New to Hostgator

utopia · #1 02-01-2007, 07:58 AM

Is #74 down? I can't see anything, and I get no answer from support.

I represent the Utopia Network Trust, a Not For Profit Children's Charity, (www.utopianetworktrust.com). We have only just started with Hostgator and have already had several issues.

We have pointed our domain name from eNom to Hostgator, after we received the welcome email, but when we try to log on we get... Cannot find "www.74.52.236.194" AND... Cannot find "marketvintage.com" DNS Error - Server cannot be found. What is wrong?

We are at our wits-end...marketvintage.com is tied to several fund raising events that support our Children's Trust...this is a dead site and we URGENTLY need to have it up in the next 24 hours, can anyone help us?

ldearing · #2 02-01-2007, 08:34 AM

it seems to be working now... and nice site by the way..... it may have been just needing DNS to propogate fully.

RedArrow · #3 02-01-2007, 11:22 AM

Just checked it. Your site's not up again.

How long ago did you change your nameservers at eNom? It can take several days for full DNS propagation, during which time your site will be online some of the time and not available at other times.

I presume you have pulled down the copy of your site from your old host? Otherwise your site would have remained visible during DNS propagation -- the servers would take it in turn to "serve up your site".

quietFinn · #4 02-01-2007, 01:02 PM

Quote:

Originally Posted by utopia

We have pointed our domain name from eNom to Hostgator, after we received the welcome email, but when we try to log on we get... Cannot find "www.74.52.236.194" AND... Cannot find "marketvintage.com" DNS Error - Server cannot be found. What is wrong?

Did you order the account using domain marketvintage.com?

Whois info tells that the nameservers for that domain are ns399.hostgator.com & ns400.hostgator.com, and those nameservers don't know anything about that domain.

Anyway, I suggest that you open a support ticket and explain what is wrong.

utopia · #5 02-01-2007, 07:04 PM

Thanks… so good to get a reply from someone new…just wondering about the others…

quietFinn – Yes we did order the account using domain marketvintage.com. And we did point it to ns399.hostgator.com & ns400.hostgator.com, as indicated in our welcome email… and yes, we did open a support ticket and explain what was wrong.

RedArrow - Our changes at eNom were very fast, and happened over a month ago.

Idearing - I built this site myself, it took me about five hours, using Dreamweaver and Photoshop; thanks for the thumbs up on my work…this was my first time building one, I have a few more to do yet (look out for marketvintage.com, THE AUCTIONS and positiveparentinglabs.com, part of our Utopia Network Trust (www.utopianetworktrust.com), nonprofit Research Institute’s parenting education programs.

But…a month down the track and we are now more desperate than ever...our time is running out for us to launch our site, and we have no reply as to when Hostgator will resolve the issues.

Serra · #6 02-01-2007, 07:56 PM

Your site seems up, but what are these nameservers?

Your NS records at the parent servers are:

ns1.hostingbay.net. [205.234.144.47] [TTL=172800] [US]
ns2.hostingbay.net. [216.246.28.208] [TTL=172800] [US]
ns3.hostingbay.net. [207.58.168.90] [TTL=172800] [US]
[These were obtained from a.gtld-servers.net]

Those don't look like HG's nameservers.

utopia · #7 02-02-2007, 08:03 AM

Serra, We have checked with eNom. The hostingbay DNS is for vintageauction.org…

marketvintage.com has been set to the Hostgator DNS supplied in our welcome email…

WhoIs Results for marketvintage.com
nameserver:NS400.HOSTGATOR.COM / NS399.HOSTGATOR.COM

any other suggestions? We could use them...

RedArrow · #8 02-02-2007, 08:13 AM

Hi,

You started this thread with the title New to Hostgator. We all assumed that you had just joined HG and were experiencing startup problems.

But you now say you made changes to your nameservers at eNom a month ago. So I presume your site has been up and running or under construction during that time.

Okay, I have just checked your site again and it is still down. Your whois record appears to be okay in that it confirms your nameservers are ns399.hostgator.com and ns400.hostgator.com. However, your DNS report generated at http://www.dnsstuff.com indicates that these nameservers are not returning your NS records and, furthermore, these nameservers are listed as lame nameservers. You can check this info by going to http://www.dnsstuff.com and entering your domain name in the box DNS Report under Domain Name Tests -- scroll down the page until you come to the free tests section.

If I were you, I would call support and ask to be put through to someone in Level 3 support, or raise a support ticket and choose support for department and either urgent, emergency or critical for priority.

Hope you sort it out soon.

utopia · #9 02-02-2007, 08:29 AM

The first time we tried to log into our site we got this at - http://74.52.236.194/~utopia/

>ATTENTION! If you are seeing this page instead of the site you expected, please contact the administrator of the site involved. (Try sending an email to <webmaster@domain>.) Although this site is running cPanel, WebHost Manager, and Apache software it almost certainly has no other connection to cPanel Inc. or the Apache Group. Please do not send mail about this site or its contents to cPanel Inc. or the Apache Group.<

And now we get this if we go to http://74.52.236.194/~utopia/
Index of /~utopia
[DIR] Parent Directory 01-Feb-2007 06:17 -
[DIR] cgi-bin/ 01-Feb-2007 06:15 -

We contacted Hostgator again and asked them when will the DNS be resolved for our domain name?

After more than six hours we revieved this...

Hello,
You can view your site temporarily at:
http://74.52.236.194/~utopia/
THanks,
Sincerely,
Chad B.
HostGator.com

NO SUCH LUCK.............and this has been going on for over a week now.

