Internet Connection - setup information, dial-up numbers, etc.
Hosting - setup instructions and information for Smarthost and members accounts
Email - setup and account information for WTC and domain accounts
Troubleshooting - tips from the technical support staff

Internet Connection

Quick info: local dial-up numbers, DNS, etc.
National dial-up numbers
Setting up your dial-up connection (PC)
Setting up your dial-up connection (Mac)
Setting up your DSL connection (PC: Windows 98, ME, 2000)
Setting up your DSL connection (PC: Windows XP)
Setting up your DSL connection (Mac: OSX)
Setting up your DSL connection (Mac: OS 8.x, 9.x)
Setting up your DSL kit (Where do these cables go?)

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Hosting

Quick info: FTP servers, SQL servers, etc.
Setting up your Smarthost hosting package
Setting up your free members webspace

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Email

Quick info: mail servers and account setup
Setting up your email in Outlook Express
Setting up your email in Eudora 6.x
Setting up your email in Netscape
Setting up your email in Outlook 2002 and 2003

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Troubleshooting

Connection: Dial-up

Why is my dial-up connection slow?
Why do I keep getting disconnected?

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Connection: DSL

I can connect, but I can't get to websites
Why am I getting error 678 in Windows XP?
Why am I getting error 769 in Windows XP?
Why do I keep losing my connection?
There is static on my phone line
Why is XP telling me that I have "limited or no connectivity"?
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Email:

Can't connect to mail server: host not found
Can't connect to mail server: timeout, error 0x800ccc0D, 0x800ccc0E, etc.
Can't connect to mail server using secure password authentication
My mail is starting to download, but getting stuck on one message
Why am I getting the same messages over and over?
Why can't I open attachments in Outlook Express?
Where is all this spam coming from?

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Hosting:

I can get to my site, but no one else can
My site is suddenly unavailable and I can't send or receive domain email

Internet Connection

Quick Info:

Dial-up number: 273-5009
Alternate dial-up number: 547-5009 (if you can not dial Westport locally)
DNS primary (optional): 205.189.48.3
DNS secondary (optional): 205.189.48.6
Proxy server (optional): proxy.kingston.net Port: 8001
POP server: kingston.net
SMTP server: mail.kingston.net
News server: news.kingston.net

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National dial-up numbers:

Ontario | Québec | Alberta | Manitoba | Saskatchewan | Nova Scotia | British Columbia | New Brunswick | Newfoundland | IKWORLD

Dial-up Location in Canada	Dial-up number
Ontario
Barrie	705-721-1210
Belleville	613-966-6435
Brantford	519-750-1049
Brockville	613-345-0760
Chatham	519-352-2353
Clinton	519-482-8543
Cobourg	905-377-1931
Cornwall	613-932-3941
Elliot Lake	705-461-7681
Guelph	519-766-4740
Haliburton	705-457-9081
Hamilton	905-546-0162
Huntsville	705-788-3212
Kingston	613-273-5009
Kingston Area	613-547-5009
Kitchener	519-743-1192
Lindsay	705-324-0667
London	519-438-5568
Newmarket	905-830-9873
North Bay	705-474-9235
Oshawa	905-571-1983
Owen Sound	519-371-3981
Ottawa	613-236-3813
Pembroke	613-735-8280
Peterborough	705-745-3067
Sarnia	519-332-1383
Sault Ste. Marie	705-254-7576
Ste-Catharines	905-684-4558
Sudbury	705-669-0620
Thunder Bay	807-623-1352
Toronto	416-681-0302
Windsor	519-256-6431
Québec
Chicoutimi	418-696-2062
Drummondville	819-472-1584
Granby	450-777-8066
Joliette	450-759-3147
La Malbaie	418-665-7637
Montréal	514-350-5443
Québec	418-694-7073
Rivière-du-Loup	418-860-4338
Roberval	418-275-1649
Sherbrooke	819-829-9700
Sorel	450-743-8190
Ste-Agathe	819-321-2394
Ste-Hyacinthe	450-773-9308
St. Jérôme	450-432-5853
St. Jovite	819-425-6326
Thetford Mines	418-335-9146
Trois-Rivières	819-694-1073
Valleyfield	450-373-7422
Victoriaville	819-752-4781
Alberta
Calgary	403-237-7350
Edmonton	780-420-6159
Red Deer	403-755-7999
Fort MacMurray	780-747-7999
Grand Prairie	780-833-7999
Medicine Hat	403-488-7999
Manitoba
Winnipeg	204-957-5505
Saskatchewan
Regina	306-545-8171
Nova Scotia
Halifax	902-454-6133
British Columbia
Abbotsford	604-277-7004
Kamloops	250-434-7000
Kelowna	250-448-7042
Prince George	250-277-7004
Vancouver	604-602-4929
Vernon	250-275-7007
Victoria	250-220-7005
New Brunswick
Moncton	506-382-5146
St-John	506-635-5752
Newfoundland
St-John's	709-739-6619
IKWORLD
1-866-IK-WORLD (1-866-459-6753)	$0.08/minute
1-877-982-3425	$0.08/minute

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Setting up your dial-up connection (PC):

All supported versions of Windows have an Internet Connection Wizard built in. Here is how to use it to set up your dial-up connection.

