This is the Slipstream Trouble Shooting Guide.

This section gives more in-depth view into error messages that may happen when installing or operating the accelerator client. Frequent questions are located in the FAQ and actually step-by-step installation is located in the product guide.

For additional information you may also see:

Slipstream FAQ

This section gives the most frequently asked questions about this client. Anything from an Overview to Product Details. If you need something more in depth, please browse the Troubleshooting or if you need assistance with installation and setup, please look at the Product Guide.

Product Guide

This section will assist you in step-by-step installation and operation of your Accelerator client which includes screenshots. If you are looking for quick answers, please look at our FAQ or Troubleshooting sections (above).

1. General Issues when Using slipstream Accelerator

• Why does my downstream "Bandwidth Savings Ratio" appear to go below 1.0?
• Why do some Java-applets (such as certain games on www.pogo.com) not work?
• I'm having trouble loading a site.  What should I do?
• After installing slipstream, I received a message saying Email Acceleration is disabled.  Why did that happen?
• I can't right-click on an image to get the "Original Image".

2. Error Messages when Connecting to the slipstream Service

• "slipstream Web Accelerator cannot be started due to an internal error ..."
• "slipstream Web Accelerator cannot connect to the slipstream Service..."
• "The slipstream Service does not allow connections from your current IP address..."
• "Your username and/or password were not accepted by the slipstream Service..."
• "The slipstream Service could not be started due to an authentication timeout ..."
• "The slipstream Service indicated that it has insufficient resources to handle your connection..."

3.  Error Messages when Using slipstream Web Accelerator

• "A response was not received from the server within a reasonable peiod of time..."
• I receive the error, "slipstream Web Accelerator has stopped because the connection to the remote host has been closed."

4.  Error Messages when Starting slipstream Web Accelerator

• "slipstream Web Accelerator was unable to load the sdicore.dll library ..."
• "slipstream Web Accelerator could not be started due to an installation or configuration problem..."

Section 1 - General Issues when Using slipstream Web Accelerator

1. Why does my downstream "Bandwidth Savings Ratio" appear to go below 1.0?

   Accelerating your bandwidth channel incurs a small amount of transmission overhead. In most cases, this overhead is negligible when compared to the actual bandwidth savings provided by slipstream Web Accelerator.

   However, strange interactions between Internet Explorer and certain plugins (such as the old versions of the Adobe Acrobat Reader plugin) may cause documents to be unnecessarily downloaded twice. It is important to note that this type of behavior occurs regardless of whether slipstream Web Accelerator is used. The Accelerator is merely showing the download statistics in these situations.

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2. Why do some Java-applets (such as certain games on www.pogo.com) not work?

   Older versions of the Java Runtime Environment (JRE) cannot display certain image types (such as 'PNG'). To fix this problem, simply set your image slider to the maximum quality level or upgrade to the newest JRE.

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3. I'm having trouble loading a site. What should I do?

   Try adding the site to slipstream's Proxy Exclusion List. Click here for instructions on completing this operation.

   If this doesn't solve the problem, try adding the site to slipstream's pop-up blocker Whitelist. Click here for instructions on completing this operation.

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4. After installing slipstream, I received a message saying Email Acceleration is disabled. Why did that happen?

   The slipstream installer has detected software that may conflict with slipstream Email Acceleration.

   It was determined that the safest way to proceed was to not install the slipstream Email Acceleration.

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5. I can't right-click on an image to get the "Original Image"?

   Some web sites disable the right-click using javascript. On other sites, the image in question may be a background image. To see the full quality image, change the image slider to "Full Quality" and press Ctrl-Refresh in Internet Explorer.

   Click here for instructions on changing the image slider.

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Section 2 - Error Messages when Connecting to the slipstream Service

1. "slipstream Web Accelerator cannot be started due to an internal error ..."

   Try restarting slipstream Web Accelerator by exiting the program and then relaunching it.

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2. "slipstream Web Accelerator cannot connect to the slipstream Service..."

   Here is a step-by-step list of things you should verify:

   1. Check that you have successfully connected to your ISP in your usual manner (e.g. Did your dial-up connection successfully connect to your ISP?). This step is independent of whether or not you launch slipstream Web Accelerator.

   2. Ensure that the ISP you are connected to is, in fact, the one that supplied you with the slipstream Web Accelerator software and connection information. In most cases, you cannot connect to another ISP and use the same slipstream Web Accelerator connection settings.

   3. Verify that the Connection information located in the Settings dialog is the same as that provided to you by your ISP.

   4. If you are running firewall software, make sure that a firewall rule is present that allows access to the Remote Server Port (located in the Advanced Connection Settings dialog)

   5. Try uninstalling slipstream Web Accelerator (Control Panel-->Add/Remove Programs and select slipstream Web Accelerator) and then re-install it.

   6. Contact your ISP to verify that the slipstream Service is up and running.

   Now try restarting slipstream Web Accelerator by exiting the program and then relaunching it.

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3. "The slipstream Service does not allow connections from your current IP address..."

   The most likely reason you would receive this error is when you connect to the Internet using a different service provider from the one providing you with slipstream Service.  Since we allow this through the entire Internet, you should never receive this error message.  If you do, please contact us immediately.

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4. "Your username and/or password were not accepted by the slipstream Service..."

   The username and password are pulled from the active DUN (Dial-Up Networking).  We require you to enter a valid username and password to use the slipstream Service.

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5. "The slipstream Service could not be started due to an authentication timeout ..."

   Ensure that the authentication information provided to you by us has been keyed in correctly.

   Try reconnecting to the Internet.

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6. "The slipstream Service indicated that it has insufficient resources to handle your connection..."

   Try reconnecting to the Internet.

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Section 3 - Error Messages when Using slipstream Web Accelerator

1. "A response was not received from the server within a reasonable period of time..."

   Try restarting slipstream Web Accelerator

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2. "slipstream Web Accelerator has stopped because the connection to the remote host has been closed."

   Try restarting slipstream Web Accelerator

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Section 4 -  Error Messages when Starting slipstream Web Accelerator

1. "slipstream Web Accelerator was unable to load the sdicore.dll library ..."

   A file or resource required by slipstream Web Accelerator may have been deleted. Fully uninstall and then re-install slipstream Web Accelerator.

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2. "slipstream Web Accelerator could not be started due to an installation or configuration problem..."

   A file or resource required by slipstream Web Accelerator may have been deleted. Fully uninstall and then re-install slipstream Web Accelerator.

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