This section helps troubleshoot common error messages received when PurSpeed XL Web Accelerator tries to connect to the PurSpeed XL service. Click any of the following error messages for resolution information.

Error Messages when Connecting to the PurSpeed XL Service

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

2. "PurSpeed XL Web Accelerator cannot connect to the PurSpeed XL Service..."

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

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

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

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

Error Messages when Connecting to the PurSpeed XL Service

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

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

   If the problem persists contact your ISP.

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2. "PurSpeed XL Web Accelerator cannot connect to the PurSpeed XL 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 PurSpeed XL Web Accelerator.

   2. Ensure that the ISP you are connected to is, in fact, the one that supplied you with the PurSpeed XL Web Accelerator software and connection information. In most cases, you cannot connect to another ISP and use the same PurSpeed XL 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 PurSpeed XL Web Accelerator (Control Panel-->Add/Remove Programs and select PurSpeed XL Web Accelerator) and then re-install it.

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

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

   If the problem persists contact your ISP.

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3. "The PurSpeed XL 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 PurSpeed XL Service. Your ISP may only allow you to use the PurSpeed XL Service when connected to the Internet through them.

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

   The login credentials you specified on the "Settings" - "Connection" tab were not valid. Your ISP requires you to enter a valid username and password to use the PurSpeed XL Service.

   Click here to view the Product Guide for information on how to set your username and password.

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

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

   Try reconnecting to your ISP.

   If the problem persists contact your ISP for assistance.

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

   Try reconnecting to your ISP.

   If the problem persists contact your ISP for assistance.

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