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Frequently Asked Questions
Please review this list of questions and answers before submitting a problem report to Riverweb. We have tried to place the most common problem resolutions toward the top of the list in each category.
Browser Issues / Server Failure / Mail System
Encryption Security / Copyrights / Ratings
Web Browser Problems
- Q Why can’t I see updates on a web site?
- A Browser caching systems are designed to speed loading of pages you’ve been to before by storing a copy of the information on your computer. Unfortunately, sometimes the original page is different from the one in your cache, and Microsoft’s Internet Explorer (and other browsers based on it, such as AOL) will not properly replace the old data when it changes.
- Q What can I do about it?
- A Riverweb has added page expiration commands to all sites that have time-sensitive content. If you erase your local browser cache, this problem should not occur in the future.
- Q I tried that, and it didn’t work. What can I do next?
- A If you are not using the most recent version of your preferred browser, we suggest you upgrade. Some viewing problems are related to older technology. Also, we recommend Netscape Navigator or Communicator as your default browser (every browser-related problem we have experienced has been with a Microsoft browser).
- Q I can load the pages in my browser, but I receive a bunch of error messages about Javascript. Why?
- A We use Javascript to aid site navigation. Javascript was introduced with Netscape Navigator 2.0, and is supported in all Netscape browsers issued since then. Microsoft chose not to fully implement this feature until Internet Explorer 4.0. Again, the best suggestion we can offer is to upgrade your browser.
- Q What is TrueDoc, and why am I being asked to download an ActiveX control from Bitstream? (MSIE users only)
- A TrueDoc is a recent technology developed by Bitstream, an internationally-known font foundry, that allows web pages to be displayed using typefaces that may not be installed on your system. Microsoft had previously developed a similar feature that works exclusively in its browser, and chose not to support the Bitstream system natively. By downloading this control, your browser will be enabled for TruDoc font displays. This control must only be downloaded one time for all TruDoc-enabled sites you visit. The font resource file for a particular web site will be downloaded when you request the page, and stored in your local disk cache.
Web Server Problems
- Q I can’t get a response from the web site. What should I do?
- A Wait at least a minute, and then try again. Or, press your browser’s Stop button and then reload. If that doesn’t work, there may be a problem with the web server. Although we have monitoring systems in place to detect these problems, we encourage you to notify us when you have difficulties.
- Q I received the error message “Page exists, but user access is forbidden.” What does this mean?
- A This is a rare occurrence that means too many people have tried to request pages from the web server simultaneously. Please call us at once if you receive this message. We are working on a system patch to prevent this error, but are able to implement an immediate fix when it occurs.
- Q Why do the pages seem to load more slowly at some times than others?
- A There are numerous factors that can affect web page delivery time, but the most common culprit is heavy Internet traffic. However, if you notice that yours is the only site you are trying to view that seems to be experiencing this problem, feel free to contact us.
- Q I just posted an update to my web site, but can not see it. What’s wrong?
- A Please review the browser section above for more information on caching problems.
- Q Some of the GText graphics on my web site don’t look right. Can you fix that?
- A There are a few specific issues affecting the graphical text module that cause incorrect typefaces, colors and sizes to be rendered and then cached. If this occurs to GText we have placed on your site, contact us and we will correct or replace it. If you are designing your own site, you can add the “nocache” attribute to GText, but that will delay page loading.
Mail Problems
- Q I tried to reply to a message that came from my web site, but my reply bounced. Did I do something wrong?
- A Probably not. Most of our form submission processing is done without verification – that is, the person filling out the form online can provide a false e-mail address (or none at all).
- Q I replied to an address that was verified and it still bounced. Why?
- A Verification can only determine that an address was reported valid by the domain owner at the time the visitor entered it in your form. Individuals can sign up for free e-mail accounts from a number of providers, and cancel those accounts minutes after sending a message. Some large organizations will report any username as valid when a verification lookup is performed in order to speed response. The address may later turn out to be invalid.
- Q I can’t get my mail. Can you help me?
