First Global Server
http://www.firstglobalserver.com
How To and Support FAQ
NOTE:
This FAQ Includes 4 Separate Categories - Standard, Mail, Web Control Panel,
and MS FrontPage
Please also visit
the Welcome Page of your Website for Access
Categories
Standard Support Questions
Mail Information Including
POP Accounts, SMTP, AutoResponders, Mailing Lists and MajorDomo
Web Based Control Panel
MS FrontPage Specific Support
Questions
My Pages Are Not
Showing Up After I Upload Them, Why?
There may be two reasons for this:
Reason A:
If your domain name has not propagated through the backbone yet and you are accessing your domain via IP address we are now using the internet standard of virtual domain hosting due to Arin's mandatory compliance for IP allocation. Thus you are seeing the base servers FAQ which you are reading now. Your site FAQ does not include this item. You will not be able to view your site via host name until this move completes unless you update the Hosts file on your personal computer to resolve this IP to the desired host name. To do this in your windows directory you will see a hosts.sam file with examples on how to modify the file and add host records. After you modify it, save it as hosts and not hosts.sam. Make sure to add 2 lines to the hosts file - www.YourDomain.com and YourDomain.com - The changes should take effect immediately. Close all your internet browsers and reboot your computer, then access your site via domain name. After your domain has propagated through the backbone remove the two entries from the hosts file. NOTE: We do not recommend this action for users not familiar with computers or the hosts file. We will not take any responsibility for any issues caused or related to your computer from your actions. This information is solely for the purpose of computer experts and developers to assist in the site design.
Reason B:
When you first
log in to your site via FTP you will be connecting to your user directory.
This is the /users/YourUserName
The /web directory you see
in the file list of your FTP client is your users web directory and NOT
the ROOT web directory. If you upload files to this web directory
it will ONLY be accessible via http://www.yourdomain.com/~YourUserName
So How Do I Upload
To The Root Web Directory?
Make sure you are connected
via FTP with a user who has site administrative rights. When you
initially log in you will need to go down two levels to your site's root.
All FTP clients have a method for descending to a lower level. For
example, on WS-FTP it is a '..' at the top of your file list and in CuteFTP
it is a yellow folder with an arrow in it. When you descend
the first level you will then be located in your /users directory.
You will need to descend one more level until you see the following directories.
/logs
/users
/web
Go into the /web directory.
This is where you will see your root's index.html file. This is the
root area where you should upload your files and will be displayed at the
URL of http://www.YourDomain.com/
NOTES:
If you can set your initial
directory in your FTP client you can configure it to /web which will accomplish
the same as above.
The default page MUST be
named one of the following. FrontPage users can not use the standard
Default.html.
index.htm
index.html
index.shtml (Only use if
SSI is Required)
If you do not wish to use
the default page of index.html make sure to delete it as it will override
and load all other index pages.
What FTP Program Should
I Use?
We suggest using CuteFTP
or WS-FTP which are Shareware based applications and can be found at http://www.download.com
and http://www.shareware.com
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I Can Not Access
My Domain Via Host Name, Why?
Once you receive
the confirmation letter from us that your account has been setup, you should
be able to access your domain instantly via IP address. However due
to how the internet works, it can take up to 72 hours for these DNS changes
to propagate through all of the Internet's backbone before your domain
becomes live via domain name. During this time your domain may even
be assessable by host name and then mysteriously quit. This is also
part of the propagation process, as it simply depends on what routers your
request takes to get to the domain.
If you are attempting to
access your web based control panel, you should have received instructions
in our response email on how to access the web based control panel before
the domain goes live. Please contact us if you need further assistance
regarding this issue.
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Where Are
My Pre-Installed CGI's Like FormMail and Guest Book Located?
PLEASE NOTE: Pre-Installed
CGI's Will Be Available On Qualifying Accounts Only
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What Are
The Server Paths For User Installed CGI Scripts?
| Sendmail: |
/usr/lib/sendmail |
| Perl Version 5.005_03 |
/usr/bin/perl |
| Domain path: |
/home/sites/www.DOMAINNAME |
| Html docs path: |
/home/sites/www.DOMAINNAME/web |
| Cgi-bin path: |
/home/sites/www.DOMAINNAME/web/cgi-bin
OR
/home/sites/www.DOMAINNAME/web (create your own directory) |
PLEASE NOTE: CGI's
Will Run Only On Qualifying Accounts And We Do Not Support User Installed
CGI's
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I Want To
Have A Secure Order Page, How Do I Access And Use SSL?
Any account which is located
on one of our servers has access to our secure server also known as SSL.
There is No Charge for setup or use of our Certificate, however it must
be requested and is not included initially.
To request access to our
secure server simply send an email to our Support Staff and include the
Domain Name which needs access.
