Welcome to RL Hanson-Online's FAQ's and Cllient Technical Support Information!
We are confident that the following information can serve as a valuable tool for information and troubleshooting for the most common topics and tasks.
Q: How do I access my cPanel for my website hosting?
A: You can login here or by typing into the address bar of your browser:
http://yourdomainname.com/cpanel
(example: http:rlhanson-online.com/cpanel) using your username and password which we provided during your sign-up process.
Q: I've misplaced my username and or password to my cPanel - how can I get that information?
A: Please contact us and we will provide you with your username or password within 24 hours of your request.
Q; How can I learn to use some of the tools in my cPanel?
A: Once logged into your cPanel - the first section is titled "Preferences". In that section we offer a Getting Started Guide and Video Tutorials.
Q: What are some of the tools in my cPanel?
A: cPanel Preferences, e-Mail, Files, Logs (including Visitor Stats), Security, Domains, Databases, and Scripts & Software are all available to you.
Q: Some items in my cPanel are unavailable - like adding on a domain, another e-mail address or database - why?
A: Your hosting subscription has alloted amounts of domains, databases, and e-mail accounts. Please contact us if you need more.
A: You can login here or by typing into the address bar of your browser:
http://yourdomainname.com/webmail
(example: http:rlhanson-online.com/webmail) using your full email adress as your username (example: lynne@rlhanson-online.com) and password which we provided during your sign-up process.
Q: I've lost my password for my e-mail - help!
A: Please contact us or refer to your welcome e-mail you received when signing up for our hosting.
You can also login to your cPanel and reset the password by going to email accounts/selecting the email account/clicking on "change password".
Q: I'm receiving a lot of SPAM - what can I do?
A: Spam is an issue we continually face as hosting providers.
Things you can do to help:
1. Avoid signing up for newletters, specials, or coupons from other sites.
2. Avoid using your business email for signing up on sites you aren't familiar with.
What we can do to help:
1. We recommend utilizing a feedback form for web visitors to contact you. This essentially hides your email address from spammers.
2. Remove the mailto links to your email address on your website.
3. Install a script to hide your email from spammers but still function on your site.
4. We can increase your Spam Assassin settings.
Q: How do I create a new email address?
A: Login to your cPanel, under Mail section select email accounts. Just type in your desired email name and password.
Q: I can't create another e-mail address, why?
A: Your hosting subscription includes alloted amounts of e-mail addresses. You can create as many forwarders as you like. If you need more email addresses available - please contact us!
Q: How do I get my email on my desktop program like MS Outlook or Windows Mail?
A: Your cPanel offers an autoconfiguration of your desktop email program. Or you can use manual settings to create your email account. Please remember that your domain name is your website with the correct extension - whether it be .com, .org, .biz, etc.
Manual Settings: Mail Server Username:user@domainname.com Incoming Mail Server:mail.domainname.com Outgoing Mail Server:mail.domainname.com (server requires authentication)port 26 Supported Incoming Mail Protocols: POP3, POP3S (SSL/TLS), IMAP, IMAPS (SSL/TLS) Supported Outgoing Mail Protocols: SMTP, SMTPS (SSL/TLS)
Please contact us if you need SSL settings.
Q: How do I forward my e-mail to another email address? Please note: If you create an email address account prior to creating a forward - you are responsible for removing old emails from the original account to avoid going over account limits.
A: Login to your cPanel, under the Mail section, select Forwarders. Click on Add Forwarder to create the account.
Remember, you don't have to 1st create an email account - you can just create an alternative identity (alias) and forward it to any email address you like.
Q: What is an alias?
A: Basically this is an account created as a Forwarder and sent to another email account.
Q: I need an autorespond message, how do I create one?
A: Login to your cPanel under the Mail section select Auto Responder, click on Add Auto Responder. This will automatically respond to anyone sending you an email. Important Note! Please do not test the auto responder by sending yourself an email from the same account - this will create an infinite loop of messages!
Q: What is an autoresponder?
A: An auto responder is a message that is automatically generated whenever the server receives an email message sent to a particular account. Most often they are used when going on vacation or being away from the office for extended periods of time.
Q: I'm not receiving any emails!
A: Please consider the following solutions:
1. Verify that you are able to browse to another website by typing in www.google.com in your browser.
If you receive an internet connection error - please contact the company which provides your dsl, cable, or dialup service.
2. Please login to your webmail and verify you are not receiving messages.
If you are receiving them in your webmail, then the issue is with your desktop program. Verify that your outgoing server settings are set to port 26 or port 27 in the advanced settings in your desktop program or contact your system administrator for help.
If you are not receiving the messages in your webmail: please contact us immediately so we can troubleshoot the issue.
3. If you are familiar with your Spam Assassin settings in your cPanel - please add the particular address under the "white-listed" area.
Q: People I am sending emails to are not receiving them for a very long time.
A: Unfortunately some hosting providers and especially free email accounts may take some time to process their emails. This is beyond our control.
If you feel this is not the issue - please contact us - we'll be happy to look into the issue.
1. Please re-type the web address in your browser to verify it isn't a typographical error.
2. Please verify you have made your hosting payment.
3. If you have recently signed up for our hosting - it typically takes 24-48 hours for the domain name servers to resolve.
Please contact us if none of the above is helpful!
Q: My site isn't displaying correctly, what can I do?
A: Please contact us so we can address any server upgrades or rare service interruptions.
Q: My site is taking a long time to load, what's wrong?
A: Please type in www.google.com to verify that it is not your internet connection. If the google site also takes a long time to load, please contact your internet service provider. If not, please contact us!
Q: Why am I receiving a database error?
A: Rarely you may receive a database error if there was a problem in the connection or if the server timed out. Please refresh the page. If that does not help,or it happens frequently, please contact us so we can troubleshoot the issue!
Q: I'm receiving SPAM in my feedback forms - what can I do?
A: Please contact us for some filters to be placed in your forms.
Q: I'd like to make changes to my site - can I do that?
A: Unless your site has been designed as a content management system, we or another web developer will have to make those changes.
Q: Do you offer web maintenance and updates?
A: Yes, we have very affordable subscriptions or a per incident service available. Most minor updates are completed within a 24-48 hour period.
