[HH#439539] RE: Johnny Rebuild

[HelioHost]

Username: N/A, Server: N/A, Main Domain: N/A

Dear support team,



My account: vvenet + the stored domains



Please move my account to Morty for the free period, as explained in your
e-mail.



I also noticed that e-mails sent to my active domains are not received by me
at the moment.

I can also not login into my account on Plesk at the moment.



Questions:

1) Will the e-mail service of the domains in my account, also be
restored once the domains are moved to Morty?

2) What will happen to e-mails that are sent to my active domains in the
meantime? Will they still be delivered once the domains are moved to Mortty?

3) Will all e-mail settings like username + password, spam filter,
blacklist, be re-activated, once the domains in my account are moved to
Morty?



Kindly awaiting your reply,

Carl







Van: HelioHost [mailto:support@heliohost.org]
Verzonden: zaterdag 9 mei 2026 18:33
Aan: mail@vve.net
Onderwerp: Johnny Rebuild













Hey Mail,

Johnny is going to be rebuilt over the next week or two. You're receiving
this email because you have an active free account on Johnny, and your
website is currently offline.

Yesterday, we noticed Johnny was having issues, and powered him off to
investigate. It turns out that a lot of files were missing, the master boot
record was gone, and the partition table was destroyed. We managed to do
some data recovery and then made backups of everything that was intact. You
can download your backup from heliohost.org/backup if you want. Some of the
backups will be missing the databases if they were not recoverable. If
you're not seeing your data from the backup system, please let us know so we
can see if there is anything else we can find for you.

If you'd like to get your website back online as quickly as possible, we are
willing to offer you a free Morty trial. If you're not familiar, Morty is
our fastest server that normally costs $1 per month. Since your website is
offline, we can put you on Morty for free until the Johnny server is back
online. Once Johnny is ready, you can move back to Johnny for free, or if
you'd prefer to stay on Morty, you can make a payment at that time.

This is actually interesting timing, because Johnny was scheduled to be
upgraded in the next month or two anyway, so we've just accelerated those
plans due to the crash. If you're ok with your website being offline for a
couple of weeks, no action is required of you, and you'll be able to stay on
Johnny after the server is rebuilt.

Since we're all unpaid volunteers and our free time varies depending on how
busy our real jobs are, etc., we don't have an ETA on when Johnny will be
finished, but we will be getting it done as quickly as we can. We are
estimating it may take a week or two, but it could be longer depending on
how many issues we run into along the way.

Please reply to this email or click the Contact Support button below to let
us know if you'd like to move to Morty for free. We'll do everything we can
to get your website back online as soon as possible if you want to. Let us
know if you have any questions.



Contact
Support


















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e9f57cbfc4d2a265f6d7c69&t=event&ec=email&ea=open&cs=email&cm=johnny_rebuild&
cn=2026-05-09>

[Krydos]

I have sent you an invite to create a new account on Morty. During signup you'll be able to pick one domain as your main domain, but after the account is created we can add additional domains to the account. You can download a backup of your Johnny data from https://heliohost.org/backup but not all of the recovered data is in there yet. If you're missing anything let us know and we can try to find more for you. Let us know if you have any issues getting your websites back online. Our apologies for the downtime. We should have rebuilt Johnny sooner before this happened.

Correct, while your Johnny account is offline you won't be able to receive emails or login.

1. Yes, once the Morty account is set up and the domains are added back to it the email will begin working again.

2. Email servers are supposed to continue trying to send the same email over and over for at least a few days until it finally delivers, but some mail servers may be lazy and give up at different times. We're at about 32 hours of downtime right now, so I would say that as long as you get your Morty account created and all the domains re-added in the next 16 hours you shouldn't lose a single email. After 48 hours some email servers may stop trying to resend it.

3. No the account will be brand new with all the default settings. We will need to add the domains again and you'll need to set up any rules or filters you may have had before.

Let us know if you have any other questions.

[netvve]

Dear @Krydos, thank you for your reply.

I have made a new account on Morty with the link you provided. By the way, I could not create a new account on Morty with my old username, so I had to choose a new one..

