Questions - Help Desk v4.0
Many problems that occur after you
are up and running are very simple to take care of. We have tried to make
a compilation of problems and their solutions for our customers. If you
cannot find what you are looking for here, please email our Help Desk with the question. We will
try to provide a prompt answer that will help you with your problem. If it
is a common problem that we missed, we will be happy to add it to the FAQ
list in the next revision. Once you read this, you might wish to print it
out for future reference. Where we cannot guarantee this FAQ will solve
all problems, we do hope that it will give you, our user, a better
understanding of things that can occur frequently with a quick
What is an "FAQ"?
is a short term for Frequently Asked Questions. This is where you will
find answers to many common questions with answers to those questions.
What is an "Illegal Operation" or a "General
Unfortunately there are very few right
answers for these types of errors. Depending on what program you received
the error from is where you should look to find the problem. Most times,
exiting the program then restarting it helps. Sometimes you might have to
reboot entirely. For more help on troubleshooting, see the manuals for the
software/hardware that is causing the errors. If it persists, you might
want to contact the manufacturer or publisher for additional help.
Why do I keep getting disconnected?
There could be
several reasons why you get disconnected. First are noisy telephone lines.
You might wish to check them with your modem or call U.S. West or GTE.
Another common reason for being disconnected is idleness. If you are
inactive on the Internet for a certain period of time, you could get
disconnected. Another is one that happens most often. It is Call Waiting.
If you have call waiting, you can disable it before making your call to
Webbworks. In your dialer properties you will find the phone number you dial to
get online. In front of that number, place the following: *70,,. That
reads: "Star 70 comma comma". After you disconnect from the
Internet, your phone will continue with Call Waiting for your normal phone
Why do I go slow?
There are several reasons for
"crawling" on the Internet. First, you have to take into account
your modem speed. Second, you might wish to test your lines for static or
bad connections. Sometimes the Internet itself slows down to a crawl. This
is not something Webbworks is responsible for. This can only be cleared up in
time by the outside source. You might wish to keep checking the System
Status page for any new information regarding server problems, fixes, or
upgrades with Webbworks.
Why can I only connect sometimes and not all
of the time?
Usually this is due to line noise problems. Please
check your lines and try reconnecting. Webbworks has provided a line check guide
for you in the Internet Help Desk section of their webpages. If it is not
your telephone lines and you have voice mail, check to see if you have any
waiting messages. Sometimes the tones for messages will trick the modem
and the modem will not hear a dial tone.
When I try to use my
email, it tells me I have the wrong password.
Double check that the
password you entered is correct. The passwords used on the Webbworks system is
CASE-SENSITIVE. The easiest way to double check the password is to
re-enter it slowly, making sure you have the exact match.
can't I send email?
Make sure you are connected to Webbworks before all
else. If you are not connected, you cannot send email. If you are
connected, make sure your password for your email has been entered
correctly. Next, double check the recipient's email address. Sometimes,
mail programs verify username and email addresses before sending the email
out. Also, if an email is too large, that may cause problems sending
Why can't I receive email?
Again, make sure you
are connected to Webbworks. Second, take note of any error messages you may
receive. Recheck your password and try again. If you have a rather large
email file in your account, it is also possible that your email program
will not allow you to download it. If you are familiar with a Telnet
program, you can use that to check on the size of the email, or call into
the Internet Help Desk for assistance. In other instances, the email
address inserted for receiving email is incorrect. It must be in lower
case letters. This is also the case for the password. If in doubt, erase
both username and password and enter it again.
My email program
says I have X messages. It starts downloading and then stops before it is
In most cases, there are two reasons for this type of
error. The first reason is that your connection has been severed. If you
reconnect and try getting your mail, you should be successful. Another
reason is that one of your messages in your mailbox on the server is too
large for your email program to handle.
Can different members
of my family have different email addresses?
Of course. Webbworks has
several options you may take if you wish to have separate email addresses
for each member of your family. One is to upgrade your account to a Family
account. This type of account is the same as a regular Personal account
with an addition of 5 email addresses. You can also purchase separate
email addresses instead of upgrading to the Family account. Please call
our offices for pricing.
How do I check my email when I am away
When you are away, if you have Internet access, you can
still access our POP email server (mail.webbworks.com). If you do not have
access, but you have a computer available, you can call into our offices
and get access to one of the 10,854 Local Access numbers Nationwide. Or you can call the office @ 1-866-545-9706 and get the 1-866- access number, this is not a toll-free call, however,
and can only be accessed by authorized users. Webbworks users can also signup for a free Webbmail Account, which gives you Web access to your email from any computer on the planet.
Where did my
email program go?
Regardless of what it looks like, your email
program is exactly where you left it. Problems like this stem from the
fact that another piece of software was installed with an email program
that changed your default. Such programs include Netscape, Office 97, and
other email applications (Eudora, Outlook, Pegasus).
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