KazVee

Hello! You posted in the "Website Management and Coding" section, which is for questions relating to website management and coding only, it is not for questions or requests related to the service that HelioHost provides: https://helionet.org/index/topic/29391-do-not-post-hosting-support-requests-here/#comment-133304 Issues with your hosting account, domains not adding, IP blocks and suspensions, etc. should be posted over in Customer Service: https://www.helionet.org/index/forum/45-customer-service I've moved your post to the correct "Customer Service" section now where someone will be able to assist when they can.

I've changed your domain to the new one you requested. Please note it can take up to 2 hours to be fully working. If after 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, 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 Johnny server. You can see the IP address to use inside Plesk > Websites & Domains > [domain name] > and check at the bottom of the page. Please let us know if we can help with anything else.

I've been trying to help over Discord so I've unblocked their IP. The issue now seems specific to their mobile: the password works on desktop and mobile using webmail, but when they try to sign in via mobile using iMail, it gets stuck on 'verifying'.

This support request is being escalated to our root admins.

Thank you for reading the rules, not everyone does so it's really appreciated! ? I've escalated your request to Krydos and once the modules have been installed, he'll update the thread to confirm back to you.

Hello and welcome! ? Could you please confirm which version of Python you're using? On Johnny server, both 3.9 and 3.12 are offered so we also need to know which version you needed the package added to. You can read more about how to request new Python modules here: https://wiki.helionet.org/tutorials/python#request-additional-python-modules and the page also gives you a list of all the modules currently installed on both supported versions of Python.

I've added that domain for you, please note it can take up to 2 hours to be fully working. If after 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, 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 Johnny server. You can see the IP address to use inside Plesk > Websites & Domains > [domain name] > and check at the bottom of the page. Please let us know if we can help with anything else.

I've added the domain for you. It will take up to 2 hours to be fully working. If after 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, 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 can see the IP address to use inside Plesk > Websites & Domains > [domain name] > and look at the bottom of the page. (Please do not post the IP address on the forum. Users were moved to that IP address because of earlier DDoS attacks on Tommy's usual IP address, so we don't want this new IP address shared publicly.) Please let us know if we can help with anything else.

Hello, can you please confirm which version of Python you're using? On Johnny server, both 3.9 and 3.12 are offered so we also need to know which version you needed the package added to. You can read more about how to request new Python modules here: https://wiki.helionet.org/tutorials/python#request-additional-python-modules

Hello! Users cannot yet add subdomains themselves, but an admin can do this for you. Please let us know what subdomain you want added, and we can make the changes. Thanks!

Please do not create multiple posts for the same issue. I have now merged both your posts into a single thread. This support request is being escalated to our root admins.

Yes, Tommy's IP address was changed because of a DDoS attack. Please do not post the new IP here or anywhere public, in case this forum is being monitored by the attackers. I've removed it from your message.

This support request is being escalated to our root admins. Wolstech will be able to set this up for you and will let you know when it's been done.

Hello, After your account was unsuspended, its load kept skyrocketing 30% higher than the limit, which would have resulted in your account getting suspended again. To prevent another suspension so close after the first one, your `.htaccess` file has been edited to include a `Deny from all` as a temporary measure to give you a chance to resolve the heavy load by fixing your code. You seem to be running WordPress which as mentioned is very demanding on server resources, and is probably one of the top three reasons people get their accounts suspended. Please review the guidance on WordPress on this page, which recommends alternatives to WordPress which are less likely to cause account load issues, or ways to reduce your WordPress load if you must continue using it: https://wiki.helionet.org/misc/wordpress If you don't reduce your account load, you will very likely be suspended again. There are a limited amount of times accounts will be unsuspended if no attempts are made at reducing the load caused on the server. High account load impacts every other user on the server, and the account load limits are in place to ensure the server runs smoothly for the hundreds of users on it. Please let us know if you have trouble implementing any of the suggestions to reduce your WordPress load. Many thanks,

Hello, Your account was suspended for High server load: 10177.20 CPU. You can read more about the account load limits here: https://wiki.helionet.org/accounts/suspension-policy#high-server-usage I've unsuspended your account, it may take a little while to start working again. Please fix the issue quickly since if no changes are made to your code, the same thing is likely to happen again. If you're not sure what caused the high load on your account, if you let us know what apps you are using (WordPress and Node for example are very demanding on server resources), we can try to suggest ways to reduce the load your account is causing. Many thanks,

Hello, I've added both those `.com` domains to your account. They may take up to 2 hours to work fully. If after an entire 2 hours, they don't work for you, please make sure to clear your web browser cache: https://wiki.helionet.org/misc/clear-your-cache In the meantime, you are correct that you can point them to HelioHost with your DNS provider. Just login to your domain registrar's site and point the domains to the HelioHost nameservers: `ns1.heliohost.org` and `ns2.heliohost.org` More details on adding domains can be found here: https://wiki.helionet.org/management/parked-addon-and-sub-domains#addon-domains but please let us know if we can help with anything else. ?

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. ?