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If your system is giving you error messages or crashes, first try restarting it and
connecting again. Any instability in your system could cause errors that rebooting will
correct. Problems can also be caused by not having enough RAM, enough free hard disk space,
or from corrupted operating system files.
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Always make sure you are using the newest versions of all dialing/networking
software and modem drivers. Software updates for modems, software, and operating systems
are generally available free via the manufacturers' website.
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If you are still having problems, this list covers the most common error messages that you may encounter due to incorrect configuration or hardware problems: |
Common General Error Messages or Scenarios
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- "Cannot find the Internet site http://www.example.com..."
- There are two general causes for this error message:
1) If you can't get to only one or two websites, but can get to other websites, and your e-mail is working, then the Internet site you are trying to go to
either does not exist, has been removed, or is experiencing technical problems. Try clicking 'reload', or try again in a few hours.
2) If you cannot get to ANY websites, and also cannot send or receive e-mail, you should check your network settings. This is caused by either multiple
instances of TCP/IP, or incorrectly configured IP, DNS, or gateway numbers. Double-check your settings against your manual to make sure they were
entered correctly. If you also use your computer to access AOL, or use it in a networked environment, there are some special considerations that need to be specified
in your setup. See also "Dial-Up Networking cannot negotiate a compatible set of network protocols..."
- "...Please Check your password, and try again"
- Incorrect login name or password entered.
If either your user name or password are incorrect, you will not be able to log in correctly. Your user name
is the 3-8 character login name you chose for your primary account. Your password is the 8-character mixed-case password supplied
on your Dial-Up Information Sheet. Both the user name and password are case-sensitive, and should be entered exactly as they appear on
the Dial-Up Information sheet you received.
Only the primary login has dial-up privileges. Additional e-mail accounts must dial in using the login and password of the primary account. The additional
e-mail login name and password is only used for checking e-mail, not for connecting to the Internet.
(WIN95) Make sure you do not have "Log on to Network" checked in your Dial-Up Networking connection profile.
(Win3.1, Mac) If you are using connection scripts, double-check them for accuracy. (Connection scripts are not necessary if you are using PAP-capable
connection software)
- "Dial-Up Networking could not negotiate a compatible set of network protocols..."
- (Win95) Network not configured properly, or corrupted networking files.
- Your system has become unstable and needs rebooting.
- Incorrect or outdated modem drivers.
Common causes of this error are:
- Incorrect network settings
- Missing or multiple TCP/IP entries
- Corrupt Networking files
- Corrupt Dial-up adapter files
- Conflicts with other networking/online service software
- Incorrect or outdated modem drivers
First, double-check all of your Dial-Up networking settings against your manual. Make sure that only TCP/IP is checked under "allowed network
protocols" in your Dial-Up Networking connection properties.
Try this first: If you have an "Identification" tab on the top of your network configuration area
(From control panel | Network), enter your login name in the "computer name" field. Reboot and try again.
- If you use AOL or other online services that use a custom dial-up adapter entry in the network configuration, you must have a TCP/IP entry
installed for each adapter you wish to use, with individual bindings. In your network configuration, if you see Dial-up adapter, AOL adapter,
and only *ONE* TCP/IP, you will need to add another TCP/IP. Once there are two TCP/IP's, set the bindings for both the Dial-up adapter and the AOL Adapter to TCP/IP. If
your settings are correct, it will look like this:
TCP/IP -->Dial-Up Adapter
TCP/IP --> AOL Adapter
- If you have a local area network installed, there are special considerations that need to be made. Make sure that you have a separate TCP/IP installed
and bound to each adapter that uses it. If your settings are correct, it will look like this:
TCP/IP -->Dial-Up Adapter
TCP/IP --> Network Adapter
Consult your Network Administrator if you need further assistance.
- If your settings all appear to match the manual, You may have corrupt networking files that need to be reinstalled. To reinstall, You should first remove
all networking components and protocols, (via Control Panel | Network) and remove Dial-up Networking (via Control Panel | add/remove
programs). Reboot.
