Before contacting us for support, please search the below resources for a solution to your problem. If you can't find the answers there, check with our forum. If it doesn't help, contact support@h-sphere.co.uk. To ensure prompt resolution of your problems, give a clear and detailed description of your SiteStudio or H-Sphere problem:

Make sure to describe different problems in different e-mails or trouble tickets, as they are most likely to be answered by different support representatives. Also, please understand that our support staff rotates every day, and the person who is dealing with your problem today may not be the one who answered you yesterday - which is why we don't provide phone or icq support.

Please mind that a correctly asked question contains half of the answer.

H-Sphere-related support requests:

Before sending a support request related to H-Sphere, make sure to go through our Admin FAQ and User FAQ.

In your support request please specify who you are so we can identify you using our customer database. If you are a reseller, please contact your hosting provider first, and if they have been unable to help you, write to us giving the name of your provider and their reply to you. We don't support end users.

• Your control panel URL;
• Your admin CP and CP server root passwords if they have been changed;
• The exact version of your H-Sphere;
• IP addresses of the problem servers, if applicable;
• Problem user/reseller accounts, if applicable;
• Passwords to the problem user packages or services such as FrontPage, MySQL databases, etc.;
• Symptoms of the problem, examples;
• Related error messages from your web interface, support center, and log files;
• Related screenshots of the cp interface.
• The documentation you have followed (give quotes where necessary).

Here are examples of support requests:

Example 1:

Hello support,
I have recently had H-Sphere installed. My control panel login data:
CP URL: ...
CP admin password: ...
Root password: ...
Problem description: Disk quota in my customers' control panels is 0 and they can't change it.
Affected accounts: 1056, 1132, 2243 and 2308.
Screenshots of user control panels attached.

Example 2:

Hello support,
My reseller examplehosting has billing problems with one of his customers. My control panel login data:
CP URL: ...
CP admin password: ...
Affected account: 2308.
Problem description: The customer signed up on 1/1/2003 and paid the normal monthly fee. On 15 Jan 2003, he reached the traffic limit of 7.5GB. He should be charged for all the bandwidth from 15 Jan till 31 Jan at the overusage rate. However, February 1st, he got charged the normal monthly fee again. The fee for overusage bandwidth was not charged as it should have been according to your documentation at http://www.psoft.net/HSdocumentation/admin/billing.html#traffic

SiteStudio-related support requests:

Before sending a support request related to SiteStudio, make sure to go through our SiteStudio FAQ as there is about 80% of answers to all of your questions.

In your support request please specify what type of SiteStudio you have: standalone SiteStudio, under CPanel, Plesk or H-Sphere-integrated SiteStudio.

Generally, your support request should contain the following:

• SiteStudio URL;
• Access (login and password) to your server;
• IP addresses of the problem servers, if applicable;
• SiteStudio version;
• Symptoms of the problem with examples;
• Step-by-step description of the problem, if problem repeats;
• Related error messages from your web interface, support center, and log files;
• The documentation you have followed (give quotes where necessary).

Specifically for owners of H-Sphere-integrated SiteStudio:

• H-Sphere CP URL;
• Problem user account;
• An account that can be tested.

Here are examples of SiteStudio support requests:

Example 1: (stand-alone SiteStudio)

Hello support,
I have recently had SiteStudio installed. My login data:
CP URL: ...
login and password: ...
Root password: ...
Problem description: Images I've uploaded didn't appear on the website.

Example 2 (H-Sphere-integrated SiteStudio):

Hello support,
My customer examplehosting created a website using SiteStudio. My control panel login data:
H-Sphere CP URL: ...
CP admin password: ...
Affected account: 3143.
Problem description: my demo of site builder no longer works and we have just noticed it.

Responding to trouble tickets:

FAQ

• H-Sphere 2—Pre-sales FAQ
• H-Sphere 2—Admin FAQ
• H-Sphere 2—User FAQ
• SiteStudio
• WebShell 2.4

Online Documentation

• H-Sphere
• SiteStudio

Integrated Third Party Products

Even though we integrate the below products into H-Sphere, we don't assume any responsibility for the bugs in their source code. Should you have any problems with these products, please contact the developers.

osCommerce www.oscommerce.com
"osCommerce is an online shop e-commerce solution under on going development by the open source community. Its feature packed out-of-the-box installation allows store owners to setup, run, and maintain their online stores with minimum effort and with absolutely no costs or license fees involved."

Miva Merchant www.miva.com
"Miva Merchant is a dynamic browser based storefront development and management system that allows merchants to create and administrate multiple online stores from anywhere in the world."

Webalizer www.mrunix.net/webalizer/
"The Webalizer is a fast, free web server log file analysis program. It produces highly detailed, easily configurable usage reports in HTML format, for viewing with a standard web browser."

ModLogAn jan.kneschke.de/projects/modlogan/
"ModLogAn is a modular logfile analyzer which is able to analyze logfiles from 15 different server types."

