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Please keep in mind that if you are having connection problems, we want to help you solve them.  

The first thing to try when experiencing connection problems (or most other computer problems for that matter) is to restart the computer.

• "I can't login!  It keeps telling me to re-enter my User ID and password"

• Problems Establishing a Connection

• Checklist for Verifying Connection Settings

• Frequent Disconnections

• Interactive Modem Troubleshooter

• Message says "Unable to establish a dial-up connection"

• Message says NO CARRIER or NO DIALTONE

• "The computer you're dialing is not answering"

• "Can't negotiate a compatible set of network protocols"

• Modem Problems

• Setting up both access numbers in Dial-up Networking

• Connect Speeds

• I don't get a Disconnect reminder when I close Internet Explorer

"I can't login!  It keeps telling me to re-enter my User ID and password"

1. Be sure Caps Lock on your keyboard isn’t turned on. Your password must be entered using all lower case letters.

2. Typographical errors are the most common occurrence, especially with passwords.

3. Your user ID does NOT include @westal.net .  That is only included in your email address.

4. Be sure your Internet account is not past due.  When an account is temporarily deactivated, it is no longer able to login to the internet.

Back to Connection

Problems Establishing a Connection – there are several things to try. The following are given in order of easiest to try and most likely to solve the problem:

1. Turn the computer off, then turn it back on.

2. Use the checklist to check your settings.

3. Check your connection settings in Internet Explorer.  Click on your "Start" button, then go to Control Panel/Internet Options/Connection. Depending on the software version you’re using, check to be sure that "Always dial my default connection" is selected and that "Internet America" is showing as the Default under "Dial-in settings", OR that the program is set to connect using a modem (NOT a LAN) and that Internet America is selected as the Dial-Up Connection to use (in some versions of Internet Explorer, you may need to click on a "Settings" button to see the Dial-Up Connection setting).

4. Dial-in number may need editing.

If you've configured your dial-in number to disable call waiting using "*70,", but can't make any connection and the message you're getting tells you "Line is busy", remove the "*70," and try connecting without it.  Some modems will not let you use *70, to disable call-waiting.

If you normally have to dial "9" (or some other number) to get out, you'll need to configure your dial-in settings to do that.  Go to "My Computer", then "Dial-Up Networking", then open the "Internet America" icon.  Click the button for "Dial Properties".  Put a check mark in front of "To access an outside line, dial..." and enter the appropriate number in the appropriate field, followed by a comma.  Exit by clicking "OK".

5. Delete/Remake Internet America icon  (NOTE:  Be sure to rename the new icon exactly the same as the old one was named).

From your desktop, Open "My Computer", then "Dial-up Networking". To delete the "Internet America" icon, click once with the right mouse button on the "Internet America" icon, then click on "Delete" from the drop-down menu list; click "Yes" when the window asks you if you're sure you want to delete this. After deleting the icon, restart your computer.

After restarting your computer, again open "My Computer", then "Dial-up Networking". Double-click on "Make New Connection". Proceed to make a new "Internet America" icon. When finished, check the settings of the new icon as follows:

• Click with your right mouse button on the "Internet America" icon (the one you just created); then select "Properties".

• Verify that the dial-in phone number is correct . (To disable call-waiting, insert *70, (with comma, no spaces) in front of the phone number). Be sure that the Area Code field is blank and that there is NOT a checkmark in front of "Use area code and dialing properties".   Also verify that the modem selected looks like the right one for your system.

• Left click on "Server Type".

• Under "Advanced Options", the only check mark should be in front of "Enable software compression".

• Under "Allowed network protocols", the only check mark should be in front of "TCP/IP".

• Click on "TCP/IP Settings" button.

• The bullet should be in front of "Server assigned IP address".

• There should also be a bullet in front of "Specify name server addresses".

• The Primary DNS should be 207.203.133.65, the Secondary DNS should be 205.152.37.23 .

• There should be check marks in front of "Use IP header compression" and "Use default gateway on remote network".

• Click on "OK" to accept the choices. Continue selecting "OK" until you get back to the "Dial Up Networking" window; then close both the "Dial Up Networking" and "My Computer".

• Restart the computer before trying the new icon.

