 So we're going to get started with the next afternoon session on supporting Domain of One's Own, which is kind of a mammoth topic. This is a mammoth project, a mammoth initiative that we bring to schools. And so in, you know, talking about it for one hour, I know that I'm not going to cover everything, but I want to give you guys strategies and troubleshooting techniques to approach an array of issues. And then hopefully over the course of the next couple of hours and into tomorrow, we can answer some more specific questions that you've come across. But starting today, I want to start with approaching a support ticket. And before I get into this, I'll go ahead and note, I think you guys are all familiar by this point with the workshop.reclaimhosting.com link that has all of the content for everything related to this workshop, but also if you go to slash documentation, we've been documenting everything that we're talking about today and tomorrow and we're continuing to add to it. So if you notice something that's not on there, write it on the feature request to all or email us and let us know, hey, this should be documented. I'm not sure how to do this because we want to make this a very valuable resource for you guys. But under the supporting domain of one's own category, there's an article that I've written called Approaching a Support Ticket. And obviously, as I just said, every ticket is going to be different. No two errors look the same. No two circumstances or scenarios are the same. And so troubleshooting can be challenging sometimes. So hopefully these tips will help. First things first, when just to make your life easier as you're supporting domain of one's own, I recommend putting a couple links in your bookmark tab to help you out. One is on clearing your browser cache. Another one's on flushing your DNS. And I will get into that in a little bit. And then also having links to your different platform tools. So WHM, WHMCS, and WordPress. You will be constantly linking to all of that for everyone. And so having those helpful links right there is really helpful. So I linked a browser cache and flushed it multiple times answering support tickets. But jumping down in a tooth to check for when you get new tickets that come in is first things first. You want to make sure that the user's IP address isn't blocked on the server. So there are two different places that the IP address could be blocked. So for instance, if a student is trying to connect to using their FTP credentials and they've got the wrong credentials and they're not creating a proper connection. Let's see if this will load here. Their IP address will get pinged on the server and blocked. And so even if they do come back with those right credentials, they still won't be able to connect. So I can show you where that is here. If we go in WHM, you're going to want to search for something called config security. It's up here right here. So it says config security or config server security and firewall. And if we ever wanted to unblock an IP address, gosh, things are loading super slow. We would come down into a section called quick allow and quick unblock. Huge lag, I can't even. So if you come up here and you search security, config server, any of that, it's this config server security and firewall. And again, everything that I'm talking about today has already been documented. So don't feel like you need to take detailed notes because this is documented. But you would put that IP address in this green box here and the blue box there, the quick allow and quick ignore. And that basically says, hey, this IP address is good. Let it go through. A great place to send folks who don't know how to find their IP address is a place called IP4.me. And I'm searching that now. And you can see right here that my IP address is this 98.175.166.48. And so that's what the user could then send you and you could check it on in WHM. So that's a great first step when troubleshooting is just making sure the user is actually able to access the content on the server to begin with. Okay. Let me come back here. A next rule of thumb for looking at troubleshooting support tickets is making sure that the user does not have DNS resolution issues, browser cache issues, or network cache issues. And I can get a little more into DNS resolution in a minute. For instance, kind of like Tim was talking a second ago about if a user doesn't verify their email address in time and then their account goes offline, right? When their account goes offline, it's actually their website is being pointed to the registrar. So it's pointed away from the servers and that's a DNS change, right? But then let's say they check their email address, they approve, everything comes back, but maybe they're still not able to see their site online. This could be a DNS issue because DNS records have changed back and that takes time, but also they may need to clear their browser cache, okay? Another great example for a browser cache issue is if maybe the student signs up for an account, loads the domain and sees that pretty splash page that has your school logo on it and then they go and install WordPress and then go back to their domain and they still see the splash page. And they say, well, I just installed WordPress. Where is that? We get those tickets all the time. The student needs to clear their browser cache. The WordPress install is there. It's just, it's cached, okay? And