Greyscale

My notebook

Greyscale

General Macros

General Macros

Reply to Customers

In order to help us determine the factors that are contributing to this issue, can we ask for some additional information?
 
 
1) Please provide the replication steps.
 
2) Are you getting an error message? If so, please take a screenshot.
 
3) Can we ask for log in information?
 
These pieces of information are necessary in troubleshooting. We look forward to your response.
 
Kind Regards,
Please provide your IP address to check connections. You can get it by googling “what’s my IP” or by clicking the link below.

http://ipfinder.us/

To assure the security of the account, please provide the following information.

1) Your support pin from inside your Client Area at https://my.a2hosting.com/clientarea.php

2) One of the following:
a) Primary Email on the client’s account.
b) Last four digits of the phone number on the account.
c) Primary account holder’s last name.

We look forward to your response.

Best Regards,

Hi there!
 
Thank you for chatting with me today! Here is the instruction on how to backup the files in the File Manager
 
How to Compress Files in the File Manager
  1. Go to the folder where the files are.
  2. Hit ‘Select All’ to highlight everything there and hit ‘Compress’ at the very top
3. Once it’s done archiving, close the little box the will pop up
4. Reload the File Manager
5. Go back to public_html, look for .zip file
7. Double click on the zip icon then it will download the file.
 
Hello there,
 
Thank you for contacting A2 Hosting Support, I will be more than glad to assist you.
 
It is really good to always keep your website up to date. I linked an article below on how to upgrade your PHP version.
 
https://www.a2hosting.com/kb/cpanel/cpanel-software/changing-php-versions-and-settings-in-cpanel
 
Please note that updating the PHP can make or break the website. We recommend taking a full backup of your files before doing the update. Kindly review your plugins and themes as well to make sure that they are compatible in PHP 7.4.
I hope you find this information helpful. If you have any other queries, please let us know. We’ll be glad to help.
 
***IMPORTANT:
Issues caused by updating PHP versions happen when code running on your site uses old functions that are no longer supported by newer versions of PHP. The culprit is likely to be a plugin or an active theme. You and your developer may need to check the version of PHP and your developer may be able to ensure that your account is set to use the PHP version required by this scripting.
 
Best Regards, 
 
Hello there,
 
Thank you for contacting us today.
 
We have successfully changed the primary email address of the account to [EMAIL] as you requested.
 
Let us know if there’s anything else we can further assist you with.
 
Thanks, 
 
Hello there,
 
Thank you for contacting us today.
 
Below is our TXT record.
 
[TXT Record]
 
If you prefer the HTTP method. Below is the instruction.
 
1. Kindly log in to your client area. https://my.a2hosting.com/clientarea.php >> Go to Services >> My Services >> Click on RapidSSL Certificate >> Scroll down to the very bottom and click on “Download Auth File.
 
2. Upload it to a path that can be accessed as below:
example.com/.well-known/pki-validation/fileauth.txt
 
3. Once done, go to the URL provided above to verify your file is publicly visible. Then click check to verify and complete your domain validation.
 
I hope you find this helpful!  Should you need further assistance, feel free to write back to us, we’re more than willing to assist.
 
Have a nice day!

Hello there,

Thank you for contacting A2 Hosting Support, I am sorry to learn about the issue that you are experiencing with the website. We know how important it is for your business, we are pleased to help you in any way possible.

Upon reviewing your account, it appears that you surpass the limit for the resources.

Each cPanel has a finite limit of Memory, CPU, processes etc. If your site reaches or surpasses these limits it will start to function poorly or not as all. These limits cannot be adjusted on our shared hosting platform, we recommend reviewing the site and make any changes possible to ensure that it does not reach those limits. The following information gives you some detail on the usage experienced and some methods of monitoring and resolving the issue.

