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FAQs

Emergency Tips Area

I am being told my password is incorrect

These are some troubleshooting tips to better assist you with the problem you may be experiencing Be sure to double check your password, if you still get a password failed, go to your Control Panel, Mail Manager, POP Accounts and reset your password for that user. You can also delete the user and recreate it.

When I download mail, the software just hangs

These are some troubleshooting tips to better assist you with the problem you may be experiencing

Be sure to double check your password, if you still get a password failed, go to your Control Panel, Mail Manager, POP Accounts and reset your password for that user. You can also delete the user and recreate it

Unless you receive some kind of time-out error message, this is probably because someone has sent you a very large file as an attachment to an email message. If someone attaches a 7 MB file to an email message, it can take just as long or longer to download through your email software than it would to download such a large file with your web browser or FTP software.

The biggest problem is that you are not informed when the software is downloading a message with an attachment as opposed to just a plain message. The excessively long time required to complete the checking of mail when a large file is attached leads many users to suspect that their software or our mail server isn't working. Actually everything is working just fine - it just takes a long time to download large files from the Internet.

Again, the key here is that you are not getting any error messages, it's just taking an unbelievably long time to finish checking your mail.

Unless you do not want the attached file, you are unfortunately just going to have to wait until the whole thing is finished downloading before you will be able to get any of your other mail. Depending on the size of the file and your connection speed, it could possibly take hours to check your mail when large attachments are present. No joke.

I am trying to check my mail, but I am being told that the server address cannot be resolved.

These are some troubleshooting tips to better assist you with the problem you may be experiencing This error indicates that the DNS system is not working somewhere along the line. Usually, this is either because your machine is not currently connected to the Internet, or your DNS server configuration information is not correct. First, check to make sure that your machine is in fact connected as you think it is. If you are connected to our system but idle for 20 minutes, you will be automatically disconnected. Often users will spend more time typing up a message than they think they did, and the system will disconnect them before they are finished. When the user tries to send the message, because they are no longer connected to the system, they will get this message. It is also possible that you have tried to send the message before connecting to the system manually. While some operating systems support automatic connection launching whenever an Internet connection is required, some have problems with doing this. It might act like it is connecting but it isn't, or it might connect but does not properly establish the connection to properly communicate. If you suspect the connection is down, just re-connect manually, then try to send the message. That should work, but if you still get the same message, it could be that your DNS server or mail server configuration in your software is not correct. If your email software is not properly set with the following configurations, you may experience problems. Just check your settings and make them match these:

mail/SMTP/POP/incoming/outgoing server: yourdomain.com OR yourip (Your ip can be found in your confirmation email)
account, username, or user ID: your login, all lowercase, ie. [email protected]
POP account [in Eudora]: your email address, ie. [email protected]
If you have checked all of these things and they are all correct, but you are still receiving this error message, please contact us for assistance at [email protected]

When I send an email, I get "Relaying Denied"

These are some troubleshooting tips to better assist you with the problem you may be experiencing This error indicates that our system does not recognize your domain as an authorized user of our SMTP server. To fix this, In your mail client such as Outlook Express, go to Tools, Accounts, Click on your email account, go to Servers, and under Outgoing Mail Server, check mark "My Server Requires Authorization"

I am getting a

These are some troubleshooting tips to better assist you with the problem you may be experiencing. We suggest viewing all FAQ Questions and our Important Notices in our Forums Area for any known outages This error means there is a problem with the outgoing mail server. Open a trouble ticket and copy the complete error in the ticket. For a temporary solution until the matter is resolved, change your Outgoing Mail Server to your ISP's local mail server, this is usually smtp.yourisp.net or mail.yourisp.net

I can not connect to the FTP Server. It just hangs there.

These are some troubleshooting tips to better assist you with the problem you may be experiencing. We suggest viewing all FAQ Questions http://forums.realwebhost.net/forumdisplay.php?s=&forumid=3 http://forums.realwebhost.net for any known outages If your FTP Client is unable to resolve the host such as Resolving host: yourdomain.com ERROR: Unable to resolve host This means there is a DNS error somewhere along the lines. Please go to the DNS Area

When uploading I get errors.

These are some troubleshooting tips to better assist you with the problem you may be experiencing. We suggest viewing all FAQ Questions and our Important Notices in our Forums Area for any known outages First, confirm that your allocated storage is not used up, this can be found in your control panel under Total Disk Used: If you are well below the total usage, open a trouble ticket as an EMERGENCY and give the full error supplied by your FTP Client

My website is messed up!

