NetZero Quick Help(v8.x)
Connection Troubleshooting Tips

Account Setup and Registration
Using our service for the first time? Click here to learn how to register and setup your account.

Common Internet Connection Issues
The following solutions answer some of the most common Internet connection issues with NetZero. If you are receiving one of the error messages listed below, please click on the error message to get information on how to resolve problems that may be causing the error. For the most up-to-date documentation regarding NetZero's products and services, please visit our Web site at http://www.netzero.net/support when you get online.

NetZero Connection Wizard
If you have a connection issue not fixed by the solutions below, the NetZero Connection Wizard may help. To use the NetZero Connection Wizard, you will need to have Windows 95, 98 or XP running on your computer. If NetZero was pre-installed on your computer or if you installed NetZero from a CD-ROM, then click here to run the Connection Wizard (when prompted, select the Open or Run option). If you installed NetZero using our two-minute download, then visit http://my.netzero.net/s/download to download and install the Connection Wizard. If the Connection Wizard does not launch, it may have been installed in a non-default location. Click here for instructions on how to run the file manually.

NetZero HiSpeed 3G
If NetZero was pre-installed on your computer or if you installed NetZero from a CD-ROM, then click here to launch the NetZero HiSpeed 3G User Guide. This user guide will help you learn more and get started with NetZero HiSpeed 3G. If the User Guide does not launch, click here for steps on how to run the file manually.

If you need assistance for issues not listed below, click here.

Dial Up Networking must be installed / Please install Microsoft RAS
Error 02: NetZero software is already running
Error 05 / Error 691: Username - Password Invalid
Error 17: NetZero has encountered a problem and needs to close
Error 20: Unable to obtain a stable connection
Error 500 / Error 644 / Error 645: Internal Authentication Error
Error 602 / Error 633 / Error 797: Port Already Open or in Use
Error 619 / Error 628 / Error 629: The Port was Disconnected by the Remote Host
Error 630 / Error 631 / Error 692: Port Disconnected due to Hardware Failure
Error 650: The Remote Access Server is not responding
Error 666: Device not Ready
Error 676: The line is busy
Error 678: Remote Modem not responding
Error 680: There is no dial tone
Error 718 / 720 / 721 / 731 / 741: Stable PPP Connection not established
No error message - I still can't get online or I get disconnected
Application Cannot Continue
Failed connecting to our server (Error 500)
HYBR Error - Poor Network Connection
HiSpeed Unavailable
Instant On Support
Auto Reconnect
Password Not Saved Error
How to Change, Add, or Remove Access Numbers
How to Contact Support


Dial Up Networking must be installed / Please install RAS

If you receive this error when you try to install or launch NetZero, you must take steps to install Microsoft Dial Up Networking.

  1. Click the Windows Start button, point to Settings, and select Control Panel.
  2. Double-click the Add/Remove Programs icon.
  3. Select the Windows Setup tab and double-click the Communications option.
  4. Check the box next to Dial-Up Networking and insert your Windows CD.
  5. Click OK and OK again.

Once you install Dial Up Networking, we recommend that you reboot your system. To do this:

  1. Click the Windows Start button
  2. Select Shut Down.
  3. Select Restart.

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Error 05 / Error 691: Username - Password Invalid

Important ! Please ensure that @netzero.net is NOT entered in the Member ID box on the logon window. You should have only the portion to the left of @netzero.net entered as your Member ID or you will receive this error.

The Member ID / Password error can be caused by several factors. The following information should help you to identify the cause of the error and resolve this issue.

A. Are you entering your Member ID and Password correctly?

Ensure that you are entering your Member ID and Password correctly. Note that your Member ID is everything to the left of the @ symbol in your email address. For example, the Member ID for bobjones@netzero.net is bobjones. Remember that passwords are case-sensitive, so please ensure that your Caps Lock key is not active.

B. Was your account successfully created?

If your NetZero account was created, you should have seen a 'Congratulations' message upon creation of your account, or have been successful in using the account in the past.

C. Do you have the software set to automatically remember your Password?

Sometimes, the password has been changed. This can happen due to any number of reasons, such as someone accidentally leaning on the keyboard. Try deleting the password and re-entering it. In this instance, re-entering the information will correct the error.

D. Have you reset your password recently?

If you have had your password reset recently, ensure that you have entered the new password into the NetZero software. If you aren't sure, re-enter the new password on the NetZero Logon screen before attempting to connect. If you did not request it to be reset, it will be the same as you configured it most recently. Be sure that you are using the same upper or lower case that you used when establishing it the last time.

If you have forgotten your password:

Click the Forgot Password? button on the Welcome screen OR
Go to http://my.netzero.net/s/resetpassword.

E. Have you tried another access number? (CLICK HERE).

F. Do you have the latest version of NetZero?

If you are not sure if you have the latest version of NetZero, go to http://my.netzero.net/s/download to download it.

G. Verify your encryption settings (CLICK HERE).

If you are still experiencing problems, go to http://www.netzero.net/support/pat/ to submit an email ticket to the NetZero Customer Support.

Note: Email technical support is available for Premium subscribers only.

For a list of alternate support options, please visit http://www.netzero.net/support/support.html

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Error 02 - NetZero software is already running

A. Does your computer meet NetZero's system requirements?

NetZero Free and Platinum Internet service for PC currently supports Windows 95/98/ME/2000, Windows NT4, and Windows XP.

The minimum system requirements for your PC are:

We recommend:

  • Pentium III processor with 128 MB of RAM
  • At least 20 MB of free disk space
  • 56K modem
  • SVGA monitor at 800x600 screen resolution
  • Sound card and speakers
  • Internet Explorer 6.0

NetZero does NOT support the following operating systems: Mac OS 8 or earlier, Windows 3.11 or earlier, Windows CE, Palm OS, Sega Dreamcast, Sony Playstation 2, Microsoft X-Box, Web TV, Unix for PC/Mac, and Mobile Phone Web.

B. Is NetZero starting automatically when you turn on your computer?

If so, this happens because when the software was installed, the option to include the program in the Windows startup folder was selected. To remove the program from the Windows startup folder, please follow the steps below.

Windows 95/98 Users:

  1. Click the Windows Start button, point to Programs and select Windows Explorer.
  2. Under (C:), find the Windows folder and click the + next to it.
  3. Find the Start Menu folder and click on the + next to it.
  4. In the right side of the window, double-click on the Programs folder.
  5. Double-click on the StartUp folder.
  6. Find the NetZero icon, click it once to highlight it, then press the Delete key on your keyboard to remove it.

Windows XP/2000 Users:

  1. Right-click the Windows Start button select Explore.
  2. Under (C:), find the Documents and Settings folder and click the + next to it.
  3. Click the + next to All Users, then Start Menu, then Programs.
  4. Double-click the Startup folder.
  5. Find the NetZero icon, click on it once to highlight it, then press the Delete key on your keyboard to remove it.
  6. Click Delete shortcut.

