General - FAQ

Why can't I see my web site yet?

It takes between 24 and 72 hours for ISPs around the world to update their DNS servers with new domain information; there is nothing Libyan Spider Network Web can do to speed up this process. Until your ISP has updated its DNS records fromInterNIC, you may not be able to access your Web site via the domain name.

During this time you can access your website using the preview URL given in your welcome email, which is in the form of http://server.ip.number/~username/.

You can check up on your DNS propagation [WHOIS] by entering your domain name here.

Why doesn't my page load properly? What file types are supported?

Normal web page file names should end with ".html" or ".htm". SSI (server-side include) files must end with ".shtml" to be parsed. CGI file names must end in ".cgi" or ".pl" (if they are written in perl).PHP file names must end in ".php" to be parsed.

If no filename is specified in a URL, the server will look for an index page, for example index.html, index.htm, index.shtml or index.php. If you have two index files, such as "index.html" and "index.php", in the same directory, the .html file will load.

Above all, remember that filenames are case-sensitive, so index.html, Index.html, and index.HTML are three completely different file names as far as the server is concerned.

What happens if I exceed my bandwidth allocation?

Firstly, very rarely do any of our customers exceed their data transfer allocation. All of our plans offer far more than the average website would ever use; in fact the majority don't even exceed 1 or 2 GB per month.

In the unlikely event of you exceeding your limit, we will not simply suspend or delete your account without notice. We will contact you to let you know, and to find out if there is any action you can take to ease the strain. If it's impossible to work anything out, we will implement a charge of $4 per GB, or upgrade your plan, whichever you prefer.

If you think you'll go over your monthly transfer, it is recommended that you purchase additional bandwidth ahead of time.

Why is your bandwidth not "Unlimited"?

There are a few hosting companies quoting "unlimited" or "unmetered" bandwidth allocations. To the average customer this seems to be a very good deal. However if you check the TOS of those companies you will find that they have the right to delete your site without warning or refund should they feel you are using too much bandwidth. This is usually stated something like "excessive use" or "draining system resources". They say this clause is to protect all users on their servers. The real issue is that they definitely have a limit but are not prepared to tell you what it is.

They need to have this clause because every GB of bandwidth (or data transfer) costs money. Many companies offering "unlimited" transfer have found that they cannot sustain their service without regularly removing accounts.

Libyan Spider Network Web offers high bandwidth usage to all our customers with no automatic removal of sites for exceeding their allocations. We tell you up front how much bandwidth you have each month, and show you, via your web site statistics, how much of that allocation has been used. If your website requires more bandwidth, we charge 10 L.D per extra GB, or upgrade your plan. It's up to you

Can I host adult content?

Sorry, no. Under no circumstances does Libyan Spider Network Web allow adult content on our servers, nor do we allow links to adult content. Please read our Terms of Service for more information on what kind of content is permitted on our servers.

Do I get site logs or statistics?If so, how?

Every account comes with raw access logs and website statistics.If you log into your control panel at http://yourdomain.com/cpanel, you can then click on "Raw Access Log" or "Raw Log File" to download your compressed raw logs. You will also find your website statistics in the same menu ander various headings, as there are different types of stats programs available.

Why do I have less storage space than I signed up for?

In order to better monitor site usage, accounts are initially set up with about half of the total quote of space and/or data transfer allowed. These resources can then be increased as they are needed.

If you ever need more space or data transfer, simply contact us to request it, and your resources will be increased. Don't worry, you will get what you signed up for! :)

If you need more space than your package allows, you can upgrade to the next package.

What time zone are the servers set to?

All cPanel servers are Central Standard Time (GMT -2) and adjust for daylight savings time. Help!

My domain is down! What's wrong?

Try accessing your site via the server IP. To do so, connect to FTP using the server IP as the host, and to your site on the web with your preview URL, http://serverIP/~username

If you can connect to the server IP, then there is a DNS error with your ISP, which will be resolved when they update their DNS tables (which every ISP usually does once every 24-48 hours). Until it is resolved, you can access webmail by logging in to http://serverIP/cpanel and clicking on webmail, or by using the server IP as the mail server. You can also try using our proxy browsing utility.

If you cannot access the IP, there is a connection down somewhere between the server and your ISP, which you can find by doing a traceroute. To perform atraceroute on Windows:

• Click the "Start" button
• Click "Run"
• Type in "command" or "cmd"
• In the command window, type "cd." until you are in C: Type "tracert www.yourdomain.com"

This will count the hops to the server, and the time it takes to connect. If you see "Request timed out," that's where the connection is broken. Unfortunately there is nothing you or we can do, in this case, until the line is repaired by whichever telecommunications company is responsible for it.

You can perform a traceroute from a remote system (to see if another system can access it) by going to dnsstuff.com and entering your domain name in the "tracert" box.

Finally, when you log in to your account info you will see a server status indicator, which will indicate whether or not the libyanspider.com server can connect to your server.

If all of these steps still indicate that the server is actually offline, please submit a support ticket.