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Dial-Up Connection Problems
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Invalid username and password.
Check if you have entered your username and password correctly, always remember that password is case sensitive. Check if CapsLock is active if so, disable when typing your username and password. Your account might be temporary on hold by the Billing Department, contact our Billing Department at 635-5201 for verification. Somebody might currently using your account, always remember that the username and password is prohibited (sharing the username and password is not advisable). Your account might be locked, this happens if you don't properly disconnect your connection. In that case you should need to contact the Technical Support Group for assistance. If your using windows 95, you need to update the Dial-up connection program from Microsoft.
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I receive the line is busy error message, what should I do?
Try to dial another dial-up access number. If you're in the office/hotel and its configured using a PABX machine, try to add 9 or 0 (depending on the configuration of the PABX) before the dial-up number, this is to ensure that you can make an outside call request. Check if the Provider is currently not encountering any problem to their servers, modems and access numbers.
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The connection is too slow, what should I do?
This happens when the condition of the line is poor. Try to set the maximum speed of the modem to its minimum baud rate (38400 kbps recommended). Maybe you're downloading a large file over the net, which causes other Internet application to access too slow.
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The port is already open, what should I do?
Another application has control over the modem; try to restart your machine before trying to connect. Under the modem properties you can use the available ports if needed, yet try to diagnose it first before getting the correct ports.
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I'm already connected to the Internet, when suddenly it just disconnects.
It happens when you setup an autodial or a third party dialer that needs to access the Internet such as the email, browser or proxy software. To be able to fix the problem try to disable the autodial sequence. Call waiting is enabled. There is option under your dial-up connection properties, try to disable it to fix the problem. Poor line condition. Try to set the maximum speed of the modem to its minimum baud rate (38400 kbps recommended). This also happens when you setup an auto-disconnect sequence to a particular application such email and auto-resume downloading programs. It just automatically disconnects the current connection if a certain task to the Internet is finished.
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The port was disconnected by the user.
This happens when the power or the cable to an external modem is removed during the connection process. This happens if the user cancels the dial/connection attempt prematurely. It also happens if you have a call waiting and an incoming call comes during the connection attempt.
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The modem is not responding.
This occurs when the modem is not power on. You can restart your machine to recognize your modem properly. Some application is currently accessing your modem. And still haven't finished yet. Try to close all programs that uses your modem. Re-install the modem so that your machine would be able to recognize your modem properly.
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Modem could not be found.
If you have more the one modem installed on your machine, specify correctly what modem are you going to use on your dial-up connection settings. The modem installed is not fully functional update your modem driver to fix the problem. The modem installed on the machine is corrupted; reinstall the modem driver to fix the problem.
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There is no answer.
You might be attempting to dial a wrong dial-up access number. If you're in the office/hotel and its configured using a PABX machine, try to add 9 or 0 (depends on the configuration of PABX) before the dial-up number, this is to ensure that you can make an outside call request. Check if the Provider is currently not encountering any problem to their servers, modems and access numbers.
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There is no dial tone.
Make sure that the phone line/cable is properly attached to its respective ports. If you're modem is external, check if it's powered on. Somebody might be currently using your phone. You will received this error because its terminated by the current application. Check if the Provider is currently not encountering any problem to their servers, modems and access numbers.
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Hardware failure in port or attached device.
This occurs if the modem is not properly installed on the machine. Try to re-install the modem driver to fix the problem (try to diagnose if necessary). If you're modem is external, check if it's powered on. The error can also caused by a bad or loose serial cable with external modems.
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The connection attempt failed because the modem on the remote computer is out of order.
This error occurs if you have installed your modem with an incorrect driver; try to identify the manufacturer or chipset of the modem to get the correct driver for installation. If you're modem is external, check if it's powered on.
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| Dial-Up |
| Email |
| Browser |
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Email Problems |
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Unable to find mail server (mozcom.com).
Make sure that you use mozcom.com as your POP3/Incoming mail server on you email client. If your currently connected to your network (LAN) and your using a proxy application. It might cause your mail not to be able to connect to our mail server. Contact your Network Administrator for assistance. Make sure that you have an actual connection to our server by pinging your connection
(Click start>run>open type "ping -t mozcom.com"), if there's a reply it means you should be able to access your mail, if not try to disconnect then dial another dial-up number.
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Disconnects occur after opening the email program.
This may cause by the email program attempting to dial when the connection is currently present, in that case you should disable the autodial sequence from the email program.
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I'm receiving a Mail Delivery Subsystem - Mailer Daemon.
User Unknown - This happens if you mistype the email address that you're sending to. The server was unable to find the recipient's valid domain from the mail server. Exceeded Quota - Your mail was returned because the recipients' mailbox is full, since that there's no space your mail will bounce back. Due to Spam - This may occur if your email address/domain was block by the mail server that you're sending to. Virus alert - The mail that your sending contains a virus and was scanned by our mail server, update your anti virus program then scan your machine. Your mail was returned; this may also occur if currently the mail server that you're sending to was currently under maintenance/construction (unexpected error).
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Relay access is denied.
This occurs if you're not currently connected to MosCom network, yet you have an email account which already setup on your machine., to solve the problem you should use the outgoing mail server of the Provider you currently logged in.
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After sending and receiving my email client just automatically disconnects.
This happens if you enable the "hang up after sending and receiving", to avoid this problem open outlook express>tools>options>connections> uncheck the "hang up after sending and receiving" option. If you have a third party email application that also has an auto disconnection feature try to disable it to fix the problem.
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Why am I always receiving my previous mails? - duplication of mails occurs.
This happens if the user cancels the retrieval of mails prematurely. The mail server is waiting for
a success confirmation from the email client that all mails are downloaded properly. If not the mails
from the mails server will remains until its downloaded properly. The duplication of mails only displays
on the email client but not on the mail server from which the mails are placed.
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It takes me a long time to retrieve my mails, what should I?.
This happens if someone sends you a large file attachment on the email.
We usually suggest to visit our web-based email site to
http://webmail.mozcom.com/ to check if the attachment is important or not ... just
in case its important you need to download it manually before deleting it (be sure to
log-out properly on WebMail) so that the succeeding mails can be downloaded easily.
If the same problem persist you should call the Technical Support Group for assistance.
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| Dial-Up |
| Email |
| Browser |
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Browser Problems |
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Page not found.
Means that there was no Web page with the name you specified at the Web site. Check if you have entered the URL address correctly also consider proper punctuations such as slashes (/), dots (.), colons (:); web address should be look like this (e.g. http://www.mozcom.com).
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Forbidden.
This standard error message is generated by the Web servers when you try to access a certain file that has not been configured by the person who maintains the Web server (The file needs to be set to "read permissions" for all users).
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Page cannot be displayed.
The site might currently been experiencing some technical problems and still under construction. Be sure that you have entered the correct URL address of the site. Check your browser settings if you setup a different proxy server, if so kindly disable it to fix the problem. If you're connected to your network (LAN which is supported with proxy server), you should contact you Network Administrator to reconfigure the proxy settings for you to be able to browse.
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Authorization is required/access denied.
This happens if the one who handles the website set permission only for those allowed/authorized personnel to enter the site. If your accessing an FTP site; the one who handles the website might limit the number to simultaneous access to his FTP site.
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| Dial-Up |
| Email |
| Browser |
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