The following frequently asked questions and answers are useful for solving
most common problems
you might have with your web site. Simply click on the question to view the
appropriate answer, or scroll to the bottom to view the entire listing.
Uploading
Web Statistics
E-Mail
Microsoft® FrontPage® 98
Domain Names
Billing
For billing questions and answers, please try our Billing FAQ.
SSL Secure Server
Other
Questions and
Answers:
Uploading
- Where can I obtain an FTP Client?
An FTP client for Windows is
available here.
Macintosh users will need to obtain Fetch here.
- How do I transfer files to my web site?
We have detailed Uploading
instructions available here for UNIX accounts.
FrontPage and NT users should see our FrontPage
Upload document.
- I use AOL and files I upload via FTP seem to get chopped off
after a certain length. Why does this happen?
According to some of our customers,
AOL has supposedly decided to limit the size of files that can be transfered
via FTP. If you are unable to resume transfers or compress files to fit within
AOL's limit, we would recommend using another provider that does not limit the
amount of data you can upload.
- I have uploaded my files, but when I view the site with my Web
Browser, I still see the 'Welcome to ValueWeb' page. Why aren't my files
showing up?
In order to see your home page, you
should make sure that the page is in the root directory of your account space,
and name it 'index.html'. Otherwise it may not show up when you visit the
site.
- Why do my pictures show up as broken picture icons on my
pages?
There are a few possiblities for
this one. The first is that you need to make sure you upload any images in
'Binary' format with your FTP client. Secondly, you need to make sure you
refer to the file with the correct extension. For instance, if the graphic
file ends in .jpg, then you need to refer
to it as .jpg in your HTML code, not as .JPG or .jpeg. The file name must
match the reference to the file in your HTML exactly. Also, make sure that you
refer to the file in its proper location.
For example, if the file is in the /images subdirectory on the server, then you
would need to refer to it in http://www.domain.com/images/file.gif, or similar,
in your HTML. You must refer to the file in its correct location
in order for the web browser to load it when someone visits the
site.
- Why can't I see my web site that I have uploaded using
Microsoft Publisher?
Microsoft Publisher will try to
upload your files into a public_html/ directory by default. Instead, you should
instruct it to upload it into your root directory and everything should work
fine
- I've deleted or modified some of the system files on my
account, and not my site does not work properly. Can you repair my
account?
Please refrain from deleting any
system files located inside your directory. If your account ceases to work due
to actions on your part, administrative assistance is available for $80 per
hour. There is a one hour minimum for administrative debugging.
- I have a directory named 'Icons' in my account space, and I
cannot seem to access this directory over the web. What is wrong?
This occurs because, on each of our
servers, there is a default public directory called "icons" that contains many
generic system icons, and this directory can be referenced to by anyone simply
with the name "icons". To remedy this problem all you have to do is to change
the name of your "icons" directory to something different; such as "icon".
- When I put my domain name in the web browser, all I see is an
'Index' of files. My pages do not seem to come up. How can I fix
this?
What you are seeing is actually a
list of all files in your account space. In order to see your home page, you
should make sure that the page is in the root directory of your account, and
name it 'index.html'. Otherwise it may not show up when you visit the
site.
Web Statistics
E-Mail
- How do I retrieve my E-mail from ValueWeb?
We have detailed information on
E-mail retrieval on our E-mail support page and also
on the Mail Settings page at 'http://www.yourdomain.com/stats'
- How do I send E-mail through ValueWeb?
We no longer offer the use of an
SMTP (Outgoing) Mail Server. Due to problems with spam being routed through
ValueWeb's mail server and unauthorized outsiders accessing the SMTP server,
you must now use your internet service provider's mail server to send outgoing
mail. This should not affect functionality in the least bit. Simply leave the
SMTP setting on your E-mail client as it was before you began service with
us.
- Why do I get the error "550 Relaying Denied" when sending out
E-mail?
This is probably because you set up
your mail client to use ValueWeb's mail server to send mail via SMTP. Due to
problems with spam being routed through ValueWeb's mail server, you must now
use your internet service provider's mail server to send outgoing
mail.
- What is 'spam', and where does ValueWeb stand regarding
it?
Spam is the unsolicited or bulk
E-mailing of advertisements and the like. Spamming is highly frowned upon
throughout the Internet community, and ValueWeb is no exception. A few
spammers can ruin E-mail service for the rest of our users by causing
recipients to filter ValueWeb E-mail or by bogging down the mail server to the
point of uselessness. Because of this, we have a strict anti-spam policy in
our Account Usage Agreement. Any account with us
about which we receive legitimate spam complaints is subject to deactivation at
our discretion, with or without warning.
FrontPage
Domain Names
- How long does it take for new domains or transferred domain
names to properly bring up my ValueWeb account?
