Frequently Asked Questions
 
How to change my username, password or domain hosted?
You need to notify us of the changes. Call support (Rita) 303 452 1104


How can I check how much bandwidth or disk space I am using?

To check your disk space / bandwidth consumption, you can do it by checking the left column on your cPanel.


How do I transfer a website from my current provider to your hosting?
Your domain name has to be reset to our Name Server addrress. It is generally done where you purchased the domain. They usually also host it. Relative to the website: if your website is not using MySQL databases, moving your site is very easy. Simply upload all your files to the 'public_html' folder on our server. If you have a PHP based website, check if it has any configuration files where domain name or path to the files can be set. Update these values if needed.

I am a computer newbie. Will I still manage to setup my website here?
Yes, because we provide many scripts and links to website programs that are easy to work with. They install by just following directions and ready to use by newbies.
Check our control panel - it is easier to use than any other control panel in the industry - you can set up an email account in just one click of the mouse.


Are there any long time contracts?
Our offer is risk free. Unlike with most companies, you don't need to pay for 12 months (or even more). For example, you can choose to be billed every 30 days and cancel anytime. Moreover, if you decide to cancel your account within the first 30 days - you can request a full refund.


Domain Names / DNS


Can you host international domain names such as .co.uk, .de, etc.?
Because of new international copyright laws we have to stay with clients who write and speak English in the US and Uk.


How do I point my existing domain to your nameservers?
In order to point your domain name to our servers you will need to visit your domain registrar (the website where you registered the domain) and set the nameservers there.
This is a common process at all domain registrars and the function should be located in sections like 'DNS Management', 'Change Nameservers'. For specific help on changing the name servers at your domain registrar, feel free to navigate to their website's help section. Search for 'changing name servers' or 'changing DNS servers'.
Our nameservers can be found in Members Area -> List accounts -> Account Details. Please note that any other nameservers that are set on your domain at the domain registrar will need to be removed and replaced by our nameservers.
After you have updated the nameservers on your domain, it will take some time to propagate. Usually it starts working in 24 - 48 hours.
If you still have any trouble with setting the nameservers, please let us know the details to login to the domain registrar, and we will reset these settings for you.


Can I edit MX, CNAME, A records of my domain ?
You can change the MX records for your domain by navigating to cPanel -> MX Entry tool. If you need to edit any other DNS records (such as CNAME or A records) please use either the Simple DNS zone Editor or the Advanced DNS zone editor, both of which are located in your cPanel.


What are your nameservers?
Our nameservers can be found in Members area -> List accounts -> Account Details section. After you have updated the nameservers on your domain, it will start working within 24 - 48 hours.


Will my domain be registered in my own name?
Some devious web hosts, while offering to register a domain for you, legally register the domain in their own name. By registering your domain with Bravenet, you can be sure that the domain will be registered in your own name. The domain will become your own property and you can transfer it to any other company any time, if needed.


File Upload Questions


I cannot login to FTP. What should I do?
First of all, please make sure that you are using the correct FTP details (such as hostname, username and password).
If you are using your own domain, please make sure that it is pointing to our nameservers (the propagation takes 24-48 hours after nameserver update at the domain registrar). In this case you can use our server IP address as your FTP hostname. IP address can be found on the left tab in your cPanel.
If your domain is already resolving to our server and FTP connection still fails, please try to use the cPanel -> File Manager tool to upload your files or contact our support.


How do I upload my website?
Use the FTP client (download and install) or File Manager from the Control Panel to upload your files. All files must be uploaded directly to the public_html folder.
Also, there must be a file named index.html or index.php inside the public_html directory for the site to work properly. Note that file names are case sensitive.

What FTP software should I use?
We recommend using the Filezilla FTP client another alternative. It is free, easy to use, and can be downloaded from: http://filezilla-project.org/
To add, please make sure that you are using the correct FTP details (such as hostname, username and password) with your FTP clients. To find your FTP information, please navigate to members area -> List Accounts -> Account details.