- A Unfortunately, no. Riverweb does not offer mail retrieval or storage systems for its clients. Mail sent to your domain address is forwarded to the actual mailbox you use to receive mail. Please contact your ISP or other mail provider for assistance.
- Q I don’t seem to be getting any mail. Is there a problem?
- A Probably, but again one that is most likely not related to Riverweb. Please contact your ISP or other mail provider for assistance. If you are receiving mail from other sources but not your web site, please contact us.
- Q Why do I seem to have so many e-mail addresses?
- A When you sign up with an Internet Service Provider, you receive one or more e-mail addresses. Think of these as post office boxes where your mail is placed until you visit the post office and retrieve it. When you register a domain, it’s a good idea to use an e-mail address that includes your domain name – but, you may not actually have a mailbox associated with that address. Mail sent to yourname@yourdomain.com will be forwarded to the mailbox your ISP provides. An unlimited number of e-mail names on your domain may be forwarded to the same mailbox, or to different ones.
Security Issues
- Q What is “encrypted?”
- A Scrambled, or coded. You must have a “key” to “unlock” the message. Riverweb uses a strong, industry standard encryption system and supports SSL connections from 128-bit browsers (see below).
- Q If I submit a credit card number, who can actually see it?
- A Only the merchant with whom you are doing business has authorization to retrieve your information once it has been collected through our system. The merchant is sent a notice of your order, and can only access it through an encrypted password. During the entire process, from your keyboard to the merchant’s screen, the information is scrambled so that only you and the merchant can see it. Riverweb, as site administrator, may access this information at the request of the merchant, or when presented with a legal and valid search warrant.
- Q What is the difference between 56-bit and 128-bit browser encryption?
- A The longer the key length (measured in bits), the more your information is scrambled. Due to export restrictions, most browsers in use are 56-bit, even those distributed by ISPs or pre-installed on computers. We encourage you to visit the Netscape or Microsoft web sites to upgrade to 128-bit strong encryption.
- Q I got a message about an expired root certificate. Does this mean my connection is not secure?
- A No. You can verify that a connection is encrypted by checking the lock icon on the status bar, or by looking at the web address (it should begin https:// instead of http://). If you have an older browser, the root certificate that verifies the authenticity of Thawte server certificates (which we use) has expired. We strongly suggest you upgrade your browser, or you may visit Thawte Consulting for an update to your current browser.
Intellectual Property
- Q May I use one of the images on your site?
- A No. All site content is the copyrighted property of both the site owner and Riverweb. You may download and use only items that are specifically marked for that purpose.
- Q What about the text information?
- A To the extent allowed by law, that is also copyrighted. Permission is granted for legitimate media use of this information, with attribution where appropriate.
- Q May I link to Riverweb or a Riverweb client site?
- A Unless specifically stated otherwise on that site, yes. However, you may not frame content from any Riverweb site with your own content.
- Q Someone has registered a site name similar to mine. Is there anything I can do about it?
- A We strongly recommend that you contact an attorney if you believe your legal rights have been violated. Riverweb is not qualified to intervene in such matters. To protect yourself, we recommend that at a minimum you register both the .com and .net top level domains of your chosen name.
Internet Ratings
- Q Why do you require ratings code?
- A Parents have a right to regulate the material their children see on the Internet. As many parents have taken advantage of technology that enables filtering of certain content, it is to your benefit to rate your site – browsers can be set to refuse all pages that are not rated.
- Q Does this mean you’re controlling what I say or show online?
- A No, only that you must warn others if what you is likely to be offensive or is age-inappropriate. Certain types of material are specifically restricted by our Customer Agreement.
- Q Does this affect how others see my web site?
- A Only if it contains ratings code that is blocked by the browser. Otherwise, the inclusion of ratings code is non-intrusive.
- Q Am I required to display the button logos for RSAC and SafeSurf?
- A Riverweb displays the logos on the home page (or splash page) of each site we create. If you create your own Riverweb-hosted site, the logos are optional.