Technical Support FAQ
|What is your support number and hours?|
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:
|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?|
|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:
In addition, please note the following limitations:
|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:
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:
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.