GOTK

Thank you both for your replies! I am taking the issue up with our web host so I will raise this with them. ETA: I will report back with the resolution and will update my previous thread as well!

Hi All, A couple of months ago, I posted a thread about problems we were having accessing a Processwire account via a specific ISP (http://processwire.com/talk/topic/2732-problems-accessing-a-processwire-cms-via-a-bt-connection/). To be fair to BT, they have since been incredibly helpful and finally managed to replicate problems we were having (which turned out to be not just with Processwire but also intermittently with other areas of the site) on a couple of different connections. I also asked a bunch of friends to test the site and approximately 25% have problems somewhere or other with things loading up. The problems seem to boil down to some sort of timeout issue when information is requested from the database and not returned quickly enough. So, we are now engaged in discussions with both our web designer and our hosting company to figure out what is going on. In the midst of all this, I was looking around in the hosting panel logs and found the following error, repeated hundreds of times since inception of the website: 2013-04-05 02:32:56: Unknown User:/?/:ProcessWire Error:Exception: (in /data/15/2/98/11/2587663/user/2837510/htdocs/wire/core/Database.php line 72) With the very little knowledge that I have, I traced this line to the query I have reproduced in the attached Word file - Database.php.doc. I do not know if this is correct or not. We also still have an engineer from BT looking into the issue for us and he sent me an email highlighting a different bit of coding, which I have included in the Word document. Do either of these indicate what the timeout period is or have a timeout period that looks abnormally short or is there something obviously wrong in the coding? Or does anyone have any ideas about what might be going wrong here? I am sorry if this is not explained well, but I have absolutely no knowledge of this sort of thing, so constantly seem to be feeling my way around in the dark! If I have not been clear, please let me know and I will try to clarify! Many thanks in advance!

That is interesting (and well timed) Netcarver. Just this morning BT called me to ask if we were able to access the website via an FTP server. I told them I had no clue what that meant (which I don't) but that we had sent FTP details to our web designer when he was building the website, so I assumed that FTP was relevant to us somehow. Perhaps they are learning from previous experience like yours?! We too have had router problems in the past (along with every other sort of BT problem) and currently cannot access our VOIP since they performed a reset on the system last week (whilst investigating this fault). It never ends...

Hi Pete, Thanks, I have suggested that to my boss - he refuses to move (despite the numerous BT-related issues we regularly have to deal with). At the end of last week I wrote up the whole problem and expressed my disappointment (polite phrasing )with the BT Broadband people in a 2.5 page letter to the Chairman's office. It is now being looked into by the proper IT people at BT and, more importantly, one who was willing to see the problem by connecting remotely to my PC whilst also running our site on his own PC and realising that the problem is indeed completely localised to our connection (finally!). I will report back on here for good order when (if?!) they have fixed it, so at least if this happens to someone else, this post will possibly help to point them in the right direction!

Hi DaveP, thank you, the BT guys did mention the hosting company firewall. I have just followed your link and entered the URL as suggested and got an interesting result (I think): When doing this through my BT connection, it says "It's not just you, the site is down". When doing this through the ProXPN connection, it says "It's just you, the site is fine". Surely this points again in the direction of a problem with BT?

Ah hah, thank you Diogo. I was indeed able to make the change that apeisa proposed via the hosting admin panel. Unfortunately, that has made no difference to whether I can access the CMS on the BT connection, I have just tried and failed again ("connection to server was reset" was the message I received on this occasion, after the processwire page started to come up but didn't completely load). I double checked and logged on via the "Pro XPN" and was able to access the CMS immediately as usual.

I see the homepage!

So go to www.oursite.com/processwire/site/config.php? Sorry, as I say, I am not very technically minded! ETA: As I say, if I haven't been clear, let me know and I will try to rephrase.

Hi All, Newbie here with a very frustrating issue that I'm hoping someone can give me some direction on. Our website designers built our website using a ProcessWire CMS so that us non-technical types could make changes going forward. When this was first installed, everything worked perfectly, as I tested it extensively both in the office and at home. The ProcessWire page is accessible via the website, so www.ourwebsite.com/processwire. 4 or 5 months ago, I tried to access the CMS and was unable to do so. Every other page on our site was displaying correctly. I immediately contacted our web designer and checked this site for any reported faults, but couldn't find anything. The web designer confirmed that he was able to access the CMS perfectly easily and that everything was in working order. Web designer suggested rebooting our BT Hub etc, all of which we did, no improvement. That evening, I tried to access the page at home and was immediately able to see/access/amend as necessary. We called our IT guy in to the office and he looked at the problem. He connected (via one of our computers) to his own computer at home and from that computer was able to access the CMS area fine as well. That seemed to eliminate the possibility that it was a computer specific problem. His solution was to set us up with a "ProXPN Connection", which he explained as a connection that allowed the computer to access the web from a different location/IP, which allows us to bypass the BT Broadband connection/IP. When I connect via this ProXPN thing, I can immediately see/access/amend the CMS. He said that, by process of elimination, the problem lies with our specific BT Connection (which makes sense to me). I have spoken with BT and they have basically fobbed me off, even after I got them to log into our system and I demonstrated the issue. Has anyone experienced similar with a BT Connection? Or any other connection? Any thoughts/advice? If I haven't been clear anywhere, please let me know and I will try to rephrase - I have just spent 1 1/2hrs on the phone to BT and my brain is fried! Many thanks in advance