Network Online | Knowledge Base

Installing OSCommerce

Administrator — Wed, 15 Apr 2009 18:44:00 GMT

Abstract: Before you start, please note...

The instructions that follow are ONLY for dedicated servers or vps servers that were configured after 1 April 2009.

This application may work on servers or vps's installed before this date but no guarantee is given.

Before installing OSCommerce - some information

The basic install of OSCommerce is relatively simple but there are just a couple of steps at the end of the installation that require attention and which need to be carried out carefully. However, nothing is particularly difficult and if the instructions are followed closely you should be able to install and use OSCommerce without any difficulty.

The following instructions are designed for OSCommerce V2.2 RC2a

Download the files from the OSCommerce web site

The web site can be found at http://www.oscommerce.com/solutions/downloads to you PC
Unzip the files.

Unzip the files to a location on your PC
Upload the files to the directory on your web site

NOTE: You only need to upload the files in the "catalog" directory. The other files are simply directions and help files for installation -

Installing B2Evolution

Administrator — Wed, 15 Apr 2009 13:47:00 GMT

Abstract: Before you start, please note...

The instructions that follow are ONLY for dedicated servers or vps servers that were configured after 1 April 2009.

This application may work on servers or vps's installed before this date but no guarantee is given.

The following instructions are designed for b2Evolution V2.4.6

Download the files from the b2Evolution web site

The web site can be found at http://b2evolution.net/downloads/index.html to you PC
Unzip the files.

Unzip the files to a location on your PC
Upload the files to the directory on your web site

NOTE: You only need to upload the files in the "blogs" directory. The other files are simply directions and help files for installation - you don't need them.

Upload the files to the appropriate directory. In our case, we created a folder called "b2evolution" and uploaded the contents of the "blogs" directory there.

A video tutorial is available at http://www.network-online.co.uk/help/tutorial_helm3_user.aspx (Create an FTP Account) on how to create an FTP account. A default FTP account should exist for your domain

A video tutorial on how t

Introduction to Installing PHP Open Source Applications

Administrator — Wed, 15 Apr 2009 13:45:00 GMT

Abstract:

The instructions that follow are ONLY for dedicated servers or vps servers that were configured after 1 April 2009.

These applications may work on servers or vps's installed before this date but no guarantee is given.

If you want to be sure that these applications will run correctly on your server or vps, please contact support@network-online.co.uk and ask for your server or vps to be upgraded to the latest PHP Environment. Please note: there may be a charge for carrying out this process.

Write Permissions for web site files or directories

Administrator — Sat, 11 Apr 2009 23:38:00 GMT

Abstract:

All web sites on each server operate within their own anonymous user account. This means that we can safely set permissions for this user account, on all domain directories, to "write". You do not need to ask for write permissions to be enabled on any directory since they already exist.

Is PHP supported on Windows?

Administrator — Tue, 07 Apr 2009 14:28:00 GMT

Abstract:

At the moment (April 2008) both PHP4 and PHP5 is supported on all Windows servers. This will change over time when PHP6 is released and PHP4 is no longer supported. You can select what version of PHP to use for each individual domain from within the Control Panel.

Update (7 April 2009)

From 1 April 2009 all new installations will only have PHP5 enabled. PHP4 will no longer be supported on new set-ups or accounts.

If your server or VPS is updated to the latest PHP Environment only PHP5 will be supported.

Installing Gallery2

Administrator — Tue, 07 Apr 2009 11:36:00 GMT

Abstract: Before you start, please note...

The instructions that follow are ONLY for dedicated servers or vps servers that were configured after 1 April 2009.

This application will not work on servers or vps's installed before this date.

Installation Process

The installation of Gallery V2.3 is a relatively long one. However, it is not too complicated and if you follow the instructions carefully you will be able to install this application successfully.

Installation Instructions

The following instructions are designed for Gallery 2.3

Download the files from the Gallery web site

The web site can be found at http://codex.gallery2.org/Downloads to you PC

You want to download the files for Gallery2, not Gallery1.
Unzip the files.

Unzip the files to a location on your PC
Upload the files to the directory on your web site

A video tutorial is available at http://www.network-online.co.uk/help/tutorial_helm3_user.aspx (Create an FTP Account) on how to create an FTP account. A default FTP account should exist for your domain

A video tutorial on how to up

Installing Magento

Administrator — Mon, 06 Apr 2009 22:20:00 GMT

Abstract: Before you start, please note...

Magento requires ISAPI_Rewrite (or equivalent) software to be installed on a server before it will run. This software is NOT installed on any server by default.

The instructions that follow assume that ISAPI_Rewrite (or equivalent) is installed and configured for Magento, and that the server has been prepared with the latest PHP Environment for our servers. ONLY dedicated servers or vps servers that were configured after 1 April 2009 meet the requirements for the latest PHP Environment.

If you want to be sure that this application will run correctly on your server or vps please contact support@network-online.co.uk and ask for your server or vps to be upgraded to the latest PHP Environment and to discuss the installation of ISAPI_Rewrite (a commercial component). There may be a charge for carrying out this process.

