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Technical Support Hours:
Mon - Fri 8 am to 9 pm
Sat - Sun 10 am to 7 pm
Phone: (503) 829-5454
or email internetsupport@molalla.net

MCC Computer Services:
Mon - Fri 9 am to 5 pm
(503) 829-1100
www.molalla.com/solutions.html
Having trouble connecting to the Internet or Wi-Fi?
Try power cycling your router, computer and/or device.

Just unplug the power cord from your router, leave it unplugged for 15 seconds, plug the power supply back into the router, wait a couple of minutes and then retry connecting to the Internet.

For computers and devices, try closing out all of your apps or programs, then shut down or turn off the device. Wait 15 seconds, then turn on and retry connecting to the Internet.
MCC is responsible for any problems that occur from our main office to the interface on the outside of your home. (The interface is usually located by the PGE meter base).

Arrow Point   1. I do not have connectivity to the Internet - Start here    (Note: Click this header text link to open/close the section)

1. I do not have connectivity to the Internet

1. First try power cycling your router. Just unplug the power cord from your router, leave it unplugged for 15 seconds, plug the power supply back into the router, wait a minute and then retry connecting to the Internet.

2. If that doesn’t work, check the Ethernet cable itself.
  • Is it plugged in correctly or all the way?
  • Is it damaged at all?
  • Both of these can cause a failure to connect to the Internet. Check the plug ends of the cable for damage.
3. Check the backup power supply that is located either in your garage, or outside the home. If the power supply is not in the garage it should be located on an exterior wall outside of the garage.
  • Check the electrical outlet if the power box has one. These electrical outlets have a reset button that in the case of a power surge will trip and cause the power to shut off to the outlet.
  • You can press the reset button and see if the unit regains power. This can take a couple minutes.
4. Make sure to verify the LED lights are all GREEN. If there are none, that would indicate there is a power failure. It is important to know that some power boxes are wired directly into an electricity power supply. A power box could become unplugged and cause outage issues.

5. Call MCC Technical Support: 503-829-5454.

  • Proper troubleshooting is key to problem resolution - A $100 minimum service fee applies to all field technician dispatches. The $100 minimum service fee is in conjunction with the normal $100 an hour Time & Material rate. This applies when the issue is determined to be the subscribers’ equipment, incorrect setup from your PC to the FIBER network, damage to the cable running to the power box or FIBER NID, or wiring that caused the problem.

    Browser Support:

  1. Free Browser Downloads
  2. AntiVirus & AntiSpyware:

  3. Free AntiVirus Software
  4. Free AntiSpyware Software
    • Download Malwarebytes - A site dedicated to fighting malware. Malwarebytes has developed a variety of tools that can identify and remove malicious software from your computer. When your computer becomes infected, Malwarebytes can provide the needed assistance to remove the infection and restore the machine back to optimum performance.
    • Lavasoft's® Ad-Aware
  5. What are the differences between Viruses, Spyware and Adware?
    • The easiest way to categorize the different strains of malware is to group them by what they do. A traditional virus is, in many ways, the most unsubtle and obvious of the three. It’s designed to get attention; to poke fun at the user by taunting messages displayed on screen, or to be more destructive, deleting or corrupting files, possible making the entire computer unusable. The virus’ creators are vandals, trying to cause other people trouble.

      Spyware is a bit more subtle. They will hide, trying to keep a low profile, but stay on the lookout for what the computer user does online. Visited web sites, the user’s habits online-- all watched, the information gained, used to invade the user’s privacy. Even worse, enter a credit card number, a password, any kind of personal information, and that information can be captured, sent to a remote computer, and used to steal money, accounts, even identities.  Less obvious but more dangerous than viruses, these can cause problems even after being cleaned from the computer.

      Adware is something that tries to control your online experience. It can pop up advertising, send the computer to a web site the user didn’t want to see, or try to fool the user into buying and installing a useless program that does nothing more than download other advertisements. Although it is the least dangerous of the three categories, Adware is by far the most prevalent.

