To find what version you have, normally you click on "Help", then "About" within the e-mail program.

Wireless Problems

You can't get anywhere online and can't send/receive e-mail

1. First look at the System Outages section on our homepage to see if anything is down or if we are experiencing any technical difficulties.
   
2. If you use a router, unplug the power to it for about 10 seconds, then plug it back in. Check your internet connection in a minute or two. Restart your computer if it fails to connect and try going online again.
   
3. Unplug the power to the PoE for about 10 seconds, then plug it back in. Check your internet connection in a minute or two. Restart your computer if it fails to connect and try going online again.
   
4. Make sure all devices have power (lights are on) including the PoE, and router if you have one.
   
5. Next check all cables and make sure that none of them are loose or damaged.
   
6. Double-check that everything is connected in the proper sequence. The Radio has a network cable that connects to the PoE (CPE Side). On the PC side of the PoE, make sure a cable goes directly to your computer or Router WAN port if you use one. See the diagram to the right.
   
7. If you use a router, bypass it and connect one computer directly to the PoE (PC side), reboot your computer, and see if your internet connection is up. If the router bypass works, then check your router documentation for further help on getting that running properly. Restart your computer if it fails to connect and try going online again.
   
8. Other possible causes are viruses, spyware, adware, malware, browser search bars, proxy servers, firewalls, etc.
   
9. If you are unable to diagnose the problem yourself, you are welcome to bring your computer, router, etc. in to the shop for us to diagnose and/or clean-up. Labour charges may apply depending on issue.

Dial-up Issues

My computer says there is "No Dial Tone"

The causes for this complaint are usually "physical" and could be caused by:

1. Loose or mis-plugged phone cable. Make sure phone line from wall is plugged in the "Line in" port on the modem.
   
2. Faulty phone cable. Try a different phone line cable.
   
3. Faulty phone line splitter. Remove the splitter and connect a line directly from the wall to the modem "Line in" port.
   
4. Faulty phone socket. Connect a phone to the wall and see if you get a dial-tone.
   
5. If the modem is internal, make sure it hasn't slid out of the PCI slot on the motherboard and that it's not loose.
   
6. Faulty dial-up modem. Have a different modem installed and tested.

You get an "Invalid Username or Password" error

This error is usually caused by common mistakes:

1. Usernames & passwords are case-sensitive. Make sure you are typing them in exactly how they should be. Do not use any special characters including spaces. An exception for some account names is the underscore (_) character. Re-type in your username and password.
   
2. Use your dial-up username & password, not your e-mail username or password if different.
   
3. Don't forget to keep the "CAPS lock" key off on the keyboard.
   
4. Verify the keys on your keyboard are all functioning.
   
5. Your account may be on hold or closed. Please call us to find out if this is the case.

Your dial-up connects, but you can't go anywhere online

Depending on the problem, you may also have trouble sending/receiving e-mail. Common causes:

1. When dialing up, do not use your email address for the username. Doing so may cause this problem.
   
2. Viruses, spyware, adware, malware, and search bars can be a major problem as well.
   
3. Stay away from proxy servers. If you are using Internet Explorer, go to Tools, Internet Options, and click on the Connections tab. Press Settings and make sure there is no checkmark where it says Use a proxy server for this connection...
   
4. Internet security settings may be set too high. Go to Tools, Internet Options, and click on the Security tab. Press the Default level button, press Apply, then OK.
   
5. Firewall software can also block the internet and e-mail if not configured properly. Try disabling it temporarily as a test. See your software documentation for more Help.

E-mail Help

You receive a e-mail username or password error

First make sure you aren't mistaking the dial-up username/password error for an e-mail one. If you are having trouble with the dial-up, see the above "Dial-up Issues" section.

1. Usernames & passwords are case-sensitive. Make sure you are typing them in exactly how they should be. Do not use any special characters including spaces. An exception for some account names is the underscore (_) character. Re-type in your username and password.
   
2. Use your e-mail username & password, not your dial-up username or password if different.
   
3. Don't forget to keep the "CAPS lock" key off on the keyboard.
   
4. Verify the keys on your keyboard are all functioning.
   
5. Check to make sure you have the correct mail servers setup in your e-mail program. See above "Mail Settings" for appropriate information.
   
6. Some anti-virus software can lock or block the email. Temporally disable e-mail scanning or see the Help or Troubleshooting section of the software you are using.
   
7. If you are having trouble with downloading a large attachment and the download times out, this is a common error to get if the server still thinks you are logged in. Close your e-mail program, wait 10 minutes for the server to timeout your session, then log into our Popmail page. From here you can delete or attempt to download the message you were having trouble with. Make sure you "Sign Out" of the Popmail site before attempting to download the rest of your e-mail via e-mail program.
   
8. Your account may be on hold or closed. Please call us to find out if this is the case.