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UK Hosting - Support

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General Hosting related questions

  • Q

    My links are not working. What is wrong?

  • A

    Make sure that you have specified the correct file path, especially if you are using sub-directories. Your links should not refer to a physical location on your computer's hard drive, such as the a: or c: drive.

    You should also be sure that you are using the correct file names and that you have uploaded all of the referenced files to the correct directory.

  • Q

    I've put up my site but I still see the standard index page. What's up?

  • A

    You may be seeing a cached version of the page; please force refresh the page in the browser by simultaneously pressing Ctrl and F5 or delete all the cache/stored pages in the options/settings menu of your browser. If this doesn't help, check you're putting your site in the right place; it should go under the "public_html" folder.

  • Q

    I've installed the formmail script, but my form isn't working. Why?

  • A

    Assuming that you have successfully installed the formmail script via the UK Hosting Control Panel, then all the files will be present and the file permissions are correct. Therefore the only other reason for a problem would be your form that is calling the script.

    In your UK Hosting control panel when you installed the script you were given a link for "Usage Instruction" and example HTML code to use, please take a look at that and make sure yours is the same. Obviously you will make modifications to this to add your own fields, but the basic structure is there to follow.

  • Q

    When I try and view my website I get an HTTP Error 403 - Forbidden message

  • A

    This error indicates that there is no valid home page, or that permissions have been set on a page which does not allow you to view it.

    Cause 1: Missing or wrongly named index file

    When you don't specify a file name when accessing a site (eg visiting the domain directly as most do at http://www.domainname.com), the server searches through a list of default filenames and will display the first one it finds. Common default names are index.php, default.htm, index.htm and index.html - The first page of your website should use one of these names, with all lowercase letters.

    When we create your web hosting account, we place a simple index.html file on the server so that there is something there before you upload your site. If you delete this file and don't replace it, then you will see the error message above. To fix this, ensure that the first page in you site is called index.html

    Cause 2: Incorrect Access Control Settings

    This error will also be displayed if the directory access settings for your site's root directory are set with access criteria which you do not meet. Usually these settings are contained in a file called ".htaccess". This file is sometimes generated manually, but can also be configured by some web development tools, such as MS FrontPage.

    If you are using FrontPage, then you should alter the web permissions using this program, and republish your site. In most other cases, manually removing the .htaccess file usually solves the problem.

  • Q

    What is the server path?

  • A

    The path to your website is partially determined by your domain name, but is in the following format:
    /home/sites/your-domain-name.com/public_html
    If you are using PHP, you can find out this path by entering the following into a php script:
    echo getcwd();

  • Q

    Does UK Hostingsupport SSI (Server Side Includes)?

  • A

    Yes we do. SSI (Server Side Includes) are tags that are placed in HTML pages, and evaluated on the server while the pages are being served. They allow our customers to add dynamically generated content to an existing HTML page, without having to generate the entire page via a CGI program, or other dynamic technology.

    Pages that use Server Side Includes should have filenames which end with the suffix .shtml to be recognised by the server as such.

  • Q

    How can I change the file name extension of my index page?

  • A

    It is possible to name your default index page something other than index.html, index.cgi, index.php, etc., by using a directive in a special configuration file in your webspace. That file is called '.htaccess' (a dot followed by 'htaccess'). The directive needed is
    DirectoryIndex foo.html
    That will make the default page (i.e., the file name that will be requested if there's no filename in the URL, www.domain.com/) 'foo.html'. The change will affect the directory the .htaccess file is placed in and all sub-directories.

  • Q

    I've uploaded my site on my hosting account but cannot see it?

  • A

    Before contacting support, please read the following points:

    Is your domain on the correct name servers? To use our hosting package, your
    domain name needs to be on our nameservers. You can check this from the whois database at www.coolwhois.com or www.allwhois.com.

    If you have purchased hosting, remember that it takes 24 hours for the DNS
    changes to point your domain at your web space.

    If your name servers and DNS are correct then check that you have uploaded
    the files to the correct directory which is the public_html folder and make sure the index.html page has a small [i] in index.html and not Index.html.

    Also make sure that you have uploaded the files using the right transfer
    mode: most of the FTP clients check that for you automatically but a few don't. text/script/html files have to be uploaded using text or ASCII Mode. Pictures have to be uploaded using BINARY Mode.

  • Q

    I made some changes to my site, but when I view it still has the old pages, why is that?

  • A

    It is likely that you are pulling up a cached (a stored) version of your page. To fix this simultaneously press Ctrl and F5 on your keyboard to force reload the page in the browser from fresh. You can also try clearing your cache, on IE you go to the Tools Menu then choose Internet Options then click "Delete Files". To do this in Firefox select Options from the Tools menu, you will then find the cache options in the Privacy section. Otherwise restarting both your PC and modem might help.

  • Q

    I'm trying to upload a large file onto my webspace, and the file manager inside the UK Hosting Control Panel won't let me. Why?

  • A

    This is due to the nature of the web based FTP used, and your browser/ISP connection timing out before upload completes. To avoid this issue, if you need to upload large files to your website, then we'd recommend you use an FTP client to do so, many are freely available on the web for download for example from - http://www.download.com

  • Q

    Why can't I upload large files with FTP?

  • A

    FTP uploads are limited to 150MB per file. If you really need to use a larger file than this in your web space, you will need to split it into chunks and reassemble them after uploading/downloading them separately.

  • Q

    I'm connecting to FTP via ftp.mydomain.com which is not connecting?

  • A

    Connecting to FTP via the domain name can produce problems if the name servers of the domain have just been changed over to ours or are not on our name servers yet.

    FTP would have to be accessed via the IP address of the FTP server which can be found at the bottom of the page on UK Hosting Control panel.

