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Troubleshooting
1. General Issues when Using Web Accelerator
2. Error Messages when Connecting to the Web Accelerator Service
3. Error Messages when Using Web Accelerator
4. Error Messages when Starting Web
Accelerator
Section 1 - General Issues when Using Web
Accelerator
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Why does my downstream "Bandwidth Savings Ratio" appear to
go below 1.0?
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 Web 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
Web Accelerator is used. The Accelerator is merely showing the download
statistics in these situations.
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Why do some Java-applets (such as certain games on www.pogo.com) not
work?
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.
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I'm having trouble loading a site. What should I do?
Try adding the site to Web Accerator's Proxy Exclusion List. Click
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for instructions on completing this operation.
If this doesn't solve the problem, try adding the site to Web Accelerator's
pop-up blocker Whitelist. Click here for instructions
on completing this operation.
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After installing Web Accerator, I received a message saying Email
Acceleration is disabled. Why did that happen?
The Web Accelerator installer has detected software that may conflict
with the Email Acceleration.
It was determined that the safest way to proceed was to not install the
Email Acceleration.
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I can't right-click on an image to get the "Original Image"?
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.
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Section 2 - Error Messages when Connecting to the Web Accelerator Service
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"Web Accelerator cannot be started due to an internal
error ..."
Try restarting Web Accelerator by exiting the program and then
relaunching it.
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" Web Accelerator cannot connect to the Service..."
Here is a step-by-step list of things you should verify:
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Check that you have successfully connected to your ISP in your usual
manner (e.g. Did your dial-up connection successfully connect to your
ISP?). This step is independent of whether or not you launch Web Accelerator.
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Ensure that the ISP you are connected to is, in fact, the one that
supplied you with the Web Accelerator software and connection
information. In most cases, you cannot connect to another ISP and use
the same Web Accelerator connection settings.
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Verify that the Connection information located in the Settings dialog
is the same as that provided to you by your ISP.
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If you are running firewall software, make sure that a firewall rule
is present that allows access to the Remote Server Port (located in the
Advanced Connection Settings dialog)
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Try uninstalling Web Accelerator (Control Panel-->Add/Remove
Programs and select Web Accelerator) and then re-install it.
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Contact your ISP to verify that the Web Accelerator Service is up and
running.
Now try restarting Web Accelerator by exiting the program and
then relaunching it.
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"The Web Accelerator Service does not allow connections from your current
IP address..."
The most likely reason you would receive this error is when you connect
to the Internet using a different service provider from the one providing
you with Web Accelerator Service. Since we allow this through the entire
Internet, you should never receive this error message. If you do,
please contact us immediately.
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"Your username and/or password were not accepted by the Web Accelerator
Service..."
The username and password are pulled from the active DUN (Dial-Up
Networking). We require you to enter a valid username and
password to use the Web Accelerator Service.
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"The Web Accelerator Service could not be started due to an authentication
timeout ..."
Ensure that the authentication information provided to you by us has been
keyed in correctly.
Try reconnecting to the Internet.
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"The Web Accelerator Service indicated that it has insufficient resources
to handle your connection..."
Try reconnecting to the Internet.
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Section 3 - Error Messages when Using Web Accelerator
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"A response was not received from the
server within a reasonable period of time..."
Try restarting Web Accelerator
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"Web Accelerator has stopped because the connection to
the remote host has been closed."
Try restarting Web Accelerator
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Section 4 - Error Messages when Starting Web Accelerator
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"Web Accelerator was unable to load the sdicore.dll library
..."
A file or resource required by Web Accelerator may have
been deleted. Fully uninstall and then re-install Web Accelerator.
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"Web Accelerator detected another application using the
HTTP listening port..."
In the Advanced Connection Settings, change the "Local
Listening Port" to a different port, e.g. 5400 or 5500 or 5600, etc. Restart
Web Accelerator.
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"Web Accelerator could not be started due to an installation
or configuration problem..."
A file or resource required by Web Accelerator may have
been deleted. Fully uninstall and then re-install Web Accelerator.
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