Frequently Asked Questions

Shared

What are the settings to configure and use email?

The following will show you the information needed to configure an email client to use your Lunarpages hosted email.

Incoming Mail Server:

  • Example: mail.domain.com

Incoming Port:
POP – 110
IMAP – 143

Please note that for Business Plans (PCI-Compliant Servers) the POP port will be 995 and the IMAP port will be 993)

Username

The username will always be the full email address of the email account that was created.

Password

This is the password that was assigned to email account when it was created in your control panel. If you need to change your password please do the following:

  1. Log into your control panel.
  2. Click on your ‘Email Accounts’
  3. Find your email address from the list of users, click ‘Change Password’
  4. Change your password, then click on the ‘Change Password’ button.

NOTE:
If the email user knows their current password, they can choose to reset it via Webmail.

Outgoing Mail Server:

  • Example: mail.domain.com

Outgoing Port (SMTP)
SMTP – 587

Webmail:

Our shared servers offer several webmail applications which can be accessed from any Internet browser.

Webmail access: http://domain.com/webmail/

I cannot access my site and email from my home network but it works on other computers and devices.

This is most likely an IP address block. Our servers use a centralized firewall that detects multiple failed logins to the server, port scanning(very common with Apple devices), simultaneous connections, and even a weak network connection from your IP address can trigger a block. Whether it’s http, mail, cPanel, webmail, ftp, and mod security failed login attempts will block an IP address for security reasons. To correct this you can call Lunarpages support or send an email to ipblocks@lunarpages.com and a tech will remove the IP address from the servers firewall deny list.

You can retrieve your local IP address by going to http://ipchicken.com/

I purchased a new domain and I want to change the primary domain to my new one.

Changing the primary domain is possible however we recommend if it is possible to add your new domain as an add-on domain reasons being the primary domain is how we locate the account. If it is not possible to have the new domain as an add-on domain we recommend backing up your account including emails as the process requires we recreate your account which will remove all data.

Why am I getting these 5/5 or 400/400 mail delivery failure message?

Most the time these messages are caused by either a forwarder or an auto responder. if an email account is forwarding the message to Gmail, Yahoo, or Hotmail, these companies have certain settings in place that will block the domains sending capability to their servers and that will cause it to bounce back giving the 5/5 message. If there is an auto responder it may be that the auto responder is responding to an email address that doesn’t exist. Another possible reason could be the account may be exploited and be sending out spam messages using the sendmail function and causes the 5/5 message or the 400/400 message.

Why is my server blacklisted?

It’s not uncommon for a server IP address to end up on a blacklist, especially on a shared server. It could be due to overall volume of mail coming from that server, messages that seem to have characteristics of spam in them, and exploited PHP mailer scripts. Another common cause is email forwarders. If you have user@domain.com forwarding to user@gmail.com, if user@example.com is spammed, our mail server will forward that onto Gmail and their servers might see our mail IP address as relaying the spam message to their server, even though it wasn’t the originating server of the spam.

We monitor all of our servers for signs of excessive email. If you’re having an issue emailing a certain provider and or you are receiving a bounced email/fail delivery message, we urge you to send an email to abuse@lunarpages.com so our Abuse team can take care of the blacklist issue.

My site is coming up blank or shows a database connection error message.

If you are using WordPress or any third party PHP script, majority of the time when you see a blank page, it means that there is misconfiguration in the script. This could be caused by a plugin that you may be using that is not functioning properly, script is poorly coded, faulty theme that you are using, exhausted PHP functions, or due to an upgrade of the PHP version on the server. Since the problem can be caused by any number of things, it may require a lot of troubleshooting. We recommend that you send an email to support@lunarpages.com(24 hours via our online helpdek) or contact our support team at 877-586-2772 Monday – Friday 7:00am to 5:00pm PST.

If your site is showing “Error Establishing a Database Connection” it can be caused by many different things. It could be that your database login credentials are wrong or have been changed, your database server is unresponsive, your database has been corrupted. In our experience, majority of the times this error happens because of a MySQL upgrade on the server that requires the database password to be reset.

You can repair, optimize, and change your database user password in your control panel under the MySQL databases section. If the repair did not fix the problem then you will need to locate the configuration file for your PHP script which is the most important file in your entire script. This is where you specify the details for the script to connect your database. If you changed your database user password, then you will need to change this file as well. First thing you should always check is if everything in your configuration file is the same. See WordPress configuration file as an example below:

1 define(‘DB_NAME’, ‘database-name’);
2 define(‘DB_USER’, ‘database-username’);
3 define(‘DB_PASSWORD’, ‘database-password’);
4 define(‘DB_HOST’, ‘localhost’);

I need to change the DNS for my site but I cannot find the DNS manager.

on cPanel servers the advanced DNS manager has been disabled due to security reasons in order to make changes call in and provide the DNS changes needed or emailing us at support@lunarpages.com

My site is coming up with an Internal Server Error.

