UKC

How can I get rid of the Plesk favicon?

So you have just chosen your new favicon, or even painstakingly created it using the latest .ICO file creator. The file size is correct, your friends and family love it – great! – now it’s time to make it live!

So, you go ahead and upload your favicon.ico file, you edit your web pages to point directly to it. Yet, when you visit your website, the Plesk favicon is still there? In fact, no matter what you do, you can only see the Plesk favicon!

This, is a local browser caching issue. You will find that if you visit your site from another PC which never visited your Plesk default homepage that your new super duper custom favicon will work perfectly.

Clear your browser cache and temporary internet files, perform a system reboot and that should do the trick.

How can I use Homepage builder with a hosted domain?

The parked domain name homepage builder service is a fairly basic web site builder that enables you to build up to 3 web pages using one of the 8 preset style templates provided.

The Homepage builder whilst easy to use, can be useful if you need to get a simple site up fast. Usually our hosting clients prefer to build their own websites using Dreamweaver or Webplus thus negating the need to use the domain Homepage builder.

If you primarily purchased hosting so that you could use the email facilities (webmail, SMTP, POP, IMAP etc) but would prefer to use the domain Homepage Builder for your website, simply follow the instructions below – or ask the Helpdesk to make the following single DNS change on your behalf:

  • Log in to your Web Hosting Account using your ClientXXXXX username
  • Click on “DNS Settings” icon
  • Select the “A” record that looks like “yourdomainname.co.uk. A 81.95.158.106“. The IP address will differ according to your server. This is usually the third DNS record in the list – but not always!
  • Where it says “Enter IP Address”, overwrite the existing IP with the Homepage builder IP address.
  • Type “66.98.136.44” (the Homepage builder IP address) and click “Ok”.
  • Hit “Update” to save your DNS changes. Hit “Revert” to cancel your changes.
  • Allow up to 24 hours for the new DNS to propagate.

If you ever wish to disconnect your hosting account from the Homepage builder and reconnect it to your FTP webspace, simply change the IP address back to that as listed with your regular hosted DNS records.

How can I upgrade from Ensim to Plesk?

We are now using the award winning Plesk Control Panel for all new hosting accounts, although there are still many clients that prefer the Ensim interface – there are many reasons why you should upgrade.

Plesk has many advantages over Ensim including many additional features, PHP 5.x, mySql 5.x, AtMail Webmail, better SPAM protection, single click installation of popular web applications such as WordPress, Joomla, Drupal. Additionally, our Plesk servers provide a fully PCI Compliant Web Hosting solution – all at no additional cost. That’s right, the upgrade from Ensim to Plesk is absolutely FREE!

Advantages of moving to Plesk

  • PHP 5.x and mySql 5.x
  • Multi-domain hosting support
  • Single click installation of latest web apps (Drupal, Joomla, WordPress, Magento)
  • Better SPAM protection
  • Higher performance and security
  • Super looking, easy to use control panel
  • No extra cost to get these geat features!

Things to consider

If you are using Ensim, and would like to move to Plesk then we have some good news – we can do this for you at no cost! You will receive all the benefits of our new Plesk servers however there are some issues to consider:

  • Ensim and Plesk backups are not interchangeble.
  • We cannot move your web site, emails or anything else from the old account.
  • You will be responsible for re-uploading your web site and data.
  • Your Plesk Hosting account will be setup just like a brand new account.

How to proceed

  • Make sure you have a backup copy of your website and emails
  • Remember – your Ensim account will be completely deleted
  • Your Plesk account will be set up as a brand new account
  • Ready to proceed?
  • Contact the Helpdesk and request a ‘FREE sameday upgrade to Plesk’

How can I delete files that are owned by Apache?

You have full control of all files within your webspace however if you use an application such as WordPress or Joomla to install templates, you will find that the files and directories created are owned by the Apache user.

This is not a problem in itself – until you try to delete the files and directories when clearing up unwanted downloads.

You will need to change the file permissions of the Apache files and directories to that of your FTP user and then proceed to delete them. If you have problems doing this, we can do this for you, contact the Helpdesk and ask for the Apache files and directories to be removed. Do tell us which directories you want us to delete though!

To permanently fix the problem, ask the Helpdesk to set your PHP to run as a FastCGI module (instead of Apache), this will prevent any further Apache ownership issues. This does not delete any existing Apache files. Running PHP as FastCGI has no other effect other than increased performance and better file ownership.

Categories FTP

Email Not Working? Fix Sending and Receiving Problems

Email sending and receiving problems

Test webmail first to separate a mailbox problem from an app problem

If webmail can send and receive, the mailbox service is working and the fault is probably in the device or email-client settings. If webmail also fails, check the mailbox, password, quota, domain, DNS and account status before changing the app.

Start the Email CheckOpen My Account
WEBMAIL WORKSCheck the appSettings, password or local network
WEBMAIL FAILSCheck the serviceMailbox, quota, account or DNS
ONE DIRECTIONRead the errorSending and receiving use different services

Email diagnostic flow

1. Record the symptom

Note whether sending, receiving, login or all email has failed. Keep the exact error text.

2. Test webmail

Use the supported webmail address for the mailbox and send a message to and from a separate account.

3. Check the account

Confirm the service is active, the mailbox exists, storage is available and the domain has correct mail DNS.

4. Check the app

Verify hostname, secure ports, full username, password and SMTP authentication.

I can receive email but cannot send

Check SMTP authentication

Enable outgoing authentication and use the full email address and mailbox password.

Check port and encryption

Use SMTP 587 with STARTTLS, or port 465 with SSL/TLS when the app requires it.

Check the server name

Use the exact supported hostname shown for the mailbox so the connection matches its certificate.

Read rejection messages

Authentication, rate, recipient and reputation errors require different fixes. Keep the complete error without private message content.

I can send email but cannot receive

Check mailbox storage

A full mailbox may reject or defer new mail. Remove unneeded messages or increase the available capacity where appropriate.

Check incoming settings

For current UKC mail, use IMAP 993 with SSL/TLS, or POP3 995 when a POP workflow is intended.

Check MX and DNS

If every sender is affected and webmail receives nothing, confirm the domain’s MX records still point to the intended mail service.

Check filters and forwarding

Review spam folders, rules, redirects and forwarding destinations before assuming the message was never delivered.

What should you send to support?

Safe and usefulDo not send
Mailbox address and affected device or appMailbox password
Incoming and outgoing hostnames, ports and encryption choicesAuthentication codes or recovery codes
Exact error text and approximate timePrivate message contents unless specifically necessary and redacted
Whether webmail works and whether another network was testedUnrelated account or payment information

Email problem questions

Why did email suddenly stop working?

Common causes include a changed password, expired or inactive service, full storage, altered DNS, an app update, an incorrect certificate hostname or a network restriction. The webmail test narrows the possibilities quickly.

Why does email work on one device only?

The mailbox service is probably available. Compare the failing device’s server, port, encryption, username and saved password with the working configuration.

Why do some senders fail but others work?

Check the sender’s bounce message. A mistyped address, sender reputation, authentication policy, attachment size or filtering decision may affect only certain messages.

Should I delete and recreate the account in my app?

Not as the first step. Record the current settings and understand where messages are stored. Deleting a POP account or local data can remove mail that is not safely synchronised elsewhere.

Still unable to send or receive?

Contact support with the test results and exact error

Include the safe diagnostic details above so the problem can be routed efficiently.

Open a Support TicketCheck Email Settings