After rebooting, follow along with your Internet setup guide to reinstall, making
sure these files are getting reinstalled from the Windows95 CD.
Delete any existing Dial-Up Networking connection icons, and create a new one from
scratch using "make new connection". Do not use any existing connection
icons, as they may have been corrupted.
- Make sure you are using the newest, correct drivers for your
modem. Contact your modem manufacturer or computer dealer and ask if you have the most
current drivers and firmware available. Most modem vendors and computer dealers have
websites where these updates can be obtained free of charge.
- The modem starts connecting, but cannot establish a connection, or drops carrier within 1-2 minutes.
- Outdated or incorrect modem drivers/firmware.
- Bad or old modem
- Line noise / internal wiring problems
- System unstable and needs rebooting
Make sure you are using the newest, correct drivers for your
modem. Contact your modem manufacturer or computer dealer and ask if you have the most
current drivers and firmware available. Most modem vendors and computer dealers have
websites where these updates can be obtained free of charge.
If your modem driver is currently listed in your modem properties as "standard
modem" or similar, it is not using a driver specifically written for it.
Older 14.4 modems may have compatibility problems, and may
no longer have updates available for them. Contact your modem manufacturer for a suggested
initialization string for 14.4 modems.
Unfortunately, the phrase "You get what you pay
for" rings especially true for modems. Cheap modems on the clearance rack are
usually cheap for a reason. Electronic components and circuit boards that were not
accepted by the major vendors are often sold at reduced prices to other modem manufacturers,
who cut the price and sell them as their own brand.
If you see two similar modems that are priced $100 apart, keep this in mind before
grabbing the "bargain".
Things to consider when shopping for a computer or modem:
- Reviews: Look on the WWW or in computer magazines for modem reviews.
- Manufacturer support: Check their web site. Is the tech support area comprehensive and up-to-date? Are there updates or troubleshooting
guides available? If you cannot find a comprehensive tech support area from a modem
vendors web site, it is not a good sign.
- Warranty: Most good new modems should come with 3-5 year warranties.
Be wary of:
- Winmodems: These modems are designed without much of the circuitry of a regular modem to save on manufacturing costs. Instead
of the modem handling most of the processing, it is handled by the computer processor and software. This
can cause problems getting and maintaining good connections, since your modem is now basically just another computer program, subject to the same kinds of slowdowns,
crashes, and instability.
- Modem/sound card bundles: These modems are most often
shipped with new computers. The modem and sound card are merged onto one card to save
manufacturing costs. The major downfall is that updating either the sound card or modem in
the future can be difficult. Many of these bundles have not had a good history for
reliability.
- Generic brands: If you cannot
find a brand-name, cannot find any information on the WWW about the brand name, or are
told "this modem uses the same components as <a big brand modem>! "
steer clear.
Electronic components and circuit boards that were not accepted by the major
vendors are often sold at reduced prices to other modem manufacturers, who cut the price
and sell them as their own brand or as generic.
These modems rarely have future updates, and long-term support is most often
non-existent. This is especially important since most of these modems actually contain
defective components that the major manufacturers refused to accept.
Some major modem brands to look for include (but are not limited to):
Boca, Cardinal, 3Com, Global Village, Hayes, Intel, Megahertz, Motorola, Multitech,
Practical Peripherals, Supra, U.S. Robotics, and Zoom.
- "Port is being used by another device or program..."
- Fax/comm software running
- You are already online
- Modem stuck in off-hook status
- An earlier connection crashed
The most common cause of this error is having some kind of fax
or communications software running. Once your modem port is opened by any
communications software, no other programs can use the modem. If your new PC came with some kind of "Call Center" software, or you have an
external printer/fax combo, you will need to disable it. Contact your computer vendor if you need
assistance.
You may already be online.
If this is a sporadic error, your modem may have a difficult
time cleanly breaking connections and going into on-hook status. Try powering down the
computer, (or shutting off an external modem) and try again.
Your Dial-up networking or connection software may also have become unstable. Reboot and try connecting again.
