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Many of your pre-sales and technical support questions can be answered here on our frequently asked questions page, Knowledge Base & Hosting Tutorials page. Please take the time to review these resources before contacting eDataRack.com Technical Support Help Desk.
Sales | Control Panel | FTP / FrontPage | E-Mail | CGI | MySQL | K-Base
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| How can eDataRack offer such good value? |
| How do I transfer my domain hosting to eDataRack? |
| Does eDataRack offer telephone support? |
| What are eDataRack's Terms of Service? |
| Does eDataRack have a reseller program? |
| Can I host a sub-domain with eDataRack? |
| If I already have an older account how can I upgrade? |
| Does each hosting account get a dedicated IP? |
| Is telnet or shell access provided? |
| How many FTP accounts are provided? |
| Can I host multiple domains within my disk space? |
| Do the servers support ASP, MS Access, or Cold Fusion? |
| Does eDataRack offer pre-installed scripts or web applications? |
| Does eDataRack back up my web site's data? |
| Does eDataRack offer an SLA or uptime guarantee? |
| Do you offer Windows NT hosting? |
| What payment methods do you accept? |
| Can I host an existing domain with eDataRack? |
| Do I need to have a domain to host with eDataRack? |
| How do I add my extra domain(s) to my account when I am ready to host them? |
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How can eDataRack offer such good value? |
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| eDataRack is a true Internet Presence Provider and not a reseller. eDataRack operates its own servers, at our own Data Center in which we have full control and have a team of system administrators on call 24/7.
We do not lease our servers from a competitor like many other smaller hosting companies, therefore we have complete freedom to set price points and service offerings that many other companies can't do. |
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Sales FAQs | Top |
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How do I transfer my domain hosting to eDataRack? |
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| You will need to go to your domain name registrar and modify the Domain Name Server (DNS) to point to eDataRack's. Usually registrars have a username and password that you log in to and then make the modifications. Please contact your domain name registrar if you do not have this information.
When you sign up for a new hosting account with eDataRack.com your domain name will be set up on our server within 24-hours or less from the time your order is placed. Once this takes place you will receive a new account access letter that will contain important hosting account information as well as our current server DNS for you to change through your registrar.
Once you complete this process it will take 24-48 hours for the DNS changes to propagate across the entire Internet. After this time has passed you will then be able to upload your web site to your new host account server. (Note: eDataRack.com does not control this process and the time it takes for DNS to propagate.) |
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Sales FAQs | Top |
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Does eDataRack offer telephone support? |
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| eDataRack does not offer telephone support for one simple reason. "COST" If we offered phone support we would not be able to offer hosting prices at 50-75% less than most of our competitors.
Phone support can be costly to manage and provide. By not incurring the cost of 24/7 phone support along with stream lining our core business processes we can pass this savings on to our customers thus offering $2.95/mo. domain hosting and 24/7 Help Desk Support. |
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Sales FAQs | Top |
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What are eDataRack's Terms of Service? |
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Customers hold complete freedom to express themselves on their web sites. Although your intellectual and artistic freedom is respected, eDataRack.com still reserves the right to remove content from our servers for any of the following reasons outlined below.
We do not allow any illegal activity including, but not limited to child pornography web sites, links to child pornography web sites, animal abuse web sites, spamming, illegal software / warez download sites, illegal game servers, and illegal bulk email services.
We do not allow any adult oriented material including but not limited to pornographic web sites, links to pornographic web sites, escort / prostitution services, slanderous, abusive, racist or terrorist content.
We do not allow any conduct that violates regulations, or normally accepted practices within the Internet community, whether or not expressly mentioned in this Policy. We reserve the right at any time to refuse or cancel service without warning or refund should any of these terms be violated.
Use of our services is at the customer's sole risk, we make no warranties. We reserve the right at any time to disallow activities that might in any way damage eDataRack's reputation, network and or servers weather caused intentionally or unintentionally.
The Acceptable Use Policy is a guideline only, and is not meant to be exhaustive. For a detailed explanation of eDataRack's terms of service please visit our Detailed Service Terms page. |
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Sales FAQs | Top |
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Does eDataRack have a reseller program? |
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Absolutely, if you are a Webmaster or anyone who wants to resell our services we offer absolutely the very best reseller packages on the Internet today. You can become your own hosting company and start reselling UNLIMITED domain hosting accounts starting at $14.95 per month! Reseller Demo & Tutorial
We also offer anonymous name servers with each reseller account to help assure that you remain exclusive to your customers. We do not price compete with our resellers in any way.
