switched to hostmetro cannot load my site

[brianluce]

I have w7.6.4 and recently switched from 1&1 to hostmetro (big mistake). My page won't load, hostmetro said it's wysiwyg's fault. They said my 7.6.4 is probably too old. Can anyone suggest a fix to load my site. Hostmetro says they cannot do anything. my version just has FTP, it doesn't say SFTP. Is that the problem? Here's the last email they sent:
<<<<<<<<<<<Apologies for the inconvenience and I can understand your frustration.
At the moment we're not seeing recent FTP connection attempts from your network IP.
The few connections attempts we do see are failing due to invalid passwords.
~
metro709 # grep 68.6.73.69 /var/log/messages
Jan 23 01:29:10 metro709 pure-ftpd: (?@68.6.73.69) [INFO] New connection from 68.6.73.69
Jan 23 01:29:14 metro709 pure-ftpd: (?@68.6.73.69) [WARNING] Authentication failed for user [villboh]
Jan 23 01:29:14 metro709 pure-ftpd: (?@68.6.73.69) [INFO] Logout.
Jan 23 01:30:17 metro709 pure-ftpd: (?@68.6.73.69) [INFO] New connection from 68.6.73.69
Jan 23 01:30:22 metro709 pure-ftpd: (?@68.6.73.69) [WARNING] Authentication failed for user [villboh]
Jan 23 01:30:22 metro709 pure-ftpd: (?@68.6.73.69) [INFO] Logout.
~
We have confirmed SFTP over filezilla on your account is working properly.
I went ahead and uploaded our SFTP test results within the attachment.
If the application is a bit older it may not support SFTP.
I would recommend creating a custom FTP account within your cPanel > FTP accounts section and assign it to the appropriate domains document root.
Then use the following standard port 21 custom FTP account config in your FTP client.
Host: metro709.hostmetro.com
Port: 21
Protocol: FTP
Encryption: Require explicit FTP over TLS
Logon Type: Normal
Username: user@yourdomain.com
Password: Password you set up
Unfortunately we don't offer prorated refunds for early account cancellations.
You can review the full refund policy below.
https://www.hostmetro.com/billing-terms.html#refunds
We are more than happy to try our best to help with your specific FTP software.
If you wouldn't mind providing us a direct link to download the software we can run some more tests from our end.
Regards,
Mike M
http://hostmetro.com

[BaconFries]

First please note that WB7 is no longer support due to it being extremely old. We cannot really assist with server issues. If your host now requires you to now use sftp then you will need to use a external program such as Filezilla to upload your files. Again we cant offer assistance on its use. Also note that your issue is not directly with the program but your hosts requirements.

[crispy68]

Well one thing they mentioned is the attempts to connect are due to an invalid password. If that's the case, then obviously nothing is getting uploaded. I would think that normal FTP would still work but if not, I would recommend simply using FileZilla to upload your files. I've always used this personally.

[brianluce]

Does the newer version of wysiwyg have SFTP? It's no problem to upgrade if that's all I nee to do.

[brianluce]

I never heard of FileZilla, is there a tutorial for using it with wysiwyg?

[crispy68]

https://filezilla-project.org/

It's free. There is plenty of documentation on the website. It may look a bit intimidating, but its not for what you will need. If you decide to use it, feel free to reach out to me at ron@wizbangwebdesign.com

[BaconFries]

If you upgrade to the latest version it will still use FTP to upload your files. To be able to use SFTP you will need purchase the following SFTP
extension (Paid) to use SFTP.

[brianluce]

Baconfries, I can buy that extension, it's only $10. I'll be able to publish my site if I get it?

[crispy68]

I would try the demo of it first to see if it will work; however, it does say on the purchase page that it is for versions 11.2 and newer so it doesnt look like it will work.

[BaconFries]

As crispys reply the extension is for version 11.2 and above only so it will not work with the unsupported WB7.

[brianluce]

Okay that flozilla thing is far too confusing so I need version 11 and the extensioin for SFTP. And someone link me to the version to purchase? Thanks for you help in advance, this is a business website and we cannot make any money without our site because all the customers come off the web.

