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Welcome to our Support area. Here you will find a wide range of Articles, White Papers and FAQ's regarding aspects of our hosting services and servers.
If you have any problems, the first step is to look through the information here to see if you can resolve the issue. You can use the search facility to look up keywords relating to your query. If you cannot find any information on your query then raise a Support Ticket using the Support Ticketing area on the right.
Our Support Ticket system enables your request to be seen by a number of personnel to ensure that you are dealt with quickly and efficiently by the best person to do so. The system allows you to see the full history of your request and who is currently dealing with it. | Sub Categories | Sub Categories within Support Home category
| Knowledgebase Various articles to help you get the most from our hosting services. |
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| White Papers Various articles to help you with your web site and hosting. |
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| Troubleshooting Any information regarding known issues and how to resolve them. |
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| News | Latest News for Support Home category
 Email : Inaccurate whois information. [IncidentID: 1 Nov 2008
A number of clients have reported what looks like a very concerning email about thier domain name info out of date, and subsquent sale of the name to a 3rd party. It looks quite official but IS A SCAM. This is a phishing message please ignore/delete. Read the full story for a complete copy of the email currently doing the rounds...
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SmarterMail 5.5 installed 16 Oct 2008
We are pleased to announce that we have upgraded Smartermail to version 5.5 which provides a lot of new features and generally improves the webmail experience for everyone.
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New UK Web Server Commissioned 15 May 2008
We have now commissioned another new UK Web Server (CAPELLA) and this is now live for Helm to add new sites to.
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| | | Server Status :: all |  VRACK 5 servers [RESOLVED]
16 Jun 2009 15:20 : 18 days ago
We are aware of issues with VEGA, DENEB, POLARIS and a couple of private servers on VRACK5. Engineers are looking at this now. [Update 15:35] All servers are back online.
POLARIS outage [RESOLVED]
13 Jun 2009 11:25 : 21 days ago
From 9am this morning some sites on Polaris were reported as being offline . We eventually found the secondary DNS service on another server was not in a working state and rectified that by 10:30 approx. Unfortunately the dns service not working didnt trigger monitors as the server as a whole was being tested, we have now updated this to test for individual services to prevent this issue from re-occurring in the future. We apolgies for any outages this morning (although even if sites were offline to one person, they may have worked for others depending on which DNS server was used).
Support Site Outage
8 Jun 2009 11:50 : 26 days ago
This site has been down for a few hours since late last night. As a safety measure we host this site with anohter host so it stays up if our servers are down. The other host changed IP addresses which caused this outage. Only this support site was affected, none of our client websites suffered any downtime.
MySQL Server
27 May 2009 19:02 : 38 days ago
The MySQL server has been causing intermittent problems this afternoon and we are going to upgrade it to newer hardware later tonight. This will cause a lengthy outage whilst we take a copy and move over to the new server. This move will unfortunately change the external IP for this server as it is not possible to move the IP. Sites that are coded using mysql01 will be fine, but any site using the external ip will need the new ip inserting, we will advise of this once we have the new ip from the datacentre. We apologise for the outages today but the move later tonight should ensure trouble free service from this server ongoing in the future. [UPDATE] The new IP will be 78.129.137.75 (once the migration is completed - scheduled for later tonight)
FTP server
11 May 2009 10:50 : 54 days ago
Some clients have reported issues with FTP this morning. The FTP server is working fine, however due to configuration changes over the weekend you will need to set PASV mode to on. Once done you should be able to FTP fine.
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