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Frequently Asked Questions

Getting Started
  Where can I find Camplink service?
  How can I purchase Camplink service?
  What plans do you offer and how much does it cost?
  What hardware or software do I need?
  Can I use my account on 2 different computers?
  How do I use other devices (Kindles, iPhones, iPads, etc.) with Camplink?
     
Wi-Fi Issues
  Why does my computer show "no wireless networks available"?
  Why don't I see a Windows wireless tray icon?
  Why don't I see a 'Connect to' option in Windows 7 or Vista?
  Why do I see 'Windows cannot configure this wireless connection'?
  Where is my Mac Airport icon?
  What connection speed can I expect with Camplink service?
  I use Windows, and it shows my signal strength varying. Why?
  Why does my connection seem slow?
  Why does my computer "jump" from one wireless network to another?
  What's the difference between 802.11b, 802.11g and 802.11n adapters?
  How do I configure my Wi-Fi gear to connect to Camplink?
  What is an AP?
  What is an SSID?
  How do I install my Engenius USB adapter?
     
General Usage Issues
  Can I use my web-based email with Camplink?
  Can I use my AOL software with Camplink?
  Can I use VoIP phone services like Vonage or magicJack with Camplink?
  Can I access my company network using a VPN?
  Why does Camplink recommend USB style adapters over PCMCIA adapters?
  What is Camplink's Acceptable Use Policy?
     
Troubleshooting
  Why don't I see the Camplink welcome or login page when I open my browser?
  Why won't the login page accept my username and password?
  Who do I call for problems with my wireless card or system?
  Why does my connection work one minute and then stop the next?
  Why can't I receive email?
  Why can't I send email?
  I installed the AOL browser and can no longer use Camplink. Why?
  Is my connection to the Internet through Camplink secure?
  Why will my new laptop with built-in wireless not connect?
  How do I protect my computer from viruses, adware or spyware?
  Why do I see interference with my connection that comes and goes?
     

Getting Started

Where can I find Camplink service?
Simply ask the park staff if Camplink is offered there.

How can I purchase service?
When you're staying at a Camplink park, open your web browser and you will be redirected to a login page. Click the "Purchase Access Now" button to get connected.

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How plans do you offer and how much does it cost?
Camplink offers flexible plans from daily to weekly, monthly and even yearly. Camplink users may roam and use their account in any Camplink park. See Services for our current plan and rate structure.

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What hardware or software do I need?
You will need a laptop, PC or other Internet device with 802.11 (b, g or n) wireless and a web browser (i.e. Internet Explorer, Firefox or Safari).

Most laptops have a compatible 802.11 wireless device built-in. If yours doesn't, or you need a device with greater range, you can either contact us to purchase one or find one at a supplier such as:

Radio Labs
QuickLink Wireless

Windows XP, Vista, Windows 7 and Mac OS X all have web browsers and wireless software suitable for Camplink. Older operating systems may or may not work.

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Can I use my account on 2 different computers?

Yes, you can use your account on 2 different computers or devices at the same time. You can even use additional computers, but only 2 at once. If you try to login to a 3rd device, you may see a message like this:

or this:

No More Sessions are Allowed for User

You must logout from Camplink on one of your other logged-in computers before logging in on the third. Make sure you logout by clicking the Logout link here or on the Support page. Simply turning your computer off or disconnecting wirelessly will NOT log you off.

If your laptop has built-in wireless and you plan to use an external wireless device (like a USB adapter), make sure to disable the built-in device before using the external adapter to connect to Camplink. If you don't your computer may "jump" back and forth between the two wireless devices. You might login to Camplink only to find a minute later you are unable to login with the error message "no more sessions are allowed for user". This is because you might have logged in initially with your built-in wireless, your computer switched to the external device, and it was prevented from logging into Camplink because the built-in wireless was still logged in (all without you knowing it!).

See our article "Why does my connection work one minute and then stop the next?" for more information.

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Wi-Fi Issues

Why does my computer show "no wireless networks available"?
First, if you are using a laptop with built-in wireless, make sure the wireless is turned on. Most laptops have a small switch or button on the side or front to turn the wireless on or off. If you are using an external wireless device (like a USB radio), try unplugging it, waiting a few seconds and then plugging it back in.

