Back to Home | PC and Internet Help | Email me | Contact Form

	Installing the Software Problems installing the software usually revolve around low system resources, especially low hard drive space, low memory, and older processors. Usually, InstallShield will give you a specific error code which you can look up to investigate... If you suspect bad diskettes, make sure you run a scandisk on the suspected disk.
	Sample Errors:	"General File Transfer Error" "InstallShield Errors (#100-3000)" "The file xxxxxxxx.yyy could not be found on the Win95 CD-ROM." "Your system is configured for another Domain Name System (DNS) server."
	Troubleshooting:	Make sure their computer meets the minimum system requirements. Make sure they have sufficient hard drive space for installation. Make sure there are both C:\TEMP and C:\WINDOWS\TEMP directories. Look in the InstallShield Error Codes page for the precise error code.

	1. Computer Initializes the Modem Modem initialization problems are usually caused by multiple devices in the system that are conflicting, or an incorrectly installed modem. Winmodems will also bring initialization errors and "in use" warnings when they are not installed properly.
	Sample Errors:	"Error opening COM port." "Unable to initialize the modem." "The modem is in use by another device or Dial-up Networking application."
	Troubleshooting:	Use Modem Diagnostics in the Win95 control panel to insure the modem is functioning properly. Use Terminal in Win3.1 to type AT and hit enter to make sure the modem is operating. Make sure the correct modem is installed properly. If the modem is a Winmodem, it may not be properly installed. Make sure the correct modem is selected in the connectoid configuration. Record the current initialization string and try a new one for that modem (or "AT&F" or "ATZ").

	2. Modem Dials Problems with dialing most times is due to special phone service like Call Waiting (i.e. customers disable call waiting on a line that does not offer that function, then the modem hears the fast busy error as an actual busy signal.) Problems here can also arise when they just enter their own phone number instead of the access number. It can also be due to the modem not being plugged into the proper wall jack, or vice versa.
	Sample Errors:	"No dialtone." "The phone number is busy." "The computer you are dialing is not answering."
	Troubleshooting:	Have the customer check the phone cables to the modem. Plug a handset in the same jack as the modem and try dialing the number manually. ("No dialtone") Make sure the customer is dialing the correct phone number. ("Busy") Make sure the customer does not have Call Waiting disabled twice, once in the phone number in the connectoid, again in Dial Properties. ("Busy", "Not answering") Check the Cancel a Call if Not Connected Within... setting in connectoid Configuration. (Make sure it is set to 90 seconds.) ("Not answering") Make sure the customer is not attempting to dial long-distance. Dial the same number the customer is dialing from your station to make sure the POP is answering. Make a new DUN connectoid and properly configure it.

	3. Modems Handshake The handshake is the point where both modems synchronize at the highest, error-free baud rate. They start out at the highest speeds (including X2/K56 connect attempts), then drop in speed until they find a compatible speed, and this fluctuation continues throughout the call. When handshaking fails, it could be due to the actual phone lines, the phone cable configuration behind the computer, line noise, and incorrectly installed modems or incorrect/damaged modem drivers.
	Sample Errors:	Repeated squelch cycles until the computer disconnects, saying "The computer is not answering." Initial connect tones but no subsequent squelch, resulting in a steady tone.
	Troubleshooting:	Win95 - insure that the modem is installed properly, find a different init string. Win31 - select the modem as a Standard or Hayes Compatible modem of equal speed. Reduce the port speed and maximum modem speed. Make a new DUN connectoid and properly configure it.