Note: This will NOT uninstall NetZero from your system - it merely removes it from the startup folder so it will not start automatically when you turn on your computer. You can continue to use NetZero by double-clicking the NetZero icon on your desktop.

C. Reboot your computer

  1. Click the Start button and select Shut Down.
  2. Select Restart.
  3. Launch NetZero after Windows restarts.

D. Windows 95 Users: Download Winsock 2.0 (CLICK HERE).

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Error 17 - NetZero has encountered a problem and needs to close

A. Restart the NetZero program and try connecting again.

B. Try rebooting your computer and launching NetZero again

  1. Click the Start button and select Shut Down.
  2. Select Restart.
  3. Launch NetZero after Windows restarts.

C. Make sure you have the latest version of NetZero

If you are not sure if you have the latest version of NetZero, go to http://my.netzero.net/s/download to download it.

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Error 20 - Unable to obtain a stable connection

A. Try another access number (CLICK HERE).

B. Disable call waiting. (CLICK HERE).

C. Verify modem settings (CLICK HERE).

D. Check your Primary Network Logon settings (Windows 95/98/ME Users)

  1. Click the Windows Start button and select Settings and Control Panel.
  2. Double-click the Network icon.
  3. In the Primary Network Logon field, ensure that Client for Microsoft Networks is selected.
  4. Click OK.

E. Verify your Internet Connection settings (Windows XP/2000 Users)

  1. Click the Windows Start button and select Control Panel.
  2. Double-click the Internet Options icon.
  3. Select the Connections tab.
  4. Click NetZero and check the circle next to Never Dial a Connection.
  5. Click Apply then click OK.
  6. Close the Control Panel.

E. Try disabling v.90 protocol (CLICK HERE).

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Error 500 / Error 644 / Error 645: Internal Authentication Error

There may be a problem with your network configuration or a new incompatibility between your modem and upgraded modems on the access number you are using. The following instructions should help you optimize your configuration for use with NetZero.

A. Verify modem settings (CLICK HERE).

B. Windows 95 users: Update Dial-Up Networking (CLICK HERE).

C. Verify network settings (CLICK HERE).

D. Configure network settings (CLICK HERE).

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Error 602 / Error 633 / Error 797: Port Already Open or in Use

A. Have you checked your modem and phone cord ?

A bad modem or the phone cord not being plugged in might be the culprit. Make certain that all of your phone line connections going in and out of the modem are tight and secure, then try to connect to NetZero again.

B. Completely Restart Your Computer(CLICK HERE).

C. Close your background programs prior to running NetZero (CLICK HERE). - Windows XP/2000 users: Skip to step D.

D. Is your modem configured correctly? (CLICK HERE).

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Error 619 / Error 628 / Error 629: The Port was Disconnected by the Remote Host

To resolve this issue, first try using an alternate access number, if one is available.
If you would like instructions on how to change your access numbers, CLICK HERE.

Please check with your telephone company to confirm that under your calling plan the chosen access numbers will not result in additional charges. You are solely responsible for all telephone charges related to accessing our services and NetZero will not reimburse you for any such charges, including long distance or toll charges.

A. Verify your encryption settings (CLICK HERE).

B. Verify modem settings (CLICK HERE).

C. Verify network settings (Windows 95/98/ME Users) (CLICK HERE).

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Error 630 / Error 631 / Error 692: Port Disconnected due to Hardware Failure

Note: You will be unable to use the Dial Up Networking connection alone to connect. Instead, please double-click the NetZero icon on your desktop to connect.

The 630 Hardware Failure error is generally caused by another modem being used in the Dial-Up Networking connectoid for NetZero. To resolve this issue, please complete the steps below.

A. Clear Voice Mail messages (if applicable)

If you have a Voice Mail service that causes your dial-tone to sound differently when you have messages, it may interfere with NetZero's ability to connect. To fix this problem, check your Voice Mail so that your dial tone sounds normal when you pick up the phone.

B. Identify and query your installed modem. (CLICK HERE).

C. Remove unused modems (CLICK HERE).

D. Remove invalid initialization strings

Windows 95/98/ME Users:

  1. Click the Windows Start button, point to Settings and select Control Panel.
  2. Double-click the Modems icon and highlight the modem that responded during the previous steps.
  3. Select Properties and then click Advanced.
  4. Look in the section labeled Extra Initialization Commands. If there is text there, erase it.
  5. Click OK three times and close the Control Panel.
  6. Reboot your machine and try reconnecting to NetZero.

Windows XP/2000 Users:

  1. Click the Windows Start button and select Control Panel.
  2. Double-click Phone and Modem Options.
  3. Click the Modems tab.
  4. Select Properties and then click Advanced.
  5. Look in the section labeled Extra Initialization Commands. If there is text there, erase it.
  6. Click OK twice and close the Control Panel.
  7. Reboot your machine and try reconnecting to NetZero.

E. Reinstall your modem driver

If all else fails, try reinstalling your modem driver. Please contact your system or modem manufacturer for specific instructions.

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Error 633: The port is already in use or is not configured for Remote Access dial out.

A. Check your modem and phone cord.

A bad modem or the phone cord not being plugged in might be the culprit. Make certain that all of your phone line connections going in and out of the modem are tight and secure, then try to connect to NetZero again.

B. Completely restart your computer (CLICK HERE).

C. Close background programs

It is possible that another software program, such as fax software, is holding on to your modem. The modem can not dial another number until the software releases it. To verify whether your modem is being used by another program, you will need to close any Windows programs running in the background. (CLICK HERE)

D. Check your modem's configuration settings (CLICK HERE).

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Error 650: The Remote Access Server is not responding

Error 650 is a common connection error that occurs when your computer cannot establish a connection.

A. Try a different access number. (CLICK HERE).

B. Verify network settings (CLICK HERE).

C. Try disabling v.90 protocol (CLICK HERE).

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Error 666: Device not Ready (Windows 95/98 users only)

Runtime Error 666 occurs when you have a communications problem between Windows 95/98 and your modem. This may leave the computer or modem in an irresolvable state; therefore, future connection attempts are not going to work as expected. To correct this error, you must first attempt to re-boot your computer. If that fails, we will guide you through renaming and recreating the TAPI initialization file, and if necessary, how to remove and reinstall your modem in Windows 95/98.

A. Reboot your computer (CLICK HERE).

B. Reset the TAPI initialization file

  1. Click the Windows Start button, point to Find and select Files or Folders.
  2. In the Named field, enter telephon.ini
  3. In the Look in field, select c: or the location where Windows is installed. Click Find Now.
  4. In the Search Results pane, select the file telephon.ini.
  5. From the File menu, select Rename.
  6. Type in telephon.old and press the Enter key.
  7. If prompted with "This will clear your current search," click OK then click New Search.
  8. In the Named field, enter tapiini.exe
  9. In the Look in field, select c: or the location where Windows is installed.
  10. Click on the Find Now button.
  11. In the Search Results pane, double-click the file tapiini.exe and close the Find window by clicking the X in the upper right hand corner.
  12. Restart the computer by clicking the Windows Start button, point to Shutdown and select Restart.
  13. Retry the connection after your computer has rebooted.