If your computer has special software for your wireless device (such as the "Dell wireless utility"), make sure the wireless device is set for "infrastructure" mode with WEP encryption disabled (turned off). This is normally how wireless is setup anyway, but you can check to make sure yours is.

If your wireless is turned on but you still see no wireless networks available when attempting to view wireless networks, make sure your wireless device is not disabled in your Network Connections screen, as follows:

  • For Windows XP:
    Click "Start", "Control Panel". If you see a Network Connections icon, double click it. Otherwise, if you see a Network and Internet Connections category icon, click that and then click on Network Connections in the bottom area.
  • For Windows Vista:
    Click "Start", "Control Panel". If you see a Network and Sharing Center icon, double click it. Otherwise, if you see a Network and Internet category icon, click that and then click on Network and Sharing Center near the top. On the left side click on Manage Network Connections.
  • For Windows 7:
    The quickest way to get to Network Connections in Windows 7 is to click "Start", type ncpa.cpl in the Search box and press Enter.

Once in Network Connections, locate the Wireless Network you are trying to use. If it's disabled, you may see this on the screen (see below). Right click on the Wireless Network icon and click the Enable option. This should enable the wireless adapter.

Enable Wireless

Finally, if you still cannot see any wireless networks, it's possible you are out of range of any wireless signals. As a test, you can try taking your laptop outside or even to the park office, nearer an antenna. If you then see a Camplink wireless network, your wireless device may not be strong enough to pick up our signal from your camper or mobile home. You can contact us to see about getting a stronger wireless device or to pursue other troubleshooting steps

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Why don't I see a Windows wireless tray icon?
Normally, if you have a wireless device in a Windows XP system, you will see a wireless tray icon on the lower right of your desktop by the date and time. Windows Vista and Windows 7 may or may not use these. Our Quick Setup page shows what it looks like.

If you have Windows XP and don't see the icon, check your hidden icons by clicking the small arrow "<" on the left of your other tray icons.

If you have an external wireless device (like a USB radio), unplug it, wait a few seconds and plug it back in.

If you still don't see the icon, you can access your wireless networks in Windows XP another way. Click "Start", "Control Panel". If you see a Network Connections icon, double click it. Otherwise, if you see a Network and Internet Connections category icon, click that and then click on Network Connections in the bottom area. Right click your Wireless Network icon and left click on View Available Wireless Networks. If you don't see a Wireless Network icon in Network Connections, your wireless device may be turned off, disconnected or not working properly.

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Why don't I see a 'Connect to' option in Windows 7 or Vista?
Normally, to connect wirelessly in Vista or Windows 7 you can click on "Start" and "Connect To", which is on the right side of the start menu in the black section. If you don't see "Connect To", your computer may be setup in an alternate "view". First, try getting to Network Connections.

  • For Windows Vista:
    Go to "Start", "Control Panel" (or "Start", "Settings", "Control Panel"). If you see a Network and Sharing Center icon, double click it. Otherwise, if you see a Network and Internet category icon, click that and then click on Network and Sharing Center near the top. On the left side click on Manage Network Connections.
  • For Windows 7:
    Click "Start", type ncpa.cpl in the Search box and press Enter.

Once there, right click your Wireless Network icon and left click "Connect/Disconnect".

Vista No Connect To

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Why do I see 'Windows cannot configure this wireless connection'?
If you try to View Available Wireless Networks in Windows XP and see this message, it means that you have installed third party software to control your wireless device, which disables Windows' own built-in wireless software.

Examples of third party software are the "Dell Wireless Utility" and the "Intel PROset Wireless Utility". These may have been pre-installed with your laptop or you may have installed them with a CD that came with your wireless device when installing the device drivers. Normally, we recommend that you install only the "device drivers" for any wireless device you purchase, and do not install any additional "wireless utility software", because Windows' own wireless utility works pretty well.

If you already have a third party utility installed, however, you have 2 choices:

  • You can use the third party utility to connect to Camplink.
  • You can attempt to disable the utility so you can use Windows' own wireless software.

