Website Not Working

Discussion in 'H-Sphere Shared Hosting' started by Kensino, Mar 23, 2009.

  1. Kensino

    Kensino Perch

    Stephen (or someone else)

    My website isn't working and the support team will not fix it.

    When I type: everything works fine.

    When I type: I get redirected to

    I have created a ticket and talked to a person on Live Chat they keep telling me that in order to fix I will need to type my website with a trailing forward slash like and then it will work fine.

    1. I should not have to type a useless trailing slash on my website to get it to work, it should be fixed properly.

    2. How will I notifiy every person on the internet that they will not be able to view my website unless they use a trailing slash? People don't use trailing slash when they enter a web address in the browser. So I am going to be losing customers. PayPal directs to my website, should I contact PayPal and tell them to rewrite their software because my website requires a trailing slash?

    3. Search engines are going to be mapping my website incorrectly when they find it, they will direct their links to the wrong place.

    4. They tell me only to use a trailing slash, I cannot do this because that would require that I rewrite over 200 PHP scripts installed on my website to update them to add a trailing slash from the source code. When my website directs people to another part of my website, the source code does not add trailing slashes, and they shouldn't have to. In most cases its bad pratice for a programmer to hard-code a trailing slash into the software.

    5. Someone types without the trailing slash after forum it crashes my website and brings my scripts down. It deletes the cookies and logs them out of the website.

    Why are support refusing to tell me how to fix this, and just don't care? I don't have this problem on any of my other websites, and I think that support just doesn't feel like dealing with it, maybe because it seems a small issue, and they are very busy. So their response continues to be a work around instead of a fix.
  2. Stephen

    Stephen US Operations Staff Member

    I don't think anything you have said here is an issue with our servers, it is in your vB settings. You can change these items.
    vB is thinking the www and non www are different, so cookies are lost.
  3. Kensino

    Kensino Perch

    I don't know I have tried to contact Jelsoft and they told me that if I am being redirected to http:// when I type http://www then it is a server issue.

    Maybe vB is crashing because it is thinking they are two different websites but I don't understand why I get transfered out of www when I type that in the browser. I have had other websites and other JodoHost websites before and never had that problem.

    Actually, when I think about it. I think I did run into this issue before and I needed to make a modification in my H-Sphere some place to force it to go to www instead of non-www.
  4. Stephen

    Stephen US Operations Staff Member

    did you set a redirect in the control panel? It will do that.
  5. Kensino

    Kensino Perch

    I don't know what is set in my CP I can check but I don't know what option it is. I know that it was directing me to the wrong place because I had the same domain registered with two H-Sphere accounts and for a while it was directing me to the wrong website.

    I remember you fixed it but I'm wondering if something it still stuck so I get redirected to non-www. I should never get directed to non-www becasuse it makes my website crash.
  6. Stephen

    Stephen US Operations Staff Member

    there is no redirect.

    I don't see what you see I am getting the forums without a / needed but you can make an htaccess rewrite rule to ensure all use www on the domain like this:
    Options +FollowSymlinks
    RewriteEngine on
    RewriteCond %{http_host} !^www\.example\.com [NC]
    RewriteRule ^(.*)$$1 [R=301,NC]
  7. Kensino

    Kensino Perch

    I assume I put that information in the CP some place? Where do I make that rule?
  8. Kensino

    Kensino Perch

    I think I messed it up I tried to make a file called .htaccess but I got an error message "Must enter a file name" so I made a file and uploaded it to the server and renamed it .htaccess and the file vanished and webshell crashed.
  9. Stephen

    Stephen US Operations Staff Member

    you can do .htaccess but it is hidden so you won't see it. :)

    It is best to do via FTP not via webshell however.
  10. Kensino

    Kensino Perch

    Well either way I did it wrong because I made the file but it vanished before I can put anything in it, and it's not working. I still get directed to the wrong place.

    vBulletin wont let me log in because its thinking www and non-www are two different cookies I guess.
  11. Stephen

    Stephen US Operations Staff Member

    maybe just need to clear your local cookies first?

    but you will need to use an FTP client and show hidden files. you can also I believe set webshell to show hidden files.

    Anything with a . starting is going to be hidden by default.
  12. Kensino

    Kensino Perch

    I just cleared my cookies, and checked the file from webshell. My FTP program can't show hidden files unless I upgrade to the professional edition.

    Everything looks fine but it just wont work. I tried it again I get directed to non-www.

    I guess I give up cause I don't know how to fix it.
  13. nzkiwi

    nzkiwi Perch

    There's plenty of capable open source FTP clients - FileZilla for example.

    Or when you open File manager from the Control Panel, check show hidden files which you will find in the settings area on the right side of the opening window
  14. Kensino

    Kensino Perch

    Yes I see the file, and I copied the data just like I was told into that file, but it still doesn't stop my website from being directed to the wrong page.

    Its been such a pain just to get this setup.
  15. Kensino

    Kensino Perch

    Well if nothing else is there a way to get my website to always use non-www? I don't care what I use but it needs to be consistant.

    That made that file, and put it into my directoy. Its been 24 hours at least and my website still doesn't work. I don't think the file is even having any effect.
  16. Stephen

    Stephen US Operations Staff Member

    Make a ticket and the linux team will check it out.
  17. Kensino

    Kensino Perch

    Ok, I just updated my old ticket with new details.

  18. Stephen

    Stephen US Operations Staff Member

    all up and going. Some minor changes made to your htaccess file. I think you may like this page, if you don't know about it. :)
  19. Kensino

    Kensino Perch

    OMG! It looks like it's working now! Just in time too because I just turned on the website a few minuets ago.

    Thanks for the webpage and fixing it again. Now that I have mostly everything running it should be set as long as it keeps going.

    Now I can get back to making the games for the website.

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