Frequently Asked Questions (FAQ's)

The information here is designed to help you make the most from your ReliaNET Service. Please read these carefully. If you don't find what you need, please submit your question below and we may add it to our list.

How do I update the phone number I dial into to connect to ReliaNET?
Beginning June 1, 2008, Qwest is creating a new area code (385) effecting Utah, Salt Lake, Weber, Davis, and Morgan counties. The new area code is an overlay to the existing 801 area code meaning everyone will be required to dial 10 digit numbers for all local calls. This means that everyone will need to update their computers to dial 10 digit number to connect to the Internet i.e. instead of dialing 4099000 in the Ogden area, you would dial 8014099000. Instructions will be posted here well in advance of the change taking place. The last day to connect using the regular 7 digit numbers will be March 1, 2009. We apologize for this change, but have no control over it, it does affect everyone in those counties.

Setup Instructions
How do I setup my dialup account using Windows XP?
How do I setup my dialup account using Windows Vista?
How do I setup my DSL account using Windows XP?
How do I setup my DSL account using Windows Vista?
How do I setup my DSL account using a Mac?

Electronic mail
How do I access my mail (using POP3)?
How do I setup Outlook Express?
What can be done to reduce spam?
How do I setup my SPAM Filters?
What is Whitelisting or Safe-Email, how can I get it, and how do I set it up?
Can I blacklist email addresses?
Does the Spam Filter order matter?
Can I edit or copy my Spam Filters incase I delete a filter?
How do I know when a new filter is added to the system?
Do you offer dialup services?
Do you offer a webmail service?
Why can't I send or receive email?
I can receive but I can't send email?
Troubleshooting Outlook Express Error 0x800CCC0D or 0x800CCC0E

Wireless Support
Why should I use a UPS (Battery backup) with my Wireless Internet Connection?
Where do I get support for my own wireless router?
How far will my wireless router reach inside my home?
How often should I have to reboot my wireless router?
How often should I have to reboot my wireless radio on my roof?
What items can cause interference with my wireless network?

Passwords
How can I make a good (strong) password?
How can I change my password?
How often should I change my password?

Domain name registration
What domain name(s) should I register for my site?

Website authoring
Where can I find a guide to website creation?
What is the best authoring tool for my site?
Does the server support MS Front Page extensions?
How do I add favicons?
Can you build and manage a website on our behalf?
What's wrong with my computer, it's going so slow?
What's a good site for Spanish-speaking webmasters?

Website uploading
How do I upload my web site?
Can I upload using Dreamweaver?
How much webspace do I have for my site(s)?
What about backups?

Website content
Are there any restrictions on what I can publish?
What is my homepage URL?

Logging on to the server
How do I log on to the server?

Web scripting and interaction with users
What operating system does the server run?
How do I get CGI scripts to work?
How do I get PHP3 scripts to work?
Are Server Side Includes (SSI) enabled?
Why can't I successfully log into MySQL?
Can I run PhpMyAdmin to access my database through a web browser?
How do I include FormMail on my site?
What's my full directory root path on the server?
Why don't the changes I make to Javascript files take immediate effect?
How do I get my ASP.NET pages to work?
How can I password-protect a directory on my site?
Why is security important for my PHP and/or CGI scripts?

Performance and web-site analysis
How busy is the server? Can I watch its traffic?
What bandwidth do you offer? Are there any bandwidth restrictions on my sites(s)?
How busy is my site? Where are my weekly site stats?
How can I improve my hit counts? How can I best promote my site(s)?
Do you offer search-engine consultancy services?

E-Commerce
How can my site take credit card payments?

Accounts & Billing
What are my payment options for my ReliaNET bill?
 How can I pay with my checking account without having to mail a check?
Can I pay with a Credit Card automatically?
Can I pay my bill more than one month in advance?
Can I make payment arrangements for an overdue balance?
If I am due a refund on my account when will I receive it?
How can I check how much usage I have on my account?
Will ReliaNET sell or distribute my personal information?
How do I cancel my account with ReliaNET?


How do I setup my dialup account using Windows XP?
Follow this simple steps to Setup a dialup connection using Windows XP

Creating a Connection Icon
Click on the Start button, and then click on the "Control Panel" icon.
Click the link labeled "Network and Internet Connections" (or Internet Options on some PCs).
Click on the link labeled "Set up or change your Internet connection." The "Internet Properties" window should appear, click on the "Connections" tab.
Click the button labeled "Setup..." This starts the connection wizard that steps you through the process of creating your connection icon.
Click the "Next" button to continue. In the next screen, select "Connect to the Internet", which should be the default choice.
Then click "Next". In the next screen, select the second option - "Set up my connection manually".
Click "Next." In the next screen, select the first choice - "Connect using a dial-up modem".
Click "Next." In this screen, type in 'ReliaNET' for this connection.
Click next when you are ready.
Now enter the local phone number that is closest to your city, which would be a local call for you. Here is a list of ReliaNET numbers for Utah (to see all the numbers click here). You want to use one which is a local phone call for you. Beginning June 1, 2008, you will need to include area code when dialing, all 10 digits will be required (it does not matter if you use dashes or not).

Phone Numbers:
Ogden Area : 801-409-9000
Salt Lake Area : 801-383-9000
Park City: 435-214-4055
Provo Area : 801-705-9000
Brigham Area: 435-538-6000
Logan: 435-213-4055
St. George: 435-215-4055
All others

In the next screen, enter your ReliaNET username and password (lowercase, no spaces), then click "Next."
In the final Wizard screen it offers to place a shortcut for this connection on your desktop.

To complete the process, click the "Finish" button.

You may now close the control panel window. The connection you have just created is available in several ways. If you opted to create a shortcut on the desktop (see above), then you will have an icon on your desktop that you can double-click on to connect. In any case, you can connect by opening your Start menu, hovering over "Connect To", and clicking on the connection you just created.