Performance Issues and Hardware Requirements

Magento is an enterprise-class piece of software and can be extremely demanding on the hardware. Work is being done by the developers to improve performance but it may seem slow in comparison to some applications. However, it has many fantastic features and may be worth sticking with.

Given the demands this software places on the hardware we recommend that your VPS or dedicated server has a minimum 2 cores available to run this application and that it is the only application that runs on your VPS or Dedicated server.

Installation Issues

The install of Magento (on a suitably prepared server or VPS) is slightly more complicated than many applications, but if you follow t

Installing Joomla

Administrator — Mon, 06 Apr 2009 22:18:00 GMT

Abstract: Before you start, please note...

The instructions that follow are ONLY for dedicated servers or vps servers that were configured after 1 April 2009.

This application may work on servers or vps's installed before this date but no guarantee is given.

The following instructions are designed for Joomla V1.5.10

Download the files from the Joomla web site

The web site can be found at http://www.joomla.org/download.html to you PC

Please download the "Full Package" version if installing this for the first time.
Unzip the files.

Unzip the files to a location on your PC
Upload the files to the directory on your web site

A video tutorial is available at http://www.network-online.co.uk/help/tutorial_helm3_user.aspx (Create an FTP Account) on how to create an FTP account. A default FTP account should exist for your domain

A video tutorial on how to upload files via FTP is available at http://www.network-online.co.uk/help/tutorial_ftp.aspx
Create a MySQL Database and User

A video tutorial is available at http://www.network-online.co.uk/

Installing CMS Made Simple

Administrator — Mon, 06 Apr 2009 22:18:00 GMT

Abstract:

Before you start, please note...

The instructions that follow are ONLY for dedicated servers or vps servers that were configured after 1 April 2009.

This application may work on servers or vps's installed before this date but no guarantee is given.

Download the files from the CMS Made Simple web site

The web site can be found at http://dev.cmsmadesimple.org/project/files/6 to you PC

The files to download are the ones called "cmsmadesimple-1.5.3-base.tar.gz" (these may have been updated since this instruction was created. Download the latest version)
Unzip the files.

You may require an unzip tool such as Winzip (www.winzip.com) to unzip this type of file
Upload the files to the directory on your web site

A video tutorial is available at http://www.network-online.co.uk/help/tutorial_helm3_user.aspx (Create an FTP Account) on how to create an FTP account. A default FTP account should exist for your domain

A video tutorial on how to upload files via FTP is available at http://www.network-online.co.uk/help/tutorial_ftp.aspx
Create a MySQL Database and User

A video tutorial is available at
Installing Wordpress

Administrator — Mon, 06 Apr 2009 22:17:00 GMT
Abstract: Before you start, please note...
The instructions that follow are ONLY for dedicated servers or vps servers that were configured after 1 April 2009.
This application may work on servers or vps's installed before this date but no guarantee is given.
If you want to be sure that this application will run correctly on your server or vps please contact support@network-online.co.uk and ask for your server or vps to be upgraded to the latest PHP Environment. There may be a charge for carrying out this process.
The following instructions are designed for Wordpress V2.7.1
1. Download the files from the Wordpress web site
  
  The web site can be found at http://wordpress.org/download/ to you PC
  
  Please download the "Full Package" version if installing this for the first time.
2. Unzip the files.
  
  Unzip the files to a location on your PC
3. Upload the files to the directory on your web site
  
  A video tutorial is available at http://www.network-online.co.uk/help/tutorial_helm3_user.aspx (Create an FTP Account) on how to create an FTP account. A default FTP account should exist for your domain
  
  A video tutorial on how to upload files via FTP is available at http://www.network-online.co.uk/help/tutorial_ftp.aspx
4. Create a MySQL Database and User
  
  A video tutorial is available at http://www.network-online.co.uk/help/tutorial_helm3_user.aspx (Create a MySQL DB).
  1. Please ensure you have sufficient MySQL Resources in your hosting or reseller plan. If you do not, you will receive an error when attempting to create the database.
  2. Log into the HELM database and go to the appropriate domain you want to add a database for.
  3. Click on the "Database Manager" Icon.
  4. When the "Databases" page opens it will show a list of existing databases. To add a new database click on "Add New"
  5. Select the type of database (MySQL in this case), add a database name, and click on "Save"
    
    Note: Try to select a unique database name that will make it obvious who the database belongs to and what application the database is being installed for. If you don't, and you create several databses, you may forget what database has been created for what web site.
  6. When the database has been created you need to add a new user to access this database.
    
    Click on the "Add New" button to add a new database user.
    
    Note: Take a note of the database location IP. You will need this address when creating database connections.
  7. Add the "Database Username" and a password for this user.
My customer tells me their emails are being rejected, what is wrong?

