Common Problems and Solutions:
1. I type in my domain name in
a browser but my site doesn't come up?
It usually takes two business days
for a new or transferred domain name to start resolving to our servers.
If you previously had your site hosted somewhere else, your domain name
registrar will need to be notified of your new name servers. If you need
assistance with the transfer, just let us know and we'll be happy to help
you. Many registration companies require a username and password in order
to make a transfer request, so we'll need this information from you in
order to make the request. Just send e-mail to our Support
and let us know this information and we'll make the request for you.
2. Why isn't my
new home page showing up?When you open an account with us, we put up
a temporary under construction page for you and the name of the file is
index.html. Servers recognize a variety of file names as home pages, and
index.html is the most commonly recognized name. If you upload your own
home page and name it index.htm and don't delete our index.html Under Construction
page, our servers will continue to recognize the index.html page as the
home page. Just delete or overwrite our index.html file and your new home
page will show up!
3. When I try
to access my site (mydomain.com or IP address) it says, "Forbidden, You
don't have permission to access / on this server."This is caused by
not having a home page file inside of your www directory. Once you
upload your homepage file into this directory, the error message will go
away and your new home page will load. Our servers recognize a number of
file names as home pages: the most common ones are index.html and index.htm.
4. Why can't I
get to my Control Panel?User names and passwords are case sensitive.
So if your password is KiWis, then kiwis won't work and neither will KIWIS.
If you recently changed your password, did you change it to one that is
longer than 8 characters? Our system will only accept passwords up to 8
characters long and will truncate them to 8 if you assign a new password
that is too long. Try using just the first 8 characters of your new password
and this should get you into your control panel.
5. Why am I having
problems getting mail to send?This problem is usually related to our
POP authentication procedure. When you attempt to send mail, the system
requires that you authenticate to the server first. The way the server
does this is that it first requires you to log into your pop account with
the username and password you created when the pop account was set up through
the mail manager. After you authenticate by logging in you have a period
of 15 minutes to send mail. After this 15 minutes expires you will need
to reauthenticate - if you don't you get an error message.
This may sound more complicated
than it actually is. For instance, when Outlook is opened it automatically
presents you with a username and password box. After you type these in,
Outlook does the rest. Usually you can just send and receive mail and Outlook
will automatically resubmit your username and password combo. However,
it does so only when you hit the send/receive button. If you only hit the
send button your password is never resubmitted. Typically the password
is only required when receiving (popping) mail. As you can see the process
defaulted to by Outlook is backwards with respect to our authentication
procedures. Outlook first sends mail and then receives mail. This is where
the failure comes in. On our system you need to authenticate (receive)
first and then send.
6. I'm trying
to forward my e-mail but it's not working.
In order to avoid endless mail looping
on our server, which can bog it down and ultimately may cause it to go
down, you will be unable to forward mail as follows:
This scenario will only send the
mail to the server location for box2; it won't send the mail to the outside
address. If you want box 1 to go to the outside address, you'll need to
forward it there directly, instead of sending it to box2 first and from
there having it go to the outside address.
7. I can't get
my mail.Your pop server name is mail.yourdomainname.ext. So if your
domain name is pleasehelpmenow.org, your pop server would be mail.pleasehelpmenow.org
If your domain name is not yet resolving
to our servers, you will be unable to retrieve your mail from our servers.
If your domain name is still pointed to other servers, that's where your
mail will be going and you can retrieve it there until the transfer goes
through. Also if this is not your main account name, and it is an email
you created, make sure you use the entire email address as the username.
8. I can't get
my domain name to transfer at Network Solutions because the administrative
contact e-mail address that they have is no longer valid.Unless you
have a special type of an account with Network Solutions (NSI), they require
that you be able to receive mail at the administrative e-mail address that
they list for your domain name. You must also respond from this same address,
otherwise they will not make the transfer.
9. Why aren't
my images showing up on my site?
Check your paths to your images.
If the file that you are using the images in exists in the same directory
as your images, you won't need to list the full path. Here is an example
of the HTML that you would use if your images are in the same directory
as the file that you are using them in:
If your image is in another directory,
like "images" you'll need to reference the path, such as this:
Also, remember that files are case
sensitive. For example, in your HTML document you have a link to FILENAME.HTM
but you named the file contactinfo.htm, it will not work. The same thing
goes with graphics and all other web documents. What you have in your HTML
must match up with what you name your files.
10. How do I
know if my domain name has been transferred?You will know that your
domain name has been successfully transferred and your ISP (Internet Service
Provider) has updated its DNS tables when you are able to FTP to your account
using yourdomain.com as the hostname. Before the transfer is complete,
when you try using yourdomain.com and the username/password we provided
you with, it will not work.
Another way to test if it is transferred
is to upload a test file to our servers and then see if you can access
it with your domain name in the path. For example, if you upload a file
called testing.html to our servers, if you can access it with the path
http://www.yourdomainname.com/testing.html, you'll know that you domain
name has been transferred to our servers. (Make sure that you don't have
a file with the same name already uploaded on your former servers.)
do I put my web site files?When you log in, you will see a directory
called 'www'. This is the root of your web documents and you need to put
any web site files in this directory. When www.yourdomain.com is accessed,
it looks in this folder for your default web page document.