Tech-Support Frequently Asked Questions
Jump directly to:Renew IP
Work Offline enabled
Proxy Server selected
Email Connectivity Issues
Below is a list of some common tech support questions we hear on a regular basis. Many of these issues have simple solutions that you can try yourself before calling us.
When I do an "Internet Speed Test" the reported results are less than expected. Why aren't I getting the download speeds I'm paying for?
The package you have purchased guarantees the link speed between your location and the Filer Mutual Central Office. Actual data throughput to various speed test sites and other Internet locations may be lower due to network congestion, server or router traffic loads, protocol overhead, and other factors that we cannot control. A Best Effort level of service to the Internet is all that can be guaranteed by any service provider.
Try the speed test link on the left side of this webpage. This link is provided by our upstream provider, Syringa Networks and is the best option for accurately testing your link speed.
Click HERE for an in-depth explanation of the speed test process.
No Internet connectivity. Email won't send or receive. Web browser will not display any website. What is wrong?
Solutions:
Check your physical connections.
Make sure all cables are connected and well seated in the proper jacks.
Refer to "Network Setup" page for proper cable connections.
Do you have a router on your network to support a wireless LAN or multiple computers?
Try rebooting the router by disconnecting it's power cord for a few seconds then plug it back in.
Is the "READY" or "DSL" light blinking on your DSL modem?
Try rebooting the modem by disconnecting it's power cord for a few seconds then plug it back in.
Check network configuration settings.
Make sure your pc is setup to use DHCP for IP addressing.
Check the "Network Setup" page for proper configuration settings.
Renew your IP address.
A simple way to make sure you have a valid and current IP address on the network is to issue a "release" and "renew" from the windows command line. Follow these simple steps to accomplish this task:
First, click on the "Start" button at the bottom left of your screen.
Next, select "Run" from the start menu choices:
In the "Open" box type "cmd" then click [OK]
In the DOS Command prompt window type the command "ipconfig /release" then hit the [Enter] key.
Now type the command "ipconfig /renew" then hit the [Enter] key.
Check your Internet browser settings.
Occasionally, certain settings in your Internet Explorer browser can cause connectivity problems. Here are a couple of common ones we see that are simple to fix.
"Work Offline" Enabled
If you lose your Internet connection for any reason while you have Internet Explorer open, sometimes it will automatically go into this "offline" mode. Unfortunately it will stay in this mode even though your Internet connection may have been restored.
To see if this has been inadvertently enabled open the "Tools" menu on Internet Explorer. If you see "Work Offline" with a small check mark next to it like in the below example, you are in offline mode. To disable offline mode, simply select it again and the check mark should disappear.
Proxy Server Selected
A "proxy server" is a network device mainly used for security purposes in medium to large sized corporate networks. Internet Explorer has the option to point your system at a proxy server where a network administrator can have more control and ease of management for all computers connected to a large network. However, if this option is selected and there is no properly configured proxy server on your network you will not be able to browse to any Internet web site.
It is relatively simple to check for this setting. First, open the "Tools" menu as above then select "Internet Options" at the bottom of the menu. On the window that pops up, you will see several tabs across the top. Select the one that says "Connections" and you will see the following:
Click the [LAN settings] button and you will see the following.
Make sure this box is NOT checked. If it is, click on it to make the check mark disappear. Click [OK] at the bottom of the window and you should be able to get to web sites now.
Email connectivity issues.
I can receive email ok, but when I send a message I get the following error message. What is wrong?
553 sorry, that domain isn't in my list of allowed rcpthosts (#5.7.1)
The problem lies with your email client not configured to authenticate on outgoing mail. Make sure your email client program has the option "Outgoing server requires authentication" selected. An example from Microsoft Outlook Express is below. Please see the "Email Setup" pages or click here for more details on setting up your email client program.
I'm not receiving email in my inbox and I know someone has sent me something recently. Where is my email?
There are a few issues that can cause you not to see new mail in your inbox even after you know someone has sent you something.
Sender receiving bounce-back error messages or non-delivery reports.
First thing to check is the sender receiving a bounce-back error message when they attempt to send you a message? If so, see if you can somehow arrange to get a copy of the bounce-back message to our tech support people. Many times the information contained in these bounce-backs gives us enough to research why these messages are being blocked and we can take measures to correct the problem.
Sender NOT receiving any error messages.
If you can confirm the sender is using the correct email address and they are not receiving any error messages, you may have overly strict anti-spam settings. Please refer to the "Email Setup" pages under "MagicMail" or click here for specific instructions on adjusting your anti-spam settings.
If your specific issue is not covered in the FAQ, please feel free to call us at 326-3700 for technical support.
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