WEB DESIGN FAQS

FREQUENTLY ASKED QUESTIONS

QUESTIONS WE GET ASKED REGULARLY

Common Questions

When it comes to websites, email, domain names & web hosting, there are hundreds of questions that people may have. So we’ve put together some of our most common Web Design FAQs to answer questions that we are regularly asked by our clients.

If we have not covered your question below, please do not hesitate to contact us and we will assist you in our friendly, jargon free style. Even if you think it’s one of those “silly questions” that you think you should know, we’ve heard every possible question, so please do get in touch.

We have separated our FAQ in to sections, to make it quick & easy for you to find answers about a certain subject. If we’ve missed something, please let us know. Understanding how your website works, or how to setup a new email address can seem sometimes feel like a bit of a minefield, but we are here to help!

COMMON QUESTIONS

Award Winning

INFINITY3 are an award winning company, who's web design, customer support and dedication to client success has been recognised by the MIH business group.

First Class Service
We pride ourselves on providing all of our clients with good “old fashioned” customer service. We always go that extra mile!

19 + Years Experience
With years of knowledge & experience, we know how to deliver beyond expectations & satisfy all our customers needs.

Excellent Value For Money
We offer real value for money – cost-effective web design & excellent customer service are all part of the package.

Fast Turnaround Time
We understand clients want their new websites launched on time which is why we always deliver in a timely & efficient manner.

Jargon Free Approach
We speak your language! We provide advice, assistance & support whenever you need it in as jargon free way as possible.

Proven Track Record
We have a proven track record of providing cost effective, high quality, professional and reliable website design services.

Upfront, Fixed Pricing
We will always give you a quote up front, with a fixed price for the services that you require. There’s no nasty surprises!

Personalised Service
Our professional approach to meeting our customers needs means we always deliver a personalised service.

Dedicated Support
We are always here for our clients to offer a helping hand whenever they need any advice or support.

 

Netherbeck Design was founded in 2009 by Tristan Whittaker (who built his first website way back in 1999!). You can learn more about our history on our about page.

PROBLEM SOLVING

A white screen or Internal Server Error (error 500) usually means a script used by your website is throwing an exception and/or fatal error. When this happens, it will be logged by our system and you can view recent errors inside the Access/Error Log of our control panel. 

A '500 Internal Server Error' message on your site is frequently due to a mistake in the site file such as a .htaccess file or web.config file.

The first step in troubleshooting this is to check the Access/Error logs.

Windows

If you're running a Windows hosting package, don’t forget to recycle the app pool after making any changes to your site configuration. You can do this by logging into the hosting package, selecting ‘Application Pool’ and then selecting ‘Recycle Pool’.

WordPress

A common cause of an interal server error on WordPress sites is if you are running an incompatible PHP version. Some errors are thrown if the server is running a version of PHP that is not compatible with the website code. We currently support PHP 5.3, 5.4, 5.5, 5.6, PHP 7.0 and 7.1 or our Linux platform. You can switch between all of these versions using the 'Switch PHP Version' icon inside the control panel

If you're running WordPress, you should check if your WordPress admin area is still accessible. This is usually accessible by visiting http://your-domain.com/wp-admin.

If it is, we'd recommend disabling each plugin and theme and revisiting the site in turn to try and identify the root cause.

Also, if your website is on our WordPress hosting platform, please note that this platform is PHP 7 only. While WordPress core is compatible with this PHP version, certain plugins and themes may not be. If so, we recommend hosting the website on our Linux platform. 

Increase the PHP Memory Limits

Sometimes the internal server error may occur if you are exhausting the PHP memory limit. You can increase this by contacting us.

There a few reasons why you may not be able to send emails:

Your ISP is blocking port 25

If you can't send an email and you're using a commercial Internet Service Provider (ISP), they may be blocking SMTP port 25. This port is standard for sending an email. But it's also standard for sending spam, so ISPs often block it. Check to see if your ISP is blocking port 25:

  1. Open Command Prompt (in Windows) or Terminal (Mac OS).
  2. Enter the code: telnet exampleDomain.com 25
  3. If port 25 is not blocked then you will receive a successful 220 response. If port 25 is blocked then you will get a connection error or no response at all.
  4. If port 25 is blocked, you can alternatively use port 587. You will need to change this within your email client and is usually configured within “preferences” or “settings”.

