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Article preview: "Can't connect: Unknown error"

Thaurin
New User

Mar 8, 2007, 11:39 PM

Post #1 of 7 (1619 views)
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Article preview: "Can't connect: Unknown error"	Can't Post

Hi,

We're having the same problem as the guy who posted this thread over here:

http://www.interactivetools.com/forum/gforum.cgi?post=48879

I would like to know what these ideas were that the Product Specialist had regarding this problem instead of filing a support request. The largest problem is that the perl scripts are obfuscated, so I have trouble finding out what it's trying to do.

FYI, we've moved the scripts to a new server. It used to work okay, leading me to suspect it could have something to do with folder privs, but as far as I can see they're all fine (and everything else works).

A few suggestions to put me on the right path, if you please.

(This post was edited by Thaurin on Mar 9, 2007, 12:23 AM)

ChetW
Staff

Mar 9, 2007, 12:21 PM

Post #2 of 7 (1606 views)
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Re: [Thaurin] Article preview: "Can't connect: Unknown error" [In reply to]	Can't Post

Hi Thaurin,

Thanks for the post!

I have read the through forum post that you had mentioned, however I'm not familar with that request and Ross isn't in the office to today to help give me an idea of what he found when taking a closer look. :)

That being said I'll be happy to look at what's happening here for you, the best thing to will be filling out a support request with your ftp details. Once I have these details I'll be happy to take a closer look at this for you!

You can fill out a support request here:

https://www.interactivetools.com/support/email_support.cgi

Does this help? I look forward to hearing back from you soon!
Cheers,
Chet Woodside - Product Specialist
support@interactivetools.com

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Thaurin
New User

Mar 11, 2007, 6:38 AM

Post #3 of 7 (1599 views)
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Re: [ChetW] Article preview: "Can't connect: Unknown error" [In reply to]	Can't Post

Okay, one problem is that we do not allow external ftp access to our web server for security reasons. So if Ross is back in, maybe you could just ask him if he knows any possible reasons for this error to occur. ;)

ross
Staff / Moderator

Mar 11, 2007, 11:53 AM

Post #4 of 7 (1595 views)
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Re: [Thaurin] Article preview: "Can't connect: Unknown error" [In reply to]	Can't Post

Hi

If you sent a reply back in to the last email I sent you or posted your ticket number I can look it up to see what was happening.

In the meantime, could you log into Article Manager and go to Setup Options. There will be a setting here for dynamic page rendering. Could you make sure it's checked off for render template includes and not SSI's.

Give that a whurl and let me know how you make out Smile

.
-----------------------------------------------------------
Cheers,
Ross Fairbairn - Product Specialist
support@interactivetools.com

Thaurin
New User

Mar 12, 2007, 12:57 AM

Post #5 of 7 (1587 views)
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Re: [ross] Article preview: "Can't connect: Unknown error" [In reply to]	Can't Post

Hi, yeah. The Dynamic Page Rendering option is correctly set to "Resolve SSIs and Server-side Scripting"... would be a bit strange, I guess, because I copied the configuration file over from the previous installation and things worked fine there.

I haven't applied for email support yet, so I didn't get any email. :) But could this be in any way related to file permissions?

Anyway, I've filed a support request now. The ticked ID is: EXU-721513.

(This post was edited by Thaurin on Mar 12, 2007, 1:02 AM)

Donna
Staff / Moderator

Mar 12, 2007, 3:48 PM

Post #6 of 7 (1581 views)
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Re: [Thaurin] Article preview: "Can't connect: Unknown error" [In reply to]	Can't Post

Hi there,

I've already responded to your ticket, but here's a copy in case anyone else is having trouble. As for why it would work on one server and not another... well, every server is configured a little differently. :)
---

Does the search engine work on your site, or is it only the preview option? Generally, if you can't preview an article, your search engine will also have trouble.

If this is the case, the problem is related to a feature in Article Manager that allows it to interpret SSI's and code (PHP, ASP, etc) in it's dynamically generated pages, but this system won't run on your web host. Specifically, the server you're on does not accept web requests from itself. This means that the dynamic pages won't be able to interpret SSIs, or other script language markup in them.

Two things you can do to fix it: One, you can upgrade to Article Manager 2. This has a few extra options for the search engine and should get around this.

Alternately, Article Manager includes another system - you can set up your Article Manager to use its "template includes" feature. You can change this option by going into Setup Options and choosing "Resolve "template include" tags" under Dynamic Page Settings. The only other thing you need to do differently is when you add server side includes (SSI) to the page - you'll need to mirror all of your SSI's with corresponding template includes.

For example, if you have the following SSI:


You'll need to change it to this:



Template includes are relative to Article Manager's publish directory.

If you need to have some sort of server side scripting in your search results, like PHP or ASP, we'll need to work with your web hosts to see if they will resolve the settings that currently make that impossible, or you can upgrade to Article Manager 2.

Let me know if you have any other questions. :)

Donna

Thaurin
New User

Mar 13, 2007, 2:16 AM

Post #7 of 7 (1578 views)
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Re: [Donna] Article preview: "Can't connect: Unknown error" [In reply to]	Can't Post

Hi,

Thanks for your technical explanation! We host our own websites, so it's appreciated. Based on what you've said, I checked a few things on the server and it turns out that the domain name for the website still resolves to the old server's IP address. I don't think that's how it should be, do you? ;) I'll have the network guys change the mapping on the server that does DNS for the web server (which is obviously not the external authoritative DNS server for the domain, or things wouldn't have worked in the first place).

I'm pretty sure that this will resolve the problem, and if not, at least I have an idea of what to look for now. Thanks again!

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