Please allow up to 48 Hours
for this feature to be configured. You will be notified via email
after setup is complete.
After setup is complete to
access the page via a Secure Socket simply change the page link from http://
to https:// as in the below example:
Unsecured - http://www.DOMAINNAME/faq.html
Secure - https://www.DOMAINNAME/faq.html
NOTE: DO NOT
use https links for all of your web pages as this will dramatically decrease
your site load times and dramatically increase our server resources.
ONLY use it on pages that require Secure Sockets like order forms or Personal
Information Transactions. Abuse of this will result in the disabling
or additional fees for this feature on your account.
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Can I Have
More Than One Domain Point To My Existing Site?
YES! Please contact our
sales staff for the current cost to add this feature.
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How Do I
Create A Password Protected Directory?
Use the access.cgi script located
in your CGI-Bin directory. To use it simply go to http://www.DOMAINNAME/cgi-bin/access.cgi
The first time you access
it you will be asked to choose an administrative password. Once that
is done you will see a page that allows you to create user ids and passwords
for directories on your domain.
When entering the directory
name only include the directory portion of the name. That is if you
are protecting http://www.DOMAINNAME/thisdirectory then the directory value
would be /thisdirectory.
NOTE: The directory must
already exist and you must put the administrative password you chose in
the last field.
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Where Do
I Find The Site Statistics?
1. Go to your web based control
panel located at http://www.DOMAINNAME/siteadmin and log on.
2. Click on the Site Usage
Button on the right side of your browser
You can also look at detailed
statistics for your webpages at http://www.DOMAINNAME/stats
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How Do I
Create A Custom 404 error / Missing Docs page?
Simply create the page you desire
to be your Missing Docs page and upload the Custom 404 error page as missing.html
into your root web directory. This will replace the default 404 page
so your FTP client may ask if you desire to replace the file.
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How Do I
Configure My Email Account? What Are The Values?
Below are the values needed
to configure your email client....
Full name = User ID We Supplied
You
Email = UserIDWeSuppliedYou@DOMAINNAME
Internet Mail server = DOMAINNAME
Account = User ID We Supplied
You
Password = Password We Supplied
You
SMTP Sever = DOMAINNAME
From = AnythingYouWant@DOMAINNAME
Outgoing email server = use your connection provider's relay Mail Server
If you would like additional
POP email accounts, from your web based control panel located at http://www.DOMAINNAME/siteadmin
click on the add user button. If you have any questions during the
setup simply click on the ? next to each step and instructions will be
shown at the bottom of the screen. Remember each account has a maximum
number of users/pop accounts.
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My Email
Is Getting Rejected / Fails When I Send It to My Domain.
There are 4 possible reasons
your email is being rejected when you send to your domain.
1) Your domain name
has not yet fully propagated through the web and some routers can not find
your site on the new server, thus sending back a failure. Please
allow up to 72 hours for your domain name changes to propagate through
the web after the DNS updates have been completed.
2) You do not have an email
alias configured for that name. This is usually not the case as we
always configure the site to catch all emails sent to it and forward them
to the main user. If you removed the @www.DOMAINNAME from your alias
section on your site administrators mail, this could be the case.
If you do not want the catch all email address active simply assure the
aliases you are sending to are in the user section as name only and not
name@DOMAINNAME.
3) You requested the
Everyone.net service at time of setup. You can not run everyone.net
service and POP accounts at the same time, and due to this we did not enable
the accept email for this domain feature. If you desire the Everyone.net
service you must register with them at http://www.everyone.net
and send us the DNS updates they provide you after setup is complete.
If you desire standard pop accounts send our support team an email and
we will convert your service back to POP based accounts.
4) Email was not enabled
on your account due to a request or an error. Contact our support
staff regarding this issue.
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Does Each
POP/User Account Include An Email Autoresponder / Vacation Reminder?
YES! To setup an AutoResponder,
follow the below instructions...
1. Go to your web based control
panel located at http://www.DOMAINNAME/siteadmin and type in your User
ID and password when prompted.
2. Locate the User you wish
create the AutoResponder for and click on their blue email button.
Check the box next to the Vacation/AutoResponder Email Reply section and
type in the message you would like sent.
NOTE: The AutoResponder
is configured so it will reply back to a specific email address once per
week. This is the standard Linux AutoResponder configuration.
This setting is server wide and can not be modified. The Subject
of the email will say something similar to "AutoResponder from Your Name."
At this time it can not be modified.
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How Do I
Configure Email Forwarding / Redirects?
Email Forwarding / Redirects
is the ability to send an email to You@YourDomain.com and allow it to be
redirected to You@YourISP.com or You@HotMail.com.
This can be configured in
your web based control panel or by following the below instructions.
