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Support

Limited Technical Support

Gondola Webworks is pleased to provide complimentary limited technical support to its clients through the following email address

Technical Support : support@gwebworks.com

This support is limited to ensuring that clients' hosting accounts are basically functioning properly and that cPanel, emails, webmail, FTP and web space are all functional.

Complimentary technical support, in general, does not cover software installed in the clients' web space, such as shopping carts, bulletin boards, mailing lists and the like, installed by the client using the tools provided as part of this service. For that, the client is asked to consult the software's user manual or the software manufacturer's website.

Links to external Software Support

·        cPanel Control Panel : Support Page, User Manual

·        Spam Assassin : Home Page, FAQ

·        Webmail clients : Neomail, Horde, SquirrelMail

·        AWstats : Home Page

·        Invision Board : Home Page

·        PHP-Nuke : Home Page

·        osCommerce : Home Page

·        Agora Shopping Cart : Home Page

Frequently Asked Questions

General

1. How can I check if my website is up and viewable by anyone on the Internet?

If you have reason to suspect your website may be down, you can check it on another PC, preferable at a different location.

You can also check it from your PC, but through a third-party website such as Surfola.

Just click here to check your website. Just enter the web address in the field at the lower left corner of the window. Your website should appear in the main frame of the Surfola web page.

DNS

1. How can I get my own domain name?

In order to get a domain name you have to register it with a domain name registrar such as directNIC, and provided it is not already taken, you can own it in just a  few minutes. There is a yearly fee involved.

2. Once I get my domain name, what next?

A domain name is used to point to web space that you have, and in which you store your website's files. That means that once you arrange for your domain name you have to point it to your web space at Gondola Webworks. After the new domain name propagates throughout the whole Internet (about 48 hours), then your web space will become live via that domain name.

3. What are Gondola Webworks' nameservers?

When you register your domain name, you will need to specify the address of the nameservers associated with your Gondola Webworks web space. These are:

Nameserver 1 = ns1.gwebworks.com

Nameserver 2 = ns2.gwebworks.com

4. Do I have to have a domain name to have my website on the Internet?

No. You can have your website hosted under the Gondola Webworks domain as a canonical domain name, i.e. your domain name would be http://whatever.gwebworks.com and your email addresses would all be whomever@gwebworks.com.

5. How come my domain name does not work yet?

Upon activation, it will take your site 24-72 hours to update DNS entries around the globe. In words, every DNS "phone book" (so to speak) will be updated within a maximum of 72 hours and at that time, anyone in the world can access your site using your registered domain name.

You may be able to access your site within 24 hours, but people 4 blocks from you, may not be able to access your site until 24 hours from now (it's really how the system works). This is true with any web host.

In the meanwhile, if you would like, you may access your web site by visiting the following URL (so you may test things out)

http://gwebworks.com/username/

Just replace 'username' with the username assigned to you in your Activation email.

cPanel

1. What is cPanel?

It is a control panel interface which allows you to easily manage your web space, email accounts, and all other features of your web space on the Gondola Webworks servers. You don't have to be a programmer or you don't have to know much about webmastering to be able to run your own website with cPanel.

2. How do I access my cPanel?

Using your browser, go to :

http://your_domain_name/cpanel

 

OR

 

http://gwebworks.com:2082

and enter your username and password in the dialog box.

3. How do I get the username and password?

When you sign up for your Hosting Package with Gondola Webworks you will be issued with a username and password.

4. Can I change my password?

Yes, once you are in your cPanel you can change your password.

eMail

1. How many email addresses can I have?

Your hosting package has been set up with a fixed number of email addresses. However, if you need more you can either add more for additional cost, or you can upgrade your hosting package.

2. Who decides what the email addresses and passwords should be?

You do, when you set each one up in cPanel.

3. What is SpamAssassin?

A pretty cool email spam killer included with each and every Gondola Webworks Hosting Package. You need to check your spam messages every so often though, as there may be the odd "false positive". If you use SpamAssassin as well as PC based spam software, you get twice the protection and virtually no spam.

To review and clear your spam, you must access your accounts via webmail, and go to the /spam/ folder of each account. Or, if you set up a Spam Box top catch all your spam, you can empty this folder without reviewing the spam with the click of a button in cPanel.

4. How can I access my email when I am not at my PC?

Easy, if you have access to the Web -- use webmail. Each Gondola Webworks hosting account comes with three webmail programs -- NeoMail, Horde and SquirrelMail. You can use any one to read your emails -- whichever you like best.

