CONTACTS 
0201 - JPS Net                              800 711 5353 fax or 800...
020101 - Mr. Neal K
020102 - Biz Tech Services =415 376 0121
0202 - JPS Net                              800 711 5353 fax or 800...
020201 - Mr. Bruce Newland; Manager  =916 810 8913
020202 - Biz Tech Services =415 376 0121

SUBJECTS
Cannot log onto Server for FTP
HTTP server failure

0504 -    ..
0505 - Summary/Objective
0506 -
050601 - Follow up ref SDS 36 0000, ref SDS 28 0000.
050602 -
050603 - This evening we suddenly began getting notices that we cannot access
050604 - directories on our web server.  Called JPS and was told they did some
050605 - work to upgrade the system today.  The work performed improves
050606 - security by denying customers to empty directories, and this was done
050607 - at the request of several customers, and it cannot be changed to
050608 - reflect the request of Welch, because Com Metrics is the only account
050609 - that uses empty directories.
050610 -
050611 -     [On 991221 report that prior access was not a mistake, and turning
050612 -     it off was a mistake, and that reporting the prior access was a
050613 -     mistake was a mistake, and contending it cannot be restored is
050614 -     another mistake. ref SDS 37 3984]
050615 -
050616 -
050617 -
0507 -
0508 -
0509 - Discussion
0510 -
051001 -  ..
051002 - JPS Reporting Access Denied to Welch Directories
051003 -
051004 - Follow up ref SDS 36 4425, ref SDS 28 0668,  Follow up.
051005 -
051006 - This afternoon about 1700 I uploaded files to the server, then tried
051007 - to access them.
051008 -
051009 - Got a message saying the server is down to try again later.
051010 - ..
051011 - This evening at 2045 tried again to access files uploaded
051012 - earlier, and am now getting a message saying
051013 -
051014 -     Forbidden
051015 -
051016 -     You don't have permission to access /sd/08/00101/02/99/ on this
051017 -     server.
051018 -
051019 -     Apache/1.3.9 Server at www.welchco.com Port 80
051020 -
051021 -
051022 - I was able to log onto our home page okay, and to access files linked
051023 - in various pages for Com Metrics.
051024 -
051025 - I called JPS help and there was no report of system problems.
051026 - ..
051027 - Talked to David.
051028 -
051029 - David said there is no directory...
051030 -
051031 -
051032 -                 http://www.welchco.com/sd/
051033 -
051034 -
051035 - David asked for our web server.
051036 -
051037 - I advised it was reported to be...
051038 -
051039 -
051040 -                          Corp Web 1
051041 -
051042 -
051043 - ...by JPS on 990426. ref SDS 28 0668
051044 -
051045 - I did more testing and logged onto...
051046 -
051047 -
051048 -       http://www.welchco.com/sd/08/00101/02/99/11/08/191947.HTM#7426
051049 -
051050 -
051051 - When David came back on line, we did a test.  He was able to open the
051052 - Welch home page, and then clicked on "intelligence."  He was able to
051053 - log onto the sds directory and open the above record.
051054 -
051055 - He then tried to backup one directory level, and got the same message
051056 - saying access denied, per above. ref SDS 0 0265
051057 - ..
051058 - He seems to appreciate that JPS has a problem.
051059 -
051060 - He asked me to hold on.
051061 -
051062 - In about 10 minutes, David came back online, and said we cannot access
051063 - directories that are empty.
051064 -
051065 - I explained we have been accessing empty directories for 2 years, and
051066 - that we need to be able to do this in order to use our system.
051067 -
051068 - David left the line to investigate again for about 20 minutes.
051069 -
051070 - He came back online and said JPS did some maintenance on the server
051071 - today, and for some reason the Apache program is over-riding the file
051072 - directory structure.  He does not know what is causing this.
051073 - ..
051074 - He asked me to hold on again.
051075 -
051076 - About 15 minutes later, David came back online and said the server was
051077 - upgraded for security reasons today, and this prevents us from
051078 - accessing our directories.
051079 -
051080 - We reviewed the history of our account providing access to directories
051081 - for the past 2 years.
051082 -
051083 - David said the prior access was a mistake, which JPS has now
051084 - corrected.
051085 -
051086 - We reviewed the record showing access to directories is not a mistake
051087 - because we specifically requested it, and JPS agreed to provide access
051088 - to directories.
051089 -
051090 - David asked me to hold on to talk to his supervisor.
051091 -
051092 - Talked to Erik
051093 -
051094 - I asked about getting notification from JPS that access needs to be
051095 - changed from agreed conditions when we contracted for service on
051096 - 980309? ref SDS 2 5633
051097 - ..
051098 - Erik said some customers complained that non-authorized people
051099 - have accessed their directories.  To help those customers, JPS set a
051100 - switch on their operating system for our server that prevents access
051101 - to directories for all customers.  He said Welch is the only customer
051102 - that uses the Internet for delivering intelligence.  Nobody else does
051103 - this, which aligns with the record o 911123. ref SDS 1 4930
051104 -
051105 - Erik said that since the prior access was a mistake, JPS is not
051106 - required to notify customers about performing maintenance.
051107 -
051108 - There was some discussion that a 4 character access pin number is
051109 - available.  We were supposed to receive a letter on this.
051110 -
051111 - I explianed we did not get a pin access number and did not get a
051112 - letter of notification alerting us about this change in access.
051113 -
051114 - Erik said he cannot write a letter to explain what happened to our
051115 - account.
051116 -
051117 - I asked if Bruce Newland can help, based on his letter on 990426
051118 - saying to contact him to fix any further problems we have.
051119 -
051120 - Erik said Bruce is on vacation.  He suggested calling back in the
051121 - morning.
051122 -
051123 - I explained we have a lot of work to do tonight for customers
051124 - tomorrow.  Since it appears the change to access protocols was made
051125 - this evening, possibly that person can be contacted to restore the
051126 - prior service.
051127 -
051128 - Erik said JPS does not have anyone who can address this any further
051129 - this evening.
051130 -
051131 - I thanked Erik for his help, and commended David's work handling a
051132 - difficult customer.
051133 -
051134 -     [On 991221 report that prior access was not a mistake, and turning
051135 -     it off was a mistake, and that reporting the prior access was a
051136 -     mistake was a mistake, and contending it cannot be restored is
051137 -     another mistake. ref SDS 37 3984]
051138 -
051139 -
051140 -
051141 -
051142 -
051143 -
051144 -
051145 -
0512 -