Fetch Softworks

Trying Fetch b4 purchase-no phone support? (4 posts)

• Started 15 years ago by chili5
• Latest reply 15 years ago from Scott McGuire

• chili5 Member

  Using Iweb 08 on Mac 10.4.11, Safari 3.1.2, camino (like firefox but fewer probs) 1.6.4
  One of my site pages has a blue box in iweb. I never have changed that color. But when I published via Fetch on godaddy, it changed to yellow! Checked the iweb html file and its blue. Used the "view site" in fetch (safari after emptying cache)and its now yellow. Iweb says it's fetch prob, godaddy says it's fetch prob and I agree. Obviously, I dont want to buy fetch if there's no phone support. Any ideas? Is there still no phone support for iweb? I have left phone messages and an email message, but no response.

  Posted 15 years ago #

• Scott McGuire Administrator

  Hi Karen,

  I have checked our support records and I see that our support did reply to your email late yesterday afternoon. If you did not receive the reply, I apologize; but I assure you it was sent.

  I see the record of your phone call, and I inquire to see if our support staff tried to call you back. We do provide support for Fetch; we cannot necessary provide help with all iWeb problems, since often they are caused by iWeb and not Fetch, but we do try to help.

  Fetch definitely, absolutely does not make any changes to the contents of webpages or any files when it uploads them. So while I cannot immediately say why a blue box appears yellow after you uploaded it, this is not because of a change Fetch made to your files.

  I realize that you are thinking, "well, now, everyone says it's not their fault," but Fetch would not be a very useful piece of software if it fiddled with files. It's Fetch's job to upload the files exactly as they are given to it, and that's what it does.

  In our experience, sometimes even though iWeb shows webpages looking one way while you are designing them, they look different after you upload them to the web (part of the problem is that iWeb is designed to work best with MobileMe, and the support for publishing websites to other webservers is sometimes not as robust as it should be).

  However, if you could tell me the address of the page with the problem, I will take a look and see if I can figure out why you are seeing a difference and where the source of the problem is.

  Thanks,

  Scott McGuire
  Fetch Softworks

  [This message has been edited by ScottMcGuire (edited 11-20-2008).]

  Posted 15 years ago #

• chili5 Member

  So, was your answer that you do or do not have phone support? I repeat, that I haven't heard from anyone at your company. I did get an email that did NOT address my problem. I need to know if this is the way you will support your product.

  Email support is extremely time consuming and doesn't address problems in a time effective manner.

  If it were possible to send attachments, I could email you the html file from iweb. It shows a BLUE box. Perhaps it's something I doing wrong in fetch (most likely), but at this rate, I'll never know.

  Very frustrating...

  page in question:

  http://www.babysmithsite.com/Contact.html

  notice that all other pages on the site have a BLUE box.

  Posted 15 years ago #

• Scott McGuire Administrator

  Hi Karen,

  Yes, we provide phone support, sorry, I should have made that clear.

  I have spoken to our phone support people and they said they did not call back because they had sent you an email reply. They should have also returned your call, and I have told them that. And yes, I agree the reply they sent was not completely helpful, I will discuss that with them as well. Like all of us, they make mistakes on occasion, and I am sorry that it happened with your reply.

  What I was trying to say was that our support people are mostly trained to deal with Fetch problems - while they know some stuff about iWeb, they are not iWeb experts. I realize it can be hard to tell where the line between a Fetch problem and an iWeb problem is, but unfortunately, many of them really are iWeb problems, and while we try to help, sometimes the problems are beyond us.

  Looking at your Contact page, I see the yellow box. The iWeb page's HTML code says for that box, it should display the file "shapeimage4.html" in the "Contact_files" folder of your website. I've checked, and on the server, that file is a picture of a yellow box. The HTML of the page does not say anything about blue or yellow; it just says "display this graphic file as the background for this box."

  My guess is that if you go to the folder on your Mac where you asked iWeb to publish your website, opened up the Contact_files folder, and found the "shapeimage4.html" file in it, it would also be a yellow box. Each webpage has its own set of graphic files that make up the colored backgrounds; for some reason, the Contact page has ended up with an graphic of a yellow box instead of a blue one when iWeb created the files to make up your website.

  If you want, you can send attachments to me by email by sending them to:

  bb at fetchsoftworks dot com

  However, I would need to see the entire folder that iWeb created, not just the HTML file (since, as I said, the HTML file is really just referring to a separate image file for the box color). And that might be a rather large attachment.

  My guess is that iWeb is making a mistake when publishing the files to the folder for you; are you always publishing the website to the same folder, over and over again, as you make changes?

  What I would usually suggest in a case such as this is that you is publish the website to a new folder - which makes sure there are no files from the previous revision to confuse iWeb and accidentally get mixed in with the new version of the website - and then uploading it again. However, if you want to send me the files first, I will take a look at them.

  I'm sorry, I will not be able to reply again tonight, but I will check in again tomorrow morning.

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 15 years ago #