Support

Fast Track Clients:

 

Cerebroweb Hosting:

 

KerygmaNet Media:

Frequently Asked Questions

Many of the questions you might have are answered here. Click on a question to go to the answer.

 

Email Specific Questions

 

Web Design Questions

What domains are available?

A. Any free domain with the extension of .com, .net. .org, .info, or .biz.

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How long before my domain name is accessible?

A: After we register your domain it takes about 12 to 24 hours hours for the data to trickle down to all the DNS servers. We will provide you with a link to use to access your site until that happens. There will be a place holder page on the site until site files are transferred. If you are transferring an existing domain, the time involved depends on a number of factors beyond our control.

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Can you transfer an existing domain to your server?

A: Yes, there is no additional cost, and we will work with you to minimize any disruptions.

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I suddenly lost access to my domain and email. What happened?

A: There are several possible reasons. Here are a few, from most likely to least probable:

  • A router is down somewhere in the internet pipeline. You can check this by running a route trace (tracert) to your domain. If a jump times out and there is no response beyond it, that is the router that is down. Try again in a few hours.
  • The server may be down for a short while for routine service or repairs. This usually happens late at night, on a weekend, about once every few months. Try again in an hour.
  • The internet connection to your computer is not working properly. Can you connect to any other web site?
  • Have you paid your domain registration or hosting fees?
  • Have you exceeded your allotted file space by uploading too many files, or by leaving a great deal of old email on the server? If you have uploaded files, access your control panel and use the file manager to delete any extra files. If we are administering your account we will have to do this for you. Make sure you delete read or downloaded email from the server, and check your email often, so a lot of messages don't pile up. Although we provide more disc space than any one is likely to use,the email server may choke if you have over 2,000 messages.
  • If you have a VERY popular web site, or have sent or received a VERY HIGH, as in HUGE, volume of email with a lot of large files attached, you may have exceeded your monthly transfer or bandwidth allotment. There is a $10 fee to increase your bandwidth for the rest of the month. Check your account control panel to see your disk space and bandwidth stats.
  • If the problem is not resolved within 24 hours, please contact us for further details.
 

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I lost my control panel access information. Can you send me the password again?

A: Yes, if you have NOT changed your password since we set up your account. Otherwise, We do not have access to the password stored on the system, and can only reset it and send you a new temporary password. You can send a request for a password reset from the Clients Page.  

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I am getting a lot of visitors to my web site, but no orders. What can I do?

A: You may be getting the wrong kind of visitors. Make sure the keywords in your meta tags and page titles are what buying customers will type into a search engine. Also, the web market is changing. Buyers are much more savvy, looking for a good deal. Make sure that you are marketing your product, not just presenting it. Contact us for consultation or referral to a marketing specialist.

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Email Specific Questions  

Can I access my email anywhere from a web browser?

A: Yes, just go to www.yourdomain.com/webmail. Be sure to use your domain name. In the log page, enter your account name (the part of your email address before the "@" sign), your domain name, and your email account password. Under our new hosting plans you will be able to select the display for your specific browser and language.. 

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Can I access my email using Outlook or another email client?

A: Yes, set up instructions or automatic configuration scripts can be found in the email management section of your control panel. If we are managing your account, just send us an email with your question and let us know what email program you are going to use. We will reply with step by step instructions for setting up your program. You can add your domain email without losing any other email account settings. 

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I forgot my password. Can you tell me what it is?

A: No, your account password is encrypted and we can not access it. You can change the password through your control panel, or if we are handling the administration we will do it for you. Password reset requests for accounts that we administer should come from the domain owner and require verification. If we are administering your account, a password reset or adding or deleting an email account is considered a minor update, and may incur a charge, based on the terms of your plan.

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How many email accounts can I have?

A: It depends on the terms of your hosting plan. Most Geminal Web Fast Track accounts may have up to 15 email addresses.Most CerebroWeb Standard hosting plans start with 75 email addresses and up to 2,500 can be added at no charge. If we are setting up your email accounts there is a fee if you exceed the updates allowance permitted by your site package.

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Does the server scan my email for viruses?

A: Not at this time, but we are working on that. You should always have a good anti virus program running on your computer, set to scan email as it is downloaded. Never open attachments of any kind that you were not expecting. Run a virus scan on your computer at least weekly just in case something got through. Contact us for our list of recommended anti-virus packages.

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Is spam filtering available for my email account?

A: Yes! At no extra cost we now offer spam filtering and blocking. Customers who administer their own accounts can easily add or remove blocked domains and email address. The filtering settings will be found in the email management section of your control panel. For sites that we administer for our clients, there may be a small fee to manage these services. Check the terms of your contract.

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Web Design Questions  

Can I create my own web pages and upload them to your hosting account?

A. Yes, you are free to do that with either our Fast Track or Standard hosting plans. You can use the file manager of your control panel to upload files, or transfer them with an ftp client. Ftp connection instructions are included in your welcome email. You can also use the easy site builder application in your Fast Track account to create your own web site, drawing on your choice of over 3,000 professional templates. A couple of site builder applications and a limited number of templates are include3d in our standard hosting accounts as well.

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I signed up for a Fast Track account, and decided I do not want to create my own web pages. Can you do the site design for me?

A. Yes, we will be glad to do that for you. Call us so we can discuss your needs and give you a quote for the different options that are available.

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Who owns the files and content of my web site?

A. You own the files and your web site whether you create it or we create it for you. Unlike many other companies, we will provide you with a data CD or DVD with all your web site content if we create it. If you should ever decide to host your site on another service, we will not keep your files and content from you. We believe you should have full access to your web site files and content.

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Can you create a web site for me even if I plan to use another hosting service?

A. Yes. We can either provide the finished files on a data CD, or upload them directly to your hosting account.

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Can I have an on line store front or shopping site with your hosting plans?

A. Yes, are plans are great for shopping sites. You can use the eCommerce tools in your control panel to create a full featured site, or we can do it for you. Some of the eCommerce tools require a small additional fee. You will also need to set up a compatible merchant account with an internet gateway to accept credit card payments from your web site.

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