Frequently Asked Questions


GENERAL

  1. How do I setup ... email, dialup
  2. Numbers: Nationwide, Toll free, 10 digit dialing
  3. Policies: Billing, Acceptable Use
  4. Prices: Residential, Business, DSL, static ip, ,

WEB

  1. How do I upload? (more...)

ERRORS

  1. Receiving mail: Lock busy. Is another session running?
  2. Receiving mail: Your POP3 server has not responded
  3. Sending mail: Relay denied
  4. Sending mail: 0x800ccc0e
  5. Sending mail: No transport provider
  6. Connecting: Unable to negotiate
  7. Errors by number: 5, 629, 692, 718, 733, 734
  8. Returned mail: spamcop
  9. Returned mail: quota exceeded?
  10. Outlook error 0x8004060c

TROUBLESHOOTING

  1. Hangs up after receiving mail
  2. Unable to receive mail with certain attachment types?
  3. Can't display web pages
  4. Keep getting disconnected
  5. Can't connect at full speed
  6. Save password box unavailable
  7. Repeated prompts for saved password
  8. Network Status
  9. More Resources

TIPS

  1. Stop spam
  2. Speed up your: browser, modem, email
  3. Stop Exchange spam / Dynamic DNS spam
  4. Fix messy quoting in Outlook, Outlook Express
  5. Protect Outlook against viruses
  6. How do I get my email program to reveal full headers?

What are your DNS settings?

Your DNS settings are automatically assigned when you dial our numbers.

What are your mail server names?

Residential users:

outgoing mail server: your outgoing mail server
incoming mail server: pop.webexpert.net

Business users:

outgoing mail server: your outgoing mail server
incoming mail server: mail.example.com

For step-by-step email setup instructions, please see our e-mail setup guide.



I get an error trying to send mail: relay denied.

Please check your outgoing mail server settings.

If you dial NetworkExpert through one of our Nationwide Numbers, use: smtp2.webexpert.net

If you dial a different ISP, you need to use that ISP's outgoing mail server.
Please contact them and ask, "What is your outgoing mail server?"

For step-by-step email setup instructions, please see our e-mail setup guide.



I get an error trying to send mail: 0x800CCC0E

  1. Can you get webpages? If so, you may have the wrong mail server typed in your account, or the server may be down.
  2. If you can't get webpages, hangup, try connecting again.
  3. Reboot and try again.
  4. Still not working? Still not getting webpages? If so, treat as a 'Non-Moving Data' issue. (Check DNS, check firewall, reinstall TCP/IP)
  5. Anti-virus-scanning software may have reassigned port 25 to another port. Disable all non-essential services, including antivirus software, then restart your computer.

Unable to receive mail with certain attachment types?

By default, Outlook blocks the following unsafe attachment types: exe, mdb, url, lnk, ade, adp, asx, bas, bat, chm, cmd, com, cpl, crt, hlp, hta, inf, ins, isp, js , jse, mda, mde, mdt, mdw, mdz, msc, msi, msp, mst, ops, pcd, pif, prf, reg, scf, scr, sct, shb, shs, vb , vbe, vbs, wsc, wsf, wsh

If you want to disable this feature and understand the risks involved, please see one of the following articles:

In addition to Outlook's protection, our mail servers drop the following types of mail:

Why don't your mail servers inform the sender when they send an infected or suspicious email?

Because, quite often, the sender is forged and we don't want to spam innocent third parties.


Quota exceeded. What are my quotas?

For incoming mail: 10MB total mailbox size. Individual messages can be up to 3MB each.

For outgoing mail: 3MB. (Note that if you send a 1.5 - 2.2MB attachment, when your email program encodes it, it will usually be around 3MB.)

For your web site: 20-125MB.

I need to send a large file to someone. What can I do?

Post the big file to your site and send a link to it. (recommended)

When creating files, adjust the options so the file is smaller. You can also compress the attachment further with ZIP or RAR.

If you must send the file by email, you can upgrade. Please let us know how big of an attachment you would like to send and we'll let you know how much it will cost.

