Support

Error Message:

Dotspeed Web Accelerator has stopped because the connection to the remote server has been closed. Your Internet connection might have been dropped, the remote server might have ended the session, or Accelerator might have stopped running. Please stop Accelerator from the main menu and restart.
Cause or Reason for Error:
Either all Dotspeed servers are down, or your internet connection was dropped. Click Details for further information.
Solution Method 1:
1. Check to see if you are still connected to the internet.
2. If you have lost your internet connection then reconnect and try to start the accelerator again.
3. If you have not lost your internet connection, proceed to Solution Method 2.
Solution Method 2:
1. Restart the computer.
2. Connect to the internet.
3. Try to start the DotSpeed Web Accelerator.
4. If the accelerator still does not work then please contact DotSpeed Technical Support.


Error Message:

Dotspeed Web Accelerator has stopped because the network has detected multiple sessions using your Dotspeed User ID and Password. Please contact Dotspeed Member Services for more information.
Cause or Reason for Error:
Multiple concurrent sessions being used (another computer is already connected with your username/password).
Solution Method 1:
1. If you have another computer connected already to the DotSpeed Web Accelerator you must disconnect that computer before starting another connection to DotSpeed.
2. If this is not the case, refer to Solution Method 2 below:
Solution Method 2:
1. Somebody else may be connected to DotSpeed using your username and password. Please contact technical support, by phone, for assistance with changing your password to prevent its misuse.


Error Message:

The Dotspeed Web Accelerator UI file is corrupted.
Cause or Reason for Error:
Installation has become corrupted.
Solution Method:
1. Visit http://www.dotspeed.net.
2. Click the "Download" link.
3. Click the link that says "Download Windows Version."
4. If you chose either the option that says "Open" or the option that says "Run" then it will re-download and re-install the DotSpeed Web Accelerator, which should correct this problem.


Error Message:

Dotspeed Web Accelerator was unable to connect to the remote server. Click Details for further information.
Cause or Reason for Error:
You'll have to click on "Details" to find out the cause (could be an authentication error, server timeout, etc).
Solution Method:
1. Click on the "Details" button, write down the error message and contact DotSpeed Technical Support.


Error Message:

Dotspeed Web Accelerator could not be started due to an installation or configuration problem. If this problem persists please reinstall Accelerator.
Cause or Reason for Error:
Installation has become corrupted.
Solution Method:
1. Visit http://www.dotspeed.net.
2. Click the "Download" link.
3. Click the link that says "Download Windows Version."
4. If you chose either the option that says "Open" or the option that says "Run" then it will re-download and re-install the DotSpeed Web Accelerator, which should correct this problem.


Error Message:

Your Dotspeed User ID and/or Password were not accepted by the Accelerator server. Under the Connection tab of the Settings dialog, verify that your login information is correct.
Cause or Reason for Error:
The username and/or password that you supplied does not match what we have on file for your account.
Solution Method:
1. First verify that you are using your full email address for the username (it must and can only be the original or main email address on the account), and the correct password for that email address. Please also remember that this information is case sensitive; email addresses should be all lowercase or small letters. Passwords can vary though.
2. If you believe the username and password you have typed are completely correct, please contact Technical Support, by phone, for further assistance.


Error Message:

Dotspeed Web Accelerator cannot connect to the remote server. Check that you have successfully connected to the Internet. If this problem persists, contact DotSpeed Support to verify that the Accelerator service is up and running.
Cause or Reason for Error:
Your computer cannot connect to Dotspeed.dotspeed.net via port 7000.
Solution Method:
1. Verify that you are in fact connected to the internet (e.g. make sure you can access web pages and/or email).
2. If not then connect to the internet and try starting DotSpeed again.
3. If you are connected to the internet, then disable any firewall that you have installed and try starting DotSpeed again.
4. If you still get this error message then contact Technical Support by phone for further assistance.


