1.
Pre-Sales Questions
Q.
Where are your servers located?
A. Our servers are Co-Located in Atlanta. We use Avaya RouteScience to further optimize
our Atlanta network. The premium carriers include PCCW, Savvis, Level3, Telia, Qwest and more.
Gigabit links are used to prevent bottlenecks due to small pipes.
Q.
Do you do backups?
A. Our hard drives are SATA an SAS RAID 10 drives which automatically backup all
data as it's written to them. We also do a back up once a week onto
Separte Storage Drive. However, it is still the responsibility of individual site
owners to make sure they have up-to-date backups of their sites.
Q.
Can I upgrade at any time and how does it work?
A. Yes you can upgrade at any time. It is free to upgrade and the
only charge would be the price difference in the plan you upgrade
to. Click here to upgrade now.
Q.
Can I cancel at any time? Are there any fees for cancelling? How
do I cancel?
A. You can cancel at any time. There are no fees for cancelling.
If you are paying by paypal subscriptions, simply cancel your subscription
(we recommend you do this a day or two before the subscription is
next due, as your account will be terminated the day we receive
notice of cancellation). If you're paying by another method, simply
not paying your monthly fee will lead to account termination.
Q.
What forms of payment do you accept?
A. We accept MasterCard, Visa, American Express, Discover, Paypal,
E-Gold.
Q.
Are your server's Unix, or NT?
A. Our servers are Linux based
Q.
Do you allow adult sites?
A. Please Read our TOSClick here.
Q.
Is tax included with my monthly or yearly plan?
A. No, tax is not included within the price.
Q.
What control panel do you use?
A. The control panel we use is called cPanel.
Q.
Can I pay monthly?
A. Yes, you may pay month to month with no contracts.
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.
How much is extra bandwidth and space?
A. If you need more bandwidth or disk space e-mail us to upgrade
you to a higher plan. If you need more bandwidth or space then our
highest plan offers Please Submit a Support / Contact US Ticket from within your Account for a custom
plan.
Q.
Do you offer telnet or shell access?
A.Yes for Dedicated Servers / No for Hosting Plans 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.
Training located Click here
2.
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 all countries.
Q.
How do I change my nameservers?
A. If you registered your domain with us, login to your account
and you can change your nameservers from there. Otherwise, login
to your account with your domain name provider and you should be
able to change your nameservers from there.
Q.
Can I view my site even though my domain's name servers haven't
propagated yet?
A. Yes. http://blackhostess.com/~yourusernamehere/
Q.
What do I set my domains name servers to?
A. Contact Support or Sales Click here
If you're a reseller, you can set your nameservers to ns1.myglobalserver.com
and ns2.myglobalserver.com, which are anonymous. Accounts created
from within you WHM will automatically be set to these if you haven't
asked for private label nameservers (email us requesting these if
you desire them). See below in the resellers section for more information
on private nameservers.
3.
Paths
Q.
What is the path to my users files?
A. The path is /home/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. Try the following paths till one works: /usr/bin/
>>> /usr/local/bin/convert >>> /usr/bin/X11/
>>
Q.
What is the path to sendmail?
A. The path to sendmail is /usr/sbin/sendmail
4.
E-Mail
Q.
How do I create email accounts?
A. To create an email account login to your control panel and click
add/remove email account's.
Q.
How do I set up my email in my email client (Outlook Express etc.)?
A. Follow these steps: or Training Click here
- Make
sure your domain name loads. If it doesn't load your your email
account wont work.
- Make
sure you have setup your email accounts at yourdomain.com/cpanel.
- Open
your email client program.
- Click
on "Accounts"
- Click
on "Add"
- Enter
your Email address in the input box. This does NOT have to be
your "username@yourdomain.com"( you can use "john@yourdomain.com,
webmaster@yourdomain.com, etc).
- In
the Incoming mail (POP3…) field type mail.yourdomain.com
- In
the Outgoing mail (SMTP)… field type mail.yourdomain.com
(so if your domain name is cookycontraptions.com, then you would
put "mail.cookycontraptions.com" there).
- Now
type in your username that you have setup from cpanel using the
following format: "yourusername@yourdomain.com" and
also your password.
Q. Why won't my email address work?
A. Make sure you set it up exactly as explained above.
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.
Where do I go to check my emails using my browser?
A. yourdomain.com/webmail/
5.
Software Versions
Q.
What version of php are you using?
A. We are using version 4.3.7
Q.
What version of perl are you using?
A. We are using version 5.8.0
Q.
What version of MySQL are you using?
A. We are using version 4.0.18
Q.
What version of JSP are you using?
A. We are using version 5.0.19
Q.
What version of cPanel are you using?