Authentication

Your outgoing mail server should be set up to authenticate using your password, and should not be using SSL.

Outgoing Mail Server

You need to make sure that you're using either mail.[domain], or smtp.stackmail.com as the outgoing mail server. In the case of mail.[domain], you'll want to change this to your actual domain, i.e. mail.yourdomain.com.

Firewall/Antivirus

Strong firewall or antivirus software may be blocking emails from being sent. If you think your antivirus might be stopping emails from being sent out, the quickest solution is to temporarily disable the firewall or antivirus software. Whilst disabled, try sending a test email, see if it sends, and then turn your security software back on.

If the test email sends, then you may need to review the documentation available for the firewall/software to see if there's a way to bypass the restriction.

Email Limits

Our mail platform has several limits in place in order to protect the reputation of the mail platform and prevent large quantities of spam mails being sent. Currently our mail limits are as follows:

Web servers: 500 emails a day.
Mailboxes: 8000 emails a day.
Message size/attachments: The webmail system accepts attachments up to 32MB in size, and the maximum message size in our network is 50MB.

If any of these limits are breached, then it won't be possible to send mail from that hosting package or mailbox. In the case of the message size/attachment limit, you'll simply need to look at reducing the size of the email or the attachment being sent.

Blacklisted IP Address

If the machine you're sending mail from has a blacklisted IP address, you won't be able to send email if the provider you're sending to actively checks that particular blacklist. There are a number of tools available online that are able to tell you the IP address of your machine and whether or not that particular IP address has been blacklisted. In most cases, you'll need to request delisting from the blacklist in question.

DOMAIN NAMES

Domain names are like physical addresses for websites. They are used to identify one or more IP addresses so that the correct content can be sent to the device viewing a certain site. A good example of a domain name would be ours, infinity3.co.uk. Anything after the ".co.uk" is simply an identifier used to send the user to the correct page of a website. For example, you are currently in "infinity3.co.uk/frequently-asked-questions".

Domain names allow us to assign an easy to remember text based label to a certain IP address or website. Businesses buy domain names that are the same as their company name, such as our Domain name (infinity3.co.uk) is the same as our company name (INFINITY3).

The price for domain names varies depending on the demand for a the domain in question. A brand new domain should cost around £10-£15 a year however, there are often "first year" deals that will give you the first year for a discounted price.

This doesn't mean that all domain names will be that price, there have been domain names sold for thousands, depending on the demand for the domain.

In most cases you should renew your domain name once a year. The company that you registered your domain name with will send you a reminder before it runs out. If your website is managed externally they will make sure that your domain name is renewed for you.

WEB HOSTING

Yes, we can offer a variety of website hosting packages. See our web hosting page for more information.

We offer a variety of hosting to make sure that you get exactly what you need.

Our hosting includes -

  • Starter Hosting
  • Business Hosting
  • Managed Hosting

Find out more on our website hosting page!

INFINITY3 Uses Flywheel hosting. Flywheel provides us with impeccable hosting for our clients with blazing fast speeds, tuned specifically for WordPress to make sure no one is left waiting for a slow website.

For our clients, we offer multiple options for website management.

If you're on our Starter Hosting or Business Hosting then we provide you with our custom hosting Dashboard so that you can make sure everything is running as you would like it.

If you're on our Managed Hosting plan then you don't need to worry about managing your hosting as we will make sure that it is always running at 100% for you.

EMAIL

Depending on the hosting package your website is hosted on, we can provide a variety of email hosting options. For most clients, we highly recommend that they use a service such as Google Mail for Business or Office 365. For clients on our "Starter" hosting, we can provide a single email address and for clients on our "Business" hosting package we can provide unlimited email addresses.

  • Open the mail application on your Android device. 
  • Select Add New Account and enter the mailbox name and it's password
  • Select Manual Setup and select IMAP Account.
  • The User name will need to be the same as the mailbox name.
  • Enter imap.stackmail.com as the IMAP Server, change the Security Type to SSL, Port 993 should then be used.
  • Enter smtp.stackmail.com as the SMTP Server, change the Security Type to SSLPort 465 should be added.
  • The outoing mailserver User name and Password are the username and password for your mailbox. 
  • Select Sign In and the mailbox will be added to your Android. 

