Problem: Cannot connect to Accelerator and encounters an error. On the details button, the error is about connecting through the correct IP address or error 301.

Please follow instructions below:

1. Make sure that you are connected to Sage Internet and no other internet connections are enabled (Wireless or wired connection)
2. Please make sure that "Sage Internet" is the default connection.
3. Make sure that your firewall is not preventing the connection. Check this website: http://www.megaboost.net/security-software.html for more information about configuring the Web Accelerator with a number of firewalls such as McAfee, Norton, etc.
4. Ensure that you don't have spyware/viruses preventing you from browsing.
5. Check the speed of your connection, speed should be 24k or higher. If the speed of the connection is lesser than 24k, please try different access number.
6. If still fails, please try to check if port 7000 is blocked.
   1. Click on Start button.
   2. Click on Run. Type in cmd then hit <ENTER>
   3. On the command prompt window, type in telnet accl2.popsite.net 700 then hit <ENTER>. This should return a black screen if it works successfully, and fail if the port is blocked. Go back to No. 3 and make sure that your firewall is not preventing the connection.
7. Run full system scans for viruses and spyware.
8. Try also uninstalling/re installing accelerator. You can download theSage Internet Accelerator at this site:
   
   Windows - http://support.esagelink.com/download/sageaccel.exe
   Mac - http://support.esagelink.com/download/sageaccel.dmg

Problem: Cannot browse with the Accelerator enabled but can browse normally when it is disabled.

1. Ensure that proxy is enabled in your browser; see below for more information.
   
   

   Click on Tools->Internet Options then go over to the Connections tab, select your Sage Internet Dial-up Connection, and click Settings.
   Here, you need to have Use a "proxy server for this connection (These settings will not apply to other connections)." and "Bypass proxy server for local addresses" checked. Once you have confirmed this click Advanced.
   Confirm that for Type HTTP Proxy address to use is set to 127.0.0.1 and Port is set to 5400. Everything else can be unchecked or blank, and do not change the information listed in the Exceptions section.

   
   
2. Ensure that you do not have a firewall preventing the connection. Check this website: http://www.megaboost.net/security-software.html for more information about configuring the Web Accelerator with a number of firewalls such as McAfee, Norton, etc.
3. Ensure that no spyware/viruses are preventing you from browsing.
4. As a troubleshooting step, please try telnetting to the localhost on port 5400. This should return a black screen if it works successfully, and fail if the port is blocked.
   1. Click on Start button.
   2. Click on Run. Type in cmd then hit <ENTER>
   3. On the command prompt window, type in telnet localhost 5400 then hit <ENTER>. This should return a black screen if it works successfully, and fail if the port is blocked. If it is blocked, you can find more information about configuring the Web Accelerator with a number of firewalls at http://www.megaboost.net/security-software.html.

Problem: Invalid username and password.

1. Make sure that you are connected to Sage Internet. No other connections are enabled.
2. Make sure also that Sage Internet is the default connection.
   1. Right click on your Sage Internet icon and make sure that “make as a default is not an option.”
3. If the issue persists on their end, check for blocked ports 5400 and 7000 per the instructions below.
   1. Click on Start button.
   2. Click on Run. Type in cmd then hit <ENTER>
   3. On the command prompt window, type in telnet localhost 5400 then hit <ENTER>. This should return a black screen if it works successfully, and fail if the port is blocked. Do the same with port 7000 (telnet localhost 5400), if it fails then port is blocked. You can find more information about configuring the Web Accelerator with a number of firewalls at http://www.megaboost.net/security-software.html.

If none of the above will work please follow steps below:

1. Right click the Accelerator icon (icon down by the time)
2. Choose Help -> Diagnostics
3. Click 'Create Report' (which creates and copies report to the clipboard)
4. Open up a new email and paste (the report into the email)
5. Subject the email with 'Accelerator Issue - username@esagelink.com'
6. Send the email to techsupport@esagelink.com.

Below information is the most important part of the report, an example Diagnostic Test:

Test 1 - Connectivity
Connected to network
Host Name: win98se4
Domain Name: esagelink.com
DNS Servers:
64.34.243.129
64.34.243.130
Test 2 - DNS Test
Resolved: www.cnn.com
Resolved: www.yahoo.com
Resolved: www.google.com
Resolved: accelerator.esagelink.com
Test 3 - Acceleration server Proxy Test
Failed to connect to acceleration server
Test 4 - Direct Connect
Connected directly
Direct connection speed = 3.09 Kbps
Test 5 - Proxy Connect
Connected to accelerated client proxy
Accelerated connection speed = 3.09 Kbps
Test 6 - Features Enabled
Acceleration: Very High
Image Quality: Good
Macromedia Flash Compression: Enabled
Popup Blocker: Disabled
Complete.

If Test 3 fails, then port 5400 is blocked.

If Test 4 fails, then port 7000 is blocked.

If test 3 or 4 fails, please check url: http://www.megaboost.net/security-software.html and make sure that your firewall is not preventing the connection.