      There is another sort of Malware that shares characteristics with the other three. It can arrive like a virus, disguised as an email from a friend, or a “Trojan Horse,” a program that claims to be useful but is in reality dangerous. It then proceeds to take over the computer completely. Once in place, it can force the computer to send out thousands of spam email an hour; attack other computers; even steal and transmit any information it comes across, all the while controlling every aspect of the computer’s behavior.  Once one of these is in place, the owner of the computer no longer controls that computer—the creator of the Malware does.

  6. What is the best way to protect my computer?
    • An ounce of prevention is worth a pound of cure. It is much easier to prevent malware than to remove it after the fact. Avoiding questionable web sites; avoiding P2P file-sharing programs; knowing that even emails from a trusted source can’t be trusted—all of these can help prevent malware infection. Another necessary stage of prevention is to run a quality, up-to-date anti-virus program. Commercial suites like Norton Antivirus, Mcafee Virus scan, and Trend Micro PC-Cillin all try to stop viruses and malware before they can gain a foothold. Other programs like Avast! Antivirus, and AVG Antivirus, are freely available and perform the same tasks. All of these will also try to remove an existing infection, but malware fights dirty. Viruses, spyware and adware all have shown the ability to infect and disable computer security software; removal in cases like this can be difficult and time-consuming, if not impossible.

      Even the best of the Antivirus programs do not find everything. In addition to the antivirus programs mentioned above (called resident or on-access virus scanners), programs such as Microsoft’s Windows Defender, Spybot Search and Destroy, and Lavasoft Ad-Aware all have their place.

      The most effective method of securing a PC versus malware threats is to use a single resident antivirus program—any of the ones mentioned above (running more than one antivirus program at the same time can cause problems). Added to that, a dedicated resident antispyware program like Windows Defender can stop things that the antivirus misses.  A third program, Spybot or Ad-Aware, can be used to check, once or twice a month, to see in anything snuck past.

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Advanced Email Setup

Arrow Point   13. For POP setup (does not leave messages on server unless set by your email program).
  • Incoming Mail Server: pop3.molalla.net
  • Outgoing Mail Server: smtp.molalla.net
  • Username: full email address that was assigned to you with @molalla.net
  • Password: password that was assigned to you
  • Outgoing Server Requires Authentication: Yes, email address and password.
  • Secure connection can be enabled for Incoming, but should be disabled for outgoing.
Arrow Point   14. For IMAP setup (will duplicate any messages on the server along with emails on the server) Limited to 200MB.
  • Incoming Mail Server: imap.molalla.net
  • Outgoing Mail Server: smtp.molalla.net
  • Username: full email address that was assigned to you with @molalla.net
  • Password: password that was assigned to you
  • Outgoing Server Requires Authentication: Yes, email address and password.
  • Secure connection can be enabled for Incoming, but should be disabled for outgoing.

1. What is the Spam Quarantine Summary Email and what do I do with it?

The Spam Quarantine Summary email is a snapshot of the content in the Spam Quarantine at the time that the email was sent. When clicking on a link found in the received email it will automatically open your default browser and log you into the Barracuda spam filter web interface. Some Email clients may not let you click on links due to the security settings on the program, or configuration. From this email, you are able to Deliver the message from the quarantine to your inbox. Please note that delivering it from the quarantine it may appear in the spam folder in your email program. You are also able to add the senders to your Barracuda Whitelist and the message will be delivered to your computer and Barracuda will not block any other emails coming from that sender. You can delete each message individually or remove all messages as a group by selecting Delete All Displayed Emails. Under Actions you may also view the message where the intended message will display in a browser window to see it before you select one of the other actions.

