[Dave]

If you were directed to this location by a staff member, you have probably asked a question that is answered in this mess of questions. We receive more than fifty inquiries per day and approximately seventy-five percent of them are repeats of the following questions. In order to save time and confusion, the questions have been answered in depth here.

Lets begin.


What are the nameservers for SixServe?
SixServe provides two different sets of nameservers for customers. Both sets have the same IP address and both sets work. Do not mix sets or add both sets to your website as it is pointless and may mess up the DNS redirection and pointing. The following are nameservers for SixServe.

[SET ONE]
ns9.sixserve.com
ns10.sixserve.com

[SET TWO]
ns7.sixserve.com
ns8.sixserve.com

What is propagation?
Even after setting your nameservers, your website may not work. The setting of nameservers takes time to reach all countries and locations. While this time is generally not long if you are located close to our servers, it may be longer if SixServe's datacenter is further away from you. In which case, you may need to wait up to forty-eight hours for the nameservers to take effect. This is called propagation.
In the meantime, you can access your website by going to, "http://pixie.sixserve.com/~username," but your site may not load graphics or images if you are using an installed script or if your script(s) are set up for an actual URL to point to your main site (eg. http://www.mysite.com/images/).

Can I change my main domain?
Yes, you may change your main domain by contacting us. You are not able to change the main domain in your cPanel control panel at this time. While this may change in the future, for now customers must contact us by providing the following information in their post in the Technical Support section of the website.

• Current Domain Name
  
• New Domain Name

Domain name changes will take effect immediately after the staff member has declared that the change was manually done. Because these changes are manually performed, you must understand that it could take several minutes or several hours to change the domain. Time may vary depending on the package you have purchased.

Can I add domains to my account?
Yes, you can have add-on domains added to your account provided you purchase our $19.99 / Year package. This package does NOT provide you with premium hosting, but does provide you with unlimited domain names. Resource limitations and server restrictions still apply with this package. There are no guarantees of a refund for this package.

Add-on domains on free accounts are not provided.

Why can't I access FFMPEG, imagetttftext, and other PHP modules?
SixServe provides free hosting. Free hosting does not come with a lot of PHP modules such as that of premium hosting. In order to get these modules, you will have to upgrade to premium hosting. Some modules may not be provided by premium hosts and it is recommended that you look through their features or contact their support team in regards to these modules that you require. Under no circumstances will SixServe support modules that it doesn't already support unless necessary for security reasons and approved by both management and the IT Team.

Where can I access cPanel?
Your cPanel information was most likely sent to you in an e-mail upon the creation of your account. Make sure you check spam/junk boxes as well. You may access the cPanel control panel here (SSL) with the information sent to your e-mail account. As of January, you are now able to access your cPanel from here (non-SSL) as well. It is recommended that you use the SSL connection at all times, however.

Why do I get a security risk on the cPanel SSL Login?
SixServe's SSL is not certified by a company and is self generated. The SSL certification is still valid and all information is still kept secure, but because FireFox/Safari/Internet Explorer/Opera/etc. does not understand that Squidix is just as reliable as another certification company, we run into this error a lot. The risk is nothing to be concerned about and can be bypassed by adding it to your exception list.

How do I change my cPanel password?
You can change your cPanel password by logging into the cPanel interface and clicking "Change Password." If you do not know your password to your cPanel interface, you can change the password using your Client Area. Go to Client Area > My Products/Services > View Details > Change Password. You must be logged into the Client Area to do this. It is recommend that you use the Client Area to change the password rather than cPanel itself, but we do not obligate you to.

How do I retrieve my Client Area password?
If you do not know your Client Area password as you have forgotten it, you can retrieve it by clicking "Request a Password Reset" at the login page on the Client Area. If you believe your Client Area account has been stolen, please request a change via the Account Support forums. Hackers may change vital information (such as e-mail addresses or security questions) which we can trace and revert settings to. If your account may have been stolen, please do not hesitate to contact us.

How do I change my Client Area password?
In order to change any information in the Client Area you will need to login to the Client Area and then navigate yourself to the appropriate page. Most pages for account information can be seen by clicking "Hello, Your Name Here" when you log in. This will be at the end of the navigation bar (black) on the right side. Any information changes are logged and can be used for further investigation in the event an account is stolen.

How do I retrieve my cPanel password?
You may not retrieve your cPanel password for security reasons. You will need to either perform a password change using your Client Area or you will need to request the password reset on the Account Support forums. A staff member will then send you the reset password via e-mail to the e-mail on your Client Area account. The staff member will check to see if your account has been tampered with in the last 24 hours and may send the e-mail to another e-mail address if the e-mail address has been changed, for security reasons. To change your password via the Client Area, go to the Client Area > My Products > View Details > Change Password.

Can I have access to SSH?
SixServe, as a free hosting company, does not provide SSH access to any free hosting account holders. SSH is a security problem in free hosting and this is absolutely exception-free. You cannot have access to SSH at any time. If you wish to have access to SSH, you can seek premium hosting from Squidix.

