Frequently Asked Questions and Answers |...

Ask Our Experts – Frequently Asked Questions

Welcome to the Martfox Web Hosting Frequently Asked Questions.

Below are some questions that we commonly hear about our hosting plans. If you don’t see the answer to your question, or if you want more information about anything, feel free to open a support ticket and we’ll do our very best to answer all your questions!

About Martfox Web Hosting

What forms of payment do you accept?

We accept PayPal, Visa, MasterCard, American Express, Discover, Laser.

Why should I choose Martfox Web Hosting?

Service

Our ‘service first’ philosophy has allowed us to be one of the strongest and most reliable web hosting forces on the internet, building a client base of happy eBusiness and personal web hosting clients.

Stability

We provide a world class infrastructure and a top notch network so you can avoid costly investments in hardware, software, and system administration. We have a first rate BGP Network with state of the art fault tolerant IP routing to ensure your website stays up.

Growth Potential

Martfox Web Hosting offers four shared hosting plans along with VPS and Dedicated plans, all with increasing levels of functionality, allowing you stay ahead of the competition as your business grows. We are a reliable and affordable web hosting company with years of experience. We operate our own servers over which we have full control. We have a team of system administrators who are monitoring our servers 24 hours a day, 7 days a week, 365 days a year.

How do I transfer a website from my current provider to your hosting?

If you used cPanel control panel, moving your site is very easy. Simply open a support ticket and provide us access to the WHM/cPanel account. We will move your whole account with all sites, files, DB and emails to us for free.

How to change my username, password or domain hosted?

For security reasons, you need to login to the members area at https://www.martfox.com/customer/clientarea.php and submit a ticket to our helpdesk with a request to change your username, password or the main domain name hosted.

When submitting a new ticket use ‘cPanel Username/Domain Change’ as the subject and we will be happy to assist you.

Dedicated Servers

Can I upgrade my shared or VPS account to a Dedicated Server?

Yes. If you currently have a Shared Hosting account with us you can upgrade your package at any time to a VPS Server or dedicated server by ordering a new server via the Dedicated Server Order Form. WestHost can also move your data from your current account to your new server for you at your request. The process of this transition is seamless and requires no effort on your part.

Can my server’s hardware be upgraded? What are the fees for this?

You can upgrade your server to a larger plan at any time. You may also “add-on” additional hardware, software, and features to your server at any time through your control panel.

How do I add additional IP addresses? Is there an upgrade fee?

You can purchase additional IPs for 2.50 per month. They can be purchased through your control panel.

How long does it take to get my server set up?

We guarantee that all our standard server configurations will be set up within 1 business day. Factors contributing to longer setup times may include server add-ons, custom configurations, and payment approval time.

What is a Data Center?

Within the Web hosting industry, a Data Center is a facility used to store and manage Web sites and other Internet information and hardware infrastructure. These Data Centers contain computer servers connected to the Internet 24 hours a day, 7 days a week. Redundancy is a common theme found within high quality data centers and also can be implemented in varying degrees. Our data centers are Tier-3 centers, which are defined as having an uptime of greater than 99.98%. Data Centers are secure facilities that may also contain a network operations center (NOC) used for monitoring server activity, Internet traffic and network performance. Our data centers play a fundamental role in the uptime and reliability that we pass on to our clients. Click here for more details about our Data Centers.

What is RAID?

RAID, or Redundant Array of Independent Disks, is a method for storing data on multiple hard disks, then linking the disks so that the operating system on your server views them as a single entity. At VPS Node, we offer RAID for both SATA and SCSI hard drives in 3 different configurations with our Dedicated Servers:

  1. RAID-0: This type of RAID uses a method of data storage known as striping. The technology divides the data into pieces, and places each piece on a different drive. For instance, data piece A may be stored on Drive 1, while data piece B goes to Drive 2, C is on Drive 3, and so on. Because the data is divided, RAID-0 offers the top level of performance for disk IO. It is usually used for multimedia applications such as video editing and for situations where data loss is not as much a concern as is speed.