6. Remove, then add Dial-up Networking.
   
   Before beginning this, be sure to have your Win95 or Win98 operating system CD (or diskettes) at hand. Begin by closing all programs. Open "My Computer", then "Control Panel", then "Add/Remove Programs". Click on the "Windows Setup" tab. Click once on "Communications" (it should be checked), then click on the "Details" button. Uncheck "Dial Up Networking". (Answer "Yes" if it asks if you realize this is a needed item) Click OK to exit this window. Click the "Apply" button on the next window, then OK to exit. Close out all open windows until you’re back at the desktop. Restart your computer.

After restarting, go back into "My Computer", then "Control Panel", then "Add/Remove Programs", then "Windows Setup". Select "Communications" again, being sure it’s still checked, then click the "Details" button. Put a checkmark in front of "Dial Up Networking" (also check "Direct Cable Connection" if it’s unchecked). Click OK to exit. Click the "Apply" button on the next window. The system will work for awhile. Use your Win95 or Win98 CD (diskettes) ONLY if prompted by the computer. When the system is done working, exit by clicking OK. Restart your computer, then try connecting to the Internet. If you still can’t connect, please don’t hesitate to call us.

7. Reinstall/Update Modem Driver

A damaged or outdated modem driver can cause connection problems.  Try reinstalling your modem driver.  If the problem persists, your modem driver may need to be updated.  Using another computer that has access to the internet, you can try downloading the latest driver for your modem onto a diskette, then install it on your computer.

The following link provides drivers for many of the major modem manufacturers:  Download.com->Fax-Modems & ISDN 

Back to Connection

 

To check your Internet America connection settings:
Open "My Computer", then open "Dial-up Networking".
Right-click on the "Internet America" icon, then click on "Properties".
Be sure there is NO area code entered and that the dial-in number is entered correctly.
Be sure there is NOT a checkmark in front of "Use area code and dialing properties".
Click on the tab for "Server Type".
Under "Advanced Options", the only checkmark should be in front of "Enable software compression".
Under "Allowed network protocols", the only checkmark should be in front of "TCP/IP".
Click on the "TCP/IP Settings" button.
Be sure the bullet is in front of "Server assigned IP address".
A bullet should also be in front of "Specify name server addresses".  The Primary DNS is 207.203.133.65, the Secondary DNS is 205.152.37.23 .
There should be checkmarks in front of "Use IP header compression" and "Use default gateway on remote network".
Exit by clicking "OK" until you're back to your desktop.

To check your network protocol settings:
Click on "Start", then go to "Settings", then "Control Panel".
Open the "Network" icon.
Click once on TCP/IP => Dial-up Adaptor, then click the "Properties" button.  If you get a  message "You have asked to change TCP/IP properties for a dial-up adaptor...", click "OK" and proceed.
Under the "IP Address" tab, be sure the bullet is in front of "Obtain an IP address automatically".
Under the "DNS Configuration" tab, be sure the bullet is in front of "Enable DNS".  Host should be your user name (eg. jdoe).  Domain should be "westal.net".  DNS Server search order should show 207.203.133.65 and 205.152.37.23 .  Use the box with the dots in it to add these DNS address, if necessary, by first entering 207.203.133.65, then click on "Add"; then enter 205.152.37.23 and click "Add".  Be sure to remove any other DNS addresses if present.
Under the "WINS Configuration" tab, be sure the bullet is in front of "Disable WINS Resolution".
Exit by clicking "OK".  If the system asks if you want to reboot, click "Yes".

Back to Connection

 

There are a multitude of things that can cause disconnects.  Occasional disconnects are just a part of being on the Internet.  Following are the most common causes of frequent disconnects.

Corrupted Dial-Up Software

Corrupted dial-up software (Dial-up Networking or your Internet America dial-up connection icon) can create miscommunications between your computer and your connection to the internet, causing dropped connections.

First try recreating your Internet America icon.

If that doesn't help, try reinstalling your Dial-Up Networking.

Phone Line Noise

While voice communication and faxes can handle the occasional hum, static or line cross-over, any of those can cause your modem connection to be broken.  Your modem is trying to turn that noise into readable data, and when it can't, you're likely to get one of those "The computer you are dialing is not answering..." messages.

The first step is to take a phone connected to the line the computer is using, check for dial-tone and then punch in just one number in order to break the dial-tone.  Any sound, other than complete silence can cause connection problems.  If you detect any noise, it's time for a call to your telephone service provider.

Sometimes, lines that sound fine to our ears will still have enough impairment on them to prevent the modem from maintaining an Internet connection.

