Frequently Asked Questions




 
 
NetFAQs Home

Common Errors & Solutions

This page lists some of the most common errors made in setting up and/or using some common Internet programs.

Dial-up Connection

E-mail

Browsing/Surfing

FTP & Personal Web Page

Home Page Login

My Account Login


Dial-up Connection:

General Problems for all OS's (Windows, Mac, Linux):

Username = follows this format: username@ispname.com with your username in place of "username" and ISP's name in place of "ispname.com".

Passwords are cASe SeNSitiVe.  Ensure the Caps Lock is NOT on.

Dial-Up Numbers = Look for the "Dial-Up Locations" link on our ISP's main website.     
     Warning: We will not be responsible for long-distance charges.
     It is up to you to make sure that our number is local to your location.

Windows 95/98:

Reboot your computer.

Windows 95/98 is infamous for memory leaks, causing connection problems after a period of time.  Rebooting the computer fixes MANY problems in Windows 95/98.

Windows ME:

Lucent LT WinModem must be at least version 5.97. 
Most WinME computers shipped with an earlier, incorrect version of the driver.
Go to www.agere.com for the latest driver for the Lucent LT WinModem.

Windows XP & Windows 2000:

Disable "LCP Extensions".

Enable "Client for Microsoft Networks".


E-mail:

Problems sending e-mail, but still able to receive e-mail.

Ensure that you have a Username/Password for SMTP Authentication.

    Windows e-mail screenshots

    Macintosh e-mail screenshots

    Linux e-mail screenshots

 

Problems receiving e-mail, but still able to send e-mail.

Your e-mail program may be having difficulty downloading a large attachment.

Access your e-mail account through the WebMail interface at http://mail.ispname.com.

Once in the WebMail, download or delete the large attachment.

 

Problems Receiving and Sending:

  • Not actually connected to the Internet in the first place.

Have you created a connection for your Modem to connect to your ISP?

Make sure you have successfully connected to the Internet.

  • Using the wrong dial-up access phone number.

Oddly enough, in certain cases, your computer can dial up and connect to an outdated or invalid phone number.

Dial-Up Numbers = Look for the "Dial-Up Locations" link on our ISP's main website.     
     Warning: We will not be responsible for long-distance charges.
     It is up to you to make sure that our number is local to your location.

  • Incorrect Mail Server Settings:

Incoming Mail Server = follows this format: mail.ispname.com with your ISP's name substituted for "ispname.com.

Outgoing Mail Server = follows this format: mail.ispname.com with your ISP's name substituted for "ispname.com.
      SMTP Authentication (e-mail username) is required to send e-mail..

  • Username has unnecessary "domain tail".

E-mail Address = follows this format: emailID@ispname.com with your Email-Username in place of "emailID" and ISP's Name in place of "ispname.com".
E-mail Username = first part of the E-mail address. Everything before the @ symbol.

  • Username/Password mistyped or missing.

Passwords are cASe SeNSitiVe.  Ensure the Caps Lock is NOT on.

  • Client for Microsoft Networks

Outlook Express often gives errors 0x800CCC0D or 0x800CCC0E without this installed.

    Click below for screenshots:

        Windows 95/98/Me

        Windows 2000

        Windows XP

  • Anti-Virus Software's E-mail Protection causing Interference

Try disabling your Anti-Virus Software's E-mail Protection and see if the problem persists.  Then, re-enable the antivirus software.

    Click here for screenshots for Windows-based anti-virus software.


Browsing/Surfing:

Make sure you've typed the web address correctly.

If things have worked fine until recently, rebooting your computer often fixes the problem.

Have you created a connection for your modem to connect to your ISP?

Make sure you have successfully connected to the Internet.

Oddly enough, in certain cases, your computer can dial up and connect to an outdated or invalid phone number.

Dial-Up Numbers = Look for the "Dial-Up Locations" link on our ISP's main website.     
     Warning: We will not be responsible for long-distance charges.
     It is up to you to make sure that our number is local to your location.

  • Username missing "domain tail".

Username = follows this format: username@ispname.com with your username in place of "username" and ISP's Name in place of "ispname.com".

Add the correct DNS settings to your Connection Properties.

    Windows screenshots

    Macintosh screenshots

Win95/98/ME:  Remove conflicting DNS settings from the Network Properties.

    Network Properties screenshots

Incorrect proxy settings or problems with your ISP's proxy server can cause problems.

There are two reasons you may be using proxy settings:

    Adult Content Filtering

    BrowseBlast Web Acceleration

If you are using either of these services, click here for help.

If you are using Firewall software, such as ZoneAlarm, BlackIce, McAfee Firewall, Norton Firewall, etc., disable the firewall to see if the problem persists.

Windows XP users often experience problems due to the built-in Firewall.  Click here for help disabling it.

Make sure cookies, Java, ActiveX, scripting, etc. are enabled.

Also, clear out the cache and cookies. 

    Windows browser screenshots

    Macintosh browser screenshots

    Linux screenshots


FTP & Personal Web Page:

Have you created a connection for your modem to connect to your ISP?

Make sure you have successfully connected to the Internet.

FTP Host/Address = follows this format: users.ispname.com

Initial Remote Directory = Typically, no directory, initial remote directory or path.

Login/UserID = your username@ispname.com which will route you to the right directory.

Passwords are cASe SeNSitiVe.  Ensure the Caps Lock is NOT on.


Home Page (Dynamic Portal) Login Problems:

  • Username is the same as your Dial-up Username, but must not have a "domain tail".

Do not place "@ispname.com" on the end of your username.

  • Cookies must be enabled to allow login to the Dynamic Portal.

Click below to find screen shots for how to enable cookies in your web browser:

    Windows browser screenshots

    Macintosh browser screenshots

    Linux screenshots

  • If using Internet Explorer, make sure it's not a problem with "AutoComplete" feature:
                  Go to internet options -> content -> AutoComplete 
                  Click on "Clear Passwords" and probably also on "Clear Forms" 
                  Remove checks from "Forms" and "User names and passwords on forms".
                  Click here for screen shots.


Members' Area (My Account) Login Problems:

There are two possible username/password combinations depending upon your ISP:
          login with dial-up username and dial-up password
                    -or-
          login with Registration Number and Account Password (not necessarily the same as your dial-up password)