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Support

User accounts

If you need to update your billing information:
Billing update form

Billing questions

When will I get billed?
4webspace.com accounts are billed on the first of each month for the upcoming month. New clients will be pro-rated on the first billing cycle to allow for the first month. Invoicing is sent out in email format between the 20th and 22nd. Over bandwidth notifications, if applicable, are sent out between the 1st and 3rd of each month and are then billed.

Where can I get billing information in regards to my account?
You can request specific billing information relating to your account by sending an email to billing@tera-byte.com. Please remember to include all pertinent information such as the account number and/or domain name of the account(s) you are requesting information on, what you want to know and if applicable, dates.

Where can I get an explanation of charges applied to my account?
Email billing@tera-byte.com your request along with the account number and domain name along with the amount and date of the charge you would like clarification on.

Cobalt has the complete RaQ user manuals available for download. These should be the first place you look for help with the RaQ. You can access these files at: http://www.sun.com/hardware/serverappliances/documentation/manuals.html

For further questions, please feel free to read through our FAQ.
If you have any other questions after reading the FAQ completely, please send an email to:
support@4webspace.com

When sending support oriented emails please remember to follow the following guidelines:

•Use a descriptive subject line to help us answer you more quickly and efficiently. "Can not use FrontPage to publish to www.domain.com" is far better than "help!!!" or "URGENT".

•Make sure you mention your domain name either in the subject or the body of the email.

•Use the email address that you specified on the order form. This is the only address to which we can send sensitive information such as passwords and account data.

•If you are reporting problems with your email account and that is the one on the order form, use a different email address for now. We will not be able to disclose sensitive information, but we will at least be able to contact you and work on the problem from there.

Questions


1.When I log in by FTP, where do I upload the files for my web site?


2. How do I put my files on the server?


3. Why can't I connect to my MySQL database from my home computer?


4.What is the difference between a fully qualified domain name and a sub-domain?


5.Will RealAudio/Video run on the RaQ3?


6.How can I learn more about the RaQ3 and its features?


7.Is there a script for the RaQ3 that will add a mass number of users?


8.Some of the statistics for my RaQ3 server are not generating properly. Why is this feature not working?


9.I want to compile my cgi scripts with PHP, do I need to recompile apache?


10.I point my browser at the RaQ 3's IP address, no images show up, and I get error messages in some frames.


11.When using Microsoft Internet Explorer, why do the buttons on the left not show up and the bottom frame give a 404 not found error?


12.While setting up group email through the "List Management" screen, the email addresses and mailing list name display the hostname of the RaQ as well as the domain name. (list@domain.com rather than list@raq.domain.com) How do I send email to just the domain name?


13.How can I access the postgres database server on the RaQ3 to add databases, create tables, and add users?


14. How do I make my RaQ automatically accept any subdomains under my domain name?

15. How do I install MySQL and PHP?

16. Is it possible to my check admin mail on without telnetting to the box?

17. Is there a way to have a server wide default 404 page?

18.Where can I place my CGI scripts?

19. How can I test my CGI scripts?

20. How can I set up POP3 accounts?

21. How can I save the DNS info, mail address name, server info, and the IP address used by each domain?

22. Is there a quick start guide for setting up DNS on my RaQ3?

23. How do I change the default home page on my RaQ3?

24. Does my RaQ3 come with FrontPage 2000 extensions already installed?

25. Is there any way to increase email attachment file size from the current setting?

26. When I rename a virtual site with FrontPage extensions enabled, I cant access that site anymore through FrontPage. How do I fix this?

27. Can my RaQ support different languages?

28. What DNS software does my RaQ use?

29. How do I get my CGI scripts to run?

30. How do I add a virtual site?

31. How do I remove a virtual site?

32. Where can I find the actual manuals and product notes for my RaQ ?

33.What does “ip_allow”, ”name_allow”, and “sendmail.cw” mean when Im setting up my server?

34. How do I use the DNS control panel?




1.When I log in by FTP, where do I upload the files for my web site?

