Copyright: Copyright © 1998 -9 EarthLink Network, Inc.
Citation: Copyright © 1998-9 EarthLink Network, Inc. All Rights Reserved.


  Connection Troubleshooting Procedures

Modems

Verify Modem Installation

Verify Modem Selection

Check for Modem Conflicts

Communications and Dial-Up Networking

Verify Communications Port Installation

Verify Protocol Installation

Verify Protocol Selection

Verifyi TCP/IP Settings

Reinstall Network Components

Reinstall Dial-Up Networking

Dial Properties

Change Dial Properties

Define a New Location

Select Another Access Phone Number

Password

Delete your Password File


Modem Troubleshooting

You’re having trouble connecting to EarthLink and you’ve tried the steps to Verify Modem Installation. There may be something wrong with how you modem is installed.

What type of computer do you have?  Click on image that most resembles your computer.

Desktop		Tower		Notebook


Desktop Computer

What type of modem does your computer have?  Click one.

Built In	External


Notebook Computer

Your notebook computer probably has a PCMCIA card modem that looks something like this:

1.	Make sure the PCMCIA card is fully inserted.  The best way to check if the card is fully insert is to eject and reinsert the card.
	-- Press the eject button (the small gray or black square button that sticks out from the PCMCIA card.  The card pops out.
	-- Gently push the card back into your computer. An audible sound indicates that the card is fully inserted.
2.	Make sure jack on the telephone cable is securly inserted into the port on the modem and that the other end is connected to the telephone wall outlet.
3.	Test your modem.


Internal Modem

You have an internal modem.

1.	Check that the telephone connector (jack) plugged in to the back of your computer is plugged into the correct port and secure.
2.	Test your modem.


External Modem

1.	Check that the telephone connector (jack) plugged in to the back of your modem is plugged into the correct port and secure.
2.	Most external modems have a power adapter.  Make sure the power adapter is securely connected to the modem and that it is plugged into a wall outlet or functioning power strip.
3.	Most external modems have an ON/OFF switch.  Make sure the modem is turned on.  If on, one or more of the lights on the front panel of the modem will be on.
4.	Test your modem.


Connecting the modem to your telephone line

There are usually two ports on the back of your modem that look like this.  One port has an image of a telephone and the other an image of a wall outlet or port.
1.	Plug one end of the telephone cable in the port with the wall outlet image and the other end of the cable into the actual telephone wall outlet.
	If you want to, you can connect a standard telephone to the port with the telephone image.  This is useful for checking that you have a dial tone or to make standard telephone calls when you’re not connected to EarthLink.
2.	Test your modem.


Verifying Modem Installation
 Verify Modem Installation

Check to see if modem is operating correctly and the computer can send signals to it.

1.	Double-click the My Computer icon.
2.	Double-click the Control Panel folder icon.
3.	Double-click the Modems icon.
4.	Highlight your modem and click the Properties button.  (If there is no modem listed, click the Add button and install a modem before continuing with the remainder of these steps.)
5.	In the Port drop down box verify that the correct Communications Port is selected. In the Maximum Speed drop down box, verify that the correct speed is set for your modem. -- for a 14400 modem, the maximum speed should be 19200 -- for a 28800 modem, the maximum speed should be 38400 -- for a 56000 modem, the maximum speed should be 57600
6.	Click OK to return to the Modem Properties window.
7.	Click the Diagnostics tab.
8.	Highlight the Port your modem is installed on then click the More Info… button. Windows tests the modem connection and should successfully connect to your modem. If the test fails, either the modem is: -- not installed correctly.  -- having a hardware problem. Check your modem documentation or contact the modem manufacturer to get the modem working correctly.


Verifying Modem Selection
 Verify Modem Selection

Check the Dial-Up Networking connection and verify that the correct modem is selected.

1.	Double-click the My Computer icon.
2.	Double-click the Dial-Up Networking icon.
3.	Highlight the EarthLink icon.
4.	Click the File menu.
5.	Choose Properties.
6.	In the Connect using drop down box make sure the correct modem is selected.
7.	Click the Configure button.
8.	In the Port drop down box verify the correct Communications Port is selected.
9.	Click the OK button.
10.	Click the OK button and try connecting again.


Checking for Modem Conflicts
 Check for Modem Conflicts

Check to see if other programs are running that may use the modem.

