TCP/IP connection attempts (possibly because it did not run at that time or was not listening on the port or some firewall is incorrectly configured and the connection attempts are blocked earlier). Anyway, this is communication between two Auran servers or inside of one Auran server between two processes.

(*) Should the PHP script try to contact my or any others large providers email server directly bypassing the official Auran email server, this will most likely not work because nearly all internet providers have setup protection mechanisms and won't accept connection attempts from unknown servers in order to fight against SPAM.

This problem can only be solved by Auran.

[... and of course I have checked all my Spam folders etc. long time before I started writing bugreports here ...]

Best regards

Guido

 

[ostkamp]

Hello,

Not same site, though....the forum login site is different from the website....when he changed his email at Planet Auran, it generated a new password. You're suppose to get the new password to get back into your Profile and then create your own password....when you do this, it also changes your forum login password to the same one you choose.

I have been able to reset the forum password myself (that email was correctly send by the forum software and went to my old email account). This is why I can still login here. However that forum password is not identical to Planet Auran password, thus I am still stuck. And of course I did not try to change email accounts for fun but because I did not receive any purchasing info through email (just got to know about download details in Planet Auran Webinterface).

Regards

Guido

 

[Edvin1aa]

I am flabbergasted:'( :'( :'( :'(

Can it really happen???????????

The email system is still down on your site.....maybe I shall help you investigate, and tell how to proceed?

1) Make yourself a dummy account

2)When you are coming to the confirmation page, where you shall receive an email, in order to confirm your email address, you will notice that EVEN if it state that an email is sent...it also state that you have an error in line 711 that prevent the program to talk to your email server.

3) The same happen if you use "recover password"

4) The same happens when you buy something!

5) If you have several servers...do the same investigation for each server.

6) when you have fixed the problem....put up a control routine, that post to your email server each day, then you will know it function.

7) Your ticket pile will only grow faster, then you can work with it...the most important thing now is to fix the email program...or to close down the main page....you are in a dead circle!

Regards
Edvin :'(

 

[Edvin1aa]

Congratulate :wave: I can see the "recover password" now is functional, I then assume email again works...and maybe my ticket from jan6 soon will be dealt with too

 

[Winglessbird]

If you would have read the Please Read note when you opted to change your email, you would have seen the notice that changing your email would generate a new password. Your new email service may have placed the email with the new password in your blocked or junk folder. Look there for it. I just now changed my email at Planet Auran and I received the email right away with the new password, so their mail server is working....the problem is at your end...

Not So,....The problem is Aurans end as I have stated elsewhere,that I have been locked out since before Xmas.Im here now purely because I registered 2010 under my current username.You were obviously lucky as there are a lot of others who can't get in.So the problem is their end, OK?

 

[ostkamp]

Congratulate :wave: I can see the "recover password" now is functional, I then assume email again works...and maybe my ticket from jan6 soon will be dealt with too

Negative. The recover password still does not work, I just tried twice. It's still giving the same "connection refused" message.

Regards

Guido

 

[Edvin1aa]

Yep...you are right.
Tried it out now and got the error....

Well.well..the way this Company is run, one should believe it was something done in ones spare time...and there was no spare time to use on it.

 

[ostkamp]

Yep...you are right.
Tried it out now and got the error....

I just tried again before going to sleep (we have a few minutes past midnight here, ~23h UTC) and this time it worked. Got no error message on website and my mailbox received the mail with the new password. I changed my password to normal one again.

But I won't bet that it stays so tomorrow. At least I know now that I've to avoid changing email address because this leads to forced password regeneration. And I'm glad that I - despite not getting an email with details after purchasing TS 2010 - was able to detect the necessary info for download and serial number in the order section of Planet Auran myself.

Regards

Guido