Dial Up - iPASS Troubleshooting
1. The number I selected won't connect.
2. I can't hear a modem sound on the other end of the line.
3. I don't seem to be making any connection.
4. I keep getting a message telling me that I am using an incorrect password.
5. I get a busy signal when dialing into an access number.
6. My World Wide Web (www) access is slow.
7. My connection sometimes disconnects or stops working in the middle of my session.
8. I do not have Dial up Networking installed.
9. Dial up networking does not remember my password.
1. The number I selected won't connect.
- Should you encounter difficulty connecting to an access number, try an alternate number within the region you are traveling.
- If you are unable to connect to many access numbers, it may indicate a compatibility problem with your modem, or with the computer in your region. Consult your technical support group or modem manufacturer for further assistance.
- If you can successfully connect to an alternative access number, it may be an indication that the usual access number or site is temporarily unavailable.
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2. I can't hear a modem sound on the other end of the line.
- Check your phone system. If you suspect that the system is digital, you will need to use a special adapter to make your connection. The only alternative to this is requesting access to a fax line (fax lines must be analog to function).
- Check for pulse or tone dialing. If the phone system is analog, you are safe to connect your modem. Before attempting to dial, you should check to see whether the phone system uses pulse or tone dialing. You can easily check this by picking up the phone and dialing one digit. Listen for clicks (pulses) or tones. This will tell you whether to select pulse or tone dial in your software. Ensure that the line is fully connected between the jack and modem.
- If you are not getting any audible modem/line noise, or if you cannot hear your modem "handshaking," use your handset to call the modem number and ensure that it is, in fact, a modem line. If the access number has been incorrectly published, please advise your Internet service provider immediately.
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3. I don't seem to be making any connection.
- Make sure that you are dialing the required prefixes and local dial code for the region. Many hotels require that you dial a prefix to get an outside line.
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4. I keep getting a message telling me that I am using an incorrect password.
This is a generic message in your dialer software that can indicate:
- An incorrect password. For a remote connection, you must use the same password that you use at your home Internet service provider. Don't forget to add @DOMAIN after your user name.
- An incorrect username has been entered.
- An incorrect domain name. You must use your full e-mail address when logging on to your account remotely. (i.e. john@isp.com)
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5. I get a busy signal when dialing into an access number.
- Occasionally, there are times when an access point will be busy. We recommend that you set up alternative access number scripts to use during peak business hours. If this is not an option, wait a few minutes and try connecting again.
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6. My World Wide Web (www) access is slow.
Contact support@fast.net or 877.315.3278 to download your copy of the FASTNET iPass Dial Wizard for Windows 95/98/2000/XP.
The FASTNET iPass Dial Wizard contains an international phone book with every iPass access point and login information. It has a point-and-click interface, and acts as an "assistant" that creates new Windows dial up connection scripts for you, based on the specific cities for which you request a Dial up iPass connection.
Once you've downloaded the FASTNET iPass Dial Wizard, follow these directions:
To turn off your proxies in Netscape:
To re-enable proxies in Netscape:
To turn off your proxy servers in Microsoft Internet Explorer:
To re-enable proxies in Microsoft Internet Explorer:
7. My connection disconnects in the middle of my session.
The only indication that your connection is lost is that you stop receiving network packets. If your SLIP/PPP software is well written, it allows you to close your connection gracefully, but often your applications will freeze (your application stops responding to your input) and you will have to reboot your machine. One common cause of a connection "hang" is that your telephone has either hung up (for example, someone may have picked up another extension of the telephone line you are using), or the line may have become so noisy that your modem is unable to maintain the connection.
Line Noise- If the country that you are visiting has a poor telecommunications system or the line you are trying to connect with has audible interference, your line might drop out unexpectedly.
Too General a Modem String - Sometimes a connection with us relies on a very basic modem string (this is how the modem and telephone line communicate). Often, we will set you up with a very basic or generic modem string. Once you are overseas, and numerous other "hops" go into establishing your connection, it pays to make sure that you are using the best possible modem string, in order to avoid dropouts. Please call Customer Care or your modem manufacturer to get the most reliable modem string.
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8. I do not have Dial up Networking installed.
If there is no icon for Dial up Networking in the My Computer window, you can use the following procedure to install it (you may be prompted to insert your Windows 95 CD ROM, so please be sure to have this handy):
- Click the Start button, point to Settings, and then click Control Panel.
- Double click Add/Remove Programs.
- Click the Windows Setup tab, click Communications, and then click Details.
- Click the Dial up Networking check box, and then click OK.
- Click OK again and follow the instructions on your screen.
- Double-click My Computer, and then double-click Dial up Networking.
- Follow the instructions on your screen.
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9. Dial up networking does not remember my password.
Within your Connect To window, enter your password and select your tab key. You will now be positioned at the Save password prompt. It has a small white box next to it. Enter SHIFT S and a checkmark will be displayed within the box. Your password will be saved for subsequent connections until you remove the checkbox.
This service is brought to you through our partnership with iPass.
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