Frequently Asked Questions (FAQ's)
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Q1. How do I check how much time I have left?
A. On our home page, click on the Customer Interface link, this will take you to a
log in screen. Click on the link "login"
Enter your username & password.
Go to the View Time Blocks link.
This now shows the current time blocks purchased, and the total usage against
each block.
Q2. Everytime I log on, it keeps asking for my username & password?
A. If username (note, this is NOT your whole email address) & password
are correctly entered, it usually indicates you are out of time.
You can also try re-entering your username & password. Note, even though
your username appears correct, retype it anyway (there may be spaces you can't
see).
Q3. How can I buy time outside of business hours?
A. You can't, however you can arrange to have your account "auto-renew" which
means you never run out of time. This is done by leaving your credit card details
with MicroSystems (note, these details are not kept on the net), and each time
your current time block expires, it will automatically renew & MicroSystems will
debit your credit card the next working day.
Q4. How can I change my password?
A. This facility is now available direct to the client through the Customer Interface
link on the home page.
Q5. Why do I get disconnected every time I check my email?
A. Make sure the setting "hang up after send / rec" is not enabled.
In Outlook Express, click on Tools, Options, then the Connections Tab.
Near the top is a check box for the hang up option. Make sure there is NOT
a tick in this box.
Q6. How can I check my password?
A. You cant. You can, however have a new password (min. of 6 characters)
re-entered by MicroSystems.
Q7. Everytime I check my email, I get disconnected?
A. When you "send & receive" make sure there is NOT a check mark (tick) in the
box under the status bar.
Note, you can send a message to yourself to test this.
Q8. I am getting disconnected frequently
A. Make sure call waiting is not enabled.
For troubleshooting purposes, disconnect any faxes, cordless phones etc.
If it is a line issue (modems are much more sensitive to bad phone lines than
telephones), the only way to test your connection is to try it somewhere else.
MicroSystems will test the stability of your connection for no charge (bookings
essential). All that is done in this case, is the PC is logged onto the net & left to
sit there. Regular "screen shots" are taken to show the PC is remaining
connected to the net and this information is saved on your computer.
If the PC won't stay connected in the workshop, then the owner is contacted to
discuss an appropriate course of action. Charges would then apply.
In 95% of cases tested, the connections are stable in the workshop, meaning that
the phone line at the client's residence needs to be checked by Telstra. This is
where the screen shots saved on the computer are handy to show the Telstra
techs. If a PC stays connected to the net consistently at a different location, the
only variation is the local phone line.
Q9 When I check my email, I get one (or more) downloaded then I get an
"authentication failed", server POP3.norton.antivirus. mentioned in the
error report.
A I have found that with the older versions of Norton Anti Virus, it can prevent the email
completing the download, presumably due to a corrupt email / virus detection. I have
found that in most cases that if the NAV protection is disabled, outlook express settings
changed back to default, then NAV protection re-enabled, all works fine.
To disable Norton Anti Virus (Outlook Express must not be open).
Open NAV, click on the Options button, down the left hand side is
"Email Protection" Click on the + sign next to this to expand out the subfolders.
Now, in one of the areas to the right, there is a "tick" in a checkbox to enable the
email protection - take the tick out of this box.
Now close out of NAV
Open Outlook Express (you dont have to go online), click on Tools, Accounts,
Mail Tab, select your mail account by clicking on it, now click on the Properties
button, then the Server Tab.
Write down the settings before changing them, then set both your incoming &
outgoing mail server to mail.yp-connect.net
Your account name should not need changing, but if it appears different
(eg accountname/mail.server.etc), change it to your account name only.
OK / finish your way out of these settings.
Now Log on and send & rec email. NOTE, be wary of any unfamiliar emails
as you have disabled the Virus protection.
Hopefully all have downloaded correctly.
Once the email has been received, close outlook express (you don't have to log off).
Open Norton Anti Virus program, & follow the previous steps to re-enable the
protection by putting a tick back in the checkbox, (where it was previously
removed). Close NAV
Now, open Outlook Express & send yourself an email to make sure it is doing the
round trip OK, you may have to click on send / rec twice to get the mail back.
Q10. How can I block unwanted email?
A In Outlook Express, click on Tools, Message Rules, Blocked senders list and add
the offending email address to this list.
Or you can use Outlook Express' message filtering. To check this out, choose File,
Folders, New. Select Local Folders and type "Spam" into the "Folder name" entry
box. Click OK to continue.
Now choose Tools, Message Rules, Mail. Click New and then select the check box
labelled "Where the To line contains people". Next, select the check box labelled
"Move it to the specified folder".
Next, under Rule Description, click "Contains People" and then type in your e-mail
address and click Add. Now click Options and select the radio button labelled
"Message does not contain the people below" and click OK.
Back in the New Mail Rule dialog, click "specified" under "Rule Description" and
double-click your Spam folder. Now, click OK to close the dialog box. In Message
Rules again, click OK to close the dialog and record your new rule.
Outlook Express will now send all e-mail that arrives without your e-mail address in
the To box to the Spam folder where you can check to see if you need it.
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