Be sure to mention to the phone company when you call that you are having problems staying connected to the Internet.

Weather Changes

Temperature changes and wet/dry fluctuations can result in connection problems.  Changes in temperature can cause changes in the phone cables (expansion, retraction), altering the quality of the line temporarily.  If you normally maintain connection but suddenly have problems after a recent rainstorm, it is probably a result of water on/in the lines resulting in hum, static and cross talk.

Premises Wiring/Fax Software

Faulty wiring, bad phone jacks and plugs, cheap phones, old/antique phones, phone line splitters, too many phones or other devices can cause problems.  Disconnect everything from the phone line the computer uses (fax machines, answering machines, etc.), keep the phone line at least three inches away from electrical cords, extension cords, printer cables, etc.  Inductance from electrical lines and radio transmitters wreaks havoc with phone lines.

Fax software in your computer will sometimes "take control" of the modem when you try to use the modem to access the Internet.  Disabling the fax software during your Internet online time will clear up this interference.

Modem Driver

A damaged or outdated modem driver can cause disconnection problems.  Try reinstalling your modem driver.  If the problem persists, go to your modem manufacturer's website and download the latest driver for your modem.

The following link provides drivers for many of the major modem manufacturers:  Download.com->Fax-Modems & ISDN 

Excessive Retraining

Modem retrains during your online session (this is not the same as "speed-shifting," the normal fallback and forward changes of data transfer speed.)  Retraining is a process by which two connected modems keep adjusting without disconnecting.  This procedure can be initiated by either modem when unsatisfactory signal reception is detected and no data is transferred.  The intended result is to improve the receiver's signal processing by decreasing the data rate (poor data signal quality) or by increasing the data rate (good data signal quality).  Most modem manufacturers have designed their modems to disconnect after 12 retrain sequences.

Try placing 4 to 5 commas immediately after the dial-in number - for example: 289-0206,,,,, .

Or try changing your PC settings:

1. Go to Start, Settings, Control Panel, Modem, Properties, Connection, and Advanced Connection Settings.

2. Under Extra Settings, type the following, including the commas:  AT+MS=,,,41333 .  If this doesn't work, try AT=MS=V34 instead.

3. Click OK and test by dialing the desired connection.

If the problem persists, don't hesitate to contact us.

Modem speed settings

If modem speeds are set too high, this can result in connection problems.  To check your modem speed settings, click on your Start button, then go to Settings/Control Panel/Modems.  Select your modem, then click the "Properties" button.  Following are suggested modem speed settings:

14.4 Modem -- set speed to 19200
28.8 Modem -- set speed to 38400 or 57600*
33.6 Modem -- set speed to 57600
56K Modem -- set speed to 57600 or 115200*

*Use lower speed if experiencing connection problems.

Be sure there is NOT a check mark in front of "Only connect at this speed."  Exit by clicking "OK".

Bug in the Windows 95/98 Modem Code

If you have problems being disconnected frequently, you may be being hit by a bug in the Windows 95/98 modem code.  Basically, it causes your modem to hang up when large amounts of data are being transmitted.  Following are the steps to correct it:

• Click on "Start", then "Settings", then "Control Panel"

• Double-click "Modems"

• Click "Properties", then "Connection", then "Port Settings"

• Move both bars all the way to the Low side, then click "OK" to exit.

Phone Extension Picked Up

Keep in mind that if someone picks up the receiver on a telephone that is connected to the phone line the computer uses while the computer is online, the connection to the Internet may be broken.

Thunderstorms

Not only should you not be online during thunderstorms, but your line jack should be disconnected.  If this isn't feasible, at least run your phone line thru a surge protector.  Power surges can come through the phone line and damage your modem.  While it might function well enough to send faxes, the modem's ability to make and maintain an Internet connection can be affected.

Multiple Logins

Standard dial-up accounts are allowed only one login at a time.  If someone is already logged in using a particular account and someone else logs in using the same account information, after three minutes the system will disconnect both connections.  An email will automatically be sent to the account's email address notifying the user of the multiple login.

Back to Connection

Message says "Unable to establish a dial-up connection"

First, restart your computer, then try connecting to the Internet again.

If you still get that message, do the following:

From your Desktop, open "My Computer", then "Dial-up Networking".  Double-click the "Internet America" icon.  If the password field is blank, enter your password.  Click "Connect".  If your computer can't make the connection, it should bring up a dialog box telling you why it couldn't connect.  The more common reasons include:

• "The modem is currently being used by another application."

