Troubleshooting

Troubleshooting & Known Issues

The following section should be referred to before contacting the QuikCAT Technologies help desk. Most common errors can easily be resolved using the instructions provided below. Known software limitations are also identified in the sections below.

The iNET Accelerator is designed to work with the majority of web sites on the Internet. However, due to the diversity of the content providers and inconsistent adherence to standard web development practices, there is no guarantee that 100% of all content will be processed at all times. This product is designed to accelerate the user’s overall Internet experience. If requested pages do not display or do not display as expected, temporarily disable iNET Accelerator and press refresh option in your web browser. Remember to turn acceleration back on to continue to receive optimal use of this service.

Click on one of the following links:

Web Browsing
E-Mail
Error Messages
Uninstalling

Web Browsing (Back to top)

Error Message or Problem	Description and Solution
**No acceleration seems to be occurring.**	Make certain that you have acceleration enabled. Click here to enable acceleration for web browsing.
No acceleration on secure websites	For security reasons, access to secure websites through iNET Accelerator is not supported. The sites can still be accessed, however, no acceleration will occur.
**No acceleration for FTP downloads**	This version of iNET Accelerator only offers acceleration in non secure HTTP (Web Pages) and SMTP/POP3 (Internet e-mail).
**No acceleration for audio, video, and certain other multimedia formats**	Shockwave / Flash and various other media file types such as MPEG, AVI, Apple QuickTime, and Real Audio/Video are already in a compressed format. Consequently when iNET Accelerator encounters these media formats it passes them through without any type of additional compression.
I am unable to see the iNET Accelerator icon on Internet Explorer toolbar .	If the iNET Accelerator icon does not appear on your Internet Explorer tool bar, you may need to manually enable it. Right click on an empty area of the I.E. tool bar. Using your left mouse button, place a check mark next to iNET Accelerator. The iNET Accelerator icon should now be viewable and accessible from the tool bar. In multiple user log-on environments, such as Windows 98 using family log-on, Windows 2000 or Windows XP, the icon only appears by default for the person who installed iNET Accelerator. All other users who want to use this application must manually choose to have it appear on their Internet Explorer toolbar as indicated above.
I'm not sure if acceleration is occurring or not.	During a web browsing session, a vertical bar scrolls across the iNET Accelerator icon located in the system tray (usually located in the lower right-hand corner of the desk top) when information is being downloaded from or uploaded to the Internet. iNET Accelerator Icon
Occasionally my preferred speed setting / quality level gets changed whenever I log on.	iNET Accelerator keeps the Speed Setting level of the previous user on a particular computer. You may be experiencing the setting of the previous user.
Sending mail via Web based e-mail sites do not seem faster than sending without acceleration.	Under the current product design, attachments being sent to web based e-mail sites are not compressed before sending. Reading mail messages that are received at a web based mail site ARE compressed at the desired quality level.
Unable to send web pages via MS Outlook e-mail.	When selecting to email a page within Internet Explorer via Microsoft Outlook iNET Accelerator sends a link to the page instead of the entire page.
Some Adobe PDF files appear as a blank when attempting to display them directly in the browser.	In some instances Adobe Acrobat might not automatically display a PDF file within Internet Explorer when iNET Accelerator is enabled. To remedy this, after the Acrobat plug-in displays in your web browser, press the reload button. If the page still doesn't load, it is recommended that you save the PDF file to your computer by right clicking on the link that would normally open the document and selecting the "Save target as" option. Then view the PDF file using your regular Adobe Acrobat reader.
I am unable to log in to certain web sites that require a User Name and Password.	Due to the various types of log in methods available on the internet, iNET Accelerator may not allow you to log in while it is running. Temporarily disable acceleration, log in as you normally do and then re-enable acceleration.

E-mail (Back to top)

Error Message or Problem	Description and Solution
When sending a large mail message in Microsoft Outlook or Outlook Express using iNET Accelerator, the following server time-out message sometimes occurs: Your POP3 Server has not responded in 60 seconds. Would you like to wait another 60 seconds for the server to respond?	When a server time-out message occurs in Microsoft Outlook, either: Click the "Wait" button to continue waiting for (an additional server time-out period) response from the POP3 server. OR Click the "Stop" button to cancel sending the mail message and then increase the server time-out period for your e-mail provider. NOTE: Refer to your e-mail application documentation for increasing the server time-out period.
Unable to download e-mails with attachments at a new speed / quality level	Most POP3 Mail servers prevent you from downloading email messages a second time. Thus when you change the speed / quality setting and attempt to download the message is no longer available to you. You may wish to keep the speed / quality level set to always give you the best quality.
I do not see my e-mail application listed in the Automatic settings window	iNET Accelerator currently only supports automatic enabling/disabling for Microsoft Outlook and Outlook Express.
I do not see my e-mail profile listed in the Automatic settings window	iNET Accelerator only lists the profiles of the default Identity. If you are using multiple identities the accounts defined under the non-default identities will not be listed.
I tried importing my mail and configuration settings from Outlook Express into Outlook. I am unable to automatically enable and disable acceleration for the imported accounts.	Acceleration must first be disabled in Outlook Express before importing mail or mail account settings into Outlook. Once account information has been successfully imported, you can enable/disable profiles via the Automatic settings tab.
Sending mail attachments via Web based e-mail sites don't seem faster than sending without acceleration.	Under the current product design, attachments being sent to web based e-mail sites (Hotmail, Yahoo, Excite, etc.) are not compressed before sending. However, reading mail messages that are received at a web based mail site ARE compressed at the selected quality level.

Accelerator Client/Server Errors (Back to top)

Cause of Problem

Description of Error & Solution

I get a warning message indicating "Accelerator Server Error"

This error can occur if one of the following scenarios occurs:

The URL or Web address may have been misspelled. Please verify that the spelling is correct and try requesting the page again.
Excessive internet traffic is causing your request to be delayed. Press the refresh button in your web browser.
There may be a problem with the acceleration server which is used to process this request. Temporarily turn off the Internet Acceleration application and press the refresh button in your web browser. Remember to turn acceleration back on to get the maximum benefit of this product.

Connection to the iNET Accelerator server is terminated.

Accelerator Client Error
iNET Accelerator Server terminated connection without sending any data to client.

Parameter	Value
Requested Web page	http://www.thefunnybone.com/
Server name/IP address	90.0.0.56

This is caused by a problem with the server located at QuikCAT Technologies. Please contact their help desk.

My trial period expired. Now what?

You may either order the service to unlock it for continued use. Or you may uninstall it. Internet Explorer will function normally, however there will be no acceleration. Any acceleration enabled e-mail profiles should be disabled. Failure to do so will prevent mail from being sent or received. Click here for information to disable e-mail acceleration.

My trial period expired now I am unable to send/receive e-mail.

If you receive the following warning message:

This means your trial period of iNET Accelerator has been reached. If you choose not to order the service, you must disable any Outlook e-mail profiles currently enabled for acceleration. Click here for instructions to disable e-mail profiles.

I changed the date on my computer and am now getting an error message.

Internet Accelerator works on a date based trial period. Modifying the computer's date will prevent the application from functioning properly. You may receive the following error message:

To continue using the application for the remainder of your trial period, you must adjust your system date back to the Program "last used" date and time as indicated.

Uninstallation (Back to top)

Cause of Problem	Description of Error & Solution
When trying to uninstall this application, I get various warning messages that indicate the uninstallation was unsuccessful.	If running in a Windows NT, Windows 2000 or Windows XP Professional environment, you must have administrative rights to perform an uninstallation. Log off as the current non-administrative user and log on as an Administrator. Attempt to uninstall the application a second time.