The connection is now ready to try. Click the "Dial" button to begin the connection process. If your modem's sound is turned on you should hear a dialing sound, then a screech as the two modems converse. After a few seconds you should get a box telling you that you are connected to the Internet. At this point you can run any Internet programs such as Microsoft's Internet Explorer, Mozilla Firefox, Outlook Express, or any other program you choose. When you have finished your session, click on the Disconnect button to hang up the phone and free the remote modem. You can find this button by clicking on the icon in your system tray that represents your connection, or by using one of the methods outlined above for accessing your connection (or by simply closing your browser).

For help with connection problems, contact ReliaNET Support. Most connection difficulties are caused by a problem with the user's account (username and password), so if you have a problem connecting, check these entries first.

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How do I setup my dialup account using Windows Vista?
1. Click on the Microsoft logo at the bottom left hand corner of the screen
2. Click on “Control Panel”
3. Click on “Network and Internet”
4. Under Network and Sharing Center click on “Connect to a network”
5. Near the bottom of the window click on “Set up a connection or network”
6. Click on “Set up a dial-up connection”
7. Now enter the local phone number that is closest to your city, which would be a local call for you. Here is a list of ReliaNET numbers for Utah (to see all the numbers click here). You want to use one which is a local phone call for you. Beginning June 1, 2008, you will need to include area code when dialing, all 10 digits will be required (it does not matter if you use dashes or not).

Phone Numbers:
Ogden Area : 801-409-9000
Salt Lake Area : 801-383-9000
Park City: 435-214-4055
Provo Area : 801-705-9000
Brigham Area: 435-538-6000
Logan: 435-213-4055
St. George: 435-215-4055
All others


· If you have Call Waiting, you should enter "*70," before the number, so that the number looks like this: *70, xxx-xxxx
· Also, if you have Voice Mail and your service beeps to indicate new messages whenever you pick up the phone, you should remove or listen to your new message before attempting to dial your modem. Otherwise the beeps will confuse the modem, which needs a clean dial tone in order to connect properly.
8. Enter in your ReliaNET Dial-up username and password (lowercase, no spaces)
· Optional to check the box to remember the password
9. Type 'ReliaNET' for the Connection Name, We usually recommend 'ReliaNET Dialup'
· Optionally check the box to “Allow other people to use this connection”
To use this connection you should now have a “Connect To” option on the Microsoft logo at the bottom left hand corner of the screen, once you click on “Connect To” then click on the connection you just created, and you will connect to the Internet.

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How do I setup my DSL account using Windows XP?
A complete step-by-step CD walks you through the set-up and configuration of your DSL modem and service. The kit includes all necessary cables and phone filters. Our technicians are available by phone to answer any questions you may have. You also have the option to have a technician install your modem for you for an additional fee. Your DSL modem (router) comes with very detailed instructions for setup including color coded cables and diagrams of exactly how to plug it all in. You basically plug the supplied phone cord into the 'Line' jack on the DSL router and the other end into your phone jack on the wall that corresponds with the phone line that you added DSL service to. You then plug one end of the the yellow ethernet cable into the ethernet port on the back of your PC, and the other end into the ethernet port on the back of the DSL router (yellow colored port). Plug in the power supply and open up Internet Explorer and go to http://192.168.0.1 and setup your router with your username and password (the same one assigned to you when you opened up your account with us). You then make sure it's setup to use PPPoA and then save your settings and it should establish a connection within a minute or two. You should see a solid green light on the router that corresponds to the DSL and Internet lights. You are then able to surf the Internet on your DSL service. Note: some routers have different led lights.

If it does not connect make sure you have it connected to the right phone line and make sure your DSL service is active (sometimes new DSL orders may not be entered into the system by Qwest until 5 p.m. on the due date).

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How do I setup my DSL account using Windows Vista?
DSL setup for Vista is the same as for XP, see above.

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How do I setup my DSL account using a Mac?
DSL setup for a Mac is the same as for XP, see above.

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How do I access my mail using POP3?
The POP3 server is at 'mail.relia.net' (on port 110 as is normal.) Use the same username and password that you chose at signup. To collect and send mail off the server, go to your e-mail client "Options" menu and enter "mail.relia.net" for both sending and receiving mail. To send email via the server, you will need to be connected (if you are on dialup).

If you have more than one email address box (not an "alias") and have asked for them to be sent to separate email boxes, each one will have the same server but a different username and password. If you have more than one email address that is an "alias" meaning both email addresses go to the same place, no additional configuration is necessary.

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How do I setup Outlook Express?

The Internet Connection Wizard makes short work of setting up your email box by walking you through each step for every e-mail account you set up.

Before you get started, make sure you know your email address along with the following information.

- The type of e-mail server you use: POP3
- The name of the incoming and outgoing e-mail server: mail.relia.net
- Your account name and password
- You are not required to use Secure Password Authentication (SPA) to access your e-mail account.


1. Start Outlook Express, and on the Tools menu, click Accounts. If the Internet Connection Wizard starts up automatically, skip ahead to step 4.

2. Click Add, and then click Mail to open the Internet Connection Wizard.

3. On the 'Your Name' page of the wizard, type your name as you want it to appear to everyone who gets e-mail from you, and then click Next.
Most people use their full name, but you can use any name, even a nickname that people will recognize.

4. On the Internet Explorer Address page, type your e-mail address, and then click Next.

5. On the E-mail Server Names page, fill in the first block of information from step 1, and then click Next.

6. On the Internet Mail Logon page, type your account name and password.

Internet Connection Wizard's Internet Mail Logon

Note: If you're concerned about someone else logging into your e-mail, click to clear the check in the Remember Password box. You'll then be prompted for the password each time you send or retrieve mail.

7. Click Next, and then click Finish.

You're ready to send your first e-mail!

