CONTENT:
The
modem did not recieve an answer
Service: Prodigy InternetTM Subject:
Dial-Up Networking
Title: Document ID: E55923FBCO
SYMPTOM
I am attempting to connect to the Prodigy Internet
service and get the error message "The modem did not recieve
an answer"
CAUSE
This error may be caused by one of the following :
- Conflicting software
- Incorrect Dialing Settings
- Invalid Server Type Configuration
- Missing or Corrupt Network
Components
- Incompatible Modem Driver
- Intermittent Site Problem
This article only applies to Prodigy
Internet Version 1, Prodigy Internet Version 3 and Prodigy Internet Version 4 kits on systems using the Microsoft® Windows
95 or higher operating system.
RESOLUTION
Conflicting software
Close any unnecessary applications from the task list and ensure all fax software is disabled and not in
an auto-recieve mode.
Incorrect Dialer
Settings
Ensure your call waiting
disable code, outside line, area code, etc.. settings are correct.
Invalid Server Type Configuration
Incompatible Modem Driver
Contact your modem manufacturer
to obtain the latest modem driver available for your
modem that is compatible with a TCP\IP connection. If
you have the latest modem driver or are unable to contact
your modem manufacturer, you may configure a standard modem driver included with Microsoft®
Windows 95/98 operating systems.
After
you have installed the new modem driver, configure the
Prodigy Internet connectoid to use that modem configuration.
Intermittent Site Problem
Use our Site Problem Reporting Tool to alert Prodigy Staff of the
connection problem with your access number. Then utilize
the Prodigy Phone Directory or Prodigy Phone Wizard to locate an alternate number to access Prodigy
Internet. If you do not want to use an alternate number,
try again later.
NOTE : Prodigy Services Co. is not
responsible for any charges incurred while accessing a Prodigy
access number.
Internet
Explorer cannot open the Internet site.
Document ID: E686B1DCCO
CAUSE
- The cause of this error will
be dependent upon whether you are connected to the Internet.
If your modem is connected to the Internet the causes may be
one of the following :
- Invalid URL
- Invalid Server Type Configuration
- Intermittent Server Problem
- 128-bit encrypted site
- If your
modem in losing its connection or not connecting to the
Internet the causes for this error may be one of the following
:
- Missing or Corrupt Network
Components
- Missing or Corrupt Dial-Up
Networking
- Invalid Server Type Configuration
- Incompatible Modem Driver
- Intermittent Site Problem
- This article only applies
to Prodigy Internet Version 1, Prodigy Internet Version 3 and Prodigy Internet Version 4 kits on systems using the Microsoft® Windows
95 or higher operating system.
RESOLUTION
- Modem is connected to Prodigy Internet
Invalid URL
- This error is often
accompanied by an Error 500. Please ensure you are accessing
a valid URL.
Invalid Server Type Configuration
- You will need to check the configuration
of the Prodigy Internet Connectoid in Dial - Up Networking and ensure the that
the Advanced Options are set correctly.
Intermittent Server Problem
- Please ensure you
are able to view your Personalized Homepage at http://www.prodigy.net, if you are able to view your
personalized homepage contact the administrator of the
site you are attempting to access for additional assistance.
If you are unable to view your personal web page, clear
the temporary internet files of your browser and try
again.
128-bit encrypted site
- This error may be
caused by attempting to access a web site that uses
128-bit encryption. Prodigy Internet provides the 40-bit
shareware Microsoft Internet Explorer browser. You can
obtain the 128-bit Microsoft Internet Explorer browser
at http://www.microsoft.com
Modem is not connected to Prodigy
Internet
Missing or Corrupt Network Components
Prodigy Internet requires
the following network components to be installed on the system.
- Client
for Microsoft Networks
- Dial -
Up Adapter
- TCP\IP
or TCP\IP for Dial - Up Adapter
- Contact your system administrator
before making any changes to Intranet components.
- Notate your TCP\IP protocol
settings before removing TCP\IP - Dial - Up Adapter, if
you have other dial up connections.
- Missing or Corrupt Dial-Up Networking
Prodigy Internet requires
Dial-Up Networking to be installed on the system. If Dial-Up Networking is installed
on the system it may have become corrupted. You will then
need to remove and reinstall Dial-Up Networking.
NOTE : TCP\IP for Dial-Up Adapter is
not automatically installed with Dial-Up Networking, you
will need to install this protocol before using Dial-Up
Networking.
Invalid Server Type Configuration
You will need to check the configuration
of the Prodigy Internet Connectoid in Dial - Up Networking and ensure the that the
Advanced Options are set correctly.