Administrator — Tue, 29 Jul 2008 15:08:00 GMT
Abstract:
If your customer is unable to send emails to you or is receiving error messages, please check the list below for what these error messages mean.
Our email servers are designed to try to reduce the amount of SPAM you receive.
Now that we've upgraded most of our servers to Smartermail, it is extremely unlikely that an email will be rejected since we use other methods to assess the probability that an email is SPAM. However, anyone who has elected not to upgrade to our Smartermail servers and is still using Mailenable may receive rejection messages.
What follows is a list of error messages that are returned when people attempt to send an email to our Mailenable Servers.
MAILENABLE ERROR MESSAGES
This document describes the error messages that are sent back to the sender, tells you what they mean, and explains any solutions or work-arounds that are available. The following descriptions are for the error messages that our email server returns. Other email servers may return different errors, although it is likely the error codes (e.g. 501) will remain the same.
If anyone says that they can't send an email to you, ask them what error message they received and check the list below before you contact support. Tracing email logs is an exceptionally time-consuming business and usually takes over 1 hour to complete.
Every one of the following error messages were found in our email server logs (many of them were found serveral times) within the first 5 minutes of a typical day.
501 Your domain does not seem to be valid. Could not find MX record for your domain.
- What it means
  
  The domain in the "from" address of the email does not have an email record. This means that you could not reply to the email, and if you can't reply to the ema
I can''t see my website!

Administrator — Mon, 23 Jun 2008 17:49:00 GMT
Abstract:
If you, or someone else, claims that they can't see your web site, please make sure that a traceroute is carried out before contacting support, and then send the results of the traceroute to support.
This is how to do a traceroute from Windows:
1. Click on "Start"
2. Click on "run" - if you can't see it, try looking in "All Programs | Accessories | Run"
3. Type: cmd
4. When the screen opens, type: cd desktop
5. type: tracert <destination> > trace.txt e.g. tracert network-online.co.uk > trace.txt
This will run a traceroute and will output the results to a file on your desktop called "trace.txt"
How do I do a Traceroute?

Administrator — Mon, 23 Jun 2008 17:45:00 GMT
Abstract:
If you need to do a traceroute to resolve any network problems, or if support ask you for one in response to a support request, this is how you do it from Windows
1. Click on "Start"
2. Click on "run" - if you can't see it, try looking in "All Programs | Accessories | Run"
3. Type: cmd
4. When the screen opens, type: cd desktop
5. type: tracert <destination> > trace.txt e.g. tracert network-online.co.uk > trace.txt
This will run a traceroute and will output the results to a file on your desktop called "trace.txt"
When I view my website or subdomain I get a message saying "Directory Listing Denied"

Administrator — Thu, 29 May 2008 11:41:00 GMT
Abstract:
This is a legitimate message from IIS which means that the web site is actually working - so that is a good thing!
The most likely cause of this error is that IIS can't find a default document to display. There are two things you should check.
1. Have you loaded any files to the web site? If you haven't this is most likely going to be the problem
2. IIS doesn't recognize the default document or can't find one.
  
  The "default document" for a web site (or subdomain, or directory) is the file that is displayed when no filename is requested. For example, when someone types your domain (http://www.yourdomain.com) they haven't specified what file they want to view, so IIS will display the default document if one is specified within IIS.
  
  If you have loaded files to your web site or subdomain, you need to make sure that IIS knows what file (or files) are to be considered as "default" documents.
  
  To check/fix this....
  1. go to the appropriate domain within the HELM Control Panel
  2. Click on the "Web Site Settings" icon
  3. When the page opens up, you will see a box called "Default Docs:"
  4. Add the appropriate default document in there e.g. index.htm, or index.html, or default.htm. You can add as many as you like.
  The order of this list is important...
  
  Documents higher up the list have priority over documents lower in the list.
  
  This means that if you have index.htm and index.asp listed as your default documents, and both these files exist in the same directroy, the web site will display the file that is listed first.
I can''t connect to the MySQL shared database server?

Administrator — Thu, 22 May 2008 12:29:00 GMT
Abstract:
If you can't connect to the MySQL shared database server, there could be a number of reasons. Here's some things to check.
1. Is there a monitoring error for this service? Check the monitoring reports (there is a link within HELM) which will tell you if there is any problem.
2. Can you administer the database from the PHPMyAdmin console. If you can, the database is working correctly.
3. Check your connection string. Very often there are errors in the connection string so you want to be absolutely sure this is correct.
4. Check firewall ports. If you are maintaining your own server, check that the appropriate ports are open at the firewall
If none of these work, you may have to contact support.
If you do contact support, please make sure you provide them with the necessary information, including:
5. Who you are, your account number (or HELM Login name) just so that they can identify you.
6. What domain you are attempting to connect from
7. What the problem seems to be. Try to be specific.
7. The exact error message you are receiving - if any.
8. A link to a page where they can view this error. Don't forget to include Login information if it is relevant
9. The page where the connection string is located so they can double-check it
Using our Support System

Administrator — Wed, 16 Apr 2008 17:41:00 GMT
Abstract: Our support team work extremely hard and are available to assist you with any problems you might be having with our services. To make sure they can help you as quickly as possible, here's some guidelines on how to deal with support effectively.
1. Provide as much information as you can that might be important.
  - Always give information such as your username, what server you are on, and the web site.
  - If the issue is to do with a connection problem or the unavailability of a site or service, please supply a traceroute for that site (see - http://kb.network-online.co.uk/article.aspx?id=10040)
  - Be sure that you can replicate the problem and describe what circumstances cause it.
  - Open a new ticket for each individual issue you are having. If you are having two problems send two emails, don't combine them into a single email.
  - Don't spam support with a million things all at once.
  - Send your support inquiry to our support@network-online.co.uk address and never to an individual employee, since that employee may not be available on a given day.
2. Be helpful when asking for help
  Nothing is more frustrating than receiving a support email that consists of nothing but "Help! My web site is down!".
  
