Many problems are recurring, therefore our website provide
a lot of information on most frequently asked questions: from
the installation to the usage of the most popular programs.
If the info you are looking for cannot be found on this website,
please do contact us. The COL helpdesk likes to assist with
any internet problem. For all your questions you can contact
the help desk during its hours of operation at (599 9) 737-8000.
To help you on this frequently question page you can
click on the letter of your keyword starting with:
A-B-C
D-E-F-G
H-I-J-K-L-M
N-O-P
Q-R-S-T
U-V-W-X-Y-Z
What are the hours of operation of the helpdesk?
The helpdesk can be reached 7 days a week by either phone
or e-mail.
The hours of operation are:
Monday through Friday: 8:00- 22:00.
Saturdays and Sundays: 10:00-22:00.
How can I reserve my e-mail address?
During registration you can indicate your preference.
What happens after I have registered?
After your application has been processed you will receive
all information on how to log into our service.
Can I use several providers?
Yes it is possible. Our service uses standard Internet protocols
that do not conflict with other providers.
What should I do in case of an invoicing problem?
n such cases we ask you to contact our administration.
What should I do in case I lose or forget my password?
We are aware of the necessity of discretion for our clients,
should you lose your password you need to contact our support
department.
Can your service be used with Macintosh/Apple?
Yes, the service depends on the system. However, you do need
to fill out the DNS, to be obtained from our support department.
Is the system Windows NT compatible?
Yes, the system is WIN NT compatible.
Is the system Windows 2000 compatible?
Yes, Windows 2000 is also compatible for our service.
During travel, can I use your Internet service to read my
e-mail?
Yes, you can read your e-mail via the web mail option, www.carib-online.com/webmail,
our service will soon also offer roaming.
Are there any charges for support?
No the use of our support department is free of charge.
What is the meaning of “unlimited access”?
Unlimited access means that there are no restrictions to the
amount of hours you are logged onto the Internet.
Does my account include the option to place a personal website?
Yes, your subscription includes 5 MB personal web site space,
together with the option to upload your pages.
What should I do in case I cannot log in via my local number?
If your local number cannot log in, you need to contact our
support department.
Can I send mail via your service?
Yes, our service is totally open to the Internet.
Are phone charges included in my account?
Because our service runs on the UTS infrastructure you are
responsible for the phone charges.
Why can`t I log in at a speed of 56K?
The connection speed depends on many (and mostly) external
factors. The quality of the phone line and speed of the computer
used for logging in are the most restricting factors.
I constantly get error messages.
Some error messages are caused by your system itself, other
errors can be caused by a virus or wrong configuration of
your system.
What if my problem is not listed in this section?
if your problem is not listed, you can always call our support
desk.
How do I know which protocol supports my modem for 56K connections?
A 56K-modem can support one (or more) protocol for 56K connections:
V.90, K56 flex or X2. Which protocol is supported by your
modem can be retrieved in a number of ways: On the modem itself,
the instruction manual, the packaging, the receipt, or from
the supplier. If the commands AT13 and AT16 are send to the
modem, the modem responds with a code, type or serial number,
which indicates the protocol. Sending a command to the modem
can be done in a somewhat complicated way using any terminal
program. In Windows 95/98 it is easy to request this information
by choosing under the Start button for Configuration Screen
and by double-clicking on the icon for Modems. Choose the
tab Diagnostic Information, select COM port at which your
modem is connected and click on button More Info. Behind AT13
and AT16 you normally find the type indication in which also
the supporting protocol is indicated. In case V90 appears
you can assume that your modem supports V.90 protocol.
Why is it not possible to connect through my regular modem?
A modem when connecting to another modem, tries to negotiate
the highest speed possible. Some older modems do not understand
the V.90 commands and break the negotiation. You can usually
avoid this by placing 3 or 4 commas behind the phone number
of the dial up point. In doing so you force the modem to wait
a couple of seconds before it starts to listen to the other
modem. In Windows 95/98 you can set this by double-clicking
on This Computer, and then on External Access. Click with
the right button of your mouse on the connection icon of Carib-Online
and choose the option Properties. Place 3 or 4 commas behind
the dial-up number.
Why is connection not possible with my 56K modem?
