QCOL

Tech Support 

 
 
FAQ – QCOL Tech Support
General Internet Questions
Why can’t I get connected?

What is the difference between my account name (username) and my e-mail address?
How do I change my password?
My computer dials & connects, but why can’t I view any web pages?
I get disconnected after being on the internet for only a short period of time.
I recently purchased a new computer (or a new modem) ever since I have been having greater difficulty getting connected.

Virus Prevention Resources and Information

Email Questions
Why can’t I get my e-mail? 
Why do I get disconnected after checking my e-mail?

How do I get rid of junk mail (SPAM)?
How do I activate a complimentary second e-mail address?
How can I forward my QCOL messages to another e-mail address?
I received a message with a Defanged attachment. How do I open it?
I'm a National Dial-Up customer and cannot send emails.  Why?

Before you forward that next message take a moment to be sure it isn't a hoax.

Fiber Management Technical Support Questions
How do I setup Windows XP Local Area Connection (LAN)
How do I configure Outlook Express for EMAIL
How do I setup Internet Explorer for Local Area Connection (LAN)
Web Page Questions
How do I create a web page?
What is HTML (Hypertext Markup Language)?
How do I post my web page onto the Internet?
How do I get to my web page?
How do I make changes to or update my web page?
Where can I find more information about website design?
How can I put a counter on my QCOL-hosted web page?
QCOL Questions
How do I make a one-time bill payment on-line?
 

 

Q.  Why can’t I get connected? 

  • Take a look at your "Caps Lock" key. Nine times out of ten this will be lit. If so, that's your culprit. Passwords for QCOL accounts are typed in lowercase, and even though the asterisks you're seeing when you type your password don't let you see it, you're typing your password in uppercase. Another common problem, among new users especially, is a misunderstanding of the differences between a name and a username. Windows Dial-up Networking defaults to your full name (as your copy of Win95/98/NT was registered to) in the username field, while your actual username should be something much simpler.
  • Check your phone line to make sure that everything is connected properly and that the phone line is available.
  • Click Start, Settings, and then Control Panel.  Now double click on the Modem icon to make sure that the modem is installed (it will be in the list).
  • Click Start, Settings, and then Control Panel.  Next, double-click on the Network icon.  In the window that appears, check to make sure that there are at least the three following components listed.  Client for Microsoft Networks (or Microsoft Family Logon), Dial-Up Adapter, and TCP/IP.  These are crucial in accessing the internet.  If all of these items are listed, and the problem persists, give us a call for further assistance.

Q.  Why can’t I get my e-mail?

  • There are a lot of possible causes of this problem. The most frequent culprit is an incorrect setting within the e-mail software. 
  • From within Outlook Express, click on the “Tools” menu at the top of the screen.  From the menu that appears, click on “Accounts”.  In the Internet Accounts window, click the Mail tab at the top, then Properties on the right.  A new window will appear.  Click the Servers tab at the top and check to make sure the Incoming mail (POP3) and Outgoing mail (SMTP) are listed as follows:

mail.qcol.net

  • Then check the Account name and password to make sure they are correct.

  • Next, click on the Connections tab at the top.  Make sure there is a check mark in the “Always connect to this account using:” box.  Click on the drop-down arrow underneath and select your QCOL connection (the same one you would use to connect to the internet).  At the bottom of the window click “Apply” then “Ok”.  Then click the Close button on the Internet Accounts window. All settings should now be correct.  Click on the “Send/Rec” button to check for new messages.

  • If none of these procedures seem to work, please give us a call so we can assist you further.

Q.  Why can’t I view web pages?  This problem is most likely caused by an option that is not selected in the properties of the dial up connection.

For Windows 95/98/ME Users:

  • From the Desktop, Double click on My Computer.
  • Right-click on your QCOL connection (for example:  QCOL – Uniontown)
  • Click on Properties with the left mouse button.
  • In the window that appears, click on the Server Types tab.
  • At the bottom right, click on the TCP/IP Settings button.
  • In the new window that appears, make sure that the “Use IP header compression” and  “Use default gateway on remote network” boxes are selected
  • Click Ok

If this does not correct the problem, please call us for further evaluation.

 

Q.  Why do I get disconnected after checking my e-mail?  There is a setting in the Outlook Express mail program that allows you to disconnect after sending/receiving so your phone line isn’t tied up while processing your e-mail.  However this can cause a problem when you are browsing the internet.  To disable this feature:

  • In Outlook Express, click the “Tools” menu at the top of the page.  Then choose “Options”.

  • In the box that appears, click the “Connections” tab at the top.

  • Locate the check box that says “Hang up after sending and receiving.”

  • At the bottom, click “Apply” and then “Ok”.

Q.  How do I get rid of junk mail (SPAM)?  It seems that junk mail is becoming more and more prevalent.  We cannot get rid of junk mail altogether; however QCOL has taken steps to clear away some of the clutter in your mailbox.  To activate our Virus and SPAM filter:

  • Go to www.qcol.net and click on the “Member Services” link on the left side of the screen.

  • On the next page, locate the “Virus/SPAM Filter” link under the Account Management section and click on it.

