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Common Connection Errors / Solutions

Unable to Contact NetZero Server
Unable to connect to the NetZero network

This error can have several causes. The information below should help you to identify and resolve this issue.

A. Try another access number

Before doing anything else, try using an alternate access number, if one is available. Please read the following for instructions on changing your access number.

1. Double-click the NetZero icon on your desktop.
2. On the Welcome screen, click the Settings button.

3. On the Welcome to NetZero Setup screen, click Locations.

4. The Dialing Location screen will appear. If you are modifying an existing Dialing Location's phone numbers, make sure the Dialing Location is selected, and click Modify.

5. The Set Up a Dialing Location screen will appear. From here you can modify your dialing number, and set various dialing options.

6. If needed, modify the area code and phone number from where you will be dialing.
7. You can rename your Dialing Location (such as Home, Office, etc) in the text box if needed.
8. If you want to disable call waiting, click the circle next to Yes, otherwise, leave it at No.

Note: You must have call waiting on your phone to select Yes. If you click Yes, you must specify what extra numbers must be dialed to disable call waiting. This is filled in as *70, but your telephone provider's method may be different. Please call your operator for more information.

9. If you need to dial a number to reach an outside line, click the circle next to Yes, otherwise, leave it at No.

Note: If you click Yes, you must specify what extra number must be dialed to reach an outside line. By default this is set as 9, but your telephone provider's method may be different. Please consult your phone provider for more information.

10. If you need to dial any custom prefix or suffix to your dialed numbers, click Advanced to bring up a screen to enter these numbers.
11. To proceed, click Continue.
12. The Select Access Numbers screen will appear.

13. Make sure the box next to View access numbers from another area code: has your current area code filled in. If not, click the box and select your local area code.
14. Your current selected numbers will appear on the list.
15. To remove numbers from your list, uncheck the box next to the unwanted number.
16. To add numbers to your list, check the box next to the desired number.

Note: You should contact your local phone company to confirm that the access numbers you selected are all a local calls. To search for a local access number in your area, please visit our Web site at http://my.netzero.net/s/numbers.

17. If your number requires you to dial a 1 first, click the box under the column Dial '1' next to your selected number.
18. If you want the area code and phone number dialed, click the box under the column Area Code next to your selected number.
19. When you are finished, click Continue.
20. The Congratulations screen will appear with a summary of the numbers you selected, and how they will be dialed.

21. If you need to make any changes, click Back to return to the Select Access Numbers screen. If everything looks correct, click Finish.

WARNING: THE USE OF SOME TELEPHONE ACCESS NUMBERS MAY RESULT IN LONG DISTANCE CHARGES. IN SELECTING YOUR ACCESS NUMBER(S), PLEASE NOTE THAT ALTHOUGH AN ACCESS NUMBER MAY BE IN YOUR AREA CODE OR LOCATED IN YOUR GENERAL GEOGRAPHIC REGION, IT MAY NOT NECESSARILY BE A LOCAL NUMBER FOR YOU. YOU MAY INCUR SUBSTANTIAL TELEPHONE CHARGES IF YOU CHOOSE ACCESS NUMBERS THAT ARE NOT COVERED BY YOUR LOCAL CALLING PLAN. WE URGE YOU TO CHECK WITH YOUR TELEPHONE COMPANY TO FIND OUT WHICH NUMBERS ARE LOCAL FOR YOU BEFORE USING A NUMBER FROM THIS LIST.

Note: You are solely responsible for all telephone charges related to accessing our services. NetZero will not reimburse you for any such charges, including long distance or toll charges.

Note: These access numbers will automatically be saved for the next time you log on to NetZero.

22. Select your Member ID, enter your password and click Connect to log on to NetZero.

B. Remove the NetZero Dial-Up Networking connectoid

If the steps above did not resolve the issue, please follow the steps below to remove the NetZero Dial-Up Networking connectoid. The connectoid will be recreated the next time you log on to NetZero.

1. Double-click the My Computer icon on your desktop.
2. Double-click the Dial-Up Networking icon.
3. Click once on the NetZero icon to highlight it.
4. From the File menu, select Delete.

Try logging on to NetZero again.

C. Verify Network Settings

1. Click the Windows Start button, point to Settings and select Control Panel.
2. Double-click the Network icon.
3. Check to see if you have the following components:
   
   
   Client For Microsoft Networks
   TCP/IP or TCP/IP > Dial Up Adapter
   Dial-Up Adapter.

Note: If you are on a Network or company LAN, contact your system administrator before making any network changes.

If the components listed above are not present, then add the missing component(s).

IMPORTANT! Only add a component if it is not already present. If the component is listed, you will not need to add it.

To Add Client for Microsoft Networks:

1. Click Add.

2. Select Client.
3. Click Add.

4. Under Manufacturers, select Microsoft.
5. Under Network Clients, select Client for Microsoft Networks.
6. Click OK.

To Add Dial-up Adapter:

1. Click Add.

4. Select Adapter.
5. Click Add.

4. Under Manufacturers, select Microsoft.
5. Under Network Adapters, select Dial-Up Adapter.
6. Click OK.

To Add TCP/IP:

1. Click Add.

2. Select Protocol.
3. Click Add.

4. Under Manufacturers, select Microsoft.
5. Under Network Protocols, select TCP/IP.
6. Click OK.

Once you've added any necessary components, follow the steps below.

1. Click on TCP/IP to highlight it and click Properties.

2. Select the DNS Configuration tab and ensure that Disable DNS is checked.

3. Select the WINS Configuration tab and make sure that Disable WINS Resolution is checked.
4. Click OK.

5. In the Primary Network Logon field, ensure that Client for Microsoft Networks is selected.
6. Click OK.
7. Click on Dial-up Adapter once to highlight it.
8. Click Properties.

9. Select the Advanced tab and click on Use IPX Header Compression to highlight it.
10. Under the Value drop-down menu, select NO.
11. Click OK and OK again.
12. When you are prompted to restart you computer, click YES.

Check to see that Dial-Up Networking is installed on your computer by following these steps:

1. On your desktop, double-click the My Computer icon .
2. If you see a Dial-Up Networking icon, Dial-Up Networking is installed. Close My Computer and try logging on to NetZero again by double-clicking the NetZero icon on your Desktop.
3. If you do not see a Dial-Up Networking icon, close My Computer, then click the Windows Start button, point to Settings and select Control Panel.
4. Double-click the Add/Remove Programs icon.

5. Select the Windows Setup tab, and double-click on Communications.

6. Put a check in the box next to Dial-Up Networking, Hyperterminal and Phone Dialer.
7. Click OK and click OK again to exit.
8. Close the Control Panel and try logging on to NetZero again.