wolstech

I actually checked this user's DNS earlier, the records were there when i queried them, so it looks like be did set this up, and at minimum the SPF and DMARC were correct. DKIM was also set up, though I didn't verify that the key was correct. I'm not sure why these would be going to spam considering these settings are configured... might be a provider issue on the other end. If that's the case, the only thing you can do is simply mark the emails as "not spam". The provider should eventually figure out that they're not junk.

Krydos can check for you.

Have you tried resetting your password using this page? https://heliohost.org/reset/ Also, try logging in using this link instead of directly into plesk: https://heliohost.org/login/

That domain has already been added.

The account stephen4321 has been merged into stephen7455. The 3 domains that were moved during the process may show a 404 error for up to 2 hours. I've also combined the balances for the two accounts, so the balance of stephen7455 is now $37.5293, which should last you just over 3 years assuming there are no overage charges. If anything happens to be missing after the merge, a backup of the stephen4321 account can be downloaded from https://heliohost.org/backup/

Fixed. If you delete the document root folder, you'll break the domain. There are special permissions on those folders that you can't set yourself, so even if you recreate the folder, you still have to contact support to have the permissions fixed.

It looks like most of the tables are missing from the database thirugns_wp335. There's only 5 tables in there, but WP should have a lot more. Krydos will need to investigate why they're missing after the migration to Tommy.

Krydos will need to take a look at what happened here.

Are you sure you updated your DNS correctly? I'm seeing the wrong IP addresses. The IP address for morty2 ends in .93, but your domains are resolving to .94 (old Morty). Please verify that you updated DNS correctly to match the ones that are shown in plesk for your domains. As for servers changing quite a bit, yes, we do rebuild our servers quite often. If we don't, things like what recently happened to Johnny are the result. It's typically once every year or two. If you used our DNS, this process would be entirely automated and seamless (at the expense of not being able to edit your DNS records), but when users decide to use external DNS, issues such as yours can arise after moves.

I see a website at mm1.helioho.st. Links to files on the file subdomain are dead. The files subdomain itself shows an empty directory listing so I assume that's the issue, the notes show that this subdomain looks like it's supposed to point to VPS106... the migration probably screwed up the DNS zone. Escalating to Krydos.

There is a new Johnny running on the IP which is why you see a login page and johnny certs, but it's still being rebuilt. All the backend stuff has to be configured. When it is finished, we'll likely send invites for users to create new accounts since we can't recover the old ones. Users who took the free Morty trial will eventually be moved back to Johnny too if they decide not to purchase Morty plans.

Fixed missing DNS zone. It should be available shortly.

An invite has been sent to create a Morty account. Please click the link and follow the instructions to create a new account. Data that was successfully recovered from your Johnny account can be downloaded from https://heliohost.org/backup/ Note that backups may not be available yet for all accounts, and not all data may have been recoverable (especially databases). If there is something specific you need that you don't have a backup of, let us know exact details of what you're looking for and we can take a second look to see if it can be recovered. If you need domains added, please let us know your new username and the domains you need once you finish creating the Morty account so we can get them set back up for you.

An invite has been sent to create a Morty account. Please click the link and follow the instructions to create a new account. Data that was successfully recovered from your Johnny account can be downloaded from https://heliohost.org/backup/ Note that backups may not be available yet for all accounts, and not all data may have been recoverable (especially databases). If there is something specific you need that you don't have a backup of, let us know exact details of what you're looking for and we can take a second look to see if it can be recovered. If you need domains added, please let us know your new username and the domains you need once you finish creating the Morty account so we can get them set back up for you.

We just saw your updated email to us about the Morty trial. We'll get you set up and you'll receive an invite shortly.

Yes you're eligible for a free Morty trial if you would like. The trial will last for the duration of the Johnny outage, and will let you get your site back up while Johnny is being rebuilt. We'll just move your Morty account to Johnny once he becomes available again. We hope Johnny will be fixed in another week or so, but as with all projects we don't have a set date. Note you'll need to set your site up again using backups regardless of whether you take the Morty trial or wait for Johnny. If you set up on Morty now, we can move to Johnny later seamlessly, or if you want you can instead just wait for Johnny to be fixed and set up on Johnny once its working. Would you like us to get you set up with the free Morty trial?

Krydos can do this for you.

Johnny databases were not recoverable which is why they were not included in the backups. If anything at all is available, it will be the raw server files (.ibd and .frm files) of individual tables in your database (.frm is the structure of a table and .ibd would be the data that goes in it), which are confusing and sometimes difficult to extract data from. If you know the names of the tables in the database, we can check if these are available for you.

The databases on Johnny were not recoverable because the server no longer booted and the mariadb partition on the server had trashed itself. If you know the name of the databases and the tables inside, it may be possible to locate the raw .ibd and .frm files for you, but actually recovering the data from those can be a challenge assuming we can even find them. I think we were able to find those for one or two other users so far of the ones who asked...

This user is actually on Tommy and has 7 domains, which is why I asked for the URL. That said, I just realized it's all of his domains, and it's because his IPs on Cloudflare are incorrect. His DNS is set to Morty's IP but the account is on Tommy because he didn't refill his Morty balance. He needs to correct the DNS in Cloudflare on his end to point to Tommy.

The email validation message should come almost instantly. What email address did you use?

Please post the full, uncensored URL that's experiencing this problem so we can review the issue.

The server your account was on crashed last week. Please see https://helionet.org/index/topic/67733-when-it-rains-it-pours/ for more information.

Remote database access doesn't follow you when the account moves servers. Escalating to have this turned on again. I assume same database info as the linked topic?

Please see https://helionet.org/index/topic/67911-hh321393-re-account-created/