  • Follow the instructions on the page that appears.  You can select options for the level of filtering you want to be applied to junk mail messages.  If the level is too strict (meaning that the filter is prohibiting solicited messages from coming through) or too lenient (meaning that the filter doesn’t seem to be filtering out enough of the messages you don’t want), you can keep changing the selections until you find the one that works the best for you.

  • Read the statement at the bottom of the page and click the “I Agree” button.  This will save the changes to your account.

Q.  I understand that I have a complimentary second e-mail address.  How do I activate it?

  • Go to www.qcol.net and click on the “Member Services” link on the left side of the screen.

  • On the next page, locate the “Add Secondary Email Account” link under the Account Management section and click on it.

  • Read the information and then make all the necessary entries.

  • Click the “Submit” button.  You are now ready to access your secondary account from our website.  If you like, you can manage this account using Outlook Express.  To do this, review the section on multiple accounts in the Outlook Express Help menu.

Q.  What is the difference between my account name (username) and my e-mail address?

                                                                         

  • The account name (along with the password) is what you use to log on to your dial-up account.  When you first get on the internet, your computer dials your local access number and sends the username and password to our server to let us know who is logging in.  When our system recognizes your username and password, you are granted access to your account (this ensures that only you and those you allow to have access to your username and password are using your internet account).  NOTE:  The username is only a portion of your e-mail address.

  • The e-mail address is used solely for the purpose of sending and receiving e-mail messages. 

Q.  How can I forward my QCOL e-mail to another address?

  • Go to www.qcol.net and click on the “Member Services” link on the left side of the screen.

  • Locate the “E-Mail Forwarding” link and click on it.  When prompted enter your username and password.

  • Review the information listed then type the e-mail address to which you would like your messages forwarded.  

  • Click the “Submit” button.

Q.  How do I make a one-time bill payment on-line?

  • Go to www.qcol.net and click on the “Member Services” link on the left side of the screen.

  • Locate the “Online Payment Authorization” link and click on it.  When prompted enter your username and password.

  • Fill in all of the information requested and then click the “Submit” button.

Q.  How do I change my password?

  • Go to www.qcol.net and click on the “Member Services” link on the left side of the screen.

  • Locate the “Change Password” link and click on it.  When prompted enter your username and password.

  • Carefully read the information and enter the new password.  You will need to type it again in the “Confirm Password” box.

  • Click the “Submit” button.

Q.  How do I create a web page?

  • There are many ways to create a web page.  Most current word processing and desktop publishing programs include features for creating web content.  Software applications such as Microsoft FrontPage are created especially for web site design.

Q.  What is HTML (Hypertext Markup Language)?

  • HTML is the authoring language used to create documents on the World Wide Web.
    The most commonly-used language for website design.

Q.  How do I post my web page onto the Internet?

  • Think of your web space as a folder on a computer.  Basically, to upload your web page, you have to copy files from your computer to your “folder” on the QCOL server.  There are a quite a few programs available that can assist you in uploading your pages to the site.  One such program is CuteFTP.  Or if you are familiar with the MS-DOS Command Prompt, you can use FTP File Transfer Protocol commands to upload your files.  Here is a site from Colorado State University that gives an overview of File Transfer Protocol and lists some basic FTP commands and their functions for use with the MS-DOS Prompt:
     
    http://www.cs.colostate.edu/helpdocs/ftp.html

Q.  How do I get to my web page?

Q.  How do I make changes to or update my web page?

  • You can make changes to the page using the software in which you created the page and save your work. Then, replace the current file(s) with the updated ones.

Q.  Where can I find more information about website design?

Q.   How can I put a counter on my QCOL-hosted web page?

  • It's easy to put a counter like the one on our homepage up on your page. Just cut and paste the following HTML code into your index.html:
         < IMG SRC="/cgi-bin/Count.cgi?df=yourusername.dat|ft=0|pad=0" >               Replace "yourusername" with your username.

Q.  I received a message with a Defanged attachment. How do I open it?

  • Double-click the message to open it in it's own window.
  • From Within the message, click on the attachment.
  • The "Opening Mail Attachment" box should appear. Place a dot in the selection that says "Save it to disk" then click Ok.
  • The Save As window will appear. Locate the file name field. The name will look something like this: message-defanged9088.doc. Remove the -defanged9088 portion of the number. After doing so the filename should look like this: message.doc
  • Then click the Save button on the right.
  • Locate the file you just saved and double-click to open it.

Q.  I get disconnected after being on the internet for only a short period of time.

There are a couple of potential reasons for this problem. Likely, the modem you have uses a Rockwell or Lucent based chipset. There are some minor issues with this chipset and our server that in most cases can be resolved using an initialiation string.

In Windows 95/98/ME/2000:

  • Click on Start, then Settings, then Control Panel.
  • Locate the "Modems" icon and double-click on it.
  • In the Modems Properties box that appears, click the "Properties" button on the right.
  • At the top of the next windows, click the Connection tab.
  • At the bottom right, click on Advanced button.
  • Locate the Extra settings field and type the following init string exactly as it appears: &fs36=7s41=2
  • Click Ok at the bottom of all the open windows.
  • Click Close at the bottom of the Modems Properties box.

