Assuming you have found a way to connect at this time, but are having repeated connection problems, read the following:

If you are having problems connecting, open your Connect To window by double clicking on your Shortcut to localconnect or nb icon on your desktop...

Before you attempt to dial or connect, first check your user name which is your login id making sure that you have the @nb.net which was added for our system upgrade in August 2005.

Try retyping your password.

Check to assure that the dial up number has not been changed in any way and that your computer is dialing the new number issued during our system upgrade in August 2005.

THEN Attempt to reconnect to localconnect. If you are able to connect, increase the volume of your modem while it is dialing, Please listen for any noise, such as static, air, voices, clicking or popping on your phone line as your modem dials.

If any noise is detected, please hang up and contact your telephone company to resolve this problem.

If no noise is detected, please disconnect all other devices using the same phone line and try again.

IF this corrects your problem, you will need to identify which device is causing a problem on your telephone line.

If this does not correct your problem, please check your telephone line wires into the computer and wall jack.

Try your connection again.

If you continue to have problems, call during office hours to speak with a Customer Service Representative.

Thank You.

EMAIL PROBLEMS USING localconnect WEBMAIL:

If your webmail login page will not open: The problem you are experiencing could be one of the following so, if you want, try one at a time or check/change them all and then try again.

Run any Anti-Virus, Anti-Spyware and Anti-Adware programs you may have or can obtain. If you need help with this, visit our (link to Internet Security section of page).

Go back to your web browser window and open your Tools menu and click on Internet Options. Find your cookie setting slide (either on Security or Privacy tab and lower your cookie setting to low) - click Apply to return to your web browser window and try to access webmail again or continue with these suggestions.

Click on the Advanced tab and scroll down through these settings looking to see that all the options with SSL are check marked - click Apply and return to your web browser window and try to access webmail again or continue with these suggestions.

Click on Security tab and click on Trusted Sites and depending on your web browser, you will want to add http://www.nb.net to your list of trusted sites - click Apply and return to your web browser and try to access webmail again.

Chances are one of these will take care of the problem but if it does not work the first time, please restart your computer and try again - If this does not solve the problem, call during office hours to speak with a Customer Service Representative.

If the login page will not accept your user name and/or password: Chances are that you are typing something incorrectly - Be sure that are typing your email address without the @nb.net and type your password slowly being sure that every character is correct ( make sure your caps lock is not on ). If you are still unable to access your email due to this problem, call during office hours to speak with a Customer Service Representative.

EMAIL PROBLEMS WITH OUTLOOK EXPRESS, OUTLOOK, etc.:

If your email program downloads the same emails over and over and then disconnects you from the server: this is a good indication that your email program is unable to download a particular email from our mail server due to it's size. To solve this problem, you must access your email directly from the localconnect web site.

Open your web browser
Type www.nb.net in the address line
Double click on webmail which will open the NBN login page
Type your email address and password and click Login
Once you have accessed your email, you will need to view, print, or save your emails and delete them from the server by placing a check mark in the box of each email by clicking in the box.
Click Delete
Click Refresh Folder List
Click on Purge next to the Trash folder (if you use it)
Click Sign Out

Try your email program again. If you continue to have problems, call during office hours to speak with a Customer Service Representative.

If your email program disconnects you after sending or receiving email in Outlook Express: You will need to see if the Hang Up after Sending Receiving option is selected in your email program. To locate this option, Click on Tools, then click on Options, then click on Connection. This option should not have a check mark in the box beside it. If it does, remove it, Click Apply. If it is not selected and you continue to have problems call during office hours to speak with a Customer Service Representative.

If your email program indicates there is a problem with your user name and/or password:

The first thing we would like you to do is notice the account name in the box that keeps coming up asking you for your password - if there is an @nb.net in the account name, that is the problem. Remove the @nb.net and try again. Retype your password, click Apply and try again.

If that is not successfull, then we would suggest Removing the email account and then Adding it right back in. You will not lose your email messages

You do not need to be on-line (connected to localconnect) to do this.

-open Outlook Express
-click Tools
-click Accounts
-click Mail
-click Remove (you will not lose emails or folders you have in there)
-click Yes
-click Add
-click Mail
-fill in account information:
        Display Name: your name
        Email Address: your email address
        Incoming and Outgoing Mail Servers: mail.nb.net
        Account name: your email address without the @nb.net
        Password: your email password
        Finish
        Close
-close Outlook Express
-connect to localconnect
-open Outlook Express
-try to send an email

You may need to close and reopen Outlook Express a few times and even restart your computer and try again. If you continue to have problems, call during office hours to speak with a Customer Service Representative.

If you are unable to Send Email: You will need to verify your server settings by clicking on Tools then Accounts, then Mail, then Properties, then Server Settings or Servers. Your incoming and outgoing server settings should be mail.nb.net and also make sure that there is a check mark in the box in front of My Server requires authentication. Click Apply, Ok and then Close.

Another possible reason for this is that your outbox.dbx files may have been corrupted. Below are instructions to find and delete these files so that new files can be made when using Outlook Express again. Please follow these instructions carefully:

Before starting: Close Outlook Express *** Note: You will lose any messages sitting in your Outbox ***

Windows XP:

-click Start button
-click Search
-click All files and folders
-type outbox.dbx in Type All or Part of the File Name box
-look in: local hard drive c:
-click Tools at the top of the search window
-click Folder Options
-click View
-click Show Hidden Files and Folders
-click Apply
-click Ok
-(if your version of Windows XP has it - click on More Advanced Options then click Search Hidden Files or Folders)
-click Search
-When search is completed, click on files named outbox.dbx and delete
-close search window
-reopen Outlook Express and try to send mail.

