About - Technical Support

• 486 processor (P100 or higher processor recommended)
• 16 MB RAM minimum (32 MB recommended)
• 50 MB unused hard disk space
• 14.4 Kbps modem minimum (28.8 Kbps or higher recommended)
• CD-ROM drive

• 68030 processor or higher
• 16 MB RAM (20 MB RAM recommended)
• 21 MB unused hard drive space
• 4.4 Kbps modem (28.8 Kbps or higher recommended)
• Macintosh OS 7.5.3 or later (including OS 8)
• Transport version 1.0.9 or higher installed
• 256 color monitor
• CD-ROM drive (2x speed or higher recommended)

Can I access FamilyClick from outside the US and Canada? Currently International roaming access is limited to parts of Japan, but additional countries will be added soon. For an update contact Customer Support 24 hours a day, seven days a week at or support.

What is FamilyClick’s privacy policy?

What is FamilyClick’s position on spam?FamilyClick will not tolerate "spamming" of or by its members. We have attempted to minimize spamming by blocking any email that comes from a known spamming address (list is updated daily), comes from a phony email address, is relayed from another computer (spamming trick), or comes from a website that is blocked. If you believe you are being spammed by another FamilyClick member please report them here. For more information on FamilyClick's policy concerning Spam, please refer to our Terms of Use.

In addition to the database of sites, FamilyClick uses the "next generation" of filtering technology called Dynamic Document Review (DDRTM) to filter objectionable material before it is delivered to your computer. The DDRTM process scans pages in real time and scores each Web page based on a review of the relationship and proximity of words to other words on the page. DDRTM can distinguish between a site on "breast cancer" and a site on "girls with big breasts," and treats the phrase "sexual harassment" differently from "sexual pictures." By choosing special FamilyClick Access Levels, you choose the type of material that DDRTM filters and the sensitivity of this filtering process.

Who decides what is blocked?FamilyClick categorizes Internet sites (URL’s) that could be of an adult nature, or which otherwise may be objectionable or inappropriate, into approximately twenty content categories. Access to sites in these categories depends on the level of access (/spacer.gif) to which the family member belongs. This allows FamilyClick to customize access based on the maturity level of the member who is online. The "Account Administrator" for each subscriber family assigns each member of their family to the age appropriate tier. To see detailed definitions of each category, click here.

What if I find a site that I think should be blocked or unblocked? If you feel a site has been categorized incorrectly, click here and send us the information. We will review the site and respond back to you with our findings.

When I attempt to sign in to FamilyClick using my member name and password, I just come back to the sign in page. This can be caused by several factors:

• If "Content Advisor" in Internet Explorer is enabled you must disable it before you can access FamilyClick. FamilyClick's filtering technology is all you need to access the entire Internet safely.

• If Yahoo! Companion is installed it must be removed from your browser. FamilyClick cannot be accessed if this is installed.

• Cookies are disabled. To enable cookies:

  For Internet Explorer, from the Browser window:

  • Select Tools.
  • Select Internet Options.
  • Select Security tab.
  • On the Security tab are four web content zones. Select Internet by clicking on it.
  • Select Custom Level.
  • Scroll down until you see cookies. There are two cookie options: "Allow cookies that are stored on your computer" and "Allow per session cookies (not stored)". Both of these cookie options should have enable selected.
  • Select OK to change settings.
  • This will bring you back to the main security window.
  • Select Local Intranet by clicking on it.
  • Select Custom Level.
  • The same two cookie options exist under Local Intranet that were under Internet, "Allow cookies that are stored on your computer" and "Allow per session cookies (not stored)". Verify that both options are enabled.
  • Select OK.

  For Netscape from the Browser window:

  • Select Edit.
  • Select Preferences.
  • From the category window, select Advanced.
  • In the cookies section select Accept all cookies.
  • Select OK.

• The address of FamilyClick's filtering server is not correct in the Microsoft Internet Explorer browser.