You are responsible for technical support and billing for your clients, we will provide support to you as the reseller. We agree not to contact your clients or disclose ourselves. Sign Up Today |
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| Reseller Account Administration |
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Sales FAQs | Top |
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Can I host a sub-domain with eDataRack? |
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| Absolutely, if you are hosting your primary domain name with us, you can set up unlimited sub-domains for your account through your hosting control panel. |
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Sales FAQs | Top |
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If I already have an older account how can I upgrade? |
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| In order to upgrade to the newest plans available you would have to migrate your account to a new server that supports our newer hosting plans. This would require a re-upload and DNS change on your end to the new account that we set up for you.
We provide 7-days for you to migrate your account to the new server before it is removed from the old server. If you would like to proceed please contact our Sales Department for additional details. |
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Sales FAQs | Top |
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Does each hosting account get a dedicated IP? |
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| Our Business Builder and Business Pro Hosting Plans do include dedicated IPs (Upon Request) for advanced e-commerce services if required.
However, shared hosting does not require you to have a dedicated IP for each account because all of the domains on the server point to or share the same IP address through our registered name servers.
If you do need a dedicated IP address for advanced e-commerce services for your Business Starter account you can purchase one through our Hosting Extras page for only $12/year! |
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Sales FAQs | Top |
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Is telnet or shell access provided? |
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| Not at this time. Telnet and shell access is only available to the server administrator. Allowing telnet or shell access to shared servers can cause security issues and vulnerabilities to all of the accounts on the server. |
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Sales FAQs | Top |
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How many FTP accounts are provided? |
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| You receive one master FTP account with the ability to add unlimited user FTP accounts through your control panel. |
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Sales FAQs | Top |
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Can I host multiple domains within my disk space? |
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| Yes! Reseller Plans have the ability to host UNLIMITED domains under one master account. Individual Hosting Plans purchased after 3/6/06 can only host 1 domain per account. |
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Sales FAQs | Top |
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Do the servers support ASP, MS Access or Cold Fusion? |
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| Our servers do not support MS Windows ASP at this time. However, our servers do support Apache ASP, PHP 4, PERL 5, MySQL, Real audio and video streaming, Flash, CGI scripting, and many other popular web authoring platforms. |
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Sales FAQs | Top |
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Does eDataRack offer pre-installed scripts or web applications? |
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| Yes. eDataRack now offers our NEW Application Vault Service. Web Application Vault allows you to install, reconfigure and uninstall a wide range of bulletin boards, e-commerce applications, chat modules, on-line picture albums and online support systems directly from your Hosting Control Panel interface. NO knowledge is required to install an application into your website. Click Here to find out more! |
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Sales FAQs | Top |
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Does eDataRack back up my web site's data? |
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| Not at this time. Should data loss occur from a hardware or software related failure, your "shell" account will be restored ASAP back to it's original state when it was first set up on the server.
In the event of a hardware-related problem, we will immediately replace any failed component and begin the process of restoring your account. We will make every attempt to correct the problem as soon as possible. You will be notified through your Help Desk Ticketing System via our announcement board once the problem is resolved.
You should always keep local back ups of web site files and databases. Our NEW Business Builder and Business Pro Hosting Plans come configured with a Back Up Manager Utility in which you can manually back up your files locally and then easily restore them if necessary.
You can add Back Up Manager to your Business Starter account by ordering this feature through our Hosting Extras page for only $15/year! |
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Sales FAQs | Top |
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Does eDataRack offer an SLA or uptime guarantee? |
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| Yes. We guarantee our servers / network will be operational 24/7/365 99.9% of the time on average 12-months out of the year. Any maintenance performed on the servers that will require reboots or down time for any reason will be scheduled during off peak times (CST) and with at least a 24-hour notice to our customers excluding unforeseen or uncontrollable circumstances such as sudden equipment / network failure.