C. Remove your unused modem drivers (CLICK HERE).

D. Reinstall your modem

If all else fails, try reinstalling your modem driver. Please contact your system or modem manufacturer for specific instructions.

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Error 676: The line is busy

There are many possible causes for busy signals. If too many people are trying to use an access number at the same time, you may encounter a 'slow' busy signal. This type of busy signal is the same one you will encounter if you try to call someone on the phone and the line is busy. If the busy signal is faster than this, it indicates a problem with your connection to the access number.

A. Have you tried another access number? (CLICK HERE).

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Error 678: Remote modem not responding

Several factors can cause the 'Remote modem not responding' error. The following information should help you to identify the cause of the error and resolve this issue.

A. Check that your modem is connected properly (CLICK HERE).

B. Make sure that your modem timeout settings are properly configured (CLICK HERE).

C. Check your dial-up settings (CLICK HERE).

D. Check your access number and the settings related to it (CLICK HERE).

E. Try using three commas in your custom suffix (CLICK HERE).

F. You may need to upgrade your modem drivers or enter an initialization string (CLICK HERE).

G. You may need to disable the V.90 functionality of your modem (CLICK HERE).

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Error 680: There is no dial tone

If your modem cannot find a dial tone, make sure that all of your phone line connections going in and out of the modem are tight and secure, then try to connect to NetZero again. If nothing changes, one of the solutions below should help:

A. Check your modem settings

If you have voicemail capabilities on your phone line, you may experience problems getting online if your modem does not recognize the 'messages' signal that plays before the dial tone. To resolve this issue, you will need to configure your modem to wait for a dial tone before dialing. To do this, please follow the steps below.

Windows 95/98/ME/NT users:

  1. Double-click the My Computer icon on your desktop.
  2. Double-click the Dial-Up Networking icon.
  3. Click once on the NetZero connectoid to highlight it.
  4. From the File menu, select Properties.
  5. Click the Configure button.
  6. Select the Connection tab.
  7. Click the box named Wait for a dial tone before dialing to place a check in it.
  8. Click OK, then OK again.
  9. Close Dial-Up Networking and My Computer.
  10. Retry the NetZero connection.

Windows XP/2000 users:

  1. Click on the Windows Start button and select Control Panel.
  2. Double-click on the Phone and Modem Options icon.
  3. Select the Modems tab.
  4. Make sure your modem is selected and click on Properties.
  5. Click on the Modem tab.
  6. Click the box named Wait for dial tone before dialing to place a check in it.
  7. Click OK, then OK again.
  8. Close the Control Panel and retry the NetZero connection.

B. Check that your modem is connected properly (CLICK HERE).

C. Close your background programs prior to running NetZero (CLICK HERE). - Windows XP/2000 users: Does not apply.

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Error 718 / 720 / 721 / 731 / 741: Stable PPP Connection not established

These errors can occur if after you connect you have an unstable connection or if your Network settings are not properly configured.

A. Try changing your access number (CLICK HERE).

B. Verify your encryption settings (CLICK HERE).

C. Verify network settings (CLICK HERE).

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HYBR Error - Poor Network Connection

The HYBR error shows up when your NetZero connection is not working properly, and it can have several causes.

A. Try rebooting your computer and launching NetZero again

Sometimes a simple reboot will fix the problem. To do this:

  1. Click the Start button and select Shut Down.
  2. Select Restart.
  3. Launch NetZero after Windows restarts.

B. Temporarily disable your Firewall program (CLICK HERE).

C. Verify modem settings (CLICK HERE).

D. Remove the Dial-up connectoid (CLICK HERE).

E. Try another access number (CLICK HERE).

F. Try using three commas in your custom suffix CLICK HERE

G. Verify your encryption settings (CLICK HERE).

H. You may need to upgrade your modem drivers or enter an initialization string (CLICK HERE).

I. Try disabling v.90 protocol (CLICK HERE).

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Application Cannot Continue

A. Interacting with the ZeroPort (NetZero Free)

We understand the frustration of being disconnected from your session, especially when you are actively working and not idle. There is an explanation of why this situation occurs and, happily, there is an easy way to avoid it.

Advertising within the ZeroPort is the key to NetZero being able to provide free Internet access, similar to commercials on radio and television, which pay for the programming that you see or hear. In order for NetZero to continue to provide free Internet access and free email, the ZeroPort must remain in the viewing area at all times and we request that you interact with it while online.

Any activity will do, such as clicking on advertisement, clicking on a search button, customizing your settings, or even moving the ZeroPort to another place on your screen. This periodic interaction with the ZeroPort will ensure that you are not disconnected from NetZero.

B. Disable Call Waiting (CLICK HERE).

C. Disconnected after sending and receiving email

If you are disconnected every time you check your email, it is likely that your email program is configured to automatically disconnect when you finish sending and receiving your mail. To resolve this issue, please find your email program from the list below and follow the step-by-step instructions.

Outlook Express:

  1. Open Outlook Express.
  2. From the Tools menu, select Options.
  3. Select the Connection tab.
  4. Ensure that Hang-up after sending and receiving mail is NOT checked.
  5. Click OK.
  6. From the Tools menu select Accounts.
  7. Select the Mail tab and click once the NetZero account to highlight it.
  8. Click on the Properties button.
  9. Select the Connection tab and ensure that Always connect to this account using is NOT checked.
  10. Click OK.

Eudora 5.0:

  1. Open Eudora.
  2. From the Tools menu, select Options.
  3. On the left side of the Options window, select Internet Dialup.
  4. Ensure that Hang-up after receiving and sending is NOT checked.
  5. Click OK.

Outlook 98/2000

  1. Open Outlook.
  2. From the Tools menu, select Options.
  3. Select the Mail Delivery tab.
  4. Ensure that Hang-up after sending, receiving or updating is NOT checked.
  5. Click OK.

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Failed connecting to our server

A. Reboot your computer (CLICK HERE).

B. Temporarily disable your Firewall program (CLICK HERE).

C. Try another access number (CLICK HERE).

D. Try using three commas in your custom suffix (CLICK HERE).

E. Verify modem settings (CLICK HERE).

F. Remove the Dial-up connectoid (CLICK HERE).

G. Verify your encryption settings (CLICK HERE).

H. You may need to upgrade your modem drivers or enter an initialization string (CLICK HERE).

I. Try disabling v.90 protocol (CLICK HERE).

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No error message - I still can't get online or I get disconnected

If you do not see an error message and still cannot get online, please follow the steps our technical support agents use to troubleshoot.

