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Helpful Tips
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Setting Up Our
Service and Problem Solving
Toll-Free Tech
Support - (800) 290-3130
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FAQ's (Frequently Asked Questions)
Q.
Why won't AOL or MSN Instant Messaging services work on my
browser?
A. Many of those
services have special setup areas. Because we use a proxy server
technique for filtering you need to setup the proxy settings in these services.
Check the proxy setting for your application and select "I am using a proxy
server", select Socks Version 4, use proxy.actlink.net for the server
entry and use port 1080. This should get you up and running.
Q. Do
I need special software to use your service?
A.
No, almost any current browser that supports
proxy servers will work.
Q.
Do
you check for viruses on e-mail coming to me?
A.
Yes, we do.
Q.
I recently got a message
saying "No Dial Tone Detected". Is your service down?
A. No, that means the your phone line may not be connected properly or
someone in your home was on an extension using the line. No dial tone
detected means that your phone can't get a dial tone to start the call to us.
Common Problems
Problem:
I can't see web pages.
Solution:
-The web site may be down
-Someone may have tampered with your proxy settings -- check
your proxy settings.
- Go to the TOOLS menu and select INTERNET OPTIONS and then click CLEAR HISTORY
to remove any cache entries that may be interfering with the site you are trying
to access.
Problem:
Why won't AOL
or MSN Instant Messaging services work on my browser?
Solution:
Many of those services have special
setup areas. Because we use a proxy server technique for filtering
you need to setup the proxy settings in these services. Check the proxy
setting for your application and select "I am using a proxy server",
select Socks Version 4, use proxy.actlink.net for the server entry and use port
1080. This should get you up and running.
Problem: I keep getting disconnected.
Solutions:
- We only automatically disconnect users that
remain inactive for four hours
- You may have an automatic disconnect setting in your browser
-- to change this, check your IDLE TIME BEFORE HANGING UP setting in your
dialer.
- Someone may be trying to call the phone number that
corresponds with the line that you are using
- We've found that some people have a setting in their e-mail
options that says disconnect after checking for e-mail. If you get
disconnected while getting e-mail this could be your problem.
- There is also a possibility that your phone line is creating a poor enough
connection that your modem(or ours) determines that there is such a bad
connection that it drops the call due to static on the line.
Problem:
I'm not able to connect.
Solution:
-You may have an incorrect dial-up
phone number -- to change this, refer to the numbers sent to you by mail, or go
to the Access Numbers page
of our site.
-Double check your ID and password
-If someone is on the phone line that you are using to
connect, then you will not be able to connect because the modem doesn't detect a
dial tone.
-Your modem may be disconnected -- make sure that the phone
line is plugged into the outlet as well as the modem
-Your modem may be improperly installed -- Go to the "Internet
Options" area of the "Tools" menu of your browser, and
go to "Connections" area and click on the "Add"
button - follow the menus
Problem:
I use FamilySmart and I found an objectionable site, that I think should be blocked.
Solution:
-Call us toll free at (866)656-7873*
-Send us an e-mail at
support@familysmart.net*
(*We will block your requested site if it meets our filtering
criteria)
Problem:
I want to get to a site that is blocked, but I don't think it should be.
Solution:
-Call us toll free at
(866)656-7873**
-Send us an e-mail at
support@familysmart.net**
(**We will only unblock material that does not meet our
filtering criteria)
Problem:
When I go to a web site, it takes forever to load.
Solution:
-Your phone line may be slow. To
check this, double click on the two little computers in the lower right hand
corner of your screen. This will show how fast you are connecting.
If your connection is anything less than 28,000 bps, then you have static on
your phone line. You will need to contact your telephone company about
this problem.
Problem:
I lost my password.
Solution:
-Give us a call. We will always
have your password on hand.
Problem:
I can't seem to retrieve my e-mail. It hangs for awhile and then quits.
Solution:
Check your e-mail address as it
is listed in the accounts section of the Tools menu in Outlook or your other
e-mail program. Make sure that your e-mail address is typed correctly as
well as your password. Also make sure that you have the proper e-mail
server listed for both incoming and outgoing e-mail. The server should be
mail.actlink.net for both servers and the type should be POP3.
