Technical Support FAQ
With Sound-n-Vision Designs’ 24/7 tech
support, there is no need to lose sleep at night.
Our servers are so up to date that we can guarantee
a 99.9% up time. What does that mean to you?
Well, that means that there is no worry about
your site going down, or not receiving an e
mail that you are expecting. It means that you
are wired with the latest technology working
for you. Wherever you are, whenever you are,
we are here to support you.
Our support FAQ is here to help answer many
of the most frequently asked questions we get
from our clients. If you do not see your questioned
answered here, please open a Support
Ticket and we will have your question answered
immediately.
| Billing Questions |
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| Control Panel |
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| E-mail |
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| Website Development |
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| Website Statistics |
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| Website Hosting |
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What
payment methods do you accept?
We accept all major credit cards (Visa,
MasterCard, American Express, and Discover)
as well as personal checks, business checks,
money orders, and PayPal.
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Is
there a minimum contract length for web
hosting?
No, you are not locked into any contract
length. If you paid in advance and decided
to cancel your service in the middle,
you would be reimbursed for the time that
you did not use.
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Can
I cancel my web hosting account at any
time?
Of course. All we ask is that you send
us a cancelation request by e-mailing
us at admin@snvdesigns.com.
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Can
I upgrade or downgrade my web hosting
account at anytime?
Yes. There are no setup fees regardless
of which direction you move.
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What
kind of control panel are you using?
We use the Plesk Server Administrator
(PSA 5.05) control panel.
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How
do I access the control panel for my account?
You can either click the "Login"
button on the top right hand corner of
our site or you can go to https://www.YourDomain.com:8443
(replace "YourDomain.com" with
your actual domain name) and enter your
Domain User login and password.
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What
is a "Domain User?"
The domain user is the administrator for
your Plesk Web Hosting control panel.
In order to log into the control panel
you would need your domain user login
and password.
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What
can I do with the control panel?
By logging into the Plesk control panel,
you can change your password for the control
panel, FTP access or email access, create/modify/delete
email addresses, redirects, mailgroups,
e-mail aliases, autoresponders, and vacation
messages, configure your global catch-all
address, set up web users and domain users,
pssword protect directories, access file
manager and log files, setup and maintain
a MySQL database, check disk storage and
traffic quotas/usage and check your web
statistics.
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How
do change my Domain User password?
1. Log in to your control
panel
2. Click the "Domain
User" button
3. Enter the new password
and then confirm the password by entering
it again
4. Scroll down to the bottom
of the page and click the "Update"
button
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I
lost or forgot my control panel password,
can you send it to me again?
For security purposes, passwords are encrypted
on our servers, so we have no way of retrieving
your password. If you would like us to
reset your password, please submit a support
request by sending an email to: support@snvdesigns.com
and a new password will be e-mailed to
the primary account holder.
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Why
do I get a security alert when I log into
the control panel?
This error is due to the fact that the
security certificate is invalid or expired.
This certificate is only used to encrypt
the data between you and the server. It
servers no other purpose or reason. Because
your not entering secure data like credit
card numbers or personal information it
doesnt require a valid certificate. All
you have to do is click continue, to proceed
to the control panel.
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How
come I get "Page Cannot Be Found"
when trying to access the control panel?
If you are behind a firewall, it may be
preventing you from accessing the control
panel which is located on the server's
port 8443. If you wish to use your control
from behind the firewall, you'll need
to enable access to port 8443. Also, make
sure your browser is enabled for SSL connections
and that you are trying to access the
control panel via https:// instead of
http://
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How
do I check my e-mail through a web browser?
1. Go to http://webmail.YourDomain.com
(use your domain name in place of YourDomain.com)
2. Enter your username, which
is the part of your address that comes
before the "@" sign.
3. Enter your password
4. Click "Login"
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How
do I set up e-mail accounts in Outlook
or Eudora?
1. Open Outlook or Eudora
2. Go to "Tools"
and the choose "Accounts"
3. Click "Add" and
then choose "Mail"
4. Enter the Display Name
(how you would like your name to
appear in other mailboxes)
5. Your Incoming mail server
is a POP3
6. Your Incoming mail server
is: YourDomain.com
7. Your Outgoing mail server
is set by your Internet Service Provider.
Contact your ISP to
find out
what your outgoing mailserver should be
set to.
8. Enter the Account Name
(your entire e-mail address)
9. Enter your Password
10. Make sure the "remember
password" box is checked
11. Once all of the information
is entered, click "Next" and
then "Finished"
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How do I create
a new e-mail address?
