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ISPx Web Accelerator Troubleshooting Guide
This section helps troubleshoot general issues that may occur while installing, using and uninstalling ISPx Web Accelerator.
Installing the ISPx Web Accelerator
• Where can I find a "step-by-step" procedure for installing ISPx Web Accelerator on my computer?
• During installation, a dialog appears warning that email acceleration is disabled because another LSP was detected. Why is it?
Using the ISPx Web Accelerator (Web-Browsing Related)
• Why am I not able to connect to the remote service?
• Why can't I right-click on an image to get the "Original Image"?
• Why can't I load/open some specific websites when the Accelerator is enabled?
• Why do some Java-applets not work?
Using the ISPx Web Accelerator (Email-Browsing Related)
• During Installation, a dialog appears warning that email acceleration is disabled because another LSP was detected. Why is it?
• When the Accelerator starts, a dialog appears warning that another application is using port 25 or port 110. Why is it?
Error Message When Starting ISPx Web Accelerator
• "ISPx Web Accelerator was unable to load the sdicore.dll library..."
• "ISPx Web Accelerator detected another application using the HTTP listening port..."
• "ISPx Web Accelerator could not be started due to an installation or configuration problem..."
Error Messages when Connecting to the ISPx Service
• "ISPx Web Accelerator cannot be started due to internal error..."
• "ISPx Web Accelerator cannot connect to the ISPx Service..."
• "Your username and/or password were not accepted by the ISPx Service..."
• "The ISPx Service could not be started due to an authentication timeout..."
• "The ISPx Service indicated that it has insufficient resources to handle your connection..."
Error Messages when Using the ISPx Web Accelerator
• "A response was not received from the server within a reasonable period of time..."
• I receive the error, "ISPx Web Accelerator has stopped because the connection to the remote host has been closed."
Uninstalling the ISPx Web Accelerator
• How do I remove the ISPx Web Accelerator from my computer?
Problem when installing ISPx Web Accelerator
Where can I find a "step-by-step" procedure for installing ISPx Web Accelerator on my computer?
Click here for detailed installation instructions. Full sets of screenshots are provided to assist you with the installation procedure.
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During installation, a dialog appears warning that email acceleration is disabled because another LSP was detected. Why is it?
This installation is a warning stating that e-mail acceleration is not possible on this computer due to a software conflict. However, the web acceleration will still work properly. If you would like to have e-mail acceleration, the other LSPs must be removed followed by with a re-installation of the Accelerator.
Please contact our 24-Hour Helpdesk Hotline for proper instruction regarding this matter.
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Using the ISPx Web Accelerator (Browsing)
Why am I not able to connect to the remote service?
Please ensure that you have the correct username, password, server name and server port number. Also please make sure that you have an active internet connection and your server is not currently unavailable.
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Why can't I right-click on an image to get the "Original Image"?
Some web sites disabled the right-click using JavaScript. On other sites, the image in questions may be a background image. To see the full quality image, change the image Setting to "Full Quality" and press Ctrl-Refresh in Internet Explorer.
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Why can't I load/open some specific websites when the Accelerator is enabled?
The websites may be blocked by the Popup-blocker component of the Accelerator. Please disable "block Floating Flash-ads" option in the Popup-blocker settings. If problem persists, please add the website to the Popup-blocker White list".
You can always add the websites to the Proxy Exclusion List to bypass the Accelerator.
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Why do some Java-applets not work?
Older versions of the Java Runtime Environment (JRE) cannot display certain image types (such as 'PNG'). To fix this problem, simply change your settings to the maximum quality level or upgrade to the newest JRE.
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Using the ISPx Web Accelerator (Email)
During installation, a dialog appears warning that email acceleration is disabled because another LSP was detected. Why is it?
This dialog is a warning starting that e-mail acceleration is not possible in this computer due to a software conflict. However, the web acceleration will still work properly. If you would like to have e-mail acceleration, the other LSPs must be removed followed by with a re-installation of the Accelerator.
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When the Accelerator starts, a dialog appears warning that another application is using port 25 or port 110. Why is it?
By default, the Accelerator listens on 127.0.0.1:25 and 127.0.0.1:110, receiving redirected traffic. This warning shows that some other application on the computer is listening on either one of these ports. However, the web acceleration will still work properly. If you would like to have e-mail acceleration, you need to disable the application that listening on the specified port(s).
Please contact our 24-Hour Helpdesk Hotline for proper instruction regarding this matter.
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Error Message When Starting ISPx Web Accelerator
"ISPx Web Accelerator was unable to load the sdicore.dll library..."
A file or resource required by ISPx Web Accelerator may have been deleted. Full uninstall and then re-install ISPx Web Accelerator.
If the problem persists please contact our 24-Hour Helpdesk Hotline.
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"ISPx Web Accelerator detected another application using the HTTP listening port..."
In the ISPx Advanced Connection Settings, change the "Local Listening Port" to a different port, e.g. 5400 or 5500 or 5600, etc. Restart ISPx Web Accelerator.
If the problem persists please contact our 24-Hour Helpdesk Hotline.
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"ISPx Web Accelerator could not be started due to an installation or configuration problem..."
A file or resource required by ISPx Web Accelerator may have been deleted. Fully uninstall and then re-install ISPx Web accelerator.
If the problem persists please contact our 24-Hour Helpdesk Hotline.
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Error Messages when Connecting to the ISPx Service
"ISPx Web Accelerator cannot be started due to internal error..."
Try restarting ISPx Web Accelerator by exiting the program and then re-launching it.
If the problem persists please contact our 24-Hour Helpdesk Hotline.
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"ISPx Web Accelerator cannot connect to the ISPx Service..."
Here is a step-by-step list of things you should verify:
- Verify that the Connection information located in the Settings dialog is the same as that provided to you in the Operation Guide.
- 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 Advanced Connection Settings dialog)
- Try uninstalling ISPx Web Accelerator (Control Panel-->Add/Remove Programs and select ISPx Web Accelerator) and then re-install it.
- Contact 24-Hour Helpdesk Hotline to verify that the ISPx Service is up and running.
Now try restarting ISPx Web Accelerator by exiting the program and then re-launching it.
If the problem persists please contact our 24-Hour Helpdesk Hotline.
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"Your username and/or password were not accepted by the ISPx Service..."
The login credentials you specified on the "Settings" - "Connection" tab were not valid.
Click here to view the operation guide for information on how to set your username and password.
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"The ISPx Service could not be started due to an authentication timeout..."
Ensure that the authentication information you had provided are keyed in correctly
If the problem persists please contact our 24-Hour Helpdesk Hotline.
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"The ISPx Service indicated that it has insufficient resources to handle yor connection..."
Try reconnecting to ISPx Web Accelerator server.
If the problem persists please contact our 24-Hour Helpdesk Hotline.
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Error Messages when Using the ISPx Web Accelerator
"A response was not received from the server within a reasonable period of time..."
Try restarting the ISPx Web Accelerator
If the problem persists please contact our 24-Hour Helpdesk Hotline.
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I receive the error, "ISPx Web Accelerator has stopped because the connection to the remote host has been closed."
Try restarting the ISPx Web Accelerator
If the problem persists please contact our 24-Hour Helpdesk Hotline.
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Uninstalling the ISPx Web Accelerator
How do I Remove ISPx Web Accelerator from my computer?
Click here for detailed uninstallation instructions. There will be a dialog warning you to close all the other application windows. If you have done so, please proceed with the uninstallation.
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