• Click START
• Click RUN
• Type: inetwiz
• Tell the wizard that you will be connecting using your phone line
• Enter your location info (if prompted - will only appear when setting up dial-up for the first time)
• Enter the dial-up number
• Enter your login ID and password
• Enter a name for the connection

It will then ask you if you would like to set up your email. If you have not yet created your email address with us or if you do not wish to use Outlook Express: click no, click next, then click finish. If you require additional info for setting up email, click here.

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Setting up your dial-up connection (Mac):

1. Open the Mac hard drive.
2. Browse to: Applications > Utilities > Assistants > Internet Setup
3. Run the Internet Setup Assistant. It will ask if you would like to continue. Click yes.

The Internet Setup Assistant Introduction Dialog box will appear. Use the following information to complete the steps that the wizard will take you through:

Domain Name Servers (DNS):

205.189.48.3 (Primary)
205.189.48.6 (Secondary)

Type of Configuration: PPP (we do not use any special configuration scripts if the Wizard asks)

Host Name: Internet Kingston

ISP Phone Number: 613-273-5009 or 613-547-5009

POP server: click here
SMTP server: click here
news server: news.kingston.net

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Setting up your DSL connection (Windows 98, ME, 2000):

1. Insert the Internet Kingston setup CD
2. Select Turbo DSL
3. Select the PPPoE icon (Enternet 300)
4. Install the program, choosing the "Quick Install" option
5. Restart computer after install if required
6. Double-click the Enternet 300 icon on your desktop
7. Double-click Create New Profile
8. Give it the required information, such as username and password
9. Complete the profile wizard, and you will have a new icon in the Enternet Profile manager
10. Double-click this icon to connect

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Setting up your DSL connection (Windows XP):

1. Click on Start, then click on Control Panel.
2. Click on Network and Internet Connections, then click on Network Connections. (if in classic mode, simply click on Network Connections).
3. Click on Create New Connection. This will start the New Connection Wizard. Click on Next on the Welcome Screen.
4. Ensure that Connect to the Internet is selected, then click on Next.
5. Choose Set up my connection manually, then click on Next.
6. Select Connect using a broadband connection that requires a username and password, then press Next.
7. Type Internet Kingston as the name of the connection, then click Next
8. Type in your login name, and also fill in your password in both the Password and Confirm Password fields.
9. Once you have clicked on Next from the User Name and Password screen, you will see the finish screen. You may wish to enable the option to create a shortcut for your connection. Once you have done that, click Finish

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Setting up your DSL connection (Mac OSX):

1. From the Apple menu, choose System Preferences
2. From the View menu, choose Network
3. Choose Built-in Ethernet from the Show pop-up menu (the Configure pop-up menu prior to Mac OS X 10.1)
4. Click the TCP/IP tab, if necessary
5. Choose Using DHCP from the Configure pop-up menu
6. You can ignore the DHCP Client ID field and the Search Domains field, but enter 205.189.48.3 and 205.189.48.6 as the DNS
7. Click Apply Now
8. Open a Web browser or other TCP/IP application to test your connection to the Internet

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Setting up your DSL connection (Mac OS 8.x, 9.x):

1. Download MacPoET here. Save it to your desktop.
2. Double click on the MacPoET Installer.SIT icon.
3. If "error -44" appears, click "Okay". If any other error occurs, leave the message on the screen and call technical support at 613-547-6939, option 2.
4. Select your hard drive or a folder and click "select xxx" where xxx is the name of your hard drive or folder.
5. Open the folder or the hard drive you saved the MacPoET installer in.
6. Double click the MacPoET Installer icon.
7. Drag the Install MacPOET icon onto the drive you would like to install it on. (It should immediately begin the installation process).
8. Click the Restart button when prompted.
9. After reboot, Double click on your hard drive.
10. Double click on the MacPoet folder icon.
11. Double click on the MacPoet icon.
12. Enter your username and password and click the box "Save Password" if you wish.
13. Click the "Connect" button. After a few seconds, you should be connected.
14. Use the Internet like you normally would.
15. To disconnect, press the disconnect button.

