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Knowledgebase : Troubleshooting
We recently had to change a setting on our servers, which had previously been set incorrectly.  The setting was allowing everyone to upload full size images, which was making our servers extremely unstable. We changed the setting to ensure the servers...
This is most likely due to the speed of the connection, the flash site isn't very usable for people on connections slower the DSL, and if there was a drop in connection at any point, no matter how short, it could cause error messages. There are actually...
We do not have anything in place that will let you know when you are exceeding your space limit or approaching the bandwidth limit for your site. To monitor these areas, simply login to your cpanel (creditials provided with your welcome email) and check t...
Recently we have seen more issues with certificate warnings when our clients try to access their cPanel. The security error that comes up is due to accessing a domain in which the name of the site does not exactly match the domain of our security certific...
Clearing your cache can significantly improve the speed and performance of your browser and can fix not seeing the edits you have made in your admin. The following procedures provide steps to clear the cache for a variety of browsers:Clearing Cache on Mic...
This is a limitation of the text program. If you want an ampersand to show up you have to enter the code '%26' in your admin text box for it to show up correctly as '&' in your frontend.
Frequently when you are not able to access you site through your domain name it is because your Internet Provider has not refreshed their cached DNS's.  You can force a refresh by performing a flush of the DNS through the utility command (pc) or termi...
On occasion, on the Generation I templates, you may see images misnumbered within your public and proofing galleries. The numbering issue is actually quite common, and is caused when a group of images are uploaded, and then a few are deleted here and ther...
Certain galleries or proofing galleries used to load and now they do not, instead the gallery area is blank or a blue circle is in the middle of the screen and you have uploaded music to your jukebox in the past. It is possible that the gallery is looking...
Wordpress has a simple installation through the cPanel. 1. Login to your cpanel2. Under Software/Services-click on Fantastico De Luxe **NOTE** The actual location of YOUR Software/Services block may vary, as the different areas can be dragged & dro...
Before your domain name will start to work with your new Portfoliositez hosted account, you will need to make some changes to your domain name record. Most domain name registrars (the company with which you registered your domain name) offer a control p...
If you are experiencing errors with a connection to your site, or with your site loading, it is helpful to run a TraceRoute. The trace will tell us how many routers your information travels through and how long it takes for them to travel between router...
Log into your site through your ftp (the username and password are in your welcome email). Your host is your domain name if propogated, or the IP address in the welcome email. You can use any ftp program such as cuteftp, ws-ftp, filezilla, etc. There ar...
Please check the following: There is at least 1 page visible in the text sectionIn the Text Section, make sure all active pages are placed before, sequentially, all inactive pages In the Edit Site Menu area of our admin make sure all active menu buttons...
The most likely cause for your mailbox not being able to pick up new messages off the server is because your mailbox is full.  This can be fixed by setting your mail client to not leave messages on the server and/or deleting the messages in your webmail...
If you are trying to replace an image in one of your site sections like the splash page, calendar, contact page, or an info page and it is not working try renaming the image to something unique. Cache issues can occur when an image that is named the same ...
First thing to do is to try the link format: https://www.yourdomain.com:2083 [https://www.yourdomain.com:2083/] or https://www.yourdomain.com:2082 [https://www.yourdomain.com:2082/] -----------------------------------------------------------------------...
If you're having trouble sending emails on port 25 (the default SMTP port), try switching your SMTP port to port 26. Most ISPs are blocking port 25 to prevent spam accross the Internet, changing your SMTP port to 26 will solve this problem. The other, p...
If you are experiencing your images being washed out, too bright, too dark, dull, off color, ect when uploading them to your site, it is mostly likely due to a color profile issue within the image itself. The most common issue is the color profile CMYK ...
**This article ONLY applies to Mac users who have a template installed offserver (ie template is not hosted by us).**When trying to upload to a gallery from a Mac, the sitezadmin "hangs" and/or the timer just spins and the upload doesn't complet...
We have recently discovered an issue with either the new version of Safari, or a combination of Safari and the new Mac OS, which causes images uploaded via the sitezadmin to upload out of order.  This happens because the images only upload one at a time...
To correct this you can just select the word 'null' and replace it with a couple spaces ie - '  ' .
The problem with your gallery is probably due to keeping the cache in your browser clear. This is very important in the process of viewing and editing your site. Your browser "caches" or saves temporary internet files to conserve on downlo...
This can happen there is a broken image in the gallery.  You can tell if an image is 'broken' because the thumbnail will not show up and will display a broken icon instead.  If the gallery stops loading at a particular image the next image is most likel...
This can happen for many reasons. The first thing to check is the color profile your images are using. More information on that can be found HERE  How the site works is if an image larger then the template images is uploaded a script written in PHP (th...
This is usually caused by a third party line of code in your hosting accounts htaccess file - usually a line that looks like: RewriteRule .*\.(jpg|jpeg|gif|png|bmp)$ - [F,NC]For the images to work again the line of code should be removed. To remove it y...
