Common Errors / Solutions

    > I can’t log in to the “My Account” page

    If you are experiencing problems logging into “My Account,” please try the following:

    A. Check your Member ID and password

  • Make sure you are entering the correct Member ID. It should be the portion of your Email address before @netzero.com
  • Check to see that the Caps Lock key is not on while entering your password.
  • If you signed up for an account over the phone and are having problems with your Member ID or password, click here.

    If you are sure that you are entering the correct Member ID and password, but the logon screen keeps looping back each time, try the following:

    B. Adjust your system clock

  • Check your system’s clock by double-clicking on the time, which is usually found in the lower right-hand corner of the screen.
  • Make sure the time is the correct local time and the calendar is set to the correct date. If not, correct it.
  • Check the Time Zone to ensure it is set to your proper location.
  • Click OK when finished.
  • Click the Start button and select Shut Down.
  • Restart Windows.
  • Login again to the NetZero My Account page.
  • If the above steps do not solve the problem, try the following:

    C.Delete cookies and temporary Internet files

    For Internet Explorer 7.x and newer users:

  • Open Internet Explorer.
  • From the Tools menu, select Internet Options.
  • Select the General tab.
  • Under Browsing history, click Delete.
  • Click Delete cookies button under Cookies.
  • Click OK to confirm.
  • Click Delete files button under Temporary Internet Files.
    Note: Check the box Delete all offline content to delete the offline files saved on your system.

  • Click OK to confirm.
  • Click Close.
  • Click OK to exit.
  • Restart the browser

    For Google Chrome users:

  • Click on the Google Chrome icon to launch the browser.
  • Click on the Chrome menu on the browser toolbar
  • Select Tools
  • Select Clear Browsing Data.
  • A dialogue window will appear, providing you with a list of checkboxes for the types of information that you wish to have removed
  • Use the menu at the top to select the amount of dara that you want to delete. Select Beginning of Time to delete everything
  • Click Clear Browsing Data.
  • Restart the browser

    For Firefox users:

  • Click on the Firefox icon to launch the browser
  • At the top of the Firefox window, click Firefox button and then select Options.
  • Select the Privacy panel.
  • In the History section, set Firefox will: to Use custom settings for history.
  • From the far left side Click the Show Cookies… button.
  • From the popup screen click Remove All Cookies.
  • Close all windows and restart Firefox.

    For Safari 6 and 7 users:

  • Click on the Safari icon to launch the browser
  • Form the menu Click on Develop
  • Click on Empty Cache
  • Restart browser

    D. Adjust your browser’s security settings

    For Internet Explorer 6 to 11 users:

  • Open Internet Explorer
  • Go to the Tools menu.
  • Select Internet Options.
  • Click on the Security tab.
  • Click on the Default Level button
  • Change the security slider to the Medium setting.
  • Click OK.
  • Restart the browser
  • > Error: Please Close all Open Web Browser Windows

    If you trying to install the NetZero software and are receiving an error that you need to close all open web browser windows, please follow the steps below.

    Close iexplore.exe Process

    Windows 95/98/ME Users:

  • Press and hold the Ctrl, Alt and Delete keys at the same time.
  • A window will appear, listing all of the programs running on your system.
  • Locate iexplore and click End Process.
  • Now Install the NetZero software.

    Windows XP and other Users:

  • Press and hold the Ctrl, Alt and Delete keys at the same time.
  • Select Start Task manager.
  • Select the Processes tab.
  • Locate iexplore and click End Process.
  • Now install the NetZero software.
  • > Error 678: Remote modem not responding

    Several factors can cause the ‘Remote modem not responding’ error. The following information should help you to identify the cause of the error and resolve this issue.

    A. Check that your modem is properly connected

    There are two modem outlets on the back of your computer. The correct outlet will be labeled as Line or will have a picture of a wall jack next to it. Please verify that the telephone cord is connected from the wall jack directly into the correct modem outlet.

    If you have other devices connected between the wall jack and the modem (such as fax machines, caller id boxes, or other phones), these could be interrupting the dial tone. Disconnect any devices other than the modem and try reconnecting to NetZero. If this resolves the problem, reconnect the devices to a different wall jack.

    B. Check your Modem settings

    Windows 98/ME Users:

  • Click the Windows Start button, point to Settings and select Control Panel.
  • Double-click Modems and click the Properties button.
  • Set the speed for your modem from the Maximum Speed, menu. For 14.4 modems use 19200, for 28.8 modems use 38400 and for 56k use 57600.
  • Make sure Only connect at this speed is not checked
  • Select the Connection tab.
  • Under Call Preferences, ensure that the box marked Cancel the call if not connected within is unchecked. Some modems may not allow you to change the call preferences.
  • Click OK then click Close to exit.
  • Retry your NetZero connection.

