Troubleshooting Tips | Fix | Correct

Troubleshooting

Domains and E-mail

Why doesn’t my domain name or e-mail aliases work?
1. Please check to make sure that the domain name has not expired. Go to a Whois Web site, such as betterwhois.com or whois.com and search to find your domain name. A Whois Web site will report to you whether your domain name is expired. If the domain is expired, you will have to renew the domain with your registrar (click here if you registered this domain with us) or register a new domain (click here to register a new domain with us).
2. Confirm that you have specified a Web site that the domain will point to. The reason for this is because initially, domain names are attached to your username and not a sitename.
3. Please check to confirm that your Web site has not been disabled due to a billing issue. If you are able to log in to the Administration of the Web site, your Web site has not been disabled due to a billing issue. If you do have a billing issue, please contact Technical Support so that we may resolve the problem.
4. Please run the Checkup option in the Domain Manager to make sure that your Domain is functioning correctly and has been set up correctly on our servers.
5. If the above listed information does not correct the problem, please contact Technical Support so that we may better assist you.
Why isn't my e-mail associated with the domain working?
1. Please check to make sure that the domain name has not expired. If the domain name has expired, your e-mail associated with the domain will also cease to function. Go to a Whois Web site, such as betterwhois.com or whois.com and search to find your domain name. A Whois Web site will report to you whether your domain name is expired. If the domain is expired, you will have to renew the domain with your registrar (click here if you registered this domain with us) or register a new domain (click here to register a new domain with us).
2. Please check to confirm that your Web site has not been disabled due to a billing issue. If you are able to log in to the Administration of the Web site, your Web site has not been disabled due to a billing issue.
3. Please run the Checkup option in the Domain Manager to make sure that your Domain is functioning correctly and has been set up correctly on our servers.
4. Please check with your E-mail server company to make sure that their servers and your account is up and running.
5. If you are not receiving e-mails, check to make sure that you do not have SPAM filters or SPAM blocking in place that could possibly prevent the receiving of e-mails.
6. If the above listed information does not correct the problem, please contact Technical Support so that we may better assist you.

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Ecommerce and Orders

Why can't I add item groups or packages to my category?
Why can't I view my product catalog and/or checkout page from the Web site?
1. In order for the online catalog and checkout page to display on the Web site, you must have a catalog component and a cart component added to the site and properly configured. Make certain you have created a catalog page, a shopping cart page, and added each component to the proper page.
2. Verify that the catalog component is pointing to the correct cart page.
3. Make certain that the correct catalog page is specified in the ecommerce administration.
Why aren't some of my items or categories displaying in the online catalog?
1. Please keep in mind that only active items and active categories will display on the Web site.
2. The Web site must be Published after any changes are made in the Administration, Website Editor, and the Ecommerce section.
3. Make certain that any missing items are added to at least one category.
Why aren't some of my category/item images visible when viewing the online catalog?
1. Verify that the image is allocated to the proper item or category.
2. Any time images to be used in the catalog are added or changed, the catalog images must be updated.
3. Verify that images for the category, item, or package are enabled by editing the catalog component.

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Errors

What do I do if I continue to get Internal Server Errors?
1. Verify that you are able to go to other Web sites without the same error, such as www.yahoo.com, www.microsoft.com, www.apple.com, or www.mozilla.org.
2. Confirm that any anti-virus program or pop-up blocking program is not interfering with the 3.0 Administration. If you are unsure, simple disable those programs during the time that you are working in the 3.0 Administration.
3. Close all internet browser windows. Clear out all of your internet cookies and empty out all of your temporary internet files. Log back in to the 3.0 Administration.
4. If the above information does not solve your problem with Internal Server Errors, please contact Technical Support so that we may better assist you.

