The questions you frequently ask


Here are the answers to the questions you most frequently ask us. This page will soon be replaced with our new FAQ system, so until then you may need to make use of the Ctrl+F in your web browser.


What name servers do I use on my domain to point them to my hosting account?

In order to point your domain to your hosting service held with us, you will need to update your name server on your domain. For information on what your name server is, please refer to your service welcome email. You can resend this through MyZuver > Manage Hosting Serivces > Dropdown: Resend Activation Email.


How do I setup my email?

Configuration of email accounts involves setting up the email address both on our server through your cPanel, and your computer (if you wish to use a mail application). If you wish to use webmail to access your email, you can find instructions on access webmail in this FAQ.

- Create the email account on the server by logging into cPanel, and clicking on the 'Email Accounts' icon and complete the form. At this stage, you'll pick the email address you wish to use.

- Setup the email account through your email client using the following details:

Username: your full email address (i.e. johnsmith@domain.com.au)
Password: the password you set when creating the email account in the first step
Incoming Mailserver: mail.domain.com (note: replace domain.com with your domain)
Outgoing Mailserver: ISP outgoing mail server (port 25) OR mail.domain.com (port 587)

If you're using our outgoing mail server (mail.domain.com), please ensure "Outgoing Mailserver requires authentication" is enabled. During configuration in your email client, you will have the option of setting the mailserver type. You can use either POP or IMAP depending on your needs.

Using SSL enabled email

If you wish to use SSL for your email connections please refer to the connection settings in cPanel > Email Accounts > Dropdown options 'More' to the email address > Configure Email Client. This will provide you with the SSL connection information.
Note: You will have to accept our self signed certificate in your email application upon first connection.

Using webmail to access your email

You can access your emails from anywhere in the world via your web browser, simply browse to http://webmail.domain.com or http://domain.com/webmail to access your webmail. You can sign in with the full email address (including the @domain.com.au), and your email password.


How do I access cPanel?

You can access cPanel from the following locations:

http://www.yourdomain.com/cpanel/

If you're having trouble accessing it due to a strong firewall blocking the connection, you can access it via http://cpanel.yourdomain.com

For secure cPanel access (accessing cPanel over SSL), you may use https://www.yourdomain.com:2083

For access to cPanel when your domain has not propagated across, please refer to your service activation email. You can have this re-issued from MyZuver > Manage Hosting Services > Dropdown: Resend activation email.


How do I setup my website before I point it to your servers?

Many users opt to test their websites before modifying the name servers on their domain to point to our servers. This allows you to develop the website, whilst the old one runs elsewhere. There are two options for such testing, one designed for novice users, and another designed for advanced users. Both are detailed below.

Using the MyZuver temporary URL viewer

This is the easiest method for testing your website. It does not however, support .htaccess functions. If you wish to use .htaccess functions, please refer to the other methods detailed below.

1. Login to MyZuver
2. Navigate to 'Manage Hosting Services'.
3. Select 'Temporary URL' from the dropdown box adjacent to the hosting account you wish to view using the temporary URL viewer.

Enable the feature, and browse to the URL provided. If this does not work, please try disabling and re-enabling the temporary URL viewer.

Modifying your computers hosts file

This method involves making a small adjustment to your computers Hosts file. This allows you to customise where your domain points without relying on DNS. Depending on your operating system, the location of your hosts file may vary:

Windows: The host file is usually found in C:\Windows\system32\drivers\etc\hosts

Linux and MacOS X: You can find the hosts file under /etc/hosts

As the file is a simple text file, you can edit it using your favourite text editor (such as Notepad or Wordpad). If you're using Windows Vista or Windows 7, you may need to run the program as an Administrator. Add an entry into your hosts file as follows:

112.140.176.10 www.youwebsite.com website.com subdomain1.website.com

Remember to replace the IP address with the servers IP address. The subdomain entries simply refer to any subdomains that you may be required to use (such as store.yourdomain.com).


What are Addon and Parked Domains?

With many of our hosting packages, Addon and Parked domains are often one of the available features. Addon and Parked domains allow you to use additional domains (which you own/have registered) with your hosting account for the purposes of redirection, mirroring and hosting other websites.

Addon and Parked domains are quite simple to setup and are done so via their respective icons within your cPanel. The differences between the two are:

Parked Domains: When a domain is setup as a Parked Domain it mirrors the content of the primary domain in the hosting account. This is useful when you own for example, both the .com and .com.au of your business name.

Addon Domains: These allow you to host additional separate websites from your one hosting account. The files for the additional domains will be hosted within the one account, but to normal web viewers they will appear as completely separate websites.

In both instances you can setup emails and redirects as you please. Please also remember that Addon and Parked Domains need to be pointed to our hosting servers in order to function. For the name server information, please refer to your service activation email.