Please add the following domains to my new account "netvve".
Domains to be added:
2btc.nl
hcdirven.nl
stichtingdecitadel.nl
westertoren.nl
hertog.org

Other question:
What are the correct login details when using FTP voor uploading websites?
For instance
- protocol
- host
- port
- and other settings?

Kindl awaiting your reply.

[KazVee]

Account names can't be duplicated across servers. If you move back to Johnny once the server is fixed, you'll have your old username waiting for you. Or, if you prefer to stay on Morty and have your old username, that's something we can help with. It is a bit pointless since no one sees your username except you and staff, but personally I can understand having a preference even if no one else sees it. 🙂 To change account names, it'd involve an account reset on Morty (once your old Johnny account is removed to free up the username).

I've added those domains to your account for you. Please note that it may take up to 2 hours for the changes to take effect, and they 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 the new domains don't work on your side, please make sure you clear your web browser cache: https://wiki.helionet.org/Clear_Your_Cache 

For the details needed to use FTP, please have a look at this page in our technical documentation which contains the port/protocol/etc. you'll need: https://wiki.helionet.org/Uploading_Files

[netvve]

Thank you dear @KazVee.

I have some other questions that came up during the proces of getting back online:


1) As backup that you provided, I received several files, directories and tzst-files. Do I have to upload them individually and does your system know what to do with these uploaded files?

2) Most individual files are dated 28-01-2026 (January 28, 2026), so 4 months old.
2a) Is it wise to upload these old dated files?
2b) Is it for instance wise to upload (restore) "backup_domainmail_2601281947.tzst" dated January 28, 2026? Am I not restoring a 4 months old files with e-mails that are 4 months old?

3) In general, can you give me some best practise tips on how to restore the backed-up files I got from you, or not use them at all)?

[KazVee]

It looks like the last backup HelioHost staff made was indeed on Jan 28 2026, as part of what we try to do before deleting domains from your account. If you created a backup more recently than that, and downloaded it to your local machine, you can use your own backup instead. 

To restore the backup, you would need to extract the data from the tzst files, and then re-upload the data to the relevant folders inside your account. Unfortunately there isn't a way to provide the tzst to Plesk and have it know where to put everything. There are a few ways you can extract the file, depending on if you use Linux, Windows. We offer some more guidance and screenshots here: https://wiki.helionet.org/Account_Backups but let us know if you get stuck on anything. 

[netvve]

Some screenshots added to my question:

[netvve]

So indeed these files of January are also four months old e-mail files?

[KazVee]

I've flagged your question about the date of the backup in the staff channel. I don't have full system access or visibility of all the server files, but Krydos does. He's got a lot on his plate right now, but he'll reply in this thread with his findings when he can. 

[netvve]

Thank you so much. 
I ask in order to know what is best to do, in order to try to restore missed e-mails from last Frida untill now, from the back-up files and how? 

[netvve]

Can you please in the meantime add one other domain in my profile?
Domain: vve.net

Thank you. ))

[KazVee]

I've added the vve.net domain to your account in the meantime. Once you've pointed your DNS, it should take effect after the next Apache reset which is set to begin in about 50 minutes. 

[Krydos]

I've added some files to your backup. Download it again from https://heliohost.org/backup

[netvve]

Thank you @Krydos and @KazVee,

1) What is the current e-mail limit per day? I read in numerous postings on the forum that it has changed. It used to be 10/hour AND 50/day totally per account. I read it is now 50/day per account but the 10/hour has been abolished.
What is the current policy on all our servers (Johnny, Tommy, Morty)?

2) What is the maximum e-mail size on your servers now (Johnny, Tommy, Morty)?
On Johnny, the maximum e-mail attachment size was set to 25Mb by you. Has that setting been (transferred) to Morty as well?
(I can't find this option in Plesk myself. That's why I ask.)

Kindly awaiting your reply.

Edited May 13 by netvve

[Krydos]

1) 50 per day and 10 per hour unless you request a higher limit.

2) Test it and let us know.