Support / lack of support

Comments

12 comments

  • Avatar
    rotblitz (Edited )

    I cannot comment on the support response time recently.  It was pretty good when I raised tickets, last one weeks ago.

    But you may be able to help yourself.  Issuing manual updates again and again from your browser may help. You need your login credentials for this.  Ensure that you have Dynamic IP Updates enabled for the network.

    https://updates.opendns.com/nic/update?hostname=YourNetworkLabel

    Replace YourNetworkLabel by your dashboard network label.

    If it doesn't work one day, try next day again.

    0
    Comment actions Permalink
  • Avatar
    snootalope

    I'm going on a week of no response on a new ticket..  This is my first ever ticket so can't really comment on whether this is normal or not, but my issue is just the stats aren't working and I've already run through the support documentation I can find.  Figured this would be an easy one..

    0
    Comment actions Permalink
  • Avatar
    rotblitz (Edited )

    @snootalope

    I would have tried to help you here, but you missed to report your issue in an own thread, and it really doesn't make sense to support different issues from different people in one thread.

    0
    Comment actions Permalink
  • Avatar
    aamicus

    thanks,

     

    ill try 

     

    https://updates.opendns.com/nic/update?hostname=YourNetworkLabel

    but if the IP is owned under another package im not sure it will work. ill give it a go and get back to you.

    Thanks
    0
    Comment actions Permalink
  • Avatar
    aamicus

    no joy

    i tried with the official updater and the URL you supplied

    0
    Comment actions Permalink
  • Avatar
    aamicus

    sorry bud, i am venting at you as if you work there / its your problem. i appreciate you help

    0
    Comment actions Permalink
  • Avatar
    rotblitz

    What result code did the manual update come back with?  Was it "!yours"?

    Also, as I said, repeat this multiple times, once or twice every minute.  Then the next day again.  One attempt means nothing!  Don't use the official Updater, it doesn't add value, and you don't see the result code being returned.

    And I do not understand what you mean by "i am venting at you as if you work there / its your problem".  I don't see a problem on my side, because I don't have one.

    0
    Comment actions Permalink
  • Avatar
    rotblitz

    And I see another problem from the Updater screen shot.  You don't seem to use OpenDNS at all.
    What does http://welcome.opendns.com/ come back with?

    0
    Comment actions Permalink
  • Avatar
    aamicus

    i was apologising for being abrupt with you. you are not connected to opendns and none of this is your fault. you are only trying to help me and my frustrations were directed in the wrong way. 

     

    the updater is installed on a server that handles the DNS requests so it may appear that the machine is not configured but it is / was using the opendns IP's as a forward lookup zone for any requests that are made to it. (well it was until no site could be accessed due to my lack of control over the IP)

     

    when i go to the URL i am prompted to log in, i enter my details and then i am presented with !yours in the top left corner. when i then check the dashboard the IP has not updated. 

    the welcome.opendns.com tells me i am not using opendns but i know this as i had to revert to a temp DNS solution so my users could visit websites.  

    so far i have removed the network all together and added a new one using my home IP, verified it and and tested it. then tried to update the IP to my work IP with no joy. i have also created a new network with a dynamic IP and tried the official updater and the URL to no avail. i will keep trying the URL as you say it can take more than a few attempts. 

     

    thanks for your help

     

     

    0
    Comment actions Permalink
  • Avatar
    rotblitz (Edited )

    "i was apologising for being abrupt with you. you are not connected to opendns"

    Now I understand.  And yes, I'm not affiliated with OpenDNS in any way.  I'm just a user.

    "the welcome.opendns.com tells me i am not using opendns but i know this as i had to revert to a temp DNS solution so my users could visit websites."

    That's normal and intentional then that you don't use OpenDNS or the service you've paid for.

    As you have a static IP address, you shouldn't run an Updater at all.  You can safely uninstall it.  Especially as you do not use OpenDNS yet, because it just draws error messages.  And even if you would need to run an Updater, you would not use this one, because it does not do what you think it does.  

    The repeated manual updates is still what can help though. Under certain circumstances it will render the other network as "inactive" and will assign the IP address to your network.

    "i am presented with !yours"

    Yes, this is what I expected, it means "not yours" (IP address), but should change to "good" after further updates at some point.

    "when i then check the dashboard the IP has not updated."

    You can save this check if you didn't get "good".  It's just wasting time.

    "i have removed the network all together and added a new one"

    This is clearly not a way to rectify this issue.  You can save this work and time as well.  The manual updates or a ticket with OpenDNS are the only ways which would help.

    0
    Comment actions Permalink
  • Avatar
    daddyjeff

    It was working, then my dynamic IP changed when I swapped routers.

    ("!yours" results, etc, etc.)

    Did a service ticket.

    Still waiting 12 days for a reply.

    Not really complaining at this point, but just adding that the support seems behind...

    :-(

     

    0
    Comment actions Permalink
  • Avatar
    rotblitz

    In case my instructions above do not help...

    I have seen in another thread that it took 20 days for a ticket to be responded to.  So you're still good with your 12 days.  And yes, their support team for the free services seems to be overwhelmed with tickets from the 90 million user community.

    0
    Comment actions Permalink

Please sign in to leave a comment.