FREQUENTLY ASKED QUESTIONS
TROUBLESHOOTING
FREQUENTLY ASKED QUESTIONS
- Do I need special equipment for CASSCOMM internet? As a CASSCOMM customer, you do not need special equipment to have our service. Although, if you have your own modem, CASSCOMM will deduct $5 from your internet charges. Contact us to ensure your modem is compatible with our system requirements.
- Can I install the service myself? CASSCOMM strives to ensure your service is working properly from the very beginning of your service with us. Therefore, at this time, CASSCOMM does not offer self-installation.
- What is a home network? A network is a group of computers, printers, and other devices that are connected together with cables. Information travels over the cables, allowing network users to exchange documents and data with each other, print to the same printers, and generally share any hardware or software that is connected to the network within a single family residence.
- Are CASSCOMM services available for my business too?Yes, CASSCOMM offers several packages to meet your needs, both at home and for your business. Give us a call or check out our internet pricing on-line.
- What does power cycling the modem mean?Unplug the power to the cable modem and then router if you have one. Wait 30 seconds and plug the modem and router back in. This is called recycling the modem. After you power cycle, you will then need to restart your computer.
- Do you have a 24 hour tech support number?Yes, our quality, professional support staff can be reached at 888-537-6392.
- Do I have a dynamic or static IP address?Our cable internet customers are assigned dynamic IP address. Static IP addresses are available upon request for $10/month.
- How do I hook up more than one computer at the same time?You will need to purchase a router. They area available from CASSCOMM or your local technology store. Directions for installation are found on the box.
- Can I have more than one e-mail address?Yes, additional e-mails are $2.50/ each per month.
- How worried should I be about getting a virus off the Internet? The attention given to viruses recently has caused many users to wonder how safe their computer system is. In reality, if you follow some basic rules, you should be able to keep your system virus-free.
a). If you receive an e-mail that has an attachment and you don't know who sent it to you, don't trust the people that sent it to you, or don't know what the attachment is, don't open it. Virii are programs that need to be run to be activated and if you don't run it, it can't hurt you.
b) Do not download software from anywhere but reputable sources. Make sure you are downloading the software program from the company that made it, or one of the giant software archives such as Tucows or cdrom.com.
c) Keep in mind that your chance of getting a virus increases exponentially when dealing with pornographic material or pirated software. Enter the gutter at your own risk.
d) Do not pass along E-mail warnings of virii that do not actually have an attachment. They do not help anyone and almost always are a hoax.
e) If you do actually find some sort of virus that you think may have come from the Internet, let us know and we will help you through the situation. - How do I change my email password?Step 1: Please go to http://password.casscomm.com
Step 2: On this page please enter your email username followed by typing in your current password. You will then need to type in what you would like your new password to be followed by re-entering the same new password. These fields are all case-sensitive.
Step 3: Click on the Change Password button.
Step 4: You should be greeted with a new page saying "Your Password Has Been Changed". The next time you login, you will need to use this new password.
If you have problems with changing your password, please give us a call at 800-252-1799.
TROUBLESHOOTING
- What do I do if my internet is not working?Follow the tips below if you lose internet access:
- Restart your computer. This is usually the quickest and easiest way to cure any problems.
- Unplug the power to the cable modem and then router if you have one. Wait 30 seconds and plug the modem and router back in. This is called recycling the modem. After you recycle, you will then need to restart your computer.
- Check the “online” light on the modem. If you recycle and the light still does not come on, it is probably a problem with our cable signal. Call our office immediately as this may require a visit from our service technicians. Please have your MAC ID ready which is located on the bottom of your modem.
- PC problems- If the modem is online and you cannot get on the internet it is most likely a problem with the computer. You can call our office and schedule an appointment (may take 1-2 working days). There will be a $25.00 charge for a technical visit if the problem is with the computer. If the problem is with our equipment there will not be a charge for the service call.
- E-Mail problems- If you are unable to send or receive e-mail, you may call our technical support Hot Line at 888-537-6392. Open 24 hours a day, 7 days a week. This Hot Line is for e-mail only.
