FAQs

Account Management

How to start a chat or submit a support ticket?

You can start a chat or submit a support ticket by clicking on the chat button which you can find on the bottom right corner of any page. Our friendly support team works 24/7, so you will get replies within a minute. You will be able to chat live when our chatting system is online or submit a support ticket and chat via email when the chatting system is offline. However, you'll be replied within a minute in both cases.

How to change my password and other account details?

You can view and edit your password and other account details on My Account -> Account Details section.

How to change my billing addresses?

You can view and edit your billing addresses on My Account -> Addresses section.

Ho can I view purchased domains and hosting plans?

You can view all your purchased products on My Account -> Dashboard section. Here you can login to the cpanel of your hosting plan too.

How can I login to the cpanel of my hosting plan?

You can click on the respective login button on hosting table of My Account -> Dashboard section and login to your cPanel.

How can I check how much bandwidth or disk space I am using?

If you need to check your disk space / bandwidth consumption, you can do it by checking the left column on your cPanel.

How do I transfer a website from my current provider to your hosting?

We are always here to help you in this case without charging any additional fee when you purchase your hosting plan from us. Provide us with the access to the cPanel of your old hosting plan and we'll do this for you.

If your website is not using MySQL databases, moving your site is very easy. Simply upload all your files to the 'public_html' folder on our server. If you have a PHP based website, check if it has any configuration files where domain name or path to the files can be set. Update these values if needed.

If your website is using MySQL, you need to move the database here and update configuration files of your PHP scripts accordingly:

1. Backup database on the old server
If your current provider has a MySQL backup tool - use it. Usually you can login to phpMyAdmin, select your database and click on 'Export' tab. Choose Save as file and select 'gzipped'. Download of your database backup should start afterward.

2. Create the database on our server
Once the download is finished you will have a file named something like yourdatabase.sql.gz. Before you can restore it, you will need to create a database on our system. Please enter your control panel and click on the MySQL icon. Now choose the option to add the new database, create the MySQL user for it and finally click on 'Add User To Database' button. Do not forget to write these details down as you will need them later.

3. Importing database data to our server
Once the database is created, enter our phpMyAdmin (the icon for the tool is located in cPanel). Once inside, click on 'Import' tab, browse to the backup file of your database (yourdatabase.sql.gz for example) and click Go. Database restoration procedure will begin. Please be patient, as it can take quite a lot of time to complete if your backup size is large.

4. Updating configuration files
Now, when the database is restored, you will need to open the configuration file of your PHP script and update database host, database name, database username and database password values. Use the values that you've written down when you created the new database. Note: we use localhost as MySQL hostname.

I am a computer newbie. Will I still manage to setup my website here?

We do provide the web designing and development service as well. You will be able to get this service for a discounted price when you host your website on our servers.

Yes, because we provide a great service which is ready for use even for newbies.

Do you want to set up a nice looking website, but don't have any HTML knowledge or you are not a good designer? No problem - we have two easy-to-use website builders which will allow you to set up a professional looking website with a news section, feedback form, vote pool or gallery.

Moreover, we have a team of highly trained staff members who are ready to provide you with the best assistance to any question.

How to cancel a hosting plan?

Hosting can be cancelled by filling out the form located in this link:

https://uoncyber.com/cancel After the cancellation request is submitted, it will be processed within 24 hours (or sooner).

I forgot my account password, please help.

Please visit the link below and provide us with your email address to send you an email with necessary details to reset your password.

https://uoncyber.com/my-account/lost-password/

Domain Names / DNS

Can you host international domain names such as .co.uk, .de, etc?

No problem! We can host any domains with any extensions, including all international domains listed on the page here.

What are the prices for domain names?

You can find all supported domain names and their prices here.

How do I point my existing domain to your nameservers?

In order to point your domain name to our servers you will need to visit your domain registrar (the website where you registered the domain) and set the name servers there.

This is a common process at all domain registrars and the function should be located in sections like 'DNS Management', 'Change Nameservers'. For specific help on changing the name servers at your domain registrar, feel free to navigate to their website's help section. Search for 'changing name servers' or 'changing DNS servers'.

Our name servers can be found in My Account -> Server Details. Please note that any other name servers that are set on your domain at the domain registrar will need to be removed and replaced by our name servers.

After you have updated the name servers on your domain, it will take some time to propagate. Usually it starts working in 24 - 48 hours.

