Frequently Asked Questions

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Q: When was this FAQ last updated?

A: 2020-06-04 15:00 EDT (GMT -04:00)

Q: When will we be able to access our data?

A: The datacenter will be powered on by Digital Realty for 72 hours starting Monday, 2020-06-08 at 10:00 EDT (GMT -04:00) and will be permanently powered off by Digital Realty on Thursday, 2020-06-11 at 10:00 EDT (GMT -04:00).

After the final shutdown, you can still transfer your domain and/or request assistance updating nameservers and/or DNS until your domain can be transferred. To request assistance, send email to support@micfo.com which will open a ticket and our engineers will follow-up with you.

Q: My email isn't working. How can I get my email working again?

A: There are a couple options but the basic requirement is that you need to sign up for an email service (e.g. Microsoft Office 365, Google G Suite, or other mail hosting provider). Once you have signed up for the service, you will need to configure the DNS records for your domain (e.g. your-domain.com) with updated Mail eXchanger (MX) record optionally SPF, DKIM, and DMARC.

The MX record is required and the bare minimum. With an MX record correctly configured, other people will be able to SEND EMAIL TO YOU at your-domain.com.

If you already transferred your domain, you will need to use the DNS management tools at your new domain registar to configure these DNS records (e.g. look for a "DNS Management" option).

If your domain is still registered with eNOM under Micfo's account AND YOU HAVE OTHER DNS SERVERS you want to use, you can send us the name server values (e.g. ns1.new-hoster.com and ns2.new-hoster.com) and we will point your domain to these servers so that, even though the domain is still registered with eNOM through Micfo your email and website can work again with your new hosting provider(s).

Lastly, if your domain is still registered with eNOM under Micfo's account AND YOU DO NOT HAVE OTHER DNS SERVERS you want to use, you can send us the DNS record values (e.g. new website IP address, new MX record, etc) and we will use eNOM's DNS servers to update the records for your domain UNTIL IT CAN BE TRANSFERRED to a different domain registrar.

Q: My domain or website isn't working. How do I get my website working again?

A: You will need to sign up with a new web hosting provider. There are many out there so we recommend Googling and reading reviews to identify whichever one will best meet your current needs.

Once you have your new web hosting service, you'll need to make sure your domain points to your new server IP address hosted with them. This is done by updating your DNS records with your Domain Registrar to point to the new server.

Typically, if your new server IP address is 12.34.56.78 and your domain name is "your-domain.com", you will need to create the following records at minimum to allow Internet users to reach your site.

@	A	12.34.56.78
www	CNAME	your-domain.com.

Q: I hosted my DNS with Micfo. How do I update my DNS now that Micfo datacenter is shutdown?

A: Ultimately, if your domain is currently registered with eNOM under Micfo's account, you will want to transfer your domain to a new registrar account (OPTION #2). Domains can be transferred directly to a registrar (if you have an account) or through your new hosting provider using their registrar).

There are two ways to get your domain working and we STRONGLY RECOMMEND OPTION #1 using the existing registrar UNTIL your domain's contact email address is working and accessible in order to receive the required EPP codes necessary to successfully transfer your domain. If your email is working, proceed with OPTION #2.

OPTION #1: Update Name Server (NS) records

Use this option if your email is not working yet. To request NS update, send email to support@micfo.com with the domain and updated nameservers to use (as provided by your new hosting service) and we will update them in eNOM. This will allow you to have full control of your DNS records (via DNS Management at your new hosting provider) to point your website to the new server IP and get your domain's email working again.

OPTION #2: Transfer Domain

*ONLY* use this option once the domain's contact email address is working! To request a domain transfer, initiate the request with your new hosting service and then send email to support@micfo.com to request the EPP code. THE EPP CODE WILL BE SENT TO THE DOMAIN'S CURRENT CONTACT EMAIL ADDRESS ON FILE. If you attempt to transfer the domain and the current contact email address is not accessible to receive the EPP code, it will cause a 60-day registrar lock which we cannot control!

IMPORTANT: The email address for your domain's contact info MUST be accessible BEFORE REQUESTING THE EPP CODE FOR DOMAIN TRANSFER to avoid a 60-day registrar lock!

Q: I hosted my website with Micfo. How do I transfer my website to a different hosting provider?

A: Your new provider should be able to provide instructions for how to upload your website content and point DNS to your new website IP address. If you want to use the same site content as before, you will need to use data from any backups you've made. If you do not have any backups of your Micfo website data, you may need to build from scratch.

IMPORTANT: Any website data or content previously hosted with Micfo will no longer be available to be downloaded or transferred after the final datacenter power on Monday, 2020-06-08 10:00 EDT (GMT -04:00) through Thursday, 2020-06-11 at 10:00 EDT (GMT -04:00).


Q & A BELOW IS KEPT STRICTLY FOR ARCHIVAL PURPOSES


Q: How long will the data be available?

A: Only 72 hours. Digial Realty has graciously agreed to power on the datacenter for 72 hours to allow customers to retrieve their data. We are very grateful as this is above and beyond any required obligations at this point.

Q: Where should I put my data? Can I move it to another Micfo server?

A: The data CANNOT be moved to another Micfo server. You MUST download locally (e.g. your laptop or workstation) or push it to a different hosting provider.