    RAID-0 does not actually provide redundancy and therefore all data is lost if one of the drives fails. We strongly recommend that daily backups are performed if you choose this RAID level.

  2. RAID-1: This type of RAID uses a method of data storage known as mirroring. This refers to the fact that every piece of data is written to at least two disks. As a result, RAID-1 offers a high degree of data security, but has a slight performance decrease because it requires capturing all data on two disks.
  3. RAID-5: This type of RAID is the most widely used because it offers a useful combination of protection and speed. It works by making enough of the data redundant so that even if a drive fails, it’s still possible to recreate and retrieve the information. Offering the best performance with data protection, this solution is ideal for high performance databases and sites that require high disk throughput.
  4. RAID-10: This type of RAID is useful in the event that one of your drives fail. RAID-10 allows the drive to be replaced or rebuilt without powering down the system.
    RAID 10 works by striping and mirroring your data across at least two disks. Mirroring, or RAID 1, means writing your data to two or more disks at the same time. Even if one disk fails completely, the mirror preserves the information. Striping, or RAID 0, means breaking your data up into chunks and writing the chunks to different disks in succession. It improves performance because the computer can get data off more than one disk simultaneously. (For the purists out there: RAID 0 technically isn’t a RAID level at all because it doesn’t provide any redundancy to protect information. However, it is commonly referred to as a RAID level anyway.)
What is your policy on bandwidth?

Each dedicated server comes with a bandwidth limit. If you exceed your plans monthly allotment, you can purchase additional bandwidth at an affordable price.

What is your uptime guarantee?

Martfox Web Hosting servers connect to the Internet through redundant high-speed connections on diverse backbones, ensuring data delivery to the end user in the fastest, most efficient manner possible. We guarantees a 99.9% uptime excluding scheduled maintenance and prior notified upgrades. Our Cisco powered network combined with 24/7/365 monitoring by highly qualified network engineers and administrators, guarantee the functioning of all network infrastructure including routers, switches, and cabling.

What software will you install on my server?

There is a complete list of features and software that comes on all Managed Dedicated Servers under the Standard Features section of our site.

Who is responsible for the server hardware?

Martfox Web Hosting guarantees the functioning of all dedicated server leased hardware components and will replace any failed component at no cost to the client. Hardware repair/replacement will begin immediately upon identification of a hardware problem. Hardware is defined as the Processor(s), RAM, Hard Disk(s), Motherboard, NIC Card, and other related hardware included under the server lease. The time required to repair/replace hardware does not include software reinstallation and/or data recovery from backup tapes/disks (time frame depends on size of disk).

Will I be able to manage my server through a Web-based control panel?

Every Dedicated Server can be ordered with a powerful control panel (Web Host Manager – WHM). It gives you complete control over creating and customizing your account(s) and allocating resources. On an individual account level, you will use WHM to manage e-mail, domains, and other aspects of your Web site(s).

Will I have Root Access?

We do offer on all our Managed Dedicated and VPS Servers full root access.

Domain Registration

Can I edit MX, CNAME, A records of my domain?

You can change the MX records for your domain by navigating to cPanel -> MX Entry tool.

If you need to edit any other DNS records (such as CNAME or A records) please use either the Simple DNS zone Editor or the Advanced DNS zone editor, both of which are located in your cPanel.

Can I transfer a domain name registered somewhere else to you?

Yes, it is possible to transfer your domain registration to Martfox Internet Services. To do so you need to fill out the order form select “Transfer your Existing Domain”, and enter the EPP authorization code. Once you do that we can proceed to transfer your domain name. Pricing for domain transfers and renewals varies by domain type (TLD) and may be seen on our domain order form.

Important Note:

In order to transfer your registration to us you must submit your request to us at least 14 days before your domain name expires at its current registrar. If it’s past that date you’ll have to renew with the current registrar. Your domain name must be “unlocked” with the current registrar, and you will frequently need a domain transfer code or “EPP code”.

