Support FAQ

Where applicable below replace 'yourdomain' with the applicable domain name and 'suffix' with that domains suffix... i.e., com, net


- What are the e-mail settings for Outlook, Outlook Express and Eudora etc?

The POP3 (incoming) server: mail.yourdomain.suffix **
The SMTP (outgoing) server: use your ISP's smtp server i.e.

Your initial account, set as the catch-all on domain creation:
Username: mail@yourdomain.suffix **
Password: your 'Open Plan' EXA-xx users password

Additional POP accounts you setup from within the control panel:
Username: username@yourdomain.suffix **
Password: that users password

- How do I login to my POP3 mailbox via the web interface?

Web-mail server URL: http://mail.yourdomain.suffix **

Your initial account, set as the catch-all on domain creation:
User ID: mail@yourdomain.suffix **
Password: your 'Open Plan' EXA-xx users password

Additional POP accounts you setup from within the control panel:
User ID: username@yourdomain.suffix **
Password: that users password

- How do I create more POP3 users for my domain?

Use the HELM control panel interface from the domain list click the applicable domain and you should be presented with an 'E-Mail Accounts' icon and from there you can 'Add New' POP3 users.

- What is the SMTP server address I need to use for Jmail?

If you do not know this information please e-mail and we will send it to you.

- Do you offer outgoing SMTP?

Yes although all connections must be authenticated, including website scripts.


- What FTP host name and login information do I use?

FTP Host: ftp://ftp.yourdomain.suffix **
Login: yourdomain.suffix **
Password: your FTP users password

Additional FTP accounts you setup from within the control panel:
FTP Host: ftp://ftp.yourdomain.suffix **
Login: the username you have specified
Password: that users password

Prior to your account becoming live on our server (before DNS changes or domain registration has fully completed) information on the FTP host to use is supplied within your setup e-mail.

- What directory should I put my website files (html, asp etc) in?

Web files must be placed within the 'wwwroot' directory.


- What types of database do you support?

Currently MS Access 2000, MySQL (via Helm) and MSSQL 2008 (not via Helm).

- How do I connect to my Access database with ASP ?

You can use a system or a DSN-less connection.
DSN-less connections are faster than System DSN connections because DSN-less avoids doing a registry lookup. Furthermore you can receive additional performance benefits by directly using the OLEDB layer.

Here is an example:

Dim Conn, dbPath
dbPath = "F:\Domains\yourdomain.suffix\db\YourDatabase.mdb"
Set Conn = Server.CreateObject("ADODB.Connection")
'Using OLEDB (fastest but some SQL features may be unavailable)
'Using the MS Access driver (faster than a DSN)
'Conn.Open "DRIVER={Microsoft Access Driver (*.mdb)};DBQ=" & dbPath

To find the correct path to use above, please create a web page using the following script on your website and then navigate to it using your browser, this will show you the servers disk path to the root folder of your website, you then need to amend this path to point to the location of your database (e.g. if you keep your database within the 'data\mydatabase' folder in your site root you will need to remove the 'db' and add 'wwwroot\data\mydatabase\yourdatabase.mdb' instead).

<% Dim strPath
Response.write(Server.MapPath("\")) %>

- Which directory should I put my database in?

Any directory can be used as long as your connection strings points to the right place. You are advised to upload your database files to the 'db' directory. This is a more secure place to put them than within the 'wwwroot' as in this directory they are not accessible by any surfers who may find the URL to your database by chance and be able to download all your stored information.


- What directory do I need to put my ASP pages in?

Web files must be placed within the 'wwwroot' directory. The server will parse ASP pages in any and all directories within this directory.

- Can I install my own ASP components?

For security and satiability reasons we do not allow users to add their own additional components. However you can request additional commercial components to be added should you have a licence for them. We will look into installing them if the demand is high enough and would benefit other users.
Please note: We only accept components at our own discretion for the reasons stated above.


- Can I user Perlscript in my ASP pages?

Yes, Perlscript is a modification of perl that allows you to embed perl coded functions within an ASP page. We support this feature.
i.e. you may use <script language="PerlScript" runat="server"> </script> tags.

- What version of Perl is installed on your servers?

Perl 5 is installed on all servers. Further information can be found at the Active State site.

- Where is the cgi-bin?

The cgi-bin is located in your 'wwwroot' directory and has the correct permissions for running cgi scripts.

- How do I set permissions for my scripts (CHMOD)?

You should not need to set permissions with FTP when using Windows servers. If your script instructions tell you to do this you can ignore it!

- Where is sendmail or what is the path to PERL?

With Windows servers the above information is not relevant. You do not need to add these lines to your script. A good site to get information from is We are using the latest version of Active State Perl.

Windows does not have a sendmail component that's a linux thing. You need to use Jmail.

- Why doesn't my script work!!?

The following websites are great sources of information about Perl/CGI: Matt's Script Archive and CGI Resources. Both web sites contain lots of information and help in building your script, as well as lots of free scripts for download. Please remember you need to use Windows compatible scripts.

If you have any further questions, please email us at

Remote Desktop Support

In some cases it is helpful for our technicians to remote support client computers, such as setting up/sorting email accounts etc.

To fill this requirement we have E-Remote Support service which uses technology to allow our technicians to gain access to your computer for such support purposes.

It is necessary to have a phone call on the go with a technician BEFORE you use this link to start the remote session going ...

and follow the instructions on that page. - Affordable Windows Hosting Solutions - Affordable Windows Hosting Solutions