Robert J Turner

This document was constructed for Islandnet.com customers but it has useful references for other people too….:

Before I ask you to go through all or any of the loger instructions below, first try:

1. Close Outlook Express
2. Restart your computer and try Again

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Item #1 - Outlook Express problems

Problem A: Outlook starts downloading but it stops always in the same E-mail
Problem B: Outlook keeps downloading the same Emails over and over
Problem C: It just “sits there” or gives me a Server time out error
Problem D: It cannot find server

In these cases the problem is most likely that an E-mail is clogging your mailbox at the server. This could happen because an E-mail that was sent to you is too large (like photographs) and Outlook Express is having problems downloading it or because the E-mail itself is somehow corrupt.

The best way to deal with this problem is by using our WEBMAIL.

WEBMAIL allows you to access your E-mail right at the server, which means mainly three important things:

A: You can go into Webmail from any computer in the world (all you need
is your username and password)

BTW, your username is not your E-mail address, It’s just the first part of your E-mail address, so, if your E-mail address is joey@islandnet.com, your user name is joey.

Your password is the one when you signed up with us originally or the most recent one you requested if you had your password changed.

B: By getting to your E-mail at the server (before it’s downloaded to your computer), you can delete any messages that may be too large, or too suspicious, or may contain a virus, etc), Web-mail is not just a great toll to have, you can protect your computer by deleting some messages from your mailbox BEFORE you download them to your computer.

C: Web-mail let’s you use your E-mail account from any computer, anywhere in the world. You can use it from home, the office, a friend’s house or if you are away on holidays.

A few other things that you need to know about Webmail:

1. From time to time, delete any messages that you no longer need from:
A: Your Inbox (Same thing as your Inbox in your Outlook Express)
B: Your Inbox Sent Items (Same thing as your Sent Items in your Outlook Express)
C: Your Trash (same thing as Deleted Items in your Outlook Express)
D: When you are done using Web-mail, try and remember to click on Log Out
E: If you want to delete a whole bunch of items at the same time, do this:

1. Click on Toggle All
2. Click on Delete
You may have Delete to Folder Trash enabled, this means that the
mails are moved into the trash folder which you will need to empty.

Here is how to use Web-mail:

1. Connect to the Internet using your connection shortcut or your browser
eg: Internet Explorer.
2. Go to our website (http://www.islandnet.com)
3. Log in with the username and password,
Islandhosting and Highspeed plus customers remember to
change the service drop-down to your service.
3. On the top of the page screen you will see a WEBMAIL, If it has
a red exclamation before it it means “You Have Mail”
4. Click on the word WEBMAIL

Note: If when you are trying to log in you get am OOPS! Message

Try it again, make sure that you have the right user name and password and also check that you dont have CAPS LOCK on on the keyboard.

Usernames and passwords are case sensitive. It may be that your browser (eg. Internet Explorer/Netscape) does not have cookies enabled.

If it still doesn’t work, please call us and we will double check your user name and password with you and/or check your browser settings.

5. Once inside Webmail you can see who the message is from and the subject
6. If you want to read the E-mail, click on the subject itself
7. Now that the E-mail is open you can choose what to do with it (reply-delete-etc)
9. If you scroll to the bottom, you can also see attachments, If you donot recognise the sender then its advisable that you donot open the attachments, especially if it looks like SPAM or an Undeliverable error email to a sender you never sent to.
10. If you want to delete the E-mail, just click on delete.
11. Once you clicked on delete, it will take you right back to your Inbox
12. You can now continue looking at other Emails, just click on the Subject line
13. Once you are done using Web-mail, Log Out and try your Outlook Express again.
14. If your Outlook Express is till not working, try Item 2

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Item #2 - The email Account settings need to be check/changed

This could happen because Outlook has “lost” it’s settings or someone has accidentally changed them. Also some programs like anti-viral and anti-spam programs as well as some spyware can change these settings.