  To correct the address please right click on the FamilyClick or Internet Explorer icon. At the bottom of the menu that appears select PROPERTIES. A box with several tabs will Select the CONNECTIONS tab. A dialog window will appear. Locate and click on the SETTINGS button. The white box lists your dial-up settings. Find FamilyClick, and select it so it is highlighted. Now click on the SETTINGS button to the right. On the settings page, the only box that should be checked is "Use Automatic Configuration Script." The address in the box below should read as http://go./go.pac or http://adm1./auto/pconfig.pac [Note: This complete address will not be visible in the box; you will need to use the right arrow to view the entire address.] In the dial-up settings area, your user name should be in the following format: cl/username. To the right of this, click on PROPERTIES. Now select SERVER TYPES. The type of dial-up server should be PPP: Internet, Windows NT Server, Windows 98. The only boxes that should be checked are: 1) Enable Software Compression, and 2) TCP/IP. Click on the button TCP/IP Settings. The circles checked should be 1) Server Assigned IP Address, and 2) Server Assigned Name Server Addresses. There should not be any numbers other than zero in the rectangular boxes; and the two boxes at the bottom should be checked. Click on OK at the bottom of each page until you are back to your browser. Restart the computer, sign in to FamilyClick and attempt to browse again. If you are still having problems, contact FamilyClick Customer Support at for immediate assistance.

I'm the Family Administrator, why can't I see the Administer Family button? If the Administer Family button is not being displayed on the FamilyClick Homepage it may be because cookies are disabled on your PC. A "cookie" is a small amount of information that a website stores on your hard drive. Cookies help websites identify users when they access the site and help websites tailor your online experience. To verify your cookie settings:

For Internet Explorer, from the Browser window:

• Select Tools.
• Select Internet Options.
• Select Security tab.
• On the Security tab are four web content zones. Select Internet by clicking on it.
• Select Custom Level.
• Scroll down until you see cookies. There are two cookie options: "Allow cookies that are stored on your computer" and "Allow per session cookies (not stored)". Both of these cookie options should have enable selected.
• Select OK to change settings.
• This will bring you back to the main security window.
• Select Local Intranet by clicking on it.
• Select Custom Level.
• The same two cookie options exist under Local Intranet that were under Internet, "Allow cookies that are stored on your computer" and "Allow per session cookies (not stored)". Verify that both options are enabled.
• Select OK.

For Netscape from the Browser window:

• Select Edit.
• Select Preferences.
• From the category window, select Advanced.
• In the cookies section select Accept all cookies.
• Select OK.

Can I use RealPlayer with FamilyClick? Will broadcasts be filtered? FamilyClick has created a RealPlayer Tutorial that will show you how to set up RealPlayer and answer your questions.

Can I use Instant Messaging Services? FamilyClick allows subscribers to use Instant Messaging Services offered by third-party organizations (AOL, Excite, Yahoo, etc.). Instant Messaging is an option that the Family Administrator controls and applies to the entire family. It cannot be turned on or off for individual family members. The Family Administrator can set this option through the Administer Family function accessed from the FamilyClick homepage. A tutorial is available on how to set up Instant Messaging services. Warning: At this time, FamilyClick cannot monitor or filter Instant Messages and the other products (chat) offered by these services. Children may be subject to inappropriate content.

How can I set up other software packages to work with FamilyClick? Software packages which you might purchase or download, may need to be manually configured before they will work correctly. Click here to view a tutorial on how to configure other software packages.

Ever since I installed FamilyClick some of my programs that work with the Internet to send or download information do not work properly. What do I do? FamilyClick works by directing all network traffic from your computer to our proxy servers. Our servers then go out into the Internet and get the material requested. In order for this to work correctly, the software that you use to communicate on the Internet needs to be configured to use these proxy servers. For more information and instructions for making these changes click here.

How do I access News or News Groups with FamilyClick? The FamilyClick News Access Tutorial should answer all your questions concerning news and news access. Click here to view tutorial.

How do I set up a personal web page on FamilyClick? Click here for information on FamilyClick Personal Web Pages.

What access number should I use? You can click here to find an access number in your area. Remember, FamilyClick members are responsible for all long distance charges associated with connecting to FamilyClick’s network. If you are not sure check with your phone carrier to determine if the number selected is considered a local call.

• User ID
• Existing credit card information
• New credit card information

How do I update my address information? To update your address information, including mailing and/or billing addresses, please contact Customer Support either by calling , or email at support. Be sure to have the following information available:

• User ID
• Old billing address
• New billing address
• Last 4 digits of credit card used to pay for the account.