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I'm getting a lot of spam. Can anything be done to reduce it? Will I lose any messages?
We use SpamAssassin and the following blocking lists:

They operate under varying policies. When combined, the lists should (hopefully) cover most open relays, proxies and known spam sources. You do have access to modify your own spam settings. This must be done through webmail at https://email.relia.net under Options/Spam Filters. If you adjust your settings too low, you may filter legitimate emails, otherwise you shouldn't lose any messages. But in exceptional circumstances you may wish to request a manual override.

How do I setup my SPAM Filters?
Spam filters are easy to setup using our standard filter templates. You can add spam filters in 5 easy clicks. ReliaNET Spam Filters must be setup using ReliaNET WebMail service at https://email.relia.net. Once you log in using your username and password you will click on the 'Options' link and choose 'Spam Filters'. Then click on 'Add Standard' and choose any/all filters that you would like to apply. Once you get the feel for how the filters work, you can edit them or make your own customized filters. To make a customized filter simply click on 'Customize' and create a new filter. Give your new filter a name such as "Junk" and then click 'Add Filter'. You may then configure the details of your new 'Junk' Filter like filter all emails with the subject of Viagra, you would choose 'Subject Header' in the first drop down window and then click on 'Add Additional Test' and type 'Viagra' along with each other individual item you would like to filter on (or Test for). Once you're finished adding your criteria, choose 'Next' and then decide what you would like to do with the emails that match your criteria. As with all filters, make sure you have given enough thought about how you have setup your filters otherwise you may be filtering more information that you wanted. So be careful, and try some experimentation until you have just the right settings. You can make your filters as strong as you want. If you know how to edit these filters manually, then you can click on expert mode and make precise changes to your filters **Caution: We do not recommend making changes in expert mode unless you really know what you are doing. One character change can cause your E-Mail to not receive anything, and this is unrecoverable.

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What is Whitelisting and how do I set it up?
Whitelisting is a method of blocking ALL emails coming into your email box 'Except' for the email addresses that you have specifically allowed in a list. This forces E-Mails from specific people to be delivered and BLOCKS everything else. People typically use Whitelisting when they want to block all E-Mails to children's accounts except for those people who are in the approved "white list". You can specifically allow email to be received from individual email addresses or entire domains. You can setup a Whitelist using these simple instructions.

You can set up a whitelist in the following fashion. First, create a filter to accept messages from specific users :

  1. Enter the filter manager by logging in to webmail and clicking on "Options", then "SPAM Filters".
  2. In the Filter Manager, click on "Customize".
  3. Name your filter "Whitelist" and Click on "Add Filter".
  4. Add people you wish to accept E-Mail from by choosing "From" in the drop down list, and clicking on "Add Additional Test".
  5. Type their E-Mail address in the "Test For :" box.
  6. If you wish to add more, you can do so by repeating steps 4 and 5.
  7. Click on "<< Next >>".
  8. In the new drop down, choose "Accept" and then click "Add Action".
  9. In the drop down, choose "Do Not Process Other Filter Rules" and then click "Add Action".
  10. Click on "Save".
Then, we need to create a filter that blocks all other incoming E-Mail. This is done by :
  1. Click on "Customize".
  2. Name the filter "Delete Everything", and click on "Add Filter".
  3. Choose "From" from the Drop Down, and click on "Add Additional Test".
  4. Put an at symbol (@) in the "Test For:" box.
  5. Click on "<< Next >>".
  6. Choose "Reject" in the next drop down, and click "Save".
This creates the filter that blocks EVERYTHING. Now, we have one more task to ensure we can receive E-Mail from specific users :
  1. Click on "View Filters".
  2. If the "Delete Everything" filter appears in the list BEFORE the "WhiteList" filter, click on "Up" on the "WhiteList" filter, until it shows up before the "Delete Everything" filter.
The last step is vital. The filter processing is described below, and if you get them in the wrong order, you may not receive e-mail from anyone.


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Can I blacklist email addresses?

Yes. In fact, it is strikingly similar to whitelisting (defined above). Instead of accepting on listed e-mails, you will reject. Other e-mails that do not match will then be filtered using the rest of the filter file.

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Does the Spam Filter order matter?

Yes, it may make a difference. The SPAM filters are handled in order. In other words, if you have three filters, one for SPAM deletion, one for accepting e-mail from a specific person, and one for rejecting Pornography, the message first gets tested by the SPAM deletion. It then gets tested by the e-mail test, and then the Pornography test. The first filter in the list that matches will be handled. It the filter chooses not to handle the message (it doesn't "Accept", "Reject" or put it in a different folder), the message will be passed to the next filter. This order is extremely important, as it can alter how your e-mail box receives e-mail. The first in the list is run first, and so on. This could mean that under the example order of filters above you may receive a pornographic email if it's sent from someone on your list of email' that you accept email from.

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Can I edit or copy my Spam Filters incase I delete a filter?

Yes. Click on "Expert Mode". This page will have the contents of the filter file. You can highlight the contents, and then right-click on the highlighted text and click "Copy". Open up Notepad, and click on "Edit" and then "Paste". You can proceed to save the file anywhere on your computer you want. To move it back, highlight everything in the text file, and click on "Edit" and then "Copy". In the filter manager's "Expert Mode", clear out everything from the file, and then right-click and choose "Paste". Then click "Save". Be careful NOT to modify the contents of that file in any way. **Caution: We do not recommend making changes in expert mode unless you really know what you are doing. One character change can cause your E-Mail to not receive anything, and this is unrecoverable.

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How do I know when a new filter is added to the system?

On the webmail login, you will see a few bullet items. These are the most important and recent changes made to the system. We will post any new items on that page.

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Do you offer dialup services?
Yes, we do offer dialup services in all 50 states, as well as DSL High speed Internet in several Western States.

The service is a standard PPP connection and works with all modems and ISDN.

 

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Do you offer a webmail service?
Yes. Go to https://email.relia.net/. Enter your username and password. You can now access your e-mail from anywhere in the world via a browser-based interface.

