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TROUBLESHOOTING FAQs
If after reviewing the information below, you
are still having difficulties, please contact our main office at
1-866-344-6368 or if you are able, send us an email to
support@figment.ca.
I am
unable to get onto the Internet
Please contact our office at 1-866-344-6368.
When I launch my Web Browser
(Internet Explorer, Netscape, etc.) , it tries to dial out.
This requires a change in the Browser settings. In Internet Explorer,
go to the menu item Tools
> Internet Options.
Click on the Connections tab.
Select the option to either "never dial a connection" or "dial whenever a
network connection is not present". Click the OK
button to save the settings.
When I launch my Mail Client
(Outlook, Outlook Express, etc.) my computer tries to dial out
This requires a change in the Mail Client
settings. In Outlook or Outlook Express, go to the menu item
Tools >
Accounts. Click on the
Mail tab. Select your mail account to highlight it and click on
the Properties
button. Click on the Connections tab and ensure that the option
"Always connect to this account using" is unchecked. If your mail is
set to use the Internet settings, go back to your Internet Browser and make
the appropriate changes as above.
I am
unable to send e-mail
Check your mail settings to ensure that SMTP
Authentication has been activated. Go to our
Email Settings area,
select the appropriate mail client, and go through the 'Check Settings' or
'SMTP Authentication' settings to ensure this check box has been activated.
I am
unable to receive e-mail
There are a couple of
reasons why this may be the case. Our spam controls may have found
that the sender's email server has been found in a DNS Blacklist and
therefore is being rejected by our mail servers. You will need to
contact our office and provide the following information:
- the Recipient's
email address
- the Sender's email address
- the approximate date and time that they were trying to send the email
Our support staff will
then be able to look into the mail logs to determine what the error is in
order to resolve the problem. Send the information to
support@figment.ca or call us at 1-866-344-6368.
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