Solutions to common problems

 

(505)-326-9148

(505)-325-2099 (Fax)

techs@cptnet.com (Email)

***Before anything else, reboot your computer and try again.
To reboot, click the Start button, select Shut Down, select Restart, then click OK***

NO DIAL TONE MESSAGE:

1.    Check all connections from the phone jack to the computer.
2.    There are usually two different places to plug your phone line into the modem, try them both.
3.    Make sure all of the connections are secure.
4.    Make sure the phone jack works by plugging in a phone and checking the dial tone.
5.    If the modem is plugged into a surge protector, then to the wall, try a direct connection from the phone jack to the modem.
6.    If there has recently been a thunderstorm, you may want to have your modem checked out if it is still under warranty.


SOUNDS LIKE AN OPERATOR TALKING WHEN YOU DIAL

1.    Double-click on My Computer.
2.    Double-click on Dial-Up Networking.
3.    Right-click on your connection.
4.    If the box that says "use area code and dialing properties" is checked, uncheck it.
5.    If you have *70 in front of the number, click the Dial Properties and uncheck the box that says,
      "This phone has call waiting…"

GETTING A BUSY/ NO ANSWER MESSAGE

1.    Make sure the number you are dialing is the correct number. On your sign-up information,
      you should have the modem number, double-check the number.
2.    Sometimes, all of the modems are in use, try back a little later.
3.    If you consistently get a no answer message, and you have checked the number you are dialing is
      correct, please call tech support.

USERNAME AND/OR PASSWORD DOESN’T WORK

1.    Did you pay your bill on time? If not, call our billing department first to verify that the account is valid.
2.    Make sure your caps lock key isn't on.
3.    Make sure the username is in all lowercase letters and the password is  
      exactly how you have written it on your sign-up sheet.
4.    Make sure you are only typing the username, not the whole e-mail address.
       For Example: bob not bob@cptnet.com
5.    Even if the username and password has been saved, or looks the same, delete both and re-type them.

NOT RECEIVING E-MAIL

1.    Make sure you try to click the send and receive button.
2.    Make sure your username and password are correct. (See Above)
3.    Try sending yourself an e-mail to see if you can receive your own message.
4.    Check your mail settings to make sure that they are correct, with no misspellings.
       If you do not know how to do this, either click here for instructions, or call tech support

NOT ABLE TO SEND E-MAIL

1.    Check that the address you’re sending to is correct.
2.    Try sending yourself an e-mail.
3.    Check your mail setting, check and make sure that they are correct, with no misspellings.
       If you do not know how to do this, either click here for instructions, or call tech support


GETTING AN ILLEGAL OPERATION MESSAGE

1.    Shutdown your computer and try the program again.
2.    If this is a consistent problem, you may need to re-install the software. If you need help, please call tech support.