I received an e-mail on resource usage. What does it mean?
SixServe, as a free hosting company, limits the amount of resources (CPU usage, Memory usage, MySQL Processes, Entry Processes, etc) that a user can use. If you're using an excessive amount of bandwidth (that is ridiculous) or disk space (also very ridiculous) or another resource, such as those listed above, you will be sent an e-mail. Excessive resource usage is defined by the staff member examining the resource usage. The staff member is a senior staff member and monitors the account(s) in subject for a minimum of three days before sending the resource usage e-mail (under most circumstances). If you are hosting anything against our ToS, the staff member will immediately suspend the account. If you are using more than necessary CPU your account will automatically be suspended by the staff member in charge and an e-mail will be sent. Response times vary.

Can I use the Support Ticket system?
SixServe only provides the Support Ticket system (via the Client Area) to paying customers. If you have ordered a domain, the multiple domains package, or another product that you have had to purchase from us, you will also have the right to use the support ticket system as long as that service is active. If you are a free customer and have not purchased a product, or you have purchased a product that you cancelled, you will not be able to use this system and you must use the forums. Forum response time and support ticket response time are about the same, however paid customers have a higher priority.

What is 403 Forbidden?
The 403 Forbidden error message occurs when a directory or htaccess file cannot be accessed due to permission confrontations. Usually, changing the permissions of your .htaccess file or the file/directory that you are trying to reach resolves this problem. Files should be 644 (can be changed in cPanel's file manager) and folders should be 755. If this does not work, please contact us via the Technical Support forum with your domain name, your cPanel error log, a copy of your .htaccess (copy and paste), and any other helpful information.

I can't access the file manager. Why?
If the file manager is showing "Data Error" it is most likely because of the permissions of the .htaccess. A senior staff member will have to manually change the htaccess file's permissions. You will need to create a new topic on the Technical Support forum to let us know about this problem with your account. Other problems may occur with the file manager, but this is the most frequent.

Is the server down?
The easiest way to tell if it is just your website is to check on this site. You may also want to check with our Server Status page.

Why can't I access FTP?
SixServe offers FTP access to all free hosting members. FTP is a method of transferring files from your system to our servers which host your website. In some cases, our FTP daemon shuts down and we do notice. However, you can check the status of our FTP daemon here.

Why can't I access my website?
If you cannot access your website, check the server status page. If HTTP is down, you may notify us, even though we most likely know about it already. To notify us of this problem, please submit a topic in Technical Support. If there is a topic already about this, do not open another topic.

Why is my account suspended?
SixServe suspends accounts that are inactive or that go against the ToS or Resource Usage Policy. If your website has been suspended and you do not know why, check your e-mail (both junk and inbox) for an e-mail explaining the suspension. Please open a new topic in Abuse & Terminations with the following information:

Why is my account terminated?
SixServe terminates accounts when major reasons (such as multiple accounts or illegal intentions) apply and there is no way of recovering the account. You may not retrieve any files on a terminated account.

How do I get an SSL certificate?
SSL certification can be bought from many different companies, including Squidix, for an average price of $19.99 per year. You will also need to purchase a dedicated IP address from us for $1.99 per month.

How do I get a domain?
To order a domain you will need to register with our Client Area and send in the order. TLDs are NOT free. Extensions such as .com, .net, and .org are $19.99 per year whereas .info and other lower level domains are cheaper.

What is against the ToS?
You can read SixServe's detailed and updated version of the Terms of Service by clicking here. All customers, both free and paid, are expected to follow the ToS.

I ordered a free account when the pornography was allowed, am I allowed to keep my pornographic website?
Yes, SixServe honors the pornographic content already on the server before February 23, 2012.

What should I do if I find spam or other junk on the forums?
If you were to find spam or malicious content on the forums, or if you were to get a harassing PM or post from anyone on the forums, you may report the topic/post as well as the user and give us a brief (or detailed, if preferred) summary on the situation. From there, a staff member will investigate the situation.

How do I transfer my domain name to SixServe's registrar?
SixServe thanks you for taking the time and consideration of transferring your domain name! We would be glad to assist you with this. Simply make a new forum in the Technical Support section of the forums with your domain name that you want to transfer. A staff member will then ask you to PM them your EPP code and we will get you set on the right foot!

How long does a domain name transfer take?
Domain transfers may take from 3 days to 8 days after our staff members have initiated the transfer. If it takes longer than 8 days, post again in your original post.

Why was my account considered fraud?
SixServe considers accounts fraud if they do not have the appropriate contact (billing) information supplied. More information can be found on our Fraud Account Procedure here.

Can I change my username for cPanel?
Yes, you can request a username change for your cPanel interface by contacting us via the Account Support forums. The limit for this change for free members is 3 times semi-annually (every six months).

When will my account be activated?
SixServe's Activation Team will activate accounts within eight hours of ordering. If your order goes unanswered for eight hours, just be patient, we will get to it. Our activation team is very busy and sorts through every order manually. Please bare with us.

How should I order?
The ordering process, in detail, can be found here.


This will be updated as often as possible.

Thanks,

SixServe Support Team