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Forms

How do I modify my HTML form to send information to the Contact Manager?
1. Create a form processor via the Form Processor Manager tool.
2. Add a form component to the page(s) as desired, setting it to use your form processor from step1.
3. Add a literal component to the form component and then paste in the HTML code of your form.
4. Edit the HTML code in the literal component, deleting the FORM tag and any hidden inputs.
5. Name your form fields under the list here to make sure that the Contact Manager knows what to do with the form fields.
6. Publish the website to see your changes and to test the form.
Why doesn't my form require certain field after I have set up the Required Fields option?
1. Confirm that the Required Field option is referencing the name of the field exactly. For example, if the form's field is called "first_name", then in order to require that field the name must be listed as exactly as "first_name".
2. Confirm that the required field option for that field has BOTH "Min Chars" and "Max Chars" filled out. Max chars should never be lower than Min chars.
Why don't my forms work?
1. After you create a form on your Web page with the use of a form component, you must specify a form processor to handle the information from the forms. If you create a custom form processor using the Form Processor Manager, you will be able to use the Form Processor Browser to view the forms from your Web site.
2. Please make sure that the e-mail address that is receiving the forms from your Web site does not have any SPAM filtering in place. If it does, you can create e-mail filters that will allow e-mails with the subject line that you specify.

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Internet Browser

How do I clear my Internet cookie files?
1. If you are using Internet Explorer for Microsoft Windows, in the file menu at the top-left corner of the Internet browser, click on "Tools". Click on "Internet Options". In the new window that appears, click on the button "Delete Cookies...". In the new dialog box that appears, click on the button "OK". When the system is done, click on the button "OK" again.
2. If you are using Internet Explorer for Macintosh, in the file menu at the top-left corner of the Internet browser, click on "Edit". Click on "Preferences". In the new window that appears, go to the section "Receiving Files". Click on "Cookies". For the section to the right, click on every website's cookie and click on the button "Delete". When you are done, click on the button "OK".
3. If you are using Mozilla, open the Edit menu and choose Preferences. Under the Privacy & Security category, choose Cookies. If no subcategories are visible, double-click the category to expand the list. Click on the button "Manage Cookies". In the new window that opens up, click on the button "Remove Cookies". Click the button "Close" to close the window, and then click on the button "OK" to close your preferences.
4. If you are using Netscape, in the file menu at the top-left corner of the Internet browser, click on "Edit". Click on "Preferences". Click the "+" sign next to the text "Advanced". Click on "Cache". For the section to the right, click on the button "Clear Disk Cache". Depending on the size of your temporary Internet files folder and the speed of your computer, this can take anywhere from 5 seconds to 15 minutes. When you regain control of the mouse cursor, click on the button "OK".
5. If you are using AOL 9.0, Click on "Settings". Click on "Internet (Web) Options". Click on "delete Cookies". When prompted for "Delete all cookies in the Temporary Internet Files Folder", click on the button "Ok". Click on "Ok" once more. After following all these steps, close all of your windows and restart your computer.
6. If you are using any other browser type, the steps listed above should be similar to the other browsers.
How do I clear my temporary Internet files?
1. If you are using Internet Explorer for Microsoft Windows, in the file menu at the top-left corner of the Internet browser, click on "Tools". Click on "Internet Options". In the new window that appears, click on the button "Delete Files...". In the new dialog box that appears, click on the button "OK". Depending on the size of your temporary Internet files folder and the speed of your computer, this can take anywhere from 5 seconds to 15 minutes. When you regain control of the mouse cursor, click on the button "OK" again.
2. If you are using Internet Explorer for Macintosh, in the file menu at the top-left corner of the Internet browser, click on "Edit". Click on "Preferences". In the new window that appears, click on "Advanced". For the section to the right, click on the button "Empty Now". When the Internet browser is finished (you will regain control of the mouse pointer), click on the button "OK".
3. If you are using Netscape, in the file menu at the top-left corner of the Internet browser, click on "Edit". Click on "Preferences". Click the "+" sign next to the text "Advanced". Click on "Cache". For the section to the right, click on the button "Clear Disk Cache". Depending on the size of your temporary Internet files folder and the speed of your computer, this can take anywhere from 5 seconds to 15 minutes. When you regain control of the mouse cursor, click on the button "OK".
4. If you are using Mozilla, click on "Edit" in the browser menu. Click on "Preferences". A new window will appear. Click on the "+" next to the text "Advanced". Click on "Cache". Click on the button "Clear Cache". Depending on the size of your temporary Internet files folder and the speed of your computer, this can take anywhere from 5 seconds to 15 minutes. When you regain control of the mouse cursor, click on the button "OK".
5. If you are using any other browser type, the steps listed above should be similar to the other browsers.
How do I enable Javascript for my Internet browser?
1. If you are using Internet Explorer for Microsoft Windows, in the file menu at the top-left corner of the Internet browser, click on "Tools". Click on "Internet Options". Click on the tab "Security" at the top of the new window that appeared. Click on the button "Custom Level". Scroll down the list and click on the circle to the left of "Enable" for the option "Active scripting". Click on the button "OK". Alternatively, you may select a security setting of "Low" or "Medium-Low" to automatically enable Javascript for your Internet browser.
2. If you are using Internet Explorer for Macintosh, in the file menu at the top-left corner of the Internet browser, click on "Edit". Click on "Preferences". In the new window that appears, click on the "+" sign next to the text "Web Browser". Click on "Web Content". For the section to the right, checkmark the box next to the text "Enable Scripting". Click on thge button "OK" to apply your changes to the Internet browser.
3. If you are using Netscape, in the file menu at the top-left corner of the Internet browser, click on "Edit". Click on "Preferences". Click on "Advanced". Checkmark the option "Enable Javascript", then click on the button "OK". You may have to restart your Internet browser for the changes to take effect.
4. If you are using any other browser type, the steps listed above should be similar to the other browsers.

