How long does it take to get a problem resolved?

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#1 Wed, 04/08/2009 - 08:13

How long does it take to get a problem resolved?

I am not usually a moaner (English!!), however, I am concermed about the response on an issue on a Pro product I have purchased a few days ago.

I have posted on the forum and got a couple responses (thanks, guys) and also posted an issue/bug, which has had little response.

How long should it take to resolve an issue, or, at least, get a response to issue updates?

I love Webmin. With my limited Linux experience, it has been invaluable to me. When I had to set up my own public facing server, VM was my only consideration (having used both Plesk and cPanel) - a way of 'paying a little back to the team'.

Was this choice an error?

I appreciate that the team may have 'real' jobs and may mot spend 40 hours a week dedicated (actually, I am sure it is probably more, in addition to full time work), but what is an acceptable timeframe?

Anyway, enough of a moan - how do I sort out my issue?


Wed, 04/08/2009 - 09:14


With the forums, we do try to get to them all, but there's a rather overwhelming amount of stuff that comes through on here... and sometimes, we just don't know the answers to things :-)

There's some fairly knowledgeable regulars in the forums here, but as you noticed, sometimes things don't get answered.

Since you're a Pro user, there's also the Bugs and Issue tracker that you mentioned. That's a higher level of support, and something where answers generally come within 24 hours, and quite frequently much less.

If you find yourself with a question on there that's not getting answered, I'd recommend posting a followup. That's meant to be an area where you can expect help.

I'm presuming that you're referring to your CentOS 5.3 installation that you've put in the Bug Tracker? Yeah, I'd definitely follow up on that :-)

There's multiple people who monitor the Bug Tracker, and we might not realize that Joe (who had been previously helping you) got swamped under a sea of other things. We'd certainly like to get that working for you!

In your case, it looks like Clam is complaining about not being able to write to the "tmp" directory -- are you sure that /tmp is writable, and doesn't have any unusual flags set?

But, feel free to follow up in bug tracker, we'll try and get things working for you :-)

Wed, 04/08/2009 - 13:30 (Reply to #2)


I am sure /tmp is writeable (I did chmod it to 777 to ensure) and this threw up other errors, re binds and, subsequently resulted in not being able to get to any page, even after reboot and/or reinstall.

When you say 'post a follow up' do you mean new issue or comment? I have been placing new comments everytime I have done something or a possibly relevant has appeared.

I really need to get this resolved soon, as I have several sites that need to be transferred over the coming weekend, otherwise, I am in the doo-doooooo's!


Wed, 04/08/2009 - 13:58 (Reply to #3)

Ahh durn, I see what the problem is -- the task is marked private, but it's not in anyone's "queue" at the moment, so none us are getting your updates.

I'll assign it to some folks and hopefully we can get you up and running :-)

Wed, 04/08/2009 - 19:39 (Reply to #4)
Joe's picture

The main problem is "Joe dropped the ball". ;-)



Check out the forum guidelines!

Thu, 04/16/2009 - 02:46 (Reply to #5)

shocking Joe, fancy giving me support on my problems when there are more important things to fix ;o)

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