1. Open ‘Outlook Express’
2. Click on ‘Tools’ at the top, it will drop down a menu of choices.
Look for Accounts (Normally near the bottom)
3. Click on the word ‘Accounts’, it will open a window called
“Internet accounts”
4. Click on the ‘Mail’ tab
5. Under accounts, double click the pop.islandnet.com email account
if you have more than one email account listed in this box and
are sure you should only be checking one email account then you
may want to contact Islandnet Technical Support to verify what
accounts should be in this window.
6. A window should open with some tabs across the top reading,
General / Servers / Connection etc.. and you will be looking
at the General Tab, in there you should see your pop.islandnet.com
in the first feild and your name and your email address, make sure
the email address is correct and in lowercase.
7. Click on the Servers tab.
It should read:
My incomming mail server is a [POP3] Server
Incomming mail(POP3): [pop.islandnet.com ]
Outgoing Mail (SMTP): [mail.islandnet.com ]
Account Name : [joey ]
Obviously you weould put your account name here and not joey.
If your account name is showing as myaccname@islandnet.com
delete the @islandnet.com or if it shows in here as
myaccname%ppp then delete the %ppp. Account names with a
space character after them will also cause problems in
connecting to us.
Password : [........ ]
Appears as dots or stars depending on Windows versions.
If you sure of what your password is then retype it here,
make sure caps lock isny on or if you have numbers in you
password and you use the number keys on the right of the
keyboard to enter your password that num-lock isnt on either.
Remember Password : [X]
Maybe checked, if you want your email program to remember your
password for you, some people would rather get asked for the
password each time emails are retrieved, a good security
precaution if more than one person in the house uses the computer
and your emails are private.
Nothing else on this screen should be checked except if Technical
support has informed you otherwise. Some computers seem to
be exceptions to the rule.
8. Click on the Connections Tab. Connect to this account using: should
be checked and for Dial-up users it should read underneath either
“Islandnet” or “Connection to 3804731″ where the number is one of
the Islandnet Dial up numbers, check with Technical Support if you
are unsure of this or it it says anything else. Highspeed
connections normally have Local Area Network in this box. You can
Click the down arrow to the right of this field to see other
connections setup on your system.
9. There are other settings here in that may effect your connection but
they will not be covered here, click Apply button then the OK
Button, Close the accounts window and retry retrieving your email.
If it doesnt work contact Technical Support.

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Item #3 - Password Authentication Error in Mail (won’t accept your password)

1. Try Item 1. If it doesn’t work, then try this:
2. Open ‘Outlook Express’
3. Click on ‘Tools’ at the top, it will drop down a menu of choices.
Look for Accounts
4. Click on ‘Accounts’ it will open a window called Internet accounts
5. Click on the ‘Mail’ tab and highlight mail.durham.net (just click on it
once)
6. Click on ‘Properties’ over to the right
7. Click on the ‘Servers’ tab
8. The sentence ‘Log on using Secure Password Authentication’ should not
be ticked
9. While you are there, retype your password
10. Make sure that your Mail server entries read:

My incomming mail server is a [POP3] Server
Incomming mail(POP3): [pop.islandnet.com ]
Outgoing Mail (SMTP): [mail.islandnet.com ]

11. Click Apply and OK
12. Close the Internet accounts window
13. click on “Send/Recv” at the top of your screen.
14. If it doesn’t work, Close Outlook Express, Restart your computer and
try Again
15. If it doesn’t work, try Item 2

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Item #4 - Hangs up after sending and receiving.

If you find that your computer hangs up the connection after sending
and recieving email see the 5 steps below:

1. Click on Tools at the top of your screen. It will drop down a menu
2. Click on ‘Options’
3. Click on the ‘Connections’ tab
4. Make sure that the box that says “Hang up after sending and receiving”
is NOT checked.
5. Click on Apply at the bottom

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Item #5 - You can receive but you cannot send:

This is usually caused by one of three things:

A: Your outgoing mail server is no longer set to mail.islandnet.com

To check/change this, Do this:

1. Open ‘Outlook Express’
2. Click on ‘Tools’ at the top, it will drop down a menu of choices.
Look for Accounts
3. Click on ‘Accounts’ it will open a window called Internet accounts
4. Click on the ‘Mail’ tab and highlight pop.islandnet.com by clicking it
once
5. Click on ‘Properties’ over to the right
6. Click on the ‘Servers’ tab
7. The sentence ‘Log on using Secure Password Authentication’ should NOT
be ticked
8. While you are there, retype your password
9. Make sure that your Mail server entries read:

My incomming mail server is a [POP3] Server
Incomming mail(POP3): [pop.islandnet.com ]
Outgoing Mail (SMTP): [mail.islandnet.com ]
10. Click Apply and OK
11. Close the Internet accounts window
12. click on “Send/Recv” at the top of your screen.
13. If it doesn’t work:
14. Close Outlook Express
15. Restart your computer and try Again
16. If it doesn’t work, try B.