These are some troubleshooting tips to better assist you with the problem you may be experiencing. We suggest viewing all FAQ Questions and our Important Notices in our Forums Area for any known outages If your website had garbled text such as this means your website html files were not produced in English. If your website was produced in English, then check your FTP Settings to make sure you are uploading in ASCII mode. NOT Binary HTML Files, Text Files, Scripts - Upload in ASCII Images - Upload in Binary

My tables and frames just don't look like they used to!

These are some troubleshooting tips to better assist you with the problem you may be experiencing. We suggest viewing all FAQ Questions and our Important Notices in our Forums Area for any known outages This is a editing problem, not a network problem, We suggest viewing your website in another browser (IE instead of NS or vise-versa) and remember to clean out your internet cache and reload to see if the problem exists. Real Web Host does not provide support for html editing errors

I am unable to connect to SSH!

These are some troubleshooting tips to better assist you with the problem you may be experiencing. We suggest viewing all FAQ Questions and our Important Notices in our Forums Area for any known outages First, confirm that you are entering your username and password CaSe sensitive. Also be sure you are connecting to Port 22, this is the SSH port Try to connect though the control panel, there is a SSH client called Putty we use If you connected three times to SSH, the sytem AUTOMATICALLY blocks your ip, this can be seen if you connect to your site but nothing happens (just hangs), in that case, open a trouble ticket, and include your IP address (NOT YOUR website ip address, YOUR ISP IP address), you can find this at http://www.whatsmyipaddress.com

How do I run a traceroute?

1. You can download a program called Cyberkit, this program actually has quite a few tools it in, not just a traceroute tool.

You can download it at

http://www.cyberkit.net/archives/cyber25.zip

Simply, unzip and run the setup file.

Once installed, double click on the new icon, go to Traceroute, type in your domain name, hit Go and it will begin tracing your route when done, go to EDIT, and simply hit "Copy contents to clipboard, when you open a trouble ticket, simply paste into the trouble ticket it will look something like this.

TraceRoute - Saturday, January 05, 2002 15:16:59

Generated by CyberKit Version 2.5 Copyright 1996-2000 by Luc Neijens

Address: moose.thehideout.net

Number of Packets: 1

Packet size: 64

Trace Hop 1 through 15

Timeout: 5

Resolve Addresses: Yes

Don't Fragment: No

#1 1-208-237-24-cable.anchorageak.net (24.237.208.1): TTL Exceeded, ttl=255, 30 ms

#2 anc7513.admin.gci.net (208.138.129.1): TTL Exceeded, ttl=254, 20 ms

#3 Unavailable (209.165.168.178): TTL Exceeded, ttl=253, 60 ms
#4 Unavailable (
209.165.129.35): TTL Exceeded, ttl=252, 101 ms

#5 POS1-1.GW8.SEA1.ALTER.NET (157.130.182.5): TTL Exceeded, ttl=251, 60 ms

#6 109.ATM2-0.XR2.SEA1.ALTER.NET (152.63.105.222): TTL Exceeded, ttl=250, 60 ms

#7 0.so-0-0-0.XL2.SEA1.ALTER.NET (152.63.106.233): TTL Exceeded, ttl=249, 60 ms

#8 POS7-0.BR1.SEA1.ALTER.NET (146.188.200.77): TTL Exceeded, ttl=248, 61 ms

#9 a3-0.uunet.sttlwa01.us.bb.verio.net (204.255.169.26): TTL Exceeded, ttl=246, 60 ms

#10 p16-0-0-0.r04.sttlwa01.us.bb.verio.net (129.250.5.27): TTL Exceeded, ttl=248, 60 ms

#11 p16-0-0-0.r00.chcgil06.us.bb.verio.net (129.250.2.7): TTL Exceeded, ttl=245, 120 ms

#12 p16-7-0-0.r02.chcgil01.us.bb.verio.net (129.250.5.101): TTL Exceeded, ttl=242, 120 ms

#13 p4-1-0-0.r01.enwdco01.us.bb.verio.net (129.250.4.5): TTL Exceeded, ttl=241, 150 ms

#14 ge-1-2.a02.enwdco01.us.da.verio.net (129.250.26.148): TTL Exceeded, ttl=241, 140 ms

#15 Unavailable (128.241.201.19): Echo Reply, ttl=240, 151 ms

Statistics: Out 15, in 15, loss 0%, times (min/avg/max) 20/83/151 ms


xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

If you are running Windows 98 or XP, you can run it locally on your machine, just got to the MS-DOS prompt, and type tracert yourdomain.com

Copy the results and past them into your trouble ticket.

Real Web Host highly suggests you download and install Cyberkit, its a very valuable tool to Internet users and technicians.

Categories: 28 | Questions: 909

Categories: 30 | Questions: 183

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