Common Errors / Solutions
- 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.
- 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
- 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.
- 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.
- 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.
- Click the Windows Start button, point to Settings, and select Control Panel.
Windows XP category view : Click Start and select Control Panel. - Double-click the Internet Options icon.
- Select the Privacy tab.
- Click Default button under Settings section.
- Change your settings to be less restrictive by moving the slider down so that you can accept cookies.
- Click OK.
- Click the Windows Start button, point to Settings, and select Control Panel.
Windows XP category view : Click Start and select Control Panel. - Double-click the Internet Options icon.
- Select the Privacy tab.
- Change your settings to be less restrictive by moving the slider down so that you can accept cookies.
- Click OK.
- Go to Google Chrome and Click on Wrench icon.
- Select Settings.
- At the bottom of the page click on Show advanced settings…
- In Privacy section click on Content settings…
- In cookies section to enable the cookies ensure that the box Allow local data to be set for the current session only is checked and to disable uncheck the box.
- click OK
- Dial in to NetZero. If you determine that you are having problems sending, STAY CONNECTED, then:
- Click on the Windows Start button and click on Run.
- In the Open field, type: winipcfg and click OK.
- From the drop-down menu, select PPP Adapter.
- Find the listed IP Address, copy it down exactly, then:
- Click here to send an email to Customer Support.
- 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.
- Double-click the My Computer icon on your Desktop.
- Double-click the Dial-Up Networking icon and highlight the NetZero icon it.
- Select Properties from the File menu and then click on the Server Types tab.
- Ensure that the option labeled Require encrypted password is NOT checked.
- Click OK and then click OK again.
- Retry the NetZero connection.
- Click on the Windows Start button, select Connect To and choose Show all connections.
Windows 2000 users: Click Start, then Settings, and then click Network and Dial-up Connections - Right-click the NetZero icon and select Properties.
- Select the Security tab and check Allow unsecured password under Security Options.
- Click OK and then close the Network Connections window.
- Retry the NetZero connection.
- Click Start and Control Panel.
- Click on Network and Internet and then on Network Center.
- Under Network and Sharing Center click on Manage Network connections.
- Right-click on the NetZero icon and select Properties.
- Select the Security tab, click Advanced and then click on Settings.
- Ensure that the option labeled Unencrypted password(PAP) is checked.
- Click OK and then click OK again.
- Retry the NetZero connection.
- 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.
- 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.
- 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.
- Save all unsaved work and close all programs.
- Click on the Windows Start button and select Shut Down.
- Check the circle next to Restart and click OK.
- If you have an external modem, turn the power off then back on. If there is no on/off switch on the modem, you may have to un/replug the modem’s power supply.
- Once the computer has finished booting up, try connecting to NetZero once again.
- If you still receive this error message, please follow the instructions below to configure Windows network components for DUN and modify your system settings.
- On your desktop, double-click the My Computer icon.
- Double-click the Control Panel icon.
- Double-click the Network icon.
IMPORTANT! Before making any changes to your Network settings, please ensure that you have your Windows CD. - Double-click TCP/IP->Dial-Up Adapter.
Note: If you get a TCP/IP Properties Information window, click OK. - Ensure that only the circle next to Obtain an IP address automatically is checked.
- Select the WINS Configuration tab.
- Ensure that only the circle next to Disable WINS Resolution is checked.
- Select the Gateway tab.
- Ensure that all the fields are blank.
- Select the DNS Configuration tab.
- Ensure that the circle next to Disable DNS is checked.
- Select the Bindings tab.
- Ensure that only Client for Microsoft Networks is checked.
- Select the Advanced tab.
- Ensure that None is in the Property field.
- Select the NetBIOS tab.
- No changes are necessary.
- Click OK.
- Click OK to exit.
- Click on the Windows Start button.
- Point to Settings and select Control Panel.
- Double-click the Network icon.
There will be a number of network components in the configuration tab. To eliminate the possibility of file corruption or misconfigured settings, we recommend that you remove and reinstall the three components listed below:- Client for Microsoft Networks
- TCP/IP
- Dial-Up Adapter
- Highlight the first component in the list and select Remove.
Note: If you are on a LAN (Local Area Network), do not remove the network adaptors and protocols. Please contact your administrator for instructions. If you use AOL, do not remove AOL Adaptor or TCP/IP. - Repeat Step 4 until the three components listed above are removed.
- Click OK.
- If prompted to Restart the System, click No.
- Highlight TCP/IP>Dial-Up Adapter and click on the Add button.
- Highlight Client for Microsoft Networks and click on the Add button.
