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Frequently Asked Questions

Errors/Solutions

Numbered Error

Error 553: Domain is not in my list of RCTP Hosts (I can receive email but I can't send email)
Error 602: Port Already Open
Error 629: Port disconnected by the remote computer
Error 630: Port Disconnected due to Hardware Failure
Error 631: The Port was Disconnected by the User
Error 645: Internal Authentication Error
Error 650: Server not Responding
Error 666: Device not ready
Error 676: The line is busy
Error 677: A person answered instead of the modem
Error 678: Remote modem not responding
Error 680: There is no dial tone
Error 691: Username - Password Invalid

Unnumbered Error Messages - Alphabetical Order

Access Denied
Application Cannot Continue
Computer is not receiving a response from the modem
Configuration Error
Connection Failure - The member ID or password you have entered is incorrect
DUN (Dial-up Networking) not installed
Kernel32.DLL
Microsoft Dial-Up Adapter is not installed
Modem does not exist, is not plugged in, or is out of service
Proxy Server
TCP/IP not installed
Unable to login to the server using Secure Password Authentication
Unable to open outgoing mail file
You do not have any accounts configured for sending email

Issues with no Error Message - Alphabetical Order

I can't obtain a stable connection with US Message
I can't view Web pages
I get disconnected after sending and receiving email
My computer "Freezes" (locks up) when I use US Message


Numbered Error

Error 553: Domain is not in my list of RCTP Hosts (I can receive email but I can't send email)

This information is for Windows XP users only.

If you are able to receive email but can't send any, you may be getting a 553 error, which can be caused by a variety of reasons. The following information should help you to determine the cause of the error and offer a solution. After you perform a step, try to send mail again. If you face the same problem, move on to the next step.

  1. Have you configured your email program to not use authenticated SMTP?

    US Message does not require that you use authenticated SMTP if you want to send your US Message email when connected with a third-party Internet Service Provider (ISP) or a Local Area Network (LAN). For instructions on how to setup your email program to de-select authenticated SMTP, follow the instructions below for your applicable email software platform.

    Microsoft Outlook(r) 2003

    1. On the Tools menu, click E-mail Accounts.
    2. Select View or change existing e-mail accounts, and then click Next.
    3. Select the name of the e-mail account, and then click Change.
    4. Click More Settings.
    5. On the Outgoing Server tab, verify that the My outgoing server (SMTP) requires authentication check box is not selected.

    Microsoft Outlook 2002

    1. Open Outlook
    2. From the Tools menu, select Email Accounts.
    3. Click once on Internet email to highlight it.
    4. Click on the Properties button.
    5. Select the Servers tab.
    6. In the Incoming mail (POP3) text box, type postoffice.usmessage.net.
    7. In the Outgoing mail (SMTP) text box, type mail.usmessage.net.
    8. Important: Uncheck the box next to My server requires authentication.
    9. In the Account name text box, type your email address without the @usmessage.net.
    10. In the Password text box, type your password.
    11. Click on Apply and OK.

    Microsoft Outlook 98

    1. Open Outlook.
    2. From the Tools menu, select Services (If you do not see Services listed, select Accounts).
    3. Click once on Internet Email to highlight it.
    4. Click o the Properties button.
    5. Select the Servers tab.
    6. In the Incoming mail (POP3) text box, type postoffice.usmessage.net.
    7. In the Outgoing mail (SMTP) text box, type mail.usmessage.net.
    8. Important: Uncheck the box next to My server requires authentication.
    9. In the Account name text box, type your email address without @usmessage.net.
    10. In the Password text box, type your password.
    11. Click on Apply and OK.

    Outlook Express

    1. Open Outlook Express.
    2. Click the Tools menu and select Accounts.
    3. Select the Mail tab.
    4. Select your US Message account by clicking on it once.
    5. Click the Properties button on the right.
    6. The Properties screen will be displayed.
    7. Under Outgoing Mail Server uncheck the box next to My server requires authentication.
    8. Click Apply and then click OK.
    9. Click the Close button to finish.

  2. Verify that you have configured your email program correctly.

    For instructions on how to configure your email program to check your US Message mail, follow the instructions below for your applicable email software platform.
    Click here for info.

  3. Try another access number.

    In some cases the 553 error will stop by changing the access number. For instructions on how to change your access number, please click here.

    This is where the dialer software instructions would appear.

  4. I have tried each of the solutions above, but none have worked. You should contact a US Message representative to obtain further assistance on this matter. Please call 1-866-323-7724. In the interim, you can send and receive email using the web based email interface. You can reach the sign-in page by clicking on the following url: http://postoffice.usmessage.net/src/login.php. Once there, you can enter in your Member name and password.

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Error 602: Port Already Open
There are several possible causes for this error. The steps below should help you pinpoint the cause of the problem and offer a solution.

A. Have you checked your modem and phone cord ?

A bad modem or the phone cord not being plugged in might be the culprit. Make certain that all of your phone line connections going in and out of the modem are tight and secure, then try to connect to US Message again.

B. Have you completely restarted the computer ?

Try shutting down and unplugging the computer for 1 minute. Restart the computer and try to connect to US Message again.

Note: If you have an external modem with a separate power cord, once the computer is shutdown, unplug the modem power for 1 minute, plug the modem back in, then turn on the modem and restart the computer before attempting to dial again.

C. It is possible that another program has accessed your modem and has not released it.

It is possible that another software program, such as fax software, is holding on to your modem. The modem can not dial another number until the software releases it. To verify whether your modem is being used by another program, please follow the steps below:

  • For Windows 95/98 Users:

     

    1. Press and hold the Ctrl, Alt and Delete keys at the same time.
    2. A window will appear, listing all of the programs running on your system.

    1. For every program except Explorer and Systray, click once on each program listed to highlight it and click on the End Task button.

      Note: Each time that you click on the End Task button, you will have to press and hold the Ctrl, Alt and Delete keys to bring the Close Program window back up.

       

    2. Try your US Message connection again. If this resolves the problem, close US Message and restart your computer. Repeat Steps 1 through 3, clicking End Task for only one program at a time. Each time you use End Task, try your US Message connection again. When you stop receiving the error, the last program you used End Task on is the one creating the conflict.
    3. Once you've found the conflicting program, close it before you logon to US Message. You can contact the manufacturer to see if they have more information about a solution so you can use both US Message and this program at the same time.

    After disconnecting from US Message, you can launch the applications that you had closed again by rebooting your computer.

     

  • For Windows NT Users:
    1. Press and hold the Ctrl, Alt and Delete keys at the same time.
    2. Click on the Task Manager button.
    3. For every program except Explorer and Systray, click once on each program listed to highlight it and click on the End Task button.

      Note: Each time that you click on the End Task button, you will have to press and hold the Ctrl, Alt and Delete keys to bring the Close Program window back up.

       

    4. Try your US Message connection again. If this resolves the problem, close US Message and restart your computer. Repeat Steps 1 through 3, clicking End Task for only one program at a time. Each time you use End Task, try your US Message connection again. When you stop receiving the error, the last program you used End Task on is the one creating the conflict.
    5. Once you've found the conflicting program, close it before you logon to US Message. You can contact the manufacturer to see if they have more information about a solution so you can use both US Message and this program at the same time.

    After disconnecting from US Message, you can launch the applications that you had closed again by restarting your computer.

    D. Is your modem configured correctly ?

    If your modem is not configured correctly, US Message will not function. To verify that your modem configuration is correct, please complete the following steps:

    1. Click on the Windows Start button, point to Settings and select Control Panel.
    2. Double-click the Modems icon.
    3. Select the Diagnostics tab.

    1. Click on the appropriate Com Port where your modem is listed.
    2. Click on the More Info button.

    1. If your modem is configured correctly, it should display port information regarding your modem. Click OK to exit.

      Note: If you receive an error message, then you will need to configure your modem. This may require that you reinstall your modem drivers and/or configure your modem settings. If this is the case, you should contact your modem or computer manufacturer for information on configuring your modem. If you are on a LAN (Local Area Network), contact your Network Administrator for assistance.

    2. On your desktop, double-click the My Computer icon.
    3. Double-click the Dial-Up Networking icon.
    4. Click once on the US Message icon to highlight it.
    5. From the File menu, select Properties.

    1. From the Connect Using drop-down menu, select your modem.
    2. Click OK. Close all windows before attempting to dial US Message again.
  • RETURN TO TOP


    Error 629: Port disconnected by the remote computer

    To resolve this issue, first try using an alternate access number, if one is available. For a list of available access numbers, click here.

    Important: Contact your local phone company to ensure the access number is local.

    If this does not resolve the issue, please follow the steps below:

    A. Verify your encryption settings

    1. Double-click the My Computer icon on your desktop.
    2. Double-click the Dial-Up Networking icon.
    3. Click once on the US Message icon to highlight it.
    4. From the File menu, select Properties.
    5. Select the Server Types tab.
    6. Ensure that the option labeled Require encrypted password is NOT checked.
    7. Click OK.
    8. Click OK again.
    9. Retry the US Message connection.

    If the problem persists, continue with Step B.


    B. Verify modem settings

    1. Click on the Windows Start button.
    2. Point to Settings and select Control Panel.

    1. Double-click on the Modems icon. If you already have a modem setup, you will see a window beneath the words "The following modems are set up on this computer."

    1. Click on the Properties button.

    1. Under Maximum Speed, select the appropriate port speed for your modem. For 14.4 modems use 19200, for 28.8 modems use 38400 and for 56k use 57600.
    2. Uncheck Only connect at this speed.
    3. Select the Connection tab.

    1. Under Call Preferences, ensure that the box marked Cancel the call if not connected within is unchecked.

      Note: Some modems may not allow you to change the call preferences.

       
    2. Click OK.
    3. Click Close to exit.
    4. Retry the US Message connection.

    If the problem persists, continue with Step C.


    C. Verify Network Settings

    If the problem persists, follow the steps below to verify your network settings.

    1. Click on the Windows Start button, point to Settings and select Control Panel.
    2. Double-click the Network icon.
    3. Check to see if you have the following components:

       

        Client For Microsoft Networks
        TCP/IP or TCP/IP > Dial Up Adapter
        Dial-Up Adapter.

    Note: If you are on a Network or company LAN, contact your system administrator before making any network changes.

    If the components listed above are not present, then you will need to add the missing component(s). If all of the components are listed, skip to the Verify Network Settings section below.

      IMPORTANT! Only add a component if it is not already present. If the component is listed, you will not need to add it.


    To Add Client for Microsoft Networks:

    1. Click on the Add button.

    1. Select Client.
    2. Click on the Add button.

    1. Under Manufacturers, select Microsoft.
    2. Under Network Clients, select Client for Microsoft Networks.
    3. Click OK.