We recommend the second option since the Windows wireless utility works better and is standard. Each third party utility is different so you will have to learn how yours works. Here are links to user guides for the more common ones:

To disable the utility and allow the Windows utility to work, follow these general instructions:

  1. Click on "Start", "Control Panel". If you see "Administrative Tools", double click it. Otherwise, click "Performance and Maintenance" and then click "Administrative Tools" near the bottom.
  2. Double click "Services". Scroll down the alphabetical list of service to "Wireless Zero Configuration" and double click it. Change the "Startup Type" to Automatic. Near the bottom click the "Start" button to start the service (if it is not already started). Click OK and then close all the windows you opened.
  3. Click "Start", "Control Panel". If you see a Network Connections icon, double click it. Otherwise, if you see a Network and Internet Connections category icon, click that and then click on Network Connections in the bottom area.
  4. Right click on your Wireless Network icon and left click on Properties.
  5. Click the "Wireless Connection" tab. Check the box "Use Windows to configure my wireless networks" and click OK. Close all your windows.

If you have the "Dell Wireless Utility" and the above does not work, click here for a link to special instructions.

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Where is my Mac Airport icon?
If your Apple Mac Airport icon is missing from the menu bar, click the "Apple" menu, "System Preference", "Network", "Show: Airport". Check the Show Airport status in menu bar checkbox near the bottom.

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What connection speed can I expect with Camplink service?
Your Internet speed will vary depending on your park's Internet backbone connectivity. In most cases you will see DSL-like speeds of 300Kbps to fiber speeds of 10.0Mbps.

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I use Windows, and it shows my signal strength varying. Why?
First, you should realize that Windows' own signal strength display is generally inaccurate. While it may give you a rough idea of signal strength, at times it will show strong signals as weak and vice versa. More accurate signal strengths can be obtained using tools like Net Stumbler.

If your signal really is varying it may indicate either interference from another source (cordless phone or microwave oven, for instance), or something blocking your wireless device (did a large motor home just park in front of you?). You will get a better signal if you keep your wireless device near a window facing our Camplink access point.

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Why does my connection seem slow?
Spyware, Windows Updates and other software can run in the background absorbing your bandwidth and making your connection speed seem slow. Keep your anti-virus software current to make sure you don't get infected with viruses, worms or Trojans. Some Internet security software like "Norton Internet Security" can actually slow your system down quite a bit. See "How do I protect my computer from viruses, adware or spyware?" for more tips.

Another problem can be caused if your wireless device "jumps" to different access points in the park, sometimes connecting to one that's far away. See the following topic for more detail.

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Why does my computer "jump" from one wireless network to another?
Windows tries to make your wireless life easier by automatically connecting to any open wireless network it sees. While this works well in your home or office where there is usually just one wireless network installed, it can cause problems in a crowded area like a campground. Your wireless device might connect to your next-door neighbor's network instead of Camplink. Or it might decide to hop over to a Camplink antenna on the opposite side of the park instead of a closer one.

While this is a common and annoying problem in Windows, it is easy to correct. First, get to the screen where you can View Available Wireless Networks (this is described in our Quick Setup section for each version of Windows). If you are connected to a more distant Camplink access point or another non-Camplink access point, highlight it and click Disconnect. Then choose the Camplink access point with the best signal and click Connect. Click "Yes" or "OK" if it asks you to confirm.

By manually disconnecting from the undesired access point first, you will prevent Windows from automatically jumping back to it. Windows 7 sometimes has a "Connect Automatically" checkbox next to each wireless network in the list that you can uncheck.

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What's the difference between 802.11b, 802.11g and 802.11n adapters?
The letters represent the version of the 802.11 wireless standard supported by the device. 802.11b is the oldest and supports speeds of up to 11Mbps. 802.11g is newer and supports speeds up to 54Mbps. 802.11n is the newest and supports higher speeds due to multiple antenna technology.

It's important to remember that the Internet backbone speed to your park (generally 300Kbps to 10.0Mbps) is going to be the limiting factor in the Internet speed you see. Even an older 802.11b device will handle that speed just fine. It is much more important that you try to get a good signal from the wireless access point you connect to by making sure you connect to the nearest one.

