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FREQUENTLY ASKED QUESTIONS
Table of
Contents
- Can I still use 711 Online when I travel?
- Can I use a different e-mail
program with 711 Online?
- Can I use a different
browser than the one supplied with the 711 Online software?
- Can I use a newer browser
than the one that came on my CD?
- Can I use ICQ, AOL Instant
Messenger, etc., with 711 Online?
- For FAQ on Filtering
- How can I sign up for 711 Online?
- How do I get a Home Page?
- I keep getting "Invalid
Login" messages, but my password is correct!
- Since a Dial-Up Number for my
area is not listed, what can I do?
- What do I do if there is a billing problem?
- What does unlimited access mean?
- What should I do if I lose my password or User ID?
- When can I start using 711 Online’s service?
- Where can I find a Glossary of Internet Terms?
- Where can I find out more
about my modem drivers/settings?
- Where can I get a list of your local access numbers?
- Where can I get help with my
Rockwell HCF modem?
- Why can't my 56K modem get a
56K connection?
- Why won't my 56k modem
connect above 28.8
- Why won't my new computer/modem
work?
Q: Can I still use 711 Online
when
I travel?
A: Yes, however to avoid long
distance telephone charges you will need to select a dial-up number which is
local to the city in which you travel. For a list of the cities where 711 Online
has local numbers, click here www.711online.net/signup/dialup.htm.
Or, if you have 711 Online software version 6.02 or greater, you can
click "Configure", then "Number" from the 711 Online Control panel to automatically change the number in your computer's dialer.
Note: The 711 Online software version will be printed on the software
installation CD. If you do not have 711 Online software version 6.02 or
greater, you may download it at www.711online.net/signup/.
You may also request a CD by e-mailing us us at request@711online.net,
or call 1-888-711-6381 and we will promptly send it to you at no
charge.
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Q: Can I use a different
e-mail program with 711 Online?
A: Sure. Just make sure it has the proper settings as shown on our
support page (E-mail
Setup). Of course, if we didn't supply the program, there is no way we can answer questions about it.
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Q: Can I use a different
browser than the one supplied with the 711 Online software?
A: Yes, you can use any browser that
will permit proxy settings with 711 Online. Normally you can upgrade
your browser to a newer version without it losing any of the settings,
however if you are using Netscape browsers older than version 4.5 and would
like to upgrade to a newer version of Netscape, it will be necessary to
uninstall your existing browser before installing the new browser (to find
out the version you have, open your browser and click Help | About ...).
Also, if you want to change browsers you will need to visit the support page
on the 711 Online web site to set
up your browser properly. - Click
Here
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Q: Can I use a newer browser
than the one that came on my CD?
A: Ordinarily, Yes. One result of
having custom software duplicated on CDs is that it will be out of date as
soon as a newer version is released. We try to use the newest versions of
software available, but sometimes we are still using a CD with the previous
version when a new one has been released.
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Q: Can I user ICQ, AOL
Instant Messenger, etc., with 711 Online?
A: Yes, if the application is
properly configured. All of these programs use network features that are
ordinarily blocked by 711 Online's filtering system. To allow them to bypass
the filters would defeat the purpose of having filtered internet service.
Some of these programs (ICQ, AOL Instant Messenger, etc.) allow use of a
proxy. See
the setup information for them at http://www.711online.net/support/setup/index.htm.
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For FAQ on
Filtering, see About Filtering
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Q: How can I sign up for 711 Online?
A: 1.
Call 711 Online at 1-888-711-6381 (toll free) and a CD will be sent
to you. It will install 711 Online's software and connect you to the 711 Online
secure
signup server to establish your account.
2. If you presently have Internet access you can sign up from the 711 Online
web site at http://www.711online.net/signup/
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Q: How do I get a Home Page?
A: All 711 Online dial-up accounts come with 5 MB of space to
store your personal Web site. You can go to our Personal Web Space Information page and see how to set up your personal web site.
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Q: I keep getting
"Invalid Login" messages, but my password is correct!
A: The "Invalid Login" message
tells you to check your password and try again, but you will get the same
error if your login name is not correct. Here are common errors and their
solutions:
Incorrect login name: Remember, with 711 Online
you
need to include @711online after your login name (e.g., if your login is
joeuser then for 711 Online your login name -- for the dialup connection only -- is
joeuser@711online). The login name must include @711online but it does not include
.com so joeuser@711online is correct, but joeuser@711online.net is not a valid
login name (joeuser@711online.net might be a valid e-mail address, however).
