Common Issues

The following is a list of some common issues and their solutions; please review this information prior to contacting us. Should you still have any difficulties, please view our Further Help.

I cannot access the Internet

First of all, ensure that your machine is connected to the Internet by trying an established site, such as:
www.bbc.co.uk
www.google.co.uk
www.cnn.com

If you are unable to access the Internet, then this may either be a problem with your internal network or your ISP (Internet Service Provider). If you are able to access other computers and services on your network, then it is likely that there is a problem with your ISP.

Consult your IT Administrator and ask them to contact your ISP.

Please Note: Fifth Dimension is not an ISP and does not provide this facility, even if your website is hosted by us and we provide your email accounts.

I cannot access my webmail page

Please ensure that your machine is connected to the Internet.

Please ensure that you are accessing the correct webmail page. Consult your IT administrator.

I am not receiving email

Please ensure that your machine is connected to the Internet. If you are not able to access the Internet, you will not be able to receive email via your FD email account.

Please send yourself a test email (or ask a colleague to) from a different email address outside of your domain, for example: Hotmail, Gmail, Yahoo etc. Wait to see if it arrives – if not, ask your colleague if they received an undeliverable mail reply.

Please check the availability of the mail service by checking your email via the webmail page. If this page is unreachable, the mail server may be currently unavailable. If you can log in to webmail with your username and password, the error is with your computer contacting your email account successfully.

Please check you have your email account set up correctly in your email client programme.

I am not able to send email

Please ensure that you are connected to the Internet and are able to receive email.

Please check that you have the options to authenticate your outgoing mail set correctly – please refer to the section on Using an Email Client.

The content does not seem to be displaying correctly

Many website make use of additional Plug-In’s, with the most popular being Flash.  If you do not have Flash installed, or the latest version, it is likely that the content will either not display correctly, or possibly not even display at all.

If you are unsure, please use the link to Adobe Flash Player, available via our links section.

The site may also require other plug-ins for your browser, so we recommend looking for help on the site itself, or contacting the site owner.

Video content does not seem to display…

Many websites display video content and although this should play automatically, can cause issues in some cases.  To resolve any problems, you will need to know what type of video you are attempting to watch and ensure that you have the correct Plug-in available.  Please check our links page for the most common video formats:
Flash, QuickTime, RealMedia & Windows Media.

If you are attempting to view video on a work computer, then you may experience difficulties if your company uses a Firewall or Proxy server to access the Internet

I receive an error message when I try to access the web page

On some occasions the web page you are looking at may display an error message.  If you are a Fifth Dimension client, then please email us with the details of the error, by copying and pasting the Error text displayed on screen, into an email, or by taking a screenshot.