While we would not be able to write a guide for every issue that you may run into, here is a guide on how to troubleshoot almost anything.
Steps to troubleshoot anything
- 1. Search the knowledgebase
- 2. Re-read the instructions
- 3. Try again
- 4. Search Google
- 5. Check the error log
- 6. Contact MacHighway Support
1. Search the knowledgebase
You best resource for information regarding your web hosting is our knowledgebase. Answers to common questions as well as walk-throughs can be found here:
2. Re-read the instructions
Website design can be complicated. Often times grasping a firm understanding of the topics presented in our knowledgebase requires reading through the instructions more than once.
Another tip is to walk away from the computer for a couple of hours or even a day and re-read the instructions with a fresh pair of eyes.
3. Try again
Re-attempt whatever it is you're doing. If you're uploading a site and find that you're having problems once complete, re-upload the site. If you're attempting to receive email and getting an error, try another attempt at receiving messages. If you can't login somewhere, try entering the information just one more time.
4. Search Google
You have access to the largest library of information ever known to man and it's sorted by keyword. If you can't find something in our knowledgebase, try searching Google or your favorite search engine.
Searching Tips:
- Keep it simple.
- Put quotes around error messages.
- Include the application and your OS
As an example, let's say you were searching for a specific error message you received in Apple's mail application. Keep it simple by including only the relevant information using the tips above:
"error message" apple's mail app OSX
Additional search tips can be found here:
5. Check the error log
If you are installing a script on the server and are receiving a server error or your script isn't working as expected, a good place to check is the Error Log in your cPanel.
To check you Error Log first log into your cPanel by going to: http://www.yourdomainname.com/cpanel (yourdomainname.com should be replaced with the domain name you're hosting with MacHighway)
Under the Logs section you will see a the Error Log module.
6. Contact MacHighway Support
We are here to help you out. If you get stuck on any of our instructions or need clarification, open a trouble ticket letting us know what step you are on and we'll do our best to help get you back on track.
The more specific you can be about the error message or problem you are having the easier it will be for us to get you the answer. Use the following list as a guideline as to what you should provide us with to best troubleshoot your problem:
- Your domain name (the name of your website).
- Any error message(s) you may be encountering.
- The application you are working with.
Click here to return to the New Customer Guide.
Still Having Issues?
If you are still having issues, you can contact our Customer Support in the following methods:
Live Chat
You can connect to our Live Chat Support Team from your MacHighway Client Area. If you are not sure how to do this, you can find a guide here.
Our Live Chat team is available Monday to Friday from 9:00 AM to 7:00 PM Eastern Time.
Support Ticket
You can submit a support ticket to our Support Team from your client area.
Our ticket Support Team is available 24/7/365.
Phone support
You can contact our Phone Support Team using the following number:
- US/Canada 1-888-974-0334
- International 1-727-800-3606
Our Phone Support team is available Monday to Friday from 9:00 AM to 7:00 PM Eastern Time.
