WEB HOSTING SUPPORT
Pre-sales questions
Q. Will you place ads on my site?
A. We will NOT place ads on your site.
Q. Do you allow sites to advertise for money, on their web site?
A. Yes, we allow sites to have commercial advertisements.
Q. What forms of payment do you accept?
A. Cheque, Direct deposit, Credit Card(Visa, MasterCard), Money Order
Q. Are your server's Unix, or NT?
A. Our servers are Linux Red Hat.
Q. Do you allow adult sites?
A. No.
Q. Is tax included with my monthly or yearly plan?
A. Yes, GST is included within the price.
Q. What control panel do you use and do you have a demo?
A. Cpanel. No, demo systems for cpanel create a security risk.
Q. Can I pay monthly?
A. Yes, you may pay monthly
Q. Can I host friends?
A. Yes, you may host your friends.
Q. How long does it take to setup my account?
A. Your account will be setup automatically within 15 minutes of ordering.
Q. Are there any hidden costs, or setup fees?
A. No
Q. Do you offer telnet or shell access?
A. No due to security reason's we do not offer telnet or shell access.You are still able to unzip files on the server using our file manager as well as the ability to setup cron jobs.
Q. Can I password protect directories?
A. Yes you can password protect directory's within CPanel.
DNS
Q. How long does it take to get my domain working?
A. It usually takes 24-48 hours for a domain to fully propagate.
Q. What do I set my domains name server's to?
A. ns1.i-net.com.au and ns2.i-net.com.au
Control panel
Q. Do you have a manual for our control panel?
A. Go to http://www.i-net.com.au/hosting/cpanel-manual.pdf
Q. Where do I go to login to my control panel?
A. You go to http://www.yourdomain.com/cpanel
Q. How do I make sub-domains?
A. To make a sub-domain login to your control panel and click "domain management" inside of domain management you will see a place to manage and add sub-domains.
FTP
FTP Configuration
ftp host : yourdomain; dont need to put ftp. at the front if using cuteftp, dreamweaver, wsftp.
host deirectory : public_html
username : cpanel username
password : cpanel password
Q. It's not letting me upload my files what's wrong?
A. Make sure you are uploading to the right web directory which is the public_html folder.
Q. Why doesn't my ftp password change when I change my Cpanel password?
A. Please allow 24 hours for your FTP password to sync with your Cpanel password.
Q. I uploaded my files but still see your page. Why?
If our Welcome page, index.shtml, has not been replaced by another index page, then anyone going to domainname.com will still see the welcome page instead of some other home page. This is the order in which the web server looks for a page to put up as the "home" page: default.htm -> index.phtml -> index.php -> index.cgi -> index.shtml -> index.shtml -> welcome.cgi -> welcome.html -> index.htm
Just delete the index.shtml file and anything after it in this list will then come up automatically. Notice that "home.html" is NOT on the list and so will not show up as your home page. You would need to rename it.
Q. How can I upload my site?
Unless you have or will be utilizing Frontpage Extensions on your site, you can use the File Manager located in Your Control Panel to view all the directories and files in your account, as well as change permissions for directories and files, create directories, create and edit files, and upload files
from your hard drive to your account. You may also use any kind of ftp client.
Q. How do I use Cute FTP to upload files?
When CuteFTP is loaded the first time, a window will appear. If the window doesn't appear, press the F4 function key. Click on Personal FTP Sites and then click on "Add site. Add the following to the FTP Site Edit window.
-Virtual domain users should enter their domain name in Host Address
-All users must enter their username and password in the appropriate boxes
-Make sure Login type is Normal
-Do not add anything to the Initial Remote Directory Box
To download Cute FTP or for more information please visit there site
Q. How do I use WS_FTP to upload files?
When WS_FTP is loaded the first time, a window will appear listing stored FTP locations. If the window doesn't appear, click on Connect.
-Click on New
-Add the following to the Session Profile window
-Virtual domain users should enter their IP Address
-All users must enter their username and password in the appropriate boxes
-Leave blank the Account and Remote Host boxes
-Make sure the Anonymous Login box is not checked!
-Click on Save and then OK.