For new domains, once you receive
notification that the InterNIC has registered your domain name, it usually
takes around 72 hours for the changes to propogate across the internet. The
reason that it takes this long is because the system by which domain name
lookup works is hierarchial, and the caches on the servers must time out before
they request new information for a domain. You can also check the status of
your InterNIC registration on their Whois Query Page.
If the domain is a transfer, then the process normally takes 3-7 business days,
during which time you should be notified of the Transfer via an InterNIC
E-mail. If this is taking unusually long, or InterNIC has not contacted you in
a reasonable length of time, please send an E-mail to our sales office with the following
information:
Your name
The domain name
Date of signup
A
statement indicating your willingness to transfer the domain name to
us
Upon receipt of this E-mail, we can process the transfer via our
InterNIC Premier Partnership agreement.
- Who do I contact with regard to the bill for InterNIC
registration?
Please contact our Billing office for questions or comments regarding you
InterNIC fee billing.
Billing
For billing questions and answers, please try our Billing FAQ.
SSL Secure Server
Other
- Should I keep a local copy of my web site, just in
case?
Absolutely. Even though we have
many safeguards against such things, there is always a small chance for data
loss on any account. We make daily tape backups and have power backups and so
forth, but the amount of time you spend in creating a
custom web site warrants keeping a backup locally for your own use, just in
case. Please keep a local copy of any and all important files, since we cannot
provide any guarantees to protect this valuable data.
- How do I cancel my account?
To cancel your account for any
reason, please contact our Billing department at 800-934-6788 so we can verify
that you are authorized to make this change. We also ask that you provide a
reason for canceling so we can improve the service we offer if
necessary.
- How do I announce my new web site?
You can list the account with
search engines by visiting the search engine's home page, or by using Submit-It!, a popular service for search engine
registration. Also, you are encouraged to advertise your domain name at every
chance you get to increase the number of viewers on your site.
- What does it mean if I get 'Internal Server Error' messages
when I try to execute my CGI scripts?
This does not necessarily mean that
the server is misconfigured; in fact, it usually means that a CGI script you
have installed is not functioning correctly due to a scripting error, and the
server is detecting this. Common causes are: the file is not executable, there
is a malformed header, or it is has an incorrect path reference when using a
server side include. If you're using a server side include, the path format is
usually the cause. See the
Apache and
NCSA httpd home pages, the
comp.infosystems.www.servers.unix
newsgroup, and the on-line CGI support section for more
information. Also, you may wish to use the
Perl Validatation
script, found on your Control Panel (normally found at
www.yourdomain.com/stats) to see if an error appears when the script is being
compiled. This
will probably show the exact line in the script that is causing the
problem. ValueWeb does not offer support for user written CGIs, but
reading the documentation that comes with the script usually will help resolve
the problem.
- In your sales section, it says that every account comes with
anonymous FTP access. How do I set this up?
To setup your anonymous FTP area,
all you have to do is to upload files into your ftp/pub directory. Once you
place files into this directory, anyone who uses FTP to access the site and
logs in anonymously (with a User Name of anonymous, and password of her/his
E-mail address) will be able to download these files.
- How can I change my domain name?
Unfortunately, the domain name
defines your account on the server, and consequently cannot be changed unless
we completely cancel the account and start a new one with a new domain name.
You will be charged a new setup fee for the new account ($39 for new domains,
$20 for domain transfers). Also, you will incur another InterNIC Registration
Fee for the new domain, unless it is a transfer of an existing domain. Please
notify the Sales office (800-934-6788)
to take care of this.
- How can I change my User Name?
We do not change the user name
assigned to your account because it is only used when logging in via FTP. It
is not used for email or to access your web site and can not be seen by anyone
else. To prevent unauthorized access to your account you only need to change
the password.
- How can I change my Password?
You can change the password at any
time free of charge by contacting a Sales representative at
800-934-6788.
- Why am I getting an error message stating 'Forbidden: You do
not have permission to access / on this server' when I visit my
site?
There are a few reasons that this
can happen. Firstly, there could be a server problem of some sort. In this
case, we can assist you if you notify us about the problem. Another
possibility is that the account has been suspended for some reason. Reasons
for this include, but are not limited to, the following: non-payment, spamming,
unlawful hacking, and so forth. In any case, let us know via E-mail or phone at 800-934-6788, and we will resolve
the issue.
- How do I switch from a UNIX account to a FrontPage
account
Well, normally this is as simple as
adding or removing the FrontPage extensions. Both UNIX and FrontPage accounts
are basically the same, with one difference: the FrontPage accounts have the
FrontPage server extensions installed. You can add or remove the FrontPage
extensions on the Control Panel at www.yourdomain.com/stats, under the heading
'Account Information'. If you do not see this option on the Account
Information area, please contact the sales office at 800-934-6788, or E-mail us.
For the answer to any unlisted question, please contact Technical Support at
954-429-3449 between the hours of 9 AM and 10 PM Eastern, or E-Mail us.
Billing and sales questions can be answered at 800-934-6788, or via sales or billing E-mail.