  Our Support Team can receive lots of emails in a given day, and they don't necessarily know who you are or what the address of your web site is. Whoever answers this email will now have to respond and ask what the web site address is and exactly what the problem is. Also, it may cause a delay because if anyone else is experiencing a problem, and they provide enough detail about what their problem is, they will be dealt with before your request will be answered.
  
  The support rep doesn't know what "down" means. It could be any number of problems: no connectio
What is a traceroute?

Administrator — Wed, 16 Apr 2008 17:33:00 GMT
Abstract:
When you browse the internet there is a connection made between your PC and the server on the internet that contains the information you are looking at. Your connection is likely to travel through a number of different points on the way from your PC to the destination, and when you carry out a traceroute it displays all the different points that your connection passes through.
Traceroute information can be extremely useful because it can highlight network problems or areas where the network is slow. For instance, if you are unable to connect to your web site you may assume that the server is unavailable, but if you carry out a traceroute the results may show you that you can't connect because there is a problem somewhere else on the internet and that the route to your web site is unavailable from your location which would mean that the problem doesn't lie with our servers but with your connection (which is outwith our control).
If you ever have a problem connecting to any service, you should always carry out a traceroute and send the results with your support request.

How up-to-date are the web site statistics?

Administrator — Wed, 16 Apr 2008 17:29:00 GMT
Abstract: If you are using our centralized statistics programme, the statistics are updated from the log files every 30 minutes, so any information displayed on the statistics server will be a maximum of 30 minutes old but in most cases it will be much newer.

Can I download my web sites log files?

Administrator — Wed, 16 Apr 2008 13:46:00 GMT
Abstract:
You can.
If you are connecting via FTP you will see a directory called "Logs". The log files for your web site are located within this directory and they can be downloaded via FTP
We automatically zip any log files that are more than 7 days old, and delete any log files more than 30 days old. Any standard "Zip" programme should be able to unzip older log files.

Database Connection Strings

Administrator — Mon, 07 Apr 2008 13:55:00 GMT
Abstract: Rather than repeat everything here, there is an excellent site that shows the connection strings for all sorts of databases and files. You can find this at http://www.connectionstrings.com/
How to move email accounts to new primary email service

Administrator — Wed, 02 Apr 2008 14:53:00 GMT
Abstract:
Our new primary email service operates Smartermail with Declude software. This combination provides a very fast email service along with high levels of spam and anti-virus detection. If you still have email accounts located on the Mailenable email servers we would recommend that you transfer your email accounts to the new email service.
Please note: if you do ask us to transfer accounts to the new email service we are unable to transfer any emails that are stored on the existing email server.
There are a number of different ways we can transfer accounts to the new email server, but the following is probably the easiest and quickest. Here is what you need to do.
1. Tell us what domain(s) you want to transfer.
  We need to transfer a whole domain at once. We cannot transfer some email accounts from a domain and leave others.
2. Arrange a date and time for the transfer to happen.
  This is important because you need to do a final check for existing email messages just before we start the transfer process.
  
  This is the end of your involvement in the process.
To arrange the transfer please contact Support and tell them what date and time would be suitable. Please provide us with a date and time at least 24 hours in advance of when you want the domains moved. It is best to arrange to move only 2-3 domains at a time.

At the pre-arranged time, this is what we do
1. Disable your existing account
  We disable the existing account because we do not want it to collect any more emails for you. No incoming emails will be lost because our backup email servers will continue to accept emails on your behalf and then forwared them to the new email server when your account is ready.
  
  If you attempt to send or collect emails at this point, you will r
How do I change my Webmail password?

Administrator — Wed, 26 Mar 2008 00:28:00 GMT
Abstract:
You can change your webmail password in the Control Panel.
1. Log into Control Panel
2. Click on "Domains"
3. Click on the appropriate domain
4. Click on "POP"
5. Choose the appropriate POP account
6. Highlight the password textbox and enter your new password
7. Confirm the password
8. Save your changes
Don't forget that when you change the password for a POP account you will also need to update the password any email client you have that downloads emails from that account.

Can I run mailing lists on your servers?

Administrator — Wed, 26 Mar 2008 00:22:00 GMT
Abstract:
We don't allow any mailing lists to be sent from any of our servers. All new customers are placed on Smartermail email servers that have Declude software installed. Declude provides an anti-hijack system, and anyone sending out too many consecutive emails will automatically have their outgoing emails stopped and held within a "holding" directory once they reach the set thresholds. This will be a permanent situation which means that ALL emails from that domain will be stopped and held after the threshold is reached.