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Setting up your DSL kit

Since there are several different modems, these instructions will be generic. If you require specific instructions, please contact Support at 547-6939 or 273-6939, option 2.

With your DSL kit, you have received:

• DSL modem
• Power supply
• Ethernet cable
• Telephone cord
• Two line filters (either one-piece, or two-piece with included phone cord)

You must have a line filter on each telephone, and any other device that plugs into the phone jacks in your home EXCEPT FOR THE DSL MODEM. This includes fax machines, answering machines, alarm systems, panic buttons, etc. If you have received the one-piece filters, plug the phone cord end into a phone jack, and plug your telephone into the jack in the filter. If you have received the two-piece filters (one filter and one phone cord), plug the phone cord into the jack marked "line", and the other end into the wall jack. Plug your phone into the filter jack marked "phone".

Here's how you plug it all in:

• Run the ethernet cable from the jack at the back of the DSL modem to the jack in the network card in your computer. The ethernet cable looks like a thick phone cord, and will only fit into one jack on the back of the modem. If it fits, it's in the right jack. The jack on the back of your computer will look like a large phone jack, and will usually have a small light or two beside it.
  
• Run the phone cord from the back of the DSL modem to a phone jack. Make sure you plug the phone cord into the right jack in the DSL modem, as it will fit into the wrong jack. It's best to plug in the ethernet cable first, so the one left over will be the phone jack. Make sure there are no filters in the path from the DSL modem to the phone jack. Also, try to avoid long extension cords. If you absolutely have to run a long cable, instead purchase a long ethernet cable and keep the phone cord short.
  
• Plug the power adapter into the back of the modem, and its other end into an electrical outlet. The power cord will only fit properly in one jack, so this one is hard to mix up.

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Hosting

Quick info: FTP servers, SQL servers, etc.

Hosting FTP server hostname: megaftpservers.com
Hosting MySQL server: megasqlservers.com
Hosting login name: (your domain)

Members FTP server hostname: members.kingston.net
Members login name: (your username)
URL: members.kingston.net/username (replace "username" with your username)

Primary DNS: adan.kingston.net (205.189.48.3)
Secondary DNS: border1.kingston.net (205.189.48.6)

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Setting up your Smarthost hosting package

Please note:
When you see: yourdomainname
Replace it with your domain name.

When you see: yourpassword
Replace it with your password.

This document contains basic setup instructions and details on the features of your web hosting package. Topics covered by this email include:

1. Accessing your WebsiteOS (your website control panel)
2. EasyMail Setup
3. FTP instructions and uploading using Microsoft FrontPage
4. Previewing your Site
5. Extra Costs and Additional Services.

1. WebsiteOS (Your Website Control Panel)
-------------------------------------------------
Each account comes with access to a web based control panel. This utility allows you to manage your account through your web browser. Your control panel is accessible here (hosting.smarthost.org/OS4)

Use the following information to log in:

Domain: yourdomainname
Password: yourpassword

Once logged into the WebsiteOS, you will find many powerful tools to use for your domain name and hosting account. Each function of the WebsiteOS comes with its own detailed Help menu. You can access help by clicking on the "?" located on
the top right corner of each function. Click the blue book at the top right of WebsiteOS to bring up the whole help file.

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2. EasyMail EMAIL SETUP
-----------------------
Your email accounts are managed through the WebsiteOS for each individual domain. To create your new email accounts, you first need to log in to the WebsiteOS with the login information for the domain. Then click on "Email" and then "EasyMail Setup." This function allows you to create, delete, forward and change the passwords of EasyMail accounts.

To configure your email program (i.e. MS Outlook, Netscape Communicator, Eudora) to receive your email, use the following information.

POP (incoming) server: mail.yourdomainname (make sure you end it with the appropriate .com, .ca, etc.)
SMTP (outgoing) server: mail.yourdomainname (make sure you end it with the appropriate .com, .ca, etc.)
Username or Login: user.yourdomainname (note there are NO @ signs)
Password: the password assigned to that particular email address

To check your mail online, use our web based email client by clicking on the "webmail login" at:

http://webmail.smarthost.org

Using your email address and password, you may check your mail anywhere in the world.

Please keep in mind that your email will not function correctly until the domain name propagation process is complete. This typically takes 24-48 hours from the day you register the domain.

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3. Uploading Your Site / FTP Instructions
-----------------------------------------
Your home page must be called one of the following: index.htm, index.html, index.shtml, index.phtml or index.php.

