Common E-Mail Problems
Understanding Your Mail Server
CHMod and File Permission
cebu-online.com does offer support through our support
page or by sending an email to email@example.com.
doesn't cebu-online.com offer phone support?
prefer support requests to come through our trouble ticket reporting
system or email for a variety of reasons. First, it provides an
audit trail of communication so that all the facts can be passed
on to whomever may be working your problem.
Second, it allow us to focus on fixing problems instead of answering
Third, we soon will be implementing a knowledge base/help desk system
that allows you to monitor your problem or service issue through
Our SMTP servers are configured as secure relays. This means that
you cannot simply reference "mail.yourdomain.com" as an
Outgoing mailserver unless you successfully log in via one of your
pop3 accounts at "mail.yourdomain.com' before you try to send.
This is a mandatory setting to prevent spammers from using our mailservers
as havens for unsolicited email. If you are getting a "relaying
prohibited" or "disconnected by administrator" error,
it means that you haven't logged into the pop3 server at your domain
before you tried to send through the smtp server at your domain.
To log in, you need to check for mail first.
In addition to this, you might not be able to send regardless whether
you check your mail successfully. Some ISPs have it set so that
their users cannot use an outbound SMTP server to relay messages.
If you are still experiencing problems sending through your domain,
and are certain that you have logged in via pop3 to an account at
your domain, you might want to contact your local ISP to see if
they do allow their users to use outbound smtp servers.
root email account
Every account starts out with a default "catch-all" account
for its domain. This email box will grab all mail heading to ANYNAME@yourdomain.com.
The login for this box is simply the same main account login you
received after signing up. Thus, if your root account is "firstname.lastname@example.org"
(login of "homepage" - first 8 letters of your domain),
there is no need to request an alias to your root account, because
all names under your domain already are filtered into this account.
resolving your mailhost
If you find that you can't get "mail.yourdomain.com" to
resolve as a valid SMTP or POP3 server, please be sure that your
domain is registered to our nameservers. Also, try clearing out
your cache and cookies and then restarting your computer. in some
cases your registration was not completed by the registrar.
And Password Error:
The main cause for this is trying to access the e-mail account with
the wrong user / password. If this is NOT your primary e-mail account
remember to use the full email address (email@example.com) as your
user name for logging in. If all else fails, simply remove, and
then recreate the account with your mail control panel.
If none of this helps, then most likely the pop3 box in question
has a received a corrupted message. Contact support and tell them
to clear that box out. Usually this results in most or all of that
particular mailbox's contents being erased.
Your Mail Server
Remember to always use "mail.yourdomain.com" as the incoming
(pop3) and outgoing (smtp) server in your local email client, such
as Outlook Express.
In the Cpanel mail control center, the forwarding function provides
forwarding to outer address, and can be used to alias one account
to another. Thus, if you want firstname.lastname@example.org to head to a pop3
account of email@example.com, use a forward to make this happen.
All POP email boxes EXCEPT the default account use the full email
address (firstname.lastname@example.org) as the user name for logging in.
Your "default address" is the root catch-all mailbox.
It receives messages heading to all addresses which aren't setup
as unique pop accounts within your domain. Keep in mind that the
default address account does NOT use the full email address format,
like other pop accounts. The login for your default address is the
same as the main FTP login for your account.
If it seems that you cannot lock a pop3 account to retrieve messages
for any reason, the quickest way to solve this for yourself is to
delete and recreate the account with your /controlpanel. This saves
time as it bypasses asking our support staff for assistance. Yes,
the changes you make to your email items with your /controlpanel
are done in real time.
The mailing list feature is very simple, please keep that in mind.
If you require a more powerful listserv program, you should probably
look elsewhere. We cannot utilize a robust listserv on our webhosting
machines without causing the server's overall performance to suffer.
I post to the mail list the mail is held for administrative approval
because of "implicit destination"
In the web-based list administration interface, go to 'Privacy options'
and 'Spam-specific posting filters' (mid-page). In the text box
for "Alias names (regexps) which qualify as explicit to or
cc destination names for this list", enter the email address
of the list.
FrontPage extensions are included free upon request with all accounts.
