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Frequently Asked Questions (FAQ)

Email - Receiving
 Receive an error when checking email
 Cannot receive emails from a particular person
 Cannot receive Attachments
 Cannot open Attachments (Outlook Express)

Email - Sending
 Receive an error when sending email
 Cannot send emails to a particular person
 My emails are being returned

Connection Pops Up
 Computer trys to connect constantly
Dial-Up Connection Related
 Error 630-Not receiving a response from modem
 Error 678-Computer you are dialing not answering
 Error 680-There is no Dial Tone
 Error 690, 635, 645

Disconnects
 Server Side Disconnects - Timeouts
 Disconnected constantly in email
 Random Disconnects

Internet/Computer Speeds
 Slow Computer/Internet Speeds
 Get the most out of 56k/V.90/V.92 Connections

Have a topic you would like to see on the FAQ's page. Let us know.


I receive an error when checking for email:
Ensure that you have the correct username, password and mail server settings installed.
Email Setup Instructions.
If you have a Firewall program installed, temporarily disable it to see if it is the cause.
If you continue to have problems, give our support staff a call. Contact Support.

I cannot receive emails from a particular person:
Have you have received emails from other addresses? If not, check your email settings.
Email Setup Instructions.
Make sure that they are typing your email address exactly correct.
If you have activated Spam Blocker log-in and see if their messages are being blocked as Spam.
If an email is ever rejected a mailer return message will be sent to the sender. Find out if they are getting a returned email and what it might be saying. Contact Support with this information.
If you continue to have problems, give our support staff a call. Contact Support.

I cannot receive attachments:
If you are getting an email but the attachment is grayed out go to "Cannot open Attachments".
A single email with attachments cannot exceed 9MB in size or it will be rejected and the sender will get a return.
Each mailbox has a total storage limit of 9MB. No more messages will be accepted if a mailbox is over 9MB. The sender will get a return of "mailbox full" when this happens. You must remove the messages that are on the server before you can receive any more email.
If you continue to have problems, give our support staff a call.
Contact Support.

I cannot open Attachments (Outlook Express):
1. Open Outlook Express.
2. Go to Tools then Internet Options.
3. Click on the Security tab.
4. Uncheck "Do not allow attachments to be saved or opened that could be a virus".
5. Click OK and close the re-open Outlook Express.
This setting will block nearly all attachments from being opened. If you continue to have problems, give our support staff a call.
Contact Support.

I receive an error when sending email:
Ensure that you have the correct outgoing mail server setup.
Email Setup Instructions.
If you are not connecting to YHTI, but another ISP, you must use the outgoing mail server of that ISP.
If you have a Firewall program installed, temporarily disable it to see if it is the cause.
If you have an Antivirus program installed, temporarily disable it to see if it is the cause.
If you continue to have problems, give our support staff a call. Contact Support.

I cannot send emails to a particular person:
If you cannot send emails to any addresses, go to the "Receive an error when sending email" topic.
Make sure that you are typing their email address exactly correct.
Make sure to type out the address, do not use your address book, to make sure it is not an incorrect address book entry.
If an email is ever being rejected by our mail server or the receiving server, a return message will be sent back to your Inbox. Contact Support with this information.
If you continue to have problems, give our support staff a call.
Contact Support.

My emails are being returned:
If an email is being rejected by our mail server or the receiving server, a return message will be sent back to your Inbox. The return email should indicate, in the "Received From" section, what mail server is returning the email. There should be a section labeled similar to "Transcript as follows". Whatever statement follows this heading should be the explination of why the message was returned by the remote mail server. If you need assistance in translating a returned email, give our support staff a call.
Contact Support.

Error 630 - The computer is not receiving a response from the modem:
Shutdown and restart the computer and try again.
Check the properties of the dial up connection to ensure it has the correct modem driver selected.
Make sure that you have the correct modem driver installed on your computer.
Uninstall and Reninstall the modem driver.
If you continue to have problems, consult a computer technician or the manufacturer of your computer if the modem came pre-installed.