same with network. When you're migrating content, sometimes you're not seeing that right away. It could be a cache at the network level. So fleshing your DNS at the network level can be really helpful for that as well. So all of these links are right there and they go to specific places that tell you how to clear your browser cache, clear your DNS and all of that. So I just have that linked there for your reference. The third thing to check if you don't know how to solve a ticket would be to check the error log. Sometimes, especially in WordPress, if a student installs a theme and then they go and install a plug-in that doesn't really like that theme, they'll conflict and the site will break. And so the student will come to us and say, listen, I just installed a Dropbox plug-in on my OMECA and it's not liking, you know, and my site went down. What's going on? So one of the things we check is the error log because that can give us a little information as to what's going on. So if I pull up this article, gosh, hopefully it'll load. I'm not sure if it's my computer. There we go. So yeah, you'll see if you go to the domain, sometimes it'll look like this where it just says, gosh, the page isn't working and you see this HTTP error 500. And that's about all you get. So it's very generic. It could mean a lot of things. My site's not working. Yeah, and so that's a great point. Again, Tim said, we live in the Twitter world and that's very true with our support tickets. There are less than 160 characters. So, you know, sometimes we have to get what we can out of the student but also do our own research. So handling errors like HTTP error 500. A great first place to start is going and looking through the error log. So I'm actually in my own cPanel right now. And once that loads here, you're going to want to go to the file manager. Okay, that's kind of where all of that's where you can kind of look under the hood of cPanel and see what's going on with the site. So file manager is under the file manager or the files section in your cPanel. And if this is a new student and all they've done is install WordPress, it's not going to look as, gosh, filled as this. So I'm kind of working in my own cPanel currently. But I'm going to go in my WordPress demo site. Okay, so you can see here. No, you can't see there. Let's see if I can make it bigger. If I scroll down here, we've got this WordPress demo directory. Okay, and so you can see I've installed WordPress. I've got WP admin, WP content, WP includes. That's that's the chunk of my WordPress files. You've got a couple other single files here. But right here we've got this error log. Okay, and I'm not going to open it because it's going to take a minute. Oh, I've actually already opened it and prepared. So this is what an error log might look like. And again, it's a little intimidating because you've got all these lines of jargony words and symbols that don't make sense sometimes. But if you if you read through them, you can kind of piece together something that may be going on. Okay, so to take this example from November 2nd, 2017, they always start with a timestamp, which again is really helpful. Because if the user comes and says my site broke this morning, you can kind of find the error that associates with that. And it looks like we've got a syntax error, an unexpected little less than sign expected at the end of the file. And then it gives a directory here. So we've got this WP demo WordPress content themes, edge theme. Okay, so the error here is in the edge theme. Okay, so that goes back to this air, this confliction with themes and plugins. So let's say that the site broke because of this edge theme, maybe WordPress updated and the theme wasn't ready for it. Okay, so it the site broke. If I wanted to turn off this theme, I can. Okay, a lot of times these HTTP errors will not allow the student to access their dashboard. So they can't even get into make changes. And when that happens, we can actually turn that theme off. So if I'm in WP demo here, if I go to WP content where that error directed me to WP content, going into themes. You can see I've got this edge theme right here. Okay, and that's actually the theme that's currently on my WP demo domain. So I'm going to load that here so we can see what the site looks like before I turn off the theme. Okay, so if I wanted to uninstall this theme without actually being in the dashboard, I could just double click and rename it and then click enter. Okay, so I've just done edge underscore off, but you could really type whatever you want there. Click enter. I like to do off because then it's really nice to come back to the user and say, listen, turns out there was a confliction with your edge theme. I temporarily turned it off so you can access your dashboard. You may want to reach out to the developer. It's not our job to fix the themes. It's our job to get them back into their dashboard, right? So you may want to reach out to the developer to figure out why there's this confliction with a plugin or software update. Or you may want to use another theme. Okay, but this allows them to at least get into their dashboard. Okay, so now if I were to turn off that theme, which I did, if I refresh the page, let's see if it loads, you can see the theme directory edge does not exist. Okay, so hypothetically, that would have turned off the HTTP error 500. And that would allow the student to get back into their