A modem when connecting to another modem tries to negotiate
the highest speed possible. Possibly you have modem that supports
56K according to X2 or K56flex standards and it will not understand
the V.90 protocol and will interrupt the negotiation. It is
best to upgrade your modem to V.90, if your modem type allows
this. In the list of modem manufacturers you can find the
website for technical support for your modem, where normally
you can download the upgrade. In the meantime there are two
ways to force a connection, even though it will be maximum
33k6. 1.You can place 3 or 4 commas after the phone number
of the dial-up point. In doing so you force the modem to wait
a couple of seconds before it starts to listen to the other
modem. In Windows 95/98 you can set this by double-clicking
on This Computer, and then on External Access. Click with
the right button of your mouse on the connection icon of Carib-Online
and choose the option Properties. Place 3, or 4 commas behind
the dial-up number. 2.You can adapt the initialization string
of the modem, by adding +MS=11,1. In Windows 95/98 you can
change the initialization string of your modem by double-clicking
on This Computer and then on on External Access. Click with
the right button of your mouse on the connection icon of Carib-Online
and choose the option Properties. In the screen that now appears
you click on the button Configure. Select the tab for Connection
and click on Advanced. At the bottom of this screen at Extra
Connection you can add the init. String. If something is already
written here, you can add +MS=11,1. If this space was blank
you can write: AT&F+MS=11,1. After you have conducted
the necessary downloads for the upgrade of the modem from
the manufacturers site, you can upgrade to the V.90 protocol.
After the upgrade of your modem you need to undo the changes
to the init.string as described above (the 3 or 4 commas of
the init.string) to insure that your modem will actually start
to dial-up with the V.90 protocol
Why does my 56k modem still connect at 33k6?
You probably have a 56k modem that supports 56k connections
using X2 or the K56flex protocol, but not the V.90 protocol.
These protocols are not compatible with the V.90 protocol.
The highest speed you can get with such a modem at dial-up
points is 33k6 according to the V.34 protocol. It is best
to upgrade your modem to V.90 protocol, if your modem type
allows this. In the list of modem manufacturers you can find
the website for technical support for your modem, where normally
you can download the upgrade.
Why does my V.90 modem not connect at 56k, but at a lower
speed?
The 56 k speed for a V.90 modem is theoretically the maximum
speed the modem can reach. The actual speed of the connection
depends on a great number of (usually external) factors, like
the quality of the phone line and the distance of your connection
to the neighborhood phone central. These circumstances may
vary every time, causing the speed to fluctuate each and every
time. In general the speed is between 33600 and 50000 bps.
Most modems can increase or decrease the speed after the initial
connection. Some modems connect at a conservative speed and
increase if circumstances allow this, whereas other modems
connect in a more aggressive manner and soon need to decrease
speed (or worse, loose performance through errors). If a v.90
modem constantly connects at speeds lower than 56000, in practice
not much can be done to increase this. It is simply not possible
to gain a higher speed on many phone networks (in the US the
FCC has even fixed the maximum allowed speed on the phone
network at 53000 bps ). Carib-Online can, contrary to the
situation with ISDN, not offer guarantees for the speed to
be obtained with V.90 modems.
Why is it impossible to get a 56k connection with the V.90
modem in my iMac?
The iMac has a build in V.90 modem, which should mean that
after upgrading your local dial-up point, you should be able
to get a 56k connection. Many iMac users will have noticed
that during dial-up it was difficult to establish a connection
with the iMac. As a solution usually the option iMac Internal
56k (v.34 Only) is selected in the Modem Control Panel. This
is a modem script that enables the iMac modem to dial correctly
into the dial-up point. This is achieved by forcing the modem
to a v.34 connection, with a maximum speed of 33600 bps. In
order for the iMac to establish a V.90 connection again at
a maximum speed of 56000 bps, it is necessary to change the
modem script again. This can be done as follows: Click on
the Apple menu at left hand side of the screen and choose
under Control Panels for control panel Modems. Click at Modem
setting, iMac Internet 56k (v.34 only). A list will appear
from which you need to choose the option iMac Intern 56k.
Now close the Modem screen and choose Yes when asked to store
the changes made. Your modem should now be able to establish
a connection at maximum 56000 bps.
Can I find someone’s e-mail address?
Very often users want to know how to find the e-mail address
of a person, company or organization. The telephone directory
for the entire Internet does not exist as of yet. The Internet
consists of millions of users, which makes it almost impossible
to compile such a book. Still there are ways to retrieve the
e-mail address of a person or organization. At the moment
the site of four11 already consists of over 1.2 million e-mail
addresses. Without registration it is possible to do a restricted
search, but as soon as you have been registered, you have
more possibilities. Not only can you search, you can also
add your contact information to the four11 database. The free
search option also enables a search for organizations. Members
can even create a personal website or make a link to an existing
homepage (also completely free of charge). You can reach four11
at the following web page: http//www.four11.com. LookUP! is
an easy and fun way to find an e-mail address. Registration
is compulsory (via e-mail you will receive a registration
number). Afterwards you will get your own home page with your
name and e-mail address. You can decide what other information
you would like to add by simply clicking on the different
options. You can reach LookUP! At the following web page:
http//www.lookup.com.