Resource limit information
https://www.a2hosting.com/kb/cpanel/cpanel-logging-features/resource-limit-information

How to monitor resource usage
https://www.a2hosting.com/kb/developer-corner/linux/monitoring-resource-usage

High CPU usage on shared hosting accounts
https://www.a2hosting.com/kb/a2-hosting-products/smart-system-notifier/high-cpu-usage-on-shared-hosting-accounts

Lower WordPress resource usage switching to a VIRTUAL cron job
How to set up a WordPress cron job
https://www.a2hosting.com/kb/installable-applications/optimization-and-configuration/wordpress2/configuring-a-cron-job-for-wordpress

If your website is no longer suited for Shared Hosting A2 Hosting provided VPS solutions to help you get the resources you need. Migration to
a VPS from a current A2 Hosting plan is handled by our team.

MANAGED VPS HOSTING
https://www.a2hosting.com/vps-hosting/managed

I hope you find this information helpful. If you have any other queries, please let us know. We’ll be glad to help.

Best regards,

Hello there,

Thank you for contacting A2 Hosting Support, I am sorry to learn about the issue that you are experiencing with the website. We know how important it is for your business, we are pleased to help you in any way possible.

I am able to replicate the issue, indeed the website is a bit slow. If we are to check the contributing factors, here are the results.

First is the server. Fortunately, I did not found any issues ongoing with the server. The CPU usage is good, no problem with the heartbeat of the website and no high demand of bandwidth. The caching recommended are well configured as well. The server itself is in optimal speed. Please check the link below

{link the GTmetrix of A2 server}

Then, if we are to review the website itself, you will see that is score {GTScore}. You may click the link below for details.

{link the GTmetrix of the website}

The ‘Summary’ tab will indiate what is the cause of the website’s slowness, while the ‘Waterfall’ will show the plugin status. As you will notice, there are some images/videos/contents that are too heavy to load. This means the website needs optimization.

I have linked an article below that might help you in optimizing the website.

https://www.a2hosting.com/kb/installable-applications/optimization-and-configuration/optimizing-website-performance

I hope you find this information helpful. If you have any other queries, please let us know. We’ll be glad to help.

Best Regards,

Emails

We will need a bit more information to troubleshoot this.

Please provide the following :

1) The sending email address (FROM):

2) What is the recipient email address (TO):

3) What is the subject of the message

4) Please go to this URL and tell us what it says your IP address is : https://ipfinder.us

5) How are you sending the email – via Webmail, an email client like Outlook or Thunderbird, your web application, PHPMailer, etc.

6) What error are you seeing and can you provide a screenshot of it

7) Please provide the full email message header from one of the emails sent that is behaving this way – this article will show you how to get it :

https://www.a2hosting.com/kb/getting-started-guide/setting-up-e-mail/viewing-e-mail-message-headers

*** IMPORTANT: Once you have the full message text with all the headers included, please save this complete text to a plain text file (copy and paste to the Notepad text editor, for example). Please attach the file to this ticket to ensure that important troubleshooting information is not removed by mail processing software.

Hello there,

Thank you for contacting A2 Hosting Support, I will be more than glad to assist you.

The account got suspension because of a compromised email account. The emails were sent using [EMAIL ADDRESS]  and that account’s password, rather than any kind of malicious code injected on your site or spoofing of the email address. Typically an email account’s password is compromised in one of a few ways:

1) A too simple password (a common word found in the dictionary etc)

2) A password that is used on other sites (usually in conjunction with the email address)

3) Malware or virus on the computer used to check the email account (either from an infected website or a link found in an email to any account that can infect the host computer).

Unfortunately, there is no way for us to tell how your email account’s password was compromised, but the above are the most common methods. To resolve this we just need to ensure you have had a chance to scan any devices used to access this email account for viruses and malware to prevent further intrusion and once this is completed change the password to something unique and strong. Please let us once you have done the suggested resolution. We look forward to your response. Best Regards

Hello there,
 
Thank you for contacting A2 Hosting Support, I am sorry to learn about the issue that you are experiencing with the email. We know how important it is for your business, we are pleased to help you in any way possible.
 