• "The computer you're dialing is not answering."

• Message says "No Carrier" or "No Dialtone"

• "Dial-up Networking could not negotiate a compatible set of network protocols."

(Click on one of the above to find out what to do to solve the problem.)

If you don't see the message you got listed above, make a note of what the message said and call Network IT at 289-5000 for help.

Back to Connection

Message says NO CARRIER or NO DIALTONE

The most obvious cause is that the telephone line is not securely plugged into the modem jack in the back of your computer.  Double check to make sure.  Or the telephone cable may be bad -- test it on a regular telephone.

A common problem is plugging your telephone line into the wrong jack on your modem.  Many modems have two jacks, one for the telephone line and one for a telephone handset.  On some of these modems, you won't be able to get a dial tone or otherwise use the modem if you plug the telephone line into the telephone handset jack.  Double check to make sure.

Another common problem is that some other device on the same telephone line (e.g., a telephone answering machine) is off-hook.  Double check to make sure that all other devices are on-hook.

There may be a problem on your telephone line.  Make sure that you can get a dial tone on a telephone handset connected to and through your modem when the modem (or computer in the case of an internal modem) is turned off.

Many voicemail systems use a "stutter" dial tone or beeping when you pick up the phone to indicate that you have voicemail waiting.  These unexpected sounds can make the modem think there is no dial tone.  If you must use the modem on a line with these voicemail or similar sounds, you can try the following workarounds:

Placing two or three comas before the phone number instructs your modem to pause before dialing.  Open "My Computer", then "Dial-up Networking".  Right-click once on the Internet America icon, then click "Properties".  Enter the commas directly before the phone number (no spaces), then exit by clicking "OK".

Back to Connection

 

"The computer you're dialing is not answering"

• Verify that you are using the correct dial-in number by going into "My Computer", then "Dial-up Networking".  Click once with the right mouse button on the "Internet America" icon, then click "Properties" from the list that drops down.

• If the number appears correct, delete it and re-enter the number (no area code).  Exit the "Properties" window by clicking "OK".  Double-click the "Internet America" icon to get the "Connect" window so you can test the connection.

• If the problem persists, go back into "Internet America" properties and change the dial-in number to the other number for your area, then test as above.

• If you're still getting the same message and you have *70, entered in front of the dial-in number to disable call-waiting, try removing the *70, and testing the connection without it.

• The next thing to try if these changes don't help is to reinstall your modem driver.

• Your modem driver may need to be upgraded.   Using another computer that has access to the internet, you can download the latest driver for your modem onto a diskette, then install it on your computer.  The following link provides drivers for many of the major modem manufacturers:  Download.com->Fax-Modems & ISDN 

• If possible, try hooking up your computer at a location where you know a connection to the Internet can be made with the phone line there (family or friend's house).  If your computer still will not connect, your modem is probably bad and will need to be replaced.

Back to Connection

 

"Windows says that it can't negotiate a compatible set of protocols."

This error message can be caused by any of the following situations:

• The network protocols used by the server do not match the protocols used by the Dial-Up Networking client.

• The protocol used by the Dial-Up Networking client is not available.

• The line protocols may not match

• WINS Resolution is enabled in Windows 95/98 Networking.

Use the checklist to verify your protocol settings.

Back to Connection

Modem Problems

Modem problems can be caused by several different things and can exhibit several different symptoms.  (**may need to be done by a computer technician)

"Modem not detected.

• **Check your modem properties in Control Panel to be sure the correct driver is selected.  If it appears to be correct, try reinstalling the modem driver.  You may also try upgrading the modem driver (upgrades can be downloaded from the manufacturer's website).  The following link provides drivers for many of the major modem manufacturers:  Download.com->Fax-Modems & ISDN 

• **The modem may not be seated securely in it's slot.  Remove the case and reseat the modem.

• **If the problem persists, a bad modem would be suspected.

Modem dials, but can't get past "Verifying Username & Password".

• You may have a compatibility problem.  Try using the other dial-in number for your area.

• Be sure your Username and Password are correctly entered, no capital letters used.  (Username should NOT include @westal.net)

• Your connectoid or Dial-Up Networking is corrupted.  Try remaking your connectoid.  If the problem persists, try reinstalling Dial-Up Networking.

• **If the problem persists, a bad modem would be suspected.

