Common Problems

Here we have described some of the problems that are asked to remedy on an almost daily basis for customers connecting to many different providers, and the solutions we've come up with to deal with them. We would like to be able to anticipate questions/problems our customers may encounter while learning to use the Internet. If you know of other problems we have not addressed here or have information you think others would benefit from, we would really appreciate you letting us know by sending us an email message.

1. Symptom:  You can receive email, but you can not send mail.  The following error message may be displayed:

"Subject: Email Error 550, not a gateway "

Resolution:  The reason for this error is that you do not have your email client setup for SMTP Authentication. Please follow one of the directions below depending on your email software.

Many customers may experience not being able to send email from their outbox if SMTP Authentication is not enabled. Most of the errors will be "550, not a gateway" type errors. You just need to setup your email client/ software to do SMTP Authentication. The following is the information you need to do so.


*Outlook and Outlook Express*
To configure authenticated SMTP in Outlook Express: 1. From the Tools menu, select "Accounts..." 2. Highlight your Mail account (it may be called mail.domain.com). 3. Click the "Properties" button on the right side. 4. Choose the "Servers" tab. 5. Check the box next to "My server requires authentication." 6. Click the "Apply" button. 7. Click the "OK" button.

*Netscape Messenger*
To configure authenticated SMTP in Netscape Messenger: 1. From the Edit menu, select "Preferences..." 2. Click the plus (+) icon next to "Mail & Newsgroups." 3. Choose "Mail Servers." 4. In the "Outgoing mail server user name" field enter Username 5. Click the OK button.

*Eudora*
To configure authenticated SMTP in Eudora: 1. From the Tools menu, Select "Options..." 2. Click on the the "Sending Mail" icon. 3. Check the box next to "Allow authentication." 4. Click the OK button. *Microsoft Entourage * To configure authenticated SMTP in Entourage: 1. From the Tools menu, select "Accounts." 2. Double-click your Mail account (it may be called mail.domain.com). 3. Click on the "Click here for advanced sending options" button. 4. Check the box next to "SMTP server requires authentication." 5. Select the radio button next to "Use same settings as incoming mail server." 6. Click the OK button Above are the instructions to give your users that will explain how to set their mail client for SMTP authentication.

As for your IMail Web Messaging (http://mail.domain.com) this will not be affected by relay option changes because you have already authenticated when you login.

 

2. Symptom: You can not get any web sites besides http://safe-t.net or http://portal.safe-t.net.  If you try to view any other web sites, the following error message may be displayed:

"Page Can Not Be Displayed." or "Page Timed Out"

Resolution: To fix this you must enter proxy settings into your browser.  To fix this we have set up a page to help you remedy this problem.  The page is located at http://www.safe-t.net/addproxy.htm

 

3. Symptom: You have the "Connect to the Internet as needed" feature enabled but Internet Explorer does not automatically dial Safe-t.net. Because you are not connected to Safe-t.net, the following error message may be displayed:

"Unable to open the site <http://Address of Your Start Page>. Verify that the address is correct and try again."

To connect to the Internet, usually all you have to do is double-click your Internet icon on the desktop and then, just before launching Internet Explorer, the computer brings up the "Connect to Safe-t.net" dialog box. After making certain your username and password have been entered correctly and that the phone number to Safe-t.net is correct, you press 'Connect' to cause the modem to dial and establish the connection. Everything may work just fine and then one day you click your Internet icon and the error message above appears on your screen.

Resolution: To cause Internet Explorer to automatically dial Safe-t.net, follow these steps: First, click Start, point to Programs, point to Accessories, and then click Dial-Up Networking. Double-click the Safe-t.net connection and then log on as you normally do. After you have successfully logged on, start Internet Explorer. Empty the temporary file cache. To do this, click View on the menu at the top of the screen, then choose options. Next click the Advanced tab, click settings, click Empty Folder, click Yes, click OK and then click OK again. Type the Internet address of the Web site you want to use as your Start page in the Address box, and then press the ENTER key. Perform this step even if the site you want to use is already listed in the Address box. (If the address you want to use did not appear in the Address box when you started Internet Explorer, click View and then Options. IE2.0 or earlier, click the Start and Search Pages tab, and then click Use Current. Ie3.x, click the Navigation tab, and then click Use Current. IE4.0, click the General tab and then click Use Current. Quit Internet Explorer and the Dial-Up Networking connection, and then restart Internet Explorer.
 