Keep in mind that you will need a copy of the FrontPage program
from Microsoft before you can begin following the directions below:
Choose "Open FrontPage Web" from the File Menu in FrontPage
Explorer. It will ask you for a Web Server of File Location. Enter
http://yourdomain.com and then "list webs". Next, you
will need to select (double-click) the root web. The requested login
and password will be the same as your FTP account.
FrontPage supplies you with two separate interfaces. The FrontPage
explorer is used to manage the files within your web site. If you
open a file in your web site another program called FrontPage Editor
will open. When you are connected to your web then all changes made
to any file you edit will be saved to your web.
*Note: Although the software documentation states that you can create
the site on your computer and then "publish" it to the
web server, we do not recommend this. Many times publishing to the
server from your computer will loose the Interactive web bots features
that you may have setup when designing your site on your local computer.
We recommend that you create your entire site by being connected
to your web and saving directly to the server. To move files already
created on your web site use the Import command found under the
File menu within FrontPage Explorer to select the files to import
to the server. This is by far the best method for moving files from
your hard drive to the server. Using FTP to upload is not recommended
as this may overwrite important files. Also, do not edit .htaccess
files since FP uses these.
Additional support documents and complete usage instructions can
be found at Microsoft's official FrontPage Home Page. http://www.microsoft.com/frontpage
You may download
a copy of the PDF CPanel manual here.
All accounts come with our control account cpanel. You can access
your control panel at:
http://www.yourdomain.com/cpanel/ or you may use, http://your ip
If using http://www.yourdomain.com/cpanel/
(This will not be active until your domain has been transferred
to our nameservers.) You will be asked to enter your user / pass
to gain access to your configuration. The control panel is pretty
much self explanatory however a little information on the usage
of each section is included below if you get confused along the
Accounts used for managing access accounts to your web space. The
creation of an FTP account will allow users to log into a sub directory
from your main account without gaining access to your main accounts.
Sessions show any users that are currently logged into your domain.
We have numerous customizable cgi scripts that have been pre-installed
on the server for you to use with your own account. The only thing
you'll need to do is select the script you are interested in using,
select the colors, style etc., and click the "Make HTML"
button. You can then paste the HTML output into any of your HTML
files to use that system cgi program.
System Java works the exact same was as cgi see above for usage.
Web page protection is used to limit access to any directory to
users who enter a user/pass combo. To protect a directory within
1.) Click on that dir.
2.) Enter a user / pass for access
3.) Click add. You can add as many users as you wish to this file.
This protection is for resources accessed via the WEB only, this
will not create an FTP user.
Do not use this if you are also using FrontPage. It is not compatible.
Instead, use the security controls within FrontPage itself.
E-mail control panel allows instant creation of e-mail POP3, forwards,
A POP3 account is a stand alone incoming e-mail account. if you
create u: john p: doe it all mail sent to email@example.com will be
routed to the joe e-mail account. The user joe can then check this
mail by login into mail.domain.com using his user name and password.
REMEMBER: all user names automatically have a determined amount
of letters of the domain name appended to the beginning of the user
name. So if john was a another domain user the user would use mail.somedomain.net
as his incoming e-mail server and use powerjohn as his log in name
to retrieve mail sent to firstname.lastname@example.org An alias sends mail sent
to one address to another POP3 account within your domain. For example
if our recently created john account was going to receive all mail
sent to email@example.com we would setup sales as an alias to john.
Note: by default all names not configured to the root account. So
if you sent a message to firstname.lastname@example.org it would be sent to your
main root account unless you had set it up as an alias, forward
or POP3. A forward account sends mail sent to email@example.com to
an address completely out of
your domain. For example if john had an AOl account and wanted to
check all his mail there you could setup john to forward to firstname.lastname@example.org.
Provides access to many different programs that will analyze your
access logs and show you more information about your web sites traffic.
Allows you to change your main accounts password. A good suggestion
is to change this password at least once a month.
Allows you to modify the files in your web site in real-time via
a web based interface. You can perform many commands such as chmod
as well as actually edit the file and save it directly to the web
Allows you to access your personal java chat server and supplies
the code for you to use the product on your own site.
You will probably never need to use this portion of your control
panel. A MIME type is basically what tells the web server that a
.html document is a web page, and that a .gif doc is a gif image
etc. If you would like to configure a custom MIME type such as making
.pictures a gif image file you would enter it here.
This section lets you customize the errors that your users will
see instead of the generic server errors. You could setup a 404
page to redirect users to your main web site instead of the default
What is SSL?
