Now we are not going to put a ton of stuff on our Frequently Asked Questions page, just a few tips and tricks to help you out. This page is not intended to take place of technical support. If you need help, we expect you to ask us, but we do suggest you browse through them to see if you find the answer to YOUR question before asking for support. Besides, you will feel better (smarter) knowing you found the answer on your own

How do I change my billing information? How do I change my contact information? Can I accept credit card on my site? Will it be secure? I lost my password, what should I do? What happens if I exceed my data transfer limit? Can I purchase additional disk space? What happens if I purchase additional products in the middle of the month? How do I disable directory listings? What is a stopgap domain? I get "Failed to add new resource over the hard credit" message when I'm trying to create a new resource. Why aren't my Name Servers working? I followed the Step-by-Step guide in setting up my account, but something is missing or not setup correctly. What does [Service Domain Has no Zone] mean? What is the difference between Unix accounts and Windows accounts? Anonymous FTP users don't see the content of my directory. 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. Anonymous FTP Uploads - Can't see the uploaded files. How do I open my SiteStudio? My Webalizer doesn't work. What's the problem? Why am I having problems seeing my instant access alias? How do I set up my own Name Servers? ASP is not working, however the button next to this resource on the Domain Web Service page is set to ON. What components are installed in the Windows servers? Are custom ASP Components are allowed? I am getting errors with FrontPage. Why won't my FrontPage form send the email? Why do I get "authorization failed" when using the FrontPage Database Wizard to create the administrative page for database access? How do I get FormMail working? What is SSL? How do I Password Protect a directory on a Windows server? How do I Password Protect a directory on a Unix server? Do you support curl in PHP? How do I stream Real Audio Files without Real server? If an Unix plan is set at a 50 MB disk space quota, what should the bandwidth limit (per month) and Mailbox quota for that plan be set to? Are there any limits on the number of Data Sources I can have? What is your policy on IP addresses? Where is your data center? Do you keep backups of data for clients requesting a restore? What is your policy on technical support? How does the billing cycle work? How do I get copies of my invoices? How do I upgrade from one plan to another? What contract and payment terms are available? How do I transfer my existing MS SQL Database to my new database web server?

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

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

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

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. Back to Top

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. Back to Top

Can I purchase additional disk space? Additional disk space can be purchased through the control panel. You will be billed for your overage. We suggest that you consider upgrading your size host - this will give you a much better deal for the same money. Back to Top

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 purchased to the end of the billing cycle. Back to Top

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. Back to Top

What is a stopgap domain? A stopgap domain allows you 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. Back to Top

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). Back to Top

Why aren't my Name Servers working? You can test for problems with the Name Servers by going to http://dnsreport.com/ and entering the domain name in the DNS Report box. Rows with a FAIL in the Parent or NS sections, usually indicate a problem. There are two common issues with getting the Name Servers to work correctly. First, they must be registered (with their IP addresses) at the registrar for your Domain, before you can point a Domain to them. Second, a Domain should ONLY be pointed to the 2 Name Servers that the Control Panel assigns to a Domain. Once you have setup a new account in the Control Panel for a Domain, login to that account and click the link for that particular Domain name that comes up in the center of the screen. This will show you which two Name Servers the Control Panel installed DNS onto for this Domain. Back to Top

I followed the Step-by-Step guide in setting up my account, but something is missing or not setup correctly. The Step-by-Step guide must be followed exactly, word for word. The most common issues seen here are the failure to check a box, skipping over a step, or not completing the second page. There are 2 pages to the Step-by-Step guide, make sure that you completed both as many people overlook the link at the bottom of the first page. Back to Top

What does [Service Domain Has no Zone] mean? This message is normally displayed when the Service Domain hasn't been 'signed up' under the Service Plan yet. Instructions for this process can be found on Page 2 of the step-by-step guide. Back to Top

What is the difference between Unix accounts and Windows accounts? Unix provides secure and reliable environment perfect for most of the hosting needs, but sometimes you want to take advantage of some Windows applications such as MS Access, ASP scripting. For that you might want to use NT. Back to Top

