Knowledge Base

General

How do i submit a request for help?

You need to be logged in, and from the Help menu, click on 'Open a Ticket'.

Or follow this link:

http://www.kray.net.au/cms/pages/7/open-a-ticket.html

If you are an existing customer and do not have login details for this site - please call us either on 1300 11 44 26 or 02 4202 6029.

Email Services

How do I access Webmail?

You can access Webmail from the following locations:

http://www.yourdomain.com.au/webmail
or
http://www.yourdomain.com.au:2095

Setup the email account through your email client

This step will allow you to configure an email client, such as Outlook or Windows Mail.

Run through the email account setup wizard, and use the following settings:

Username: your full email address (i.e. johnsmith@domain.com.au)
Password: the password you set when creating the email account in the first step
Incoming Mailserver: mail.domain.com (note: replace domain.com with your domain)
Outgoing Mailserver: ISP outgoing mail server (port 25) OR mail.domain.com (port 587)

If you're using our outgoing mail server (mail.domain.com), please ensure "Outgoing Mailserver requires authentication" is enabled.

During configuration in your email client, you will have the option of setting the mailserver type. You can use either POP or IMAP depending on your needs.

Hosting Services

What name servers do I use on my domain to point them to my hosting account?

Please update, or ask your domain name registrar to update your name servers on your domain to the following:

ns1.kray.net.au
ns2.kray.net.au
ns3.kray.net.au

How do I access cPanel?

You can access cPanel from the following locations:

http://www.yourdomain.com.au/cpanel
or
http://www.yourdomain.com.au:2082

Transferring my account from another provider with minimal downtime

If your current host uses a cPanel platform we're able to complete a cPanel migration. However, if they're using another system (such as Plesk), then unfortunately it will need to be completed manually by yourself. The following steps are a rough guideline of what you'll need to do to shift your website over, however, it doesn't take into account any custom DNS configs, etc.

If you're in doubt and require further clarification, please do not hesitate to contact Kray.

  1. Sign up for the hosting package.
  2. Once your payment has been accepted, your hosting service will be provisioned. A service activation email will also be dispatched which will contain your cPanel, FTP and other important login information.
  3. Download a copy of all files from your old host, generally using FTP. If you have any databases you will also need to download a copy of those - they're generally exported using phpMyAdmin, however, you can clarify with your old host.
  4. Upload your website files (which you downloaded in Step 3) via FTP - you can make the FTP connection using the IP address as listed in your service activation email. Be sure to upload the files into the /public_html directory. A good and free FTP client is FileZilla.
  5. Login to cPanel (via the temporary IP login address) and configure all your required email accounts and email addresses as required.
  6. If you have any databases to restore please re-create the databases using cPanel > MySQL Database Wizard. Once your databases are setup you can now import your database backups via cPanel > phpMyAdmin > Select your database in the left menu > Click Import and follow the steps. If you have changed your database or database user name you may need to update these in your scripts configuration file (i.e. wordpress has those details in wp-config.php, joomla has them in configuration.php) - in particular you will need to adjust your database hostname (dbhost) which will likely be currently set to 'localhost'.
  7. You have now stored a copy of your website on our servers and configured your email accounts on our servers, however, your domain is still pointing to your old provider. Provided all looks well, move onto step 8.
  8. Update your name servers on your domain to point to our name servers - the name servers you're required to use are also provided in your service activation email. For more information on what name servers you're required to use and how to update them, please see the 'What name servers do I use on my domain to point them to my hosting account' FAQ entry.
  9. Congratulations! You're done! Please note it can take up to 48 hours for your DNS changes (name server changes) to complete, but you will generally see it happen in much quicker time.

If you are familiar with how DNS operates, to shorten the propagation of DNS from the nameserver change you can contact your existing webhost 24 hours before your planned move and request they update the TTL's on your DNS records to a shorter timespan such as 600 seconds. You may even have this functionality available to you through their old control panel.

Domain Names

Transferring my AU domain name from another registrar

http://www.kray.net.au/cms/pages/22/transfer-domains.html

And follow the prompts - the required 'Authcode Password' that you can retrieve from your old registrar;  either (if applicable) yourself via their members area, or by contacting them. Note: This is NOT your account password with them! Follow the rest of the prompts.

If you would rather not give you previous registrar a call, or cannot find it, you can use the Auda form, and the AuthCode Password will be emailed to you:

http://admin.auda.org.au/password_recovery/blank_recover_password.faces