Can I transfer an expired domain from Martfox Web Hosting?

Unfortunately, no. You will need to renew the domain first and only after that you can transfer it out. Due to our system security restrictions, the EPP code cannot be sent when the domain has expired.

How do I point my existing domain to your nameservers?

In order to point your domain name to our servers you will need to visit your domain registrar (the website where you registered the domain) and set the nameservers there.

This is a common process at all domain registrars and the function should be located in sections like ‘DNS Management’, ‘Change Nameservers’. For specific help on changing the name servers at your domain registrar, feel free to navigate to their website’s help section. Search for ‘changing name servers’ or ‘changing DNS servers’.

Please note that any other nameservers that are set on your domain at the domain registrar will need to be removed and replaced by our nameservers.

After you have updated the nameservers on your domain, it will take some time to propagate. Usually it starts working in 24 – 48 hours.

If you still have any trouble with setting the nameservers, please let us know the details to login to the domain registrar, and we will reset these settings for you.

How long does it take before my domain name is active?

Once your domain name has been registered (or transferred, if applicable), it usually takes about 12-24 hours to be active. All Internet providers must update their records (DNS tables) to reflect the new site’s location.

You can register/order a new domain name here.

How long does it take for the DNS to update?

From the time you change the DNS on your domain name to point to our name servers it will take approximately 12-24 hours for the change to propagate throughout the Internet and become active. During this time your website may be down until the change has fully propagated through the Internet.

What should I do to transfer a domain from Martfox?

What should I do to transfer a domain from Martfox?

To transfer a domain out of Martfox.com you should submit a transfer request for the domain at the gaining registrar, just follow their instructions for your transfer request.

Before initiating the transfer at your new registrar make sure that the following applies to the domain:

  • The domain is more than 60 days old
  • The domain was not transferred within the last 60 days
  • The domain is “Unlocked” for transfer (“Registrar Lock” is released)
  • The domain is showing valid and up-to-date information for the Administrative contact in the Whois

You may release the Registrar Lock in the following way:

  • Sign in to your account
  • Click on Domains > My Domains in the main top menu
  • Click on Manage Domain, then management Tools > Get EPP Code

After the transfer at the new registrar is initiated and the EPP code is entered, they should send a transfer approval email to the Administrative email address listed on the domain. After approval Martfox has 5 days to release your domain(s) as per ICANN Transfer policy. Unfortunately, the release process cannot be sped-up.

When I register a domain name, who will have ownership of it?

When you register a domain name with Martfox Internet Services, you will have full ownership of your domain name. This means that you can move your domain name somewhere else or modify it however you want. You have full control over your domain name.

Will there be any downtime in transferring my domain name registration to you?

There is no downtime associated with transferring your domain name registration to Martfox Internet Services. Once the domain is transferred you may wish to change the DNS on your domain to point to our name servers. If you do change your DNS servers, this can introduce downtime of up to 24 hours.

General Web Hosting

Can I add software to my account?

Yes. You have complete control over all aspects of your account, including the installation of software. If you install software not included in your hosting plan, we cannot guarantee its functionality and it will not be supported by our technical support staff. However, because we offer support for Perl, PHP, MySQL, and other programming languages, you have very few limitations when it comes to which software you can install. Finally, Martfox Internet Services is constantly adding new and exciting software applications that can be installed automatically through the control panel at any time.

Can I upgrade my account if I need to?

Yes. You can upgrade your account at anytime. You will pay the difference between your current account and your new account. There are no extra fees involved in upgrading. You can upgrade your account by logging into your control panel.

Can you host domain names other than .com .net .org .biz .info and .us?

We can host any domain name.

Do you offer a “Control Panel” or some other utility to manage my website?

Yes, Martfox Internet Services features an enhanced user interface that is fully integrated with WHM/cPanel. Our single-sign on control panel gives you access to domain registrations, SSL certificates, and other hosting account features. Our hosting accounts feature cPanel which is the industry leading control panel and provides a rich online environment from where you can manage your web hosting.