For more detailed information regarding our server / network up-time guarantees please visit our Service Guarantee page. |
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Sales FAQs | Top |
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Do you offer Windows NT hosting? |
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| Not at this time. Our servers operate under the Suse Linux platform. This platform is very efficient and secure for the web hosting environment. |
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Sales FAQs | Top |
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What payment methods do you accept? |
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| We accept on-line Master Card, Visa, and Discover credit card orders through our hosting Sign Up page. |
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Sales FAQs | Top |
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Can I host an existing domain with eDataRack? |
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| Yes. If you have an existing domain name you can absolutely host it with us. Information on how to host your domain with eDataRack can be found here. |
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Sales FAQs | Top |
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Do I need to have a domain to host with eDataRack? |
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| Yes. You must have a valid registered domain name to host with eDataRack. I.E. yourname.com, .net, .org, etc.. If you would like to register a new domain name you can do this here. |
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Sales FAQs | Top |
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| How do I add my extra domain(s) to my account when I am ready to host them? |
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| (This offer has expired.) |
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Sales FAQs | Top |
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| What is the URL to my web control panel? |
| Why am I locked out from my control panel? |
| What is a web user and how do I create one? |
| How do I check my web space or transfer? |
| How do I view my graphical site statistics? |
| How do I change my FTP password? |
| How do I change my control panel password? |
| How do I use my control panel file manager? |
| How do I password protect my directories? |
| How do I install an SSL certificate? |
| How do I change my control panel skin? |
| How do I use crontab? |
| How do I manage FrontPage Admin? |
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What is the URL to my web control panel? |
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| The URL to the control panel is as follows: https://yoursite.com:8443 Important Note: Make sure you put https:// and substitute yoursite.com for your actual domain name. |
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Control Panel FAQs | Top |
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Why am I locked out from my control panel? |
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| The control panel only allows 3 attempts to log in and then it locks you out for 10 minutes. You should wait and try again. |
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Control Panel FAQs | Top |
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What is a web user and how do I create one? |
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A web user is an account that has its own web space that is separate from the main site. It can be accessed via http://www.your-name.com/~ftpuser (replace "your-name.com" with your actual domain name and "ftpuser" with the actual web user).
Here's how you create a web user for your site:
1. Log in to your control panel
2. Click on your domain name
3. Click on WEB USERS
4. Enter desired web username (the web username has to be unique on the server)
5. Click on ADD
6. Enter desired password
7. Click on UPDATE |
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| Web User Administration |
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Control Panel FAQs | Top |
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How do I check my web space or transfer? |
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1. Log in to your control panel
2. Click on your domain name
3. Click on REPORT |
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| Site Resource Administration |
View Tutorials |
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Control Panel FAQs | Top |
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How do I view my graphical site statistics? |
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Look under REPORT in your control panel, click on WEBALIZER. Also from http://your-name.com/webstat (replace "your-name.com" with your actual domain).
Webalizer provides a wealth of information about who has visited your site by day, hour, country and much more. For a detailed description on Webalizer statistical terminology please visit webalizer.org |
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| Site Statistics Administration |
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Control Panel FAQs | Top |
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How do I change my FTP password? |
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1. Log in to your control panel
2. Click on your domain name
3. Click on HOSTING
4. Type in your new password over old password in the FTP password field
5. Type in your new password again in the confirm FTP password field
6. Scroll to the bottom of the page
7. Click on UPDATE |
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| FTP Password Administration |
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Control Panel FAQs | Top |
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How do I change my control panel password? |
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1. Log in to your control panel
2. Click on your domain name
3. Click on DOMAIN USER
4. Type in your new password over old password in the password field
5. Type in your new password again in the confirm password field
6. Scroll to the bottom of the page
7. Click on UPDATE |
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| Control Panel Password Administration |
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Control Panel FAQs | Top |
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How do I use my control panel file manager? |
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1. Log in to your control panel
2. Click on your domain name
3. Click on FILE MANAGER
4. Click on httpdocs folder to view, add, edit, or delete files within your file manager. |
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| File Manager Administration |
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Control Panel FAQs | Top |
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How do I password protect my directories? |
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1. Log in to your control panel
2. Click on your domain name
3. Click on DIRECTORIES
4. Click on ADD
5. Next to "Protected Directory", enter the path to the directory
6. Select non-SSL, it will be created in the httpdocs directory
7. Enter "Header Text" if any
8. Click on UPDATE
9. Select directory that you have just created
10. Enter desired username
11. Click on ADD
12. Enter desired password
13. Click on UPDATE |
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| Protected Directory Administration |
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Control Panel FAQs | Top |
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How do I install an SSL certificate? |
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| An SSL certificate is highly recommended if you intend on collecting sensitive information on your site such as credit card data. This tutorial will show you how to add an SSL certificate to your site in Plesk. |
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| SSL Certificate Administration |
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Control Panel FAQs | Top |
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How do I change my control panel skin? |
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| This tutorial will show you how to change the skin through your control panel in Plesk. |
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| Control Panel Skin Administration |
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Control Panel FAQs | Top |
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How do I use crontab? |
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| crontab / cron jobs are not available at this time. |
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| Crontab Administration |
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Control Panel FAQs | Top |
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How do I manage FrontPage Admin? |
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| This tutorial will show you how to manage FP (FrontPage) web admin in Plesk. |
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| FrontPage Administration |
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Control Panel FAQs | Top |
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| How do I upload my web site via FTP? |
| How do I upload my web site via FrontPage? |
| What do I need to call my default page? |
| I uploaded my site but I can't see it, why? |
| How do I create a customized error page? |
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How do I upload my web site via FTP? |
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First, you need a FTP program such as WS_FTP which can be downloaded from ftpplanet.com
Run the FTP program and enter the information sent in your set up e-mail for:
1. FTP hostname (ftp.yoursite.com)
2. FTP username (Your account username)
3. FTP password (Your account password)
Once you are connected, you should put your files into the httpdocs directory. |
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| WS_FTP Administration |
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FTP FAQs | Top |
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How do I upload my web site via FrontPage? |
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First, you need the MS FrontPage program application. You can order a 30-day trial version at microsoft.com
Run the FrontPage program and enter the information sent in your set up e-mail for:
1. Host Name (http://www.yoursite.com)
2. FrontPage User Name (Your account username)
3. FrontPage Password (Your account password)
Once you are connected, FrontPage will upload your files into the httpdocs directory.