 

Outlook is giving me an error: 0x8004060c

Please see the following article to resolve this error:

http://support.microsoft.com/kb/304863

  1. Download & install the latest service pack for Office (linked above)
  2. After you install the service pack, you should then be able Shift-Delete 500 or so of the biggest messages you can find (those with attachments), and then you will be OK.

Alternately, you can bypass the problem by creating a new default replacement Personal Folders File, as described at:

http://support.microsoft.com/kb/829971

If you need help, please call Microsoft at 800-642-7676.


When receiving mail, I get an error "POP3 server has not responded in 60 seconds" or "Your server has unexpectedly terminated the connection."

These errors can occur because:

You can also try reconnecting and testing your mail via telnet.


When receiving mail, I get an error "Maildrop lock busy. Is another session running?"

This happens if a connection made to your mail server breaks abnormally. This can also happen if two computers are checking your mailbox at the same time. If you stop checking mail for five minutes, the server usually resets the lock.

If the problem persists, the lock can be reset by contacting us at (973) 227-8610 x17 and asking us to force your mail server connection closed.

If you get locked out frequently, make sure you aren't letting huge messages pile up on the server.


How do I stop spam (junk mail)?


How do I turn off Dynamic DNS in Win2K?

This gets rid of unnecessary network traffic.
  1. Click Start > Settings > Network and Dialup
  2. View the Properties of Local Area Network
  3. Select Adapter > Protocols > TCP/IP > Advanced > DNS
  4. Clear the "Register this name" option box.

How do I speed up my mail box?

In Outlook Express, select Tools, Accounts, click the Mail tab, select the service, click the Properties button, click the Advanced tab, and choose among message removal options in the Delivery section. This also works in Outlook 98/2000/2002/2003.

In Netscape Messenger, pull down the Edit menu and select Preferences. Highlight Mail Server under Mail & Groups, and in the Mail Server Type box, confirm that the line "Leave messages on server after retrieval" isn't checked.

If you're using filtering rules to remove spam or messages with large file attachments, make sure those unwanted messages aren't lingering on the NetworkExpert servers. Temporarily deactivate any filtering rules you've set up, and then log on to the server to download any existing mail. To remove a large message that's clogging up your mail box, please call our technical support at 973-227-8610 ext. 17.


How do I speed up my web browsing?

  1. Turn off graphics
  2. Update your browser and modem drivers
  3. Make sure you aren't using a soft-modem
  4. Go around the traffic
  5. Checklist

Error: "Dial Up Networking was unable to negotiate a compatible set of network protocols..."

  1. When Windows 95 (especially earlier versions) has been installed for a while, it seems things tend to break down gradually. This is one of them. While re-installing the entire operating system or upgrading to Windows 98 may work, here are some things that will solve the problem:
  2. Make sure Dial Up Adapter and TCP/IP are installed in your Network Settings (inside Control Panel) and check to see that your DNS numbers are set correctly in Dial Up Networking.
  3. Shutdown Windows and then SHUT OFF the computer power switch. Turn it back on, boot up, and dial out. Everything should work fine.
  4. If you still have problems, go to your Control Panel. Open Power Management settings. Shut off ALL power management settings on your system. Open Network. If you have the original Windows 95 Install CD that came with your computer, get it ready. If you do NOT have the CD, do not complete this step. In Network Settings, re-install Dial Up Adapter and TCP/IP.
  5. If you have an "Energy Star" -compliant computer (most late-model systems,) power management settings are also contained in your CMOS. When your computer is booting, load your CMOS setup with the required hot-key combination (usually DEL or SHIFT-DEL) and turn off ALL power management settings. If you don't know what a CMOS is, skip this step.
  6. If you have an IBM Aptiva, disable Rapid Resume.

(Thanks to US Robotics for this solution.)

We do not provide technical support for Microsoft applications or operating systems; that includes Windows 95/98. If you need help, please contact your system's manufacturer, or Microsoft.


Error 629: You have been disconnected from the computer you dialed...

This message occurs when there is a modem-to-modem negotiation problem. Analog modems are pushing the limits of phone lines that were originally built for voice-only transmission. Your copper telephone lines are quite susceptible to noise, static, and other interference. Some brands of modems are made better (and connect faster) than others. We recommend Zoom and US Robotics modems.

