Site Builder Support FAQ's Section 7

other commonly asked questions

General

• I'm having problems editing my site.  What's wrong?
• Can I password protect pages?
• How do I add video to my site?
• My video is too large.  What should I do?
• How do I add music to my site?
• I'm not getting enough visitors.  How can I drive traffic to my site?
• Can my site have a custom masthead image?
• Can I add Custom Flash piece to my site?
• I don't have time to spend on this.  Can the AWSP design team build the site out for me?
• I copied and pasted some text from MS Word, now my site is not displaying correctly.

Updating Account Information

• How do I Update my contact information
• How do I Change my default email address
• How to Upgrade your account
• Update your billing information
• How to Change your account password

Account Activation

• Trial overview
• Activate your account
• How long does the trial period last?
• Can I have my own domain name?
• Do you provide email accounts?

Domain Names

• I already have a domain name, can I use it on my site?
  
• How do I setup my domain name on my account?
  
• How long will it take for my domain name to be setup?
  
• Can I have more than one domain name point to my site?
  
• I tried to register a name but it was not available? Why?
  

Email Accounts

• Setup your email accounts
• Configure your email client (ex. outlook)
• Troubleshooting email problems
• Email forwarding
• Autoresponders

File Manager

• File management overview
• File directories
• Uploading a file
• Selecting a file
• How to View files
• How to Rename a file

I'm having problems editing my site.  What's wrong?
There are several factors that can cause this issue. 

1. Be sure you're using Microsoft Internet Explorer (At least version 5+)
2. You must have cookies enabled in your browser
   (Access these settings in Internet Explorer through Tools/Internet Options/Security/Custom Level/Cookies: Enable.)
3. Hardware and software based firewalls can cause this problem.  Disable temporarily to test.

Can I password Protect my pages?
Yes.  We do support password protected pages.  However, Sitebuilder does not support individual user accounts.  Password protection can protect a section of your site with a single username/password.  Please contact us after your account is activated and we will enable this feature upon request.

How do I add video to my site?
First, your site must be activated before you can add video. Once your site is activated, in Edit mode, go to Audio/Video Multimedia, Select the appropriate button. that will take you to a page where you can upload your file and define options

My video is too large.  What should I do?
Video cannot be over 20 megs.  That is too large for most users.  There are a few steps you should do to ensure you are reaching all your customers.

1. Break large video down into several clips using editing software.
2. We recommend professional compression of the final video.  This can be performed by many online Audio/Video companies for a reasonable price.
3. Make your video available to Windows and Mac users. Have your A/V company deliver the clips back to you in Windows Media and Mac Quick Time formats.
4. Finally, users should be able to select high or low bandwidth video basaed on their connection. The A/V company can provide both from your original video 

How do I add music to my site?
In Edit mode, go to Audio/Video Multimedia, Select the appropriate button. that will take you to a page where you can upload your file and define options.

I'm not getting enough visitors.  How can I drive traffic to my site?
The most cost effective way to drive traffic to your site is through search engine marketing.  Contact us to request our online search engine marketing tutorial for Sitebuilder users.  We also offer full marketing and optimizaton packages.

Can my site have a custom masthead image?
Yes.  Sitebuilder has this capability.

Can I add Custom Flash piece to my site?
Yes.  Sitebuilder has this capability.

I don't have time to spend on this.  Can the AWSP design team build the site out for me?
Absolutely.  We can build the site out for you completely.  Just email us your requirements and we'll give you a cost for the buildout.

I copied and pasted some text from MS Word, now my site is not displaying correctly.
Word inserts "Word Markup" in the HTML. To strip this out, copy from work and paste into notepad.  Then, copy from notepad and paste into your text editor in sitebuilder.

1. Click the "your account" link from the main admin page.
2. Fill out the contact information, name, address...
3. Click "OK" to save your changes.

Change your default email address
It is important to keep your email address up to date. If you change your email address, be sure to update this setting. All system notifications and contact forms are sent to this address by default.

1. Click the "your account" link from the main admin page.
2. Enter your main contact email address.
3. Click "OK" to save your changes.

Upgrade your account

1. Click the "your account" link from the main admin page.
2. Click the "upgrade plan" link.
3. Click the "details" link to view details about each plan.
4. Choose the plan that you want to upgrade to.
5. Click the "Upgrade Plan" button to save your changes.