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B: Your antivirus program is keeping you from being able to
send E-mail out. Try this:

1. Open your antivirus program
2. Look for something that taks about “Options” or “E-mail options”
or “E-mail”
3. Look for something that talks about ” Scanning Outgoing or
SMTP E#-mail”
4. Try disabling the outgoing or SMTP E-mail scanning.
5. Close your antivirus program
6. Open Outlook Express
7. click on “Send/Recv” at the top of your screen.
8. If it doesn’t work:
9. Close Outlook Express
10. Restart your computer and try Again
11. If it doesn’t work, try C.

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C: Your firewall program is keeping you from being able to send E-mail
out. Try this, these instructions are somewhat vague due to the
ammount of different firewall programs out there:

1. Open your firewall program
2. Look for something that taks about “Options” or “E-mail options”
or “E-mail”
3. Look for something that talks about ” Scanning Outgoing or
SMTP E#-mail”
4. Try disabling the outgoing or SMTP E-mail scanning.
5. Close your firewall program
6. Open Outlook Express
7. click on “Send/Recv” at the top of your screen.
8. If it doesn’t work:
9. Close Outlook Express
10. Restart your computer and try Again
11. If it doesn’t work, try item 2.

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Item #6 - You have a virus but you don’t know it.

If you have tried ALL options and you still have problems, you could have a
virus in your computer. You MUST have some form of virus protection
in your computer. If you don’t, you should.

You can check your computer for viruses in one of three ways:

A: If you already own an antivirus program, make sure that it is up to date.
Here is how you can tell:

1. Open your antivirus program
2. Look for something that taks about “Updates or Live Updates or
New definitions”
3. Click on it. It will try to download any new updates via the Internet
4. Make sure that you are connected to the Internet
5. Let the program download any new updates and then install them
6. It may ask you to reboot (restart) your computer. Do so
7. Reopen your antivirus program
8. Tell your antivirus program to SCAN your computer. This will take
some time
9. If it finds any virus, it may ask you if you want to delete or
quarantine it
10. Look for the button to let you quarantine of delete the virus,
some programs antivirus programs can even heal a file. Try that
first if it gived you the option incase the file is a system file
and deleting or qwuarantining may effect how your computer works.
11. You should do this at least once a week.
12. Once the scan has finished Open Outlook Express
13. click on “Send/Recv” at the top of your screen.
14. If it doesn’t work:
15. Close Outlook Express
16. Restart your computer and try Again
17. If it doesn’t work, try item 2.

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B: If you don’t have an antivirus program in your computer, you now have
two options:

A: you can go to this website:
(http://housecall.trendmicro.com/housecall/start_corp.asp)

where they offer FREE online virus scanning of your PC. Keep in mind,
this website offers you the ability to check your computer for viruses,
but it will not protect you from them in the future.

Here is what you will need to do:

1. Connect to Internet and open your browser (Internet Explorer or
Netscape)
2. On the address line of your browser (Internet Explorer or Netscape)
type:

http://housecall.trendmicro.com/housecall/start_corp.asp

Press the Enter key.

3. A screen will come up and ask you to “Please select your location”
4. From the drop down menu choose Canada
5. Click on GO
6. You will see a window on your screen that talks about
“Downloading update engine”
7. When that is done, put a checkmark on “My Computer”
8. Scroll down the page and read “How to use Housecall”
9. Once Housecall is finished, open Outlook, click on “Send/Recv”
at the top of your screen.
10. If it doesn’t work:
11. Close Outlook Express
12. Restart your computer and try Again
13. If it doesn’t work, try item 2.

B: Install a free anti-virus program such as:
AVG from http://www.grisoft.com
AntiVir from http://www.hbedv.com/en/

C: Purchase an anti-virus program, I recommend the two companies
above also to buy Antivirus programs f

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One other issue that you should be aware of: SPYWARE

Spyware is data mining software that is installed in your computer while you
are on the Internet.
In all cases you don’t know that is happening, but it is.
Spyware is not a virus, but if you let it accumulate and you don’t do anything
about it, it will sooner or later cause you problems.

