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SUPPORT LIBRARY

HELP TOPICS

Browse our list of help topics for answers and instructions on various common hosting issues. Also check our FAQ and member forum for additional information.

Pre-sales Support: Receive personal attention by sending an email to our sales department. Have a question about our services not answered on our website? Our sales and service team will help you find a hosting plan suited to your individual needs.

Billing Issues: Hosting accounts are billed on the monthly, yearly or biyearly anniversary of the registration date (dependent on service plan). Domains are billed on the yearly anniversary of the registration date. To avoid an interruption of service or loss of your domain name, it is important to keep your billing information accurate and up-to-date at all times.

If you have subscribed with 2Checkout, you may update your credit card records by calling the 2Checkout help line at: 877-294-0273 (USA) / 614-921-2450 (International) or by opening a help ticket on the 2Checkout support website at: https://support.2co.com/deskpro/newticket.php

If your payment should fail, 2Checkout will attempt to contact you by email with instructions to update your records. If you do not receive a notice, you should contact 2Checkout as directed above.

Accounts will be suspended 5 days after failure of payment and terminated if payment is not reinstated within 30 days of its due date.

Domain Names: A domain name is an address that tells people where your website can be found. It consists of a word or phrase and an extension such as .com, .net, or .org. Once you have a domain name hosted, visitors will be able to view your site by entering your domain in the address bar of their Internet browser.

Domain Registration: A single domain registration may be registered with each of our hosting plans (with exception of our Developer plan). Use the domain search page to select an available domain name and add it to your hosting order. The term of registration is one year. Mad Moose Hosting currently registers domain names with .com, .net, .org and .info extensions as a service to our hosting subscribers. We do not register domain names as a stand-alone product. If you cancel your MMH account, you may transfer your domain away from MMH by opening a service ticket. Mad Moose Hosting will not attempt to retain or hold hostage domains of canceling subscribers who are not in violation of our policies and do not have an outstanding payment balance.

Nameservers: You may host any standard top level domain on Mad Moose Hosting servers even those not offered for registration by us. In order for a domain to be accessed on the Web, the DNS record will need to be updated to point to our nameserver. If you have registered a domain with Mad Moose Hosting, we will do this for you. If you have registered your domain elsewhere, you will need to update the nameserver records yourself. Details for updating DNS records are provided in the welcome message sent to new subscribers upon account activation. Expect a wait of up to 48 hours for changes of DNS records to propagate throughout the Web.

Control Panel: Mad Moose Hosting uses the industry leading cPanel in all our hosting accounts. cPanel is feature-rich and easy to use. Want to give it a try? Go to the cPanel live demo site (login: Username: demo Password: demo). For more information on how to use cPanel, check out the online user manual.

E-mail: You have the ability to add/delete email accounts using your cPanel. The number of email accounts you are allowed is determined by your hosting plan and is displayed on the main screen of your cPanel interface.

To create a new email account:
1. Log on to your cPanel and click the mail icon above the word Mail.
2. Click on the words Add/Remove Accounts to enter MAIL ACCOUNT MAINTENANCE.
3. Click on the words Add Account.
4. Enter the name of the account, the account's password, and the account's quota (amount of disk space the account can use) in their respective blank fields.
5. Click on the button labeled "create" to add the new account. If the account was created successfully, a message will appear containing the email account information.

Next, you will need to configure your email client to connect to the mail server account. There are several email clients to choose from and configuration is different on each. Therefore, we cannot list instructions for each here, but have provided instructions and tips for Outlook and Outlook Express below.

Outlook on Windows Computer:

User Information~
Your Name: type in your name as you want others to see it
Email Address: accountname+yourdomain.com

Server Information~
Incoming mail server (POP): mail.yourdomain.com
Outgoing mail server (SMTP): mail.yourdomain.com

Logon Information~
Username: accountname+yourdomain.com
Password: your password

Outlook Instructions:
1. Start up Outlook, then click on Tools, then Email Accounts
2. Click on 'Add a new e-mail account', then click Next
3. Click on 'POP3', then click Next
4. Fill in the fields for your email settings using the info provided at the top of this section
5. Click on More Settings, then click on the Outgoing Server tab
6. Click on the 'My outgoing server (SMTP) requires authentication', then click OK
7. Click on "Test Account Settings"
8. If successful click Close, then Next, then Finish

Note: If your email client has trouble using a + sign in the login, you can use the @ sign as an alternative.