Incompatible Modem Driver
Contact your modem manufacturer
to obtain the latest modem driver available for your modem
that is compatible with a TCP\IP connection. If you have
the latest modem driver or are unable to contact your modem
manufacturer, you may configure a standard modem driver included with Microsoft® Windows
95/98 operating systems.
After you have installed
the new modem driver, configure the Prodigy Internet connectoid
to use that modem configuration.
Intermittent Site Problem
Use our Site Problem Reporting Tool to alert Prodigy Staff of the
connection problem with your access number. Then utilize
the Prodigy
Phone Directory
or Prodigy Phone
Wizard to locate
an alternate number to access Prodigy Internet. If you do
not want to use an alternate number, try again later.
NOTE : Prodigy Services Co. is not
responsible for any charges incurred while accessing a Prodigy
access number.
Slow
Modem Connection Speed with Prodigy Internet
Document ID: E0543D8DCO
SYMPTOM
- I have a 56Kbps ,33.6 kbps
or 28.8 kbps modem, but my connection speeds are always slower
than my modem is capable. Typical connections are 21,600 to
43,000 kbps
CAUSE
- There is a distinct difference
between a slow Internet site and a slow connection. In the first
instance, the Internet site, the server from which data is being
requested, might be very busy or the bandwidth of the site may
be too little for the traffic they are getting. In this case,
pick a quick site that has plenty of bandwidth like Yahoo and
see if it is also slow.
- If it is, then you have a
slow connection.
- If not, then there is nothing
wrong with your connection. Check out Routing Policies below
for some additional information on why some sites can be very
slow.
RESOLUTION
- Slow Connection Resolution
Modem not installed correctly
Actually, before you can do
any other troubleshooting of a connection problem, it is a good
idea to ensure your modem is working correctly and that it is
configured correctly. Modems are one of the hardest accessories
to install correctly in a computer so it is not surprising that
incorrect installation and configuration is the number one cause
of connection problems. You may need to ensure that your modem
is not conflicting with any device, especially any legacy device
that was not designed for the Windows 95 operating system architecture.
Additionally, if your modem is using a generic modem driver
for the connection your connection speed may be affected. In
both cases, contact your modem manufacturer to ensure the modem
is properly installed and using the latest connection driver
available.
Incorrect Modem Settings
A slow modem connection may
be caused by an improper speed setting in your connectoid. Ensure
your connectoid speed is set properly with the following:
1. Double click on My Computer
2. Double click on Dial-up
Networking,
3. Right click on the Prodigy
Internet Connectoid icon
4. Select Properties in the
popup menu.
5. Click the button labeled
"Configure." The maximum speed setting should be 19200
or 38400 for a 14.4kbps modem, 57600 for a 28.8kbps modem and
115200 for 33.6kbps and above.
Incompatible Modem Driver
Contact your modem's manufacturer
to obtain the latest modem driver available for your modem that
is compatible with a TCP/IP connection. If you have the latest
modem driver or are unable to contact your modem's manufacturer,
you may configure a standard modem driver included with Microsoft®
Windows 95/98 operating systems. (Note: systems configured to
use a standard modem driver may not connect at the highest speed
possible)
After you have installed the
new modem driver, configure the Prodigy Internet! connectoid
to use that modem configuration.
Noisy Phone Line
If your phone line is noisy
then your modem will slow down. First it will retrain to a lower
speed to reduce the number of transmission errors (which increases
performance but is still slower than if you had a clear phone
line) and in very bad cases it may necessitate the re-transmission
of data numerous times under the V.42 or MNP4 error correction
protocols. Each retrain forced by additional noise may take
up to 3 seconds and V.42 re-transmissions may take up to 30
seconds. The failure of either to complete within those time
periods may cause the modem to disconnect.
Your phone company is responsible
for maintaining and upgrading the phone lines both from your
home to the main line outside, and from the main line outside
to the switch. If any of the lines in between you and the switch
are old or not working properly, your connect speed will reflect
this. Call your phone company and ask if there is new fiber
between your home and the switch. If they say no, then request
that they upgrade the lines. You have the right to request this
from your phone company.
Cordless Phone
Some cordless phones constantly
drain power from the phone line, which interferes with modem
signals. Disconnect your cordless phones and reconnect.
Interference from speaker
Some U.S. Robotics Sportster
modems will connect at a lower speed if the modem speaker volume
is set too high. Turning off the speaker does not solve the
problem - it is necessary to turn the speaker volume down.
Windows MTU Problem
If you have a 28.8K modem,
you should be receiving data between 2.4K and 3.2K per second.