SIDE NOTE: If you would like to change the default home page by creating an .htaccess file in your public directory and including the following line of code:

DirectoryIndex index.cfm index.asp index.htm index.html default.htm home.htm default.asp index.phtml

Any files (other than CGI scripts) that are to be viewed by the public should be placed in your "public" directory (or a subdirectory of "public"). If you place files in a directory other than "public," only you will have access to them. CGI scripts must be placed in your "cgi-bin" directory.

If you are using Microsoft FrontPage to design and publish your website, it is essential that you follow these instructions:

Using your browser, go to

http://hosting.smarthost.org

Log into the WebsiteOS with your domain and password (as explained above). In the WebsiteOS, click on "Site Builders" from the menu on the left. Click "FrontPage Manager," and it will be displayed. Click the "Install" tab. You will be prompted to set up a FrontPage password. The FrontPage password is independent of your domain password. It is used exclusively for accessing your FrontPage web with the FrontPage client. Enter and confirm the password, then click the "Submit" button. After reading the warning message concerning FrontPage restrictions, click the "Install" button again and the extensions will be installed on your domain.

Publishing your FrontPage Website to the server

Once you've finished editing and saving your website, go to FILE and PUBLISH. The address you want to publish to is your domain in the form of yourdomainname.

You will be asked for a username and password. The username is yourdomainname, and the password is the one you set for FrontPage.

Foldername: yourdomainname
Username: yourdomainname
Password: FrontPage password you supplied

You have now uploaded your website!

Please note that you can not upload MS FrontPage sites with a regular FTP client. To upload a FrontPage website you must use the FrontPage client (see above).

You will not be able to publish your website from FrontPage using the method above until DNS propagation is complete. This process typically takes 24 - 48 hours from the time you register your domain (see above). To publish content before DNS propagates, please using the following settings:

Foldername: yourdomainname.previewmysite.com
Username: yourdomainname
Password: FrontPage password

Internet Kingston provides NO SUPPORT for Microsoft Frontpage.

To upload your files with FTP you will require FTP software. You can download your own FTP client by clicking on Webmaster Tools and choosing FTP Applications. We suggest Filezilla.

Here is the information you will require to configure your FTP client, substituting your domain name for "yourdomainname":

Host Name / Address: megaftpservers.com
User Name: yourdomainname
Password: yourpassword

Once connected, you will see the following directories :
cgi-bin
logs
private
public

Double click the public directory to open it, and upload your files to this folder.

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4. Previewing Your Site
-----------------------
If you are transferring a domain to our servers and wish to upload and preview your site before DNS propagation, our preview feature allows you to do so.

To upload your site before the DNS propagates, follow the FTP instructions above.

Host Name / Address: megaftpservers.com or 216.251.32.98
User Name: yourdomainname
Password: yourpassword

Once everything is uploaded in the public directory, you can preview your site by visiting the following site:

http://www.previewmysite.com/yourdomainname

If you are using FrontPage, you can preview your site by uploading the website to the following address, and using the same address to preview your website.

http://yourdomainname.previewmysite.com

Links using absolute URLs will not work when you preview your site, because DNS has not propagated. For example: This link will not work.

<a href="http://yourdomainname/images/yourimage.gif">

Relative URLs, however, will work properly. For example:

This link will work.

<a href="images/yourimage.gif">

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5. Extra Costs and Additional Services
--------------------------------------
Please visit us at http://www.kingston.net/page_22.html

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Setting up your members webspace

Before we begin, ensure you have requested your web space.

1. You need to design your web site. We strongly suggest a book on HTML and/or web design. You can find many of these books at Indigo or other fine bookstores.

2. It is very important that you name your main page or homepage "index.html" or "index.htm" (without the quotes). This is because the computer needs to know which is the main page, and this has become the common naming convention.

3. After you have made your web page(s), you need to send them to our server. To do this, you need an FTP (File Transfer Protocol) program. We suggest Filezilla. If you would like to learn more about FTP and how it works, check out FTP Planet.

The settings you need for your FTP program are as follows:

Profile name: members.kingston.net
server (hostname): members.kingston.net
username: same password as your main connection username
password: same password as your main connection password

Do not add anything to the default remote directory section of your FTP program
You can safely ignore the rest of the settings and options in your FTP program.

Once this has been done, you will want to view your new website in your web browser. Your URL would be http://members.kingston.net/<username>

What you get with your free personal webspace:
1. 5MB of space for your files
2. No CGI or FrontPage access

Please note: If you are experiencing a problem with your website, feel free to contact technical support. However, Internet Kingston provides NO support for HTML issues.

