How do I report Hosting Connection Problems to Customer Service?

When reporting a connection problem, please provide as much information as possible. The more information you provide for us, the faster we will be able to investigate and resolve the problem. Important information to include when contacting support is the following:

• What is your domain name?

• What Hosting connections are affected (browsing, FTP, telnet, e-mail, etc)?

• What is the exact error message or result you're encountering?

• Can you connect to your account by numeric IP number?

• Do you have access to a different ISP (or another computer connected to a different ISP, etc.), and if so does the problem occur with that connection also?

• Is the problem consistent, or does it work sometimes and sometimes not?

• How long have you been experiencing the problem?

• Is the problem software-specific (e.g., does it work okay with Internet Explorer, but not with Netscape, or vice-versa)?

If I can’t see my files on the Internet that I recently sent, what should I do?

If you are not seeing your FTP changes on the Internet, your domain name may not have been activated yet. Your new domain name will not be activated until your information has been registered with Network Solutions and it’s sent across the Internet. The industry standard time for this is 24-48 hours for new domains, and 4-7 days for domain name transfers. In the interim, you can access your Web site and upload your files via your Third level ID. (Ex. 154578E.netsolhost.com )

Which name servers do I use for my hosting account?

In order to use services with domain names which were not registered with Network Solutions, please update the A Record and MX Record at your current DNS provider .

For nsHosting Shared

For E-Mail

For faster and easier management of your domain names and hosting package, we recommend you transfer your domain name registration(s) to Network Solutions so you can link your domain names to your hosting package all at one site.

How do I point a domain to another Network Solutions service?

To switch a domain from being pointed to a hosting package to another service in your account, such as a Web site or Web Forwarding. Please follow these steps:

Step 1: Go to http://www.networksolutions.com/manage-it and log into your Account Manager

Step 2: Click on View Domain Name List from the left hand side.

Step 3: Click on the domain name you are managing.

Step 4: From the Domain Details page, go to the section labeled Change domain to point to and select the button for your new destination where you want your domain to point to.

Step 5: Then click Apply Change.

I have uploaded some changes to my Web site, but the changes do not appear in my browser.

Many browsers use “caching”. A browser will “cache” or download frequently visited pages to memory so users won’t have to wait for it to download each time. If your computer is caching your old site, it is reading an old page from memory, and not the new updated page on the Internet. To remove your cached files please follow these instructions:

Microsoft Internet Explorer Instructions

1. Open an Internet Explorer window, Click Tools from the menu bar.

2. Select Internet Options.

3. On the General Tab, usually the default tab, you will see an area labeled Temporary Internet Files. Press the Delete Files button, then Press OK and close the Internet Tools window.

Netscape Navigator Instructions

1. Open a Navigator Window, Click Edit on the menu bar.

2 Select Preferences.

3. On the left side, double-click Advanced, and the menu should expand underneath it.

4. Click on Cache, Press Clear Disk Cache, followed by the Clear Memory Cache button. Press OK.

Why can’t I view my Web Site on the Internet?

There could be several reasons why your Web site isn’t visible on the Internet. Please review the following situations:

• Did you remember to publish your Web site?

If you have just set up your Web site and not yet published it, your Web site will not be viewable on the Internet. To publish your Web site, review the article How to Publish a Network Solutions Web Site

• Did you point your domain name to a custom DNS setting?

If so, then your domain name is not pointing to the Network Solutions Web site you created. To check this:

1. Go to http://www.networksolutions.com/whois/index.jsp

2. Type your domain name (e.g., jimsbikes.com ) in the text box then click Search

3. At the bottom of the Whois Record For , under the Domain servers in listed order: the first two domain name servers should be NSXX.WORLDNIC.COM (where XX represents either a one or two digit number)

4. If the domain name servers do not end with WORLDNIC.COM , you will need to change your DNS in Account Manager:

   a. Click on the Account Manager and Log in with your User ID and password

   b. In the Domain Details section, select the domain name you wish to change. You will see     Change domain to point to , select Custom DNS Setting , then click Edit

   c. On the Edit DNS page, click the “continue” button under “move DNS to a New NameServer

   d. Please read the warnings and click continue on the please confirm page

   e. Under specify servers, drop down the box labeled “Select from an existing Name server”     and highlight “NSI Managed Name Server”

   e. Click Continue so your domain name will point to your Network Solutions site

Did you just move your domain name to a Network Solutions DNS or register a new domain name?

If so, it will take approximately 24-48 hours for the domain name information to be sent to servers worldwide. Once that process is complete, your Web site should be viewable and ready to go.

Reporting Connection Problems to Customer Service

When reporting a connection problem, please provide as much information as possible. The more information you provide for us, the faster we will be able to investigate and resolve the problem. Important information to include when contacting support is the following:

• What's your domain name?

• What connections are affected (browsing, FTP, telnet, e-mail, etc)?

• What is the exact error message or result you're encountering?

• Can you connect to your account by the 3 rd level domain?

• Do you have access to a different ISP (or another computer connected to a different ISP, etc.), and if so does the problem occur with that connection also?

• Is the problem consistent, or does it work sometimes and sometimes not?

• How long have you been experiencing the problem?

• Is the problem software-specific (e.g., does it work okay with Internet Explorer, but not with Netscape, or vice-versa)?

The Network Solutions Commitment. At Network Solutions, we know that selecting a Web hosting company is as important as choosing a business partner. We’ve applied our 25 years of experience as a leading provider of Internet services to offering you secure, reliable Web hosting service. . To ensure that you enjoy the maximum value from your Web hosting package, Network Solutions’ Web hosting solutions are supported by free 24/7, live customer and technical support, and a 30-day limited money back guarantee.