dashboard, which is the goal. Okay, so I'm going to, and then again, if I wanted to rename it and turn it back on, I would just remove my edit and click enter, and it would go back to its original state. Does that make sense so far? Cool. So that is another place to check that error log can be really helpful for helping you nail down issues. But again, let's say, you know, we've checked the student's IP address. We've made sure that it's not a local browser cache issue, and we've checked the error log. And it turns out there's not even an error log. There's no errors on the site as far as file manager knows. So what can we try next? The next step would be to run this fixed permission script. And I can speak for the rest of reclaim hosting to say that this script is something that we run multiple times a day. It sounds very technically advanced, but it's really not. Okay, it's a very quick script, and I'll explain why we do this. Apache web software, gosh, what is it called? Yeah, Apache web server software is installed on all of our servers, whether they're shared hosting or domain of one zone. Okay, Tim has talked briefly about Apache, mentioned it in his last talk, but Apache essentially handles all requests that come to the server. Okay, and it keeps tabs on all of the domains. So when you go and access wpdemo.labromfield.com, you're asking Apache to direct you to that site. If for whatever reason that request can't be completed, it throws an error. So, and that might, for whatever reason, we can run this fixed perms script, and sometimes that actually clears up the error. So if a student maybe is uploading a lot of files through FTP and there's a lot of activity back and forth in FTP, it can open up the permissions and Apache doesn't like that very much. It says, oh gosh, the site is not secure enough for, you know, and it kind of balks a little bit and so it'll throw an error. So running this fixed perms script can be really helpful. And there's no harm in running this. Okay, so even if there's nothing wrong on the site, I can still run this and it doesn't do any damage. So it's great. It's just a failsafe to check. And I can do this on my Mac in Terminal, but if you're using a different operating system, there are other things out there like Putty for Windows. So that's something that we could also explore maybe tomorrow and a hands-on workshop if you were wanting to run this in a different operating system. So I'm going to show you how to run this script on my own domain, which is I know for a fact my domain is on Dino Jr. So I am going to come in here and log into Dino Jr. I think I can just do Dino Jr. here. Hold on. Let me see. Yeah, see if it'll load. Okay, so I'm going to, where am I? I'm going to want to copy this script here. It's sh, spacefixperms.sh. And then you have another space and then it's dash a, and then you put the cPanel user. So this is not a script that I have memorized, Tim, and maybe other folks do, but I don't feel that comfortable in Terminal. I'm going to be honest. It's something that I'm still playing around with, but I can do a few things that really do help. So I do recommend getting your feet wet and playing with this if you haven't already. So I'm going to just copy and paste that line in there. And then I'm going to go back and find my cPanel username. It'll show up in general information here. You can see in the home directory. But there's a couple places to see your cPanel username. There's also that field in the WHMCS products tab. When you have the username and password, that username is what you would want. I'm going to replace that here. So I've copied and pasted my username. Just press enter and you can see it working through. It's going to sit here and work through all of the files in my account. And just basically fix permissions. And then it just says finish when it's done. It does no harm to run that script. And now I know that Apache thinks my site is secure in that way. So again, running that script is super helpful and fixes more problems than you would realize. So that's why it's on this list. And the last thing on this list that I wanted to touch on is deals with htaccess files, which again is something that Apache controls. I'm not sure if you're familiar with htaccess, but there's a lot that can happen there. So we're only going to kind of skim the surface because it's just as domain of one's own administrators. It's good to at least be familiar with what htaccess is, why it's there, and what it should look like. So htaccess or Apache essentially keeps tabs on all domains in the account and handles those requests and permissions. But htaccess allows the user to set their own rules aside from Apache. So Apache might say all of the domains on the server are going to load at labrumfield.index.php. So all domains will by default have this index.php on the end. And so our htaccess file says, we're going to write a rule that says no. We want that index.php to be removed, and we just want to say labrumfield.com. So that's one of the ways that htaccess is used. But it's also a file that can be hacked. So if you see a hacked WordPress site, that htaccess file might look a lot differently. So it's important to know what it's supposed to look like. So there's a lot of reading here. You can jump into that later if you want. When should you not use htaccess? It makes more work for the server because you're telling the server, okay, we