KazVee

I've added the domain for you. It may take up to 2 hours to fully work. If after an entire 2 hours it isn't working for you, please clear your web browser cache: https://wiki.helionet.org/misc/clear-your-cache Just to make sure you are aware, since you asked for another domain to be added a little while ago: If you knew at the time that you wanted both domains added, you could have asked for them both in the same message, this would be perfectly fine. 🙂 Please let us know if you need help with anything else.

This support request is being escalated to our root admins.

Hello! 🙂 I've added the domain for you (and kept the other one on there). It may take up to 2 hours to fully work. If after an entire 2 hours it isn't working for you, please clear your web browser cache: https://wiki.helionet.org/misc/clear-your-cache

Looks like this was resolved over Discord so I'll mark the thread as [Solved], but please let us know if you need help with anything else. 🙂

Have you tried a test email with more realistic content, and not things like "test email / hello world"? I noticed during some of my own email testing that Gmail's filters will prevent things like that from even being put into the spam folder, they just go into a black hole. But when my test emails contained a quick pretend update about groceries needed or making dinner plans, I had better success at getting my messages received to my Gmail account.

You can view the modules currently installed on the Johnny server here: https://wiki.helionet.org/tutorials/python#on-the-johnny-server-you-can-pick-between If you don't see the modules you need, you can request that they be added. Just let us know: 1) Which version of Python you're using and 2) The module(s) you need including any relevant version numbers for them. If you're not seeing the specific error in logs, please make sure you follow these steps to access the logs: https://wiki.helionet.org/tutorials/plesk/view-error-logs and then post the messages shown in the logs, so others can try to offer further guidance.

I've reset your account and you should receive an email shortly so you can take the next steps to reactivate it. I made a backup before the reset, so if you discover you need old files, you can download the backup here: https://heliohost.org/backup If you're not sure how to extract the backup files, we have a how-to document in our Wiki here: https://wiki.helionet.org/tutorials/plesk/account-backups

Hello, I have moved your post to the correct "Customer Service" section. You'd initially posted in the "General Discussion > Website Management and Coding" which is intended for discussions on things like "How do you stop PHP from showing errors?, What do you think is the best CMS?, Why is PHP out outputting a weird error?", for example, but not for HelioHost account support requests. Your account was suspended for High Server Load: 100.16 GB memory, most likely because of the cron job you had scheduled for every minute. The load caused by cron jobs counts towards your account usage limits: On Johnny and Tommy, we enforce a memory limit of no more than 100 GB per day and a limit of 10,000 CPU usage per day. You can read more about the Suspension Policy here: https://wiki.helionet.org/accounts/suspension-policy and we have guidance on cron jobs here: https://wiki.helionet.org/tutorials/plesk/cron-jobs I have unsuspended your account, it may take a little while to fully work again. Please make sure to fix the issue quickly because if you do not change the cron job frequency it's likely you will be suspended again. Please keep an eye on your account load here: https://heliohost.org/dashboard/load/

I've reset your account and you should receive an email shortly so you can take the next steps to reactivate the account. If you need a backup of any of your old files, you can download the last backup from here. If you need a little help extracting the backup files, we have a how-to document in our Wiki here. You will be prompted to choose a free subdomain when you reactivate your account, and if you ever want your custom domain re-added (either as your new main domain or in addition to the free subdomain), just let us know and we can make the changes for you. 🙂

If you let us know what software you're running, then people may be able to try and suggest ways to reduce the load your account is causing. WordPress and Node apps are common reasons for suspensions due to high load, but any apps that consume a lot of resources can risk account suspension. On Johnny and Tommy, we enforce a memory limit of no more than 100 GB per day and a limit of 10,000 CPU usage per day. You can read more about the limits here. You can also keep an eye on your account load here and take steps to amend your code if you notice it's using up too much memory or CPU before a suspension happens.

Your account was suspended for High Server Load: 100.31 GB memory. You can read more about the account load limits here: https://wiki.helionet.org/accounts/suspension-policy#high-server-usage The sudden drop on the graph is when the suspension happened. Please fix the issue quickly since another suspension is likely if the issue is not resolved. You can keep an eye on your account load here: https://heliohost.org/dashboard/load/ If you're not sure why your account load got so high, let us know what software you're running and we can try to suggest ways to reduce the load your account is causing. (WordPress and Node apps are common reasons for suspensions due to high load, for example). I've unsuspended your account, it may take a little while to fully work again.

Your site loads for me (although you don't have SSL set up yet) so please try clearing your browser cache (https://wiki.helionet.org/misc/clear-your-cache) and try to load your site again. Tommy was moved to a different IP address due to DDoS attacks so we aren't posting the new IP address publicly. You can find it by logging into Plesk, choosing your domain, and scrolling to the bottom of the page. You should see small text starting with "Website at [your home folder]" and then the IP address. Another place to find the IP is inside Plesk on the Hosting & DNS tab > Hosting > scroll to the bottom of the popup window and the IPv4 and IPv6 addresses are shown there too.