To set up your mailbox on an Apple iPhone or iPad, you can need to:

  • Head to the Settings icon and locate the Accounts & Passwords option.
  • Then select'Add Account.
  • Select Other from this list.

  • Select Add Mail Account.

  • Input the information requested:

Name: Anything
Email: example@yourdomain.com
Password: Mailbox Password
Description: Work, Business…etc

IMAP:

Incoming Mail Server
Host Name: imap.stackmail.com
Username: example@yourdomain.com
Password: Mailbox Password

Outgoing Mail Server
Host Name: smtp.stackmail.com
Username: example@yourdomain.com
Password: Mailbox Password

  • Finally, select the mail account and go into the Outgoing Mail Server settings. Select Primary Server, make sure SSL is switched on and the port is set to 587.

If you're looking to set up mail with Outlook, please see our guide here

When selecting what credentials to use within your mail client, you have a choice between using either: mail.yourdomain.com or imap/smtp.yourdomain.com

There is no difference between using either of those options.

Primarily, we allow you to use mail.yourdomain.com so that you don’t have to give your customers any instances of ‘stack’, creating a more customised experience.

If you use mail.yourdomain it is likely you'll get a “mail certificate name mismatch” / “cannot verify server identity” error, this is explained in the guide here

This error usually occurs when a mail client is using using a secure connection to the mail server under a custom hostname.

For example, this could occur where you have imap.yourdomain.com pointing to imap.stackmail.com. This allows you to make a secure IMAP connection, but the SSL certificate installed on our mail servers uses the '*.stackmail.com' hostname - and not 'yourdomain.com'.

It's nothing to worry about, the certificate for '*.stackmail.com' is expected so you can trust the certificate with the knowledge that the connection will remain encrypted. Once the ceritifcate is trusted you should not receive any further warnings, unless the certificate changes. 

To avoid the warning altogether, you could change the mail client to use the stackmail.com hostnames. These are: imap.stackmail.com, pop.stackmail.com or smtp.stackmail.com for IMAP, POP or SMTP respectively. 

We make use of 'autodiscover' technology, so that in the majority of cases, Microsoft Outlook can set up your account for you with only an email address and a password.

Automatic Setup

  • In Outlook, choose the File tab
  • Under 'Account Information', choose Add Account
  • On the Auto Account Setup page, enter your name, email address, and password, and then choose Next
  • Choose Finish

 

Manual Setup

If automatic setup failed, you can choose Manual setup or additional server types to enter your settings manually. Use these settings:

Account type: IMAP
Incoming mail server: imap.stackmail.com.
Outgoing mail server: smtp.stackmail.com.
Incoming server port (IMAP): 993
Use the following type of encrypted connection: SSL
Outgoing server port (SMTP): 587
Use the following type of encrypted connection: TLS

When setting up your account, please choose More Settings > Outgoing Server and check the box for 'My outgoing server (SMTP) requires authentication'.

If you experience any problems with the connection or receive a certificate warning, please disable SSL/TLS encryption and change the incoming server port to 143. 

You can also set up the account using POP3, however this is not recommend in general as emails will be downloaded to the mail client you connect to the mail server.

Account type: POP3
Incoming mail server: pop3.stackmail.com.
Outgoing mail server: smtp.stackmail.com.
Incoming server port (POP3): 995
Use the following type of encrypted connection: SSL
Outgoing server port (SMTP): 587
Use the following type of encrypted connection: TLS

If you need to log in to your email whilst you are away, you can use our free webmail facility  - the URL they need is www.stackmail.com

We always recommend IMAP as that helps keep messages in sync between various devices and our webmail system. 

This is our recommended configuration for Thunderbird mail clients.

Incoming Server (“Account Settings” > “Server Settings”)

Server Name: imap.stackmail.com
Username: Your e-mail address
Port: 993
Connection security: SSL/TLS
Authentication method: 'Normal password'

Outgoing Server (SMTP)

Server Name: smtp.stackmail.com
Port: 587
Connection Security: STARTTLS
Authentication method: 'Normal password'
Username: Your e-mail address

If you choose to use domain-branded server names, such as mail.your-domain or imap.your-domain, the secure connection may throw a certificate warning due to a common name mismatch. This can be safely trusted and your connection will remain secure.