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Why can't I send or receive email?
You may have surpassed your Email storage space amount, please call for temporary increase, and then purge your old emails that you no longer need, including your sent items and deleted items. Alternatively, use an email program like Outlook or Outlook Express to download your mail off the server, and your mailbox will never overflow.

Make sure someone didn't send you a very large file or attachment, or that your account is not on hold.

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I can receive but I can't send email?
Are you trying to send email through our mail servers (mail.relia.net) but connected through a different ISP like Comcast or Qwest, or are you connecting into our service outside of the 801 area code? If so, you are not directly connected to our mail server from within our local network, please read the following?

If you are accessing our mail servers (POP3) from outside our 801 network or from a different provider, you'll need to setup your email client to "Use Authentication" when sending email which will then allow you to send email through our mail servers even though you are connecting through a different provider , provided you are one of our customers. i.e. in Outlook Express, click Tools/Accounts/Mail/Properties/Server/ and check "My server requires authentication"

We have anti-Spam and anti-relaying filters on our mail servers that only allow customers who are either directly connected to our Utah network, dialed into our Utah numbers, or who authenticate with the mail servers as described above to send email from our mail servers. This keeps spammer's and bulk e-mailers from abusing the mail servers.

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Troubleshooting Outlook Express Error 0x800CCC0D or 0x800CCC0E
If you get one of the following error messages;

  • The connection to the server has failed. Account: 'mail.relia.net', Server: 'mail.relia.net', Protocol: POP3, Port: 110, Secure(SSL): No, Socket Error: 10061, Error Number: 0x800CCC0E
  • The host 'mail.relia.net' could not be found. Please verify that you have entered server name correctly. Account:'yourname', Server 'mail.relia.net; protocol: POP3, Port:110'Secure(SSL):No, Socket Error:11001, Error Number 0x800CCC0D.
If you have not changed anything since the last time you checked / sent mail, do not adjust your settings simply close Outlook Express, reopen it and try again later.
If this has not resolved your problem you need to check your Outlook Express settings, making sure that the POP3 and SMTP servers are correct, and that your username and password are correct.

Then test your connection by following this procedure.
  • Click the Start button then RUN type in cmd on (Windows NT/2000/XP) or Command (Windows 95/98/ME). This will open a new command prompt window, with white text on a black screen.
  • Type in the following exactly as it appears. You will not see what you are entering so take it slowly, and if you make a mistake, start again.
    telnet mail.relia.net 110     and then click the Enter key on your keyboard. You will then be connected to the email server.
  • Type in USER followed by your email address e.g. USER joe_blog and then click the Enter key. You will then get a message +OK Password required.
  • Type in PASS followed by your password e.g. pass joeblog0370 and click the Enter key. If it is correct, you will get an OK logged in. message. Then type 'quit' to log back out.
  • If you can do this, you have successfully connected to the ReliaNET Mail server AND verified your username and password is working correctly, which means the problem lies somewhere with Outlook Express.
If you can't get in this way either, it could be that your password has somehow become corrupted. Try changing it in Customer Care. Try again.
If this does not resolve your problem check to see if you are running anti virus software or firewall's? If so disable them and try again. If the problem has vanished, configuration of these products could be the problem, particularly if they are set to automatically scan incoming and outgoing email.
NOTE: Windows XP has a firewall built into the operating system which you can disable by selecting there too and try again.


If this does not resolve the problem in windows XP try resetting the TCP/IP stack, by:
  • Clicking on Start then Run then type in cmd
  • On the screen which opens, type in netsh int ip reset c:\resetlog.txt
If you're still having problems, it could be that Outlook Express is itself corrupt. Microsoft's Instructions on how to delete it and reinstall it, along with making a backup of your address books etc, are located here for Windows 95, 98, and ME and here for Windows 2000.

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Why should I use a UPS (Battery backup) with my Wireless Internet Connection?
Most small consumer electronic products (including all of our wireless CPE products or "radios"), operate from unregulated power supplies or “power bricks.” These power supplies only use small amounts of power between 9 and 24 volts (some up to 48 volts) and have a very low tolerance for anything less than what they are rated for. Sometimes during power brown-outs, the power supplies will produce lower-than-nominal output voltages (which would be the equivalent to connecting the wrong power supply or “brick” to the wireless radio). When supply voltage drops below a minimum threshold, it’s often going to cause poor performance, erratic operation, or possibly damage to the system causing your radio to fail. An uninterruptible Power Supply or "UPS" will prevent this from happening, it will also protect your equipment from power spikes and surges. We not only recommend a UPS for any radio equipment, but it's a good idea for your computers as well.

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Where do I get support for my own wireless router?
We don't provide Free phone support for routers, but most of the manufacturers do, here's a list of support numbers:

3com – www.3com.com – 1-800-876-3266 (may need contract)
Ativa - www.ativasupport.com - 1-866-912-8482
Belkin – www.belkin.com 1-800-2BELKIN x2263
Cisco – www.cisco.com 1-800-553-6387
Dlink – www.dlink.com 1-800-326-1688
Linksys – www.linksys.com 1-800-326-7114
Motorola – www.motorola.com 1-877-466-8646 7-11 CST
Netgear – www.netgear.com 1-888-NETGEAR (1-888-638-4327 )
Netopia – www.netopia.com 1-510-597-5400, ext. 1 (now Motorola)
Trendnet - www.trendnet.com 1-866-845-3673
SMC – www.smc.com 1-800-SMC4YOU (1-800-762-4968)
Zonet – www.zonetusa.com 1-888-883-8880 (option 3)

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How far will my wireless router reach inside my home?
The physical location of the wireless router along with the building materials inside your house and walls will determine the range of your wireless signal. A standard 802.11b/g wireless router will have a range of about 300' if there are no obstructions (i.e. outside). Wood frame/plaster/drywall will have minimal impact on decreasing your range. Foil-backed drywall on metal studs are difficult for wireless signals to travel through, and steel reinforced concrete or brick is nearly as bad. Keep it higher, and away from other wiring and large metal objects (like system boxes). Try and keep other 2.4ghz devices , like cordless phones, baby monitors, and any wireless devices as far away from each other as possible, especially that are on the same channel. Make sure you always have the latest firmware for your router. In most cases, you don't want to make your signal too strong so that all your neighbors receive it as well. On a security note: keep in mind that others may have higher gain antennas looking for open wireless access points, so always make sure you have security enabled on your wireless routers.

