We compiled this page using questions and support requests received from our customers. Please let us know if you found it useful and feel free to make additional F.A.Q. suggestions.
I CAN'T LOGIN TO MY SITE WITH FTP CLIENT
First, make sure you are connected to the Internet, and then set up your FTP client program using the information from from your account setup summary received from SelfNet:
- FTP host name = "ftp....selfnet.com"
- Host Type = "automatic detect"
- User ID = "your UserID"
- Password ="your Password"
- Initial remote host directory = blank
- If you are still unable to connect, please contact SelfNet Support.
I PUBLISHED MY SITE, BUT I GET AN ERROR WHEN I ACCESS IT
Make sure to name your home page file "DEFAULT.HTM" or "DEFAULT.ASP" - servers require a default document name to resolve requests like "www.your-site.com" without specifying the exact HTML file name. If your default (home) page is named "index.html", "index.htm", "default.html" or "myhomepage.html" - the server does not see it as a default document, and sends out an error message, unless you form your request as "www.your-site.com/myhomepage.html" to request a specific file.
HOW DO I SET UP E-MAIL ADDRESSES FOR MY DOMAIN ?
Once your domain is fully functional, you can set up the e-mail accounts for your domain. We will create the "Administrator@YourDomainName" account for you - please follow the instructions in your account setup letter to access our web-based mail server interface and to set up the rest of your e-mail post office.
DO I HAVE ANTI-VIRUS OR ANTI-SPAM PROTECTION FOR MY E-MAIL ?
Yes, you do. Every message delivered to you by our mail servers is scanned for viruses and suspected SPAM. Click here to find out how you can change anti-SPAM filter settings for your domain.
I DO NOT RECEIVE ANY MAIL IN MY POP3 MAILBOX
Given your e-mail software and your POP3 account are properly configured, and your internet connection is working well, the following can still prevent you from receiving mail:
- rejected messages sent with an empty <reply-to> address
- incorrect or misspelled e-mail address used by senders
- failure of the senders' e-mail server internet connection
- messages containing viruses dropped during the transfer
- your mail is removed from your mailbox from another location or PC
I CAN RETRIEVE MAIL FROM MY POP3 ACCOUNT, BUT CAN'T SEND
There can be several causes of this problem, such as:
- To avoid exposure to unsolicited e-mail messages or "SPAM" for our customers, we do not allow 'open relaying' on our mail systems. Therefore, to send an e-mail message via our outgoing servers, users must authenticate themselves with a valid ID + password combination.
Solution: Please make sure to enable SMTP authentication in your e-mail program - this is a standard feature in Outlook, Outlook Express, Eudora, iPhone, iPad and most other e-mail client programs. For sending mail using aliases, include your main account login and password in the authentication properties. To avoid typing the password every time you send a message, use the "remember password" feature.
- Your return address is not set up correctly and our mail server does not recognize you as a valid user of the mail system and refuses to relay your mail, which is a standard anti-spam practice.
Solution: Make sure your "Reply-to:" or "From:" address is valid and set up correctly in your e-mail client program.
- Sometimes local Internet access and dial-up providers close TCP/IP port 25 in order to force subscribers use their own SMTP server for relaying outgoing mail.
Solution 1: In your e-mail program setup, change SMTP server port number from 25 to 366.
Solution 2: In your e-mail program setup, replace our SMTP server with your local provider's. If you don't know the server's address, please contact your access provider and ask for that information.
I CAN'T SEE MY SITE - IS THE SERVER DOWN ?
Not likely, but there is a good possibility that you're experiencing problems with your local Internet connection or DNS service, and users from other locations can still access your web site. To verify that, we suggest to trace the route of your connection to the server. In Windows NT, you can do so by using the "tracert" command in the DOS window. We also recommend the VisualRoute utilities by Fortel, Inc. for testing connections to your server from other locations around the world found here. If you verify that your server cannot be traced from any other location, please contact SelfNet Support immediately.
HOW CAN I UPDATE MY ACCOUNT INFORMATION ?
To make changes in your account (i.e. credit card number and expiration date, contact information, etc.) using our secure server connection, please click here.