- How do I use my additional e-mail accounts?
You must use an e-mail program that supports using more than one e-mail account, or use two different e-mail
programs. Once you are dialed in and connected to the Internet using your primary
dial-in account, you may then use your e-mail program for your additional e-mail accounts.
Additional e-mail accounts do not have dial-up access.
Some programs that support multiple e-mail accounts include:
- Microsoft Internet Explorer 4
- Netscape Communicator 4 and higher
- Eudora Pro (Eudora Light can also, but is more difficult to configure)
- Pegasus Mail
These programs are all available for free download from their
respective websites. On-line instructions for configuring these programs for additional
e-mail accounts, and links to where they can be downloaded from are available here.
Some programs that DO NOT support multiple e-mail accounts:
- Microsoft Internet Explorer 3 and lower (Microsoft Internet Mail)
- Netscape Navigator 3 and lower
- Microsoft Outlook that comes with Microsoft Office products
- Microsoft Exchange
- "No dial tone detected..."
- Modem not connected to phone line properly
- Voice mail service dial tone confusing modem
- Telephone service to phone line disrupted or disconnected
First, make sure that you can hear a dial tone on the line by connecting a telephone to the wall jack.
Make sure your modem is connected properly to the phone line:
Wall jack ----> computer/modem----> telephone handset (optional)
If you have voice mail service, the "stutter" dial tone may confuse some modems. You can set your modem to dial
"blindly" without looking for a dial tone in your modem properties
configuration.
- Busy signal
- Dialing wrong access number, or misdialing the number
- Using *70 to disable call waiting on a line without call waiting service
Double-check the number you are connecting to. The number that should be entered in your connection profile was supplied
on your Dial-up information Sheet. You should NOT be placing your own
telephone number in this area.
Make sure that the connection profile is not configured to dial the number as long-distance.
If you have your connection profile set configured to prefix *70 to disable call waiting, but you do not have call
waiting service on that phone line, it will give you a busy signal. Remove this setting
from your connection/modem profiles.
Though very rare, all dial-up numbers may be busy. Try again in a few minutes.
- "Cannot detect a response from the modem..."
- Modem, driver, or communications port not installed correctly
- External modem cable or power supply disconnected
If you have an external modem, make sure that the serial cable and power supply is connected, and that the modem is
turned on.
If you have an internal modem, you may have configuration problems. After doing a power-down reboot, try
reinstalling the modem drivers. Contact your computer or modem manufacturer for assistance
reinstalling your modem.
- Slow Connection or transfer speed:
- Incorrectly configured modem or communications port
- Incorrect / outdated modem driver or bad modem
- Slow or busy website server
- Line noise or internal wiring problems
- Your system has become unstable and needs rebooting
Click here to test your download speed.
Modem issues
Check the "port speed" in your connection profile and modem properties. The "port speed" should be set to
57,600 for 28.8 and 33.6 modems, and 115,200 for 56K modems. Note -- your
"port speed" is not your "modem speed".
Make sure you are using the newest, correct drivers for your modem. Contact your modem manufacturer or computer dealer and ask if you
have the most current drivers and firmware available. Most modem vendors and computer
dealers have websites where these updates can be obtained free of charge.
If your modem driver is currently listed in your modem properties as "standard
modem" or similar, it is not using a driver specifically written for it.
Older 14.4 modems may have compatibility problems, and may
no longer have updates available for them. Contact your modem manufacturer for a suggested
initialization string for 14.4 modems.
See also "The modem starts connecting, but cannot establish a
connection"
Slow website server:
No matter how fast of a computer or modem you have, the fastest data transfer you can achieve
is equal to the slowest link between your computer and the computer you are retrieving
data from. This is why some websites transfer data faster than others.
Even though our connection to the Internet backbone has more than enough capacity
to transmit data for all of our users, the website you are visiting may not have a
connection to their Internet provider that can handle all of their incoming traffic, and
data transfer speeds will slow down.