• Full name
• User ID
• Mailing address
• Last 4 digits of credit card used to pay for the account.

• Double-click on the My Computer icon, which is normally in the upper left-hand corner of the Windows 95/98 desktop.
• Double-click on the Dial-Up Networking folder. If you do not see the Dial-Up Networking folder under My Computer, then click on the Start button, select Programs, choose Accessories, and then Dial-Up Networking.
• You should now see an icon labeled, FamilyClick or something similar. Right-click on the icon and select Properties.
• Under the General tab, in the Area code field, delete the current area code and enter in the new area code.
• In the Telephone Number field, delete the current phone number and enter the new phone number.
• Click on OK.
• Double-click on the icon you have just modified (FamilyClick or something similar).
• Click on the Dial Properties button.
• Under the My Locations tab, in the The area code is field, delete the current area code and enter the new area code.
• Click on OK.
• Click on the Connect button to dial in or click on the X in the upper right-hand corner of the window to close the dialer.
• If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

• The first step will be to get into the ConfigPPP dialer by following these instructions:
  • From the menu bar, click on the apple icon in the upper left-hand corner of the desktop.
  • Select Control Panels from the menu that appears.
  • Then double-click on ConfigPPP from the sub-menu.
    
    OR
    
    
  • Double-click on the hard drive icon on the desktop (normally in the upper right-hand corner).
  • Double-click on the System folder.
  • Click on the Control Panels icon.
  • Click on the ConfigPPP icon.
  • Click on the Config button.
  • Delete the old access number and type in the Phone num field the new access number.
  • Click on Done.
  • Click on Connect to start the dialer or click on the gray square in the upper left-hand corner to close the window.
  
  
• If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support

• the FreePPP Setup in one of two ways:
  
  • the PPP Setup application located under the apple icon in the upper left-hand corner of the desktop.
    
    OR
    
    
  • Double-click on the hard drive icon on the desktop (normally in the upper right-hand corner).
  • Double-click on the FamilyClick folder.
  • Double-click on the FreePPP Setup icon.

• Once in FreePPP Setup, you will notice a little blue arrow that will be pointed down or to the right. If it is pointing down, click on the Account tab. If the arrow is pointing to the right, click on it. The arrow will then point down. Click on the Account tab.
• If FamilyClick is the only provider you have, it should already be highlighted. Click on the Edit tab.
• Delete the old access number and type in the Phone num field the new access number.
• Click on OK.
• Click on Connect to start the dialer or click on the grey square in the upper left-hand corner of the FreePPP Setup window to close the dialer.
• If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or e-mail to support

• The first step to configuring the PPP dialer is to get into the PPP dialer. Choose one of the following methods:
  • From the menu bar, click on the apple icon in the upper left-hand corner of the desktop.
  • Select Control Panels from the menu that appears.
  • Then double-click on PPP from the sub-menu.

  OR

  • Double-click on the hard drive icon on the desktop (normally in the upper right-hand corner).
  • Double-click on the System folder.
  • Click on the Control Panels icon.
  • Click on the PPP icon.

  · In the PPP dialer, enter the following information:

  • Select the Registered User option.
  • In the Name field, enter your User ID (user name).
  • In the Password field, enter your password.
  • Click in the Save password box to save the password or leave it blank if you do not wish to do so.
  • In the Number field, enter the access number you use to connect to FamilyClick
  • Click on the Options button. Select Allow error correction and compression in modem and Use TCP header compression.
  • Click on OK.
  • Click on Connect to use the dialer or click on the gray square in the upper left-hand corner of this window to close the PPP dialer.
  • If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

  I must dial a "9" to get an outside line. How do I configure my dialer to add this? To add a dial-in prefix to your dialer, select the dialer you use to connect to FamilyClick:

  Windows 95/98

  • Double-click on the My Computer icon, which is normally in the upper left-hand corner of the Windows 95/98 desktop.
  • Double-click on the Dial-Up Networking folder. If you do not see the Dial-Up Networking folder under My Computer, then click on the Start button, select Programs, choose Accessories, and then Dial-Up Networking.
  • Double-click on the icon labeled, FamilyClick or something similar.
  • Click on the Dial Properties button.
  • Under the My Locations tab, in the To access a outside line, first dial field, click in the for local box and enter the dial-in prefix. Click on OK. If the number you are dialing is long distance, click in the for long distance box and enter the prefix code. Click on OK. The most common prefix code for an outside line is 9, but we recommend that you contact your phone company, office, or hotel you are at to get the specific prefix.
  • Click on the Connect button to dial in or click on the X in the upper right-hand corner of the window to close the dialer.
  • If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

