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Pre-emptive Support

Pre-emptive Support Tutorials offer Jenny Internet Customers a quick help system for easy troubleshooting all aspects of their Jenny Internet Services.


These are a few simple steps that can be done to resolve the issue that you may be experiencing, before calling the National Call Centre for assistance.

About Jenny

Jenny Internet has a National Call Centre that will help you telephonically to try and resolve any trouble that you may be experiencing.

There is no cost to the telephonic support that we provide.

Should there be something wrong or faulty with your hardware or computer, Jenny Internet does not have technicians that are sent to site, you will need to contact your own friendly computer person to assist or the Jenny Dealer that did your installation.

Should you not know of a competent computer person, we can recommend one from our extensive dealer network for you to use.

The costs incurred using any 3rd party  computer person will need to be negotiated with that computer person.

Related Topics: About Jenny
Jenny Internet sells various connectivity services and in order to better resolve any issue you may be experiencing, we need to know what service you currently have and which one, if you have more than one, you are experiencing trouble with.
  • Jenny ADSL Internet Capped and Uncapped
  • Jenny Wireless Internet
  • Jenny VoIP (Voice over Internet Protocol)
  • Jenny Hotspot
  • Jenny Fax Out
  • Jenny E-mail
  • Jenny Domain or Easy Site
In this Quick help section , you will find steps for each product that should be followed before calling the call centre for assistance. Going through these steps may resolve your problem.
Related Topics: About Jenny
Related Products:

ADSL

Jenny ADSL uses a Telkom line to connect you to the Internet. ;">For ADSL to work, you require a post paid Telkom line, ADSL service active on this line, ADSL data account, an ADSL modem and a computer.







The Telkom lines are a little difficult to understand. The one line is used for both talking on and the Data for the internet. Essentially, the 1 line is split into two sections.

  • The entire analogue line is installed and supplied by Telkom. This is the line that you would plug your telephone into and call someone on.

  • This analogue line is billed to the user’s Telkom account every month.

  • When you request for an ADSL line, they don’t come and install another line, they add the ADSL service to your already existing line. This ADSL service is often referred to as the ADSL line.

  • The ADSL service is either paid to Telkom if this service is with Telkom or, if this has been migrated to your internet service provider (ISP), you will pay this to your ISP. This price will vary according to the line speed you have chosen / require.

In addition to the line and ADSL service, you will also require the following:

  • ADSL data account is the amount of data you have in your package per month, eg 1Gb / 5Gb. This data generally doesn’t carry over to the next month if not used up. If you have opted for an uncapped account, you would never reach your data limit, however, if abnormally large amounts of data is downloaded or uploaded, you connection could get throttled / slowed down.

  • Computer / Device is the device that is going to connect the ADSL modem and use the internet through this ADSL modem. These computers / Devices can be connected to the ADSL modem via network cable or via wireless signal.Jenny ADSL uses a Telkom line to connect you to the Internet.

Related Topics: ADSL
Related Products: ADSL and Telkom Fibre
 
The description below may vary between modem makes and models but the principle remains the same across all makes and models. Please refer to your specific modem’s documentation  for light descriptions and functions specific to your modem:
  • Power light - Indicates the modem is on or off. Some modems have a 2 stage light:
    • Red while the modem is booting up or faulty,
    • Green and stable when the modem in ON and functioning.
  • DSL / ADSL - This light should be on. If this light is flashing or off, the modem is either still booting up or is unable to synchronize with the telkom exchange.
  • Internet light - This light indicated the connection to the internet. This will not be on when the DSL light is off or flashing.
    • This light should be on, Green, when there is no traffic going through the modem and flash when there is data going through.
    • Not on or not flashing, modem unable to connect to the authentication server or modem not configured
    • Light is burning red - usually means the username and password entered incorrect.
  • 1, 2, 3… - These lights indicate that there is a computer connected to the corresponding physical port on the back of the modem.
    • ON - Cable is connected and the device on the other side of the cable is also connected and on.
    • OFF - No cable plugged into this port or the device on the other end of the cable is off or faulty.
 
A typical wiring diagram for connection up the ADSL modem. Your ADSL modem may differ but the basic principles remain the same.
 
