Frequently encountered Tech Support Issues:

Problem: Invalid Username/Password Error on dial-up
Solution: Check Error log to make sure account is active. Have customer re-type username and password. Authorization info is case sensitive, so make sure they are typing it correctly. Shut down/re-start computer if still having trouble.
If the error log shows simultaneous login attempts, make sure someone isn't dialing in with the same password from another computer. If the customer is certain that there is no actual simultaneous attempts, log into the radius management console and delete their username from the list. If you do not have access to the radius console, have the customer wait appr. 15 minutes so their username times out and have them try again.
If the customer is dialing into a national access number either in VT or out of state, add @pshift.net to the end of their dialup username.
Problem: Failed to connect to the remote computer or other connection errors resulting in an incomplete dialup connection.
Solution: 1) Make sure you have the latest drivers installed for your modem. Drivers are available for download on the modem manufacturer's web site. Manufacturers will usually send drivers to you on disk if you can not establish a connection for download.
2) Do not use a splitter on the line which your modem uses. Connect the modem directly into the wall and directly into your computer. Also, use quality telephone cord.
3) Use only one telephone cord in your connections. Using anything to make the cord longer can weaken your signal.
4) Check to see if there is static on the phone line your modem is using. Plug a regular phone in and listen for static. You can also call your telephone company and they will check for noise on your line. Static can greatly weaken your signal strength or stop you from connecting.
5) Try using a different local access number to you. Your call will follow a different path which may be better for you. If there are no other local numbers for you then try dialing 1 and the area code for the number you are currently using. This will also bring the phone call on different lines which might be better for you.
Problem: Frequently disconnected ("kicked off line.")
Solution: Your connection with Power Shift is dependent on the quality of the copper phones lines and equipment between your computer and our Network Access Servers. With an analog connection, your phone signal routes through many paths of potential old wires and through numerous switching stations. Any glitches along this path may cause unstable connections and disconnects. Any noise that you may hear on your phone line is a good indicator that you may not be able to get a stable connection. Weather conditions may also interfere and hinder your connection.
Problem: Cannot receive email "could not find server" error.
Solution: Ensure customer has the correct POP3 and SMTP servers specified under "tools" - "accounts" - "properties" - "servers" tab, in Outlook Express
If their email address is @pshift.com , servers should be as follows:
Incoming mail (POP3) Server: pop.pshift.com
Outgoing mail (SMTP) Server: smtp.pshift.ccom
If their email address is at another of our domains (stowevt.net/stowe.nu etc..), the incoming and outgoing mail servers should reflect that domain.
 
Example: if customers email address is customer@stowevt.net , then the servers would be:
POP3 Server: pop.stowevt.net
SMTP Server: smtp.stowevt.net
 
Also make sure that Outlook express is calling for a dial-up connection in "internet options" on the "connections" tab. "Always dial my default connection" should be chosen.
Problem: Disconnected after sending or receiving mail
Solution: In Outlook Express, click on "tools" , then "options". Then click on the "Connections" tab. Uncheck the box next to "Disconnect after sending or receiving".
Problem: OE has removed access to attachments
Solution: In Outlook Express, Click the "tools" and choose "options" from the dropdown menu. Click the "Security" tab and uncheck the box labeled "Do not allow attachments to be saved or opened that could potentially Contain a virus".
Problem: Server has stopped responding after a long period of inactivity when receiving Mail. This will generally be caused either by an unusually slow dialup connection or A message sent with a large file attachment. This can also be followed by Invalid username/password errors due to server timeouts.
Solution: The customer should first wait 10-15 minutes for the mailbox to become unlocked by the server timeout. After that, they should log into their webmail box and check for messages with large attachments. They should either be able to download the attachment from the web or delete the message containing it to allow the flow of mail to resume into their local inbox on their computer.