KazVee

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.

I've added that for you. It may take up to 2 hours to fully work. After a full 2 hours, if it doesn't work for you, please make sure to clear your browser cache.

It's absolutely possible to do this. All helping starts in a non-staff capacity, when regular web hosting users decide they'd like to share their knowledge with other users. When non-staff users help others in the community in this way, the existing HelioHost staff begin to notice which users are interested in helping out and learning new things. All staff members are unpaid volunteers and if any of us didn't want to accept a promotion to staff, we would still be free to keep helping out as a regular user. There's nothing preventing any non-staff user from helping out any time they want to by offering advice or troubleshooting help for error messages in the forum or on Discord. It's interesting to wonder what some of the intentions are behind requests for admin privileges from regular users who haven't spent any time offering support or guidance to their peers. I think it's great that HelioHost protect all their users by having promotion steps in place as one of many security measures, so volunteers can prove themselves through their actions instead of just asking out of the blue for access to all user accounts.

Every user has non-admin privileges and they're still able to offer loads of support for things that don't require any special access, just some spare time and a willingness to help troubleshoot error messages and offer guidance to others. Then, among the various staff titles (mod, root admin, etc.), there are different levels of access to user accounts. It's a security concept called the 'principle of least privilege' and it's why you will see cases where if some staff don't have necessary permissions to carry out certain account actions, they'll escalate requests up to higher staff titles. All HelioHost staff members started as regular users who decided to help others, and then progressed up through the different staff levels. It's a great way to learn about the free web hosting service from the bottom up and demonstrate dedication, trustworthiness, and the ability to take on additional responsibilities.