If you are only receiving it at between 1K and 1.6K then you
may be experiencing the Windows 95 MTU problem. MTU stands for
Maximum Transfer Unit and the default value is too large for
some modems running PPP. Microsoft's Dial-Up Networking 1.2
Upgrade will fix the problem and is available for download at
http://www.microsoft.com. This upgrade is not necessary if
you have installed Internet Explorer 4.0 or later.
How to determine if you need
the Dial-Up Networking Upgrade
1. Click My Computer
2. Click Dial Up Networking
3. Right click on a connectoid
and choose properties.
4. If you can choose Server
Types by clicking on a tab, you DO NOT need to obtain the upgrade.
5. If you can choose Server
Types by clicking on a button, you DO need to obtain the upgrade.
Slow Server Connection
Routing Policies
As the Internet has become
increasingly busy, some backbone providers (of which there are
20+) will drop the packets coming from and going to other backbone
operators during peak congestion periods. Even if a backbone
doesn't drop your packets it may route them out to some small
overloaded backbone operator to get them off their backbone
as quickly as possible. Everyone can play this game and soon
the packets are traveling down back alleys and country roads.
Since a packet has only a finite time to live (TTL), it may
die somewhere in the wastelands. There is nothing that Prodigy
Internet can do to resolve the congestion of the Internet, you
may want to logon to the Internet during a non-peak time to
enhance your connection performance.
There
was no response. The server could be down or is not responding.
If you are unable to connect again later, contact the server's administrator
Document ID: E2438854CO
SYMPTOM
I am attempting to connect to Prodigy
Internet and receive the error message "There was no response.
The server could be down or is not responding. If you are unable
to connect again later, contact the server's administrator"
CAUSE
This error may be caused by one
of the following : Incorrect
Dialer Settings Improper Modem
Configuration Intermittent
Site Problem
RESOLUTION
- Intermittent Site Problem
Use our Site Problem Reporting Tool to alert Prodigy Staff of the connection
problem with your access number. Then utilize the Prodigy Phone Directory to locate an alternate number to access
Prodigy Internet. If you do not want to use an alternate number,
try again later. NOTE : Prodigy Services Co. is not responsible
for any charges incurred while accessing a Prodigy access number.
Incorrect Dialer Settings
This error can be caused by incorrect
Call Waiting, Outside Line or Area Code settings. Make sure
that the dialer
settings are complete
and correct. NOTE : If you have a pulse line versus a touch-tone
line, you will need to refer to Using Prodigy Internet with a pulse line.
Improper Modem Configuration
The modem may not have been configured
properly during installation. First use NetAssist, then Marathon
Dialer if necessary,
to check the modem configuration.
The information in this article
applies to:
- Microsoft Outlook Express
version 4.0 for Windows 95
- Microsoft Outlook Express
version 4.0 for Windows NT 4.0
SYMPTOMS
When you post a message to
a newsgroup in Microsoft Outlook Express version 4.0, the following
error message may occur:
The mail server name cannot be found. Please check your mail account
settings, network connection, and TCP/IP configuration.
CAUSE
This error message can occur
if you carbon copy (Cc) a mail recipient on a newsgroup message
and Outlook Express is not your default e-mail program.
RESOLUTION
To set Outlook Express as
your default e-mail program, perform the following steps:
1. On the Tools menu, click
Options.
2. On the General tab, click
the "Make Outlook Express my default e-mail
program" check box to select it, and then click OK.
Additional query words: 4.0
My modem connects for 5-10 Minutes, then Disconnects.
1. Double Click on My Computer
Double click on DialUp Networking
Right Click on the connectoid(dialer)
Choose Properties
Click Configure
Note the COM Port your modem is set to, it may
be important later on.
The Maximum Speed should be set to one
increment higher than your actual modem speed.
(ie. If you have
a 14400Bps Modem, you would select 19200.)
Click on the Advanced
Button
Remove the Check from Use Error Control
Input the
appropriate Init String for your modem.
Click OK until you get
back to Dial Up Networking.
Retry your connection.
There is no dialtone. Check your connection
and try again.
1. Check to see that the phone line is plugged in.
The phone
line should be in the modem port that says line or telco.
2. Plug a phone in and ensure that the line is working.
3. Double Click on My Computer
Double Click on Dial-Up Networking
Right Click on the connectoid(dialer)t
Choose Properties
Click the Configure button.
Click on the Connection Tab.
Remove the check in Wait for dial tone before dialing.
Click
on OK, and OK again.
Illegal
Operation
An illegal operation is usually caused when
the memory and system resources of computer become used up. This
causes system to crash in addition to the illegal operation message.
To resolve, ensure that system is not running
more programs at the same time than it has resources to handle.
This depends on how much memory is on the system.
