Difference between revisions of "FAQ"

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(What is the name of the mail server/POP3/SMTP server?)
 
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===Where can I find your DNS servers?===
 
===Where can I find your DNS servers?===
SupraNet has two types of DNS servers: private, recursive servers for our connectivity customers, and our public, authoritative servers for domain name hosting.  If you are configuring a system to do DNS queries, use the private DNS servers. If you are registering a domain and want SupraNet to host DNS, use the public servers.
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* Recursive / private servers for our connectivity customers to do DNS lookups:
 +
** 66.170.14.11
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** 66.170.14.12
  
SupraNet's private DNS servers will not answer queries from systems outside our network.
 
  
Private DNS Servers:
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* Authoritative / public servers for domain name hosting:
* 66.170.1.10
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** DNS1.SUPRANET.NET
* 66.170.1.19
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** DNS2.SUPRANET.NET
 +
** DNS3.SUPRANET.NET
  
Public DNS Servers:
 
* dns1.supranet.net
 
* dns2.supranet.net
 
  
==Dial Up==
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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.
===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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SupraNet's private DNS servers will not answer queries from systems outside our network.
* (608)227-1012
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==Email and Spam==
 
==Email and Spam==
  
 
===What is the name of the mail server/POP3/SMTP server?===
 
===What is the name of the mail server/POP3/SMTP server?===
SupraNet has multiple mail servers.  If your company's mail account was set up within the last two years, you server will be probably be '''mail.''yourdomain''.com''', Older accounts will be '''mail.supranet.net'''.   If neither works, please contact [mailto:support@supranet.net] for assistance.
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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.
 
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===Is web-based email available?===
 
===Is web-based email available?===
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===I accidentally marked a valid message as spam in MailGuard.  Can I get it back?===
 
===I accidentally marked a valid message as spam in MailGuard.  Can I get it back?===
Unfortunately, no.  Once a message is flagged as spam, it is immediately discarded.
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Yes! See the [[SupraNet Mailguard]] page.
 
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==Enterprise Backup==
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===Why is my Enterprise Backup usage so large?===
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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. 
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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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==General==
 
==General==
===What are SupraNet's office hours?===
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===What are SupraNet's hours?===
 
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'''SupraNet sales'''
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<table>
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<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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 +
{| class="wikitable"
 +
! Sales !!
 +
|-
 +
| Monday || 8:00 a.m. - 5:00 p.m.
 +
|-
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| 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.
 +
|-
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| Friday || 8:00 a.m. - 5:00 p.m.
 +
|-
 +
|}
  
'''SupraNet technical support'''
 
<table>
 
<tr><td><b>Sunday</b></td><td>9:00am - 12:00am</td></tr>
 
<tr><td><b>Monday</b></td><td>7:00am - 12:00am</td></tr>
 
<tr><td><b>Tuesday</b></td><td>7:00am - 12:00am</td></tr>
 
<tr><td><b>Wednesday</b></td><td>7:00am - 12:00am</td></tr>
 
<tr><td><b>Thursday</b></td><td>7:00am - 12:00am</td></tr>
 
<tr><td><b>Friday</b></td><td>7:00am - 6:00pm</td></tr>
 
<tr><td><b>Saturday</b></td><td>9:00am - 6:00pm</td></tr>
 
</table>
 
  
===Why don't my username and password work?===
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{| class="wikitable"
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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!  Support !!
 +
|-
 +
| Monday || 7:00 a.m. - 6:00 p.m.
 +
|-
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| Tuesday || 7:00 a.m. - 6:00 p.m.
 +
|-
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| Wednesday || 7:00 a.m. - 6:00 p.m.
 +
|-
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| Thursday || 7:00 a.m. - 6:00 p.m.
 +
|-
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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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| Sunday || Closed
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|-
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|}
  
===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.
 
  
  mstsc /v:your.server.com /console
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{| class="wikitable"
 +
! Data Center !!
 +
|-
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| Monday || 7:00 a.m. - 6:00 p.m.
 +
|-
 +
| Tuesday || 7:00 a.m. - 6:00 p.m.
 +
|-
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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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|}
  
If a user is already logged in at the console, you will be given the option to end his or her session.
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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.