[OLM Support Center] Most Popular Articles

I can't find the link to my control panel.

Tue, 16 Sep 2008 17:50:07 GMT

Problem:

Where do I go to login to my control panel?

Solution:

For Ensim 3.x or 4.x go to https://serverIP:19638/webhost (enter your actual server IP)
For Ensim X go to https://serverIP:19638/isp

Plusmail dedicated servers do not have a main administrative control panel. To access the server you will need to use SSH to login to the server as root. Please contact Technical Support at 800-741-6813 for further assistance if needed.

For cPanel go to https://servername:2087 or https://serverIP:2087

If you do not know your password, please send an email to sales@olm.net with either the original server password (sent in the original login email) or the last four digits of the credit card on file. Once verification is received, we will reset the password and send an email with the new password to the email address on file.

How do I update the name servers for my domain?

Tue, 16 Sep 2008 17:36:31 GMT

Problem:

I need to update the name servers on my domain.

Solution:

Name server updates can be done by logging into your Name Registrars account directly, or by sending an email to support@nameregistrars.net.

When updating your name servers online, after logging in, click on "Domains" in the left navigation bar and then on "Renew or Modify". You will see the fields for your Name Servers and can enter the new ones accordingly.

If you would rather have a Name Registrars Representative complete the changes for you, simply send and email including your domain name, username and password, and the new name servers that you would like assigned to your domain. You can send the email to support@nameregistrars.net

Please allow 24-48 hours for any changes to take full effect.

How can I avoid SPAM?

Fri, 20 Aug 2010 11:09:14 GMT

Problem:

I want to prevent my email from being Spammed and abused

Solution:

The easiest way to get spammed it to publicly display your email address. When you sign up for newsletters, forums, "free" services, etc. your email address is usually harvested and sold in bulk mailing lists.

Unfortunately, spam is a global problem and there is no way to completely eliminate it. Our Administrators have implemented filtering methods at the server level of our shared hosting servers to prevent much of the unsolicited email from reaching your inbox. However, it is a very good rule of thumb to only give out your email address to websites you trust, or that have a thorough privacy policy.

We now offer a cloud based spam filtering solution called Inbox Sentry, which filters spam before it ever reaches your server/domain. Click here to learn more.

Do I have access to webmail?

Fri, 19 Sep 2008 16:40:21 GMT

Problem:

Do I have access to webmail?

Solution:

Yes, all of our shared hosting accounts come with webmail access. The webmail program on both Plusmail and Ensim shared hosting accounts is Squirrelmail. You can access your email from any computer by going to http://domain.com/webmail. Please note that your domain must be pointed to our name servers and fully propagated to be able to use this link.

Basic FTP help

Fri, 19 Sep 2008 16:43:03 GMT

Problem:

I need help with FTP. Do you have any online documentation?

Solution:

Yes, we have several helpful tools on our Support Page that will walk you through setting up FTP accounts and access your website through ftp.

Plusmail customers can visit http://olm.net/support/plusmail/index.html.

Ensim customers can visit http://olm.net/support/ensim/index.html.

For additional help, feel free to submit a ticket through our online Support Desk at http://support.olm.net.

How do I access my control panel?

Tue, 16 Sep 2008 18:01:13 GMT

Problem:

Where do I login to my control panel?

Solution:

To access your Administrator control panel, go to https://serverIP:19638/webhost (enter your actual server IP).

If you do not know your password, please send an email to sales@olm.net with either the original server password (sent in the original login email) or the last four digits of the credit card on file. Once verification is received, we will reset the password and send an email with the new password to the email address on file.

How do I setup FTP for my server?

Tue, 16 Sep 2008 17:51:41 GMT

Problem:

How do I setup FTP for my server?

Solution:

Ensim and cPanel dedicated server clients can configure the FTP service for their server directly through the Administrator Control Panel(Ensim) or Webhost Manager(cPanel). For Ensim servers, click on "FTP" from the left menu on the home page of your control panel. For cPanel users, click on "Service Configuration Setup" from the main screen and then "FTP Configuration". Plusmail servers do not have a main Administrative control panel but can enable FTP for each domain on their server by adding an FTP user for that domain.

