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FAQ
(frequently asked questions)

Table of Contents
I. Connection Issues


Q: Why does my computer say "Check your password and try again?"


Q: Why do I get the message "The computer you are dialing is not answering..."


Q: Why does my computer constantly disconnect from the internet?

 

Q: Why does the phone ring and ring with no answer when I attempt to connect to Internet Xpress?

 

II. Email Problems


Q: Why isn't my email working ?

Q: Why do I get duplicate email, and/or why does my computer freeze up on a given email download?



I. Connection Issues

Q: Why do I keep getting a message that says, "Check your password and try again?"

A: This is one of the error messages Windows 95/98 gives you if your account is unable to log on to our servers. This message can be caused by several things:

1. Remember to type your username and password in lower case letters.

2. You may have typed your password or user name in incorrectly. Completely delete both user name and password and try re-entering the information. 

4. Or last, (but not least) you have forgotten to pay your internet bill and your username and password are expired. In this circumstance you need to call 685-0403 (that's us) and have us reconnect you.

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Q: Why do I keep getting a message that says, "The computer you are dialing does not answer?" 

A: This is another way that Windows 95/98 says it was not able to log on to our servers. 

You can try calling our modems with your telephone, if you hear a loud SQUEAL, you will know that we are indeed still here. Try to connect again. 

If the computer dials and gets no answer and this is a continuous and chronic problem, then you may have other issues. In these circumstances please visit phone line issues/specific modem fixes for some advanced assistance. 

The other reason is that your modem could not negotiate a connection. If you hear modems communicating, but not connecting try to connect again. Or please visit phone line issues/specific modem fixes for some advanced assistance.

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Q: Why does my computer constantly disconnect from the internet?

A: Different computers have different modems and different modems are just that, different. Some are more sensitive to phone line interference and have a setting which will cause them to disconnect if the phone line stability deteriorates, even if only a fraction.

Before we completely tear into the modem, the cause of the phone line noise may be in your home. Any devices plugged in between your computer and the phone jack, this includes, splitters, telephones, fax machines, credit card machines, and so on, may cause phone line interference. This is one of the primary causes of disconnects as well as inability to connect to the internet. The phone cord itself, between the computer and the jack, should be less than 6 feet in length. Any longer and cord itself could be the problem. Lastly, some modems provide two jacks in the back, one to connect to the wall jack and one to plug in an extra device. Unplug any devices you may have plugged in to this extra jack.

If you still have problems then visit phone line issues/specific modem fixes for additional information and assistance.

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Q: Why does the computer ring and ring with no answer when I attempt to connect to Internet Xpress?

A: Generally when this situation occurs, your computer is not reaching our modem banks at all. Computer modems dial at such a high speeds these days that the phone company central office equipment, simply cannot interpret the number. Unfortunately, some phone equipment is rather antiquated for today's high speed communication.

Please visit phone line issues/specific modem fixes and click section III. Problem: Modem Dials, but gets No Answer under Specific Modem Fixes for assistance.

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II. Email Problems

Q: Why doesn't my e-mail work?

A: The Internet Xpress E-mail servers are currently up and running. If you can not send or receive emails, go to the email programs setup or options page and make sure your settings are correct.

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Q: Why do I get duplicate email, (and/or) why does my computer freeze up on a given message?

A: First of all did it really freeze up or is it just a very large message? If the two small computer monitors (Windows 95/98) in the lower right corner of your desktop are flashing green, back and forth, then the message is just really big. Leave the program alone to download the message. Really, just walk away. 

If no data is being exchanged and or the message times out, then you may have a corrupted message in your mailbox. The server will keep sending the same messages over and over, until all messages have been downloaded successfully. This corrupt message will prevent your email program from completely doing so. If this problem occurs you may contact us @685-0403 to remove the corrupted message or you may download this program yourself by clicking here.

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