Frequently Asked Questions

Frequently Asked Questions

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General

Sometimes it can happen that a DDOS attack pass thru our firewall and mitigation systems.

In that case, we request you to generate a pcap of the attack. In order to do so you need to follow these steps:

1st, clean all your iptables rules. In order to have a clean log, you can't have something dropping packets on the way.

Then...

If the attack is targeted a specific port (by example only one of the several teamspeaks are facing the attack), use this command line to generate the pcap file:

tcpdump -i eth0 -nnvvS -c 10000 dst Your_IP_Address and port Attacked_Port -w Your_IP_Address_Attacked_Port.pcap

If the attack is targeted to the whole server, use this command instead:

tcpdump -i eth0 -nnvvS -c 10000 dst Your_IP_Address -w Your_IP_Address_Attacked_ALL.pcap

Then send the generated pcap file to us on a ticket so we can analyse and update our firewall settings.

Virtual Private Servers

Because of security measure, SSH is disabled for the root user. But you can disable this security with the following steps:
  • Access the VPS with noVNC console
  • Edit the file /etc/ssh/sshd_config
  • Change the line "PermitRootLogin prohibit-password" to "PermitRootLogin yes"
  • Restart the ssh server with the command "service ssh restart"
To enable SSH root access for CentOS:
  • Access the VPS with noVNC console
  • Install SSH with the command "yum -y install openssh-server openssh-clients"
  • Enable SSH with the command "chkconfig sshd on"
  • Edit the file /etc/ssh/sshd_config
  • Change the line "PermitRootLogin prohibit-password" to "PermitRootLogin yes"
  • Now, start the SSH service "service sshd start"
Now you can access the VPS with root over SSH. However, we would rather recommend you create a new user without privileges for SSH access.

VPS Teamspeak 3

The sinusbot isn't started. Login into SSH and start the bot with the command: "/etc/init.d/sinusbot start"
(If the bot still doesn't start, check the "How to update the sinusbot" question)
You can't recover the password. But you can change it. To do so, follow the following steps:
  • Login into SSH
  • Stop the sinusbot with the command: /etc/init.d/sinusbot stop
  • Switch to sinusbot user with the command: su sinusbot
  • Move into sinusbot home directory with the command: cd /home/sinusbot
  • Start sinusbot with a temporary admin password with the command: ./sinusbot --pwreset=Pa$$w0rd
  • Go to the sinusbot webpage and login with the username admin and the password Pa$$w0rd
  • Go to settings, User Accounts, edit the user admin, type in a new password, confirm and save it.
  • Back to SSH, kill the sinusbot with CTRL+C
  • Logout from sinusbot with the command: exit
  • Start the sinusbot with the command: /etc/init.d/sinusbot start
  • Login into SSH
  • Stop the sinusbot with the command: /etc/init.d/sinusbot stop
  • Switch to sinusbot user with the command: su sinusbot
  • Move into sinusbot home directory with the command: cd /home/sinusbot
  • Download the latest version of sinusbot with the command: wget https://www.sinusbot.com/dl/sinusbot-beta.tar.bz2
  • Extract the compressed file with the command: tar -xjf sinusbot-beta.tar.bz2
  • Copy the sinusbot plugin into the sinusbot teamspeak client with the command: cp plugin/libsoundbot_plugin.so teamspeak3-client/plugins
  • Delete the compressed file with the command: rm sinusbot-beta.tar.bz2
  • Logout from sinusbot with the command: exit
  • Start the sinusbot with the command: /etc/init.d/sinusbot start
There can be several reasons:
  • The bot is not up-to-date
  • There is no enough space on the VPS (a minimum of 250Mb are needed)
  • The port is already being used by another process
Check all these steps and if the bot still doesn't start, open a ticket so we can look deeper into it.

Outgoing Anti-Spam Protection

For every IP available with our products and services, as an internet service provider, we will register and reserve it with organisations such as RIPE or ARIN. This means that we appear as the IP abuse contact for litigation in the WHOIS database. If an IP is reported to organisations such as Spamhaus and SpamCop which work to combat spam, malicious websites and phishing, then the reputation of our entire network is at stake. It is therefore important that we take care of the reputation, quality and security of the network, which also forms an important part of your service.
Important steps to take on receiving a block alert BEFORE the affected IP can be unblocked:
  • Stop sending email (e.g. stop all mail software such as qmail, Postfix, Sendmail etc.).
  • Check the email queue (e.g. qmHandle for qmail, postqueue -p for Postfix).
  • Analyse your logs using the Message-ID found in the block alert.
If you have checked the Message-ID and found that are from your legitimate email, you should then ensure that your email messages comply with the RFC and the Best Practices indicated below. If they do comply, you can inform us by sending a sample of your email (including header). Our technical support team will then assist you with the next steps.
IMPORTANT !!Do not request us to unblock the IP under any circumstances without having suspended the sending of emails from your server, otherwise you will immediately get blocked for a second time (and a longer duration).
Our system is based on the Vade Retro anti-spam technology.
It is not possible to get a whitelisting, i.e. a filtering exclusion on the outgoing emails from your server. We can only assist you with the logs diagnosis, if the Message-IDs are unknown and not part of your legitimate emails or mailing lists.
RFCs (Request For Comments) are documents intended to describe technical aspects of the internet. They are produced and published by the IETF (Internet Engineering Task Force), a group which basically produces and defines standards. For more information, see: RFC, IETF and Internet Draft Best practices are recommended methods which are often based on these documents and are intended to advise you on the best way to proceed. In this instance, this means the basic rules to follow so that your emails are not marked as spam.

Sending Volume

If your outgoing email volume is very high, you are advised to:
  • Reserve an IP block dedicated solely to email usage.
  • Provide an 'abuse' address on this block in order to receive complaints.
  • Request to configure reverses on all IPs correctly.
This operation will enable you to simultaneously isolate the IP and domain reputation if you send emails for various domains, to receive the complaints, and thus do what is necessary to get unblocked by various organisations. It also enables you to locate a problem more quickly on a form that uses domain X or Y, as the emails are not sent out from the same IP and don't have the same reverse.

Email Content

Avoid using spammer keywords in your emails such as “buy” and “last chance”, and avoid capital letters, impersonal subjects, exclamation marks, and % discounts. Don't forgot to provide an unsubscribe link for people who have not requested to receive your email or who believe it to be illegitimate. Be particularly careful to ensure that your emails contain the sender's address (or an alias), a subject, and a correct ratio of text, images and links in the body of the message. The text vs. image and text vs. link ratio must be high. Don't overload the email with hypertext links and avoid Javascript.

FBL - Feedback Loop

This system will enable you to follow up on feedback provided by some internet service providers directly, informing you that their users have marked your message as illicit, and that it has thus been classified as spam. This will enable you to interact with these ISPs directly concerning your reputation. Some FBLs:Authentication

Some authentication services enable you to protect your reputation.
  • Sender-ID
    An email authentication technology developed by Microsoft which validates the authenticity of your domain name by verifying the IP address of the sender. This technology is based on the IETF standard: RFC4406
  • SPF
    Sender Policy Framework is a standard for verififying the domain of the sender. It is based on RFC4408 and consists of adding an SPF or TXT field to the domain DNS, which contains the list of IPs authorised to send emails from this domain.
  • Reverse DNS
    Reverse enables your IP to be "translated" into your domain. That allows the domain associated with the IP address to be found.
  • DKIMDKIM
    This standard is described in RFC4871.
    AOL, Google (Gmail) work on this basis. Official website: DKIM

Game Servers

The server logs are the best place to verify why your server restart.
The common problems are:
  • The Steam Server Key is not valid anymore. Generate a new server key and add it to the config.
  • An add-on crashes the server. Verify the server logs to find out which add-on is crashing.
  • The server is not up-to-date. Check the question "How to update my server?"
  • You removed the branding tag from the server name while you subscribed a server with branding. Check our question "How-to use the branding tag?"
Our system lookup for updates every hour and update the repo if necessary.
To update your server, just restart it. During the restart, if there are new files or file updates, these are created with the extension .new. A text file update.txt is created on your game folder with a list of new files inside it. Just go to all files, delete the old and rename the new one.
We put this system in place because of the complains of several of our clients. On each new update, the files are rewritten and personal modifications are lost. With this system, you can won't loose the modifications and you can transfer them to the new files.
If you have more questions about this system, feel free to ask our support team.
Because of security reasons, you are not allowed to upload executables. If you want to install an add-on that has .so files, open a ticket to our team informing:
  • The name of the addon you want to install.
  • The link to the official sources.
  • The link to the website where we can find informations for that addon.
We will then analyse the add-on, and if it doesn't have any security issues, make it available on our add-on manager for you to install. Based on previous requests, the average time of a requested add-on to be made available is of 30 minutes.
If you subscribed a server with branding, the branding [XRV] must be present on the server name. You can place the tag wherever you want (begining or end). Our system will detect and validate it.
If you remove the branding from the server name, you will be notified by email to correct the situation and the server will restart every 5 minutes.
If you want the branding removed, we invite you to upgrade the server to a "no branding" server.

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