Those stubborn bastards! It took me hours in the live chat with several different support people, a bunch of emails, and even flashing a bit of the famous Walter rage to get the USA-based web hosting service Host Gator to listen. But finally they did. Here’s the story:
I was working on a WordPress Thesis site that was going to be hosted in two versions (Swedish and English) in two different countries (Sweden and the US) and couldn’t get one of the scripts (TimThumb.php) built in to Thesis to function properly on the American server. The Swedish version, which is hosted on Binero worked just fine. After digging through some documentation and forums, I deduced that the error must be that the mod_security settings on Host Gator were set to tight.
I wrote about this to the people at Host Gator and simply asked them to whitelist these rules for the domain in question. They said that they would love to do that, but not if they hadn’t seen the error triggered in their logs. In other words – they refused. I got a bunch of answers from them, here is one:
(5:36:34 AM) Nathan Mo: I’m sorry but I’m unable to confirm this issue for you. We do not provide support for third party scripts.
After a few hours of fruitless nagging I got a bit pissed and wrote this:
With one install (at Binero.se in this case, but it works equally well at other hosts) we get the desired results. At Hostgator we do not. To me, having spent 8 years in an institute of technology, this is an equation with one (1) unknown. Just because we can’t see the unknown (that’s why we call it an unknown) doesn’t mean we cant deduce it from said equation. I can’t help you with your methods of debugging, but I CAN help you with deduction.
(Ok. I really “only” spent 4,5 years at LiTH, but exaggerated for effect).
Finally I get this answer:
I whilsted your domain for those three mod_security rules. That should not make any change because I can see from the logs that the domain has never triggered those rules.
So… finally I got them to do what I asked them to do from the beginning. Did it work? Drumroll…
…BOOM. Everything fallls into place and works perfectly. Only with about a day down the drain because of the stubbornness of Host Gator support staff. In the end, courage to try things will prevail.
(Ps. If reading this as a tutorial, don’t forget to set cache permission to 775).
This blog is written by Walter Naeslund and has been around since 2007. The blog is about the journey of starting an advertising agency and a sneak peek behind the scenes of what goes on at the Honesty HQ in SoFo, Södermalm. It is also a blog about communication & technology. The blog has gathered almost a thousand posts over the years with several longer and shorter breaks. Welcome and enjoy.