At the bottom of the email, there are links to manage your allowed and blocked list (whitelist/blacklist). “Set quarantine notification intervals” allows you to change how often you receive these email notifications from 1 day, 1 week, or never. If it is changed to never send notification the messages will automatically be removed after 31 days. “Manage spam scoring” brings you to the Preferences/Spam Scoring page for your email account in Barracuda. Selecting “View your entire Quarantine Inbox or manage your preferences.” will automatically open up your browser, log you in, and take you to the Barracuda Quarantine inbox page.

2. Why are there still messages in my quarantine inbox when I selected Delete All Displayed Emails from the email notification?

Sometimes when you select to Delete All Displayed Emails you will be logged into the Barracuda Quarantine Inbox and there will be other emails listed there that are not on the list that was emailed out. This is because those emails had come in after the notification was emailed out.

3. Where can I send spam emails to be processed and filtered out?

Spam emails that have reached your inbox can be reported and uploaded here http://www.barracudacentral.org/report. Individual messages will need to be uploaded from your computer.

4. What can I change if I am getting too many spam emails?

The default settings are set based on MCC’s experience as being adequate for most subscribers’ needs and any changes on these settings may result in an email experience that is undesirable to the subscriber. Currently the settings are set the way they are to satisfy the needs of the majority of our subscribers. If you find that you are receiving more spam than you would prefer, select “Manage spam scoring” from the Quarantine summary email or browse to https://nospam.molalla.net. You can also view from our home page by selecting “My Account” then “Barracuda Filter”. If you have selected Barracuda Filter, log in with your email address and password then select Preferences and Spam Settings. This page will display four sections, which we only want to adjust the Spam Scoring section. Change “Use System Defaults” to No and press Save Settings on the right side of Spam Scoring in the same section. We highly recommend that you do not change the Tag and Block settings but only change the number in Quarantine to a number lower than what is set currently and press Save Changes again. You will see a green bar saying Configuration Updated when you press Save Changes. When setting the Quarantine number, the lower the number is, the more aggressive the system is at blocking unwanted emails. Once completed, log off and monitor your inbox to see your settings blocked more spam.

5. Why am I not getting as many messages in quarantine as I used to?

The Barracuda Spam and Virus Firewall is a highly tuned piece of equipment that scans and checks the authenticity of messages being received by sending it through multiple layers termed “Connection Management”. On average about 85% of all messages sent to molalla.net email addresses fail this check are then blocked from entering our server. If a message makes it through it then goes through mail scanning checks to make sure the message is legitimate. For more information visit… https://www.barracuda.com/assets/docs/White_Papers/Barracuda_Spam_Firewall__WP_Comprehensive_Email_Filtering_US.pdf

6. How can I change how often I receive the notifications that I have messages in quarantine?

To change how often you are notified by the Spam Quarantine Summary emails from that email you can select “Set quarantine notification intervals” and you will be logged into Preferences/Quarantine Settings in your Barracuda Spam Filter. You may also log in at any time by going to www.molalla.com selecting “My Account” and then “Barracuda Filter”. If you have selected Barracuda Filter, log in with your email address and password then select Preferences and Quarantine Settings. Here you will find three sections the middle being the Quarantine Notification, to adjust this select the option that you prefer either “Weekly” or “Never” and select Save Changes for that section. You will then see a green bar stating “Configuration updated”. Log off and your settings will be saved.

7. What do the “Spam Scoring” numbers mean?

Possible values for the TAG score are: 0 through 10
0 = All messages not blocked are tagged with the spam score and that is added to the subject line.
10 = Turned off - No messages will have the spam score in the subject line.
The MCC default setting is 10 (turned off).
If you want your messages to have the spam score added to the subject line of mass mail, change the TAG number. You may use any number between 0 and 10.
Possible values for the QUARANTINE score are: 0 through 10 0 = All messages are that are not blocked are quarantined. All messages except those listed on your whitelist, will go to your Quarantine Inbox.