Error Message:

Dotspeed Web Accelerator cannot be started due to an internal application error. Try restarting your computer and re-launching Accelerator. If this problem persists, contact DotSpeed Support.
Cause or Reason for Error:
The upstream HTTP proxy is failing or not responding.
Solution Method:
1. Contact DotSpeed Technical Support to report this error.


Error Message:

A response was not received from the server within a reasonable period of time. Dotspeed Web Accelerator has been disabled. Please try reconnecting later, or contact DotSpeed Support for assistance.
Cause or Reason for Error:
Dotspeed server is not responsive do to abnormally high load.
Solution Method:
1. Report this error to DotSpeed Technical Support


Error Message:

Dotspeed Web Accelerator is unable to access or create a database file. First, verify the Accelerator installation directory is not read-only. Also, check that your computer has available disk-space. If this problem persists, contact DotSpeed Support.
Cause or Reason for Error:
Not enough free space or a permission problem (you need admin rights)
Solution Method:
1. First verify that your computer is not low on free disc space.
2. If it is, then free up some space and try to run the application again.
3. If it does have enough space then the error is caused because you are logged into your computer as a user with insufficiant priveledges to run the application.
4. Log onto the computer as a user with administrative rights and run the application again.


Error Message:

Setup has detected a previous Accelerator installation. You must uninstall this previous installation before proceeding.
Cause or Reason for Error:
There is an older version of DotSpeed Web Accelerator already installed on your computer.
Solution Method:
1. Go to your "Control Panel."
2. Open "Add/Remove Programs"
3. Locate and click once on the older version of DotSpeed Web Accelerator to select it.
4. Click the "Change/Remove" button to the right.
5. This will activate an uninstallation wizard that will automatically walk you through uninstalling the DotSpeed Web Accelerator.
6. Then go ahead and install the newer version of the DotSpeed Web Accelerator.


Error Message:

Invalid directory name specified or the removable media specified is not properly inserted.
Cause or Reason for Error:
The drive you are trying to install DotSpeed into is not accessible (e.g. cd/dvd/floppy drive).
Solution Method:
1. Select another location/drive to install to (e.g. hard disc drive, c:\, c:\Program Files\DotSpeed Web Accelerator).


Error Message:

The file FILENAME.EXT is in use and cannot be installed. Please exit all other applications and retry. Click Ignore to not install the file and Abort to cancel the installation.
Cause or Reason for Error:
Installation error (corrupt install).
Solution Method:
1. Visit http://www.dotspeed.net.
2. Click the "Download" link.
3. Click the link that says "Download Windows Version."
4. If you chose either the option that says "Open" or the option that says "Run" then it will re-download and re-install the DotSpeed Web Accelerator, which should correct this problem.


Error Message:

An I/O error occurred while installing a file. This is normally caused by bad installation media or a corrupt installation file.
Cause or Reason for Error:
Installation error (corrupt installer file).
Solution Method:
1. Visit http://www.dotspeed.net.
2. Click the "Download" link.
3. Click the link that says "Download Windows Version."
4. If you chose either the option that says "Open" or the option that says "Run" then it will re-download and re-install the DotSpeed Web Accelerator, which should correct this problem.


Error Message:

You do not have access to make the required system configuration modifications. Please rerun this installation from an administrators account.
Cause or Reason for Error:
You are logged into your computer as a limited user and don't have necessary access permissions.
Solution Method:
1. Re-log into your computer under a user that has administrative rights.


Error Message:

Could not open INSTALL.LOG file.
Cause or Reason for Error:
Administrative rights are required.
Solution Method:
1. Re-log into your computer with administrative rights.


Error Message:

Invalid INSTALL.LOG file.
Cause or Reason for Error:
Installation error (corrupt installer file).
Solution Method:
1. Visit http://www.dotspeed.net.
2. Click the "Download" link.
3. Click the link that says "Download Windows Version."
4. If you chose either the option that says "Open" or the option that says "Run" then it will re-download and re-install the DotSpeed Web Accelerator, which should correct this problem.


