FAQ (Frequently Asked Questions)
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Answers to frequently asked questions can be
found below. If you require further assistance or advice regarding any of our
products, please do not hesitate to
contact us.
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| Sales, Billing, Credit Card Processor, etc. |
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Question: How Do I Place An Order?
Answer: You can place your order securely online using our automated order system by click in the "Hosting Plans" button to the left then choose the plan that you would like to purchase and click on the name of the plan or the "Order Now" link. | | | Question: How Long Does It Take To Open An Account?
Answer: Our account set up system is completely automated, Most type of plans create instantly (zero to 30 minutes), but in some cases it will take almost 2-6 hours but no more than 12 hours.
You will be sent an activation notice (also known as Welcome Message) by email containing your username, password and everything you need to get started, you can begin to use your account immediately after receiving our welcome message.
| | | Question: How Do I Pay For My Account?
Answer: We accept Visa and MasterCard thru our secure credit card processor, alternatively you can pay by PayPal. | | | Question: What Is The Minimum Billing Cycle?
Answer: The minimum billing cycle for most of our hosting plans is one year. But some of our plans such as Business or Reseller plans are also available on monthly bases.
You may order or renew a yearly plan from 1 to 10 years and for monthly plans 1 to 10 month.
Monthly plans will renew automatically while for yearly plans you may choose to get renew automatically or manually.
| | | Question: What Happens After The First Year ?
Answer: If you set your account to NOT renew automatically we will send you some alerts before your account expired. If you don't wish to continue just ignore our alerts and we will terminate your account after 30 days of its expiry date.
We renew accounts with autorenew option enabled automatically.
| | | Question: Do You Offer Credit Facilities?
Answer: No, under normal circumstances all products must be paid for at the time of purchase. Exceptions may be made for larger customers, please contact us to discuss this. | | | Question: What Currencies Can I Pay In?
Answer: Hosting Account Service trades in United States Dollars (USD). All prices are quoted and all orders will be billed in USD.
Most credit card accounts in currencies other than USD can however be used to pay for products in USD. In this case, the amount in your local currency that your card issuer bills you will be based on the current exchange rate.
See http://www.xe.com/ucc for conversions of our prices to other currencies. | | | Question: Is price different for individuals and business users?
Answer: No. Our prices are fixed for rest of peoples. There is no technical difference between Personal and Business plans. However basically business accounts have more resources than personal accounts. They can be used to host multiple sites with giga bytes of data.
| | | Question: I would like to upgrade/renew my hosting account, But I don't know how?
Answer: You may do it at the Members Area.
If you have difficulties using Members Area you may also upgrade instantly at Easy Upgrade
| | | Question: How can I change my account's domain name?
Answer: You may do it at the Members Area.
| | | Question: How can I change my account's user name?
Answer: Unfortunately username is the only part of each account which we can't change.
If you're requesting that because of email address you may simply create a mail box with your favorite local part at 'Add/Remove/Manage Accounts' section in CPanel. Don't forget to check this new email using full email address as username.
| | | Question: How can I change my account's contact Information?
Answer: You may do it at the Members Area.
Login with your Members username and password and then you will find the link to "User Profile" at the left menu.
| | | Question: How can I change credit card on File?
Answer: It can be done at the members area:
- Login To members area
- Click on Cards on File link at the left side menu
- Change the card expiry date or add/remove cards
| | | Question: How can I disable or enable Auto Renewal?
Answer: This can be done at the members area in three ways:
- Login to members area
- Click on Hosting Plans and disable auto renewal for specific hosting plan
or
- Login to members area
- Click on Cards on File link at the left side menu
- Disable auto renewal for specific plan
or
- Open a ticket at Help Desk
- Ask a customer service rep. to disable auto renewal for you.
Note that auto renewal of monthly plans can not be disabled using first two ways. To do that please use the third way.
| | | Question: I've ordered some additional features, When they will apply to my account?
Answer: It depends on your order and account:
- If you have a reseller account changes will apply manually to your account within 6 hours.
- If you ordered a unique IP address we will assign it to your account within 6 hours. Please note that it will bring your site down for almost 4 hours for DNS propagation.
- All other features will apply automaticaly within 30 minutes and you will receive a confirmation.
| | | Question: What if I decided to cancel my account?
Answer: We have 30 days money back guarantee. If you cancel within 30 days of original order date, you will receive full refund. After 30 days no partial refund would be possible on original order fee or any additional upgrade or renew fees.
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| Service and Technical Questions |
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Question: Do you put ad banners on your client's sites?
