• Content Count

  • Joined

  • Last visited

  • Days Won


Everything posted by Brian

  1. Brian

    Server migration - a couple of glitches

    Glad to hear the migration went off without any major issues! The new cloud environment you're in is a huge upgrade compared to the baremetal setup from before. As for your concerns: That one I do not have an answer for. Would you mind submitting a ticket while referencing this thread and ask for it to be escalated and assign to Brian (me)? I'll work with our guys from there to get an answer / more details from your side. This is completely normal and to be expected. In fact this is a good sign! In your SSH client I assume you use either your domain name or the server name (old server) as the hostname to connect. Since both your domain and the old servers hostname are pointed to the new server IP it means you're connecting to a new machine entirely, but locally (on your computer / in your SSH client) it has the fingerprint for the old server. It prompted you when connecting because it detected this change and was warning you "Hey, someone may be trying to impersonate the server you're connecting to, are you sure this is safe?". This is known as a man-in-the-middle attack. You won't be prompted again now since you've accepted the new machines fingerprint. Completely fair point. Long and short of it this is due to how the migrations work, primarily because not every client in a shared server is on the same IP, so we're not able to send your shared IP in that template so we have to be generic. Not ideal, I completely get that, but it's the most efficient way to communicate with every client regardless of their individual setup (shared IP, dedicated IP, etc.).
  2. This is part of our account verification and is likely happening because you're not authorized so our team is following proper escalation procedure when we receive requests from unauthorized contacts. If you PM me the ticket ID I'll take care of it directly.
  3. I'm assuming this is a .uk / domain, in which case our IPS tag would be: NETEARTHONE If you run into any other issues I'd suggest opening a ticket through so we can discuss some details that we may not want to disclose publicly. Cheers!
  4. Brian

    Live Chat

    Per ticket ID PGI-840-86144 with our helpdesk this was likely due to our NYC maintenance. If you're still facing issues please follow up through our helpdesk and our team will be happy to get you sorted out. Thank you!
  5. Brian

    Planned NYC maintenance

    Unfortunately this is not possible given the nature of this maintenance -- the network will be hard down so any requests to our NYC IPs won't be served. As a result the errors/messages shown when trying to reach the IPs will be out of our control (you'll get a timeout on ping, "can't reach this site" in browser, etc.). I agree it would be helpful but sadly it just isn't practical to setup in this case. As for notifications we will be relying on our status page at for that throughout the maintenance window.
  6. Brian

    Ticket ELR-200-50286

    This issue has been resolved per a previous reply to your ticket and we've also updated explaining how to bypass the Cloudflare issues you've experienced.
  7. Brian

    Node js application not working

    Welcome to the forums! I believe you have an existing ticket open regarding this issue and I do apologize that ticket was not updated sooner. It looks like the staff member the ticket was assigned to is actually on leave for a bit, we didn't notice the ticket was overlooked, and as a result the ticket sat without a reply. That's my mistake With that said unfortunately I don't know what's causing this particular problem with your Node.js application so I don't have an answer for you here right now. Maybe someone in the community can assist otherwise I've made sure your existing (and already escalated) ticket is re-assigned so hopefully we can debug this through there.
  8. You're right about that and we're actively working on improving that portion of our site / signup process
  9. The system is a cloud hosting server. All of our shared, cloud hosting, reseller, and semi-dedicated servers in New York City are on our cloud infrastructure.
  10. Brian

    Mailbox format - (maildir, mdbox)

    Hi there! I see ticket ID EOA-973-63985 has been escalated to our senior tech queue as this is not a common request and will require review / approval. Our team should update you today through your ticket whether or not we're able to complete this for you. Thank you for your patience!
  11. Brian

    Speed up Website with Hosting has a good breakdown of features by plan. Inside your Cloudflare account it also shows which features are only available on paid plans. There is no reason to upgrade to a paid plan unless you need one of the missing features, performance / caching / protection are all going to be the same otherwise.
  12. This sounds like your local network IP may be blocked by our firewall. Alternatively if the site in question was just recently moved to our servers it may be due to your local cache resolving to the old IP. If you submit a ticket through our helpdesk team should be able to pin down the cause and get this working for you :)
  13. Brian

