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SECURE
CONTROL PANEL

Subscriber Name

Password

 

 

 

Having Problems With Your Site?

Please fill out the following information and check the "Most Common Problems" below.  The steps below may allow you to solve your problem right now or at least provide us with valuable information so that we can help you sooner!

     First Name:  Last:
          Phone:-
         E-Mail:
            ISP:
           (The name of the company you access the internet through)
                General area of your problem/question: 
                

Our form will accept your Web Site's URL or Subscriber name.
Example URL would be:  http://www.thebook.com.
Example Subscriber name would be: thebook.
Subscriber Name:

If you know your Control Panel password, please enter it below.
Passwords are not required, but if one is given it will be verified.
If the password is not correct you will receive an error message
and be required to re-enter or leave the password fields blank.
Control Panel Password:         
Confirm Control Panel Password: 

(A valid Subscriber and and Password will be needed to make site 
changes/reset a password and the E-Mail address must 
match the contact address we have on file.  If you are not sure 
what that address is you can login to your control panel at: 
https://www.thebook.com/control-panel.html.
Once you are logged in, follow the "Account Information" link.)

Tracking Number:
(If a tracking number has been assigned to your question already, 
please enter it here if not already filled in.)

 

 IMPORTANT: HAVING AN EMAIL PROBLEM?   READ THIS!!!!

The biggest problem we have with rapid resolution of your email problem is getting enough information.  Please FOLLOW the links below depending on whether you are having a problem sending or receiving. Make sure you conduct the firewall tests.
Give us specific date/time/to/from of a message and send us the entire error response.   That will save a lot of time in our serving you.

 

PLEASE NOTE: Before filing this report, please make sure the problem persists for about 10 minutes. We do occasionally restart a web/mail server for software/security upgrades.  These are normally done during off-peak hours, but may be done during the day for critical items.  These may last app. 10 minutes (but normally much shorter).  

It is our policy to announce any server outage longer than 30 minutes.  You may also want to reboot your PC and confirm you can reach other sites on the internet okay.
     
 Most Common Problems - Our Top Ten!

Please indicate your problem by filling out the appropriate section(s) of our form. You may be able to resolve the issue yourself by applying the troubleshooting methods described in each section.

 I'm having problems seeing my web site through my browser.

Have you paid your domain registration bill with your registrar? Check the billing status of your account at your registrars web site.  If you are not sure where your domain is registered, go to the following page and you should be able to get your registration information, http://www.thebook.com/user_whois.php4  -- you will also be able to check the expiration date and confirm we are providing name service.

I can not see my site when I load it into my browser.
I can not see my site through AnyBrowser.Com .

This site is independent from our servers. Being able to view your site through this tool confirms that other people can get to your site. If you can see it through AnyBrowser, but can't see it through your own browser, there may be a networking problem between your computer and us.

Sending the results of our "Network Access Check" under the Site Control Panel will help us to further isolate your problem. Click here to tell us how long you've been experiencing your problem, and when it was first noticed.

If you have recently made updates to your site, but are seeing your older version, you may need to clear your browser`s cache by holding down the F5 key in Internet explorer or pressing the "SHIFT" Key and clicking "REFRESH" with Netscape.

Click here to let us know of any error message you are getting and to submit the form.

I'd like to check/update the information on my domain registration.

If you are not sure where your domain is registered, go to the following page and you should be able to get your registration information, http://www.thebook.com/user_whois.php4  -- you will also be able to check the expiration date and confirm we are providing name service.

The most common problem is a contact email address that is not correct.  Most registrars do allow you to make "on-line" updates, but that requires you remembering account number/password info (the second most common problem!).  If you fall into both of these cases you must contact your registrar and determine what is the "manual" means for establishing ownership and making changes.  Most will require you to FAX a letter containing specific information to their offices (they usually WILL NOT do it over the phone or via email).

If you are registered with Tucows/Opensrs (the registrar we use to register domains).  We do have the ability to resend your login info via email if your contact address is correct -- just check the box below.  

Please resend my registrar login information for the web site above (it was registered through you with Tucows/Opensrs.

To FAX a request for a change check the following URL and follow the directions exactly:  http://www.adminchange.com/ 

If you are registered with Network Solutions (the InterNIC/WorldNIC/VeriSign) check the Network Solutions web site, contact their customer support at: 1-888-642-9675

If you have another registrar, please contact them.

Click here to request the resend and submit the form.

 I do not remember my password.

Check our authentication policy.

IMPORTANT! For security reasons, we can only send password information to the E-Mail address we have on file in our service records. Please keep your address CURRENT. To view or modify your existing address, please go to the "Subscriber Information" section of your Site Control Panel.

If you have specified an Identity Question/Answer pair for your account you can have your password reset immediately and get the new value using your web browser, just click here.

If you don't have an Identity Question, complete the following: I need the following password(s):

Site Control Panel Password (we will reset this to a new value.  You can then login and set your POP mailbox, FrontPage and FTP passwords as desired).  Since we are enforcing long passwords for security, you are free to set all your passwords to the same value.

MySQL Password (Applicable only if your site is configured to use this product).