A. Our servers automatically stay up to date with the most recent
stable cPanel version.
6.
Resellers
Q.
Where do I go to login to my reseller control panel?
A. http://www.yourdomain.com/whm/
Q.
What do I have to do first?
A. First you'll have to re-assign your disk space and bandwidth.
Originally, your domain name (the domain under which you have the
WHM) will be taking up all of your assigned disk space and bandwidth.
Under "Account Functions" there are the functions "Quota
Modification" and "Limit Bandwidth Usage". You'll
have to free up space and bandwidth by limiting the amount assigned
to your domain name. You can then use what you have left to assign
to new accounts that you create. If you ever need more, you can
upgrade your account (send an email to admin@blackhostess.com).
Q.
How do I create hosting accounts for domain names?
A. First you have to create a "package" within your WHM.
You give the package a name and specify the disk space, bandwidth
and other features that you want this package to have. For example,
you might create a "basic" package with 25MB of disk space
and 1GB bandwidth (per month). Then you go to "create new account",
put in the domain name, username and password, select the package
that you want to assign to it, and click create. That's it. Before
the domain name is resolved you can use the IP address, username
and password to login and upload to that account, and once it's
resolved you'll be able to go to www.newdomain.com/cpanel
Q.
What do I select for IP address in the "create account"
section?
A. Select "auto-assign" or your domain names will not
resolve properly.
Q.
How do I get my enom domain reseller account to purchase domains
for $9.18 a year?
A. Click HERE
Q.
I upgraded the bandwidth or disk space limit on my packages. Why
aren't my sites updating?
A. You have to manually upgrade or downgrade a site to the newly
edited packages, even if the site is using the same package name.
Q.
One of my sites exceeded its bandwidth limit. I raised its limit
but the site is still saying bandwidth exceeded, why?
A. cPanel doesn't recognize the update so to make it speed up the
process go into your whm click "limit bandwidth" and give
the site that's suspended 1mb higher then it has. (only do so after
you have upgraded the site to a package that suits it's needs)
Q.
How can my clients view their site before dns is propagated?
A. http://yourdomainnamehere/~theirusernamehere/
Q.
I edited a hosting package why aren't my sites showing up with the
new stats?
A. Editing a hosting package does not edit the sites that are already
on the package. So to get your sites on the newly edited package
you need to upgrade them to the same package name. After doing so
the new stats will kick in.
Q.
What are my private name servers? "This only works if you have purchased Private Name Servers"
A. Private name servers would be ns1.yourdomain.com and ns2.yourdomain.com
Q.
How can I get private nameservers?
A. Send us an email with your domain name, and we'll set them up
for you.
Q.
What are my private name servers IP's?
A. For ns1.yourdomain.com the ip would be 65.254.38.211. For ns2.yourdomain.com
the ip would be 65.254.38.212 this could change when you purchase private name servers.
Remember to replace "yourdomain" with your actual domain name.
Best Thing to do is Submit a HelpDesk Ticket Click HERE if you have issues.
Q.
What are the benefits of having your own name servers?
A. Many resellers choose to have their own name servers for appearance
reasons. Using our anonymous name servers can be less professional looking for
a hosting company. Other then the "look" of using private
name servers there are no benefits.
Q.
How do I go about getting my private name servers setup?
A. You will now need to create the name servers at the place you
registered your domain from. Every registrar has a different process
for creating private name servers. Try and look for something along
the lines of "register DNS" "create DNS" or
"add DNS" from within your account with your registar.
The only way to create Name Servers is by using the ip addresses
we assigned to your ns1 and ns2.yourdomain.com If there isn't a
field asking for the ip you are not at the right place.
Private
Name Server Notes
Changing
your domains DNS is not the same thing as registering name servers.
You will not be able to change your sites DNs to private name servers
until your private name servers are registered with your domain
registar. Some regsitars don't even have an option for you to create
private name servers on our own. In many cases emailing them to
do it is the only option.
Help
If
you can't figure out how to register your private name servers with
your registrar read their FAQ and look for a question along the
lines of "How do I register name servers" If you can't
figure it out from either reading their faq or navigating through
your account with them you will need to email them asking...
"I
want to create name servers for my domain. They are ns1.insteryourdomainhere.com
with the ip of (insert the ip we assign here) and ns2.insertyourdomainhere.com
with the ip of (insert the ip we assign here)"
Q.
My private name servers are registered now what?
A. After your Name servers have been created you will be able to
use them for all of your domain names hosted with us.
7.
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.blackhostess.com is a subdomain.
www.forum.blackhostess.com is not a subdomain.
8.
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!
A. You cannot create an addon domain if your dns hasn't propogated
to the server yet. 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. 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.
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