Using MS FrontPage: microsoft.com |
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| HTTP Administration |
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FTP FAQs | Top |
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What do I need to call my default page? |
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Any of the following will be recognized as the default page for any directory within your site including the top level directory:
index.html, index.shtml, index.php, index.php4, index.php3, index.cgi
NOTE: Linux is case-sensitive, so Index.html is not the same thing as index.html |
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FTP FAQs | Top |
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I uploaded my site but I can't see it, why? |
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| Most likely your domain name registration or modification has not propagated yet. Successful domain name registration or modification may take up to 48 hours to propagate. Enter your domain below to verify your name servers.
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FTP FAQs | Top |
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How do I create a customized error page? |
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For each error page you want to customize, create the following html files:
File Not Found (404) = not_found.html
Bad Request (400) = bad_request.html
Forbidden (403) = forbidden.html
Internal Server Error (500) = internal_server_error.html
Once you created your custom error pages, upload them to the /error_docs directory. Apache ErrorDocs option is not enabled for hosting accounts prior to January 2002. |
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FTP FAQs | Top |
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| How do I set up e-mail a/c in my control panel? |
| How do I set up Outlook to receive e-mails? |
| I get the following error when sending, why? |
| How do I set up e-mail forwarding? |
| How do I set up a catch-all e-mail address? |
| How do I access the web based e-mail? |
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How do I set up e-mail a/c in my control panel? |
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Follow these steps:
1. Log in to your control panel
2. Click on your domain name
3. Click on MAIL
4. Enter desired mail name
5. Click on ADD
6. Check the "Mailbox" option
7. Enter desired password
8. Click on UPDATE
9. If successful the icon under "B" should now be in color
To receive e-mail sent to this mailbox you now need to set up your e-mail program. |
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| POP E-mail Administration |
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E-Mail FAQs | Top |
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How do I set up Outlook to receive e-mails? |
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Follow these steps:
1. Open Outlook
2. Click on TOOLS > ACCOUNTS
3. Click ADD > MAIL
4. Enter your details including the mail name (account name) and password you created in the control panel for this mail account
5. Incoming mail (POP3) server: mail.your-name.com (replace "your-name.com" with your actual domain name)
6. Outgoing mail (SMTP) server: use your ISP's SMTP settings
7. Click on FINISH |
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| Outlook Express Administration |
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E-Mail FAQs | Top |
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I get the following error when sending, why? |
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| "The connection to the server has failed. Account 'your-name.com', Server 'your-name.com', Protocol SMTP, Port 25, Secure(SSL) No..." or "550 Relaying denied"
Important: For security reasons eDataRack.com does not allow outgoing SMTP mail service through our network any longer. Please follow the instructions below in order to send email through your POP mail client.
There could be 3 reasons for this:
1. Some ISPs do not allow private SMTP mail servers i.e. your-name.com by blocking port 25. To over come this, change your outgoing SMTP mail server in your e-mail program to your ISP's. (Example: Outgoing mail (SMTP): mail.your-isp.com).
2. Some firewall software/hardware is known to degrade/block e-mail connection.
3. Double check your POP email client settings to insure that they are configured correctly to match the correct setting below.
- Incoming Mail Server: mail.your-name.com
- Outgoing Mail Server: mail.your-isp.com
Important: mail.your-isp.com refers to your Internet Service Provider. If you do not know what your ISP's outgoing SMTP mail server address is please contact your ISP.
