10 Most Common Support Questions and Answers
Why can I receive email ok but get an error when trying to receive email?
Email sending problems are usually caused by one of two things:
- Before sending email using your own domain name as the SMTP server, you need to first login to a POP email box on your domain. When you login to check your email, the server records your IP address and grants your IP address access to the SMTP server. This security measure prevents unauthorized users from using your domain to relay email through. Note that every time you disconnect from the Internet, or if more than 24 hours have gone by, you will need to login to a POP email account again before sending more email.
- If you are still unable to send email after checking a POP email account first, the problem is likely your ISP. Many ISP's have now blocked port 25 which is required to access third party mail servers. In order to get around this problem, contact your ISP and ask them for their SMTP server host name that you can use to send through. This information may also be posted on your ISP's web site. In most cases, switching to using your ISP's SMTP server will not prevent you from sending email from email addresses on your domain. If your ISP is one that have both blocked port 25 and also does not allow you to use their SMTP server for sending email from your own domain. The person you are emailing will not notice a difference.
Why does it tell me invalid login?
If you are checking an email other than the original default email you must have your login name in this format email@yourdomain.com A common mistake is to leave of the @yourdomain.com part. If this doesn't work you can try it with email+yourdomain.com or email%yourdomain.com Be sure your login is all lowercase.
How do I fix common problems with FrontPage or fix the FrontPage Extensions are not installed message?
You need to Re-install the FrontPage Extensions. This will fix 99% of the problems you have with FrontPage. To do this
1. Log into cpanel
2. Click on the FrontPage Extensions Icon
3. Click re-install.
Be sure you are publishing to http://yourdomain.com and not ftp://yourdomain.com
Why don't my images show or why don't my links work?
It likely that your link is pointing to a different location than the actual location of the image or file. This is very easy to troubleshoot:
1.
Go to your page in the browser and right click on the image or link in question
2.
Go to properties, this will give you exact address the link is pointing to.
3. Check for case on the filename and extension, the server IS case
sensitive, so it thinks image.jpg, Image.jpg and image.JPG are all different files.
4. If case isn't a problem it is likely the image isn't the same directory as the link is going to, you can
verify which directory your file is in with your FTP program or with the File Manager in cpanel.
I am a new customer and can't bring my page up in the browser and email isn't working, why is this?
If you got a new domain or transferred the nameservers on your existing domain it takes 48-72 hours to propagate to all of the nameservers throughout the internet. During this time it is common for the web site to be up and email not go through or to have some emails that work and some emails that haven't started to work yet.
I made some changes to my site, but when I view it still has the old pages, why is that?
It is likely that you are pulling up cache (store) version of your page. To fix this hold down ctrl+shiift and clicking the reload page button. You can also try clearing your cache, on IE you
go to the Tools Menu then choose Internet Options then click "Delete Files"
Why can't I connect to my database or why does it tell me Access Denied for my database user?
Make sure your database name and database user are prefixed by your cpanel username_ For example demouser_dbname
For a script to access a database you must have a database username created and permissions granted for that user to access that database, you can set all this up right from your control panel. If you are getting a message such as Could not connect to the database or Access Denied, it is
likely you need to create a user and add it to the database. To do this
1. Go to
cpanel
2. Click on database manager
3. Create a user by typing in a username and password, then clicking Add User
4. Then match the user up with the database you want to add it to and click add user to db.
If it is still give you the error, double check that your script has the correct username in password, this info is commonly store in an "include" or "config" file, such as include.php or config.php To reset the password for a user, the only way to do this is to delete the user in cpanel and recreate it.
You can also trouble shoot this from the command line if you have shell access with a couple simple commands
1. mysql -uuser -p database
This will check to see if a user can connect to a database
2. grep -R user *
Make sure user is your database username, this command will locate your the file which contains your database connection settings
Why is this using so much disk space, all it does is forward to another email?
There are 2 ways to create a forwarder, with and without a pop account. If you want the emails to only forward and not leave a copy on the server, then create only the forwarder and be sure there is not a pop account created for that account. If you want it to forward and be able to save a copy on the server, create both the forwarder and pop account, be sure to check the pop account regularly so it doesn't use up all your disk space.
Why does it say Forbidden or Access Denied when I go to my home page?
This is likely because the permissions have been changed on your public_html folder. public_html must have Owner:read,write,execute;Group:read,execute;Other:read,execute permissions, this is also called 755 permissions. You are able to change the permissions with most FTP programs by right clicking on the file name and selecting chmod(unix) or permissions. You can also change permissions with the file manager in cpanel.
Why doesn't my subdomain work?
It is most likely 1 of these 2 things
1. You need to wait up to 6 hours for the dns of the subdomain to update, subdomains are not always active as soon as you create them.
2. You have setup an
infinite redirect for the subdomain, by default a subdomain will direct the directory with the same name. For example sub.yourdomain.com will automatically
go to yourdomain.com/sub, if you setup a redirect to this it redirects over and over. To fix this all you have to do is log into cpanel and click remove redirection.
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