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How often should I have to reboot my wireless router?
This is an interesting question. We have users that only have to reboot their router (or radio for that matter) rarely, like once or twice a year. We have other users that say they have to reboot their router every couple of days. Some customers experience more frequent reboots with different brands of routers. Sometimes frequent reboots may be caused by a faulty device. We like to think that if you have to reboot frequently that there may be an underlying problem either with the hardware or the configuration of the user's network. There are many causes to a router locking up, or hanging.

Steps to Troubleshoot

  • Verify cable connectivity.

  • Verify the router LED status. If all LED's are off, it is most likely an issue with the power supply of the router.

  • Disconnect all other PC's from the router and see if the router responds differently. Many times the router assumes it is doing something too important to service other requests.

  • Verify the router is running the latest firmware by logging into the router and then comparing it's firmware to the latest firmware on the manufactures website. WARNING: updating the firmware will cause the router to lose all it's settings, you must make a note of the IP address information in order to restore the settings after you've upgraded the router. You will need your IP address, Subnet mask, Gateway IP address and DNS IP addresses.

  • You can try resetting the router back to factory defaults, and then re-configuring the router. WARNING: updating the firmware will cause the router to lose all it's settings, you must make a note of the IP address information in order to restore the settings after you've upgraded the router. You will need your IP address, Subnet mask, Gateway IP address and DNS IP addresses.

Possible Causes

  • Routing issue – Changes in your network topology or in the configuration of some other routers nearby could have affected the routing tables. Occasionally memory issues can cause routing table errors.

  • High CPU Utilization – If the CPU is above 95%, the performance of the router can be affected, and packets can be delayed or dropped.

  • Interface (Port) down – One of the router interfaces can be down. There are multiple events that could cause this, which can range from a wrong configuration command to a hardware failure of the interface or the cable.

  • Wedged interfaces – This is a particular case of buffer leaks that causes the input queue of an interface to fill up to the point where it can no longer accept packets. Reload the router. This frees that input queue, and restores traffic until the queue is full again. This can take anywhere from a few seconds to a few weeks, based on the severity of the leak.

Getting Information About a Crash

When the router crashes, it is extremely important to gather as much information as possible about the crash before you power-cycle the router. If you can forward that information to Support including the time, events, etc. that will help us trouble-shoot it.

 

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How often should I have to reboot my wireless radio on my roof?
You should only need to reboot your radio if rebooting your router did not restore the connection. The radio's do not usually need frequent reboots. If you are rebooting your radio frequently, please contact Technical Support in order to trouble-shoot the problem, it may be relating to something else.

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What items can cause interference with my wireless network?
Here is a checklist of possible interference sources that could cause problems with a wireless network:
(either 2.4 Ghz or 5.8 Ghz)

o Microwave oven
o Wireless video or security cameras (like X10).
o Wireless Headphones (900Mhz and 2.4Ghz)
o Bluetooth devices (mouse, phone, PDA, headset, cell phone, etc.)
o Portable wireless TV camera used at sports events.
o Spread spectrum Frequency hopping cordless phones (e.g., Panasonic Gigarange)
o Wi-Fi (IEEE 802.11b/g) wireless keyboard, PDA, and/or cell phone.
o 2.4 GHz wireless game pads and/or controllers.
o RF Excited Lighting (e.g., Fusion Lighting).
o Wireless baby monitor.
o 2.4 GHz ham radio operation.
o Other Wireless Internet Service Providers which may be using non-Wi-Fi type of modulation (e.g., WiMAX).
o Breezecom/Alvarion/Symbol/Raylink spread spectrum frequency hopping networks.
o Western Multiplex or Proxim non-Wi-Fi wireless links (e.g., Lynx).
o HomeRF spread spectrum frequency hopping network.
o ZigBee IEEE 802.15.4 sensor wireless network.
o Microwave fruit drying oven, plastic mold pre heater.
o High power Wi-Fi amplifiers add noise into the environment (RF "garbage").

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How can I make a good (strong) password?

A good (or strong) password is one that contains letters (both upper and lower case) and numbers, and is at least 8 characters long. A strong password is one that is extremely difficult for anyone to guess or crack.
Here are two sites where you can generate strong/secure passwords:

http://www.goodpassword.com
http://www.pctools.com/guides/password

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How can I change my password?

You can change your password anytime by logging into CustomerCare and clicking on "Change Password." This will change your main account password. If you would like to change passwords for any other email boxes, you will need to click on "View Emails" first and then "Change Password" for the corresponding email box. NOTE: If you have any type of broadband that uses PPPoE or PPPoA, you will need to update your password in your router when you change the main account password as well (all DSL users, and some wireless users). Otherwise your router will not be able to connect until it's updated.

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How often should I change my password?

You should change passwords at least once or twice a year. ReliaNET does not require that you change your password ever, but for good security reasons, it's recommended to do so just in case someone gains access to it without your knowledge. Passwords should always be kept private and secure.

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Where can I find a guide to website creation?
For information on beginner's guides, web design and development tips, and online HTML tutorials, visit the excellent Google Directory. Or explore the web developer's resources at webmonkey.com.

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What is the best authoring tool to use for my website?
If you don't want to hand-code your web pages in HTML using Notepad, then we recommend Macromedia Dreamweaver MX, or NVU. Another option is to use Microsoft FrontPage, but we don't recommend it. Even though we do support frontpage extensions for Business accounts, we don't for individual users. If you use Frontpage without the extensions than that will work fine.

