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Thread: Support Portal - Seriously? on a Plugin icons inquiry.

  1. #1
    Senior Member Beach Ape's Avatar
    Join Date
    Apr 2010
    Posts
    378

    Default Support Portal - Seriously? on a Plugin icons inquiry.

    Has anyone tried the Support Portal lately? Due to complaints I think one item has been solved - 'Response Time'.

    After a couple of tries, it looks like keywords in my inquiry are picked up and a canned robot answer is sent back. Not anyone that can READ and INTERPRET.

    Part of the response is, "If our response does not answer your question or if you need to provide us with additional information about this issue, please reply to this message"

    I fear "or" in the above response may actually mean 'provide more keywords' in a never ending search to match my questions to the answer I need.

    IMHO the Support Portal may need to be renamed the Response Portal. - Maybe I'm wrong? Below is my question:
    [snip]

    I used the Windows Media Plugin, and for 'Display' I chose 'icon' and used the first icon. When publishing, I get this error: "Can't copy file: C:\Users\Bill\Documents\NetObjects Fusion 12.0\User Sites\Johnstone Homes\Preview\Autogen\VideoIcon1.gif> The system cannot find the file specified.

    To get it to publish, I have to go to the programs folders, and get into the netobjects system folder and copy it over, being careful to not 'move' because then that produces another publishing error (crashed image in either case).> > Hopefully you have read the above to understand that I know the work around, but can confirm this bug? Thanks..

    [unsnip] - lol, given what this thread is about ... my last sentence.

    NOF "Response Portal" :

    Hello, Thank you for contacting NetObjects Technical Support; we appreciate the opportunity to assist you. Below is our response to your question or a request for additional information. If our response does not answer your question or if you need to provide us with additional information about this issue, please reply to this message.

    There are several items to check if you are having difficulty publishing your Website in NetObjects Fusion. The first thing to check is your FTP information. Contact your hosting provider to make sure that the FTP information that you are using in your Publish profile is correct. While you have them, also make sure that there is adequate space available on your server.

    If your FTP information is correct, and ample server space is available, then please look to your operating system. If you are using either Windows Vista or Windows 7, permissions for script creation are limited to Administrators only. Not to worry, it is easy to provide the correct permissions to NetObjects Fusion. Please follow the steps outlined in the link below:

    http://netobjects.com/support/html/vista/index.html Finally, check your firewall and security programs to ensure that they are allowing NetObjects Fusion access to the FTP port (generally port 21). For further information, please refer to chapter 38: Publishing Your Site starting on page 1061.

    Thank you for choosing NetObjects and being a valued member of our NetObjects community.
    Janos
    NetObjects Technical Support

    My Response Robot is named "Janos" and he considers me a valued member.

    Maybe it's too much work to set up a Response Portal using key phrases instead of keywords? Oh, I qualified this ticket with a tick on 'Publishing Issue'. My next experiment may be to send a blank ticket with the proper tick, then maybe go the second step to see if a conversation can be had?
    Last edited by Beach Ape; 09-25-2011 at 08:28 AM.

  2. #2
    Adrian
    Guest

    Default Re: Support Portal - Seriously? on a Plugin icons inquiry.

    The late, great Douglas Adams was way ahead of his time -
    it's the Sirius Cybernetics Corporation all over again <g>

    Back when I cared.....<g>, I used to feel vaguely insulted every time
    NOF Support sent back a 'boilerplate' email which completely ignored the
    question I'd asked.

    I guess it's cheaper than paying real people to say 'search me Boss - I
    haven't a clue - looks like it's broken!' and frees up valuable
    resources for sending out inane promo emails like the recent "Release
    your creative genius with NetObjects Fusion XII" nonsense....