A. Temporarily disable your Firewall program (CLICK HERE).

B. Try another access number (CLICK HERE).

C. Verify modem settings (CLICK HERE).

D. Verify network settings (CLICK HERE).

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HiSpeed Unavailable

If you having trouble accessing Web pages with NetZero HiSpeed 3G, there are several steps to try to troubleshoot the issue:

A. Verify that you logged in with a NetZero HiSpeed 3G-enabled account

If you use multiple NetZero accounts on the same computer, NetZero HiSpeed 3G will only be enabled when logging in with the account with which you paid for the NetZero HiSpeed 3G service. Please check that the Member ID you logged in with is a NetZero HiSpeed 3G-enabled account.

To check to see if your account is NetZero HiSpeed 3G-enabled, please visit https://my.netzero.net/s/account

B. Adjust your firewall settings

In order to successfully connect to NetZero HiSpeed 3G, you will need to change the Internet security setting of your firewall program to a setting that is compatible with any dial-up ISP, usually Medium.

Occasionally, after the initial installation of the NetZero software, you may receive a notice that exec, x1exec or ZCast is trying to logon to the Internet. If you see this message, please ensure that you click Yes to allow the NetZero software access to the Internet. If you don't allow access, our software will be unable to function properly.

C. Change your firewall settings to allow 'exec', 'x1exec' and 'Zcast' to access the Internet

When you log on to NetZero for the first time with a firewall program installed, the program may ask if you want to allow exec, x1exec or Zcast to connect to the Internet. exec.exe, x1exec.exe and Zcast.exe are the internal names of the NetZero HiSpeed 3G program, and must be given access privileges in order to work correctly. If you accidentally chose to prevent exec, x1exec or Zcast from accessing the Internet, you will likely get NetZero HiSpeed 3G Unavailable errors when trying to get online.To fix this, you will need to change your firewall's setting to allow exec, x1exec and Zcast to access the Internet.

Note: If you have multiple firewalls installed on your computer, you will need to allow exec.exe, x1exec.exe and Zcast.exe to access the Internet on all the firewalls installed.

D. Disconnect from NetZero HiSpeed 3G and reconnect

NetZero HiSpeed 3G may have been disabled due to a temporary communication problem between the NetZero HiSpeed 3G software on your computer and the NetZero HiSpeed 3G servers you dial in to. Disconnecting from the NetZero service and reconnecting will usually resolve these types of issues.

E. Uninstall and reinstall the NetZero HiSpeed 3G software

If the above issues do not resolve the problem, the NetZero HiSpeed 3G software may have become corrupted and should be uninstalled and reinstalled.

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Instant On: For NetZero HiSpeed 3G Members Only

What is Instant On ?

Instant On gives you instant access to your emails and favorite Web page content - without having to wait to connect! Use Instant On to check your email and grab your favorite Website content whenever you want - then instantly access your email and Web content at your convenience. Thatís Instant On!.

  • Why do I pick a time?

    You pick a time to let NetZero know when to connect to get your email and Web pages. Select a time range when you would normally be away from your computer. For example, pick a time when you are at work or asleep. Then, when you get home or wake up, youíll know at a glance how many new emails you have and can instantly access your new emails and personalized Web pages.

    Helpful Hint: Remember to leave your computer ON and remain logged into Windows for the time you select.

  • How does Instant On work?

    Instant On works while you are away. During the time(s) you choose, Instant On checks your email and stores copies of your browser home page and your personalized NetZero Instant On page - with headlines, weather, stocks, and more.

    Simply check the Instant On message on your computer when you return to see exactly how many new emails you have. Then instantly access your new emails and favorite Web pages while you connect to the Internet.

    Helpful Hint: Your browser home page is the Website displayed when you click the Home icon in your browser. You can change this page by selecting Tools and Internet Options from the Internet Explorer menu.

  • What if I have more questions?

    A complete 'Help' section is available to answer all your questions online at www.netzero.net/support


Setup Instant On

Instant On will be available for your use after one successful connection through the latest version of the NetZero HiSpeed 3G software. After you have connected once, an Instant On popup will appear offering you a chance to setup the service. If you do not setup Instant On through the popup, follow the steps below.

Note: Remember that this feature will only work for members who have a NetZero HiSpeed 3G account and have their password saved in the NetZero software.

NetZero Settings for Instant On

For Instant On to run properly, the following setting must be configured in the NetZero software:
  • Right-click the NetZero HiSpeed 3G icon in the system tray and un-check Close the NetZero Taskbar icon when I disconnect.

Turn on Instant On

  1. Double-click the NetZero icon on your desktop.
  2. Click Settings
  3. Click Instant On.
  4. Check the box next to Yes I want Instant On.
  5. In the box under Pick a Time, select a time period you want to use.
  6. Click Add.
  7. Repeat this for every hour that you want to use Instant On.

    Note: If you do not select a Time Slot, then Instant On will launch automatically at a time when you are logged into NetZero and your computer is idle.

  8. If you do not want Instant On to gather information on the weekends, check the box next to: Do not dial out on the weekend.
  9. If you want your computer to connect to NetZero as soon as it is turned on, check the box next to: I also want to connect to the Internet each time I start my computer.
  10. Click Continue.

Select Time Slots for Instant On

  1. Double-click the NetZero icon on your desktop.
  2. Click Settings.
  3. Click Instant On.
  4. In the box under Pick a Time, select a time period you want to add.
  5. Click Add.
  6. The selected time slot will appear under My Times.
  7. Repeat these steps for every time you want to connect through Instant On.

    Note: You can choose a maximum of 6 Time Slots.

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Auto Reconnect

Auto Reconnect helps you reconnect to the Internet when your connection is lost. If you are disconnected from NetZero, a pop-up asking You have been accidentally disconnected from the Internet. Would you like to reconnect now? will appear. Choose whether you would like to reconnect or not and click the appropriate button.

You can check the box: Always redial when connection is lost and the pop-up will not appear when you are disconnected. Instead, the software will start dialing automatically to try and establish a connection. Please note that you must have your password saved in the NetZero software to use this feature.

If you are experiencing frequent connection problems, Click here for the list of Connection Issues.

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Password Not Saved Error

If you received a Password Not Saved error message, follow the steps below to resolve this problem:

  1. Double-click the NetZero icon on your desktop.
  2. Enter your Member ID and Password in the appropriate boxes.
  3. Check the box next to Save Password.
  4. Click Connect to sign onto NetZero or click the red X at the top right of the box to close the software.

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Common solutions

Close your background programs prior to running NetZero

If rebooting did not help, you may need to disable any programs running in the background (usually found in your system tray in the lower-right hand corner). To do this, please try the following:

Windows 95/98/ME users:

  1. On your keyboard, press and hold the Ctrl, Alt and Delete keys at the same time.
  2. A window will appear listing all of the programs running on your system.

    Note: Windows NT/2000 users must press the Task Manager button.

  3. For every program EXCEPT Explorer and Systray, click once on each program listed to highlight it and click the End Task button.

    Note: Each time that you click on the End Task button, you will have to press and hold the Ctrl, Alt and Delete keys to bring the Close Program window back up.

