Schoollink - Support FAQ

I keep getting a "no dial tone" error when attempting to access my dial-up account.
The first step would be to be sure that the phone lines are hooked up correctly. The phone line needs to go from the wall directly into the correct port on the modem, or in the case of an "internal modem", to the correct port on the back of the computer. These ports should be clearly marked. If the phone line is going through a surge suppressor, disconnect the phone lines from it and connect directly to the modem to see if this cures the problem. If you have 2 separate phone lines in your home, hook up your telephone to the line you use for your computer (the suspected bad line) and make sure you can hear a dial tone. If you do hear a dial tone, and you still receive a "no dial tone" error, contact Schoollink Technical Support at (877) 223-2116, ext. 2

I am getting an invalid Username/Password error
Try these things: - Double-check the User Name and Pass Word that was given to you on the sheet sent to you by Schoollink. - Be sure you type them in a lower case letters with no spaces in-between any of the letters. - If you have 2 separate phone lines in your home, connect a telephone to the computer line and listen for a dial tone. - Finally, contact Schoollink Technical Support at (877) 223-2116, ext. 2 if you are still unsuccessful.

I keep getting a busy signal.
First thing to try is to dial the Point - of - Presence (POP) number using a regular telephone be sure that it is answering. Your POP number is the number you dial to reach Schoollink. You can find this number in the "connect - to" screen were your username and password are. If the pop number is giving you a busy signal when you dialed the phone number, then wait a little while and try again. If the number is not busy and you are still receiving the line is busy error than you need to look at the settings of your Dial - Up - Networking (DUN) connection. To do this, double click on my computer, then double click on the Dial Up Networking icon. Right - click on your Schoollink connection, and then left - click on "Properties". Make sure that there is nothing preceding the phone number such as *70, and also be sure there is no area code listed in the settings. Your computer does not need to dial an area code if it is not long distance for you. If there is an area code present, then either delete the numbers or uncheck "use country code and area code" in windows 95 (uncheck "use area code" in "dialing properties" in windows 98). You can also try 2-4 commas directly after the phone number. Each comma inserts a 2 second delay.

I frequently get disconnected.
Schoollink is set to automatically disconnect an account after 30 minutes of inactivity. This is a setting that cannot be changed and is set up to protect all customers from busy signals. You are considered active if you are doing something such as downloading a file or checking your email. If you are having problems with frequent disconnects then there are several issues to look for. First of all, if you have call waiting, you need to be sure that your telephone service provider (Sprint, for example) has enabled *70 on your phone line and that this is in your Dial Up Networking settings in Windows. To check this, you need to double-click on the "My Computer" icon, double-click on Dial Up Networking icon. Right - click the Schoollink connection icon and left - click on "properties". Right in front of the phone number listed, put in *70 if it is not already there. NOTE: this phone number should be that of your Schoollink Point - of - Presence (POP) which will be shown in the "connect to" screen where your user name and password are. If you do not have call waiting or if this does not solve the problem, then check if you have the latest modem drivers and modem firmware. You can do this by goint to your computer manufacturer's website and look for downloads. Listed will be your specific modem type and instructions on how to download and install them. To see what kind of modem you have click on Start/settings and then control panel. Double click on modems and your modem will be listed.

How do I set up Outlook Express 4.0 or later?
You need to check your email settings In outlook express click on tools, accounts, and then the mail tab. Click on your account and then properties. Under the Identity tab you should have your real name and email address. Under the servers tab you should have for the incoming and outgoing mail servers mail.Schoollink.net Make sure that this is in all lower case letters and spelled correctly. You should also have your username in here in all lower case letters.

I am using Outlook 4.0 or later, and I get disconnected.
You need to check your email settings In outlook express click on tools, accounts, and then the mail tab. Click on your account and then properties. Under the Identity tab you should have your real name and email address. Under the servers tab you should have for the incoming and outgoing mail servers mail.Schoollink.net Make sure that this is in all lower case letters and spelled correctly. You should also have your username in here in all lower case letters.

I am using Netscape e-mail and I keep getting disconnected.
If it says that it cannot reach the mail server we need to check your settings to be sure the right mail server is listed. To check your settings press 1 (Click on edit, preferences and then mail and newsgroups. Click on the plus sign beside mail and groups this will open up a sub menu. Click on identity and you should have your full name and email address. Click on mail servers and you should have incoming and outgoing mail servers listed as mail.Schoollink.net this should be in lowercase letters with no spaces in between.

When downloading my e-mail, it seems to "hang".
If you are downloading your email and it stops on a certain message and wont download anymore then you have an extremely large email that’s “stuck” To delete this email Press 1 (go to http://mail.schoollink.net put in your username and password and log in. Click on mailboxes and then inbox. Click on the email that is causing the problems, probably one that is very large in size. You can compare it with other sizes by looking under the Size column. To delete the message click on the message, click on delete, then click on purge deleted at the bottom of the page). If you aren’t receiving any email and you think that this is the problem then send yourself a test message. If you can send yourself a message and receive it than you know your email is coming through fine.

What are your Support hours?
Live Technical Support can be reached at (877) 223-2116, ext. 2 on the following schedule:

07:00 am - 06:00 pm Monday
07:00 am - 06:00 pm Tuesday
07:00 am - 06:00 pm Wednesday
07:00 am - 06:00 pm Thursday
07:00 am - 06:00 pm Friday
Closed Saturday
Closed Sunday

Please visit http://support.schoollink.net/ for additional information regarding Schoollink Technical Support

Is there a way to see what messages I have sent when I use your web based email account?
To set your email account to save your sent messages follow these steps.

*These instructions are for the default blue webmail skin*

1. Login to webmail

2. Create a new mail box. At the top of the page is an option that says create, you can specify a mail box, calendar etc, select mail box.

3. Type Sent or Sent Items in the blank box next to the mailbox option you specified.

4. Click the create mailbox button. You will see the new box that you created listed under your Inbox

5. Click Settings at the top of the page

6. Find "Save sent messages in"

7. Click the down arrow next to the blank box next to "Save sent messages in" and select the Sent or Sent Items mailbox you created in steps 2 through 4.

8. Click the update button.

9. Return to your Mailbox screen by clicking on Mailboxes at the top of the page.

* Only messages sent after you complete the above steps will begin to appear in the new sent items mailbox.*

My Connection box no longer appears when trying to connect to the internet.
1. Open Internet Explorer.

2. Click tools from the menu bar at the top of the page

3. Click Internet Options from the tools menu.

4. Click the connections tab.

5. Choose 'Always dial my default connection' by clicking in the empty circle.

6. Click apply and then click ok

7. Close Internet Explorer

8. Open Internet Explorer

Your connect to Schoollink box should now appear.

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