Our newest Camplink access points support 802.11n, g and b. Some of the older gear supports 802.11g and b. When you purchase an 802.11n wireless device it will generally support n, g and b so you shouldn't have trouble in any case.

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How do I configure my Wi-Fi gear to connect to Camplink?
Most Windows and Mac OS X systems with wireless will already be setup to automatically connect. You'll want to connect to any network name starting with Camplink (i.e. CamplinkOffice, CamplinkRecCenter) which provides you the strongest signal.

If you have an older system or special wireless software, you should select "Infrastructure" mode and set WEP Encryption off (disabled).

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What is an AP?
"AP" is short for "Access Point", the wireless base station that your wireless adapter talks to for Internet access. It is the computer equivalent of your cordless phone's base station:

Access Point

The wireless device in your laptop or computer is referred to as a "client device" or sometimes a "bridge". The Camplink wireless stations throughout your park are APs. Client devices normally communicate with APs. APs do not normally talk to each other. So if you need a stronger signal, you should purchase a high-powered client device, not another AP.

In general, a wireless router, like the kind you might have in your house to share your DSL or cable connection, acts like an AP. You cannot use it to connect your own computer to Camplink.

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What is an SSID?
"SSID" is short for "Service Set Identifier". Also called the "Network Name", it's the name that differentiates one wireless network from another. For your computer to connect to a wireless network, it must select the SSID of the network it wishes to join (i.e. CamplinkOffice). This is normally done automatically when you select a wireless network to connect to in Windows or Mac OS X.

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How do I install my Engenius USB adapter?
If you purchased an Engenius USB adapter, here are some tips on successfully installing it:

For Windows XP:

  • Insert the CD first and run the setup program before you plug in the adapter to your USB port.
  • At a certain point during the CD installation, it will ask if you want to:

    - Install drivers and client utility
                        -or-
    - Install drivers only   Choose This One Choose this one!

  • You should select the option to Install drivers only! (Windows XP has its own built in wireless utility that works better than the one on the CD).
  • During the CD installation, it will ask you to plug in the wireless USB adapter. Wait a few seconds at this point, then plug in the adapter and click OK.

For Vista and Windows 7:

  • Plug the adapter in first. Windows should prompt you for a driver.
  • Now insert the CD. If Windows cannot find the driver file automatically, you can browse on the CD to the \drivers folder and then down to the appropriate version of Windows. If you need the Windows 7 driver and it is not on the enclosed CD, you can download it here:
    http://www.engeniustech.com/datacom/products/resources.aspx?cat=6&ID=154

Before using the wireless adapter, make sure you disable any other wireless adapter your computer already has or they will likely interfere with each other. See "Why does my connection work one minute and then stop the next?" for guidance.

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General Usage Issues

Can I use my web-based email with Camplink?
Yes, web-based email accounts like Hotmail and Yahoo mail will work fine. If you use an email client like Outlook or Windows Mail that should work fine as well. Just make sure you are logged into Camplink before using your email client (try browsing to web sites to confirm you're online).

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Can I use my AOL software with Camplink?
Yes, but make sure you are logged into Camplink first. Do this by opening your standard Internet browser (Internet Explorer, Firefox or Safari) and making sure you are online. Login on your park's Camplink page if it prompts you to.

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Can I use VoIP phone services like Vonage or magicJack with Camplink?
Most Wi-Fi equipment does not provide for prioritization of VoIP traffic, so we cannot guarantee the quality of VoIP service. In practice, depending on traffic patterns and the Internet bandwidth feeding your park, your results may vary. Some of our users report excellent VoIP quality while others find it spottier and more sporadic.

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Can I access my company network using a VPN or Remote Desktop?
Yes. Most VPNs and Remote Desktop will work fine with Camplink. Make sure you are logged into our service by launching your web browser first and then try your VPN or RDP connection.

