iVillage Broadband
Settings
Beginners Troubleshooting
Logging a Fault
Advanced Troubleshooting
Settings
| Incoming Mail Server: | mail.ivillage.net.au |
| Outgoing Mail Server | smtp.ivillage.net.au |
| Email User Name Format: | username@ivillage.net.au |
| Webmail User Name Format: | username@ivillage.net.au |
Beginners Troubleshooting
There are some things that all levels of user can do to help troubleshoot their internet connection.
- Check that your internet service has been provisioned. If you have not been supplied with an email address and password then we are still in the process of provisioning your service.
- Check you have typed any required passwords correctly. Ensure that you have not typed them in with Caps lock on.
- Check that you have typed in the correct web site or email address. Common errors with these include: spaces between words, commas instead of full stops, underscores instead of a dash, extra or transposed letters.
- Reboot your computer. Turning your computer off and on again solves a large number of computer issues. Once your computer has rebooted, try to perform the desired task again. If you are still unable to complete the task contact us for assistance
- Try some of the advanced troubleshooting below. Only do this if you feel confident.
- Call Living Networks to log a fault
Logging a fault
When contacting Living Networks for technical assistance or to log a fault please ensure you have the following information:
- Your name, phone number password or pin;
- Your email address;
- What you are trying to do;
- A description of the issue; and
- Any error messages that you get.
Advanced Troubleshooting
Please note: We are currently in the process of creating user guides for many of the help items below. If you are unsure how to complete a troubleshooting item, please contact Living Networks Customer Support for assistance
Unable to view web pages
Unable to send emails
Unable to receive emails
Unable to open attachments
Unable to view web pages
If you get Page cannot be displayed error message
| 1. | Check the web page address as you may have typed it incorrectly | |
| 2. | Try viewing another web page as the page you are trying to view may be offline | |
| 3. | Clear the computer's cache | XP Vista |
| 4. | Confirm the browser settings are correct for your operating system | XP Vista |
| 5. | Confirm the Microsoft Windows settings are correct | XP Vista |
| 6. | Try to ping the website XP User guide | XP Vista |
| 7. | Firewalls may stop you from being able to access web pages. Temporarily turn off your firewall to see if solves the problem. If you are able to get to the web page then your firewall may be incorrectly configured. |
Advanced Troubleshooting : Top
You are able to view some web pages but not others
| 1. | Check your security settings in your internet browser to ensure they are not set to high or too low. | Internet Explorer Mozilla |
| 2. | Check your encryption settings as you may have the incorrect cipher strength. This will mean that you are unable to access secure sites such as banking. Your cipher strength should be 128 bit. If it isn’t Contact the village manager to arrange an onsite visit by one of our computer technicians | |
| 3. | If you are using a different browser like Mozilla you may not be able to view some web pages or features within pages. If you have a Microsoft based operating system, try using Internet Explorer | XP Vista |
| 4. | Internet Filtering programs like Net Nanny or Microsoft Content Advisor can prohibit you from access some web pages. Temporarily turn off your filtering program to see if solves the problem. If you are able to get to the web page then your filtering program may be incorrectly configured. | XP Vista |
| 5. | Firewalls may stop you from being able to access web pages. Temporarily turn off your firewall to see if solves the problem. If you are able to get to the web page then your firewall may be incorrectly configured. | XP Vista |
Advanced Troubleshooting : Top
When you attempt to connect to a web page your computer tries to dial up a connection
| 1. | Your browser is set to use a dial up internet connection. To correct this complete the following steps for IE: 1. Click Tools 2. Click Internet options 3. Select the Connection tab 4. Select the ‘Never dial a connection’ radio button. 5. Click ok |
Internet Explorer Mozilla |
Advanced Troubleshooting : Top
Unable to send emails
| 1. | Check the email address you are sending to as it may be typed incorrectly | |
| 2. | Check the size of the email. If it is over 7MB you will be unable to send the email. Large emails can cause connection slows | |
| 3. | Check the email settings on your account as they may be incorrect | Outlook Express Mozilla Vista |
| 4. | If you receive an undeliverable message the recipients email box may be full, the address incorrect or their server may be unavailable. If you have the correct address, try sending the email later | |
| 5. | Try sending via webmail. If you are unable to send using webmail there may be a service outage, try again later. If you can send then the issue is likely to be with your computer | Webmail |
| 6. | Virus scanning software can sometimes be set to scan your emails for virus. Check your Virus scanner settings as it may be stopping you from sending emails | |
| 7. | Firewalls may stop you from being able to send emails. Temporarily turn off your firewall to see if solves the problem. If you are able to send emails then your firewall may be incorrectly configured. |
Advanced Troubleshooting : Top
Unable to receive email
| 1. | Check to make sure your username and password are correct in your email client | Outlook Express Vista Mozilla |
| 2. | Log into webmail and check to see if you have any emails waiting to be downloaded. If there is a large email (over 7MB) this may be slowing your connection down and you will not be able to get other emails until it is either downloaded or deleted | Webmail |
| 3. | Check the email settings on your account as they may be incorrect | Outlook Express Vista Mozilla |
| 4. | Virus scanning software can sometimes be set to scan your emails for virus. Check your Virus scanner settings as it may be stopping you from sending emails | |
| 5. | Firewalls may stop you from being able to send emails. Temporarily turn off your firewall to see if solves the problem. If you are able to send emails then your firewall may be incorrectly configured. |
Advanced Troubleshooting : Top
Unable to open email attachements
Please note: Be careful of opening attachments from unknown sources as these may contain a virus. If you are unsure about the origin of an email or an attachment do not open the attachment.
| 1. | Check to make sure that you have a program capable of opening the attachment installed on your computer | |
| 2. | Virus scanning software can sometimes prohibit you from opening attachments. If you trust the source of the attachement and know what it is, temporarily disable your virus scanning software and see if you are able to open the attachment | |
| 1. | f you get the error message 'OE removed access to the following unsafe attachments in your mail' then the attachment is being blocked by Outlook Express. To disable: 1. Click Tools 2. Click options 3. Select the Security tab 4. Deselect the 'Do not allow attachments to be saved or opened that could potentially be a virus' Outlook Express 5. Click ok |
Internet Explorer Mozilla |
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