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Frequently Asked Questions
Below you will find answers to questions which are asked frequently to our helpdesk. In case you can't find the right answer to your question you can always contact us. The questions are ranked in the following headings:
Question about Email / webmail:
Added: 23/06/2006
You have reached the maximum disk space, or the maximum of your mailaccount. You should make more disk space available, for eaxample by deleting files from your website.
If this is not possible you can ask us for an upgrade. You can do this by sending the upgrade form to us.
You have reached the maximum disk space, or the maximum of your mailaccount. You should make more disk space available, for eaxample by deleting files from your website.
If this is not possible you can ask us for an upgrade. You can do this by sending the upgrade form to us.
Added: 05/03/2008
In order to solve your e-mail problems we need a mailheader. Below we will explain how to retrieve the headers in Outlook Express and Thunderbird.
Outlook Express:
1. click with your right mouse on the e-mail and select "properties"
2. select the "details" tab.
3. here you will see the message headers
Thunderbird: 1. select the correct message and press CTRL-U.
In order to solve your e-mail problems we need a mailheader. Below we will explain how to retrieve the headers in Outlook Express and Thunderbird.
Outlook Express:
1. click with your right mouse on the e-mail and select "properties"
2. select the "details" tab.
3. here you will see the message headers
Thunderbird: 1. select the correct message and press CTRL-U.
Added: 17/07/2006
In this case it could be that a virusscanner is blocking the incoming emails. Try to deactivate your virusscanner and try again. If the problem is solved by deactivating you virusscanner then your virusscanner caused the problem.
Also there can be found more information on the site of Microsoft.
In this case it could be that a virusscanner is blocking the incoming emails. Try to deactivate your virusscanner and try again. If the problem is solved by deactivating you virusscanner then your virusscanner caused the problem.
Also there can be found more information on the site of Microsoft.
Added: 27/02/2008
If your using our spamfilter then it's possible you see mail delivered with a small delay. This is a very effective anti-spam measurement (technical: Greylisting).
Greylisting works as follow. The first time someone sends you an e-mail our mailserver will tell the sending mailserver: "Please try again later". Good mailservers will indeed try to resent the message (mostly within 1 hour). Our mailserver will accept the mail on the next delivery attempt. The next time this person sends you an e-mail it will be excluded from the Greylisting check.
You can find more information on our mail policy information page
If your using our spamfilter then it's possible you see mail delivered with a small delay. This is a very effective anti-spam measurement (technical: Greylisting).
Greylisting works as follow. The first time someone sends you an e-mail our mailserver will tell the sending mailserver: "Please try again later". Good mailservers will indeed try to resent the message (mostly within 1 hour). Our mailserver will accept the mail on the next delivery attempt. The next time this person sends you an e-mail it will be excluded from the Greylisting check.
You can find more information on our mail policy information page
Added: 08/09/2006
If you have enabled a catch-all alias it doesn't matter what a person puts in front of the "monkeytail"; the email will always be delivered. For example if someone sends an e-mail to tester@uwdomein.nl and the user tester does not exists it will be delivered anyways.
In the early internet days it was safe to use this method. But right now it's being used by spammers. Spammers don't have to know a exact e-mail address it will be always delivered. So thats why we are advising our customers to remove there catch-all alias.
You can remove or add a catch-all alias on your Ensim control panel. If you are logged in you can go to "Aliases" and either delete the existing catch-all alias or add one (not advised!).
If you have enabled a catch-all alias it doesn't matter what a person puts in front of the "monkeytail"; the email will always be delivered. For example if someone sends an e-mail to tester@uwdomein.nl and the user tester does not exists it will be delivered anyways.
In the early internet days it was safe to use this method. But right now it's being used by spammers. Spammers don't have to know a exact e-mail address it will be always delivered. So thats why we are advising our customers to remove there catch-all alias.
You can remove or add a catch-all alias on your Ensim control panel. If you are logged in you can go to "Aliases" and either delete the existing catch-all alias or add one (not advised!).
Added: 08/09/2006
This is no problem. You can set your email account on any random computer. If you are by example on a vacation, or if you are on a different computer and want to access you mail. Then you could do this with the webmail function. You can find this at http://www.yourdomain.com/webmail/ (replace yourdomain.com with your own domain name).