    Speed up Website with Hosting

    This is another good suggestion! Cloudflare can definitely help speed up your site outside of improvements to your applications / files directly.
  14. Brian

    Cpanel Resource Statistics Delay

    The statistics shown in cPanel for resource usage are not real time so there will be a delay between what's shown in cPanel compared to your actual usage. The best way to see your accounts real time usage is to login via SSH and use the top command to show your running processes, CPU / RAM usage, etc.
  15. Unfortunately using those nameservers on a cloud server is not possible. The nameservers need to be registered to a domain name which you own or control.
  16. Those fields are for your nameservers, so if your domain name was and you wanted to use ns1/ on the cloud you'd fill out of those fields as: NS1 Prefix: NS2 Prefix: These can always be changed in the future
  17. Brian

    So, how about .NET Core anyone?

    Unfortunately I can't provide any personal insight into this as I've never run .NET Core. With that said reviewing it looks like both CentOS and Ubuntu are supported and both of those OS are available with our cloud/VPS plans. Seems the installation is relatively straight-forward and can be done via package manager so at the outset you *should* be able to run this on a VPS with us. Hopefully someone else can chime in with some more hands on experience and insight
  18. We do have other locations you can use if Los Angeles is not fast enough for your upload speeds. Often times users from the Asia/Pacific region host in our Hong Kong or Singapore datacenter. You can use the speedtests from our site at to see which is best for you and then our support team can move your account to a new datacenter if you wish
  19. The bounce messages provided show the receiving email server denying the messages as a high risk of spam, either due to characteristics of your email matching other spam they've seen or from your email being reported as spam directly. It's also possible the bounces are due to the sending IP reputation though that's not often the case. To properly investigate this for you please submit a ticket at and provide us with the full headers of one of the emails you've sent that has been bounced with that error. With that information we should be able to determine why exactly it's being blocked and take the necessary steps to resolve this.
  20. That is the likely scenario for when we open a cloud infrastructure in an existing datacenter. With that being said right now New York City is our only active cloud hosting environment and I cannot say exactly when our other locations will be converted to a cloud infrastructure, though we are actively working on that for a few locations
  21. Hello! The features, resource allocations, software, and all other aspects of the plans are exactly the same. The difference between our regular shared hosting and cloud hosting is that the cloud plans are based in a fully redundant and fault-tolerant hosting environment. You're less likely to experience downtime due to server or hardware issues since we can automatically move you to a new server if the one you're on does crash. That is a feature which we can only offer in the cloud hosting plans that is not available on our regular shared plans. Right now our cloud hosting is only available in our New York City datacenter. We're working on expanding the services to other locations soon but for now if you sign up and want to use cloud hosting you should pick New York City on the order form
  22. Brian


    Hi! Your site is loading from here and two other networks I've tested, as a result unfortunately I'm unable to replicate the redirect error you're seeing. If this issue is still happening on your side please submit a ticket at so our helpdesk team can investigate further. Thank you!
  23. Brian

    Responsive Design Test

    Hello! I wasn't sure if you were referring to responsive web design or actual speed / performance so here's one for each: Make sure your site is mobile friendly and see a screenshot: Test your sites speed / response time from various locations and receive a detailed report on what to improve: There are definitely other tools out there for this but I'd start with those. Good luck!
  24. Hi! Your site would need an index file to display your content, otherwise it will display our default splash page (index.hawkhost) as a placeholder. If you need help uploading your files or modifying your account you'll want to open a ticket with our helpdesk team. That can be done through
  25. Brian

    Account Disabled

    Hello! If your account was disabled for sending spam then an abuse ticket would have been opened on your account. Please review and reply to that ticket through so our abuse team can work with you to enable the account and resolve this issue. Thanks!