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Does the server support MS Front Page extensions?
 Yes, only for Business customers with domain names.

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How do I add favicons?
 You just need to put a "favicon.ico" file in the root directory of your website. It's a Windows icon file. An online converter at www.htmlkit.com/services/favicon/ can convert from many other image types and sizes.

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Can you build and manage a website on our behalf?
Yes, We can. Whether you're after simple html pages or an innovative, high-specification web site using the very latest technologies, contact us for a free consultation and a price quote.

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What's wrong with my computer, it's going so slow?
Your computer is probably riddled with spyware, malware, Trojans, rogue dialers and the like. It is important to have up-to-date anti-virus software, a firewall, and anti-spyware etc. software installed on your computer. Avast and AVG are both excellent free anti-virus programs. Two good free anti-spyware etc programs are Ad-Aware and Spybot. ZoneAlarm is a great software firewall program that can be downloaded from ZoneLabs. They can all also be downloaded from Download.com.

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Can you recommend a site for Spanish-speaking webmasters?
Perhaps try WebEstilo. Other useful sites are Cómo construir un sitio Web and Construya un Sitio Web Website.

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What domain name(s) should I register for my site?
Ideally, your domain name should be short, memorable, and authoritative. Domain names can generally be between 2 and 67 characters long (including the extension), and contain the characters a-z, 0-9 and '-' (hyphen). Domain names cannot start or end with '-' (hyphen). Domain names are not case sensitive and should generally be displayed in all lowercase. You can now also register multi-lingual domain names. If you are based in the US, then it probably best to register the .com and perhaps also the .org, .net, .info. We can set up your domains as separate hosts, or alternatively, they can point to the same address. You may also wish to register any likely misspellings of your domain, hyphenated and un-hyphenated versions where appropriate, and any particular goods, products or services with which your company is associated. You can check domain name availability by going to the whois lookup. Sometimes, if a domain is taken, it may be available on the secondary market, but prices are typically expensive. To register a domain, you can simply fill out our Domain Name Registration Form, we will need payment for the domain name before it can be registered. Details and pricing can be found on our Domain Services Page. When you own a domain, it is also possible to set up an unlimited number of extra sub-domains i.e. subdomain.mydomain.com.

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How do I upload my web site?
 We recommend that you first download CuteFTP (or Filezilla). When you have installed the program, open it, then click on "file", then "site manager", then "new". Choose any label you like for your site. In the FTP host address field, type "mydomain.com" using your domain name if you have a custom domain, or 'relia.net' for personal sites . Then type the FTP username and password we have allocated you: a username and password ensures that only you can upload or modify files on your site. In the default local directory field, type the folder address on your local computer with your website [e.g. "C:\mywebsite"]. You can ignore the other fields. Then click "connect". The left-hand panel in CuteFTP represents your web site on your local computer; the right-hand panel represents your site on the Internet. You should try to keep them identically matched.

When you connect via CuteFTP, you will see two yellow folders on the right hand panel. Ignore the folder called "www.yoursite.com-logs"; this contains your raw log files. Instead, double click to open the folder called "www.yoursite.com". To upload your site, simply select and then drag-and-drop your files from the left-hand panel to the right-hand panel in CuteFTP. Do not upload files to anywhere outside your "www.yoursite.com" folder; they won't work.

It is a good idea to use exclusively lower-case file names. It's also best to name your main web page "index.html"; delete the index.html holding page already there. The server is configured to default to the index.html file if web users simply type in your domain in their browser address bar without specifying a particular file name.

If you don't connect first time, hit the "Reconnect" button in CuteFTP.

If you publish your pages and the changes don't seem to show up, then your browser is probably showing you an old page that it has cached on your local hard drive. To force the browser to reload the current page from the server, hold down the SHIFT key while you click on the Reload button (Netscape or Firefox) or Refresh button (MS Internet Explorer). Or, hold down the CTRL key while you click on the Refresh button (Normally just at the left of the address bar and Home Icon).

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Can I upload files to my site using Macromedia Dreamweaver?
 Yes. The software includes its own FTP client. Even though Dreamweaver lacks the advanced functions of some dedicated software like the highly recommended CuteFTP (see above), Dreamweaver can manage most sites and needs of most users. To set up a site in Dreamweaver and connect via FTP follow these instructions:

In Dreamweaver’s "Files" window, click ‘Site’ and from the pop-up menu select ‘New Site’. Give it a name and click 'Next'. Now choose whether or not to use a server technology (e.g. PHP). If you are unsure, select 'No' for now. This can be changed later. Click 'Next'.

Now you should select ‘Edit local copies on my machine then upload to server when ready (recommended)'. Select a folder on your machine to act as your local development folder. Click 'Next'.

From the server connection options drop down menu, select ‘FTP’. The questions below it will then change. Enter your ‘hostname’ in the form www.yoursite.com or relia.net [etc]. Next enter the folder you want your files stored under - e.g. www.yoursite.com for the top of the site, or www.yoursite.com/myfolder to put everything in the folder ‘myfolder’ and below (assuming this already exists). Finally enter your username and password.

Now click the "Test Connection" button. Dreamweaver will then attempt to connect to the server to verify that it is able to upload using these details. If it does so, then you are ready. Most single users will probably want to answer ‘No’ to the "Checking In/Out" question.

To upload a file, right-click it in the local view in the Files window and select 'Put'. You should now be able to locate it with your browser by going to, for example, www.yoursite.com/file.htm. Select 'Remote view' to see the files and folders in your site.

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How much webspace do I have for my site(s)?
 ReliaNET offers 20MB disk space or more per website depending on your account type. Most websites do not exceed 10Mb. We do not impose absolute disk space size restrictions, but may charge extra for additional storage space. Clients who may require more than 20MB are requested to notify us first.

