Issue: Visiting the site by name generates a 404 (not found) or no response at all.
Cause: Domain has expired.
Resolution: Renew the domain at the registrar where the domain was purchased. The site will be visible by name 24-72 hours after renewal. Clients are advised to also check the nameservers assigned to the domain at the time of renewal as well.
Issue: Visiting the site generates a 403 (Forbidden) error message.
Cause: Directory browsing is disabled by default across all servers for security reasons. If no valid index file is available within the /public_html of the client site, this error will appear.
Resolution: Upload a valid index file to the /public_html directory of the site. Note that filenames are case sensitive, and all index files (index.htm(l), index.php, default.htm) should be lower case only.
Issue: Visiting the site generates the error "This account is not available".
Resolution: Please contact support via the helpdesk at https://secure.hostmatters.com or via email at email@example.com for assistance.
Issue: Visiting the site results in no response, or a timeout.
Cause: The firewall has been triggered, resulting in the connecting IP being blocked from the server.
Resolution: Log in to the client area at https://secure.hostmatters.com/clientarea.php and choose services -> my services to view the affected account. Select the details of that account. At the top of the subsequent page there are two fields: one field is filled with the IP address as determined by the system. This can be used to unblock your IP. One field is for freeform entry, and any IP blocked from the site via a triggering of the firewall can be entered into this field and unblocked. To determine the IP address of the system that cannot connect to the site/server, go to http://www.whatismyip.com on the affected machine to retrieve the public IP address. Alternately, contact support via the helpdesk for assistance.