Our H-Sphere sends letters to customers ending like this:
“If you have troubles using our product, you can communicate them to us at the following details:”
How do I get it to show my company info?

You have to specify it in your admin Control Panel -> Settings menu -> Company info.

We are having problems with people using Outlook/Express. They are receiving a rcpthosts error.

Usually,H-Sphere Mail server install with POP before SMTP feature included. This means that users need to check their pop3 box before sending mail trough the server. When the POP3 box is checked, user can send emails within the next 15-30 minutes.

My customers can’t access their POP3 accounts with their e-mail clients. They get this error: “There was a problem logging onto your mail server. Your username or password was rejected. Server response: “ERR aack, child crash”.

Your open-smtp file got corrupted. In SMTP-after-POP, this file is responsible for opening SMTP relay for specific IP addresses. When user conects by POP3, his IP address is saved in that file. Once the user tries to send anything, this file is checked for the users IP address.

To fix it, execute the following commands:

cd /hsphere/local/var/vpopmail/etc
cat /dev/null > open-smtp
/hsphere/shared/bin/tcprules tcp.smtp.cdb tcp.smtp.tmp < tcp.smtp
chown vpopmail:vchkpw *

One of my customer can’t add a maibox because this mailbox reportedly exists, but it’s not in the control panel.

If you don’t see a mailbox in the CP but it exists on the mail server you can do the following:
1. Log in your mail server as root.
2. Change directory to ~vpopmail/bin/
3. Check if this mailbox exists:
# ./vuserinfo box@domain.com
4. If it exists and you don’t see it in the Control Panel interface, you can try to delete it:
# ./vdeluser box@domain.com
5. Try to create this mailbox through H-Sphere Control Panel.

Some of my customer cannot send mail from a webserver.

If mail and web are installed on the same box, mail is serviced by qmail.
Step 1. Check /var/log/maillog for errors referring to the sender
Step 2. Log into the user CP, go to Web Options page for the domain mail is sent from, and view Error Log for errors related to sending mail.
The most common error is that there’s no mail relay from this mail server to the web server IP.
If mail and web are installed on separate boxes, mail is serviced by SendMail, not qmail. Check that the file /etc/sendmail.cf has the directive DS[MAIL_SERVER_NAME], for example DSmail.example.com. If it doesn’t, add this directive manually. This file can also be located in /etc/mail/

My customers are not billed. What’s the problem?

One possible reason can be that your customers have not reached their credit limit. Go to this plan’s edit wizard and see the value of this parameter. Customers will be charged authomatically when their negative balance reaches the credit limit.

When a user tries to create a new resource, it returns “Failed to add new resource over the hard credit”. Why??

This means Plan Credit Limit has been reached. User must have run out of money on his balance (if he pays by check), or his credit card failed to be charged (expired/was broken, etc.) In this case the user can still run his account (with recurent and extra usage payment acrued making up his negative balance), but creating new resources (both paid and free) is disabled.

We are having a double billing problem. If we manually charge an account, the system doubles it. Then if we credit it, it doubles the credit too.

Most likely two instances of your Admin Control Panel are running at the same time (either 2 instances of TomCat, but startup scripts were fixed in 2.08, or Tomcat and Apache Jserv). In the latter case, check your logs:

grep FINISH /tmp/hsphere.log*

If you see that two periods ended simultaniously, you are running two copies of your CP.
Alternatively, run the following command:

ps axuw | grep java

If you see both “DTomcat” and “org.apache.JServ” words in the line that appears, both are run by your system.
Next, stop the one you don’t need or, which is more preferable, stop both and start either Apache or Tomcat.

We are unable to sign up new accounts. We are receiving a “Generic Error”. What should we do to fix this problem?

You should restart the control panel. For the standard installation, it can be done with the following command: /hsphere/local/home/cpanel/tomcat/tomcat.sh start (stop)

My customers enabled Shared SSL for his domain and created 3rd Level Domain Alias, however when he goes to the page by https it fails to be displayed saying it “can’t find server”.

Make sure the Domain alias A DNS Record resource isn’t disabled for this plan, as it is essential for 3rd Level Domian Alias which in its turn is required to enable Shared SSL. DNS zone for this 3rd Level Domain Alias should contain two built-in records pointing to the IP address of the main domain.