Here is how you can protecy yourself from Spyware:

1. Login to the Internet using your shortcut or Internet Explorer/ Netscape
2. On the address bar of Internet Explorer/ Netscape type:

http://www.lavasoftusa.com/

Press the Enter key

3. Click the Download Button on the site.
4. Click on one of the Download now buttons
5. A window will open up letting you know that your download is in progress
6. A window will open askink you if you want to open or Save
7. Click on Save
8. A “Save as” window will open
9. Make sure that from the drop down menu you are in “Save in” DESKTOP
10. Notice that the file name you are about to save is called aawsepersonal
11. Click on Save
12. A window will open showing you the progress of the download
13. Now that you have downloaded AD-AWARE, you need to install it
14. Close Internet Explorer/ Netscape
15. In your desktop (computer’s main screen) look for an icon
named aawsepersonal
16. Double click on it and it will begin the installation
17. A window will open welcoming you to the Ad-aware program
18. Click on Next
19. It will open up a window called “license Agreement”
20. Put a checkmark (click on it) where it says: I accept the
license agreement
21. Click on Next
22. It will open a window called destination location
23. Click on Next
24. It will open a window named “Install to all users Menu”
25. Click on Anyone who uses this computer
26. Click on Next
27. It will open a window named: Start Installation
28. Click on Next
29. It will open a window named: Installing
30. Once it’s done, it will open a window named: Ad-Aware has been
sucessfully installed
31. Uncheck all three boxes for now
32. Click on finish
33. Look for an icon in your desktop (computer screen) with a
red circle named “Ad-Aware SE Personal”
34. Double click on it
35. Ad-Aware will open
36. A window will open saying that your definitions are
XXXX days old, would you like to check for updates?
37. Click on OK
38. A window will open named “performing update”
39. Click on Connect
40. A window will open letting you know that “New definitions are available”
41. Click on OK
42. Another window will open that says “Performing update”
43. You will see the update taking place (this may take a couple of minutes
44. AT some point it will say “Webupdate completed”
45. Click on Finish
46. The Ad-Aware SE status windows will open
47. Click On Start
48. Put a checkmarK where it says: “Perform a full system scan”
49. Click on Next
50. The “performing system scan window will open”
51. Wait until Ad-Aware is finished doing a system scan
52. When it’s finished, it will open a window named: ” Scan Complete”
53. Look in the window, it will show you the number of Spyware
objects found (recognized)
54. Click on Next
55. It will open up a window named “Scanning results”
56. Every item found will have a checkbox to the left
57. Put a checkmark on every item by clicking inside the checkbox
58. Click on Next
59. It will open up a window that says: X number of objects will be
removed.Continue?
60. Click on OK.
61. It will quickly go through “Quarantining, deleting…..”
62. That is it, you can now close Ad-Aware.

The next time you open Ad-Aware (just like your antivirus program it should
be updated and used to scan your computer at least once a week) do this:

1. Double click on Ad-Aware to open it
2. It will open the Ad-Aware SE statues window
3. Click on “Check for updates now” (make sure you are connected to
the Internet)
4. A window will open named “performing update”
5. Click on Connect
6. A window will open letting you know that “New definitions are available”
7. Click on OK
8. Another window will open that says “Performing update”
9. You will see the update taking place (this may take a couple of minutes
10. AT some point it will say “Webupdate completed”
11. Click on Finish
12. The Ad-Aware SE status windows will open
13. Click On Start
14. Put a checkmarK where it says: “Perform a full system scan”
15. Click on Next
16. The “performing system scan window will open”
17. Wait until Ad-Aware is finished doing a system scan
18. When it’s finished, it will open a window named: ” Scan Complete”
19. Look in the window, it will show you the number of Syware objects
found (recognized)
20. Click on Next
21. It will open up a window named “Scanning resultes”
22. Every item found will have a checkbox to the left
23. Put a checkmark on every item by clicking inside the checkbox
24. Click on Next
25. It will open up a window that says: X number of objects will be
removed.Continue?
26. Click on OK.
27. It will quickly go through “Quarantining, deleting…..”
28. That is it, you can now close Ad-Aware.