SLEEK
COMMUNICATIONS, INC.
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SLEEK
COMMUNICATIONS, INC. |
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Home | Local Weather | Check Email | Technical Support | Services | Pagers | Notices | Contact Us |
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We offer 24 hour 7 days a week technical support. If you experience internet problems after our regular hours you can call 833-4729 and leave a voice mail and your call will be returned within 30 minutes!
If you call technical support do not attempt to connect or connect to the internet while awaiting us to return your call. We will only attempt to return your call two times. If we get a busy signal or no answer it will be necessary for you to reopen a technical support call.
Sleekcom.com working hard to provide you the best and fastest Internet Service available!
Sleekcom.com Technical Support is for INTERNET related problems only. If you are having other problems with your computer it will be necessary for you to bring it in to our REPAIR department for assessment and repair. Our repair department is open Monday through Friday from 9:00 am until 5:30 pm. In most cases it will be necessary for you to leave your computer with us. We do not offer “while you wait” service on most repairs.
The following is a list of common items that
are and are not covered by Sleekcom.com Technical Support.
This section also deals with common problems and solutions on a more
specific basis. It is recommended
you read this entire section before calling Sleekcom Technical Support.
Your specific problem and a step-by-step resolution may be described
which will save you time in getting back up and surfing the web.
1.
Items
covered by Sleekcom.com Technical Support
a.)
Inability
to connect to Sleekcom.com Servers AFTER the modem dial-up process
b.)
Inability
to display web pages in your browser AFTER you modem has dialed up and verified
your user name and password.
c.)
Chronic
or constant unexpected disconnects after you have dialed up and verified user
name and password.
d.)
Inability
to send and receive email when a specific error message is displayed when
connecting to the Sleekcom.com mail servers.
2.
Items NOT
covered by Sleekcom.com Technical Support
a.)
Computer
will not boot up
b.)
You
receive an error message similar to: This
program has performed an illegal operation and will be shut down.
If the problem persists contact the program vendor.
c.)
Your
computer is infected with a virus, even if it is an email virus.
Sleekcom only delivers emails as they are sent; we are not responsible
for what happens after you get the message.
d.)
Error
680: There is no dial tone.
Make sure your modem is connected to the phone line properly.
e.)
Any other
problem with your computer not related to items listed in section 1 a – d.
f.)
Technical
support does not provide instructions in use of your programs, email or the
Internet.
3.
Before
calling technical support there are several basic things you can do to
assess and resolve your problem.
a)
From time
to time certain programs and devices in your computer will get “hung up” and
need to be reset. In a lot of
instances this will solve your problem and get you up and surfing with no
assistance. To reset your computer
do the following: Click on START,
SHUT DOWN. Choose the SHUT DOWN
option and power you computer off. Allow
it to remain off for 15 to 20 seconds then power on again. This will reset all the programs and devices in your
computer. DO NOT select RESTART.
This will not clear all information that may be retained in memory or
devices which my not be functioning properly.
If this solves your problem stop here, if not continue to step b.
b)
Make sure
you computer is connected to your phone line properly.
Follow the manufacturers direction for attaching your computer to your
telephone jack. Or outlet. Always
test the jack with a known working telephone set to be sure it has dial tone.
If there is no dial tone when you plug a telephone set into the jack your
computer telephone line plugs into you cannot connect to Sleekcom.com.
If there is no dial tone this is a wiring or TELCO problem and Technical
Support will not be able to assist in solving the problem.
If you have dial tone proceed to step c.
c)
Remove
any devices that may be connected between your computer and the phone jack.
You should NEVER have fax machines, caller ID devices, extension
telephone set, etc. between your
computer and your phone jack. It is
permissible and recommended to have a surge protector between your computer and
the jack. If you are having trouble
temporarily bypass your surge protector and plug your computer directly into
your phone jack. If your modem is
equipped for an extension telephone set you should also unplug it from your
modem. If your problem persists,
proceed to step d.
d)
Plug a
working telephone set into your jack and make a telephone call.
If you hear static, clicking or other abnormal noises on the phone line
the problem is with your wiring or with cable between you and the TELCO central
office. Although not a conclusive
test, this is an obvious test. Your
modem can be affected by problems with wiring and TELCO problems that are
indistinguishable to the human ear, however if you can hear the problem your
modem can too. Sleekcom Technical Support cannot assist or resolve wiring or
TELCO problems.
e)
If you
have two phone lines (two different phone numbers) in your home transfer your
computer to your other phone line and see if the problem persist.
If the problem is corrected it is a wiring or TELCO problem on the
original line you were using for you computer.