1.	Hold down the Ctrl – Alt – Delete keys to bring up the Windows Task Manager.
2.	Verify what programs are installed and if they interact at all with the modem. If they do, highlight the program and click End Task.
3.	Click the Start Menu, Programs, StartUp to see what programs run when Windows starts. Remove any that may conflict with the modem.


Verifying Protocol Installation
 Verify Protocol Installation

Check your Network Control Panel Configuration to see if the correct protocols are installed.

1.	Double-click the My Computer icon.
2.	Double-click the Control Panel icon.
3.	Double-click the Network icon.
4.	Under The following network components are installed the following items should be listed: -- Client for Microsoft Networks -- Dial-Up Adapter -- TCP/IP If you don’t have these network components installed, follow the instructions to Reinstall Network Components . NOTE: You may have other network components installed if your computer is connected to a LAN or if you use or have used another Internet Service Provider.
5.	Use the EarthLink Dialer to try to reconnect.


Verifying Protocol Selection
 Verify Protocol Selection

Check the Dial-Up Networking connection properties to see if the correct protocol is selected.

1.	Double-click the My Computer icon.
2.	Double-click the Dial-up Networking icon.
3.	Highlight the EarthLink icon.
4.	Click the File menu and choose Properties.
5.	Click the Server Type button.   In the Advanced options section - only Enable software compression should be checked.   In the Allowed network protocols section - only TCP/IP should be checked.
6.	Click the TCP/IP Settings button.   Server assigned IP address should be selected.   Specify name server addresses should be selected.   Use IP header compression should be checked.   Use default gateway on remote network should be checked.
7.	Click the OK button until you close the EarthLink Connection Properties dialog.
8.	Use the EarthLink Dialer to try to reconnect.


Verifying Communications Port Installation
 Verify Communications Port Installation

Go to the system control panel under the device manager tab and see if you have the communications port installed under the ports section.

1.	Double-click the My Computer icon.
2.	Double-click the Control Panel icon.
3.	Double-click the System control panel icon.
4.	Select the Device Manager tab.
5.	Double-click the Ports (COM & LPT) listing.
6.	Make sure the communications port your modem is on is listed and has no error marks beside it (red or yellow).
7.	Click the OK button.


Verifying Dial-Up Networking Installation
 Verify Dial-Up Networking Installation

Check the Add/Remove Programs control panel under the windows setup tab and make sure that Dial-up Networking is installed in the Communications section.

1.	Double-click the My Computer icon.
2.	Double-click the Control Panel icon.
3.	Double-click the Add/Remove Programs control panel.
4.	Select the Windows Setup tab.
5.	Is there a check mark in the Communications check box?
	If there is no check mark, Reinstall Dial-Up Networking . If there is a check, click the Details button to see if Dial-Up Networking is installed.  Is there a check mark in the Dial-up Networking check box?  If there is no check mark, Reinstall Dial-Up Networking .
6.	Click the OK button.


Reinstall Dial-Up Networking
 Reinstall Dial-Up Networking Communications

If the problem persists reinstall the Communications components. Make sure you have your Windows 95 installation software (CD or diskettes).  You will need the installation media in order to reinstall the communications components.

First, remove the Communications components:

1.	Double-click the My Computer icon.
2.	Double-click the Control Panel icon.
3.	Double-click the Add/Remove Programs control panel.
4.	Select the Windows Setup tab.
5.	Click the Communications check box to REMOVE the check mark.
6.	Click the Apply button. Windows removes the communications components.
Then, reinstall the Communications components:

1.	Click the Communications check box to put a CHECK MARK in the box.
2.	Click the Apply button. Windows copies the communications components from the Windows 95 installation media.
3.	Click the OK button in response to the Dial-Up Networking Setup prompt.
	You will need to restart your computer before the new settings will take effect.  Click the Yes button to restart your computer immediately.  Click the No button to restart your computer later.


 Reinstall Network Components

The Networking components required to connect to EarthLink are: • Client for Microsoft Networks • Dial-Up Adapter • TCP/IP	If these components are installed but you are still unable to connect, one or more of the components may be corrupt. Reinstalling the components can correct this problem.
You need your Windows 95 installation software to remove and reinstall the components using the procedure described below.

