Dialup Accelerator
Troubleshooting & Error Messages
General Issues | Email problems | Mac-specific issues
Error Messages when: Starting | Connecting | Using
General Issues when Using the Accelerator
1. Why does my downstream “Bandwidth Savings Ratio” appear to go below 1.0? [Windows]
Accelerating your bandwidth channel incurs a small amount of transmission overhead. In most cases, this overhead is negligible when compared to the actual bandwidth savings provided by the Dialup Accelerator.
However, strange interactions between Internet Explorer and certain plugins (such as the old versions of the Adobe Acrobat Reader plugin) may cause documents to be unnecessarily downloaded twice. It is important to note that this type of behavior occurs regardless of whether the Dialup Accelerator is used. The Accelerator is merely showing the download statistics in these situations.
2. Why do some Java-applets (such as certain games on www.pogo.com) not work? [Windows/Mac]
Older versions of the Java Runtime Environment (JRE) cannot display certain image types (such as 'PNG'). To fix this problem, simply set your image slider to the maximum quality level or upgrade to the newest JRE.
3. I'm having trouble with iTunes Music Store, other music/video download sites, or loading a specific website. What should I do?[Windows/Mac]
The website may be incompatible with the Popup-blocker component, or the Accelerator itself.
Windows:
A. Disable “Block Floating Flash-ads” in the Accelerator's 'Popup-Blocker' settings. Click here for instructions
B. If ‘A’ does not resolve the problem, add the website to the popup-blocker white list. Click here for instructions.
Windows/Macs:
C. Try adding the site to the Accelerator's Proxy Exclusion List. Click here for instructions on completing this operation.
4. After installing the Dialup Accelerator, I received a message saying Email Acceleration is disabled. Why did that happen? [Windows]
The installer detected software that may conflict with Email Acceleration. It was determined that the safest way to proceed was to not install the SoVerNet Email Accelerator. Also check the Email troubleshooting section.
5. I can't right-click on an image to get the “Original Image” [Windows/Mac]
Some web sites disable the right-click using javascript. On other sites, the image in question may be a background image. To see the full quality image, change the image slider to “Full Quality” and press Ctrl-Refresh in Internet Explorer (Macs: refresh the Safari window).
6. After the Accelerator is installed, all network access from the machine is lost. All applications that access the Internet return errors, and even “ping” and “tracert” do not work. [Windows]
This can happen if the LSP (Layered Service Provider) chain is broken, or if a conflicting LSP is installed after the Accelerator client. Contact Support for assistance. Email support@sover.net or call (877) 877-2120.
7. IE/Netscape does not detect the proxy change when the Accelerator is disabled or not running; it is still set to use a proxy.
You need to manually remove the proxy settings:
8. The Accelerator is turned off, but now my browser can't go anywhere! [Windows/Mac]
The browser did not released its proxy settings when the Accelerator was disabled. See #7 above, as the solution is the same: locate and uncheck the “use web proxy” box.
9. Accelerator isn't working with Netscape/Mozilla [Windows]
The Accelerator supports Mozilla and Netscape 6.x and 7.x. Problems can occur if there are multiple versions of Netscape/Mozilla installed on the computer. If you do not have multiple versions on your machine, or if you remove them and the problem persists, call Support (877) 877-2120 or email support@sover.net
EMAIL ISSUES
1. A dialog appears when the Accelerator client starts, warning that another application is using port 25 or port 110
Email acceleration consists of two components working in tandem:
The warning message that appears is complaining about the second component of the system. Specifically, some other application on the computer is listening on either 127.0.0.1:25 or 127.0.0.1:110.
Examples of applications that listen on these ports are old versions of Norton AntiVirus (2001 and below), PC-cillin, some Hotmail-to-POP proxy programs, etc. Some advanced users may be running their own SMTP or POP3 servers on their own computers, which would also cause the conflict. See, also, the following question.