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. Back to Top

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. Back to Top

Anonymous FTP Uploads - Can't see the uploaded files. When an anonymous user uploads files, they are saved in a directory named "Uploads". Login to your FTP account and move the files from "Uploads" into the parent directory then anonymous users can see those files. Back to Top

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

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 of unused disk space to function properly. Back to Top

Why am I having problems seeing my instant access alias? Adding logical servers and server aliases: 1. Login into the admin control panel. 2. Click E.MANAGER 3. Click DNS Manager 4. Click Edit button to the right of DNS zone 5. Click Edit button to the right of your instant alias address 6. If there are logical servers that need to be added, scroll to the bottom of the page and click "Add records to all listed logical servers?" 7. Click Server Aliases under E.MANAGER 8. If there are server aliases that need to be added, scroll to the bottom of the page click Submit 9. Allow 4-12 hours for changes to propagate. Back to Top

How do I set up my own Name Servers? The most important thing to remember when creating your name servers is that your name servers will never be recognized by servers across the Internet until they are REGISTERED by an accredited registrar. You must register your name servers with the registrar with whom you bought the domain, before any users, accounts, or anything referring to your Name Servers will work. This includes temporary URL's created by H-Sphere using your domain, i.e.. (1P4646546.yourdomain.com). Once you submit your name servers to your registrar, typically a 2-4 day wait is standard before these name servers become active across the internet. Due to the literally thousands of different domain Registrars in the world, we cannot possibly help with this step. All Registrars are different and use different interfaces and protocols for registering name servers. If you are not sure how to register a name server with your Registrar, contact us for help or support. Back to Top

ASP is not working, however the button next to this resource on the Domain Web Service page is set to ON. Check if the *.asp files are not included into SSI section. It's a common mistake. If you set the *.asp files to be lauched via SSI library, set ASP to OFF, delete the *.asp extension from SSI list and then set ASP to ON again. Back to Top

What components are installed in the Windows servers? ActivePerl PHP 4.3.8 ZendOptimizer 2.0 FrontPage 2002 Microsoft Data Access Components 2.8 Persits Software -AspEmail 5.0.0.2 -AspEncrypt v2.2 -Aspgrid 3.1 -AspImage 2.x -Aspjpeg 1.3 -aspupload 3.0.0.3 -XUpload CDONTS Back to Top

Are custom ASP Components are allowed? Yes, but they must either be commercial components or source code must be provided for them. Back to Top

I am getting errors with FrontPage. Try switching it off and back on. Back to Top

Why won't my FrontPage form send the email? FrontPage extensions must be configured with a valid email address for the sending & receiving parameters. This MUST be an email address for the domain which the form is installed on, and can be configured through the Web Options of the account by clicking on the Edit button to the right of the FrontPage Extensions row. Back to Top

Why do I get "authorization failed" when using the FrontPage Database Wizard to create the administrative page for database access? This problem can be avoided or fixed by pressing the "Restore Defaults" button at the bottom of the "Optimize HTML" tab which is located within the "Publish Site" Wizard located on the File menu. Back to Top

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

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. Back to Top

How do I Password Protect a directory on a Windows server? Windows licensing requirements prevent us from allowing multiple Users on the same account, therefore any Windows password protection that is needed, would require us to manually setup the folder protection using the same Username & Password that you use for FTP access to the site. Hence, whoever holds this login, will have access to the entire site, not just the specified folder. The only other option would be a third party tool, like ASPSecured, which was just installed as a resource recently in the Control Panel. Back to Top