  4. Try your NetZero connection again. If this resolves the problem, close NetZero and restart your machine. Repeat Steps 1 through 3, clicking End Task for only one program at a time. Each time you use End Task, try your NetZero connection again. If you encounter the error again, you will know which program is creating the conflict.

Windows XP/2000 users:

  1. Press and hold the Ctrl, Alt and Delete keys at the same time.
  2. Click the Task Manager button.
  3. Click the Processes tab.
  4. A window will appear listing all of the programs running on your system.
  5. Look in the Image Name column. For every program except Explorer where the User Name is not SYSTEM, select the program name and click End Process.
  6. Try your NetZero connection again. If this resolves the problem, close NetZero and restart your machine. Repeat the above steps, clicking End Process for only one program at a time. Each time you use End Process, try your NetZero connection again. If you encounter the error again, you will know which program is creating the conflict.

After disconnecting from NetZero, you can launch the applications that you had closed again by rebooting your computer.

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Modem Diagnostic

If your modem is not configured correctly, NetZero will not function. To verify that your modem configuration is correct, please complete the following steps:

Windows 95/98/ME users:

  1. Click the Windows Start button, point to Settings and select Control Panel.
  2. Double-click the Modems icon.
  3. Select the Diagnostics tab.
  4. Click on the appropriate Com Port where your modem is listed.
  5. Click the More Info button.
  6. If your modem is configured correctly, it should display port information regarding your modem. Click OK to exit.

    Note: If you receive an error message, then you will need to configure your modem. This may require that you reinstall your modem drivers and/or configure your modem settings. If this is the case, you should contact your modem or computer manufacturer for information on configuring your modem. If you are on a LAN (Local Area Network), contact your Network Administrator for assistance.

  7. On your desktop, double-click the My Computer icon.
  8. Double-click the Dial-Up Networking icon.
  9. Click once on the NetZero icon to highlight it.
  10. From the File menu, select Properties.
  11. From the Connect Using drop-down menu, select your modem.
  12. Click OK. Close all windows before attempting to dial NetZero again.

Windows XP/2000 users:

  1. Click the Windows Start button and point to Control Panel.
  2. Double-click the Phone and Modem Options icon.
  3. Click the Modems tab.
  4. Select your modem and click the Properties button.
  5. Select the Diagnostics tab.
  6. Click Query Modem.
  7. If your modem is configured correctly, it should display information in the Modem Information window regarding your modem. Click OK to exit.

    Note: If you receive an error message, then you will need to configure your modem. Windows XP/2000 has a troubleshooting guide for this purpose. To access it, click on the General tab under your modem's properties and click Troubleshoot...

  8. Click the Start button and select Connect To...
  9. Select Show all connections.
  10. Click once on the NetZero icon to highlight it.
  11. From the File menu, select Properties.
  12. From the Connect Using drop-down menu, select your modem.
  13. Click OK. Close all windows before attempting to dial NetZero again.

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Verify Modem Settings

Windows 95/98/ME users:

  1. Click the Windows Start button.
  2. Point to Settings and select Control Panel.
  3. Double-click the Modems icon. If you already have a modem set up, you will see a window beneath the words 'The following modems are set up on this computer.'
  4. Click the Properties button.
  5. Under Maximum Speed, select the appropriate port speed for your modem. For 14.4 modems use 19200, for 28.8 modems use 38400 and for 56k use 57600.
  6. Uncheck Only connect at this speed.
  7. Select the Connection tab.
  8. Under Call Preferences, ensure that the box marked Cancel the call if not connected within is unchecked.

    Note: Some modems may not allow you to change the call preferences.

  9. Click OK.
  10. Click Close to exit.
  11. Retry your NetZero connection.

Windows XP/2000 users:

  1. Click the Windows Start button.
  2. Select Control Panel.
  3. Double-click on the Phone and Modem Options icon. (Switch to Classic View on the left if you don't see this option)
  4. Select the Modems tab.
  5. If you already have a modem set up, you will see a window beneath the words 'The following modems are installed.'
  6. Click on the Properties button.
  7. Click the Modem tab.
  8. Under Maximum Port Speed, select the appropriate port speed for your modem. For 14.4 modems use 19200, for 28.8 modems use 38400 and for 56k use 57600.
  9. Select the Advanced tab.
  10. Click on Change Default Preferences.
  11. Under Call Preferences, change the value of the box marked Cancel the call if not connected within to 255.

    Note: Some modems may not allow you to change the call preferences.

  12. Click OK.
  13. Click OK.
  14. Click OK to exit.
  15. Retry the NetZero connection.

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Verify Network Settings

Note: These steps are not applicable to Windows XP/2000 users.

If the problem persists, follow the steps below to verify your network settings.

Windows 95/98/ME users:

  1. Click the Windows Start button, point to Settings and select Control Panel.
  2. Double-click the Network icon.
  3. Check to see if you have the following components:

      Client For Microsoft Networks
      TCP/IP or TCP/IP > Dial Up Adapter
      Dial-Up Adapter

Note: If you are on a Network or company LAN, contact your system administrator before making any network changes.

If the components listed above are not present, then add the missing component(s).

    IMPORTANT! Only add a component if it is not already present. If the component is listed, you will not need to add it.

To Add Client for Microsoft Networks:

  1. Click the Add button.
  2. Select Client.
  3. Click the Add button.
  4. Under Manufacturers, select Microsoft.
  5. Under Network Clients, select Client for Microsoft Networks.
  6. Click OK.

To Add Dial-up Adapter:

  1. Click the Add button.
  2. Select Adapter.
  3. Click the Add button.
  4. Under Manufacturers, select Microsoft.
  5. Under Network Adapters, select Dial-Up Adapter.
  6. Click OK.

To Add TCP/IP:

  1. Click the Add button.
  2. Select Protocol.
  3. Click the Add button.
  4. Under Manufacturers, select Microsoft.
  5. Under Network Protocols, select TCP/IP.
  6. Click OK.

Once you've added any necessary components, follow the steps below.

  1. Click once on TCP/IP to highlight it and click on the Properties button.
  2. Select the DNS Configuration tab and ensure that Disable DNS is checked.
  3. Select the WINS Configuration tab and make sure that Disable WINS Resolution is checked.
  4. Click OK.
  5. In the Primary Network Logon field, ensure that Client for Microsoft Networks is selected.
  6. Click OK.
  7. Click on Dial-up Adapter once to highlight it.
  8. Click the Properties button.
  9. Select the Advanced tab and click once on Use IPX Header Compression to highlight it.
  10. Under the Value drop-down menu, select NO.
  11. Click OK and OK again.
  12. When you are prompted to restart you computer, click YES.

Windows 98 Users:

Check to see that Dial-Up Networking is installed on your computer by following these steps:

  1. On your desktop, double-click the My Computer icon.
  2. If you see a Dial-Up Networking icon, Dial-Up Networking is installed. Close My Computer and try logging on to NetZero again by double-clicking on the NetZero icon on your Desktop.
  3. If you do not see a Dial-Up Networking icon, close My Computer, then click the Windows Start button, point to Settings and select Control Panel.
  4. Double-click the Add/Remove Programs icon.
  5. Select the Windows Setup tab, and double-click on Communications.
  6. Put a check in the box next to Dial-Up Networking, Hyperterminal and Phone Dialer.
  7. Click OK and click OK again to exit.
  8. Close the Control Panel and try logging on to NetZero again.