We recommend using the settings below to connect to your email client. 
 
Secure SSL/TLS Settings
Username: email address
Password: Use the email account’s password 
Incoming Server: mail.domain.com or server
IMAP Port: 993 POP3 Port: 995
Outgoing Server: mail.domain.com or server
SMTP Port: 465
IMAP, POP3, and SMTP require authentication.

Non-SSL Settings 
Username: email address
Password: Use the email account’s password 
Incoming Server: mail.domain.com or server
IMAP Port: 143 POP3 Port: 110
Outgoing Server: mail.domain.com or server
SMTP Port: 2525
IMAP, POP3, and SMTP require authentication.

If the issue persists, we will be needing the following information.
 
1. Please provide your IP address to check connections. You can get it by googling “what’s my IP” or by clicking the link below.
 
http://ipfinder.us/
 
2. Are you getting an error message? If so, please take a screenshot and sent it to us.
3. Please take a screenshot of the settings you are using, we will need the screenshot of all tabs including Advanced Settngs.
4.  What is the email address you are connecting.
5. What is the email client you are using. 
 
These pieces of information are really helpful in troubleshooting. We look forward to your response.
 
Best Regards,
Hello there,
 
Thank you for getting back to us.
 
We have created a ticket with MailChannels for the continuance of the investigation for the issue you are experiencing. The investigation is still ongoing and we are still waiting for their response.
 
We will surely send you an email update once we receive a response from them. I hope you understand.
If you have other questions or queries, just let us know, we will be glad to assist you.
 
Best Regards,

Disclaimer

Hello,
 
We actually have a partnership with Codeable. I am not sure if you are familiar with them, but they are a freelancer marketplace focused on WordPress development. With our partnership with Codeable, if you sign up for an account, they will give you $60 credit towards your first project just for being an A2 Client.
 
We vetted Codeable and are happy with their commitment to customer service. Their developers are required to follow strict guidelines to ensure that your project is a successful one. Over 98% of the projects completed by Codeable have received a 5 out of 5 star rating.
 
You can learn more about our partnership here: https://www.a2hosting.com/wordpress-hosting/codeable
You can receive your $60 credit by going here: https://codeable.io/partners/a2hosting/
You can review frequently asked questions by going here: https://intercom.help/codeable
 

Hello,

Thank you for contacting A2 Hosting Support.

We do not recommend changing the primary domain. Changing the primary domain can break your site. The services of a skilled developer or administrator may be required after the change. The following things need to take place before we can process your request:
*Remove any parked and/or addon domains associated with the account (these can be re-added once the domain name change takes place)
Please reply when this is complete and we will process your request. Also note that once the primary domain name is changed any address associated with the old domain will be updated to the new domain. This includes cPanel, FTP and mail:
http://www.olddomain.tld/cpanel will now be http://www.newdomain.tld/cpanel
ftp.olddomain.tld will now be ftp.newdomain.tld
mail.olddomain.tld will now be mail.newdomain.tld
emailaddress@olddomain.tld will now be emailaddress@newdomain.tld

We look forward for your response.

Thanks,

Kindly check your password by clicing the link below:
 
domain.com/webmail
 
Here are the various email settings you can use.
 
IMAP SSL Email Client Settings:
SSL Incoming Mail Server: SERVER
SSL Incoming Mail Port: 993
Username: Full Email Address 
Password: Password for email address
SSL Outgoing Mail Server: SERVER
SSL Outgoing Mail Port: 465
**Outgoing Server Requires Authentication*
Outgoing (SMTP) Username: Full Email Address 
Outgoing (SMTP) Password: Password for email address
 
IMAP Non-SSL Email Client Settings:
Non-SSL Incoming Mail Server: mail.DOMAIN.COM OR SERVER
Non-SSL Incoming Mail Port: 143
Username: Full Email Address 
Password: Password for email address
Non-SSL Outgoing Mail Server: DOMAIN.COM OR SERVER
Non-SSL Outgoing Mail Port: 26 or 587 (25 is default}
**Outgoing Server Requires Authentication*
Outgoing (SMTP) Username: Full Email Address 
Outgoing (SMTP) Password: Password for email address
 