got to look at all of these rules over here on top of the rules that Apache has already set. So it does create more work. So if you're not fully comfortable adding rules to htaccess, we recommend reaching out to reclaim support or trying to do it outside of htaccess. So for instance, all users with a cPanel can technically block IP addresses through their htaccess file. And that's super helpful if you are an experienced user and you know your site's getting hammered with an IP. You can go in and a pinch and block an IP address there before you've talked to reclaim support or whatever. So there are ways that you can do that, but obviously you can unblock IP addresses on WHM. So that's where you would want to do that instead. But for the purposes of this, I wanted to show you what an htaccess file should look like and what it should not look like. So we're going to go back into our file manager here. And htaccess is actually a hidden file. So if you come up into the settings window in your file manager and you come down here and you click show hidden files. We're going to save that and let that load. And you can see our htaccess file now pops up right above error log. Okay, so I'm going to open this up. And again, I'm still in my WordPress demo file. And this is a healthy htaccess file. All I have, all I've done on this domain is installed WordPress. So let me try and make this bigger. So that's what it should look like. It'll say begin WordPress and WordPress. Okay, there's a rewrite engine on. Okay, htaccess files should have that. So that's something to be aware of and look for. And you just, you have a full few rules here. You see the rewrite rule. We're getting rid of that index.php. So there's a few things there that WordPress adds. However, if you've got a hacked site. You might see an htaccess file that looks like this. I'm going to make this a little bigger here. It'll say rewrite engine on. But then instead of having those pretty begin and WordPress, you'll see these rewrite rules to ask.com, Google.com, Bing.com. Okay, or any other sort of phishing sites. Okay, so anyone that went to the domain would then be redirected somewhere else that maybe was a little less friendly. So we have seen that instance before. And while we don't expect you by any means to fix htaccess files, being able to come to us and say, hey, it looks like something with the htaccess file is a little wonky or what have you, then that would be a huge help for us as well. So again, this is just one of those things that checking as you're answering support tickets can be helpful. Yes. The new one. That's yes. That's a great question. The answer is yes. You can always, you can always fix it. But my advice is if there's issues here that have looked like they've been inserted, not by the user, chances are there are other files that have been infected as well. So we can talk more later about how to fix hacked WordPress files because that is something that we deal with. If a user has installed WordPress and that never updates their plugins and you go into their dashboard and they have 28 updates available, chances are they're more likely to get hacked. And so it is something we deal with. But yes, to answer your specific question, that is something that you can just erase and replace. While the main site is loading, so just creating one copy and pasting people's WordPress hd access. So part of the client fixes the site. So if it just doesn't exist or it doesn't have the right stuff, you can copy and paste the right one. We've seen that. They moved files from another server and because it's a hidden file, it sometimes doesn't get added into an archive or a backup or something like that if they were copying and pasting stuff directly. And so you may just go in at it. It's essentially the same thing. If you're in WordPress, if you go to settings, permalinks and you can save, it creates that hd access file because that's what permalink is in WordPress is making pretty hard URLs on the server. So it's just a different date for what they're doing is they're creating an hd access file. That specific code is hd access is for generalize for anybody and it's also worth noting that if you install WordPress on wordpress.labrumfield.com, but then install omeka on omeka.labrumfield.com, you'll have an hd access file for both of those. So it's not one hd access file per account. It's per directory or per software application that you're using. And yeah, we actually have had issues with that hd access file where if omeka is installed in the home folder, like write in public HTML, and then you go and install WordPress in a sub directory, the WordPress won't install properly because there's a conflicting hd access file with omeka. And that's a bug that they were aware of and I think have worked to fix, but that was an issue for us for a while. So hd access, it's a little intimidating. I will be the first to admit, I don't know everything about it, but it is worth knowing a little bit, you know, being familiar with it and knowing that it's there to at least check. Okay, so that's why it's on my list of things to check when you're approaching a support ticket. Yes. And every... Yeah, that is a nice realization. For sure. Right. Right. Right. I think it has a lot to do with user preference. We get that question a lot and it has a lot to do with preference. However, if you install WordPress in slash WordPress, but then you've got