- What are cookies, and how do I enable or disable them?A cookie is a small amount of data that a Web site stores on your hard disk. The purpose of a cookie is to store a preference that you specify, such as custom page, or to allow you to return to a site later and pick up where you left off, such as when using a Web-based message board. Some sites also use cookies to store information as you move from page to page on a site. Depending on your browser type, you may be alerted when a site is about to set a cookie on your hard drive. If notified of the cookie installation you may accept or reject the cookie.
Note: The many pages require cookies, so if you disable or selectively disable cookies, be sure to allow them for content access.
To enable/disable the cookies or the alerts in INTERNET EXPLORER 6.x on a PC:
1. Open Internet Explorer
2. Select the Tools menu and then click Internet Options
3. Select the Privacy Tab
4. Move the slider up or down depending upon the desired level of security you would like
5. You may also click the Advanced button and select how cookies are handled from the presented options
To enable/disable the cookies or the alerts in INTERNET EXPLORER 5.x on a PC:
1. Open Internet Explorer
2. Select the Tools menu and then click Internet Options
3. Select the Security Tab then click the button labeled Customer Level
4. Scroll down to Cookies and select the desired level of security from the presented options
To enable/disable the cookies or the alerts in INTERNET EXPLORER 4.x on a PC:
1. Open Internet Explorer
2. Select the View menu and then click Internet Options
3. Select the Advanced Tab
4. Scroll down to Security and then Cookies
5. Select the desired level of security from the presented options
To enable/disable the cookies or the alerts in NETSCAPE 4.x on a PC:
1. Open Netscape
2. Select the Edit menu and then click Preferences
3. Scroll down to Advanced
4. Select the desired level of cookie acceptance from the Cookies options
To enable/disable the cookies or the alerts in INTERNET EXPLORER 5.x on a MAC:
1. Open Internet Explorer
2. Click Edit and select the Preferences option
3. Under the Receiving Files option, select Cookies
4. Next to When receiving cookies: select the desired level of cookie acceptance
5. Click OK to finish
To enable/disable the cookies or the alerts in NETSCAPE 4.x on a MAC:
1. Open Netscape
2. Select the Edit menu and then click Preferences
3. Scroll down to Advanced
4. Select the desired level of cookie acceptance from the Cookies options
- How do I set up my CASSCOMM e-mail on my personal computer?For a third party client such as Microsoft Outlook, you must specify the following account settings
CABLE INTERNET CUSTOMER:
Account Type: POP3 Server
Incoming: pop.gmail.com
Outgoing: smtp.gmail.com
WILDBLUE INTERNET CUSTOMER:
Account Type: POP3 Server
Incoming: mail.cassblue.com
Outgoing: SMTP Server: mail.cassblue.com
- I have a network set up and can't get on the internet, what should i do?1. Power cycle your cable modem and wait for the on-line light to come on.
2. Reboot your router by unplugging it from the power source. DO NOT HIT THE RESET BUTTON!
3. Restart your computer(s). - Windows Live Mail 2011Windows Live Mail 2011
If you setting up your email for the first time, follow the steps at: http://mail.google.com/support/bin/answer.py?answer=86383. If your email was working previously, follow the steps below.
1. Make sure that you have Windows Live Mail 2011 installed. If you
have an older version, please update it.
2. Click on the blue tab in the upper left corner next to the Home,
Folders, View, and Accounts tab
3. Click on options, followed by Email Accounts
4. A new box should pop up called Accounts. If you have previously
had your email set-up we will need to edit the old one. If you are
adding an account for the first time, we will need to add an
account. To edit the old one, click on the Default Account under
Mail and then click on properties on the right of the Accounts
box.
5. A new box should pop up called “[User-Name] Properties” that
contains 4 tabs across the top. These should be “General, Servers,
Security, Advanced”.
6. In the General Tab, make sure that your Name is entered correctly
and that the E-mail address field has your current email. For
example: youraccount@casscomm.com. If you are a GCCTV email
subscriber, you will still need to enter @casscomm.com to the end
of your email.