How can I change my account from name-based to IP-based?

If your account is on a plan that is name-based and you would like it to be IP-based, you can do so by logging into your control panel at https://www.martfox.com/customer/clientarea.php and ordering an IP address add-on for your hosting service. The charge for doing this is only €2.50 per month.

How long does it take to set up a new account?

New cPanel accounts are guaranteed to be set up immediately after the invoice payment, VPS servers within 24 hours after the invoice payment. Once an account is set up an activation notice will be sent to you via e-mail including your account information. You can begin uploading files to your new website immediately. You will be given a temporary web address to access the site prior to the completion of either domain registration or domain transfer so you can start working with your account right away.

What is the difference between name-based and IP-based hosting?

Name-based hosting is when hosting sites share a single IP address, with site traffic directed by the server to the appropriate hosting account by examining ‘host headers’. IP-based hosting accounts come with a unique IP address that is not shared with anyone else. At any time, for an additional €2.50 per month, you can convert a name-based account to an IP based account.

Some of the features that require IP based hosting are:

  1. Purchasing your own SSL certificate and using your own domain name for SSL access (secure socket layer).
  2. Anonymous FTP (file sharing) for your visitors is not possible under name-based hosting.
  3. Running scripts or software that requires a unique IP.

PHP Questions

Can you increase PHP and MySQL resource limits, enable some functions?

Yes, we can install various modules for PHP, enable most PHP functions and, in some cases, modify the default PHP configuration file to mach your website needs. Moreover, you can set and modify most of such PHP settings yourself by using the php_flags in .htaccess file.

If you require any PHP module installed or function enabled, please let us know, and we will double check if it is possible to enable it.

Do you support Zend or Ioncube

Yes, Zend Optimizer and Ioncube are enabled on our servers by default. We can also enable other encoders and PHP features if requested.

SSL Certificates

How can I obtain my own SSL Certificate?

If you would prefer to have your own SSL certificate, we can help you purchase and install a GeoTrust, RapidSSL or other certificate automatically. We believe that excellent authentications and verification procedures are absolutely essential in order to ensure trust on the Internet. For more information about obtaining your own SSL certificate, please see our SSL Web Hosting Page.

What is a CSR?

CSR stands for ‘Certificate Signing Request’. The CSR contains information about the person or organization who is requesting the certificate (the same information which will eventually be contained in the certificate itself) along with a public key relating to that person or organization.

The CSR is to be sent by the requesting person to the SSL provider in order to generate the SSL certificate. This can be generated inside your control panel (cPanel).

What is an SSL Certificate?

The Secure Sockets Layer (SSL) is a commonly used protocol for managing the security of a message transmission on the Internet. SSL uses a program layer located between the Internet’s Hypertext Transfer Protocol (HTTP) and Transport Control Protocol (TCP) layers. The “sockets” part of the term refers to the sockets method of passing data back and forth between a client and a server program in a network or between program layers in the same computer. SSL uses the public-and-private key encryption system from RSA. With an SSL Web Server Certificate on your Web site, any information sent to your Web server is encrypted or scrambled, making it impossible to intercept or steal. It also displays the identity of the Web site owner, and the name of the independent authority who verified that identity, such as GeoTrust or Comodo.

What is SSL Security?

The SSL (and TLS) protocol is the Web standard for encrypting communications between users and SSL (secure sockets layer) e-commerce sites. Data sent via an SSL connection is protected by encryption, a mechanism that prevents eavesdropping and tampering with any transmitted data. SSL provides businesses and consumers with the confidence that private data sent to a Web site, such as credit card numbers, are kept confidential. Web server certificates (also known as secure server certificates or SSL certificates) are required to initialize an SSL session.

Customers know when they have an SSL session with a Web site when their browser displays the little gold padlock and the address bar begins with an https rather than http. SSL certificates can be used on Web servers for Internet security and mail servers such as IMAP for mail collection / sending security.