another install somewhere with a WordPress page at slash WordPress, you do get that confliction. And so because of that, I tend to lean towards subdomains because it's just cleaner and that's just how my brain works, but... Right, so that's... Yeah, you can see that here. I've got public HTML here, but then my subdomains are now outside of it. So it's... Yeah. Yeah, I mean, you... Yes, you do get... Yeah. Right. So, oh yeah. Right. I think the scenario there is maybe you've got a project that you could have... So you could have one WordPress install that's labrumfield.com slash project, right? That slash project is a page on labrumfield.com. So it's one WordPress instance. The other scenario is you might have a WordPress install, a separate one, on labrumfield.com slash project. So if that's... I don't think there's any benefit to either one, except maybe, you know, that slash project needs more room, more than just one page, so you may want a full WordPress instance for it, but the only issue there is that you would have that WordPress... that confliction of files because you can't have a WordPress instance on slash project and have a page over here on slash project as well. Right. Right, yeah. Right, yes. And then maybe you do slash spring 2018, spring, you know, 2019 or whatever. That's a good point. Okay, so that is an overview of the things to check when you don't know how to answer a support ticket. But if all else fails, just send a support request to support at reclaimhosting.com and we will obviously take a look and help you out and our process with support is documenting the steps that we take to fix so you can hopefully get on the spot and do it yourself next time and continue to play an active role in supporting domain of one zone. Things that help us and support tickets. Obviously, first and last name of the student or user having an issue, their domain name and email address, but if you can get those things like their IP address, screenshot of the error that they're receiving, what they did to get that error, those things will help us because historically or generally we'll end up asking you those questions, so that would save that conversation as well. But any questions about approaching a support ticket before we move on to some specific support examples of common stuff that we get a lot? Cool, all right. Hang in there with me. I know we are primetime naptime. Okay, so one of the issues that we get a lot, especially or specifically with WordPress is there isn't a section in the WordPress dashboard, it's under settings where a student or anyone who has that WordPress instance can go and change their domain. We don't know why WordPress has this, it doesn't do anything, it only breaks things. But it is there and it is very misleading, so this is something that we absolutely have to talk about because you more than likely will experience this. And I'm actually going to break my own site live and show you how to fix it, okay? So let's see here. If I'm in my C panel, I'm going to go into my apps, get this loading, and I'm going to scroll down here to my WordPress demo site, log into the dashboard, it opens. If we come to settings general, this is where folks go, there's a section where you have this WordPress address and then that's my domain. It says WPDemo.LAbromfield.com and then I've got another site address WPDemo.LAbromfield.com. So folks will see this as you can imagine and they'll say I don't want my domain to be what it is. I want it to be called Photography Club 101 or what have you, or I just want to be on, I'm going to call this project not demo, I'm done with it being a demo. It's now the real deal. So I'm going to come through here and call it project, okay? I'm going to come down here and save changes. What happened? So now I'm on, if I go to my main site, it's not going to work properly and if I go to dashboard, it's not going to work properly either or this, yeah, anyway, it causes a huge confliction. You can't get in in the same way. This is what my main domain looks like. So obviously the user freaks out, they put in a ticket and you look at their domain and you say I can't even get into their dashboard. How do we fix this? It's actually easier than you would think and can be fixed straight from the user's own cPanel so you don't have to access WHMCS or WHM. You just go straight in to the user cPanel so you can switch as user going through WHM or WordPress or wherever and from this search bar up here you can search PHP. So we have to go into the database to fix this. So if we go into the database section and we click PHP my admin and again this is all documented so don't feel like you have to take notes right now but over here this is my list of databases and if I'm a student who only has one subdomain and one WordPress instance I'm only going to see two things up here so be mindful of that and if I remember correctly I'm pretty sure my demo site is on WP1 so I'm going to come to WP options down here so I'll do that again, show you really quick LA Brumfy that's my database name WP1 and then if I scroll down to WP options that's what I'm going to collect that's where you want to go so if I look over here I can see that project.LAbrumfield.com so if you notice that maybe in WHMCS their domain says something else and then you come in here and you see that change you can say I bet they changed their domain so what we have to do is change it back so it's