Troubleshooting Email

• Clicking on the Inbox tab results in a blank page.
• Email messages take a long time to load.
• Delete or Send buttons do not work.

In many cases, these problems can be caused by security settings on your computer, either with third-party security software, or with the existing Windows Internet security settings. If you've been experiencing any of these symptoms, please try the following solutions:

1. Reconfigure your security software settings.
   
   
• ZoneAlarm Pro users click here.
• Norton Internet Security users click here.
• Freedom users click here.
• eTrust EZ Firewall users click here.
• Kerio users click here.
• Proxomitron users click here.
• If you use a different third-party security software click here.
  
  
2. If you don't have any third-party security software installed click here.
3. Switch back to the previous version of Message Center click here.
4. If you continue to experience problems click here.

If you have ZoneAlarm Pro installed
Adjust the security settings to allow Message Center to function properly:

1. Open ZoneAlarm Pro, and click Privacy.
2. Click Site List, and then click Add.
3. Type netzero.net in the field.
4. Click the X under Persistent Cookie Control for netzero.net.
5. Set the cookie control to Allowed.
6. Clear your browser's cache and log back in to Message Center.

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If you have Norton Security software installed
Create a rule so Norton software allows pop-ups on the NetZero Web site. Select your Norton product and follow the instructions:

Norton Internet Security:

1. Open your Norton software.
2. Click Options, and select Web Content.
3. Select Add Site, and type netzero.net.
4. Click the User Settings tab, and uncheck Use Ad Blocking settings.
5. Select Permit.

Norton 2004:

1. Open your Norton software.
2. Highlight Ad Blocking, and select Configure.
3. Click Advanced.
4. Click Web Contents, and select Add Site.
5. Type netzero.net.
6. Click the User Settings tab, and uncheck Use Ad Blocking settings.
7. Select Permit.

Norton 2005 or 2006:

1. Open Internet Explorer.
2. Log in to your NetZero account.
3. Click the Norton Internet Security icon on your browser's toolbar.
4. Uncheck the box next to Block pop-ups from this website.
5. Restart Internet Explorer.

If you'd like to disable the pop-up blocker for Norton 2006, just follow these steps:

1. Open the Norton 2006 program installed on your computer.
2. Select Norton Antispam from the Options drop-down menu.
3. Click General under Ad Blocking.
4. Uncheck the box next to Turn on Pop-up Window Blocking.
5. Click OK.

After you've created the rule, clear the temporary files and cookies from your browser, close all browser windows, and log back in to netzero.net.

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If you have Freedom security software installed

1. Click the Start button on your taskbar.
2. Select Settings, and click Control Panel.
3. Open Internet Options, and click the Advanced tab.
4. Remove the check next to Enable third party browser extensions under the Browsing header.
5. Once you've completed these steps please log back in to Message Center.

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If you have eTrust EZ Firewall installed
Adjust the EZ Firewall security settings:

1. Open EZ Firewall.
2. Click Privacy, and select Site List.
3. Add netzero.net to the list.
4. Right-click the red X under Cookie Control: 3rd Party, and select Allow for netzero.net.
5. Clear the temporary files and cookies from your browser, close all browser windows, and log back in to netzero.net.

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If you have Kerio Software installed
Adjust the security settings in Kerio Internet Security Software to allow Message Center :

1. Add netzero.net to Kerio's site exceptions list.
2. Exit and restart Kerio.
3. Clear the temporary files and cookies from your browser, close all browser windows, and log back in to netzero.net.

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If you have Proxomitron installed
Change the web settings to allow Message Center:

1. Close all pop-up windows.
2. Restore pop-ups after a page loads.
3. Close all JavaScript errors.
4. Stop browser window resizing.

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If you have other third-party security software installed
Check with the user's manual that came with your software regarding how to configure it to allow Message Center, or:

1. Disable your security software (including spam blockers, anti-spyware software, firewalls, pop-up blockers, etc).
2. Clear the temporary files and cookies from your browser, close all browser windows, and log back in to netzero.net.

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2. If you don't have any third-party security software installed on your computer.

You will need to adjust the Internet Explorer security settings:

1. Launch Internet Explorer.
2. Click on Tools and select Internet Options.
3. Click on the Advanced tab.
4. Uncheck the box next to Enable third party browser extensions under the Browsing header.
5. Clear the temporary files and cookies from your browser, close all browser windows, and log back in to netzero.net.

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3. Switch to the previous version of Message Center

If after trying these solutions you continue to experience any of these symptoms, you can switch back to our previous version of Message Center by clicking here.

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4. If you continue to experience problems

Please email us at help@support.netzero.com and include as much of the following information as possible:

• The Operating System (your OS version is visible on the Start Menu, when you click the Windows Start button) and browser version you're using (to see your browser version, open your browser, click on Help, and select About).
• List any security, firewall, anti-virus, pop up blocker, or anti-spyware software installed on your computer.
• Include a screenshot of the page on which you see the problem (to take a screenshot, simply press the Print Screen key on your keyboard, then open a graphics program such as MS Paint or Photoshop. Click on New, then Edit, then Paste. Save the image to your desktop, and attach it to your email to us).
• List any plug-ins (such as Java) you have installed in your browser.

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