Support

Q: How can I test my connection?

A:To check if there are any problems connecting to Web CEO Datacenter or to the Internet, please use the 'Connection test' option in the Web CEO settings:

1. Go to Web CEO File > Settings > General > Connections > Connection Test.
2. Click 'Test connection' to make Web CEO check whether it can connect to the Internet successfully.
3. If Web CEO encounters problems trying to connect to the Internet or Datacenter, click 'Details...' to view the possible reasons of the test failure.

Q: I cannot connect to your server. I receive error messages that say "Network error" or "Connection timeout". What shall I do?

A:This is a connection problem; luckily there are some easy steps that you can take to solve it. First, ensure that Web CEO is set to connect to the Internet with the same settings as your browser (e.g. Internet Explorer).

To do this, go to File > Settings > General > Connections > Proxy. The first option you should try is 'using proxy settings from Internet Explorer' (or another browser you use to view Web pages). If this doesn't work, try 'proxy autoconfiguration' and the other options available here. For manual proxy settings, contact your network administrator to find out what they are.

If you have any firewalls, anti-spyware or other software that controls Internet traffic and can restrict applications from connecting, make sure that your software allows Web CEO (webceo.exe and wsceokrnl.dll) to create and accept HTTP connections through ports 80 and 443.

If this doesn't help, contact our support service at support@webceo.com. Be ready to answer the following questions -- they will help us to spot the problem so you can address it to your network administrator.

1. How do you connect to the Internet? Do you have a dial-up or cable connection? Do you connect via the local network? Do you connect through a proxy server or directly?

2. Check the connection settings in Web CEO. They should be the same as in Internet Explorer. If you have difficulty with this, please send us the screenshots of your connection settings in Web CEO (File > Settings > General tab > Connections> Proxy) and in Internet Explorer (if you use IE 7.0, you should look in Tools > Internet Options > Connections > LAN Settings).

3. Do you have a firewall or other software that may be blocking the Web CEO traffic? In case there is a firewall, please consider the following:

* Web CEO must be granted access to these ports and protocols: 80 - HTTP; 443 - HTTPS; 25 - SMTP; 20, 21 - FTP.
* Cookies must be enabled for domains websiteceo.com and webceo.com.
* The application files 'wsceokrnl.dll' and 'webceo.exe' must be allowed to send and receive data on the Internet.

Q: I get the "Request canceled" error when I try to connect to the Datacenter (refreshed a HitLens report, requested a password etc.). Why?

A:This was most likely a temporary connection problem for which we apologize. Too many users were trying to access the Datacenter at the same time, so the number of simultaneous requests exceeded the allowed limit, and your request was cancelled.

Please close Web CEO, wait 10 to 20 minutes, then open the program and try repeating the operation again.

Q: I get `[Error] SSL error: certificate is not yet valid` error. What does it mean?

A:The most common reason for this error is your system date has been set back or forward, which you can see in the 'Problems report'. Please correct the system date in your Windows system settings, and the program should begin to work again.

Q: The proxy server I connect to the Internet through requires authentication. How can I set up Web CEO?

A:Please go to 'HTTP' in the 'Connections' section of the Web CEO Settings (File > Settings > General tab > Connections > HTTP) and check 'Authentication settings', then enter your host (realm), user name and password.

Note: Web CEO supports now only basic (when the user name and password are sent in clear text to the server) and NTLM authentication. If your server uses one of the challenge-response schemes for authentication such as Digest, MSN, DPA, RPA, etc. this setting won't help. If this is the case, please contact our support department at support@webceo.com.

Q: Web CEO can`t connect to the Internet. Can you please help?

A:It is very likely that your firewall doesn't permit Web CEO to connect.

1. Web CEO must be granted access to these ports and protocols: 80 - HTTP; 443 - HTTPS; 25 - SMTP; 20, 21 - FTP.

2. Cookies must be enabled for domains websiteceo.com and webceo.com.

3. The application files 'wsceokrnl.dll' and 'webceo.exe' must be allowed to send and receive data on the Internet.

If you are not sure how to do this, you can find the illustrated instructions on most popular firewalls in one PDF file.

If you don't find the answer there, contact us at support@webceo.com and tell us the name and version of your firewall, and we'll try to help you with more specific recommendations.

Q: What ports does Web CEO use?

A:Web CEO uses the following ports:

* 80 - HTTP;
* 443 - HTTPS;
* 25 - SMTP;
* 20, 21 - FTP.

Please ensure your firewall is set up to allow 'wsceokrnl.dll' and 'webceo.exe' to connect to the Internet.

Q: Where can I find recommendations on how to set up my firewall to allow Web CEO connect through?

A:You can find the illustrated instructions on most popular firewalls in one PDF file.

These are the firewalls we've tested:

1. Agnitum Outpost Firewall 2.5
2. Black ICE
3. COMODO Firewall Pro
4. ISA Firewall 2000
5. ISA Firewall 2004
6. McAfee Personal Firewall Plus 5.0.5
7. McAfee Security Center - McAfee Provacy Service 7.0
8. Norton Internet Security 2004-2005
9. Trend Micro PC-cillin Internet Security 2005
10. Windows SP2 Firewall
11. Zone Alarm Pro 5.5 and later versions