If you still have any trouble with setting the name servers, please let us know login details to the domain registrar, and we will set these settings for you.

Can I edit MX, CNAME, A records of my domain?

You can change the MX records for your domain by navigating to cPanel -> MX Entry tool.

If you need to edit any other DNS records (such as CNAME or A records) please use either the Simple DNS zone Editor or the Advanced DNS zone editor, both of which are located in your cPanel.

Please be aware that for DNS change to activate the name servers of Your domain must point to our servers.

What are your nameservers?

Our name servers can be found in My Account -> Server Details section. After you have updated the name servers on your domain, it will start working within 24 - 48 hours.

Will my domain be registered in my own name?

Some devious web hosts, while offering to register a domain for you, legally register the domain in their own name.

By registering your domain with UonCyber.com, you can be sure that the domain will be registered in your own name. The domain will become your own property and you can transfer it to any other company any time, if needed.

When will my domain be activated?

All domain orders are activated in 1-2 hours after payment is submitted.

How to register extra domains?

You can choose us to register a domain for you or you can register a new domain with any other company and host it here.

You can search available domain names and add them here.

As soon as your new domain is activated, we can change your current domain to it, or you can add this domain to your current hosting account (you can host multiple domain names with plus and premium packages) via cPanel -> Addon Domains section.

How can I hide whois details or enable domain privacy?

In order to hide whois details, you need to activate the WHOIS Guard. WHOIS Guard costs $2.88 a year.

You can activate WHOIS Guard when you purchase your domain name. If the domain name is already purchased, let us know via online chatting or contact us form.

Once the WHOIS Guard is enable, wait 24-48 hours for all whois services to update their information and your whois details will no longer be displayed.

Email Questions

My IP is blacklisted and emails are not delivered.

This issue can be related to mail filtering rules. It's possible someone from the server has sent mass or spam emails and email provider has blacklisted the IP for some time. Our admins are constantly working on this type of issues to get it resolved as soon as possible. However, please mind that the IP might be listed again at any time.

With shared hosting, all email is routed through the IP addresses shared by the entire server so changing the IP is not a solution.

File Upload Questions

I cannot login to FTP. What should I do?

First of all, please make sure that you are using the correct FTP details (such as hostname, username and password). You can find these details in My Account -> Server Details section.

If you are using your own domain, please make sure that it is pointing to our nameservers (the propagation takes 24-48 hours after nameserver update at the domain registrar). In this case you can use our server IP address as your FTP hostname. The IP address can be found in the My Account -> Server Details section.

If your domain is already resolving to our server and FTP connection still fails, please try to use the cPanel -> File Manager tool to upload your files or contact our support.

How do I upload my website?

Use an FTP client like SmartFTP, CoreFTP or the File Manager from the Control Panel to upload your files. All files must be uploaded directly to the public_html folder.

Also, there must be a file named index.html or index.php inside the public_html directory for the site to work properly. Note that file names are case sensitive.

What FTP software should I use?

We recommend using the CoreFTP FTP client. It is free, easy to use, and can be downloaded from: http://www.coreftp.com/

To add, please make sure that you are using the correct FTP details (such as hostname, username and password) with your FTP clients. To find your FTP information, please navigate to My Account -> Server Details section.

I don't know what FTP is. Do you offer an online File Manager?

If you do not wish to use an external FTP tool to upload the files, please try to use the cPanel -> File Manager tool.

What are my FTP Details? Where do I find them?

To find your FTP / cPanel login information, please log on to My Account and navigate to the Server Details tab. You will see all of your hosting accounts and FTP login details listed here.

Do you have any file size or file type limits?

While we do not have any file size limits and you can upload any files with any extensions and size which does not exceed the disk quota of your hosting plan. If you upload file using PHP (instead of FTP), max file size limit is 128 MB and it could not be increased anymore. If your file is very large, it might be that web-based upload could fail, so we strongly suggest uploading big files with FTP client.

How many files can I store in one folder?

We do not have any limits for files stored in one folder. However, a folder viewed via FTP can show a maximum of 2000 files only as this is limitation of FTP service.

Is there any limit for number of files uploaded? Do you have any inode limit?

There are no limits on the number of files and inodes allowed to be hosted on our servers. You can upload any number of files which does not exceed the disk quota of your hosting plan.

How to make directory / file writable?

To make a desired directory/file writable, simply change file permissions to 777. It can be done via file manager from the cPanel or via FTP client.

General Questions

Do you accept international customers?

