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Frequently Asked Questions
» sudden disconnects
» frequent disconnects
» 'Page cannot be displayed'
» 'Password Incorrect, Cannot find Server'
» 'No dial tone' or 'Can't find modem'
» 'Windows has performed an illegal operation'
» email keeps disconnecting
» email taking a long time
» email taking a long time
» email never received
» receive emails but I can't send
» downloaded a Messenger, email quit working
» unable to reply to an email
» block unwanted incoming email
» get my name to show on sent emails
» check emails while away
» use my telephone at the same time as Internet
» protection from viruses
» can't get in to renew
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Q:My Internet suddenly disconnects after I have just signed on:
» Go to the START tab located on your bottom tool bar
» Click on the CONTROL Panel or SETTINGS
» Look for the icon that says INTERNET OPTIONS and double click on it
» At the top of the box that comes up click on the word CONNECTION
» A screen will appear with a large white rectangular box in it
» Make sure that either Orillia ProNet, or Encode is typed in this box
» Underneath this rectangle are 3 small circles with statements beside them
» The only one that should be checked is the last circle that says:
'Always dial my default connection'
» If any of the other circles are checked remove the checks
» Click OK and exit this screen
Q:I have "Call Waiting" on my phone line. When I am connected to the Internet I often get "kicked off" for no apparent reason-Why?
» Double click on the icon named MY COMPUTER
» Then double click on Dialup Networking
» Look for an icon that says Orillia ProNet
» Right click your mouse button
» Click on Properties
» There should be a telephone number in this space
» Place your mouse pointer at the beginning of the telephone number and click
» Next, type *70, in front of the phone number
» Then press end on your Keyboard
» Click OK with your mouse
Q:When I sign on to the Internet it says 'Page cannot be displayed'
» Click on the Start tab located at the bottom of your tool bar
» Look for the CONTROL panel or SETTINGS tab
» Click on it
» Look for the Internet Options Icon, double click on it
» The first section should say HOME PAGE with a white bar to type in beside it
» Type in www.orilliapronet.com, or another address for the home page you would like to see when you first sign on to the Internet
» Click OK
Q:When I sign on to the Internet it says 'Password Incorrect, Cannot find Server'
» Well in this case there are a few different things to try:
» First verify your password, re-type both your user name (in lower case) and your password in CAPITAL letters
» Click ok
If that does not work, try:
» Shutting down your computer
» Wait 5 minutes then reboot
» Enter in your user name and password
If that does not work try:
» Checking your last receipt
» Is your account expired?
» Perhaps you need to renew your account
» Contact either Orillia ProNet, Encode, Downtown Computers or Computer Muskoka to renew your account
Q:When I try to sign on to the Internet it comes up with an error message about the Modem:
» If it reads as "No dial tone", or "Can't find modem", your computer will need
Servicing.
Q:I am getting the message that "Windows has performed an illegal operation
and is shutting down the program"
» This has absolutely nothing to do with your Internet service!
» It is your Operating System
» Try closing all programs and shutting down your computer
» Try restarting your computer
» If the problem is not fixed
» Try: Clicking on START
» Next click on Programs
» Next click on System Tools
» Next run SCAN DISC
» followed by Disc Defragment
» It may take a while
» Let Window's do it's job
» If this doesn't clear up the Error Message, bring it in to your local computer store to be fixed
Q:My email keeps disconnecting within minutes of signing in:
» Go to your email program (Outlook/ Outlook Express)
» Click on TOOLS on the top bar
» Scroll down to OPTIONS and click on it
» In the OPTIONS box, click on the word CONNECTION
» There should be 2 small square boxes
» If there are any check marks in them, click on them to remove each check mark
» There should be no check marks in either box
» Click OK and exit the Options tab
Q:When I am in my Email program, it will not download all of my messages, and it seems to be taking a long time!
» First of all, if you have an Anti-Virus program on your computer it could be scanning your incoming mail and taking time when doing so
» So you could try and wait for the messages to download
» Secondly, Your email only allows 10 MB of space
» If someone has sent you a large email-either a forward or a lot of photos it could be blocking the rest of your mail
» Call Orillia ProNet at 329-3949 and we can delete this message for you
Q:My email is jammed, and I have already verified that these messages are not being held at Orillia ProNet. Why are they taking so long?
