Q. Why do I get "illegal operations" message, when I check my e-mail?
A. Sometimes, the "inbox" in mail program becomes corrupted. When you check your mail, the inbox files need to be working properly to accept the new messages. To fix this problem, in most cases, all you need to do is delete the inbox and let the program recreate it as needed. To do this in Windows95, you can go to [start] [find files or folders] and type, "inbox". For Netscape Mail, you will need to highlight and delete the file "inbox" and the file "inbox.snm". For Internet Mail, you will need to highlight and delete the files "inbox.idx" and "inbox.mbx". For these and other mail programs you can also go to the File Manager in Windows 3.1 or the Windows Explorer in Win95 and follow the path to your mail program and delete the inbox from there. (Click the hard drive, then look for the program's folder (Netscape, etc…) and double-click it and then look for the mail folder and highlight and delete the inbox.) This solution will also delete the messages currently stored in the inbox, but will, in most cases correct the problem.

Q. How do I view an attachment in my e-mail?
A. If you are using a Microsoft product, such as Internet Mail or Outlook Express, you double click on the "paper clip" in the message list and it will open the attachment. If you are using a Netscape product, such as Netscape Mail or Communicator, you go to the bottom of the message and click on the "link" to the attachment.

Q. When I try to connect, why do I get a message telling me to recheck
my password?
A. Make sure that you type only your login name and not your whole e-mail address in the "user name" field on the connection screen. Also make sure that it is typed exactly as it should be. The servers are case and spelling sensitive. Sometimes, it is the dialer that needs to be replaced with a new file, but try to reboot the computer first and then check the user name and password.

Q. Why doesn't my Netscape/Internet Explorer browse?
A. Be sure that you are connected. Sometimes a connection is dropped, but the computer doesn't "tell" you. If you are using Windows95, you can click the start button and then run. Type "netstat -r" to find out if you are connected and how far the connection reaches (the router? The server? Etc…) If the DOS window opens but no numbers other than zero appear, you are not connected. Windows 3.1 can also do this by clicking on the MS-DOS prompt and typing the same thing. If you are connected, have you cleared your cache/temporary internet files lately? In Netscape, you can go to options and then network and press the "clear memory" cache now and clear disk cache now. In Internet Explorer, you can go to view then options and clear temporary internet files on the general tab.

Q. Why do I keep getting dropped/disconnected while connected?
A. Do you have call waiting? Have you been idle (not loading a page or sending an e-mail or making a file transfer) through the server for more than just a few minutes? Is there any disturbance on the phone line? Did you get an error of illegal operation while you were connected? Are you using a 56K modem that is in conflict with the modem of your Internet Service Provider? Please check for these factors as they generally cause line drops.

Q. Why does my mail program tell me that I am receiving message 1 of messages but I don't get any mail?
A. When there is a message that is too large to be retrieved from the server, it acts as a cork of sorts, clogging up the mail box. Your computer is "told" that there are messages, but is unable to download them. If a message is too large to retrieve, it can be deleted on request by our technical support staff.

Q. I uploaded my html files for my web page but I don't see any of it at my web address. Where is it?
A. If you had no errors while uploading your files, but you see no evidence of it on your site, make sure that your files are inside your html directory, and not just in your home directory. The web browsers are looking only for the information inside your html directory, and no where else. Also, make sure that you have your index.html files included in your files that you upload. This is your first page and determines what is seen on your page.

Q. I have a 56K modem, but I never get 56K connection. why?
A. There are many factors that determine the speed of connection you get on the internet. Line noise/disturbance, distance from connecting modem, traffic on the lines, and other conflicts can slow down the potential connection speed. There are many published modem strings that can streamline a signal and possibly increase connection rate. They are specific to the modem's manufacturer and models. The related documentation is available on web.

Q. Is one browser any better than another?
A. In some cases, it just seems that one browser is more compatible with an individual's computer, but it really is a matter of opinion and there is no specific recommendations in this regard.

Q. I get connected, but when I open my browser it can't find a DNS entry for the site why ?
A. A number of things can cause this. First, make sure that you give valid site address. Try typing another address or surfing from a search engine. If you aren't able to view a page or also have a "not able to make a socket connection" message, you may have multiple winsock files. In Windows95, click your start button and then find-files or folders. Search for winsock. If you have any winsock.dll files other than a 42kb file in the windows\system directory and/or a 42kb file in the windows\system\backup directory, you may be losing your socket/internet connection. In Windows 3.1, you can click File and then search for winsock.*.* . If you do not have a winsock.dll file in the directory with your browser/dialer, or have more than one winsock.dll file, you may be losing your connection. You can rename extra winsock.dll files to winsock.old to try to correct the problem. If you have no winsock errors, try clearing up your cache/temporary internet files. If your DNS entries are correct in your connection properties (and network properties in Win95) and you still are not able to browse, then you may have lost your connection due to modem incompatibility, corrupt files in your browser, traffic on the net, or problems outside of your control on the net. Further investigation may be needed. Remember, our technical support staff is always ready to assist you in solving your internet connection problem.

Q. How can I view my mail from Xcess if I am out of the country?
A. We offer Xcess Web Mail for you. Now you can access your email from anywhere in the world by just clicking Xcess Web Mail at our home page.

Q. I changed my password but now I don't remember it. What should I do?
A. You can get your password changed by visiting our main office or making a call at help line 111-78-78-78. You just have to give us your Pin Code or your N.I.D number for authentication. We issue the new password and Pin Code immediately.

Q. How can I check the hours left in my account?
A. Click on the Account Information link on the home page. It will take you to the Account Information page where you can view your time left and usage detail by entering you login and password.

Q. How can I change my account password?
A. To change your login password, click on the link saying " Password" on the Home Page. There give your login, old password and new password, Then click on "Submit" Button to change password.

Q. How can I change my e-mail password?
A. To change your email password:
Click on the link saying " Email Password" on the Home Page.
A telnet session will automatically start.
Enter login and password.
Select the change password option.
Enter Old Password.
Enter New Password.
Confirm New Password.
Then enter Quit to log out of Telnet.
Your email password has been changed.