Troubleshooting

Troubleshooting & Known Issues

Most common errors can easily be resolved using the instructions provided below. Known software limitations are also identified in the sections below.

The ISP Internet Accelerator is designed to work with the majority of web sites on the Internet. However, due to the diversity of the content providers and inconsistent adherence to standard web development practices, there is no guarantee that 100% of all content will be processed at all times. This product is designed to accelerate the user’s overall Internet experience. If requested pages do not display or do not display as expected, temporarily disable the ISP Internet Accelerator application and press refresh option in your web browser. Remember to turn acceleration back on to continue to receive optimal use of this product.

Click on one of the following links:

Web Browsing
E-Mail
Error Messages
Uninstalling

Web Browsing (Back to top)

Error Message or Problem	Description and Solution
**No acceleration seems to be occurring.**	Make certain that you have acceleration enabled. Upon immediate installation of the ISP Internet Accelerator, the default setting is "off". Click here to enable acceleration for web browsing.
No acceleration on secure websites	For security reasons, access to secure websites through the ISP Internet Accelerator program is not supported at this time. The sites can still be accessed, however, no acceleration will occur.
**No acceleration for FTP downloads**	This version of the ISP Internet Accelerator only offers acceleration in non secure HTTP (Web Pages) and SMTP/POP3 (Internet e-mail).
**No acceleration for streaming graphics**	Shockwave / Flash and various other streaming media types such as MPEG, AVI, Apple QuickTime and Real Audio/Video are already in a compressed format. Consequently when the ISP Internet Accelerator encounters these media formats it passes them through without any type of additional compression.
*Image quality is bad even at Excellent level.*	Make sure that your video adapter is configured to run at a high color level (anything higher than 256 colors) Color settings of 256 or less will not produce good image results.
ISP Internet Accelerator Icon continues to be animated	In some cases, mainly after an unsuccessful download or browser crash, the ISP Internet Accelerator icon in the system tray will continue to animate. This is the result of Internet Explorer staying in an open connection mode. To resolve this, either shut down and restart the browser or try viewing a different web page.
Images are not appearing at the selected level of quality loss. (e.g. Image is appearing at Very Good quality even though I choose to view pages at Fair quality.)	In some cases graphic images are generated by a java applet. The ISP Internet Accelerator is not able to compress/decompress these type of images.
Certain animated images on web pages aren't appearing correctly.	First try to change the quality level of the web page you are viewing and refresh the web page. If animated images still don't appear in an acceptable format, temporarily disable Internet Accelerator and reload the page.
I am unable to see ISP Accelerator icon on Internet Explorer toolbar .	If the ISP Internet Accelerator icon does not appear on your Internet Explorer 5.x or later tool bar, you may need to manually enable it. Right click on an empty area of the I.E. tool bar. Using your left mouse button, place a check mark next to Internet Accelerator. Accelerator Settings icon should now be viewable and accessible from the tool bar. Note: Access to the ISP Internet Accelerator via the tool bar is not available in Internet Explorer 4.x . It is recommended that you upgrade your browser to Internet Explorer 5.x or later. Click here to download this free application from Microsoft. In multiple user log-on environments, such as Windows 98 using family log-on, Windows 2000 or Windows XP, the icon only appears by default for the person who installed ISP Internet Accelerator. All other users who want to use this application must manually choose to have it appear on their Internet Explorer toolbar as indicated above.
I'm not sure if acceleration is occurring or not.	During a web browsing session, the ISP Accelerator icon located in the system tray (usually located in the lower right-hand corner of the desk top) becomes animated when data is being downloaded from or uploaded to the Internet.
I'm not seeing the option to turn acceleration on or off when right clicking on a web page.	There are two different scenarios where this may occur. 1) If using Windows NT and Internet Explorer 4.x with multiple user identities (accounts) set up on the computer, only the user who installed the application will have this feature. Click here for more details. 2. Certain web pages such as those using Macromedia Flash disable the right mouse button menu options. This will prevent you from turning acceleration on or off using this method. To overcome this problem, Turn acceleration on/off via the Toolbar button method (For Internet Explorer 5.x or later). Or you can go to a new web page that does not disable your right mouse functionality, then turn acceleration on or off. Press the back button in your browser to return to the previous page.
Not all images seem to be compressing at the quality level I have chosen.	This product primarily compresses .gif .jpg .png and .bmp images. Certain other media types such as Flash and streaming video formats are not currently compressed. Consequently you will see them without any quality loss applied.
I use WinNT/Windows 2000/ Windows XP. Occasionally my preferred quality level gets changed whenever I log on.	ISP Internet Accelerator keeps the Quality setting level of the previous user on a particular computer. Assume User "A" prefers to browse at an Excellent quality level and User "B" normally browses at a Good quality level. When User "A" logs off and User "B" logs on to the computer, the quality settings will still be at Excellent - the preferred quality level of User "A".
Application doesn't work in a proxy environment.	Currently, this application is not designed to work in a network environment that relies on HTTP Proxy technology. It will however work with Microsoft Internet connection sharing type environments.
Sending mail via Web Based e-mail sites don't seem faster than sending without acceleration.	Under the current product design, attachments being sent to web based e-mail sites are not compressed before sending. Reading mail messages that are received at a web based mail site ARE compressed at the desired quality level.
Unable to send web pages via MS Outlook e-mail.	It is not presently possible to send a page via Microsoft Outlook by e-mail from within Internet Explorer while acceleration is enabled. To send an entire web page. Turn acceleration off and then try to send the web page. Remember to turn acceleration back on after the page has been sent.
I am unable to view some Adobe PDF files directly in browser.	In some instances Adobe Acrobat might not automatically display a PDF file within Internet Explorer when Internet Accelerator is enabled. To remedy this, after the Acrobat plug-in displays in your web browser, press the reload button. If the page still doesn't load, it is recommended that you save the PDF file to your computer by right clicking on the link that would normally open the document and selecting the "Save target as" option. Then view the PDF file using your regular Adobe Acrobat reader.
When trying to save a picture from a web page, the name or extension of the file is not the same as the original.	Pictures that are displayed with Internet Accelerator running are in a compressed format. As such, images can lose their original name or file extension type. If you want to save a picture to your computer, it is recommended that that you temporarily disable Internet Accelerator, reload the page and then save it. This will resolve the incorrect file name/extension issue and guarantee that the picture will be saved at the highest level of image quality.
I am unable to log in to certain web sites that require a user ID and password.	Due to the various types of log in methods available on the internet, ISP Internet Accelerator may not allow you to log in while it is running. Temporarily disable acceleration, log in as you normally do and then re-enable acceleration.

