Frequently Asked Questions

Smart-Net 1

Q.How do I shutdown the Smart-Net Server properly?
Q.I've deleted some important files from the server, can I restore them?
Q.What is the default proxy address for the Smart-Net Server?
Q.We are using the iHug Ultra Satellite connection for our internet and the satellite frequency is changing, what do we do?
Q.How do I add web sites to the Blocked Sites list?
Q.The following errors (or similar messages) are showing on the server screen, 'st0: Error with sense data: [valid=0] Info fld=0x0, Current st09:00: sense key Illegal Request Additional sense indicates Invalid command operation code'. What does this mean?
Q.I have just added or changed the Samba Shares from the Admin Menu and they don't seem to be working. What have I done wrong?
Q.The server has been shutdown and when restarted has come up with a message on the screen saying “Press Control-D or Enter root password for maintenance:' what should I do?
Q.We want to “bulk add” users to the server, how do we do this?

Smart-Net 2

Q.How do I shutdown the Smart-Net Server properly?
Q.I've deleted some important files from the server, can I restore them?
Q.What is the default proxy address for the Smart-Net Server?
Q.We are using the iHug Ultra Satellite connection for our internet and the satellite frequency is changing, what do we do?
Q.How do I add web sites to the Blocked Sites list?
Q.I have just added or changed the Samba Shares from the Admin Menu and they don't seem to be working. What have I done wrong?
Q.The server has been shutdown and when restarted has come up with a message on the screen saying 'Press Control-D or Enter root password for maintenance:' what should I do?
Q.We want to “bulk add” users to the server, how do we do this?

Internet and Email

Q.My email is not working - what should I do?
Q.I want to change ISP's - can you do it for us?
Q.I don't think my email is working - how can I confirm if I am sending and receiving emails?
Q.My computer “crashed” and now when I go into Pegasus Mail (PMail) tells me 'The mailbox you are attempting to access appears to be locked by another process." What do I do?
Q.When I try to print an email from within Pegasus Mail, the lines are printed off the side of the page. How do I fix this?
Q.I have a Windows XP workstation that comes up with a “This page can't be displayed” error when I try to access the internet after I put in my username and password. If I press the refresh button it works. Why?
Q.My Internet browser is offline. How to I get back online?
Q.The server is online but i cannot access the internet. How can I fix it?
Q.How come when we search for porn in google, it shows us pages to click? We thought these pages were filtered out.
Q.When I click on Smart-Net Webmail I get 'Your domain is not in the list of the OverLook allowed domains. Contact Administrator!'. How do I get into Overlook?
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Workstations

Q.How do I know if the workstation is connected to the network?
Q.We have VET AntiVirus software installed on our workstations, how can we tell if it is up to date?
Q.My workstation will not boot up and is showing a black screen, what is wrong?
Q.My VET AntiVirus signatures are not up to date. Why not?
Q.I want to boot a new computer so that I can download and install applications from the server. What do I need to do this?
Q.I changed my password for my Smart-Net logon and now my Pegasus Mail won't work!
Q.I have followed your document 'How to get Windows XP to Login to Smart-Net' but it does not work! - I get stuck at the joining the domain section where it says it cannot find the domain. Why?
Q.I have recently applied the Windows XP patches and followed the instructions given to firewall my computer and now cannot connect to the Smart-Net Server. Why not?
Q.I have just added or changed the Mail Aliases from the Admin Menu and they don't seem to be working. What have I done wrong?
Q.Smart Login v1.6 working with MS Vista
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Smart-Net 1