Incorrect capitalization in login name or
password: Your login name MUST be all in lower case (small) letters. Your
password is case-sensitive. It will normally include both capital and small
letters (and numbers too), and the correct letters must be capital or
small.
Spaces in login name or password: There may
not be any spaces in your login name or in your password. Sometimes the
first character in the login or password area is a space. In this case it
can be very hard to tell if there is a space there or not. If you are not
sure, backspace all the characters out of the area and re-enter the login or
password correctly.
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Q: Since
a Dial-Up Number for my area is not listed, what can I do?
A: 711 Online is currently working toward adding dial up numbers for more
States. You can add your name to our mailing list and we will contact you when our service
becomes available in your area. Click Here to add your name
to our mailing list.
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Q: What do I do if there is a billing problem?
A: Fill out the Members
Request Form.
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Q: What does unlimited access mean?
A: A subscriber continuously and "interactively" using the service will
not be limited to an arbitrary amount of time, but this is not meant to convey a 24 hours
a day, 7 days a week connection. All accounts have a fifteen minute idle-timeout
feature that clears the line for "active" users when any subscriber is NOT
"actively" online. This is intended to provide network efficiency
for the benefit of all subscribers. See our policy page.
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Q: What should I do if I lose my
password or User ID?
A: Call 711 Online at 1-888-711-6381 and
we will provide your password upon verification.
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Q: When can I start using 711 Online's service?
A: When you receive your software and install it.
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Q: Where can I find a Glossary of
Internet Terms?
A: A list of Internet terminology can be found on Glossary of Internet Terms.
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Q: Where can
I find out more about my modem drivers/settings?
A: Here is a list of 56K modem
manufacturers and their web sites (there may be others):
3Com/Megahertz http://support.3com.com/index.htm
3Com/USR http://www.3com.com/56k/usr/upgrades.html
3J Tech Co., Ltd http://www.a3j.com.tw/English/English.html
Aceex http://aceex.com
ActionTec Electronics http://www.actiontec.com/support/support_prod.html
Apache Micro Peripherals
http://www.apache-micro.com/english/technical-support/v90flash.html
Archtek http://www.archtek.com/allmodems.htm
Askey Computer Corp http://www.askey.com.tw/
Auslinx International http://www.auslinx.com.au/TechSupport.htm
BestData http://www.bestdata.com/library.html
Boca Research http://www.bocaresearch.com
Compaq/Microcom http://www.compaq.com/support/files/cpd/index.html
Compaq Software Upgrades http://www.compaq.com/support/files/allsp.html
Creatix http://www.creatix.com/GER/support_!modem.html
Diamond Supra http://www.diamondmm.com
Digicom Systems http://www.digicomsys.com
Echo Communications, Inc. http://www.echousa.com/tech/drivers/v90/v90flash.htm
Eiger Labs http://www.eigerlabs.com/html/support_pages/56_flash.htm
EXP Computer, Inc. http://www.expnet.com/know.nsf/Files+Library?OpenView
FastLogic/Option Communications http://www.fastlogic.co.za/
Genius-KYE http://www.genius-kye.com/
Global Village http://www.globalvillage.com/support/support.html
INPRO Development Corporation http://www.inpro.us.com/eng/firmware.htm
Jaton http://www.jaton.com/newsite/ddown.htm
Kingmax Technologies, Inc. http://www.kingmax.com/support/v90.html
LASAT Communications A/S http://www.lasat.com/
Legato Electronics Ltd. http://www.legato.com.hk/
Maestro http://www.maestro.com.au/
MagicXpress http://www.magicxpress.com/
MaxTech Corporation (GVC)
Min Communications, Inc. http://www.minci.com/firmware.htm
Modular Technology http://www.modulartech.com/
Motorola http://v90.motorola.com/
MultiTech Systems http://www.multitech.com/support/Firmware/V.90
Multiwave Innovation http://www.multiwave.com/support/download.htm
Netcomm http://www.netcomm.com.au/56K/index.htm
Olitec http://www.olitec.com/infov90.html
Ositech http://www.ositech.com/tech/software/software.html
Pace http://www.pacecom.co.uk/
PC Card International http://www.pccard.se/indexeng.html
Phoebe Micro http://www.phoebemicro.com/v90/v90.htm
Pora Corporation http://www.pora.com.tw/
Psion Dacom http://www.psiondacom.com/downloads.htm
PureData http://www.puredata.com/PUREDATA_service.htm
Quantex Microsystems http://www.quantex.com/frames/community/support/aboutsup.htm
ServerTech http://www.servertech.com.au/ts001.htm
Shark Multimedia http://www.sharkmm.com/tech/downloads.htm
Silicom Multimedia http://www.silicom-multimedia.com/commproducts.htm
Simple Technology http://www.simpletech.com/helpdesk/main_tec.htm#software
Smart Modular Technologies http://www.smartm.com
Sony http://www.ita.sel.sony.com/support/pc/softupdates.html
Taicom Data Systems http://www.taicom.com.tw/tecsup.htm
TDK Systems http://www.tdksystems.com
Tron Datacommunicatie BV http://www.tron.nl
Trust Computer Products http://www.trust-site.com/default.asp
Viking Components http://www.vikingcomponents.com/
Well Communication Co. http://www.wellmodem.com.tw/en
Wisecom, Inc. http://www.wisecominc.com/
Xircom http://www.xircom.com/
Zoltrix http://www.zoltrix.com
Zoom http://www.zoomtel.com/techsupport.html
Zyxel http://www.zyxel.com/html/support/support_index.html
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Q: Where can I get a list of your
local access numbers?
A: The list of local access numbers are on the 711 Online Rates & Plans
page.
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Q: Where can I get help
with my Rockwell HCF modem?
A: These items come from the Compaq
Forum (http://forum.compaq.com).
A. If your Rockwell HCF modem (these come
with some Compaq models) has trouble connecting, you may need to change the
initialization string. To do this, go to Start | Settings | Control Panel,
double-click Modems, highlight your modem, click the Properties button, the
Connection tab, then the Advanced button. In the Extra Settings line type
AT&F&C1&D2&K3. Click OK all the way out to save the
settings.
B. If speed is slow, or you have trouble
connecting, you may want to check the UART settings for your computer. It
should be set to 16550. To check:
1. Go to Start | Settings | Control Panel.
Double click on Modems. Click on Diagnostics tab on the top. Highlight what
port your modem is on (such as Com 2) . Click More Info - it will say
"Communicating with modem". When window comes up look for the UART.
It should say 16550. If it reads that it is set correctly you may exit the
Modems section. If it reads 8250 then close out of all windows.
2: If it reads 8250, then go to Start |
Settings | Control Panel. Double click on the System icon. Click on the
Device Manager tab. Click on the plus (+) box by Modem, until it shows as a
minus. Highlight the Rockwell Modem. Click on Properties towards the bottom.
Click on the Resources tab. Take the check out of Use Automatic Settings. Go
to where it reads Basic Configuration. If it says 0000, change it to 0001 by
clicking on the little down arrow to your right. If it reads 0001 then you
would first change it to 0000. After that click OK on the bottom, then Yes
to continue, Yes to Restart. If it does not ask to Restart then manually
restart the computer. To do this go to Start | Shutdown | Restart | OK. When
Windows restarts, go back to the same area (Start | Settings | Control
Panel, System, Device Manager, Rockwell modem, Properties, Resources).
Change the configuration back to where you had it the first time. Click OK |
Yes to continue. Again if does not ask to restart, do it manually.
When back in Windows run a Diagnostics check
again in the control panel under Modems - make sure the UART is 16550.
3: If this did not fix your problem go back
to Device Manager (Start | Settings | Control Panel, System, Device
Manager). Click on the plus box by Modem to make it a minus. Highlight your
Rockewell Modem. Click remove. You will get a warning - click OK. DO NOT
remove the modem enumarator under any circumstances. It will ask you to
reboot after removing the Rockwell modem - say yes. Windows should find the
modem on its own when it restarts. If it does not, and you get a window
asking you to insert disk for modem, just browse the C drive and click on
the cpqdrv folder, then zepher, then setup and click OK. It should start
copying files. When loaded check your UART see if it changed at all.
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Q: Why can't my 56K modem
get a 56K connection?