Not everybody in the world identifies as a "guy" and HelioHost is inclusive in their communications to users. There are many free ways to gain an education on how to use non-exclusionary language when addressing a group of people and I often recommend https://heyguys.cc as a good starting point for individual self-learning. HelioHost users have the ability to create manual account backups, schedule automated account backups, download account backups, and even send the backups to an alternate storage location. There is a free Account Backups tutorial available that delivers step-by-step instructions that users can take to ensure the redundancy of their data. People who invest time and effort into creating websites, both for personal and business use, understandably want to take steps to ensure the safety and security of their own digital assets. Plesk's built-in backups functionality provides account owners with a quick and easy way to backup their data. The free Wiki tutorial also offers steps on how to seek out further free assistance for users who need a little more help making backups of their files. As covered in the recent News section posts there have been several challenges to overcome with the hosting servers lately. No one can create a HelioHost account before first indicating that they have read the Terms of Service which mentions that users are responsible for backing up their own data. We have many users who understood their responsibility and took the quick and easy steps needed to make backups of their sites. Those backups have enabled them to make alternate arrangements for their websites in order to minimize the disruption to their personal or business digital assets. Despite it not being HelioHost's responsibility to backup user data, they have indeed been able to provide secure backups of user data to many accounts. This fact does not remove the requirement for account owners to understand the Terms of Service they agreed to prior to account creation and to play an active role in the protection of their own data. It does indeed take an a great deal of technical skill and time and money to maintain a webhosting service. The fact that HelioHost staff do it all on an entirely volunteer basis so they can help offer web hosting services for free is just incredible. We have an amazing community that's been created here, and the way users come together to help each other out with personal project coding issues, or offering technical advice, or even just chatting in the off-topic Discord channel has helped to make HelioHost an amazing place to belong to. For users who have spare cash, donations are gratefully accepted and it's been heartwarming to see how many folks have sent in some of their spare change as a show of support to the staff who have been working tirelessly to carry out repairs during these recent server challenges. Rumours abound everywhere in life, not just on the internet. It's essential to develop basic critical thinking skills as these can help us determine what information is valid and worth believing or not. Krydos has detailed the lack of sleep and impact to his own personal life because of all the extra time he has spent, on a volunteer basis, to try to resolve the recent server issues. A hosting service that didn't respect its users wouldn't work tirelessly at great personal expense to try to get things back up and running as quickly as possible — they'd probably just shut off the free services, like so many other companies have done that no longer offer free web hosting services like HelioHost does. The News section has multiple posts detailing what happened to cause server issues, and the steps being taken to restore service, so this remains the best place to check if you would like to know more about what happened in the first place. HelioHost is not affiliated with Google, so cannot comment on what action the Google paid employees may or may not have undertaken to resolve that particular issue. Your point underlines the importance of users having a responsibility to safeguard their own data, however. For example, I use several password keeper services, but I am aware that unexpected outages can happen, so when data is important to me, I make a few copies of it. In a lot of cases, it only takes a few mouse clicks to backup my data. So then, if one service that I use has technical issues, I still have a way to access my important files. Concern about data backups is valid and I would encourage you to use the free guidance available about Account Backups to protect your data. I note you've already had an account suspension for a Terms of Service violation for making duplicate accounts, which means you've probably read the Terms of Service more often than some of our other users who only read them once, created their account, and then never broke the rules. HelioHost has indeed put in maximum effort to restore all the user accounts they can, even though it is not their responsibility to do so. I invite you to make a minimum effort to take responsibility for your own data, as you indicated your understanding of when you agreed to the Terms of Service upon account creation. You are right to be concerned about your own data files, both on this service as well as in the Google issue you brought up, or elsewhere online. To bring yourself peace of mind, it sounds like it'd be worth making a few mouse clicks to back up your important account files for safekeeping. I don't have the final say on what posts get deleted, but it's good life advice in general to never post anything online that you later would not want to be associated with your name or profile or reputation. Personally I hope your post stays up, since this reply contains advice on how to mitigate against the data loss concerns you mentioned. It's also a testament to the wonderful HelioHost community that threads like this are so rare. So many in our community have stepped up to help each other out, and help HelioHost out, with spontaneous donations, and words of support and encouragement via the multiple communication channels offered. In life, no single service can please all of the people all of the time. But in this one-in-a-million community that's come together around free web hosting services, HelioHost has done a great job at pleasing most of the people most of the time, and that's an amazing achievement. None of it would be possible without the continued efforts of our dedicated volunteers and donors, and the users who have been so ready to rally in support during the recent server issues experienced. All of HelioHost staff members are unpaid volunteers, all the way up to and including the root admins. You mentioned being a team lead in real life so you will likely have some understanding of issue escalation paths. This is why you will see some posts get escalated from Moderators up to the Root Admins who have advanced account access permissions. This is a common process flow in many industries. HelioHost has a wide range of volunteers, so it doesn't matter about full time jobs or full time school or whether someone is their own boss or not. It takes both hard and soft skills and a willingness to donate time and effort to contribute to HelioHost but for those of us who are willing to make a genuine effort to try and learn how to help out, it's incredibly rewarding. For readers of this thread who wish they could help but aren't sure how to start, here is some insight on how I became a Moderator: I began as an end user of the service, and then took part in the Discord channel. Over time, I noticed there were common user questions that came up pretty often. Since HelioHost is transparent and welcoming in their community-run approach to offering free web hosting, I started to answer questions from other users with tips I had learned about how to use Plesk. This enabled the root admins to work on more complex issues, since I could answer questions that did not require any special admin access to answer. Eventually, I was offered a promotion to Helper, which I accepted since it was a pretty cool recognition of my contributions to our community. Over time, as I learned even more about the free web hosting service HelioHost offers, and how to adjust settings and fix common account issues (like password resets, explaining to users how they can make their own account file backups, etc.), I was offered a promotion to Moderator, which I accepted. This enabled me the ability to help out even more with admin issues, like carrying account resets for users, or checking account status for the specific reason a user's account may have been suspended for breaking the Terms of Service. One final tip for readers wondering how they can help: HelioHost switched to Plesk away from cPanel all the way back in 2021, so it's also super useful to keep up to date with the latest server news. That way, when you offer comments and insight about how to use our free web hosting service, the guidance you offer is current and relevant to the systems being used. None of the HelioHost staff ever needed to beg or request to join the team. Earning promotions by helping others is explained above, so hopefully that clarifies for you what helping others means. No one needs to beg or ask to help others. It's entirely possible to just start helping people. As freely as you can pick up litter in real life, or return your shopping trolley back in the right place without anyone needing to ask you to do it, you are absolutely free to help others right now. As you move around the forum, if you encounter a question from another user that you know the answer to, you are absolutely encouraged to donate your time to help them out by answering their questions, or helping them troubleshoot any account or coding issues. HelioHost's free web hosting service tech support is done on an entirely volunteer basis, and helping each other out when we get stuck is an essential part of what being community-driven really means. The final cPanel issues happened in 2021 when users were moved to Plesk, so I can't guess the age of the review you mention. Sometimes, users of any service prefer to leave negative reviews and call people names instead of making any effort to resolve their issues. When I am happy with a service I don't tend to leave reviews because I am busy using and enjoying that service. When I have problems with a service and I don't just want to throw insults but I actually want my issues resolved, I reach out to the relevant support staff. For any readers of this thread who may encounter account issues they're not sure how to get fixed: HelioHost offers free technical support and guidance via this forum, Discord, email, and other ways listed on the About Us page. We have users who are willing and able to help each other out, as well as a team of volunteer staff who are happy to donate their time and skills to help you troubleshoot any account or coding problems you may be having. For anyone reading this thread who does not identify as a "guy" or a "man" and who would like to help out, I can personally vouch that every single one of the current HelioHost volunteer staff members have been welcoming, inclusive, and thoughtful in behavior as well in the language they use. HelioHost's free web hosting service is a global community and that means we are open to everyone who is willing to follow the few reasonable rules in place. No matter who you are or how you identify, we are happy to have you as part of our community! If you like learning new things and have some free time, we'd love to see some more people helping out. I've added some guidance above about how you can get started, but definitely feel free to reach out if you have questions. Everyone is welcome here, and that's a big part of what makes HelioHost such a great community to belong to.