This error message could indicate a variety of different problems on either your side or ours. In most cases, simply re-dialing will connect the problem. If you have been connected for 20 minutes without doing ANYTHING (not transferring files, etc) there is an automatic idle-disconnect in accordance with our service policies. If the problem continues after you've tried re-dialing, try:

  1. Delete the NetworkExpert icon (or RAS phonebook entry in Windows NT,) and re-create it. (This rebuilds the RAS protocol table and TCP/IP settings.)
  2. Open Control Panel. Open Modems. Click Properties. Change the port speed to 57600 or lower.
  3. Open Control Panel. Open Modems. Click Properties. Click the Connection tab. Click Advanced. Disable Error Control. In the Extra Settings field, enter "AT&FS11=50S27=64S15=128" with no quotes and no spaces, in capital letters. Click OK, save all settings.
  4. Contact your modem manufacturer or computer maker for an initialization string.
  5. Check this report on the causes of disconnections, written by Fred Moye, Network Analyst at the University of Oklahoma.

How do I speed up my modem?

Very few people get consistent modem rates. On analog phone lines, speeds of 28,800 bps or faster require pristine line quality along the entire length of the connection. v.90+ pushes the limits of analog phone lines. Replacing our analog modem banks with a digital system clears up the problem on this end, but to achieve high rates, the entire connection must be digital. Unfortunately, the majority of American homes are stuck with analog telephone lines.

Everybody occasionally gets a slow speed and has to hang up and call again to get a better connection. However, if you find yourself rarely or never getting rates above 19200bps, you may want to investigate your line quality. We suggest the following:

  1. Try plugging the modem into another wall jack or phone line.
  2. Try connecting locally.
  3. Try calling a different location.

At American Network Expert we cannot guarantee the highest-transmission-speed possible every time. No ISP can guarantee that over standard telephone lines. We provide the equipment that is fully capable of handling high-speed connections up to 56K and ISDN. We cannot control the route data takes after it leaves here. We provide these guidelines for your personal use only, and do not provide support on any of them. American Network Expert is not responsible for any harm that comes to any part of your system or lines as a result of these suggestions. We hope that they help you improve your connection quality if you decide to use them.

How come I connect, but web pages/mail aren't working?

  1. Check your DNS settings.
  2. Shutdown Windows, turn off power, reboot machine.
  3. Check your browser's Proxy & Firewall settings.
  4. If you run Windows ME, the Internet Connection Sharing software can cause connection problems. Try uninstalling it.

Error 678: Not answering. Try again later.

Are you dialing the right phone number?

Did you put a prefix in front of your username? example: 5867johndoe
Are you putting your username and password in lowercase?

If our server cannot define your modem, it will disconnect. Please ensure you've updated to the latest 56k v.90 modem drivers, then dial again.

Error 734: PPP link control protocol terminated.

  1. Edit your Dial Up Networking entry for NetworkExpert:
  2. Under Security , select "Accept any authentication including clear text"
  3. Under Server, try disabling "PPP LCP Extensions"
  4. Under Server, try disabling "VJ Header Compression" (if available)
  5. If you continue to get errors, completely remove the phonebook entry.
  6. Reboot.
  7. Add the NetworkExpert phonebook entry again, & repeat steps 1-4. The error will disappear.

Error 5: Access Denied (NT)

  1. Edit your Dial Up Networking entry for NetworkExpert:
  2. Under Security, select "Accept any authentication including clear text"
  3. Under Server, try disabling "PPP LCP Extensions"
  4. Under Server, try disabling "Software Header Compression"
  5. Under Scripts, check "Bring up Terminal Window"
  6. After you enter your username and password in the black screen, click Done.
  7. Your connection will be complete, and the error will not come up.
  8. This error is resolved in NT Service Pack 6a and Windows 2000.

Do you have a toll free number available?

Yes. Rates are $9/hour in addition to a monthly fee. We recommend using the toll free line if none of these numbers are local to you.

Can I submit a question?

Of course you can, just e-mail us.

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