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Minimum Technical Specifications

Click here to run a preliminary test on your system.

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My Account

I'm having trouble logging in to the Administration?
1. Please confirm that you are using your username and not your sitename.
2. Your username and password are case sensitive so you would need to make sure that your Caps Lock on your keyboard is not on.
3. If you have just forgotten your password, you may click here for more information on having the system send you a temporary password to the e-mail address that we have on file for your username.
4. If you continue to have problems logging in to the Administration, please contact Technical Support so that we may better assist you.
Why won't the system accept my change of password?
1. The system requires that the password have both at least one letter and at least one number. For example, "abcdefg" and "123456" would not be valid passwords but "abc123" and "123abc" would both be valid passwords.
2. Please avoid using special characters such as ", !, @, #, $, %, and so on...
3. If the system is reporting that you must supply a password hint question and password hint answer, these must be supplied before setting a password.
4. If the above listed information does not correct the problem, please contact Technical Support so that we may better assist you.

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Website Editor

For a table component, why is the table larger than what is specified?
For a text component, how do I select text under the Advanced section?
1. If you want to select all of the text in the text component, click on the blue text "Select All".
2. If you want to select specific words, click on the words themselves to select the words.
3. If you want to select a string of continuous words, click on the blue text "Select Block", then click the very first word and then click the very last word that you would like selected. Everything in between the first and last word will be selected.
4. Please keep in mind that you cannot select an individual letter in a word. To do this, you can either separate the specific letter from a word in the same component (such as, by using a space) or add the letter as a separate text component that is next to the rest of the word in another text component.
How do I add text to an image?
1. You can use free websites to modify these images, such as myimager.com and gifworks.com.
2. Add a navigation component to the page. Set automation for the navigation component to no. Remove all the buttons. Create a "button" by indicating the text you want on the image. If you want the image to link like a button, specify where it will link to in the field "Link".
3. Add a table component to the page. Specify the image that you want text on to be the background image of the table itself and specify the dimensions of the table to be the size of the image. Add a text component to the table itself.
How do I align the text that appears on the Flash pages?
How do I get text to wrap around an image?
1. On the Website Editor's Edit Pages menu, click "Edit" for the page whose text is to be wrapped.
2. If you do not have a class whose main style sheet has the "float" option set, you'll need to create one. Here are the steps:
  - On the top navigation bar, click Main and then click Edit Others - Style Sheets.
  - Click the Style Editor tab and create a new style with a name such as "image float left".
  - Click the Box Properties tab and select "left" from the Float dropdown menu (you may need to scroll down to find "Float"). If you'll be wrapping text lists around images, set "Right Margin" to a value large enough for bullets to display; a value of "20" works in most cases, so select "20" from the Right Margin dropdown menu. Once you have set "Float" and "Right Margin", click the "Update" button.
  - Click the Class Editor tab and create a class named imagefloatleft (you can't have spaces in a class name).
  - Click your new Class's name to edit it, select your new stylesheet in the Main dropdown menu, and click the "Update" button; close the pop-up window.
3. Click the image that you want to wrap text around, click "Edit", click the Properties tab, and select your float class ("imagefloatleft" if you followed the steps above) in the Class Name dropdown menu. Click Update and close the edit pop-up.
4. Click the text that will wrap around the image, click "Edit", click the Properties tab, and make sure the text is assigned to a class that does not have the float option.
5. Click "Back to Main Menu" on the top navigation bar to return to the Edit Pages menu, and click "Publish" to update your Web site with the changes you have made.
How do I get the correct map to display for my map component?
1. You may try different spelling versions of the street address, for example replacing "Road" with "Rd." or "Rd".
2. Use the 9-digit zipcode for the address you want to display.
3. To display an intersection, use the word "and" or the ampersand ("&") or the word "at". Examples: "First & Broadway" or "Interstate 25 and Colorado Blvd" or "Smith Road at Blake St."
4. To display interstates or highways, spell out the word "interstate" or "highway" completely. Some abbreviations may not be accepted.
5. For "North" and "South" in the street name, north and south may be abbreviated "N" and "S." The abbreviations "No." and "So." are not accepted.
6. For the city name, do not appreviate the cityname. For instance, New York should not be entered as NYC. In addition, cities like North Hampton should not be entered as N. Hampton.
7. For suite and apartment numbers, MapQuest does not recognize suite numbers and apartment numbers so it is best to omit them when entering addresses.
8. When a building's address is represented as an address range (for example, 24-58 Elm St.), you should select a single address within that range (for example, 24 Elm St.). MapQuest does not accept address ranges.