	4. PPP Connects to the Server After the modems handshake successfully, the Point-to-Point Protocol (PPP) engages and begins communicating with the server computer. Scripting errors with SNET can cause problems here. Problems here can also result from not having PPP selected for the Type of Dial-up Server under DUN properties, the modem not being able to handle the PPP negotiation (which may require a manual login window), or conflicting protocols.
	Sample Errors:	"You have been disconnected from the computer you dialed." "Status: Disconnecting." "DUN was unable to establish a compatible set of network protocols." "DUN was unable to complete a connection to the server." Garbage characters immediately flooding across a manual login window. "The script c:\program files\netscape\navigator\program\isp.scp cannot be found."
	Troubleshooting:	Enable a manual login window. Make sure Type of Dial-up Server in connectoid properties is set to PPP... Make sure the customer is set to Server Assigned IP Address in the TCP/IP Properties in the connectoid. Make sure extraneous protocols are not enabled in the connectoid Server Types. Make sure error-control and flow-control settings are correct in Advanced Properties under connectoid configuration. Remove the script file reference from DUN connectoid Scripting tab or Dial-up Scripting Tools. ("Script Error") Make a new DUN connectoid and properly configure it.

	5. PPP Verifies the Password with the Server Problems with password verification usually center around just that, the password or the account itself. Approach these problems with the assumption that something is wrong with the loginID, password, or the way the customer is entering this information. Also, verify that the connectoid is configured properly.
	Sample Errors:	"You've been disconnected from the computer you dialed." (After seeing "Verifying user name and password..." during login process) "A connection was established, but was unreliable and was terminated." "DUN was unable to establish a compatible set of network protocols." "Unable to negotiate dial-in connection."
	Troubleshooting:	Use the password verification tools to insure the customer's account is working properly. Check that the customer has entered the login ID and password in all lowercase letters. Push the customer's password to a different password, then to their original password, or simply change their password to a temporary password. Enable a manual login window in the dialer/connectoid. Try connecting with the customers userID and password from one of the manager's stations in the call center. Make a new DUN connectoid and properly configure it.

	6. TCP/IP Protocol Connects with the Server Problems with this step center around the Transmission Control Protocol / Internet Protocol, the TCP/IP set, which handles the transfer of data to and from applications back and forth to the internet through the server PPP connection. TCP/IP can be adversely affected when computers freeze online, when a connection drops in an unusual way, or even overclicking the browser back/forward buttons. TCP/IP can also be affected by other protocols under the Network Control Panel, such as IPX/SPX, NetBEUI, and the infamous AOL Adapter and AOL TCP/IP, or other protocols being selected under Server Types in the connectoid properties.
	Sample Errors:	"TCP/IP: No route to host." "You've been disconnected from the computer you dialed." "DUN was unable to establish a compatible set of network protocols."
	Troubleshooting:	Check the DUN connectoid to insure that the Server Types settings are set correctly. Check the DUN connectoid TCP/IP settings to insure it is set to Server Assigned IP Address. Check the Network Control Panel to insure no extraneous protocols are competing with TCP/IP. Check the TCP/IP Properties under the Network Control Panel to insure the settings are correct. Uninstall and reinstall the TCP/IP protocol, making sure the OS says that it is "copying files". Check to see if the customer has installed any internet-assistance programs like Net.Medic or anything designed to "make their internet run faster". These programs will often install their own version of WINSOCK.DLL and this will cause subsequent problems with the TCP/IP connection. Make a new DUN connectoid and properly configure it.

	7. Browser Client Starts Loading Problems in this particular stage usually relate to another version of Netscape Navigator already being present on the system when the software was installed. The NETSCAPE.INI file, if not removed in an uninstall, will cause these errors upon reinstallation. Usually the affected areas can simply be redirected to new folders... sometimes it requires a thorough search and destroy of all Netscapes and then the reinstallation of our Netscape.
	Sample Errors:	"Unable to open outgoing mail file." "NETSCAPE.LCK cannot be found." "Unable to locate cache, mail, or news folders." "Couldn't open FCC file." Software continues to load to the online registration page.
	Troubleshooting:	Open the browser program, redirect the Cache, Mail, News, and bookmark and address references to their proper location on the hard drive. Click Find | Files or Folders, search for NETSCAPE.EXE. This will show you how many full installations of Netscape are residing on the system. If necessary, uninstall each individual Netscape, clean out the system of any extraneous temp files, program files from Netscape, and the Netscape folders, and then reinstall. If they continually load to the online registration page, they may need their home page location redirected and a new dialer created for them.