    To Add Dial-up Adapter:

    1. Click on the Add button.

    1. Select Adapter.
    2. Click on the Add button.

    1. Under Manufacturers, select Microsoft.
    2. Under Network Adapters, select Dial-Up Adapter.
    3. Click OK.


    To Add TCP/IP:

    1. Click on the Add button.

    1. Select Protocol.
    2. Click on the Add button.

    1. Under Manufacturers, select Microsoft.
    2. Under Network Protocols, select TCP/IP.
    3. Click OK.

    Once you've added any necessary components, follow the steps below.

    1. Click once on TCP/IP to highlight it and click on the Properties button.

    1. Select the DNS Configuration tab and ensure that Disable DNS is checked.

    1. Select the WINS Configuration tab and make sure that Disable WINS Resolution is checked.
    2. Click OK.

    1. In the Primary Network Logon field, ensure that Client for Microsoft Networks is selected.
    2. Click OK.
    3. Click on Dial-up Adapter once to highlight it.
    4. Click on the Properties button.

    1. Select the Advanced tab and click once on Use IPX Header Compression to highlight it.
    2. Under the Value drop-down menu, select NO.
    3. Click OK and OK again.
    4. When you are prompted to restart you computer, click YES.
  • Windows 98 Users:

    Check to see that Dial-Up Networking is installed on your computer by following these steps:
    1. On your desktop, double-click the My Computer icon .
    2. If you see a Dial-Up Networking icon, Dial-Up Networking is installed. Close My Computer and try logging on to US Message again by double-clicking on the US Message icon on your Desktop.
    3. If you do not see a Dial-Up Networking icon, close My Computer, then click on the Windows Start button, point to Settings and select Control Panel.
    4. Double-click the Add/Remove Programs icon.

    1. Select the Windows Setup tab, and double-click on Communications.

    1. Put a check in the box next to Dial-Up Networking, Hyperterminal and Phone Dialer.
    2. Click OK and click OK again to exit.
    3. Close the Control Panel and try logging on to US Message again.
  • Windows 95 Users:

    If you are running Windows 95, check to see what version you have. If you have an older version, you may need to download the latest version of Dial-Up Networking (version 1.3). To check what version of Windows 95 you are running, please follow these steps:
    1. Click on the Windows Start button, point to Settings and select Control Panel.
    2. Double-click on the System icon and select the General tab.
    1. Under System, you will see listed the Operating System, Edition and version number. The version number will start with 4.00.950. Check to see if a B or C is listed after 4.00.950. If not, you will need to download and install Dial-Up Networking 1.3. Click here to download it.
    2. If there is no letter at all after 4.00.950, then we suggest you also download and install Service Pack 1 for Windows 95. You can download it by clicking here.

      Note: You will need to scroll down to the Service Packs section.

    RETURN TO TOP


    Error 630: Port Disconnected due to Hardware Failure
    Windows 95/98/NT
    Windows Me Users click here Note: You will be unable to use the Dial Up Networking connection alone to connect. Instead, please double-click the US Message icon on your desktop.

    The 630 Hardware Failure error is generally caused by another modem being used in the Dial-Up Networking connection for US Message. To resolve this issue, please complete the steps below.


    First you will need to know what modem is installed.

    1. Click on the Windows Start button, point to Settings and select Control Panel.
    2. Double-click the Modems icon and select the Diagnostics tab.

    1. Click once on the COM port that your modem is on to highlight it.
    2. Click on the More Info button. If this is a working modem you should get a response with information about your modem. If you do not receive any information or if you receive an error, this is not your modem. Click OK to go back to the Modem Properties window and repeat Steps 4 and 5, selecting different COM ports, until you find your modem.
    3. When you find you modem, click OK, then OK again to exit the Modem Properties window.
    4. Close all open windows and double-click the My Computer icon on your desktop.
    5. Double-click the Dial-Up Networking icon.
    6. Click once on the US Message icon to highlight it. From the file menu select Properties.
    7. Ensure that the correct modem is selected in the Connect Using field. If the modem listed is not the correct one, click on the down arrow to the right of the box and select the correct modem.
    8. Once you've done this, click OK, and close all open windows.
    9. Try to connect to US Message again.


    If you are still receiving the same error, you will need to perform a "cold boot." To do this, follow the steps below.

    1. Click on the Windows Start button and select Shut Down.

    1. Select Shut Down and click OK.
    2. Once the computer has shut down, turn the power off and unplug the computer from the wall outlet for one minute.
    3. After one minute, plug the computer power back in and turn the computer on again.
    4. Try your US Message connection again.

      RETURN TO TOP


      Error 631: The Port was Disconnected by the User
      This error is usually caused by an interruption in the connection by you or your computer. Make sure that you wait for the connection to complete and do not hit cancel. If it is taking a very long time to connect, please try the following steps.

      A. Have you tried another access number ?

      Your connection may have been dropped due to technical difficulties with the access number you are using. Try connecting to US Message again. If the problem persists, try using another access number in your area. For instructions on how to change your access number please click here.



      B. Do you have Call Waiting ?

      If you have Call Waiting enabled, you may be disconnected from the Internet when someone tries to call you. To disable Call Waiting, please follow these steps:
      1. Double-click the US Message icon on your desktop.
      2. Check the box for Disable Call Waiting
      3. Click the Connect button to connect to US Message. Call Waiting will be disabled for the call and you should not be interrupted while online.

      C. Verify your modem settings

      If your modem is not configured correctly, you will experience problems connecting. To verify your modem settings, please follow the steps below.

      1. Click on the Windows Start button, point to Settings and select Control Panel.
      2. Double-click the Modems icon.

      1. Click once on the modem that is installed to highlight it and click on the Properties button.

      1. Select the General tab and look for the Maximum Speed section. Change the settings to match your modem.

         

          A. If you have a 28.8 or 33.6 modem, select 38400.
          B. If you have a 56k V.90 or Flex modem, select 57600.


         

      2. Verify that the box for Only connect at this speed is NOT checked.
      3. Click OK, then OK again and close the Control Panel.
      4. Double-click on the My Computer icon on your desktop.
      5. Double-click on the Dial-Up Networking icon.
      6. Click once on the US Message icon to highlight it. From the File menu, select Properties.
      7. Ensure the correct modem is selected in the Connect using field.
      8. Click on the Configure button.

      1. Select the General tab and look for the Maximum Speed section. Change the settings to match your modem.
        A. If you have a 28.8 or 33.6 modem, select 38400.
        B. If you have a 56k V.90 or Flex modem, select 57600.
      2. Verify that the box for Only connect at this speed is NOT checked.
      3. Click OK, then OK again and close the Control Panel.

      RETURN TO TOP


      Error 645: Internal Authentication Error
      Windows 95/98/NT

      There may be a problem with your network configuration or a new incompatibility between your modem and upgraded modems on the access number you are using. The following instructions should help you optimize your configuration for use with US Message.

      Windows Me users click here.

      A. Is your modem configured correctly ?

      To check your modem settings, please follow the steps below.

      1. Click on the Windows Start button, point to Settings and select Control Panel.
      2. Double-click the Modems icon.



         
      3. Click once on the modem that is installed to highlight it and click on the Properties button.



         
      4. Select the General tab and look for the Maximum Speed section. Change the settings to match your modem.

          A. If you have a 28.8 or 33.6 modem, select 38400.
          B. If you have a 56k V.90 or Flex modem, select 57600.

      5. Verify that the box for Only connect at this speed is NOT checked.
      6. Click OK, then OK again and close the Control Panel.
      7. Double-click the My Computer icon on your desktop.
      8. Double-click the Dial-Up Networking icon.
      9. Click once on the US Message icon to highlight it. From the File menu, select Properties.
      10. Ensure the correct modem is selected in the Connect using drop-down menu.
      11. Click on the Configure button.



         
      12. Select the General tab and look for the Maximum Speed section. Change the settings to match your modem.

          A. If you have a 28.8 or 33.6 modem, select 38400.
          B. If you have a 56k V.90 or Flex modem, select 57600.

      13. Verify that the box for Only connect at this speed is NOT checked.
      14. Click OK, then OK again to close Dial-Up Networking.


      B. Are you running Windows 95 ?

      If you are running Windows 95, check to see what version you have. If you have an older version, you may need to download the latest version of Dial-Up Networking (version 1.3). To check what version of Windows 95 you are running, please follow these steps:

      1. Click on the Windows Start button, point to Settings and select Control Panel.
      2. Double-click the System icon and select the General tab.
      3. Under System, you will see listed the Operating System, Edition and version number. The version number will start with 4.00.950. Check to see if a B or C is listed after 4.00.950. If not, you will need to download and install Dial-Up Networking 1.3. Click here to download it.

        If there is no letter at all after 4.00.950, then we suggest you also download and install Service Pack 1 for Windows 95. You can download it by clicking here.

         

          Note: You must scroll down to the Service Packs section.


      C. Check your network settings

      1. Click on the Windows Start button, point to Settings and select Control Panel.
      2. Double-click the Network icon.

        IMPORTANT! Before making any changes to your Network settings, please ensure that you have your Windows CD.



         
      3. Remove Dial-Up Adapter, Client for Microsoft Networks, and Microsoft Family Logon by highlighting each one and clicking on the Remove button.
      4. Once all of these have been removed, click OK.
      5. You may be asked for your Windows CD. Insert it into your CD-ROM drive and click OK.



         
      6. When you are asked to reboot, click YES.
         
      7. Click on the Windows Start button, point to Settings and select Control Panel.
      8. Double-click the Network icon.



        Note: Check to see if you have the following components:

         

          Client For Microsoft Networks
          TCP/IP or TCP/IP > Dial Up Adapter
          Dial-Up Adapter

      If you are on a Network or company LAN, contact your system administrator before making any network changes.

      If the components listed above are not present, then you will need to add the missing component(s). If all of the components are listed, skip to the Verify Network Settings section below.

      IMPORTANT! Only add a component if it is not already present. If the component is listed, you will not need to add it.

      To Add Client for Microsoft Networks:

      1. Click on the Add button.

      1. Select Client.
      2. Click on the Add button.

      1. Under Manufacturers, select Microsoft.
      2. Under Network Clients, select Client for Microsoft Networks.
      3. Click OK.