Modem says "Computer you're dialing is not answering" or "No Dialtone".  This is most commonly caused by a bad phone line or a bad modem.

Windows says "Modem is currently being used by another application". 

• This problem may be software related.  Another application on the computer, such as fax or answering machine software or PCAnywhere, may prevent the modem from being used to dial the Internet.  You may need to turn off this software before going online.

• Another serial device may be using the modem port (eg. digital camera or scanner).  **Remove the device from the modem port.

• **If the problem persists, a bad modem would be suspected.

"Line is busy".  Repeatedly getting this message and never being able to connect can occur when attempting to dial in with call waiting disabled.  Try removing the "*70," from in front of the dial-in number.  (Some modems will not allow you to disable call waiting.)  If the problem persists, a bad modem would be suspected.

Back to Connection

Setting up both access numbers in Dial-up Networking

You can create another dial-in icon in Dial-up Networking, identical to
the first Internet America icon except for the different dial-in number (for instructions, see below).  One will be the default (this is the one that will automatically be dialed first).  If the computer can't connect using the default, the Dial-up Connection window should appear.  Click the small button with the down arrow to change to the other dial-in connection, then click "Connect".

Instructions for creating another dial-in icon in Dial-up Networking:

• Open "My Computer", then "Dial-up Networking".

• Double-click on "Make New Connection". Proceed to make a new "Internet America" icon. (You can name it Internet America 2)  When finished, check the settings of the new icon as
  follows:

• Click with your right mouse button on the new icon you've just created;
  then select "Properties".

• Verify that the dial-in phone number is correct .  Be sure that the Area Code field is blank.   Also verify that the modem selected looks like the right one for your system.

• Left click on "Server Type".

• Under "Advanced Options", the only check mark should be in front of
  "Enable software compression".

• Under "Allowed network protocols", the only check mark should be in front
  of "TCP/IP".

• Click on "TCP/IP Settings" button.

• The bullet should be in front of "Server assigned IP address".

• There should also be a bullet in front of "Specify name server addresses".

• The Primary DNS should be 207.203.133.65, the Secondary DNS should be 205.152.37.23 .

• There should be check marks in front of "Use IP header compression" and
  "Use default gateway on remote network".

• Exit by clicking "OK" to save the changes.
  

Back to Connection

Connect Speeds

If you rarely see your modem connect at it's advertised speed, the reason is almost always a result of phone line quality.  Current high speed modems push the limits of what the telephone system was designed to do.  Also, it is worth mentioning for 56K modem users that current FCC regulations restrict maximum speed over phone lines to 53K.

A normal 56K bits-per-second (bps) modem will often provide speeds in the 45-50K range if the user is on a telephone line that has an uninterrupted copper connection to the telephone company central office, and if that central office is digital.  (Basically, that means if you live right in town in Demopolis, Linden, or Greensboro.)

For users living out of town, however, it is impossible to get modem speeds faster than about 26K. The reason for this is that the neighborhood does not have a copper connection to the central office. Instead, the neighborhood gets its analog dial tones from a subscriber loop carrier box (SLC), also sometimes called a "remote terminal" (those green boxes you sometimes see the BellSouth service people working at). The dial tones provided by the SLC are of such poor quality that modems can't connect faster than 26K.

Each time your modem connects, it attempts to negotiate the highest speed possible on the analog line which carries your connection.  Any hint of static, or line noise can cause connect rates to drop.

Variations in line quality are typically the cause of low connection speeds.  At one point or another, everyone will experience "a bad line" connection and have to hang up and call again.  However, if you find that you never or rarely connect at rates above 19200 bps, you will need to investigate your line quality.

Here are some things you can try before calling the phone company:

• Experiment with dialing in using both the dial-in access numbers for your location.  Some users, especially in rural areas, find they maintain a better quality connection using one dial-in number rather than another.

• Try plugging the modem into a different phone line or wall jack.  Or try making the connection from a different location altogether.  This is sometimes necessary to determine whether connection problems are caused by phone line problems or a bad modem.  Network IT / Internet America can bench test your computer if needed.

Back to Connection

I don't get a Disconnect reminder when I close Internet Explorer

In Internet Explorer, go to "Tools", then "Internet Options", then click the "Connections" tab.  Click on the "Settings" button, then click on the "Advanced" tab. Be sure there's a checkmark in front of "Disconnect when connection may no longer be needed."