KazVee

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! 🙂

I've added the domains for you, but it can take up to 2 hours for them to work fully. If after an entire 2 hours they still don't work for you, please make sure you clear your browser cache. You can find guidance on how to clear your cache here: https://wiki.helionet.org/misc/clear-your-cache Please note that you now have a total of 9 domains/subdomains on your account, and the limit is 10 so you can add no more than 1 without deleting some already on there. (There are plans to offer paid options for users who want more than 10 domains/subdomains but there's no ETA for this to be implemented as yet.) To use HelioHost's nameservers, you would add ns1.heliohost.org and ns2.heliohost.org into your domain registrar's DNS dashboard section. We have some how-to documents in the DNS Record Management section of the Wiki here: https://wiki.helionet.org/tutorials/dns-record-management with guidance, but if these don't help please let us know and we can try to offer further advice.

The root admins will be able to confirm the donation transaction ID to add more storage for you. In the meantime, for remote MariaDB access, you can set this up yourself inside Plesk. If it's remote access to PostgreSQL that you're after, please can you provide the database name and the database user you want to have remote access? Thanks!

I've added the domain for you, but it can take up to 2 hours to work fully. If after an entire 2 hours it's still not working for you, please make sure you clear your browser cache. You are correct about the nameservers. If you want to use the HelioHost nameservers, please point your domain to: ns1.heliohost.org and ns2.heliohost.org If you ever need to refer back to these details and can't find your forum post, the nameservers are also listed in our Wiki here: https://wiki.helionet.org/management/parked-addon-and-sub-domains

Yes, the Tommy server IP address was being DDoSed so everyone was moved to temporary IPs. You can check inside Plesk for the IP address to use: Login > Continue to Plesk > Websites & Domains > [domain name] > and look at the bottom of the page. Please do not post the new IP you're on publicly since it's possible these forums are being monitored and we don't want the new IPs attacked. You can review the News post about it here: https://helionet.org/index/topic/56559-recent-short-downtimes/#comment-249843

This support request is being escalated to our root admins.

Your account was suspended for High Server Load, using 10112.50 CPU. You mentioned in previous posts that you use WordPress so this is likely the reason that your account exceeded the server load limits. WordPress is probably one of the top 3 reasons people get their account suspended. You can read about options on how to reduce the load that WordPress takes here but it's better advice generally to stop using it. The Suspension Policy page contains details on the server load limits enforced on the shared hosting service, and a link to the load page within your dashboard where you can keep an eye on the load your account is causing, so you can fix issues before a suspension happens. Checking the history of your account, I see you were already warned there may be conditions attached to a 3rd unsuspension request, so I will escalate this issue higher up for review.

There is no HelioHost account associated to the email address linked to the forum account you posted this request from. When you registered at HelioHost for a hosting account, a forum account would have also been created for you at that time attached to the same email address as your hosting account. Please use that forum account when making account requests, so we can confirm your identity. I believe we already received a reset request from you via email, from the email address listed on your hosting account. After the reset has been completed, we can then change the domain on your account. (It doesn't make sense to change the domain before a reset since it'd be removed as part of the reset anyway.) After you have completed the account reset, please can you request for a domain change from the forum account that has the same email address as your hosting account, so we can confirm your identity and make the changes for you. Thanks!

There is no HelioHost account associated to the email address linked to the forum account you used to post this request. When you registered at HelioHost for a hosting account, a forum account would have also been created for you at that time attached to the same email address as your hosting account. Please use that forum account when making account requests, so we can confirm your identity. I believe we already received a reset request from you via email, from the email address listed on your hosting account. Please check your other email address for the reset email. I hope this helps but give us a shout if you get stuck with anything.

Your account was suspended for inactivity but you can renew it here: http://heliohost.org/renew/ Please note that it can take up to 2 hours for your account to be fully reinstated. After a full 2 hours, if your site doesn't load for you, please make sure to clear your web browser cache. After you reactivate your account, if you still can't login then you can try the password reset process. Please be aware that sometimes the password reset emails can take a little while to arrive. If you try the reset link a second time, it will send a second reset email... which means the first reset email will be invalid once it finally arrives. You should be logging in at https://heliohost.org/ or https://heliohost.org/login/ only. Bookmarking the Johnny direct login link and logging in that way won't keep track of your last login time, and you risk your account being suspended for inactivity for not logging in (in a way the system can see that you logged in) every 30 days. I hope this helps but give us a shout if you have any other issues.

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.

Have you waited a full 2 hours after recovering your account? It can take up to 2 hours for an account to be completely reinstated. After the full 2 hours, if your site still doesn't load for you, please make sure you clear your web browser cache.