      To Add TCP/IP:

      1. Click on the Add button.

      1. Select Protocol.
      2. Click on the Add button.

      1. Under Manufacturers, select Microsoft.
      2. Under Network Protocols, select TCP/IP.
      3. Click OK.

      Once you have confirmed that the three required Network components are installed, ensure that TCP/IP is correctly configured.
      To Add Dial-up Adapter:

      1. Click on the Add button.

      1. Select Adapter.
      2. Click on the Add button.

      1. Under Manufacturers, select Microsoft.
      2. Under Network Adapters, select Dial-Up Adapter.
      3. Click OK.



      D. Verify your network settings

      Once you've added any necessary components, follow these steps:

      1. Click once on TCP/IP to highlight it and click on the Properties button.

      1. Select the DNS Configuration tab and make sure that Disable DNS is checked.

      1. Select the WINS Configuration tab and ensure that Disable WINS Resolution is checked.
      2. Click OK.

      1. In the Primary Network Logon field, ensure that Client for Microsoft Networks is selected.
      2. Click OK.
      3. When prompted to restart your computer, click OK.
      4. Retry your US Message connection.
      Error 645: Internal Authentication Error - Windows Me

      There may be a problem with your network configuration or a new incompatibility between your modem and upgraded modems on the access number you are using. The following instructions should help you optimize your configuration for use with Joi Internet.


      A. Is your modem configured correctly ?

      To check your modem settings, please follow the steps below.
      1. Click on the Windows Start button, point to Settings and select Control Panel.
      2. Double-click the Modems icon.



         
      3. Click once on the modem that is installed to highlight it and click on the Properties button.



         
      4. Select the General tab and look for the Maximum Speed section. Change the settings to match your modem.

          A. If you have a 28.8 or 33.6 modem, select 38400.
          B. If you have a 56k V.90 or Flex modem, select 57600.

      5. Verify that the box for Only connect at this speed is NOT checked.
      6. Click OK, then OK.
      7. In the Control Panel, double-click the Dial-Up Networking icon.
      8. Click once on the Joi Internet icon to highlight it. From the File menu, select Properties.
      9. Ensure the correct modem is selected in the Connect using drop-down menu.
      10. Click on the Configure button.



         
      11. Select the General tab and look for the Maximum Speed section. Change the settings to match your modem.

          A. If you have a 28.8 or 33.6 modem, select 38400.
          B. If you have a 56k V.90 or Flex modem, select 57600.

      12. Verify that the box for Only connect at this speed is NOT checked.
      13. Click OK, then OK again to close Dial-Up Networking.


      B. Check your network settings

      1. Click on the Windows Start button, point to Settings and select Control Panel.
      2. Double-click the Network icon.

      Note: If you do not see Network listed then click view all Control Panel options located on the left side of the window.

        IMPORTANT! Before making any changes to your Network settings, please ensure that you have your Windows CD.



         

      1. Remove Dial-Up Adapter, Client for Microsoft Networks, and Microsoft Family Logon by highlighting each one and clicking on the Remove button.
      2. Once all of these have been removed, click OK.
      3. You may be asked for your Windows CD. Insert it into your CD-ROM drive and click OK.
      4. The following window will appear:



         
      5. Click Yes to restart your computer.
      6. Click on the Windows Start button, point to Settings and select Control Panel.
      7. Double-click the Network icon.



        Note: Check to see if you have the following components:

         

          Client For Microsoft Networks
          TCP/IP or TCP/IP > Dial Up Adapter
          Dial-Up Adapter

      If you are on a Network or company LAN, contact your system administrator before making any network changes.

      If the components listed above are not present, then you will need to add the missing component(s). If all of the components are listed, skip to the Verify Network Settings section below.

      IMPORTANT! Only add a component if it is not already present. If the component is listed, you will not need to add it.

      To Add Client for Microsoft Networks:

      1. Click on the Add button.

      1. Select Client.
      2. Click on the Add button.

      1. Under Manufacturers, select Microsoft.
      2. Under Network Clients, select Client for Microsoft Networks.
      3. Click OK.


      To Add TCP/IP:

      If TCP/IP is not listed under Network Components then please follow these instructions to add it. If it is listed then please skip down to Add Dial-up Adapter.

      1. Click on the Add button.

      1. Select Protocol.
      2. Click on the Add button.

      1. Under Manufacturers, select Microsoft.
      2. Under Network Protocols, select TCP/IP.
      3. Click OK, then click OK again. The following window will appear:



         
      4. Click Yes to restart your computer.


      To Add Dial-up Adapter:

      In order to add the Dial-Up Adaptor component, you will need to uninstall and reinstall Dial-Up Networking by following the instructions below.

      Uninstalling Dial-Up Networking

      1. Click on the Windows Start button, point to Settings and select Control Panel.
      2. Double-click the Add/Remove Programs icon.

      1. Select the Windows Setup tab.
      2. Click once on Communications to highlight it.
      3. Click on the Details button.

      1. Click in the box next to Dial-Up Networking to remove the check mark.

      1. Click OK

      1. Click OK again. The following window will appear:



         
      2. Click Yes to restart your computer.


      Reinstalling Dial-Up Networking

      1. Click on the Windows Start button, point to Settings and select Control Panel.
      2. Double-click the Add/Remove Programs icon.

      1. Select the Windows Setup tab.
      2. Click once on Communications to highlight it.
      3. Click on the Details button.

      1. Check the box next to Dial-Up Networking.

      1. Click OK

      1. Click OK again. The following window will appear:



         
      2. Click Yes to restart your computer.


      Once you have confirmed that the three required Network components are installed, ensure that TCP/IP is correctly configured.


      C. Verify your network settings

      Once you've added any necessary components, follow these steps:

      1. Click on the Windows Start button, point to Settings and select Control Panel.
      2. Double-click the Network icon.

      Note: If you do not see Network listed then click view all Control Panel options located on the left side of the window.

      1. Click once on TCP/IP to highlight it and click on the Properties button.

      1. Select the DNS Configuration tab and make sure that Disable DNS is checked.

      1. Click OK. The following window will appear:



         
      2. Click Yes to restart your computer.

      Try your Internet connection again.
       

      RETURN TO TOP


      Error 650: Server not Responding
      Windows 95/98/NT

      Windows Me Users click here.

      Runtime error 650 is a common connection error that occurs when your computer cannot establish a connection. Follow the steps below to resolve the issue.

      A. Is your access number valid ?

      To find available access numbers in your area, click here.

      B. Configure the Windows Network Components for Dial-Up-Networking

      The following instructions are for those systems that are not on a Local Area Network (LAN). If you are on a LAN and follow these directions, you may create a conflict that will disrupt your computer's connection to your network. Please contact your network administrator for assistance before you continue making any changes to the system configuration.

      1. Click on the Windows Start button, point to Settings and select Control Panel.

      1. Double-click the Network icon.

      1. What you will find listed under the Configuration tab will depend on your version of Windows. US Message requires three network components total, but you may have more or less listed. The three that are required are:
         
        • Client for Microsoft Networks
        • Dial-Up Adapter
        • TCP/IP

        Note: You may see TCP/IP->Dial-up Adapter grouped together.



      To Add Client for Microsoft Networks:

      1. Click on the Add button.

      1. Select Client.
      2. Click on the Add button.

      1. Under Manufacturers, select Microsoft.
      2. Under Network Clients, select Client for Microsoft Networks.
      3. Click OK.


      To Add Dial-up Adapter:

      1. Click on the Add button.

      1. Select Adapter.
      2. Click on the Add button.

      1. Under Manufacturers, select Microsoft.
      2. Under Network Adapters, select Dial-Up Adapter.
      3. Click OK.


      To Add TCP/IP:

      1. Click on the Add button.

      1. Select Protocol.
      2. Click on the Add button.

      1. Under Manufacturers, select Microsoft.
      2. Under Network Protocols, select TCP/IP.
      3. Click OK.

      Once you have confirmed that the three required Network components are installed, ensure that TCP/IP is correctly configured.


      C. Check Network Settings

      1. On your desktop, double-click the My Computer icon.

      1. Double-click the Control Panel icon.

      1. Double-click the Network icon.

        IMPORTANT! Before making any changes to your Network settings, please ensure that you have your Windows CD.

        Note: In the Primary Network Logon drop-down menu, ensure that Client for Microsoft Networks is selected.

         

      1. Double-click TCP/IP->Dial-Up Adapter.

        Note: If you get a TCP/IP Properties Information window, click OK.

      1. Ensure that only the circle next to Obtain an IP address automatically is checked.
      2. Select the WINS Configuration tab.

      1. Ensure that only the circle next to Disable WINS Resolution is checked.
      2. Select the Gateway tab.

      1. Ensure that all the fields are blank.
      2. Select the DNS Configuration tab.

      1. Ensure that the circle next to Disable DNS is checked.
      2. Select the Bindings tab.

      1. Ensure that only Client for Microsoft Networks is checked.
      2. Select the Advanced tab.

      1. Ensure that None is in the Property field.
      2. Select the NetBIOS tab.

      1. No changes are necessary.
      2. Click OK.
      3. Click OK to exit.


      D. Next, you will need to set up this computer's identity.

       

      1. Select the Identification tab at the top of the Network properties window. We will want to change the entry here for Computer Name.

        Here is an example:
        • Computer Name:  US Message
        • Workgroup:  Workgroup
        • Computer Description:  Mine
      1. Click OK.

      You may now be prompted for the Windows CD-rom, or the file copy may begin automatically. If prompted for the Windows CD, insert the CD and click OK. If you are still prompted for it after clicking OK, verify that the drive letter listed in Copy files from is your CD-rom drive.

      Note: If, during this process, you see a warning about "Version Conflict" or "A file being copied is older," click No. If you are prompted that the "file is not found," you are not using the CD-rom that was used to install Windows on your machine.

        Note: If you made any changes or added any components, the following window will appear.



        Click Yes to restart your computer.

      When Windows restarts, you may see a dialog box asking for a Username and Password to log in.

      For Username, enter the same name that you entered for Computer Name in the prior step in the same lower case format. Do not enter a Password. Click OK. If asked to confirm, click OK.



      E. Identifying and Disabling 56k Modems

      This procedure will disable any 56k protocols that your modem supports. While this will slow down the modem's initial connection rate, it will stabilize the connection.

      Note: US Message does not support 56K X2.

      From region to region, the quality of the phone lines will vary. In some areas, your phone lines may not support high speed modem connections due to phone lines of marginal quality. Please contact your local phone company for details in your area. In order to get a stable connection, you will need to identify your modem and place an extra setting (or INIT STRING) in Modem properties.


      To identify your modem

       

      1. Disconnect any active connections and reboot the computer if necessary.
      2. Click on the Windows Start button.
      3. Point to Settings and select Control Panel.

      1. Double-click on Modems.
      2. Select the Diagnostics tab.

      1. Select the Com Port that the modem is on and click on the More Info button.

      You can find the name of the manufacturer listed under the Command and Response table of the More Information screen. You may see US Robotics, 3Com or LT WinModem. If you own a Rockwell modem, the listing for ATI3 would be either a number in the form 2.x.xxx.x or 2.xxx_k56flex. A 56k Cirrus Logic modem would be indicated by CL-MD-56xx or something similar.

