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Troubleshooting This section gives more in-depth view into error messages that may happen when
installing or operating the accelerator client. Frequent questions are
located in the FAQ and actually step-by-step installation is located in the
product guide.
1. General Issues when Using Velotel ZOOM Accelerator
2. Error Messages when Connecting to the Velotel ZOOM Service
3. Error Messages when Using Velotel ZOOM Web Accelerator
4. Error Messages when Starting Velotel ZOOM Web
Accelerator
Section 1 - General Issues when Using Velotel ZOOM Web
Accelerator
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Why does my downstream "Bandwidth Savings
Ratio" appear to go below 1.0?
Accelerating your bandwidth channel incurs a small amount of transmission
overhead. In most cases, this overhead is negligible when compared to the
actual bandwidth savings provided by Velotel ZOOM Web Accelerator.
However, strange interactions between Internet Explorer and certain
plugins (such as the old versions of the Adobe Acrobat Reader plugin) may
cause documents to be unnecessarily downloaded twice. It is important to
note that this type of behavior occurs regardless of whether Velotel ZOOM Web
Accelerator is used. The Accelerator is merely showing the download
statistics in these situations.
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Why do some Java-applets (such as certain games
on www.pogo.com) not work?
Older versions of the Java Runtime Environment (JRE) cannot display
certain image types (such as 'PNG'). To fix this problem, simply set your
image slider to the maximum quality level or upgrade to the newest
JRE.
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I'm having trouble loading a site. What should I
do?
Try adding the site to Velotel ZOOM's Proxy Exclusion List. Click here
for instructions on completing this operation.
If this doesn't solve the problem, try adding the site to Velotel ZOOM's
pop-up blocker Whitelist. Click here
for instructions on completing this operation.
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After installing Velotel ZOOM, I received a message
saying Email Acceleration is disabled. Why did that happen?
The Velotel ZOOM installer has detected software that may conflict with
Velotel ZOOM
Email Acceleration.
It was determined that the safest way to proceed was to not install the
Velotel ZOOM
Email Acceleration.
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I can't right-click on an image to get the
"Original Image"?
Some web sites disable the right-click using javascript. On other sites,
the image in question may be a background image. To see the full quality
image, change the image slider to "Full Quality" and press
Ctrl-Refresh in Internet Explorer.
Click here
for instructions on changing the image slider.
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Section 2 - Error Messages when Connecting to the Velotel ZOOM Service
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"Velotel ZOOM Web Accelerator cannot be
started due to an internal error ..."
Try restarting Velotel ZOOM Web Accelerator by exiting the program and then
relaunching it.
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"Velotel ZOOM Web Accelerator cannot connect
to the Velotel ZOOM Service..."
Here is a step-by-step list of things you should verify:
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Check that you have successfully connected to your ISP in your usual
manner (e.g. Did your dial-up connection successfully connect to your
ISP?). This step is independent of whether or not you launch Velotel
ZOOM
Web Accelerator.
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Ensure that the ISP you are connected to is, in fact, the one that
supplied you with the Velotel ZOOM Web Accelerator software and connection
information. In most cases, you cannot connect to another ISP and use
the same Velotel ZOOM Web Accelerator connection settings.
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Verify that the Connection information located in the Settings dialog
is the same as that provided to you by your ISP.
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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)
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Try uninstalling Velotel ZOOM Web Accelerator (Control
Panel-->Add/Remove Programs and select Velotel ZOOM Web Accelerator) and
then re-install it.
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Contact your ISP to verify that the Velotel ZOOM Service is up and
running.
Now try restarting Velotel ZOOM Web Accelerator by exiting the program and
then relaunching it.
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"The Velotel ZOOM Service does not allow
connections from your current IP address..."
The most likely reason you would receive this error is when you connect
to the Internet using a different service provider from the one providing
you with Velotel ZOOM Service. Since we allow this through the entire
Internet, you should never receive this error message. If you do,
please contact us immediately.
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"Your username and/or password were not
accepted by the Velotel ZOOM Service..."
The username and password are pulled from the active DUN (Dial-Up
Networking). We require you to enter a valid username and
password to use the Velotel ZOOM Service.
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"The Velotel ZOOM Service could not be started
due to an authentication timeout ..."
Ensure that the authentication information provided to you by us has been
keyed in correctly.
Try reconnecting to the Internet.
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"The Velotel ZOOM Service indicated that it
has insufficient resources to handle your connection..."
Try reconnecting to the Internet.
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Section 3 - Error Messages when Using Velotel ZOOM Web Accelerator
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"A response was not received from the
server within a reasonable period of time..."
Try restarting Velotel ZOOM Web Accelerator
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"Velotel ZOOM Web Accelerator has stopped
because the connection to the remote host has been closed."
Try restarting Velotel ZOOM Web Accelerator
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Section 4 - Error Messages when
Starting Velotel ZOOM Web Accelerator
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"Velotel ZOOM Web Accelerator was unable to
load the sdicore.dll library ..."
A file or resource required by Velotel ZOOM Web Accelerator may have
been deleted. Fully uninstall and then re-install Velotel ZOOM Web Accelerator.
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"Velotel ZOOM Web Accelerator could not be
started due to an installation or configuration problem..."
A file or resource required by Velotel ZOOM Web Accelerator may have
been deleted. Fully uninstall and then re-install Velotel ZOOM Web Accelerator.
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