If your problems still persist, continue to section 2.
This section will deal with specific problems and resolutions to them.
4. If you have followed all the steps in 3 and your problem persist, the following is a list of Frequently Asked Questions and the resolutions.
Problem:
Either
your user name or password is incorrect or your account could not be accessed.
For troubleshooting information, click Help.
Error
691 the computer you’re dialing cannot establish a dial up connection.
Check your password and try again.
Solution:
Make
sure you have your user name and password typed EXACTLY as you selected it on
your Sleekcom.com application. Make
sure it is typed in ALL LOWER CASE. A
common error is to have a space at the end of your user name or password.
Delete everything in both the user name and password field and retype it,
making sure there are no spaces at the end of either.
Problem:
My modem dials up but I get the message:
The computer you are dialing is not answering.
Try again later.
Solution:
Check
to be sure you have the phone number entered correctly and your computer is NOT
dialing the area code + the number. Normally
your computer will display the phone number it is dialing in the dial-up
connection box after you press the connect button.
If the area code and the number appear your computer is dialing the area
code then the number. This will cause your call to not be completed.
Open MY COMPUTER DIAL-UP NETWORKING then RIGHT click on the Sleekcom.com icon,
LEFT click on properties. If you
typed in the area code and phone number remove the area code.
Uncheck the option “Use area code and dialing properties”.
It
can also be that your computer is dialing the number correctly but there is no
communications between your computer and the Sleekcom servers.
First, check that your phone line is working properly and the Sleekcom
servers are answering. If all the lines coming into the Sleekcom servers are busy it
will sometimes cause you to get this error.
BellSouth has a recording on the line when you dial a number that is busy
that tells you “the number you are dialing is busy…..”.
Your modem can’t “hear” the busy signal because of the recording.
You can check this easily by dialing the Sleekcom server number from a
regular telephone. If you hear
tones the line is not busy and the Sleekcom servers are answering.
Try shutting down your computer and turning the power off.
Wait 15 – 20 seconds and turn it back on.
If you still encounter the problem call Sleekcom Tech Support.
On
certain brands of computers, especially Hewlett Packard and Compaq, there is
also a known issue with the Rockwell chipset modems. This problem occurs under certain conditions when the quality
of your phone line or certain Telco equipment on your phone line between you and
the Telco central office causes a less than perfect connection.
Call Sleekcom.com technical support for assistance with the solution to
this problem.
Problem:
My modem dials up but I get the error message:
The computer you are dialing into could not establish a compatible set of
network protocols.
Solution:
Open
my computer, dialup networking. Right
click on the Sleekcom.com icon and left click on properties.
Click on the Server Types tab. Under
allowed network protocols make sure TCP/IP is checked and nothing else.
Problem:
Every time I check my email I get disconnected.
Solution:
Open
Outlook Express. Click on the TOOLS
then in the drop down menu OPTIONS. In
the options screen, click the CONNECTION tab.
Locate and uncheck the option Disconnect after sending and receiving.
Problem:
A
screen appears while I am connected to the Internet telling me I am about to be
disconnected from Sleekcom.com with the options disconnect or stay connected.
Solution:
If
you are using a Sleekcom dialer, icon with the Sleekcom Logo from your desktop,
right click the icon and left click on properties. Select the options tab.
Set Idle time before disconnecting to NEVER.
If you are not using a Sleekcom.com icon, open the control panel and select modems. Click on the properties button then the connection tab. Uncheck the Disconnect a call if idle for more than OR set the time to a higher value.
Problem:
While browsing the web my computer unexpectedly disconnects.
Solution:
Disconnects are the ONE biggest problems faced by dial-up users and ISP's. No matter how good your computer of how good your ISP equipment is, this can be a problem because there are so many factors involved in making up a dial up connection. Most often chronic disconnects are cause by problems between your location and your telephone company central office.
However, before you determine the problem is with your telco lines and place a repair call to them there are several steps to take to ensure the problem is with the telco. Not only may this save you time but also frustration in dealing with a repair call to the telco. In most cases if you do not provide them with information you have already attempted to isolate the problem, they will simply tell you there is nothing wrong with your phone line and you will still be stuck with your problem, only to have to perform the test and place another repair call.
The following is a list of things to try before placing a repair call to your telephone company:
Check your phone line for audible static or hum. Place a call to a friend or relative from the phone line your computer uses. If you hear either static or hum anytime during the dialing or conversation the problem is usually in the phone lines and a repair call is necessary to the telco. However, no static or hum on the line is not a sign the problem is not with your phone lines. Because your modem operates at higher speeds and moves signal digitally across the lines it can "hear" things the human ear can't.