Outlook Express on Macintosh:

Account Name: type in a name to distinguish this account from others.

Personal Information~
Your Name: type in your name as you want others to see it
Email Address: accountname+yourdomain.com

Sending Mail~
Account ID: accountname+yourdomain.com
POP Server: mail.yourdomain.com
Password: your password

Receiving mail~
STMP Server: mail.yourdomain.com

Troubleshooting:

QUESTION:
Why can't I send email when I know my email client is configured correctly?

ANSWER:
By default, your email client is set up to relay outgoing mail on Port 25. Some ISP's block access to port 25 (the outgoing mail port) to all servers accept their own in an attempt to control mass email viruses. This will not prevent you from using your new email account, but you may have to send outgoing mail using your ISP's server.

As a workaround, Mad Moose Hosting provides outgoing mail (SMTP) service on port 26. To use this feature, configure your mail client to connect to the SMTP server on port 26 instead of port 25. Follow the directions below:

If you are using Outlook 2000 or Outlook Express 6:
1. Select Accounts from the top menu bar of Outlook Express.
2. Highlight the account you would like to modify and click on Properties.
3. Click on the Advanced tab.
4. Change the "Outgoing Mail (SMTP)" port from 25 to 26.

If changing your Outlook SMTP port does not work, you will have to use your ISP's mail server for your outgoing mail. Change the SMTP setting field for your new account to the same as in your ISP provided account (example: mail.earthlink.com). This way you will be receiving mail from the Mad Moose Hosting server, but sending it from your ISP's server.

Webmail: You can use the Mail Menu of cPanel to access one of the included web mail programs. These programs will allow you to read your email through a browser window without having to make any changes to the computer you are on or leave any email on the computer you are on.

To access your webmail:
1. Log on to your cPanel and click the mail icon above the word Mail.
2. Click on the words Web Mail to enter a screen where you can select the mail program you wish to use.
3. Click on the icon of the mail program you wish to use.
4. You will now need to login to the web mail program using the username and password for the email account you wish to use.

NOTE: Be sure to log out of web mail when you are done. If you do not log out, it may be possible for another user of the computer you are on to access and read your email.

FTP: (File Transfer Protocol) is the method you will use to copy your web pages and files from your computer to your webspace on our server. To use FTP you need software called a FTP client to transfer your files from your computer to your hosting account.

There are many FTP clients are available such as Cute FTP or Terrapin for Windows or Fetch for Mac. Some html editors have integrated FTP software such as Macromedia's Dreamweaver and Microsoft's Frontpage. If you do not have a FTP client, you may use the File Manager included with your cPanel to upload and manage your web files.

If you have Frontpage Extensions installed on your account, you should use Frontpage to manage your site to ensure that the special features of Frontpage sites work as intended.

To configure a FTP client, you will need to enter the FTP Host Name, your FTP username and FTP password. These can all be found in the MMH welcome email sent to you upon activation of your web hosting account. Please keep this document safe to use for future reference.

Setup your FTP client with this information:
FTP Host: yourdomain.com
Host Directory: /public_html/
User ID: Your Username
Password: Your Password

Note: Mad Moose Hosting does not offer support for issues related to FTP clients. You will need to contact the software's developer for support.

Fantastico: Mad Moose Hosting is pleased to provide the Fantastico 3rd party application manager to boost the power of our hosted accounts. A long list of scripts can be quickly installed and configured using the Fantastico control panel. Checkout the current list of available scripts. Fantastico regularly checks for script updates and notifies you when one is available. Script installation and updating is very easy and can be performed by novices in a matter of minutes. Fantastico can also remove unwanted scripts. Fantastico is included for free with each of our hosting plans.

Frontpage: Mad Moose Hosting supports Frontpage extensions and will install them for you during account setup if indicated on the sign-up form. You may otherwise install them yourself using your control panel. For best results, use the latest version of Frontpage and wait until your domain has fully propagated before loading files to your server account.

