File Not Found Error

If you have a directory called icons or control in your www/ directory, you will get a File not found error when trying to access it from the Web.

These directory names are reserved system-wide for internal server use. Any reference to them in your www/ directory will be redirected to some other strange place. Renaming them will solve this problem.

POP Email Account Problems

There are several possible causes for troubles with email on your Web Hosting account:

The user forgot his or her password. To fix this, simply use the Post Office Manager from the EarthLink Control Panel to reset the user's password.

Your email POP accounts may have accidentally been set up as forwarding accounts. If this happens, delete the forwarding account and re-add that mailbox name as the correct type, using only one of the available options.

Remember to set up your email client program (such as Eudora) with your EarthLink Web Hosting Account's domain name as the POP server name in the preferences (i.e., yourecompany.com). See Your Email Post Office for more information on POP email, including how to set up Outlook Express to check your POP. Or search online for help at http://webhelp.mindspring.com .

Note: To send outgoing email, you will need to use your own SMTP server, usually provided by your dialup ISP. EarthLink dial-up customers should use smtp.earthlink.net as their SMTP server.

PERL CGI Script Problems

If the CGI script in question is a generic CGI that you found on another site, you may need to modify some lines in the code to get it to work with EarthLink's Web server. Most CGI scripts available online come with their own documentation that tells you what modifications need to be made to the code. The following are some general problems that may occur when trying to implement Perl scripts on your site:

As a general rule, the first line in all Perl CGI scripts must be:

#!/usr/local/bin/perl5

Some generic scripts will have a slightly different first line, so please change it to be the same as the above.

Some common Macintosh text editors such as SimpleText are unable to save text files that are intended for use in Unix. Make sure that you are using a text editor that is able to save a Unix formatted text file.

A very common problem with running CGIs results when CGI files are uploaded to the server using binary or some other format. The correct format for CGI files is ASCII (or text) format. Double check to make sure that your FTP Client has ASCII or text selected.

Finally, make sure permissions for all Perl CGI scripts are set to 755.

Telnetting to Your EarthLink Web Hosting Account

Due to security concerns, EarthLink does not provide shell Telnet access to our Web servers.

Gopher Services on EarthLink's Servers

Since the World Wide Web has eclipsed the need for Gopher service, it is not offered.

Changing the "Welcome" Message on Your FTP site

At this time, the welcome message cannot be changed. We use this message to communicate with you, our customer.

Troubleshooting Introduction We have designed the EarthLink Web Hosting Servers to be as problem free as possible, but there is always the potential for something to go wrong. Don't worry, we're there for you. Before you call our support staff, see if the answer to your problem is in this section of the Guide. If not, look on EarthLink's Web Hosting Help Desk at http://webhelp.mindspring.com for more information. Troubleshooting Accessing Your Web Site When problems arise, the first thing to do is verify that you are connected to the Internet. You must be online to transfer files to or from your Web server. If disconnected from the Internet, many browsers will display an older "cached" copy of a Web page stored on your hard drive. When this happens, it may appear as though the Web page is being loaded from the Internet when it really isn't. Verify your Internet connection by other means such as checking the connection status lights on your modem or by attempting another Internet function like checking your email. Also, remember to use your Web Hosting User ID and password when logging into your account with an FTP client. If you have just placed an order for your site, it is possible that your domain name has not yet been registered. If your domain hasn't been registered yet or hasn't yet been transferred to us, you won't be able to view your site at http://www.yourecompany.com. In the meantime you can view your Web site at the temporary address of http://userid.temp.w1.com . If you still experience difficulties connecting to your site, please send an email to webhelp@mindspring.com with your domain name, your IP address, and your Web Hosting User ID. Your User ID looks like www00087 or wfp00087 . You may also call EarthLink Web Hosting Support at 1-888-932-1997. I Can't See My Web Pages Using My Web Browser When you attempt to view your Web site, you may see " Index of /", or nothing at all. To fix this problem, the primary Web page of a directory must have one of the names listed below. If you aren't seeing the page you want to be the top page of your site, remember that to be viewed by a Web browser the file must be located in the /www directory on your Web server. index.cgi index.php3 index.html index.htm index.shtml home.html home.htm home.shtml default.htm EarthLink's servers will look for the filenames above in the order listed-the first one it finds will be loaded when http://www.yourecompany.com is viewed. Please note that your EarthLink server is case sensitive-the server will not find a page named Index.html or INDEX.HTML and serve it as the index file for a directory because the capitalization does not match one of the required names. You can change the order that the Web server displays index pages by altering the .htaccess file in your /www directory on you Web server. For example, adding the following line to /web/.htaccess will make the server look for a file index.php3 . (If it doesn't find that file name, it will try index.cgi , then index.html , etc.) DirectoryIndex index.php3 index.cgi index.html index.htm Other possible solutions: You may not be connected to the Internet. Please check to make sure you are online. You can check this by trying to view another Web page or your email. Your Web browser may have cached or saved a copy of the Web page incorrectly. Try clicking the Reload or Refresh button on your Web browser to make sure your browser is displaying the right page. If that doesn't do the trick, try clearing your browser's cache and reload again. Your site may be down temporarily. This may be caused by a computer or network malfunction. Wait 10 minutes and try again. If your site does not come back up, please call EarthLink Technical Support. Hit the Reload button in your browser before calling. Often this will help fix your browser's display after your site comes back up. You may not have uploaded the new page to your Web server. Double check to make sure the file is in fact on the server.

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