GOVnet & K12net Resources

<BODY ALINK="#99CC66" BGCOLOR="#CCCCCC" LINK="#993300" TEXT="#000000" VLINK="#993300"> <TABLE BORDER=0> <TR VALIGN="top"> <TD BGCOLOR="#000000" WIDTH=176> <A HREF="./index.htm"><IMG ALT="home" BORDER=0 HEIGHT=120 SRC="./toc/images/globe.gif" WIDTH=160></A> <A HREF="./govnet.htp"><IMG ALT="GOVnet" BORDER=0 HEIGHT=24 SRC="./toc/images/govnet_off.gif" WIDTH=160></A> <A HREF="./k12net.htp"><IMG ALT="K12net" BORDER=0 HEIGHT=24 SRC="./toc/images/k12net_off.gif" WIDTH=160></A> <A HREF="./infrastructure.htp"><IMG ALT="Infrastructure" BORDER=0 HEIGHT=24 SRC="./toc/images/infrastructure_off.gif" WIDTH=160></A> <A HREF="./contacts.htp"><IMG ALT="Contacts" BORDER=0 HEIGHT=24 SRC="./toc/images/contacts_off.gif" WIDTH=160></A> <A HREF="./resources.htp"><IMG ALT="Resources" BORDER=0 HEIGHT=24 SRC="./toc/images/-resources_off.gif" WIDTH=160></A> </TD> <TD> <H1><SPAN CLASS="paleheading">GOVnet & K12net</SPAN> <BR>Troubleshooting Dial-In Connections</H1> <HR> <P><BIG>This page is under construction.</BIG></P> <HR>  <H3>SYMPTOM: THE TCPPro CONNECT PROGRAM AND/OR APPLICATIONS WON'T INSTALL:</H3> <B>RESOLUTION:</B> Make sure that your disk drive can read the diskettes. The diskette may be blank, duplicate files or diskette may be bad. Contact <A HREF="mailto:info@govnet.state.vt.us">GOVnet staff</a> and request new diskettes, if needed.<p> <H3>SYMPTOM: YOUR CONNECT SETUP IS CORRECT, YET YOU RECEIVE AN ERROR MESSAGE BEFORE A CONNECTION CAN BE MADE:</H3> <B>RESOLUTION:</B> This may be caused because you already have a winsock loaded from another TCP/IP software program. It may also be that another windows program has a file open that the winsock is trying to access. You may have a network driver loaded in windows that is causing a conflict.(you would have to run windows set to find this out) Check to make sure you have only one (1) "winsock.dll" file, TCPPro uses the "winsock.dll" in the windows directory. <p> <p> <H3>SYMPTOM: THE PPP/SLIP CONNECT PROGRAM STARTS, BUT THE MODEM DOESN'T DIAL OR YOU GET A MESSAGE THAT THE CONNECT PROGRAM CAN'T FIND THE COM PORT</H3> <B>RESOLUTION:</B> Check to see which one of four Com Ports you modem, (internal or external) recognizes in DOS or WINDOWS, then make sure that the correct com port is specified in the setup. Try another initilization string for your modem type. If you don't know the initialization string for your modem type, you may have to call the technical support center for your modem and find out if they have a known intialization string that works with a ppp/slip connection.<p> <p> <H3>SYMPTOM: THE CONNECT PROGRAM DIALS, BUT YOU DON'T GO 'ONLINE' OR GET "A STRING EXPECTED DURING HANDSHAKING WAS NOT RECEIVED WITHIN THE TIMEOUT PERIOD" MESSAGE:</H3> <B>RESOLUTION:</B> The comserver may be temporarily out of service. The connection aborted because the initialization string was not the correct one for your modem type. Try another intitilization string and/or speed setting. Make sure you have entered the correct username and password in LOWER CASE in the login handshaking setup. Your username (login) must match exactly as requested. Try dialing using a slower bps rate. If you have tried the above suggestions and still can't connect, try connecting using the interactive login.<p> <p> <H3>SYMPTOM: THE PPP/SLIP CONNECT PROGRAM WORKS, BUT NONE OF THE OTHER PROGRAMS SEEM TO WORK.</H3> <B>RESOLUTION:</B> Check your configuration. You may have a conflict because of multiple "winsock.dll" files, TCPPro uses the "winsock.dll" file in the windows directory. <p> <H3> SYMPTOM: EVERYTIME YOU GET SAILING, YOU SUDDENLY LOSE THE PHONE LINE CONNECTION:</H3> <B>RESOLUTION:</B> You may have exceeded the maximum time limit imposed on your comserver account. (If applicable) You may have lost your connection due to noisy phone lines. Check that the phone line works when a phone is attached to it. Check if the telephone line has any other telephones plugged into it that could distort the modems signal or any external switches that may be causing interference. Try dialing in using a slower bps rate.