      To add the Extra Setting:

      1. Click on the Windows Start button.
      2. Point to Settings and select Control Panel.

      1. Double-click the Modems icon.

      1. Highlight your modem and select Properties (NOT dialing properties).

      1. Select the Connection tab.
      2. Click on the Advanced button.

      1. At the bottom, there is a field called Extra Settings.

        For US Robotics modems you have three options, type:
        1) For USRobotics, Sportster 28.8 V.34 modems use "AT&F1&D0S0=0"
        2) For USRobotics, Sportster 28.8 & 33.6 modems use "AT&F1S15=12"
        3) For USRobotics, Sportster 56K X2 (off) use "s32=32"

        Note: US Message does not support X2 dial up connections, so by using the above INIT string it will turn the X2 technology off, and allow you to connect.

        For LT Winmodems you have three options, type:
        1) For Lucent Technologies, LT WinModem use "AT&FX "
        2) For Lucent Technologies, LT Winmodem 56Kflex (Disabled) use "S38=0"
        3) For Lucent Technologies, LT Winmodem V.90 (Disabled) use "-V90=0"

        For PCTel modems you have three options, type
        1) PC-Tel, 28.8 & 33.6 modems use
        "AT&D2&C1X4V1Q0S7=70W2\N3&K3"
        2) PC-Tel, HSP Deluxe 33.6 modems use "AT&F&C1&D2&K3W1"
        3) PC-Tel, 'MicroModem' modems use "AT&F&C1&D2&K3W1"

        For Rockwell modems you have three options, type:
        1) Rockwell Based 56k HCF V. 90 modems use "AT&FE0V1S0=0&C1&D2W0"
        2) Rockwell Based 56k HCF 56kflex modems use "+MS=k56flex"
        3) Rockwell Based 56k V.90 modems use "AT&F&W&W1E0X4W2"

        For Cirrus Logic modems you have three options, type:
        1) Cirrus Logic, 14.4 modems use "AT&F&C1&D2\Q3%C0"
        2) Cirrus Logic, 33.6 modems use "AT&F\N0%C0"
        3) Cirrus Logic, 56k X2 modems use "S32=32&N16&U10"

      1. Click OK, then click OK again.
      2. Click on the Windows Start button and select Shutdown.
      3. Restart your computer.
      4. Retry your US Message connection.
      Windows ME users:

      Runtime error 650 is a common connection error that occurs when your computer cannot establish a connection. Follow the steps below to resolve the issue.


      A. Is your access number valid ?

      To find available access numbers in your area, click here.

      B. Configure the Windows Network Components for Dial-Up-Networking

      The following instructions are for those systems that are not on a Local Area Network (LAN). If you are on a LAN and follow these directions, you may create a conflict that will disrupt your computer's connection to your network. Please contact your network administrator for assistance before you continue making any changes to the system configuration.

      1. Click on the Windows Start button, point to Settings and select Control Panel.

      1. Double-click the Network icon.

        Note: If you do not see Network listed then click view all Control Panel options located on the left side of the window.

      1. Check to see if you have the following components:
         
        • Client for Microsoft Networks
        • Dial-Up Adapter
        • TCP/IP


      To Add Client for Microsoft Networks:

      1. Click on the Add button.

      1. Select Client.
      2. Click on the Add button.

      1. Under Manufacturers, select Microsoft.
      2. Under Network Clients, select Client for Microsoft Networks.
      3. Click OK.


      To Add TCP/IP:

      If TCP/IP is not listed under Network Components then please follow these instructions to add it. If it is listed then please skip down to Add Dial-up Adapter.

      1. Click on the Add button.

      1. Select Protocol.
      2. Click on the Add button.

      1. Under Manufacturers, select Microsoft.
      2. Under Network Protocols, select TCP/IP.
      3. Click OK, then click OK again. The following window will appear:



         
      4. Click Yes to restart your computer.


      To Add Dial-up Adapter:

      In order to add the Dial-Up Adaptor component, you will need to uninstall and reinstall Dial-Up Networking by following the instructions below.


      Uninstalling Dial-Up Networking

      1. Click on the Windows Start button, point to Settings and select Control Panel.
      2. Double-click the Add/Remove Programs icon.

      1. Select the Windows Setup tab.
      2. Click once on Communications to highlight it.
      3. Click on the Details button.

      1. Click in the box next to Dial-Up Networking to remove the check mark.

      1. Click OK

      1. Click OK again. The following window will appear:



         
      2. Click Yes to restart your computer.


      Reinstalling Dial-Up Networking

      1. Click on the Windows Start button, point to Settings and select Control Panel.
      2. Double-click the Add/Remove Programs icon.

      1. Select the Windows Setup tab.
      2. Click once on Communications to highlight it.
      3. Click on the Details button.

      1. Check the box next to Dial-Up Networking.

      1. Click OK

      1. Click OK again. The following window will appear:



         
      2. Click Yes to restart your computer.

      Once you have confirmed that the three required Network components are installed, ensure that TCP/IP is correctly configured.


      C. Check Network Settings

      1. Click on the Windows Start button,
      2. Point to Settings and select Control Panel.

      1. Double-click the Network icon.

        Note: If you do not see Network listed then click view all Control Panel options located on the left side of the window.

        IMPORTANT! Before making any changes to your Network settings, please ensure that you have your Windows CD.

        Note: In the Primary Network Logon drop-down menu, ensure that Client for Microsoft Networks is selected.

         

      1. Double-click TCP/IP->Dial-Up Adapter.

        Note: If you get a TCP/IP Properties Information window, click OK.

      1. Ensure that only Client for Microsoft Networks is checked.
      2. Select the Advanced tab.

      1. Click once on Allow Binding to ATM to highlight it.
      2. From the Value drop-down list, select No.
      3. Select the DNS Configuration tab.

      1. Ensure that Disable DNS is selected.
      2. Click OK.
      3. Click OK to exit.


      D. Next, you will need to set up this computer's identity.

       

      1. Click on the Windows Start button, point to Settings and select Control Panel.
      2. Double-click the Network icon.
      3. Select the Identification tab at the top of the Network properties window. We will want to change the entry here for Computer Name. The second and thrid text box can be filled at your discretion.

        For example:
        • Computer Name:  Joi Internet
        • Workgroup:  Workgroup
        • Computer Description:  Mine
      1. Click OK.

      You may now be prompted for the Windows CD-rom, or the file copy may begin automatically. If prompted for the Windows CD, insert the CD and click OK. If you are still prompted for it after clicking OK, verify that the drive letter listed in Copy files from is your CD-rom drive.

        Note: If you made any changes or added any components, the following window will appear.



        Click Yes to restart your computer.

      When Windows restarts, you may see a dialog box asking for a Username and Password to log in. 

      For Username, enter the same name that you entered for Computer Name in the prior step in the same lower case format. Do not enter a Password. Click OK. If asked to confirm, click OK.


      Try your Internet connection again.
       

      RETURN TO TOP


      Error 666: Device not ready
      Runtime Error 666 occurs when you have a communications problem between Windows 95/98 and your modem. This may leave the computer or modem in an irresolvable state; therefore, future connection attempts are not going to work as expected. To correct this error, you must first attempt to re-boot your computer. If that fails, we will guide you through renaming and recreating the TAPI initialization file, and if necessary, how to remove and reinstall your modem in Windows 95/98.


      How to Re-Boot Your Computer and Modem

      1. Save all unsaved work and close all programs.
      2. Click on the Windows Start button and select Shut Down.
      3. Check the circle next to Restart and click on the Yes button.
      4. If you have an external modem, turn its power off then on. If there is no on/off switch on the modem, you may have to unplug the modem's power supply.
      5. Once the computer has finished booting up, retry your US Message connection.
      6. If you still receive this error message, please follow the instructions below to configure Windows network components for DUN and modify your system settings.

      How to reset the TAPI initialization file

      1. Click on the Windows Start button, point to Find and select Files or Folders.

      1. In the Named field, enter telephon.ini
      2. In the Look in field, select c: or the location where Windows is installed. Click on the Find Now button.

      1. In the Search Results pane, select the file telephon.ini.
      2. From the File menu, select Rename.
      3. Type in telephon.old and press the Enter key.

      1. If prompted with "This will clear your current search," click OK then click New Search.

      1. In the Named field, enter tapiini.exe
      2. In the Look in field, select c: or the location where Windows is installed.
      3. Click on the Find Now button.

      1. In the Search Results pane, double-click the file tapiini.exe and close the Find window by clicking the X in the upper right hand corner.
      2. Restart the computer by clicking on the Windows Start button, point to Shutdown and select Restart.
      3. Retry the connection after your computer has rebooted.

      How to Remove Your Modem Drivers

      Most problems that you encounter while using communications software with Windows 95/98 can be resolved by removing your modem drivers (the software that controls the modem) and then reinstalling them. Please remember that if you have any other communications software on your computer, you will need to reconfigure it to use your modem once this has been resolved.

      Note: If you are asked to install or reinstall any software, ensure that you have your Windows 95/98 CD-rom or diskettes available.

      To remove your modem from Windows 95/98

      1. Click on the Windows Start button.
      2. Point to Settings and select Control Panel.

      1. Double-click on the Modems Icon. If you already have a modem setup, you will see a window beneath the words "The following modems are set up on this computer."

      1. Select the Diagnostics tab.

      1. Remember the Com Port that your modem is installed to.
      2. Select the General tab.
      3. Click once on your modem to select it.
      4. Click on the Remove button. The modem listing will disappear from the window.
      5. If you see more than one modem listed, it may be that you have the wrong modem selected in Dial-Up Networking.
        • Double-click on My Computer.
        • Double-click on the Dial-Up Networking icon.
        • Click once on your connection to select it.
        • From the File menu, select Properties.
        • From the drop down menu under Connect Using, select your modem.
      6. Click OK to exit.
      7. Restart your computer.
      8. If this does not resolve your problem, continue with the steps below to reinstall your modem.

      To Re-install your modem:

      1. Click on the Windows Start button.
      2. Point to Settings and select Control Panel.
      3. Double-click the Modem Control Panel. A window will appear saying, "Windows will now try to detect your modem."

      1. Check the box for Do not detect my modem; I will select it from a list and click Next.

      1. Select Standard Modem Types on the left, and select Standard 28800 bps Modem on the right. If you have Windows 98 and a 56k modem, select one of the Standard 56000 bps modem choices, depending on whether your modem supports x2 or Kflex.
      2. Click Next.

      1. Under Select the port to use with this modem, select the port that you remember from step 4 above (usually COM2).
      2. Click Next.

      1. Click on the Finish button to exit.
      2. Retry the US Message connection.

      RETURN TO TOP


      Error 676: The line is busy
      This error usually displayed because your computer dialed the access number wrong, or the number might be a toll call. To solve this, connect a phone to the same line as your computer. When your computer is dialing pick up the phone. Listen to what the operator is saying. If you do hear a busy signal, please try another access number or contact support.