Click here to let us know of any error message you are getting and to submit the form.

 I'm having problems checking my E-Mail.

Use this link to use our Web Based system.  This should confirm you can reach our mail server and are using the correct mailbox name and password combination.  If you still have problems (continue below). 

If your mail is stored in a POP box on our servers, please make sure the settings on your E-Mail program are set to the following:

  • Incoming Mail and/or POP3 Server: MAIL1.THEBOOK.COM
  • Outgoing Mail and/or SMTP Server: MAIL2.THEBOOK.COM
  • Incoming Address: something@your-domain.com
  • POP3 Username and/or login: The username for POP access for your above incoming address. This would be something like "p_1234." Some programs, like Eudora, want: "p_1234@mail1.thebook.com".
  • POP3 Password: The password you chose for the POP login name. You would have chosen this when creating the POP box with our "POP E-Mail Wizard" under the Site Control Panel. You may change this password by accessing the "Wizard" under the "Domain E-Mail" section of your Site Control Panel.
The above settings are correct, but I still can`t check my mail. Below, enter the:
POP account name: Password:

You should also run the "Firewall tests" below and send us those results.

Click here to let us know of any error message you are getting and to submit the form.
 I'm having problems sending E-Mail.

Please check above for the proper settings.  If you are using our SMTP server for outgoing mail the FROM address of your message MUST include the domain you have hosted with us.  The server will reject messages that do not originate from one of our domains.   

We are also using POP before SMTP authentication which means you must check mail in at least one POP box before you can send or you will get a "relaying denied" message.  For more details on this, check here.

If you are still having problems, in the remarks below, please send us the exact time you sent the message, the TO/FROM, and the exact error message your received.

You should also run the "Firewall tests" below and send us those results.

Click here to let us know of any error message you are getting and to submit the form.

 I'm getting too much SPAM or some real mail is being blocked by SPAM filtering.

You web site Site Control Panel gives you the ability to see the mail rejected by our servers as SPAM. You can also control how much checking is done or turn checking off entirely.  Let us know if you have any questions.

Click here to let us know of any error message you are getting and to submit the form.

 I can't make updates to my site.

Make sure you are connecting to host "user1.thebook.com."

Are you using your correct login ID and password? Click here if you need this information sent to you. If you know your Site Control Panel password you can login there and reset your FTP password info.  If you are still having problems making FTP updates and need to make an urgent update -- you can also use the "File Manager" to make changes via your web browser.  Just login to your Site Control Panel.

I'm using the correct information, but I can't make updates to my site.
Please confirm the username and password you are using
Username: Password:

You should also run the "Firewall tests" below and send us those results.
Click here to let us know of any error message you are getting and to submit the form.

 One of my CGI scripts is not working.

Please use our "Script Check Wizard" under the Site Control Panel to debug your script. Most script problems involve problems with the permissions.

Please provide us the directory path of the script:
Please provide us with the URL of the page that launches the script:

Click here to let us know of any error message you are getting and to submit the form.
How can I tell if I'm being blocked by firewall software?

Many service providers and businesses are implementing firewall software that may affect your access to the Internet.   Your sites on our servers are protected by an adaptive firewall that blocks IP addresses based on "unusual" patterns of activity.   We normally can perform the following tests with you over the phone from 0900 EDT - 1700 EDT (877-635-1968).  But if you can't call, please try the following tests.  They are simple and don't even require you enter a password to perform.

To get started in Windows 95/98/2000/XP bring up the "Start -> Run..." window and:

BASIC ACCESS:   Type the following and press <ENTER>:

ftp user1.thebook.com

You should then see displayed:

Connected to user1.thebook.com.
220 wrench.thebook.com FTP server (Version wu-2.6.1-20) ready.
User (user1.thebook.com:(none)):

ACCESS TO READ MAIL (port 110): type the following and press <ENTER>:

telnet mail1.thebook.com 110

You should then see displayed:

+OK Qpopper (version 4.0.4) at wrench.thebook.com starting.

ACCESS TO SEND MAIL (port 25):  Start a new window and type the following and press <ENTER>:

telnet mail2.thebook.com 25

You should then see displayed:

220 wrench.thebook.com ESMTP Sendmail 8.12.6p2/8.12.6; Thu, 24 Jul 2003 14:06:55 -0400
 -- if this fails it may be a block from your ISP. Try the test below 
using an alternate port number:

ACCESS TO SEND MAIL (port 587):  Start a new window and type the following and press <ENTER>:

telnet mail2.thebook.com 587
You should then see displayed:
220 wrench.thebook.com ESMTP Sendmail 8.12.6p2/8.12.6; Thu, 24 Jul 2003 14:06:55 -0400
  -- if this works.  Change the (SMTP) mail server settings in your 
mail program to use port 587, instead of port 25.

Click here to let us know of any error message you are getting and to submit the form.

 I'd like to provide you with a description of my problem.

Please use the space below to record error messages or to tell us about a problem not categorized on this form.




If you notice a delayed response when submitting, please just press the "Submit" button again.

© Copyright 1999 Software Workshop Inc.
Last Modified: 09/15/99


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