    Sigh!
    Adrian


    On 25/09/2011 09:20,
    Beach Ape wrote:
    > Has anyone tried the Support Portal lately? Due to complaints I think
    > one item has been solved - 'Response Time'.
    >
    > After a couple of tries, it looks like keywords in my inquiry are
    > picked up and a canned robot answer is sent back. Not anyone that can
    > READ and INTERPRET.
    >
    > Part of the response is, "If our response does not answer your question
    > or if you need to provide us with additional information about this
    > issue, please reply to this message"
    >
    > I fear "or" in the above response may actually mean 'provide more
    > keywords' in a never ending search to match my questions to the answer I
    > need.
    >
    > IMHO the Support Portal may need to be renamed the Response Portal. -
    > Maybe I'm wrong? Below is my question:
    > [snip]
    >
    > I used the Windows Media Plugin, and for 'Display' I chose 'icon' and
    > used the first icon. When publishing, I get this error: "Can't copy
    > file: C:\Users\Bill\Documents\NetObjects Fusion 12.0\User
    > Sites\Johnstone Homes\Preview\Autogen\VideoIcon1.gif> The system cannot
    > find the file specified.
    >
    > To get it to publish, I have to go to the programs folders, and get
    > into the netobjects system folder and copy it over, being careful to not
    > 'move' because then that produces another publishing error (crashed
    > image in either case).> > Hopefully you have read the above to
    > understand that I know the work around, but can confirm this bug?
    > Thanks..
    >
    > [unsnip] - lol, given what this thread is about ... my last sentence.
    >
    > NOF "Response Portal" :
    >
    > Hello, Thank you for contacting NetObjects Technical Support; we
    > appreciate the opportunity to assist you. Below is our response to your
    > question or a request for additional information. If our response does
    > not answer your question or if you need to provide us with additional
    > information about this issue, please reply to this message.
    >
    > There are several items to check if you are having difficulty
    > publishing your Website in NetObjects Fusion. The first thing to check
    > is your FTP information. Contact your hosting provider to make sure that
    > the FTP information that you are using in your Publish profile is
    > correct. While you have them, also make sure that there is adequate
    > space available on your server.
    >
    > If your FTP information is correct, and ample server space is
    > available, then please look to your operating system. If you are using
    > either Windows Vista or Windows 7, permissions for script creation are
    > limited to Administrators only. Not to worry, it is easy to provide the
    > correct permissions to NetObjects Fusion. Please follow the steps
    > outlined in the link below:
    >
    > http://netobjects.com/support/html/vista/index.html Finally, check your
    > firewall and security programs to ensure that they are allowing
    > NetObjects Fusion access to the FTP port (generally port 21). For
    > further information, please refer to chapter 38: Publishing Your Site
    > starting on page 1061.
    >
    > Thank you for choosing NetObjects and being a valued member of our
    > NetObjects community.
    > Janos
    > NetObjects Technical Support
    >
    > My Response Robot is named "'Janos'
    > (http://www.thinkbabynames.com/meaning/1/Janos)" and he considers me a
    > valued member.
    >
    > Maybe it's too much work to set up a Response Portal using key phrases
    > instead of keywords? Oh, I qualified this ticket with a tick on
    > 'Publishing Issue'. My next experiment may be to send a blank ticket
    > with the proper tick, then maybe go the second step to see if a
    > conversation can be had?
    >
    >
    >
    > -Never trust a skinny chef-



  3. #3
    Allison Moore
    Guest

    Default Re: Support Portal - Seriously? on a Plugin icons inquiry.

    Whatever you may think of Janos' response, I believe that he is indeed
    an actual person as I've had several email discussions with him. In the
    first one, I called him out specifically on the boilerplate response
    that didn't address my issue. That issue, which is especially annoying
    to me but may not affect a lot of people, has not been resolved.
    However, Janos did make noticeable efforts to work on it over a period
    of a month or so.

    More recently, I've complained about the inability to default graphic
    optimization type in the Properties Palette to Not Optimized, so my
    images wouldn't wind up in the Autogen folder when published. His
    initial response was close to boilerplate. His subsequent comments were
    clearly not, although he's still of the opinion that NOF is doing us a
    favor by mucking with our graphics. (He hasn't responded since I told
    him that NOF optimization actually made my image files larger, often by
    quite a bit.)

    Allison

    On 9/25/2011 4:20 AM, Beach Ape wrote:
    > Has anyone tried the Support Portal lately? Due to complaints I think
    > one item has been solved - 'Response Time'.
    >
    > After a couple of tries, it looks like keywords in my inquiry are
    > picked up and a canned robot answer is sent back. Not anyone that can
    > READ and INTERPRET.
    >
    > Part of the response is, "If our response does not answer your question
    > or if you need to provide us with additional information about this
    > issue, please reply to this message"
    >
    > I fear "or" in the above response may actually mean 'provide more
    > keywords' in a never ending search to match my questions to the answer I
    > need.
    >
    > IMHO the Support Portal may need to be renamed the Response Portal. -
    > Maybe I'm wrong? Below is my question:
    > [snip]
    >
    > I used the Windows Media Plugin, and for 'Display' I chose 'icon' and
    > used the first icon. When publishing, I get this error: "Can't copy
    > file: C:\Users\Bill\Documents\NetObjects Fusion 12.0\User
    > Sites\Johnstone Homes\Preview\Autogen\VideoIcon1.gif> The system cannot
    > find the file specified.
    >
    > To get it to publish, I have to go to the programs folders, and get
    > into the netobjects system folder and copy it over, being careful to not
    > 'move' because then that produces another publishing error (crashed
    > image in either case).> > Hopefully you have read the above to
    > understand that I know the work around, but can confirm this bug?
    > Thanks..
    >
    > [unsnip] - lol, given what this thread is about ... my last sentence.
    >
    > NOF "Response Portal" :
    >
    > Hello, Thank you for contacting NetObjects Technical Support; we
    > appreciate the opportunity to assist you. Below is our response to your
    > question or a request for additional information. If our response does
    > not answer your question or if you need to provide us with additional
    > information about this issue, please reply to this message.
    >
    > There are several items to check if you are having difficulty
    > publishing your Website in NetObjects Fusion. The first thing to check
    > is your FTP information. Contact your hosting provider to make sure that
    > the FTP information that you are using in your Publish profile is
    > correct. While you have them, also make sure that there is adequate
    > space available on your server.
    >
    > If your FTP information is correct, and ample server space is
    > available, then please look to your operating system. If you are using
    > either Windows Vista or Windows 7, permissions for script creation are
    > limited to Administrators only. Not to worry, it is easy to provide the
    > correct permissions to NetObjects Fusion. Please follow the steps
    > outlined in the link below:
    >
    > http://netobjects.com/support/html/vista/index.html Finally, check your
    > firewall and security programs to ensure that they are allowing
    > NetObjects Fusion access to the FTP port (generally port 21). For
    > further information, please refer to chapter 38: Publishing Your Site
    > starting on page 1061.
    >
    > Thank you for choosing NetObjects and being a valued member of our
    > NetObjects community.
    > Janos
    > NetObjects Technical Support
    >
    > My Response Robot is named "'Janos'
    > (http://www.thinkbabynames.com/meaning/1/Janos)" and he considers me a
    > valued member.
    >
    > Maybe it's too much work to set up a Response Portal using key phrases
    > instead of keywords? Oh, I qualified this ticket with a tick on
    > 'Publishing Issue'. My next experiment may be to send a blank ticket
    > with the proper tick, then maybe go the second step to see if a
    > conversation can be had?
    >
    >
    >
    > -Never trust a skinny chef-