In Windows XP:

  • Click on Start, then Control Panel
  • In the Control Panel window, double-click the "Phone and Modem Options" icon. (If this icon is not listed, locate the link on the left side of the screen that says "Switch to classic view". The "Phone and Modem Options" icon should then appear.)
  • Click the Modems tab at the top of the window.
  • Click the Properties button on the lower right side.
  • At the top of the new window that appears, click the Advanced tab.
  • Locate the Extra settings field and type the following init string exactly as it appears: &fs36=7s41=2
  • Click Ok at the bottom of all open windows.
  • Close the Control Panel.

Q.  I recently purchased a new computer (or a new modem) ever since I have been having greater difficulty getting connected.

Likely, the modem you have is a V.92 modem. This is a new technology that allows quicker uploads, faster connection times and better call handling while you're connected to the Internet. Until this technology becomes mainstream, there are a few bugs that many ISP's are contending with. To resolve some of these issues, we have found an initialization string (modem command line) that helps to correct any problems users of these modems may experience.

In Windows 95/98/ME/2000:

  • Click on Start, then Settings, then Control Panel.
  • Locate the "Modems" icon and double-click on it.
  • In the Modems Properties box that appears, click the "Properties" button on the right.
  • At the top of the next windows, click the Connection tab.
  • At the bottom right, click on Advanced button.
  • Locate the Extra settings field and type the following init string exactly as it appears: +MS=v90,0
  • Click Ok at the bottom of all the open windows.
  • Click Close at the bottom of the Modems Properties box.
  • Close the Control Panel.

In Windows XP:

  • Click on Start, then Control Panel
  • In the Control Panel window, double-click the "Phone and Modem Options" icon. (If this icon is not listed, locate the link on the left side of the screen that says "Switch to classic view". The "Phone and Modem Options" icon should then appear.)
  • Click the Modems tab at the top of the window.
  • Click the Properties button on the lower right side.
  • At the top of the new window that appears, click the Advanced tab.
  • Locate the Extra settings field and type the following init string exactly as it appears: +MS=v90,0
  • Click Ok at the bottom of all open windows.
  • Close the Control Panel.

Q.  I'm a National Dial-Up customer and cannot send emails.  Why?

  • Special E-Mail Settings for Customers using National Dialup Numbers:

    These changes must be made in order for customers with our national plan in order to send email.

    Step 1: In Outlook Express click on the Tools menu then click on Accounts.

    Step 2: Click on the mail tab. Locate your QCOL mail account and click on Properties.

    Step 3: Click on the servers tab and place a check in, "My server requires authentication." Click Apply then OK to save the settings. Close out of the Internet Accounts menu and you are finished.

 

 

Q.  How do I setup Windows XP Local Area Connection (LAN)?

  • Go to the start Menu and click on Control Panel.
  • Double Click on "Network Connections". NOTE: If your Control Panel says Choose a Category Below you will need to click on "Switch to Classic View" on the left hand side of the Control Panel Window in order to find the Network Connections icon.
  • Locate the network device that you are using to connect to the Ethernet jack provided during installation. This will typically be the “Local Area Connection” located under the “LAN or High-Speed Internet” category.
  • Verify that you have a connection and that the port is active by checking the “Status” column. It should say “Connected”. If not, connect the cable or right click the “Local Area Connection” and click “Enable”.
  • Double click the “Local Area Connection” and a “Local Area Connection Properties windows will open.
  • Under the General tab select "Internet Protocol (TCP/IP)” and then click Properties.
  • Select “Obtain an IP address automatically”.
  • Select “Obtain DNS server address automatically”. Click the “Advanced” button.
  • Verify that the “Default Gateways:” box is empty.
  • Remove any IP addresses that are listed. Click “OK”.
  • Click “OK” in the "Internet Protocol (TCP/IP)” window.
  • Click “OK” in the “Local Area Connection Properties” window.
  • Your “Local Area Connection” is now configured

 

Q.  How do I configure Outlook Express for EMAIL?

  • In the Outlook Express Program, Click on the ‘Tools’ menu. Click ‘Accounts’.
  • Click ‘Add’, Click ‘Mail’.
  • Enter your name as you would like it to appear in the messages you send. Click ‘Next’.
  • Enter your e-mail address. Click ‘Next’.
  • Select “POP3” from the drop-down box. Type mail.qcol.net in the incoming and outgoing mail server fields.  Click ‘Next’.
  • Enter your user name then enter your password.
  • Check ‘Remember password’ box. Click ‘Next’.
  • Click ‘Finish’.

 

Q.  How do I setup Internet Explorer for Local Area Connection (LAN)?

  • Open “Internet Explorer”, click “Tools” on the menu bar
  • Click “Internet Options”.
  • Click the “Connections” tab.
  • Select the “Never Dial a connection” option.
  • Click the “LAN Settings” button.
  • Uncheck all options.
  • Click “OK”.
  • Click “OK”.
  • Done
 

(c) 2003 QCOL Inc.