You access webmail through your cPanel or, using your browser, at :

http://your_domain_name/webmail/

 

OR

 

http://gwebworks.com/webmail/

Again, you have to input your username and password.

5. I access my POP3 or IMAP mail using a client such as MS Outlook Express. What are the server names to use?

If you have your own domain name then --

Incoming mail (POP3, IMAP) server = mail.yourdomain.name

Outgoing mail (SMTP) server = mail.yourdomain.name

If you don't have your own domain name but are being hosted in a sub-folder of Gondola Webworks, then --

Incoming mail (POP3, IMAP) server = mail.gwebworks.com

Outgoing mail (SMTP) server = whatever you presently use

                                             OR mail.gwebworks.com

Your username and password are as you set it up in cPanel. Note: for the username, enter the whole email address.

Please refer to your email client's documentation for further help.

6. I notice that my disk space is shrinking unexpectedly -- how come?

This can be a problem, especially if you go over quota. Then emails no longer flow, certain functions in cPanel no longer work, etc.

One of the reasons is the default email inbox tied to your server. This inbox is typically username@your_domain.com, where username is the username assigned to you when you signed up and which you use to access your cPanel, etc.

By default, any emails sent to an undefined user in your domain (e.g. kwasimoto@yourdomain.com, where you never set up an account named kwasimoto) will get bounced to the default email inbox.

Now if you never check this inbox (like you would any of the other email accounts you set up) garbage (typically spam) piles up in there. This inbox has no quota so it does not just get plugged up and stop -- it can continue to fill up until all your disk space is gone.

What do you do about this? You can either check this email address along with your others, or you can set the default "catch-all" address to some other address that you do check and clear regularly -- either in our outside of your domain. Also make sure that your contact email address in cPanel is up to date. It is best to use an email address outside of your domain just in case. When you are approaching  any limits (disk space or bandwidth) you will get an alert email, and we can then work together to solve the problem.

Another reason for continually shrinking webspace is not downloading and clearing your emails off the server. You email program probably defaults to deleting messages off the server whenever you check your mail. This is good. Setting it to leave them on the server can cause you to eventually go over quota.

7. Does my server support IMAP email?

IMAP is just another method for retrieving email messages from the server. Your existing email accounts which are setup via the cPanel support both POP3 and IMAP. The settings are also the same (see item 5 above).

After you set up an IMAP account in your email program, e.g. Outlook Express, a box shows up under the standard Inbox, Outbox, etc. You just have to tell the program which mailboxes to synchronize with. This allows you to read the messages from the server without removing the messages (unless you decide to delete and then purge the messages). Note: If you leave messages to accumulate on the server your web space will continually shrink as noted in the preceding section 6.

FTP

1. What is FTP?

FTP, or File Transfer Protocol, is a data transfer mode used to move files between computer and server. You would install an FTP program such as WS_FTP or Cute FTP on your PC, to copy your web page files to your Gondola Webworks web space.

2. Is an FTP program the only way to get my files into my web space?

No. If you use Windows95 and later, you would have either Web Folders or Network Places, which are functionally similar from the end user's standpoint.

You would have to look at your Windows documentation (Help) to find out more about this.

You can also use the already included and set-up File Transfer Manager in your cPanel.

Note : If you use FrontPage to develop and upload your website and you have FP Extensions installed, you should NOT use FTP to do any file transfers. This can corrupt your FP Extensions and the FrontPage features that require them will not work.

3. What are my FTP settings?

When setting up your FTP client to access your web space, you will need to define the following settings --

Web space and Bandwidth

1. How is my web space used?

Your web space is used by everything -- email, website files, stats log files, mySQL databases, web space system files, etc. This means that it could be decreasing in time as you keep adding to your web site, and as the log files keep growing. You should keep an eye on this and archive or delete your log files, and remove old web site files, etc. You can archive or delete your log files from your cPanel.

2. What is the root directory of my web space?

If you log into your web space using an FTP client set up with the above settings except for the initial remote directory setting, you will be in the root directory of your web space.

However, the root directory of your website is the /public_html/ directory. This is the directory to which you should be uploading your files. You can create sub-directories as you see fit.

Note: the full pathname to the root directory of your website is --

/home/public_html/

3. What is bandwidth and how is it used?

The term basically refers to the amount of traffic your web space is allowed to see in a given month. Traffic is not only limited to visitors to your website, but also your email and FTP transfers -- in both directions.

Your hosting package comes with an allotment of bandwidth which should be quite sufficient for the traffic you can be expected to generate. However, if you find you are bumping up against the bandwidth limit, then you would have to purchase additional bandwidth in other to ensure uninterrupted web access.

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