Frequently Asked Questions

This section covers the main tech support questions that are asked on a day to day basis.

EMAIL PROBLEMS

LOCKED MAILBOX
Q: My Email isn't working, I keep getting a message saying that my mail is already being read.

A: This is usually due to the email account not being closed properly by your mail client software.

SOLUTION: This one has to be fixed by us. If you have a problem like this then please Click Here and fill in the form choosing the "Locked Mailbox" option. You will need to also specify your username and email address.


HOST SERVER POP.AZTECINTERNET.NET CANNOT BE FOUND
Q: When I check my email I get an error saying that the host server pop.aztecinternet.net cannot be found.

A: This usually is caused by the user not having a proper connection to the internet when they check their email.

SOLUTION: Check your settings in Outlook Express to make sure that you have chosen a working dial-up account. If your dial-up account is not curently working and you are looking at this website on a different computer then check your dial-up settings. A good way to test that the dial-up is actually working is to browse for a web site.
Consult your dial-up account provider if dial-up is not working as we cannot support their services.


USERNAME OR PASSWORD REJECTED
Q: I get a error message saying that the server cannot authenticate either my username or password.

A: First check that you have typed the username, password and host address in lower case with no spaces. We use this format for all of our user accounts in both FTP and email.

Nope, still not working...
This is a rare problem in which your user account needs to be reset. It will not affect the messages in your mailbox.

SOLUTION: We have to sort this one out our end If you have a problem like this then please Click Here and fill in the form choosing the "User/Pass Rejected" option. Also you will need to specify your username and password so we can sort this one out. We can set a new password if you can't remember the old one but you will need to change the password in your mail client.


EMAIL WILL NOT DOWNLOAD AFTER A CERTAIN MESSAGE
Q: I have an email that is causing problems and clogging up my mailbox and it kills the download at the same point every time.

A: This is a common problem and the reason for the email stopping the download is often due to a bad attachment.

SOLUTION: We can delete the email and notify you of the sender's email address and subject so you can contact them and arrange a different form of sending the file e.g: CD-ROM or floppy disk etc. If you have a problem like this then please Click Here and fill in the form choosing the "Email Blocked" option. Make sure you include the number of the email and the subject and sender of the preceeding email you successfully downloaded so we can identify and delete the offending email for you.


FTP PROBLEMS

USERNAME OR PASSWORD REJECTED
Q: I get a error message saying that the server cannot authenticate either my username or password.

A: First check that you have typed the username, password and host address in lower case with no spaces. We use this format for all of our user accounts in both FTP and email.

Nope, still not working...
This is a rare problem in which your user account needs to be reset. It will not affect the contents of your webspace.

SOLUTION: We have to sort this one out our end. If you have a problem like this then please Click Here and fill in the form choosing the "User/Pass Rejected" option. Also you will need to specify your username and password so we can sort this one out. We can set a new password if you can't remember the old one but you will need to change the password in your FTP client.


DEFAULT DIRECTORY NEEDS RESETTING
Q: I get in to my webspace ok with FTP using my username and password but I can't see anything.

A: The default domain path for your FTP has become corrupt and needs resetting.

SOLUTION: If you have a problem like this then please Click Here and fill in the form choosing the "FTP path corrupt" option. Also you will need to specify your domain name.


OTHER PROBLEMS

OOPS... WHERE'S THAT SITE GONE???
Q: I have just changed one of my sites and I no longer see it in a browser.

A: If you have multiple domain names pointing to multiple sites in your webspace we will automatilally set up a folder for each of those sites. If you change the name of the folder then the site will no longer be pointed to any more and therefore cannot be seen in a web browser.

SOLUTION: Change the name of the folder containing the html pages of the affected site back to what it originally was. If you cannot remember the folder's name then please Click Here and fill in the form choosing the "Site's enclosing folder" option. Also you will need to specify your domain name.


MY PROBLEM IS NOT MENTIONED HERE

If this is the case then Click Here and fill in the details required and we will endeavour to assist you. If your problem is generic and valid then it will be included in a future release of this page.