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Frequently Asked Questions
I am trying to signup my primary domain and getting a "DNS zone already taken" error? You need to select "Register a SERVICE domain" on the signup form when signing up your service domain. This is on the "domain types" page of the signup form. My domain name (or nameservers) are not coming up? Usually this is a DNS issue or propagation. Most commonly this is due to trying to use your virtual nameservers (called "server alias" on the H-Sphere system) without registering them at your registrar. You should also make sure that you have provided the registrar with the correct IP's and/or updated the nameservers for the domain after registering them. Other times it's just propagation. ns1.onnetsecure.net 65.61.155.178 I setup my service domain ok but get an error when adding accounts? The most common cause of not being able to add accounts is that you have changed the /home directory for a given hosting plan to a custom home directory but neglected to actually CREATE that directory on the server. This can be fixed by manually creating the directory or change back to the /local/home directory in the first page of the hosting plan itself. (Note: when this happens H-sphere generates an "internal error" that is sent to the support center). How do I transfer my domain name? You need to give either our nameservers (ns1.onnetsecure.net and ns2.onnetsecure.net) or your own server aliases to the registrar that holds the domain name and ask them to update them. Most often this can be done through your login control panel at your registrar. If you are registered your domain through a hosting company or third party and are unsure of the actual Registrar, you can find the top level Registrar by doing a whois lookup at the central domain registry: How do add additional domains under an existing account? This is done under the "domains" icon of the End User control panel. Click on "Domains" and then click on "add domain" (at the bottom of the edit page). You can also add some domains form the edit domain page. This is the same as the CP username and password by default and something the user assigns when they signup an account. However, for FTP, the username has an 8 character limit. This does show up in the end user control panel for the account, but many users do not notice that. Also, please note that each "account" on the H-Sphere system can have multiple domains, which sometimes creates confusion with users in terms of the ftp passwords. The same username and pw is used for the account itself and all domains under the account show up by domain name in the root folder. If a user wants to create separate logins for a specific domain without giving them their own account (CP), they would need to create an ftp sub-account using the "FTP/User" link in the end user CP. I can't ssh to my domain? Make sure you sent it in from your RESELLER control panel and not your Administrative or End User control panel. Your Reseller CP is the first one you entered and has our ValueReseller logo in the top left corner. If you send it from your Admin. or End User CP's your are sending tickets to yourself and our Techs will not see them. Can I register domain names through your system? Yes, you have the option of using our automated domain registration. You can set this up under the "Settings" --> "Domain Registrar" option of your Admin. Control panel. Your wholesale price is $15/year and you can set your own retail prices for your clients. Be sure that you also check the box to include "Domain Registration" when you setup your hosting plans. Domain can then be registered as part of the signup process when setting up accounts by selecing "Register New Domain" on the signup form. Email sales@valuereseller.com if a client needs an Enom sub-account setup. Do you have an example of a hosting plan chart that I can use on my website to sell my plans? Can I get a copy of the end user manual to upload to my site for my clients to use? Yes, you can download a zipped version at the following url under the "User Documentation" category: You can download the zipped version, customize it, and then upload to your website. Please make sure you are using your full email address for the username in outlook "whatever@yourdomain.com" (not just "whatever"). Also, be sure you have the "allow authentication" box UN-checked in your email client configuration. Where can I find the pre-installed scripts such as formmail, chat, guestbook, etc? Please see the "preinstalled scripts" link under "Web Options" in the end user control panel for this information and further instructions. How can my users access their webmail outside of the control panel? The can go to mail.theirdomain.com or mail1.theirdomain.com (depending on which mail server their accounts are on). Example: http://mail.valuereseller.com How can I secure my reseller control panel so the signup is secure?
(The same procedure would also be used for your customers when they want to get an SSL certificate for their domain but they would not get it for cp.theirdomain.com, just theirdomain.com) How do I make a domain secure?
How do I switch to a static IP and what is the cost of IP's? You can switch any domain by clicking on the the domain name in the end user CP and selecting "change to static IP." Please note that there is a monthly charge for static IP's ($3.50 if you have the Gold plan; $2.50 with Platinum; or $1.50 with Diamond) . The only time a static IP is required is for SSL certificates or for domains requiring anonymous ftp. Otherwise there is no functional difference between name-based and IP-based hosting on our system. What is an Email Alias? I can not collect email with Netscape Messenger? What do my settings need to be? Incoming Mail Server: mail.yourdomain.com What version or Perl are you running and what is the path to perl? The current version of Perl is 5.6.1. The url below displays all the information pertaining to Perl on our system. http://www.onnetsecure.net/cgi-bin/perldiver.cgi What version of PHP are you running? We are currently running 4.3.4. More info on PHP is at: http://onnetsecure.net/phpinfo.php I am getting an error that says "too many simultaneous users" for my MySQL database? Well, as a general rule, 100 allowed connections is plenty because that means that 100 simultaneous transactions can occur. This is negatively impacted by people who program using persistent connections which hang on alot longer, until the child process dies. I would consult with your client and find out how they are connecting to MySQL. PHP is a good example of this, some coders use: mysql_pconnect
This is a persistent connection that eats up valuable allowed connections. You should use:
mysql_connect
Whenever possible. Check with the client on their connection method. My guess is that either they, or someone else on the server is using persistent connections. All that being said, we can allow more, but if clients are using persistent connections, it is only a matter of time before these are used up. Is there way for me to give customers access to basic features without giving them a full end usder CP? Yes, you can provide the basics to these clients even if they are setup under your Service Account by giving them the following urls to access their basic features: FTP
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