POP3 SSL Email Client Settings:
SSL Incoming Mail Server: SERVER
SSL Incoming Mail Port: 995
Username: Full Email Address 
Password: Password for email address
SSL Outgoing Mail Server: SERVER
SSL Outgoing Mail Port: 465
**Outgoing Server Requires Authentication*
Outgoing (SMTP) Username: Full Email Address 
Outgoing (SMTP) Password: Password for email address
 
POP3 Non-SSL Email Client Settings:
Non-SSL Incoming Mail Server: mail.DOMAIN.COM OR SERVER
Non-SSL Incoming Mail Port: 110
Username: Full Email Address 
Password: Password for email address
Non-SSL Outgoing Mail Server: DOMAIN.COM OR SERVER
Non-SSL Outgoing Mail Port: 587 (25 is default, you can also try 2525)
**Outgoing Server Requires Authentication*
Outgoing (SMTP) Username: Full Email Address 
Outgoing (SMTP) Password: Password for email address
 
We also have a great knowledge base article on this here:
https://www.a2hosting.co.uk/kb/getting-started-guide/setting-up-e-mail/accessing-e-mail-accounts-with-client-applications
 
And various email client setups can be found here:
https://www.a2hosting.co.uk/kb/getting-started-guide/setting-up-e-mail/e-mail-client-application-setup
 
If you still can not connect. Please send us screenshots of your settings as well as the IP address from the device. You can find your IP address at http://ipfinder.us/
 
 

Put a note on the client’s account in WHMCS. “Failed verification attempt DATE”


Send an email to:
– mgmtqueue@a2hosting.com
– rcollins@a2hosting.com (please  CC)

with the following details:


Use the following subject: Client Verification Failed – Domain.com


In the email body, include the following:

First and Last Name of a person unable to verify:

The primary domain they are trying to access:

Contact’s Email Address (make sure not to use login email!):

Contact’s Phone number:

Any additional items to note from the conversation:

Hello

Thank you for contacting A2 Hosting Support, I will be more than glad to assist you.

The initial email from us is an automated email from Patchman. Patchman is an automated service that runs on all of our shared/resellers hosting servers that will automatically patch any outdated software on your account. These emails are sent one week in advance before Patchman automatically patches software for you – you do not need to take any action, Patchman will perform the patch for you. We have more information here:

https://www.a2hosting.com/kb/cpanel/advanced-features/patchman

Please let us know if you have any questions or concerns.

Regards,

We will be glad to assist you with your request to enable root access. We can convert your VPS to the Core package (Managed VPS with Root), but there’s a few things you should know beforehand:

1. We would need to remove the CloudFlare cPanel plugin. If CloudFlare is required, you may reinstall the plugin manually, or sign up directly at CloudFlare’s site.

2. We may not be able to troubleshoot certain issues If changes made by the user stray too far from the base configuration and cause a conflict.

3. This is irreversible.


Please confirm that you would like to proceed and we can go ahead and get started.

Name Servers & dns

ns1.supercp.com 
ns2.supercp.com 
ns3.supercp.com 
ns4.supercp.com 
 

dns1.name-services.com
dns2.name-services.com
dns3.name-services.com
dns4.name-services.com
dns5.name-services.com

 

https://help.enom.com/hc/en-us/articles/115000486451-Nameservers-NS-#default

 

ns1.a2hosting.com

ns2.a2hosting.com

ns3.a2hosting.com

ns4.a2hosting.com

ns5.a2hosting.com

A Record:
Host: mail.
Points to: IP Adress
TTL: 14400
 
MX:
Host: @
Points to: mail.bdembassyusatracking.org
Priority: 0
 
———————————————————————————————- OR ———————————————————————————————-
 
MX: 
Host: mail.domain.com
Points to: server
Priority: 0