Door Peninsula Internet, Inc.
sales 743-4999 or 487-9998       support 743-4999 or 487-9998

Frequently asked questions for Technical Support

General and Connection related questions

1. Why can't I get a 56k connection?
2. I keep getting disconnected, why?
3. Is there a way to get regular phone calls while we are still online?
4. It just keeps asking for my password.
5. My password won't save in Windows 95.
6. My password won't save in Windows 95/98/me.
7. I can't remember the content advisor password.
8. It says my modem is not installed or configured.
9. Modem problem, trouble shooting.
10. What does Error #XXX mean (a list of DUN error codes)?
11. I get error 745: Essential file missing (re-install DUN).
12. I get a blue screen that says "Illegal Operation" or "Page Fault"
13. I get connected but can't get any web pages.
14. When I close Internet Explorer it no longer asks me if I want to disconnect.
15. How can I protect myself from "hackers" and "trojan horses".
16. Somehow I lost the DoorPI homepage and can't get it back (Home Page HiJacking).

Email Questions

1. How can I check my email from another computer (at work, hotel, travel, etc).
2. I get an error about "Cookies" when using the webmail page and have to keep logging in.
3. I get an email that says "Internal System Data - Do Not Delete"
4. What can be done about spam (junk email)?
5. I get the error message "Relaying Denied"
6. My mail program "hangs" on message x of x and won't go any further.
7. I get disconnected every time I check my email.
8. I got an email warning about a new virus going around, is it true?
9. You mentioned an anti-virus program that we could download free for personal use?
10. I'm not receiving new mail, or people get a server response "User is over quota" when sending to me.

4.  It just keeps asking for my password?

Common problems in this regard are as follows

7.   I can't remember the content advisor password.

11. I get a blue screen that says "Illegal Operation" or "Page Fault"

This is a Windows error message usually resulting from a software conflict where two or more programs are conflicting with each other trying to use the same memory or resource.   This can indicate a version conflict with dll files, corrupted files, corrupted registry entries, or in rare cases a hardware problem.  Sometimes just shutting down the computer and re-booting will clear things up.  If you can determine the program causing the problem, try uninstalling it through "add/remove programs" in the Windows control panel.  Then re-boot and re-install the program.  If you can't determine the program(s) causing the problem, you may need to re-install your Windows operating system.  This is a bit involved and you may want professional help to do this.  You can just put your Windows setup CD in and re-install but the surest cure is to delete your current windows installation either by deleting the directory and subdirectories or reformatting you hard disk for a clean start (warning - all data will be lost!).  For more details on GPFs click here.

If you need help in repairing this type of problem, you may wish to consult with any of the  computer service centers that distribute our setup CD's shown below.

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12. I get connected but can't get any web pages.

This usually indicates a problem with your DNS (Domain Name Server) settings.   They should be set to "server assigned" but if that is not an option, use the following:

For Sturgeon Bay
Primary DNS        12.127.16.68
Secondary DNS    199.191.128.104

For Algoma
Primary DNS        12.127.17.72
Secondary DNS    12.127.16.68

For Windows 95/98 you can click here for setup instructions.
For Macintosh look in control panels under TCP/IP settings.
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13. When I close Internet Explorer it no longer asks me if I want to disconnect.

If you have IE 5.0 or later, here's what to do...

Start->Settings->Control Panel
Double click "Internet Options"
Click on the tab "Connections"
Make sure "always dial my default connection" is checked.
Click on "Settings"
Click on "Advanced"
Check mark "Disconnect when connection may no longer be needed"
"OK" back to beginning.
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16. Somehow I lost the DoorPI homepage and can't get it back (Home Page HiJacking).

Sometimes unscrupulous websites will try to force you to use their homepage without your consent.  There are several ways to correct this depending on how you were attacked.  We'll start with the simplest.

First go to our home page www.doorpi.com/home/default.htm.  Then click on Tools->Internet Options->Use Current, then click on "Apply" and "OK" .  Sometimes this is all that is needed.  There is also a link on our home page, near the bottom, in the middle that you can use to reset the homepage.

