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Troubleshooting: Access Problems




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I can't log in to my account.

There are many possible reasons for this type of problem. If you receive no response from our server at all, you are most likely encountering a network problem, or the server your account resides on may be temporarily down.

If you do receive a prompt when connecting by FTP, SSH, or the Account Control Center, but your login is subsequently refused, please check the following:

  • Double-check the server name. The correct server name is of the form "www###.pair.com" or "name.pair.com", and is
    included with your Welcome Message. If you don't know your server name, please contact us.
  • Type the password very carefully. Uppercase and lowercase are
    important, and while "l" resembles "1", they are very different to the server.
  • If you have changed your password recently, make sure you are typing the new password.
  • If your account is past due, you may have been suspended for lack of payment. Please contact our Billing Department.
  • Double-check the username of your account, which is included
    with your Welcome Message. Usernames are no longer than eight characters.
  • If you continue to have problems, please contact us
    for assistance. In order to better verify your identity, please include detailed identifying information or a copy of a recent invoice.Please be careful not to contact us from a mailbox that you are unable to read because of the problem accessing your account.

My password doesn't work for everything.

Your account password is used for accessing your account by FTP and SSH. You may also access your main account mailbox via POP3, IMAP, or WebMail.pair.com. Finally, it is also used to login to the Account Control Center.

The account password is not used to access our newsgroups, to publish your FrontPage Web, or to access mailboxes. These have separate passwords.

My site won't come up in my web browser.

This may be a networking problem, name service problem, or an unpaid bill.

I uploaded my files, but my website is still empty.

Please make sure you are uploading files to the Web directory of your account. For security reasons, your account has a home directory and a Web directory. When you log in, you begin in the home directory, but files for your Web site must be uploaded to the Web directory.

There is a symbolic link called "public_html" in your home directory, which can be used to reach your Web directory. You may also reach your Web directory at the path "/usr/www/users/username/".

I uploaded my files, but my website is still just a directory listing.

Certain filenames are selected by the Web server as the main page for a directory. If none of these files are found, a listing of the directory will normally be displayed instead. Please ensure that one of the files in your site is named appropriately.

  • index.html
  • index.shtml
  • index.cgi
  • index.php
  • index.php3
  • index.phtml
  • index.htm
  • home.html
  • welcome.html

I just finished the transfer of my site from another provider, and now some things don't work.

No two providers are alike. Although we utilize widely-known open source software packages in relatively standard configurations, there are many possible differences between our service and that of other providers. Among these are the following:

  • We run Apache as our Web server. Other providers may run Microsoft's IIS, Netscape, or Zeus. Apache's configuration may be controlled through .htaccess files.
  • We use the FreeBSD UNIX operating system. Other providers may run Windows NT, Windows 2000, Sun Solaris, SGI Irix, or any of a dozen variations of Linux. Although the Unix breeds have many things in common, the Windows environment will usually be markedly different.
  • Certain paths are needed by a few popular CGI scripts. Our settings are:
    • Perl at /usr/local/bin/perl
    • Sendmail at /usr/sbin/sendmail

    You may locate other executables by typing "which commandname" when logged in by SSH.

  • If you run into other problems or configuration discrepancies,
    please contact us with the details. Be sure to include specific URLs or examples of what is not working correctly.
Updated on June 29, 2020

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