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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 might ask you for
that information so that we can make the request for you. Just open up a new
support ticket and let us know this information and we'll make the request for you.
If you'd like to make the transfer request yourself, go to our
Transfer My Domain page for further directions.
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.
If you are still unable to access your control panel, Just open up a new
support ticket for assistance.
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.
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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:
box1-->box2-->outside address
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.
For instructions on setting up your e-mail application program to receive
your mail, please take a look at Setting Up Email
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.
8. 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:
<img src="yourimage.gif">
If your image is in another directory, like "images" you'll need to reference the path,
such as this:
<img src="images/yourimage.gif">
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.
9. 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.)
10. Connection seems slow or down - how can I test?
Sometimes the network itself - between your pc and our servers - is slow or having load problems. You can often find out more about
where the problem is by running a "Trace Route" or "tracert" test - see Trace Route for details.
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