The anti-hijack thresholds are set so that they should not interfere with normal email delivery but they will shut-down anyone attempting to send too many emails within a specific period of time.

Small lists of less than 100 users will not be affected, but these small lists must operate a double (or confirmed) opt-in method of authentication. If you have obtained your mailing list from an affiliate or partner, or purchased the mailing list from a third party, then this would be unacceptable.

To operate a double opt-in, the person signing up must be made aware what they are subscribing to, and they must give you explicit permission to send them emails.This means that they must sign-up for your mailing list via your domain, and not that of another party.
You should also have an opt-out link on the bottom of each and every mailing that allows a subscriber to opt-out without having to email you back and request so manually.
Also, if you log the submission, verification, as well as request for removal, you will make managing the list much easier and avoid being reported as a sp

How are invoices sent out?

Administrator — Wed, 26 Mar 2008 00:16:00 GMT
Abstract:
All invoices are sent by email from billing@network-online.co.uk and your invoice is attached to the email as a PDF document.
It is your responsibility to ensure that you can receive emails from billing@network-online.co.uk and that you can read documents sent to you in that format.
If you have anti-spam software you may need to make sure our billing address is added to your "whitelist" or "trusted senders" list, and that you do not filter out PDF documents from our billing address.

How quickly are support requests dealt with?

Administrator — Wed, 26 Mar 2008 00:14:00 GMT
Abstract:
Our target is to answer and close all support requests within an average time of 6 hours, but our figures show that most support requests are answered and closed within 30 minutes of being received.
Support requests are assigned an internal priority when they are received and are dealt with in order of priority. Low-priority support requests such as lost password enquiries will always take longer than support requests where a server or service is unavailable.
If you think a service is unavailable please check our online monitoring reports - there is a link in the HELM Control Panel and on our Web Site.
If our monitoring reports show the service is working, but you are unable to connect, in most cases it will be an error at your end or with your ISP. If our monitoring reports show that a service is shown a "down" then you can be sure that support are working on fixing the problem as quickly as possible. There is no need to contact support for an update because all that will do is slow down the amount of time it takes to fix the problem. If it appears that any downtime in a service may be extended we will send an email to everyone to let them know.

What is the address for......

Administrator — Tue, 25 Mar 2008 12:51:00 GMT
Abstract:
Here is a list of the addresses and IPs (if relevant) for some of our centralized services.
Control Panel
IP: http://82.113.135.42
Common URL: http://nsnetwork.net
Your URL: http://control.<yourdomain.com>
Statistics Server
IP: http://82.113.143.22
Common URL: http://stats.network-online.co.uk
Your URL: http://stats.<yourdomain.com>
Support Tickets
Email: support@network-online.co.uk
Common URL: http://support.network-online.co.uk
Mailenable Email Server
IP: 82.113.135.53
Server Name: mail.nsnetwork.net

Smartermail Email Server
IP: 82.113.143.20
Server Name: mail3.nsnetwork.net

Backup Email Server
IP: 82.113.139.235
Server Name: mail4.nsnetwork.net
DNS Servers
ns1.nsnetwork.net (82.113.135.39)
ns2.nsnetwork.net (82.113.137.132)
ns3.nsnetwork.net (82.113.143.21)
ns4.nsnetwork.net (82.113.139.236)
Webmail: Mailenable
IP: http://82.113.135.53
Common URL: http://mail.nsnetwork.net
Your URL: http://mail.<yourdomain.com>
Webmail: Smartermail
IP: http://82.113.143.20
Common URL: http://mail3.nsnetwork.net
Your URL: http://mail.<yourdomain.com>
Cacti Traffic Reports (MRTG Statistics)
URL: http://traffic.network-online.co.uk/cacti
Monitoring R

How do I set up my FTP Client?

Administrator — Tue, 25 Mar 2008 12:20:00 GMT
Abstract: It's pretty easy. You can check out our animated tutorials at http://www.network-online.co.uk/help/tutorial_ftp.aspx for information on how to set up some of the most common FTP Clients. Even if your own particular FTP Client isn't listed, the actual process will probably be very similar.

What software do I need to use FTP?

Administrator — Tue, 25 Mar 2008 12:16:00 GMT
Abstract:
To use FTP you will need what is know as an FTP Client. There are a number of different FTP Clients you can use from the excellent CuteFTP to free versions that are available.
Please check out our animated tutorials at http://www.network-online.co.uk/help/tutorial_ftp.aspx for information on how to set up your FTP client.

What email clients can I use with my service?

Administrator — Tue, 25 Mar 2008 12:10:00 GMT
Abstract: You can use pretty much any mail client you like with our mail service. Clients such as Eudora, Outlook, and Outlook Express, and Thunderbird are the most popular

Help, my email isn''t working!

Administrator — Tue, 25 Mar 2008 11:51:00 GMT
Abstract:
Try to be specific. What isn't working? Are you unable to send emails or receive emails, or both? Sending and receiving emails are two completely different processes and one may work while the other doesn't.

Here are some solutions to common email problems.