this first line it says site URL it's a little bigger so you can see that there and I'm just going to come over and click edit that's where I made the change so I'm just going to come in this box and click WP demo and scroll down and click go okay it takes me back to where I was now so now I changed it in two places so I have to fix it in two places the first one is really easy because it's just right there at the top the second one is a little more hidden it's actually if you scroll down here and you have to go to page 2 okay so if I scroll down about halfway I see there it is again it's under home and it's this project.LAbrumfield.com again so I'm going to go through and edit and I'm going to change this part back to WP demo and click go and that's all it is okay so fingers crossed that Murphy's law doesn't happen here now if I reload the site's back to normal and I can get into my dashboard okay so it almost gets to the point now where if you go to the main domain and you see that list of the web content without the CSS you can say they changed their domain okay they changed the URL fucking no we wish we could hide it we don't know it's there and so we can just fix it because that dashboard isn't there yeah yeah yeah I know when you said I know at lunch you said that and I was like she changed her brand so scrolling down okay restore to backup yeah sure so it's under this supporting domain of one's own category and it's called fix for changing site URL and wordpress dashboard supporting domain of one's own yes yes right okay so that is yes that is a place to do that yes it's just you can do HTTPS there right you can right it's just when you go in and fix the text so it may be worth adding a note that says don't change your domain here because yes so yes that is a great point you can do HTTPS there and nothing will happen but it's just when you affect that text that it fights with the dashboard has or not database excuse me and so it does break the site there yes this was a sub domain and I wanted to show that specifically because some of you guys are not using top level domains so they actually wanted to do that and then they wanted to right then you would install a trans cloning feature yes and so we do have that documented as well in community so there's two resources if you're not familiar we have workshop.reclaimhosting.com which has documentation articles for you guys for domain of one's own admin but then if you go to community.reclaimhosting.com there's a lot more documentation for things like working through installatron and that sort of thing we feel good about this one yeah it is helpful for sure the other thing I wanted to show you quickly is a couple other couple troubleshooting fixes so let's say the student does not like accessing their cPanel they think it's over the top and scary and they just want to go straight to their WordPress dashboard and enter labrumfield.com and just go straight to that link bypass cPanel all together but they forgot their password okay so this is very easy to fix as well okay if we go into my apps and the user can do this or you can do it for them but let's say we are going to reset the credentials for this domain obviously this wp admin link will log me straight into that dashboard as the admin but if the user does not want to go through their cPanel and they need that password reset I can click on the title here and it'll give me a few more options okay so I've got this overview and you've got this files and tables tab here but the overview is what you want and you can reset the password there okay so I can generate a new password and show that and copy and paste that to the student or I can generate something that they want to use something memorable so and then I would just go down here to the very bottom and click save all okay so it'll take a few minutes but that's how you reset that password and so it's a very easy fix but it's just kind of hidden so I like to show that because it is a common support request that we get the next thing finding your IP address which I've already walked through it's ip4.me and this is actually a little gift of our bitninja.io bitninja is our external external firewall so it's outside of WHM and it's something that domain of one's own administrators do not have access to I like to mention this here because if you work through all of those steps of unblocking IP addresses and checking error logs and you think they may still have a block somewhere but you're not sure and the config server security firewall doesn't say anything in WHM we can actually check that IP address on our external firewall bitninja and see if there's a block there so it's always worth checking even if you've unblocked the firewall IP addresses on your own server and then that last one is clearing your browser cache and network cache as we've mentioned before the other thing I wanted to share quickly since we have a little time is how to change a domain correctly so let's say that the user breaks their domain in WordPress that WordPress dashboard and so you replace it you fix it for them but then they say well actually I do want this to be project.labromfield.com or something like that so I'm going to show you how to change that here but to do that I'm actually going to do this in state U so we can work with an actual sub domain here so let me pull this up and WHMCS and WHM right I always get that loaded so what I'm basically doing