7. Next, click on the Servers tab.
8. Server Information: My incoming mail server is a POP3 server.
Incoming mail( POP3): pop.gmail.com
Outgoing mail (SMTP): smtp.gmail.com
9. Incoming Mail Server: Email username: youraccount@casscomm.com (If
you are a GCCTV subscriber, you must have @casscomm.com here and
not @gcctv.com) This is followed by entering in your password and
clicking on remember pasword if you choose to do so. Log on using
clear text authentication should be checked.
10. Outgoing Mail Server: My server requires authentication (checked)
Then click on Settings to the right of this. A new box should pop
up labeled Outgoing Mail Server. Make sure Use same settings as
my incoming mail server is checked. Click OK.
11. You should be back to the “[User-Name] Properties”. You will now
need to click on the Advanced tab at the top.
12. Server Port numbers: This server requires a secure
connection(SSL) needs to be checked on both the Outgoing and
Incoming mail. After these are checked, please change the
following:
Outgoing mail (SMTP): 465 Incoming mail (POP3): 995
13. Click on Apply at the bottom followed by OK. Your email should
now be working! - Thunderbird (Version 3.1.9)Thunderbird (Version 3.1.9)
If you setting up your email for the first time, follow the steps at: http://mail.google.com/support/bin/answer.py?answer=180193. If your email was working previously, follow the steps below.
1. Make sure that you have Thunderbird 3.x installed. If you have an older version, please update it.
2. At the top of your screen please click on Tools, followed by clicking on Account Settings.
3. A new box should pop up called Account Settings.
4. Click on the Server Settings under your casscomm.com email address in the Account Settings.
5. Please insert the following: Server Name: pop.gmail.com, Port: 995
User Name: [yourusername]@casscomm.com
6. Security Settings: Connection Security-SSL/TLS, Authentication Method- Normal password
7. Server Settings do not change.
8. Next, click on Outgoing Server (SMTP), followed by clicking on the Default. Next, click on Edit on the right.
9. Enter the following- Description: Casscomm, Server Name: smtp.gmail.com, Port: 465, Connection security: SSL/TLS, Authentication method: Normal password, User Name: [yourusername]@casscomm.com. Click on OK.
10. Next click on [youusername]@casscomm.com on the left side of the Account Settings box. At the very bottom of this box, Outgoing Server (SMTP) needs to be changed to “Casscomm – smtp.gmail.com”.
11. Click on OK and your email should now be working! - iPhoneiPhone
1. Touch the Settings app on your homescreen.
2. Next, click on Mail, Contacts, Calendars.
3. It should bring up a list of accounts. If you have a previously entered Casscomm email acount, touch it followed by pressing Delete Account. A pop up will appear telling you the following: “Deleting this account will remove its mail and notes from your iPhone.” Touch Delete.
4. Go back to Mail, Contacts, Calendars and click on Add Account.
5. The third thing down should say Gmail. Touch it.
6. Enter the following:
Name: [Your Name]
Address: [yourusername]@casscomm.com
Password: [your password]
Description: Casscomm
7. Click on Next on the top right corner.
8. A screen should appear that says Mail, Calendars, Notes. Mail needs to be on. If you have Calendars or Notes on, it sync any calendars or notes that you enter on your Casscomm webmail at http://login.casscomm.com. You will then be able to access your calendars or notes in your Calendar and Notes apps respectively.
9. Once you have decided on the previous settings, click on save in the upper right hand corner.
10. Your account should be added and you should be able to send/receive email in your mail app. - Apple Mail 4Apple Mail 4
If you setting up your email for the first time, follow the steps at: http://mail.google.com/support/bin/answer.py?answer=180188. If your email was working previously, follow the steps below.
1. Open Apple Mail. At the top left corner of your screen you should see the Apple Menu followed by Mail, File, Edit, View, Mailbox, Message, Format, Window, Help.Click on Mail followed by clicking on Preferences from the drop-down list.
2. Go to the Accounts tab at the top of the box. It should be the second one.
3. Click on your Casscomm account on the left in the Accounts menu.
4. Please enter the following information:
Account Type: POP
Description: Casscomm
Email Address: [yourusername]@casscomm.com
Full Name: Your Name
Incoming Mail Server: pop.gmail.com
User Name: [yourusername]@casscomm.com
Password: [Your Password]
5. Next, click on the drop down menu where it says, Outgoing Mail Server: (SMTP). Click on Edit SMTP Server List.
6. A new menu should pop up. Click on the plus sign (+) in the middle of this box. In the account information, type in Casscomm followed by entering the Server Name: smtp.gmail.com. Next, click on Advanced.
