Support

Welcome to our Support page. Please visit this area whenever you have any questions about using your hosting account and before contacting us with questions about how to use your account and its features.

Page Contents:

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System Status
Our System Status page contains information on our current system status, including any planned system maintenance.

Knowledge Base
We provide a large knowledge base of information which can be found via the ‘Help‘ link at the top of your Web Control Panel for our newer hosting accounts. Some of the most popular articles can be found in our help pages.

Hosting Features
Our hosting packages provide a large number of features. To see information about these, please go to our Features page, or directly to our Linux Features or Windows Features pages. Simply move your mouse over the text links on those pages and the information will appear.

Web Control Panel
Your Web Control Panel can be accessed using http://cp.yourdomain.com or https://ssl.extendcp.co.uk

Mobile Control Panel
Our hosting provides a Control Panel optimised for use on most mobile devices, such as the Apple iPhone, iPod touch, iPad, Google Android devices, and many others. There is no App to download to access this Control Panel. Simply enter your normal Web Control Panel address into your mobile device’s web browser and it will automatically connect you to the iPhone Control Panel.

WebMail
You can access WebMail directly from your Web Control Panel or using the format http://webmail.yourdomain.com (or https://www.outitgoes.com).

Email Access
The email server address for receiving email (POP3/IMAP) should be entered into your email software using the format mail.yourdomain.com and your domain name (without www. or any other prefix) should be used for the email username.

The outgoing mail server (SMTP) address is the same as the POP3/IMAP server address as shown above. Our outgoing SMTP service uses username and password authentication, so the outgoing SMTP Authentication option (not Secure Password Authentication or SPA) should be enabled in your email software if using our SMTP service for outgoing mail. The username and password to use is the same as your incoming POP3/IMAP email domain username and password. We recommend using STARTTLS encryption.

SMTP Outgoing Email Port 587 should be used when using SMTP outgoing email with us. Ports 25 and 465 are no longer supported.

FTP Access – File Uploads
FTP access to upload your website files is available using the format ftp.yourdomain.com as the host name and your domain name (i.e. yourdomain.com and not www.yourdomain.com) as the username. You can also use the FTP IP address as the host name. Your FTP IP can be found in your Web Control Panel along with the FTP password.

When uploading your web files, please ensure that you upload using the correct file transfer mode. This can either be ASCII, Binary or Auto-Detect. Your website files must be uploaded into the public_html folder (directory). If they are uploaded outside of this folder they won’t appear in a web browser. Any CGI (or Perl) files (i.e. .cgi, .pl) can be uploaded into the cgi-bin folder (or public_html).

ASCII files include plain text files (with the extension .txt) and also include web pages (with the extensions .htm, .html, .shtml, .php, etc.), Perl / CGI files (.pl and .cgi) and ASP (.asp). Some files used with scripts may also need to be uploaded in ASCII mode, i.e. .dat text-based data files, .cfg and .con configuration files, etc. Please check with your script supplier.

Binary files include images (.jpg, .gif, .png), program files (.exe), audio files (au, wav, mp3, etc.) and compressed files (.zip) etc.

Auto-Detect: The auto-detect setting in FTP software will automatically detect and transfer most files in either ASCII or Binary. However, the FTP software normally has a list of ASCII file extensions somewhere within the settings or options that includes the most popular ASCII files types. You can edit these lists to add any file extensions that are not present (for example, some server scripts and software write to ASCII text files with the extension .dat) so that extension type can be added manually if required.

Please note that our system uses FTP Locking as an added security measure, so please ensure that you have unlocked FTP from your Web Control Panel when you need to access FTP.

SSH Access
SSH access is only available on certain hosting accounts and this must be requested with us. For more details please go to our SSH access page.

Domain WHOIS Privacy
Domain WHOIS Privacy is free of charge and available with several domain types. Details can be found here.

Domain DNS Changes
You can change your domain’s DNS settings (i.e. A, MX and CNAME Records) from our Domain Control Panel using your Web Control Panel login details. However, this feature is only available if we are your domain provider (as well as hosting provider). Otherwise please contact your domain service provider for DNS changes or you can transfer your domain to us.

Domain DNS details can be found here.

Website Access
You can access your website as either http://www.yourdomain.com or without www as http://yourdomain.com

Lost or Forgotten Passwords
Should you forget or lose any of your passwords, you can change them from your Web Control Panel. If you are unable to access your Web Control Panel, you can use the forgotten password link from the Web Control Panel login page to have your password changed. However, please note that this process will require you to set a new password instead of retrieving the existing password.

Web Forwarding
Web forwarding allows you to forward a web page onto another web page automatically. For example, you could forward http://www.existingwebsite.com onto http://www.otherwebsite.com, or http://www.existingwebsite.com/oldpage.html onto http://www.otherwebsite.com/newpage.html.

If you have a newer hosting account with us (after April 2010) you can create web redirects from your Control Panel. If you have an older hosting account with us (before April 2010) then you can create web forwarding pages with the example page here

For domain mapping details, click here.

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Website Links Useful Software Downloads & Web Links

Below are some software downloads and website links you may find useful. Please note that we are not able to provide support for third-party software products and we are not recommending any particular product with this list.