Why do I need SSL Security?

SSL provides businesses and consumers with the ability to collect private data, such as credit card numbers, in a secure and confidential manner. If you intend to collect any kind of sensitive information from your clients you should get an SSL certificate to encrypt the data. Also, some state laws now require secure transaction processing and the protection of customer information. This is known as PCI Compliance or standards set by the Payment Card Industry.

Why should I purchase my certificate from Martfox?

If you purchase your certificate directly from Martfox, you can save yourself the hassle of installing the certificate yourself by having us automatically install the certificate for free. In addition to free installation, purchasing from Martfox is also less expensive than purchasing the SSL certificate directly through the vendor.

Support

I need an immediate answer

We recommend checking through this online Answers & FAQs since chances are, we have an article that addresses your particular concern.  You can use the search function in the right sidebar, or peruse the articles in specific sections.  We are constantly updating this knowledge base to make it as comprehensive as possible, and you may be able to find an immediate answer to your question.

To get started check out the following topics:

So, how do I raise a support ticket?

Simply fill out the form here and one of our support staff will get back to you straight away. If you have currently an account with us, please log in before you open a support ticket.

What are the benefits of raising a support ticket?

When you raise a ticket, your question or issue can be passed on to the person best positioned to help you. You can refer back to any instructions or advice you’ve previously been given, and our support team can see what’s already been said – all from an easily accessible place.

Our support team is the biggest in the company, and we prefer to have plenty of people on hand to assist you rather than one or two support staff trying to cram answers into tweets to multiple customers, with company announcements and blog links thrown into the mix as well.

Why don’t you offer support via Twitter?

There are plenty of reasons why we don’t offer Twitter support, including:

The 140 character limit

Even with the fab creation that is deck.ly, there’s not enough space to go into your issue in detail. It’s best for both parties to be as specific as possible, and Twitter just isn’t designed for that.

Security and data protection

Not only is it easy enough to fake a Twitter account, but we don’t want to give out or ask for personal information or any other details that could compromise the security of your websites or account.

It’s not Twitter’s purpose

Twitter wasn’t built as a tech support platform, whereas our bespoke ticketing system was, and has a lot of essential features to ensure your question is answered appropriately and efficiently. Trawling through hundreds of tweets to find out what was said last doesn’t sound like the best way to offer support.

Details are sparse

On Twitter, we can’t necessarily tell how much technical knowledge you have, what issues you’ve raised in the past, which products and services you have or even what your name and website are, making it more difficult to help. This is especially true if you’re a reseller and your customer has a question. On the other hand, our support team has the details needed to provide a solution.

Why we don’t offer phone support

One of the most common questions we hear here at Martfox is “why don’t you guys do phone support?” And it’s a fair question, because so many people are accustomed to it. But in our industry, and with our product, the drawbacks to phone support outweigh the benefits. We’ve maintained that we won’t offer phone support, and I’d like to take the opportunity to explain why. I think you’ll see that when it comes down to it, it’s not that we don’t want to talk to our users- it’s that we want to give them the best support possible.

Accuracy

When you send in a support ticket, we see a user dashboard that displays your account information, including all your services, addons, invoices, orders etc. You can tell us where the problem is, and then we can go in and take a look at it for ourselves. We can diagnose it accurately, and typically, we can do this quickly. The opposite is true if we’re on the phone. If a user were to call us and say, “my site isn’t displaying correctly” — well there’s a hundred reasons why that could be happening, and we can’t see any of them to make a correct diagnosis. The conversation becomes a long, drawn-out process of trial-and-error, when the problem could likely be fixed quickly and easily – if we could see it. Remember that support tickets are a “help me help you” type of scenario- the more information you can provide us, the easier and more efficiently we can answer.