- At this point you should be back in Control Panel.
- Restart your computer and try your NetZero connection again.
- If your connection fails, complete the following steps to completely uninstall and reinstall Microsoft Dial-up Networking (DUN).
- Double-click the Add/Remove Programs icon.
- Select the Windows Setup tab.
- Double-click on Communications.
- Uncheck Dial-Up Networking.
- If prompted with a message about Dial-Up Networking being required by other components, click Yes.
- Click OK.
- When back at the Windows Setup tab click Apply.
- Double-click on Communications again.
- Recheck Dial-Up Networking.
- Click OK.
- When back in the Windows Setup tab, click OK again to save the settings.
You may now be prompted for the Windows CD-Rom, or the file copy may begin automatically. If prompted for the Windows CD, insert the CD and click OK. If you are still prompted for it after clicking OK, verify that the drive letter listed in Copy files from is your CD-rom drive.
Note: If, during this process, you see a warning about “Version Conflict” or “A file being copied is older,” click No. If you are prompted that the “file is not found,” you are not using the CD-rom that was used to install Windows on your machine.
During the File Copy, you may see a window asking you to enter a computer name and workgroup name. Click OK. You will see the Network Identification window:- For Computer name, enter your last name in all lower case.
- For Workgroup name, enter workgroup. Click Close.
- More files will be copied from your Windows installation media. When the File Copy is over you should be prompted with a message of System Settings Changed. Click OK.
- If prompted to restart the computer, click Yes.
- Retry the NetZero connection.
- Go to the Apple Menu, select Control Panels and choose Modem.
- In the Modem window, choose your modem from dropdown menu (Such as Apple Internal 56K Modem)
- Change the Sound and Dialing preferences as needed.
- Make sure the box next to Ignore dial tone is NOT checked.
- Go to the File Menu and select Quit. If you are asked to save your changes, click Yes.
- Go to the Apple Menu, choose Control Panels, and select Remote Access.
- Click Options…
- Click the Protocol tab.
- Make sure the box next to Connect automatically when needed is unchecked.
- Click OK.
- Go to the File Menu and select Quit. If you are asked to save your changes, click Yes.
- Retry your NetZero connection.
- Go to the Apple Menu, select Control Panels, and choose TCP / IP.
- Make sure Connect via: is set to PPP.
- Make sure that Configure: is set to Using PPP Server.
- Go to the File Menu and select Quit. If you are asked to save your changes, click Yes.
- Click the Apple Menu and select Control Panels.
- Click Remote Access.
- The name, password, and number fields must be BLANK.
- Click Options.
- Click the Protocol tab.
- Clear the box next to Connect automatically when starting TCP/IP applications.
- Click OK.
- Click the File Menu and select Quit. If you are asked to save your changes, click Yes.
- Go to the Apple Menu and select System Preferences…
- In the Internet & Network section, click the Network icon.
- Choose Internal Modem from the Show: dropdown menu.
- Click the Modem tab.
- Make sure the modem type next to Modem: displays your correct modem. Most Macintoshes come standard with an Apple Internal 56K Modem. Change the modem type accordingly.
- Click Apply Now and exit the System Preferences.
- Go to the Apple menu and select System Preferences…
- In the Internet & Network section, click Network icon.
- Next to Show, click the drop-down menu to display Internal Modem.
- Select the PPP tab and click the PPP Options button.
- Make sure the box next to Connect automatically when needed is unchecked.
- Click OK.
- Click Apply Now and close the System Preferences.
- Retry your NetZero connection.
- Click the Apple Menu and select System Preferences…
- Under Internet & Network, click Network.
- In the Show: dropdown menu, select Internal Modem or External Modem depending on your modem.
- Click the TCP/IP tab.
- Set Configure: to Using PPP.
- Verify and remove any bindings in DNS Servers and Search Domains.
- Click PPP tab.
- Verify that all fields under the PPP tab are empty and remain blank.
- Click Apply Now.
- Click System Preferences menu and select Quit System Preferences.
- Press and hold the Ctrl, Alt and Delete keys at the same time.
- A window appears listing all of the programs/processes running on your system.
- For every program EXCEPT Explorer and Systray, click once on each program listed to highlight it, and then click End Task/End Process.
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/Task Manager window back up. - Try your NetZero connection again. If this resolves the problem, close NetZero and restart your machine. Repeat the above steps, clicking End Task/End Process for only one program at a time. Each time you use End Task/End Process, try your NetZero connection again. If you encounter the error again, you will know which program is creating the conflict.
- Click the Windows Start button, point to Settings and select Control Panel.
- Double-click the Modems icon.