With an error message like a 500 Internal Server Error, first thing you will want to do is check the server error logs for your account. These logs can be accessed in your Lunarpages control panel and can provide useful information to any code errors or other potential causes of a site failure.

Error with an .htaccess file:
If you are using a .htaccess for the configuration of your site(s), it could be preventing your web page from loading in your browser. You can check the .htaccess configuration for any syntax errors that can cause a 500 Internal Server Error message. To confirm whether the .htaccess is the cause of the 500 Internal Server error, either remove or rename the .htaccess file temporarily and then try to reload the page.

Excessive resources:
A 500 Internal Server Error can also be caused by too many connections and or processes from your account on the server. You can check the server error logs to see if the problem is due to high resources. You are only allowed 2% of CPU and Memory and .2% of the MySQL processes.

Why am I getting prompted to update my password in the Customer Account Pages?

Every 6 months the password are preferred to be updated for your protection.

Why aren’t my emails delivering?

Often this is an RBL issue, sometimes the email address is invalid, or there’s a problem with the SPF record, or there’s an issue with the sending domain.

Can you update my website for me?

We do provide a service to do light updates via MSH (Manage Shared Hosting) at a cost, if you require advanced updates or a site redesign we do have a design staff that can also assist and provide a quote of work needed to be performed.

Why did my website get hacked?

Typically, a website gets hacked it’s due to one of two things: a CMS exploit or a weak/compromised password, very often it could be prevented by applying updates to the website via the backend panels.

Dedicated / VPS

What is the basic quota for managed backups?

By default we provide 50GB of quota on disk.

Can we buy additional managed backup space and what is the cost?

Additional space can be purchased if needed. The pricing starts at $34.95/50GB of disk space per month plus $0.70 for each additional 1GB per month if needed.

Do you provide SSL? and how much is the price?

We can provide a Standard Certificate for $109.00, per year which includes installation fees.

Do you provide multi domain SSL certificate?

We do not provide multi domain SSL certificate. We can install it in your domains if you purchase it from an SSL vendor there would be custom charge for installing wildcard SSL.

What all are the features included with SSL?

The Standard Certificate, at $109.00/year includes the following features:
*Online Automated Validation – No paperwork, no faxes, no delay
*Industry standard 2048 bit digital signatures
*99.9% Browser Coverage
*$250,000 Relying Party Warranty
*256 Bit Encryption
*FREE Trust Logo
*FREE Site Seal
*For more information about the Certificate Warranty, please visit the following URL:
http://www.comodogroup.com/repository/docs/SSL_relying_party_warranty.html

How can I update Centos version to Centos7?

There are two options to upgrade centos on your server,
1. Re-format the existing machine and install CentOS 7, after you have taken a backup of the content.
2. Set up a new machine with CentOS 7, where you can re-upload your data and after everything has been configured, you would need to change the private nameservers that you are using and point them to the new set of IPs that will be assigned. We would be able to keep the old server up for one week while the content is being moved over.

How can I edit DNS zones under LPCP for dedicated/VPS?

We have added DNS editor feature to newest version of LPCP, we can upgrade LPCP to the latest version, so that you can use this feature.

I am getting notification from cPanel regarding ‘unmonitored services’ recenlty, why?

Latest versions of cPanel system features to scan all active services and sends a notification that lists all of the unmonitored services, we can add the unmonitored services to chkservd.

Would upgrading PHP in my server affect LPCP installation?

Since lunarpanel is using it’s own PHP and Apache installations, there won’t be any issues in upgrading the PHP version in the server.

Google blocked mail server IP

Most common reasons are due to Google blocking your mail server IP due to the unsolicited mail originating from your IP address. This could be caused by too many abuse complaints and/or too many inactive recipients in your databases. As per the Google guidelines “if you are now in compliance, note that it may take some time for delivery to improve” As such we recommend you to enable DomainKeys (DKIM), rDNS(ptr records) and SPF records, they are becoming a common demand among email providers, mainly Yahoo, gmail and Hotmail.

These two methods of email authentication designed to verify email integrity, by linking a sender to your server or hostname. SPF (Sender Policy Framework) is a feature that allows a recipient server to verify that an email message has really been sent from the domain specified in the From: field. DKIM helps verify the sender and integrity of a message.

Why am I receiving a high amount of spam to my inbox?

One of the most common isuse with email accounts running with cPanel/LPCP/Plesk is spam mails there are few simple steps you can follow to minimize the amount of spam you receive to your inbox:

Don’t Accept Mail to Users Mailboxes That Don’t Exist – Default Address => Spam Assassin.Spam Assassin is an excellent way to filter out spam at the server level before it gets to your mail client.

Incase if the issue persists, please email us at dedicated@lunarpages.com with the full email header of any two or three spam mails you receive. More information on how to extract an email header can seen from following url:

https://support.lunarpages.com/knowledge_bases/article/26?fallback=true