Some sites may also only have more traffic at certain times of the day that exceed their
capacity. Evenings tend to have the most general Internet traffic, so some websites
may be slower during this time.
Line distortion or internal wiring problems.
If there is excessive noise or distortion on any of your phone lines, your modem will "step down" to the
fastest speed it can attain under those conditions.
If your initial connect speeds are well below 33.6, such as 19,200 - 26,400, and you have
checked all the other possible causes listed above, you may have line distortion problems.
Any devices, such as splitters, answering machines, or cheap surge protectors between your
wall jack and your computer may also be causing the problem. Remove all devices from your
phone line, so that there is nothing else attached to the line between your wall jack and
your computer, and try connecting again.
Check other jacks throughout the house that are on the same extension for similar devices.
Sometimes older cordless phones, answering machines, satellite TV receivers, or bad
wiring/frayed cords on other extensions have been known to interfere with your telephone
line quality.
- Occasionally get disconnected
- 15 minute or 5 hour inactivity timout reached
- Incorrect / outdated modem driver or bad modem
- Your system has become unstable and needs rebooting
- Line noise or internal wiring problems
There are two disconnect policies:
- 15 minute timeout -- If 15 minutes passes with no modem activity, the connection will be considered inactive
and will be disconnected. Modem activity is referred to as when data is actually being transmitted
over the phone line. If you are composing a long e-mail message, or spending a long period
on the same web page, no data is being transmitted.
If you are on the same webpage for an extended period, you can click 'Reload' in
your browser to refresh the page you are on and reset the inactivity timer. E-mail can be
composed offline. If you are not currently online when you want to send your email, your
email program will automatically launch a dial-up session to send it. If your email
software does not do this, you may also re-establish your connection manually.
- 5 Hour timeout -- Regardless of modem activity,
any connection exceeding five continuous hours will be disconnected. This is to discourage
users from "camping" on the line without using it and thus reducing the number
of available lines for other users.
Incorrect / outdated modem driver or bad modem
Make sure you are using the newest, correct drivers
for your modem. Contact your modem manufacturer or computer dealer and ask if you have the
most current drivers and firmware available. Most modem vendors and computer dealers have
websites where these updates can be obtained free of charge.
See also "The modem starts connecting, but cannot establish a connection"
- Why is my 56K modem not connecting at 56K?
- 56K modems normally connect between 42k and 53k
- Outdated modem drivers or bad modem
- Modem not updated to the V.90 standard
56K modems are named after a theoretical 56K limit, rather than their true
attainable connection speeds. The FCC has limited 56K modems to a peak speed of 53K. Even
so, connecting at 53K would still only be attainable in a laboratory environment, as
speeds are reduced by several factors, including:
- The distance between you and the main office
- Line quality.
- Quality of modem.
Normal connection speeds for 56K modems range between 40k and 53k, with most
connections falling between 42k and 48k. For more information on the V.90 and K56Flex standard, and to obtain updates to
make your modem V.90 compliant, visit the 56K website at www.k56.com.
Make sure you have the newest drivers and firmware for 56K modems
Most 56K modems have had several software updates
that fix any incompatibilities that they may have been shipped with. These updates are
very important, since your modem may not maintain good connections without them. There are
two types of updates: drivers and firmware (or flash ROM).
- Drivers define how your operating system and modem communicate with each
other, and initialize your modem for best performance.
- Firmware or (Flash Rom) updates actually re-write the code embedded into the
chips on your modem, and define its basic low-level functions.
Even if you have a brand new modem, you should check your modem or computer
manufacturers' website for updates, since the modem may have been sitting on the shelf for
several months. Almost every 56K modem on the market has had an update released for it.
Note on v.90 upgrades: V.90 is an 56K modem standard designed to
provide one common 56K standard as a solution for the incompatible K56Flex and X2 modems.
We highly recommend updating your 56KFlex or X2 modem to the V.90 standard by obtaining an
update utility from your computer or modem manufacturers website. More information on
obtaining V.90 updates for your modem can be found at www.k56.com
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