Make sure you do not have too many programs open at once. If you have several programs open you may be too low on resources to browse the web.
Make sure you are not opening too many programs
If you have two lines at your location switch lines with your computer and try dialing up. If the problem is resolved when using the other line a repair call is necessary to the telco for the original line.
Take your computer to a different location and try dialing up. If the problem is resolved a repair call is necessary to your telco for the line at your location.
Delete and re-install your Sleekcom dial up connection.
From your Desktop open My Computer and Dial-Up Networking
Locate the dial up connection you use for Sleekcom.com, right click on it and left click on delete
Answer Yes to confirm Delete
Re-start the computer
Open My Computer and Dial Up Networking again
Click on Make New Connection
Replace My Connection with Sleekcom.com for the connection name
Click Next and enter the appropriate phone number, 833-9876 for Brookhaven Customers, 587-5637 or 587-8141 For Monticello Customers. Omit the area code!
Click on Next then Finish to complete making the new connection. You will see a Sleekcom.com Icon appear in your dial up networking window
Right click on the Sleekcom icon and left click on Properties
Un-check the option to use Area Code and Dialing Properties
Click on the Server Types tab at the top of the page and uncheck Log On To Network, NetBEUI, and IPX/SPX Protocol
Click on Okay to close the properties window and save the settings
You will have to re-enter your user name and password the first time you connect after making a new dial up connection
I Can Connect To Sleekcom But When My Browser Won't Display Any Web Pages
Problem:
I can connect to Sleekcom just fine but when my browser opens it give me
a message Page cannot be displayed.
Solution:
First try typing a different URL (web page address) in your address bar. Always try something like http://www.yahoo.com or http://www.nbc.com. Both these sites are usually reliable. If the site opens try clicking on some of the links on the page. If this works properly chances are the server that host the site you have set for your home page is temporarily down. This usually will correct itself within a short period of time. You can always visit other web sites by typing in a valid address in your address bar. If no sites will display, no matter if you type the address correctly, then in Internet Explorer (Ver. 5.0 and higher) click on TOOLS and Internet Options from the drop down menu. Click on the connections tab. Locate the option Always dial my default connection. If it is not selected select it and click OK. If it is already selected call Sleekcom Tech Support
Problem:
When
I attempt to send email I get a box to enter my user name and password.
No matter how I enter it the box keeps coming up.
Solution:
Check your email settings and be sure you have entered the information for your account properly. Open Outlook Express. Click on TOOLS then ACCOUNTS from the drop down menu. Click on the mail tab. Locate the account for your Sleekcom.com email (usually named mail.sleekcom.com). Click on properties and check to be sure you have all information entered properly. If you are using DOMAIN SPECIFIC email such as youremailaddress@anet2.com or another mail server hosted by Sleekcom.com your ACCOUNT NAME MUST be the same as your email address. Make sure you have the mail servers correct. If your email address is something@sleekcom.com the incoming and outgoing mail servers are mail.sleekcom.com. If your email address is something@anet2.com the incoming and outgoing mail servers are mail.anet2.com
Problem:
When
I check my email using Outlook Express I get an error message saying the server
mail.sleekcom.com could not be found…
Solution:
If your email has been working properly and this error suddenly appears try turning your computer off and back on. If this fails, follow the same solution as above making sure your incoming and outgoing mail server is entered as mail.sleekcom.com. If the error indicates any server other than mail.sleekcom.com or mail.anet2.com. Make sure you have removed any old email accounts from your computer.
Problem:
When
I check my email I get an error message The message could not be sent because
one of the recipients was rejected by the server. The rejected e-mail address
was 'email address you are sending to'. Subject 'subject line', Account: 'mail.sleekcom.com',
Server: 'mail.sleekcom.com', Protocol: SMTP, Server Response: '550 not local
host domain you are sending to, not a gateway', Port: 25, Secure(SSL): No,
Server Error: 550, Error Number: 0x800CCC79
Solution:
You have either entered you email address incorrectly in your email setup or you are trying to use another account such as hotmail or yahoo mail to send mail using the Sleekcom server. Many email services will tell you to use the Sleekcom.com server as your outgoing email server. Because of security settings to prevent spamming of our servers this is not possible. If you have a domain for your business and host it with Sleekcom, contact our technical support for instructions on how to set up your domain email. If you have an account through your college or non-Sleekcom hosted domain, contact Technical Support for permissions to use this account with the Sleekcom server. Sleekcom does not permit using our SMTP server for Hotmail, Yahoo Mail, MSN Mail or other free email services. You must use either their SMTP server or their web site to manage email
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