Troubleshooting

Modem Errors
Pioneer Internet recommends a 14.4 kbps or better, and will support a connection up to the V.90 56K standard. The faster your modem, less time will be required for downloads and the more 'interactive' your experience. Because the current Internet infrastructure is relatively fragile and piecemeal and dependent on the synchronization of a variety of software, hardware, phone lines, and client/server interaction, a variety of errors may occur. Often the errors can occur right at the origin of the connection, your modem. The modem is the mediator of the transfer and must talk in terms that both your software and the remote modem can understand.

It is very important that when configuring your modem you refer to the documentation provided by the manufacturer/vendor. Within the documentation you should find the recommended command strings, including the initialization string. This element is critical because it identifies and subsequently regulates the perfomance and behavior of your modem.

Difficulty establishing a connection or maintaining a connection is often the result of improper modem configuration. Another possibility is the existence of excessive line noise on the phone line being used by your modem; if you believe this to be the case, please contact your local telephone service provider for measures to correct or filter the noise interference. Additionally, many times you can alleviate noise interference and unreliable connections by lowering the target baud rate of your connection.

PLEASE NOTE: Pioneer Internet's Help Desk does not trouble shoot modems, for the most accurate information, please consult your documentation, vendor, or manufacturer.

Browser Errors
A wide range of errors can occur with your web browser, many of them dependent upon your particular client software or the server you are requesting from

Access Forbidden: the document you have requested requires certain parameters for viewing (username/password authentication, registration, client locale validation/permission, etc.)
File Not Found: the document you have requested is does not exist or is not located at the specified path on the server. Can also occur if the filepath or nomenclature is incorrect, mis-typed, etc.
DNS Lookup Failure: the domain requested by your client cannot be resolved by the name server. Can occur if domain is non-existent, URL is mis-typed, or DNS configuration of your system is incorrect.
Unable To Locate The Server: Either the server you are trying to connect to is having problems or your equipment may not be connecting correctly.
This Page Cannot Be Displayed: The URL may not be spelled correctly, (check your spelling of the web site address), or the page you are trying to display may no longer be on the server you are trying to connect to.
No Response: as mentioned above, servers may be down or occupied; a good strategy when experiencing an inordinately long wait for a document is to make use of the 'Stop' button on your browser, and retry the request or move on.

E-mail Errors
Approximately 80% of the E-Mail errors reported by users are the result of improper configuration, other causes are often improper authorization, or software failure. Here are some of the more prevalent errors:

POP3 Server Error: Usually results in one of three instances. (1) Invalid login values of username and/or password. (2) Invalid entries in your E-Mail software settings; Incoming Mail / POP3 host should be [mail.pld.com]. 3) Invalid DNS Configuration in your network settings (This applies to Macintosh); DNS server should be [206.253.33.130] or [206.253.33.131].
Mail Undeliverable: If your E-Mail message(s) is returned as "undeliverable", this usually indicates that the address you have specified in the 'To:' field is not a valid Internet E-mail address, and the mail server was unable to deliver to an unknown address. Double-check the address to make sure it is typed correctly and that the domain and username are valid; the mail administrator at the target domain should be able to verify the address for you.
Relaying Denied Error: A mail server will produce a "Relaying Denied" error when an unauthorized user attempts to send non-local email through the server. Non-local email is email which is addressed to a different server. Mail servers will not relay mail from just anyone. Otherwise, spammers could flood the mail server, making it do their dirty work. You must be authorized to use a mail server. Unauthorized users will always receive the "Relaying Denied" error.

Other Errors
If you experience errors other than those specified in the General Troubleshooting or encounter other difficulties with the system or service, please report them to Pioneer Technical Support: E-Mail: tech@pld.com Tel: 620-356-4638, Open 24 hours