For scale and redundancy reasons we operate each service from its own hostname. So we always recommend using the most relevent hostname for incoming and outgoing servers in mail clients. These are as follows:

  • IMAP: imap.stackmail.com (or imap.domain)
  • POP: pop3.stackmail.com (or pop3.domain)
  • SMTP: smtp.stackmail.com (or smtp.domain)

However, for compatibility reasons and to help ease migrations, we automatically setup mail.domain for each of your packages.

If you can successfully send email and view any new messages in your Inbox, but aren't able to view additional subfolders, then it's likely that you have an incorrect IMAP Path Prefix setting on the device.

To correct this, take the following steps:

  • Go to Settings > Mail > Accounts > Select your e-mail address > Account > Advanced
  • At the bottom of this screen, you should see 'IMAP Path Prefix'. Leave this blank or, try entering 'INBOX'
  • Save the changes, and then navigate back through the Email Account settings pages saving as required

You'll now be able to view all folders in the account. If that doesn't help or it's already set up like that, you may need to remove and re-add the e-mail account on your device.

MX stands for 'mail exchanger'. 

It tells a 'sending' mail server how to find the 'receiving' mail server, given in order of priority, where the lower numbers are given higher priority. The MX records for 20i are 'mx.stackmail.com.' .

SMTP or Simple Mail Transfer Protocol is a TCP/IP used to send and receive email. The majority of email systems use SMTP to send messages from one server to another. Messages can then be retrieved using an email client using an email download protocol such as IMAP or POP3.

SMTP also delivers email from a mail client to a mail server, thus the need to specify both an incoming and outgoing mail server when setting your email client. 

SMTP uses ports 25 or 587 as some ISPs will block port 25.

Both IMAP and POP3 are protocols that allow you to receive e-mails from a remote server. Your e-mail client uses these protocol to connect to your mailbox server. You may have your e-mail client on your smartphone, laptop and desktop, and this is where IMAP and POP3 have different uses. 

Post Office Protocol version 3 (POP3) downloads mail from the server and often deletes it from the server after it has done so. This means that depending on when your mail client checks for mail, you'll only receive the e-mail on one device or mail client. This also means that when you delete an e-mail from one device, it will not be deleted from another. For example, if you receive e-mails on your smartphone, deleting them won’t also delete them on your desktop mail client, so you will have an e-mail that you have viewed appear as unread. 

Since POP3 downloads e-mails from the server and saves them in a local storage area, losing or damaging your local storage may cause you to lose all of your e-mails. 

Internet Message Access Protocol (IMAP) on the other hand, is suited for people who want to receive e-mail on more than one device, which nowadays is most people who carry a smartphone. IMAP stores e-mail on remote servers rather than downloading them to local storage, which is how the e-mails can be viewed on different devices. When your read, download or make any changes to e-mails on one device, it will synchronise across any other device using the same account. IMAP has the ability to only download the header of an e-mail so it can be much quicker. 

We recommend you use IMAP.

POP3 offers very few, if any benefits. When you are setting up your mail client, you will have the option to choose from IMAP or POP3. To set up either, you simply need to access your e-mail account information through StackCP.

WEB DESIGN

A question we get asked a lot, and it can vary quite largely. Some sites can take months of design and development; others can take a few weeks. Every business has unique requirements, every customer has different objectives. It’s hard for us to guess, so we tend not to. Through meetings, planning and discussion we’ll be able to understand your requirements and then be able to estimate a project.

The cost of our web design service depends on numerous factors and it is impossible to provide an accurate quote without learning more about the nature of the website and what sort of features it will have. If you provide our team with as much detail as possible, via phone, email or our project enquiry form then we will be able to provide you with a ball park figure.

Your website can have as many pages as you require. When we discover your new website requirements, we will establish how many pages you require.

All websites we create are optimised for search engines.

Primarily we use WordPress.

Yes, we can help. However, please note that updates for websites not built by use can take longer than usual, depending on the quality of the websites code.