Transferring my account from another provider with minimal downtime

If your current host uses a cPanel platform we're able to complete a cPanel migration. However, if they're using another system (such as Plesk), then unfortunately it will need to be completed manually by yourself. The following steps are a rough guideline of what you'll need to do to shift your website over, however, it doesn't take into account any custom DNS configs, etc.

If you're in doubt and require further clarification, please do not hesitate to contact our customer care team.

Sign up for the hosting package.

Once your payment has been accepted, your hosting service will be provisioned. A service activation email will also be dispatched which will contain your cPanel, FTP and other important login information.

Download a copy of all files from your old host, generally using FTP. If you have any databases you will also need to download a copy of those - they're generally exported using phpMyAdmin, however, you can clarify with your old host.

Upload your website files (which you downloaded in Step 3) via FTP - you can make the FTP connection using the IP address as listed in your service activation email. Be sure to upload the files into the /public_html directory. For information on connecting via FTP, please see the 'How do I upload files for my website' FAQ entry.

Login to cPanel (via the temporary IP login address) and configure all your required email accounts and email addresses as required.

If you have any databases to restore please re-create the databases using cPanel > MySQL Database Wizard. Once your databases are setup you can now import your database backups via cPanel > phpMyAdmin > Select your database in the left menu > Click Import and follow the steps. If you have changed your database or database user name you may need to update these in your scripts configuration file (i.e. wordpress has those details in wp-config.php, joomla has them in configuration.php) - in particular you will need to adjust your database hostname (dbhost) which will likely be currently set to 'localhost'.

You have now stored a copy of your website on our servers and configured your email accounts on our servers, however, your domain is still pointing to your old provider. You can test your website to ensure it looks correct by enabling a temporary URL via MyZuver > Manage Hosting Services > Dropdown: Temporary URL. Provided all looks well, move onto step 8.

Update your name servers on your domain to point to our name servers - the name servers you're required to use are also provided in your service activiation email. For more information on what name servers you're required to use and how to update them, please see the 'What name servers do I use on my domain to point them to my hosting account' FAQ entry.

Congratulations! You're done! Please note it can take up to 48 hours for your DNS changes (name server changes) to complete, but you will generally see it happen in much quicker time.

If you are familiar with how DNS operates, to shorten the propagation of DNS from the nameserver change you can contact your existing webhost 24 hours before your planned move and request they update the TTL's on your DNS records to a shorter timespan such as 600 seconds. You may even have this functionality available to you through their old control panel.


How do I renew my domain name?

You can renew your domain name with a few simple clicks. 1. Login to MyZuver online from https://my.zuver.net.au. 2. Click on Manage Domain Names underneath the Domain Name Management section. 3. Click on the domain that you wish to renew. 4. Click on the 'Renew' button that is located in the actions bar, and follow the options to renew your domain name.


How do I lodge a new Ticket through MyZuver?

The guide below will assist you with submitting a ticket to our support, billing or customer care team.

1. Login to MyZuver from https://my.zuver.net.au using the email address and password you created when you signed up. If you've fogotten the password, you can use the 'Forgotten your password?' link to reset your password.
2. Click upon the 'Support Centre' in the left hand menu, and select Submit New Ticket
3. That's it! Now just remember to select the correct service and department, complete the subject field and write a detailed explaination so that we may assist you. You should expect a reply within the hour on most occasions.

Note: Please allow a few minutes for your new Ticket to show up under the 'View Tickets' section.


I can't send emails, I receive an outgoing SMTP error?

Where you're using our mailserver for outbound emails (i.e. you're using mail.yourdomain.com) and you're encountering an outgoing SMTP error outling that you cannot connect to the server, it's generally the result of your ISP enforcing a block on standard internet ports. By default your mail application will attempt to send outbound mail via port 25, please try setting your outbound mail port to 587 as this will generally resolve your issue.

If you are still experiencing issues after making this change please let our customer care team know.

For users who are using an outgoing mail server other than ours (such as your ISP's), please check with your provider as they'll have more of an understanding of the issue as it's outisde of our control.


What is the IP address of my service?

You can find the server's IP address that you're hosted on from a variety of locations;

- Within your cPanel in the left hand menu
- Within MyZuver > Manage Hosting Services > Dropdown: Service Details.

Please note if your service uses a Dedicated IP address (where you have an SSL installed), you can only see that IP within cPanel.


I'm trying to use Installatron, but it's returning a PHP error?

If Installatron returns an error similar to this "Installatron cannot install to an account that is having PHP errors. Please contact your provider" this can be caused by a number of things.