  Macintosh, ConfigPPP Dialer

  • The first step will be to get into the ConfigPPP dialer by following these instructions:
  • From the menu bar, click on the Apple icon in the upper left-hand corner of the desktop.
  • Select Control Panels from the menu that appears.
  • Then double-click on ConfigPPP from the sub-menu.

  OR

  • Double-click on the hard drive icon on the desktop (normally in the upper right-hand corner).
  • Double-click on the System folder.
  • Click on the Control Panels icon.
  • Click on the ConfigPPP icon.
  • Click on the Config button.
  • In the Phone num field, click in front of the first number and enter the dial-in prefix followed by a ",". The most common dial-in prefix is 9, but we recommend that you contact your phone company, office, or the hotel you are at to get the specific prefix.
  • Click on Done.
  • Click on Connect to start the dialer or click on the grey square in the upper left-hand corner to close the window.
  • If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

  Macintosh,FreePPP Setup

  • the FreePPP Setup in one of two ways:
  • the PPP Setup application located under the apple icon in the upper left-hand corner of the desktop.

  OR

  • Double-click on the hard drive icon on the desktop (normally in the upper right-hand corner).
  • Double-click on the FamilyClick folder.
  • Double-click on the FreePPP Setup icon.
  • Once in FreePPP Setup, you will notice a little blue arrow that will be pointed down or to the right. If it is pointing down, click on the Account tab. If the arrow is pointing to the right, click on it. The arrow will then point down. Click on the Account tab.
  • If FamilyClick is the only provider you have, it should already be highlighted. Click on the Edit tab.
  • In the Phone number field, click in front of the first number and enter the dial-in prefix followed by a ",". The most common dial-in prefix is 9, but we recommend that you contact your phone company, office, or the hotel you are at to get the specific prefix. For example, if the phone number was 123-4567 and you added the dial-in prefix of 9, the number in the Phone number field would now appear as 9,123-4567.
  • Click on OK.
  • Click on Connect to start the dialer or click on the gray square in the upper left-hand corner of the FreePPP Setup window to close the dialer.
  • If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

  Macintosh, PPP Dialer

  The first step to configuring the PPP dialer is to get into the PPP dialer. Choose one of the following methods:

  • From the menu bar, click on the apple icon in the upper left-hand corner of the desktop.
  • Select Control Panels from the menu that appears.
  • Then double-click on PPP from the sub-menu.

  OR

  • Double-click on the hard drive icon on the desktop (normally in the upper right-hand corner).
  • Double-click on the System folder.
  • Click on the Control Panels icon.
  • Click on the PPP icon.

  · In the PPP dialer, enter the following information:

  • Select the Registered User option.
  • In the Name field, enter your User ID (user name).
  • In the Password field, enter your password.
  • Click in the Save password box to save the password or leave it blank if you do not wish to do so.
  • In the Number field, enter the access number you use to connect to FamilyClick.
  • Click on the Options button. Select Allow error correction and compression in modem and Use TCP header compression.
  • Click on OK.
  • Click on Connect to use the dialer or click on the gray square in the upper left-hand corner of this window to close the PPP dialer.
  • If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

   

  I am now required by my local phone company to include the area code when I dial my FamilyClick access number. After I changed the area code it now puts a "1" in front of the area code and number. How can I get my dialer to dial the number without dialing the "1"? To configure your dialer for a 10-digit dial-in:

  Windows 95/98:

  • Double-click on the My Computer icon, which is normally in the upper left-hand corner of the Windows 95/98 desktop.
  • Double-click on the Dial-Up Networking folder. If you do not see the Dial-Up Networking folder under My Computer, then click on the Start button, select Programs, choose Accessories, and then Dial-Up Networking.
  • You should now see the icon labeled, FamilyClick or something similar. Right-click on the icon and select Properties.
  • Under the General tab, in the Area code field, delete the area code. In the Telephone number field, click in front of the first number and enter the area code followed by a "-". For example, if the phone number was 123-4567 and you added the area code of 555, the number in the Telephone number field would now appear as .
  • Click on OK.
  • Double-click on the FamilyClick icon to start the dialer or close both Dial-Up Networking and My Computer windows by clicking on the X in the upper right-hand corner of each window.
  • If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

