Troubleshooting

Q. What can I do BEFORE calling UpHi.net, LLC at 847-0036?

A. Try the following common remedies first: 

1.  Unplug the power to the outdoor radio unit for about 20 seconds then plug it back in.

2.  Restart your browser or other internet application.

3.  Try to "ping" the main gateway by following the instructions below. 

4.  Under other circumstances reboot your computer.

Q. What is PING and how do I use it?

A. PING is a small program used to test the connection to the network. To use the program, start by clicking "Start" then "Run" and typing the word "command" (Win95, 98 and ME) or "cmd" (Win2000 or WinXP) and pressing <Enter> then type the following command:

ping 68.177.59.65 <Enter>  (The gateway connection)

The program will test the connection four times and tell you how fast the data arrived in thousandths of a second.  If the response

Reply from 68.177.59.65: bytes=XX time=XXms TTL=XX

occurs, then there should be no problems on your end of the connection.

If you receive the response "Request timed out." during either of the above tests, call UpHi.net, LLC, so that we can troubleshoot the problem for you.  Since we monitor the system constantly, more than likely we are already working on a solution.  

If you receive any other response, call us to help you troubleshoot your connection.

Q. How do I get my e-mail?

A. Use the link below to access SquirrelMail (web-based e-mail browser) and enter your E-mail address and password for your account where prompted.

Check your E-Mail via SquirrelMail

Or you can use a third-party e-mail program (e.g. Outlook Express, Incredi-mail, Eudora).

Here's the pertinent information in order to set up your third-party e-mail:

Username: username@uphi.net  (Your complete e-mail address)

Password: (Case-sensitive)

Incoming mail server: mail.uphi.net (This is a POP3 server on port 110)

Outgoing mail server: mail.uphi.net (This is a SMTP server on port 25)

For outgoing mail, "My outgoing mail server requires authentication" MUST be checked and set to use the same information as the incoming server.  If you have a box marked "Use Secure Password Authentication," it MUST NOT be checked.

If you are trying to send mail through your UpHi.net account from outside of our system and you are being blocked by the other ISP, you may use SquirrelMail or you must change the Outgoing Mail Server Port in your 3rd-party mail program (Outlook, Eudora, Incredi-Mail, etc.) from port 25 to 8025.  Make sure you change it back to port 25 when you connect to our network again.

If you are trying to send mail from a 3rd-party mail program through another server from our network, it will not happen.  You must contact the operator of that server and find out their alternate port or use their web-based mail program.  We will not open port 25 for you due to security reasons.

For other e-mail programs, give us a call and we can help you quickly set it up.  (We will be posting specific instructions on the most common programs soon.)

Q. I tried all the above and still can't get on the Internet.

A. Call UpHi.net, LLC at (505) 847-0036.

Page Last Modified: April 12, 2008