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Let our new Connection Wizard pinpoint your problem!

The NetZero Connection Wizard is our newest help tool. Download it today to identify and resolve many common issues that may prevent you from successfully connecting to the Internet.

To use the NetZero Connection Wizard, you will need to have a Windows Operating System (other than Windows NT) running on your computer. If you cannot download the NetZero Connection Wizard from your computer, simply download it onto a diskette from any computer with Internet access and then install it on the computer you would like to fix.

Click here to download the Connection Wizard.

If you having trouble accessing Web pages with NetZero HiSpeed, there are several steps to try to troubleshoot the issue:

Troubleshooting Steps
A. Restore your default browser settings (Internet Explorer users)
B. Adjust your firewall settings*
C. Change your firewall settings to allow 'exec', 'x1exec' and 'Zcast' to access the Internet*
D. Close background programs
E. Uninstall and reinstall the NetZero HiSpeed software

* = If applicable


A. Restore your default browser settings (Internet Explorer users)

Sometimes your browser settings may have been altered, preventing pages from appearing correctly. Setting your browser settings to their default may fix this problem.

Internet Explorer 7.x:

  1. Open Internet Explorer.
  2. Go to the Tools menu and select Internet Options.
  3. Click the Advanced tab.
  4. Click the Reset all Defaults button under Internet Explorer Default Settings section.
  5. Click Reset all Defaults again in the Internet Explorer Default Settings window.
    Note: Click OK in the Internet Explorer window suggesting you to close all the open windows or programs. Please make sure that you save all your work in the other programs and close them before you attempt to reset your default settings.
  6. Click Close.
  7. Click OK and restart your Internet Explorer for the changes to be applicable.

Internet Explorer 5.x and 6.x:

  1. Open Internet Explorer.
  2. Go to the Tools menu and select Internet Options.
  3. Click the Advanced tab.
  4. Click the Restore Defaults button
  5. Click OK.

Back to the menu


B. Adjust your firewall settings

In order to successfully connect to NetZero HiSpeed, you will need to change the Internet security setting of your firewall program to a setting that is compatible with any dial-up ISP such as NetZero, usually Medium.

Occasionally, after the initial installation of the NetZero software, you may receive a notice that exec, x1exec or ZCast is trying to logon to the Internet. If you see this message, please ensure that you click Yes to allow the NetZero software access to the Internet. If you don't allow access, our software will be unable to function properly.

Back to the menu


C. Change your firewall settings to allow 'exec', 'x1exec' and 'Zcast' to access the Internet

When you log on to NetZero for the first time with a firewall program installed, the program may ask if you want to allow exec, x1exec or Zcast to connect to the Internet. exec.exe, x1exec.exe and Zcast.exe are the internal names of the NetZero HiSpeed program, and must be given access privileges in order to work correctly. If you accidentally chose to prevent exec, x1exec or Zcast from accessing the Internet, you will likely get NetZero HiSpeed Unavailable errors when trying to get online.

To fix this, you will need to change your firewall's setting to allow exec, x1exec and Zcast to access the Internet.

Note: If you have multiple firewalls installed on your computer, you will need to allow exec, x1exec.exe and Zcast.exe to access the Internet on all the firewalls installed.

Click here, for instructions on how to allow NetZero HiSpeed to connect to the Internet.

Back to the menu


D. Close background programs

You may need to disable any programs running in the background (usually found in your system tray in the lower-right hand corner). To do this, please try the following:

  1. Press and hold the Ctrl, Alt and Delete keys at the same time.

    1. Press and hold the Ctrl, Alt and Delete keys at the same time.
    2. A window appears listing all of the programs running on your system.
    3. For every program EXCEPT Explorer and Systray, click once on each program listed to highlight it, and then click End Task.



      Note: Each time that you click on the End Task button, you will have to press and hold the Ctrl, Alt and Delete keys to bring the Close Program window back up.
    4. Try your NetZero connection again. If this resolves the problem, close NetZero and restart your machine. Repeat the above steps, clicking End Task for only one program at a time. Each time you use End Task, try your NetZero connection again. If you encounter the error again, you will know which program is creating the conflict.

After disconnecting from NetZero, you can launch the applications that you had closed again by rebooting your computer.

Back to the menu


E. Uninstall and reinstall the NetZero HiSpeed software

If the above issues do not resolve the problem, the NetZero HiSpeed software may have become corrupted and should be uninstalled and reinstalled.

  1. Visit http://my.netzero.net/s/download to begin downloading the NetZero HiSpeed setup file.
  2. Save the setup file to your Desktop.
  3. When the download is completed, a NetZero HiSpeed setup icon will appear on your desktop.
  4. Go to your control panel by double-clicking My Computer, then double-clicking Control Panel
  5. Double-click Add / Remove Programs.
  6. Find the listing for NetZero HiSpeed and click the button to Remove it.
  7. Close the control panel and restart your computer by clicking the Start button and selecting Shut Down, then Restart.
  8. Once your computer has been restarted, Double-click the setup icon to reinstall NetZero HiSpeed.

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