Answer: No, no banner, no ad, no pop-up, no advertising in any manner. | | | Question: Do you support custom CGI directory?
Answer: Yes. You have your own cgi-bin directory and can run your scripts. | | | Question: What type of CGI can be allowed?
Answer: Perl 5 and PHP4, for more information about exact versions of these languages please see our plans and prices page.
Please make sure that you read our Acceptable Use Policy before attempting to use a CGI script.
| | | Question: Do you have 'sendmail' program?
Answer: Yes. As you may see in our welcome message address to sendmail program is /usr/sbin/sendmail
Also you can use our form processor CGIs from CPanel.
A very basic form processor can be found at our forums:
http://www.dayanahost.com/forum2/show.php/act/ST/f/3/t/350
| | | Question: How do I change name servers of my domain?
Answer: You need to do that with your domain registrar where you've registered the domain. To find out who is your registrar try our Whois service. More information can be found in our welcome message. Here is a copy of DNS section in our typical welcome message:
PRIMARY & SECONDARY DNS CHANGES THAT NEED TO BE DONE:
We have setup your domain in our server - all you need to do now is change your DNS Servers on your Domain Record with your registrar. When you reach a live person, say to them ... I have a domain registered through you and I would like to change my primary and secondary DNS listed on my domain record ... When they ask you for the new primary & secondary Domain Name Server settings, provide them with the following:
Primary Name Server: NSA.DAYANADNS.COM
(204.50.14.2)
Secondary Name Server: NSB.DAYANADNS.COM
(204.50.22.2)
Once this change is done, (it takes 24-72 hours for this change to take effect), your domain will be forwarding to your new hosting on the Dayana Networks Servers.
Note1: you will NOT be able to access your server until you change your primary and secondary DNS servers.
Note 2: If you registered or willing to register this domain with us (at www.dayanadomains.com) just ignore the name server changing, We will do it for you.
If you registered the domain with us (www.dayanadomains.com) no change would be necessary and everything will be set automatically.
Name servers may be changed from time to time, So please check with your welcome message before using above name servers.
| | | Question: I recently change my Name Servers with my registrar, But I can't see my site, why?
Answer: DNS propagation may take 24 to 72 hours to be completed. In the mean time you can upload your site using provided temporary addresses in our welcome message and wait for DNS update.
Why this DNS propagation takes so long needs some more explanations, In order to understand DNS propagation, you must first understand a little about how DNS works. When you set up your website with your hosting provider, they create a Master DNS record in their Domain Name Servers. Your domain registrar (the company you paid for the honor of owning your domain name) points to your web host’s DNS server as being the master authority of your domain.
When any outside source wants to know how to find your website, they first go to the registration database to find out who the DNS authority is for your website. Then they visit your hosting provider’s DNS servers to find out what the IP Address is for your domain name, and from there your audience can now view your website.
The problem with this whole scheme is that in order to speed up the rate at which their customers can view the internet, each Internet Server Provider caches their DNS records. This means that they make their own copy of the master records, and read from them locally instead of looking them up on the Internet each time someone wants view a website. This actually speeds up web surfing quite a bit, by (1) speeding up the return time it takes for a web browser to request a domain lookup and get an answer, and (2) actually reducing the amount of traffic on the web therefore giving it the ability to work faster.
The downside to this caching scenario and what makes it take so long for your website to be visible to everyone, is that each company or ISP that caches DNS records only updates them every few days. This is not any kind of standard, and they can set this time anywhere from a few hours to several days. The slow updating of the servers cache is called propagation, since your websites DNS information is now being propagated across all DNS servers on the web. When this is finally complete, everyone can now visit your new website. Being that the cache time is different for all servers, as mentioned above, it can take anywhere from 36 to 72 hours for DNS changes to be totally in effect.
| | | Question: What a 'Domain Parking' means?
Answer: Domain Parking means you may park a secondary domain over your current hosting account, in this case both domains will show the same contents.
In addition, email configuration will be separated in each domain and both of them can be managed in hosting control panel (cpanel).
| | | Question: What an 'Addon Domain' means?
Answer: Addon Domain means you may park a secondary domain on one of your subdomains of your current account. So this secondary domain will shows contents of the assigned subdomain.
Like Park Domain you may manage mail configuration of each domain separately.
| | | Question: What is the different between Park Domain and Addon Domain?
Answer: Park Domain service will shows contents of your web site on both of domains (primary domain and secondary), but Addon Domain will show contents of the assigned subdomain to secondary domain.
| | | Question: What a Unique IP Address can do for me?