<p> <H3>SYMPTOM: YOU GET A MESSAGE TELLING YOU THE USER NAME AND PASSWORD IS INVALID:</H3> <B>RESOLUTION:</B> Make sure you have entered the correct username and password in LOWER CASE in the login handshaking setup. Your username and password must match exactly as requested. If you have not requested a login, contact GOVnet for information on how to request an account.<p> <H3>SYMPTOM: DIAL-IN CONNECTIONS FREQUENTLY FAIL DURING OR AFTER THEY ARE ESTABLISHED:</H3> <B>RESOLUTION:</B> There may be telephone line noise. Check cable connections. Lower the port speed of your dialin connection and retry the connection. If that improves reliability, have the telephone company check your line. Flow control may be the problem, make sure you are using hardware flow control on your modem. Retransmissions and overrun errors- check the telephone line and bypass any internal telephone system to be sure you are not experiencing any telephone problems<p> <HR> <CENTER> <H2>QUICK REFERENCE</H2></CENTER><p> <HR> <B>YOU HAVE LOADED THE DIAL-IN SOFTWARE, WHEN YOU TRY TO CONNECT TO THE MODEM ATTACHED TO YOUR TERMINAL, NOTHING HAPPENS:</B><p> Verify the modem is plugged in and turned on<p> The modem may be improperly configured, check configuration<p> Make sure you are using a cable that supports hardware handshaking and it is secure<p> Make sure the Internal modem is secure (if applicable)<p> Make sure the telephone cord is plugged into the correct jack on the wall and modem<p> Make sure the modem is enabled and ready to recognize the AT command set<p> Make sure the dial-in software is setup to access the same communications port to which the modem is connected.<p> <B>YOU CONNECT TO THE COMSERVER PROPERLY BUT ARE UNABLE TO COMPLETE A FILE TRANSFER:</B><p> Make sure flow control is set to hardware flow control<p> Make sure call waiting is disabled. Check the modem manual/telephone service for info on how to disable call waiting.<p> The connection timed out, check the inactivity time-oout value<p> Phone line contains noise, Try connecting using a slower bps rate. Contact your telephone service or try another line<p> <B>Q. Netscape keeps hanging my Macintosh system, is there a fix for this?</B><P> A. According to the May 1996 <I>Inside the Internet</I> the freeze-up problem is most often noted on Netscape versions 1.1, 1.1N and 2.01, it is caused when Netscape tries to access the Egret chip. There is a program called Netscape Defrost that fixes this problem it is at:<P> <BLOCKQUOTE> <A HREF="http://cygnus.rsabbs.com/~ssykes/nsdefrost.html"> http://cygnus.rsabbs.com/~ssykes/nsdefrost.html</A><P> </BLOCKQUOTE> <HR> <B>Q. I have installed PPP but the "Open" button on the Config PPP panel is greyed out, how can I fix this?</B><P> A. Go to Contol Panels and select Mac TCP, make sure the PPP icon is highlighted. If it is not you may have to select "Ethernet" first and then select "PPP".<P> <HR> <B>Q. My connection just isn't working, what steps should I take to get it going.</B><P> A. Try these steps, one at a time and after each one retry the connection: <blockquote> <B>Step 1: Change to a manual login</B> <P> Go to "Config PPP" select "Handshake" and change the screen to read:<P> <Table border> <tr><th>Wait/Out</th> <th>Text</th> <th>CR box</th> </tr> <tr><td>Out</td> <td>\t</td> <td>_</td> </tr> <tr><td>Out</td> <td>ppp default</td> <td>X</td> </tr> <tr><td>Wait</td> <td>-none-</td> <td>_</td></tr> <tr><td>Wait</td> <td>-none-</td> <td>_</td></tr> <tr><td>Wait</td> <td>-none-</td> <td>_</td></tr> <tr><td colspan=3>... etc</td></tr> </Table> <P> <B>Step 2: Change modem speed to 9600</B> <P> Select "Configure" from the "Config PPP" panel and change the port speed to 9600, make sure that your modem is at least 4800 baud, Mac PPP does not work with 2400 baud modems.<P> </blockquote> </TD> </TR> </TABLE> </BODY>