10 = Quarantine disabled. All email not blocked will go directly to your regular inbox. The MCC default setting is 3.5 this means that quarantine is enabled and anything that is under the block threshold (score 3.5 to 6) will go to quarantine unless you have added it to your Whitelist. To enable the quarantine feature, the quarantine setting must have a value lower than the block threshold.
Possible values for the BLOCK score are: 0 through 10**
0 = All messages are blocked. Exception - Addresses on your Whitelist will be placed in your inbox.
10 = Disabled. No messages are blocked. You'll get everything sent to you.

**The MCC default BLOCK setting value is set to 6. A setting of 6 allows for only the most obvious junk mail will be deleted. The rest will go to quarantine where you have the opportunity to review it and teach Barracuda how to handle future messages from that sender.



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Additional Information:

If you experience any problems with your telephone or service, there are several ways you can identify where the problem lies. MCC is responsible for any problems that occur from our main office to the interface on the outside of your home.
(The interface is usually located by the PGE meter base).

3. Testing your phone when you have no dial tone:

  • 1. Take a regular telephone (NOTE: NOT a cordless phone or a phone/answering machine combination telephone) and a regular screwdriver out to the interface on the outside of your home.
  • 2. Open up the “Customer Access” section of the interface.
  • 3. If your phone is a simple interface phone, unplug the phone cord from the interface. If your phone is a TII, you need to lift the black tabs up and then unplug the phone cord from the interface.
  • 4. Lift your phone’s receiver and check for a dial tone. If you have a dial tone, test the phone by placing a call to test your line.
  • 5. If you are still experiencing a problem at the interface, call MCC at 503-829-5611. If there is no problem at the interface, the problem lies inside your home. You can either try to identify and fix the problem yourself, or call MCC during regular business hours at 503-829-5611.
  • 6. Once you have finished testing your phone, re-plug the phone cord back into its jack to restore regular service back into your home.

If the problem is in your home:
Proper troubleshooting is key to problem resolution - A $100 minimum service fee applies to all field technician dispatches. The $100 minimum service fee is in conjunction with the normal $100 an hour Time & Material rate. This applies when the issue is determined to be the subscribers’ equipment or wiring that caused the problem. Give MCC a call at 503-829-5611 during our normal business hours to set up an appointment.

If the problem is at the network interface:
Call the MCC Telephone Repair Line at 503-829-5611.


4. I have no dial tone (and I am on X-FON or Fiber)

  • 1. How many phones are plugged in inside the home? (all active phones using the same number). Are any of these phones cordless?
  • 2. If there are cordless phones unplug them and use a corded phone. If the dial tone returns then the problem was one of the cordless phones. (Even new cordless phones can be defective).
  • If you still have no dial tone and you do not have a corded phone. Go to your garage or outside of the home where the FIBER battery backup electrical box is located. This is the box that supplies power to the fiber unit via battery backup when there is a power failure.
  • 3. If the power box and the green lights are not on - these lights indicate there is power being supplied to the unit - check the power cord to see if it is plugged in correctly. If the unit is plugged in and no power is evident. Check the electrical outlet for a RESET button. This is just like the reset button located in many bathrooms. If this does not restore power to the battery box then call Molalla Communications at 503-829-5611. It may be necessary for a technician to come to your home.

Proper troubleshooting is key to problem resolution - A $100 minimum service fee applies to all field technician dispatches. The $100 minimum service fee is in conjunction with the normal $100 an hour Time & Material rate. This applies when the issue is determined to be the subscribers’ equipment or wiring that caused the problem.