Answer: With a Unique IP Address you will be able to access your site either by it's domain name or with its IP address.
If you have a serious business and want to get better ranking on search engines this can be helpful.
Also if you wish to have a SSL Certificate and access to your site using https:// this will be a must.
| | | Question: I wish to access to my site using https:// how can I do that?
Answer: You need a Unique IP Address which you may order it online at our site.
Then we need some information about you and your company to create a CSR key, you must provide this key to SSL Provider, probably the cheapest one is InstantSSL, Also you may purchase it from us, check http://www.dayanahost.com/ssl.instantssl.cfm.
With CSR key you may purchase a Secure Certificate, they will provide a key to you, you must forward it to us and we will install it on your account, Then your visitors can access to all or some parts of your site using https:// which is a secure connection.
| | | Question: How do you calculate bandwidth usage?
Answer: We calculate bandwidth usage base on Web, Mail, FTP and other ports usage. Usually 97% of usage is belong to Web, Mail and FTP. | | | Question: What will happen to my site if I exceed bandwidth limit?
Answer: If you exceed bandwidth usage your site will be suspend until you buy more bandwidth or reach end of the month.
You may add more bandwidth to your account in Members Area or instantly at East Additional Features
| | | Question: What are the DNS setting?
Answer: It depends on type of ordered service and some other factors, You may find them in our welcome message which will be sent to you once your account created.
Name servers of our DNS Farm which most of our hosting services will use are:
NSA.DAYANADNS.COM
NSB.DAYANADNS.COM
However it's highly recommended to check with your welcome message to make sure you are setting th right name servers.
| | | Question: Do you support movable type?
Answer: Yes we do. Many of our clients use Movable Type as a content management system.
| | | Question: Can I connect to my account using SSH and/or Telnet?
Answer: No, Copmany policy does not allow us to open such access for any client.
| | | Question: Do you support WebDAV?
Answer: No, WebDAV has some security issues with CPanel Linux boxes and therefore we do not support it.
| | | Question: Do you host adult sites?
Answer: No, According to our terms of service (TOS) and acceptable use policy (AUP) adult materials are prohibited.
| | | Question: Can I use ASP or ASP.NET scripts?
Answer: No, ASP and ASP.NET are Microsoft based technologies and we do not support them on Linux servers. However you may use PHP, Perl and Python.
If you need to use ASP or ASP.NET try to find a Windows Web Hosting company.
| | | Question: Can I send SPAM?
Answer: Sending SPAM is not allowed at our networks and if you send SPAM, your account will be terminated. Please check our Acceptable Use Policy for more information.
| | | Question: Why am I getting bounced messages for email I didn't send?
Answer: Spammers commonly forge the headers of messages they send, making it appear as though they originated elsewhere. This is called "spoofing". Spammers harvest vast numbers of email addresses, or even guess common email addresses, and then put these addresses in the "To:" and the "From:" fields of the millions of email messages they send out. Some of the messages they send will end up bouncing, and when they do, they bounce to the forged address in the "From:" field, which may be yours.
There are also viruses, such as Klez and Sobig, which spoof the sender's address. An infected computer sends out infected messages and puts addresses in the "To:" and "From:" fields that it finds somewhere on the infected computer (the email addresses it finds don't have to be in the contacts lists of the email program, but could even be, for example, in a stored document or cached web page). Again, if the "To:" address doesn't work, the message bounces, but it bounces back to the "From:" address, which may be yours.
There is unfortunately very little you can do about these messages, because the only way to trace the spammer or the infected computer is by investigating the full headers of the original message sent (not the bounced message), and only the receiver of the original message can enable those headers. The receiver in many of these "bounced email" cases is the automatic mailer from the domain of the non-working address that was in the "To:" field. Normally, these automatic "bounced email" messages do not contain the full headers of the original message sent. You could try to contact the organization whose automatic mailer sent you the bounce message and ask for the full headers, but this takes a lot of effort and isn't usually successful.
| | | Question: How can I disable the catch-all function of mail?
Answer: To do that you need to:
- Login to CPanel
- Click on Default Address in Mail section
- Set the Default Address to :fail:
That will disable the catch-all function. So you will only receive emails at the known mail boxes either created in Manage Accounts section or in Forwarders.
Disabling the catch-all will also disable your default mail box. Therefore you may create a new mail box in Manage Accounts and forward all other wanted email addresses to that mail box. Then check the mail box using complete email address as username along with its own password.
| | | Question: Is there any way to see my site before changing the name servers or DNS propagation?