Windows 95 Users:

If you are running Windows 95, check to see what version you have. If you have an older version, you may need to download the latest version of Dial-Up Networking (version 1.4). To check what version of Windows 95 you are running, please follow these steps:

  1. Click the Windows Start button, point to Settings and select Control Panel.
  2. Double-click the System icon and select the General tab.
  3. Under System, you will see listed the Operating System, Edition and version number. The version number will start with 4.00.950. Check to see if a B or C is listed after 4.00.950. If not, you will need to download and install Dial-Up Networking 1.4. Go to http://download.microsoft.com/download/win95/Update/17648/W95/EN-US/dun14-95.exe to download it.
  4. If there is no letter at all after 4.00.950, then we suggest you also download and install Winsock 2.0 upgrade for Windows 95. You can download it by going to
    http://www.microsoft.com/windows95/downloads/contents/WUAdminTools/S_WUNetworkingTools/W95Sockets2/Default.asp

Once the Dial-Up Networking 1.4 upgrade or Winsock 2.0 has been installed, you will need to reinstall the NetZero software.

Before proceeding, ensure that you have the NetZeroSetup.exe file on your system or the NetZero CD. You can download the latest version of our software from our Web site at http://my.netzero.net/s/download.

Once you have the NetZero software, please follow the steps below to completely uninstall and reinstall NetZero.

  1. Click the Windows Start button, point to Settings and select Control Panel.
  2. Double-click the Add/Remove Programs icon.
  3. Click once on NetZero Internet to highlight it and click on the Add/Remove button.
  4. Click OK then OK again and close the Control Panel.
  5. Click the Windows Start button, point to Programs and select Windows Explorer.
  6. In the left-side window, double-click the Program Files folder.
  7. Click once on the NetZero folder to highlight it and press the Delete key on your keyboard to remove it.
  8. Close Windows Explorer.
  9. On your desktop, double-click the My Computer icon.
  10. Double-click the Dial-Up Networking icon.
  11. Click once on the NetZero icon to highlight it and press the Delete key on your keyboard to remove it.
  12. Close all windows and restart your computer.

After the computer has restarted, reinstall the NetZero software by inserting the NetZero CD into your CD-ROM drive or by double-clicking on the NetZeroSetup.exe file that you downloaded.

To locate the NetZeroSetup.exe file, please follow the steps below.

  1. Click the Windows Start button, point to Find and select Files or Folders.
  2. In the Named field, type NetZeroSetup.exe
  3. Ensure that the Look in field indicates My Computer.
  4. Click the Find now button.
  5. When the NetZeroSetup.exe file is found, double-click it to run the installation program.
  6. When the installation is complete, retry your NetZero connection.

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Configure Network Settings

Note: These steps are not applicable to Windows XP/2000 users.

  1. On your desktop, double-click the My Computer icon.
  2. Double-click the Control Panel icon.
  3. Double-click the Network icon.

    Note: In the Primary Network Logon drop-down menu, ensure that Client for Microsoft Networks is selected.

  4. Double-click TCP/IP->Dial-Up Adapter.

    Note: If you get a TCP/IP Properties Information window, click OK.

  5. Ensure that only the circle next to Obtain an IP address automatically is checked.
  6. Select the WINS Configuration tab.
  7. Ensure that only the circle next to Disable WINS Resolution is checked.
  8. Select the DNS Configuration tab.
  9. Ensure that the circle next to Disable DNS is checked.
  10. Select the Bindings tab.
  11. Ensure that only Client for Microsoft Networks is checked.
  12. Select the Advanced tab.
  13. Ensure that No is in the Value field.
  14. Click OK.
  15. Click OK to exit.

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Temporarily disable your Firewall program

If you are using a Firewall program, please disable it temporarily and try connecting to NetZero. If you are able to connect successfully, you will need to refer to your Firewall program's documentation on how to configure your Internet security settings to be less restrictiveallow NetZero access to the Internet.

After the initial installation of the NetZero software, you may receive a notice that exec, x1exec or ZCast is trying to access the Internet. If you see this message, please ensure that you click Yes to allow the NetZero software access to the Internet. If you don't allow access, our software will be unable to function properly.

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Have you tried another access number ?

Before doing anything else, try using an alternate access number, if one is available.

  1. Double-click the NetZero icon on your desktop.
  2. The Welcome screen will appear. Click Settings.
  3. On the Welcome to NetZero Setup screen, click Locations.
  4. On the Dialing Location screen, highlight your preferred location (i.e. Home) and click Modify.
  5. On the Set-Up a Dialing Location screen, ensure that all ten digits of the phone number you are dialing from are properly entered and click Continue.
  6. On the Select Access Numbers screen, click the checkbox under the Select column next to the numbers you would like to add, then click Continue.
  7. On the Congratulations screen, confirm that the numbers you have chosen are displayed and that any special dialing strings are included (i.e. 9, or *70), then click Finish.

To Add, Remove, or Change Cities to your list once you are in the Select Access Numbers screen:

  1. Next to View access numbers from another area code, select the area code for the city you are in (or wish to access).

    • To add cities to your list:
      • Click on the checkbox under the Select column for the city(s) you wish to add.

        Note: Verify with your local phone company that youare making a local call. To search for a local access number in your area, please visit our Web site at http://my.netzero.net/s/numbers

      • You can designate the way you want the access numbers dialed. For example, if you want the area code and phone number dialed,you would need to click on the checkbox under the Area Code column next to the number you wish to modify.
      • Click Continue.
      • On the Congratulations window, confirm the access numbers you have chosen (Your NetZero dialup numbers will appear exactly as they will be dialed) and click Finish.

    • To remove numbers from your list:
      • Click the checkbox under the Select column to uncheck the city(s) you wish to remove.
      • Click Continue.
      • On the Congratulations window, confirm the access numbers you have chosen (Your NetZero dialup numbers will appear exactly as they will be dialed) and click Finish.

    • To change the settings on your access numbers (i.e. how they are dialed):
      • Click the checkbox under the appropriate dialing preference(s) column (either Dial '1' or Area Code) to check or uncheck the settings you wish to change. For example, if you want the area code and phone number dialed, you would click the checkbox under the Area Code column next to the number you wish to modify.
      • Click Continue.
      • On the Congratulations window, confirm the access numbers you have chosen (Your NetZero dialup numbers will appear exactly as they will be dialed) and click Finish.

        Note: These access numbers will automatically be saved for the next time that you log on to NetZero
    • Select your Member ID, enter your password, and click on Connect to log on to NetZero.

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Make sure that your modem timeout settings are properly configured

It is important that you pay close attention to what the modem 'sounds' like when you call NetZero, and how long it takes before you get an error message. If you receive an error message very quickly, you will need to check the modem's timeout setting.