This is no problem. You can set your email account on any random computer. If you are by example on a vacation, or if you are on a different computer and want to access you mail. Then you could do this with the webmail function. You can find this at http://www.yourdomain.com/webmail/ (replace yourdomain.com with your own domain name).
Added: 05/06/2008
If you want to use the catch-all alias you can login to the Ensim control panel. Goto "Aliases" and "Add an alias". Fill "catch-all" in the first text field and select the e-mail account where the catch-all alias should point to. After presseing "Add Alias" the alias is active.
WARNING: Activating the catch-all alias wil most likely result in more spam and back-scatter e-mails. More information at http://www.digitalus.nl/frequently_asked_questions/16
If you want to use the catch-all alias you can login to the Ensim control panel. Goto "Aliases" and "Add an alias". Fill "catch-all" in the first text field and select the e-mail account where the catch-all alias should point to. After presseing "Add Alias" the alias is active.
WARNING: Activating the catch-all alias wil most likely result in more spam and back-scatter e-mails. More information at http://www.digitalus.nl/frequently_asked_questions/16
Question about FTP:
Added: 18/07/2006
When the Frontpage extensions are enabled, FTP-access is disabled because of technical reasons. You have to upload your website through Frontpage. You can do this by choosing the "Frontpage of SharePoint services" method.
When the Frontpage extensions are enabled, FTP-access is disabled because of technical reasons. You have to upload your website through Frontpage. You can do this by choosing the "Frontpage of SharePoint services" method.
Added: 16/08/2006
This is right. If you create a new user and give this user FTP-access, then this user will only have access to his own folder on the FTP. It is not possible to give a user full rights to the FTP.
This is right. If you create a new user and give this user FTP-access, then this user will only have access to his own folder on the FTP. It is not possible to give a user full rights to the FTP.
Added: 14/09/2006
Check if your FTP client shows all hidden file's. These hidden files start with a "." (for example .htaccess), A directory can only be deleted when it is empty.
Please check the documentation from your FTP program.
Check if your FTP client shows all hidden file's. These hidden files start with a "." (for example .htaccess), A directory can only be deleted when it is empty.
Please check the documentation from your FTP program.
Added: 01/07/2007
Mostly these problems are caused on a local level. Currently we are aware of the following issues which can cause problems with the connection:
Mostly these problems are caused on a local level. Currently we are aware of the following issues which can cause problems with the connection:
- certain Thomson Speedtouch modems. A new ADSL router will fix the problems.
- certain virusscanner cause problems with scanning the ftp connections. We are aware that Panda Antivirus 2007/2008 causes problems. Removing the software is the only solution (disabling is not working).
Question about Frontpage:
No questions found
Question about Ensim:
Added: 20/06/2006
You can find these in your Ensim Control Panel. You can find this panel at http://www.yourdomain.com/admin/. Here you can login with your username and password that you have received per email when your account was created.
You can find these in your Ensim Control Panel. You can find this panel at http://www.yourdomain.com/admin/. Here you can login with your username and password that you have received per email when your account was created.
Question about Website:
Added: 20/06/2006
There are two possible reasons this can happen. First of all it could mean your computer has a copy of the website cached. You can press Ctrl +F5 (Internet Exploder) or Ctrl + R (Mozilla Firefox) to let the page reload from the server. You should see your new website now.
If the problem remains you could try to upload your website again to the /var/www/html directory directly.
There are two possible reasons this can happen. First of all it could mean your computer has a copy of the website cached. You can press Ctrl +F5 (Internet Exploder) or Ctrl + R (Mozilla Firefox) to let the page reload from the server. You should see your new website now.
If the problem remains you could try to upload your website again to the /var/www/html directory directly.
Added: 08/09/2006
We don't allow shell access because of security reasons.
We don't allow shell access because of security reasons.
Added: 08/09/2006
The absolute path to your html-folder on your website is /var/www/html.
The absolute path to your html-folder on your website is /var/www/html.