First remove the network components:

1.	Double-click the My Computer icon.
2.	Double-click the Control Panel icon.
3.	Double-click the Network control panel icon.
4.	Highlight Client for Microsoft Networks and click the Remove button.
5.	Highlight Dial-Up Adapter and click the Remove button. This should also remove TCP/IP from the list.
Then reinstall the network components as follows:

1.	Click the Add button.
2.	Double-click Protocol.
3.	Double-click Microsoft then highlight TCP/IP.
4.	Click the OK button. This adds TCP/IP, IPX/SPX compatible protocol, Dial-Up Adapter, Client for NetWare Networks, and Client for Microsoft Networks to the list. You can remove IPX/SPX compatible protocol and Client for NetWare Networks if you don’t need them for a local area network.
5.	Click the OK button to accept your changes to Network Configuration. If Windows asks to restart your computer, click Yes.


Verifying TCP/IP Settings
 Verify TCP/IP Settings

1.	Highlight TCP/IP on the Network Control Panel Configuration tab and click the Properties button.
2.	Select the IP Address tab and make sure Obtain an IP address automatically is checked.
3.	Select the WINS Configuration tab and make sure Disable WINS Resolution is checked.
4.	Select the Gateway tab and verify there are no gateway numbers listed.
5.	Select the Bindings tab and make sure Client for Microsoft Networks is checked.
6.	Select the DNS Configuration tab and make sure Disable DNS is checked.
7.	Click the OK button to accept your changes to TCP/IP Properties.
8.	Click the OK button to accept your changes to Network Configuration.


Changing Dial Properties
 Change Dial Properties

If you are in an office it is very likely you need to dial a number like 9 to get an outside line. Or if at home check to see if there is a 9 present that might be causing the problem.

1.	Start the EarthLink Dialer.
2.	Click the Dial Properties button.
3.	Select the desired location from the I am dialing from list box.  This is usually Default Location unless you have define a new location .
3.	In the To access an outside line boxes, do one of the following: -- add 9, if you normally dial a 9 to access an outside line (the , puts a slight paus between dialing the 9 and dialing the access number to ensure that there is a dial tone) -- remove the 9, is you do not need to dial a 9 to access an outside line.
4.	Click the OK button.


Selecting Another Access Phone Number
 Select Another Access Phone Number

This error can also happen if the phone number you are calling is having problems. You may want to try another EarthLink phone number.

1.	Start the EarthLink Dialer.
2.	Click the Configure button.
3.	In the Available EarthLink phone numbers section find another local access number.
4.	Click the Right arrow to add it to your Dial-Up list.
5.	You can change the dialing order by using the up and down arrows.
6.	Click the OK button when you have the access numbers you want to dial.
7.	Click the Connect button and try to reconnect to EarthLink.


Defining a New Location
 Define a New Location

1.	On the Dialing Properties dialog, click New… to create a new location.
2.	Enter a name for the new location, such as Home or Office or On the Road, then click the OK button.
3.	Set the area code for this new location.
4.	Make any changes to the How I dial from this location.
5.	Click the OK button.


 Delete your Password File

Delete your password file and relog back into your computer:

1.	Click the Start Menu, select Find, select Files and Folders.
2.	In the Named field type *.pwl
3.	Click the Find Now button.
4.	Highlight all the .pwl files and press the delete key.
5.	Click the Start Menu.
6.	Select Shutdown.
7.	Select the Close all programs and log on as different user radio button and click the Yes button.
8.	In the User name field type your username.
9.	Leave the Password field empty.
10.	Click the OK button.
11.	When Windows asks to verify the password, leave all the fields empty.
12.	Click the OK button.
13.	After Windows is finished starting up try to connect to EarthLink.


 Create a dial-up connection

To create a dial-up connection:

1.	Double-click the My Computer icon.
2.	Double-click the Dial-Up Networking folder.
3.	Double-click the Make new connection icon.
4.	Enter a name for this connection – such as EarthLink Sprint.
5.	Select a modem, if the modem displayed is not your modem, then click Next.
6.	Enter the phone number you want your computer to dial then click Next.
7.	Click Finish.


Install a browser

1.	Load the TotalAccess CD.
2.	Select Additional Software from the TotalAccess main screen.
3.	Select a browser from the list – depending on the version of the TotalAccess CD that you have, this will be either Netscape Navigator or Internet Explorer.
4.	Follow the instructions on the screen.