Yes, we accept all international customers. You can register an account here from any country.

What payment methods do you accept?

At the moment you can only pay by credit card through paypal, or by using your paypal account directly. No other payment methods are available.

SSL certificates: do you support SSL?

Yes, SSL is fully supported and we even provide free SSL for each domain, which can be installed from the cPanel > Let's Encrypt SSL section. Your website and your scripts can operate in SSL mode (Curl SSL is also enabled for PHP).

To add, if you have any troubles installing the certificate on such an account, please let us know and we will help you with the installation.

What is your average support response time?

Most questions are answered in less than 15 minutes and resolution is given in 2 hours. We have dedicated staff working 24 hours per day in 3 shifts.

To test our support response time, please submit an inquiry via our contact form here.

How often do you make backups?

We attempt to make full backups of each site (not exceeding 2GB in disk space) every week and can restore them if needed for free. You can also make your site backup at any time using Backups section in cPanel. It enables you to generate and download full or partial backup of your account.

Do you cancel websites for inactivity?

We never terminate client websites for inactivity. Even if your website has no visitors for months or years it will be online as long as service is paid for.

Why can't I edit all server settings?

We are providing shared hosting services which means that a single server is used to store multiple user accounts. We cannot edit some of the servers php / apache / mysql settings, as it would affect overall performance and degrade the security level.

Where can I find error logs for my account?

You can find your error logs inside your public_html directory, which can be accessed from your cPanel's File Manager feature or via FTP client. Once you are in your public_html directory you will be able to find a file named error_log.

Where can I read TOS (Terms of Service)?

You can always check our Terms Of Service at https://uoncyber.com/tos

What are the differences between subdomain, parked domain and add-on domain?

Sub domain * Lets say your domain is mysite.com. * You install a Message Board and put in in a directory called mysite.com/board/. * You can turn the directory board into a sub-domain by adding it as a sub-domain from your Control Panel. * Now you can access your Message board as either mysite.com/board OR board.mysite.com * This costs you nothing and is free. Parked Domain * You have two domains mysite.com and my-other-site.com. * mysite.com is the domain of your website and you want to add my-other-site.com. * You want them both to go to the same place. In other words, when someone types either www.mysite.com or www.my-other-site.com they will go to the same page(s) on your website. * In order to have additional parked domains you need to purchase them from registrar. Add-On Domains * You have two domains mysite.com and my-other-site.com. * You want the two domains to be totally separate/independent websites. * In order to have additional add-on domains you need to purchase them from registrar.

What is an entry process in cPanel sidebar?

The "Entry Process" number is how many PHP scripts you have running at a single time. Keep in mind an "Entry Process" only takes roughly a second to complete, therefore most people get it confused with how many visitors they can have on their website. A 50 limit Entry Process doesn't mean only 50 people can be on your website at once because the likelihood of all 50 people hitting your website at the exact same second is almost zero. If you have a low traffic website but are constantly at 50 Entry Processes, it means something is wrong with your scripts and they are hanging around longer than they should.

How to create a backup?

To create a backup, please login to your cPanel and go to Backups section. You will find many backup options there (full backup, MySQL backup, etc.), so select any backup which suits your needs and click Generate Backup button.

How to restore a backup?

To restore a backup, please login to your cPanel and go to Backups section. You will find many backup restore options there (home directory, MySQL backup, etc.), so select any backup restore option which suits your needs and upload backup file to server using cPanel. Then just follow instructions on the screen. If you do not have any backups stored on your account, we may send you the latest one from the remote backup server. Also, if you have a full cPanel backup, it will not be restored via cPanel. Please upload it to your account and contact us, we will restore it for you.

Do you offer Secure (https) Connection to cPanel?

It is possible to connect to cPanel via https. Please use this link to connect to cPanel via secure tunnel: https://www.yourdomain.com:2083

Can you add/update auto installer scripts?

You can only have scripts that Softaculous has available on http://www.softaculous.com/software/ If some script is missing on your cPanel, please let us know and we will make sure to enable it.

What languages are supported by cPanel?

cPanel supports these languages: English Arabic Chinese (Simplified) Chinese (Traditional) Czech Danish Dutch (Netherlands) Filipino Finnish French (France) German (Germany) Greek Hebrew Hungarian Indonesian Italian (Italy) Japanese Korean Malay (Malaysia) Norwegian Polish Portuguese (Brazil) Romanian Russian Spanish (Spain) Swedish Thai Turkish Ukrainian Vietnamese Please note these languages are not maintained by us, so we do not guarantee that translations are correct. If You need a language that cannot be found in the list, it is not initially supported by cPanel and unfortunately we are not able to help You with that.