9. The Website Editor uses MapQuest to generate the maps on the Web site. MapQuest locates addresses through a process known as "geocoding". MapQuest uses a wide variety of information from many sources to provide geocoding, mapping and routing services. If you are still unable to get the correct map, it is very likely that MapQuest does not have the correct address for your location; you can report the map error to MapQuest by clicking here.
How do I edit my Flash components if there is no Flash Editor?
How do I remove the "Activate Site" and "Modify Site" links at the top of the Web site?
I just added a calendar component to the page but cannot see the calendar on the Web site?
1. Make sure that you have published the Web site and refreshed your view of the Web site.
2. Confirm that the calendar component actually has an assigned calendar to use. If you never created a calendar, you must do so from the Calendar Manager.
I just added a search component but cannot search for anything?
I just assigned Web site permissions for a user, why doesn't it work?
I just uploaded a file (image file, text document, spreadsheet document, etc...) and I cannot see it on the Web site?
1. Confirm that there are no illegal characters in the name of the file. For best results, use letters and numbers only.
2. Verify the upper and lower case of the letters used in the filename. For example, "myFILE.txt" is not the same as "myfile.txt".
3. You must Publish the Web site in order to see your files outside of the Administration.
4. Verify that the path to your file is correct. If you have the file in a folder/directory, this directory must also have no spaces or illegal characters in the name.
5. If the above information does not resolve the issue, please contact Technical Support for further assistance.
Why aren't changes to my layout page being done to my other pages?
1. Please verify that you have Published the site and refreshed your browser's Internet window to see the latest information.
2. For more information about copied pages and the effect a change will have on the other pages, click here.
Why can I edit a page but cannot view it on the Web site?
1. Check to make sure that the page is active and enabled.
2. Have you Published the site?
3. Verify that you still have a link to the page in question.
4. Verify that you do not have two pages with the exact same filenames. If you do, you must change the filename of the page that you do not want or you can delete the extra page.
5. If the above listed information does not correct the problem, please contact Technical Support so that we may better assist you.
Why can't I access files in my Web site directories?
1. Please keep in mind that the system-generated directories have an underscore "_" in front of the directory name. For example, the images directory is "_images". Any directories created by yourself can have "_" in them, but it is not necessary.
2. Confirm whether the directory itself is password protected. If it is, you will have to disable password protection in order to view the files or assign users for password protection.
Why do I get a "Forbidden" error when attempting to access my password protected folder?
1. Please keep in mind that if you set up a password protected directory, a file in this directory must be linked to directly. For example, let's say you create a folder called "mynewfolder" and you move (or copy) a file to that folder called "testfile.txt". If your domain name is "mydomainname.com", then the link to that file would be www.mydomainname.com/mynewfolder/testfile.txt. You would not be able to just link to "www.mydomainname.com/mynewfolder" as this will give you an error since the listing of the entire contents of the directory is not permitted. The error that will appear will be "Forbidden... You do not have permissions to view..."
2. If you do not have a home page called "index.html" and you do not have an active splash page called "splash.html", the system will not be able to identify a home page. You must have your home page as the filename of "index.html" in order for our system to identify a starting page for your Web site visitors.
Why doesn't my Flash component come up on the Web site?
1. The system will only display Flash components if the height and width of the component have been specified.
2. You may have password protection enabled for the directory in which the Flash introduction file is in. You will need to disable it.
3. Please confirm that you have the latest Flash Player for your computer. You can download the latest free Flash Player here
Why isn't my Web site being translated correctly?
1. Please verify that you have set up a Language Translator component properly.
2. If you have changed your sitename and you are currently translating your Web site via that Web address, you will need to re-translate your Web site by editing the Language Translator component and clicking on the "Update" button again. You will then need to Publish your Web site as well.
3. If you have multiple domain names, only one can be used as the Web address of your site to provide to Systran to translate your Web site.
4. Use shorter sentences to improve the translation tool's ability.
5. Verify that you are using proper grammar and correct spelling.
Why doesn't my Navigation component create new buttons for my new pages?
1. Confirm that your newly created pages are active and have a menu name applied.
2. Confirm that your Navigation component is set to automated.
3. If your Navigation component is using the image or 3-image style, that image file must exist in your image directory (you can check by browsing through the File Cabinet Manager). If the image file is incorrect, please specify the correct image to use for your buttons.
4. Confirm that you have published the website and viewing the actual website (and not a preview of the page).
Why don't my buttons wrap the way I want?
1. Confirm that the width of the table cell is actually given in pixels and not in percentages. Also, edit the table cell and give it less width than your computer screen.
2. Make sure the Navigation Component is set to Horizontal layout and set to wrap.

