|This page contains answers to common questions handled by our support staff, along with some tips and tricks that we have found useful and presented here as questions.
Our systems are absolutely compatible with all levels of Internet access. Regardless of whether your machine is a Mac, an IBM compatible or an Amiga, and whether you are using Win'98, Win'95, Win XP, UNIX or whatever, our systems can support your connection as long as you have the necessary software. As well, all of our lines support full 56K V.90 & V.92 Connections.
Our primary priority is to support your Internet access. Please remember that if you pay for third party software, you are entitled to support from the software producer. If the software producer doesn't provide adequate support for their product, ask for a refund. Similarly, if you are using shareware, most shareware producers offer technical support only after you purchase of their product; however, they sometimes offer support to get you up and running with a sample of their product.
We generally assume that customers understand their hardware configurations, operating systems and operating environments to the extent that they are able to determine whether their software choices are compatible with their current systems and their level of technological proficiency. If that doesn't describe your situation, don't worry: SureNet has many services designed to get you up and running as soon as possible. We offer In-House Internet setups free of charge. For more information, or to book an appointment, please
Why isn't my starting page SureNet?
How do I specify my start page?
If you're using Windows in conjunction with Microsoft Internet Explorer that was already installed on your computer prior to signing up with SureNet, the start page is probably set to go to microsoft.com or msn.com or something similar. To select start.surenet.net in the address bar and click on the link at the top of the page entitled “Make this my Homepage”. Follow the instructions.
Follow these instructions in order to specify a start page:
- With Internet Explorer open, click on the Tools menu and choose Internet Options from the list.
- Make sure you are in the general tab.
- Where it shows the homepage address, replace it with http://start.surenet.net or any other address you'd like to begin your web surfing journey at. We recommend visiting our home page regularly in order to stay informed of recent or upcoming changes.
How do I save images from the net?
To save GIF and JPEG images to disk, click the image with the "right" button of your mouse. From the Pop-up box, select "Save this image as". You can then enter the path where you want to save the image.
Follow the above directions, but instead of using the "right" button hold down the mouse button while the pointer is over the image. Choose "Save as..." from the Pop-Up box and then go to the location where you wish to save the image.
What is the "illegal operation" error message? What do I do if I get one?
An "illegal operation" error will generally (but not always) occur when two programs try to use the same resources on your computer at the same time; a regularly occurring illegal operation error is a good indication that your software was incorrectly installed, and may need to be reinstalled. A sporadic error is harder to track down. The numbers that appear below the dialog box are the locations in the program that the problem occurred, but even Microsoft Technicians don't always know what they mean.
If you get an illegal operation error message, shut down the program in which the problem occurred, and restart your computer as soon as possible. That should solve the problem.
I can't connect - some quick checks to try BEFORE calling Tech Support
- Ensure phone cord is plugged into both the phone jack and modem
- Verify system is dialing the proper number
- Verify Call waiting is disabled.
- Turn off CAPS LOCK...
- Double-check Username and Password:
- Username is
- contains no spaces or special characters (-,*,&,/,;,etc)
- does not end in @surenet.net
- matches the signup information.
- Password is
- contains no spaces or punctuation
- matches signup information
- Re-enter username, password in lowercase
- If all else fails reboot your computer and try again.
Why is the save password box greyed out?
There are many reasons for this to be greyed out. If you ask 50 tech's you will likely get 40 different answers. One good place to start is to make sure you have Client for Microsoft Networks installed. If you do and still cannot save the password try adding an additional user to windows. The answer most often lies within the network window. Your other option is to download SureNet Dialer. This will alow you to save your password.
What is the difference between my login name and my email address?
Your login name is your unique identifier on our system. Only one person can have a particular login name on our system. In other words there can not be two users on our system using the same login name. Your email address consist of your
What is my password?
Your password was also chosen when you opened your account with SureNet. It must accompany your username when attempting to login to our server to verify that you are the person authorized to use this account. If you cannot locate this or have forgotten your password, we cannot release that information to you over the phone without first verifying that you are in fact that you are the person who has access to this account.
