Paid Support Sabotaged My Production Server – Urgent Escalation Request 487931

Hello,

I'm posting here as a last resort because of a critical issue with my paid high-priority support ticket (#487931) involving a production server running CWP.

I requested assistance for restoring MySQL and importing databases from backup. Instead of resolving the issue, the assigned technician (Igor S.) introduced further problems—particularly with Roundcube and Postfix—and then, when I pointed these out, responded with insults, called me a liar, and explicitly stated he was reverting all fixes and closing the ticket out of anger.

The service is now in a worse state than before support began, and my business is being directly impacted.

I've already contacted support via email (info@centos-webpanel.com) with a formal complaint and request for refund. However, since this is urgent and support has not responded yet, I'm posting this here to:

Escalate the matter to someone capable of resolving it

Share my experience with other users

Ask if others have experienced similar issues with paid support

I have full logs and screenshots to support everything stated here. I am requesting:

A proper technician to resolve the issue immediately

A refund for the sabotaged ticket

A formal apology for the unprofessional conduct

If no response is received shortly, I will proceed with payment dispute, legal review, and public exposure across relevant admin forums.

Thank you,
Douglas

I would offer to step in and help you, but it's hard to get in the middle of another tech's work. Also, I wouldn't claim to be as proficient as Igor, either. I hope you get your ticket resolved satisfactorily, soon.

If you have backups, can you not just load them in via mysql CLI or phpMyAdmin?

Code: [Select]

mysql -u root -p -e "create database database_name"
mysql -u root -p database_name < database_name.sql

Hello Overseer,

Appreciate the comment. I have the backups of the MySQL databases but there is more underlying the issue.

Code: [Select]

Warning: mysqli_connect(): (HY000/1045): Access denied for user 'root'@'localhost' (using password: YES) in /usr/local/cwpsrv/htdocs/resources/admin/include/functions.php on line 0
This is what I see when trying to access the control panel. And webmail is throwing a database error - connection failed. A little out of my league on this one. I'm waiting for a response from CWP on this one. If nothing, then I will take the next steps.

Regards,
Doug

What OS are you running?
If EL9, see here:
https://forum.centos-webpanel.com/other/i-have-problem-with-users-panel-login-page-it-show-to-me-failed-cwp-alma-linux9/

Can you log into mysql with root.   If so, please do the following.

cat /root/.my.cnf    Copy everything after password=

nano /usr/local/cwpsrv/htdocs/resources/admin/include/db_conn.php

Change that password to the one you copied from .my.cnf

This should get your user panels up and running.

The other option, is to change the root password for the user to the one in db_conn.php, as this will be what all of the other applications use.

Hi rcschaff,

Thanks for the tip.

Can you log into mysql with root.   If so, please do the following.

cat /root/.my.cnf    Copy everything after password=

nano /usr/local/cwpsrv/htdocs/resources/admin/include/db_conn.php

Change that password to the one you copied from .my.cnf

This should get your user panels up and running.

Unfortunately, the passwords match between the two files.

As an update to all, the server is running Alma Linux 8.1.

CWP has not responded to the complaint ticket or email sent to them. It's like they are ignoring all. I'm investigating migrating to a different panel.

Regards,
Doug

If you log in via shell, can you simply type "mysql" and get access.  Or do you get the same error.

try /scripts/mysql_pwd_reset

Set the root password to the one that in db_conn.php