EMW Emergency Prodedures

If you are visiting this page, the chances are that you are blocked from the server.

Usually this happens because you have incorrectly logged on to your mail account or cpanel account and have been locked out.

1. To prevent this in future, do not try to keep logging in to guess your password. Think of your hosting account as a bank account. Once your PIN gets rejected, your card gets chewed. Have a couple of goes then contact us to reset it.

2. In your members account, try and provide us with an email address that is not attached to your hosting account. Most people have a Gmail account or a Live account. Use this, as it allows us to communicate via email to troubleshoot the problem.

3. Send us through your IP address, a traceroute and an nslookup. These will show us where the problem lies.

Getting your IP Address

To find out your ip address, the easiest thing to do is go to a website called http://www.downforeveryoneorjustme.com.au/. This is particularly handy because if you type your website into the address bar, you will see if other people can connect. If not, you will see your IP address in the centre of the window. Copy and paste this into an email.

Performing a traceroute.

1. Go to the Start menu and click Run...

2. Type cmd into the Run box.

3. In the DOS Window, type tracert yourdomain.com (substitute your domain for the domain you are having trouble reaching. In the example, we have used emwcustomer.com as the domain.

4. Once it is finished, right-click and select Select All.

5. Press Enter. This will Copy the text.

6. Paste the result in an email or a text document and send it to us.

Performing an nslookup.

1. Go to the Start menu and click Run...

2. Type cmd into the Run box.

3. In the DOS Window, type nslookup yourdomain.com (substitute your domain for the domain you are having trouble reaching. In the example, we have used emwcustomer.com as the domain.

4. Once it is finished, right-click and select Select All.

5. Press Enter. This will Copy the text.

6. Paste the result in an email or a text document and send it to us.

Submitting the results.

If you have performed the above, send it through to support@emw.net.au.

Remember!

If you are using your ISP (internet Service Provider) as your outgoing (SMTP) email server, then you should always be able to send email to us. If not, it most likely points to a ISP problem...