1. Always double check your password
2. the username would be <username>@<domain.com>
3. smtp and pop3 = mail.<domain.com> or the IP assigned to you in your setup email
4. make sure SSL / Secured Socket Layer option is not selected
5. Make sure 'my server requires authentication' is CHECKED.

If you're not sure about the above, check out the animated tutorials at http://www.network-online.co.uk/help/tutorial_email.aspx

If everything seems to be OK, check the account has actually been created in HELM (yes, it does happen!)

If you are no further forward then....

Login to webmail, and check whether you can receive and send emails from there. If you can, and your email was working before, then the problem is either with your ISP or your client is not properly setup. Please double check the first group of solutions to make sure the client is properly setup.

If you can't log into Webmail with your details then either:

1. The account doesn't exist
2. The username or password is wrong.

If you are unable to send/receive mail with Webmail, please contact support and we will have a look for you. When you contact support please make sure you include any error messages you are receiving, and all

What Database Servers are available?

Administrator — Tue, 25 Mar 2008 09:11:00 GMT
Abstract:
We have a number of shared database servers that are available. All of these database servers run on dedicated hardware and do not share resources with other systems such as web servers. The database servers we have include:
MySQL 5.0
MS SQL 2000 SP4
MS SQL 2005
The MS SQL 2005 database server is a HA (high-availabilty) pair of clustered servers designed to give you guaranteed uptime, reliability, and performance. The system can be scaled out to 8 individual servers if required.
All of these servers can be accessed from behind the firewall. There is a web-based interface for MySQL 5.0 and MS SQL 2000 databases. We do provide remote access to MS SQL 2005 databases if you are able to connect from a fixed IP. If you don't have a fixed IP you will need to use the web based interface.
All MS SQL databases are backed up to our backup servers. We do not backup MySQL 5.0 databases and it is recommended that you take regular backups of any MySQL database.

What Web Statistics programmes do you have available?

Administrator — Tue, 25 Mar 2008 09:01:00 GMT
Abstract:
We have a dedicated, and centralised, statistics server that runs Smarterstats Enterprise. If you have Web Statistics resources available with your hosting plan you can add this service from within HELM. Please refer to the appropriate Animated Tutorial on how to enable the statistics service for your hosting plan.
If you do not have a statistics resource enabled, you can request this service by contacting billing or support who will enable the appropriate number of resources that you pay for.
If you are not using HELM Control Panel, statistics resources can still be added for you. Please contact billing or support for prices to enable this service for your domain(s).

How do I access the Raw Log Files?

Administrator — Tue, 25 Mar 2008 08:56:00 GMT
Abstract:
Your Raw Log Files are located in the folder called "Logs". You can see this directory when you log in via FTP.
Your Raw Log Files are deleted automatically after 30 days to save space so you must download the files before they are deleted if you wish to use them.

I''ve forgotten my FTP password!

Administrator — Tue, 25 Mar 2008 08:45:00 GMT
Abstract:
You can reset your FTP Password in the Control Panel. If you are unable to reset your password you can contact your provider and ask them to reset the password for you.
Resetting lost passwords is a low priority support request and will be dealt with in an appropriate time frame.

Why does my FTP Client get disconnected after 300 seconds?

Administrator — Tue, 25 Mar 2008 08:43:00 GMT
Abstract:
The default settings on our FTP server disconnect any FTP session that is not active for more than 300 seconds. This helps to keep connections clear for other users.

What is FTP?

Administrator — Tue, 25 Mar 2008 08:40:00 GMT
Abstract:
FTP (File Transfer Protocol) is the most common method of uploading files for your web site.

What do I need to use FTP?

To use FTP you will need a software programme called an FTP client. An FTP client allows you to select files from your computer and upload them to your web space by connecting to our FTP server. It also allows you to select files from the server and download them to your computer.
When you upload or download files the file is copied to the destination, it is not deleted.

There are several FTP clients to choose from. Most of them have very similar functionality and what one you use is down to personal preference. The most common FTP Clients are:

1. WS_FTP Home
2. Cute FTP
3. FTP Voyager
Connecting to the FTP server

You will need to know three things to connect to your site using FTP:
The FTP Address for your website.
Your FTP Username
Your FTP password
FTP Address
The FTP address for your website is:ftp.yourdomain.com e.g. ftp.network-online.co.uk

You can also use the IP address which is 82.113.135.40
FTP Username
The FTP username is your website e.g. network-online.co.uk
FTP Password
The FTP Password is the same as the Control Panel password when the FTP account is first created.

You can change the FTP Account password in the Control Panel
The FTP Site Structure

Where is the Control Panel and how do I access it?

Administrator — Tue, 25 Mar 2008 08:37:00 GMT
Abstract:
The control panel is located at http://control.yourdomain.com but will only be available once your domain has resolved throughout the internet.

You can access the Control Panel at all times on the following addresses:

http://nsnetwork.net

or

http://82.113.135.42

The welcome email you receive upon sign up will include this information, as well as other account and login information. You should always refer to this email if you aren't sure how to use or access a service.
You will be prompted for a username and password to log into the control panel.

Why am I getting returns for emails that I never sent?