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Email

Quick info:

Internet Kingston mail servers:
POP server: kingston.net
SMTP server: mail.kingston.net
username: everything before the "@" in your email address

Smarthost mail servers:
POP server: mail.yourdomainname.tld (for instance, if your domain is bob.com, the mail server would be mail.bob.com)
SMTP server: mail.yourdomainname.tld (same format as above)

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Setting up your email in Outlook Express

1. Open Outlook Express
2. Click Tools
3. Click Accounts
4. Click the Mail tab
5. Click Add, and select Mail
6. Enter display name (for instance, your full name or the family name) and click next
7. Enter your email address, and click next
8. Choose POP3 as the server type
9. Enter the incoming and outgoing mail servers as specified here (do not check "secure password"), click next
10. Enter your account name in the way that is outlined here
11. Enter the password, click next then click finish
12. Click close

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Setting up your email in Eudora 6.x

1. When you launch Eudora for the first time, you will be stepped through the New Account Wizard which will allow you to set up Eudora as your default email client. At the first screen, simply click next
2. Leave the default choice, create a brand new email account selected and click next
3. Type in your name in the your name field and click next
4. Enter your email address and click next
5. Enter your the username in the way outlined here as the login name and click next
6. Enter the incoming server as outlined here. Leave the default POP selected as the type of server. Then click next
7. Enter the outgoing server as outlined here. Then click next
8. Click finish

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Setting up your email in Netscape 6.x and 7.x

1. Open Netscape, and go to Window | Mail & Newsgroups
2. Click Edit and choose Mail & Newsgroups Account Settings
3. Click on the Add Account button
4. Select Email Account and click Next
5. Type in your name as you would like others to see it and your email address, then click next
6. Select POP3 as the server type
7. Set incoming and outgoing mail servers as specified here and click next
8. Enter your username in the way specified here and click next
9. Enter the name by which you want to refer to the account, then click next
10. Verify your account settings, then click Finish and OK

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Setting up your email in Outlook 2002 and 2003

1. Open Outlook
2. Click on Tools
3. Click on Email Accounts
4. At the new window that opens, select add a new e-mail account then click next
5. Select POP3, then click next
6. Fill in the field for your name, email address and password. Click here for the server settings.
7. Click OK, next, then finish

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Dial-up troubleshooting

Why is my dial-up connection slow?

This is a common question at any ISP, and a question that has many answers. Here is a checklist of a few things that can cause slow dial-up speeds. Because there are so many variables, it's usually best to contact Support by phone in such a case. Before doing so, however, check the following:

• Avoid long telephone extension cords. They are usually of a fairly poor quality, and significantly weaken the signal strength.
  
• Avoid splitters if possible. If you need to plug a phone in, use the extra jack in your modem instead.
  
• If your phone line is going through a surge suppressor, try without it. These can also weaken the signal.
  
• Make sure your computer's system resources are at least 80%. This is especially important for today's very low quality software modems that come standard with most computers.
  
• Pick up your phone, dial a number, and listen. Static and/or crackling? Possible phone line problem.
  
• Try an initialization string for your modem. Our magic one is at&f&c1&d2, but it will not work for all modems. Ask support for more details about initialization strings (include modem type and operating system in your email). We will give you detailed instructions on which init strings to try, and where to enter them.
  
• Heavy network traffic can be an issue sometimes. It is not so much a factor on our end, as our line-to-customer ratio is higher than many ISPs and we have a substantial amount of bandwidth, but if many people around the world are accessing a certain site at the same time, you may notice slowdowns and time-outs - especially if the server the site resides on cannot handle the traffic. Try a few other sites located elsewhere in the world before assuming your entire connection is slow.
  
• Reboot your computer. Give it a try, it usually works wonders.
  
• Get rid of Internet Explorer's automatically detect settings. Open Internet Explorer, click Tools | Internet Options, and click the settings button. Remove the check from automatically detect settings.
  
• Get rid of Internet Explorer. Mozilla's Firefox is much faster, much smaller, and much less of a resource hog. It's also more immune to spyware (which can bog down a machine), and you can kiss annoying pop-up ads goodbye.
  
• Use free programs like Ad-Aware and Spybot Search & Destroy to scrub your computer clean of spyware. Spyware runs in the background, slowing down your internet connection and your computer in general. Many programs come bundled with spyware and adware that is often installed without the end user knowing. For instance, Kazaa has at least nine flavours of spyware alone, including a decidedly pesky one called NewDotNet (which if removed improperly can leave your computer unable to surf the internet at all).
  