	8. Browser Client Access the Internet (TCP/IP) Problems here are almost always because the customer is not successfully connected to our network. Otherwise, they either involve the browser client itself having general problems or the interface between the browser and the ShivaPPP or DUN dialer. Using PING, TRACERT, and WINIPCFG (95) or IPCONFIG (NT) are invaluable to establishing where the problem actually lies in the system.
	Sample Errors:	"Unable to locate the server, the server does not have a DNS entry." "Document: Done." Gray Netscape window with no activity. "Connect: Contacting host..." "Invalid Page Fault in module NETSCAPE.EXE." "General Protection Fault in module NETSCAPE.EXE." "Connection reset by peer."
	Troubleshooting:	If information is not appearing in the browser, you should immediately have the customer run PING for several sites and WINIPCFG to determine whether they are connected to the network. If they are connected successfully, but are not receiving information, verify that the Memory and Disk Cache settings under Network Preferences in Netscape are set to a sufficient level. Make sure the customer is not only receiving this error message for a few sites... if so, those particular sites may just be down temporarily. If Invalid Page Faults or General Protection Faults, make sure all other programs are closed before running the Netscape software. Make sure that the Netscape program is not set to load automatically to the Mail Client in General Preferences. General Protection Faults and Invalid Page Faults can also occur in Netscape due to faulty video card drivers. Check the Device Manager (95) or Windows Setup (3.1) for their video card type. S3 Trio 64 cards especially will cause this error. Make sure the customer's computer meets the minimum requirements. Make sure the browser and dialer software is not set to use a Proxy server. Check the modem and port configurations for the computer to make sure that the speeds and buffers are not set too high. Find Files or Folders and look for "winsock.dll". Windows 95 users should only have WINSOCK.DLL located in their C:\WINDOWS\SYSTEM and C:\WINDOWS\SYSBACKUP folders, and should be 41k or 42k in size. Rename others if they are found and the customer is using Win95 software. Windows 3.1 users (as well as Windows 95 users using Windows 3.1 software) should only have a WINSOCK.DLL file located either in the C:\NETSCAPE or C:\SNET folder. Rename other WINSOCK files if they are located elsewhere.

	9. Mail Client Accesses the Internet (TCP/IP) Like the previous area, problems here will usually result from customers not being successfully connected to the network before the particular program begins. Using PING, TRACERT, and WINIPCFG and IPCONFIG are also useful tools to find out whether the problem is the dialing system or the client itself.
	Sample Errors:	Cannot see their email messages. "General Protection Fault in module NETSCAPE.EXE." "Invalid Page Fault in module NETSCAPE.EXE." "Unable to locate the server pop/smtp.xxxx.net, the server does not have a DNS entry." "Password supplied for POP3 user <emailID> is incorrect." "Receiving Message 2 of 7... (and freezes)" "No new messages on server."
	Troubleshooting:	If a customer goes to retrieve their mail and it freezes saying "Receiving Message 2 of 7..." (or Receiving Message x of y and stops progressing) they probably have a very large email message that is essentially "clogging" the pipeline. Take them into Mail and News Preferences, to the Servers tab, and set their "Maximum Message Size" to a size of 50KB. Then have them try again. If the mail continues to freeze while downloading, they may need an email unclog. If a customer simply does not know how to read their email, or cannot see their messages, make sure they have maximized the Netscape Mail window to cover the entire screen. Often their window is just too small to show all the fields. If the customer can browse anywhere on the internet, yet it is unable to locate the mail server when checking mail, first have the customer attempt to PING both the mail server hostname and the IP address to insure that the mail server is actually functioning properly. If so, you may need to switch the Incoming and Outgoing mail server addresses to a different setting. Both of our clients have both pop/smtp server addresses (like pop.snet.net) and a mail address, (like mail.fuse.net). You can also try putting the IP address numbers to the mail server instead of the usual URL address. If the customer is getting a password entry dialog box when checking mail, insure that in Netscape Mail and News Preferences, under the Servers tab, that their POP3 User Name is identical to either the login or email name they need to use. If necessary, check their password and change it in the appropriate method to insure it is the same as they think it is. Also, go to the Organization tab, uncheck "Remember Mail Password", and then have them try again. Sometimes the password on record is an incorrect one. If they have mail waiting for them on the server, yet it still says "No New Messages on Server" when they get their mail, try closing Netscape, finding the POPSTATE.DAT file on their computer and deleting it, then restarting Netscape to try again. If it is a "POPLOCK Busy" error, the customer may be clicking to open the Netscape mail program, then clicking again on the "Get Mail" button, which essentially opens two connections into the mail server. Have them try opening the mail window, and wait to see if it automatically checks for messages when opening. You can also try closing Netscape, deleting the POPSTATE.DAT file, and tell them to wait another half an hour to an hour to allow their ghost image to disappear from the mail server. General Protection Faults and Invalid Page Faults when opening Netscape Mail or trying to get mail usually center around a corrupt mail folder. Rename the MAIL folder under the appropriate directory to OLDMAIL, then create a new folder in its place named MAIL. This is quicker than trying to redirect Netscape Mail to create a new mail folder, which often does not function properly. General Protection Faults and Invalid Page Faults can also occur in Netscape due to faulty video card drivers. Check the Device Manager (95) or Windows Setup (3.1) for their video card type. S3 Trio 64 cards especially will cause this error.

