KazVee

This support request is being escalated to our root admins who can merge account mohab24 into mohab23 for you. They'll update this thread once it's been done.

Thank you for confirming, I have unsuspended mohab23, please give that account a few moments to reactivate. If you need any old files off the mohab24 account, please let us know, we can merge the accounts for you. Sometimes users make more than 1 account because they don't know that they can ask for additional (up to 10 total) domains on a single account, so if this is the case and you want another domain added to your account, please follow the steps here: https://wiki.helionet.org/management/parked-addon-and-sub-domains

Please do not make multiple posts for the same issue. You were suspended for having more than 1 account, which is against the Terms of Service: https://wiki.helionet.org/hosting/terms Is mohab24 the account you want to keep?

I believe this was resolved in Discord so I'll mark this as [Solved]. 🙂 To others who may have found this post searching in the forum for an answer: Users cannot yet add domains to their account. This feature is on the roadmap but there's no ETA for when it may be implemented, because HelioHost staff are all volunteers. You can read more about why we cannot offer ETAs here: https://wiki.helionet.org/hosting/repair-times In the meantime, to ask for a domain to be added to an account, please follow the steps here:https://wiki.helionet.org/management/parked-addon-and-sub-domains The page says to make a forum post, which is preferred since it's less likely to be missed accidentally, but it's also fine to ask in our Discord Support Channel instead too.

This support request is being escalated to our root admins.

We cannot unsuspend this site as it seems to contain elements of Copyright Infringement. Please review our Terms of Service: https://wiki.helionet.org/hosting/terms

Since this topic is marked as [Solved], I'd recommend you make a new topic so the new request isn't accidentally missed. 🙂

The other free domain suffix available is `helioho.st`, so I've now added `xuqingkai.helioho.st` to your account. Please note that it may take up to 2 hours for the new domain to fully work. If after a full 2 hours it doesn't work on your side, please make sure you clear your web browser cache: https://wiki.helionet.org/misc/clear-your-cache Node is one of the top reasons for users getting their accounts suspended for high server load, since it uses a lot of resources. You can keep an eye on your account load here: https://heliohost.org/dashboard/load/ We also have a Node.js guidance page in the Wiki at: https://wiki.helionet.org/tutorials/node.js and recommend you structure your app similarly to the app built in the tutorial. Following this structure will make sure your Node app uses Passenger, to help try to keep the load within the limits allowed on the shared hosting server.

I've added that domain for you. Please note that it may may take up to 2 hours to work fully. If after an entire 2 hours it doesn't work on your side, please make sure you clear your web browser cache: https://wiki.helionet.org/misc/clear-your-cache

Thank you! 🙂 This support request is being escalated to our root admins who can set things up for you.

Hello! Please could you also confirm which domain you want the records set up for please? You can have a look at our Wiki guide here for more information on how to request email DNS records: https://wiki.helionet.org/common-errors/mail-delivery-problems

Krydos can take care of this for you, I've escalated this thread for his attention, and he'll reply with further updates.

Here's where to find it: Login > Plesk > Websites & Domains > [domain] > Dashboard tab > Security section> SSL/TLS Certificates button > you should then see the Let's Encrypt settings options

This support request is being escalated to our root admins to add the module for you. They'll update this thread with further updates. 🙂

I've changed the domain on your account from the heliohost.us one to your own domain. Please note that it may take up to 2 hours for your new domain to fully work. If after a full 2 hours it doesn't work on your side, please make sure you clear your web browser cache: https://wiki.helionet.org/misc/clear-your-cache In the meantime, you are correct about the nameservers but you can do that right now, while the 2-hour timeframe for the domain to fully work is running. 🙂 Please please either: Point your domain to the HelioHost nameservers: `ns1.heliohost.org` and `ns2.heliohost.org`, or Create an A record and point it to the IP address for the server you're on. You can find the IP address to use inside Plesk > Websites & Domains > [domain name] > and check at the bottom of the page.

Hello, this is because of the "deny all" added to your .htaccess file by HelioHost staff to prevent a 2nd suspension before you have a chance to fix your site, as explained in this message: https://helionet.org/index/topic/62884-solved-my-account-has-been-suspended/#findComment-283977 The link above also explains how to stop that 500 error from happening (by editing your .htaccess), but we strongly recommend you do this only after you have fixed your site so it stops using such high server resources, or else a 2nd suspension is highly likely.