Administrator — Tue, 25 Mar 2008 08:36:00 GMT
Abstract:
Many spammers and viruses use random email addresses, or address that are stored in infected PC's, to send emails. This is usually done to make it appear that the email is from a legitimate sender, or even from someone you know.

Sometimes, they may send an email using one of your email addresses (this is known as "spoofing"), and all the rejections messages are sent back to you.

Unfortunately these emails can originate from open relays (SMTP Servers that don't require authentication), or the sender is using their own SMTP Servers, or else the email is sent from an infected PC without the PC owners knowledge, and it can be difficult to stop. In some cases you can trace the server the email originated from and complain to owner about the spam email, but how to do this is beyond the scope of our knowledge base.

Although we filter all emails arriving at our mailservers, and reject emails originating from open relays or addresses that are found in a number of Spam Lists, we can't eliminate ALL spam using these methods alone. It's also true that the returns you are receiving are probably from legitimate email servers that received the spoof email, so it isn't a fault of the server that is returning these message to you, it is the fault of the person who sent the message to them.
If email spoofing of your addresses is a problem there are a couple of things you can do to that might help to reduce the number of returns (or bounce's) that you receive, and help protect your domain from being added to an anti-spam list.
These are
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Help, I''ve lost my Control Panel password!!

Administrator — Tue, 25 Mar 2008 08:31:00 GMT
Abstract:
If you lose your password for the Control Panel, please use the following link to request a new one - http://www.nsnetwork.net/forgotPassword.asp. Your new password will be sent to the email address you use on the form.
When requesting a new password you must use a contact email address that is stored within the "personal details" section within the HELM System. If the email address you use to request a new password isn't stored within HELM as a contact email address, no password will be sent.
When HELM sends you the password it changes the original password and sends you a new one. The new password is the password for the Control Panel only: no other password is reset. If you have a number of different accounts that all use the same contact email address, HELM will send you a new password for every account where the email address you use for the request matches a contact email address in the "personal details" section of HELM.
We DO NOT KNOW what your Control Panel password is. It is encrypted with a one-way hash in the database and we cannot read it or recover it for you.

I can''t send emails using your Email Server

Administrator — Mon, 24 Mar 2008 19:06:00 GMT
Abstract:
The 5 most common reasons for this are:
1. You don't have an account or POP3 account set up
You must create a POP account before sending emails and use the username and password details to send emails. If you do not have the option to create a POP3 account then please contact your reseller directly if you think you should have email resources available on your account.
2. Wrong Password.
You are using the wrong password for your email.
3. Authentication
You must authenticate before you can relay (send) mail through our mailservers. This means that you must forward a valid username and password for your email account before our mailserver will accept your connection - this is called SMTP AUTH.

We use this system so that only authorized users can relay mail through our servers. If we didn't do this it would leave our server open to abuse by Spamers.

4. SMTP Port Blocked by ISP
Some ISP's are starting to block the SMTP port (port 25 blocking)so that you must use their email servers for sending emails. This usually isn't a problem and your email address will appear exactly the same as it already does.

Using you ISP can be quicker since you are already authenticated by being online through their system.
5. Your account is disabled or you have been automatically stopped from sending emails
It is possible that your ability to send emails has been disabled for some reason. If you think this is the case, please contact your reseller directly for more information AFTER you check the 4 other reasons.

Creating a Spam Filter in Outlook 2007

Administrator — Mon, 24 Mar 2008 19:00:00 GMT
Abstract:
What follows is a step-by-step on how to set up a filter in Outlook 2007 that moves any email marked as spam by the new email server to your "Junk E-Mail" folder. If you use another email client to collect your email, or an earlier version of Outlook, please read the help files on how to create filters. The process should be very similar to the one shown below.
PLEASE NOTE: This instruction is only applicable to domains using Smartermail as their primary email server.
Creating a Filter
1. Click on "Tools" in the menu and select "Rules and Alerts"
2. Click on "New Rule" in the "E-mail Rules" Tab
3. In the "Rules Wizard" that opens up, select the template in the top part of the screen called - "Move messages with specific words in the subject to a folder".
In the bottom section (Step 2: Edit the rule Description) of this screen click on the underlined words. In this case click on "specific words". This will open up a new screen (below)

4. Type in the words you want to filter. The new primary email server marks spam as either, [-SPAM-LOW-], [-SPAM-MED-], or [-SPAM-HIGH-]. We want to filter out ALL the emails that are marked as spam, so we enter the following phrase ....
If we only want to move the emails marked [-SPAM-HIGH-] to the junk mail folder then we would enter [-SPAM-HIGH-] in the first section.

5. Click on t

What is email forwarding?

Administrator — Mon, 24 Mar 2008 18:58:00 GMT
Abstract:
Email forwarding is a way for you to have email messages that are sent to one address automatically forwarded to a different address.
For example, your customers may send all of their requests for information to the email address information@yourdomain.com. You could set up your email so that all of the messages sent to that address are automatically forwarded to your personal email account at yourname@yourisp.com.

Network Online provides unlimited email forwarding accounts that can be set-up from the Control Panel

What is an autoresponder?

