parameciumkid Posted June 14, 2017 Posted June 14, 2017 (edited) Heliohost username: heliaServer: TommyMain domain: helia.heliohost.org Today upon attempting to visit my website I found a message saying HelioHost had been forced to suspend the site and I do not know why. I carefully reviewed the terms of service before setting it up and have made sure to follow them, never posting any pornographic or copyrighted content, sending mass emails, or running any cron jobs at all. Therefore it is a mystery to me why my account has been suspended, and I need the reasons explained to me so I can rectify them as soon as possible. P.S. It has come to my attention (by reading others' threads) that accounts are still suspended after 30 days of cPanel inactivity. I'm fairly confident I logged into my cPanel within the last week, but in any case I suggest that the account suspension page include a note about this.Also there is a small chance I'm actually on the Tommy server rather than the Stevie server, but I can't make sure if I'm unable to log in. xP I have verified using "tracert" in Command Prompt that I'm indeed on Tommy. Edited June 14, 2017 by parameciumkid
wolstech Posted June 15, 2017 Posted June 15, 2017 That account cannot be unsuspended (it was hacked and used for illegal activity). Please create a new account.
parameciumkid Posted June 15, 2017 Author Posted June 15, 2017 (edited) Very well. In the meantime, can someone provide me with a backup of my files? I would also like to know why it isn't possible for me to register a new account with the same web URL; I've been using this URL for years and have given it both to readers of my comic and to businesses for use as a personal portfolio, so it's important that my URL doesn't change. Edited June 15, 2017 by parameciumkid
wolstech Posted June 15, 2017 Posted June 15, 2017 The files typically cannot be recovered when an account is banned like this because there's a risk we'd give you copies of the illegal hacking tools or any stolen data they might have saved. Sometimes we're able to send you the databases though if you have any. I'll also escalate to ask about the domain for you.
Krydos Posted June 15, 2017 Posted June 15, 2017 The domain helia.heliohost.org is available to create a new account, and your email address is freed up. You'll need to use a different username though. Let us know if you have any problems creating your new account. 1
parameciumkid Posted June 15, 2017 Author Posted June 15, 2017 (edited) I've successfully created a new website on the Ricky server (as I have no need for RoR, Java, etc.), but my changes to files in the File Manager and Error Pages editor are not being reflected on the site, and the link on the 404 page to email the webmaster directs to "<removed>" which is not me (possibly the hacker? Or one of the HelioHost admins?). Should I wait a while, or was I supposed to recreate my account on the Tommy server specifically? Edited June 16, 2017 by wolstech Removed email
wolstech Posted June 16, 2017 Posted June 16, 2017 Your domain is still queued. It takes up to 24 hours for the domain to start working. By the way, that email address is the owner of the hosting company. I've edited it out to help prevent spam. The server is showing you the default cPanel 404 error (which shows the server owners information) because Apache doesn't know about your domain yet When Apache next restarts, it will pick up the new domain and start working.
parameciumkid Posted June 16, 2017 Author Posted June 16, 2017 (edited) Aha.In that case I'll wait until tomorrow and see if everything's okay. Thanks for helping. UPDATE: Everything seems fine now. I'll close the topic per the instructions in the sticky. Actually, how do I do that? Or do I just leave it as is? Edited June 16, 2017 by parameciumkid
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