Resolution

Can you view Web Pages?

If YES, you may have the wrong mail server settings typed in your account, malfunctioning antivirus / security software, or there may be problems with the mail server.

You can check your mail server settings in Outlook Express or Outlook.

Outlook Express

1. Open Outlook Express
2. Click on Tools from the menu bar
3. Click on Accounts
4. Click on the Mail Tab
5. Highlight the mail account
6. Click word Properties
7. Click on the Servers Tab.
8. Verify:
   1. Incoming is mail.gci.net
   2. Outgoing is smtp.gci.net
   3. Ensure there is check in the box next to My server requires authentication
9. Click OK
10. Click Close

Outlook 2002 or 2003

1. Open Outlook
2. Click on Tools from the menu bar
3. Click on Email Accounts
4. Select View or change existing e-mail accounts
5. Press Next
6. Highlight the mail account
7. Click on the Change button to the right
8. Verify:
   1. Incoming mail is mail.gci.net
   2. Outgoing mail is smtp.gci.net
9. If correct click Next and then Finish

If you are able to pull up web sites and outlook has the correct server settings, then the most common cause of these errors is antivirus software that is malfunctioning. To correct this you will need to open your antivirus software and find the options for email scanning. Disable the email scanning and restart your computer.

• If you have GCI's eMail Guard you can safely check your email at this point. If mail comes into the inbox, then you know the antivirus software on your computer is the problem
• If you do not have eMail Guard, and do not want to risk possibly having a virus in the waiting mail, you can test the connection. To test the connection do the following steps:
  • Click on Start
  • Click on Run
  • Type in telnet mail.gci.net 110
  • This test should result in a new window being displayed, which contains a line that starts with +OK Messaging Multiplexor. (To close this window, click on the x in the top right hand corner of the window.)
  • If you get this message then you are getting a good connection to the mail server. If it does not show the message referenced above, then something is blocking the connection.
• If these tests succeed you can turn the email scanning in your antivirus software back on at this point and in most cases it will correct itself. If the problem returns after enabling the email scanning you will need to contact the vendor or your antivirus software.

If NO, you cannot get Web pages:

1. Disconnect from the Internet
2. Try connecting again.

If you still can not get Web Pages: Reboot your computer and try again.

If these tests fail or you are still having problems, please contact technical support at 868-0316 in Anchorage or 1-800-800-4800 State Wide. If there is a know server problem, it will be announced on the recorded message, and you will not need to speak to a technical support representative. Technical support is open 24 hours a day, 7 days a week.