Answer:
Files for the main web site must go in the "/web" directory. When you first log in by FTP, you will be in the "/users/(username)". For example, if your username is "dave", you will log in to the "/users/dave" directory. When you first log in, you will see a "web" directory. This is actually "/users/(username)/web". To continue our previous example, this would be "/users/dave/web" and it's the user web directory which you could visit on the web at http://www.domain.com/~dave . Instead, back up two directories until you see "web" and "users" directories. That is the web directory where you must upload the files for your main web site.Top of index

2. How do I put my files on the server?

Answer:
File Transfer Protocol is a standard way to transfer files across the Internet. Windows 95/98/NT/2000 and Unix operating systems come with a command-line FTP program by default and there are many graphical user interfaces as well. There are also plenty of good FTP programs for Macintoshes and other operating systems. See the Yahoo! FTP page at http://dir.yahoo.com/Computers_and_Internet/Software/Internet/FTP/ for some examples. To upload your web site, use the username, password, and IP address sent to you when you initially registered your account with us. Be sure to put the files in the correct locations. Top of index

3. Why can't I connect to my MySQL database from my home computer?

Answer:
The MySQL server will only accept connections from the local machine. This is a security measure to ensure that your database is not accessible to the rest of the Internet. Only scripts running on the server have access. Additionally, you can access your database using the MySQL command-line utilities from within a telnet or ssh session. Please see the documentation at http://www.mysql.com/ for more information on the MySQL command-line utilities.Top of index

4.What is the difference between a fully qualified domain name and a subdomain?

Answer:
FQDN- hostname.secondleveldomain.topleveldomain A FQDN (Fully Qualified Domain Name) usually consists of a hostname (www, ftp, raq34, lease15, etc.), a second-level domain (cobalt, cnn, seagate, etc.), and a top-level domain (.com, .gov, .mil, .co.jp, etc.). E.g. in www.4webspace.com, the hostname is www, the subdomain is 4webspace, and the domain is .com; in mail.qwest.com, the hostname is mail, the subdomain is qwest, and the domain .com. Sometimes there's a "subdomain," but continue to read.

From www.whatis.com:
"Second-level domain names must be unique on the Internet and registered with one of the ICANN-accredited registrars for the COM, NET, and ORG top-level domains. Where appropriate, a top-level domain name can be geographic. (Currently, most non-U.S. domain names use a top-level domain name based on the country the server is in.) To register a U. S. geographic domain name or a domain name under a country code, see an appropriate registrar." Our RaQ servers require a FQDN to create a virtual site so you can create a virtual site called www.foo.com and a separate virtual site called host.foo.com.

SUBDOMAIN- hostname.subdomain.secondleveldomain.topleveldomain (not really used often as it's a little off-spec) If you want a domain like www.sfgiants.baseball.com, where "sfgiants" represents the "subdomain," you can create the virtual site on our product two ways.... When adding a virtual site, decide how you want to receive email. If you want to receive email as user@sfgiants.baseball.com, then...(on our product) 1) Type "www" in hostname 2) Type "sfgiants.baseball.com" in the domain name Else, if you want to receive email as users@baseball.com, then... 1) Type "www.sfgiants" in hostname 2) Type "baseball.com" in the domain name field Top of index

5.Will RealAudio/Video run on my RaQ3?

Answer:
RealAudio/Video should be able to run on the RaQ3. However, please note that Cobalt does not support the installation of or the use of third party software. You may refer to the cobalt-users mailing list for troubleshooting issues and questions. To subscribe to the mailing list, please visit http://list.cobalt.com/mailman/listinfo/cobalt-users
Top of index

6.How can I learn more about the RaQ3 and its features?

Answer:
For more information on our RaQ3 please visit the Cobalt RaQ3 Frequently Asked Questions or go to Cobalt RaQ3 Data Sheet
Top of index

7.Is there a script for the RaQ3 that will add a mass number of users?