Answer: To see your domain on our system before a DNS change takes effect you may fake the target IP address for your domain locally. Here is a simple how-to:
If you are using Windows, use "Start", "Find", "Files and Folders" to find a file in your windows directory (or WINNT\system32\drivers\etc) called "hosts". Verify that the file is not "read only" by right clicking it, and choosing it's Properties. Then open the file for editting with Notepad. There should already be an entry for "localhost". Follow that format when you insert your domain and our IP.
On Windows98 and Windows95, the order may be 'hostname' then 'IP address'. On Windows2000 and WindowsME, the order is 'IP address' then 'hostname', Assume domain name is mydomain.com and IP address of the server hosting your domain is 204.50.14.3, add this line to hosts file (127.0.0.1 should be already there):
127.0.0.1 localhost
204.50.14.3 www.mydomain.com
Then save this altered hosts file and close notepad. Make sure Windows did not silently save the file as "hosts.sam". The filename has to be "hosts". You may also need to reboot for the change to take effect. Next time you try to go to "www.mydomain.com", your browser will try to find that domain at the corresponding IP instead of looking up the IP through DNS.
If you don't know the IP address of server hosting the domain you may find it using a PING command. Name of the server can be found in our welcome message. That is the same name as temporary addresse and could be something like serverxx.dayanadns.com or serverxx.dayanahost.com. Open a command prompt in Windows and type
ping server25.dayanadns.com
change the server25.dayanadns.com with your own server. Ping command will show you the IP address of server and you may use it in "hosts" file.
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| Resellers and Reseller Accounts |
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Question: What a 'Reseller Account' means?
Answer: With a reseller account you will buy space/bandwidth in bulk and you can share it between your clients.
You need to take care of billing systems yourself.
| | | Question: How many accounts can I create with a reseller account?
Answer: It depend on your space, packages and bandwidth. Assume that you have a 100MB reseller account, then you may create up to 10 accounts if all of your accounts have been made on a 10MB package. | | | Question: Is there any web-based control panel for reseller account?
Answer: Yes there is and it's completely different from client control panel. You may see some tutorials at CPanel Tutorials
| | | Question: What options/features may I control in my reseller control panel?
Answer: You may:
- Create, Edit or Delete your own packages,
- Create or Delete hosting accounts,
- View bandwidth usage for each account,
- Setup a remote access key to connect to your reseller account remotely and do some change.
- View list of your accounts in details
- Create and manage your own default space place holder
- Upgrade/Downgrade accounts
- Suspend/Unsuspend a account
- View list of suspended accounts
- Password Modification
- Manage FrontPage Extensions on your accounts
- Mail Troubleshooter
- Modify News which will display on control panel of your clients
- Generate and Install SSL Certifications.
| | | Question: What kind of controls do I have over my clients with my reseller account?
Answer: All in previous question plus you may login to hosting control panel of any client of yours using his/her username and your reseller password. | | | Question: Can I have my own hosting plans and define them myself?
Answer: Yes, You will have your own packages and plans. | | | Question: What if I need more space? Can I upgrade?
Answer: If you need more space/bandwidth you may upgrade your account at the Members Area or instantly at Easy Upgrade
| | | Question: What is the benefit to have a Unique IP Address with my reseller plan?
Answer: With a Unique IP Address all of your clients will place on that IP instead of our public share IP address. This will help you to keep your privacy. | | | Question: What a private name server can do for me?
Answer: Normally you have to put our name servers on domain names of your clients, But with a pair of private name servers you will put your own name servers on those domains. This will help you to keep your privacy. | | | Question: Is it possible to have more than one reseller account?
Answer: Yes, You may have as many reseller accounts as you wish.
| | | Question: One of my clients asked me about SSL (Secure Certificate). How can I do that?
Answer: First your client needs a Unique IP Address which will cost you $19.99 per year, you may buy it from us and we will put it on your client's account, Then he/she needs a Secure Certificate, There are many secure providers around. Probably the cheapest one is Instant SSL, you may contact them and buy a certificate for your customer or refer him/her to this site, You may also order it with us at the Members Area or instantly at Easy Additional Features.
Before that you need to create a CSR key for him which must provide to InstantSSL in purchase time. Create it using your reseller control panel. After purchase provider of the certificate will provide a Secure Key to you or your customer and then you may install it on his/her account and anyone can access to his/her site using https://
Please note that there is different between SSL for domain.com and www.domain.com, For better service and support create a subdomain for the user and order the SSL for that subdomain. Usually "secure" is a good idea. So the secure site will be https://secure.domain.com
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| Using your Hosting Account |
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Question: I have just created a new mail box in cpanel, how can I check and use it?