Error 678 - The computer you are dialing is not answering:
Check that the dial-up access number is correct. There shouldn't be an area code or any additional characters in the phone number field.
Access Numbers
Try dialing the access number with your handset to see if you hear the handshake, fax tones. If you do not receive the handshake, contact our support department with what you do hear. Contact Support
If you are getting the handshake, the error is happening because your computer and our modem rack are not understanding each other. This can be caused by line noise on your phone line, your using an incorrect modem driver or V.90/V.92 software on your modem is not workig correctly. It is suggested that you call our support staff to better troubleshoot your problems. Contact Support

Error 680 - There is No Dialtone:
Make sure that there is a dialtone on the phone cable you have plugged into your computer. Remove the cable and try plugging it into a spare phone to test the line.
Make sure you have the phone line plugged into the correct jack in the modem. The phone cable should be plugged into the jack labeled "Line", not the one that is labeled "Phone" or has a picture of a phone.
The modem may be damaged. If you do not have your phone line running through a surge supressor your modem can be damaged if there is a spike through the phone line.

Error 691, 635, 645:
You have inputed your Username or Password incorrectly. Make sure you do not use spaces or capital letters in either of these fields.
If you have forgotten your information or need assistance, you can call our support staff.
Contact Support

Server Side Disconnects - Timeouts:
There are only 2 disconnect (timeout) settings that YHTI maintains. These are the ONLY times that YHTI will initiate a disconnect. All ISP's maintain an idle and max timeout to protect lines from abuse.
Idle Timeout 30 Minutes - If there is no traffic occuring on your dial-up connection after 30 minutes the server will disconnect you. Any form of traffic would prevent the idle timeout from occuring; example, sending/receiving email, downloading, visiting web sites, etc.
Max. Timeout 5 Hours - After being connected for 5 hours strait the dial-up connection will be disconnected. This is unfortunately necessary to prevent abuse from people who automatically check for email every couple minutes, which causes traffic avoiding the idle timeout, and then leaving for extended periods of time, such as days or weeks.
Static IP connections are available for an additional fee. Static IP connections are not effected by timeouts.

I get Disconnected constantly in Outlook Express:
1. Open Outlook Express
2. Go to Tools then Options
3. Click on the Connections or Dialup Tab
4. Uncheck "Hang up after sending/receiving"
5. Click OK.
This option will cause frequent disconnects and has been known to be randomly checkmarked.

Disconnected at Random times:
Make sure you are not getting disconnected only when Outlook Express is open. If so, read the "Disconnected constantly in email" section.
Make sure it is not because of a timeout settings. Read the "Server Side Disconnects - Timeouts" section.
Random disconnects are most commonly caused by variances on local phone lines or the lines in route to the dial-up rack you connect to. If you are using an incorrect modem driver or if the V.90/V.92 software on your modem is not working correctly you can also encounter disconnect problems. It is suggested that you call our support staff to better troubleshoot a random disconnect issue.
Contact Support

Slow Computer/Internet Speeds:
There are several things that can cause an Internet connection to be slow. Spyware can eat up resources and make your connection and computer operate slower than normal. Spyware is a term for hidden and unwanted software that is commonly installed by downloads off of the Internet or through hitting YES at a prompt on a web site you are visiting. The good news is that there is an easy way to detect and remove Spyware. There are 2 popular free programs that you can use to get rid of Spyware, "Ad-Aware" and "Spybot Search and Destroy". If you are going to scan for Spyware we suggest that you use both programs to insure that nothing is missed. The following website has links to download both programs:
Download Spyware Removal Programs Here
If you would like additional information regarding the causes of slow Internet connection speeds, feel free to contact our support department. Contact Support

My Computer trys to connect constantly or when I am away:
A Windows computer will attempt to connect any time a program asks for an Internet connection. This is handy for when you open Internet Explorer your computer knows to ask or start connecting automatically. This can be bad if something unknown is wanting to be online. If there are any programs on your computer that want to connect, your computer will attempt to bring up the "connect to" window or connect automatically when you are not wanting it to. Programs like "Weather Bug" will look for updates through the Internet and cause your computer to want to dial frequently. Hidden programs also may be installed on your computer. Spyware is the term for hidden or unwanted software. Spyware is commonly installed through downloads off of the Internet or through hitting YES at a prompt on a web site you visit. Spyware can eat up resources and make your connection and computer operate slower than normal. The good news is that there is an easy way to detect and remove Spyware. There are 2 popular free programs that you can use to get rid of Spyware, "Ad-Aware" and "Spybot Search and Destroy". If you are going to scan for Spyware we suggest that you use both programs to insure that nothing is missed. The following website has links to download both programs:
Download Spyware Removal Programs Here
If you would like additional information, feel free to contact our support department. Contact Support


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