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What about backups?
 We do backup our servers regularly, however, you are encouraged to always keep a backup copy on your local computer. We are not responsible for data loss due to unforeseeable circumstances.

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How do I log on to the server?
 If you have a login account (you'll need to specifically request one - an FTP account is the default) then you can use SSH to log in to the server. Telnet access is disabled since the ssh alternative encrypts all traffic over the internet and is available for all common platforms. Most recent unix and unix-like implementations (including Linux, Mac OS X, Solaris and Cygwin) include a command line ssh client as standard. Ssh clients are also available for Windows and older versions of MacOS. Alternatively there's a Java applet implementation of ssh at http://delysid.bltc.net/ssh/ that you can use to save having to install any software. All you need is a Java-capable browser so you can even log in securely from an internet café!

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Are there any restrictions on what I can publish?
 ReliaNET Customers must adhere to our AUP. We are constrained to operate within the laws of the land. If instructed by court order, we will remove any content judged unlawful. Moreover, potential clients intending to set up their own warez, illicit mp3 download, etc., sites are requested to look elsewhere.

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What is my homepage URL?
 Personal Accounts are usually found at: www.relia.net/~yourusername

Virtual Servers are found at: www.yourcompanyname.com

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What operating system does the server run?
ReliaNET maintains several web servers, mail servers, and DNS servers, etc. We currently run servers on Solaris, Ubuntu, Red Hat, BSD, Windows Server, and others.

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How do I get CGI scripts to work?
Our web server - Apache - is configured to recognize script and program files in 'cgi-bin' directories - with the extension either ".cgi" or ".pl".

Your CGI files must have execute and read permission set for "other" users in order to work. Otherwise you'll get the "You don't have permission..." or "Premature end of script headers..." error messages. To set execute and read permission you can use a good FTP program - see the documentation for your chosen one. Or if you have "telnet" access to your site, send the file by FTP then login, find the file, and type something like:

chmod a+rx myscript.cgi

The file must also have UNIX-style line endings. Sometimes your DOS or Windows computer may change these, so if you're FTP-ing from a non-UNIX machine, it's best to use ASCII mode rather than binary. Naturally, we'd recommend that you also get a good programming text editor, like TextPad, so the problem won't arise.

Finally, if you want to use Perl for your CGI you need this "magic string" on the first line because Perl lives in different places on different computers. So if you have downloaded a freebie script from the internet, this is something you will have to change. 

#!/usr/bin/perl -w

You can run your script with a simple link to its URL, like this:
http://www.mydomain.com/myscript.cgi?extrainfo=likethis

or with a form, in which case your form has the "action" set to be the URL for the script, like this: 

<form action="http://www.mydomain.com/myscript.cgi">
<input name="extrainfo" value="likethis">
<input type="submit"  value="Submit Query" name="submit">
</form>

If you have problems getting your script to run, have a look at recent entries in your "error_log" file, since that's where the error streams from CGI scripts end up. Use a command like more to page through the file, or just use tail to see the last line. The file will have a name of the form:

/home/first initial of your username/username/mysite.com/logs

For more information on our web server and its capabilities, See the Apache RTFM pages for a very brief explanation, or see the User's Guide.

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How do I get PHP scripts to work?
Name files with the extension ".php" instead of ".html" or whatever. The file will be passed onto the PHP module in Apache. For PHP, you can put the files anywhere you'd put an HTML file, but use the suffix ".php". No special configuration needed.

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Are Server Side Includes (SSI) enabled?
 Yes. Give files the ".shtml" extension.

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I can see MySQL after logging into the shell successfully. Why can't I now log into MySQL?
 MySQL uses its own usercode/password system - it doesn't rely on the normal usercode/password unix system used by telnet/ssh. So if you'd like to use MySQL as well, first ask one of the sysadmins to set you up a MySQL account and a database (or databases). This account will have a username/password separate from the username/password you log in with. You need to specify the name(s) of the database(s) you want creating when requesting your MySQL account from the sysadmin. When connecting to the MySQL server from within your program use the hostname "localhost" if needed.

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Can I run PhpMyAdmin to access my database through a web browser?
 Yes. If you installed it on your site, something like: http://mysite.com/phpmyadmin/

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How do I include FormMail on my site?
 Instead of everyone using their own formmail scripts, you may use our's (or if you prefer you can install your own, however, it would be a lot easier to just use ours). Just add the path 'http://relia.net/cgi-bin/formmail.cgi' on your site. The path for sendmail is "/usr/lib/sendmail". Note that the FormMail CGI script has the potential to be abused by spammers. The way to avoid this happening is to hard-code the recipient address into the Perl script rather than using the "recipient" hidden input field in the HTML. Likewise, if you use ours, you will need to request us to add your email address AND domain name which will prevent anyone from sending forms out from your site.

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What's my full directory root path on the server?
 This varies by which server your site is located on, i.e. the majority of sites would be /home/first initial of username/username/mydomain.com, older sites may be at /www/mysite.com, and personal websites would be at /home/first initial of username/username/html/. Contact Technical support for your site specifics.

 

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Why don't the changes I make to web files always take immediate effect?
The files are probably being cached on your Computer. Some javascript files may be cached by our servers. Even if you don't set any proxy in your browser's preferences, some files can transparently be routed through a proxy.

HTML pages and CGI pages are usually the "top level" files referenced directly by the address bar in the browser. When you refresh the page in the browser, they will be fetched again from the site. The browser does this by sending a "Pragma: no-cache" header in the request to the web server which the intermediary web cache will notice and therefore contact the server again for an updated copy.

JavaScript and image files usually aren't directly referenced by the address bar in the browser - they're normally "second level" files that are fetched in separate requests only once the browser's parsed the top level HTML and discovered references to them. When you do a normal refresh on a page only the top level file is refreshed. To refresh all files, including second level ones, you should hold down the shift key when clicking on refresh.

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How do I get my ASP.NET pages to work?
 You need to have requested ASP for your site.

