Troubleshooting
When trying to connect to CloseCall 5x
Service, I get the error message, "CloseCall 5x
cannot connect to the CloseCall 5x Service..."
Here is a step-by-step list of things you should verify:
- Check that you have successfully connected to
CloseCall Internet in your usual manner (e.g. Did your dial-up connection
successfully connect to CloseCall Internet?) This step is independent of
whether or not you launch CloseCall 5x.
- Ensure that the ISP that you are connected to is,
in fact, the one that supplied you with the CloseCall 5x
software and connection information. In most cases, you cannot
connect to another ISP and use the same CloseCall 5x
connection settings.
- Verify that the Connection information located
in the Settings dialog is the same as that provided to you by
your ISP.
- If you are running firewall software, make sure
that a firewall rule is present that allows access to the Remote
Server Port (located in the Settings dialog)
- Try uninstalling CloseCall 5x
(ControlPanel-->Add/Remove Programs and select CloseCall 5x)
and then re-install it.
- Contact Customer Service (800-249-1984) to verify
that the CloseCall 5x
Service is up and running.
Errors
When attempting to connect to the CloseCall 5x Service,
I receive the error, "The CloseCall 5x Service does not allow connections
from your current IP address..."
The most common reason you would recieve this error is when you
connect to the Internet using a different ISP than the one providing
you with CloseCall 5x
Service. Your ISP may only allow you to use the CloseCall 5x
Service when connected to the Internet through them.
When attempting to connect to the CloseCall 5x Service,
I receive the error, "Your username and/or password were not
accepted by the CloseCall 5x Service..."
The login credentials you specified on the "Settings"
- "Connection" tab were not valid. You must enter a valid
username and password to use the CloseCall 5x
Service.
When attempting to connect to the CloseCall 5x Service,
I receive the error, "The CloseCall 5x Service could not be started
due to an authentication timeout ..."
Please carry out the following steps:
- Ensure that the authentication information provided
to you upon signup has been keyed in correctly.
- Try reconnecting to your Internet service.
If the problem persists contact Customer Service (800-249-1984)
for assistance.
I receive the error, "CloseCall 5x cannot be
started due to an internal error ..."
Here is a step-by-step list of things you should verify:
- Try restarting your machine and launching CloseCall 5x.
- If the problem persists contact Customer Service
(800-249-1984).
I receive the error, "CloseCall 5x
was unable to load the sdicore.dll library
..."
The likely cause of this is that you accidentally deleted
a file or resource required by CloseCall 5x.
Fully uninstall and then re-install CloseCall 5x.
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