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You are at: Index > Troubleshooting

This section is just for the most common problems reported, in fact, if you look through the Support Area you will probably find the answer for your question, or the solution for your problem. If not, do not hesitate to contact our Support Team.





  • I can't Login

    There are a couple of issues that might prevent users to login.

    It might be a temporary issue related to slow or intermitent (unstable) internet connections or it might be related to some anti-virus software not properly configured, for example.

    Some users set their anti-virus softwares at maximum level of protection. In some cases, the anti-virus prevent any info at all to leave the computer, such as your login/password. In that case, our system do not get that information and keeps waiting.

    Firewall softwares do also work pretty much the same way, monitoring incoming/outgoing data. If the firewall is not properly configured, or if it is not a reliable software, it might also block such info from leaving your computer or network.

    We would recommend you to try from a different system, or even from a different network (a different ISP), since the firewall must be installed there as well.

    Check your steps and try to remeber if you have installed such kind of software lately that might be causing this issue. If you have a webmail account such as Hotmail/Yahoo/Google etcetera, try to login there as well and see if the problem persists.



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  • Site info is not updating 1

    Make sure that after generating the files you have uploaded them again to your web server. Every time you perform ANY changes to your site you MUST publish the updated files to the web server (where your site is hosted).



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  • Site info is not updating 2

    FIRST POSSIBILITY A frequent cause of files not being updated is when the user set an incorrect FTP info. Our system do only send the files but this does not mean that the files have been accepted by your server. If some of the FTP info is incorrect, the files are rejected and the site is not updated.

    PLEASE, pay special attention to the Web Directory Path since it determines to where the files should be transferred to. If this info is incorrect, the files will NOT be transferred and you will still visualize the previous files (old info).

    In order to determine the problem follow the next steps:

    Request the files to be sent to you via Email;
    Copy the files to a NEW, empty folder;
    Access the index.htm file from your favourite web browser and check if the info displayed there is correct (updated).

    If the info is correct, then the problem is when transferring the files from our server to yours. Make sure you are using the correct FTP info. Do NOT try to guess it! Check with your Hosting provider.

    You can also publish the files to our DEMO server. The FTP module used to publish the files either to our DEMO server or to publish to your own server is absolutely the same. If the updated files appear at our DEMO server you can rest assured that the problem is related to some incorrect FTP info.

    If you follow all of these steps and still got stuck, our Support Team can investigate it for you. In that case, we wil need the FTP info you are using, as follows:

    FTP server
    Web Directory Path
    Login and Password at your Hosting provider

    Important!
    Over 90% of the cases is related to the FTP server info. Do not try to guess that information, PLEASE, ask your Hosting provider.

    SECOND POSSIBILITY If you have entered the correct FTP info, the files were uploaded to your server. In that case, the files you are visualizing are much probably at you browser's memory cache. There is an option to Clean up the files stored at your temp cache memory at your browser (Preferences). IF it doesn't work, there is a second possibility: some ISP's cache pages at their own servers, which is cleaned up from time to time. This really sucks and the only alternative is to change ISP's because it regards to any site, not just yours. If this is the case, you should request the files to be sent to your Email box and open the index.html page offline (at your browser) so you can see the updated version.



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  • There is no way I can publish to my server

    In case you are ABSOLUTELY sure the info you are entering is correct, drop us a note and include the FTP info you are using, as follows:

    FTP Address
    Web Directory Path
    Login and Password (at your hosting provider)

    Our tech team will try to access your server and detect some possible failure.



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  • FTP Module is not working

    Sorry, but, yes it is :-)

    The FlashToGo FTP Module is used by thousands of customers a month. It is more likely that you are entering an incorrect FTP info.

    Try publishing to our DEMO server. If you can publish there... It is absolutely the same Module used to transfer the files to your own web server.

    Please verify that you are using the correct FTP info. Pay special attention the the Web Directory Path. The vast majority of failures is due to an incorrect path. Do not try to guess it, ask your Hosting Provider.



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  • I am receiving a DEMO version, even though I am a paid subscriber.

    Please make sure you are using the correct account information for that site (login/password).

    It is somewhat common users to create several acounts when testing the system and then using the info from one of those accounts created as DEMO.

    Please make sure you are using the correct info. Check the Email received with your files. There you will find the correct Login/Password.

    If you are still unable to find or to retrieve from the site, drop us a note and we will locate your account.

    IMPORTANT Please note that, at the Editing Graphics interface (when editing your site) the text there is for positioning purposes only. In addition, the FlashToGo logo that appears there is for security reasons. It will NOT appear at the generated website after purchase.



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  • The site I bought has a bug!

    Even though it is unlikely, our tech team sometimes perform some minor improvements and some minor bugs might occur.

    If you find your site has some sort of a bug, please drop us a note and our tech people will have it reviewed.



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  • I can't access my site using Netscape

    If it is running ok when you access via Internet Explorer but when you try via Netscape it gets a broken plug-in link, this is not a problem related to the FlashToGo System itself.

    This issue is related to the web server where your site is hosted. You must contact your Hosting Provider, report the problem and ask them to configure the mime types in order to recognize to recognize the .swf suffix and execute such file as an application.

    The swf extension refers to Flash files. Windows-based web servers must have these mime-types configured so Netscape can access the Flash files properly.

    Unfortunately there is not much we can do about it except to indicate where the problem is.

    Publish the files to our DEMO web server and try to acess them using Netscape. You will see that it works great. This is because our server is correctly configurted :-)

    This is a very uncommon web server configuration issue and must be fixed by the webmaster where your site is hosted.

    Most Windows webmasters forget to do that because they frequently use Internet Explorer only.

    Internet Explorer does not need the mime types to be configured since it uses the Active X controls. That is why you are able to access your website via IE abut not via Netscape.

    Configuring the mime-types is a very common and simple procedure and takes just a couple of minutes. Inform your hosting company or your system administrator. This must be done at the server level.



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  • I can't upload a .JPG image

    First, make sure it IS a plain JPG image.

    Many people simply rename the suffix of a .gif, .bmp, .tif image as .JPG and assume it will work.

    Renaming the suffix is NOT enough. You must make sure the image is a .JPG.

    In addition, the image should not be a Progressive JPG, which is a somewhat new format.



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  • There is a message on the screen saying my site is locked!

    Well, this is a billing issue. You shall contact billing@FlashToGo.com.

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  • I forgot my Account Info

    At the Login Area, you will find a button named "Forgot your Password".

    You just need to input your First and Last name. All accounts associated to your name will be listed, no matter if those accounts are DEMO or not.



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