In the interest of time, we recommend you download it wherever you can transfer it the fastest. If you do not have broadband, you may want to consider pushing directly to your new hoster or to a cloud service such as Amazon S3 to safely store your data until you can move it to the final location.

Q: How do I access my data?

A: There is three ways that customers can use to access their data.

  1. Logging into their Client Portal.
    1. Log into Client Portal
    2. Click on Services
    3. Click Active Button for the account
    4. Click on the Login to cPanel on the left side.
  2. Access the server directly by the server name of the server, with /cpanel at the end of the url.
  3. Access the server directly by the IP address with /cpanel appended at the end of the url.
NOTE: For Resellers, VPN requirement will be disabled so you can access the servers directly.

Q: I already moved my domain or pointed my DNS somewhere else. How do I connect to my server?

A: If you've moved your domain you will need to connect to your server using its IP address. Alternately, you can edit the 'hosts' file on your local computer to temporarily override the new domain setting which will affect YOUR COMPUTER ONLY. All other Internet users will continue to use the updated domain or DNS settings pointing to your new service.

https://www.howtogeek.com/howto/27350/beginner-geek-how-to-edit-your-hosts-file/

Q: I updated my domain or DNS and don't know my old IP address. How can I find my old server's IP address?

A: There are two methods, listed below. The first requires the datacenter to be powered on. The second typically requires the user to access their server via a Mac or Linux system.

METHOD #1: nslookup

Once all of the datacenter servers are powered on again, you will be able to run the following command from the terminal or command prompt on your local computer to get your old IP address.

Make sure to replace 'your-domain.com' with the actual name of your domain or website. Don't include anything after the top level domain (TLD) of .com/.net/.org.

The IP address you are looking for is listed directly below your domain name. In the example below, the old IP address for your-domain.com is 199.189.248.69.

NOTE: The method below WILL NOT WORK until the datacenter is back online.

Example with good domain request (your-domain.com):

$ nslookup your-domain.com ns1.micfo.com
Server:		ns1.micfo.com
Address:	206.225.134.187#53

Name:	your-domain.com
Address: 199.189.248.69

Example with bad domain request (your-domain.com/cpanel):

$ nslookup your-domain.com/cpanel ns1.micfo.com
Server:		ns1.micfo.com
Address:	206.225.134.187#53

** server can't find your-domain.com/cpanel: REFUSED

METHOD #2: known_hosts

A second option for users that access their server from command-line via Mac or Linux systems is to check the contents of your known_hosts file.

In the example below, the old IP address for your-domain.com is 199.189.248.130.

$ cat ~/.ssh/known_hosts | grep your-domain.com 
your-domain.com,199.189.248.130 ssh-rsa AAAAB3NzaC1yc2EAAAABIwAAAQEAt4I+WIg4rtmZWX/v+VLZVl31R3ooSbzCdan+/Vpv+5txBXQgMv2uj1jbQ==
$

Q: I can't access my old emails. How can I access my old emails?

A: While the datacenter is powered on, open your email to [re]connect to the mail server and then use the archive function of your mail client (e.g. Outlook) to export all of your email to a .PST file for Windows or an .OLM file for Mac users.

For Outlook on Windows: Backup your email on Windows

For Outlook on Mac: Backup your email on Mac

Q: I had a Plesk server. How do I get my data?

A: All Plesk customers were notified several months ago that we were no longer supporting Plesk and were given the opportunity at that time to migrate to another solution with our support. We are unable to assist with backing up any Plesk data that was not previously migrated.

Q: I had a dedicated server or VPS. How do I get my data?

A: Dedicated and VPS servers are customer-managed so you can use whatever data recovery method you determine will work best.

Q: How do I make a cPanel backup?

A: A full cPanel backup makes a copy of all of your files, email, databases, etc. Once initiated, you must allow the backup time to perform. The server can send you an email to a working [personal] email address you specify once the backup is ready to download. The steps for generating, downloading, and restoring a full backup are explained below in detail.

How to Generate a Full Backup in cPanel

To generate a full backup in cPanel:

  1. Log into cPanel.
  2. In the Files section, click on the Backups icon.
  3. Under Full Backup, click Generate/ Download a Full Website Backup.
  4. On the next page, select the Home Directory option from the Backup Destination drop-down menu.
  5. For Email Address, select whether or not you wish to receive an email notification once the backup is complete. (You may also change the notification email address in the provided field if you wish.)
  6. Click Generate Backup.

This will generate the back up for you and place the tar.gz file inside of your home directory. You can then download the backup via cPanel, FTP or SSH.

To generate a full backup in shell of your own dedicated or VPS server:

  1. Log into the server by IP address using root or username with sudo/su privilege.
  2. Change directory to /home
  3. Generate the new backup of the account using /scripts/pkgacct <username>
  4. It will generate the cpmove-<username>.tar.gz in /home directory
  5. Retrieve the files off the server using ftp or scp or sftp to destination.
How to Download the Full Backup

To download the backup from cPanel: 

  1. Log into cPanel.
  2. In the Files section, click on the Backups icon.
  3. Under Full Backup, click Generate/ Download a Full Website Backup.
  4. Under Backups Available for Download, click the link for the backup file you wish to download.
  5. Select a destination on your PC where you would like to save the backup.

 

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