Paths
Q. What is the path to my users files?
A. The path is /username/public_html
Q. What is the local path to perl?
A. The path to perl is /usr/bin/perl
Q. What is the path to curl?
A. The path to curl is /usr/bin/curl
Q. What is the path to ImageMagick?
A. The path to ImageMagick is /usr/bin/
Q. What is the path to convert for ImageMagick?
A. The path to convert is /usr/bin/
Q. What is the path to sendmail?
A. The path to sendmail is /usr/sbin/sendmail
E-mail
Q. How do I create a new email account?
Follow these instructions:
1. Go to http://yourdomain/cpanel -> Add / Remove accounts
2. Click "Add Account"
3. Type the username and the password.
4. Click "Create"
5. Click configure mail client, to configure outlook.
Account Created
Q. I can't send email via your server. What's wrong?
Our SMTP servers are configured as secure relays. This means that you cannot simply reference "mail.yourdomain.com" as an Outgoing mailserver unless you successfully log in via one of your pop3 accounts at "mail.yourdomain.com' before you try to send. This is a mandatory setting to prevent spammers from using our mailservers as havens for unsolicited email. If you are getting a "relaying prohibited" or "disconnected by administrator" error, it means that you haven't logged into the pop3 server at your domain before you tried to send through the smtp server at your domain.
To log in, you need to check for mail first.
Q. How do I create email aliases, and how do I redirect them?
Simply use our online control panel to add these ( http://yourdomain/cpanel )
How do I access webmail with my browser?
Go to http://yourdomain.com/webmail (Replace yourdomain.com with your actual domain name) Log in with the pop account username (Username@domain.com) and password that you setup in your control panel (Mail Menu).
Q. What do I put for both incoming and outgoing mail server?
A. For both incoming and outgoing mail server put mail.yourdomain.com
Q. How can I setup webmail to go directly to horde, neomail or squirrel mail?
A. Login to the one you prefer to use after doing so copy the entire url from your address bar. You will not login to your cpanel and create a subdomain to go to the address you just copied.
Still not working - try the troubleshooter
CGI/ASP/PHP/MySql/JSP
Q. None of my cgi scripts are working on the server. How do I get them to work?
A. Make sure that they are chmoded to 755
Q. How do I create databases and manage them?
A. Login to your cpanel and click MySQL Databases. After your database is created you can manage it from phpmyadmin. This can be found at the very bottom of the MySQL page.
Software Versions
Q. What version of php are you using?
A. We are using version 4.3.11
Q. What version of perl are you using?
A. We are using version 5.6.1.
Q. What version of MySQL are you using?
A. We are using version 4.0.25-standard
Q. What version of cpanel are you using?
A. Our servers automatically stay up to date with the most recent stable Cpanel version.
Billing
Q. How do I get the 30 day money back?
A. Simply email us your username, password, and why you wish to cancel within thirty days, and we process your refund in less then 24 hours.
Q. How do I make a payment?
A. Online using credit card, for cheque or money order, or direct deposit please send email for first order.
Q. How do I stop billing?
A. If you wish to close your account simply email us your username, password, and why you wish to cancel. You must also include "I give you permission to delete my website and all of it's content."
SSL
Q. How do I purchase a private ssl from you and what type is it?
A. Please email to do so.
Q. I'm going to purchase my own ssl what do I need to know?
A. Our servers are Apache + Mod SSL If you require assistance from us to install it there will be a $30.00 installation fee.
Q. How do I transfer a ssl?
A. Every place that sells ssl's has a different transfer procedure. You will need to ask the supplier you purchased it from.
Subdomains
Q. READ THIS BEFORE SETTING UP A SUBDOMAIN!
A. To create a sub domain cpanel asks for the name you wish to use. MAKE SURE the subdomain name you give it doesn't have a folder already named that name. If it does the sub will not work. Example... I want to create the subdomain test.hostgator.com so my sub name is going to be test. If I already have a folder in my ftp named test I need to delete it or rename it to something different before I create the subdomain with the test name from cpanel.
Q. What is a subdomain?
A. www.domain.com is a domain name. A subdomain is anything that replaces the www in a domain name.forum.aol.com is a subdomain. www.forum.aol.com is not a subdomain.
Addon Domains
Q. What is an addon domain?
A. An addon domain is a fully functional domain that will work out of a folder in your main sites ftp.
Q. READ THIS BEFORE SETTING UP AN ADDON DOMAIN!
You cannot create an addon domain if your dns hasn't proprograted to the server already. So after you change the sites dns you are trying to add you will need to wait 24-48 hours before attempting to create your addon domain.
A. There are three fields cpanel asks for when creating an addon domain.
1. "New Domain Name:" You will put in the newdomain.com do not put www in the name!
2. "Username/directory/subdomain Name:" This will be the folder cpanel creates in your main accounts ftp. MAKE SURE that the name you give it doesn't already have a folder. Example... If you want to give it the username chris. You cannot have a folder in your account named chris already. If you do and still try creating the username for the addon domain to be chris you will mess a lot of things up!!!
