Troubleshooting Dial-up in Windows 95/98 Key/Legend To This Document: [] = Buttons, tabs, or actual wording "" = Information to be typed into INPUT fields * = Very important step or note ---------------------------------------------- You're not sure how to connect or disconnect. --------------------------------------------- If you're not sure how to connect to XMission using a modem, and you've already followed the Windows 95/98 Dial-up Configuration Instructions, you will need to do the following: 1) Double-click on [My Computer]. 2) Double-click on the [Dial-Up Networking] icon. *NOTE: If you would like to create a shortcut to your XMission connection on your desktop, you can do it now by right-clicking on [XMission], and selecting [Create Shortcut]. 3) Double-click on the [XMission] icon. 4) Enter your XMission account name and password in the appropriate fields (both are case-sensitive). 5) Check the box next to [Save Password], if you would like your password to be saved (you won't have to type it every time you dial). 6) Click [Connect]. You are successfully online if you see a running timer or a blinking icon in the system tray (lower right-hand corner of desktop). To disconnect from XMission, double-click on the connected icon in your system tray and then click [Disconnect]. You don't have a [Dial-up Networking] icon in [My Computer]. ------------------------------------------------------------ If you don't have a [Dial-up Netowkring] icon in [My Computer], you probably don't have Dial-up Networking installed. To install it, you will need to follow the instructions for Installing Dial-up Networking in Windows 95/98. You're connected but can't get email or browse the web. ------------------------------------------------------- This problem is usually attributed to not having DNS numbers entered in your XMission connection (called a connectoid). To enter them, you will need to follow steps 10 through 18 on the Windows 95/98 Dial-up Configuration Instructions. You get the error, "Unable to negotiate a compatible set of network protocols." ------------------------------------------------------------------------------- If you get this error it usually means that TCP\IP isn't installed or your current TCP/IP stack is corrupted. To correct this, you will need to follow the instructions for Installing or Replacing TCP/IP in Windows 95/98. You get the error, "The computer you are dialing is not answering." ------------------------------------------------------------------- This can be caused by a variety of things. The following is a short list of possible problems and solutions. -You may be dialing the area code in addition to the local XMission access number. To correct this, right-click the [XMission] icon and select [properties]i. You should then uncheck [Use area code and Dialing Properites]. -You may be dialing the wrong phone number. Before you connect, check the number to be dialed and be sure it is your local XMission access number. -The line quality is bad or the line is noisy. If you have anything between the wall jack and the modem (phone splitter, cord extension, answering machine, fax machine, etc.), try removing this and dialing again. -Your modem may be trying to connect with KFlex, which is an unsupported 56k protocol. If you determine that the problem isn't caused by the first three options, you should call Tech Support for help disabling KFlex. You get the error, "The modem is not responding." ------------------------------------------------- This can also be caused by a variety of things. The following is a short list of possible problems and solutions. -The power to the the modem may be off (if it is an external modem). Check to be sure that the power is connected and on. -The modem isn't connected properly to the computer. If it's an external modem, check the connection to the com port on the back of your computer. If it's an internal modem, be sure the modem is seated properly in its slot. (You may need to have a professional do this if you are not comfortable working with your computer's hardware) -You may have a message on your Voice Messaging (which causes a broken dial tone). When you check your messages, a solid dial tone should return. -You may have the incorrect drivers for the modem. If your modem came with a drivers disk, you may want to try reinstalling the drivers from it. -There may be an incorrect init. string in the modem properties. If you've recently added an init. string, you should try removing it and dialing again. You get the error, "There is no dial tone." ------------------------------------------- The modem is receiving no dial tone. Check your line and make sure the phone is working and be sure the phone line is plugged into the correct port on the modem. If you determine that these are not the problem, you should call Tech Support. It's possible you may have a bad modem.