Problem:
I can't see a specific web site -
error 404. Am I being blocked?
Solution:
No, error 404 indicates that the site you requested is not
available on the Internet. Either the site is not
available or you mistyped it. Check the URL and try again.
Stopping
or Limiting SPAM
Fighting SPAM
We've instituted a new anti-spam program that should limit
your exposure. However, we do not block spam on e-mail services like
Hotmail, MSN Mail, Yahoo mail.
SPAM normally starts when your e-mail address
has been put on a mailing list and sold just like junk mail lists. It's
virtually impossible to get off the list once you're on.
What can you do to limit your exposure? First,
be careful who you give your e-mail address to. Don't share your e-mail address
with unknown parties or for free give-away promotions.
Never respond to the unsubscribe feature on
SPAM e-mails. Despite their appearance, these are often used as confirmations
that someone is reading their spam and will most likely increase the amount of
spam you receive.
Consider creating a dummy address that can be
used for your "public personna". Give your friends your real address and use
the other for anyone you don't know. When the spam becomes a problem on the
dummy account, just shut it down and start a fresh one.
We make every effort to limit spam on our
servers. BUT Spammers are making every attempt to fool us and sometimes it's
difficult to differentiate good e-mail from spam.
Don't make their job any easier - don't share
your e-mail address with anyone you don't know and trust.
Customers using 2Fords
e-mail accounts
If you're using an old 2Fords e-mail account (your e-mail address ends in
@2fords.net), you're not enjoying the benefit of our SPAM filters because you're
using someone else's server. You can get a new e-mail account on our
e-mail server for free and get all of the e-mail addressed to your old account
forwarded for the next year at no charge. Contact our
Crystal Lake office at 815-455-9305 to make
arrangements. Instructions on how to make your e-mail settings changes can
be found at settings changes
Reporting SPAM that you've
received
If you've received e-mail that you find
objectionable, please report it to us right away. Simply forward the
e-mail to spamhotline@familysmart.net.
Please don't just send us an e-mail saying that you got a SPAM e-mail. We
can't stop it unless we can see it and understand the technique the sender used
to get around our SPAM filter.
Additional Resources For
Dealing With SPAM
http://spam.abuse.net/
http://www.arachnoid.com/lutusp/antispam.html
What happens if I find something objectionable that
wasn’t blocked?
Please report it right away. Use our Report-A-Site section
and we'll check it out right away. Please remember to include your name
and e-mail address so that we can respond to your request. Unsigned
requests are ignore.
What if I
disagree with a site that you’ve blocked?
As
with blocking requests, please report it right away. Use our Report-A-Site
section and we'll check it out right away. Please remember to include your
name and e-mail address so that we can respond to your request. Unsigned
requests are ignore.
I recently got a message
saying "No Dial Tone Detected",
is your service down?
If you get a message like this it means that the phone line you
are trying to use is dead or disconnected. Check to see if your phone line
was somehow disconnected. Your problem is with your phone line.
I
can't see any pages but I'm on-line ok.
If you're on-line but can't see any web sites at all, check your proxy
settings in your browser. If you have a FamilySmart filtered internet
access account, chances are some un-checked the "use a
proxy server" setting. It must be checked and the proxy setting entry
must be proxy.actlink.net with port number set to 80.
For additional information see our setup instructions section.
When
I send or receive e-mail I get kicked off-line.
Check your Outlook Express Settings - TOOLS/Options/Connections
Make
sure the Hang up after sending and receiving is NOT checked.
My
e-mail program won't open.
Recently,
we've noticed this happening for two reasons:
- Virus
infection. Update your virus signature list, run your A/V program and
try it again. If it still fails try reloading your e-mail program or
update it from the vendors site.
- Some
Norton products made by Symantec have been known to change the e-mail
account information in Outlook Express. If you've used one of
the Norton programs ,check your e-mail account and mail server settings and
recreate them if needed.
If these
alternatives fail you, try un-installing Outlook Express and re-installing the
latest release of that software from the manufacturers site IE Microsoft or
Netscape.
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