Where can I see cPanel demo?

You can see cPanel demo at http://x3demoa.cpx3demo.com:2082/login/?user=x3demoa&pass=x3demoa

MySQL Questions

I get 'access denied' errors when trying to connect to MySQL

If you cannot connect to the MySQL server, this might happen due to several reasons:

- Incorrect MySQL hostname.
The MySQL hostname of our servers is localhost. Please check if you are using the correct hostname.

- Incorrect MySQL username / password or database name.
Please navigate to cPanel -> MySQL to check this information. If you cannot remember what password is set on the MySQL user, feel free to delete it and recreate it one more time.

- You have not added the MySQL user to the database.
This is a very common issue that people forget to do. In order to have a fully operational MySQL database you must also add a MySQL user to the MySQL database and assign full permissions. You can achieve this by clicking on the 'Add' button under 'cPanel' -> 'MySQL Databases' -> 'Add User To Database' section.

If you have any other issues with the MySQL connection after taking these steps, please let us know.

Do you support remote MySQL connections?

Yes, remote MySQL connections are enabled.

If you are trying to connect to the MySQL server from a remote location (e.g. your computer), use your hosting account IP address as the MySQL hostname. Your server IP address can by found on the left hand column when you login to cPanel. Do not forget to add your computer IP address to the 'cPanel' -> 'Remote MySQL' section.

PHP Questions

Required PHP extension not found : mysqli

If you receive the error "Required PHP extension not found : mysqli" it means that the MySQLi module is not enable on your hosting account. You can enable MySQLi via cPanel-> Select PHP Version section. Tick the `mysqli` box, press `Save` and then able it by pressing `Set as current`button.

Make sure to disable similar extensions as `nd_mysqli` or `nd_pdo_mysqli` or you might get "extension skipped" errors

Here is a screenshot with instructions:

Do you support Zend or Ioncube

Yes, Zend Optimizer and Ioncube are enabled on our servers by default. We can also enable other encoders and PHP features if requested.

Can you increase PHP and MySQL resource limits, enable some functions?

Yes, we can install various modules for PHP, enable most PHP functions and, in some cases, modify the default PHP configuration file to match your website's needs. Moreover, you can set and modify most of such PHP settings yourself by using the php_flags in .htaccess file.

If you require any PHP module installed or function enabled, please let us know, and we will double check if it is possible to enable it.

Website Building

Can I have custom error pages?

Yes, you can set up your own custom error pages by using the .htaccess file (it is located in your public_html folder) or by navigating to your cPanel and clicking on the 'Error Pages' icon. This will give you access to the easy to use Custom Error Page Creator.

If you have any trouble creating an error page, please let us know and we will do this for you.

How do I install Guestbooks, Forums, Blogs?

We have a huge collection of scripts that are already pre-installed on your hosting account. Some of these scripts include: B2Evolution, WordPress, phpBB, Joomla, phpWebsite, SMF (over 50 scripts are available!). These scripts are ready to be auto-installed in 1 click!

Also, feel free to check the RvSiteBuilder tool (also available in your cPanel), which offers tools for easy visual site creation. It has hundreds of customizable templates and tools like Contact forms / Blogs / Registration forms integrated and ready for easy use.

How to redirect all visitors to HTTPS

In order to redirect all traffic to HTTPS, you will need to add these lines to your .htaccess file:

RewriteEngine On
RewriteCond %{HTTPS} off
RewriteRule ^(.*)$ https://%{HTTP_HOST}%{REQUEST_URI} [L,R]

IMPORTANT! If the line 'RewriteEngine On' already exists in your .htaccess file, do NOT duplicate it.

If you are using CloudFlare, then HTTPS requests may be received by the server in plain text, this causing issues. For HTTPS redirection to work successfully with CloudFlare, use this code:

RewriteEngine On
RewriteCond %{HTTPS} off
RewriteCond %{HTTP:X-Forwarded-Proto} !https
RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI} [R,L]

Once again, do not duplicate 'RewriteEngine On' if it already exists.

After implementing one of these codes, all visitors will be automatically redirected to HTTPS version of your website.

P.S. Kindly note that you will need to have an SSL certificate installed in order for the HTTPS redirection to work.