      RETURN TO TOP


      Error 677: A person answered instead of the modem
      If you are having trouble connecting successfully:

      A. Make sure that your modem timeout settings are properly configured
      1. Click on the Windows Start button.
      2. Point to Settings and select Control Panel.

      1. Double-click the Modems icon.

      1. Click once on your modem to highlight it and select Properties.

      1. Select the Connection tab.

      1. Under Call Preferences, ensure that the box marked Cancel the call if not connected within is unchecked.

        Note: Some modems may not allow you to change the call preferences.

         
      2. Click OK, then Close.
      3. Retry the US Message connection.


      B. Check your Dialup settings

      • Make sure that the correct number is being dialed.
      • If needed, check to see if you are dialing the area code for the access number.

        Note: Some areas may require you to dial the area code plus the number even if you are dialing into the same area code.

         
      • If you are trying to disable your call waiting, make sure that the correct code is being used (usually *70)
      • If your phone requires pulse dialing, make sure that you are not using tone dialing.


      C. Check your access number and the settings related to it

      RETURN TO TOP


      Error 678: Remote modem not responding
      Several factors can cause the "No Answer" error. The following information should help you to identify the cause of the error and resolve this issue.


      A. Check that your modem is connected properly:

      There are two modem outlets on the back of your computer. The correct outlet will be labeled as "Line" or will have a picture of a wall jack next to it. Please verify that the telephone cord is connected from the wall jack directly into the correct modem outlet.

      If you have other devices connected between the wall jack and the modem (such as fax machines, caller id boxes, or other phones), then these could be interrupting the dial tone. Try disconnecting all other devices - this may resolve the problem. You can then connect the devices to a different wall jack.



      B. Make sure that your modem timeout settings are properly configured:

      It is important that you pay close attention to what the modem "sounds" like when you call US Message, and how long it takes before you get an error message. If you receive an error message very quickly, you will need to check the modem's timeout setting.


       
      1. Click on the Windows Start button.
      2. Point to Settings and select Control Panel.

      1. Double-click the Modems icon.

      1. Click once on your modem to highlight it and select Properties.

      1. Select the Connection tab.

      1. Under Call Preferences, ensure that the box marked Cancel the call if not connected within is unchecked.

        Note: Some modems may not allow you to change the call preferences.

         
      2. Click OK, then Close.
      3. Retry the US Message connection.


      C. Check your Dialup settings:

      1. Make sure you have the US Message software configured to dial your local access number correctly. Some areas may require you to dial the area code plus the number even if you are dialing into the same area code. You may want to call your operator to find out the proper methods for dialing numbers in your area. .
      2. If you are trying to disable your call waiting, make sure that the correct code is being used.
      3. If your phone requires pulse dialing, make sure that you are not using tone dialing.

      D. You may need to upgrade your modem drivers or enter an initialization string.

      Modem drivers and initialization strings help your modem communicate properly with other modems, thus ensuring a more stable Internet connection. You can download modem drivers and obtain initialization strings for most modems at the following links:

      Once you have an initialization string for your modem, you can enter it in by following the steps below.

      1. On your desktop, double-click the My Computer icon.

      1. Double-click the Dial-Up Networking folder.

      1. Click once on the US Message icon to highlight it.

      1. From the File menu, select Properties.

      1. Click on the Configure button.

      1. Select the Connection tab.

      1. Click on the Advanced button in the lower right corner.

      1. Type the initialization string in the Extra Settings textbox.
      2. Click OK, then click OK again.
      3. Close Dial-Up Networking and My Computer.
      4. Retry the US Message connection.


      G. If your phone lines in your area are subject to line noise, it may become necessary to disable the 56k functionality of your modem.

      This will slow down the modem's speed, but you will have a more stable connection to US Message. To do this, you need to first identify the modem, then add an extra setting to the modem. Here is how you can add initialization strings to disable the 56k functionality:

      1. Click on the Windows Start button.
      2. Point to Settings and select Control Panel.

      1. Double-click the Modems icon.

      1. Highlight your modem and select Properties (NOT dialing properties).

      1. Select the Connection tab.
      2. Click on the Advanced button in the lower right corner.

      1. Type the following in the field titled Extra Settings for your correct modem:

      These are the strings for some of the more popular modems. If your modem is not listed, please refer to your manual or contact the manufacturer:

      • US Robotics: s32=98 OR s32=66 OR s32=0s109=0
      • LT Winmodems: s38=0 OR s38-0-v90=0
      • PCTel Modems: n0s37=12
      • Rockwell Modems: +ms=v34 OR +ms=11,0
      • Cirrus Logic modems: AT+MS=V34B,1,300,0 OR AT+MS=X22,1,300,0
      1. Click OK, then click OK again.
      2. Click on the Windows Start button and select Shutdown.
      3. Restart your computer.
      4. Retry the US Message connection.

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      Error 680: There is no dial tone
      If your modem cannot find a dial tone, make certain that all of your phone line connections going in and out of the modem are tight and secure, and then try to connect to US Message again. If nothing changes, then one of the solutions below should help:

      A. Check your modem settings:

      If you have voicemail capabilities on your phone line, you may experience problems getting online if your modem does not recognize the "messages" signal that plays before the dial tone. To resolve this issue, you will need to configure your modem to wait for a dial tone before dialing. To do this, please follow the steps below.


      1. On your desktop, double-click the My Computer icon.

      1. Double-click the Dial-Up Networking folder.

      1. Click once on the US Message icon to highlight it.

      1. From the File menu, select Properties.

      1. Click on the Configure button.

      1. Select the Connection tab.

      1. Click the box named Wait for a dial tone before dialing to place a check in it.
      2. Click OK, then OK again.
      3. Close Dial-Up Networking and My Computer.
      4. Retry the US Message connection.


      B. Check that your modem is connected properly:

      There are two modem outlets on the back of your computer, the correct outlet will be labeled as Line or will have a picture of a wall jack next to it. Please verify that the telephone cord is connected from the wall jack directly into the correct modem outlet.

      If you have other devices connected between the wall jack and the modem (such as fax machines, caller id boxes, or other phones), then these could be interrupting the dial tone. Try disconnecting all other devices, this may resolve the problem. You can then connect the devices to a different wall jack.



      C. Disable other programs that may be using your modem:

      It is possible that a program running in the background, may be locking your modem (such as fax and voicemail software, or another ISP's software). To work around this problem, disable all programs running in the background by following these steps:

      1. Press and hold the Ctrl, Alt and Delete keys at the same time.
      2. A window will appear, listing all of the programs running on your system.

      1. For every program except Explorer and Systray, click once on each program listed to highlight it and click on the End Task button.

        Note: Each time that you click on the End Task button, you will have to press and hold the Ctrl, Alt and Delete keys to bring the Close Program window back up.

         
      2. Try your US Message connection again. If this resolves the problem, close US Message and restart your computer. Repeat Steps 1 through 3, clicking End Task for only one program at a time. Each time you use End Task, try your US Message connection again. When you stop receiving the error, the last program you used End Task on is the one creating the conflict.
      3. Once you've found the conflicting program, close it before you logon to US Message. You can contact the manufacturer to see if they have more information about a solution so you can use both US Message and this program at the same time.

      After disconnecting from US Message, you can launch the applications that you had closed again by rebooting your computer.

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      Error 691: Username - Password Invalid
      The 691 Member ID / Password error can be caused by several factors. The following information should help you to identify the cause of the error and resolve this issue.

      A. Are you entering your Login ID and Password correctly ?

      Ensure that you are entering your Login ID and Password correctly. Note that Login ID & passwords are case-sensitive, so please ensure that your Caps Lock key is not active.


      B. Was your account successfully created ?

          1. If your US Message account was created, you should have seen a "Subscription Confirmation" message upon creation of your account, or have been successful in using the account in the past.
         2. Did you type a valid Credit Card number and expiration date? If your credit card decline, you will not be able to log in.


      C
      . Is you account on hold for no payment ?
      Did you recently change your credit card? If your credit card declined, your account will be placed on hold until payment received.


      D. Do you have the software set to automatically remember your Password ?

      Sometimes, the password has been changed. This can happen due to any number of reasons, such as someone accidentally leaning on the keyboard. Try deleting the password and re-entering it. In this instance, re-entering the information will correct the error.

      E. Is your access number valid ?

      To find available access numbers in your area, click here.

      RETURN TO TOP


      Unnumbered Error Messages - Alphabetical Order

      Access Denied
      Windows NT 4.0 Dial-up

      Note: Error Access denied is an authentication error. The likely cause is an incorrect username or password, or entering a "remote network domain."

      1. On your desktop, double-click the My Computer icon.
      2. Double-click the Dial-Up Networking icon. <
      3. Select the Phonebook entry to dial that you are having problems with.
      4. Click on the More button and select Edit entry and modem properties.
      5. Select the Security tab.
      6. Click on the Unsave password button.
        Note: This button may be greyed - if so skip to the next step.
      7. Click OK.
      8. Click on the Close button.
      9. Retry the US Message connection.

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      Application Cannot Continue
      There are two potential reasons for the "Application Cannot Continue" error message. They are described below, along with suggested resolution strategies.

      Disable Call Waiting
      If you have Call Waiting service with your telephone company, and call waiting is enabled in the Dial-up software, your connecting to the internet will be interrupted when someone attempts to call you. Please open the Dialer software and disable Call Waiting.

      (Place DUN software provider instructions here)
      Change your email settings

      If you are regularly disconnected from the internet each time you check your email, it is highly likely that your email program is programmed to automatically disconnect you when you finish sending or receive your email. To remedy this situation, locate your email software below and follow the instructions.

      Outlook Express:

      1. Open Outlook Express
      2. Form the Tools menu, select Options.
      3. Select the Connection tab.
      4. Ensure that hang-up after sending and receiving mail is NOT checked.
      5. Click OK.
      6. Form the Tools menu, select Accounts.
      7. Select the Mail tab and click once on the US Message account to highlight it.
      8. Click on the Properties button.
      9. Select the Connection tab and ensure that the Always connect to this account using is not checked.
      10. Click OK.

      Eudora 5.0

      1. Open Eudora.
      2. From the Tools menu, select Options.
      3. On the left side of the Options window, select Internet Dialup.
      4. Ensure that Hang-up after receiving and sending is NOT checked.
      5. Click OK.

      Outlook 98/2000

      1. Open Outlook.
      2. From the Tools menu, select Options.
      3. Select the Mail Delivery tab.
      4. Ensure that Hang-up after sending, receiving or updating is NOT checked.
      5. Click OK.

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        Computer is not receiving a response from the modem
        (if you are using an external modem, please make sure that your modem is turned on and that your computer is connected to the serial/com port of your computer).