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Why do I keep getting disconnected?

Disconnection problems can happen because of the same reasons as slow speed problems. In addition to the following checklist, please look here for modem troubleshooting ideas.

• An option in Outlook Express is the number one cause of calls to tech support about dropping connection when you don't want to. Try this before anything else if you use Outlook Express:
  
  • Open Outlook Express.
  • Click Tools
  • Click Options
  • Click the Connections tab
  • Uncheck hang up after sending and receiving
  • click OK
    
• Call waiting is also a common cause for disconnecting. If you wish to disable call waiting while on the internet, add "*70," (star, seven, zero, comma) before the dial-up number in your dial-up connection. This will disable call waiting for the duration of your internet connection, and it will automatically be re-enabled when you disconnect from the internet.
  
• If your connection is idle for more than 30 minutes (zero data passed back and forth), our server will drop your connection. However, because so many programs chatter to the internet looking for updates and information, it is very seldom that your connection is every completely idle, so idle disconnection dropping is becoming much less common. Our servers also have a session limit of 10 hours, as the modems need to recycle. Your connection will drop after 10 hours, but you are free to reconnect right away.

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DSL troubleshooting

I can connect, but I can't surf

There are a couple of common reasons for this problem:

• Malware (aka spyware, adware) has now become the number one reason for DSL surfing problems. DSL users are much more likely to have music sharing software than a dial-up user, and thus much more likely to be infected with the spyware that is included with most music sharing software. For instance: if you are using Kazaa, you have agreed to be infected with: Gator, Cydoor, Altnet, P2P Networking, MyBar Search Toolbar, and a particularly nasty one called NewDotNet - which if removed improperly, it renders the internet connection totally unusable. Uninstall Kazaa and clean your computer with Spybot Search & Destroy and Ad-Aware. This software will catch most spyware, but there are some particularly tricky ones that require a tech to remove. We offer a spyware removal service for a flat rate of $39.95 +tax.
  
• Internet Explorer might be looking for proxy settings. This can cause surfing to be slow or impossible. Here is how to find out of Internet Explorer is not configured properly in this way:
  
  • Open Internet Explorer
  • Click Tools
  • Click Internet Options
  • Click the Connections tab
  • Click LAN Setting
  • Make sure automatically detect settings is not checked.
  • Click OK, then OK again
    
• Your firewall is interfering with your browser and other internet programs. If you have installed a third-party firewall, try disabling it for troubleshooting purposes. If this solves the problem, then you should consult your firewall's documentation to find out how to remove programs (such as your browser) from your firewall's block list. If you are using Windows XP, check the following:
  
  • Click START
  • Click control panel (or settings | control panel if in classic mode)
  • Go into network connections (or network and internet connections | network connections if in category view)
  • Right-click on your Internet Kingston connection and go to properties
  • Click the advanced tab
  • Turn off the Windows Firewall
  • Click OK
    
• If you are using Windows XP, try a TCP/IP reset. This can be done like so:
  
  • Click START
  • Click run
  • Type the following in the box: netsh int ip reset reset.log
  • Click OK
  • You will notice a box pop up for a couple of seconds, then vanish. Restart your computer and try again.
    

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Why do I get error 678 in Windows XP?

Wired magazine has called Error 678 "the 666 of DSL users". It is sometimes easy to solve, but there are certain cases that have no resolution except to use a router, or even re-install Windows XP. Here are troubleshooting steps to try first:

• Try a TCP/IP reset
• Recreate your connection
• Make sure the modem has sync (look for the light labeled line sync, SYN, or ADSL link)
• Make sure the modem is connected to the computer properly
• Try powering down both the computer and modem for a minute or two.

If you have installed a version of Enternet 300 that is not compatible with Windows XP (the one on our setup CDs version 5 and 6 is not compatible with XP, and should not be installed on an XP machine), you may have corrupted XP's PPPoE functionality. If this has happened and none of the other steps above work, your only course of action may be to reinstall Windows. However, it would be a good idea to contact tech support for advice first. We cannot help you reinstall Windows, but we might be able to help you avoid it.

Why am I getting error 769 in Windows XP?

This error is most commonly caused by your Local Area Connection being disabled.

• Click START
• Click control panel (or settings | control panel if in classic mode)
• Go into network connections (or network and internet connections | network connections if in category view)
• Right-click on Local Area Connection, and click enable

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Why do I keep losing my connection?

