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Frequently Asked Questions
FAQ Revised: Thursday 21 October 2004
  Quick Guide Index
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1. General Questions
2. Web
3. Mail
4. Domain Name
5. FTP
6. Troubleshooting

1. General Questions

1.1. How do I change my billing information?
Go to Billing->Billing Info menu, and click the Change Billing Info button.

1.2. How do I change my contact information?
Go to Acct. Preferences->Contact Info and edit your contact information.

1.3. Can I accept credit card on my site? Will it be secure?
Yes, H-Sphere supports secure transaction protocol, such as SSL.

1.4. What is SSL?
The SSL security protocol provides data encryption, server authentication, message integrity, and optional client authentication for a TCP/IP connection. Because SSL is built into all major browsers and web servers, simply installing a digital certificate turns on their SSL capabilities.

1.5. I lost my password, what should I do?
Go to the control panel site. Click on the link "forgot your password" right under the login box, and follow the instructions.

1.6. What happens if I exceed my data transfer limit?
Any data transfer in excess of plan threshold will be charged at the end of the billing period.

1.7. Can I purchase additional disk space?
Additional disk space can be purchased through H-Sphere.

1.8. What happens if I purchase additional products in the middle of the month?
Any additional resource purchases will be pro-rated accordingly. The charge will be calculated based on the date when the resource was purchase to the end of the billing cycle.

1.9. How do I open my SiteStudio?
You need to log into your control panel first, then click the SiteStudio icon.

2. Web

2.1. How do I disable directory listings?
To disable directory listing (directory Indexes):
  1. Log into your control panel.
  2. Click the Web Options link.
  3. In the Settings field select Disabled for the Indexes setting.
  4. Click Submit.
  5. Click the Apply link to restart Apache with the new settings.

3. Mail

3.1. I have difficulties in retrieving mail using Netscape. I can't log into my mail account because the account user name now takes the form of the full e-mail address.
Write mail server login name in the Netscape preferences with the % character instead of the @ sign, e.g. login:

3.2. How do I pop in to pick up my virtual domain email?
Virtual domain users need to use the following format for thier user name when popping in:
Eudora might require the following syntax:
Microsoft clients may take the following syntax:
If you don't include the %virtual_domain_name, vpopmail will assume it is either a /etc/passwd user or a vpop user in ~vpopmail/users or configured with "default domain".

3.3. I can't send mail with Outlook Express. I get a rcpthosts error.
Before you can send email using your smtp server you need to set up outlook express to download email from the same mail server using POP3. When the POP3 box is checked, you can send emails within the next 15-30 minutes.

3.4. How do I get FormMail working?
It's a perl script. You need to add .pl as extention for CGI. You can find it on the web options page.

4. Domain Name

4.1. What is a domain name?
Domain names are the familiar, easy to remember names for computers on the Internet (such as They correspond to a series of numbers (called Internet Protocol numbers) that serve as routing addresses on the Internet. Domain names are used generally as a convenient way of locating information and reaching others on the Internet.

4.2. What does "register a domain name" mean?
The Internet domain name system (DNS) consists of a directory, organized hierarchically, of all the domain names and their corresponding computers registered to particular companies and persons using the Internet. When you register a domain name, it will be associated with the computer on the Internet you designate during the period the registration is in effect.

4.3. How can I get a domain name in .com, .net or .org?
Visit our specialised domain name website which provides an easy way to register global top-level domains (.com, .net, .org,. .biz, .info) and a wide range of country specific domains.

4.4. How much does a domain name registration name cost?
Prices vary depending on the type of domain required and the amount of years you are applying for, please visit for full pricing details.

4.5. How long does it take to register or transfer a domain name?
It will take you just a few minutes to register a domain, but it might not be available on the Internet for up to 48 hours. This is due to the fact that Internet DNS databases are updated only once a day, causing the delay.

4.6. What is a stopgap domain?
A stopgap domain allows to create hosting if you don`t have any domain name. If you register with a stopgap domain, you will get a domain name like "loginname.u1.your-base-domain". You can create your own web-site and access it with either the IP (if the IP is dedicated) or the above domain name. This kind of domain doesn`t have any registration records in the DNS.

5. FTP

5.1. Anonymous FTP users don't see the content of my directory.
Anonymous FTP users can't enter your root directory. They can enter only the directory you dedicated for anonymous ftp users.

5.2. How come my virtual FTP users can browse my root directory?
Your virtual FTP users can have access to more than one virtual FTP directory, so you need to allow them to enter the root dir. You can use FTP subaccounts to restrict their access to only one directory.

6. Troubleshooting

6.1. When I'm trying to connect to my account using FTP, the system doesn't respond for some time and then logs out with an error.
Use FTP active mode (disable passive). It is in your computer's FTP configuration.

6.2. I am getting errors with FrontPage.
Try switching it off and back on.

6.3. My webalizer doesn't work. What's the problem?
One possible reason can be that you are approaching your disk quota. Webalizer needs at least 2 MB unused disk space to function properly.

6.4. The online file browser shows the zips as compressed files and offers to decompress them, but fails to do it.
WebShell can decompress only those files that are located inside the /usr/local/bin directory. If it's not there, just create a link.

6.5. I get "Failed to add new resource over the hard credit" message when I'm trying to create a new resource.
This means you have reached your Credit Limit. For example, you've used all your money on your balance if you pay by check, or your credit card expired/was broken and failed to be charged. In this case you'll still be able to run your hosting account (with recurrent and extra usage payment accrued), but you won't be able to create any new resource (neither paid nor free).
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