Troubleshooting Tips
If your internet connection appears to be down, here are the steps you have to follow:
Step 1: You need to shutdown your computer by clicking the “Start” menu button, select “Turn of computer” and then select the “Turn off” button.
Step 2: Disconnect the power cable from the injector (see picture 1 below).
Step 3: If you have a router go to step 4, if you don’t have a router, you just need to reconnect the power cable to the injector and after 2 minutes turn your computer back on. You should be back online. If not give us a call at 613-599-3775.
Step 4: Disconnect the power cable from the router (see picture 2 below).
Step 5: Reconnect the power to the router first and wait 1 minute. Reconnect the power to the injector and wait 2 minutes. Turn your computer back on. IT IS IMPORTANT THAT YOU FOLLOW THESE STEPS IN THIS SPECIFIC ORDER!!! If it still doesn’t work it is imperative that you remove your router from the equation, in other words, connect your Ethernet cable directly to your injector (white device on the pictures) and then restart steps 1 to 3.
Email problems
Outlook Users
If you can’t send mail, go in Outlook, go to “Tools”, To “E-mail Accounts…”
Select the radio button “View or change existing e-mail accounts” and click next, select you existing account and double click it.
(NOTE: Your e-mail accounts may vary depending who your service provider is: e.g. Cyberus, Look, Sympatico…)
click on “More Settings…
”Click the “Outgoing Server” tab, and make sure that “My outgoing server (SMTP) requires authentication” check box is checked and that the first radio button after is selected also, then click OK and close all other windows including Outlook.
Restart Outlook and try to send a test email to your account. If it goes out your ok, if it doesn’t go out, disable all antivirus software and try to send an email again. Give us a call @ 613-599-3775 if you are still experiencing issues.
For Outlook Express users:
Go to Outlook Express and click the “Tools” menu, click “Accounts”, click the “Mail” tab and double click your account. Select the “Servers” tab and make sure that in the “Outgoing Mail Server” section that “My server requires authentication” check box is checked. Then click OK then close and restart OE. Send a email to yourself, if it works then your all set, if it doesn’t go through, disable all antivirus software and try to send email again. Give us a call if it still doesn’t work @ 613-599-3775.