Frequently used words
A-B-C
A
Access Provider- an access provider to the Internet.
Ampersand-The&-sign.
Anonimous FTP-A public FTP access, meaning that it is possible
to log in with anonymous as username and the e-mail address
as password.
ARPAnet-Advanced Research Projects Agency network, the predecessor
of the Internet developed by the American Ministry of Defense.
B
BCC – Bined Carbon Copy. When you fill out this field
you can send someone a copy without notifying the recipient.
Bps – Bits per second, indicates the transmission speed.
Browser – A program to read HTML documents (web pages).
Byte – One Byte consists of 8 bits, This is the unit
of measurement for a document, program or space on the hard
disk.
C
Cache – cache of Netscape is a part of the hard disk
where data is stored that was collected from the Internet,
like web pages. When a page is looked up, the browser will
retrieve previously downloaded data from the cache instead
of the Internet which improves the speed.
CC – Carbon Copy. When you fill out this field you are
sending someone a copy of the original message. The Recipient
can see this in the cc: field
D-E-F-G
D
DNS – Domain Name System. The way domain names are
built up.
DNS server – A computer that translates those domain
names in numerical addresses and vice versa (see IP address).
Domain (name) – An example of a domain name is Carib-Online.com.
The last part (com) refers to company. The part before that
refers to the provider.
Download – The transfer of files to your computer.
Dynamic IP address – Carib-Online uses Dynamic IP=addresses.
Every time you log in, the server gives you a different IP-address.
E
E-mail – Electronic mail
E-mail address- An e-mail address with Carib-Online is made
up of an e-mail alias followed by @carib-online.net.
F
FAQ – Frequently Asked Questions
FTP – File Transfer Protocol
G
H-I-J-K-L-M
H
Host – A computer (server) on the internet. See server.
HTML – Hyper Text Markup Language.
Http – Hyper Text Transfer Protocol.
Hyperlink – A marked text or picture linked to another
document.
J
K
Kilobyte – 1.024 bytes.
L
M
Megabyte – 1.024 kilobyte.
MIME – Multipurpose Internet Mail Extensions. Via MIME
the original file structure of an attached document remains
un- changed during sending.
Modem – Modulator/Demodulator. A modem translates digital
data into analog and vice versa.
Multimedia – Text, sound, vision.
N-O-P
N
Netiquette – A series of codes of conduct that are
in place for use of the Internet.
Newbie – A newcomer on the Internet
Newsgroup – A collection of articles on a particular
subject.
O
Offline – When there is no connection.
Online – To be connected to the network with an open
phone connection.
P
PGP = Pretty Good Privacy, an encryption (….) system
to code data.
POP –Point of Presence, or dial up point.
POP server – A computer using the Post Office Protocol.
When you send an e-mail message, this will be saved in your
outbox on the POP-server (mail.carib-online.net) till the
moment you retrieve your messages.
Q-R-S-T
Q R S
Search engine – Search program on the Internet.
Server – A computer also known as host used to process
data like e-mail files.
Shareware – Generic name for software that can be freely
distributed and copied. If you want to continue to use the
software a fee needs to be paid for the development of the
software, this contrary to Freeware. In the readme- or help
files of the software you will find the rules and regulations
that the use of software programs entail.
Site – See website.
SMTP server – A computer using the Simple Mail Transfer
Protocol processes and sends out your mail. Surf – to
look on the World Wide Web.
T
TCP/IP – Transmission Control Protocol/Internet Protocol,
is the network protocol used on the Internet. Telnet –
Telnet is a text-orientated application and changes your computer
in to the terminal of another computer.
U-V-W-X-Y-Z
U
Upload – To transfer a file from your computer to a
remote computer.
URL –Uniform Resource Locator, an address at the WWW,
for example http://www.planet.nl
Usenet – the largest and first group of news groups.
V
W
Webmaster – the person responsible for administrating
the web site.
Website – A “place” on the Internet build
up of different pages and HTML-documents. Starting point is
the home page.
WWW- World Wide Web, a group of HTML documents with text,
vision and sound
X
Y
Z
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