        Check to ensure that these steps are consistent with my dialer software>

        1. On your desktop, double-click the "My Computer" icon.
        2. Double click the "Dial-up Networking" folder.
        3. Click on the US Message icon to highlight it.
        4. From the "File" menu, select "Properties."
        5. Under "Connect using," click on the "Configure" button.
        6. Select the "Connection" tab.
        7. ON the lower-right, click on the "Advanced" button.
        8. If you have it, consult your modem document for an initialization string suitable for PPP or TCP/IP connections.
        9. In the "Extra settings" field, type the proper initialization string. If you do not have your modem's users manual, try "ATZ," "AT&F1" or "AT&F."
        10. Click "OK."
        11. If your dialer can now connect to the Internet, you are able to use your Internet applications (Netscape Navigator, Eudora, etc.).
        12. If these instructions do not work, check the modem using Hyperterminal with the instructions below.

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        Configuration Error
        If you have more than one copy of US Message installed on your computer, you will get a Configuration Error message when you start up US Message.

        This error message is mostly harmless, and clicking on the OK button will allow the program to continue loading and bring up your logon screen. If, however, you want to get rid of the error, you will need to uninstall and erase all copies of US Message from your computer and reinstall the latest version.

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        Connection Failure - The member ID or password you have entered is incorrect
        1. Are you entering your Member ID and Password correctly?
          Make sure that you are entering your US Message Member ID and Password correctly. Your member ID is everything to the left of the @usmessage.net in your email address. For example, the Member ID for nancy@usmessage is nancy. Please remember that you Password is case sensitive.
        2. Was your account successfully created?
          If your US Message account was created, you should have seen a confirmation screen with your new account information. In addition, if you were ever able to successfully log into your account, if should be valid.
        3. Do you have the software set to automatically remember your Password?
          It is possible that the password entered into the US Message software may be changed. If you are unsure your password is correct, delete the password currently in the software and re-type the password carefully. If the password was accidentally changed, this will fix the error.
        4. Have you reset your password recently?
          If you reset your password recently make sure to enter the new password into the US Message software. If you are unsure which password the software remembers, enter your new password on the US Message log-on screen before attempting to connect. If you never reset your password, then it should be the same one you used when signing for a US Message account.
        5. Is your access number valid?
          To search available access numbers, click here.
          Again, please note that you should check with your local telephone company to confirm that your calling plan will not result in additional charges from any US Message access number. You are solely responsible for all telephone charges related to accessing our services and US Message will not reimburse you for any such charges, including long distance or toll charges.

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          DUN (Dial-up Networking) not installed
          DUN (Dial-up Networking) not installed - Windows 95/98/NT

          Note: If you are on a Network or company LAN, contact your system administrator before making any network changes.

          To resolve this issue, you will first need to install Dial-Up Networking. Without Dial-Up Networking, you will not be able to connect to the Internet. Before starting, ensure that you have your Windows CD then follow the steps below.

          Windows 95 Users: You must be running the latest version of Microsoft's DUN (Dial-Up Networking). Click here to download DUN.

          Install DUN (Dial-up Networking)

          1. Click on the Windows Start button, point to Settings and select Control Panel.
          2. Double-click the Add/Remove Programs icon.
          3. Select the Windows Setup tab and double-click the Communications option.
          4. Check the box next to Dial-Up Networking and insert your Windows CD.
            As soon as you have finished installing Dial-Up Networking, reboot your computer.

          Configuring the Windows Network Components for Dial-Up-Networking

          The following instructions are for those systems that are not on a Local Area Network (LAN). If you are on a LAN and follow these directions, you may create a conflict that will disrupt your computer's connection to your LAN. Please contact your network administrator for assistance before you continue making any changes to the system configuration.

          1. Click on the Windows Start button, point to Settings and select Control Panel.
          2. Double-click the Network icon.
          3. What you will find listed under the Configuration tab will depend on your version of Windows. US Message requires three network components total, but you may have more or less listed. The three that are required are:
            • Client for Microsoft Networks
            • Dial-Up Adapter
            • TCP/IP
              Note: You may see TCP/IP->Dial-up Adapter grouped together.

          If Client for Microsoft Networks is not listed, you will need to add it:

          1. Click on the Add button.
          2. Select Client.
          3. Click on the Add button.
          4. Under Manufacturers, select Microsoft.
          5. Under Network Clients, select Client for Microsoft Networks.
          6. Click OK.
          Note: This may automatically add all three components.

          If Dial-Up Adapter is not listed, you will need to add it:

          1. Click on the Add button.
          2. Select Adapter.
          3. Click on the Add button.
          4. Under Manufacturers, select Microsoft.
          5. Under Network Adapters, select Dial-Up Adapter.
          6. Click OK.

          If TCP/IP is not listed, you will need to add it:

          1. Click on the Add button.
          2. Select Protocol.
          3. Click on the Add button.
          4. Under Manufacturers, select Microsoft.
          5. Under Network Protocols, select TCP/IP.
          6. Click OK.
          Once you have confirmed that the three required Network components are installed, check your network settings to ensure that TCP/IP is correctly configured.

          Check Network Settings

          Note: In the Primary Network Logon drop-down menu, ensure that Client for Microsoft Networks is selected.

          1. Double-click TCP/IP->Dial-Up Adapter.
            Note: If you get a TCP/IP Properties Information window, click OK.
          2. Ensure that only the circle next to Obtain an IP address automatically is checked.
          3. Select the WINS Configuration tab.
          4. Ensure that only the circle next to Disable WINS Resolution is checked.
          5. Click OK. You will be prompted to re-boot your computer.
          6. Click OK.

          Retry the US Message connection

          DUN (Dial-Up Networking) not installed - Windows ME

          To resolve this issue, you will first need to install Dial-Up Networking. Without Dial-Up Networking, you will not be able to connect to the Internet. Before starting, ensure that you have your Windows CD then follow the steps below.

          INSTALL THE DIAL-UP NETWORKING COMPONENT

          Main Screen : click on the Windows Start button.

          Start : roll-over the "Settings" folder.

          Settings : click on the "Control Panel" icon.

          Double-click on the "Add/Remove Programs" icon.

          Click once on the Communications line. Then click on the "Details..." button. Make sure that there is a check mark to the left of the Dial-Up Networking entry.

          If not, click on the checkbox to turn on the check mark.

          Click "OK".

          Click "OK" again to return to the Control Panel screen. You may be prompted for your Windows ME CD-ROM. If your machine asks to be restarted, do so at this time.

          INSTALL THE TCP/IP NETWORK PROTOCOL

          Click on the start button. : Roll-over the "Settings" folder.

          Settings : Click on the "Control Panel" icon again.

          Double-click on the "Network" icon.

          If you have more than one network adapter (a LAN network card, for example), you should see a "TCP -> Dial-Up Adapter" protocol instead of just the "TCP/IP" protocol shown above. If you do not have any "TCP/IP" protocol listed as an installed network component, click on the "Add..." button.

          Click on the "Protocol" icon. Click "Add...".

          Click on "Microsoft" under the list of manufacturers on the left. On the right, click on the "TCP/IP" icon. Click "OK" to return to the Network control panel. Click "OK" again to commit the changes. If the machine prompts to be restarted, then go ahead and reboot at this time.

          Once your Network control panel contains both the Dial-Up Adapter and a corresponding TCP/IP protocol, the machine is ready to continue to connect with US Message.

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          Kernel32.DLL

          Kernel32 errors can be caused by various software conflicts or outdated hardware device drivers. Because this type of error can be caused by so many factors, some troubleshooting will be necessary in order to find the solution.

          1. Adjust your Hardware Acceleration

            The first step is lowering your Hardware Acceleration. To do this, please follow the steps below.

            1. Click on the Windows Start button, point to Settings and select Control Panel.
            2. Double-click the System icon and select the Performance tab.
            3. Click on the Graphics button.
            4. Click and hold the mouse button on the slider bar and drag it all the way to the left.
            5. Click OK and OK again.
            6. Try your US Message connection again.
            7. If this fixes the problem, follow Steps 1 through 5 again, increasing the acceleration one notch at a time until the problem re-appears. Repeat Steps 1 through 5 once more and lower the slider bar one notch for the permanent setting.
            If this resolves the issue, you will need to upgrade your video drivers. Contact your video card manufacturer for the latest drivers.
          2. Close other programs running to conserve system resources

            To conserve system resources, disable all programs running in the background by following these steps:

            1. Press and hold the Ctrl, Alt and Delete keys at the same time.
            2. Click once on each program listed, except Explorer and Systray, to highlight it and click on the End Task button.
              Note: Each time that you click on the End Task button, you will have to press and hold the Ctrl, Alt and Delete keys to bring the Close Program window back up.
            3. Try your US Message connection again. If this resolves the problem, close US Message and restart your machine. Repeat Steps 1 through 3, clicking End Task for only one program at a time. Each time you use End Task, try your US Message connection again. If you encounter the error again, you will know which program is creating the conflict.

              After disconnecting from US Message, you can re-launch the applications that you had closed by restarting your computer.

          3. Disable Active Desktop and Auto-hide

            To disable Active Desktop and remove the Auto-hide feature on the taskbar, please follow these steps:

            Deactivate Active Desktop:

            1. Right-click anywhere on your desktop.
            2. From the pop-up menu, select Active Desktop.
            3. Make sure that nothing is checked.
            4. If Active Desktop is not listed, then you do not have Active Desktop installed.
                Deactivate Auto-hide:
              1. Click on the Windows Start button, point to Settings and select Taskbar & Start Menu. img
              2. Uncheck the Auto Hide box and click OK.
          4. Are you running Windows 95 ?

            If you are running Windows 95, you should also update Winsock. Click here to download the Windows Socket 2 Update.

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          Microsoft Dial-Up Adapter is not installed
          Windows 95/98/NT

          If you receive this error message, you may be missing this component or the dial-up adapter file is corrupt. The instructions below will help you to check your network settings for the file, remove it if necessary, and reinstall a new copy of the file.

          1. Click on the Windows Start button, point to Settings and select Control Panel.
          2. Double-click the Network icon.
          3. If Dial-Up Adapter is installed, click on it once to highlight it.

            Note: If Dial-Up Adapter is NOT installed, skip to Step 3 below.

          4. Click on the Remove button.
          5. Click OK to exit.
          Install a new Dial-up Adapter
          1. Click on the Windows Start button, point to Settings and select Control Panel.
          2. Double-click the Network icon.
          3. Click on the Add button.
          4. Select Adapter.
          5. Click on the Add button.
          6. Under Manufacturers, select Microsoft.
          7. Under Network Adapters, select Dial-Up Adapter.
          8. Click OK to exit. If you are prompted to restart your computer, click Yes.

            Retry the US Message connection.