4. Symptom: When you are dialing into Safe-t.net you get the following error message: The computer you dialed is not answering, double click the connection to try again.

Resolution: First verify you are using the correct phone number to dial into our service. If this fails to solve the problem, try restarting your computer and try again. If that fails, call our Tech Support Center for additional help.
 


5. Symptom: When you try to connect to Safe-t.net, you get the following error message: Dial-up Networking could not negotiate a compatible set of Network protocols.

Resolution: There are several possible solutions to this problem. First, choose option "A" in the list below which is the simplist solution. If that doesn't work, go to the next item in the list and so on until you have fixed the problem.

A. Do you have the appropriate server type selected?
B. Do you have the correct protocol installed?
C. Do you have global TCP/IP settings entered in the Network Properties dialog box?
 


6. Symptom: I can't save my password for my Safe-t.net connection

Resolution: There are several possible solutions to this problem. First, choose option "A" in the list below which is the simplist solution. If that doesn't work, go to the next item in the list and so on until you have fixed the problem.

A. Are you logged on to Windows 98 correctly?
B. Is the Microsoft Client for Microsoft Networks installed?
C. Is your password file damaged?
D. Is there a problem with your Dial-Up Networking configuration?
 


7. Symptom: It takes a long time to connect to Safe-t.net.

Resolution: Is the Log on to Network option enabled?

When the Log on to network option is selected, the Dial-Up Networking service tries to find a Microsoft Windows network. If it does not find one, the connection times out.

To disable the Log on to network option

1. Click Start, point to Programs, point to Accessories, point to Communications, and then click Dial-Up Networking. (Or you could get to the same place by clicking My Computer on the desktop, then click Dial-Up Networking.)
2. In the Dial-Up Networking dialog box, right-click the connection for Safe-t.net, and then click Properties.
3. On the Server Types tab, click to clear the Log on to network check box, and then click OK.
 


8. Symptom: When I start Internet Explorer, I receive the error message: The computer you are dialing into cannot establish a dial-up networking connection. Check your password and then try again.

Resolution: Make sure your password and username are correct. If either one of these is typed incorrectly, you will not be able to log in to Safe-t.net. Also, check to see that your Caps Lock key is not on.

NOTE: Passwords and usernames are case sensitive. Please check your customer information sheet and key in your username and password exactly as it appears there. If you do not have your customer information sheet, contact the office and we can look up your username and password for you.
 


9. Symptom: I Can't connect at 56k.

Resolution: There is no simple answer to this problem. To start with, 56k connections are impossible. 40k to 53k connections should be normal if you have good quality phone lines. We recommend you try the solutions listed at this site devoted solely to the support of 56k connections. If you continue to experience difficulties, please call or email our support personnel.

FYI: How can I tell whether my local phone line lets me benefit from 56K technology?
56K provides speeds significantly higher than 33,600 bps for over 80% of local phone lines. There are two ways to tell whether 56K is likely to work for you:

1. If you have a V.34 modem and regularly connect at speeds of 21,600 bps or higher, 56K will likely work for you.

2. If you are 3 1/2 miles or less from the telephone switching office, as are most city and suburban phone lines, you will likely benefit from a 56K modem. Some rural phones may be further away, making 56K communication unreliable or impossible.
To determine your approximate distance from your telephone switching office (also called "central office"), you should call your local telephone company service representative. (The number is in your phone book.) Give them your phone number, and ask them for the address of the central switching office that handles your calls. Then look up the address on a local map and estimate the distance between your location and the "central office". If it's less than 3 1/2 miles (18,000 feet), your phone line probably supports 56K technology. If it's more than 3 1/2 miles (18,000 feet), it probably doesn't.

FYI: The most common barrier to 56k performance, is the presence of a SLC96 (slick) concentrator in your neighborhood. Telephone companies install a SLC96 to split up lines in existing phone hubs to add more lines in high-growth areas. This split nullifies the 56k capability, dropping all lines down to a maximum V.34 specification. A second barrier occurs when a phone line is stretched beyond 18,000 feet from a telephone company office, which is beyond the effective range of the 56k technology. This occurs primarily in rural areas. Corporate offices that are using PBX systems will lose 56k capabilities due to line attenuation. Check with the phone company to see if the above applies in your situation. Another cause could also be the connectors and wiring in your house.

 


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