Q. How do I shutdown the Smart-Net Server properly?
A. DO NOT just TURN THE Smart-Net Server OFF!
  • You must be an administrator to correctly shutdown the server.
  • You have the option of using the web interface from a workstation or the command line on the server.
  • To use the web interface, select the Admin option from the Intranet web page and then Special then Shutdown Server and follow the prompts.
  • To use the command line interface, you must logon to the server as “root” then type the following command: “shutdown -h now” then press Enter. Once the server displays the message “System is now halted” it is safe to turn it off.
  • To restart the server - Turn it ON.
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Q. I've deleted some important files from the server, can I restore them?
A. At this time there is no method for you to restore any deleted files. Please contact Smart Computer Systems for help. Restoration is dependant on your server having a backup system in place and a completed backup available with your deleted files still intact. You will also need to know the filename/s and directory name/s that are required to be restored. We will if possible restore these files to another directory for you to move to your preferred location. This prevents wanted files being overwritten.
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Q. What is the default proxy address for the Smart-Net Server?
A. The default proxy address is: 192.168.1.1 Port: 3128 (Found under Internet Explorer / Tools / Internet Options / Connections / LAN Settings / Proxy Server, there should be a tick in both boxes - ie: Use a proxy server, and the Bypass proxy for local addresses boxes)
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Q. We are using the iHug Ultra Satellite connection for our internet and the satellite frequency is changing, what do we do?
A. In the Support, Documentation, Broadband area of our web site at www.smartcom.co.nz you will find instructions for changing the satellite settings. Please note that you will need to enter the new values as advised by iHug and not necessarily the values shown in the document on our web site.
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Q. How do I add web sites to the Blocked Sites list?
A. Select the Admin menu from the Smart-Net Intranet page. Select Menu / Internet / Good/Bad List Editor. Enter the details of the site you want to block. Remember to only put in the site name and no 'www.' Eg: 'sex.com' not 'www.sex.com'. Please see the Smart-Net Administrators Manual for further information.
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Q. I have just added or changed the Samba Shares from the Admin Menu and they don't seem to be working. What have I done wrong?
A. When in the Samba Shares Menu, after adding / changing your shares you MUST select the [Compile Samba Shares] option at the top of the page for these changes to take effect.
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Q. The server has been shutdown and when restarted has come up with a message on the screen saying 'Press Control-D or Enter root password for maintenance:' what should I do?
A. DO NOT press Control-D, if you already have, turn the server off, count to 20 then turn it back on. Once the message is displayed again you will need to login as Root on the server and complete a manual FSCK on the server- contact us for further details. A separate document called 'Server Restart' can be found in the Smart-Net / Smart Documents area of our web site which details the manual FSCK procedure for most servers. Please download this document before you need it!
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Q. We want to “bulk add” users to the server, how do we do this?
A. Please email us an Excel spreadsheet as per the details below for us to import the users for you. There is no local option at this time to do this due to the chances of errors causing major problems.
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Smart-Net 2

Q. How do I shutdown the Smart-Net Server properly?
A. DO NOT just TURN THE Smart-Net Server OFF!
  • You must be an administrator to correctly shutdown the server.
  • You have the option of using the web interface from a workstation or the command line on the server.
  • To use the web interface, select Server Management from the left hand menu, Power Management, Shutdown and follow the prompts.
  • To use the command line interface, you must logon to the server as “root” then type the following command: “shutdown -h now” then press Enter. Once the server displays the message “System is now halted” it is safe to turn it off.
  • To restart the server - Turn it ON.
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Q. I've deleted some important files from the server, can I restore them?
A. At this time there is no method for you to restore any deleted files. Please contact Smart Computer Systems for help. Restoration is dependant on your server having a backup system in place and a completed backup available with your deleted files still intact. You will also need to know the filename/s and directory name/s that are required to be restored. We will if possible restore these files to another directory for you to move to your preferred location. This prevents wanted files being overwritten.
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Q. What is the default proxy address for the Smart-Net Server?
A. The default proxy address is: 192.168.1.1 Port: 3128 (Found under Internet Explorer / Tools / Internet Options / Connections / LAN Settings / Proxy Server, there should be a tick in both boxes - ie: Use a proxy server, and the Bypass proxy for local addresses boxes)
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Q. We are using the iHug Ultra Satellite connection for our internet and the satellite frequency is changing, what do we do?
A. In the Support, Documentation, Broadband area of our web site at www.smartcom.co.nz you will find instructions for changing the satellite settings. Please note that you will need to enter the new values as advised by iHug and not necessarily the values shown in the document on our web site.
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Q. How do I add web sites to the Blocked Sites list?
A. Select Server Management, Internet Management and Website Management. Tick a list name, type the domain name then click 'Update Lists'. Remember to only put in the site name and no 'www.' Eg: 'google.com' not 'www.google.com'. Please see the Smart-Net Administrators Manual for further information.
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Q. I have just added or changed the Samba Shares from the Admin Menu and they don't seem to be working. What have I done wrong?
A. When in the Samba Shares Menu, after adding / changing your shares you MUST select the [Compile Samba Shares] option at the top of the page for these changes to take effect.
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Q. The server has been shutdown and when restarted has come up with a message on the screen saying 'Press Control-D or Enter root password for maintenance:' what should I do?
A. DO NOT press Control-D, if you already have, turn the server off, count to 20 then turn it back on. Once the message is displayed again you will need to login as Root on the server and complete a manual FSCK on the server- contact us for further details.
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Q. We want to “bulk add” users to the server, how do we do this?
A. User accounts should be listed in the following format and saved as a comma delimited CSV file.

