Solution Center
Our Solution Center contains fixes for many common problems.
Email Problems
For help setting up your email client, please view our Email Setup Page
Problem: I can receive my email, but not send it.
Solution: Please turn on the SMTP Authentication option located in the servers tab of your email account settings.
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Problem:My email program acts like it’s downloading my email, but nothing comes through. Or, your server times out when trying to receive e-mail. When you are trying to get your e-mail and it says receiving, but it “times out”, “stops responding”, or hangs on an e-mail, it might be because of an attachment that is to large to download using dial-up.
Solution:Delete the e-mail from our server using web-mail, have the sender break apart the attachment into smaller files across multiple e-mails. You can use the following links to access you web-based e-mail and delete the e-mail with the large attachment:
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Problem: Unable to send because your connection to server was interrupted.
Solution: Check if “Hang up after sending and receiving” is checked, Tools-Options-Connection- Hang up after sending and receiving, if it is checked remove the check mark click apply, then click ok.
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Problem: Error: Server mail.accessus.net could not be found
Solution: Check that the spelling is correct mail.accessus.net, if the spelling is incorrect then you must correct this in Tools-Accounts-Properties-Servers then check both the POP and SMTP servers for correct spelling. If your still receiving this change your port numbers, Tools-Accounts-Properties-Advanced set SMTP to 8025, and POP to 8110. If changing your port numbers resolves the issue then you more than likely have a firewall blocking those ports.
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Problem: Outlook Express keeps deleting or removing attachments from e-mail that I know is safe
Solution: Open Outlook Express, Tools – Options – Security – Remove check mark from “Do not allow attachments to be saved or opened that could potentially be a virus” Click apply and OK.
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Problem: I’m having a problem surfing the internet or sending and or receiving e-mail.
Solution: The problem may very well be your firewall. Please try turning off the firewall and see if that helps.
Since there are so many different firewalls we have listed a few of the more common ones with links to change or disable them. If your firewall is not listed here go to the manufacturers website or try going to yahoo or google and searching it.
- Windows XP
- Windows Vista
- Norton
- McAfee
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Problem: Web-mail keeps disconnecting you, doesn’t load completely, or makes you login repeatedly.
Solution: Delete your temporary internet files, Internet Explorer – tools – internet options – delete, click ok and restart Internet Explorer. Mozilla Firefox – tools – clear private data and restart Mozilla Firefox.
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Dial-Up Problems
For help setting up your dial account, please view our Dial Setup Page
Problem: Error 680: No dial tone
Solution: Check the phone line that is attached to the computers modem with a telephone to see if you can hear a dial tone. If you can’t hear a dial tone then replace the telephone line or try a different phone jack. If you can hear a dial tone, but you still get the no dial tone error the try re-installing your modem, if you still get the same error then you might need to replace your modem.
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Problem: Error 691: Access denied because username and/or password is invalid on the domain.
Solution: Check your username is spelled correctly and make sure you are using your FULL e-mail address as your username (user@accessus.net, user@i1.net, user@brick.net, or user@mychoice.net ) make sure you are using the correct password (passwords ARE case-sensitive), also make sure your account is not suspended for non-payment.
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Problem: I get an error message saying “Access denied because username and/or password is invalid on the domain.”
Solution: You should reenter both your Access US username and password. When typing in your username be certain that you are typing it all in lowercase. If your caps-lock key is turned on, you may be typing in all upper-case letters without knowing it. Turn off your caps-lock key and try retyping the username. You username should also include your @accessus.net domain. For example if my login name is johndoe, my username when connecting is johndoe@accessus.net. Your password is also case-sensitive. This means that if you signed up with a password of AbC123eF, be certain that the A, C and F are in capital letters and the b and e are in lowercase (this solution works in all versions of Windows including 95, 98, 98SE, ME, 2000, NT as well as XP).
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Problem: I get an error message saying “Incorrect dial-up number entered for area.”
Solution: Check to make sure the phone number your computer is dialing is correct. To check, do the following:
1. Click Tools.
2. Click Preferences.
3. Review the phone number listed as Primary.
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Problem: I get an error message saying “The computer is not receiving a response from the modem.”
Solution: Restart the computer. If the problem is not resolved, you may want to try to reinstall the modem. If this dos not fix the problem you might need to replace the modem.
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Problem: I get an error message saying “The modem is already in use”
Solution: Usually, this means that your computer is already connected. If you are not connected to the Internet, please restart the computer.
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Problem: I get an error message saying “The modem is not found
Solution: This usually means that the modem is not installed properly. Please remove all modems and drivers, and re-install your modem.
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Problem: I get an error message saying “The modem could not detect a dial tone.”
Solution: This usually means that your phone line is already in use, or that there is a problem with the phone line. Please check that there is a dialtone on the phone line. If there is no dialtone, you will need to contact the phone company. If there is a dialtone, you will need to check the connections and the modem.
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Web Browsing Problems
Problem: When you try to surf the internet you get a message like Access Denied from accessus.net asp or similar.
Solution: If you are a premium dial-up user re-install your accelerator and make sure you are using the correct access code. If you’re a former premium dial-up user uninstall your accelerator by going to Control Panel – Add Remove Programs and removing the accelerator software.
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Problem: The webpage I’m trying to get to will not come up.
Solution: This can be caused by your privacy or security settings on your computer. Please set the security and privacy settings of your browser to their default levels. If this does not help, please turn off any firewalls or pop-up blockers, and see if that helps.
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DSL Problems
For help setting up your DSL, please view our DSL Setup Page
Problem: I can not get anywhere on the Internet.
Solution: Please check the status of the ‘DSL’ ‘Link’ or ‘WAN’ light on the front of your modem. If the light is blinking, please try restarting the modem. If the light does not turn steady after 5 minutes, please call out Tech Support Dept for help.
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Problem: I have a solid link light on my DSL modem, but I can not get to any webpages.
Solution: There can be many causes for this problem. The first thing to try is to shut off the DSL modem and let it sit off for 10 seconds, and then turn it back on. This can fix many DSL outtages since the modem just needs to reconnect to your DSL signal.
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Problem: My connection keeps dropping and then coming back.
Solution: Please check any routers that you have in place, and make sure that it is not the router that is dropping the connection. This is the most common problem.
If you have had your DSL for a while, the modem may be starting to go bad. Contact us and we can discuss the options for getting you a new modem.
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