HTML: Hypertext Markup Language (HTML) is the set of markup symbols or codes inserted in a file intended for display on a World Wide Web browser page. The markup tells the Web browser how to display a Web page's words and images for the user. For more information, checkout these resources:

CSS: Cascading Style Sheets (CSS) is a simple mechanism for adding style (e.g. fonts, colors, spacing) to Web documents. Style sheets describe how documents are presented on screens, in print, or perhaps how they are pronounced. By attaching style sheets to structured documents on the Web (e.g. HTML), authors and readers can influence the presentation of documents without sacrificing device-independence or adding new HTML tags. For more information, checkout these resources:

PHP: Hypertext Preprocessor (PHP) is an open-source, server-side scripting language. The language can be used to write programs that output code. When a webpage using PHP is accessed, routines generate the markup to be downloaded to the browser. PHP can also be used to connect to a database; to retrieve, add or update content. This makes PHP an ideal language for creating large-scale websites. A single PHP template can be written to retrieve and display all database records, for example product listings. Mad Moose Hosting maintains the latest release of PHP on our servers. For more information, checkout these resources:

MySQL: You may create unlimited databases using your account control panel. To create a new MySQL database follow the directions provided below.

NOTE: in this example, "cpanel" represents the hosting account username that cPanel automatically attaches to the name of each database

1. Login to cPanel and click on "MySQL Databases".
2. In the "Db:" field, enter a database name (ex. "members").
3. Click "Add Db" and return to the "MySQL Databases" page.
4. In the "UserName" field, enter a username (ex. "admin") and a password in the "Password" field.
5. Click "Add User" and return to the "MySQL Databases" page.
6. Select the newly created user (ex. "cpanel_admin") and the newly created database (ex. "cpanel_members") and click "Add User to Db".

Use the following details to connect to the database:

Server: localhost
User: cpanel_admin
Database: cpanel_members
Password: The password you entered when you created cpanel_admin

SSL: MMH subscribers may purchase SSL certificates and installation by logging into the members area and opening a service ticket. Please provide this information:

1. Email address the certificate will be sent to
2. Domain name (www.domain.com)
3. Company Name
4. Company Division
5. Company City
6. Company State
7. Company Country (2 letter abbreviation)
8. Company Email
9. Certificate Password
10. Certificate information (displayed when a user connects)

The price per SSL certificate is $50.00 USD.

Installation may only be performed by our technicians. If you have purchased your certificate elsewhere, upload the crt file to your account before opening a ticket.

The price for SSL installation is $30.00 USD.

Shopping Carts: Each of our hosting plans comes with Fantastico which includes top rated shopping cart systems such as CubeCart, osCommerce and Zen Cart. Each are easily installed and configured by filling in a simple form. Fantastico also manages updates so your store software remains current.

Forums: Mad Moose Hosting provides a selection of free forum scripts with each hosting package. You may install these using your control panel, then configure the software using the self-contained installation scripts. If you don't need a full website and want to use our pre-configured forum package, sign-up for the Mad Moose Forum Package and we'll do all the work for you.

Weblogs: Included in our power Tools collection are several top performing blogware scripts. Each can be installed using your control panel and configured using the self-contained installation scripts. If you don't need a full website and want to use our pre-configured weblog package, sign-up for the Mad Moose Blog Package and we'll do all the work for you.

Website Builder: We currently do not offer a web-based site builder, however, by using the new File Manager with WYSIWYG editing (included with each hosting plan) in combination with one of our ready-made website templates , you could build and manage an entire site online.

Website Templates: Mad Moose Hosting offer 2 sources of website templates. Fantastico includes a set of free templates and is included with each hosting plan. For affordable, professional web templates, check out our template store. Want to earn some extra cash? Sign up for our affiliate program and start your own template store.

Statistics: Each MMH account comes with AWStats - a powerful and feature-rich tool that generates advanced web, streaming, ftp or mail server statistics, graphically. This log analyzer shows you all possible information about your web pages using graphic tables and charts.

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