  4. #4

    Default

    Ahhhh Janos

    First, I think that Janos is real although at the beginning I thought he was a bot of some kind, picking out words and phrases. So, I called him out too.

    However, I think that he searches the documentation for words and phrases and cuts and pastes the text, much to my annoyance because I can actually read the documentation myself.

    So far, I have been in an e-mail conversation with him for two months or so, trying to get an answer to a data sources question. He has now palmed that off to the developers who cannot be contacted directly.

    I think he thinks I'm going to go away. I'm not.

    Ronnie

  5. #5
    Senior Member gotFusion's Avatar
    Join Date
    Jan 2010
    Location
    www.gotHosting.biz
    Posts
    4,529

    Default

    You would be much better off learning php/mysql rather than spending the same amount of time learning a proprietary interface to them

    If you learn the language you can do so much more than the component or internal connectors will be able to do.

    I have seen that just about everyone who takes the time to learn the Fusion "interface" moves away from it once they hit the limitations.
    NetObjects Fusion Cloud Linux enabled Web Hosting, support + training starts at $14.95
    NetObjects Fusion web Hosting and support + ASP + PHP + ColdFusion + MySQL + MS SQL
    FREE NetObjects Fusion Support & training comes with all web hosting accounts
    NetObjects Fusion Web Hosting: http://www.gotHosting.biz

  6. #6

    Default

    Hi

    That assumes that the software works and that the ceiling on its functionality is hit.

    But what if the software does not work? What if the people at NOF don't even put out the step by step guide to how it's supposed to work?

    Should we all just write off the £100+ of our hard earned and let NOF staff and developers have an easy life.

    Surely any software user who buys an application should at least get the functionality that is promoted, even if the ceiling on that is low?

    Just my thoughts.

    Ronnie

  7. #7
    Junior Member
    Join Date
    Sep 2011
    Posts
    1

    Default

    As a user new to both NOF and web design, I also been very disappointed in the Support Portal and its responses to a simple question. My question concerned the presence of the "NetObjects System" folder in "Documents\NetObjects Fusion 12.0\NetObjects System". In my first query I stated that I had already changed the location of "User Sites" to the same (large) partition where I had installed NOF12. I explained that I have limited space on my (small) boot (C drive) partition. I asked if the "NetObjects System" folder will increase in size over time and with use of the program. Janos replied that I could indeed change the location of "User Sites". Janos also said that the "NetObjects System" folder could only be changed by reinstalling the program. I wrote back emphasizing that I had already installed the program on the larger partition, (this was also stated in my original query), and that I had relocated the "User Sites" folder there. I added emphasis to the question regarding the "NetObjects System" folder. Janos replied with instructions on how to move "User Sites".

    I am rapidly coming to the conclusion that I was hasty in purchasing NOF12, and should have saved the money toward buying Dreamweaver. I regret that I did not visit this forum before making that choice. That regret began to take shape when I discovered that the Getting Started tutorial for NOF12 only included the very first section of the much more extensive tutorial of the same name for NOF Essentials. I have only been confirmed in my belief that I made a poor choice by reading the many complaints on this forum.
    Last edited by kladner; 09-30-2011 at 04:10 PM. Reason: a colon following a drive letter came across as a smiley.

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