KazVee

I've added that domain to your account for you. Please note that it may take up to 2 hours for the domain change to take effect. 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/Clear_Your_Cache

You're on the Tommy server, and that has a limit of 10 database connections at a time. When you say you're not able to connect from the DB manager, could you give a little more info please about what is happening when you try? Do you get an error message or does it just hang? As well, please let us know what type of database (MariaDB/MySQL or PostgreSQL) you're using. You might also get more details on the issue from your error logs inside Plesk. Here's a page explaining how to check the logs: https://wiki.helionet.org/View_Error_Logs If you see any db-related errors, please post them here. It'll help us try to help you resolve the issue. ?

Just to follow up on this part: In mid-April, the multi-account detection system began emailing users who were suspected of having multiple accounts, so that users who did not read the rules had a chance to do so, and resolve the issue to avoid suspension. Since you created your 2nd account back in March, your accounts were suspended before the automated email functionality went live. Please do let us know if you think of a way to make the first line of the Terms of Service stand out more so people will read it. On one hand, we have 60% of suspensions over the past year happening because users create more than 1 account, and then on the other hand we have users getting angry with staff because they have to try for a few days to create an account -- partly because of all the users who try to create more than 1 account.

You're very welcome! ?

Our signup page mentions "You may only have one account on Johnny or Tommy without prior written permission from an admin." And the Terms of Service, which users must read and agree to before creating an account, also mentions "Each person is allowed to have one account on Tommy or Johnny unless permitted in writing by an administrator of HelioHost." Since you created 2 accounts, you would have seen both these warnings twice, for a total of 4 times. If there is a way you think we can make the rule easier to read or more obvious so people actually read it, please let us know. You also mentioned you "have not received any specific information regarding the reason" for the suspension, which we will investigate further and advise on, since emails are generally sent to users who are suspected to be in violation of the Duplicate Account rule. In the meantime, I have unsuspended the account. It will take a few moments to reinstate so please make sure you read the Terms of Service as well as the Suspension Policy.

I've changed the main domain on your account for you. Please note that it may take up to 2 hours for the domain change to take effect. Since you're already pointed it at our nameservers, there's nothing more you need to do. 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/Clear_Your_Cache Since there is a risk of data loss when main domains are changed, I made a full account backup for you before I made the changes, in case you need any files from the old domain. You can download the backup here: https://heliohost.org/backup If you're not sure how to extract the backup files, please follow our how-to guide here: https://wiki.helionet.org/Account_Backups

You were suspended because our Multiple Account Detection system thinks you made duplicate accounts. The first line of our Terms of Service says that users are only allowed 1 account on Tommy or Johnny. Is this the account you wish to keep?

Your family member has indeed reached out to us, and I've just replied to them. ? Both your accounts have been unsuspended and you should both be able to login now. As well, I have added both your usernames to our Multiple Account Detection System's exception list, so they will not be flagged as duplicates any more. We love referrals, especially from users such as yourself who are longtime supporters. If you recommend us to anyone else, please contact us ahead of time so we can work with you to prevent the automated system from suspending accounts it thinks are duplicates.

Hello, thanks very much for letting us know. Both your accounts have been unsuspended and you should both be able to login now. As well, I have added both your usernames to our Multiple Account Detection System's exception list, so they will not be flagged as duplicates any more. We love referrals, and if you recommend us to anyone else, please contact us ahead of time so we can work with you to prevent the automated system from suspending accounts it thinks are duplicates. Please don't hesitate to let us know if we can help you with anything else. Enjoy your day!

Please do not make multiple threads for the same question. Your account has not been incorrectly suspended, it was suspended for breaking the rules about High Server Usage Since you have created another thread here for the issue, updates will be provided there: https://helionet.org/index/topic/64331-suspended-lzban8/ HelioHost is run by volunteers who contribute their free time and creating duplicate requests for the same issue can result in unnecessary duplication of volunteer effort and delay responses to you, as well as to others who need help. Please review our 'Where do I ask for Help?' page, which explains: Wherever you prefer to ask for help, please ask your question in one place only. HelioHost is run by volunteers who contribute their free time, and some are more active on certain platforms than others. Posting the same question across multiple platforms (like Discord, the HelioNet Forum, or email) or creating duplicate requests on the same platform for the same issue can result in delays.

I've added that subdomain to your account for you. Please note that it may take up to 2 hours for the domain change to take effect, and it will not work until you set up your DNS with your domain registrar. To configure your DNS, please see the steps provided on our Wiki to either set NS records pointed at the HelioHost nameservers, or create A/AAAA records and point them to your server's IPv4/IPv6 address: https://wiki.helionet.org/Addon_Domains#Custom_Addon_Domains 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/Clear_Your_Cache The files for the subdomain need go inside the folder with the same name as he subdomain. Only the main domain will have a folder named httpdocs.