Windows 95/98/ME users:

  1. Click the Windows Start button, point to Settings and select Control Panel.
  2. Double-click the Modems icon.
  3. Make sure your modem is selected and select Properties.
  4. Click the Connection tab.
  5. In the Call Preferences section, make sure that Cancel the call if not connected... is NOT checked.
  6. Click OK then Close.
  7. Retry the connection.

Windows XP/2000 users:

  1. Click the Windows Start button and select Control Panel.
  2. Double-click the Phone and Modem Options icon.
  3. Select the Modems tab.
  4. Make sure your modem is selected and select Properties.
  5. Click the Advanced tab and select Change Default Preferences...
  6. Change the value of Cancel the call if not connected within to 255 seconds.
  7. Click OK and OK and OK.
  8. Retry the connection.

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Check that your modem is connected properly

There are two modem outlets on the back of your computer. The correct outlet will be labeled as 'Line' or will have a picture of a wall jack next to it. Please verify that the telephone cord is connected from the wall jack directly into the correct modem outlet.

If you have other devices connected between the wall jack and the modem (such as fax machines, caller id boxes, or other phones), then these could be interrupting the dial tone. Try disconnecting all other devices - this may resolve the problem. You can then connect the devices to a different wall jack.

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Check your dial-up settings

  1. Make sure you have the NetZero software configured to dial your local access number correctly. Some areas may require you to dial the area code plus the number even if you are dialing into the same area code. You may want to call your operator to find out the proper methods for dialing numbers in your area.
  2. If you are trying to disable your call waiting, make sure that the correct code is being used.
  3. If your phone requires pulse dialing, make sure that you are not using tone dialing.

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Check your access number and the settings related to it

  1. Double-click the NetZero icon.
  2. The Welcome screen will appear. Click Settings.
  3. On the Welcome to NetZero Setup screen, click Locations.
  4. On the Dialing Location screen, highlight your preferred location (i.e. Home) and click Modify.
  5. On the Set-Up a Dialing Location screen, ensure that all ten digits of the phone number you are dialing from are properly entered and click Continue.

    Note: During this step, you can choose between 11 digit, 10 digit dialing, or neither. If you do not select either of the dialing options it will default to 7 digit dialing.

  6. Click Continue.
  7. Click Finish and proceed to the logon screen.
  8. Retry the NetZero connection.

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Try using three commas in your custom suffix

You can try entering three commas after the phone number, which in some cases solves the problem. Try the following steps:

  1. Double-click the NetZero icon on your desktop.
  2. The Welcome screen will appear. Click Settings.
  3. On the Welcome to NetZero Setup screen, click Locations.
  4. On the Dialing Location screen, highlight your preferred location (i.e. Home) and click Modify.
  5. On the Set-Up a Dialing Location screen, click Advanced.
  6. On the Advanced Dialing screen, enter three commas in the Custom Suffix text box and click Continue.
  7. Click Continue.
  8. Click Continue again.
  9. On the Congratulations screen, confirm that the numbers you have chosen are displayed and that the three commas are included in the suffix.
  10. Click Finish and proceed to the logon screen.
  11. Retry the NetZero connection.

Placing 3 commas after the phone number will pause your computer's modem to wait for the V.90 signal (56K) coming from your access number's modem. If some brands of modems do not receive the v.90 signal immediately, they will automatically disconnect or look for the next connection speed (33.6k, 28.8k, etc). Although your access number's modem tries to connect at 56K, your computer's modem may try to connect at 33.6k or lower, possibly resulting in no connection at all.

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Upgrade your modem drivers or enter an initialization string

Modem drivers and initialization strings help your modem communicate properly with other modems, thus ensuring a more stable Internet connection. You can download modem drivers and obtain initialization strings for most modems at the following sites:

    http://www.modemhelp.net/stringlist.shtml
    http://www.modemhelp.org/inits/

Disclaimer: NetZero is not affiliated in any way with these Web sites and does not make any endorsements or guarantees for their service

Once you have an initialization string for your modem, you can enter it in by following the steps below.

Windows 95/98/ME/NT users:

  1. On your desktop, double-click the My Computer icon.
  2. Double-click the Dial-Up Networking folder.
  3. Click once on the NetZero connectoid to highlight it.
  4. From the File menu, select Properties.
  5. Click on the Configure button.
  6. Select the Connection tab.
  7. Click the Advanced button in the lower right corner.
  8. Type the initialization string in the Extra Settings textbox.
  9. Click OK, then click OK again.
  10. Close Dial-Up Networking and My Computer.
  11. Retry the NetZero connection.

Windows XP/2000 users:

  1. Click the Windows Start button.
  2. Select Control Panel.
  3. Double-click the Phone and Modem Options icon.
  4. Highlight your modem and select Properties.
  5. Click the Advanced button.
  6. Type the initialization string in the Extra initialization commands textbox.
  7. Click OK, then click OK again.
  8. Retry your NetZero connection.

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Disable v.90 (If applicable)

In some cases, disabling the v.90 functionality for your modem will improve your connection. To disable v.90, you will need to enter an initialization string specific to your modem.

Note: Disabling v.90 will lower your connection speed to a maximum of 33.6 Kbps. While this speed is slower, it will provide a more stable connection versus an unstable connection at faster speeds.

Here are specific init. strings for common modems that may resolve this error:

Note: 0 = Zero

Modem Initialization String
HSP 56 Micro Modem n0s37=12
Lucent Win Modem -v90=0s38=0
LT Win Modem -v90=0s38=0
Conexant Soft K56 PCI +ms=v34
Rockwell HCF 56K Data Fax PCI +ms=v34
US Robotics 56K Voice Win s32=98
Cirrus Logic Modem AT+MS=V34B,1,300,0
PCTel Modem n0s37=12

For instructions on how to enter init strings, (CLICK HERE).

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Remove the DUN connectoid

Windows 95/98/ME users:

  1. Double-click the My Computer icon on your desktop.
  2. Double-click the Dial-Up Networking icon.
  3. Click once on the NetZero icon to highlight it.
  4. From the File menu, select Delete.
  5. Try logging on to NetZero again.

Windows XP/2000 users:

  1. Click the Windows Start button.
  2. Click Connect To and select Show all connections.
  3. Click once on the NetZero icon to highlight it.
  4. From the File menu, select Delete.
  5. Try logging on to NetZero again.

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Complete Restart

If you are still receiving the same error, you will need to restart your computer. To do this, follow the steps below.

  1. Click the Windows Start button and select Shut Down (Turn off Computer for Windows XP/2000).
  2. Select Shut Down (Turn off for Windows XP/2000) and click OK.
  3. Once the computer has shut down, turn the power off and unplug the computer from the wall outlet for one minute.
  4. After one minute, plug the computer power back in and turn the computer on again.
  5. Try your NetZero connection again.

