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Web Publishing - General Troubleshooting

Note: See CGI, PHP, Database FAQs, and publishing with Front Page and FTP for more information related to troubleshooting.

Authentication Problems

If you are receiving authentication errors when attempting to publish your webpages using an FTP client, FrontPage, or other webpublishing software:

• Please see if the host is entered correctly in the format of www.yourdomain.com and that your username and password are correct. If you normally use FTP to publish, you can test authentication quickly by using the Webtools: FTP Server Logon utility. Note: Please do NOT use this tool for Front Page webs. Also note that this tool is not entirely reliable and is provided only as an alternative method of testing your username/password when an FTP program is not readily available.
• If there is a proxy between you and our web server, please log in to both the proxy and the server.

Problems uploading pages/site or creating directories

If you log on successfully but are unable to upload pages to the server:

• You may have difficulty publishing to your website until your domain has been registered to use Stargate DNS servers. If you would like to verify that this has been complete, please visit the following website: Networksolutions: Whois. Enter your domain into the field (e.g. mydomain.com). Look for Stargate's DNS servers in the "Domain Servers" section: SLAVE1.DNS.STARGATE.NET 209.166.160.45 and SLAVE2.DNS.STARGATE.NET 209.166.160.46.
• Please check the permissions on the directory.
• An inability to upload or create directories may occur if you exceed the quota for your site. Generally speaking, programs like FrontPage and many FTP programs will indicate that there is a quota problem when attempting to upload a page. Please see if there are any indications that this is the case and if you have a backup copy of the site saved locally, please check the size.
• If you have a firewall, try turning it off and attempting to upload again.
• Perform a traceroute to the site to determine whether there is a problem with reaching the site and, if so, where the problem occurs: See Ping and Traceroute for information on how to use traceroute.

Unable to view site/the site is not loading in a web browser

If you are able to upload pages to the server but cannot bring up your site in a web browser:

• Please be sure that the site has an index.html file.
• Ensure that the files were uploaded to the public_html directory (Unix server).
• Be sure files and folders and correctly named, have correct case, no special characters. If your site is on a Unix server, please note that Unix systems are case sensitive.
• Have you recently uploaded a new or revised .htaccess file? If there are any errors in an .htaccess file, the site will most likely not load at all. If so, the file should be deleted off the server or placed into a test sub-directory until the problem with the .htaccess file can be determined.
• If you are getting the Apache default page (Unix server) and you are using an older browser that does not support http1.1 (see browser advanced options), try upgrading your browser. If you use a browser that supports http1.1 and still get the Apache default page, there may be a misconfiguration or the server alias has not been added. Please contact us for assistance.
• The domain may be suspended due to nonpayment for Stargate services. In addition, if you have not renewed your domain name with Network Solutions, your domain may be on hold. Click here to manage your account with Network Solutions.
• If your site does not load in Netscape 4.x, the problem may be due to the use of cascading style sheets (css) or code that the lower versions of Netscape do not handle properly (or at all). Check the site using Internet Explorer 5 or 6, Netscape 6 or 7 and determine whether the issue is symptomatic only in Netscape 4.x. If it is, rewriting the code to accommodate the Netscape 4.x browser may be necessary.
• If you have recently uploaded new pages but are still seeing the old, try clearing your browser's cache.

 

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