Edit or shut down unnecessary programs by pressing
CTRL-ALT-DEL. Here select programs that are not necessary at the
time.
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SYMPTOM |
When I am connected
to Prodigy Internet the computer gives me an illegal
operation error message and then closes down the
browser.
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CAUSE |
- Insufficient System
Requirements or Resources
- Unstable Operating
Environment
- Corrupt, lost
or damaged files on the hard disk
- Conflicting software
- Missing or Corrupt
Network Components
- Video Card Issues
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RESOLUTION |
Insufficient System
Requirements or Resources
Your system must meet the
system requirements for installing and operating
the Prodigy InternetTM kit you have installed.
Prodigy
InternetTM requires at least 75%
system resources free. Check the system resources
and raise them if necessary.
Unstable Operating Environment
You will need
to cold boot your computer and try again.
Corrupt, lost or damaged
files
Utilize
the Scandisk System Tool to determine if there are
any corrupt, lost or damaged files on your hard
disk. Refer to your Microsoft® operating system
manual or help file for assistance in running the
Scandisk System Tool.
Conflicting
software
Close any unnecessary applications from
the task list and ensure all fax software is disabled
and not in an auto-recieve mode.
Missing or Corrupt Network
Components
Prodigy Internet requires the following
network components to be installed on the system.
- Client for Microsoft
Networks
- Dial - Up Adapter
- TCP\IP or TCP\IP
for Dial - Up Adapter
If any of the preceding components are
not installed on your system, apply the appropriate
procedure to install the component. If all components
are present on your system, remove the components
, reset the system and install the components again.
NOTE : If you are connected
to a Local Area Network or your system dials into
other remote systems changes to your network components
could adversely impact these connections.
- Contact your system
administrator before making any changes to Intranet
components.
- Notate your TCP\IP
protocol settings before removing TCP\IP - Dial
- Up Adapter, if you have other dial up connections.
Video Card Issues
Contact your
video card manufacturer and ensure you are using
the latest driver available for your video card
that is compatible with the Internet browser you
use for Prodigy Internet.
Ensure you have the video card configured
to display using 256 colors.
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Vendor
Confidential Information on Prodigy |
Version 1 Kits
Customers' using
Version 1 kits may experience this error when attempting
to make new dialing locations. Advise the customer
to uninstall the Prodigy Internet 1 kit and install
the latest Prodigy Internet kit available from http://www.prodigy.com or send the latest kit
out on disk.
Corrupt
Software
If the customer is using the latest kit
available, advise the customer to uninstall all
the Prodigy Internet software and reinstall.
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Illegal
Operation in MSJAVA.DLL
SYMPTOM
When I am connected to Prodigy Internet, I constantly
get illegal operations in the MSJAVA.DLL file
CAUSE
- Insufficient System Requirements
or Resources
- Java JIT Complier
RESOLUTION
Insufficient System Requirements
or Resources
Your
system must meet the system requirements for installing and
operating the InternetTM kit you have installed.
Some Internet software requires
at least 75% system resources free. raise them if necessary.
Java JIT Complier
You will need to disable
the Java JIT complier with the following and try again.
1. Click on "My
Computer"
2. Click
on "Control Panel"
3. Click on the "Internet" Icon. You can access
this same area by launching the Internet Explorer and Click
on "View", then "Options"
4.
Click on the "Advanced Tab"
5. Locate the check box labeled
Java JIT Compiler enabled and deselect it
6. Click OK to save your changes and close
the dialog box
Illegal operation in WININET.DLL
SYMPTOM
I am trying to install Prodigy
Internet and receive an error message "Illegal operation
in WININET.DLL" and the installation stops.
CAUSE
RESOLUTION
Insufficient System Requirements
or Resources
Your system must meet the
system requirements for installing and operating the Prodigy
InternetTM kit you have installed.
Prodigy InternetTM requires at least 75% system resources free.
Check the system resources and raise them if necessary.
Invalid Cached Page
Known Microsoft Problem
If the error is not resolved
by the preceding solutions. You will need to contact Microsoft
at http:\\www.microsoft.com for additional assistance.
The modem is already in use by another dial-up
networking application
1. Hit ALT-CTRL-DEL Simultaneously.
Look for, and End Task on any communications programs that may be
running.
If in doubt, end task on everything but Explorer and Systray.
(Repeat until all programs are closed.)
Retry the connection.
2. Double Click on My Computer
Double Click on Dial-Up Networking
Right Click on the connectoid(dialer)- choose properties
Click on configure.
Click on the connection tab
Click on Advanced
Ensure that the Modem Init String in Extra Settings is valid.
If in doubt, remove the string (write it down first) and retry the
connection.
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