- Select the Diagnostics tab.
- Click the appropriate Com Port where your modem is listed.
- Click More Info.
- If your modem is configured correctly, it should display port information regarding your modem. Click OK to exit.
Note: If you receive an error message, then you will need to configure your modem. This may require that you reinstall your modem drivers and/or configure your modem settings. If this is the case, you should contact your modem or computer manufacturer for information on configuring your modem. If you are on a LAN (Local Area Network), contact your Network Administrator for assistance. - On your desktop, double-click the My Computer icon.
- Double-click the Dial-Up Networking icon.
- Click the NetZero icon to highlight it.
- From the File menu, select Properties.
- From the Connect Using drop-down menu, select your modem.
- Click OK. Close all windows before attempting to dial NetZero again.
- Check and see what programs are running by clicking the application menu in the upper-right corner of the Finder.
- Select a program on the list (preferably a fax / modem program) to switch to that application, then quit it by going to the File menu and selecting Quit.
- Try your NetZero connection again. If this does not resolve the problem, close NetZero. Repeat Steps 1 and 2, quitting one program at a time. Each time you quit a program, try your NetZero connection again. When you stop receiving the error, the last program you quit is likely the one creating the conflict.
- Once you’ve found the conflicting program, close it before you logon to NetZero. You can contact the manufacturer to see if they have more information about a solution so you can use both NetZero and this program at the same time.
- Check and see what programs are running by moving the mouse down to the Docking window at the bottom of the screen.
- If one of the program icons has a black arrow underneath it, that program is running in the background.
- To quit the program, hold the control key and click the icon.
- Select Quit.
- Try your NetZero connection again. If this does not resolve the problem, close NetZero and restart your computer. Repeat Steps 1 through 4, quitting one program at a time. Each time you quit a program, try your NetZero connection again. When you stop receiving the error, the last program you quit is likely the one creating the conflict.
- Once you’ve found the conflicting program, close it before you logon to NetZero. You can contact the manufacturer to see if they have more information about a solution so you can use both NetZero and this program at the same time.
If you are experiencing problems logging into “My Account,” please try the following:
A. Check your Member ID and password
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:
Close iexplore.exe Process
Windows 95/98/ME Users:
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:
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:
If you are continually looped back to the My NetZero login page and are unable to access the billable services signup form, there are a couple of possibilities as to why this is occurring:
A. Ensure that cookies are enabled in your browser
Internet Explorer 7.x users::
Internet Explorer 6.x users:
Google Chrome users:
B. Check for viruses
If you have checked your browser configuration and are still repeatedly taken to the My NetZero login page, your computer may have been infected with one of several viruses that may block secure transactions, such as a virus called W95.Hybris that can affect secure transactions such as Credit Card billing.
If you do not currently have anti-virus software, we recommend that you purchase or download virus scan software to protect your computer from the many viruses affecting computer users today. You can find more information on anti-virus products on our Support site by clicking here.
Please refer to your virus program help feature for instructions on how to update the virus definition files and remove viruses from your system. We recommend that you make a habit of updating your anti-virus software on a regular basis. Without the latest virus definitions, your anti-virus software is helpless in preventing the newest viruses from infecting your computer.
If you continue to experience difficulties submitting your credit card information, please provide us with the exact error message you are receiving so we can better assist you.
For a complete list of NetZero Support options, click here.
You will be taken to a Personal Assistance Ticket form, which you can fill out and send to us. With this ticket, we can track your request and be sure we have all of the information we need to assist you as quickly as possible.
If you are able to receive email but can’t send any, you may be getting a 553 error, which can be caused by a variety of factors. The following information should help you to determine the cause of the error and offer a solution.
A. Have you configured your Outgoing Mail Server correctly?
For directions on how to configure your email program to check your NetZero mail, click here.
B. Try another access number.
In some instances, changing access numbers can clear up a 553 error. For instructions on how to change your access number, please click here.
C. None of these apply to me, but I’m still receiving this error
If you still can’t send mail successfully, you may consider using NetZero’s Message Center option, which allows you to send and receive NetZero email from any location, using any ISP or network connection. To access Message Center, click here.
If you prefer to use your dedicated email program, we will need some assistance from you to fix the issue. Please follow these steps so we can resolve the problem and get you back on track:
We will then escalate this information and have the IP address added to our system.
This error can have several causes. The information below should help you to identify and resolve this issue.
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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. |
Troubleshooting Steps
A. Change your access number
Note: If you are subscribed to NetZero’s Toll-Free service please skip to step B.