Secure Socket Layers provide a means for submitting encrypted data
via the web. SSL works based upon a public key / certificate system.
As data is transmitted it is encrypted into 40 bit encryption and
the web server then decrypts the data once it is transmitted. In
the rare occasion that the data was stolen during the transmission
process the only data that they would be would be encrypted which
means that viewing it would show nothing but letters, numbers, and
symbols randomly mixed.
In order for this process to work without many warning messages
from IE and Netscape about possible security hazards a certificate
must be obtained from a trusted source. A certificate is only good
for one domain name. Our certificates has been purchased from Thawte
for usage with a variety of certificates at the "venturesonline.com"
How do I
add this feature?
If you would like to enable SSL on your account contact cebu-online.com and ask to take advantage of this feature. If you would like
to have your own certificate installed so that customers can navigate
your site via https://www.yourdomain.com you will have to purchase
your own certificate and have us generate a key request and install
it on the server. We recommend using Thawte for this purpose. Once
you have the key from thawte, cebu-online.com will install it for
(Plese note there is a $50.00 one time fee to install your Personal
What is SSI?
Server Side Includes
When using a UNIX system it is sometimes necessary to enable certain
HTML files executable for the purpose of using SSI. Server Side
Includes are often used to run a cgi script. An include is called
with an example such as this: After you insert your include, you
must mark the HTML file as executable so the server will parse the
file. This is done using one of two options.
1.) Renaming the file to .shtml: On our server any file name .shtml
will be parsed. So instead of having an index.html file, you would
name it index.shtml. This is the easiest way of enabling includes.
2.) CHMODing the file to 777: With CHMOD 777 you can also mark a
file as executable. It is important to only make the files which
you want parsed executable. This poses certain security issues,
as well as a strain on our resources, as the processor has to work
parse a file.
Reasons for Using SSI
SSI is often used to include something into an HTML page. You can
insert the contents of one HTML page into another page. An example
of a practical usage for this would be to include your e-mail address
at the bottom of each page. If you do this as an include, then when
your e-mail address changes, you will only have to update it on
one page and not your entire web site. Another usage is to call
cgi scripts into action. Many counters, clocks, and other scripts
are called using SSI. The command used will most likely be provided
in the documentation of
your cgi script.
What is CGI?
CGI, Common Gateway Interface, includes programs that run on the
server to enhance the quality and functionality of a web site. There
are many resources on-line that allow the downloading of free cgi
( For instance: http://www.worldwidemart.com/scripts/ )
or ( http://cgi.resourceindex.com/Programs_and_Scripts/ )
Do you allow
CGI to run on your servers?
We do allow running of cgi scripts on the servers, however they
must conform to our acceptable server resource usage policy. If
we deem that a script is using an excessive amount of server resources,
it will be disabled.
correct path to perl?
Before a cgi script will work certain modifications must be made
to them. Certain paths must be specified in some scripts. After
the "#" in the first line of the perl script, the path
to perl must be specified. /usr/bin/perl should suffice for this
path. Below is a printout of a "whereis perl" from our
What is the
path to send mail?
Another program that needs to be specified in many scripts is sendmail.
This is located at /usr/sbin/sendmail
What is the
exact physical path to your root directory on the webserver?
The path to your root directory is: /home/username/
Obviously, substitute "username" with the login you were
assigned when you first received your account details. Also, keep
in mind that when you configure your CGI, that your /public_html
is included in your path. For instance, if you have a guestbook.pl
script in your /cgi-bin, the exact physical path to that file is:
my CGI work?
Make sure when you upload the CGI file DO NOT upload in binary mode,
instead use ASCII mode. Uploading in binary will cause the server
not to recognize the scripts as executables. Most FTP clients will
upload .pl or .cgi files in binary mode by default so you will need
to change this. You will need to upload the scripts into your cgi-bin
directory for security reasons, however they will execute from anywhere
within your account.
The last step is to set the file permissions. This is otherwise
known as chmoding and can be done from most FTP clients. For specifics
on chmoding you can refer to our "chmoding files" help
& File Permissions
When using a UNIX system it is sometimes necessary to change file
permissions. This is done using the CHMOD command. There are two
different ways to chmod a file.