[BaconFries]

Sorry WB11 is no longer for sale. Where it is written the extension requires WB11 means to be able to use you must already have a licenced (paid) copy of it or higher to use. This means you are required to purchase WB14 with the extension (if you wish). You can download the latest build of the program at the following Download and to buy at Purchase note you may be eligible to a discount when you buy read from "Upgrade with discount..." To purchase the SFTP see the following SecureFTP

[brianluce]

I purchased the latest version and the sftp expention and still failing to publish. I'm on my 9th hour today of trying to publish my site and it just keeps failing. Can anyone help? Hostmetro is the worst!!!! Here's the message it gave:
*** START OF PUBLISH ***
Scanning publish folder...
Found 5 file(s).
Processing files...
Transfering 5 file(s) using SFTP with SSH2 (Secure Shell)
Connecting to metro709.hostmetro.com (Attempt 1 of 3)
SecureFtpLog:
AuthenticatePw:
DllDate: Jan 31 2018
SecureFtpVersion: 9.5.0.72
UnlockPrefix: PBLVND.CB1072018
Architecture: Little Endian; 64-bit
Language: Visual C++ 2015 / x64
VerboseLogging: 0
authenticatePw:
Component successfully unlocked using purchased unlock code.
sshAuthenticatePw:
requestUserAuthService:
sendServiceRequest:
svcName: ssh-userauth
SentServiceReq: ssh-userauth
--sendServiceRequest
ssh-userauth service accepted.
--requestUserAuthService
AuthMethods: publickey,gssapi-keyex,gssapi-with-mic,password
passwordAuth:
Sent login/password
Error reading password userauth response.
userauth_response: Socket operation timeout.
--passwordAuth
--sshAuthenticatePw
--authenticatePw
Failed.
--AuthenticatePw
--SecureFtpLog

Removing temporary files...
Publish failed!
*** END OF PUBLISH ***

[brianluce]

Here's the settings on the wysiwyg
https://i.postimg.cc/Y9c2DTNh/Screenshot-5.png

[Pablo]

Maybe your firewall blocks the connection?
Did you add web builder to the exception list of your firewall?

Also, are you sure the entered username/password is correct.
Sometimes web hosts change the password without notifying you.

[brianluce]

I turned off the firewall. I asked HostMetro to double check the pw and un

[brianluce]

fail message:

*** START OF PUBLISH ***
Scanning publish folder...
Found 5 file(s).
Processing files...
Transfering 5 file(s) using SFTP with SSH2 (Secure Shell)
Connecting to metro709.hostmetro.com (Attempt 1 of 3)
SecureFtpLog:
AuthenticatePw:
DllDate: Jan 31 2018
SecureFtpVersion: 9.5.0.72
UnlockPrefix: PBLVND.CB1072018
Architecture: Little Endian; 64-bit
Language: Visual C++ 2015 / x64
VerboseLogging: 0
authenticatePw:
Component successfully unlocked using purchased unlock code.
sshAuthenticatePw:
requestUserAuthService:
sendServiceRequest:
svcName: ssh-userauth
SentServiceReq: ssh-userauth
--sendServiceRequest
ssh-userauth service accepted.
--requestUserAuthService
AuthMethods: publickey,gssapi-keyex,gssapi-with-mic,password
passwordAuth:
Sent login/password
Authentication failed or partial success. (1)
PartialSuccess1: 0
AuthList: publickey,gssapi-keyex,gssapi-with-mic,password
important:
This is likely a simple invalid login and/or password error,
meaning your application did not send the correct login and/or password.
--important
--passwordAuth
--sshAuthenticatePw
--authenticatePw
Failed.
--AuthenticatePw
--SecureFtpLog

Removing temporary files...
Publish failed!
*** END OF PUBLISH ***

[brianluce]

Still doesn't work but Hostmetro just emailed me this:
Your local system IP address 68.6.73.69 has been blocked at our server firewall due to Failed SSH login attempts. I have unblocked the IP and you should access the services now.
If you have any further queries, please do not hesitate to contact us.
Thank you,
Ron
Technical Support Representative
http://www.hostmetro.com/
Knowledgebase: http://hostmetro.com/knowledgebase
Video Tutorials: http://hostmetro.com/demos/

[Pablo]

The error returned by the server seems to indicate that the username/ password is incorrect:

Authentication failed or partial success.

