99% of website access problems have nothing to do with your hosting. Follow these steps to determine the source of the problem.

Can you reach other popular websites? (CNN, Google, etc.) If the answer is no, then your problem lies with your access to your Internet service provider (ISP). Check connections or reset your equipment by disconnecting power for at least 30 seconds. If this does not solve the problem, call your ISP.

Can others reach your website? Call a friend or colleague, ideally in another location. If they can reach your website, then there is a (probably temporary) DNS routing problem with your ISP.

Can you reach your website, but not send email? See the next section for solving common email problems.

Can you reach the SHS Hosting page? If not, then all the servers are down and we probably already know about it and are working on a solution. (This is rare.) If you can reach the SHS Hosting page but not your website, please submit a support request ticket. We will address your problem as quickly as possible.

Step 1:
In Outlook, go to Tools > Accounts > Add > Mail... This brings up the Internet Connection Wizard. Enter the information for your email account. You will need the following server information to complete the wizard:

• Incoming mail server is a POP3 server
• Incoming Mail (POP3): yourdomain.xxx
• Outgoing mail (SMTP): yourdomain.xxx
• Account name: youremail@yourdomain.xxx
• Password: youremailpassword
• Leave blank: Log in using Secure Password Authentication & My server requires authentication

Step 2:
Make sure "Leave a copy of messages on server" (in Microsoft Outlook, Tools > Accounts > Properties > Advanced) is NOT checked. Detailed instructions for your version of Outlook are below.

The most likely cause of all of the above email problems is that your email account on the server is full. This can happen if:

1. Your email client is not configured to delete email from the server automatically; or
2. You are using NeoMail and have forgotten to delete old email and/or empty the trash at the end of every session.

Select the email client you are using from the list below for more instructions.

Microsoft Outlook Express

• On the Outlook Express Tools menu, click Accounts.
• Click the Mail tab, and then double-click your e-mail account.
• Click the Advanced tab.
• In the Delivery section at the bottom of the window, ensure the box next to "Leave a copy of messages on server" is NOT checked.

Microsoft Outlook 2002 & 2003(XP)

• From the Tools menu, choose "Email Accounts."
• Select the radio button next to "Add a new email account" and click the "Next" button.
• Double-click your email account account.
• Select the "Advanced" tab.
• In the Delivery section at the bottom of the window, ensure the box next to "Leave a copy of messages on server" is NOT checked.

Microsoft Outlook 98 & 2000

• From the Tools menu, select "Accounts."
• Click on the "Mail" tab.
• Select your email account and click "Properties."
• Click on the "Advanced" tab.
• Ensure that the "Leave a copy of messages on server" box is NOT checked.
• Click "OK."
• Close Microsoft Outlook, and restart.

Mozilla

• Under Edit, go to Mail and Newsgroup Account Settings. A Mail & Newsgroup Accounts Settings window will appear, and you will see some of the information that you filled in with the account setup wizard.
• Select Server Settings from the left window of the screen.
• Ensure that the box next to "Leave messages on server" is NOT checked.
• Click OK to save and finish.

Mozilla - Thunderbird

• Under Tools, select Account Settings.
• Select "Server Settings" in left column menu.
• Ensure that the box next to "Leave messages on server" is NOT checked.
• Click "OK" at the bottom.

Netscape Mail 6.2 / 7.0

• From the Edit menu, select "Mail & Newsgroup Account Settings."
• In the Account Settings window, in the left-hand column, select "Server Settings".
• Ensure that the box next to "Leave messages on server" is NOT checked.
• Instructions for other email clients can be found here.

In your web browser, access www.yourdomain.xxx/webmail (replace "yourdomain.xxx" with your domain name and extension, e.g., www.shshosting.com/webmail.) In the dialog box, enter your email address (e.g., info@shshosting.com) and your email account password. You will see a screen with three icons; we suggest you use NeoMail. (NeoMail is the only webmail program that is compatible if you also access your email through a POP3 email client such as Microsoft Outlook or Outlook Express. The remaining instructions are for using NeoMail.)

If this is your first use of NeoMail, it will ask you to set up your user preferences first (these can be changed anytime in NeoMail by clicking on the wrench icon.) Then you can read, reply or forward, or delete your emails.

Remeber: if you've sent emails during your session online, remember to delete them from the sent folder periodically, and make it a habit to empty the trash by clicking on the trash can icon before you exit NeoMail.

In your web browser, access www.yourdomain.xxx:2082 (replace "yourdomain.xxx" with your domain name and extension, e.g., www.shshosting.com:2082.) You'll need your account username and password (usually the same as your ftp username and password.) Please be careful! The control panel is very powerful. If you aren't sure how to access a certain function, consult the documentation, read more FAQs below or enter a support request ticket.

Submit a support request ticket and we will email your login info to you.

Unfortunately, we have no way of retrieving your email account password. However, you can reset your password yourself. Access the control panel, then click the Mail Icon, then select Manage/Add/Remove Accounts. Click on Change Pass and fill in the new password.

Login to your control panel, then follow these instructions.

If you have any questions about hosting that are not answered here, please submit a support request ticket.