E-mail (Back to top)

Error Message or Problem	Description and Solution
When sending a large mail message in Microsoft Outlook or Outlook Express using the ISP Internet Accelerator, the following server time-out message sometimes occurs: Your POP3 Server has not responded in 60 seconds. Would you like to wait another 60 seconds for the server to respond?	When a server time-out message occurs in Microsoft Outlook, either: Click the "Wait" button to continue waiting for (an additional server time-out period) response from the POP3 server. OR Click the "Stop" button to cancel sending the mail message and then increase the server time-out period for your e-mail provider. NOTE: Refer to your e-mail application documentation for increasing the server time-out period.
Unable to download e-mails with attachments at a new quality level	Most POP3 Mail servers automatically delete messages once you have downloaded them. Therefore it is not possible to change your quality setting and attempt to download once again. Also, most e-mail applications keep track of the e-mail messages that have already been downloaded from the mail server preventing duplicate messages from appearing in your Inbox.
ISP Internet Accelerator system tray Icon remains animated after transferring e-mail.	In some cases, mainly after sending or receiving e-mail messages, the ISP Internet Accelerator system tray icon continues to be animated. This is the result of the e-mail application staying in an open connection mode. To resolve this, close the ISP Internet Accelerator and restart.
I cannot automatically enable or disable acceleration for one of my internet mail accounts	In some cases, it is not possible to automatically enable/disable acceleration for a particular internet mail profile. Click here to manually enable/disable acceleration for a particular profile.
I do not see my E-mail application listed in the Automatic settings window	ISP Internet Accelerator currently only supports automatic enabling/disabling for Microsoft Outlook 97 through Outlook 2000 and Outlook Express Ver. 4 through Outlook Express Ver. 6
I tried importing my mail and configuration settings from Outlook Express into Outlook. I am unable to automatically enable and disable acceleration for the imported accounts.	Acceleration must first be disabled in Outlook Express before importing mail or mail account settings into Outlook. Once account information has been successfully imported, you can enable/disable profiles via the Automatic settings tab.
Sending mail attachments via Web Based e-mail sites don't seem faster than sending without acceleration.	Under the current product design, attachments being sent to web based e-mail sites (Hotmail, Yahoo, Excite, etc.) are not compressed before sending. However, reading mail messages that are received at a web based mail site ARE compressed at the selected quality level.

