Difference between revisions of "FAQ"

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(Customer Frequently Asked Questions (FAQ))
(What is the name of the mail server/POP3/SMTP server?)
 
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Frequently Asked Questions
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==DNS==
  
==Why is my Enterprise Backup usage so large?==
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===Where can I find your DNS servers?===
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* Recursive / private servers for our connectivity customers to do DNS lookups:
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** 66.170.14.11
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** 66.170.14.12
  
SupraNet's Enterprise Backup system makes a complete backup of your files every day.  However, only files that have been changed are actually written to the disk.  The rest are saved as links to existing files, creating a full backup of your system without wasting space.  For example, if yesterday's backup is 850MB and a 5MB file is changed, your backup for today will be 5MB. 
 
  
Because of this, our system can make for very frugal disk space use. However, if you have large files that change daily, copies of these files are backed up every day. These multiple copies can consume large amounts of disk space.
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* Authoritative / public servers for domain name hosting:
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** DNS1.SUPRANET.NET
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** DNS2.SUPRANET.NET
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** DNS3.SUPRANET.NET
  
==I've run out of Terminal Services sessions on my server.  How can I get in?==
 
  
Even if you've reached the maximum number of allowed sessions on your server, it may still be possible to log in to remove stale sessions.  If your server is running Windows 2003 Server or greater, you have the ability to attach to the console using a command line switch.
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If you are configuring a system to do DNS queries, use the private / recursive DNS servers.  If you are registering a domain and want SupraNet to host DNS, use the public / authoritative servers.
  
mstsc /v:your.server.com /console
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SupraNet's private DNS servers will not answer queries from systems outside our network.
  
If someone is already logged in at the console, you will be given the option to end the session.
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==Email and Spam==
  
==What are SupraNet's office hours?==
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===What is the name of the mail server/POP3/SMTP server?===
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99% of our client's will be using '''mailbox.supranet.net''' as the mail server.  If you are getting any errors in regards to using the server please contact [mailto:support@supranet.net] for assistance.
  
'''SupraNet sales'''
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===Is web-based email available?===
<table>
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Yes. Web-based email is available at [https://mail.supranet.net/ https://mail.supranet.net].
<tr><td><b>Monday</b></td><td>8:00am - 6:00pm</td></tr>
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<tr><td><b>Tuesday</b></td><td>8:00am - 6:00pm</td></tr>
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<tr><td><b>Wednesday</b></td><td>8:00am - 6:00pm</td></tr>
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<tr><td><b>Thursday</b></td><td>8:00am - 6:00pm</td></tr>
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<tr><td><b>Friday</b></td><td>8:00am - 6:00pm</td></tr>
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</table>
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'''SupraNet technical support'''
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<table>
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<tr><td><b>Sunday</b></td><td>9:00am - 12:00am</td></tr>
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<tr><td><b>Monday</b></td><td>7:00am - 12:00am</td></tr>
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<tr><td><b>Tuesday</b></td><td>7:00am - 12:00am</td></tr>
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<tr><td><b>Wednesday</b></td><td>7:00am - 12:00am</td></tr>
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<tr><td><b>Thursday</b></td><td>7:00am - 12:00am</td></tr>
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<tr><td><b>Friday</b></td><td>7:00am - 6:00pm</td></tr>
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<tr><td><b>Saturday</b></td><td>9:00am - 6:00pm</td></tr>
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</table>
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==What number should I use for dial-up Internet access?==
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You may use either of the following:
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* (608)661-8410
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* (608)227-1012
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==What is the name of the mail server/POP3/SMTP server?==
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There are multiple mail servers. Recently set up mail accounts will be '''mail.''yourdomain''.com''', other accounts will be '''mail.supranet.net'''.
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==Is web-based email available?==
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Yes. Web-based email is available at http://mail.supranet.net/ or http://mailbox.supranet.net/.
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==Why can I receive mail, but not send?==
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===Why can I receive mail, but not send?===
 
If you are trying to acccess your mail from outside the SupraNet network, make sure your e-mail client is configured for [[Microsoft Outlook Express 6|SMTP authentication]].
 
If you are trying to acccess your mail from outside the SupraNet network, make sure your e-mail client is configured for [[Microsoft Outlook Express 6|SMTP authentication]].
  
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===What is the maximum attachment size I can receive?===
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SupraNet mail servers have a maximum limit of 100MB for incoming messages.
  
==Where can I find your DNS servers?==
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===What is the maximum attachment size I can send?===
 
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There is a maximum attachment size of 15MB for outgoing messages.
SupraNet has two types of DNS servers: private, recursive servers for our connectivity customers, and our public, authoritative servers for domain name hosting.
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Private DNS Servers:
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* 66.170.1.10
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* 66.170.1.19
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Public DNS Servers:
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===I accidentally marked a valid message as spam in MailGuard.  Can I get it back?===
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Yes! See the [[SupraNet Mailguard]] page.
  
