LDAP failing

[potemkin_ai]

Hello, I've send all of the information to the e-mail, but no-one is responding for a few days now, so I decided to raise it on the forum as well.

I have two cloudrons. One is an LDAP master, second one is a client.

LDAP client failing to handle lack of response from LDAP master and just doesn't let me in. SSL certificates are not updated either.

LDAP master seems to fail to provide LDAP service. No errors in any of the log files I could observe.

That is quite critical.

[girish]

I have responded from support but we have to figure out why the master Cloudron's LDAP is unreachable. Maybe network related or something else.

[potemkin_ai]

My main concern is not that there were no response. It was that responses took mu-uch longer than usual.

At the end of the day, I've spend one week to prove that issue is there, but what makes me feel bad it's that I had to fix it on my own.

/home/yellowtent/platformdata/firewall/ldap_allowlist.txt was not there, which mad /home/yellowtent/box/setup/start/cloudron-firewall.sh consider that there is no need to enable ldap. That is despite the fact that web interface was showing that there is LDAP enabled with LDAP IP on it.

I'm absolutely disappointed with the amount of issues Cloudron has lately as well as with the (lack of) support I was getting with that case.

I know building products is hard and self-hosted products even more than that, but it's attitude that I see that makes me sad.

[necrevistonnezr]

@potemkin_ai dude…

[luckow]

IMHO you are familiar with the concept of an SLA (https://en.wikipedia.org/wiki/Service-level_agreement). Have you ever read anything about an SLA?

Wait a minute. https://www.cloudron.io/pricing.html There is such a thing as an SLA in the Enterprise plan. Are you on the Enterprise plan?

If so (and the Cloudron team has not responded in this time), you can complain. Ideally, of course, in a 1:1 conversation (to perhaps get a credit or threaten to cancel the service).

If not, welcome to the forum. This is all about self-hosting and learning by doing. What I read is that you solved your problem yourself. Thanks for reporting it to the forum, so we all have a chance to get a bug fix that solves real problems.

From my point of view we sometimes have problems with backups. Nothing critical, rather annoying. But otherwise the instances run stably.

[necrevistonnezr]

@luckow said in LDAP failing:

Wait a minute. https://www.cloudron.io/pricing.html There is such a thing as an SLA in the Enterprise plan. Are you on the Enterprise plan?

Maybe not? https://forum.cloudron.io/topic/10201/how-do-i-downgrade-cloudron-subscription-to-free/1

[potemkin_ai]

@necrevistonnezr , @luckow , I understand you don't know the full picture and solely for the sake of other Cloudron clients - present or potential, I will bring a bit more details, ignoring what I see as quite an arrogant behaviour.

I did like Cloudron a lot as well. I use it for 3 or 4 year now, I guess.

I'm well aware about SLA and how it works - prepared a few big companies for ISO20'000 certification, did what is now called SRE like 20 years ago.

The problem is not in the speed of responses - however it was quite lengthy this time, but the fact that I was told that troubleshooting won't be going any further, because staff can't reproduce an issue. And that is after a week I was sending a lot of details - many of them a few times - just to prove that the issue is on Cloudron side.

At the end of the day I was forced to troubleshoot it on my own - read the code, scripts, iptables, etc.
That's well in my expectactions for a free open-source product. Not for a commercial one.

That is also not the first major issue in a few months that I have. The first one where I was left alone with it, though.
I was never told that troubleshooting of Cloudron bugs require Enterprise plan. I actually never got a responce on my last mail, where I digged things to the ground and fixed the issue.

My post on the forum has been made after quite a few mails that were targeted at fixing the issue and after I haven't heard back on my last e-mail. Would I be offered some compensation - I would personally believe it just fair, but it didn't happen and never was my goal anyway.

To wrap things up:

• I truly believe that my observations are facts based - yes, not all of them are in the forum;
• I don't believe that pushing you users to fix your issues in your code is not a good practice;
• I feel that Cloudron's complexity is getting over the team that manage it, stability is decreasing and I can't see anything that Cloudron team is doing to manage that.

Which makes me quite cautious on Cloudron use in my projects, which complexity is at least a little bit more than just one simple server with a few public facing well tested apps.

[necrevistonnezr]

I still don’t see it - are you using the free tier as suggested by your previous topic?

[potemkin_ai]

@necrevistonnezr

are you using the free tier

Negative.

as suggested by your previous topic

I have quite a few instances that I manage, including personal one.
And from what I recall, LDAP is not provided in free offer of Cloudron.

I still don’t see it

Yeah, I noticed.

Even if I would use Cloudron for free, it doesn't mean that bugs should not get fixed. And it definitely doesn't mean, that user has to fix it. Not in my world at least.

[necrevistonnezr]

(I ️ block user on NodeBB)

[potemkin_ai]

@necrevistonnezr said in LDAP failing:

(I ️ block user on NodeBB)

Not sure why I need to know that... but: amen!