Error Message:

This software was installed under an account with administrator rights. You should log onto an account with administrator rights to uninstall this software.
Cause or Reason for Error:
Administrative rights are required in order to uninstall the DotSpeed Web Accelerator client software.
Solution Method:
1. Re-log onto your computer as a user with administrative rights.


Error Message:

Dotspeed Web Accelerator was unable to load the standard TCP/IP libraries. These libraries are required for Internet communication.
Cause or Reason for Error:
Winsock2 not installed.
Solution Method:
1. Download and install the Microsoft Windows Socket 2 Update from http://www.microsoft.com.
2. Then re-install the DotSpeed Web Accelerator.


Error Message:

A fatal error has occurred in Accelerator core services. Try restarting the computer. If the problem persists please contact DotSpeed.
Cause or Reason for Error:
DOTSPEEDCORE.EXE crashed or was closed.
Solution Method:
1. Click on "Start."
2. Click on "Run."
3. In the "Open" field, type "c:\Program Files\DotSpeed Web Accelerator\dotspeedcore.exe" (without the quotes), then press the "Enter" key on your keyboard.
4. Now click on "Start."
5. Then click on "Run."
6. In the "Open" field, type "c:\Program Files\DotSpeed Web Accelerator\dotspeedgui.exe" (without the quotes), then press the "Enter" key on your keyboard.
7. If that doesn't work, try restarting the computer.
8. If none of the above solves the problem, then contact DotSpeed Technical Support for further assistence.


Error Message:

Unable to load the language resource library.
Cause or Reason for Error:
The file GUI_RESOURCE.DLL is missing or corrupt. Or unable to access certain registry keys on the computer.
Solution Method:
DotSpeed will need to be re-installed:
1. Make sure you are logged onto the computer as a user with Administrative rights.
2. Close out any protection software you are running (e.g. Antivirus and registry-protecting programs).
3. Visit http://www.dotspeed.net.
4. Click the "Download" link.
5. Click the link that says "Download Windows Version."
6. If you chose either the option that says "Open" or the option that says "Run" then it will re-download and re-install the DotSpeed Web Accelerator, which should correct this problem.


Error Message:

The application or DLL \gui_resource.dll is not a valid Windows image. Please check this against your installation diskette.
Cause or Reason for Error:
The file GUI_RESOURCE.DLL is corrupt.
Solution Method:
DotSpeed will need to be re-installed:
1. Make sure you are logged onto the computer as a user with Administrative rights.
2. Close out any protection software you are running (e.g. Antivirus and registry-protecting programs).
3. Visit http://www.dotspeed.net.
4. Click the "Download" link.
5. Click the link that says "Download Windows Version."
6. If you chose either the option that says "Open" or the option that says "Run" then it will re-download and re-install the DotSpeed Web Accelerator, which should correct this problem.


Error Message:

The application has failed to start because SPORDER.dll was not found. Re-installing the application may fix this problem.
Cause or Reason for Error:
Sporder.dll is missing, corrupt or not in the correct location.
Solution Method:
DotSpeed will need to be re-installed:
1. Make sure you are logged onto the computer as a user with Administrative rights.
2. Close out any protection software you are running (e.g. Antivirus and registry-protecting programs).
3. Visit http://www.dotspeed.net.
4. Click the "Download" link.
5. Click the link that says "Download Windows Version."
6. If you chose either the option that says "Open" or the option that says "Run" then it will re-download and re-install the DotSpeed Web Accelerator, which should correct this problem.


Error Message:

The DotSpeed Service has indicated that you have exceeded your concurrent session limit.
Cause or Reason for Error:
Some other computer is likely using the same username/password.
Solution Method:
1. First verify that you are using your full email address for the username (and it must be the original or main email address on the account), and the correct password for that email address. Please also remember that this information is case sensitive; email addresses should be all lowercase or small letters. Passwords can vary though.
2. If you believe the username and password you have typed are completely correct, please contact Technical Support by phone for further assistance.



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