Invalid Username or Password when trying to connect - Error 691
This happens when either
(1) The username (UN) or password (PW) is typed incorrectly
make sure the UN box has just your UN, not your whole email address typed in
make sure your caps-lock key is OFF. your UN & PW are both lower case and no spaces
make sure there are not any spaces before or after your UN
you can also try restarting your computer
(2) If your account is past-due, our server may have temporarily deactivated your account
We will extend your access and email you a late notice.
Internet Explorer or Outlook Express wont dial up - "Page cannot be displayed"
If your computer will not dial out, go into the "internet options". You can access the "internet options" via the control panels window (Start-Settings-Control Panels) or by going under the "tools" menu in Internet Explorer.
Once you are in the Internet Options, click the "Connections" tab the top. Make sure "Always dial my default connection" is selected and not "Never dial a connection". Then click ok.
Disconnected every time after sending or receiving mail
When you are in Outlook Express, go under the "Tools" menu to "Options". Then click either the "Connections" or "Dial up" tab at the top. Uncheck "Hang up after sending and receiving". Click ok.
If that box was already unchecked, perhaps Outlook Express is setup to dial a different connection than Internet Explorer. To change the connection Outlook Express uses, go under the "Tools" menu to "Accounts". Click the mail tab at the top of the window that pops up. Highlight whatever is listed under the "Account" column. Click "Properties". Then, click the "Connection" tab at the top. Uncheck "Always connect to this account using".
If that does not fix the problem, call us for tech support.
Frequently disconnected for no apparent reason
If you are being disconnected a lot for no reason, call us for tech support when you are in front of your computer so we can walk-you-through fixing the problem. If you cannot call us during normal business hours (9am-7pm M-F and 9-Noon Sat) then send an email to support@torchlake.com. Include the name of your modem (you can find this in the "Modems" or "Phone & Modem Options" control panel and also tell us which version of windows you have. We will then reply with instructions.
We only disconnect people if there are 20 minutes of no activity, or if you have been connected for 1000 minutes. Things that constitute no activity are things like reading a long webpage, writing a long email, reading a long email. Things that do cause activity are loading webpages, checking for mail, sending mail and receiving mail.
My password is not being saved
There are a several possibilities that cause this problem. Here are some links that provide instructions for fixing it.
http://www.annoyances.org/exec/show/article04-004
http://support.microsoft.com/support/kb/articles/q148/9/25.asp
http://support.microsoft.com/support/kb/articles/Q137/3/61.asp
http://support.microsoft.com/support/kb/articles/q135/1/97.asp
Email gets stuck when downloading
When you check your email and it only downloads to a certain point and then stops, the message it is stuck on is corrupt and must be deleted. You can call us and we will delete it for you. If you would like to delete it yourself, go into our webmail page. After logging on, you can select which messages (from the messages waiting for you to download) you would like to delete. Then, logout of the webmail system and Outlook Express will be able to download the rest of the messages just fine.
Email doesn't work after installing Norton Antivirus.
If you can no longer send or receive email after installing Norton Antivirus, do the following steps:
Once you are in Outlook Express, go under the "tools" menu to "accounts". Then click the "mail" tab at the top. The account should already be highlighted. Click the "properties" button. On the window that pops up, click the "servers" tab at the top. Delete whatever is in the "Incoming Mail (POP3)" and "Outgoing Mail (SMTP)" boxes and type torchlake.com in each box. Also the account name box should just have your username in it, not username/torchlake.com. Click ok and then close the account window.
If you are getting a large amount of spam (unwanted advertisement email) the best thing to do is to get a new address. We will give you a new one for free. Read our spam information page to find out how your address gets on the spammers mailing lists so you can avoid it in the future.
In order to connect to AOL using our local number, we must be your default dialup connection in your internet options control panel. Then, follow the AOL setup instructions on this page. If you have everything setup correctly, once you click "sign on" in AOL, a connection window for us should pop up. If it doesn't, use Internet Explorer to dialup and connect to us, then go into AOL and sign-on. Call us for tech support if this doesn't fix your problem.