Welcome to Internet Safety Kit


Frequently Asked Questions

GENERAL TROUBLESHOOTING

Below you will find some general troubleshooting steps we've found that should resolved most of the problems our customers call in to Tech Support about. Try the troubleshooting steps below in order, checking your service after each step (all steps may not be necessary).

  1. Restart (reboot) your computer.(Many problems can be resolved with a simple reboot.)

  2. Shutdown your computer (power off), then turn it back on. If you usually leave your computer on all the time, here's a few reasons why it's a good idea to shut it off each night:

    • A system "Restart" resets all software, whereas, a system "Shutdown" resets all software AND hardware. This is necessary because operating system environments degrade over time for various reasons, and, since most computer hardware is controlled by software and/or firmware, those environments degrade as well and need to be reset.
    • Saves electricity.
    • Turning a computer off and on daily used to be a bad idea. Newer equipment is designed with this in mind, typically shutting down hard drives and monitors automatically. Nowadays, turning a computer off overnight will actually extend its useful life.

  3. Ensure your Internet connection is up and your modem or network card is working. If you do not have the correct indicators, contact your Technical Support or have your modem repaired or replaced, depending upon the source of the problem.

    • If you have a cable modem, green indicator lights should be blinking on the front of the unit.

    • If you are dialing in through a phone line, you should have two small flashing green monitors in the lower-right corner of your Windows desktop (next to the time).

    • One way to test to see if you have a good Internet connection is to open a DOS prompt box and type PING ABC.COM (or any Web page, e.g: www.yahoo.com, etc.).

      • If you get a reply, you are connected.
      • If you get REQUEST TIMED OUT, you are probably connected; keep trying different web pages (e.g.: chat.com).
      • If you get HARDWARE ERROR, you are not connected to the Internet.
    • If you don't know how to open a DOS box...
      • ...there are two methods to open one:
        • Look for a DOS entry in your START, PROGRAMS menu, and click it if present.
        • Click START, RUN, and type in COMMAND (or CMD) and hit ENTER.
      • To close the box, type EXIT and hit ENTER in the DOS window.
  4. The following procedure will reset the connection between your Internet Protection Services and our network.
    • Right-click the "Light Bulb" icon in the system tray at the lower-right corner of your Windows desktop.
    • Select REAUTHENTICATE.
    • Wait a few minutes, then attempt to browse the Internet again.
  5. Ensure you do not have any other filters running.

    • If so, please remove them. Multiple filters on a single computer will conflict with each other.

    • If you are an AOL user, please turn off all PARENTAL CONTROLS.

    • If you are a COMPUSERVE user, please set all PARENTAL CONTROLS to LOW.

  6. The following programs are incompatible with our service. If you are running this program, you will need to uninstall the program, then reinstall your service (CLICK HERE for reinstall instructions).

    The following Companies have an agreement to allow New.Net to Piggyback during their software installs:

    • BearShare
    • KaZaA
    • Mp3.com
    • Webshots

  7. If your service was working before, and you have done any of the following, please reinstall your service ( CLICK HERE for instructions).

    • Changed Internet Service Provider (ISP).
    • Changed or added an Internet Browser (such as Internet Explorer, Netscape, or Opera).
    • Changed or added a firewall (such as McAfee or Norton)

  8. If you are using a firewall (other than ours), ensure it is not blocking our service (most firewalls prompt you before blocking). If the Internet Protection Service icon often turns blue with a white X inside, the cause may be firewall interference.

    Firewalls include, but are not limited to:

    • McAfee 2002 Firewall
    • Norton 2002 Firewall
    • Windows XP Firewall
    • Zone Alarm
    • Black Ice

    Recommended actions vary based upon your comfort level with the firewall you have installed on your system.

    1. If you are familiar enough with the operation of your firewall, make the following configuration changes:
      • Here are the programs which need to be allowed access through the firewall:
        • AppMon
        • Broadway
        • Setup
        • Windefault

      • Here are three ports which need to be allowed access (both TCP and UDP) through the firewall:

        • TCP port 3080 thru 3082
        • TCP ports 1081 thru 1083

      • Also, ensure the following IP ranges are open and can process inbound and outbound data:

        • 204.?.?.?
        • 206.?.?.?

