If you have trouble with Oil Change, you may find the solution to your problem in the following tables. Table 1 contains descriptions of some of the common problems you may experience when using the Internet. You may encounter these problems any time you use the Internet. They are not unique to Oil Change. Table 2 lists some of the error and alert messages you may receive when using Oil Change. These messages are provided by Oil Change and are specific to the Oil Change program.
Table 1. Common problems
Problem |
Cause and Solution |
| Cannot connect to CyberMedia® or other Web site | People
are using all of the available connections to the Web
site. Try again later. The site may be down for repair. Try again later. If you use a modem to connect to the Internet, Oil Change should initiate the dialer. If you have an automatic dialing program that initiates the dialer, try activating the dialer before trying to connect. Your ISP usually provides more than one phone number that you can use to connect to the Internet. When you have trouble connecting, try another phone number. If you use America Online or CompuServe to connect to the Internet, start your browser before starting Oil Change. |
| Slow data transfer | The
speed of your modem determines, in part, how fast data
transfers from the Internet to your computer. Service
providers offer connections at various speeds. Try
checking the speeds supported by your modem, then check
with the service provider for available connections at
the highest speed. You may also want to consider
upgrading your modem. The Internet could be busy. The number of users trying to download data affects the data transfer rate. Try again later. Noise on the telephone line can slow data transfer. Try again later. |
Table 2. Error Messages
When you receive this error |
Try this |
| Scan error | On the
main Oil Change window, click More to display additional
features. Click Options. |
| Incorrect password | Click
Oil Change Support on the main Oil Change window On the Support page, select Oil Change. On the Look Up Your Oil Change Password page, type your Member name, then click the Find My Password button. CyberMedia finds your password and sends it to the e-mail address you specified in your original registration. |
| Used serial number | If you are reinstalling Oil Change, and you have already used the serial number to register, you do not have to register again. You member name is valid for the length of your subscription no matter how many times you reinstall the Oil Change software on your computer. |
| Login failed, cannot obtain authentication from server | The
Internet Service Provider (ISP) or Network Service
Provider (NSP) or one of the Internet nodes in the
connection path does not have the CyberMedia Active Help
server listed in its directory of server names. You can use Ping to verify the path. Do the following: Connect to the Internet. Click Start on the Windows 95 taskbar, select Run and type: ping Oil Change.cybermedia.com If you receive the "Bad IP address oilchange.cybermedia.com" message, the ISP or NSP cannot locate the CyberMedia ActiveHelp server. You will have to contact them for help If you receive "The request has timed out," the ISP or NSP can locate the ActiveHelp server, but the server is temporarily unavailable. |
| No supported products found | On the
main Oil Change window, do the following: Click Options and select Cleanup. Click Clear Cache, then Clear Scan. |
