{"id":41,"date":"2016-01-12T15:50:20","date_gmt":"2016-01-12T20:50:20","guid":{"rendered":"http:\/\/wp-p3d2tsa2xh.pairsite.com\/?p=41"},"modified":"2025-08-15T13:06:23","modified_gmt":"2025-08-15T17:06:23","slug":"troubleshooting-access-problems","status":"publish","type":"ht_kb","link":"https:\/\/www.pair.com\/support\/kb\/troubleshooting-access-problems\/","title":{"rendered":"Troubleshooting: Access Problems"},"content":{"rendered":"<p class=\"p1\"><span class=\"s1\"><a style=\"color:#fff; text-decoration:none!important;\" href=\"https:\/\/www.pair.com\/support\/kb\/tags\/shared-hosting\/\"><p style=\"background-color:#1a3d6e !important;color:#fff;padding:6px; display:inline-block!important;font-size:12px;font-weight:bold; border-radius:3px;\">Shared<\/p><\/a> <a style=\"color:#fff; text-decoration:none!important;\" href=\"https:\/\/www.pair.com\/support\/kb\/tags\/vps\/\"><p style=\"background-color:#1a3d6e !important;color:#fff;padding:6px; display:inline-block!important;font-size:12px;font-weight:bold; border-radius:3px;\">VPS<\/p><\/a> <a style=\"color:#fff; text-decoration:none!important;\" href=\"https:\/\/www.pair.com\/support\/kb\/tags\/qs-dedicated\/\"><p style=\"background-color:#1a3d6e !important;color:#fff;padding:6px; display:inline-block!important;font-size:12px; font-weight:bold; border-radius:3px;\">Dedicated<\/p><\/a> <a style=\"color:#fff; text-decoration:none!important;\" href=\"https:\/\/www.pair.com\/support\/kb\/tags\/wp-enthusiast\/\"><p class=\"\"style=\"background-color:#1a3d6e!important;color:#fff !important;padding:6px; display:inline-block!important;font-size:12px;font-weight:bold; border-radius:3px;\">WP Enthusiast<\/p><\/a> <a style=\"color:#fff; text-decoration:none!important;\" href=\"https:\/\/www.pair.com\/support\/kb\/tags\/wp-professional\/\"><p style=\"background-color:#1a3d6e !important;color:#fff !important;padding:6px; display:inline-block!important;font-size:12px;font-weight:bold; border-radius:3px;\">WP Professional<\/p><\/a> <a style=\"color:#fff; text-decoration:none!important;\" href=\"https:\/\/www.pair.com\/support\/kb\/tags\/wp-professional-plus\/\"><p style=\"background-color:#1a3d6e !important;color:#fff !important;padding:6px; display:inline-block!important;font-size:12px;font-weight:bold; border-radius:3px;\">WP Professional Plus<\/p><\/a> <\/span><\/p>\n<h3>I can't log in to my account.<\/h3>\n<p>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 <a href=\"\/support\/knowledge_base\/the_basics\/troubleshooting_network_problems.html\">network problem,<\/a> or the server your account resides on may be temporarily down.<\/p>\n<p>If you do receive a prompt when connecting by <a href=\"\/support\/knowledge_base\/the_basics\/uploading_files_using_ftp.html\">FTP,<\/a> <a href=\"\/support\/knowledge_base\/the_basics\/connecting_with_ssh.html\">SSH,<\/a> or <a href=\"\/support\/knowledge_base\/about_your_account\/the_account_control_center.html\">the Account Control Center<\/a>, but your login is subsequently refused, please check the following:<\/p>\n<ul>\n<li>Double-check the server name. The correct server name is of the form \"www###.pair.com\" or \"name.pair.com\", and is<br \/>\nincluded with your Welcome Message. If you don't know your server name, please <a href=\"\/contact\">contact us<\/a>.<\/li>\n<li>Type the password very carefully. Uppercase and lowercase are<br \/>\nimportant, and while \"l\" resembles \"1\", they are very different to the server.<\/li>\n<li>If you have changed your password recently, make sure you are typing the new password.<\/li>\n<li>If your account is past due, you may have been suspended for lack of payment. Please contact our <a href=\"\/support\/knowledge_base\/billing\/\">Billing Department<\/a>.<\/li>\n<li>Double-check the username of your account, which is included<br \/>\nwith your Welcome Message. Usernames are no longer than eight characters.<\/li>\n<li>If you continue to have problems, please <a href=\"\/contact\">contact us<\/a><br \/>\nfor 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.<\/li>\n<\/ul>\n<p><a name=\"2\"><\/a><\/p>\n<h3>My password doesn't work for everything.<\/h3>\n<p>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 <a href=\"http:\/\/webmail.pair.com\">WebMail.pair.com.<\/a> Finally, it is also used to login to <a href=\"\/support\/knowledge_base\/about_your_account\/the_account_control_center.html\">the Account Control Center<\/a>.<\/p>\n<p>The account password is not used to access our newsgroups, to publish your FrontPage Web, or to access mailboxes. These have separate passwords.<\/p>\n<p><a name=\"3\"><\/a><\/p>\n<h3>My site won't come up in my web browser.<\/h3>\n<p>This may be a <a href=\"\/support\/knowledge_base\/the_basics\/troubleshooting_network_problems.html\">networking problem<\/a>, <a href=\"\/support\/knowledge_base\/the_basics\/troubleshooting_nameservice_dns_.html\"> name service problem<\/a>, or an <a href=\"\/support\/knowledge_base\/billing\/\">unpaid bill.<\/a><\/p>\n<p><a name=\"4\"><\/a><\/p>\n<h3>I uploaded my files, but my website is still empty.<\/h3>\n<p>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.<\/p>\n<p>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\/\".<\/p>\n<p><a name=\"5\"><\/a><\/p>\n<h3>I uploaded my files, but my website is still just a directory listing.<\/h3>\n<p>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.<\/p>\n<ul>\n<li>index.html<\/li>\n<li>index.shtml<\/li>\n<li>index.cgi<\/li>\n<li>index.php<\/li>\n<li>index.php3<\/li>\n<li>index.phtml<\/li>\n<li>index.htm<\/li>\n<li>home.html<\/li>\n<li>welcome.html<\/li>\n<\/ul>\n<p><a name=\"6\"><\/a><\/p>\n<h3>I just finished the transfer of my site from another provider, and now some things don't work.<\/h3>\n<p>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:<\/p>\n<ul>\n<li>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.<\/li>\n<li>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.<\/li>\n<li>Certain paths are needed by a few popular CGI scripts. Our settings are:\n<ul>\n<li>Perl at \/usr\/local\/bin\/perl<\/li>\n<li>Sendmail at \/usr\/sbin\/sendmail<\/li>\n<\/ul>\n<p>You may locate other executables by typing \"which commandname\" when logged in by SSH.<\/li>\n<li>If you run into other problems or configuration discrepancies,<br \/>\nplease <a href=\"\/contact\">contact us<\/a> with the details. Be sure to include specific URLs or examples of what is not working correctly.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>I can&#8217;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&#8230;<\/p>\n","protected":false},"author":12,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":[],"ht-kb-category":[24],"ht-kb-tag":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Troubleshooting: Access Problems - Knowledge Base - Pair Networks<\/title>\n<meta name=\"description\" content=\"There are various types of access problems you may encounter. 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