7. Next check-mark Use Custom Port: and enter 465.
8. Use Secure Sockets Layer (SSL) needs to be checked. Authentication needs to be changed to password, followed by entering in:
User Name: [yourusername]@casscomm.com
Password: [Your Password]
Click on OK.
9. Outgoing Mail Server (SMTP): needs to be changed to Casscomm from the drop-down menu. Use only this server is not checked.
10. Next, click on the Advanced tab. (This is above Account Type in the section you are currently in)
11. At the bottom of this page it should say the following:
“Check with your system administrator before changing any of the advanced options below:”
Port: 995 Use SSL (checked)
Authentication: Password
12. Close out of this box, hit Get Mail, and your email should now be working! - Outlook ExpressOutlook Express
If you setting up your email for the first time, follow the steps at: http://mail.google.com/support/bin/answer.py?answer=76147. If your email was working previously, follow the steps below.
1. Open up Outlook Express.
2. Go to Tools at the top of your screen followed by clicking on Accounts.
3. Click on the Default Account (It may say, mail.casscomm.com) followed by clicking on Properties on the right.
4. Go to the Servers tab.
5. Please insert the following:
My incoming mail server is a POP3 server
Incoming Mail (POP3): pop.gmail.com
Outgoing Mail (SMTP): smtp.gmail.com
6. Incoming Mail Server: Account Name [yourusername]@casscomm.com, next enter in your password followed by clicking remember password if you want it to remember your password for you. Log on using Secure Password Authentication should be unchecked.
7. Outgoing Mail Server: My server requires authentication needs to be checked.
8. Next, go to the Advanced tab, it should say Server Port Numbers towards the top.
9. In this box it should say “This server requires a secure connection (SSL)” twice, once under Outgoing mail and another under Incoming mail. These both need to be checked.
10. At the top of this box it should say “Outgoing mail (SMTP):” The number is most likely 25 after these changes. You need to delete 25 and replace it with 465.
11. Next, go to the “Incoming mail (POP3):” directly underneath the “Outgoing mail (SMTP):” that you have just changed. “Incoming mail (POP3):” should already say 995. If it doesn't, please change it to 995.
12. Click on Apply at the bottom of this box, followed by clicking on OK.
13. Your email should now be working! - Outlook 2003Outlook 2003 (Other versions of Outlook will be similar, but not the same)
If you setting up your email for the first time, follow the steps at: http://mail.google.com/support/bin/answer.py?answer=75291. If your email was working previously, follow the steps below.
1. Open up Outlook 2003.
2. Go to Tools at the top of your screen followed by clicking on E-mail Accounts.
3. A new box pops up asking if you would like to add a new e-mail account or “View or change existing email accounts”. You must click on View or change existing email accounts followed by clicking on Next.
4. Click on the default account (should be a CASSCOMM account) followed by clicking on Change on the right.
5. Please enter the following:
User Information: Doesn't Change
Logon Information: User name: [yourusername]@casscomm.com, Enter your password,
followed by checking remember password if you would like Outlook to remember your
passsword for you. Log on using Secure Password Authentication(SPA) needs to be unchecked.
6. Server Information is next. Incoming mail server (POP3): needs to be changed to pop.gmail.com and Outgoing mail server (SMTP): needs to be changed to smtp.gmail.com
7. Next, click on More Settings, this new box should be called “Internet E-mail Settings” and should have 4 tabs across the top labeled “General, Outgoing Server, Connection, Advanced”. First, click on the Outgoing Server tab.
8. My Outgoing server (SMTP) requires authentication needs to be checked. You should also check “Use same settings as my incoming mail server”.
9. Next, go to the Advanced tab.
10. First, check mark both of the boxes that say “This server requires an encrypted connection (SSL). These are located directly underneath the Incoming server (POP3): and Outgoing Server (SMTP). “Incoming mail (POP3): needs to be changed to 995. Outgoing server (SMTP): needs to be changed to 465. Click OK.