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Internet and Email

Q. My email is not working - what should I do?
A. Common causes of email related problems are:
  • Your Internet Service Provider (ISP) has a problem. (This happens more often that most people realize - and they rarely admit that they have a problem)
  • You have not paid your domain name renewal fee. Please note that domain name renewal is usually an annual requirement and is separate to your ISP account for internet access.
  • There is a “corrupt” email on your isp's server that cannot be downloaded. Use the webmail interface at your isp to clear any junk emails.
  • Send an email to test@smartcom.co.nz an automatic reply should be returned to you within 15 minutes. (Depending on mail polling times etc)
  • Your modem may be locked up (If no-one can send or receive external emails or browse the internet then if you have a dialup modem, turn the modem ONLY off for 30 seconds then back on, if your system has been setup to be online continuously during the day the modem should dial up automatically and reconnect within about 2 minutes)
  • Someone is sending or receiving a very large email or attachment which will slow or stop all other internet traffic.
  • You entered an invalid password when you clicked on Pegasus Mail. Exit Pegasus Mail and retry.
  • You use iHug satellite for your internet and are currently switched to modem - change back to satellite.
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Q. I want to change ISP's - can you do it for us?
A. Partly - You need to organize your new account username and password details with your new ISP. We cannot do this for you due to security reasons.
Once the new account has been setup please contact us to transfer your Smart-Net Server over to use the new account. We can then arrange the transfer of your domain, to achieve this however we will require your UDAI code. This needs to be obtained by you from your old domain holder.
Remember that once you are satisfied that your new ISP etc is working correctly, to cancel your old ISP accounts.
Please note that there will be charges for these changes.
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Q. I don't think my email is working - how can I confirm if I am sending and receiving emails?
A. Send an email to test@smartcom.co.nz - This is an automated system (currently 8.30am to 5.00pm M-F) which will reply to your email if it is received. Due to email polling delays etc, please allow up to 15 minutes for your reply to arrive. (Of course it will not arrive if there is a problem)
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Q. My computer “crashed” and now when I go into Pegasus Mail (PMail) tells me 'The mailbox you are attempting to access appears to be locked by another process." What do I do?
A. When a user runs pmail4 a mailbox.lck file is created in the h:\pmail folder. This means only one instance of pmail4 can be running at a time for that particular user anywhere. This is pmail4's way of protecting users mail from data corruption. If you are 100% certain you are not logged in anywhere else with pmail4 open, browse to your h:\pmail folder and remove the file called "mailbox.lck". Run pmail4 again. If you did have pmail4 still open and you removed the mailbox.lck file, and you've run pmail4 again you will corrupt your pmail folders. You have been warned.
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Q. When I try to print an email from within Pegasus Mail, the lines are printed off the side of the page. How do I fix this?
A. When you are viewing the message, on the top of the main Pegasus Mail screen there will be an option called “Reader” then click the “Reformat Long Lines” option. (A tick will appear beside this option)
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Q. I have a Windows XP workstation that comes up with a “This page can't be displayed” error when I try to access the internet after I put in my username and password. If I press the refresh button it works. Why?
A. This is a bug that Microsoft introduced in SP1 of IE6 and Windows XP SP1. The fix for this problem (IE6SP1 Proxy Patch) can be found on our web site at www.smartcom.co.nz under the Smart-Net / Smart Documents area. Download and run the patch file on any affected workstations.
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Q. My Internet browser is offline. How to I get back 'online'?
A. If you are using Internet Explorer, you can go back 'online' by going to the menu bar, click on 'tools' and click on 'Work Offline' so that the tick has been removed.
If you are using Mozilla Firefox, go to the menu bar, 'file' and click on 'Work Offline' so that the tick has been removed.
A refresh after you have gone back online should bring back your webpage.
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Q. The server is online but i cannot access the internet. How can i fix it?
A. If you have a broadband modem, the server is online and you are unable to access the internet the first step would be to restart the modem. To do this you will need to remove the power cable out of the back of the modem for 10 seconds, place it back in and wait for about 5 minutes then try accessing the internet again.
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Q. How come when we search for porn in google, it shows us pages to click? We thought these pages were filtered out.
A. The pages will still show, but if you click on any of the links, you will get the Smart-Net blocked page.
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Q. When I click on Smart-Net Webmail, I get 'Your domain is not in the list of the OverLook allowed domains. Contact Administrator!'. How do I get into Overlook?
A. This has happened because in a previous session of Overlook you have closed the browser window/tab rather than signing out. You will need to click on 'Go to the login page' and login as per usual. For MAC's you will need to delete your browser cache, shut the browser then open the browser. Remember to 'Sign Out' of Overlook.
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Workstations

