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Customer Support - F.A.Q. |
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Table of Contents
- 1. General Questions
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- 2. Web
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- 3. Mail
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- 4. Domain Name
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- 5. FTP
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- 6. Troubleshooting
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- 7. SharePoint® Services
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- 8. Easy App Collection
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1.
General Questions
- 1.1. What is the
difference between Unix accounts and Windows
accounts?
- Unix provides secure and reliable environment
perfect for most of the hosting needs, but sometimes
you want to take advantage of some Windows
applications such as MS Access, ASP scripting. For
that you might want to use NT. Linux offers
several advanced features not found in Windows such
as EasyApps, Virtual FTP
Server, Sub FTP User Accounts.
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- 1.2. How do I
change my billing information?
- Go to
Billing->Billing Info menu,
and click the Change Billing Info
button.
- 1.3. How do I
change my contact information?
- Go to
Acct. Preferences->Contact Info
and edit your contact information.
- 1.4. I forgot my
Miva password, what should I do?
- There is no way to retrieve this password, you
will have to re-install Miva.
Warning: All the data in
the Miva will be lost, including Products, Orders
and other settings.
- 1.5. Can I
accept credit card on my site? Will it be secure?
- Yes, H-Sphere supports secure transaction
protocol, such as SSL.
- 1.6. What is
SSL?
- The SSL security protocol provides data
encryption, server authentication, message
integrity, and optional client authentication for a
TCP/IP connection. Because SSL is built into all
major browsers and web servers, simply installing a
digital certificate turns on their SSL capabilities.
- 1.7. I lost my
password, what should I do?
- Go to the control panel site. Click on the link
"forgot your password" right under the login box,
and follow the instructions.
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Click here for the link to the control panel
site.
- 1.8. What
happens if I exceed my data transfer limit?
- Any data transfer in excess of plan threshold
will be charged at the end of the billing period.
- 1.9. Can I
purchase additional disk space?
- Additional disk space can be purchased through
your Control Panel.
- 1.10. What
happens if I purchase additional products in the
middle of the month?
- Any additional resource purchases will be
pro-rated accordingly. The charge will be calculated
based on the date when the resource was purchase to
the end of the billing cycle.
- 1.11. How do I
open my SiteStudio?
- You need to log into your control panel first,
then click the SiteStudio icon.
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- 1.12. How do I
access my Control Panel?
- Your personalized Control Panel can be found at
http:\\yourdomain\cp.
- You can also login simply by
clicking here.
2.
Web
- 2.1. How do I disable
directory listings?
- To disable directory listing (directory
Indexes):
- Log into your control panel.
- Click the Web Options link.
- In the Settings field select
Disabled for the Indexes setting.
- Click Submit.
- Click the Apply link to restart
Apache with the new settings.
3.
Mail
- 3.1. I have difficulties in
retrieving mail using Netscape. I can't log into my
mail account because the account user name now takes
the form of the full e-mail address.
- Write mail server login name in the Netscape
preferences with the % character instead of the @
sign, e.g. login: username%domain.com
- 3.2. How do I pop in to pick
up my virtual domain email?
- Virtual domain users need to use the following
format for thier user name when popping in:
user%virtual_domain_name
Eudora might require the following syntax:
user%virtual_domain_name@pophost
Microsoft clients may take the following syntax:
user@virtual_domain
If you don't include the %virtual_domain_name,
vpopmail will assume it is either a /etc/passwd user
or a vpop user in ~vpopmail/users or configured with
"default domain".
- 3.3. I can't send mail with
Outlook Express. I get a rcpthosts error.
- Before you can send email using your smtp server
you need to set up outlook express to download email
from the same mail server using POP3. When the POP3
box is checked, you can send emails within the next
15-30 minutes.
- 3.4. How do I get FormMail
working?
- It's a perl script. You need to add .pl as
extention for CGI. You can find it on the web
options page.
4.
Domain Name
- 4.1. What is a domain
name?
- Domain names are the familiar, easy to remember
names for computers on the Internet (such as
internic.net). They correspond to a series of
numbers (called Internet Protocol numbers) that
serve as routing addresses on the Internet. Domain
names are used generally as a convenient way of
locating information and reaching others on the
Internet.
- 4.2. What does
"register a domain name" mean?
- The Internet domain name system (DNS) consists
of a directory, organized hierarchically, of all the
domain names and their corresponding computers
registered to particular companies and persons using
the Internet. When you register a domain name, it
will be associated with the computer on the Internet
you designate during the period the registration is
in effect.
- 4.3. How can I get a
domain name in .com, .net or .org?
