Home » troubleshooting

Tagged: troubleshooting

Tier 1 Vs. Tier 2 Support


Howdy, all you gorgeous, internet wizards…

Lawrence here, with another informative article about the goings on behind the scenes at Canvas Host.

We’ve got a lot going on in the realm of streamlining and improving things throughout the company this year, and the Support department is no exception.

In this newsletter, I wanted to touch on something which you may or may (not) have noticed, but something I feel should be addressed none the less…

If you’ve opened a support ticket within the past week, you may have noticed the designation of “Tier 1” and wondered what that’s all about, so I wanted to take a moment to explain and hopefully allay any confusion and satisfy any curiosity about it.

From now on, when a new support ticket is opened (either by an email being sent to support@canvashost.com or being directly opened through your customer dashboard), the ticket is assigned to Tier 1 support. Depending on the complexity of the matter, the ticket will either be answered straight away by the support team on staff at that time, or, it may be escalated to Tier 2.

So what’s the difference and does one tier have priority over the other?

Firstly, Tier 2 tickets do not have higher priority over Tier 1. If anything, Tier 1 will be answered the fastest. Customers cannot open a Tier 2 ticket. The designation is decided by our staff at our discretion.

Basic Rundown…

* Tier 1: Simple, everyday questions/issues that can be answered/resolved quickly by anybody on the support team within under an hour depending on the size of the support queue, number of phone calls coming in etc. Missed call tickets are designated Tier 1. Any staff member who touches this Support queue is required to make sure Tier 1 tickets are answered/called back before their shift is over for the day/evening.

* Tier 2: Tickets that address issues which senior members of our staff might have to take over, issues requiring further research and development, internal discussion between staff members etc. These tickets will generally be resolved within 24 to 48 hours depending upon their complexity and other tasks being juggled as we all wear several hats around here.

The reasons for this new system have to do with managing the daily throughput of our support ticket queue as well as internal tracking and analysis which will help us to establish a clearer understanding of how and where our resources can be most effectively utilized.

As always, we hope this explanation serves as a continuance of our rule of transparency in business.

Trouble Shooting Email Issues / Email Settings – 101 

By Lawrence Hearn, Canvas Host Support Lead

Email is one of those day to day luxuries that we all seem to take for granted (until it suddenly stops working). But don’t panic, because like most problems – this one likely has several possible solutions.

Here, I’m going to share with you some of our staple process of elimination trouble-shooting steps for diagnosing and rectifying most common email related issues.


* Issues with third party Email Software:


First things first… Restart your email program (if you’re having issues with any third-party email software) such as Outlook, Apple Mail or Thunderbird. 99% of the time, simply restarting your software will rectify the issue.

If that doesn’t yield the desired results, check to see if you can log into webmail using the same email address (and password) you are trying to connect with in your email software. Webmail can usually be accessed by going to yourdomain.com/webmail *as an example*. Of course, you would want to replace yourdomain.com with your actual domain, the one associated with your email address.

If your domain does not point to our network, then you can use the server name that your hosting account is on and port 2096. An example of this would be: If your hosting account is located on the server Kersey, then you would use: https://kersey.canvashost.com:2096

If you *can* log into webmail, then we know that the server’s firewall is not blocking your IP address (which can happen from time to time). If you cannot log into webmail and see something like “username or password invalid”, there’s a good chance your IP has been temporarily blocked by the firewall and there are several options for dealing with this.

Firstly, you can log into your customer account at https://support.canvashost.com and select from the top menu:  *Support > Unblock My IP Address*

This will bring you to a screen with a box that is automatically populated with the IP you are connecting to our network from and a button which will check for any blocks on your hosting server and remove them.

If you’re not in a position to do this, the next easiest thing to do is to go to http://canvashost.com/ip and copy the IP address listed on that page, then email that IP to support@canvashost.com with a friendly note to please check for any blocks and remove them. Our staff will quickly remove any blocks and add your IP to a list which will tell the firewall to ignore the IP in the future, so it doesn’t get blocked again.

Many people ask, “What causes blocks against my IP address?”

Well, the short answer is that machines are cruel and have nothing but contempt and loathing for their human masters.

To break it down a bit more granularly, most of the time, these blocks are what we call “false positives”. They can be caused by any number of benign activities such as the email software experiencing some kind of “hiccup” when making its connection with the mail server, or a temporary glitch in your router or modem, which the firewall can sometimes interpret as a possible attack or other type of malicious/harmful activity.


* Email Settings:


Making sure you have the correct settings can be a bit confusing for some people. Al-tho we do not provide direct support and/or training for any third-party software or hardware, the settings required to connect to our server for any email account are pretty much the same thing across the board for any of your devices, be it a laptop, smartphone or tablet.

In most cases, you can use your domain name as the incoming and outgoing server name. Alternatively, you can use the actual server name, such as kersey.canvashost.com (for example).

We recommend using IMAP because it will allow you to see the same messages on the server from multiple devices, whereas POP3 will download the emails to the local hard drive of the device you are connecting from. This is of course completely up to you.

The port numbers for mail will be the same across all devices as well.

For incoming (IMAP) you will want to use 993, and for incoming POP3 you will want to use 995.

Outgoing (SMTP) ports will be 465 or 587. We generally find that with any Apple devices, 587 seems to work better (for some reason).

The authentication type will be “Password” or Username/Password” depending upon the particular syntax of the email software you use.

The username for email will *always* be the full email address of the email account you are wanting to connect to.


* Updating the password assigned to your Email Address:


If you ever forget your email password, you can easily update it to whatever you like (assuming it’s a strong enough password) within your cPanel account using the “Email Accounts” tool (which is located in the “Email” section of your cPanel home page.

You can access your cPanel account directly via your customer account at https://support.canvashost.com by navigating to:

Services > My Services

-and then selecting the green “Manage” button to the Right of the hosting account associated with the domain/email account.

Otherwise, you can access the cPanel login directly by going to yourdomain.com/cPanel (replace “yourdomain.com” with your actual domain name). Alternatively (if your domain does not point to our network) you can use the server name with port 2083 which would look like https://kersey.canvashost.com:2083 (for example). This will take you to the same cPanel login screen.

Please keep in mind that if you update the password assigned to your email account in your cPanel > Email Accounts, you will also need to make sure that the “new” password is entered the settings of the email software you use.


* Why can’t support teach me how to use/navigate my email software/device?


This is a great question, and the answer really comes down to sustainability.

When you choose the device/software you wish to use, it is your responsibility to learn how to use said device/software, be it via the manual or instructions included, or, from the vendor you purchased it from. There are many types of devices and software available, which are constantly changing/updating, and our small staff does not have the time or resources to maintain our day to day duties of running the CanvasHost network (and) learning the ins and outs of every single device/software combination possible. Luckily, with a little bit of time, finding your way around your chosen device/software should be fairly easy to figure out (and it’s a good thing to take that time to become familiar with these tools, especially if they are mission critical for your day to day operations).

In special cases, our parent organization “Canvas Dreams” does offer (billable) consultations. Please contact sales@canvashost.com and a representative will get in touch with you as soon as possible.


* I’m experiencing an issue with email that isn’t mentioned in this article:


When all else fails, please reach out to us via email at support@canvashost.com or call our customer service line and let us know what’s up. We’ll do our best to help diagnose the issue and find a resolution for you. There’s a lot of moving parts to website/email hosting and you can bet we’ve seen and resolve just about every issue imaginable.

Just remember… don’t panic. Problems have solutions, and we’re always here to help.