          Windows Me

          If you receive this error message, you may be missing this component or the dial-up adapter file is corrupt. The instructions below will help you to check your network settings for the file, remove it if necessary, and reinstall a new copy of the file.

          1. Click on the Windows Start button, point to Settings and select Control Panel. img
          2. Double-click the Network icon.

            Note: If you do not see Network listed then click view all Control Panel options located on the left side of the window.

            IMPORTANT ! Before making any changes to your Network settings, please ensure that you have your Windows CD.

          3. If Dial-Up Adapter is installed, click on it once to highlight it.
          4. Click on the Remove button.
          5. Click OK to exit.
          Install a new Dial-up Adapter

          In order to add the Dial-up Adaptor component, you will need to uninstall and reinstall Dial-Up Networking by following the instructions below.

          Uninstalling Dial-Up Networking

          1. Click on the Windows Start button, point to Settings and select Control Panel.
          2. Double-click the Add/Remove Programs icon.
          3. Select the Windows Setup tab.
          4. Click once on Communications to highlight it.
          5. Click on the Details button.
          6. Click in the box next to Dial-Up Networking to remove the check mark.
          7. Click OK
          8. Click OK again. The following window will appear:
          9. Click Yes to restart your computer.
          Reinstalling Dial-Up Networking
          1. Click on the Windows Start button, point to Settings and select Control Panel.
          2. Double-click the Add/Remove Programs icon.
          3. Select the Windows Setup tab.
          4. Click once on Communications to highlight it.
          5. Click on the Details button.
          6. Check the box next to Dial-Up Networking.
          7. Click OK
          8. Click OK again. The following window will appear:
          9. Click Yes to restart your computer.

            This will add the Dial-up Adapter component to the Network Components and should resolve the issue.

          Retry the US Message connection.

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          Modem does not exist, is not plugged in, or is out of service
          If the modem is external, ensure that the power switch is on. Restart Windows and continue with the following steps:
          1. Click on the Windows Start button.
          2. Point to Settings and select Control Panel.
          3. Double-click the Modems icon.
          4. Select the Diagnostics tab.
          5. Click on the More Info button and wait for a response.
          6. If Diagnostics returns data from the modem, then there is not necessarily a hardware problem.

            Note: If it returns no data, the machine should be looked at by a qualified computer hardware technician.

          7. Click on the Close button to exit.

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          Proxy Server
          If you receive this error message, your browser is set to use a proxy. Because US Message does not need a Proxy Server, this browser setting creates a conflict. This problem can be easily remedied by disabling the proxies in your default browser.

          Netscape Users:

          1. Open Netscape.
          2. From the Edit menu, select Preferences.
          3. On the left side of the window, click the + next to Advanced.
          4. Under Advanced, click on Proxies.
          5. Select Direct Connection to the Internet and click OK.

          Internet Explorer Users:

          1. Click on the Windows Start button, point to Settings and select Control Panel.
          2. Double-click on the Internet or Internet Options icon.
          3. Select the Connections tab.
          4. Click on the LAN Settings button.

            Note: For Internet Explorer 4.0 users only, click on the Settings button.

          5. Uncheck the Use a Proxy Server box and click OK.
          6. Click OK again to exit.
          You should now be able to view all Web sites through US Message.

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          TCP/IP not installed

          Windows 95/98/NT

          If you receive this error when installing US Message, you will need to install the Network Component TCP/IP before continuing with the US Message installation. Please follow the instructions below to install TCP/IP.

          Configuring the Windows Network Components for Dial-Up-Networking

          The following instructions are for those systems that are not on a Local Area Network (LAN). If you are on a LAN and follow these directions, you may create a conflict that will disrupt your computer's connection to your LAN. Please contact your network administrator for assistance before you continue making any changes to the system configuration.

          1. Click on the Windows Start button, point to Settings and select Control Panel.
          2. Double-click the Network icon.

            IMPORTANT! Before making any changes to your Network settings, please ensure that you have your Windows CD.

          3. What you will find listed under the Configuration tab will depend on your version of Windows. US Message requires three network components total, but you may have more or less listed. The three that are required are:
            • Client for Microsoft Networks
            • Dial-Up Adapter
            • TCP/IP

            Note: You may see TCP/IP->Dial-up Adapter grouped together.

          If Client for Microsoft Networks is not listed, you will need to add it:

          1. Click on the Add button.
          2. Select Client.
          3. Click on the Add button.
          4. Under Manufacturers, select Microsoft.
          5. Under Network Clients, select Client for Microsoft Networks.
          6. Click OK.

          Note: This may automatically add all three components.

          If Dial-Up Adapter is not listed, you will need to add it:

          1. Click on the Add button.
          2. Select Adapter.
          3. Click on the Add button.
          4. Under Manufacturers, select Microsoft.
          5. Under Network Adapters, select Dial-Up Adapter.
          6. Click OK.

          If TCP/IP is not listed, you will need to add it:

          1. Click on the Add button.
          2. Select Protocol.
          3. Click on the Add button. img
          4. Under Manufacturers, select Microsoft.
          5. Under Network Protocols, select TCP/IP.
          6. Click OK.

          Once you have confirmed that the three required Network components are installed, check your network settings to ensure that TCP/IP is correctly configured.

          Check Network Settings

          Note: In the Primary Network Logon drop-down menu, ensure that Client for Microsoft Networks is selected.

          1. Double-click TCP/IP->Dial-Up Adapter.

            Note: If you get a TCP/IP Properties Information window, click OK.

          2. Ensure that only the circle next to Obtain an IP address automatically is checked.
          3. Select the WINS Configuration tab.
          4. Ensure that only the circle next to Disable WINS Resolution is checked.
          5. Click OK. You will be prompted to re-boot your computer.
          6. Click OK.
          Retry the US Message connection.

          Windows Me

          If you receive this error when installing US Message, you will need to install the Network Component TCP/IP before continuing with the US Message installation. Please follow the instructions below to install TCP/IP.

          Configuring the Windows Network Components for Dial-Up-Networking

          The following instructions are for those systems that are not on a Local Area Network (LAN). If you are on a LAN and follow these directions, you may create a conflict that will disrupt your computer's connection to your network. Please contact your network administrator for assistance before you continue making any changes to the system configuration.

          Step A. Verify that all Network components are present

          1. Click on the Windows Start button,
          2. Point to Settings and select Control Panel.
          3. Double-click the Network icon.

            Note: If you do not see Network listed then click view all Control Panel options located on the left side of the window.

            IMPORTANT! Before making any changes to your Network settings, please ensure that you have your Windows CD.

          4. What you will find listed under the Configuration tab will depend on your version of Windows. US Message requires three network components total, but you may have more or less listed. The three that are required are:
            • Client for Microsoft Networks
            • Dial-Up Adapter
            • TCP/IP
            Note: You may see TCP/IP->Dial-up Adapter grouped together. If these three components are not listed, you will need to add them by following the instructions below. If all of the components are listed, click OK and skip to Step B below.

          To Add Client for Microsoft Networks:

          1. Click on the Add button.
          2. Select Client.
          3. Click on the Add button.
          4. Under Manufacturers, select Microsoft.
          5. Under Network Clients, select Client for Microsoft Networks.
          6. Click OK.

          To Add TCP/IP:

          If TCP/IP is not listed under Network Components then please follow these instructions to add it. If it is listed then please skip down to Add Dial-up Adapter.

          1. Click on the Add button.
          2. Select Protocol.
          3. Click on the Add button.
          4. Under Manufacturers, select Microsoft.
          5. Under Network Protocols, select TCP/IP.
          6. Click OK, then click OK again. The following window will appear:
          7. Click Yes to restart your computer.

          To Add Dial-up Adapter:

          In order to add the Dial-up Adaptor component, you will need to uninstall and reinstall Dial-Up Networking by following the instructions below.

          Uninstalling Dial-Up Networking

          1. Click on the Windows Start button, point to Settings and select Control Panel.
          2. Double-click the Add/Remove Programs icon.
          3. Select the Windows Setup tab.
          4. Click once on Communications to highlight it.
          5. Click on the Details button.
          6. Click in the box next to Dial-Up Networking to remove the check mark.
          7. Click OK
          8. Click OK again. The following window will appear:
          9. Click Yes to restart your computer.

          Reinstalling Dial-Up Networking

          1. Click on the Windows Start button, point to Settings and select Control Panel.
          2. Double-click the Add/Remove Programs icon.
          3. Select the Windows Setup tab.
          4. Click once on Communications to highlight it.
          5. Click on the Details button.
          6. Check the box next to Dial-Up Networking.
          7. Click OK
          8. Click OK again. The following window will appear:
          9. Click Yes to restart your computer. Once you have confirmed that the three required Network components are installed, ensure that TCP/IP is correctly configured.

          Step B. Verify your Network Settings

          1. Click on the Windows Start button, point to Settings and select Control Panel.
          2. Double-click the Network icon.

            Note: If you do not see Network listed then click view all Control Panel options located on the left side of the window.

            IMPORTANT ! Before making any changes to your Network settings, please ensure that you have your Windows CD.

            Note: In the Primary Network Logon drop-down menu, ensure that Client for Microsoft Networks is selected.

          3. Double-click TCP/IP.

            Note: If you get a TCP/IP Properties Information window, click OK.

          4. Ensure that only Client for Microsoft Networks is checked.
          5. Select the Advanced tab.
          6. Click once on Allow Binding to ATM to highlight it.
          7. From the Value drop-down list, select No.
          8. Select the DNS Configuration tab.
          9. Ensure that Disable DNS is selected.
          10. Click OK.
          11. Click OK to exit.
          Try your US Message connection again.

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          Unable to login to the server using Secure Password Authentication
          Outlook Express

          Complete the following instructions to resolve this issue:

          1. Open Outlook Express.
          2. From the Tools menu, select Accounts.
          3. Select the Mail tab and click once on mail.usmessgae.net to highlight it.
          4. Click on the Properties button.
          5. Select the Servers tab.
          6. Uncheck the circle next to Log on using Secure Password Authentication.
          7. Uncheck the box next to My server requires authentication.
          8. Repeat steps 3-7 if you have more than one account.
          9. Click OK to exit.

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          Unable to open outgoing mail file

          Netscape Mail

          This error is caused by an incorrect mail file setting. Identify and correct your setting by completing the instructions below:

          1. Open Netscape Navigator. img
          2. From the Options menu, select Mail and News Preferences.
          3. Select the Composition tab.
          4. Delete the contents of the Mail File field.
          5. In the Mail File field, type c:\windows\Sent
          6. Click OK to exit.
          7. From the File menu, select Exit.
          8. Restart Netscape Navigator.

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          You do not have any accounts configured for sending email
          This error is caused if there are no e-mail accounts set as default in your e-mail program. To resolve this issue, please follow the steps below.