» Normally it is your Anti-Virus software that is the cause of this problem
» Because it is taking it's time scanning your mail for viruses
» You can either wait to allow for the messages to slowly download
» Or Go to your anti-virus tab in the bottom left corner of your screen
» Click on it
» Choose OPTIONS
» You may have to click on your anti-virus program again
» Look for the boxes beside 'scanning for your incoming and outgoing email'
» Uncheck the boxes beside the incoming and outgoing mail lines
» This means your Anti-virus program will scan your messages after you have received them in your mailbox
» It will not affect the security of your computer
» Your Anti-Virus Protection will still work effectively
Q:I can receive emails but I can not send any out…..
» Same answer as question above.
Q:When I send an email it appears as though I have sent it, but it is never received by the person I was trying to send it to:
» Call Orillia ProNet for instructions on how to solve this matter.
Q:I downloaded a 'CHAT' program such as MSN Messenger, ICQ, Yahoo Messenger….Now my email program does not work, why?
» With any 3rd party program you must contact the company that provides it
» We do not support these programs!
» These programs will conflict with your Orillia ProNet email service
» Chat programs can be a major "pipeline" for the spread of viruses
» Make sure your Anti-Virus programs are up to date
» Also be aware that this can make your computer available for "Hackers" to make
illegal telephone calls to far away locations like Europe
Q:I am unable to reply to an email that was sent to me, and I receive a Mailer Demon/Postmaster message:
» First read the message carefully
» It should explain the reason why it has come back
» Ignore all the technical language and look for the word REASON
» Most likely the address you are sending to is incorrect
» It may be because the sender has it listed incorrectly when they sent it to you
» An example is Johnbrown@hotmail.net
» There is no such address such as hotmail.net
» This person may have had his email listed incorrectly in his computer
Q:How do I block unwanted incoming email messages?
» Outlook Express 5, 5.5 and 6 has a built in feature that can do this:
» Start your Outlook Express but don't allow it to connect to the mail server
» Next click on Message Rules
» Type ADD
» In the message space type in the persons email address you want to block
» Click OK
» Next time their message is sent to you it will go directly in your Trash Bin
» Then you can mark it has spam by clicking on TOOLS and BLOCK SENDER
» If this does not work, call Orillia ProNet and we can block it for you
Q:How do I get my name to show on the messages I send out?
» Go to your Outlook Express
» Go to TOOLS
» Go to ACCOUNTS
» Click on PROPERTIES
» On the screen that pops up in the first white bar will be where you can type in your name
» Click OK to save
Q:If I take a trip am I able to check my email while away?
» Yes you can!
» You can do this by signing up for our Roaming email located on the Orillia ProNet home page
» First you would have to register it with us by paying a One Time Only Fee of $15.00.
» To sign on you would have to go to the Roaming Email Icon located on our home page
» Next you would enter your full email address as your user name and your password in CAPITAL letters
» Remember to access your email you would have to be signed on to the Internet
» So either check out the local Internet providers there, or go to an Internet Café or the local Library
Q:Will I be able to use my telephone at the same time as my Internet ?
» No. With a dial up connection it uses the phone line to connect to the Internet
Q:How do I protect my computer from viruses?
» We recommend purchasing Anti-Virus software
» Orillia ProNet screens for viruses coming through our own mail server
» We do not guarantee that we will trap all viruses
» For example we do not scan your incoming mail if you use Yahoo or Hotmail
» You can purchase Anti-Virus software at your local computer store
» This will ensure your computer is well protected
Q:My account with Orillia ProNet is going to run out tonight. I can't get to town. What are my alternatives?
» Call Orillia ProNet at (705) 329-3949
» During our office hours Monday-Friday 9:00AM-5:30PM
» We will gladly connect you for a day or two until you can renew your account
» Also you can send us credit card information and billing instructions by email
» Our system is secure, your credit card information is safe with us
» Our email address is admin@orilliapronet.com
» You can also give your information to us by phone
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