There are a number of free FTP programs that you or your clients can download from the web to use to upload files to the domain. CuteFTP, WS_FTP and WinFTP are a few examples of popular programs. Our Support Pages at http://olm.net/support contain online tutorials for some of these programs for your convenience.

Additional information on how to setup FTP for your server can be found at http://olm.net/support.
Choose the screen shot that corresponds to your main server control panel for specific tutorials for your server.

How to FTP in a browser

Fri, 19 Sep 2008 16:42:40 GMT

Problem:

I need to FTP to my account using a browser.

Solution:

Plusmail:
In order to connect to FTP via a browser, you first need to open a browser that supports FTP connections and type in the addressbar ftp://domainname.com/directory/ where domainname.com is your domain name and "directory" is the particular directory you want to upload/download files from. A windows pop up, prompting for user name and password should pop up. If an error pops up, please click on the Windows FTP error and then click on 'File' up top and then 'Login As'. Enter you ftp login information and hit 'Log On'. Simply drag the file from the FTP window to a space on your desktop to download and drag a file from your desktop to the FTP window to upload. If you have trouble, please make sure that you have Passive FTP enabled in the browser advanced settings and also make sure that you have enough disc space.

Enism:
Follow the instructions above, however, use ftp://domain.com/mainwebsite_html in the browser instead.

Can I upgrade my control panel software?

Tue, 16 Sep 2008 17:49:23 GMT

Problem:

Can I upgrade my control panel software?

Solution:

Technical Support can perform free Ensim upgrades for versions between 3.x and 4.x only. If you would like to take advantage of this service, and your current Ensim version is 4.0 or older, please login to our Support Desk at http://support.olm.net and submit a ticket to our Support Staff. An Administrator will contact you to schedule the upgrade. Please note that this upgrade will require some downtime.

If you currently have the latest Ensim 4.x and want to switch to the new Ensim X version, you will need to purchase a new server with the EnsimX control panel installed and then migrate the domains and data from one server to the other. Ensim did not develop an upgrade path to the newest version, therefore this process is necessary. We can leave your existing 4.x server online during the migration. For more details, please contact our Sales Department at 800-741-6813.

OLM will not perform future upgrades to the Ensim (after EnsimX) and cPanel control panels. Upgrades for both control panels can be obtained directly from the vendor and installed by your Administrators. You may also want to check Server Support Guys rates for control panel upgrades. You can link to their page through http://www.olm.net/managed-service/.

What level of support do I get with my shared hosting account?

Tue, 03 Jan 2012 14:33:19 GMT

Problem:

What level of support do I get with my shared hosting account?

Solution:

All shared hosting accounts have access to our 24-hour Support Department via phone or our Online Support Desk. Our technicians will help you with any aspect of your control panel functionality, including creating email accounts, setting up POP access and installing included applications. We don't, however, offer support for the functionality or performance of any third-party scripts or applications.

Changing MX records

Fri, 19 Sep 2008 16:41:25 GMT

Problem:

I want to use a different company for my email.

Solution:

If you do not wish to use OLM's mail servers to handle your mail, you will need to request an MX record change to point the DNS records that handle your email to the other mail server. To make this request, please visit http://support.olm.net and click on "Change DNS Records" in the Shared Web Hosting Customers section. The company that is going to handle your email should be able to provide you with the details of what the new MX records should be.

How do I change my credit card information?

Tue, 16 Sep 2008 17:17:13 GMT

Problem:

How do I change my credit card information?

Solution:

In order to change your credit card information, a signed authorization form is required. Please contact our billing department to have one sent to you. Complete, sign and fax the form to our office using our secure fax at 203-445-8154. If you have access to a scanner, you may scan the signed document and email it to billing.

If you only need to update the expiration date on your existing credit card, you may email the billing department or create a ticket.

Can I make payments online?

Tue, 16 Sep 2008 17:18:10 GMT

Problem:

Can I make payments online?