There are two types of disconnections with DSL:

• Modem loses sync
• Modem does not lose sync

If the modem is losing sync when you disconnect, here are some troubleshooting steps to follow:

• Make sure there is no filter in the path from the DSL modem to the phone jack
• Make sure all other phones, answering machines, fax machines, alarm systems, etc. are filtered
• Try to avoid using long telephone extension cords (use a long network cable instead if you have to)
• If your phone cord runs through a power bar, try bypassing it. Power bars can reduce signal strength.
• Try a different phone cord from the DSL modem to the phone jack
• If you are still losing sync, contact Support

If the modem is not losing sync when you are dumped offline, it is quite commonly a resource proplem on your computer. However, try the above steps first just to be sure. Resource problems are often caused by spyware and older computers, and also poorly written operating systems like Windows ME that mismanage the computer's resources. Contact support for ideas about how to free up system resources for a more solid connection. Support can also find out your line quality to see if the problem may be with Bell's phone lines or with internal wiring.

There is static on my phone line

When your DSL service is provisioned, the phone provider adds a signal to your line. This signal can sometimes cause a high-pitched noise in the background when your modem is plugged in and powered on. This noise is normally muted or greatly reduced by the filters, but in certain cases the noise remains. Here are some things to try before contacting the phone company:

• Determine if the problem is just on one phone, or if it's on all phones. If just one phone, try a different filter on the offending phone. If a filter swap makes a difference, it is probable that the filter you are using on that phone is faulty. Bring it back to us for replacement
• Make sure all phones are filtered
• Try different phone cords

If the problem remains, contact your telephone provider.

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Why is XP telling me that I have "limited or no connectivity"?

For some reason, dynamic DSL accounts will cause XP to display this message even if the connection is just fine. It's nothing to be concerned about, but it is a little annoying. If you are getting this message and have no problems with your connection otherwise, here is what you do:

Double-click on the Local Area Connection icon in the system tray and the "Network Connections" window will appear.

Double-click on the Local Area Connection icon in the "Network Connections" window and the "Local Area Connection Properties" window will appear.

On the General Tab, uncheck "Notify me when this connection has limited or no connectivity".

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Email Troubleshooting

Can't connect to server: Host not found

• Make sure you are connected to the Internet
• Make sure you have the mail server names entered correctly into your mail program
• try disabling your firewall and trying again

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Can't connect to mail server: timeout, error 0x800ccc0D, 0x800ccc0E, etc

• Make sure you are connected to the Internet
• Check your account using webmail on your Internet Kingston or Smarthost account to see if you have a large file that is bottlenecking the transfer. If so, you can delete the email from the server before trying the download again.
• Disable your firewall for troubleshooting purposes.
• If you are using virus scanning software, try with the email scanning disabled. Virus scanners (especially Norton) can often slow down email transfer to the point that it becomes almost useless. Make sure that you leave the software's auto-protect feature on, however. If this solves the problem, see if the virus software has any new updates. Sometimes an update is released that is flawed, and it will block the transfer of email. A fixed update is usually released within a few days.
• Make sure you are using the correct mail server
• Restart the computer and try again
• Recreate your email account in your mail program

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Can't connect to mail server using secure password authentication

This error will most commonly crop up in Outlook Express, and it is always because of an email account not being set up properly. Here is how to fix it:

• Open Outlook Express
• Click Tools
• Click Accounts
• Click Mail
• Highlight your account, click Properties
• Click on the Servers tab
• Uncheck log on using secure password authentication
• Click OK
• Click Close

If you have received a similar error using a different email client, please contact tech support.

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My mail is starting to download, but getting stuck on one message

Your email program will download the first few messages, and then just get stuck. This happens sometimes on dial-up, and it is almost always due to a very large message blocking all the email behind it. Here is what you can do:

• Try turning off your antivirus program's email scanning first. Make sure you leave the auto-protect on. Email scanning can really slow down email transfer, especially when transferring large files.
• Surf a couple of pages on the web while downloading. This keeps the transfer flowing and might help with your download come through
• Remove the message using webmail for your Internet Kingston or your Smarthost email accounts. Log in using your email address (or the first part of if for Internet Kingston email addresses) and the corresponding password. You will have the option to delete messages here).
• If there are no large messages, but it is still getting stuck, it could be a corrupt message on the server. This is rare, but it happens. Log in to webmail as above, and look for the first message that you do not recognise. Delete it.

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Why am I getting the same messages over and over?