here is I'm pulling up the user profile for in WHMCS and WHM for my account so I'm just lauren.stateU.org so I'm going to pull that in here too and if you can remember we're going into list accounts right and I'm going to pull that up here as well I just searched lauren and there it is okay so now I'm set up in WHM and WHMCS if I want to make changes to this sub domain let's say you know I want to go by my middle name instead of my first name so I'm going to go by Ashley okay so I have to click this little there's a little plus box right here so I'm going to drop that down and then come down here and click modify account and you can see here this is the primary domain there's a little field there that has my current domain in it okay so I'm going to come here and change that to Ashley.stateU.org and let's hope that nobody else has Ashley.stateU.org where it won't work um do we just come through and click save and sometimes this can take a minute depending on how many accounts are on the server and everything so we'll just wait here really quick computers have been running kind of slow so okay well while that's going I will check to see if there's an Ashley.stateU okay cool so there's not an Ashley so that should come through fine. While that's going though you want to make changes in one other place to record this process remember WHMCS keeps a log of everything that's happening so it's important to make this change here as well okay so I'm in the product services tab and I also want to make that change on the domain field here okay can everybody see this sorry I know it's kind of small um I can go through and change it here as well okay alright and I scroll down and click save so this came through it fixed um it'll come through at the top everything's changed my primary domain is now Ashley.stateU.org so I can come back to list accounts and I've also changed it here in WHMCS right so now if I come to list accounts and search Ashley there's my domain I can click cPanel and login as that user I like to do the server first just to make sure that you don't break anything but right it's not actually communicating with the server so it is important for that step the only time in WHM there's a few times where WHMCS directly communicates with WHM so you don't have to and it's running those module commands like terminate or suspend okay but editing the fields like that that's something that you have to do directly within WHM so now you can see over here my primary domain is Ashley.stateU and if I had I can't remember if I have content on this domain I think I do um but that content has now been put on Ashley.stateU was it at the top here? right Tim might be able to speak more on that I've never don't do that the reason being like most stuff will work to default like the first date right and it is then new credentials for FTP and everything which is just another thing to relay to the student so did you have a question or yeah I thought you had your hand raised okay let me see if I can see where you're right okay have more than one server yeah that's what I was thinking yes that I know what you're talking about now actually it's in WHMCS so here this product services tab great examples BYU I think they just signed on their 7th server so they've got a ton of accounts right and if you are changing a domain the server will say BYU3 okay that's their third server so you have to make sure you're going into the proper WHM because there's a WHM account for each server right yes so for schools that just have one that you guys are on your pilot accounts or you know whatever then yeah you'll just be accessing that one WHM but so yes that's how you properly change a domain okay let's see any yep that happens any other questions so far okay well there's one last thing I wanted to show you quickly how to do before we break I can see eyes sort of glazing over I know it's a lot to take in but a question that we get a lot is how do I change quota for this user our default quota account is 500 megabytes or some you know I think we said most domain of one's own schools on one gigabyte per account but let's say you've got a faculty member who wants to run a bunch of stuff and they need 5 gigs of space or you know whatever so that's actually something that you do in WHM under list accounts as well okay let's say I want to change the quota for this Ashley dot state you can see here in the bottom corner there's this quota okay so I'm going to come out just a little bit here so you can see there's a lot going on we can see the IP address username contact email address when it was set up and then we have this quota alright so if I extend this out again I've got to change quota link there I would just make changes so let's say you know I wanted to give them a gig I would just click save and that's all it takes so now if I go to Ashley dot state I'll just do Ashley here you can see their quotas now one gig can't remember if Tim showed you guys that but that's how that's done and that's supporting domain of one's own in a nutshell okay so there's a ton of articles here feel free to continue to read these and use them as a resource and request other articles but in terms of strategizing answering support tickets and handling some of those frequently asked questions and tickets I hope you find this helpful cool so with that let's take a small break here get up stretch and then we will talk about DNS for a little bit