 
 
Problem
Possible Problem / Solution
No Power on Modem
  1. Modem power supply connected to modem and power socket.
  2. Modem power supply cable not damaged
  3. Ensure power socket / outlet has power
DSL Light is flashing
  1. Ensure telephone cable is securely connected to the TEL socket on the back of the modem.
  2. Ensure telephone cable is securely connection the Modem / DSL port on the filter
  3. Replace the filter
  4. Ensure all other devices that use the same line goes through a filter
  5. Ensure the line has a dial tone
  6. Ensure the ADSL service on the line is active
Internet Light is RED
  1. Normally means your modem is not authenticating with the servers.
  2. Is your ADSL data account still active with your ISP
  3. Log into your modem and ensure that it is programmed with the correct ADSL username and password. Call the call centre if you have misplaced your credentials.
Internet Light is OFF
  1. Modem is not configured or has lost its configuration
  2. Log into the modem and re configure the settings
Network cable from computer to Modem is disconnected or faulty
  1. Unplug the cable that connects your computer to the modem.
  2. Inspect it for breaks, ensure the connectors on both sides are secure and still have the clip on top.
  3. Plug the cable back into the modem, look which port you are plugging into.
  4. Plug the cable back into the LAN port on your computer.
  5. Ensure the Link light comes on next to the LAN port on the computer.
  6. Ensure the LAN port light corresponding to the port number the cable is plugged into the modem is on.
  7. Replace the LAN cable / LAN card in computer / Modem
All cables and lights are correct
  1. You computer setting may be wrong.
  2. Ping your modem’s IP address to ensure that your computer can communicate with the modem.
  3. Check your computer’s network setting that they are correct for the modem.
  4. Set your computer’s network setting to “Obtain IP address automatically” and “Obtain DNS address automatically”
Have you got available data
  1. Call the call centre to check your data balance.
  2. Top up if necessary.
Internet still not working.
Have your customer code on hand and call the National Call Centre for further assistance.

Related Topics: ADSL
Related Products: ADSL and Telkom Fibre

Email

There are two parts in adding a signature to Windows Live Mail :

Part A: Creating the HTML signature source file.

Part B: Linking the source file to your email signature.

Preparation:

  • Create a “Sig” folder in “Local Disk C:”
  • Copy the image file that you are going to use in the signature into this folder.
  • Rename this image file to “sig.jpg”

Part A: Creating the HTML signature source file.

  • Open up your email program.
  • From the File menu, click New and then Mail Message.

 

  • The New Message window opens.
  • From the Insert menu, select Single Photo…
  • Navigate to the “C:\Sig” folder where you placed the image file you wish to insert.

  • Click the image file, then the Open button. Your image should show in the New Message window.
  • Optionally, you may add text.
  • From the File menu, select Save As File…

  • Navigate to the “C:\Sig” folder
  • Type your File name and select HTML as the file type. Click the Save button

  • Close the New Message window that is open.

Part B

We need to edit the signature file to correct the path of the image file by doing the following:

    • Open Windows Explorer
    • Navigate to the “C:\Sig” folder
    • Right click on the signature file you saved earlier, eg. Signature.htm
    • Open the “Open With” Menu and click on “Notepad”

    • Look in the text for “src=”cid:[some random text]”” as in the image below:

    • Replace all the text within the “ “ with the following “c:\Sig\Sig.jpg” as below:

    • Click the File menu option, then click on Save.

Now that the file with your image and text is saved and corrected, you need to point your email program to it.

  • In your Windows Live main window, Click File menu, open the Options item, Mail….

  • Click the Signatures tab.
  • In the Signatures section, click the New button.
  • In the Edit Signature section, select the radio button for File.
  • Click the Browse… button.
  • Navigate to the HTML file you just created. You may need to change the file types list to HTML Files.
  • Highlight your file and click Open.

  • Check the box for “Add signature to all outgoing messages” at the top of this window.
  • Click OK.

If now open a new message, you should see your signature in the new email.

If you still don’t see your image, you may need to go to File > Options > Safety Options… > Security Tab > Download Images section and uncheck Block Images.

Now you can start a new mail and you should see the image and signature display.

Related Topics: Email
Related Products: Email
Jenny Internet Call Centre can help you will all your e-mail troubleshooting provided your e-mail / domain account is hosted with us or you have all your e-mail settings from your e-mail service provider, eg. Telkom, MWeb, etc.
 