Added: 12/10/2007
If you have registered extra domains and want to link them to a part of your website. You can do this by creating an .htaccess file in your mainwebsite_html directorie with the following content:
RewriteEngine On
RewriteCond %{HTTP_HOST} (www\.)?yourdomain.test$ [NC]
RewriteCond %{REQUEST_URI} !^/test/.*$
RewriteRule ^(.*)$ /test/$1
In the above example the yourdomain.test is being forwared to the /test directorie. It's very important that you copy/paste it exactly as it's mentioned above!
Digitalus can not give support on the above sollutiont!
If you have registered extra domains and want to link them to a part of your website. You can do this by creating an .htaccess file in your mainwebsite_html directorie with the following content:
RewriteEngine On
RewriteCond %{HTTP_HOST} (www\.)?yourdomain.test$ [NC]
RewriteCond %{REQUEST_URI} !^/test/.*$
RewriteRule ^(.*)$ /test/$1
In the above example the yourdomain.test is being forwared to the /test directorie. It's very important that you copy/paste it exactly as it's mentioned above!
Digitalus can not give support on the above sollutiont!
Added: 12/10/2007
If the webserver encounters an unknown problem it will return an Internal Server (error 500). We can not give you a "one-fits-all" answer. But mostly the problems are caused because:
If the webserver encounters an unknown problem it will return an Internal Server (error 500). We can not give you a "one-fits-all" answer. But mostly the problems are caused because:
-
An PHP script has the wrong permission. It should not have higher permissions then 755. The script also may not be executed within a directorie which have the wrong rights.
More information about Linux file permissions can be found here. - There is a bug in the perl/PHP script. You should contact the maker of the software.
Added: 12/10/2007
Setting up file permissions to 755 should be enough. For some scripts it might be required to have 777 permissions on certain directories, this is possible as long there are no PHP scripts in the directorie.
If you setting permissions to unsecure (for example 777 permission) you will receive Internal Server errors. You can find more information here.
Setting up file permissions to 755 should be enough. For some scripts it might be required to have 777 permissions on certain directories, this is possible as long there are no PHP scripts in the directorie.
If you setting permissions to unsecure (for example 777 permission) you will receive Internal Server errors. You can find more information here.
Added: 27/02/2008
We do not support cronjobs.
We do not support cronjobs.
Added: 28/04/2008
Because the statistics functionality is very limited in Ensim we advise people to use for example Google Analytics (free!). Google Analytics with the combination of Google webmaster tools will also help you to improve your search engine optimalisation.
More information:
http://www.google.com/analytics
http://www.google.com/webmasters/tools/
Because the statistics functionality is very limited in Ensim we advise people to use for example Google Analytics (free!). Google Analytics with the combination of Google webmaster tools will also help you to improve your search engine optimalisation.
More information:
http://www.google.com/analytics
http://www.google.com/webmasters/tools/
Added: 09/05/2008
To enable the mod_rewrite functionality you need to add the following text in an .htaccess file:
Options +FollowSymlinks
RewriteEngine on
To enable the mod_rewrite functionality you need to add the following text in an .htaccess file:
Options +FollowSymlinks
RewriteEngine on
Question about MySQL:
Added: 23/06/2006
The default password of your MySQL is the same as you username. You can change this password in your Ensim Control Panel.
U can change your settings by logging on your /admin panel. Aftert this you goto "Services" in the left menu. Now you can goto the MySQL settings menu by clicking on the "pencil" behind MySQL.
The default password of your MySQL is the same as you username. You can change this password in your Ensim Control Panel.
U can change your settings by logging on your /admin panel. Aftert this you goto "Services" in the left menu. Now you can goto the MySQL settings menu by clicking on the "pencil" behind MySQL.
Added: 23/06/2006
You first have to create a MySQL database. You can do this by logging on the Ensim panel (/admin), after that you goto "Services" in the left menu. If you click on the "pencil" behind the MySQL services you can change the password and create databases.
If you goto "List Databases" you will see your created database listed.
To connect to your database you need to connect to localhost(db host) with user and password.
You first have to create a MySQL database. You can do this by logging on the Ensim panel (/admin), after that you goto "Services" in the left menu. If you click on the "pencil" behind the MySQL services you can change the password and create databases.
