Hostgator Vs Actinic – An Epic Battle

Hostgator and Actinic ProblemWell, not really a battle – 2 totally different animals, but here’s something that happened to me this evening while transferring an Actinic online store on to my Hostgator servers (and by the amount of forum posts on the subject, it’s happened to a LOT of other folks too).

Unfortunately no-one seemed to come up with a solution. UNTIL NOW that is.

Here’s the thing:

I run a great slogan t-shirt company http://www.timebombtshirts.com (don’t look at it people – it’s RUDE!;)) and migrated it to hostgator – no problem it seemed. Then on testing, when I clicked “Checkout Now” button the following error appeared:

Forbidden
You don't have permission to access /cgi-bin/os000001.pl on this server.
Additionally, a 404 Not Found error was encountered while trying to use an
ErrorDocument to handle the request.

EEK!

I’ve been on to live chat support with Hostgator for the last 1/2 an hour and finally found the answer. Instead of me going through each step (checking paths to cgi-bin / perl / waiting for nameservers to fully propagate etc…) I thought i’d just give you the transcript which you are free to copy, paste and send to hostgator (or your particular hosting company) which should get you a super-speedy response and a working website in a matter of a few minutes…

[Initial Question]: Hi, I am having an issue when clicking “Checkout Now” on timebombtshirts.com – The following error appears:Forbidden You don’t have permission to access /cgi-bin/os000001.pl on this server. Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request. Possibly a perl script or permissions error?
(2:18 pm) [System] Customer has entered chat and is waiting for an agent.
(2:21 pm) [Ehsan M.] Welcome to HostGator.com Live Chat. My name is Ehsan, and I will be happy to assist you with your inquiry.
(2:22 pm) [Ehsan M.] Hello, how are you doing today?
(2:24 pm) [Richie]: Hi Ehsan, all good thanks:) – permissions are ok on cgi-bin… path to perl and cgi are all correct – bit stumped as to what the problem is.
(2:27 pm) [Ehsan M.] Sure no problem. To further examine this issue I do need to verify you
(2:27 pm) [Ehsan M.] For security purposes, I will need to verify your identity by having you provide your account’s billing credentials in the popup that will soon follow this message. I apologize for any inconvenience this may cause.
(2:27 pm) [AccountVerifyRequest]: {“requestedBy”:”******”}
(2:30 pm) [AccountVerifyAttempt]: {“clientId”:”1*******”,”

wasSuccessful”:1,”emailUsed”:”*****@***.com”}
(2:30 pm) [AccountVerifyDecline]: {}
(2:32 pm) [Ehsan M.] Thank you for your patience, please give me a few more minutes to examine this
(2:37 pm) [Ehsan M.] Does this script call in any files from the /acatalog folder?
(2:38 pm) [Richie]: not as far as i’m aware – permissions on acatalog are 777 (although not all files inside are)
(2:39 pm) [Ehsan M.] 777 is forbidden on the server and suPHP prohibits these permissions in our servers for security reasons
(2:40 pm) [Richie]: OK have changed to 755. Any ideas on why the error?
(2:41 pm) [Ehsan M.] I am not seeing this error when I click on check out after adding to cart
(2:41 pm) [Ehsan M.] Can you try clearing your browsers cache?
(2:41 pm) [Ehsan M.] http://support.hostgator.com/articles/specialized-help/how-do-i-clear-my-web-browsers-cache
(2:42 pm) [Richie]: or is it possible to whitelist the scripts?
(2:42 pm) [Richie]: I have cleared the cache
(2:42 pm) [Richie]: plus tried IE, FireFox & chrome (and my phone!) no joy:(
!!!EUREKA MOMENT!!! (2:45 pm) [Ehsan M.] I have whitelisted a mod security rule that was being hit
(2:45 pm) [Ehsan M.] Can you check now please?
(2:46 pm) [Richie]: just checking…
(2:47 pm) [Ehsan M.] No problem
(2:48 pm) [Richie]: perfect – thankyou:) Can you tell me which mod security rule was being hit so i can know for next time (if there is a next time)
(2:48 pm) [Ehsan M.] It was hitting 1234234
(2:48 pm) [Richie]: OK, cheers. Have a great day!
(2:49 pm) [Ehsan M.] You’re welcome, did you have any other questions for me? Was I able to provide sufficient suggestions regarding your inquiry?
(2:49 pm) [Richie]: No that’s all thanks. will give great feedback – have a cold one on me;)
(2:50 pm) [Ehsan M.] Get well soon! (Eh!?;))
Now, this is in no way shape or form supposed to be a slight on either party – Both do a fantastic job of hosting (Hostgator) and ecommerce (Actinic), but put ‘em together and be prepared to do a little tinkering or speak to support to get the most out of your online store.
Show some love with a comment or a Share / Like – Have a great day folks:)