Solution:

This option is currently not available.

Which hosting plans offer SiteBuilder?

Thu, 18 Sep 2008 01:47:47 GMT

Problem:

Which hosting plans offer SiteBuilder?

Solution:

Currently, our Ensim shared hosting plans and ecommerce plans offer SiteBuilder.

How do I change my contact information (email, address, phone)?

Tue, 16 Sep 2008 17:17:04 GMT

Problem:

How do I change my contact information (email, address, phone)?

Solution:

You can email billing@olm.net or create a submit a ticket with new contact information. Please be sure to include the domain name, original password and/or the last 4 digits of the credit card on file (if applicable) for verification. If changing credit card info, a signed authorization from is required.

How do I report SPAM or Abuse?

Tue, 16 Sep 2008 17:19:24 GMT

Problem:

I need to report email, or other types of network abuse.

Solution:

You can contact our Abuse Department at 800-741-6813 or abuse@axxs.net. When reporting email spam issues it is best to forward any emails you have received, being sure to include full headers, to abuse@axxs.net. This will help our Technicians troubleshoot the issue.

Do you have any online manuals or documentation for my account?

Fri, 19 Sep 2008 16:37:35 GMT

Problem:

Do you have any online manuals or documentation for my account?

Solution:

Yes, we have a number of online tutorials and help manuals for your use.

For Plusmail SiteMadeEasy shared hosting accounts, please visit http://olm.net/support/plusmail/index.html

For Ensim shared hosting accounts please visit http://olm.net/support/ensim/index.html

For Sphera shared hosting accounts please visit http://olm.net/support/sphera/index.html

What is the difference between the Plusmail and Ensim hosting packages?

Fri, 19 Sep 2008 16:37:16 GMT

Problem:

What is the difference between the Plusmail and Ensim hosting packages?

Solution:

Our Plusmail shared hosting package is a name-based account that offers a large amount of disk space and bandwidth. This package, however, does not include file backups so you will need to keep local copies of any important files or applications as a safeguard. All Ensim shared hosting packages include courtesy backups and are provided a unique IP address.

Plusmail accounts are allowed to send emails up to 10MB in size (including any attachments). Ensim accounts are limited to 5MB. Also, disk space for user mailboxes on Plusmail accounts is not included in the main disk space allocation for the account. The mailboxes for Plusmail users are set to 10MB by default but can be increased for additional fees. Ensim user mail boxes can be set to any size, however, the mailbox storage space is shared with the main disk space allocation.

There are some slight differences in the free applications that are available with each platform. For additional details, please contact our Sales Department at sales@olm.net or 800-741-6813.

What is a CSR?

Tue, 16 Sep 2008 17:22:13 GMT

Problem:

How do I generate a CSR?

Solution:

Ensim 3.1
1. Login to the control panel for the server or the domain you are purchasing the certificate for
2. From the main page, under "Services" click on "Configure Apache Web Server"
3. Click on "SSL settings" across the top navigation bar
4. Click "Generate" to generate the CSR. You will need to complete some fields with company information.
5. Click "Save" when finished
6. The page will refresh and you will see three sections: the key, the request and the certificate.
7. Copy the Request section, beginning with -----BEGIN CERTIFICATE REQUEST----- and ending with -----END CERTIFICATE REQUEST-----. (It is important that you include all the dashes)

Ensim 3.5-4.x:
1. Login to the control panel for the server or the domain you are purchasing the certificate for
2. From the main page, under "Web Server" click on "SSL Settings"
3. Click "Generate" to generate the CSR. You will need to complete some fields with company information.
4. Click "Save" when finished
5. The page will refresh and you will see three sections: the key, the request and the certificate.
6. Copy the Request section, beginning with -----BEGIN CERTIFICATE REQUEST----- and ending with -----END CERTIFICATE REQUEST-----. (It is important that you include all the dashes)