Administrator — Mon, 24 Mar 2008 18:08:00 GMT
Abstract:
An autoresponder is used to send an automatic email response to each incoming message that is sent to a specific address. An autoresponder is sometimes known as an "out of office" message.
For example, a potential customer may send an email to sales@yourdomain.com asking for information. You can create an autoresponder that automatically sends an email message back to the customer thanking them for their interest and letting them know that someone will contact them shortly.
At one time Autoresponder's were seen as a way to help you to improve your company’s image since your customers will know right away that you have received their email and that you are responsive to their needs.
However, email etiquette has changed due to the proliferation of SPAM, and most autoresponders are now viewed as more of a nuisance than a help. It is probably best if you don't use autoresponders, but if you do you are advised to use them very carefully.
Autoresponders can be set up in the Control Panel for all POP3 Email accounts. They can also be created in the webmail interface, but you should use the Control Panel to create them since this helps to keep everything synchronised if we need to move servers.

What is a POP (or POP3) Email Account?

Administrator — Mon, 24 Mar 2008 17:59:00 GMT
Abstract: POP3 (Post Office Protocol 3) is a protocol used for downloading email messages from an email server to your computer. With a POP3 email account, all of the email messages sent to your email address are stored on a POP3 mail server until you log on to the server and download the messages.

We provide access to POP3 email accounts with every hosting plan. You can use Webmail (a web-based email application) to view your messages online, or you can use a traditional email client such as Microsoft® Outlook®, Eudora® or Netscape® Communicator.

What are your POP and SMTP Addresses?

Administrator — Mon, 24 Mar 2008 17:56:00 GMT
Abstract:
All hosting customers have access to our POP and SMTP servers for sending and receiving email. Your POP and SMTP server addresses are easy to remember, and can be accessed through any standard mail client such as Outlook, Outlook Express, Eudora, etc.
If you are using our DNS Servers then your POP and SMTP servers are as follows:
POP Server: mail.yourdomain.com
SMTP Server: mail.yourdomain.com
If you are using your own DNS servers you will need to set up the information yourself.
NOTE: You must authenticate to send emails through our mailservers.

How do I access my Webmail?

Administrator — Mon, 24 Mar 2008 13:03:00 GMT
Abstract:
Webmail is accessed using http://mail.yourdomain.com once your domain has resolved.
To login you need your full email address e.g. user@yourdomain.com and your password.

What is your policy regarding SPAM?

Administrator — Mon, 24 Mar 2008 13:00:00 GMT
Abstract: We operate a zero-tolerance policy on SPAM. If any customer is accussed of sending spam and our investigation shows that, in our reasonable opinion, SPAM was sent, the account will be closed immediately for violating our Terms of Service and Acceptable Use Policy. If anyone sends an email that causes any of our IPs to be listed on a major anti-spam list, their account will be terminated immediately without refund.

Where should I install my MS Access Database?

Administrator — Mon, 24 Mar 2008 12:44:00 GMT
Abstract:
You should install your MS Access database in the folder called "DB" (you will see this when you login via FTP).
This directory is below the "site root" which means it is not available from the internet so cannot be downloaded directly from the internet.
DO NOT place any database in the wwwroot folder, or any folder within the wwwroot folder. This is not secure and would allow you database file to be downloaded from the internet if anyone knew the name of the files.

What is the largest database size I can have?

Administrator — Mon, 24 Mar 2008 12:41:00 GMT
Abstract: The largest MS SQL database size we allow on our shared servers is 500MB of datafiles and 200MB of log files. These figures were chosen so that no single database can overload our shared servers. If larger database sizes are required we can discuss solutions to this.

Network Online | Knowledge Base

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Installing Gallery2

Installing Magento

Installing Joomla

Installing CMS Made Simple

Installing Wordpress

My customer tells me their emails are being rejected, what is wrong?

I can''t see my website!

How do I do a Traceroute?

When I view my website or subdomain I get a message saying "Directory Listing Denied"

I can''t connect to the MySQL shared database server?

Using our Support System

What is a traceroute?

How up-to-date are the web site statistics?

Can I download my web sites log files?

Database Connection Strings

How to move email accounts to new primary email service

How do I change my Webmail password?

Can I run mailing lists on your servers?

How are invoices sent out?

How quickly are support requests dealt with?

What is the address for......

How do I set up my FTP Client?

What software do I need to use FTP?

What email clients can I use with my service?

Help, my email isn''t working!

What Database Servers are available?

What Web Statistics programmes do you have available?

How do I access the Raw Log Files?

I''ve forgotten my FTP password!

Why does my FTP Client get disconnected after 300 seconds?

What is FTP?

Where is the Control Panel and how do I access it?

Why am I getting returns for emails that I never sent?

Help, I''ve lost my Control Panel password!!

I can''t send emails using your Email Server

Creating a Spam Filter in Outlook 2007

Creating a Filter

What is email forwarding?

What is an autoresponder?

What is a POP (or POP3) Email Account?

What are your POP and SMTP Addresses?

How do I access my Webmail?

What is your policy regarding SPAM?

Where should I install my MS Access Database?

What is the largest database size I can have?