Hosting Platform Upgrade – Support Updates

The LCN.com hosting platform was replaced last weekend by a brand new platform.

Unfortunately, with all new server upgrades there are some teething problems which may have caused you some disruption to your service. LCN.com would like to apologise for any inconvenience you may have encountered but we would like to reassure you that the migration was necessary to ensure more reliability, scalability and performance as well as allowing us to implement more advanced hosting features over the coming months. Our engineers and support team have been working around the clock to ensure that any issues are identified and resolved as quickly as possible whilst trying to minimise the disruption to our customers.

The main issues our customers have encountered since the migration, along with the resolutions, are shown below:

Change to FTP Path

Any customers on our new hosting packages, Starter, Dynamic, Premium and Unlimited, would previously uploaded their websites via a FTP client or a web design software into the following path:

www.domain.com/web/

Since the migration the FTP path has now changed to:

/web/www.domain.com/web/

Please ensure that you have amended any FTP clients or web design software to reflect the new FTP path. If you are unable to connect to the new path using your web design software we recommend you use FileZilla a free FTP client from Mozilla which you can download from the internet here.

PHP Sites Not Displaying Content

Our Starter Hosting package was designed for basic HTML sites and was not designed or built to support dynamic websites. Any database driven dynamic sites would need to be hosted on our Dynamic, Premium or Unlimited platform. However, prior to the weekends upgrade it was possible to run PHP scripts on the Starter Hosting platform. If you have a PHP site which is now not displaying content and you are on our Starter Hosting please call our Support Team on 01438 342490 for further advice. Alternatively you can upgrade to a PHP enabled plan by selecting upgrade in your account.

Unable to Send Emails

If you are on our Starter, Dynamic or Premium hosting packages you may suddenly not be able to send and receive email as your webmail mailbox may have exceeded its mailbox quota. To resolve this please log into your Lcn.com webmail, http://webmail.lcn.com, using your email address as the username and your mailbox password. Once you have successfully logged in you will notice a new quota bar at the bottom of the screen. If you mouse over this bar it will display the total size of your mailbox and the quota you have. To lower the quantity of the mailbox please delete any unwanted emails or attachments until the total mailbox size is lower then the maximum quota. You will also need to ensure items are deleted from the ‘Trash’ folder.

If you are unsure of your mailbox size please see below:

Mailbox Sizes:

Starter – 50mb

Dynamic – 100mb

Premium – 100mb

Alternatively, you can download all your emails by using an email client like Microsoft Outlook. For full details on how to configure your email accounts please visit our step by step guide – https://www.lcn.com/support/guides

Unable to Login or Publish Websites Built in Sitebuilder

We are aware that some customers may have experienced issues when trying to login or publish their website using the Sitebuilder application. This was caused by an external firewall which was preventing customers authenticating against their domain. This has now been resolved and you should be able to use the application without any further issues.

Auto Responses Re-enabled

Unfortunately it appears that some customers Auto Responses, also known as ‘Out of Office Message’, had inadvertently been reactivated since the migration over the weekend. Our engineers became aware of the issue and have resolved this.

Email Forwarding

Some customers may have experienced issues when using our email forwarding service with some emails returning ‘bounce-back’ messages and regrettably some emails not arriving at their destination address. Our engineers resolved this global issue. It is worth noting that email forwarding is a free service that LCN.com offer to customers who wish to forward their email from their domain name to a third party email address and since the start of the new year a large majority of mail providers have updated their scoring system for blind server side filtering and therefore emails that are being sent via email forwarding may never reach their intended destination.

If you are using the email forwarding system, especially for business purposes, it may be prudent to look at the dedicated email hosting we offer from as little as £15 per year which would allow for the mailbox to be configured as a physical mailbox on our servers, thus also enabling you to reply from the address. Please click here to view all of our hosting packages.

Once again LCN.com would like to apologise for any inconvenience you may have encountered and we would like to thank you for your ongoing custom.