  Macintosh, ConfigPPP Dialer

  • The first step will be to get into the ConfigPPP dialer by following these instructions:
  • From the menu bar, click on the apple icon in the upper left-hand corner of the desktop.
  • Select Control Panels from the menu that appears.
  • Then double-click on ConfigPPP from the sub-menu.

  OR

  • Double-click on the hard drive icon on the desktop (normally in the upper right-hand corner).
  • Double-click on the System folder.
  • Click on the Control Panels icon.
  • Click on the ConfigPPP icon.
  • Click on the Config button.
  • In the Phone num field, click in front of the first number and enter the area code followed by a "-". For example, if the phone number was 123-4567 and you added the area code of 555, the number in the Phone num field would now appear as .
  • Click on Done.
  • Click on Connect to start the dialer or click on the gray square in the upper left-hand corner to close the window.
  • If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

  Macintosh,FreePPP Setup

  • the FreePPP Setup in one of two ways:
  • the PPP Setup application located under the apple icon in the upper left-hand corner of the desktop.

  OR

  • Double-click on the hard drive icon on the desktop (normally in the upper right-hand corner).
  • Double-click on the FamilyClick folder.
  • Double-click on the FreePPP Setup icon.
  • Once in FreePPP Setup, you will notice a little blue arrow that will be pointed down or to the right. If it is pointing down, click on the Account tab. If the arrow is pointing to the right, click on it. The arrow will then point down. Click on the Account tab.
  • If FamilyClick is the only provider you have, it should already be highlighted. Click on the Edit tab.
  • In the Phone number field, click in front of the first number and enter the area code followed by a "-". For example, if the phone number was 123-4567 and you added the area code of 555, the number in the Phone number field would now appear as .
  • Click on OK.
  • Click on Connect to start the dialer or click on the grey square in the upper left-hand corner of the FreePPP Setup window to close the dialer.
  • If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

  Macintosh, PPP Dialer

  The first step to configuring the PPP dialer is to get into the PPP dialer. Choose one of the following methods:

  • From the menu bar, click on the apple icon in the upper left-hand corner of the desktop.
  • Select Control Panels from the menu that appears.
  • Then double-click on PPP from the sub-menu.

  OR

  • Double-click on the hard drive icon on the desktop (normally in the upper right-hand corner).
  • Double-click on the System folder.
  • Click on the Control Panels icon.
  • Click on the PPP icon.

  · In the PPP dialer, enter the following information:

  • Select the Registered User option.
  • In the Name field, enter your User ID (user name).
  • In the Password field, enter your password.
  • Click in the Save password box to save the password or leave it blank if you do not wish to do so.
  • In the Number field, enter the access number you use to connect to FamilyClick.
  • Click on the Options button. Select Allow error correction and compression in modem and Use TCP header compression.
  • Click on OK.
  • Click on Connect to use the dialer or click on the gray square in the upper left-hand corner of this window to close the PPP dialer.
  • If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

   

  I have call waiting and it interferes with my Internet connection. Why does this happen and how do I fix it?Any interruption in the phone line such as someone picking up the phone or the beep-beep you get when another call is coming in will disrupt the connection. To prevent this from happening, you will want to configure your dialer to disable call waiting when you go online. To disable call waiting when you go online:

  Windows 95/98:

  • Double-click on the My Computer icon, which is normally in the upper left-hand corner of the Windows 95/98 desktop.
  • Double-click on the Dial-Up Networking folder. If you do not see the Dial-Up Networking folder under My Computer, then click on the Start button, select Programs, choose Accessories, and then Dial-Up Networking.
  • Double-click on the icon labeled, FamilyClick or something similar.
  • Click on the Dial Properties button.
  • Under the My Location tab, click in the box to the left of This location has call waiting. To disable it, dial and an X will appear. Now click on the down arrow and a list of common disable call waiting codes will appear. Select a code. Normally, *70 works, but we recommend that you contact your phone company to get the specific code for your area.
  • Click on OK.
  • Click on the Connect button to dial in or click on the X in the upper right-hand corner of the window to close the dialer.
  • If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

  Macintosh, ConfigPPP Dialer

  • The first step will be to get into the ConfigPPP dialer by following these instructions:
  • From the menu bar, click on the Apple icon in the upper left-hand corner of the desktop.
  • Select Control Panels from the menu that appears.
  • Then double-click on ConfigPPP from the sub-menu.