Settings needed to correctly setup your e-mail account:

  1. E-mail address, eg. support@jenny.co.za.
  2. Incoming mail server address (POP/3), eg. mail.jenny.co.za
  3. Outgoing mail server address (SMTP), eg. smtp.jenny.co.za
  4. Username, this is most times the same as your e-mail address.
  5. Password, this is usually given to you at the time of your signing up for the e-mail account. If your e-mail is hosted with Jenny Internet, we can give you your password or change it for you to whatever password you would like. If your e-mail is not hosted with Jenny Internet, you will need to call your e-mail service provider to get or reset your password.
  6. Outgoing Authentication Settings, you must know if your e-mail service provider requires a username and password for you to send e-mail through their servers. eg, YES / NO, SMTP Username and Password.
  7. Port Number, these are number that are inserted to change the listening ports that your servers would listen on to receive or send email, eg. POP: 110, SMTP: 25 / 587 / 465

Jenny Internet mail servers are in most cases setup with the following credentials:

 
Username = Full email address eg. support@jenny.co.za.
Domainname = the part after the “@” in your e-mail address eg. support@jenny.co.za, domain name = jenny.co.za
Incoming Mail Server / Port # = mail.domainname / 110
Outgoing Mail Server / Port # = smtp.domainname / 587
Outgoing Mail Server requires authentication = Yes, same username and password as incoming.
 
In your e-mail program you will need to use all your correct e-mail credentials. Each e-mail program is different from one another but all require the same information at the end of the day.
 

Popular e-mail programs are as follows:

  • Outlook Express (came built-in with Windows XP)
  • Microsoft Outlook (comes with some MS Office packages, 2003, 2007, 2010, 2013). MS Outlook versions differ from each other.
  • Windows Live Mail (freely downloadable from the Microsoft website as part of the Microsoft Live Essential Package)
  • Mozilla Thunderbird. (family of the Firefox Web Browser, Free to download. Setup different from the Microsoft products)
  • Apple MAC’s e-mail program is simply called “Mail”
Each mail program has a different looking screen is which you need to insert your mail account credentials. You will need to learn your e-mail program or find a friendly tutorial on the web.
If your e-mail is not hosted with Jenny Internet but your internet connection is with  and you are battling to send, we can assist with an account for outgoing mail.
Related Topics: Email
Related Products: Email
  1. Open Outlook Express: Start / All Programs / Outlook Express
  2. If you don’t already have an e-mail setup in outlook express it will start-up with the Wizard. We are going to follow the wizard in this example.
  3. At the 1st screen, type in your name. This is the name that you would like to appear in the recipient of your mail’s inbox. What you insert here has no bearing on where or not your mail will work or not. {NEXT}
  4. The next screen you will type in your correct e-mail address as given to you from Jenny Internet or your e-mail service provider. {NEXT}
  5. Select your server type. POP3 or IMAP. We use POP3 for most customers. Type in your Incoming mail server and outgoing mail server addresses in the correct spaces. {NEXT}
  6. On the following screen you need to enter your correct account name, also known as your username, as said before, usually your complete e-mail address. Then enter your correct e-mail password in the space provided. {NEXT}
  7. Next Screen Click {FINISH}
  8. You are however not finished yet. If you get the import wizard that opens, just close it.
  9. At the Outlook express screen where you see the folders on the left, on the Menu Bar, click Tools, then Accounts.
  10. Click on the Mail Tab at the top of the next window that opens.
  11. Double click on the e-mail account you would like to modify.
  12. Click on the Servers tab.
  13. Check the box at the bottom of the servers tab the says My server requires authentication”. Click the Settings button to the right of that option.
  14. Ensure that “Use same setting as my “incoming mail server” is selected. If you were provided with a different outgoing username and password as the incoming, select “log on using” and enter the outgoing username and password in the relevant fields. {OK}
  15. Back the mail account properties screen, select the Advanced tab.
  16. Change the Outgoing mail (SMTP) port number to 587.
  17. If you would like your mail to remain on the server for a time period or for another computer to download the same mail, check the box “leave a copy of messages on server”. Then check the box “Remove from server after” and select the number of days.
  18. Click {OK} and then {Close}
  19. Send an e-mail to yourself to check that you can both send and receive mail.
  20. If you still getting errors or can’t receive or send mail, ensure your internet is working by opening your favourite web browser and open any website. If the web page doesn’t open, Troubleshoot your internet. If the internet is working, please review all the settings that you entered.
  21. If you are still experiencing problems, please call the National Call Centre.
 