    Windows XP/2000 Users:

  • Click the Windows Start button and select Control Panel.
  • Windows 2000 users: Click Settings and then Control Panel.
  • Double-click on the Phone and Modems icon.
  • Windows XP users: If you don’t see this option, click Switch to Classic View after Step 1.
  • Select the Modems tab, highlight your modem and then click on the Properties button.
  • Select the Modems tab, and set your modem speed from the Maximum Port Speed menu. For 14.4 modems use 19200, for 28.8 modems use 38400 and for 56k use 57600.
  • Select the Advanced tab and click on Change Default Preferences.
  • Under Call Preferences, change the value of the box marked Cancel the call if not connected within to 255. Some modems may not allow you to change the call preferences.
  • Click OK three times to exit.
  • Retry your NetZero connection.

    Windows Vista Users:

  • Click the Windows Start button and select Control Panel.
  • Click on Hardware and Sound and then click on the Device Manager link.
  • Double-click on Modems or click on the ‘+’ sign next to Modems.
  • Right-click on your modem in the list and click on Properties.
  • Click the Modems tab, and set your modem speed from the Maximum Port Speed menu. For 14.4 modems use 19200, for 28.8 modems use 38400 and for 56k use 57600.
  • Select the Advanced tab and click on Change Default Preferences.
  • In General tab, under Call Preferences, change the value of the box marked Cancel the call if not connected within to 255. Some modems may not allow you to change the call preferences.
  • Click OK and OK again to exit.
  • Retry your NetZero connection.

    C. Check your Dialup settings

  • Make sure you have the NetZero software configured to dial your local access number number correctly. Some areas may require you to dial the area code plus the number even if you are dialing into the same area code. You may want to call your operator to find out the proper methods for dialing numbers in your area.
  • Click here for more information about setting up the dialing portion of your NetZero software.
  • If you are trying to disable your call waiting, make sure that the correct code is being used.
  • If your phone requires pulse dialing, make sure that you are not using tone dialing.

    D. Change your access numbers

    Note: If you are subscribed to NetZero’s Toll-Free service please skip to step E.

    If you are having trouble connecting to the NetZero service, try changing the access numbers you currently use to connect.

    Change access numbers and verify your dialing preferences

    Sometimes a bad access number may prevent you from making a successful connection. Pay special attention to the number listed on your NZTV screen during the connection process. If your connection fails after dialing the first access number, try removing that number from your selected list of access numbers and add other numbers that are local to you. Also, verify your dialing preferences.

    WARNING: THE USE OF SOME TELEPHONE ACCESS NUMBERS MAY RESULT IN LONG DISTANCE CHARGES. IN SELECTING YOUR ACCESS NUMBER(S), PLEASE NOTE THAT ALTHOUGH AN ACCESS NUMBER MAY BE IN YOUR AREA CODE OR LOCATED IN YOUR GENERAL GEOGRAPHIC REGION, IT MAY NOT NECESSARILY BE A LOCAL NUMBER FOR YOU. YOU MAY INCUR SUBSTANTIAL TELEPHONE CHARGES IF YOU CHOOSE ACCESS NUMBERS THAT ARE NOT COVERED BY YOUR LOCAL CALLING PLAN. WE URGE YOU TO CHECK WITH YOUR TELEPHONE COMPANY TO FIND OUT WHICH NUMBERS ARE LOCAL FOR YOU BEFORE USING A NUMBER FROM THIS LIST.

    To change access numbers and verify your dialing preferences:

  • Double-click the NetZero icon.
  • Click Settings on the Welcome screen and then click Locations.
  • Select your location (e.g. Home) and click Modify.
  • On the Set-Up a Dialing Location screen, verify the number of the telephone line connected to your computer. Do not turn off call waiting unless you have it enabled/active on your telephone line.
  • Click Continue.
  • The next screen allows you to select local access numbers. Check all the local numbers available to you. If you dial 10-digits to reach someone within the same area-code, check the Area Code box for each selected access number. If you dial 11-digits to reach someone within the same area-code, check the Dial 1 and Area Code boxes for each selected access number.
  • Click Continue and then click Finish to proceed to the logon screen.
  • Retry the NetZero connection.

    E. Add three commas to your custom suffix

    Try using three commas in your suffix

    Entering three commas after the phone number may solve connection problems. Try the following steps:

  • Double-click the NetZero icon on your Desktop.
  • Click Settings on the Welcome screen and then click Locations.
  • On the Dialing Location screen, highlight your preferred location (i.e. Home) and click Modify.
  • On the Set-Up a Dialing Location screen, click Advanced.
  • On the Advanced Dialing screen, type three commas ,,, in the Suffix text box and click Continue.
  • Click Continue, and click Continue again.
  • On the Congratulations screen, confirm that the numbers you have chosen are displayed and that the three commas are included in the suffix.
  • Click Finish and retry the NetZero connection.

    Placing 3 commas after the phone number will pause your computer’s modem to wait for the signal (56K) coming from your access number’s modem. If some brands of modems do not receive the signal immediately, they will automatically disconnect or look for the next connection speed (33.6k, 28.8k, etc). Although your access number’s modem tries to connect at 56K, your computer’s modem may try to connect at 33.6k or lower, possibly resulting in no connection at all.