Can I change my password?
You can change your password by calling us at (705) 788-SURE. For security reasons, we currently do not allow online password changes
Is my username case-sensitive? Is my password case-sensitive?
Yes and Yes. When establishing a connection with SureNet your username must be entered in all lower case letters with no spaces and
not ending in @surenet.net. We require all usernames and passwords to me 3 to 16 characters
Can someone else use my username/password at the same time I am?
No. This is called a double login. When this occurs, we will reset both connections with in 60 seconds. You are responsible for keeping your password unavailable to others. If we log your account as a double login, we will email you shortly requesting you to change your password. If we do not receive your password change request with in a reasonable period of time (5 days), we may change your password on your behalf, thus you would be required to contact our accounting department. If double logins persist after numerous password changes, we reserve the right to charge a fee of $10.00 plus applicable taxes per double login. If double logins still persist, we may terminate your account with no refund issued.
What does Point-to-Point Protocol (PPP) mean?
PPP is an industry standard that is part of a Windows Dial-Up Networking to ensure
inter operability with remote access software from other vendors. It allows you to use the IPX, TCP/IP, and NetBEUI protocols over a standard telephone line connection.
What does DNS mean?
DNS is a static, hierarchical name service for TCP/IP hosts. A DNS server maintains a database for resolving host names and IP addresses, allowing users of computers configured to query the DNS to specify remote computers by host names rather than IP addresses. DNS domains should not be confused with Windows NT networking domains. Our DNS is automatically assigned to you during your Internet session
What does FTP mean?
FTP stands for File Transfer Protocol and in very basic terms it allows you to copy a file from any location on the Internet anywhere in the world and then bring it to your machine or vice versa. To learn more about FTP, please visit Upload Webpages from our Support Section
What is my web address or URL?
Your home page address is http://www.surenet.net/~username.
If your username was sysop, your URL would be http://www.surenet.net/~sysop
If you have your own Domain Name, your web address is www.your domain name.com,.org,.ca,on.ca,etc...
How do I log off?
Proper Log-Off Procedures
It is VERY important that you logout properly each time you are connected to the Internet.
When you are ready to log off:
Click on the Windows 95 Task bar on the Connected to.... icon. This will bring up your connection window and will display your connection stats. Click on Disconnect when you are ready to disconnect.
Windows 95/98/NT/XP Dialer
When you are ready to log off:
Double click on SureNet logo from your system tray (beside the clock) and press Disconnect
For DSL and Cable connections, simply close your Internet Browser or mail client.
I still cannot connect. What do I need to have before calling tech support?
In order for our technicians to effectively assist you please have the following ready before calling:
- Write down the exact error messages you encounter.
- Have the computer turned on and no programs running.
- Have the phone next to the computer.
- Have your system software out and available
What are cookies.
The innocently named "cookie" is the software behind the privacy controversy. Cookies are small text files placed on your hard drive when you visit a Web site. They contain information about you so that when you return to a Web site, the images and information can be tailored to your preferences. Only the information that you provide, or the choices you make while visiting a Web site, can be stored in a cookie. What frightens people is that cookies are set on your drive, and information is gathered, stored and exchanged without you being aware it's happening.
Click here to learn more about Cookies
What are the configurations for my SMTP, NNTP, POP, etc?
Home Page URL: http://www.surenet.net/
POP Account: YOUR LOGIN NAME
Mail (SMTP) Server: mail.surenet.net
Mail (POP) Server: mail.surenet.net
Domain Name Server: surenet.net
WWW Server: http://www.surenet.net/
FTP Server: ftp://ftp.surenet.net
How big can an email file attachment be?
Email file attachments should not exceed 8mb in size. Although files can be attached and transferred via email, files exceeding 200K generally will cause problems upon download with a dialup connection. A 10mb file will take several minutes to download even on high speed service.
How can I keep MS Outlook Express from dropping my connection every time I close it?
If every time you close MS Outlook Express it drops the dial-up connection to SureNet, even when you have other connections active, such as Internet Explorer or ICQ running. In order to prevent this from occurring you'll need to un-check the box "Hang up after send and recieve". It's maybe displayed in the send and receive status bar, or under options in the tools menu.