Examples of the screens you will encounter are:

 
 
 
 
 
 
 
Related Topics: Email
Related Products: Email

As with any operating system upgrade, things can and usually do go wrong. In some cases the entire upgrade is a total failure and in other cases, a few things that worked before no longer work.

With the recent Windows 10 rollout, we have come across an issue with previously installed Office 2013 – Outlook. This problems shows up in the form of Emails will not send out or Outlook gives errors when opening.

To fix these problems, please action the following on the computer experiencing the problem:

  1. Click on the Start Button and type “cmd”
  2. “Command Prompt” will appear at the top of the start menu, Right click on this and click on “Run as Administrator”
  3. You will be asked to confirm that you wish to run this as Administrator, Select “Yes”.
  4. In the command line window that appears, type “sfc /scannow”, press enter

  1. This will start the process to check all the system files and fix any problems that it may encounter.
  2. Once this is complete, Restart your computer.
  3. Mail sending should be working.

This has been testing on various computers to find that it worked on all of them, however, your specific problem could be different at its core and this solution may not work for you.

Ultimately, your closest computer technician should be contacted to assist for and localised computers.

 

 

Related Topics: Email
Related Products: Email

VoIP

 
The Jenny VoIP system relies on the Internet to function. Without an internet connection, your VoIP phones will not be able to connect to our servers and therefore will not be able to function.
 
A bad internet connection will also cause VoIP quality issues. A busy connection, or a connection with high latency will cause VoIP quality issues. If you are using Jenny Wireless Internet, the signal strength between your CPE and the tower will also affect the VoIP quality.
 

VoIP Devices:

There are many VoIP devices that can be used with our VoIP service. The common devices that we use are Siemens Gigaset, Snom and Fanvil.
 
Companies that require a switchboard often use FreePBX or Elastix as their switchboard software on a computer that acts as the brains of the switchboard.
 
Other options are devices that convert the VoIP lines into analogue signals. These are used to add VoIP lines to an older analogue switchboard system. Devices used in these cases are Grandstream, LinkSys and Patton devices.
 
These systems can get quite complicated but the basic troubleshooting steps still apply to resolve basic issues.
 

Troubleshooting steps for VoIP

 
 
Problem
Possible Problem / Solution
Phone unable to Register with the server.
  1. Is your internet working? Open a web page on your computer that is connected to the same network as your VoIP phone.
  2. Troubleshoot your Internet connection if necessary.
  3. Check LAN cables from the back of the phone / device (if you are using a cordless phone, do this on the base station of the phone) to your network. Ensure the cables are securely connected at both locations
  4. Unplug the power of your router / CPE, count to 10, plug the power back in.
  5. Unplug the power from the phone, count to 10, plug the power back in.
VoIP phones still not working
Have your customer code on hand and call the National Call Centre for further assistance.
 
Related Topics: VoIP
Related Products: VoIP

Wireless

The Jenny Wireless system consists of a few main parts:

 

The CPE (Antenna, radio, aerial) outside on the roof.

Looks similar to the picture above. This is connected to the POE port on the power supply.

The POE power supply box (POE).

This supplies power the CPE over the data cable together with the data.

 

Before calling the Jenny call centre, please perform the following steps:

  1. Ensure that the POE has power and the light(s) is/are on
  2. Ensure that the cable coming into the building from the CPE is connected firmly to the POE port on the POE box.
  3. Ensure that the cable coming from your computer is connected firmly to the LAN port on the POE box.
  4. Ensure that the cable coming from the LAN port on the POE box is firmly connected to the LAN port on your computer / network switch and the light is on on the LAN port of the computer or network switch.
  5. Remove the power cable from the POE box, wait 10 seconds and plug the power cable back into the POE box. This will restart the CPE and re-initialize the connection to the towers that supply you with your internet.
  6. Ensure that your computer is getting the correct IP address and Default Gateway.
  7. Wait about 30 seconds for the CPE to start up completely then open a web site on your computer to see if your connection is now working.
  8. If not, please contact the call centre for further assistance and information.
 
Related Topics: Wireless
Related Products: Wireless Internet