No, we agree a fixed price before the project starts. We only charge additional fees when a client requests additional features or pages etc. that weren’t originally outlined before the project started. Also note that there is an annual fee for website hosting, domain names and SSL certificates. If a client is on one of our care plans, then many additional benefits are included e.g. hosting & backups etc. You can learn more about our care plans here.

WEBSITE MANAGEMENT & CARE

You can upgrade your Care Plan whenever you would like, just get in touch with us!

Yes, we offer discounts if you would like us to manage multiple sites for you.

We also offer discounts on our "Maintain" and "Manage" plans for registered charities.

If are eligible for a discount please get in contact with us and we will make sure that you get a discounted price. 

Updates take place on either a monthly, weekly or daily basis depending on which Care Plan you use.

Find out more about our Care Plans here!

Our website backups are stored in at least two separate geographical locations using Amazons S3 servers.

We offer a wide variety of Search Engine Optimisation services. These include:

  • On-page Optimisation
  • SEO Link Building
  • Local SEO
  • Press Release Service
  • Local Citation Cleanup
  • High Powered Links
  • Guest Posting
  • Managed SEO Service
  • Reputation Management

To Find out more please visit our SEO page here!

SEARCH ENGINE OPTIMISATION (SEO)

SEO is an essential ingredient in today's online fight for the dominating positions in the search engines. A higher position in the search engines will drive your customer enquiries & sales.

We are able to get you a higher ranking in search results by showing the search engine that you are the best answer to the question that a user has searched. 

We do this by optimising content in your page like improving load times, checking for dead links, adding backlinks and high powered links.

Search engines like Google check all websites against these factors and use that to decide the best sites to show their users. which is Why SEO is so important for getting a higher ranked website.

Here at INFINITY3, our in-house SEO Consultants have put together an array of Search Engine Optimisation services to help improve your website, generate inbound traffic and showcase your business.

These include:

  • On-page Optimisation
  • SEO Link Building
  • Local SEO
  • Press Release Service
  • Local Citation Cleanup
  • High Powered Links
  • Guest Posting
  • Managed SEO Service
  • Reputation Management

To Find out more please visit our SEO page here!

The number of quality, relevant links pointing to your website can have a dramatic effect on how your website ranks in the search engine results. Our professional link building service will help you to get your website ranked faster by building high quality links.

WordPress

WordPress is a free and open source content management system (CMS) based on PHP and MySQL. WordPress is installed on a web server, which either is part of an internet hosting service or is a network host itself; the first case may be on a service like WordPress.com, for example, and the second case is a computer running the software package WordPress.org.

WordPress is considered one of the easiest to use CMS, thanks to a user-friendly interface. It also has an amazing number of plugins which allows it to extend its functionality in many ways. 

A CMS is a content management system, or web application, that enables website owners to add pages to, edit pages, and manage a website. Essentially, it’s the backend of the website where updates can be made and content can be added or deleted.

  • WordPress is the most popular CMS on the internet 
  • 33% of the web uses WordPress, from hobby blogs to the biggest news sites online
  • WordPress used by 60+ million websites
  • 50,000+ new WordPress websites are launched each day
  • There are over 54,000 plugins to help your website meet your needs

A plugin is an existing piece of code that adds a specific functionality to a website. Plugins enable website owners to add certain features to their website above and beyond what WordPress offers. They can be free or paid, depending on the functionality and complexity.

 

There are more than 60 million WordPress websites and more than 50,000 new WordPress websites created each day. Many big companies use the WordPress platform for their online presence including: The New York Times, BBC America, Sony, MTV, eBay, Ford, Spotify and NASA to name just a few!

WordPress is updated anywhere from 4 to 8 times per year, which is more frequent than most types of software. The regular updates continually increase the security of WordPress websites and ensure the very latest version is in use.

Installing updates to your WordPress website are essential to maintaining the security of your website. In addition to fixing any issues or adding functionality, updates patch security holes. Because WordPress is so popular, a lot of hackers target it. Out-dated versions of WordPress and plugins are a security liability.

 

WordPress is designed to be user-friendly for non-technical users. As a CMS it enables even the most technologically challenged folks to change font sizes and colors, update navigation, add new web pages, include images, and embed video. It all depends on how WordPress is set up and how effectively the developer uses it as a CMS.