    2. If you're not comfortable making configuration changes, simply disable (suspend) the firewall. Once you have installed and tested our service, re-enable the firewall and ensure the settings do not conflict.

    3. If you do not know how to disable the firewall, you may have to uninstall it, look for help configuring your firewall on the web page associated with the product, or contact the product reseller.

    Once you have disabled the firewall, or opened the appropriate pathways, the Filter icon should change to green.

      For help with the Windows XP firewall, visit:


    • Ensure you have the latest version of your Internet browser. If you are using Internet Explorer, for example, the minimum version required is 5.5. You may download the latest version (free) from the Microsoft Internet Explorer homepage.

    • Ensure the Internet browser encryption (cipher strength) is 40 or 128k (56k is not supported). If you are using Internet Explorer, check cipher strength from HELP, ABOUT INTERNET EXPLORER.

    • Ensure you have loaded the latest security patches, updates, service packs and/or service releases associated with your operating system (e.g.: Windows) and Internet Browser (e.g.: Internet Explorer).

      If you use Microsoft products:

      1. Update the Windows operating system by clicking START, WINDOWS UPDATE.

      2. Update Internet Explorer by going to the Microsoft Internet Explorer homepage and download the latest version of Internet Explorer.

    • Clear your Internet Browser's cookies, cache and history by doing the following (example: for Internet Explorer 6.0):

      1. Select TOOLS, INTERNET OPTIONS, then click the DELETE COOKIES button.

      2. Select TOOLS, INTERNET OPTIONS, then click the DELETE FILES button.

      3. Select TOOLS, INTERNET OPTIONS, CLEAR HISTORY.

      4. Select TOOLS, INTERNET OPTIONS, SETTINGS, VIEW FILES, press CTL-A to select all files, then press the DELETE key.

    • Ensure your browser's security settings are not too restrictive (example with Internet Explorer 6.0).

      1. Click TOOLS, INTERNET OPTIONS, SECURITY TAB, CUSTOM LEVEL.

      2. Under the heading RESET CUSTOM SETTINGS, select MEDIUM.

      3. Click the RESET button.

      4. In the SETTINGS section there should be 5 entries for ACTIVE X

        • Ensure all except the third one (Initialize and script ActiveX controls not marked as safe) are NOT set to DISABLE.

        • The third one should be set to DISABLE by default. It may be set to PROMPT, which means IE will let you know if an attempt is made to run a script which is not considered safe.

      5. Click OK twice to exit.

  9. In order for our Web pages to be viewed and accessed properly, JAVA SCRIPT and COOKIES must be turned on (enabled). These options are set in the SECURITY and PRIVACY tabs of INTERNET OPTIONS.

  10. Check to ensure your browser is not configured to use a proxy server (the instructions below are for Internet Explorer 6.0).

    1. Click TOOLS, INTERNET OPTIONS, CONNECTIONS, LAN SETTINGS.

    2. In the PROXY SERVER section, clear the check box labeled: "Use a proxy server for your LAN."

    3. Click OK twice.

  11. If you are using a modem and telephone line to access the Internet (dial-up), here are a few special considerations:

    1. If you have call-waiting service, ensure you deactivate it prior to dialing into the Internet (check with your phone company to find out how). If you do not deactivate call waiting, your Internet connection may be dropped each time you receive a call while online.

    2. Connection speeds of less than 40kbps per second may inhibit our Filter from working properly.

  12. If you are on a LAN, contact your administrator and ensure there are no DHCP controls, Gateways, Firewalls, Proxy servers, or Routers in between you and the Internet which could be configured to block your connection to our system.

  13. Reinstall your service (for instructions, please CLICK HERE).

  14. Call Technical Support at the number listed in under the My Account link on the main page of this site.

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