There are a few reasons why this will happen. Here are the possible reasons, and what you can do to fix it:

• Your email program is set to leave mail on server. This is against our terms and conditions, and if your mail program is set to do this, our server will "push" all of your mail at you every time. If you are unsure how to check this setting, please let us know what you use for an email program and we will let you know how to fix it
• You are using Outlook 2002. There is a bug in this software that will do this. The fix is to upgrade MS Office to service pack 3.
• You are using software on your computer that acts as a "spam killer". Software like this leaves messages on server and you will experience the same result as leaving mail on the server
• You have a large message that is bottlenecking mail transfer. If a message gets "stuck" and does not complete the download, your email program will keep starting over.

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Why can't I open attachments in Outlook Express?

For extra security, Outlook Express contains a feature that blocks all file types that have the potential of containing a virus. It does not scan the attachments, it just blocks them. If you have an up-to-date virus scanner, it is safe to turn this feature off. Here is how:

• Open Outlook Express
• Click on Tools
• Click on Options
• Click on the Security tab
• Uncheck "do not allow attachments to be opened that might potentially contain a virus"
• Click OK

You will now have access to any attachment that you have been sent.

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Hosting troubleshooting

I can get to my site, but no one else can

• Make sure your domain's name server settings are pointed to the right place
• Make sure that your domain has not expired

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My site is suddenly unavailable and I can't send or receive domain email

• Can anyone else get to the site? If not, this is usually because the domain name has expired or the account has been suspended due to non-payment. Please contact the billing department to verify.

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Where is all this spam coming from?

A lot of our customers have been noticing an increase in unsolicited email ("spam"). Spammers are constantly coming up with new technology to bypass the Postini spam filters. For instance, displaying the advertising in the form of an image as opposed to text that the Postini filters are able to scan. Another trick is to include a string of random characters after the image which will be different for every recipient. This makes it look like the message is unique, and has more of a chance to bypass the filters.

There are a few things you can do to help stop the flow of spam (this is assuming you have the Postini service activated on your account):

1) First and foremost, if you have never logged in to your Postini message centre (but have enabled it in Client Care), it will not be activated. Please visit http://login.postini.com and sign in using your full email address and the password for that account. Postini will now be activated. If you are having problems here, please email support.

2) Filter settings: Postini has five filters. They are: Bulk Mail, Sexually Explicit, Racially Insensitive, Get Rich Quick, and Special Offers. By default, the Bulk Mail filter is set to "lenient" and the others are set to "off". These filters are easy to adjust. All you need to do is visit your Postini Message Centre at http://login.postini.com and click on the Junk Mail Settings link near the top of the page. Place the dot in one of the five strength settings from OFF to AGGRESSIVE. Save your changes.

3) Never reply to a spam message that says "click here to be removed from list" or something similar. Some advertisers will honour this, but most will just use it to validate your email account, and sell it to other advertisers.

4) "Munge" your email address if you post in newsgroups. In your news account settings, change your email address to something like customerNOSPAM@NOSPAMkingston.net, and sign your messages with something like "customer at kingston dot net". Posts on newsgroups are a primary source of email addresses for spammers. If you do not use newsgroups, disregard this step.

5) The same can be said for posting your email address anywhere on the web, including guestbooks, forums, etc. The addresses are harvested by spammers. Use your discretion. Also, if you enter your email address when sending an "eCard", sign up for any dating sites, etc., you will get spam - and tons of it.

6) Request a longer, harder to guess email address. A favourite technique of spammers is the "dictionary attack", in which they will try to guess every address at the @kingston.net domain. Someone with an address of me@kingston.net is going to receive a lot more spam than someone with an address of n8m45h6@kingston.net.

7) Keep in mind that online stores may sell your email address. Internet Kingston allows you to have between 1 and 5 email addresses, depending on the package you have. It would be a good idea to request an additional email address for use for shopping on the web, etc. You can use another address for personal correspondence and only give it out to people you know.

8) If someone forwards you an email with your address in the TO: field (along with 10 other people) and asks you to forward it to ten of your friends, your email address will exponentially propagate to the rest of the world. If the email was forwarded to 10 people by every person that it is forwarded to, your email address will be known by one million people over just a few generations of forwarding. Please use the BCC: field (blind carbon copy) when forwarding messages to block others from seeing everyone you send it to, or better yet - do not forward it at all.

9) Please forward all spam that slips by the filters to spam@kingston.net - this is forwarded to Postini, and it helps them fine tune the filters so more spam can be blocked.

10) Finally, please read this article. It offers in-depth information on why you get spam, explanations of some of the techniques I have outlined, and multiple tests and results. http://www.cdt.org/speech/spam/030319spamreport.shtml

If you have further questions, feel free to contact Internet Kingston at:

547-6939 option 2
273-6939 option 2
or
support@kingston.net

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