To check if the ports are really in use, the “netstat” command can be used (“Start Menu”>Run; type “cmd”, then type “netstat —an” and see if anything is listening on TCP ports 25 or 110).
To solve this problem, it is necessary to disable the application that is listening on the specified port(s). Please note that this error message is not fatal, it just is informing you that email acceleration is disabled because of the conflict. Web acceleration will still work fine.
2. During installation, a dialog appears warning that email acceleration is disabled because another LSP (Layered Service Provider) was detected
Similar to the above situation. This dialog is just a warning stating that email acceleration has been disabled on this computer due to a software conflict. Note that web acceleration will still work fine.
If you wish to have email acceleration, the other LSPs must be removed and the Accelerator client must be reinstalled. Examples of other applications that use LSPs are the New.net client, older versions of Zone Alarm, and Venturi Accelerator software. Contact Support for assistance—(877) 877-2120 or email support@sover.net
MAC-SPECIFIC ISSUES
1. iTunes and/or iDisk does not work after the installation of the Accelerator
Once this is done, re-start the Accelerator.
2. Page cannot be displayed when the Accelerator is disabled (Safari or IE)
Manually change the proxy settings;
a. System Preferences > Network
b. Choose “proxies”
d. Uncheck “Web Proxy”
You may need to referesh the browser window, but the page should now load.
3. I am unable to start the Accelerator
ERROR MESSAGES
Error Messages when Starting SoVerNet's Dialup Accelerator
1. “Dialup Accelerator was unable to load the a .dll span file...” [Windows]
A file or resource required by the Accelerator may have been deleted. Fully uninstall and then re-install the Dialup Accelerator.
2. “Dialup Accelerator detected another application using the HTTP listening port...” [Windows]
There are three possible causes:
In the first two cases, the default listening port of the Accelerator client can be changed. Click here to for instructions on doing this.
The third scenario is very much like the lost network situation above. Here too, it's best to contact Support for assistance. Email support@sover.net or call (877) 877-2120.
3. “Dialup Accelerator could not be started due to an installation or configuration problem...” [Windows/Mac]
A file or resource required by Dialup Accelerator may have been deleted. Fully uninstall and then re-install the Accelerator.
4.“Invalid Username”
This will occur in one of two situations:
Error Messages when Connecting to the Accelerator Service
1. “Dialup Accelerator cannot be started due to an internal error ...” [Windows/Mac]
Try restarting the Accelerator by exiting the program and then relaunching it.
2. “Dialup Accelerator cannot connect to the Accelerator Service...” [Windows/Mac]
Here is a step-by-step list of things you should verify:
If the problem persists contact Support.
4. “Your username and/or password were not accepted by the Accelerator Service...” [Windows/Mac]
The login credentials you specified on the “Settings” - “Connection” tab were not valid. SoVerNet requires you to enter a valid username and password to use the Accelerator service.
Click here to view the Product Guide for information on how to set your username and password.
5. “The Accelerator Service could not be started due to an authentication timeout ...” [Windows/Mac]
Ensure that the authentication information provided to you by SoVerNet has been keyed in correctly.
Try reconnecting.
6. “The Accelerator Service indicated that it has insufficient resources to handle your connection...” [Windows/Mac]
Try reconnecting to SoVerNet.
7. “Unable to connect to the remote service because the database file could not be accessed or created.” [Windows]
This may occur in Windows 2000 or Windows XP. Users who do not have administrative rights cannot use the Accelerator if the installation directory is not writable by these users. The file “sdi.db” in this directory has to be accessed and edited constantly.
Change the permissions on the installation directory to allow the appropriate users to create and modify files.
Error Messages when Using Dialup Accelerator
1. “A response was not received from the server within a reasonable period of time...” [Windows/Mac]
Try restarting the Dialup Accelerator .
2. “Dialup Accelerator has stopped because the connection to the remote host has been closed.” [Windows/Mac]
Try restarting the Accelerator .
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