My modem is being used by another Dial-Up Networking connection or another program. How do I correct this?
Close all other communication programs. Which includes: fax software, “operator” programs, and Call minder programs that may be using the modem's COM port. You can view which programs are currently running on your computer by holding down the Alt key and then pushing the Tab key on your computer keyboard. You can also end/close these programs by pushing Ctrl+Alt+Delete to bring up “Close Program,” select the item you want closed and press end task. It may be a good idea to re-boot your computer.
My computer disconnects from the Internet at random times soon after I connect. What is happening?
This problem is commonly caused by an analog phone line. Some lines are inherently "noisy." You may not notice it on the telephone with someone, but the computer is very sensitive to any modulation in the line signal. There are some steps to prevent this from happening. This is recommended only if you are have problems maintaining a connection to the Internet for an extended period of time.
Dropped connections can occur when there is a sharp decrease in line quality during a call. V.34 modems will switch to rates as low as 4800 bps to compensate for these changes. If the loss of quality is extremely severe, they will drop SureNet.
First determine if the disconnects are random, occurring at regular intervals, or during specific operations. Listed below are some reasons your modem may disconnect unexpectedly:
You may disconnect you if there is no activity for 15 or 20 minutes. The length of time is different depending on the your settings. In Internet Explorer there is a setting under "internet properties" on the "connection" tab. There is also a setting in the Netscape Dialup Kit that allows you to disconnect after "a certain number of" minutes of inactivity. Check you dialup configuration page for more information.
If you have Call Waiting, receiving a call while you are currently connected may result in the modem disconnecting. For this reason, if you have Call Waiting on your phone line you should disable it while you're online. This is done by dialing a disable code before the phone number you dial to go online (eg: *70 (715) 873-1234). The Call Waiting disable code is usually either *70 or 70# depending on your phone service. Check with your local phone company for the correct code.
If your modem is unable to maintain an adequate quality of connection with your POP, it may terminate SureNet.
When you connect to SureNet you are using dial-up networking (Win95),
FreePPP(Mac), or a winsock(Win3.x). This software, like any other, may conflict with other software or system extensions running on your computer. The solution, in such a case, is to isolate the conflict and eliminate it. The most likely candidates for a conflict are other communications applications and system extensions.
Dropped V.FC Connections
V.FC connections can only switch rates down to 14,400 bps. If you connect using V.FC and line quality drops below that allowable for a 14,400 connection, the modem will disconnect. If this occurs frequently for a particular call, you will want to disable V.FC before calling that modem again. A different modulation protocol(v.32bis, for example) will be established and will allow the modems to switch to lower bit rates as line quality warrants. If you want to disable V.FC, and your modem has S-Registers in the thirties, send the modem ATS32.1=1. If your modem has S-Registers that go into the fifties, send the modem ATS56.7=1.
Remember to return the modem to it's original configuration after the call is completed by resetting ATS32=2 or ATS56=0 depending on the model you have as stated above.
Some V.FC modems make by other manufacturers do not support rate switching. These connections are more likely to drop. For these calls, you can force a lower connect speed by locking the modem to a lower link rate via the &N command, or disable V.FC by entering ATS32.1=1
or ATS56=128. Remember to reset the modem or return it to its original configuration after the call is completed(AT&N0 or ATS32=2/ATS56=0).
What is Spyware?
Spyware is software that is secretly loaded onto your computer and is malicious in nature. To control it, you will need to install some Anti-spyware programming from a reliable source. Click here to learn more about Spyware. http://www.stopspamhere.ca/spyware-e.html
I am getting a lot of junk email, why?
SPAM or junk email is nearly 90% of all mail traffic. Once someone has your email address and adds it to a list, it is distributed to SPAMMERs who send out junk email.
Click here to learn how to control the amount of SPAM sent to you: http://www.stopspamhere.ca/spam-e.html
SureNet has a free SPAM blocker…click here to learn more:
SureNet Spam Blocker