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Disable Call Waiting

  1. Double-click the NetZero icon on your desktop.
  2. The Welcome screen will appear. Click Settings.
  3. On the Welcome to NetZero Setup screen, click Locations.
  4. On the Dialing Location screen, highlight your preferred location (i.e. Home) and click Modify.
  5. On the Set-Up a Dialing Location screen, item number 3 is Do you want to disable call waiting? - Click the circle next to Yes and click Continue.
  6. Click Continue again.
  7. Click Finish to save your settings.
  8. Click Connect to connect to NetZero. Call Waiting will be disabled for the call and you should not be interrupted while online.

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Remove Unused Modem Drivers

Windows 95/98/ME Users:

  1. Click the Windows Start button, point to Settings and select Control Panel.
  2. Double-click the Modems icon and select the Diagnostics tab.
  3. Highlight the modems that did not respond during the previous steps and click on Remove.
  4. Click OK and close the Control Panel.

Windows XP/2000 Users:

  1. Click the Windows Start button and select Control Panel.
  2. Double-click Phone and Modem Options.
  3. Click the Modems tab.
  4. Select the modems individually that did not respond in the previous step and click Remove.
  5. Click OK and close the Control Panel.

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Verify your encryption settings

  1. Double-click the My Computer icon on your desktop.
  2. Double-click the Dial-Up Networking icon.
  3. Click once on the NetZero icon to highlight it.
  4. From the File menu, select Properties.
  5. Select the Server Types tab.
  6. Ensure that the option labeled Require encrypted password is NOT checked.
  7. Click OK.
  8. Click OK again.
  9. Retry the NetZero connection.

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Account Registration and Setup

  1. Double-click the NetZero icon on your desktop.
  2. The Welcome to NetZero screen will be displayed. To register for a new account, select Create an account and sign up and click Continue.

    If you already have a NetZero Member ID, select I already have a Member ID. Type your Member ID and Password and click Continue.

  3. The Choose a Connection Type window will be displayed. Choose how you want to connect to the Internet.

    A. NetZero Dial-up Internet Access:
    If you would like to connect to the Internet using a dial-up modem, leave NetZero Dial-up Internet Access selected.

    If you prefer to hear your modem while you are being connected, select No for the question Would you like to mute the modem?

    B. Use Current Broadband or Other Connection:
    If you want to connect to the Internet with a third-party Internet Service Provider (ISP) using a dial-up modem, DSL, cable or a LAN connection, select Use Current Broadband or Other Connection and click Continue. You will be logged on and the NetZero Online Registration page will be displayed. Follow the on-screen instructions to signup and register for a new account.

  4. If you want your computer to connect to the Internet everytime is it turned on, check the box next to: I want to connect to the Internet each time I start my Computer.
  5. If you want to enable Connect on Demand (NetZero HiSpeed 3G Members Only), which allows NetZero to start establishing an Internet connection when you are offline and an online link is selected, check the box next to: Automatically connect when I click on a link or open a browser.
  6. If you want to enable Auto Reconnect, check the box next to: Automatically redial if I'm accidentally disconnected from the Internet. If the option is not selected, you will receive a prompt asking if you would like to reconnect when you are accidentally disconnected.
  7. Click Continue.
  8. The Set Up a Dialing Location screen will be displayed. A dialing location is a list of access phone numbers that are local to the place you are dialing from, such as your home, a hotel, or office. Enter the Area Code and the Phone Number you are dialing from.
  9. In the box that says Please provide a name for this Dialing Location, type in a name of your choice (e.g. Home or Office).

    Note: The default setting is Home.

  10. If you would like to disable call waiting, select Yes for Question 3. Do you want to disable call waiting?

    Note: You must have the call waiting facility on your phone for this to function. For more instructions click the Tell Me More link.

  11. If you need to dial a number to reach an outside line, select Yes for Question 4. and enter the number (i.e. 8 or 9).
  12. If you would like to setup advanced dialing rules, click Advanced and add the appropriate dialing preference(s).
  13. Click Continue.
  14. The Select Access Numbers screen will be displayed. Based on the information you provide, you will see a list of access numbers that are local to you. If you would like to view the access numbers for another area code, select the appropriate area code from the drop-down menu next to View access numbers for another area code.
  15. Click the checkboxes next to the access numbers you want to use.
  16. If you need to dial a '1' before a number, click the checkbox under Dial '1' next to the corresponding number.
  17. If you need to dial an area code before a number, click the checkbox under Area Code next to the corresponding number

    Note: You may need to Dial 1 and the Area Code for numbers that are not local to you.

    Please check with your telephone company to confirm that under your calling plan the chosen access numbers will not result in additional charges. You are solely responsible for all telephone charges related to accessing our services and NetZero will not reimburse you for any such charges, including long distance or toll charges.

  18. When you are satisfied with your number selections, click Continue.
  19. The Congratulations screen will be displayed. Your chosen list of access numbers will appear according to your settings. If you need to make any changes, click Back.
  20. Click Connect to log on to NetZero.
  21. You will be taken to a registration Web page. Follow the on-screen steps to create your account.

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Manually Run the Connection Wizard and HiSpeed 3G User Guide

If the Connection Wizard or HiSpeed 3G User Guide did not launch when the links above were selected, follow the steps below to learn how to search for and run the file.

Connection Wizard

  1. Click the Windows Start button and select Search.
  2. Select Search for All Files and Folders.

    Note: If you are not using Windows XP, select Find Files or Folders from the Start Menu.

  3. Type NZ-CW_Setup.exe.
  4. Double-Click the file when it appears.
  5. When prompted, select the Open or Run option.

HiSpeed 3G User Guide

  1. Click the Windows Start button and select Search.
  2. Select Search for All Files and Folders.

    Note: If you are not using Windows XP, select Find Files or Folders from the Start Menu.

  3. Type hispeed.html.
  4. Double-Click the file when it appears.

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Contact Support

  • Web Site Support:

    Go to www.netzero.net/support for the main support page.

  • Automated Email Support:

    Automated replies in five minutes or less! Send a blank email to instantanswers@support.netzero.com for a list of support, billing and general topics to choose from.

  • Live Agent Email Support:

    Personal Email assistance from our technical support team. Fill out a support request at www.netzero.net/support/pat

  • Telephone Technical Support:

    In the U.S., call 1-877-912-5866*
    In Canada only, call 1-900-451-2249**

    Please be at your computer when you call and be prepared to provide your Member ID, the version of your NetZero software, your operating system version (such as Windows 98), and any error messages you receive. If possible, please call us from a phone line that is not connected to your computer. To ensure quick and accurate resolution, you may be asked to connect and verify if the issue you are calling about is resolved.

      * Technical support is available 24 hours a day, 7 days a week for a nominal fee.
      ** Canadian fees will apply. Note: This number is not supported in the United States.

  • Online Account Management

    Visit the My Account page at account.netzero.net to review your account or billing information.
    This page provides you with options for updating your personal details, including your credit card information, billing, and contact address. You can also view your account summary and other reports on this page.

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