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Wireless Subscriber Troubleshooting Help

Hot Zone Access
Wi-Fi Cards
E-mail and Other Online Services

Hot Zone Access

Do you have a JoVoGo account?
You must register in one of our Hot Zones prior to having full access on our network.

For information about JoVoGo Hot Zone options, click here.

Did you lose power on your computer during your session?
If you lose all power to your computer, it is possible that your battery has died or that your electrical cord has become unplugged.

Did you remember to first open your web browser (i.e. Netscape or Microsoft Internet Explorer)?
First open your web browser (i.e. Netscape or Microsoft Internet Explorer) to open the JoVoGo Hot Spot page. To open your web browser, double-click on your Netscape or Internet Explorer icon.

Did you log off and are experiencing troubles logging on again?
If you are unable to log back on to the JoVoGo Hot Zone service, close your web browser completely and re-launch it. If that doesn't work, try restarting your computer.

Are you certain that you are currently at a JoVoGo Hot Zone?
Double-check to make sure you are at a current JoVoGo Hot Zone. All JoVoGo Wi-Fi cells will show "jovogo" as an SSID.

Are you in a JoVoGo Hot Zone and have lost your connection during a session?
If you are at a JoVoGo Hot Zone location and are not receiving a good wireless signal, or have lost your wireless signal connection entirely when moving around, make sure that you are within the Hot Zone's wireless coverage area. Please ask the location you are at where the best coverage areas are within the Hot Zone. You can also call our support line or email our support line.

Is the JoVoGo service temporarily suspended at this Hot Zone?
There are times when the JoVoGo Hot Zone service is down at a particular location or across the network. We thank you for your patience. Our technical team and customer support staff works to make sure that the JoVoGo Network is up at all times. If the service is down at a Hot Zone, please contact our support line.

Is you browser not showing a website when you open it?
Our network requires that your system obtain an IP address from our servers. You must have your computer set to "Obtain an IP address". If you have confirmed this setting, try some of the options below.


Windows 95/98/ME

  1. Click the Start button and click Run.
  2. Type WINIPCFG in the Run field and click OK.
  3. Click Release All and click Renew All.
  4. Once you have renewed your IP, your IP should begin with 10.xxx.xxx.xxx. If your IP begins with 10., you are connected to the Wi-Fi network and you should be able to surf. If your IP does not begin with 10., you are not connecting to the Wi-Fi Network.
  5. Close the IP Configuration window. If you are still unable to surf, please contact the Help Desk for more assistance.

Windows NT/2000/XP

  1. Click the Start button and click Run. Type CMD in the Run field. The DOS Prompt appears.
  2. Type IPCONFIG/RELEASE at the DOS Prompt and click Enter.
  3. Type IPCONFIG/RENEW at the DOS Prompt and click Enter.
  4. Once you have renewed your IP, your IP should begin with 10.xxx.xxx.xxx. If your IP begins with 10., you are connected to the Wi-Fi network and you should be able to surf. If your IP does not begin with 10., you are not connecting to the WiFi Network.
  5. Close the DOS window. If you are still unable to surf, please contact the Help Desk for more assistance.


MAC 8.6/9.0/X
Macintosh computers do not need to have the IP Address released or renewed. Please contact the Help Desk for more assistance.

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Wi-Fi Cards

Common problems related to Wi-Fi cards include improper installation, incorrect settings and problems with the installation of drivers required for the successful use of the cards.

Do you have a WiFi card installed in your computer?
To use JoVoGo services you need a Wi-Fi card installed in your computer. If you need to buy a Wi-Fi card, most computer stores and some of our locations will have them. If you have an office that uses wireless networks, contact your Information Technology (IT) department to learn if your employer can supply you with a Wi-Fi card for your laptop. Some laptop computers now also come with pre-installed Wi-Fi devices.

Are the WiFi drivers correctly installed on your computer?
To successfully use the Wi-Fi card, you need to be certain that you have installed the Wi-Fi card driver software properly. If you are experiencing difficulty, refer to the instructions accompanying your Wi-Fi card and drivers.

Is your WiFi card correctly inserted in the PCMCIA slot?
If you have a WiFi card with drivers already properly installed, make sure that the Wi-Fi card is inserted correctly into your computer. It is a common problem for the WiFi card not to be inserted all the way into the PCMCIA slot.

Have the network settings been properly configured for your WiFi card?
Entering the correct network settings on your computer is required to use the Hot Zone service. For detailed instructions on how to set the wireless network settings on your computer, click here.

To learn how to configure your card, click here.

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E-mail And Other Services

At times users experience problems with e-mail applications and other online services. Check the following topics for useful information.

If you are having trouble sending e-mail, are your outgoing mail server settings configured properly?
If you are using a JoVoGo provided e-mail account, please make sure that you have the following setup in your e-mail client.

POP Server = mail.jovogo.net
SMTP Server = mail.jovogo.net
*Makes sure you check the box that says your SMTP server requires authentication.

Are you trying to use a desktop application, such as Outlook Express or Eudora, to access your personal e-mail from your Internet Service Provider?
While using the JoVoGo service you should be able to retrieve your e-mail without any changes to your system. Your ability to send e-mail depends on your ISP. Most ISPs do not allow you to send mail through their mail servers if you are not connected directly to them without ensuring that you have set the mail client to login when sending mail.

Are you trying to access your work e-mail at a JoVoGo Hot Zone?
Most companies do not allow employees to access their e-mail from outside of work unless they are connected to the company directly using VPN or a dialup ISP provided by the company. Contact your IT department to see what the policy is and what settings to use. If your company offers web mail for traveling employees, you will be able to use that without any changes to your system. Make sure to launch your web browser to log into the JoVoGo Network service and onto the Internet before launching the e-mail program.

Are you having problems linking up to other online services such as America Online, CompuServe or MSN?
To use other online services while you are using the JoVoGo Hot Spot service you will need to first to log on to the JoVoGo Hot Zone network using a web browser such as Internet Explorer or Netscape Navigator. If you normally dialup with a modem to connect to the Internet, you also need to change your connection method to LAN or TCP/IP connection.

For additional support please contact our help desk, or email us at support@jovogo.com


 
     
     
     



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