Online Support ManualPlease use this manual to resolve any problems or questions you may have regarding your account before contacting our Tech Support Staff.Chapter One - Support Home Chapter Two - General Account Information Chapter Three - The Control Panel Chapter Four - FTP & Fetch Instructions Chapter Five - Telnet Access Chapter Six - POP 3 Email Settings Chapter Seven - Mail Manager & Mail Lists Chapter Eight - Microsoft FrontPage Chapter Nine - Anonymous FTP Chapter Ten - Site Statistics Chapter Eleven - Password Protected Directories Chapter Twelve - CGI-Bin, Formmail, SSI Chapter Thirteen - Secure Socket Layer (SSL) Chapter Fourteen - Changing Your Password Chapter Fifteen - PHP Chapter Sixteen - Policy, Guidelines, & Disclaimer Chapter Seventeen - Real Audio, Real Video Chapter Two - General InformationOverviewTech Support Account Billing Support Advance Payment Discounts Change Credit Card Information Down Servers What are all the files and directories in my account? How can I create my own "404 Not Found" error page? Overview Customer Tech Support is here to provide you, the web master, with the services that security requires us to do for you, like SSH and Domain Parking, and to act as liasons to the Network Operations Staff. Tech Support is not for the purpose of teaching you how to operate your domain, build a web site or troubleshoot your code. Our servers are directly linked to multiple Internet Backbones by fiber optic cables making it unnecessary to link to the Internet through T1 or T3 Telecom circuits . . . no telecom circuit means that circuit failure is virtually eliminated. It is most likely that a problem reaching your site is located between you and the internet - not a broken machine. With staff on duty 24 hours a day and monitoring programs checking the status of each and every machine; it is assured that we will know the moment any trouble arises, resolve the problem, and send you an e-mail before anyone notices your site is down. On the other hand, with all the shear power placed in your hands, through the Server Control Panel, FTP and Telnet, most of the actual problems we have been called upon to resolve were simply caused by overwriting, or deleting essential files. Webmasters, please be mindful of the important responsibilities of good housekeeping, backups and being a good neighbor on these servers. Back to the topTech Support For support questions, please use the Support Form in your server control panel or email us. We will answer your email usually within a few hours, but always within 24 hours of your email. We have added this manual to provide you with fast answers. Always refer to this site before contacting Tech Support. We try to provide you with fast (within 2-3 hours) email replies but at times this is not going to to be the possible since we can only handle so many requests at any given time. Back to the topAccount Billing Information For billing questions, send an email to Sales. We accept Mastercard, Visa, Discover, and American Express. You may submit a new card or a different payment method in your control panel under the "Account Management" button. If you select "pay by check" you may do so by sending your payment (in US funds only) to: REM Services By paying your account 3, 6 or 12 months in advance you receive the following discounts: Down Servers Well it happens and there is not much that can be done when it happens except to fix the problem, that is if the problem is on our side. Once you've established an internet connection through your PC, your dial up travels through several points before you actual log into our servers. If there are any problems, within or at any of those points, it will prevent you from logging into your account. This obviously is out of our control. However, in the event that one of our servers does go down, it simultaneously sets off an alarm, that sounds much like a fog horn, and tends to cause people within our general area to head for storm shelters due to its loudness. Let us assure you that we are aware of a down server before you are. We truly do not mind you calling us, but we would much prefer concentrating all our efforts on fixing the problem than answering the telephone. Wouldn't you?.Our servers are configured to restart should there be a failure. The entire process takes approximately 10 minutes. When you do place a call for Tech Support you will often get our voicemail, especially after normal business hours. This should not alarm you, it is simply an indication that our hands are full at the moment, so please leave a detailed message and your call will be handled promptly - either by a return telephone call or email, so PLEASE leave your account name and email address.We offer phone support, if needed, during regular business hours. If you reached our voicemail, please leave a message your call will be returned promptly. Email support is 24 hours a day and all email is answered and handled promptly. Remember, email is the most efficient means for providing Tech Support to our customers. We ask that voice support be reserved for emergency purposes only.Back to the top What are all the files and directories in my home directory? Do not delete or change any of the directories or files that are located in your account other than uploading to your www directory with pages of your own design. The initial page of your site should be named index.html, this way when a user types in the url www.yourdomain.com, they are taken straight to the initial page of your site without any further input. When you connect to the root or "home" directory of your account via ftp, you will see the following system files & directories/folders which are landmarks suggesting a successful connection: File/Directory Name - Descriptiondomain-anonftp - this folder is used for your anonymous users to download public files. domain-web-logs - this folder contains all access logs of visitors to your site domain-mail - this folder holds all POP mail accounts for your domain domain-www - this folder stores all html files for your domain (same folder as the www folder) www - this is where you put all your html files and subdirectories (same folder as the domain-www folder) domain-secure - this folder stores all secure html files (same folder as www folder and domain-www folder) this is an aliases folder that is secure when the right URL path is called correctly. Example: https://secure-server.net/domain_name/file.name Of these directories, the most important one is named "www". Every account has its own separate "www" subdirectory. Files placed in the "www" directory are visible to remote browsers over the Internet, so this is where you want to place all your html documents, graphics, sounds, files, etc. which you want people to be able to access from the world wide web. For example, when a browser asks for URL http://yourdomain.com/page.html, Apache looks for the file: /home/yourdomain.com/www/page.html and sends it out. The system will automatically place any needed files in the other directories.All your HTML files and subdirectories should be placed in the www directory. Your CGI-BIN is also located in the www directory. REMEMBER - name your home page index.html or index.htm.How do I create my own "404 Not found" error page? Your first step is to create the HTML page you want to use as your error message and upload it to your www directory. Next, create a text file and name it ".htaccess" and add the following line (the URL should point to your error page) ErrorDocument 404 http://www.yourdomain.com/yourerrorfile.html
Finally, upload your .htaccess file to your www directory. After you complete these steps, anyone trying to access a page that does not exist will be redirected to your error page.
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