Before you email us please make sure you check the following: Make sure your domain has been renewed (don't forget it needs to be registered yearly).Make sure you have not missed a payment with us. If you have, e-mail us (billing@portfoliositez.com) a...
The best thing is to use a different browser, of course that can't always happen. If not below is a release for Adobe about installing/re-installing the flash player which may help with the issues being experienced. SUPPORT ALERT Do you have problems inst...
Most often when you see the loading icon and it does not load your site it is because you do not have any images in your homepage slideshow or the images currently in the homepage slideshow are broken. Your website cannot load properly unless you have at ...
The sitemap in our generation 2 templates is generated using the base link of the sitezadmin. This means if you visit it using a temp server link (which looks like http://23.675.2.235/~username/) the sitemap would show your urls as http://23.675.2.235/~us...
This issue is usually browser related. There are a couple things to try: 1. clear the cache on safari2. reset safari (this may cause saved passwords to be lost) - more info can be found at http://docs.info.apple.com/article.html?path=Safari/3.0/en/9300.ht...
For the watermark to show up the main watermark functionality must be set to visible and the sections you would like it to show up in needs to be checked. Please contact support@portfoliositez.com for additional assistance!
If, after adding an entry to the calendar, the calendar or the event will not load, check the text or the wording in the event.  Avoid using any kind of special character in Calendar Event entries - especially a % as this is a reserved character for progr...
If your site will load the thumbnails for your galleries but the larger images don't load it could be due to a broken image in your watermark section. To check this you can do the following: 1. Log into your sitezadmin and go to the settings tab 2. Click ...
Due to increased security on our servers, the only email address the contact form (on ALL templates other than the Flexsitez) can send to is an email address that you set up on the cPanel connected to your domain name (ie. info@yourwebsite.com). You can...
For issues with videos not uploading, videos taking over 30 minutes and then not showing up, or videos not showing up in the video list: The max upload is 60-100MB depending on the server your account is on. If the connection was dropped even for a se...
Gallery will not load in portal mode even though the thumbnail image doesn't have a space or any special characters in it. We have found that the solution to this can be adding a space to the end of the gallery name. 
Because our flash sites allow the background to fill 100% width and height of the browser we have to have a dynamic javascript function to determine whether to show the swf at 100% width/height or a fixed width/height. In other browsers when the browser i...
FTP (File Transfer Protocol) is an advanced feature of your hosting. Usually you will not need this unless you want to do advanced things like upload third party software and/or third party files. You do not need to use FTP to edit basic content of your...
We commonly receive support tickets in regard to the difference in appearance of websites from one computer to another. Unfortunately, since technology changes at such a rapid rate, it is impossible to make your website appear the same from one computer t...
If the site stops working after a couple clicks it is most likely due to missing information and/or images. The site requires that every section has the following: 1. a button and title name2. an image uploaded to the section (broken images will cause err...
If you site loads past the loader, but only shows the menu and logo then it could be because of a text section that was added without a navigation type. If you go to sitezadmin->edit text sections you'll see all the text sections you have created. The ...
Often when using a slower connection the video portion of our site will take a bit longer to buffer and may actually crash. If this happens there is a setting in the Adobe Flash Player you can adjust. Here are the instructions for making that adjustment...
This is how it is suppose to look. Unfortunately html (which is what the splash page is) can only support system default fonts such as Arial and Times New Roman so any facy fonts will appear as basic fonts. The only way around this is to upload your logo ...
NOTE: This information applies ONLY to Generation I Hybrid Flash templates (Ansel, Diego, Dorothea, Frida) The problem is that the image is smaller than the interface size: Ansel: images of any size can be uploaded, however if you want to pre-size an im...
These error messages can be misleading, there is nothing broken on the site and these do not indicate any problems with clients attempting to view your site. The favicon error occurs when someone adds your site to their favorites. All it means is that the...
This can occur if the background upload for tiling is too small and has to tile a lot, or the image is too big kb wise. The browser sometimes can't handle loading the background if these issues are present. To ensure the background image upload is as stre...
Understanding your tracert If you are having issues connecting to your site, CP, sitezadmin, or wp-admin, we may ask you to run a 'tracert' (otherwise known as a 'traceroute), to help us determine what the root cause of your inability to connect may be....
All video for Hybrid Flash templates and Traditional Blogs needs to be in .flv or h.264 encoded .mp4 format but it can be done in any aspect ratio. For more detailed video requirements, broken down by template, please refer to http://www.portfoliositez....
If a section is not loading, such as the calendar section or contact section, then it could be because you do not have an image uploaded, or the image you have uploaded has a special character in the name such as @#$%^&*~{} . You will need change ...
There is a common misconception with web vs print sizing for photos:  DPI vs pixels.  Computer monitors can only show a certain dpi or resolution, the dpi value is more for printing. As the following article states:"The misconception about resolution...
This is most common on Generation I Hybrid Flash templates, and Traditional Blog templates (Retired), and happens because there is no default color set for certain parts of the template.  This means there needs to be a color entered for every section an...