5. I hear static or hissing on the line
(and I have DSL)

  • 1. How many phones are plugged in inside your home? Each line should have a filter plugged in at the jack, including satellite boxes if you have one. Or any additional equipment that runs over phone lines.
  • 2. Can you follow the phone cord that is plugged into the modem all the way back to the phone jack that it is plugged into?
    • Is the phone jack the modem is plugged into attached to the modem only or does it have a split filter that runs both phone and DSL service? Make sure all filters are plugged into the wall jacks. Not a piece of equipment.
  • 3. Power down your modem and disconnect it from the phone jack. If the line static/hiss goes away then you probably have a bad filter.
  • 4. To find out exactly which filter is bad you can unplug all phones and then plug the modem directly into the phone jack. Then rotating each phone, plug in each line by itself with a filter in line and make test calls.
    • If No static/hissing is present the issue is probably the split filter.
    • If there is static/hissing on the line while testing one of the phones by themselves then that filter is probably bad and needs to be replaced.
  • 5. If the above actions do not help solve or at least bring to attention the cause of the issue, take one last look to see if there is a piece of phone equipment plugged in. If so there should be a filter in place.
  • 6. If you have gone through all the above steps and the static/hissing has not stopped. Call Molalla Communications for further assistance at 503-829-5611.

Proper troubleshooting is key to problem resolution - A $100 minimum service fee applies to all field technician dispatches. The $100 minimum service fee is in conjunction with the normal $100 an hour Time & Material rate. This applies when the issue is determined to be the subscribers’ equipment or wiring that caused the problem


Troubleshooting for Business Lines

6. I have no dial tone at my Business:

  • 1. If you have multiple lines, how many are affected?
  • 2. Do you have an internal phone system? (SISCO, PBX, etc)
  • 3. If you DO HAVE an internal phone system, have you power cycled your equipment?
  • 4. If you DO NOT HAVE an internal phone system you can proceed just like troubleshooting a residential line.
    (see Troubleshooting for Residential Phone)
  • 5. If the issue continues, once you have the above information call Molalla Communications for assistance 503-829-5611.
Proper troubleshooting is key to problem resolution - A $100 minimum service fee applies to all field technician dispatches. The $100 minimum service fee is in conjunction with the normal $100 an hour Time & Material rate. This applies when the issue is determined to be the subscribers’ equipment or wiring that caused the problem.

 

1. Can I share my X-FON Internet connection among several computers?

Yes, definitely! Using either a wired or wireless router, you can share a single Internet connection with several computers. If that is something you would like to make use of, but aren’t feeling quite up to doing it yourself, we also offer services to come out and hook it all up for you. Just let us know.

2. Does anyone have to visit my house?

Sometimes. If you are setting up a computer in a room that does not already have a phone or data jack installed, you may need additional wiring installed to be able to put the computer where you want it.  We can work with you to find out if it will be needed or not.

3. What kind of computer do I need to get broadband Internet?

For a X-FON connection, all that’s needed is a computer with an Ethernet card (NIC), running Windows 7 or later or MacOS X. For some things on the Internet, like watching streaming video or playing online games, you may need some additional features or capabilities. For the best experience, a computer running Windows 7 or later or MacOS, 1GHz or faster, with 512MB RAM, is recommended.

4. Can I use my Molalla Communications Broadband with MSN or AOL browsers?

Yes! Third party browsers allow for connections to their services through just about any connection. It’s usually as easy as changing the connection type in the Options panel inside the program. For instance, in the AOL browser, instead of picking a dialup connection, it’s called “TCP/IP Connection.”

5. Can I use my laptop (or iPad or other wireless device) with my Broadband connection?

You bet. You will need another piece of equipment called a wireless router to make use of that function, though. Our system will work with just about any wireless router available, but we do offer them for lease as a courtesy to our members.

6. I’ve heard being on the Internet is dangerous to me and my family. What can I do to be safe while browsing the Internet?

There are a couple of things you can do to make your computer safer and more secure. Click on the "Free Downloads" button above and, if you’re not already running an antivirus or antispyware program, download one of each from our list. An antivirus program like AVG or Avast! will keep a lookout for threats coming onto your computer, and an antispyware program like Malwarebytes will help keep it clean and running well.

7. Will I get charged if I use my Broadband connection heavily or constantly?

You’ve heard about those caps and overage charges and “Usage-based speed limiting” some other Internet companies offer as “features.” Guess what? Not applicable. You’re not limited in how much or when you use your Broadband connection through us. No hidden charges if you accidentally download too much in a month.

