Frequently Asked Questions
This section contains a list of Frequently Asked Questions about problems with ACE Internet.
PLEASE READ THROUGH THIS LIST BEFORE CALLING FOR TECHNICAL SUPPORT! This list will answer the most common questions. If you have any suggestions, or questions that you feel should be added to this list. Please feel free to contact us.
PLEASE RESTART YOUR COMPUTER and try again before calling for technical support. Sometimes all that is needed is a reboot. If you do not know how to restart your computer, please do the following:
- Click on the Start button
- Click on Shut Down, a new window will appear
- If you have Windows 95/98 - Click on Restart, a black dot will appear beside it
- If you have Windows ME - Drop down the list box and select Restart
- Click on OK, your computer will restart
Thank you. - The ACE Internet Staff
1) How can I see how long I have been on the Internet?
2) Why does it not accept my password?
3) Why do I disconnect after checking my E-mail?
4) Why can't I get connected at 56k?
5) Why do I get disconnected at random?
6) Why can't I get my browser to go anywhere?
8) How do I change my homepage?
9) How can I make the Internet faster?
10) How do I know if I am connected?
11) How can I make sure that my E-mail is permanently deleted?
12) What is spam and how can I control it? or I didn't sign up for this email!!
13) How can I change my Internet passwords?
14) This site says that I need to enable cookies in my browser, how do I do that?
15) My computer keeps crashing. What can I do?
16) What do I do if none of the above is helpful?
1) How can I check how many hours I have been on the Internet?
This is very easy to do. If you are logged onto ACE Internet, just go to the Internet or Internet Links page and the Quick Usage Report will automatically pop up. Or you can just click on the Quick Usage Report link that is located on the right side of most pages on this web site. If you want your full usage report, you will need to go to the Usage Report page, and enter your User Name and Password.
2) Why does it not accept my password?
This is usually caused by mis-typing your password. Please double check it then try to
connect again. This could also be caused by your service getting disconnected. If after
checking to make sure that your password is typed correctly, call us and we will attempt
to diagnose the problem.
3) Why do I disconnect after checking my E-mail?
This is caused by setting your E-mail client to disconnect after checking your E-mail.
If you are using Outlook Express, here is how you can check to see if it is disconnecting.
That should solve your problem
4) Why can't I get connected at 56k?
Even though we support 56k connections, more than likely you will not be able to always connect
at 56k. 56k is the maximum speed you can connect under the best conditions. Telephone lines
are very susceptible to electro magnetic interference, and this causes line noise. This line
noise interrupts the signal that travels from your modem to aceks.com, and this keeps the
signal from being the best that it could be. This is why you may get connected at 33.6, or even
28.8 when dialing in to aceks.com
5) Why do I get disconnected at random?
This could be caused by many things. If you have call-waiting service, if someone attempts
to call you, the call-waiting beep can disconnect you from the Internet. If you do not
have call waiting, this still may happen for some bizarre reason.
6) Why can't I get my browser to go anywhere?
You may have your DNS numbers set incorrectly. DNS stands for Domain Name Server. This
server holds the names and IP addresses of all of the domain names on the Internet. When
your browser looks up a web site, say www.aceks.com,
the DNS server will go and look up the IP address for www.aceks.com.
7) I accidentally clicked on the MSN (or other ISP, such as AOL, CompuServe, Prodigy Internet) icon, what do I do now?
If you accidentally click on the MSN icon, please cancel it IMMEDIATELY. MSN will
try to overwrite ALL of your Internet settings. If you did happen to go through
the MSN setup process, please call us at (316) 365-5156 so that we can verify that you
are connecting through our servers.
8) How do I change my homepage?
Changing your homepage is quite a simple project. Here is how to do it using the two most
popular web browsers.
9) How can I make the Internet faster?
There are many ways to make your browsing experience go much faster. You can turn off images
in your browser, so that it will not load the pictures on web pages. This makes the web
a lot more bland, but it will speed up load times considerably.
You can also make sure that your computer is connected directly to the telephone jack. If your phone line
is connected to a splitter or other such item can cause what is called 'line noise' This noise can cause
your computer to not connect as fast as it possibly can. There is no way to completely eliminate line noise
but directly connecting your computer to the telephone jack is one way to reduce it.
10) How do I know if I am connected?
On most Windows 95/98 systems, you can see if you are connected by looking at the small
area in the lower right hand corner of your screen. This area is called the System Tray
and it contains a clock and several other icons. If you see an icon that looks like
two small computers connected together, you are connected to the Internet. Here is a picture
of what this icon should look like.
11) How do I make sure that my E-mail is permanently deleted?
If you use Outlook Express, when you delete a message from any place, other than the
Deleted Files folder, the message is moved to the Deleted Items folder. If you want to
permanently remove that message from your computer, you must delete it from the
Deleted Items folder. You should also go through the Deleted Items folder periodically
to make sure that you do not get a huge build up of old E-mail.
12) What is spam and how can I control it? or I didn't sign up for this email!!
Having trouble with spam? Your not alone!! If you search the internet, you will find many people trying to deal with spam. Spam is basically an unsolicited commercial email. Some companies buy bulk email address lists to try and sell their products. These products are usually unwanted! We at ACE have recently installed software on our mail server to try to help. This software will analize the email coming into your account. After analysis, if the software believes the email to be spam, it will put *****SPAM***** in the subject line. To configure your email client to use this new service, go to our Blocking Spam page.
13) How do I change my Internet passwords?
We here at ACE Internet have just added a great new feature. This is our
Internet Control Panel and you can access it from our
Internet page. This Control Panel will ask you for
your name and pass word, and once you are logged in you can use its features to change
your Internet passwords.
14) This site says that I need to enable cookies in my browser, how do I do that?
Here are instructions on how to enable cookies in the most popuplar web browsers
For Microsoft Internet Explorer version 4.x and 5.x
15) My computer keeps crashing. What can I do?
You can try and get fixes for your version of windows at
http://www.windowsupdate.com
An updated web browser might help. Here are links to the newest versions of the most popular browsers:
16) What do I do if none of the above is helpful?
If none of these questions were helpful, you can try and go to our
Online Helpdesk and see if you can find the information you
need there. If that still does not help, you can submit a
problem report to us and one of our tech support team
will be in contact with you shortly. If you need immediate assistance, please feel
free to contact us, but we would suggest that you check out
our online help resources first. Thank you!
Please note that passwords are 6-10 characters long, all lowercase and can not
contain spaces or special characters.
Another thing that may disconnect you is line noise. The best way to insure that you have a
clean line is to minimize the number of devices on one phone line. A direct connection from
the modem to the phone jack is the best possible way to prevent line noise.
You also may get disconnected frequently because your modem is trying to connect
at 56k all the time. If you have your connection set to only connect at 56k, your modem
may think that it is connected at 56k, when in actuality it is not. This causes very
unreliable connections and can cause frequent disconnects.
Our server will assign your DNS numbers, so if you have the DNS numbers set manually, it
may not work correctly. To remove your DNS numbers, please follow these instructions.
If this still does not work, please call us at (316) 365-5156.
For Microsoft Internet Explorer version 4.x and 5.x
For Netscape Navigator 4.x
For Netscape Navigator 4.x