  • Q

    How do I connect via Dreamweaver?

  • A

    To connect to the your website using Macromedia Dream Weaver UD4 or MX we recommend trying the following:

    1. Start the Software

    2. On the Tool Bar, click Site

    3. Then when the drop down menu appears, select Define Sites

    Click New

    Under Local Info

    4. Site Name: yourdomain.com

    5. Local Folder: This is where you store your web files, you can call it domainname

    6. HTTP Address: http://domainname.com

    7. Enable Cache: put a check Under Remote Info

    8. Access: FTP

    9. FTP Host: ftp.domainname.com or your IP address

    10. Host Directory: public_html

    11. login: username

    12. password: password

    13. Save: Check the box

    14. Use Passive FTP: default blank is fine

    15. Use Firewall: If your Computer is behind a personal firewall, then simply set the configuration.

    16. Enable Checkin/Checkout: Leave this blank

    There are other settings designed for convenience and ease of use, we suggest you contact Macromedia or consult your documentation for additional information on using these settings.

    Please Note *
    Application servers are not supported.
    DSN connections to the Database are also not supported.
    ODBC connections to the Database are not supported.

    In certain recent versions of Dreamweaver, you may experience problems connecting to our FTP servers. In these cases, please increase the "Connection Timeout" to 10 seconds, and this will resolve the problem.

  • Q

    Where do I add I upload my files to? Is it public_html?

  • A

    When you use FTP or a file manager to upload your files please make sure you put your files into the public_html directory. Files in your public_html directory can then be accessed on the internet.

    For example if I upload contactme.html to public_html for mydomain.com you could access that file at www.mydomain.com/contactme.html. Files not inside the folder public_html will not be available on the Internet.

  • Q

    Can I upload my files to the server at any time?

  • A

    Yes.UK Hosting provides you unlimited FTP access to your account 24 hours a day, 365 days a year, allowing you to set up, change or maintain your Web site at any time.

  • Q

    How do I transfer a website to UK Hosting with the minimum of downtime?

  • A

    In theory, if you do it correctly, from the outside world's point of view, there should be no downtime at all! Obviously, to start with you'll need to open your account with us. Once done, you'll be able to associate a domain name along with that account. Clearly this domain will not currently be with UK Hosting, and so to let our systems know of its existence, you'll need to create a 'reference' for it inside our Control Panel. To do so, click on 'Manage>Web Hosting' from the right-hand menu. From there, you should be able to see the following text on the left 'Click here to manage domain references.' - follow this link. Type your domain name into the 'Add a new Domain Reference' section and then press the 'Add Reference' button.

    That domain will now appear inside the top drop-down menu in the 'Manage Services' section under 'Manage Web Hosting Accounts'. Select that domain and press the 'Access Control Panel' button to the right of the dropdown menu. From there, you can allocate the domain name of your choice to work along with your hosting account. Once setup, you'll have a login to the UK Hosting Control Panel for your hosting account. On the main page of that panel at the bottom, you'll see the username, password and IP address for your FTP account. You can use them to upload your website to the server. You'll also see a link marked 'Temp URL'. If you click that link you'll be able to test the site you have uploaded to us to ensure it is correct.
    Also inside the UK Hosting Control Panel, you'll see the 'Email Configuration' button. For inside there, you'll be able to setup all the POP3 mailboxes, catch all forwarding email address and so forth that'll need.

    Once all that is done, to activate the account, you'll have to place that domain name onto our nameservers. In the case of a .uk domain, you'll need to ensure that the IPSTAG for your domain is set to EXTEND by the previous host. Many domain registration companies supply their customers with a control panel so that customers can make those changes themselves. If the domain is already on the EXTEND IPSTAG, then customers can move the domain onto our nameservers by accessing the 'Manage Domain Parking' section of their control panel. Customers will then be warned that domain is not on our nameservers and have the option to change those to ours.

    In the case of other domain types such as .com, .net and .org domains, to transfer your domains over to us, please see the support page on this subject by clicking here.

  • Q

    What happens if I exceed my bandwidth?

  • A

    For those accounts where there is a bandwidth allocation such as the Business/Express account, if you exceed the bandwidth allocation, you'll receive an email to let you know and then your account will be deactivated. The package will need to be upgraded to a higher bandwidth account type to reactivate the site immediately, otherwise it will stay deactivated to the end of the month when the bandwidth stats are reset

  • Q

    How to add Additional FTP Accounts?

  • A

    Additional FTP accounts are most commonly used to give others access to an account for the purpose of sharing a web development project - without giving them control over the entire website. By restricting their access to their home directory, you can ensure they can only modify files within this particular space.

    Each FTP account comes with a unique username which you specify when set up, and a random password. Additionally, you specify the home directory of each FTP account, which will ensure that the FTP account user cannot move below this specified area of your account.

    Please note that the master account holder is responsible for the actions of all of the FTP accounts that he/she activates. Additional FTP accounts must abide by our standard terms and conditions and we remind you that the distribution of copyright material will result in account suspension.

  • Q

    How to add New FTP Accounts?

  • A

    To add a new FTP account specify the username and directory name (within your home directory).

  • Q

    What IPSTAG and Nameservers should I use for my hosting with UK Hosting?

  • A

    Our IPSTAG(Nominet TAG) is EXTEND or you can use EXTEND. Any .uk domain should be placed on that tag, and once done all customers are advised to transfer their domains into their account with us and thereafter customers can change their nameserver settings to those as listed below through their control panel.

    ns.mainnameserver.com 79.170.40.2

    ns2.mainnameserver.com 79.170.43.3


    We would strongly recommend that customers also transfer all domains into our services via their control panel to ensure that we can fully support them.