  OR

  • Double-click on the hard drive icon on the desktop (normally in the upper right-hand corner).
  • Double-click on the System folder.
  • Click on the Control Panels icon.
  • Click on the ConfigPPP icon.
  • Click on the Config button.
  • In the Phone num field, click in front of the first number and enter the disable call waiting code followed by a ",". Normally, *70 works, but we recommend that you contact your phone company to get the specific code for your area. For example, if the phone number was 123-4567 and you added the code of *70, the number in the Phone num field would now appear as *70,123-4567.
  • Click on Done.
  • Click on Connect to start the dialer or click on the grey square in the upper left-hand corner to close the window.
  • If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week. . Email to support.

  Macintosh,FreePPP Setup

  • the FreePPP Setup in one of two ways:
  • the PPP Setup application located under the apple icon in the upper left-hand corner of the desktop.

  OR

  • Double-click on the hard drive icon on the desktop (normally in the upper right-hand corner).
  • Double-click on the FamilyClick folder.
  • Double-click on the FreePPP Setup icon.
  • Once in FreePPP Setup, you will notice a little blue arrow that will be pointed down or to the right. If it is pointing down, click on the Account tab. If the arrow is pointing to the right, click on it. The arrow will then point down. Click on the Account tab.
  • If FamilyClick is the only provider you have, it should already be highlighted. Click on the Edit tab.
  • In the Phone number field, click in front of the first number and enter the disable call waiting code followed by a ",". Normally, *70 works, but we recommend that you contact your phone company to get the specific code for your area. For example, if the phone number was 123-4567 and you added the code of *70, the number in the Phone number field would now appear as *70,123-4567.
  • Click on OK.
  • Click on Connect to start the dialer or click on the grey square in the upper left-hand corner of the FreePPP Setup window to close the dialer.
  • If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week. . Email to support.

  Macintosh, PPP Dialer

  The first step to configuring the PPP dialer is to get into the PPP dialer. Choose one of the following methods:

  • From the menu bar, click on the apple icon in the upper left-hand corner of the desktop.
  • Select Control Panels from the menu that appears.
  • Then double-click on PPP from the sub-menu.

  OR

  • Double-click on the hard drive icon on the desktop (normally in the upper right-hand corner).
  • Double-click on the System folder.
  • Click on the Control Panels icon.

  Click on the PPP icon.

  • Click on the Control Panels icon.
  • Click on the PPP icon.

  · In the PPP dialer, enter the following information:

  • Select the Registered User option.
  • In the Name field, enter your User ID (user name).
  • In the Password field, enter your password.
  • Click in the Save password box to save the password or leave it blank if you do not wish to do so.
  • In the Number field, enter the access number you use to connect to FamilyClick.
  • Click on the Options button. Select Allow error correction and compression in modem and Use TCP header compression.
  • Click on OK.
  • Click on Connect to use the dialer or click on the gray square in the upper left-hand corner of this window to close the PPP dialer.
  • If you have any questions about settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

   

  Modem Information

  I have added a new modem and now when I try to access FamilyClick I get an error saying there is no response from the modem. How can I fix this?

  What are initialization strings and how can I change them to work better with FamilyClick?

  Why am I unable to connect at 56Kbps?

  How do I know if my modem is a V.90 modem, or if it has been upgraded?

  How do I upgrade my 56k modem to V.90?