11. You should be taken back to the E-mail Accounts box. Click on Finish and your E-mail should now be working! - Android PhonesEmail Setup on Android 3.1 or 3.2 Honeycomb (Usually Tablets)
1. Go to Settings
2. Then to Accounts and Sync
3. If you currently have a casscomm account set up that is not working we will first need to delete that account. If you currently do not have a casscomm account set up go to step 4.
First touch your CASSCOMM account followed by touching “Remove Account” on the upper right side of your screen. A new box will pop up asking you if you really want to delete this account. Touch “Remove Account”.
4. Touch the “Add Account” button.
5. Touch “Email” (also possibly IMAP or POP Email) *Note: Do not touch Gmail on this one.
6. Type in your email address (myname@casscomm.com) followed by typing in your password.
7. Touch “Next”
8. Touch “IMAP”
9. On the IMAP Server field, delete imap.casscomm.com if it is in there. Change it to imap.gmail.com
10. On Security type please select SSL followed by touching next.
11. On the SMTP Server field, delete smtp.casscomm.com if it is in there. Change it to smtp.gmail.com
12. On Security type please change this to SSL as well followed by touching next.
13. Click Next again ( It may also say Finish Setup)
14. You have now setup your email.
15. **Only on Tablets**
Optionally you may give this email account a name (for example, CASSCOMM)
Finally, In the “Your Name” field please type in your name.
You have now finished setting up your email.
Android 2.3 Gingerbread (Newest Phones)
1. Go to your Applications
2. Open Email
3. Type in your Entire email address and password
4. Select “IMAP”
5. Change the username field so that it is your entire email address (For example: myname@casscomm.com).
6. Change the IMAP (Incoming) server to “imap.gmail.com”.
7. Change the security type to SSL and make sure that the port has changed to 993.
8. Select Next
9. Change the SMTP server to “smtp.gmail.com”.
10. Change the security type to SSL and make sure that the port has changed to 465.
11. Hit “Next”, followed by hitting “Next” again.
12. You may now optionally give this account a name such as “Email” or “Casscomm”.
13. In the “Your Name” field please type your name.
14. Select Next
15. You have now finished setting up your email.
** Email setup can differ a little based on who makes the phone (not the carrier). Some brands add a new layout on top of android which can change how you get to things. These instructions were used and verified on a standard emulator of android and have not been tested on brand specific devices. - Windows Phone 7Windows Phone 7
1. On Start, flick left to the App list, tap Settings and then tap Email & accounts.
2. Tap Add an account > Other Account
3. Tap the Email address box and then type your email address. For example: me@casscomm.com
4. Tap the Password box, and then type your password
5. Tap Sign in.
6. A message will pop up saying that the correct settings could not be found. Tap Try Again.
7. It will pop up the same message again, but this time we will need to tap on Advanced.
8. In Advanced Setup, tap Internet Email Account.
9. In Account name – Type in Casscomm
10. In Your Name – Type in your name.
11. In Incoming Mail Server – Type in imap.gmail.com
12. In Account Type - Tap IMAP4
13. In Username – Type in your entire email address. For example: me@casscomm.com
14. In Password – Type in your password
15. In Outgoing (SMTP) mail server – Type in smtp.gmail.com
16. In Outgoing server requires authentication and Use the same user name and password for sending mail – select outgoing server requires same settings as incoming server, or just check the box.
17. You will now need to tap on Advanced Settings.
18. You need to check the box that says Require SSL for Incoming mail and also again for Outgoing mail.
19. Tap Sign in. - Kindle Fire Email SetupKindle Fire Email Setup
1. Open the built-in email application.
2. Touch Gmail from the email presets.
3. Enter your full email address (ex: youremail@casscomm.com) followed by typing in your password. Hit next.
4. Select IMAP from the list.
5. The default Username, IMAP Server, and Security Type are incorrect. You will need to enter the following:
Username: Your full email address (ex: youremail@casscomm.com)
IMAP Server: imap.gmail.com
Security Type: SSL
Hit next.
6. This page will ask for the Outgoing Server settings. Please enter the following:
SMTP Server: smtp.gmail.com
Security Type: SSL
7. Hit finish and your email should now be working!