	10. News Client Accesses the Internet (TCP/IP) Problems here are also either related to being successfully connected, the client itself, and the client/dialer interface. Problems here can also result from customers attempting to use a News server through a proxy.
	Sample Errors:	"Unable to locate the news server, nntp.xxxx.net, the server does not have a DNS entry." "You have no permission to talk. Goodbye!"
	Troubleshooting:	Verify that they are connected to the internet using PING and WINIPCFG. Change the news server address that is being sought out... change it from nntp.isp.net to news.isp.net or the exact opposite. Try setting the IP number for the news server instead of the hostname URL. If they get the "No Permission to Talk" error, they are running through a proxy server and will most likely not be able to get the newsgroups. Have them consult their Network System Administrator.

	11. Disconnecting From the Internet Problems here can result from a number of different causes. Depending on the exact type of the disturbance, disconnection problems can result from damaged drivers
	Sample Errors:	Windows freezes while disconnecting. Gets disconnected, then cannot reconnect to the internet. Intermittently gets disconnected while using the internet. After being on the internet, Windows freezes on "Please wait while Windows shuts down" screen.
	Troubleshooting:	Problems where they are online normally, then get disconnected unintentionally, are usually due to problems with the connection between the two modems. Excessive noise on the line or any sort of electrical feedback may cause this to occur. It can also be momentary noise or gain spikes on the line that could cause it. Make sure their modem is connected directly into the wall jack with a maximum 6 foot length phone cable. Make sure they are not using any devices that connect the phone cables to an electrical outlet (wireless phone jacks, surge protectors, power strip with built-in surge protector, etc.). Search for an initialization string for the exact type of modem they have. (Be sure you record what you are switching it from to what you are switching it to.) Try setting the modem maximum speed and port speeds down or adjusting the FIFO buffers. If Windows actually freezes completely once the disconnect process begins, go to the Control Panel and select Network, then double click the TCP/IP protocol and make sure that on the WINS Configuration tab, Disable WINS is selected. Also, find the VNBT.386 file and rename it, then restart the computer. If they get disconnected from the internet, then receive errors when trying to immediately reconnect, first have them shut down their computer and restart and try again. If this does not make a difference, the Client for Netware Networks, IPX/SPX Compatible Protocol and NetBEUI Protocol may need to be removed from Control Panel | Network. Freezing on the shut-down screen can indicate a conflict with the new Winsock 2.2.

Back to Home | PC and Internet Help | Email me | Contact Form