- H-Sphere provides an easy way to register .com,
.net or .org domains.
- 4.4. What is involved
in registering a domain name in .com, .net or .org?
- To register a domain name, you will be asked to
provide the registrar you select with the various
contact and technical information that makes up the
registration. H-Sphere will guide you through the
process, and will make it extremely easy. H-Sphere
will automatically contact the registrar, who will
then keep records of the contact information and
submit the technical information to a central
directory known as the "registry." This registry
provides other computers on the Internet the
information necessary to send you e-mail or to find
your web site. You will also be required to enter a
registration contract with the registrar, which sets
forth the terms under which your registration is
accepted and will be maintained.
- 4.5. Will my name and
contact information be publicly available?
- Yes. Information about who is responsible for
domain names is publicly available to allow rapid
resolution of technical problems and to permit
enforcement of consumer protection, trademark, and
other laws. The registrar will make this information
available to the public on a "Whois" site.
- 4.6. How long does a
domain name registration last? Can it be renewed?
- H-Sphere provides you with the ability to
register and renew the domain registrations in
one-year increments, with a total registration
period limit of ten years.
- 4.7. How much does a
domain name registration name cost?
- The prices vary depending on the plan you
select.
- 4.8. How long does it
take to register or transfer a domain name?
- It will take you just a few minutes to register
a domain, but it might not be available on the
Internet for up to 48 hours. This is due to the fact
that Internet DNS databases are updated only once a
day, causing the delay.
- 4.9. Someone else has
registered by company's name as a .com domain name.
What is the process for resolving my complaint?
- All ICANN-accredited registrars follow a uniform
dispute resolution policy. Under that policy,
disputes over entitlement to a domain-name
registration are ordinarily resolved by court
litigation between the parties claiming rights to
the registration. Once the court rules who is
entitled to the registration, the registrar will
implement that ruling. In disputes arising from
registrations allegedly made abusively (such as
"cybersquatting" and cyberpiracy"), the uniform
policy provides an expedited administrative
procedure to allow the dispute to be resolved
without the cost and delays often encountered in
court litigation. In these cases, you can invoke the
administrative procedure by filing a complaint with
one of the dispute-resolution service providers
listed at
http://www.icann.org/udrp/approved-providers.htm.
For more details on the uniform dispute resolution
policy, see http://www.icann.org/udrp/udrp.htm.
- 4.10. What are the
rules for registration of .net and .org names?
- They are the same as for .com. Traditionally,
however, names in .net have been used by
organizations involved in Internet infrastructure
activities and .org is frequently used by
not-for-profit organizations.
- 4.11. Are .com, .net,
and .org domain names available for registration on
a global basis?
- Yes. The .com, .net, and .org domains are
available for registration by Internet users across
the globe. ICANN-accredited domain name registrars
are also located in various countries around the
world. To view the InterNIC list of domain name
registrars by country, click here.
- 4.12. I've seen
domain names ending with two-letter combinations,
like .uk. What are the rules for registering in
these domains?
- Two letter domains, such as .uk, .de and .jp
(for example), are called country code top level
domains (ccTLDs) and correspond to a country,
territory, or other geographic location. The rules
and policies for registering domain names in the
ccTLDs vary significantly and some are reserved for
use by citizens of the corresponding country. You
should check with the registrar offering ccTLD
registration services regarding the specific terms
and conditions for registration. H-Sphere supports
hosting of such domains.
- 4.13. What is a
stopgap domain?
- A stopgap domain allows to create hosting if you
don`t have any domain name. If you register with a
stopgap domain, you will get a domain name like
"loginname.u1.your-base-domain". You can create your
own web-site and access it with either the IP (if
the IP is dedicated) or the above domain name. This
kind of domain doesn`t have any registration records
in the DNS.
5.
FTP
- 5.1. Anonymous FTP users don't
see the content of my directory.
- Anonymous FTP users can't enter your root
directory. They can enter only the directory you
dedicated for anonymous ftp users.
- 5.2. How come my virtual FTP
users can browse my root directory?
- Your virtual FTP users can have access to more
than one virtual FTP directory, so you need to allow
them to enter the root dir. You can use FTP
subaccounts to restrict their access to only one
directory.
6.
Troubleshooting
- 6.1. When I'm
trying to connect to my account using FTP, the
system doesn't respond for some time and then logs
out with an error.
- Use FTP active mode (disable passive). It is in
your computer's FTP configuration.
- 6.2. I am getting
errors with FrontPage.
- Try switching it off and back on.