I don't know what is FTP. Do you offer an online File Manager?
If you do not wish to use an external FTP tool to upload the files, please try to use the cPanel -> File Manager tool.


What are my FTP Details? Where do I find them?
To find your FTP / cPanel login information, please log on to the Members Area and navigate to "List Accounts" tab. You will see all your hosting accounts listed here. Please enter "FTP Details" link for the selected hosting account and you will see FTP login details. You will also receive an email with all the details after you register.


Do you have any file size or file type limits?
No, we do not have any file size limits. You can also upload any files with any extensions.
However, please mind that we do not allow any copyrighted or illegal material to be hosted on the accounts here. Discovery of such material without the appropriate permissions could lead to account suspension. For further details, please review our terms of service.


General Questions


Do you accept international customers?
No, only English speaking and writing may apply due to copyright issues.


What payment methods do you accept?
At the moment you can only pay by credit card through 2checkout, or by using PayPal. No other payment methods are available.


SSL certificates: do you support SSL?
Yes, SSL is fully supported. Your website and your scripts can operate in SSL mode for an extra charge.
To add, if you have any troubles installing the certificate on such an account, please let us know and we will install it for you. We can install either self-generated or Your private SSL. Please mind that we do not have private SSL certificates on offer and they need to be purchased separately and installed on the account later on.


Can I host mp3 files or movies here?
Yes, MP3 files can be hosted, however, you must own the copyrights or have the required permissions from the copyright holder to upload the files.
We do not allow any type of copyright violation on the accounts. Discovery of copyrighted material without the appropriate permissions could lead to account suspension. For further details, please review our terms of service.

What is your average support response time?
Most questions are answered in less than 15 minutes and resolution is given in 2 hours. We are here 24/7.


MySQL Questions


What is your MySQL hostname?
The MySQL hostname on most of our servers is localhost. You can always double check this information in your Members area -> List accounts -> Account details.
If you are trying to connect to MySQL from a remote location (for example from your computer), please use these instructions:
- Use the IP address of your hosting account as your MySQL hostname. Your IP address can by found on the left hand column when you login to cPanel.
- Please add your computer IP address to the cPanel -> Remote MySQL section. You can check the computer IP address at http://www.tracemyip.org/
- Use either the MYSQL username / password that was created in cPanel -> MYSQL section, or your cPanel login details to connect to the database.


I get 'access denied' errors when trying to connect to MySQL
If you cannot connect to the MySQL server, this might happen due to several reasons:
- Incorrect MySQL hostname.
The MySQL hostname on most of our servers is localhost. You can always double check this information in your Members area -> List accounts -> Account details.
- Incorrect MySQL username / password or database name.
Please navigate to cPanel -> MySQL to check this information. If you cannot remember what password is set on the MySQL user, feel free to delete it and recreate it one more time.
- You have not added the MySQL user to the database.
This is a very common issue that people forget to do. In order to have a fully operational MySQL database you must also add a MySQL user to the MySQL database and assign full permissions. You can achieve this by clicking on the 'Add' button under 'cPanel' -> 'MySQL Databases' -> 'Add User To Database' section.
If you have any other issues with the MySQL connection after taking these steps, please let us know.


Do you support remote MySQL connections?
Yes, remote MySQL connections are enabled.
If you are trying to connect to the MySQL server from a remote location (e.g. your computer), use your hosting account IP address as the MySQL hostname. Your server IP address can by found on the left hand column when you login to cPanel. Do not forget to add your computer IP address to the 'cPanel' -> 'Remote MySQL' section.


PHP Questions


On Softaculous installer I get this error: "can't install more than 1 script in a root directory"
The solution to this problem is very simple: please try deleting the .Softaculous_data directory from your account (root directory), and then you will be able to install new Softaculous scripts again.


Can you increase PHP and MySQL resource limits, enable some functions?
Yes, you can set and modify most of such PHP settings yourself by using the php_flags in .htaccess file.


How is technical support handled?
You will be the first point of contact for your clients. You can then contact our Technical Support department directly for those technical support issues you need assistance with. We will provide the answers that you can then use to assist your clients.