* dns1.supranet.net
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==General==
* dns2.supranet.net
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===What are SupraNet's hours?===
  
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{| class="wikitable"
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! Sales !!
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|-
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| Monday || 8:00 a.m. - 5:00 p.m.
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|-
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| Tuesday || 8:00 a.m. - 5:00 p.m.
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|-
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| Wednesday || 8:00 a.m. - 5:00 p.m.
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|-
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| Thursday || 8:00 a.m. - 5:00 p.m.
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|-
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| Friday || 8:00 a.m. - 5:00 p.m.
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|-
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|}
  
==What is the name of the USENET news server?==
 
  
Our [http://www.faqs.org/faqs/usenet/what-is/part1/ USENET] news server can be found at [nntp://news.supranet.net].
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{| class="wikitable"
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!  Support !!
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|-
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| Monday || 7:00 a.m. - 6:00 p.m.
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|-
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| Tuesday || 7:00 a.m. - 6:00 p.m.
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|-
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| Wednesday || 7:00 a.m. - 6:00 p.m.
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|-
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| Thursday || 7:00 a.m. - 6:00 p.m.
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|-
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| Friday || 7:00 a.m. - 6:00 p.m.
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|-
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| Saturday || 9:00 a.m. - 4:00 p.m.
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|-
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| Sunday || Closed
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|-
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|}
  
  
==Why don't my username and password work?==
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{| class="wikitable"
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!  Data Center !!
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|-
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| Monday || 7:00 a.m. - 6:00 p.m.
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|-
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| Tuesday || 7:00 a.m. - 6:00 p.m.
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|-
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| Wednesday || 7:00 a.m. - 6:00 p.m.
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|-
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| Thursday || 7:00 a.m. - 6:00 p.m.
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|-
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| Friday || 7:00 a.m. - 6:00 p.m.
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|-
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| Saturday || 9:00 a.m. - 4:00 p.m.
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|-
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| Sunday || Closed
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|-
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|}
  
All our usernames and passwords are case sensitive. Please make sure you are using the correct case, and that you don't accidentally have Caps Lock on.
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''Technicians are on call 24x7, 365 days per year. Data Center is also available outside of normal hours.''

Latest revision as of 11:21, 11 July 2017

DNS

Where can I find your DNS servers?

  • Recursive / private servers for our connectivity customers to do DNS lookups:
    • 66.170.14.11
    • 66.170.14.12


  • Authoritative / public servers for domain name hosting:
    • DNS1.SUPRANET.NET
    • DNS2.SUPRANET.NET
    • DNS3.SUPRANET.NET


If you are configuring a system to do DNS queries, use the private / recursive DNS servers. If you are registering a domain and want SupraNet to host DNS, use the public / authoritative servers.

SupraNet's private DNS servers will not answer queries from systems outside our network.

Email and Spam

What is the name of the mail server/POP3/SMTP server?

99% of our client's will be using mailbox.supranet.net as the mail server. If you are getting any errors in regards to using the server please contact [1] for assistance.

Is web-based email available?

Yes. Web-based email is available at https://mail.supranet.net.

Why can I receive mail, but not send?

If you are trying to acccess your mail from outside the SupraNet network, make sure your e-mail client is configured for SMTP authentication.

What is the maximum attachment size I can receive?

SupraNet mail servers have a maximum limit of 100MB for incoming messages.

What is the maximum attachment size I can send?

There is a maximum attachment size of 15MB for outgoing messages.

I accidentally marked a valid message as spam in MailGuard. Can I get it back?

Yes! See the SupraNet Mailguard page.

General

What are SupraNet's hours?

Sales
Monday 8:00 a.m. - 5:00 p.m.
Tuesday 8:00 a.m. - 5:00 p.m.
Wednesday 8:00 a.m. - 5:00 p.m.
Thursday 8:00 a.m. - 5:00 p.m.
Friday 8:00 a.m. - 5:00 p.m.


Support
Monday 7:00 a.m. - 6:00 p.m.
Tuesday 7:00 a.m. - 6:00 p.m.
Wednesday 7:00 a.m. - 6:00 p.m.
Thursday 7:00 a.m. - 6:00 p.m.
Friday 7:00 a.m. - 6:00 p.m.
Saturday 9:00 a.m. - 4:00 p.m.
Sunday Closed


Data Center
Monday 7:00 a.m. - 6:00 p.m.
Tuesday 7:00 a.m. - 6:00 p.m.
Wednesday 7:00 a.m. - 6:00 p.m.
Thursday 7:00 a.m. - 6:00 p.m.
Friday 7:00 a.m. - 6:00 p.m.
Saturday 9:00 a.m. - 4:00 p.m.
Sunday Closed

Technicians are on call 24x7, 365 days per year. Data Center is also available outside of normal hours.