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How do I password-protect a directory on my site?
 You need to create a text file called ".htaccess" that lives in the directory you want protected. This should be a plain text file containing something like the following:

AuthType basic
AuthName "My protected directory"
AuthUserFile /your path/htpasswd

require valid-user

You then need to create the "htpasswd" file and put it in the place specified by the "AuthUserFile" line above. The "htpasswd" file is also a plain text file. It contains usernames and encrypted passwords like this:

user1:jh5eDfGIrScqI
user2:Ndn1lY6fqiRmQ
user3:0DW.R.K0WrgVI

To work out what to put in the file you can use an online tool such as http://www.4webhelp.net/us/password.php

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Why is security important for my PHP and/or CGI scripts?
 If you use any PHP or CGI scripts you should be very careful about security. Vulnerabilities in scripts allow malicious people to break into the server and run whatever code they want to. The main thing to watch for when writing scripts is that you validate all input that comes in over the internet as part of the request. If you're using a Perl CGI script then turning on taint checking with Perl's "-T" option is very helpful. Unfortunately, PHP doesn't have a taint mode which makes it much harder to detect such vulnerabilities.

Note that the same applies to third party scripts as well as scripts that you write yourself. One popular bulletin board system called phpBB is notorious for security holes and has needed constant upgrading. If you use this (or any other third party scripts) make sure you stay up to date with security fixes.

If we discover that an attacker has gained access via a script on your site we will have to shut it down until you can fix the problem.

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How busy are the servers? Can I watch their traffic?
Currently, No. Possibly in the future if many request it.

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What bandwidth do you offer? Are there any bandwidth restrictions on my sites(s)?
Our servers are directly connected to two fiber switches (OC3 and DS3). Beyond this physical constraint, we do not impose absolute bandwidth restrictions on your website(s), cap your bandwidth usage to prevent bursting, nor charge extra for unusually popular sites. However, we trust all our users to behave responsibly. Clients seeking to run e.g.live video streaming etc., from their website's are strongly encouraged to rent or purchase their own dedicated server for the purpose. If bandwidth usage consistently increases, you may be billed extra for the usage. You will be notified beforehand.

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How busy is my site? Where are my weekly stats?
You will have access to stats if you requested it. You will receive the link to access your stats once you request it.
You have full access to log files including referrer and browser fields via FTP and Webalizer graphical analysis of these logs via the web. Note your website is accessible both as http://yourdomain.com/ and http://www.yourdomain.com/

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How can I improve my hit counts? How can I best promote my site(s)?
Submit your site to Yahoo and the Open Directory Project. For guidance on designing search-engine-friendly pages, together with registration and submission tips, we recommend Webmaster World and Search Engine Watch, formerly A Webmaster's Guide to Search Engines.

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Do you offer search-engine consultancy services?
 The best long-term recipe for popular success is to provide lots of original content, not obsessive search-engine optimization. "Over-optimized" websites may even incur a negative penalty weighting in some search-engine ranking algorithms. However, ReliaNET does offer free consultation services and search-engine strategies for clients seeking to ensure their website(s) obtain maximum long-term exposure.

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How can my site take credit card payments?
 Smaller companies and website novices are probably best advised to outsource their credit card payment processing to a third party. In addition, commercial sites, whether large or small, may wish to consider the option of a Paypal button for the benefit of the large percentage of the world's population who do not use credit cards. If you are wanting to process credit cards through an online payment gateway, we can set your site up with everything you need from a Merchant Account, a shopping cart system, and SSL cert.

If and when you are ready to take credit card payments directly from your site, then you will need a secure server to collect credit card numbers encrypted over the Internet. The address under which your pages appear will be of the form https://www.yourdomainname.com. We will arrange to provide you with an SSL [Secure Socket Layer Web Server] certificate from an appropriate certifying authority.

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What are my payment options for my ReliaNET bill?
You have several easy payment options to choose from to pay your ReliaNET bill. You can pay online at https://customercare.relia.net, you can pay over the phone with either a check or credit card, you can mail in a payment to our office, or you can stop in our office and pay with cash or check (after hours you can use the convenient payment slot on the door). You can setup your account on Auto-pay so that your account is always current and you don't have to worry about checks, postage, late fees, etc. which is the preferred method to save you time and money and assure no interruptions to your ReliaNET service.

How can I pay without having to mail a check?
You have the option to pay with a Virtual Check (Please use this form and return it to ReliaNET), or by the preferred method of with a credit card anytime as outlined below, either a one time payment, or auto-pay payment where it happens each billing period automatically.

Can I pay with a Credit Card automatically?
Yes, you can make a credit card payment anytime through our customercare page, or you can set up your account to be charged to your credit card automatically each period for your convenience, just contact us to set it up quickly for you.

Can I pay my bill more than one month in advance?
Yes, you will see a credit appear on your statement online at https://customercare.relia.net.

Can I make payment arrangements for an overdue balance?
Yes, you can contact our office to make payment arrangements.

If I am due a refund on my account when will I receive it?
Usually, you should allow up to 30 days to receive a refund check.

How can I check how much usage I have on my account?
You can check usage anytime by logging into CustomerCare at https://customercare.relia.net

Will ReliaNET sell or distribute my personal information?
No, unlike most other ISP's including Qwest, Comcast, and MSN, ReliaNET will never sell, share, or distribute your personal information, for details, see our privacy policies for more information.

How do I cancel my account?
We hope you enjoy our products and services, however, in the event that you wish to cancel services, simply follow the instructions on our cancellation page before the 1st of the next billing period with a request to cancel service. This will provide a cancellation confirmation number. If you had service problems, please let us know so that we can correct them. Use of any other method to cancel an account may result in a delay to process your request and possibly cause you to incur additional charges. See further information here. All outstanding balances must be paid in full at the time of cancellation. All Wireless accounts are cancelled 30 days after notification.

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