As an update to my post above: As soon as you were unsuspended, your account load spiked up to 24% over the suspension level already. HelioHost staff have put a "deny from all" in your .htaccess file for you, so that your site is offline and not causing load, to give you a chance to fix the problem. Once you have updated your site to reduce the load it's causing, please remember to update your .htaccess as well.

When you try to login, are you using only the links https://heliohost.org/ or https://heliohost.org/login/ ? Sometimes people will bookmark their Plesk server login page and that won't always work properly, so we recommend using only the 2 links above. Could you also please let us know what browser you are using, and which type of device (desktop or mobile)? Have you tried clearing your browser cache (https://wiki.helionet.org/misc/clear-your-cache)? Are you making sure to type in your password, and not use a password manager extension from your browser (which may have the wrong password saved in there)? I do this a lot by accident so that's why I'm checking... 😅 Also, sometimes people can try to use a different internet connection to see if that makes a difference. For example if you're using your phone on WiFi, maybe try the data connection to login, and see what happens?

Your account was suspended for High Server Load: 100.20 GB memory. The cliff on the chart is when the suspension happened. Node is one of the top reasons for users getting their accounts suspended, since it uses a lot of server resources. We have a Node.js guidance page in the Wiki here: https://wiki.helionet.org/tutorials/node.js and recommend you structure your app similarly to the tutorial file, so that Node will use Passenger, to help try to keep the load within the limits of the shared server. I have unsuspended your account. Please fix the issue quickly because if nothing is changed, another suspension is likely to happen. You can keep an eye on your account load here: https://heliohost.org/dashboard/load/

Please do not make multiple posts for the same issue. Your account was indeed suspended for High Server Load: 10025.40 CPU. The cliff on the chart is when the suspension happened. In previous posts you mentioned using WordPress, so this is likely the cause of the high load. WordPress is one of the top reasons for account suspensions, even if it is a new install with no traffic. The impact on shared server resources can be so severe that we've created a dedicated page in our Wiki to explain to users how WordPress can lead to account suspensions: https://wiki.helionet.org/misc/wordpress We recommend using anything except WordPress, and we offer some alternatives in the link above. If you cannot move away from WP, the page also includes some ways you can try to reduce the load caused by your account. If you're considering paid options anyway, although you cannot buy traffic from us, we do offer various paid VPS plans that can handle multiple WordPress sites: https://heliohost.org/vps/ and there is a 10% discount if you pay for 6 months up front. (Which is confirmed in writing once you click on one of the VPS plan tiles.) In the meantime, I have unsuspended your account, please fix the issue quickly since without making changes on your side, another suspension is likely to happen. Please keep an eye on your account load here: https://heliohost.org/dashboard/load/ and if at any point you become concerned about your account server usage load getting you suspended, you can add "deny from all" to the bottom of your .htaccess file to take the site offline. Once that's been done, the site should stop generating load practically instantly.

Krydos can handle this for you, so I've escalated this request for his attention and he'll reply in this thread with further updates.

I've added `eternal.helioho.st` since this is the same as the other `helioho.st` domains on your account. Please let me know if this is not correct. Next time, could you please provide the complete domain you want added (including the .com / .net / .heliohost.us / helioho.st / etc.) just so we know exactly what you're asking for? Thank you! 🙂 Please note that the new domain may take up to 2 hours to fully work. If after a full 2 hours it doesn't work on your side, please make sure you clear your web browser cache: https://wiki.helionet.org/misc/clear-your-cache

Hello! Since SPF, DKIM, and DMARC records are a different request than adding a domain, next time could you please create a new thread for the new request? This will help us keep requests clear, help make sure they're not accidentally missed (since this one was already marked as [Solved]), and help us escalate them to the right level of admins. 🙂 A root admin can set up the email DNS for you, I've escalated it for their attention and removed the [Solved] this time.

This support request is being escalated to our root admins.

This support request is being escalated to our root admins to see if they can install those for you. If you need to request any other modules in the future, please note we will need to know: 1) your account username 2) your server 3) the version of Python you're using 4) and the module(s) you need including any relevant version numbers for them. We also request that you please check the list of modules already installed for your server and Python version here: https://wiki.helionet.org/tutorials/python#python-versions-available to prevent asking for things that are already installed. You can also check our how-to guide for how to request additional Python modules if you need a reminder for what info is needed: https://wiki.helionet.org/tutorials/python#request-additional-python-modules Once the root admins have had a chance to pick up this request, they'll update this thread. 🙂