Answer: 
Yes, the following script will add a mass number of users to the RaQ3 You will need to run the script as root. --------------------------CUT HERE--------------------- #!/usr/bin/perl # pass a comma separated list of # # lastname,firstname,username,password # use Getopt::Std; require Cobalt::User; use Cobalt::Meta; $default_group = "home"; $default_quota = 25; sub usage { print "usage: $0 [-q quota] [-g group] [-p] [-a] [-x] [s] -f filenamenn"; print " -f filename is comma delimited with last,first,username,passwordn"; print " -q quota in MB (default: $default_quota)n"; print " -g virtual site group (default: $default_group)n"; print " -p apop enabledn"; print " -a site administrator enabledn"; print " -x frontpage enabledn"; print " -s telnet enabledn"; print "n"; exit; } use vars qw / $opt_h $opt_q $opt_g $opt_p $opt_a $opt_x $opt_s /; getopts('hq:g:paxf:s'); if ($opt_h || !$opt_f) { &usage(); } my $quota = $default_quota; if ($opt_q) { $quota = $opt_q; } my $group = $default_group; if ($opt_g) { $group = $opt_g; } my $fpx = "off"; if ($opt_x) { $fpx = "on"; } my $apop = "off"; if ($opt_p) { $apop = "on"; } my $admin = "off"; if ($opt_a) { $admin = "on"; } my $shell = "off"; if ($opt_s) { $shell = "on"; } unless (-f "$opt_f") { &usage(); } open IN, $opt_f; while () { if (/^(w+),(w+),(w+),(.*)$/) { print "creating '$3'... "; my $m = Cobalt::Meta->new("type" => "users", "name" => "$3", "group" => "$group", "fullname" => "$2 $1", "altname" => "", "password1" => "$4", "password2" => "$4", "quota" => "$quota", "fpx" => "$fpx", "apop" => "$apop", "shell" => "$shell", "admin" => "$admin", "suspend" => "", "aliases" => "", "forward" => "", "vacation" => "", "vacationmsg" => ""); my $res = &Cobalt::User::site_user_add($m); if ($res) { print " ERROR: $resn"; } else { print "okn"; } } } close (IN); exit 0; Comments File format: Last Name, First Name, User Name, Password i.e. Collins,Peggy,pcollins,Posted-Squall Top of index

8.Some of the statistics for my RaQ3 server are not generating properly. Why is this feature not working?

Answer :
This issue has been addressed in the Log Rotate Fix 2.3 Update which can be found on the RaQ3 Downloads Page or you can Download the Update Now. The name of the Update is Log Rotate Fix 2.3 and the name of the .pkg to be installed is RaQ3-All-System-Point-2.3.pkg This update fixes a problem with web, e-mail and ftp statistics not being generated under certain conditions. This problem typically occurs on systems with more than 123 virtual sites. When this problem occurs, log rotation also stops functioning. All customers should install this update. Top of index

9.I want to compile my cgi scripts with PHP, do I need to recompile apache?

Answer:
PHP3 packages are available from Cobalt's ftp site. You'll need to get: ftp://ftp.cobaltnet.com/pub/experimental/apache-1.3.3-PHP-1C2.mips.rpm ftp://ftp.cobaltnet.com/pub/experimental/mysql-client-3.21.32a-rh50.1.mips.rpm Telnet into your RaQ as root, and use rpm -ivv package.rpm to install (you may need to add --force). More information on PHP can be found on the PHP web site: http://www.php3.org

Top of index

10.I point my browser at the RaQ 3's IP address, no images show up, and I get error messages in some frames.

Answer:
The RaQ 3 uses a mechanism called content negotiation to figure out what language your browser is set to. Currently, US English is the only supported language, so if your browser does not tell the RaQ 3 (through content negotiation) that it is capable of displaying US English, it will not know what images or text to display. This is fixed by setting your browser up to tell the RaQ 3 that it is capable of displaying US English.
Under Netscape, perform the following:
1) Go to the Edit menu and select "Preferences..."
2) Under the Navigator Category, select Languages
3) Click on the "Add..." button
4) Select English/United States [en-US] from the list
5) Click OK

Under Internet Explorer, perform the following:
1) Go to the View menu and select "Internet options..."
2) Under the General tab, click on the "Languages..." option
3) Click on the "Add..." button
4) Select English/United States [en-US] from the list
5) Click OK
Top of index

11.When using Microsoft Internet Explorer, why do the buttons on the left not show up and the bottom frame give a 404 not found error?

Answer:
When using Microsoft Internet Explorer to view the admin interface, English needs to be set to the default language in the preferences
Top of index

12.While setting up group email through the "List Management" screen, the email addresses and mailing list name display the hostname of the RaQ as well as the domain name. (list@domain.com rather than list@raq.domain.com) How do I send email to just the domain name?

Answer:
As the RaQ administrator, you can configure the RaQ to accept e-mail for a particular domain. Go to Server Management, Control Panel, Services, e-mail parameters. Then enter your domain in the window labelled "Receive email addressed to these hosts/domains". The list will now accept e-mail for that domain. Make sure that your DNS server lists your RaQ as the mail-server (MX record) for your domain.
Top of index

13.How can I accesss the postgres database server on the RaQ3 to add databases, create tables, and add users?