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:
B. Verify the encryption settings
Windows 98/ME Users:
Windows 2000/XP Users:
Windows Vista Users:
C. Verify the modem settings
Windows 98/ME Users:
Windows XP/2000 Users:
Windows Vista Users:
Runtime error 731 is a common connection error that occurs when your computer cannot establish a connection. This may leave the computer or modem in an irresolvable state; therefore, future connection attempts are not going to work as expected. To correct this error, you must first attempt to re-boot your computer. If that fails, we will guide you through additional steps.
How to Re-Boot Your Computer and Modem
Check Network Settings
Removing / Adding Network Components
WARNING! The following instructions are for those systems that are not on a Local Area Network (LAN). If you are on a LAN and follow these directions, you may create a conflict that will disrupt your computer’s connection to your LAN. Please contact your network administrator for assistance before you continue making any changes to the system configuration.
To begin, close any active connections as well as any other programs you may have open on your system.
Uninstalling / Reinstalling Windows Dial-Up Networking (DUN)
Note: Before you begin, ensure that you have your Windows 95/98 CD-ROM or diskettes available and ready for installation.
Runtime error 731 occurs on the Macintosh due to incorrect connection settings in the System Preferences. To fix this problem, follow the steps below:
A. Verify your modem settings
If your modem is not configured correctly, NetZero will not function properly. To verify that your modem configuration is correct, please complete the following steps:
B. Disable the option to “Connect automatically when starting TCP/IP Applications”
C. Verify network settings.
D. Disable auto-connecting.
Runtime error 731 occurs on the Macintosh due to incorrect connection settings in the System Preferences. To fix this problem, follow the steps below:
A. Verify your modem settings
If your modem is not configured correctly, NetZero will not function properly. To verify that your modem configuration is correct, please complete the following steps:
B. Disable the option to “Connect automatically when needed”
C. Verify network settings.
There are several possible causes for this error. The steps below should help you pinpoint the cause of the problem and offer a solution.
A. Have you checked your modem and phone cord?
A bad modem or the phone cord not being plugged in might be the culprit. Make certain that all of your phone line connections going in and out of the modem are tight and secure, then try to connect to NetZero again.
B. Have you completely restarted the computer?
Try shutting down and unplugging the computer for 1 minute. Restart the computer and try to connect to NetZero again.
Note: If you have an external modem with a separate power cord, once the computer is shut down, unplug the modem power for 1 minute, plug the modem back in, then turn on the modem and restart the computer before attempting to dial again.
C. It is possible that another program has accessed your modem and has not released it.
It is possible that another software program, such as fax software, is holding on to your modem. The modem can not dial another number until the software releases it. To verify whether your modem is being used by another program, please follow the steps below:
After disconnecting from NetZero, you can launch the applications that you had closed again by restarting your computer.
D. Is your modem configured correctly?
If your modem is not configured correctly, NetZero will not function. To verify that your modem configuration is correct, please complete the following steps:
There may be several possible causes for this error. The steps below should help you pinpoint the cause of the problem and offer a solution.
A. Have you checked your modem and phone cord?
A bad modem or unplugged phone cord might be the culprit. Make sure all of your phone line connections going in and out of the modem are tight and secure, then try to connect to NetZero again.
B. Have you completely restarted the computer?
Try shutting down and unplugging the computer for 1 minute. Restart the computer and try to connect to NetZero again.
Note: If you have an external modem with a separate power cord unplug the modem once the computer is shut down. After a minute, plug the modem back in then turn on the modem and restart the computer before attempting to dial again.
C. It is possible that another program has accessed your modem and has not released it.
It is possible that a program running in the background may be using your modem (such as fax and voicemail software, or another ISP’s software), preventing it from connecting to the Internet. To work around this problem, disable all programs running in the background by following these steps:
There may be several possible causes for this error. The steps below should help you pinpoint the cause of the problem and offer a solution.
A. Have you checked your modem and phone cord?
A bad modem or unplugged phone cord might be the culprit. Make sure all of your phone line connections going in and out of the modem are tight and secure, then try to connect to NetZero again.
B. Have you completely restarted the computer?
Try shutting down and unplugging the computer for 1 minute. Restart the computer and try to connect to NetZero again.
Note: If you have an external modem with a separate power cord unplug the modem once the computer is shut down. After a minute, plug the modem back in then turn on the modem and restart the computer before attempting to dial again.
C. It is possible that another program has accessed your modem and has not released it.
It is possible that a program running in the background may be using your modem (such as fax and voicemail software, or another ISP’s software), preventing it from connecting to the Internet. To work around this problem, disable all programs running in the background by following these steps: