| Technical
Support FAQ
|
| What
is your support number and hours? |
| You can contact our
technical support at (916) 641-9320 or (800) 509-9322.
Alternatively, you can e-mail technical support at support@calweb.com
. Our technical support hours are 8 AM-8 PM Mondays-Fridays, and 9
AM-6 PM Saturdays.
When calling technical
support, please be in front of your computer and have your computer
powered up. It is not necessary to be connected to be CalWeb to set
up your computer or check the settings. Whenever possible, please be
prepared to give us the following:
- What Operating System
You Are Using (i.e. Windows 98, Millennium, XP, Mac OS 8)
- What Program You Are
Using (i.e. Internet Explorer, Outlook Express, Netscape)
- What Problems Are
Specifically Occurring (i.e. I cannot connect to the Internet, I
can't send/receive e-mail)
- What Error Messages Pop
Up (Be prepared to give us the complete text of the error
message, as we don't know the error numbers by heart.)
|
 |
| Whenever
I call technical support, I end up on hold. What happens? |
| We spend the time to give
each customer quality service. Occasionally, we may experience a
high volume of calls. We give you the option of either remaining on
hold or leaving a voice mail message. Voice mail messages get
returned promptly. |
| Can
Technical Support assist with billing issues? |
| Technical support can
assist in updating billing information (such as address and credit
card), giving your account balance, and changing your service level.
However, specific questions about your bill should be addressed to accounting@calweb.com,
or you can contact our accounting department Mondays-Thursdays 9
AM-4 PM. |
| Do
I need a setup disk to set up for CalWeb? |
| In most cases, no. The
latest operating systems (including Windows 98 and later/Mac OS 8
and later) already include Internet software (browser and e-mail) as
part of the operating system. We can assist you in setting up the
software in connecting to the Internet. |
| What
software do you recommend? |
| Although any version of the
software can be used, we recommend a fairly recent version of the
browser (i.e. Microsoft Internet Explorer 4.0 or later/Netscape 4.7
or later) and mail client (i.e. Outlook Express 4.0 or later/Outlook
98 or later/Netscape 4.7 or later/Eudora 4 or later). Earlier
versions of the programs may not have full functionality, and may
contain security holes that can be compromised. |
| How
can I determine which version of the program that I'm using? |
| In order to better assist
you, we often ask which version of a program you are using. This is
because the location where the settings need to entered or changed
may vary between versions of programs. Under Windows, the version
number of the program can usually be found by clicking on Help and
selecting "About (Program Name)". Under Macintosh, you can
determine this information by clicking on the Apple in the
upper-left corner of the screen and selecting "About (Program
Name)". |
| What
don't you support? |
We cannot provide support
for the following beyond the basic Internet settings for the
following:
- Windows 3.11
- Macintosh Systems prior
to OS 8 (e.g. System 7.5.1)
- Linux systems
- MSN TV/Web TV or
console game systems
- Software or OS systems
in beta test stage
In addition, please note
the following limitations:
- We cannot assist you in
designing your web site, only with uploading your web site. Web
design services are available for business web sites.
- We can only diagnose
Internet related issues. We cannot assist you in solving
hardware problems or software issues outside of their
interaction with the Internet.
- Because of the wide
variety of programs that is on the Internet, it is impossible
for CalWeb's support personnel in order to know the workings of
each program. For some programs, support is limited to on-line
documentation on CalWeb's web site.
- We cannot provide
assistance with online services outside of CalWeb or with other
websites.
- While technical support
can assist you, we are not computer trainers. If you are
unfamiliar with the Internet, we recommend that you order the Interactive
Internet Tutorial CD. And, don't be afraid to experiment.
- While we provide shell
access upon request, we do not provide support for shell
accounts.
|
|
| Do
you support systems running Windows 95? |
Because the functionality
of Windows 95 and Windows 98 is very similar, CalWeb has no plans on
discontinuing support for Windows 95 systems. However, some software
currently developed will not work under the Windows 95 systems.
These programs includes:
- Internet Explorer 6
(and later)
- Outlook Express 6 (and
later)
- Netscape 6 (and later)
- Apple Quicktime 6 (and
later)
- Windows Media Player 7
(and later)
- WinAmp Version 3 (and
later)
In many cases, older
versions of the above programs will run under Windows 95, but with
some features missing. You may want to visit the OldVersion
website for older versions of popular programs. |
| How
do you compute disk space usage? |
Disk usage includes the
following:
- Disk space used on our
server for web pages.
- Mail stored on our mail
server prior to downloading.
- Mail stored in the
Trash folder while using our web mail interface.
- Disk space used for ftp
access, including incoming ftp directory
- Disk space used in UNIX
home directory
Excessive disk usage
charges are based upon an average over a calendar month. You can
check your usage by going to My Account and selecting Time
Online/Disk Usage or by going to http://quota.calweb.com. |
| What
is your FTP directory policy? |
| All users have a public FTP
directory. You can place files in this directory, for other people
to download using the FTP protocol. For security reasons, however,
the general public is not able to upload files into your FTP
directory.
To upload files to your
ftp directory, log into the server ftp.calweb.com
with your CalWeb username and password. Your ftp directory is
located at /ftp/users/(first
character of username)/username
. People logging in anonymously from the outside, would simply go to
users/(first
character of username)/username.
Alternatively, you can put in the URL of ftp://ftp.calweb.com/users/(first
character of username)/username/filename
.
If you wish to allow other
people to ftp into your directory, you will need to make a
subdirectory called "incoming". People will be able to
upload into this directory, but not download. This security
precaution prevents outside hackers and software pirates, from using
your account to transfer their stolen software. Making the
permission of the directory owner-read/write/execute, but group and
world-write/execute (chmod 733) will allow users to upload the
files, but not view the directory contents or download files.
Alternatively, by making all permissions read/write/execute (chmod
777) will allow users to upload files and view the directory
contents, but will not allow users to remove files.
It is possible to make a
directory not fitting these guidelines and policy, but doing so will
open up your account to large disk usage charges. We highly
recommend against doing so, unless you know exactly what you are
doing, and why.
Comments about this FAQ? E-mail
us!
Note: Links to external
web sites are provided for informational purposes, and are neither
endorsed nor support by CalWeb Internet Services |
Serving California Since 1993.
