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Web Space Troubleshooting

Last updated on by Freeola Support

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Welcome to the Freeola Internet customer support pages. This guide is designed to help with the common problems that users experience when using theirFreeola web space. For more internet help topics please visit our main Support Page.

What is my web site address?
Where do I put my web pages on theFreeola server?
Why do I receive a page error when I try to view my web site?
Why can't I connect to the FTP server?
My images don't display on my website
My page links don't work on my website

What is my web site address?

If you have your own Domain Name hosted at Freeola, such as, your web address would be

This matter is described in detail in the Basic Guide To FTP & Web Space.

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Where do I put my web pages on the Freeola server?

SSD Hosting

The root folder of SSD Hosting services include a large number of folders by default in order to provide cPanel and its functions. If you are uploading your own website via FTP, your website files should be placed within public_html.

VIP Hosting

Each Freeola web space using VIP Hosting contains three sub-directories: htdocs, cgi-bin and x-default-scripts. All of your webspace files should be placed in the htdocs directory.

This subject is described in detail in the Basic Guide To FTP & Web Space.

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Why do I receive a page error when I try to view my web site?

There are several reasons this can happen:

  • You must place all your web files in the public_html folder (htdocs folder for VIP Hosting users) in your web space account. Only files (or files within sub-folders) within the htdocs directory can be viewed by the outside world.

  • You must name the first page (the page you first want people to see when they type your web address) index.html or index.htm. If the page requires PHP processing, the page must be called index.php. This file name must contain lower-case letters only.

  • Remember that the Freeola server is case-sensitive. This means that if you upload a file called YpAgEEE.html to the server, you must link to it in exactly the same way.

  • If you have received an Error 500 message or Error with Page or Script message you need to check your page code very carefully - particularly the part that relates to any scripts or external files being included to your page. This message may also appear if the script itself contains an error. File permissions may also cause this message to be displayed.

This subject is described in detail in the Basic Guide To FTP & Web Space.

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Why can't I connect to the FTP server?
  1. Check that your domain name is signed up for a Freeola Web Hosting Service.

    Neither the Freeola InstantPro or RQS services include FTP access as all content is designed, and uploaded from, the builder software.
  2. Check you are using the correct FTP server address, Username and Password. This information is available from within your MyFreeola account from the My Websites link under the Websites & Hosting header.

  3. If you're running any firewall or anti-virus software, try shutting this down temporarily as this type of software, if not configured correctly, can prevent FTP access.

  4. Ensure that your FTP Client is fully up-to-date, and still actively supported by the developer. You can find guides on using the most popular FTP Clients in the Freeola Support Centre.

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My images don't display on my website

Here are a few reasons for images not appearing on your web page:

  1. The Image Has Not Been Uploaded

    When you construct a web page with a graphic on it, the graphic is not embedded in the document (like a Word file for example), it's a link. The image has to be uploaded as well as the page that it is to display on, otherwise you are linking to a graphic that the browser can not find.
  2. The Image File Is Incorrect

    An HTML link to a graphic looks like this <img src="myphoto.jpg">. Freeola uses a Unix server which is case sensitive, that means if the graphic you are linking to is called MyPhoto.jpg then the HTML link has to be <img src="MyPhoto.jpg">.

    Make sure that the link name and file name are spelled exactly the same.
  3. The Link To The Image Is Incorrect

    If you have uploaded a subdirectory containing your graphics and you've labelled it images, the link will need to look like <img src="images/myphoto.jpg">. This is telling the browser to look in the images folder for a file called myphoto.jpg.

    If you have not put the image in the correct directory, or you haven't made the link to the graphic so that it looks in the correct directory, then the image will not display. Remember that the directories are also case sensitive.

Please Note:

Make sure that the graphics are saved as either JPG, PNGĀ  or GIF formats as these are compressed formats and will be quicker for you to upload and faster for the viewer to download. A good rule of thumb, when naming graphics, is to keep them all lower case. If you need to use a space, use an underscore (e.g. my_photojpg).

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My page links don't work on my website

Below are some reasons for your links not working:

  1. An html link will look like this <a href="mypagee.html">My page</a>. The file that you are linking to must be spelled exactly the same way, in this case mypage.html.

    If the file that you wish to link to is spelled differently from the link on your page, the link will not work. Our Unix server is case sensitive so for example if the link on your page is looking for mypage.htm and you've spelled it MyPage.htm (uppercase letters) or mypagee.html (html instead of htm) or my page.htm (a space between my and page) then the link will not work because the file name is spelled differently to the link name.

  2. The file that you wish to link to has not been uploaded, in this case you will receive a 404 file not found error.

  3. You've made an absolute link not a relative link.

    If you make a link to a file on your C: drive for example, the link will work on your computer because the link is to a file on your hard drive which you have access to. Once the web page is uploaded to the Internet viewers do not have access to your hard drive therefore they will receive a 404 file not found error as the file that you wish to link to is still on your computer and not on the Freeola server.

    Make sure that all your files and images that you wish viewers to see are uploaded to the Freeola server into the htdocs directory.

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