3. "Password:" fill in any password you want here.
Q. Help I added an addon domain why did it say subdomain added?!!?
A. It creates it as a subdomain by creating the folder within your main sites ftp. Please ignore this! It is a fully functional domain name. It is only called a subdomain when in fact it is an addon domain.
.HTACCESS QUESTIONS:
What is .htaccess?
Important Note: Do not edit the .htaccess file if you are using MS Frontpage! Frontpage uses the .htaccess file, and editing it may cause errors in your configuration.
The .htaccess file can be placed in one or more of your /$user/$domain-www subdirectories. Among other things, this file can be used to restrict access to other files and web pages. When a request for a web page is made, the web server first checks for an .htaccess file. The server begins this check by looking for .htaccess in the root of the current web directory, and on down the directory tree until it reaches the directory where the requested file resides. Since the placement of the .htaccess file determines when it is executed, this fact can be used to restrict access only in certain subdirectories.
Can I edit the .htaccess file if I am using FrontPage?
If you're running FrontPage, you cannot custom-edit the .htaccess file. You'll either create a security hole or break FrontPage. There are no other options. This includes ANY .htaccess file in your domain, including one in the cgi-bin. [Having said this, please note that an .htaccess file may be used in any directory within the webspace that is not owned by the user; for example, a directory owned by root.]
Email Troubleshooting guide
Here's a brief troubleshooting guide to setting up email. 99% of all email issues result from improper settings on the client's email program. Be sure to follow through this troubleshooting guide, before you submit a ticket to the helpdesk.
Troubleshooting Step 1.
Make sure that the domain that is having email issues, has not expired. If the domain registration has expired, you won't have email access for that domain.
Troubleshooting Step 2.
Some ISP's actively block port 25 to other servers other than their own. The symptom of this would be a Time out when attempting to connect to our smtp server via your ISP's connection.
What should you do? Contact your ISP first to establish this if you are getting time out messages and the connection is not being made to our servers.
If your ISP is blocking port 25, then we can enable exim to run on port 26, or you can simply change your outgoing mail [SMTP] to your ISP's mail server [mail.yourISP.com] in order for you send mail through your ISP.
To change to port 26, check your Outlook Express "Advanced" tab. You'll see SMTP set to 25, so just change that to 26, and you're right to go! 
Troubleshooting Step 3.
Make sure that the email account's username does not contain any capital letters. So this is wrong - Barry@mydomain.com and this is correct - barry@mydomain.com
Troubleshooting Step 4.
If you are having problems sending email to a specific domain, which is on another server than your account that you are sending the email from, make sure that you have not setup that domain on the same server that you are sending from.
Troubleshooting Step 5.
Make sure that the domain having email problems, is fully propagated and using the correct nameservers for their DNS. You cannot use email before the domain is propagated.
Troubleshooting Step 6.
Make sure that the domain that is having email issues, has enough disk space assigned to it. If your domain is over its allotted disk space, then this will cause email issues. You can check to see the domain's disk space by accessing your cpanel >> "Quota" and then contact us to raise the disk space on that domain, by going to the next plan up.
Troubleshooting Step 7.
Also make sure that the email account has enough email disk space assigned to it. This is the amount of disk space that you have created your email account with. So check in your Cpanel >> "Mail Management" >> "POP Email Accounts" >> then click on the Edit Quota link
Troubleshooting Step 8.
Make 100% sure that you have not edited the username or the domain name for that domain, in the "Modify an Account" feature. If you did edit the username or domain name, using that feature, you will have problems with certian aspects of that domain, such as email. We will need to delete that domain and you will have to recreate it.
If this applies to you, then send an email to hosting@i-net.com.au for recreation of account
Troubleshooting Step 9.
Access your cpanel and check passwords and email accounts. Setup that email account in another Email program and run tests to and from that account.
Troubleshooting Step 10.
Make sure that you tick the box that says "My server requires authentification" as follows -
Troubleshooting Step 11.
Make sure that you have your full email address as your username here -
Troubleshooting Step 12.
Make sure that you have the correct domain name in the mail.yourdomain.com as per -
Troubleshooting Step 13.
Make sure that you have the correct password that you entered when setting up the account as per -
Here's some info if you're using Eudora -
Eudora images - © 2002 Zoomer (zoomer @ eiox.com). All Rights Reserved.
Troubleshooting Step 14.
If you have checked all your settings, followed the above 14 steps and your email is still not working, contact us on hosting@i-net.com.au and we'll troublshoot the issue for you.
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