Tools

Online, there’s a variety of ways we can answer how-to questions or help you solve a problem. We have screencasts, screenshots, help docs, help videos, blog posts and even code snippets at our disposal. All of these methods make answering support questions a breeze. On the phone, however, those tools aren’t available. Clicking a link is much easier than writing down a web address, or signing on and hoping you’ve got the right answer.

Time

After you submit a support ticket, you can get on with your life and check your email later for a response. Phone support, on the other hand, comes pre-packaged with long hold times. That’s because correctly identifying, replicating, and testing problems takes time. We’ll spend an hour or two on a single ticket just to make sure we get it resolved. And if you have, say, an advanced cPanel or server problem, you’re going to wait even longer while we track down a server administrator and get his input.

Support Staff Protection

It’s incredibly rare that we get an angry support ticket. But you can’t please everyone, and we do get angry customers from time-to-time. This may be selfish on our part, but we don’t want to subject our awesome staff to angry support calls. We want to foster a fun, enjoyable work environment, and we believe that not being yelled is an integral part of this.

Security

Finally, we like the support ticket system because we can see your account information. We know who you are, which Plan you’re on, the status of your account, and much more. This verifies your identity, which assures us that we’re talking to the right person.
In the end, we want to provide you with the best support possible, and I believe this is how it’s done. Seeing your problem, using all available tools to answer, spending the necessary time, making sure you get the right information, protecting our staff, and ensuring security are all integral to quality support.

Website Building

Can I have custom error pages?

Yes, you can set up your own custom error pages by using the .htaccess file (it is located in your public_html folder) or by navigating to your cPanel and clicking on the ‘Error Pages’ icon. This will give you access to the easy to use Custom Error Page Creator.

If you have any trouble creating an error page, please let us know and we will do this for you.

How do I install Guestbooks, Forums, Blogs?

We have a huge collection of scripts that are already pre-installed on your hosting account. Some of these scripts include: B2Evolution, WordPress, phpBB, Joomla, phpWebsite, SMF (over 350 scripts are available!). These scripts are ready to be auto-installed in 1 click!

How to CHMOD (change permissions) of some file?

The easiest way to chmod files (change permissions) is using the FTP client. Log on to your FTP account and select all of the files/directories you want to change permissions for. Right-click the selected files and select ‘File Attributes’ (in Filezilla) or ‘Properties’ (in most of other FTP clients) menu. You will see some numbers like 644 or 755 (for example) in the file attributes window. Change these numbers to any value you need (e.g.777) and click the OK button to confirm the changes.

You can also change file permissions by using the File Manager which is located on your cPanel. The button for permission change is located on the top toolbar in the File Manager window.

If you have any troubles with this (For example you are receiving file ownership errors), please let us know and we will fix this for you in a few minutes.

My website shows “Internal Server Error”

There are many different possibilities for this. In most cases it is due incorrect .htaccess file configuration.

Although this is generally caused by a problem within the script, many times it is caused by incorrect file permissions either on the script itself, or another file or directory used by the script. You should also verify the that the script paths are set correctly.

Also, please check if the file was uploaded in the correct mode (ASCII or Binary – check the readme for the scripts to see any special instructions. Normally it is ASCII).

Also it could be related to the permissions of the file or directory. Your script permissions should be 755, or rwxr-xr-x.

How do I fix a ‘500 Internal Server Error’ on my website?

1. Interference with an .htaccess file.
If you have implemented .htaccess on your site, it may be interfering with the web page you are trying to load into your browser. Please double check the .htaccess configurations to ensure that it doesn’t contain any errors. To confirm whether a misconfiguration .htaccess is the cause of the 500 Internal Server error, either remove or rename the .htaccess file.

2. PHP Coding Timing Out
If your PHP script makes external network connections, the connections may time out. If too many connections are attempted and time out, this will cause the Internal Server Error. To prevent such time outs and errors, we suggest that your relevant php scripts be coded with some timeout rules.

3. Search on Google for your Script Name + Internal Server Error Fix.

For example if you get this error on WordPress blog – query Google for WordPress Internal Server Error Fix.