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web accelerator troubleshooting

  • If you downloaded Web Accelerator but it did not install, click here
  • If you cannot open the Web Accelerator file, click here
  • If you do not see the small Web Accelerator icon in the taskbar near your system clock, click here
  • If you do not see alternating arrows on the Web Accelerator icon when you surf, click here
  • If Web Accelerator was working, then the icon disappeared or stopped accelerating, click here
  • If you have questions about degraded graphics after installing Web Accelerator, click here
  • If Diagnostics fails, please send email with the results to Customer Support
  • If you need to know how to download or update Web Accelerator, click here
  • If none of these apply, please run Diagnostics and system information and send an email with the results to Customer Support.

I downloaded Web Accelerator but it did not install
When you clicked the Download Now button, you were prompted to open or save the file. If you saved the file, you need to locate the file and open it to begin the installation after the download completes. If you cannot locate the file, download it again. Log into Toolbox and under your Account Tools select Web Accelerator. Then simply follow the easy instructions to enable and download Web Accelerator.

I cannot open the Web Accelerator file
If you get an Invalid win32 application error when you try to open the file, you need to delete the file and download it again. The file was not completely downloaded, which caused the file size to be smaller than the original source file.

If you see a box with a list of applications to open the file, it's possible that the file extension.exe was somehow lost from the Web Accelerator installation file. You can easily check and add the .exe if needed. Right-click on the file and select rename to add the .exe file extension.

I do not see the small Web Accelerator icon in the taskbar
First see if Web Accelerator was successfully installed. Click Start, then Programs. Do you see Web Accelerator? If you do not see Web Accelerator in the menu, it is not installed. To find out how to download the software, visit the download instructions page.

If you do see it, you may have some firewall software running that is prevents Web Accelerator from loading until you register Web Accelerator with the personal firewall software. Click Start, then Programs to see if you have personal firewall software installed on your system. For more information, check out the firewall configuration instructions page.

I do not see alternating arrows on the Web Accelerator icon when I surf
As part of the acceleration process, Web Accelerator uses a proxy server on your computer. A proxy server is a local program that manages Web traffic to and from your browser. The proxy server is configured in your browser. If the proxy server is not configured correctly in the browser, you may not be able to browse. See the steps that follow to check the configuration.

Internet Explorer

  1. Click the small blue propeller icon and select Options. Choose the Advanced tab. Write down the port number. Click Cancel.
  2. From Internet Explorer select Tools -> Internet Options. Then choose the Connections tab and select the connection you are using. Click Settings.
  3. Select the "Use a proxy server for this connection" check box if it is not already selected. Then select the Advanced tab.
  4. Make sure that the proxy address for the HTTP port address is set to "localhost" (no quotes) and the port is set to the port number found in step one. Click OK. Now test to see if Web Accelerator is working.
  5. You can verify that Web Accelerator is working when:
  6. The Web Accelerator icon (blue propeller icon near the system clock) shows moving arrows when you browse the Internet.

Netscape

  1. Click the small blue propeller icon in the taskbar and select Options. Then choose the Advanced tab. Write down the port number. Click Cancel.
  2. Click the Netscape Edit menu and select Preferences.
  3. Double-click the Advanced category.
  4. Click Proxies.
  5. Click View [Netscape 4.7 only]
  6. Select "Manual proxy configuration" if it is not already selected.
  7. Click in the HTTP Proxy area and enter the word "localhost" without quotes.
  8. Click in the HTTP Port area and enter the Web Accelerator port number (by default, the port number is 8080, but you should verify the number as described previously).
  9. Click OK. Try accessing your favorite Web sites; your Internet experience should be accelerated.

Web Accelerator was working, and then the icon disappeared or stopped accelerating
This problem may be due to a couple of factors:

  • You may have personal firewall software installed that is preventing Web Accelerator from launching or providing acceleration. Find out more at the firewall configuration page.
  • ZoneAlarm can cause partial or incomplete page loads. This issue has been fixed by Zone Labs. If you are using ZoneAlarm, please upgrade to ZoneAlarm Pro version 4.5.xxx.xxx or later.
  • Norton Internet Security 2004 will shut down the port associated with Web Accelerator. Configure Norton Internet Security 2004 to not monitor port 8080. For more information, read the firewall configuration page.

Why am I seeing degraded graphics after installing Web Accelerator?
Web Accelerator accelerates the downloading of Web page images by first pre-compressing the graphics they contain. This is just one of many techniques that Web Accelerator uses to improve Web page load time. By default, graphic images are delivered to your Web page in slightly compressed form that balances speed of delivery with graphics quality. Learn more about the acceleration speeds available with Web Accelerator.