          For Outlook Express:

          1. Open Outlook Express.
          2. From the Tools menu, select Accounts.
          3. Click once on your US Message e-mail account to highlight it.
          4. Click on the Set as Default button.
          5. Click on the Close button to return to Outlook Express.
          Your US Message account is now set as default and you will be able to send new e-mail.

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          Issues with no Error Message - Alphabetical Order

          I can't obtain a stable connection with US Message
          If you are experiencing problems maintaining a stable connection with US Message, the following information should help you to resolve the issue.

          1. Have you tried another access number ?
            Your connection may have been dropped due to technical difficulties with the access number you are using. Try connecting to US Message again. If the problem persists, try using another access number in your area.
          2. Do you have Call Waiting ?
            If you have Call Waiting enabled, you will be disconnected from the Internet when someone tries to call you. To disable Call Waiting do the following: Open US Message Dialer.

            Click in the box next to Disable call waiting by dialing to put a check in it and ensure that *70 is entered in the text box to the right.

            Click the Connect button to connect to US Message. Call Waiting will be disabled and you should not be interrupted while online.

          3. Verify your modem settings
            If your modem is not configured correctly, you will experience problems connecting. To verify your modem settings, please follow the steps below.
            1. Click on the Windows Start button, point to Settings and select Control Panel.
            2. Double-click the Modems icon.
            3. Click once on the modem that is installed to highlight it and click on the Properties button.
            4. Select the General tab and look for the Maximum Speed section. Change the settings to match your modem.
              1. If you have a 28.8 or 33.6 modem, select 38400.
              2. If you have a 56k V.90 or Flex modem, select 57600.
            5. Verify that the box for Only connect at this speed is NOT checked.
            6. Click OK, then OK again and close the Control Panel.

              Note: Me users DO NOT close the control panel. Skip to number 8.

            7. Double-click on the My Computer icon on your desktop.
            8. Double-click on the Dial-Up Networking icon.
            9. Click once on the US Message icon to highlight it. From the File menu, select Properties.
            10. Ensure the correct modem is selected in the Connect using field.
            11. Click on the Configure button.
            12. Select the General tab and look for the Maximum Speed section. Change the settings to match your modem.
              1. If you have a 28.8 or 33.6 modem, select 38400.
              2. If you have a 56k V.90 or Flex modem, select 57600.
            13. Verify that the box for Only connect at this speed is NOT checked.
            14. Click OK, then OK again and close the Control Panel.
          Try your US Message connection again.

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          I can't view Web pages
          Windows 95/98/NT

          If you are experiencing problems viewing Web pages, there may be several causes. The information listed below should help you to determine the cause of the problem and find a solution.

          1. Do you have proxy settings enabled ?

            To verify whether you have proxy settings enabled and to disable them, please follow these steps:

            Netscape Users:

            1. Open Netscape.
            2. From the Edit menu, select Preferences.
            3. On the left side of the window, click the + next to Advanced.
            4. Under Advanced, click on Proxies.
            5. Select Direct Connection to the Internet and click OK.

            Internet Explorer Users:

            1. Click on the Windows Start button, point to Settings and select Control Panel.
            2. Double-click on the Internet or Internet Options icon.
            3. Select the Connections tab

              Note: For Internet Explorer 5.0 users only, click on the Settings button.

            4. Uncheck the Use a Proxy Server box and click OK.
            5. Click OK again to exit.
          2. Rename the Additional wsock32.dll Files

            If you are still experiencing difficulties viewing Web sites, complete the steps below to rename any extra copies of the wsock32.dll file that may be located on your computer.

            1. Click on the Windows Start button, point to Find and select Files Or Folders.
            2. In the Named text box, type wsock32.dll and click Find Now.
            3. You will need to rename any copy of the wsock32.dll file that is not located in the C:\Windows\System folder. To rename a file:

              • Click once on the file to highlight it.
              • From the File menu, select Rename.
              • Type in a new name (for example, wsock32(old).dll).
              • Press the Enter key on your keyboard for the new name to take effect.

            4. Repeat the steps above for each copy of the wsock32.dll file on your system that is NOT in the C:\Windows\System folder.

              Try logging on to US Message again. If you are still unable to view Web pages, proceed to Step 4 below.

          3. Verify your network settings

            Once you've added any necessary components, follow the steps below.

            1. Click once on TCP/IP to highlight it and click on the Properties button.
            2. Select the DNS Configuration tab and ensure that Disable DNS is checked.
            3. Select the WINS Configuration tab and make sure that Disable WINS Resolution is checked.
            4. Click OK.
            5. In the Primary Network Logon field, make sure that Client for Microsoft Networks is selected.
            6. Click OK.
            7. Click on Dial-up Adapter once to highlight it.
            8. Click on the Properties button.
            9. Select the Advanced tab and click once on Use IPX Header Compression to highlight it.
            10. Under the Value drop-down menu, select NO.
            11. Click OK and OK again. The following window will appear:
            12. Click Yes to restart your computer.
          4. Some secure Web sites require your browser to support "128-bit high encryption"

            You can check if your existing browser supports by doing the following:

            1. Open your browser.
            2. Click on the Help menu.
            3. Select About Navigator for Netscape, or About Internet Explorer for IE.
            4. Look under Encryption or Cipher strength to find the details for your browser.

              If you use Internet Explorer and need to upgrade to 128-bit encryption, click here.

          Windows Me

          If you are experiencing problems viewing Web pages, there may be several causes. The information listed below should help you to determine the cause of the problem and find a solution.

          1. Do you have proxy settings enabled ?

            To verify whether you have proxy settings enabled and to disable them, please follow these steps:

            Netscape Users:

            1. Open Netscape.
            2. From the Edit menu, select Preferences.
            3. On the left side of the window, click the + next to Advanced.
            4. Under Advanced, click on Proxies.
            5. Select Direct Connection to the Internet and click OK.

            Internet Explorer Users:

            1. Click on the Windows Start button, point to Settings and select Control Panel.
            2. Double-click on the Internet or Internet Options icon.
            3. elect the Connections tab and click on the LAN Settings button.
            4. Uncheck the Use a Proxy Server box and click OK.
            5. Click OK again to exit.

          2. Rename the Additional wsock32.dll Files

            If you are still experiencing difficulties viewing Web sites, complete the steps below to rename any extra copies of the wsock32.dll file that may be located on your computer.

            1. Click on the Windows Start button, point to Find and select Files Or Folders.
            2. In the Named text box, type wsock32.dll and click Find Now.
            3. You will need to rename any copy of the wsock32.dll file that is not located in the C:\Windows\System folder. To rename a file:
              • Click once on the file to highlight it.
              • From the File menu, select Rename.
              • Type in a new name (for example, wsock32(old).dll).
              • Press the Enter key on your keyboard for the new name to take effect.
            4. Repeat the steps above for each copy of the wsock32.dll file on your system that is NOT in the C:\Windows\System folder.

              Try logging on to US Message again. If you are still unable to view Web pages, proceed to Step 4 below.

          3. Verify your network settings

            Once you've added any necessary components, follow the steps below.

            1. Click on the Windows Start button, point to Settings and select Control Panel.
            2. Double-click the Network icon.

              Note: If you do not see Network listed then click view all Control Panel options located on the left side of the window.

            3. Click once on TCP/IP to highlight it and click on the Properties button.
            4. Select the DNS Configuration tab and ensure that Disable DNS is checked.
            5. Click OK.
            6. In the Primary Network Logon field, make sure that Client for Microsoft Networks is selected.
            7. Click OK.
            8. Click on Dial-up Adapter once to highlight it.
            9. Click on the Properties button.
            10. Select the Advanced tab and click once on Use IPX Header Compression to highlight it.
            11. Under the Value drop-down menu, select NO.
            12. Click OK and OK again. The following window will appear:
            13. Click Yes to restart your computer. Try your US Message connection again. You should be able to view Web pages normally.
          4. Some secure Web sites require your browser to support "128-bit high encryption" You can check if your existing browser supports by doing the following:
            1. Open your browser.
            2. Click on the Help menu.
            3. Select About Navigator for Netscape, or About Internet Explorer for IE.
            4. Look under Encryption or Cipher strength to find the details for your browser.

            If you use Internet Explorer and need to upgrade to 128-bit encryption, click here.

            If you use Netscape Navigator and need to upgrade to 128-bit encryption, click here.

          RETURN TO TOP


          I get disconnected after sending and receiving email
          If you are using the Microsoft Outlook Express e-mail client and you are being disconnected after you check for new mail, complete the following instructions to resolve the issue:
          1. Open Outlook Express.
          2. From the Tools menu, select Options.
          3. Select the Connection tab.
          4. Ensure that the box next to Hang up after sending and receiving is NOT checked.
          5. Click OK.
          You will now be able to send and receive mail without being disconnected

          RETURN TO TOP


          My computer "Freezes" (locks up) when I use US Message
          If your system freezes frequently when you are using US Message, there may be a conflict between the US Message software and another software program running on your machine. To resolve this issue complete the steps below:

          For Windows 95/98 Users:

          1. Press and hold the Ctrl, Alt and Delete keys at the same time.
          2. A window will appear, listing all of the programs running on your system.
          3. For every program except Explorer and Systray, click once on each program listed to highlight it and click on the End Task button.

            Note: Each time that you click on the End Task button, you will have to press and hold the Ctrl, Alt and Delete keys to bring the Close Program window back up.

          4. Try your US Message connection again. If this resolves the problem, close US Message and restart your computer. Repeat Steps 1 through 3, clicking End Task for only one program at a time. Each time you use End Task, try your US Message connection again. When you stop receiving the error, the last program you used End Task on is the one creating the conflict.
          5. Once you've found the conflicting program, close it before you logon to US Message. You can contact the manufacturer to see if they have more information about a solution so you can use both US Message and this program at the same time. After disconnecting from US Message, you can re-launch the applications that you had closed by rebooting your computer.
          For Windows NT Users:
          1. Press and hold the Ctrl, Alt and Delete keys at the same time.
          2. Click on the Task Manager button.
          3. For every program except Explorer and Systray, click once on each program listed to highlight it and click on the End Task button.

            Note: Each time that you click on the End Task button, you will have to press and hold the Ctrl, Alt and Delete keys to bring the Close Program window back up.

          4. Try your US Message connection again. If this resolves the problem, close US Message and restart your computer. Repeat Steps 1 through 3, clicking End Task for only one program at a time. Each time you use End Task, try your US Message connection again. When you stop receiving the error, the last program you used End Task on is the one creating the conflict.
          5. Once you've found the conflicting program, close it before you logon to US Message. You can contact the manufacturer to see if they have more information about a solution so you can use both US Message and this program at the same time. After disconnecting from US Message, you can re-launch the applications that you had closed by rebooting your computer.

          RETURN TO TOP


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