1. You need to confirm your domain name is pointing to the VentraIP Name Servers, that is your domain needs to be pointed to the hosting server. If the domain is not pointed to the hosting server Installatron will be unable to install the web application to your account.
2. You have a .htaccess in your /public_html folder (or possibly even above that) which is redirecting all requests for files and directories into another application already installed.
3. You have a .htaccess which has legacy 'php_flag' values uncommented in it - suPHP doesn't allow php_flag values in .htaccess files on our server so move all of your php_flag values to a php.ini file instead.
4. The permissions on your account are incorrect (this can happen if you manually set permissions on files via FTP or SSH access). You can fix this by logging into MyZuver > Manage Hosting Services > Dropdown Options: Permission Fixer.

If your issues are still unresolved please contact our Technical Support team via a support Ticket.


How do I access my account using SSH?

Before you're able to connect to the server via jailshell access, you'll need to enable SSH access. To enable your SSH access please login through MyZuver > Manage Hosting Services > Dropdown: Enable SSH.

Once enabled, you will be able to connect to the server using your domain (provided it's pointed to our server) or using the servers IP on port 2683 and your cPanel credentials. For these details please see your account activation email.


How do I access my Webmail?

You can access your emails from anywhere in the world via your web browser, simply browse to http://webmail.domain.com or http://domain.com/webmail to access your webmail. You can sign in with the full email address (including the @domain.com.au), and your email password.

You will need to ensure you have setup your email accounts prior to having webmail access.


How do I fix my memory fatal error?

Sometimes when using various PHP Content Management Systems; such as Wordpress, you may encounter errors stating that you have exceeded the PHP memory limit.

The error can look very similar to this:

"Fatal error: Allowed memory size of 33554432 bytes exhausted (tried to allocate 71 bytes) in /home/user/public_html/index.php on line 744"

The above error is very simply to overcome. To correct the problem;

1. Login to MyZuver
2. Click on 'Manage Hosting Services'.
3. Select 'PHP.INI Builder' from the dropdown box adjacent to the hosting account you're experiencing issues with.
4. Select 'Custom' from the dropdown box and click on submit.
5. Change the 'php_memorylimit' to 128M and submit the PHP.INI file.

That should resolve any PHP memory limit errors you are facing. If you continue to have issues, please do not hesitate to consult our support team via a new support Ticket inside of MyZuver.


How do I resend my service activation email?

Your service activation email contains important information in regards to your hosting account, this includes your cPanel login information and the name servers you should be setting on your domain name in order to utilise the service.

You can resend this email via MyZuver > Manage Hosting Services > Dropdown: Resend Activation Email.

You can also view a copy of it under MyZuver > Account Emails at any stage


Why is my website displaying a '500 internal server error'?

If your website is displaying a '500 Internal Server Error' this usually means that your permissions on your files have not been set correctly.

To fix this problem, please login to MyZuver > Manage Hosting Services > Dropdown Options: Permissions Fixer. This tool will reset the file CHMOD permissions on your account to 644 and folders 755, this generally resolves internal server errors.

In some circumstances the error may also be triggered by incorrect configuration of your .htaccess file, this can include broken mod re-write configurations or php calls. If the above permissions fixer fails, try temporarily removing the .htaccess file to rectify.

If you continue to experience problems, we kindly ask that you submit a new Ticket through MyZuver to our technical support department who will be able to assist you further.


How do I upload files for my website?

To upload files to your website, that is put your files up for you websites, you'll need to connect to the server. This connection can be made using FTP. a popular (and free) FTP program is FileZilla Client. The connection to our server using FTP will allow you to see the files/folders on our server as you would if they were on your computer. Using your FTP application you will be able to drag and drop your websites files into the /public_html/ folder.

If you have forgotten your FTP login details (these being the same as your cPanel credentials), you can have them reset via MyZuver > Manage Hosting Services > Dropdown Options: Reset cPanel Password.

It is also possible to upload files for your website via cPanel using it's inbuilt File Manager, however, if you're uploading large numbers of files the use of an FTP application will make for a smoother process.


How long does a domain transfer take?

When transferring a domain from another provider/registrar there is generally a wait time until it completes. Throughout a transfer your domain/website will remain online, however, during the process you won't be able to make any adjustments to your nameservers or whois contacts. When a domain transfer is initiated (i.e. you place the order), the contacts on the domain will receive a transfer authorisation email.

AU domain transfers (this includes .com.au, .net.au, .org.au, .id.au, etc) typically take exactly 48 hours to transfer from the time which the transfer authorisation link is clicked.

gTLD domain transfers (this includes .com, .net, .org, etc) typically take 7 days from the time the authorisation email sent to the registrant contact is clicked, where the admin contact accepts the transfer it may take up to 12 days to complete.

If you need any further clarification on the process please contact our Customer Care team.