If you goto "List Databases" you will see your created database listed.
To connect to your database you need to connect to localhost(db host) with user and password.
Question about Sales:
Added: 23/10/2006
There is no limit on the amount of extra domains you can add to your hosting package. If you want to order extra domains you can do it here.
There is no limit on the amount of extra domains you can add to your hosting package. If you want to order extra domains you can do it here.
Question about PHP:
Added: 08/09/2006
Because we run PHP in a jailed environment it's not needed to have SafeMode enabled.
Because we run PHP in a jailed environment it's not needed to have SafeMode enabled.
Added: 12/10/2007
To offer a stable and safe hosting platform we are using the following default PHP settings:
register_globals = Off
allow_url_fopen = Off
Ofcourse it's possible to change these settings for your website if required. You can do this by sending an email to support@digitalus.nl.
To offer a stable and safe hosting platform we are using the following default PHP settings:
register_globals = Off
allow_url_fopen = Off
Ofcourse it's possible to change these settings for your website if required. You can do this by sending an email to support@digitalus.nl.
Question about Administration:
Added: 12/10/2007
To cancel your contract you have to do this 3 months prior your end of contract date. For protecting our customer we only accept a cancellation form registered postal.
To cancel your contract you have to do this 3 months prior your end of contract date. For protecting our customer we only accept a cancellation form registered postal.
Added: 12/10/2007
We make invoices 2 months in advance because we have to pay the domains in advance too.
We make invoices 2 months in advance because we have to pay the domains in advance too.
Added: 12/10/2007
In case you have used to much bandwidth we will send you an invoice at the end of the month. We charge €2,- (ex. 19% BTW) per 1 GB (1000MB).
We will never disable your website.
In case you have used to much bandwidth we will send you an invoice at the end of the month. We charge €2,- (ex. 19% BTW) per 1 GB (1000MB).
We will never disable your website.
Added: 12/10/2007
Upgrading your product does not cost you extra money. You only pay the difference between both products and multiply it with the months left before the contract ends. You can download the upgrade form and sent it back to us by post, fax or email. After we receive your upgrade request we will upgrade your hosting product as fast as possible.
Downgrading is only possible if you requested it at least 3 months before the end of the contract date.
Upgrading your product does not cost you extra money. You only pay the difference between both products and multiply it with the months left before the contract ends. You can download the upgrade form and sent it back to us by post, fax or email. After we receive your upgrade request we will upgrade your hosting product as fast as possible.
Downgrading is only possible if you requested it at least 3 months before the end of the contract date.
Added: 12/10/2007
It's possible to trade your package/domain. You need to download the following form and sent it back to us by post,email or fax.
It's possible to trade your package/domain. You need to download the following form and sent it back to us by post,email or fax.
Added: 10/06/2008
We are using two different email addresses for communicating to our customers.
Administrative:
This e-mail is being used for sending administrative (e.g. invoices) emails. You can change this via our customer system.
Ensim:
This email address is being used for technical notifications such as maintenance. You can change this e-mail address by going to your Ensim control panel (/admin) and go to “Site Information”. You now can click on the “Change Administrator information” option. Here you can change your email address to the desired one.
We are using two different email addresses for communicating to our customers.
Administrative:
This e-mail is being used for sending administrative (e.g. invoices) emails. You can change this via our customer system.
Ensim:
This email address is being used for technical notifications such as maintenance. You can change this e-mail address by going to your Ensim control panel (/admin) and go to “Site Information”. You now can click on the “Change Administrator information” option. Here you can change your email address to the desired one.
Question about Domainregistration:
Added: 23/10/2006
A Registrar-Lock is an extra protection layer to prevent people to steal your domain. With this lock active the domain can not be transfered to other people.
When transfering the domain to Digitalus you first have to ask your current webhoster to remove the lock. Afterwards we can transfer it without problems.
A Registrar-Lock is an extra protection layer to prevent people to steal your domain. With this lock active the domain can not be transfered to other people.
When transfering the domain to Digitalus you first have to ask your current webhoster to remove the lock. Afterwards we can transfer it without problems.
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