Accelerator Client/Server Errors (Back to top)

Cause of Problem

Description of Error & Solution

I get a warning message indicating "Accelerator Server Error"

This error can occur if one of the following scenarios occurs:

The URL or Web address may have been mis- spelled. Please verify that the spelling is correct and try requesting the page again.
Excessive internet traffic is causing your request to be delayed. Press the refresh button in your web browser.
There may be a problem with the acceleration server which is used to process this request. Temporarily turn off the Internet Acceleration application and press the refresh button in your web browser. Remember to turn acceleration back on to get the maximum benefit of this product.
You are using a content filtering application (i.e. CyberSitter™, NetNanny™) The filtering feature is still working properly. Internet Accelerator just shows it's default error message rather than the one you may have expected to see when a restricted page has been encountered.

Trying to access a web site
when the wrong User ID
and password have been
entered into the “Authentication” settings
tab.

Accelerator Client Error
You have not been authenticated to the Internet Accelerator server. Please verify that your user ID and password are correct. To do this, double click on the ISP Internet Accelerator icon in the system tray and select the "Authentication" tab. User ID and password are case sensitive.

Parameter	Value
User Name
Server name/IP address	208.24.45.45
Server port	8080

Solution: Make certain you have entered your correct user id and password as provided by your Internet Service Provide that is providing this acceleration feature. It is usually the same user id and password used to log on to the Internet. However, some Internet service providers may require you to use an alternate user ID and password for this acceleration service. Make sure that the user id and password have been entered using the proper case. (Uppercase/Lowercase)

Trying to access a web site that is unreachable.

Accelerator Client Error
Internet Accelerator Server terminated connection without sending any data to client.

Parameter	Value
Requested Web page	http://www.thefunnybone.com/
Server name/IP address	90.0.0.56

Solution: Try temporarily turning off acceleration and re-loading the page. See Enabling/Disabling Acceleration for Web Browsing

My trial period expired. Now what?

If you receive the following warning message:

You may either register the program to unlock it for continued use. Or you may uninstall it. Internet Explorer will function normally however there will be no acceleration. Any acceleration enabled e-mail profiles should be disabled. Failure to do so will prevent mail from being sent or received. Click here for information to disable e-mail acceleration.

My trial period expired now I am unable to send/receive e-mail.

If you receive the following warning message:

This means your trial period of Internet Accelerator has been reached. If you choose not to register the program, you must disable any Outlook e-mail profiles currently enabled for acceleration. Click here for instructions to disable e-mail profiles.

I changed the date on my computer and am now getting an error message.

Internet Accelerator works on a date based trial period. Modifying the computer's date will prevent the application from functioning properly. You may receive the following error message:

To continue using the application for the remainder of your trial period, you must adjust your system date back to the Program "last used" date and time as indicated.

Uninstallation (Back to top)

Cause of Problem	Description of Error & Solution
When trying to uninstall this application, I get various warning messages that indicate the uninstallation was unsuccessful.	If running in a Windows NT, Windows 2000 or Windows XP Professional environment, you must have administrative rights to perform an uninstallation. Log off as the current non-administrative user and log on as an Administrator. Attempt to uninstall the application a second time.