If your ISP does not allow outgoing SMTP mail services you can download a FREE Windows based mail server software here FREE SMTP Server This software will allow you to turn your PC into a private mail server for sending outgoing email through a POP client like Outlook or Eudora. |
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E-Mail FAQs | Top |
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How do I set up e-mail forwarding? |
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Follow these steps:
1. Log in to your control panel
2. Click on your domain name
3. Click on MAIL
4. Enter desired mail name
5. Click on ADD
6. Check the "Redirect" option
7. Enter the e-mail address to redirect to
8. Click on UPDATE
9. If successful the icon under "R" should now be in color |
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| E-mail Forwarding Administration |
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E-Mail FAQs | Top |
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How do I set up a catch-all e-mail address? |
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Follow these steps:
1. Log in to your control panel
2. Click on your domain name
3. Click on PREFERENCES
4. Check the "Catch to address" option
5. Enter your actual e-mail address
6. Click on UPDATE |
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| E-mail (catch-all) Administration |
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E-Mail FAQs | Top |
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How do I access the web based e-mail? |
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First, set up an e-mail account (ensure to check the "Mailbox" option) in your control panel under MAIL. After that you can access your e-mail via the Web Mail interface:
http://webmail.your-name.com (replace "your-name.com" with your actual domain name)
The e-mail storage space that you have on the server is limited so ensure to periodically download or delete your e-mails from the server. |
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| Web Mail Administration |
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E-Mail FAQs | Top |
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| What are the CGI basics that I should know? |
| What's the path to Perl, Sendmail, CGI-bin? |
| My CGI script is not working, can you help? |
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What are the CGI basics that I should know? |
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1. Ensure to change the default transfer mode for FTP to ASCII.
2. Ensure to set permissions to 755 by using the chmod command in FTP.
3. Ensure the permissions of the script and the CGI-bin are set no higher than 755. |
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CGI FAQs | Top |
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What's the path to Perl, Sendmail, CGI-bin? |
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1. Path to Perl - #!/usr/bin/perl or /usr/bin/perl
2. Path to sendmail - /usr/sbin/sendmail or /usr/local/psa/qmail/bin/sendmail
3. Path to CGI-bin - /usr/local/psa/home/vhosts/your-name.com/cgi-bin |
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CGI FAQs | Top |
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My CGI script is not working, can you help? |
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Our support does not cover CGI script debugging or installation for free. We consider this a function of web design and employee in-house web development and consulting staff to assist in these matters for additional charges. If you would like assistance with CGI script debugging or installation our pricing starts at $75/hour with a 1-hour minimum and is negotiated between you, the customer and one of our professional programmers to determine the scope of the project.. Visit our Hosting Extras order page to purchase professional programming services or contact our programmer for a formal quote by opening a Help Desk request.
Here are a few things to try when you are troubleshooting a CGI script:
1. First, thoroughly read through the instructions that came with the script.
2. Ensure that you have uploaded your script to your CGI-bin.
3. Ensure to upload to the server in ASCII mode and NOT Binary mode.
4. Ensure there are not any DOS/Windows carriage returns (i.e. ^M) in the script.
5. Ensure script's magic comment specifies where Perl is located: #!/usr/bin/perl.
6. Verify that all the paths are correct, do not use "www" in public directory path.
7. Check if all the file permissions are set correctly and are set no higher than 755.
8. Check the domain's error_log file via FTP, sometimes you see a "Premature end of script headers" error which usually means that the file has been corrupted.
Over 90% of the time it is a problem with the module dependencies. For security reasons we do not undertake any module or software installation.
CGI & web design helpful links:
webmasterbase.com
htmlgoodies.com |
| ftpplanet.com |
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CGI FAQs | Top |
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| How do I set up a new MySQL database? |
| How do I maintain an existing database? |
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How do I set up a new MySQL database? |
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1. Log in to your control panel
2. Click on your domain name
3. Click on DATABASES
4. Enter desired database name (the database name has to be unique on the server)
5. Click on ADD
6. Enter desired username
7. Click on ADD
8. Enter desired password
9. Click on UPDATE |
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| MySQL Database Administration |
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MySQL FAQs | Top |
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How do I maintain an existing database? |
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You can maintain your database(s) using the built-in phpMyAdmin program.
1. Log in to your control panel
2. Click on your domain name
3. Click on DATABASES
4. Select the database that you want to modify
5. Click on PHPMYADMIN
6. For more information on using phpMyAdmin, please refer to:
SourceForge phpMyAdmin Tutorials
SourceForge phpMyAdmin Tutorials
MySQL helpful links:
DevShed MySQL
DevShed PHP
mysql.com |
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| phpMyAdmin Administration |
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MySQL FAQs | Top
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