8. Can I get Broadband Internet without having a phone line?

Yes! We do offer Internet-only packages, so call to let us help you find out just what sort of account would work best for you.

9. How do I set up my Molalla.net email address to work with my email program on my computer?

Most email programs will have slightly different locations for the settings needed, but they will all require the same information. Our incoming email server is pop3.molalla.net; our outgoing email server is smtp.molalla.net. The username for your email account will be your full email address, including the “@molalla.net” part.  And, our outgoing email server does require authentication, but not secure password authentication. Don’t worry if none of that seems to make sense. Just give us a call at 503-829-5454 and we can walk you through it all.

10. How big of files can I send via email?

Our server system is currently limited to sending a total combined maximum of 10MB for email attachments.  If you need to send something larger than this, give us a call and we can offer some alternative options.

11. When someone emails me they get the message “mailbox is full: retry timeout exceeded” how do I fix this?

When a response indicates that an email box is full, it means the space on the email server, not your computer. To check if it really is full, and clean out messages if it is, go to http://webmail.molalla.net and login directly to the mail server. There, you can check any folders for messages that are still being stored. Make sure to check all folders, especially sent messages!

12. How do I power cycle my router?

Unplug the power cord from the back of the router. You can unplug either the end that plugs into the router or into the wall. Wait about 15 seconds, then plug it back in.

13. Do I need filters on my phone for X-FON Internet?

X-FON Internet does not need filters. The box on the outside of your house performs a splitting function, and directs phone and data signals to completely different connections inside your home.

14. What is an IP address?

Kind of like a home address or telephone number, an IP address is a numeric identifier used by the Internet to know where to send the information and web pages your computer requests. Without an IP address, nothing could be sent or received, because no other computer on the Internet would know where you were!

15. Can I upgrade my Internet speed?

Of course! Give us a call at 503-829-1100, and we can show you the different options we have to get you into the speed plan that’s right for your needs.

16. How do I check to see if I am getting the speeds that I am supposed to?

We have a test specifically to allow you to check if you’re getting the speeds you should be. Browse to http://speedtest.molalla.net and run the test there. It will give you a result that should be within a range around the target speed of your connection—sometimes a little higher, sometimes a little lower. If you consistently test with speeds much more than 10% lower than you should be, give us a call and let us know. We can check a number of possibilities to find out why.

17. How do I transfer files from one computer to another over the Internet?

There are several ways to do it. The easiest is to simply email it to the recipient as an attachment. If the file or files you are sending are too large to be conveniently emailed, there are file hosting services available, as well as ways to break up large files into smaller blocks.

18. How can I back up files on my computer online?

There are several backup and security programs that allow you to store your most important files on a secure, remote site that will be available even in the event of your computer being inaccessible. Services like Norton 360, Carbonite , and Mozy are just some of the services available.

19. How can I make my images smaller so I can send more of them?

The easiest way to do that is to start off by finding the images you want to send. Select all or several of them, by holding down the “Ctrl” key on your keyboard as you click each one. Then, release the Ctrl key and right-click on any one of the picture you will be sending. In the menu that pops up, select “Send to…” and then “Mail recipient.” If you have an email program already set up on your computer, a box will pop up asking if you want to resize your pictures. In original size, from most cameras these days, 3-4 pictures is about the limit of what can be sent on a single email In large size, about 10-12, medium is about 15-20, and small, maybe as many as 50.

20. Why are my mail recipients receiving multiple copies of the email that I am sending them?

One of the safety nets on the Internet is that it will keep trying to send something through until it’s told to stop. If at any step in sending an email, the receipt confirmation is not received by the sending computer, the sending computer will try to re-send the email, which may lead to multiple copies being sent. Other possibilities are an over-zealous spam filter that delays the reception of an email, or even a glitch in the sending program, that keeps trying to send the same email over and over and over. If this is occurring and won’t stop, give us a call and let us try to help find out what might be the cause.