Certain FTP clients such as Cute FTP and WS/FTP Pro allow for a
chmoding directly within FTP. To do this you would highlight the
file that you want to use, and select from the command menu "change
file permissions." There is on option for "manual."
This is where you will enter the desired CHMOD. Many other FTP clients
will support CHMODing as well, we recommend checking the documentation.
CHMODing files can be done for a variety of reasons. You can CHMOD
files to do things such as: mark them executable, give them write
permission, restrict access to them, and a variety of other reasons.
It is important to note that chmoding is nearly impossible to avoid.
If you are trying to run a certain cgi script it could require execute
permissions on the script itself, write permissions on a directory,
and read on an informational page. Your cgi scripts should contain
the proper documentation to inform you of the proper CHMOD's.
List of CHMOD's
and what they mean.
chmod 777 filename The file is available for Read, Write, and Execute
for the owner, group, and world.
chmod 755 filename The file is available for Read, Write, and Execute
for the owner; and Read and Execute only for the group and world.
chmod 644 filename The file is available for Read and Write for
the owner, and Read only for the group and world.
chmod 666 filename The file is available for Read and Write for
the owner, group, and world. I wonder if the 666 number is just
a coincidence. Anybody can create havoc with your files with this
wide-open permission mask.
can I use to FTP to my account?
We have put together a list of popular FTP software: (Keep in mind
that new versions of FTP software are continuously being released-
you might want to stop by www.download.com and search for the client
of your choice to see if an updated version is available.) Also
www.,tucows.com is recomended for windows apps.
WS_FTP 4.5- a standard FTP client for Windows Sockets. The graphical
interface was designed with the novice FTP user in mind. This version
features a reengineered FTP server detection and decoding process.
Requirements: Windows 3.x or higher.
Cute FTP- CuteFTP is a Windows-based Internet application that lets
beginners use ftp without having to know many details about the
protocol itself. It simplifies ftp by offering a user-friendly,
graphical interface instead of a command-line prompt. Requirements:
WinTelnet and FTP Pro 32-bit 1.0 Release 2- WinTelnet and FTP Pro
is a set of Telnet and FTP clients. The application hides the complexities
of Unix with an easy-to-use Windows interface, and it offers features
such as auto-login profiles and automatic FTP login. Requirements:
FTP Icon Connection 2.5- Anawave's FTP Icon Connection is a true
32-bit, drag and drop FTP client. Transfer files to and from a remote
site with an easy-to-use interface and automated program settings.
New features include shortcuts to 40 top FTP sites, file sorting,
and firewall support. Requirements: Windows 95.
Free AutoFTP 1.1a-Free AutoFTP is client software for transferring
files over the Internet. It lets you schedule automatic transfers
for a future date or time. Other AutoFTP features include automatic
dial and connect, a Windows Explorer like user interface, pop-up
menus, drag and drop, activity log, Icon Tray installation, multiple
simultaneous transfers, repeated autotransfer scheduling, and more.
Requirements: Windows 95/NT.
eFTP Explorer 1.10- To keep file transfers as hassle-free as possible,
eFTP presents FTP sites in a familiar Explorer-like interface. It
has a tree view on the justify, changeable file view on the right,
and Internet Explorer/Office 97 "buttonless buttons."
It also has features like file synchronization and scheduled downloads.
Requirements: Windows 95/NT.
What do the
various error codes mean?
100 - Informative
-101 Switching Protocols
200 - Client Request Successful
-203 Non-Authoritative Information
-204 No Content
-205 Reset Content
-206 Partial Content
300 - Client Request Redirected, further action necessary
-300 Multiple Choices
-301 Moved Permanently
-302 Moved Temporarily
-303 See Other
-304 Not Modified (This means the file was loaded from the browser
cache instead of being resent by the server)
-305 Use Proxy
400 - Client request incomplete
-400 Bad Request
-402 Payment Required
-404 Not Found 405 Method Not Allowed
-406 Not Acceptable
-407 Proxy Authentication Required
-408 Request Time-Out
-411 Length Required
-412 Precondition Failed
-413 Request Entity Too Large
-414 Request-URL Too Large
-415 Unsupported Media Type
500 - Server errors
-500 Server Error
-501 Not Implemented
-502 Bad Gateway
-503 Out of Resources
-504 Gateway Time-Out
-505 HTTP Version not supported