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Why does Camplink recommend USB style adapters over PCMCIA adapters?
USB adapters give you greater flexibility in your wireless connection. They can be used in both laptop and desktop PCs and have a cord that allows you to move the device to a better spot in your RV (like a window) without moving the entire computer. The particular USB adapters Camplink sells and recommends have much more powerful internal radios than either your laptop's built-in Wi-Fi or any PCMCIA adapter on the market.

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What is Camplink's Acceptable Use Policy?
Camplink's Terms of Service can be found by clicking here.

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Troubleshooting

Why don't I see the Camplink welcome or login page when I open my browser?
There could be several reasons. First, make sure you are wirelessly connected to a Camplink network (see Quick Setup if you aren't sure).

Next, if your web browser's start page is invalid or if it is a secure page (i.e. https://yourbank.com with https: instead of http:), the Camplink system will not be able to automatically redirect you to the login page. Try visiting another site that isn't secure, either from your Favorites or by typing the site in the Address Bar (i.e. try www.yahoo.com).

If that fails, check your browser settings. For Windows Internet Explorer, this is found in the Tools menu, then Internet Options. Click the Connections tab. Click the LAN settings lower on the page. Uncheck any proxy server settings, close your web browser and re-open it. For a Mac, setup your TCP/IP panel to connect via AirPort, using DHCP. Start AirPort and you should be able to connect.

If using Internet Explorer, make sure you are not in "offline mode". Click either the Tools or File menu. Look for the "Work Offline" option. If it has a check, click it again to uncheck it. Close and re-open your web browser.

If your TCP/IP settings specify a static IP address, perhaps due to an unusual configuration used somewhere else, make sure to change it to DHCP ("Obtain IP Address Automatically" in Internet Protocol TCP/IP properties).

An overly secure firewall can also be a problem. If you have Zone Alarm, Norton Internet Security, or McAfee Firewall, try temporarily disabling these to see if you can get online. The standard Windows Firewall is not a problem for Camplink.

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Why won't the login page accept my username and password?
Usually there will be a specific error message on the screen when you attempt to login and fail. Some of the more common ones are:

  • "No more sessions are allowed for user"
    This means two other computers are already logged into Camplink with your username and password. When you login to Camplink, we register your connection on that computer for 12 hours. If you wish to use your Camplink account on a third computer, you must logout from Camplink on one of the other computers by clicking the Logout link here or on the Support page. Simply turning your computer off or disconnecting wirelessly will NOT log you off.

It's also important that if you have more than one wireless device (like a laptop with a built-in wireless and a USB wireless), that you disable or turn off the one you don't plan to use. Otherwise, you may login with your built-in wireless and then find you can't login with the USB device because of the "No more sessions" error. See "Why does my connection work one minute and stop the next" for help disabling your unused device. Contact us if you're having trouble - we'll help you get the right device logged in!

  • "Expired Account!"
    This means that your account has expired. You will normally see this on the day it expired when you try to login. You can signup again by clicking the "Purchase Access Now" button on the login page or Contact Us if you want us to renew your account over the phone or by email.

If you signup again on the day you expired, make sure to choose a different username. If you don't you might see the "Expired Account!" error even after signing up again.

  • "Invalid UserID/Password!"
    You'll get this if you misentered your credentials. Remember usernames and passwords are case-sensitive. You also might get this message if your account expired prior to today.

    Contact Us if you forgot your login information.

  • No message - just the Login screen comes back.
    If you try to login and don't get an error, but the login page just keeps coming back, this can be caused by anti-phishing software that thinks the Camplink login page is trying to get your personal information. Try disabling your anti-phishing software to see if that helps. The most common types are the AT&T toolbar, Yahoo toolbar and AVG toolbar

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Who do I call for problems with my wireless card or system?
Here are support phone numbers and websites for the most common types of wireless gear:

1-800-275-2273
1-800-553-6387
1-877-453-5465
1-714-432-8668
1-800-326-7114
1-888-638-4327

 

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Why does my connection work one minute and then stop the next?
There could be several reasons, but commonly this can be caused if you have 2 wireless devices on your computer, such as a laptop's built-in wireless and an external USB adapter. If you purchase an external USB wireless device, remember that this is not a "booster" for you laptop's built-in wireless, but an actual replacement for it. We recommend when using an external wireless device that you disable the laptop's built-in. Otherwise your computer can get confused and try to access Camplink through both of them causing spotty results.