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Website Promotion

How can I learn more about optimizing and submitting my site?
How do I get my site ready for the search engines?
Why does it take so long for my Web site to appear in the search engines?
Why is my Web site not coming up under search engines?
1. Have you submitted your site to the major search engines and directories? These are listed in your Web site's Website Promotion Tool, which offers automated submission to the search engines that permit it, and links to the ones that do not but that still offer free manual submission. (Many also offer paid submission programs; refer to their sites for more information and for submission instructions.)
2. Is your domain name working? Your site can't be reviewed by search engine "spider" software or by directory editors if the domain name that you submitted is broken. Correct the domain name problem and then resubmit your site. And domain name problems might cause your site to be dropped from directories and search engines.
3. Is your site ready? You need good readable page content without "under construction" text or other wording that makes your site seem unready. DMOZ editors especially do not want submissions from sites that aren’t ready. Google is one of the most important search engines that relies upon the readable page text to collect information about your site. Other search engines compare meta tags to page text to prevent cheating. Play it straight and put good content on your site, and you'll generally get better results. You may also run the Website Analyzer Tool to verify if you have any broken links on your Web site.
4. Are you looking for your site using words or phrases that don't actually occur in your site's content or meta tags? Or are you using a search word or phrase that's too vague? For example, a site that sells English grammar textbooks can rank reasonably well in a search for "English grammar textbooks", but it will have a hard time ranking well if your only search word is "grammar". The Web has educational sites about grammar as well as commercial sites; and it is international, offering sites about the grammar of many languages, not just English.
5. Does your site have an introductory Flash page or other "splash" intro activated? These can interfere with search engine "spider" software, causing them to collect little or no information about your site. And they aren't liked by people who are searching the Web either. If submitting your site manually, you can bypass the Flash intro by specifying a page name in the Web address, e.g. http://www.myowndomain.com/index.html. If you are using the Website Promotion Tool to submit to search engines, you should keep the Flash intro page (splash.html) disabled, since you never know when the search engines will revisit your site.
6. Are you using any tricks that could get you in trouble? Examples of what NOT to do include using text that is the same color as the page background; using keywords that have nothing to do with what your site is really about; submitting a Web address that redirects to a different place on the Web, stuffing the same keywords over and over in your page or within your meta tags. Again, play it straight, provide good content, and you'll do better than if you try to trick the search engines.

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