Update your billing information

1. Click the "your account" link from the main admin page.
2. Click the "update billing information" link.
3. Enter your contact information.
4. Enter your billing information in the billing section.
5. Click "OK" to save your changes.

Change your account password

1. Click the "your account" link from the main admin page.
2. Click the "change password" link.
3. Enter your new password in the main box and again in the confirm box.
4. Click "Change Password" to update your password.

Activate your account & getting your domain name setup

1. Login to your account.
2. Click the activate button.
3. Fill out your contact information on the activation form.
4. Enter your billing information.
5. Review the terms of service.
6. Click the signup button to activate your account and signup for service.

How long does the trial period last?
The trial period lasts 10 days. You can activate your account at any time during the trial period.

Can I have my own domain name?
Yes, after you activate your account, click the setup web address option. You can choose to either register a new domain name or have your existing name setup on your site.

Do you provide email accounts?
Yes, when your site is setup in your domain the email accounts link becomes available to setup email addresses.

I already have a domain name, can I use it on my site?
Yes. You will simply need to alter the DNS information of your domain to our systems.

How do I setup my domain name on my account?
The first step to setting up your domain name is to make sure that you have activated your account and signed up for service. After you activate your account click the "setup web address" link or login to your account and click the "setup web address" link on the main admin page. On the setup page you can choose to register a new name, or setup your existing domain name.

How long will it take for my domain name to be setup?
It usually takes 24 hours after you register or modify the DNS settings for an existing name for it to be available for use. Once your domain is setup, you will receive a notification email with new account login information.

Can I have more than one domain name point to my site?
Yes. Additional names may require additional fees. Contact support for more information.

I tried to register a name but it was not available? Why?
It is likely that the name you attempted to register has already been registered by someone else. You will need to try to find another name that is not already taken.

1. Login to your account.
2. Click the "email accounts" link from the main admin page.
3. Click "Add Mail Account".
4. Enter the account name and account password.
5. Click the "Create Mail Account" button.

• Email Address
• Account Type: pop email
• Pop Server
• Smtp Server
• Account Name
• Password

To view these settings for each account, click the email accounts link and then click the "setup/help" link by the account name you want to configure.

Setup Instructions for Outlook Express 6.0

1. Open outlook express. (included with windows and internet explorer)
2. Click the "tools" menu and then "accounts".
3. Click the "add button and choose "mail".
4. Enter your name as you want it to appear in your email and click next.
5. Enter your email address and click next.
6. Select incoming mail server as POP3.
7. For incoming mail server enter the POP server name.
8. For outgoing mail server (SMTP) enter the SMTP server name.
9. Click next.
10. Enter your account name.
11. Enter your password.
12. Click next and then click finish.

1. Open your email program.
2. Find the option to add a new email account.
3. Setup the email account using the account with your settings.

NOTE: your account name should be the same as your email address. Ex: info@yourdomain.com

SERVER NOT FOUND ERROR (SMTP):
If you get a server not found error when sending email, edit your email account settings, go to the advanced settings and set the SMTP port to 5050.

Email forwarding
Email forwarding will take a mail sent to your domain account and forward it to another email address. To setup email forwarding click "add forwarding account" or click edit on any one of your mail accounts. Check the box to enable forwarding and enter the email address to send forwarded emails.

Autoresponders
Use autoresponder messages to automatically send a reply message when a mail is sent to your account.

1. Click the "edit" link next for an email account.
2. Scroll down to the autoresponder section.
3. Check the "enabled" box.
4. Enter a subject for the response message.
5. Enter the contents of the response message.
6. Click "Set Autoresponder" to save your changes.

File directories

Images
These images are available through the site builder to add to your pages and store product catalog.

General Files
Use this directory to upload general files, such as downloadable documents and other files.

HTML Files
Use the HTML directory to upload custom HTML pages and images. These files will be located in the root directory of your web site.

Secure Files
Use the Secure directory to upload files that can only be downloaded when someone is logged into your site.

Upload a file

1. Click the "file manager" link on the main admin page
2. Select the directory for upload
3. Click the browse button and select the file to upload
4. Click the upload button to transfer the file from your computer to your web site.

Select a file
When you are selecting a file with the file manager, select the directory where the file is located and then click the select link next to the file.

View files
Find the file and click the view link. This will open a new window with the file so that you can view it.

Rename a file
To rename a file, click the properties link, enter the new file name and click the "change file name" button.

NOTE: If you have a link to that file or image on your web site you will need to update the image or link when you change the file name. If you do not update the link it will show as a broken image