Can anyone give us a clue? Is this normal? Or have we just fallen between the cracks?

utopia · #10 02-02-2007, 08:44 AM

Hi Nick,

Thank you so much for checking this out for us…we are new (maybe too new) and have been working off line (couldn’t get ‘online’) for the past month (other Nonprofit commitments have keep us busy), it’s only been in the past week that we realised we had such devastating issues.

We will (willingly) take you advice and ask for level 3 support…we have already placed both URGENT & CRITICAL in our email headings.

Again, thank you for all of your efforts on our behalf.

Katherine

RedArrow · #11 02-02-2007, 08:53 AM

All I see when I go to http://74.52.236.194/~utopia/ is a blank page. I presume you have a blank index.html in your public_html directory.

Is this typical of the HostGator experience? Well, if you browse the forums you will see that some people have been with HostGator for years and never experienced any problems whereas others, like yourself, have had problems from day one. I have only been with HG for two weeks and my account was set up quickly and my site has been up ever since (I don't check it every minute of the day but it's always been there when I have done so).

Keep bugging them, you're bound to get through to someone that can help you soon.

RedArrow · #12 02-02-2007, 09:04 AM

Quote:

Originally Posted by utopia

Hi Nick,

Thank you so much for checking this out for us…we are new (maybe too new) and have been working off line (couldn’t get ‘online’) for the past month (other Nonprofit commitments have keep us busy), it’s only been in the past week that we realised we had such devastating issues.

We will (willingly) take you advice and ask for level 3 support…we have already placed both URGENT & CRITICAL in our email headings.

Again, thank you for all of your efforts on our behalf.

Katherine

You are very welcome, Katherine.

By the way, when you get your site up and running, you can check out it's visibility around the world at http://www.alertra.com/. This often highlights problems you may be having viewing your site through your ISP. However, I realize that is not the issue at the moment.

utopia · #13 02-02-2007, 09:08 AM

I loaded the entire file (marketvintage) through the ‘file manager’, it took ages... but you're right, they're not being displayed, and we don’t know why.

Just loaded a second sample… it’s not displaying either… off to get a ticket.

Katherine

RedArrow · #14 02-02-2007, 09:55 AM

Just sent you a PM, Katherine.

Cheers.

utopia · #15 02-02-2007, 10:51 AM

OK this is just strange...

From HG - I've look looked into why the domain 'marketingvintage.com' is not coming up and found out that this domain is not registered yet. In order for your hosting package to work, you'd need to have the domain reserved and DNS pointed to the nameservers assigned to your account (I've sent you the welcome Email that contains you login and Nameserver information).

If you want us to reserved the domain for you, please let us know so we can create an invoice for $15 (annual fee for domain registration) and paid, we will reserve the domain and setup with your account.

One would think that after all of the information we have sent to them over the past week, they would know that we are registered (eNom) and we have pointed the DNS.

But... patience is a virtue... we have sent them 'more' info...see how it goes.

Katherine

RedArrow · #16 02-02-2007, 10:57 AM

That really is the icing on the cake, isn't it?

Come on HG, sort it out. Your support is much better than this!

#17 02-02-2007, 11:04 AM

Please put in a support ticket about this so we can look into it further

utopia · #18 02-02-2007, 11:14 AM

Dear Mr Billy,

I have had over a dozen "SUPPORT TICKETS", and now I'm get messages like this...The domain marketingvintage.com is not registered. Perhaps you had registered it much earlier at one point and it expired.
Regards, Tim HostGator.com

I have had to send in my documentation twice now...still, no one can 'find' our .com - I have been at this desk for the past 18 hours trying to have this resolved... I would now like to speak to Mr Brent Oxley.

Katherine

PS: Read the title.

#19 02-02-2007, 11:28 AM

I understand your frustration, you are more than welcome to request that Mr Oxley takes a look at the support request, just tell them in the support ticket.

Please PM me the ticket and I will see what I can also do to help speed this up.

TeeJa · #20 02-02-2007, 01:14 PM

I'll have to go with HG on this one, I just checked with eNom, and networksolutions. If I wanted to I could have registered that name myself.
Me thinks your problem is with eNom?? Something not right there......

RedArrow · #21 02-02-2007, 02:22 PM

Quote:

Originally Posted by TeeJa

I'll have to go with HG on this one, I just checked with eNom, and networksolutions. If I wanted to I could have registered that name myself.
Me thinks your problem is with eNom?? Something not right there......

I don't know what you checked, TeeJa, but eNom's site states that marketvintage.com is not available and their whois confirms that the domain's expiration date is 2007-11-16. Also, the nameservers are: NS400.HOSTGATOR.COM and NS399.HOSTGATOR.COM

TeeJa · #22 02-02-2007, 02:42 PM

Quote:

Originally Posted by RedArrow

I don't know what you checked, TeeJa, but eNom's site states that marketvintage.com is not available and their whois confirms that the domain's expiration date is 2007-11-16. Also, the nameservers are: NS400.HOSTGATOR.COM and NS399.HOSTGATOR.COM

When I check awhile ago, it was avail..... Not now?? Strange.

utopia · #23 02-03-2007, 08:44 AM

I just want to thank everyone for all of their help.

This has been a most difficult week, but everything is OK now.

Special thanks to… Red Arrow (Nick) without whom we may have given up and changed to a different host provider…

and HG staff member Tim, he never lost his cool and was the first one to acknowledge the error and fix it!

Our ‘marketvintage.com intro page should be up soon, and when we find a coder to carry out a few changes to our Auction site, we will launch it and be up and running.

Once again, thank for taking the time to help us.

Katherine McCormick, IPAD
Utopia Network Trust – Trustee
Market Vintage - CEO

RedArrow · #24 02-03-2007, 10:47 AM

Glad you got it sorted, Katherine.

Good luck with the rest of your development work!

Cheers.