Q. How do I know if the workstation is connected to the network?
A. Open a DOS window by going to 'Start' -> 'Run' and type cmd. Then type the following command ­- “ping 192.168.1.1” (Where 192.168.1.1 is the Smart-Net Server IP address - yours may be different!) If your workstation is connected to the server you will see replies from the Smart-Net Server. If no replies are seen, check your cabling and network hubs and switches. (We are of course assuming that the server is turned on and other workstations can access the server!) Can you ping the Smart-Net Server? If you can ping the Smart-Net Server then your internal network cabling and connections are ok. Can you ping www.yahoo.com? If you can ping www.yahoo.com then your internet connection is ok. If you cannot ping www.yahoo.com then check to see if your modem is connected. If there is only a power light and possibly a CD light lit on the modem and no RD or SD light on or flashing then it is OK to turn the MODEM ONLY off then on again.
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Q. We have VET AntiVirus software installed on our workstations, how can we tell if it is up to date?
A. In the system tray (lower right hand side of your screen, near the clock) you will see a VET icon (If is has been installed correctly). The icon should not have a red X through it as this means the virus protection is not active. If you right-click on the VET icon and left-click on Version it will display the current version of the data files and the date of the last update received. Please note that as updates are only done as they are required, the date shown may be a few days old. If it is longer than 7 days from the present date contact Smart Computer Systems as soon as possible. Your workstations are only updated whenever you logon to the server. Ensure you logoff the server at least at the end of the day to ensure the updates are done.
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Q. My workstation will not boot up and is showing a black screen, what is wrong?
A. This may be related to a VET AntiVirus error. Restart the computer. If the problem still exists then restart the computer in “Safe Mode” (Press F8 key while booting up). Use Windows Explorer to browse to the c:\vet directory and DELETE it! Restart the computer and it should re-install VET.
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Q. My VET AntiVirus signatures are not up to date. Why not?
A. VET on the workstations is only updated each time you log on to the server. If you do not log out of your computer each day, the signatures will not be updated and you will be inviting a virus!
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Q. I want to boot a new computer so that I can download and install applications from the server. What do I need to do this?
A. Go to the www.smartcom.co.nz web page and from the Smart-Net / Smart Documents menu, click on the Smart-Net Boot Disk link. Download this file to a temporary directory. Place a blank floppy disk in the drive and then run the downloaded file. This will create a boot disk to logon to a Smart-Net server.
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Q. I changed my password for my Smart-Net logon and now my Pegasus Mail won't work!
A. You have “imbedded” your password in Pegasus Mail. Select Tools / Internet Options / Receiving (pop3) Click on the POP3 entry and then Click on Edit. Remove the password from this screen and click OK. You will be prompted for your password whenever you load Pegasus Mail. (This is the safest method!)
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Q. I have followed your document 'How to get Windows XP to Login to Smart-Net' but it does not work! - I get stuck at the joining the domain section where it says it cannot find the domain. Why?
A. If you do not get the “Welcome to the WORKGROUP domain” screen, Right Click on the “My Network Places” icon on the desktop. Select Properties, Right Click on the “Local Area Network” icon. Click on the “Advanced” tab. Ensure that the “Internet Connection Firewall” check-box is NOT ticked! Restart the computer.
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Q. I have recently applied the Windows XP patches and followed the instructions given to firewall my computer and now cannot connect to the Smart-Net Server. Why not?
A. You have enabled the Internet Firewall built into Windows XP, or one of the Windows updates has enabled the firewall. This blocks access to the Smart-Net Server. Right Click on the “My Network Places” icon on the desktop. Select Properties, Right Click on the “Local Area Network” icon. Click on the “Advanced” tab. Ensure that the “Internet Connection Firewall” check-box is NOT ticked! Restart the computer.
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Q. I have just added or changed the Mail Aliases from the Admin Menu and they don't seem to be working. What have I done wrong?
A. When in the Mail Aliases Menu, after adding / changing your aliases you MUST select the [Compile Alias File] option at the top of the page for these changes to take effect.
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Q. Smart Login v1.6 working with MS Vista
A. When using Smart Login on Vista, you will need to change the workgroup on each Vista machine to vistagroup or something other than workgroup. To do this on a Vista machine press the windows key + pause|break. Scroll down till you get to a heading of "Computer Name, Domain and Workgroup Settings" and click on "Change Settings". In the tab "Computer Name" click "Change" which will give you the option to change the workgroup from workgroup to vistagroup.
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