- 6.3. My webalizer
doesn't work. What's the problem?
- One possible reason can be that you are
approaching your disk quota. Webalizer needs at
least 2 MB unused disk space to function properly.
- 6.4. The online
file browser shows the zips as compressed files and
offers to decompress them, but fails to do it.
- WebShell can decompress only those files that
are located inside the /usr/local/bin directory. If
it's not there, just create a link.
- 6.5. I get "Failed
to add new resource over the hard credit" message
when I'm trying to create a new resource.
- This means you have reached your Credit Limit.
For example, you've used all your money on your
balance if you pay by check, or your credit card
expired/was broken and failed to be charged. In this
case you'll still be able to run your hosting
account (with recurrent and extra usage payment
accrued), but you won't be able to create any new
resource (neither paid nor free).
- 6.6. ASP is not
working, however the button next to this resource on
the Domain Web Service page is set to ON.
- Check if the *.asp files are not included into
SSI section. It's a common mistake. If you set the
*.asp files to be lauched via SSI library, set ASP
to OFF, delete the *.asp extension from SSI list and
then set ASP to ON again.
- 6.7. My SiteStudio
doesn't work correctly.
- Check with
SiteStudio User FAQ.
7. Sharepoint® Services
- 7.1. How can I edit my
share point site using Front Page 2003?
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1) In
Front Page 2003, click on File, Open Site.
2) In the open site window, type in
http://Sharepoint-URL
click on open.
3) It will prompt for your username and password.
Enter a username that has administrator access
rights.
4) Once open, you will see several folders and files
on the left side of the screen in "Folder List".
5) Now you can manually edit files and add folders
in your share point site.
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- 7.2. Can I login not
using HOSTEDSERVICE\username on my share point
website?
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When users are created they are
put into the HOSTEDSERVICE\ domain. You don't have
to use this as part of
your login name. You can login using just your
username and password and leave off HOSTSERVICES\.
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- 7.3. Share a calendar using
Outlook 2003 with Microsoft SharePoint Services?
- Collaborate and keep track of team events by
using Microsoft Windows® SharePoint® Services and
Microsoft Office Outlook® 2003 together.
Click
here to learn more.
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- 7.4. Share contacts
using Outlook 2003 with Microsoft SharePoint
Service?
- Create a contacts list using Microsoft Windows®
SharePoint® Services. Collaborate on the list with
anyone who has access to the SharePoint Web site and
access the contacts directly from Microsoft Office
Outlook® 2003.
Click here to learn more.
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- 7.5. How can I get
statistics on my SharePoint site?
- Within SharePoint services you can retrieve
statistics on how your site is performing, what
files are being access. This is a great way to
monitor your site and track usage.
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1) Login using account with administrator
privileges.
2) Click on
Go to Site
Administration.
3) Click on
View Site
Usage Data.
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- 7.6. How can I allow anonymous
access to my SharePoint site?
- Allow anonymous users to view your SharePoint
website or just portions of it. Within
SharePoint you can allow anonymous access to your
site, this way users are not prompted to enter a
username or password unless they attempt to access a
secure area on your website.
8. Easy App Collection
- 8.1.
Gallery - paths to FFMPEG, ImageMagick and NetPBM
- The Gallery photo application requires a few
modifications for optimal operation. In Site
Admin, Graphics Toolkits the kits FFMPEG,
ImageMagick and NetPBM need paths added.
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1)
Windows Servers:
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FFMPEG -
d:\ffmpeg\ffmpeg.exe
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ImageMagick -
d:\ImageMagick\
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NetPBM -
d:\NetPBM\bin\ (Same path for Jhead)
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2) Linux Servers:
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FFMPEG - /usr/local/bin/ffmpeg
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ImageMagick - /usr/bin/
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NetPBM - /usr/bin/ (Same path for Jhead)
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- 8.2. Coppermine Photo
Album - Setup modifications
- The Coppermine Photo Album application requires a
couple modifications. First for ImageMagick to successfully upload
your pictures. Click on Config, then in the
Path to ImageMagick 'convert' utility.
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1)
Windows Servers:
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ImageMagick -
d:\ImageMagick\
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2) Linux Servers:
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ImageMagick - /usr/bin/
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- If you are hosted on our Linux Servers then you
must set user directory ownership to 777 on the
albums, userpics and edit folders in your coppermine
directory.
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1) Log into your control panel.
- 2) Open the File Manager application
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3) Go to Coppermine - change albums to
Read,Write,Execute for Owner, Group and other.
- 4) Now go to albums/userpics and albums/edit and
give the same permissions.
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