Urchin www.urchin.com
"Urchin is the fastest and most accurate web analytics (web statistics) software available." It is a commercial product and is available for Windows 2000, Linux RedHat, and FreeBSD platforms.

phpBB www.phpbb.com
"phpBB is a high powered, fully scalable, and highly customisable open-source bulletin board package. phpBB has a user-friendly interface, simple and straightforward administration panel, and helpful FAQ. Based on the powerful PHP server language and your choice of MySQL, MS-SQL, PostgreSQL or Access/ODBC database servers, phpBB is the ideal free community solution for all web sites."

eXtropia WebBBS www.extropia.com/scripts/bbs.html
"WebBBS allows a user to post messages as well as post replies to existing messages. WebBBS keeps track of which messages are posts and which ones are replies and displays them in a hierarchical tree-like fashion. Posts that start new topics are at the top of each tree, and the replies are shown indented beneath the original posts."

BS Counter www.stanback.net/programming/bscounter
"This is a web hit counter/tracker written in Perl, features include: blocking of multiple hits from the same user, insertion of commas, text-based or graphical modes, supports multiple counters from the same script, and tracks users' browsers, operating systems, locations, top 20 referrers, and top 20 search engine keywords. (requires SSI OR GD.pm)"

eXtropia WebChat www.extropia.com/opensource.html
"WebChat is a useful application that allows a number of people on the World Wide Web to talk to one another simultaneously. The ability to chat on the Web can be a quick way to hold a virtual meeting."

FormMail www.scriptarchive.com/formmail.html
"FormMail is a generic WWW form to e-mail gateway, which will parse the results of any form and send them to the specified user. This script has many formatting and operational options, most of which can be specified through the form, meaning you don't need any programming knowledge or multiple scripts for multiple forms. This also makes FormMail a perfect system-wide solution for allowing users form-based user feedback capabilities without the risks of allowing freedom of CGI access."

eXtropia WebGuestbook www.extropia.com/opensource.html
Extropia WebGuestbook is "configurable so that you can specify what your guestbook file looks like and how the script-generated responses are displayed. If configured to do so, WebGuestbook will email the guestbook administrator the text of new entries as well as add them to the guestbook. The script will also respond to new entrants with a configurable "Thank you" message... Finally, the application comes with the capability of 'four letter word' filtering for a child-safe guestbook. You can censor words by adding them to a list of 'bad words'."

mnoGoSearch www.mnogosearch.org/
"mnoGoSearch (formerly known as UdmSearch) is a full-featured web search engine software for intranet and internet servers. mnoGoSearch software has a number of unique features, which makes it appropriate for a wide range of applications from search within your site to specialized search systems such as cooking recipes or newspaper searches, ftp archive search, MP3 search, news articles search or even national-wide portal search engine."

ezmlm www.ezmlm.org
"ezmlm is a modern mailing list manager. Its purpose is to efficiently send a message to a large number of recipients with minimal delay. It allows automated additions and subtractions from the subscriber database. In addition, it may keep an archive of messages. It can also impose restrictions on what may be sent or retrieved and by whom. Some mailing list managers keep a database of subscriber information and tailor the message specifically for each subscriber. ezmlm sends the same message to all subscribers. This is much more efficient. The benefits to the user are that on average posts to ezmlm lists reach subscribers much faster than they would with other mailing list manager."

Products Used by H-Sphere

Java (Sun's central site | Current API docs) http://www.javasoft.com/

Freemarker freemarker.sourceforge.net
Positive Software uses Freemarker 1.5.1 template format for H-Sphere and SiteStudio. Please refer to this site for detailed information about the format and capabilities of Freemarker.

Apache http://www.apache.org/
The Apache web-server is used as the back-end for all of PSoft applications running on the Unix platform. More information about configuring and maintaining Apache is available at the Apache project site.

Postgresql http://www.postgresql.org/
While our products are designed to work with any SQL-compliant database server, PostgreSQL is the server we use for internal development and testing. Their website not only explains how to properly set up this free database, but also has some information about SQL in general.

HTML (reference | tutorial) developer.netscape.com

XML (reference | specifications) http://www.oasis-open.org/

CGI (guide | tutorial) cgi.resourceindex.com

Perl (info) http://www.perl.org/

PHP http://www.php.net/ and http://www.zend.com/

qmail http://www.qmail.org/top.html
"qmail is a secure, reliable, efficient, simple message transfer agent. It is designed for typical Internet-connected UNIX hosts. As of October 2001, qmail is the second most common SMTP server on the Internet, and has by far the fastest growth of any SMTP server."

vpopmail http://www.inter7.com/vpopmail.html
"vpopmail (vchkpw) is a collection of programs and a library to automate the creation and maintenance of virtual domain email configurations for qmail installations using either a single UID/GID or any valid UID/GID in /etc/passwd with a home directory. Features are provided in the library for other applications which need to maintain virtual domain email accounts. It supports named or IP-based domains. It works with vqadmin, qmailadmin, vqregister, sqwebmail, and courier-imap. It supports MySQL, Sybase, Oracle, LDAP, and file-based (DJB constant database) authentication. It supports SMTP authentication combined with the qmail-smtp-auth patch. It supports user quotas and roaming users (SMTP relay after POP authentication)."