How do I Password Protect a directory on a Unix server? ***THIS ONLY WORKS ON THE UNIX OS (NOT WINDOWS)*** ***YOU CAN ONLY PASSWORD PROTECT A FOLDER THIS WAY-NOT FILES*** 1) Login to the account in question and login to the WebShell for it. 2) Locate the folder that you want to password protect and click on the folder icon to the left of it. 3) This brings up the Folder Details on the right, as well as the option to "create .htaccess file". 4) Click on the Create button to the right of this, which will bring up the .htaccess details. AuthType: Must be set to "basic" AuthName: The text that shows in the pop-up window requesting you to login AuthUserFile: The location and name of the password file, leave at default AuthGroupFile: Leave blank Require: Must be set to "valid-user" Additional Directives: Leave blank 5) Click on the "create" button to the right of AuthUserFile to add your first login. 6) Once you have added the first login, this "create" button will change to "edit", which you click on to add additional logins. 7) When you first set this up, you will need to save the configuration to the server AND, any time you make changes to the password file, you will need to click on "Save" at the bottom of the ".htaccess details" window to save the changes to the server. Back to Top

Do you support curl in PHP? Yes, we do. Back to Top

How do I stream Real Audio Files without Real server? Here is the information needed to stream Real Files: http://www.realnetworks.com/resources/contentdelivery/documentation/httpstream.html?UK=X With your reseller plans, will each account/user I add, have access to his own CP account? Each reseller account includes unlimited domain hosting for each user. A user is defined as someone with control panel access. Each plan has a limited number of users with access to the control panel. Each user can create unlimited domain accounts including FTP, email, databases, etc. Additional control panels are $5.00 setup and $5.00/month or increase your reseller package (if applicable). Back to Top

If an Unix plan is set at a 50 MB disk space quota, what should the bandwidth limit (per month) and Mailbox quota for that plan be set to? This is really up to you and what types of sites your client's will be running. You can setup your plans any way you like, but here is an example of a plan that would be sufficient for a low to mid-range package: 50MB Disk Space 5 GB Bandwidth 6 domains allowed Unlimited email All script languages supported. Back to Top

Are there any limits on the number of Data Sources I can have? We do not set a limit but please do not abuse them. Back to Top

What is your policy on IP addresses? Dedicated IP addresses are available at $5.00 Per Month per IP and $5.00 one time setup fee, and will be assigned following ARIN's regulations (RFC 2050). Back to Top

Where is your data center? Our data center is located in our state of the art facility in Atlanta, Georgia on the Marietta Fiber backbone (fastest in the US). Back to Top

Do you keep backups of data for clients requesting a restore? We backup every web server and database server in the HSphere cluster (for data) on a daily basis. There is no charge for this however, we do not restore users data if they have accidentally erased it. Back to Top

What is your policy on technical support? Technicians are available by email and phone. There may be delays in responding to requests during Holidays, as the staff is limited during these times. Please be aware that, while we do support the services that we sell, additional help with support design, coding, or third-party software issues may cost extra. Back to Top

How does the billing cycle work? We bill our customers on the signup date, for one month in advance. Overage charges will appear on the next month's bill. For instance, if you choose a 25MB Plan, your credit card would be billed on the day you signup (say Jan 1st), for the month of January. In January, if you used more than 25MB or, 2GB of transfer then you would be billed on February 1st for the overage from January, in addition to the monthly fees for February. Back to Top

How do I get copies of my invoices? Log into your control panel - Click on Home on the left hand side - Click on the icon for Online Invoices. Your online invoices are printer friendly. Back to Top

How do I upgrade from one plan to another? Log into your reseller control panel and click on the icon that follows your plan name on the left hand side, then choose the plan you would like to upgrade/downgrade to. Back to Top

What contract and payment terms are available? You can choose a monthly, quarterly, semi-annual or annual billing contract. We accept Visa, MasterCard, Money Orders and Personal or Business Checks, as well as PayPal. "Instant Setups" are billed monthly. Back to Top

How do I transfer my existing MS SQL Database to my new database web server? There are two options for doing this: 1. If you have a backup file of your database please email it to Support@HwyProwler.com along with the database name you created in the control panel and it will be restored for you right away. 2. Using MS Sql Enterprise Manager on your PC Open a connection to your old database and choose the export option. Supply the source server information and click next. Then supply your information for your new database web server: database(hostname: mssql1.HwyProwler.com) then click continue and your database should transfer. Back to Top