How to CHMOD (change permissions) of some file?

The easiest way to chmod files (change permissions) is using the FTP client. Log on to your FTP account and select all of the files/directories you want to change permissions for. Right-click the selected files and select 'File Attributes' (in Filezilla) or 'Properties' (in most of other FTP clients) menu. You will see some numbers like 644 or 755 (for example) in the file attributes window. Change these numbers to any value you need (e.g.777) and click the OK button to confirm the changes.

You can also change file permissions by using the File Manager which is located on your cPanel. The button for permission change is located on the top toolbar in the File Manager window.

If you have any troubles with this (For example you are receiving file ownership errors), please let us know and we will fix this for you in a few minutes.

My website shows "Internal Server Error"

There are many different possibilities for this. In most cases it is due incorrect .htaccess file configuration.

Although this is generally caused by a problem within the script, many times it is caused by incorrect file permissions either on the script itself, or another file or directory used by the script. You should also verify that the script paths are set correctly.

Also, please check if the file was uploaded in the correct mode (ASCII or Binary - check the readme for the scripts to see any special instructions. Normally it is ASCII).

Also it could be related to the permissions of the file or directory. Your script permissions should be 755, or rwxr-xr-x.

How do I fix a '500 Internal Server Error' on my website?

1. Interference with an .htaccess file.
If you have implemented .htaccess on your site, it may be interfering with the web page you are trying to load into your browser. Please double check the .htaccess configurations to ensure that it doesn't contain any errors. To confirm whether a misconfiguration .htaccess is the cause of the 500 Internal Server error, either remove or rename the .htaccess file.

2. PHP Coding Timing Out
If your PHP script makes external network connections, the connections may time out. If too many connections are attempted and time out, this will cause the Internal Server Error. To prevent such time outs and errors, we suggest that your relevant php scripts be coded with some timeout rules.

3. Search on Google for your Script Name + Internal Server Error Fix.
For example if you get this error on Wordpress blog - query Google for Wordpress Internal Server Error Fix.

Why can't I login to website builder?

There could be some causes:

1. Make sure you have already updated nameservers.
If you are using your own domain (like yourdomain.com, for example), you need to point your domain to our nameservers to get it working. You can find the nameserver details after logging on to your Members Area -> View Account Details. You have to wait 24-48 hours after the nameservers are updated before your domain starts working.

2. Make sure you have a public_html folder created.
If your site is missing the public_html folder, you will not be able to use website builder.

3. Use Internet Explorer, Firefox or Opera browsers.
Our website builder has support for these browsers only. We do not guarantee that the builder will work with other browsers.

How can I password protect my website / folders?

To create a password protected folder you need to go to cPanel and click on "Directory Privacy" icon.

1. Choose a folder, which you would like to protect.
2. Check the box near "Password protect this directory" and click "Save".
3. Create username and password for a password protected directory and you are done.

How to run cronjob?

Please use this example command to run cronjob:

php -f /home/YOUR_CPANEL_USERNAME/public_html/file.php

Please note that if you run very heavy cronjobs, your account may be suspended for server overload, so please make sure your cronjobs do not make any heavy queries. If you are not sure how to setup cronjob to be launched at desired time intervals, please refer to Google or cPanel documentation for more details.

Lets encrypt SSL cannot be added (The Let's Encrypt HTTP challenge failed)

If you receive an error message such as "The Let's Encrypt HTTP challenge failed" while trying to issue SSL on your domain, please try renaming or deleting .htaccess file. .htaccess file can be found in the public_html folder. In order to see it, you will need to make sure that your File Manager (or FTP client) is setup to 'show hidden files'. This option can be checked in 'settings' panel which is located on the top-right corner in your File Manager. Once this is done, you should be able to issue SSL on your domain.

What is the port for Ruby on Rails?

Ruby On Rails works on port 12005 by default, and you can access it via http://yourdomain.com:12005 Sometimes ruby applications use a different port (it is assigned by cPanel). The range for the ports vary from 12001 to 12021. You can always check this information via the cPanel -> Ruby on rails area.

I do not see .htaccess file

If you do not see .htaccess file, there might be 2 possible issues:

1. You may have configured your cPanel File Manager or FTP client not to show hidden (dot) files. Please configure your FTP client or File Manager to display these files. This option can be checked in 'settings' panel which is located on the top-right corner in your File Manager

2. This file is not created or uploaded to your public_html directory yet. Please create and upload it first.

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