Troubleshooting

CAN’T CONNECT TO THE INTERNET?

Have you paid your bill?

Is everything plugged in and turned on?
If the computer says the network cable is unplugged, make sure the Category 5 (network) cable is plugged into the back of the computer or a router.

Is your router locked up?
Unplug the power adapter to the router; count to ten; and plug it back in. If this fails, try the next suggestion below.

Is your Cloud Alliance radio locked up?
Unplug the power adapter to the PoE injector box (little two inch tan box with two green LEDs on it). Count to ten and plug it back in. Unplug the power adapter to your router. Wait two minutes before plugging it back in. Reboot your computer by powering all the way down and letting it sit for 30 seconds before powering it back up.

Windows computer: Has networking been disabled?
Check for two computers in lower right corner. If they are there, is there an X through them? Right-click the icon, and then click on Enable. If there are no computer symbols, click Start>Settings>Control Panel>Network Connections, right-click on Local Area Connection, and then Enable.

If the computer is a laptop, is there a button to enable/disable wireless access?

On some XP laptops with both wireless and wired (Ethernet) connectivity, something called the “Network Bridge” may be turned on. You may need to delete it (under Start, Control Panel, Network Connections).

Numerous problems have been reported with Microsoft Windows XP Service Pack 1 that are resolved by Service Pack 2.

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SLOW OR INTERMITTENT CONNECTION?

Update and run your antivirus and spyware programs.

Your cordless phone might be causing interference. Our service uses radio frequencies in the 900 Mhz and 2.4 Ghz ranges, as such we recommend that 900 Mhz cordless phones be separated from a Cloud Alliance 900 Mhz receiver by at least one room or 10 feet, and that 2.4 Ghz cordless phones be separated from a Cloud Alliance 2.4 Ghz receiver by the same distance. Change the channel on your phone or unplug and test your connection.

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CERTAIN WEBSITES BLOCKED?

Check firewall settings and redundant software.
Update and run antivirus and spyware programs.

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CAN’T SEND E-MAIL BUT CAN RECEIVE?

Windows computer: Make sure you have My Server Requires Authentication checked in your email settings.

* Open Outlook or Outlook Express.
* On the Tools menu, click Accounts.
* Click the Mail tab
* Select the email account you wish to modify and click the Properties button.
* Click the Servers tab.
* Under the Outgoing Mail Server, click to select the My Server Requires Authentication check box.
* Click Apply and then
* Click Close button on the Internet Accounts window. Try sending again.

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NEED TO SET UP A DIRECT NETWORK CONNECTION ON A WINDOWS XP LAPTOP USED ON MORE THAN ONE NETWORK?

Start >
Control Panel >
Network Connections >
Create a New Connection> next >
Connect to the Internet > next >
Set up My Connection Manually > next >
Connect using a broadband connection that requires a username and password > next >
Type the name of your ISP in the following box > Cloud Alliance> next >
Type in user name ***@ezcloud.com, type in password, and confirm password >
Uncheck: Make this the Default Internet Connection > next >
Check: Add a Shortcut to this Connection to my Desktop > Finish >

You should see what looks like a dialup box. Click on connect, and you should be cruising.

Still not working?
Start >
Control Panel >
Network Connections >
Right Click on Local Area Connection, click on enable.
Double click on Desktop Connection icon. Should be all set!

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STILL NEED HELP? GET 24 HOUR LIVE ASSISTANCE:

Local Technical Support hours:
7:00 AM–8:30 PM Monday, Tuesday, Wednesday
8:00 AM–8:30 PM Thursday, Friday
8:00 AM–1:00 PM Saturday, Sunday

1 (877) 949-7767

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