Troubleshooting
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.
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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.
Server
Busy: if your request returns a 'busy' or 'unavailable' error, it is
quite possible that the server handling your request is occupied, handle it as
you would a busy signal on a telephone, and try the request again later.
Servers can take a variety of forms and a have a variety of capacities and
capabilities relative to traffic.
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.
Pioneer Internet recommends the latest final release of one of the following
web browsers:
The documentation
provided in the manual or on-line help will assist you in the optimal
operation of your browser. If you elect to use an unregistered copy of
browsing software, please make sure that you understand the liabilities and
limitations of technical support from the author/developer.
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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 [pop.pld.com]. (3) Invalid
DNS Configuration
in your network settings (This applies to only Windows 3.1 and 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.
Netscape Mail Stalls During
Delivery: Recent versions of Netscape Mail that ship with the
Netscape Communicator Browser appear to experience trouble when downloading
large E-Mail messages and/or attachments, typically 1 MB or more in size. This
is a limitation of the Netscape Mail software, and you should report your
difficulty to your product vendor or manufacturer for a fix. A convenient
workaround is to simply utilize another E-Mail client (i.e., Outlook Express,
Microsoft Outlook 98, Eudora Mail, etc).
If you experience other E-Mail
difficulties you may report them to Pioneer Internet Technical Support:
tech@pld.com or phone 620-356-4638 M-F,
8am-9pm (CST), Sat, 10am-6pm (CST) and Sun. 1pm-6pm (CST).
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:
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