Answer: You may check your default email address by providing your username and password to your email client or web-mail, but for other created email accounts you have to use complete email address as username, for example "mynewemail@mydomain.com" as username with its password.
If your mail client does not accept @ in username part trt "+" instead, i.e. mynewemail+mydomain.com
| | | Question: Why my disk usage is more than size of my web files?
Answer: In addition to your own web files there are other files that store in your account, such as your mail boxes, usage statistics and some other small files. Also if you use FrontPage please note that FrontPage spare lots of space, usually if you have a 10MB site then FrontPage will spare almost 4MB of space!
If you didn't touch the account and it filled by its own two comon cases may happened:
1. Mail boxes - If you don't check and delete emails from server they will fill your space.
2. Statistic programs - They store in /tmp folder of your account, If you don't need them you may just purge them all using "Disk Cleanup" in CPanel.
| | | Question: I check my email every day, but it's now over quota! why?
Answer: If you don't delete your emails from mail boxes they will remain in your space and make it full, after that no other email can be stored and your emails will be rejected. You may delete them from either web based email system or your pop3 client.
Usually it's a default option to delete email in pop3 clients such as Outlook Express. You may find it in account area.
| | | Question: I would like to upload using FrontPage, How can I do that?
Answer: If you wish to upload using FrontPage
- first you have to install FrontPage extensions in hosting control panel,
- then your DNS must be updated and you must be able to see your site using its internet address (www.your_domain.com) in browser.
- Now you may publish your site using http://www.your_domain.com
Also there are some nice tutorials at http://www.dayanahost.com/tutorials.cfm which may help, Check these:
| | | Question: If some one try to see one of my folders your server will show the contents of that folder in directory structure. How can I protect them?
Answer: You may do it in 3 different ways:
1. You may do it from Index Manager section of control panel.
2. Use .htaccess files in each folder if you are familiar with this type of Unix/Linux access control system.
3. Put an empty index.htm file in each folder you want to protect. Also you may put some warning messages in this index.html page.
| | | Question: How can I create a contact form?
Answer: Try this simple PHP form processor to create a 'contact us' form:
http://www.dayanahost.com/forum2/show.php/act/ST/f/3/t/350
| | | Question: What are the POP3 and SMTP settings for mail boxes?
Answer: Assume your domain is your_domain.com then:
POP3 (incoming) server: mail.your_domain.com
SMTP (outgoing) server: mail.your_domain.com
Ports will be the standard ports, 110 for POP3 and 25 for SMTP.
Please note that some internet service providers does not allow users to send email using an external server, in that case you can receive emails but can not send, In most cases using port 26 instead of standard port 25 will fix the problem.
| | | Question: I can receive my emails but can not send! Why?
Answer: There could be two reasons:
- Make sure "Authentication to outgoing server" is checked and you are using incoming login information to authenticate.
- It could be your internet service provider who does not allow you to send using an external SMTP server. In this case try to send using port 26 instead of standard port 25, usually port setting is in advance tab in account properties.
| | | Question: What is catch-all mail box?
Answer: Catch-all address is a mail box to receive all unroutable emails targeted at your domain. For instance if you created two mail box box1@mydomain.com and box2@mydomain.com then some one send an email to box3@mydomain.com that will deliver to catch-all mail box.
You may change it in "Default Address" at the mail section in CPanel.
To disable the catch-all function set the "Default Address" in mail section of CPanel to :fail:, this will reject any email that has not defined in mail box lists and/or in forward section. Please note that if you disable the catch-all function you have to create some mail boxes to receive emails. You may also create one mail box and forward other required boxes to that mail box.
You may set the catch-all mail box to an external email address (i.e. your_address@yahoo.com) or to one of your mail boxes at CPanel. In all cases you should use the complete email address except the primary mail box which is your CPanel username.
| | | Question: How can I disable the catch-all function?
Answer: To disable the catch-all function set the "Default Address" in mail section of CPanel to :fail:, this will reject any email that has not defined in mail box lists and/or in forward section.
Please note that if you disable the catch-all function you have to create some mail boxes to receive emails. You may also create one mail box and forward other required boxes to that mail box.
| | | Question: What kind of FTP client may I use to upload?
Answer: Each hosting account configured on a standard FTP server, Therefore you may use any FTP server you feel comfort with.
Check these good commercial FTP clients:
And this FTP client is free:
You may also use FTP browser of "Internet Explorer", Type the ftp address in address bar and from File menu choose to login as a user. Then use your CPanel username and password to login.
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