You're welcome! Let us know if you have any other questions. 🙂

I've moved the post into the right "Questions" section now. 🙂 There are plans to upgrade the Node version on the Johnny and Tommy servers, but it will be sometime after Morty (our new upcoming paid server, which will support Node 18+) is released, and possibly also after other servers (Lily and Ricky) are released. You can read more about ETAs and timescales for feature releases here: https://wiki.helionet.org/hosting/repair-times When new features or servers are released, there will be announcements made in our Discord news channel, our social media, and in the forum News section here: https://helionet.org/index/forum/1-news/ Since there's no ETA set for Morty's release, another non-free option is to check out our VPS plans here: https://heliohost.org/vps/ where you can install whichever version(s) of Node you need. Because Node is quite demanding on server load resources, I'd recommend keeping an eye on your account load here (https://heliohost.org/dashboard/load/) to make sure you don't get suspended for High Server Usage. On the free (Johnny and Tommy) servers, there is a memory limit of no more than 100 GB per day and a limit of 10,000 CPU usage per day to prevent users from running software that slows down the server for the hundreds of users on there. You can read more about the limits (and how the load numbers are calculated) here: https://wiki.helionet.org/accounts/suspension-policy On Morty, if you exceed the load limits, your account won't get suspended but you will be charged for the additional server usage. On a VPS you'll have the whole server to yourself, and root access to install anything you want, and change any settings you want to.

Hello! I see you've noticed your accidental duplicate post, I can merge them, since I don't think users can delete their own posts. 🙂

Hello! The "Technology and the Internet" section is for discussion, not support requests which your posts seems to be. For specific support on HelioHost services: - If you have a question about our hosting, a question about a hosting feature, or don't know how something works, please post in the Questions section: https://helionet.org/index/forum/48-questions/ - For problems or support requests with HelioHost accounts/sites/services, please post in the Customer Service section: https://helionet.org/index/forum/45-customer-service/

There's no need to email, your forum account (and associated email address) seem to be tied to your VPS so that enables us to confirm your identity. This request has been moved to the Escalated Requests forum section and since the subject line has updated to show [Krydos] in the subject line, he'll know this is an issue for him to deal with when he has a moment. Once the cancellation is done, he will update you to let you know. 🙂

Your account was suspended for High Server Load: 10498.30 CPU. You can read more about the account load limits here: https://wiki.helionet.org/accounts/suspension-policy#high-server-usage The sudden drop on the graph is when the suspension happened. Please fix the issue quickly since another suspension is likely if the issue is not resolved. You can keep an eye on your account load here: https://heliohost.org/dashboard/load/ If you're not sure why your account load got so high, let us know what software you're running and we can try to suggest ways to reduce the load your account is causing. (WordPress and Node apps are common reasons for suspensions due to high load, for example). I've unsuspended your account, it may take a little while to fully work again.

You're very welcome! 🙂

Hello, I've replaced it for you. It may take up to 2 hours for it to work fully. If after an entire 2 hours it's not working on your side, please make sure you clear your web browser cache. Here's some guidance on clearing your cache: https://wiki.helionet.org/misc/clear-your-cache Please let us know if you need help with anything else.

Please do not post duplicate requests. Your initial request was answered, please see here: https://helionet.org/index/topic/61949-configure-dns-keimktafilheliohost/?do=findComment&comment=275903 I've merged both forum threads into this one.

In this case, because the initial topic wasn't marked as [Solved] I don't think it makes too much of a difference between adding another request to the same post or making a new post entirely. All staff here are volunteers, so there is no set timescale when posts are replied to/actioned. We do get to things as quickly as we can though, in line with all the other things we have to do in life (work, school, family, etc.). You can read a little more about the ETAs for things here: https://wiki.helionet.org/hosting/repair-times For your request, I can only speak for myself why I haven't actioned it yet. You're requesting things like "remove all 'domainname.vvenet.heliohost.us' from your DNS and add 'domainname' instead" and I did not yet have the time to dig into substituting your "domainname" example for the actual values on the account because of the risk of human error on my part (and then even more time needed to resolve any mistakes I made by accident.). You can login to Plesk to view all the actual domains and subdomains on your account. It may be clearer to confirm to us: 1) the actual values of what domains or subdomains you want removed, and 2) the actual values of the domain names you want added. Again, I can only speak for myself and my time, but if this detail had been on the initial request I'd have been more able to estimate the time needed to make the changes, without the risk of making mistakes because there'd have been an easy example/audit trail of the changes you wanted done.

Your site loads for me now, so it seems your account is somewhat active again and should be fully active after the full 2 hours. After that time, if you still get the 'unable to login with that username and password' error, you can use this page to start the password reset process: https://heliohost.org/reset/ The password reset email may not arrive immediately, so be aware of this before trying a 2nd time. A 2nd password reset attempt will cancel out the 1st one, so it's good to wait a little bit to give the email time to be delivered.

Would you be able to provide a little more detail around what wasn't working, please? Did you receive an error message and if so, can you provide the error message you got, or a screenshot of it? The way to renew an account is to go here: http://heliohost.org/renew/ and follow the steps provided. I just tried this for you (with your username) and got a confirmation page that the account is being renewed, so it seems to have worked from my side. (Renewal info is archived here in case you ever need to look it up again: https://wiki.helionet.org/accounts/suspension-policy#inactivity-policy). Account renewals can take up to 2 hours, so if after a full 2 hours it still doesn't work for you, please make sure you clear your web browser cache. (Guidance here on how to clear the cache: https://wiki.helionet.org/misc/clear-your-cache). Please let us know if you're still having issues, we can dig into this more. Thanks!

You're welcome, I'm glad it's sorted! 🙂