   

  I have added a new modem and now when I try to access FamilyClick I get an error saying there is no response from the modem. How can I fix this? Modems typically get installed in one of two ways. Either the modem vendor provides installation diskettes or the modem could be a "Plug and Play" (PnP). PnP is most common on Windows 95/98. If Windows 95/98 has detected and installed your new modem in your Control Panel the next step would be to ensure Dial-Up Networking knows you have a new modem:

  • Double-click on the My Computer icon on your desktop. You should now see a folder called, Dial-Up Networking. If you do not, it is possible that the Dial-Up Networking folder may be in another location. If this is the case, click on the Start button, select Programs, and then Accessories. You should now see the Dial-Up Networking heading.
  • Double-click on the Dial-Up Networking folder. You will now see the icon for the connection you use for FamilyClick
  • Right-click on the icon for FamilyClick and select Properties from the menu that appears.
  • Once in Properties, you will see a field that shows Connect Using. Make sure that it is listing the new modem that you have just installed. If it does not, click on the down arrow in the window and select the new modem you have just installed. If your new modem does not appear as a choice, you can try reinstalling the modem again.
  • Click OK and close the Dial-Up Networking and My Computer windows.
  • If you find that after changing the modem it still does not work or if you reinstall the modem and it still cannot be recognized by Dial-Up Networking, contact the modem vendor for help. As always, if you have any questions about your settings or account information, you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

  What are initialization strings and how can I change them to work better with FamilyClick? Initialization strings are your modem’s operating instructions. If you are having problems communicating with our modems and have ruled out incorrect settings, access site problems, hardware issues and telephone issues it is possible the initialization strings are not working properly. You should contact your modem manufacturer to determine the best initialization strings for your particular modem. However, we do have some initialization strings that work the majority of the time:

  • 14.4 Kbps modems – try: AT&F1
  • 28.8 Kbps, 33.6Kbps – try: AT&F
  • 28.8 Kbps, 33.6 Kbps, 56 Kbps – try: ATZ
  • All are case sensitive. To change the initialization strings for your modem (Windows 95/98) click on My Computer. Then click on Control Panel. Then click on Modems. Click on Properties. Then click on Connections. Select Advanced. At the bottom you will see Extra Settings. Type in the appropriate setting from the list above. Remember, the strings are case sensitive. Then click OK. If you have any problems you can contact Customer Support at , 24 hours a day, 7 days a week or email to support.

  Why am I unable to connect at 56Kbps? Basically there are three reasons you will not get true 56k connections:

  • The FCC has set a limit on the amount of power that phone companies can use to send signals over the network. This limit is 53Kbps, regardless of what your modem can actually deliver.
  • If your local phone company routes your call to your ISP through analog switches you will lose 56k performance.
  • Anything that adds "noise" to your telephone line or causes an analog to digital conversion between your ISP and your modem will reduce the transmission performance. The telephone company is only obligated to provide you with a line clean enough to get 48Kbps data ranges. Tests have shown that typical connection speeds will range from 42Kbps tp 52Kbps.

  How do I know if my modem is a V.90 modem, or if it has been upgraded? You can contact your modem manufacturer or visit the web site http:/www.56k.com for useful information on modems and 56k technology.

  How do I upgrade my 56k modem to V.90? Contact your modem manufacturer or computer vendor for the best way to upgrade. Many manufacturers offer free downloads from their web sites.

  Email Information

  Does my FamilyClick software include an email application?

  What email applications can I use with FamilyClick?

  I have only added four new email accounts, but when I try to add another it says I already have five. Why is this?

  Can I restrict who I can receive email from?

  How do I setup Outlook Express?

   

  Does my FamilyClick software include an email application? Your FamilyClick welcome kit comes with our own email application that is easy to use and even easier to set up. You have the capacity for up to five email addresses and have the option to have the filter on or off for each of them.

  What email applications can I use with FamilyClick? You should be able to use any email application to send and receive email with FamilyClick. You will need to use our general mail settings:

      Outgoing mail (SMTP) Server: mail.
      Incoming mail (POP3) Server: Pop.
      E-mail Address: username
      Username: Your FamilyClick username (do not use the cl/ prefix here)
      Password: Your FamilyClick password (same as dialup password)
  

  I have only added four new email accounts, but when I try to add another it says I already have five. Why is this? When you initially registered and set up your Administrator account, the first of your five email addresses was automatically set up for the Administrator. That would leave four additional addresses that could be created.
  

  Can I restrict who I can receive email from? This can be done through the use of "white lists," which are lists of only those email addresses you will accept email from. For a tutorial on how to create white lists with Microsoft Outlook, click here.