A: Various
factors can contribute to this. These include the fact that even a new modem may
not have the newest "firmware" (internal modem software) or may
require some special settings (the initialization string) in order to get a
better connection speed. There are other reasons, as well:
Originally the FCC would not allow more than
a specific amount of electrical power to be placed on the phone line, which
resulted in a theoretical maximum modem connection of 53K under perfect
conditions. In late 1998 that restriction was increased to permit 56K
theoretical speed. However, many factors affect the actual speed of a modem
connection.
For one thing, the speed your modem reports
is not always your true connection speed. Using initialization strings, the
modem can be made to report its theoretical maximum capability (usually
determined by a software setting on your computer, and normally set to
115,200 bps). This information is practically useless, as it tells you
nothing about the current connection.
The initialization string can be set to
report the connection speed. However, it is common for modems to
"retrain" (adjust their speed after the initial connection) to a
new speed. Unfortunately this speed is commonly slower than the initial
connection speed.
If you have the latest firmware and a correct
initialization string, the primary cause of connections that are slower than
they should be is the phone line between your location and 711 Online's modems. In
almost all cases 711 Online's modems are located at (or very near) the telephone
company central office. You may not have such a fortunate location. Distance
from the telephone company central office plays a big role in deteriorating
speed. Also the quality of the phone lines, line noise, the presence of
electrical interference, the quality of switching equipment, etc., all can
affect your speed. People are also sometimes surprised to learn that their
call to 711 Online's local number does not necessarily travel the same route every
time they dial in. The route can also impact the speed.
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Q: Why won't my 56k modem
connect above 28.8
A: When
considering connection speed there are several things that play a vital role
in the speed at which you connect. Here are some of the more common things
that determine speed of connection:
1- Does your modem have the latest firmware
upgrade (see: "Where can I find out more about my modem
drivers/settings?" to obtain the latest firmware websites for your
modem.)?
2- Connection speed may be affected by the
quality/age of your phone line. Just like all other wiring; poor quality and
older wire will greatly hamper the signal going across the line. Phone lines
usually contain "noise" which interferes with the signal from your
modem, thus hurting your connection speed.
3- Initialization string changes. This is
data that your modem sends across the line to tell the receiving modem it's
speed and type. The following websites contain information on initialization
strings.
http://pmr.infinet.net/modems/
http://modemfaq.home.att.net/
http://www.modemhelp.org
http://modems.rosenet.net/or/is.html
http://808hi.com/56k/
** These are not initialization strings that
we have tested or that we recommend, but we have found these pages useful in
the past when all other steps have failed. **
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Q: Why won't my new
computer/ modem work?
A: Most new computers are currently (late
1998) shipped with 56K modems that meet the new V.90 standard. This standard
attempted to allow two very different kinds of 56K modems (X2 and K56flex)
to communicate with each other at high speeds (see the FAQ "Why can't
my 56K modem get a 56K connection?").
At the same time, telephone lines and
switching equipment is often not designed to accommodate high speed data
transmission. In fact, in many parts of the country the local phone company
will only *Guarantee* speeds of 9600 bps on the line -- even though you may
get a much higher speed.
Consequently, there are (at least) three
separate things that will affect a connection with a 56K modem. These are
your modem, 711 Online's modems, and the phone lines in between those modems.
Although you may have a new modem, in order
to get the best possible connection your modem needs the very latest
software to run it (called "firmware"). This can usually be
downloaded from your modem manufacturer's web site. If your modem has been stored on the shelf
for even a few weeks the firmware may be out of date. Also there are some
modems that require additional settings (called "initialization
strings") to help them to function properly. The particular setting
required may depend on the type of computer in which it is installed, and type of
modem you are trying to connect to. Any problems with firmware or
initialization strings can prevent you from connecting, from staying
connected, or inhibit the connection speed.
711 Online's modems are all V.90 modems, with the
latest software from the manufacturers (we use 3 different manufacturers,
two of which supplied K56flex modems before the upgrade to V.90 and one was
X2), to give you the best possibility of a good connection.
The phone lines are outside the control of
either 711 Online or you. You will ordinarily have what is called an analog phone
line to your home. To get 56K you must make a digital connection, 711 Online
has
all digital lines coming to its modems. The phone company equipment switches
your analog connection from your home to a digital connection before it gets
to 711 Online. However, if there is more than one analog-to-digital or
digital-to-analog switch, the 56K connection will be defeated. Also line
noise (or other interference) and your distance from the phone company
central office will affect your connection.
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