How do I use my cPanel?
cPanel is designed for the end user allowing them to manage their individual accounts which includes:
* Create, remove email accounts, forwarders, autoresponders.
* View website statistics with AWstats.
* View account information such as bandwidth usage, server status.
* Manage domains, subdomains, and parked domains.
* Manage and create MySQL databases.
* Add, remove FTP accounts.
* Use advanced tools such as cron jobs, hotlink protection.
* Access to pre-installed scripts such as Softaculous
installer


Website Building


Can I have custom error pages?
Yes, you can set up your own custom error pages by using the .htaccess file (it is located in your public_html folder) or by navigating to your cPanel and clicking on the 'Error Pages' icon. This will give you access to the easy to use Custom Error Page Creator.
If you have any trouble creating an error page, please let us know and we will do this for you.

How do I install Guestbooks, Forums, Blogs?
We have a huge collection of scripts that are already pre-installed on your hosting account. Some of these scripts include: B2Evolution, WordPress, phpBB, Joomla, phpWebsite, SMF (over 50 scripts are available!). These scripts are ready to be auto-installed in 1 click through Softaculous!
Also, feel free to check the RvSiteBuilder tool (also available in your cPanel), which offers tools for easy visual site creation. It has hundreds of customizable templates and tools like Contact forms / Blogs / Registration forms integrated and ready for easy use.


How to CHMOD (change permissions) of some file?
The easiest way to chmod files (change permissions) is using the FTP client. Log on to your FTP account and select all of the files/directories you want to change permissions for. Right-click the selected files and select 'File Attributes' (in Filezilla) or 'Properties' (in most of other FTP clients) menu. You will see some numbers like 644 or 755 (for example) in the file attributes window. Change these numbers to any value you need (e.g.777) and click the OK button to confirm the changes.
You can also change file permissions by using the File Manager which is located on your cPanel. The button for permission change is located on the top toolbar in the File Manager window.
If you have any troubles with this (For example you are receiving file ownership errors), please let us know and we will fix this for you in a few minutes.


My website shows "Internal Server Error"
There are many different possibilities for this. In most cases it is due incorrect .htaccess file configuration.
Although this is generally caused by a problem within the script, many times it is caused by incorrect file permissions either on the script itself, or another file or directory used by the script. You should also verify the that the script paths are set correctly.
Also, please check if the file was uploaded in the correct mode (ASCII or Binary - check the readme for the scripts to see any special instructions. Normally it is ASCII).
Also it could be related to the permissions of the file or directory. Your script permissions should be 755, or rwxr-xr-x.
How do I fix a '500 Internal Server Error' on my website?
1. Interference with an .htaccess file.
If you have implemented .htaccess on your site, it may be interfering with the web page you are trying to load into your browser. Please double check the .htaccess configurations to ensure that it doesn't contain any errors. To confirm whether a misconfiguration .htaccess is the cause of the 500 Internal Server error, either remove or rename the .htaccess file.
2. PHP Coding Timing Out
If your PHP script makes external network connections, the connections may time out. If too many connections are attempted and time out, this will cause the Internal Server Error. To prevent such time outs and errors, we suggest that your relevant php scripts be coded with some timeout rules.
3. Search on Google for your Script Name + Internal Server Error Fix. For example if you get this error on Wordpress blog - query Google for Wordpress Internal Server Error Fix.


Why can't I login to website builder?
There could be some causes:
1. Make sure you have already updated nameservers.
If you are using your own domain (like yourdomain.com, for example), you need to point your domain to our nameservers to get it working. You can find the nameserver details after logging on to your Members Area -> View Account Details. You have to wait 24-48 hours after the nameservers are updated before your domain starts working.
2. Make sure you have a public_html folder created.
If your site is missing the public_html folder, you will not be able to use website builder.
3. Use Internet Explorer, Firefox or Opera browsers..
Our website builder has support for these browsers only. We do not guarantee that the builder will work with other browsers.

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