Hi Reverend,
Thanks for your email reply.Here ist the deal. I had the DW4000 2 way system and within the last 2 weeks upgraded to the DW6000 2 way professional. Since I've upgraded I can't access any secure sites. I'm running windows xp home, the DW6000 is not running thru a router. advanced support changed my proxy settings about 6 times, changed my setup from vertical to horizontal or vice versa - i really don't remember, shut my account down and restarted it, giving me a new IP address, told me to start using firefox (i'd been using IE6+) and then came to the conclusion last Sunday night that they needed to escalate the issue to engineering and that someone would call me back in 24 to 72 hours. (i'm still waiting on that call). anyway i'd really appreciate any help. I've been using DirecWay for 2 years with the DW4000 and loved it. Since the upgrade my opinion has changed. I tried to go back to the DW4000 but they said NO. Any advice? Thanks,!

Hi 3rdrock and welcome to testmy.net!

Thanks for looking me up on my e-mail, and thanks for coming here so that everyone can watch me make a fool of myself!  LOL!  First, did you get my e-mail telling you to enter the info into the Exceptions box of IE6?  I assume you did ..if not, pls check your e-mail!  

I apologise for the probs that DWay has brought upon you, yet you are in good company.  I changed to their most expensive system (had a 4000 Pro account before) and ever since I have been fighting like crazy to stay online.  The DW6000's are a 'bait and switch' that is meant to give them total control over everything you do, and todate, there are no known "tweaks" for ANY of it ...except for the few that I am getting from my cousin (works at NOC in Maryland - - Level III Engineer).  

SO!

Since your account has been shut down and restarted completely, it means your modem is back to factory settings and doesn't need to be touched. (They shouldn't have messed with your  V or H to begin with!  (horrors)!  Since you can still get online tells me that no problems are in your modem ...thank God.  Whatever your paperwork states from when they installed your DW6000 is exactly what your modem was programmed to do ...it cannot be changed unless it is sent back for reprogramming.  (Up in the NE someplace).  Tech Support should have known this and never have played in that part of your modem to begin with....(geesh).

I am hoping that what I emailed you about going into your browser worked for you:  Tools, Internet Options, Connections, Lan Settings (then turn on BOTH proxy settings, then click on ADVANCED and make sure it says 192.168.0.1 on Port 87 ....then at the bottom in the Exceptions box you place the following in there:

DirecWaysupport.com;192.168.0.*    <---that's a semicolon between com and 192!!!  

Now just okay your way back out of there (leave the proxy boxes checked because that will increase your speed, close your browser then reopen it and try for a secure website.  If that doesn't work, get the # instead of the URL for the website and put IT in there PRECEDED by a semicolon  - - like if you were accessing your bank you'd want their IP# in there after placing a semicolon in there first, then "Okay" your way out, close the browser then reopen it and pray.   LOL...  If that doesn't work, delete the IP# that you added to keep the confusion down to a dull roar and "okay" your way back out in the usual fashion.  

*You may wish to try rebooting your system just to ensure that these changes get written into your Registry ...and that will eliminate one more "maybe" as well.

No luck?  Well hell ....let's try this:

1.  You can wait on a callback, but it can take up to a lifetime.  I'm still waiting on my callback from last October 5th.
2.  You can decomission your DW6000 and then sell it on Ebay, and THEN DirecWay will be more than happy to restart your DW4000 account again.
3.  You can send them one hatemail every morning and afternoon at www.myDirecWay.com ....after the 50th e-mail things start happening (I'm living proof).

LOL...just kidding of course...

Let's tear it apart a bit further.  

Did you TRY Firefox to see if that enabled you to access a secure website?  If it did, then you are FAR better off using that browser exclusively for those type of transactions.  It is ten times more secure than IE6 will ever be.  But, I'd rather fix your IE6 so that it is "talking" to your modem ...and that is HARD!

Actually, what I think is truly happening is that a new server has been placed online at the NOC in Germantown Maryland.  The danged thing is NOT talking to the NOC in India, and it is causing all sorts of strange problems.  Over the past five days, about 25% of my help requests have been exactly like yours and for the majority the problem is slowly going away as they steadily get each account back to the proper configuration.  The guys at Level One support don't know this because they are always kept in the dark.  They are nice enough, but they just don't have a clue what is going on around them.  However, Level II should have been able to tell you the truth instead of "playing games" with you.  I dunno what their problem is lately with telling the truth to people, but it irritates me.

I've just placed a calll into Level III to see what the status is on what I have just described, and they say it's slow going due to the number of accounts, (plus other problems), but one by one they are being resolved and untl they get to you it is a matter of you being able to find a way to FORCE it to work ....and I know of none (and neither do they because the 6000 is built around IE6, so nobody has a clue about the other browsers (my money would be on Mozilla's Firefox though).

Here are some things that are working for different people with the same problem.

1.  Turning off the McAfee or Norton antivirus program prior to entering in the URL and hitting "Enter."
2.  Shutting down the Zone Lab or Zone Lab Pro firewall
3.  (Shutting down Outlook Express (weird!!!)
4.  Entering in the IP# of the secure website (and there is no easy way to get the IP# to many of them unless you have special software.
5.  Call DirecWay back and hope you get a better Technician.  This works alot but the waiting game is sucky at best.

Okay....this just came in by email from NOC:   Maybe one of these will solve your problem?

//1.clear cache

//click on tools -internet options--click on delete files and delete cookies from there.

//2.Put 'Checks' in the proxy servers.

//Launch Internet Explorer.
//>From the Menu click Tools and select Internet Options.
On the Connections tab, click LAN Settings to open the Local Area Network (LAN) Settings dialog.
//Enable Automatically detect settings
//Mark the check box next to Use a proxy server for your LAN.

//Click Advanced.
//Beside the HTTP protocol, enter 192.168.0.1 in the proxy address to use and enter 87 in the Port.

//Beside Secure, enter 66.250.69.2 and enter 81 in the Port.

//In exceptions box type 192.168.0.1;www.DirecWaysupport.com;»https://*.*

//Click Ok >Again click ok

//3.Click Security Tab >click default level and reduce the security level to low and click apply ok.

//3.Click on Tools-Internet option and click on Advanced tab and check use http1.1 setting.

//Also try disabling the antivirus , firewall and popup blocker on your systen as they might be conflicting

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Those are some bizzare things to do, but it won't hurt to try them one by one then delete them if they don't work  (I would try placing a check in the "Automatically Detect Settings" in the Tools, Internet Options, Connections, LAN Settings ...then "Okay" your way  back out.  (THIS WILL MAKE YOU RUN SLOWER ....but it just might allow you into a secure site (but I couldn't tell ya why ....this is "fresh off the press".

Please try these things while I make some more calls and research what and who is getting hit the most ...I'll be online all night so dont be afraid to call or email if you are still dead in the water.  Thanks!

Sorry for the lengthy post but things related to this very thing just kept coming in as I was typing!  LOL!!!

Cheers!

The Reverend