Note that in my experience (see also other related topics on this forum) , the web host usually blames you or the software before they seriously start looking at their side.
Until now there has never been a publish issue that was directly caused by the software, in all other cases it was a configuration error.

[brianluce]

Dude, I've used your software for almost 10 years. It's bullet proof. Hostmetro however appears to be run by morons. Their chat is never on, Phones off, only ticket based tech support and they suck.

[Pablo]

The only way to make sure that everything is correct on the server side, is by logging in with another FTP client (like FileZilla).
If that does not work with the same settings then we can be sure it's a server related issue.
If it does work with FileZilla then something may be wrong in your configuration.

[brianluce]

Using FileZilla is above my skillset. My website does not even appear on the internet now. it says "cannot find site". the site is www.villabohol.com

[brianluce]

What are possible configuration issues? How are the publish fields supposed to be filled out? My site is not even appearing on the internet now. It's gone. and the software continues with "fail to publish" messages.

[BaconFries]

Is this your site? Also viewing the source you are using emulate IE8 remove and set to use and HTML5...but as you see from the screenshot your site is working.... So if it can be seen by me it safe to say that it has been successfully uploaded and the issue may lie with your browsers cache or it is possibly being blocked by your AV software. Please try clearing your browser cache and see if it now shows.

[brianluce]

my windows 10 Firewalls is shut off as far as I can tell. WYSIWG does however appear in the "export policy" dialog box in firewall and advanced security menus.

[Pablo]

The error indicates that either something is wrong in your configuration or on the server side.
The only way I can help you with this is if you share your publish data so I can try to login:
support@pablosoftwaresolutions.com

[brianluce]

No it was offline. Hostmetro fixed it:
"It appears your IP was blocked for failed SSH logins
been emailing hostmetro all day and they got wysiwyg to work finally:
"We created an FTP account in your cPanel and assigned it to public_html"

On the advice of this site I believe unnecessarily purchased a software upgrade and extension. So not real thrilled with you guys or Hostmetro. You both put a consumer and customer between yourselves and turned me into a human ping pong ball. This seems to happen a lot. Making me unnecessarily spend money is good for you not for me.

[crispy68]

On the advice of this site I believe unnecessarily purchased a software upgrade and extension. You both put a consumer and customer between yourselves and turned me into a human ping pong ball. This seems to happen a lot. Making me unnecessarily spend money is good for you not for me.

I beg to differ. We were all trying to help. Myself and Pablo suggested to try Filezilla to test and see if it was a server issue. There were indications that the setup was not correct (password incorrect?) etc. You decided against using Filezilla even when I offered to help with it. I also stated the extension would not work with your version.

Rather than hash it out with your host and try every possible solution, you chose to upgrade and buy the extension. That was your choice. I dont think any of us indicated that doing this would 100% solve your problem.

In any event, I believe you will find that upgrading was a smart choice as your version is very old and a lot has changed since version 7. For instance, your site is not mobile friendly. You will now be able to make it mobile friendly which in the end could help in Google searches rather than be penalized for not being mobile friendly. For the price of the upgrade, this software is a steal and the best software I've used and I've used several.

[brianluce]

always remember Crispy, THE CUSTOMER IS ALWAYS WRONG
Pro Tip: take care of customers and you'll come out ahead over the long term.

[BaconFries]

recently switched from 1&1 to hostmetro (big mistake).

How is the fault of the help we gave.

The few connections attempts we do see are failing due to invalid passwords

Again how was this the fault of the help given.

You came to us for help with a unsupported version of the software to which we didnt need to help you with. Also no one forced you to buy anything!! The issue you had was between yourself and your hosting company as you have now found out so even without buying the program you would still have issues as it was with your host.

Hosting issues have nothing to do with how you use the software!. The onus is on you as a user to ensure that you use the correct credentials (valid passwords) when logging in to your host so that you dont get a ban at IP level for trying to login with incorrect details too many times.

If you had been insistant with them then they would have looked at your issue and saw the login attempts and informed you of the IP ban sooner and you would have been able to say it was you and get it sorted at host level.

I will finish with a quote: As the saying goes, "A good workman never blames his tools but how he uses them"