Technical Support.

Urgent Matters

If this matter is urgent, you may contact us directly:

Phone: 408.246.9500

We would like to solve your support request as quickly and as efficiently as possible. It is possible that your inquiry may be already covered in our Frequently Asked Questions section, please browse these before submitting your help request.

Submit a Help-Desk Ticket:

For hosting and other technical support issues, please fill out the below form:

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Frequently Asked Questions

How to Get Started - Step-by-step set-up guide for website and e-mail

How do I get my site online?

How do I set up email?

How do I access my Control Panel?

How do I upload my site to your servers?

My web page is still not working even though I have done everything above.

When users enter my page, they get a "Coming Soon" message even though I have uploaded

If your question has not yet been addressed yet, Contact Us.


Step-By-Step: How to Set Up Your Website and Email:

(This procedure assumes that you have already registered a domain name ( If you have not yet done this, click here to register with Network Solutions, or use another registrar of your choice before continuing. If you are registering for the first time, make sure we have given you the proper address for your domain name to point to before registering. Email to request the settings from Technical Support. After doing this, move onto step 2 below.)

  1. First, you have to set up your domain name ( so that it will point to where your website is going to be located (our servers). This is done through your domain name registrar. This is done as follows:
    1. Go to the website of where you registered your domain name
    2. Select the option to "Modify Your DNS Record"
    3. Depending on the Registrar you used, you either enter in our server name, or our ip address. (We give you this information when you sign up; however, If you do not have our settings, email and we will send them to you.
    4. Many times, registrars will send you an e-mail confirming that you would like to change your DNS settings. MANY TIMES, YOU HAVE TO RESPOND TO THIS EMAIL BEFORE YOUR SETTINGS ARE CHANGED.
    5. It takes about 24 -72 hours usually for your registrar to actually have the name changed your settings
    6. Make sure to test your domain before moving on to ensure that it is pointing to the correct address. If it is, you should see a page that indicates that you are on our servers.

  2. Next, we know you are eager to take your site live, but first, we strongly recommend that you check a few things to check locally to ensure that your site will be error-free once online.
    1. Aside from ensuring that all of your pictures and other media are correctly referenced in the html, check to ensure that the folders and files you reference in your html code are exactly as you named them, including the case (It is possible that our servers will not locate your "assets" folder if your html references it as "Assets").
    2. Make sure that you have a default page named index.* (i.e. index.html, index.htm, index.php, etc) Our servers will access this as the first page when somebody goes to your domain name.
    3. Ensure that your index page is in the main directory, and not in a sub-folder.

  3. Next (assuming that you have a website built already) you will have to upload your website on to our servers. (This can be done before the DNS Settings have taken effect). To do this, you will need to use FTP (File Transfer Protocol) to transfer your site to our servers. This can be done a number of ways:

    Internet Explorer has built-in FTP capabilities. Using a browser withFTP capabilities would normally be the easiest way, so we will addressthis first:
    1. Type into the address line.
    2. Enter your username and password to login.
    3. Double click on the "public_html" folder.
    4. Copy and paste your website into that folder. If you are unfamiliar with this, read on:
    5. Minimize the browser window and open your Windows Explorer
    6. Highlight the file or folder you want to upload, go to Edit>Copy (or ctrl+c)
    7. Then go back to your window with the "public_html" folder, and go to Edit>Paste (or ctrl+v)
    8. Another option to the above is to use a Client FTP Program. We recommend CuteFTP for beginners because of its ease of use and functionality. For Secure FTP, we recommend WinSCP which can be found at Other programs such as Macromedia's Dreamweaver, and Frontpage have FTP capabilities as well and can be used to upload your site.

  4. After you have confirmed that your domain is working on our servers, your next step is to set up your email accounts.
    1. Access your control panel by typing in in your browser address bar. (please note that this can only be done after your registrar has correctly pointed your domain to our servers. If your domain has not yet resolved, you can access your website and your control panel by typing in the ip address of your site in place of the domain name - ie
    2. Click on the POP Email link under the Mail Management Section.
    3. Then click on the 'add' link there and input the email address you would like, password, etc.

  5. Configure your email program (i.e. Outlook, Eudora, etc) so that it can send and receive emails.
    1. Choose the option in your mail program to set up a new mail account.(in MS Outlook, it is under: "Tools>Email Accounts")
    2. During the "Set up Wizard" it will ask you for the "Server Information." Enter the following:
      Incoming Mail Server (POP3): (without the http://www. prefix)
      Outgoing Mail Server (SMTP): (without the http://www. prefix)**
    3. **Please note: Depending on who your Internet Service Provider is, they may block you from using internet servers as your SMTP server. To find out, we recommend that you try the simplest way first (see point b. above) and if this is unsuccessful, procees with the next steps.
      1. Type in the location of their smtp server (This can be found on your ISP's website. Go to your ISP's site and do a search for "SMTP Server Settings." Usually the smtp server setttings will look something like or
      2. If your ISP requires this (which they will say in their documentation) click on "more settings.." Navigate to your outgoing mail server tab, and check the button saying "This server requires authentication"
      3. Then type in the username and password that your ISP has given you...this will authenticate you to be a valid user of their outgoing mail server. You will still have the same domain name on your emails, you will just be using their server.
  6. Start promoting your new website! Internet Simplicity will be offering an extensive web-marketing package shortly in the future. For now, we recommend studying for some great tips on how to get your website known on the World Wide Web.

When users enter my page, they get a "Coming Soon" message from my domain registrar

This means that your domain name has not been correctly pointed to our servers with your registrar. Remember, it can take up to 72 hours for your domain name to be correctly configured by the registrar. See the first step of the setup guide above.

My web page is still not working even though I have done everything in the setup guide.

If it has been 72 hours, and you are still getting a "Coming Soon Page" from your Registrar:

  • Go to your registrar's home page and look up your domain to ensure the settings are correct
  • If they are correct, contact your domain name registrar for support.

If your website displays a "Coming soon Page" from OUR SERVERS, and you have already uploaded it to our servers:

  • Ensure that your HTML is in the "Public" directory
  • Ensure that you have a page labeled: index.htm, or default.htm, index.php, index.html, etc for the server to default to when your domain name is accessed.
  • If your website is still not up even though you have done the above, contact customer support.

How do I access my Control Panel?

To access your control panel, type in: in the address bar. You will be prompted to enter in your username and password.