Sometimes, it goes deeper than this.  If you page keeps getting hijacked every time you reboot, you need to check your startup folder.  Click on Start->Programs->Startup and look for any suspicious programs.  Usually it will end with ".hta" and maybe preceded by "notepad.exe".  If you find anything suspicious, right click on it and delete the item.   To protect yourself from these and other security holes, please regularly visit windowsupdate.microsoft.com  and download all security patches available for your system.

Once one of these unwanted scripts is run, it may prevent you from returning your settings in control panel.  If so, it is necessary to edit your registry file.  CAUTION - THE WRONG SETTINGS HERE CAN CAUSE PROBLEMS!  Here goes....

1. Click Start->Run
2. Type in regedit and click OK
3. Click Edit->Find
4. Type in the name of the website that has hijacked your settings i.e. passthison or overture and click OK.  A "searching registry" dialog box should appear.
5. Double click an entry that contains the website name you entered if it appears on the right side of one of these names (Start Page, Search Page, Search Bar, Search URL, Search Assistant).
6. In the "Value Data" field of the "Edit String" dialog box, type the name of the website you prefer (i.e.  www.doorpi.com/home) or blank it out and change it later in Explorer the normal way.
7. Repeat steps 5 and 6 until you've corrected all hijackings.
8. Click OK and exit Regedit.  That should take care of it.

Third scenario, you get a message that you can't edit your settings "due to restrictions on this computer.  Please contact your administrator" when your select "Internet Options in control panel.  Again we, need to edit the registry as above but this time search for "hkey_current_user/software/policies/microsoft/internet expolorer/restrictions."  and when you find this key just delete the value called "NoBrowserOptions".  Then OK and exit as above.  You now should have control of your system.

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1.  How can I check my email from another computer (at work, hotel, travel, etc).

Use any available web browser and go to http://webmail.doorpi.net.   In the spaces provided, enter your email account name (omit "@doorpi.net") and your password.  Click on login or press enter.  There's your email!  Please note that the next time you check your mail with your regular program, there may be a message that says "Do Not Remove..".  Don't worry, you CAN delete it without problems (kind of like the tag on your mattress).
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2. I get an error about "Cookies" when using the webmail page and have to keep logging in.

You must set your browser to accept cookies from DoorPI.NET since that is where the mail is stored.  Some people mistakenly set it for DoorPI.com which won't work.  You can access this setting in Internet Explorer through "Tools -  Internet Options - Privacy - Edit".  Other browsers will vary, look in help for info on cookies and security.

3. I get an email that says "Internal System Data - Do Not Delete"

You may delete this email with out any harm to your system.  I can be created when you check your emai from a Web Page (using IMAP) and will then show when you check it with your regular email program like Outlook Express.
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5. I get the error message "Relaying Denied"

Our SMTP server is configured to reject mail from anyone not dialed into our local modem bank and using an "@doorpi.net" email address.  First make sure your email address is set correctly in your software.  If you are not dialed into our local modem bank you can still send mail but you must check for incoming mail first.   That way our server gets to see your username/password and authenticate you.   Give it a minute to open up, then try sending your email and all should be fine.   The preferred method is for you to use the SMTP server of the ISP that you are dialed into as that is much more efficient and secure.  This system protects our server from being used junk emailers or spammers who would love to dump thousands of emails through our servers for free if we left them open. The other, better way around this is to setup your software to use the smtp server of the Internet provider you are connecting to.  You can still leave our server name in for the POP3 server.
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6. My mail program "hangs" on message x of x and won't go any further.

Usually this is caused by somebody sending you a large email or email attachment.   Sometimes they can be several megabytes and with a slow connection may take hours to download or never make it at all.  Just call us and we will go in through your shell account and delete the large message.  The rest will come through just fine.   You can also do this yourself by accessing your email account though http://webmail.doorpi.net
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7. I get disconnected every time I check my email.

In Outlook Express go to Tools ->Options -> Connection.  Then uncheck the option to disconnect after sending and receiving.
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10.  I'm not receiving new mail, or people get a server response "User is over quota" when sending to me.

Our e-mail and personal webspace is limited to 30mb of storage per user.  This is very generous compared to 5 to 10mb with most e-mail providers.  If the 30mb quota becomes an issue delete any extra e-mails from our webmail system, and any extra files in your personal webspace.  Quotas are processed nightly, but if you call our technical support we can speed that along.
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