Answer:
The following process will give the postgres user called "admin" the super-user privilage. Once this is done, a user can log into postgres using the admin account and modify itself to allow creation of users and databases.
1. telnet in as admin
2. use su - to switch to root [admin@raq3 admin]$ su - Password: ***************************************************************** NOTICE TO ROOT USER: Changes to system files may affect your warranty. Please consult your warranty card for details. http://www.cobaltnet.com *****************************************************************

[root@raq3 /root]#
3. use an editor and open the file /home/pgsql/pg_hba.conf [root@raq3 /root]# vi /home/pgsql/pg_hba.conf
4. Change local all crypt to local all trust
5. use su to switch to the user ID postgres
[root@raq3 /root]# su postgres
[postgres@raq3 /root]$
6. Now run the psql program to connect to the database server.
[postgres@raq3 /root]$ psql cobalt
Welcome to the POSTGRESQL interactive sql monitor:
Please read the file COPYRIGHT for copyright terms of POSTGRESQL
[PostgreSQL 6.5.2 on i686-pc-linux-gnu, compiled by gcc egcs-2.91.66]

type ? for help on slash commands
type q to quit
type g or terminate with semicolon to execute query
You are currently connected to the database: cobalt cobalt=>
7. Enter the following commands to give super-user privilage to admin and quit. cobalt=> update pg_shadow set usesuper='t' where usename='admin'; UPDATE 1 cobalt=> q [postgres@raq3 /root]$
8. Use the exit command to become "root" again.
9. Now open the /home/pgsql/pg_hba.conf file and change "local all trust" back to "local all crypt". It is now possible to access postgres using the postgres account "admin". The password for this account is stored in the file /etc/cobalt/.meta.id and should not be changed. If the password needs to be changed, it must be changed in the pg_shadow table and the /etc/cobalt/.meta.id file. Be sure to maintain file permissions on the file or system security could be compromised.

14. How do I make my RaQ automatically accept any subdomains under my domain name?

Answer:
This is a situation that should be run thru our technical support team as there are various solutions that can be used.Top of index

15. How do I install MySQL and PHP?

Answer: Note: If you are going to be installing both MySQL and PHP, make sure to install MySQL first.
The following comes directly from cobalt: " To install an rpm, telnet in to your box, su to root, ftp the file to your cobalt machine, then execute the command:

rpm -Uvh rpmfile

RaQ3
ftp://ftp.cobaltnet.com/pub/experimental/raq3/ mod_php3-3.0.7-4.i386.rpm

depends on libttf and libgd (see below). Same version that we have available for the RaQ2

OR

ftp://ftp.cobaltnet.com/pub/experimental/raq3/
•php-3.0.14-2.i386.rpm
• php-manual-3.0.14-2.i386.rpm
•php-mysql-3.0.14-2.i386.rpm
•php-pgsql-3.0.14-2.i386.rpm

newer version. Different from RaQ2. Works fine. Install the php-* other rpms in same dir for pgsql or mysql support depends on a bunch of other things, including freetype and gd.

In the same directory - grab and install:
•freetype-1.2-7.i386.rpm
•freetype-devel-1.2-7.i386.rpm
•freetype-utils-1.2-7.i386.rpm
•gd-1.3-5.i386.rpm
•gd-devel-1.3-5.i386.rpm >

-MYSQL on Raq3i
ftp://ftp.cobaltnet.com/pub/experimental/raq3/
•MySQL-3.22.30-1.i386.rpm
•MySQL-client-3.22.30-1.i386.rpm
•MySQL-devel-3.22.30-1.i386.rpm >

-MYSQL on Raq2
ftp://ftp.cobaltnet.com/pub/experimental/
•MySQL-3.22.21-2C1.mips.rpm
•MySQL-bench-3.22.21-2C1.mips.rpm
•MySQL-client-3.22.21-2C1.mips.rpm
•MySQL-devel-3.22.21-2C1.mips.rpm
•Mysql-DBI-perl-bin-1.1825-rh50.1.mipsel.rpm"

Top of index

16. Is it possible to my check admin mail on without telnetting to the box?

Answer:
All admin accounts are also accessible through POP accounts. Top of index

17. Is there a way to have a server wide default 404 page?

Answer: No. The reason for this is that it would involve altering certain portions of the server that are not allowed to be altered by the customer. Top of index

18.Where can I place my CGI scripts?