  How do I setup Outlook Express?   View Outlook Express Tutorial.

  Web Browser Information

  Which Web browser software can I use with FamilyClick?

  Does FamilyClick provide me with Web browser software?

  How can I access FamilyClick with my Netscape browser?

  When Imy browser I get an error that says an illegal operation has been performed. What does this mean?

  When I try toa web page I get the error "Unable to locate the server. The server does not have a DNS entry. Check the name in the location (URL) and try again." What does this mean and how do I fix it?

  What are plug-ins?

  Where can I get plug-ins for my Web browser application?

  I have a Mac and I am unable to access any pages with a secure connection. What do I do?

  Which Web browser software can I use with FamilyClick? You can use most Web browsers with FamilyClick. The only condition is that the dialer used in conjunction with the browser support the PPP protocol.

  Does FamilyClick provide me with Web browser software? The FamilyClick Welcome Kit comes with Internet Explorer 5.0.

  How can I access FamilyClick with my Netscape browser? If you want to use Netscape rather than Internet Explorer, all you need to do is configure it to use the FamilyClick proxy server. Start Netscape and select Preferences from the Edit Menu. Under Advanced, select Proxies. Then select Automatic Proxy Configuration. As the Configuration Location enter http://go./go.pac Click on OK to save your changes then restart Netscape.

  You can also use Netscape to read and send email and netnews messages. However, if you have more than one user in your household, we recommend that you do not use Netscape for this purpose. It is not currently possible to set up Netscape for multiple accounts. If you do choose to use it, here are the server names you'll need:

  • Incoming Mail Server: pop.
  • Outgoing Mail Server: smtp.
  • Newsgroup Server: news.

  When Imy browser I get an error that says an illegal operation has been performed. What does this mean? There are many reasons why you could get this error message, but the most common reasons are a problem with the application itself, or a memory conflict problem.

  If you have recently installed new software or upgrades to your computer and are now getting this error message try uninstalling the recently added software and see if the browser will now work. If it does then there could be a conflict with this new software and your browser. Contact the software manufacturer to see if they are aware of any conflicts with your browser.

  If you had to reboot your computer while in the browser it is possible the browser software became corrupted. Try reinstalling the browser software.

  If you continue to have problems you can contact Customer Support at , 24 hours a day, 7 days a week or e-mail to support.

  When I try toa web page I get the error "Unable to locate the server. The server does not have a DNS entry. Check the name in the location (URL) and try again." What does this mean and how do I fix it? The problem could be that you are not connected. Try closing allapplications (including FamilyClick), reboot your computer and log back into FamilyClick. If you are certain you are connected and still get this message the problem could be settings related. Contact Customer Support at , 24 hours a day, seven days a week or e-mail to support.

  What are plug-ins? Plug-ins are "helper" programs that work in conjunction with your browser to allow you to view files or listen to files that may exist on certain Web pages. Currently FamilyClick provides you with two plug-ins, Shockwave and Flash, to enhance graphics and animation.

  Where can I get plug-ins for my Web browser application? The best source of plug-ins for your browser is the Web site of the manufacturer of your browser. Another good source of plug-in information is the site http://www.tucows.com.

  I have a Mac and I am unable to access any pages with a secure connection. What do I do?  Proxy settings must be set as follows:

  Under the Edit, Preferences menu option, select Network and then Proxies.
  Enabled should be selected.

  • Protocol: HTTP  
    Method: Normal 
    Address: proxyfilter.
    Port: 8002

  • Protocol: Secure
    Method: Tunnel 
    Address: proxyfilter.
    Port: 8002

  • Protocol: FTP
    Method: Normal 
    Address: proxyfilter.
    Port: 8002

  • Protocol: Gopher
    Method: Normal 
    Address: (should be blank)    
    Port: (should be blank)
    (We do not support gopher)

  • Protocol: Other
    Method: Normal 
    Address: (should be blank)    
    Port: (should be blank)
    Setting the "Other" protocol to a value will cause Microsoft Outlook
    Express to attempt to connect to the email server through the proxy.
    We do not proxy POP or SMTP.

  *Attempt to proxy local requests checkbox should be unchecked for each protocol.

  *Also user should set adm1. as the only address to access directly. Setting this for any protocol will set it for all protocols.