Most laptops have a small switch on the side or top to turn off the built-in wireless. If you don't have a switch, you can disable the unused wireless device in Network Connections.

  • For Windows XP: Click Start, Control Panel, Network Connections or Network and Internet, Network Connections.
  • For Vista: Click Start, Control Panel, Network and Sharing Center, Manage Network Connections on the left.
  • For Windows 7: Click Start, type ncpa.cpl in the Search box and press Enter.

Now locate the wireless network you wish to disable. (If you're not sure, unplug the USB device you want to use. Its icon will disappear and the remaining one is your built-in). Right click it, then left click disable. You can reverse these steps to enable the adapter if you ever need to.

Your connection may also seem sporadic if your wireless device is jumping from one access point to another. See "Why does my computer "jump" from one wireless network to another?" to correct this.

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Why can't I receive email?
Email clients such as Outlook or Windows Mail will work fine as long as you are logged into Camplink. If you're having trouble, open your web browser first and make sure you can browse web pages to ensure you are logged in.

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Why can't I send email?
If you can receive email but cannot send, you may need to contact your email provider to see if you need to enable SMTP authentication with a username and password when traveling from home.

Email addresses @camplink.net can be provided upon request to long-term (3 month or longer) Camplink subscribers.

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I installed the AOL browser and can no longer use Camplink. Why?
Certain versions of AOL disable features inside of Internet Explorer if you select "Make AOL my default browser" when you install it. You can either uninstall AOL or download another browser like Firefox to use with Camplink.

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Is my connection to the Internet through Camplink secure?
Like any public Internet connection, including dialup, DSL and cable, wireless networks are not inherently secure. Although we support customer-initiated security solutions such as encryption and personal firewalls, Camplink cannot guarantee or otherwise be responsible for their effectiveness. It is your responsibility to adopt those security measures best suited to your individual requirements.

Your login, account, and credit card information exchanged with Camplink are all protected by SSL encryption. It is important to make sure that any confidential personal or financial information you exchange with a web site is protected by encryption. You can tell if you are connected to a secure site by looking in the lower right-hand corner of your browser outside of the web page window. If you see a small closed lock, you are connected to a secure page.

You should install, regularly update, and regularly run anti-virus software and implement a firewall to protect your computer.

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Why will my new laptop with built-in wireless not connect?
Laptops with built-in wireless often have an external button or switch that turns on the device. If this is turned off, you will not be able to connect to the Camplink network.

Another issue may be range. While laptop wireless devices are strong enough to connect from your router in your living room to your bedroom at home, they are not designed to connect hundreds of feet away through the metal walls of an RV or mobile home. Our Camplink access points transmit a very powerful signal, and chances are your laptop will be able to hear it. The problem may be, however, that our access points cannot hear the weak signal from your laptop, and 2-way communication is necessary for Internet to work.

You can try moving the laptop closer to a window facing the access point. If you still can't get a signal, consider purchasing a more powerful USB device. See "What hardware or software do I need?".

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How do I protect my computer from viruses, adware or spyware?
Many computers come pre-installed with anti-virus and anti-spyware software. These programs require regular updates to protect you. Often new computers come with free updates for Norton or McAfee Anti-Virus during a trial period, but if you don't renew these programs when they expire, your protection will no longer be effective.

Make sure to update your anti-virus subscription, or replace these programs with an effective free one that updates automatically such as AVG for anti-virus protection and Spybot Search & Destroy for anti-spyware protection.

It is also recommended that you keep your Windows Firewall turned on if you don't have alternate firewall software.

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Why do I see interference with my connection that comes and goes?
Computer Wi-Fi operates in the 2.4GHz band and can experience interference from cordless phones (not cell phones) that also use 2.4GHz. Microwave ovens can also play havoc with your signal when they are in use. If your cordless phone is of the 2.4GHz variety and you experience interference, check the phone setup to see if you can change the wireless channel it uses.

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