Answer: Anywhere. As long as it is within the bounds of your web directory.Top of index

19. How can I test my CGI scripts?

Answer: Login to the telnet and go to the directory holding your scripts. You will then need to type in the following command: perl scriptname.cgi Top of index

20. How can I set up POP3 accounts?

Answer: Login to your control panel as a site admin. Then add a user. The name of the user will also serve as an email account. So if you add a user named bob, your site is also then configured to receive mail for bob@yourdomain.com Top of index

21. How can I save the DNS info, mail address name, server info, and the IP address used by each domain?

Answer: On the Server Management page go to maintenance page and choose the options you are looking for. Then click on Start Backup. Top of index

22. Is there a quick start guide for setting up DNS on my RaQ3?

Answer: No. We do not allow DNS on the 4webspace network due to severe security problems in the default BIND installation on the RaQs.
We offer our DNS service for free. We also offer co-branded DNS service so that the servers show up as ns1.yourdomain.com and ns2.yourdomain.com for $10/month. This is a nominal fee to cover the IP routing and administration.

If you absolutely must run DNS on the RaQ, you need to email us with the subject line "DNS exemption for domain.com" and state that you will agree to the following:
1) You will keep BIND patched up-to-date and properly configured. If you lack the knowledge to do it yourself , you will hire someone.
2) We do not support DNS on the RaQ. You must agree not to contact us for DNS issues. If it fails, we may be able to provide assistance for $50/hour. Depending on the work load it could take up to several days to investigate.
3) If the server is compromised due to a BIND exploit, we will disconnect the server immediately and erase the hard drive. Due to the risk of trojan files, we will not recover any data from the old server. Backups and restores are the customer's responsibility.

We reserve the right to refuse DNS exemption requests.Top of index

23. How do I change the default home page on my RaQ3?

Answer: To replace this page all you have to do is, transfer your new content to the directory /home/sites/home/web Top of index

24. Does my RaQ3 come with FrontPage 2000 extensions already installed?

Answer: Yes. The RaQ3 comes stock with FrontPage 2000 extensions. Top of index

25. Is there any way to increase email attachment file size from the current setting?

Answer: Yes. You can change this option on the email parameters page. Top of index

26. When I rename a virtual site with FrontPage extensions enabled, I cant access that site anymore through FrontPage. How do I fix this?

Answer: One of the configuration files associated with FrontPage for that site was not updated to reflect the changes in the name of the site.
To correct this problem:
1. Go to the Site Management page of the site and under Site Settings, disable the FrontPage extensions.
2. After the changes have been completed, re-enable the FrontPage server extensions.

Top of index

27. Can my RaQ support different languages?

Answer: Yes. Cobalt servers can serve content in almost any language. They support English only as far as administration is concerned. Top of index

28. What DNS software does my RaQ use?

Answer: The RaQ3 uses Bind version 8.2 Top of index

29. How do I get my CGI scripts to run?

Answer: You can find this option by going under Site Management -> Site Settings -> Allow CGI Scripts to Run. This can also be done by using the chmod command in ftp or telnet to give yourself permission to execute the script. Type: chmod 755 filename

Top of index

30. How do I add a virtual site?

Answer: To add a virtual site, just follow these steps:
1. On the Server management screen, click on Site Management.
2. Click on Add Virtual Site.
3. Enter all of the information for the site.
4. Make sure all the settings are correct and then click on Confirm New Site. Once the site has been created you can modify it by clicking on the modify icon for that site.

Top of index

31. How do I remove a virtual site?

Answer: Follow these steps to remove a virtual site:
1. On the Server Management screen, click on Site Management.
2. In the Virtual Site List Table, click on the trash icon for the virtual site you want to remove.
3. In the confirmation dialog box that appears, click OK. This will delete all the virtual site accounts, users, and contents. The screen will then refresh itself.

Top of index

32. Where can I find the actual manuals and product notes for my RaQ ?

Answer: For the RaQ 550 look at: http://www.sun.com/hardware/serverappliances/documentation/manuals.html

For the RaQ 3 and RaQ 4, look at: http://www.sun.com/hardware/serverappliances/documentation/discontinued.html

Top of index

33.What does "ip_allow", "name_allow", and "sendmail.cw" mean when im setting up my server?

Answer: Under e-mail parameters, these are what they mean:
ip_allow - This allows the specified IP's to relay e-mail
name_allow - This will enable clients with the listed domain to relay e-mail
sendmail.cw - This allows the server to accept mail addressed with the listed domain name(s)

Top of index

34. How do I use the DNS control panel?

Answer: Click here for our online guide Top of index

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