1. Go to your web based control
panel located at http://www.DOMAINNAME/siteadmin and type in your User
ID and password when prompted.
2. Locate the User you wish
create the redirect for and click on their blue email button. In
the Forward Email To field, type in the email address you would like that
user's email to go to.
3. Save Changes
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How Do I
Access / Use The Subscribable Mailing Lists / Majordomo?
1. Log into your web based control
panel located at http://www.DOMAINNAME/siteadmin
2. Click on the List Management
link on the left hand side
3. Click on the Add Mailing
List link.
NOTE: To allow
users to subscribe to the list please make sure to select the option....
This option will allow users to subscribe and unsubscribe themselves from
the list by sending mail to majordomo@www.DOMAINNAME with the words "subscribe
listname" or "unsubscribe listname" in the body. (listname is the name
assigned to the mailing list when it is created)
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How Do I
Access My Web Based Control Panel?
Go to http://www.DOMAINNAME/siteadmin
and log on with the user ID and Password we supplied you in your conformation
email.
NOTE: If your
domain has not yet propagated through the web please review the conformation
email we sent you for a temporary access solution.
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I Get A
Password Error When I Click On The Server Management Icon In My Web Control
Panel, Why?
The server management area in
your web based control panel is only for our NOC team. Clients and
Resellers do not have access to this area.
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Do Users
have their own web based control panel to change their mail passwords,
etc...
Yes - After creating the user
in your site admin area simply direct them to http://www.DOMAINNAME/personal/
and log in with the desired users ID and password.
NOTE: Your domain
must be accessible via host name prior to this feature being available.
Access via your accounts IP address will result in an error.
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How Do I
Publish Using FrontPage 2000?
After you create your web page
click on File --> Publish Web. When prompted simply put in http://The.IP.Address.We.Sent.You.
If you can access your domain from the web via host name you can also use
http://www.DOMAINNAME versus IP. This however will take a few days
before the DNS changes propagate through the internet.
Each of the users you create
from your web based control panel can also have their own web site accessible
via http://www.DOMAINNAME/~UserName. When they publish to their personal
site they must put in the following http://www.DOMAINNAME/~UserName.
PLEASE NOTE - If you create the users as Site Administrators they could
replace your root web pages by mistake if they do not follow these instructions.
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When I Upload
Using FrontPage, The Default Welcome Page Is Not Replaced.
If you are using Microsoft FrontPage to publish your
site please be aware that you CAN NOT use default.htm as the home page.
We run Linux RedHat as our
server platform and it accepts the following pages as the defaults:
index.htm
index.html
index.shtml (Only use if
page includes SSI's - Server Side Includes)
To resolve this issue simply
change the default home page file name in your FrontPage settings.
Also read and follow the below instructions for the common FrontPage Keeps
Telling Me Incorrect Password publishing, this may also assist.
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Why Am Getting
An "Extensions Are Not Operational" Error?
If FrontPage alerts you that
the extensions are not operational, or if your site still publishes but
the web pages that utilize the FrontPage extensions always come up as bad
links, there could be 2 different possibilities.
1) When you initially
ordered the account you did not check the Install FrontPage Extensions,
thus they were not installed. Please send a note to our support staff
requesting that we install FP Extensions. Please make sure to include
your domain name.
2) This error can sometimes
also be caused by corrupt FP Extensions. Please contact our support
staff and request a reinstall of the extensions. Make sure you have
a backup of all your data before you request this. In some cases
it may cause data loss.
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I Am Using
FrontPage And The Active Server Pages (ASP) Feature Does Not Work, Why?
ASP is an add-on feature for
our servers due to the expense in licensing for the Linux OS. This
feature will be available at a later date and you will need to contact our
sales staff for pricing and availability.
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I Am Attempting
To Create A SubWeb, However It Gives Me An Error, Why?
We do not support subwebs due
to a well documented security risk and do not wish to put our servers nor
clients at risk.
You may receive the following
error message if you are attempting to create a subweb - Server error.
The web server you are using does not support creating, renaming or deleting
subwebs from the FrontPage client. You must ask your ISP or web server
administrator to create, rename or delete your subweb.
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FrontPage
Keeps Telling Me Incorrect Password
If you are attempting to publish
using Microsoft FP 2000 or FP 98 and it keeps asking you for your user
ID and password, there may be a few issues.
1) You may be attempting
to publish to the domain name before it has been transferred to our services.
When Front Page asks you to enter the web address, put in http://The.IP.Address.We.Sent.You
versus http://www.DOMAINNAME
2) You may be attempting
to publish to a user you created who does not have Site Admin rights to
your site. So when you are prompted for the address to publish to,
you MUST put in the following - http://www.YourDomain.com/~UserName
3) It is the incorrect password
for that user and you must reset the password.
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