1. Log into your account as
the Domain User
2. Click the "Mail"
button
3. Click the "Add New
Mail Name" button.
4. Enter the mailname and
password and then click OK
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How do I change
my e-mail password?
1. Log into your account as
the Domain User
2. Click the "Mail"
button
3. Click on the mailbox you
would like to change
4. Change your Password and
click "Update" at the bottom
of the page
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How
do I add a Forwarding E-mail Address?
1. Log into your account as
the Domain User
2. Click the "Mail"
button
3. Under "Create new
mail name", enter the new mail name
you would like to add
4. Click the "Add"
button on the right
5. Check the "Redirect"
box
6. Enter the e-mail address
you would like that mail forwarded to
7. Click the "Submit"
button at the bottom of the page
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How
do I add a Mailgroup? (an e-mail that
forwards to more than one address)
1. Log into your account as
the Domain User
2. Click the "Mail"
button
3. Under "Create new
mail name", enter the new mail name
you would like to add
4. Click the "Add"
button on the right
5. Check the "Mailgroup"
box
6. Click the "Add"
button and a popup window will appear
7. Enter or choose an address
you would like to add to your Mailgroup
and click "Add"
8. Repeat steps 6 and 7 untill
all addresses have been added
9. Click the "Submit"
button at the bottom of the page
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How
do I add an Autoresponder?
1. Log into your account as
the Domain User
2. Click the "Mail"
button
3. Under "Create new
mail name", enter the new mail name
you would like to add
4. Click the "Add"
button on the right
5. Check the "Mail Autoresponders"
box
6. Click the "Add"
button to the right to open the details
page
7. Create a name for the autoresponder
so you can keep track of multiple autoresponders
8. A new window will appear
with the details of the autoresponder
9. Request text: Choose either
“always respond” or you can
choose to have this autoresponder
reply when
specific text appears in the subject or
body of the e-mail
10. Enter the subject , reply-to
address and text of the responding e-mail
11. Leave the reply times
and store options as their defaults
12. If you would like the
e-mail forwarded somewhere other than
the e-mail address that
the Autoresponder is setup for, enter
it in the forward request box
13. Click the "Update"
button at the bottom of the page to add
the Autoresponder
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How
come I do not see the current changes
made to my site?
In order to speed up web browsing, web
browsers are designed to download web
pages store them locally on your machine
in an area called "cache". When
you visit the same page for a second time,
the browser speeds up display time by
loading the page locally from cache instead
of downloading everything again. This
sometimes results in less than current
versions of web pages being displayed.
In order to clear your cache, follow the
directions below, depending on the web
browser you use.
America Online
- From the "My AOL" menu,
on the AOL toolbar
- Click "Preferences", then
click "WWW"
- Look for the "Temporary Internet
Files"
- Click "Delete Files", then
click "OK"
Internet Explorer
- Up top in the pull-down menus, click
Tools, then "Internet Options"
- This brings up a dialog with 6 tabs
across the top, click the "General"
tab and then look for 'Temporary Internet
Files"
- Click "Delete Files" then
click "OK"
- Click "OK" again and this
should clear all cached pages
Netscape Navigator
- Up top in the pull-down menus, click
"Edit" and then "Preferences"
- Find "Advanced" and click
the "+" sign in front of the
word, "Advanced"
- You'll see "Cache, Proxies, etc."
Click "cache"
- On the right you'll see, buttons labeled
"Clear Memory Cache" and "Clear
Disk Cache"
- First, click "Clear Memory Cache"
when the "?" dialog appears
click "OK"
- Then click "Clear Disk Cache",
when the "?" dialog appears,
click "OK"
- Click "OK" again to close
the Cache Dialog box
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How
can I tell how many visitors go to my
website?
Webalizer is a very powerful tools for
graphically tracking visitors to your
site and it is included with every web
hosting account for FREE. It provides
you statistics on how long visitors were
there, what pages they visited, and the
order in which they were visited. With
the advanced logging feature activated,
it even captures what browser was being
used and how the visitors found you, whether
through a search engine or a website link.
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How
do I check my Web Statistics?
1. Log into your account as
the Domain User
2. Click the "Report"
button
3. Click the "Web Stats"
Button
4. Click on a month to see
the detailed statistics
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How
do I interpret the results?
To understand what all of this information
means, please go to http://www.snvdesigns.com/support-webalizer.php
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What
is your DNS information?
Primary Name Server: ns1.snvdesigns.com
Secondary Name Server: ns2.snvdesigns.com
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As we continue to make our way to the top of the web design industry,
we would like to thank you for helping us get there by giving you
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