    F. Upgrade your modem drivers or enter an initialization string

    Modem drivers and initialization strings help your modem communicate properly with our servers, thus ensuring a more stable Internet connection. You can download modem drivers and obtain initialization strings for most modems at:

    http://www.modemhelp.net/stringlist.shtml
    http://www.modemhelp.org/inits/

    Disclaimer: NetZero is not affiliated in any way with these Web sites and does not make any endorsements or guarantees for their service.

    Once you have an initialization string for your modem, you can enter it in by following the steps below.

    Windows 98/ME Users:

  • Double-click the My Computer icon on your Desktop.
  • Double-click the Dial-Up Networking folder, and highlight the NetZero connectoid.
  • Select Properties from the File menu, and click on the Configure button
  • Select the Connection tab.
  • Click the Advanced button and type the initialization string in the Extra Settings textbox.
  • Click OK and then click OK again.
  • Close Dial-Up Networking and My Computer.
  • Retry the NetZero connection.

    Windows XP/2000 Users:

  • Click the Windows Start button and select Control Panel.
  • Windows 2000 users: Click Settings and then Control Panel.
  • Double-click the Phone and Modem Options icon.
  • Windows XP users: If you don’t see this option, click Switch to Classic View after Step 1.
  • Highlight your modem and select Properties.
  • Click the Advanced button and type the initialization string in the Extra initialization commands textbox.
  • Click OK and then click OK again.
  • Retry your NetZero connection.

    Windows Vista Users:

  • Click the Windows Start button and select Control Panel.
  • Click on Hardware and Sound and then click on the Device Manager link.
  • Double-click on the Modems or click on the ‘+’ sign next to Modems.
  • Highlight your modem from the list, right-click and select Properties.
  • Click the Advanced button and type the initialization string in the Extra initialization commands textbox.
  • Click OK and then click OK again.
  • Retry your NetZero connection.
  • > Connection Failure – The memberID or password you have entered is incorrect or problem connecting to the Internet. Error 691 or 1273

    Important ! Be sure to enter your password all in lower case. If your password is not working, please check to see that your Caps Lock key is not active. Note: If you forgot your password, there is a Forgot my Password button on the Logon screen.

    If you have recently upgraded to or downloaded the latest version of the NetZero software and are receiving this error, please click here.

    The 691 or 1273 error can be caused by several factors. The following information should help you to identify the cause of the error and resolve this issue.

    A. Are you entering your Member ID and Password correctly?

    Ensure that you are entering your NetZero Member ID and Password correctly. Note that your Member ID is everything to the left of the @ symbol in your email address. For example, the Member ID for bobjones@netzero.com is bobjones.

    Be sure to enter your password all in lower case. If your password is not working, please check to see that your Caps Lock key is not active.

    Note: If you forgot your password, remember that there is a Forgot my Password button on the Welcome screen.

    B. Was your account successfully created?
    If your NetZero account was created, you should have seen the confirmation screen below with your new account information. In addition, if you were ever able to successfully log in to your account, it should be valid.

    C. Do you have the software set to automatically remember your Password?
    Sometimes, the password entered into the NetZero software may be changed. This can happen if, for example, someone accidentally presses a key on the keyboard. If you are sure your password is correct, delete the password currently in the software and re-type it. If the password was accidentally changed, this will fix the error.

    D. Have you reset your password recently?
    If you have reset your password recently, make sure to enter the new password into the NetZero software, especially if you have it set to remember your password. If you are unsure which password the software remembers, clear the existing password, and enter your new password on the NetZero Log-on screen before attempting to connect. If you never reset your password, it should be the same one you used when signing up for a NetZero account. Remember to enter your password in all lower case letters.

    E. Is your access number valid?

    To find available access numbers in your area, click here.

    WARNING: THE USE OF SOME TELEPHONE ACCESS NUMBERS MAY RESULT IN LONG DISTANCE CHARGES. IN SELECTING YOUR ACCESS NUMBER(S), PLEASE NOTE THAT ALTHOUGH AN ACCESS NUMBER MAY BE IN YOUR AREA CODE OR LOCATED IN YOUR GENERAL GEOGRAPHIC REGION, IT MAY NOT NECESSARILY BE A LOCAL NUMBER FOR YOU. YOU MAY INCUR SUBSTANTIAL TELEPHONE CHARGES IF YOU CHOOSE ACCESS NUMBERS THAT ARE NOT COVERED BY YOUR LOCAL CALLING PLAN. WE URGE YOU TO CHECK WITH YOUR TELEPHONE COMPANY TO FIND OUT WHICH NUMBERS ARE LOCAL FOR YOU BEFORE USING A NUMBER FROM THIS LIST.

    Note: You are solely responsible for all telephone charges related to accessing our services. NetZero will not reimburse you for any such charges, including long distance or toll charges.

    F. Do you have the latest version of NetZero?

    If you are not sure if you have the latest version of NetZero, click here.

    G. Do you have the correct encryption settings?

    If you’re using Windows XP:

  • Double-click the My Computer icon on your desktop.
  • Double-click the Dial-Up Networking icon.
  • Click once on the NetZero icon to highlight it.
  • From the File menu, select Properties.
  • Select the w Server Types tab.
  • Ensure that the option labeled Require encrypted password is NOT checked.
  • Click OK.
  • Click OK.