Windows ME:

-click Start button
-move cursor to Search
-click Files or Folders
-type outbox.dbx in Type All or Part of the File Name box -look in: local hard drive c:
-click Tools at the top of the search window
-click Folder Options
-click View
-click Show Hidden Files and Folders
-click Apply
-click Ok
-click Search Now
-When search is completed, click on files named outbox.dbx and delete
-close search window
-reopen Outlook Express and try to send mail.

Windows 2000:

-click Start button
-move cursor to Search
-click Files or Folders
-type outbox.dbx in Type All or Part of the File Name box
-look in: local hard drive c:
-click Tools at the top of the search window
-click Folder Options
-click View
-click Show Hidden Files and Folders
-click Apply
-click Ok
-click Search Now
-When search is completed, click on files named outbox.dbx and delete
-close search window
-reopen Outlook Express and try to send mail.

Windows 98: -click Start button
-move cursor to Find
-click on Files or Folders
-type outbox.dbx in Name box
-look in: local hard drive c:
-Click Find Now
-When search is completed, click on files named outbox.dbx and delete
-close search window
-reopen Outlook Express and try to send mail.

***Only do this process once and only delete the outbox.dbx file(s)***

You may need to close and reopen Outlook Express a few times and even restart your computer and try again. ***Note. Always remember, If Outlook Express does not work properly for you at any time, you can always send and receive your email using localconnect webmail at www.nb.net and click on Webmail. Click on the link for webmail instructions on the Helpdesk page.

NOT SUCCESSFUL?�We found that removing the mail account, deleting the .dbx files and then adding the email account back into Outlook Express provided a fix for some customers. Follow these instructions to do this:

You do not need to be on-line (connected to localconnect) to do this.

If you are unable to Send Email in Outlook Express and Use Windows 98: There could be a problem with your Outlook Express authentication function. You can either contact Microsoft at 1-800-642-7676 or click on the following link: MicrosoftUpdate and click Download to download this Internet Explorer Update. This will include files for Outlook Express. Once you have downloaded the updates, click on IE6.0 setup and Install the files. Restart your computer and try sending mail again. We have found this to be successful in correcting this problem. If you continue to have problems, please call during office hours to speak with a Customer Service Representative.

WEB BROWSER PROBLEMS:

Assuming you have found alternate access and found your way to this page, read the following suggestions.

If you are unable to open web pages:You will need to verify you have typed the correct web address in the address line of your web browser.

You may want to disable your firewall, as some firewalls are very aggressive and actually prevent you from accessing commonly visited web sites.

You may want to lower your cookie setting in your Internet Options. Go back to your web browser window and open your Tools menu and click on Internet Options. Find your cookie setting slide (either on Security or Privacy tab and lower your cookie setting to low ) - click Apply to return to your web browser window and try to access webmail again or continue with these suggestions.

If you make any of these changes, we recommend you restart your computer and try again.

Please note: If you have recently loaded any new software and/or service pack updates, we ask that you contact the software manufacturer to notify them of the change in your computer's performance, as they may be the cause of your current problems.

Important: We would also recommend that you scan your computer for viruses, spyware, and adware as this is a common problem that affects the performance of your computer's internet surfing capabilities. Please refer to our Internet Security section of page for further information.

INTERNET SECURITY:

We recommend that you download and install the following in the order that they are listed:

Anti-adware - Ad-Aware - www.lavasoft.com

(click on link to Obtain Latest Version of Ad-Aware at)

(this will take you to download.com where you can proceed with the download)

Download this program to the Desktop and when it is done, go to the desktop and click on the icon to open and proceed with installation. Once it is installed, open the program and begin a scan (this may take a long time if it is the first time you've ever run it) Once it is done, be sure to select all items and proceed to delete/quarantine. Restart your computer.

If you are downloading from the Internet, be sure to check for updates before running the scan.

If you were able to connect but were'nt able to open web pages so you are installing from a disk, once you've installed the files, connect and let it check for updates (this doesn't always require a web page to be displayed) Run the program and remove all found items. If it won't connect for updates then run the scan and try to update after removing any objects found.

Anti-spyware - Spybot Search & Destroy - www.download.com

(type spybot in the search window and press enter) (follow same directions as above)

Anti-spyware - Spysweeper - www.download.com

(type spysweeper in the search window and press enter)

(Spysweeper is a free trial) (follow same directions as above)

If you do not have any protection from viruses such as Norton, McAfee, etc., then we suggest:

Anti-virus - AVG - www.download.com

(type avg in the search window and press enter) (follow same directions as above)

Many free downloads can be found at download.com and pcworld.com many other resources can be found by searching on google.com

The above are our recommendations only. We are not affiliated in any way with these software companies. We have found they work effectively and are free for personal use. This software can be obtained by downloading from the Internet or by obtaining a CD from our Customer Support office for a nominal cost for material, shipping & handling to be installed from the CD. We have obtained permission to load this free software onto a disk for your convenience.