We looked into this further and found that the command `npm run start` was run: | sum(mem) | sum(cpu) | process | +----------+----------+-------------------------------------------------+ | 24064 | 0.00 | /usr/bin/hostnamectl --transient | | 1602836 | 2.30 | Passenger NodeApp: /home/gantelya111.helioho.st | | 36087868 | 0.90 | npm run start:bootstrap | | 45013376 | 1.60 | node --max-old-space-size=460 bootstrap-node.js | | 56514848 | 2.70 | npm run start | | 70923448 | 4.30 | node bootstrap-node.js | The `npm run start` command is not part of the Node guidance page I'd sent you after the 1st unsuspension, so it may be that you did not read the guide. The Node.js Wiki page offers steps to ensure that your Node apps run on Passenger, which is a service on Plesk that helps to reduce Node's memory usage. Running commands that never exit (like `npm run start`) use a LOT more memory. If you need to continue using this command, and so much memory, we'd recommend you upgrade your account to the Morty server. Please make sure to review the Moving Your Account page for more details on the process, and make sure to backup your account before any account move. Once you're ready to move your account, you can begin the automated process from the Dashboard page for account moves. In the meantime, your account has been unsuspended. If you decide to keep your account on the Tommy server, we would strongly recommend checking the Node guidance page linked above, and making sure your app uses Passenger. Please fix the issue quickly since without any code changes, another suspension is likely. Please also be aware of the Three-Strike Policy section of our Suspension Policy.

Okay, that's something I can do for you. ? Which domain did you want as the main domain, and which one did you want as the addon domain? The only difference is that the main domain will have its files inside the httpdocs folder and the addon domain will have its files inside a folder with the same name as the addon domain. No functional differences.

Welcome back! ? Please check your email (including the spam folder) and you should find the invite I just sent you. Since the last time you were here, we've changed the technical support Wiki but you can find it at the same address as the old one: https://wiki.helionet.org/ I think the server status pages are different than you might remember, too: https://status.heliohost.org/ Please give us a shout if we can help you with anything!

Node is one of the top reasons for users to get their accounts suspended. Please check out our Node.js guidance page for ways to keep the load low. If you have a support request, please make sure you create a new thread for yourself and let us know what the issue is. All staff are volunteers who help in their free time and it can be confusing for us to troubleshoot issues for 2 different users in the same thread. ?

This support request is being escalated to our root admins who can help with aliases. Some added context from the old thread: this user is asking for papale.my.id to be the main domain and plj.my.id to be the alias one.

Same as yesterday, your account was suspended for High Server Usage due to using 200.14 GB memory when the daily limit is 200 GB. One account causing heavy load on the server impacts performance for the hundreds of other accounts on the same server. Since this is the 2nd suspension in 2 days and I don't see any changes to the load being used since the last time your account was unsuspended, I'll escalate this thread to the root admins. In the meantime, please provide clear steps explaining what you will do to immediately reduce the load your account is causing, to help the root admins make a decision about an unsuspension. Many thanks.

Since you've made a new thread for this request, updates will be posted in the other thread here: https://helionet.org/index/topic/64313-changing-domain/

Users cannot add or edit domains inside Plesk. This is a feature that there are plans to try to implement eventually but there is no ETA for when it may be added. In the meantime, admins can add or remove domains for you. I've added that subdomain to your account for you. Please note that it may take up to 2 hours for the change to take effect. 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/Clear_Your_Cache

This support request is being escalated to our root admins who can set that up for you.

This support request is being escalated to our root admins for their consideration.

You're not the only person experiencing these 503 error issues lately, it's an issue that's been reported by several users and is currently being investigated. Please see the recent News post here for more info: https://helionet.org/index/topic/64305-503-errors/ Further updates, as they are available, will be posted in the same news thread I've linked. Since the news post came out after you created this support request, I wanted to make sure you didn't miss it, and spend more time trying to change your code to resolve the issue, when the problem unfortunately seems wider-reaching than anything specific to your account or your code.

Markdown version 3.7 is already installed on Johnny's Python 3.12. If you need a different version of it, please specify the version you need installed, so the root admins can consider the request. Asking for modules already installed can delay your request so please make sure you've checked the list of modules already installed, and only ask for ones that are either not found when you do a search with Ctrl + F on the page, or ones for which you need a different version for. Many thanks! ?

Thank you so much for updating this thread to let us know the issue seems resolved! ? For other users who find this post, please be more like this person! ⬆️ And here is a longer explanation of why we love to see this! ?

I've added that domain to your account for you. Please note that it may take up to 2 hours for the domain change to take effect. 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/Clear_Your_Cache