EnsimX:
1. Login to the control panel for the server or the domain you are purchasing the certificate for
2. From the main page, under "Web Server/Databases" click on "Generate SSL certificate"
3. Complete the fields and click "Generate Certificate
4. When finished, click on "SSL Settings" along the top navigation bar.
5. You will see three sections: the key, the request and the certificate.
6. Copy the Request section, beginning with -----BEGIN CERTIFICATE REQUEST----- and ending with -----END CERTIFICATE REQUEST-----. (It is important that you include all the dashes)

Plusmail Dedicated servers:
1. Login to your server via SSH
2. Type "gencert yourdomainname.com" (enter either the domain or the server name) and hit enter
3. Complete the fields as prompted
4. When finished, the CSR will be placed in a file named "yourdomainname.com.csr" (or "www.yourdomainname.com.csr" if specified) in the /root directory.

Plusmail shared hosting and reseller accounts:
1. Login to your control panel
2. Click on "SSL Certificate" on the left navigation bar
3. Complete the fields and click Submit
4. The CSR will be placed in a file named "yourdomainname.com.csr" (or "www.yourdomainname.com.csr: if specified) in your home directory within 15 minutes.

cPanel:
Instructions to follow

Are there any long term contracts or commitments when I sign-up?

Thu, 18 Sep 2008 01:53:00 GMT

Problem:

Are there any long term contracts or commitments when I sign-up?

Solution:

No. We do not require our clients to sign a contract, however, all clients are required to agree to our Policies. Accounts are billed on a monthly basis and setup fees for shared hosting accounts are waived for pre-payment of 1 year of service in advance.

Do you offer a money back guarantee?

Tue, 16 Sep 2008 17:00:22 GMT

Problem:

Do you offer a money back guarantee?

Solution:

OLM.net provides a thirty (30) day "no nonsense" money back guarantee for all direct shared hosting and ecommerce hosting accounts. If, for any reason, you request cancellation before your first bill date, OLM.net will refund to you the first month's service cost, plus applicable set-up fees. Please note that the set-up fees for dedicated servers, private servers, partner servers and fees for resold domains are non-refundable. Also, fees for domain registration and NetMechanic 100 Search Engine Tools are non-refundable.

SSL Certificates for dedicated servers or VPS

Tue, 16 Sep 2008 17:20:58 GMT

Problem:

How do I purchase a secure certificate for my server or VPS account?

Solution:

You can purchase a certificate for your dedicated server, VPS or e-Partner account so that all domains hosted on that machine can use that certificate to call pages securely. The secure call will come from the server level and will show in the browser as https://servername/domainname/page.html

If your client does not want the server name to show in the browser address bar then they will need to purchase their own certificate and install it on the domain level.

You can purchase an SSL certificate through us, provided by Geotrust, however you are free to purchase a certificate from an outside vendor. We can install a third-party certificate for you as long as you provide us with the proper key and certificate. An installation fee will apply.

To purchase a certificate, please contact our Sales Department at 800-741-6813 or sales@olm.net for the proper procedure.

What methods of payment do you accept?

Tue, 16 Sep 2008 17:16:25 GMT

Problem:

What methods of payment do you accept?

Solution:

We accept MasterCard, Visa, American Express and Discover. We also accept checks, money orders and wire transfers. Please note all monies must be paid in U.S. funds.

Renewing an SSL Certificate

Tue, 16 Sep 2008 17:22:52 GMT

Problem:

How do I renew my SSL Certificate?

Solution:

If your certificate is about to or has already expired, you can contact our Sales Department for a renewal form. The process for renewing a domain is very similar to the initial ordering process and the fees are the same. You can reach the Sales Department at 800-741-6813 or by email at sales@olm.net.

How do I setup support desk? How do my clients setup their anonymous support desk?

Thu, 18 Sep 2008 02:09:48 GMT

Problem:

How do I setup support desk? How do my clients setup their anonymous support desk?

Solution:

Your Anonymous Support Desk information will be emailed to you when you account is setup. You will be provided with a customized URL that you can give to your clients to log in to your Support Desk account. They can log in and ask questions that will be answered by our Technical Support staff on your behalf. You can log in and monitor the Support Desk tickets through your Support Desk.