support

Hosting questions:

Can I manage my hosting and emails myself?

Yes you can. You have control on many aspects via your hosting control panel. You can login to your hosting control panel via the client login page.

Where can I find my hosting control panel login details?

Your login details were sent to you when your website was launched, so have a quick look through your emails. Once you have them you can login via the client login page.

If you have no luck you can ask us to resend them to you, please email support@resolutiondesign.co.uk to do this.

Website display questions

Why is my website not loading?

This is likely to be a short-term problem. We maintain 99.9%+ website uptime on our hosting , but very ocassionally the servers may not deliver your site for a short time. If you leave it a couple of minutes and try again you may find the problem has resolved.

If not then please call us on 01380 728 898 so we can look into it for you.

Why is my website not displaying correctly?

If your website is live, but not displaying as expected, then this is likely to be a browser issue.

Browsers are the applications that are used to allow you to see websites, programmes like Google Chrome, Safari and Internet Explorer.

Different browsers and browser versions can display websites in different ways. From time to time, as browsers are updated, it’s necessary to fix display issues on websites.

When your website was launched it would have been tested to work correctly on the current versions of the main browsers; Firefox, Safari. Internet Explorer and Google Chrome. If you are looking at your site in a different browser, or an older version than the one it was tested in then you may see some display issues.

Updating your browser may resolve the problem. We recommend you use Firefox or Chrome. These two browsers are packed with the latest features, for instance the powerful HTML 5 and jQuery, enabling you to get the most from the web.

Now you are using an up-to-date browser your website should look how it did on launch. If the page is still not displaying correctly we may need to update your website, please call us on 01380 728898

Has my site been hacked?

If you feel your site has been hacked then please contact us  01380 728898.

We will investigate and take steps to reinstate your site and eliminate the vulnerability.

Email questions

What is webmail and how do I access it?

Webmail is the standard email package that comes with your hosting. It allows you to access your emails from any device with internet access as is commonly used when you don’t have your own device to hand, but you can also use it as your preferred way of accessing your emails if you wish.

To access your webmail please go to the client login area and follow the instructions.

How do I create a new email address?

You can add and delete email accounts via your hosting control panel.

Once the new email has been created it can take up to 60 minutes to become active.

Once the email is active you can access it via webmail (see the client logi page) or you can set up your email on your preferred email client (Outlook, Macmail etc.) so that you can access it directly from your own computer or other devices.

If you would like assistance with this you may be interested in our email and hosting support package. Please contact us for more information.

How do I setup my email on my computer?

How you setup your email will depend on the email client you are using, for example Outlook or Macmail.

The important information you need from your control panel is:

• email password (which you can find in your hosting control panel)
•  incoming mail server, which is mail.yourdomainname
•  outgoing mail server, which is also mail.yourdomainname

If you would like assistance with this you may be interested in our email and hosting support package. Please contact us for more information.

How do I reduce the amount of spam I am receiving?

You can adjust your spam filter settings via your hosting control panel.

If you would like assistance with this you may be interested in our email and hosting support package. Please contact us for more information.

Why is my mailbox full?

When you send or receive emails unless you move or delete them they remain in your mailbox.

To free up space you need to do one or more of the following:

> delete messages from your inbox you do not need, empty your trash and delete sent messages you do not need.

> if your using an email client (mac mail, outlook etc.) move messages you wish to store into files outside of your inbox.

> you can upgrade your storage if you wish, please contact us for more information.

If you would like assistance with this you may be interested in our email and hosting support package. Please contact us for more information.

I am able to receive, but not send emails

Being able to send but not receive emails is a common problem and normally this is because your outgoing mail server information is not set correctly on your device.

To fix this go to your hosting control panel and check your settings to ensure your username and password are correct and that the Outgoing Mail Server is set correctly on your device.

If you still have problems just check that it is not an issue with the particular email your are trying to send to (if you can send to other emails then it is a problem with your recipients email, not yours).

If you still have problems please contact us on 01380 728898.

If you would like assistance with this you may be interested in our email and hosting support package. Please contact us for more information.

Why am am having problems sending attachments?

If you are trying to send an email with attachment but it is bouncing back or unable to send, this might be due to the attachment being to large. Many Internet Service Providers (ISPs) place restrictions on the size of emails sent through their servers, we have a limit (commonly around 30MB per email) which is normally enough to allow you to send most documents, images and even some video.

If your attachments are very large we recommend using an alternative application for example: Dropbox or Droplr.

If you would like to host the files on your hosting server instead of Dropbox or Droplr we are able to create a password protected area for you on your site for you to upload your files to. If you would like more information on this service, please contact us on 01380 728898.

How do I set up an autoresponder?

If you’re going on holiday or out and about, you probably want to setup an autoresponder.

You can do this via your hosting cntrol panel, to access this please go to the client login area.

If you would like assistance with this you may be interested in our email and hosting support package. Please contact us for more information.