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Hi Krydos, thanks! At first glance, everything looks good now. I can log in to all the accounts, and the connection speed is good as well. I'll continue testing over the next little while, but so far everything seems to be working as expected. Thanks again!

Alright, the additional FTP accounts have been recreated. Are you able to login to them all, and are they jailed to the correct directories?

Just another update: I have now submitted a new password for dl5ark_arcor via the password reset page. Perhaps it will be sufficient to simply assign this new password to the account. Thank you again for your help!

Just an update: Surprisingly, two of the FTP accounts are now working: dl5ark_webcam1 dl5ark_metofficewow Only dl5ark_arcor is still not working. When I try to log in with dl5ark_arcor, I get the following error: Login as dl5ark_arcor... Login failed (Login incorrect.) Could you please check that account as well? Thank you!

I noticed that in the HelioHost control panel, under Account → Resources, it shows Additional FTP accounts: 3 used of Unlimited. Therefore, I assumed that the FTP accounts still existed and that only their passwords had been lost. If that's not the case, here are the exact FTP account details. I changed the usernames when I recreated them back in January 2023: Server: ftp.dl5ark.heliohost.org Username: dl5ark_arcor Path: Home directory → public_html → arcor Server: ftp.dl5ark.heliohost.org Username: dl5ark_webcam1 Path: Home directory → public_html → webcam1 Server: ftp.dl5ark.heliohost.org Username: dl5ark_metofficewow Path: Home directory → public_html → MetOfficeWOW I hope this helps. Thank you again for your assistance!

Alias added. It can take up to 2 hours for the new domain to function.

Hi, my username is campusgiraffen on Johnny. Could you please add the domain campusgiraffen-bielefeld.de (and www.campusgiraffen-bielefeld.de) to my account, pointing to the same document root as my existing site (httpdocs of campusgiraffen.helioho.st)? A domain alias would be perfect. At the moment no vhost on Johnny matches campusgiraffen-bielefeld.de, so requests for it end up on the default page over HTTP and on the Plesk login screen over HTTPS. My WordPress currently runs under campusgiraffen.helioho.st; as soon as the domain is added I will switch the site URL over and issue a Let's Encrypt certificate for it. DNS is hosted externally at Hetzner and already points to Johnny: A 64.62.151.106, AAAA 2001:470:1:1ee::2009. The dashboard says adding domains on my own is not implemented yet and asks me to open a ticket, so here it is. Thank you very much!

Was there a problem with this link? I don't see any record of it being used.

Are these FTP accounts supposed to be jailed to some subdirectory or have access to your whole account?

Glad to hear it’s working for you. Please let me know if you need anything else.

My app just came back online and also I could connect to the MariaDB. Everything is working. Thanks!

Node has been turned off on your domains and the node modules and cache folders have been removed. You're now sitting around 908MB. You should be able to download the backup directly from the backup/restore page in Plesk (there's an arrow on the far right to download). Is the option missing for you?

Disk space is not real-time and can take up to 24 hours to reflect after changes are made. I manually recalculated the disk space for you and it dropped from 926 to 143MB used. Do you still want your account reset?

Application pool should be fixed. I just recycled it and the error went away. The second application is technically the www subdomain. I'm not sure what triggered that error, as every single user has two applications due to www and nobody else had this error. If it happens again, let me know and we can look into it further. As for the database, I've added that IP as allowed for mysql in the firewall. Your SQL user is already enabled for remote access to % so shouldn't need to worry about that. SQL Server doesn't have an IP restriction, so that should just work if you use it.

Hi! I'm getting 503 error on Lily: HTTP Error 500.35 - ASP.NET Core does not support multiple apps in the same app pool. It started some days ago. Please, could you help fix that? It seems that another app has been added to the pool. I think it works on .NET Framework apps, but .NET Core apps have this limitation. Another question: is it possible to free remote access to my IP on my Lily database? I got it a long time ago, but I've dynamic IP, so it changed and I can't connect anymore. Site: https://rpaladino2.heliohost.org/ - it's on Lily server User: paladino My IP: 137.131.231.196 Thanks!

Hello HelioNet Support Team, I am writing to request an Account Reset for my account with username wilsonoey. Issue Description: After uninstalling the Moodle package via Softaculous, the memory/disk usage on my account did not automatically decrease. The package has been permanently removed, but the memory quota still reflects the previous usage as if Moodle is still installed. I have already attempted to resolve this on my end but the usage counter has not updated. I believe an account reset would help clear the residual data and restore the correct resource allocation. Details: - Username: wilsonoey - Action taken: Uninstalled Moodle via Softaculous and permanently deleted it - Problem: Memory usage did not decrease after permanent deletion - Request: Account Reset to resolve the stuck memory allocation Please let me know if you need any additional information. Thank you for your assistance.

help please Please turn off Node and delete the npm cache

Thank you for the information

Krydos will need to fix these. Very few users actually have extra FTP users, and I suspect they don't move across servers at all (or if they do, they break). If I remember right we removed the functionality for them in Plesk a while back of a security issue (Plesk didn't jail them properly), so when users do need them, they have to be created manually. Unmarking as solved.

Just a quick update: I have now submitted new passwords for the three FTP accounts via the password reset page: arcor@dl5ark.heliohost.org webcam1@dl5ark.heliohost.org MetOfficeWOW@dl5ark.heliohost.org The page says that the new passwords have been securely stored, but an admin needs to manually assign them before they become active. Could you please assign the new passwords to these three FTP accounts? Thank you very much!

Hi Krydos, thank you for migrating my account to Tommy2. The first thing I noticed is the following: I can successfully log in via FTP using: dl5ark@dl5ark.heliohost.org However, I can no longer log in with these FTP accounts: arcor@dl5ark.heliohost.org webcam1@dl5ark.heliohost.org MetOfficeWOW@dl5ark.heliohost.org Were these additional FTP logins lost during the migration? I also couldn't find any option in the HelioHost control panel to recreate these FTP accounts myself. Could you please recreate them as they existed before? Also, could you let me know how I can set or reset their passwords afterwards? Thank you very much for your help!

Thank you for the information

Your account has been reset, and you'll receive an email shortly with a link to complete the process and create a new account. If you need any data from your old account, a backup of your old account may be available at https://heliohost.org/backup/ once the process is complete. Note that if your account was reset due to malware or a Terms of Service violation, a backup of your account will not be created.

I've unsuspended your account and started you moving to Tommy2. Let us know if you notice an improvement in speed, and a reduction in 502 and 504 errors.

Hi Krydos, yes, I'd like to move to Tommy2 now. Please go ahead with the migration at your earliest convenience. Thank you!