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Troubleshooting Tips
Please ensure you have correctly configured your Computer. Instructions for popular Computer systems are available for:
If you are unable to establish a connection after checking your Computer configuration, please consult the following troubleshooting tips:
Difficulty connecting to the telephone number
- Make sure you dial the required Prefixes and Local Dial Code for the region. Many hotels or Telephone Systems require you to dial a number to get an Outside Line.
- When dialling, pick up the phone and dial the number yourself. You may hear a message explaining the problem. For example, the hotel Telephone System may be overloaded or the local Telephone Exchange may be busy.
- Make sure you have the correct Modem or Connection Method specified in your configuration settings.
- Make sure PPP is selected in your TCP/IP configuration settings.
- Make sure you have the correct DNS entries in your configuration settings.
No Dial Tone or Modem sound
- Make sure there is a phone line available, the phone line is working, and that the phone line is connected to the Modem.
- Check to see if your Modem is powered, switched on, and connected to your Computer and Telephone System.
- Make sure the Modem volume is not turned off or disabled.
- If the Telephone System is a digital system instead of an analogue system, you will need a special adapter to connect. Alternatively, you could also request access via a Fax line as it must be an analogue system to function with most typical Modems.
- Sometimes, Dial Tones from different parts of the World are interpreted differently by your Modem. An example could be where your Modem assumes the phone is busy when in reality it is a pulsing Dial Tone. Try setting your software to not detect a Dial Tone when dialling.
- Check your software to ensure you have the correct Modem selected.
- You may not have a Modem in the Computer. If that is the case, you need to install one.
Continuing to hear loud Modem noise while trying to connect
- The phone line might already be in use. Check it is not in use.
- The Modem volume may be set too loud. Turn down the volume or consult your Modem manual for instructions.
- The Modem may not be negotiating properly. Manually set the Modem after consulting your Modem manual for instructions.
Error message saying incorrect Password
- Verify that the UserID, Password, DNS and Mail Server entries have been correctly entered. Most problems are caused by typing errors in these configuration settings.
- Make sure your Caps Lock key on your Computer keyboard is not depressed and ensure you have entered your UserID and Password exactly as it was provided to you.
- Make sure you are entering the correct UserID and Password. Remember that the UserID and Password for the Dialler software is different to the UserID and Password for eMail software.
- Your UserID may no longer be active. Please check with Technical Support in case your account has expired.
Busy signal when trying to dial
- Try to connect through another number, or if that is not an option, wait a few minutes and try connecting again.
- If you are using a hotel line in another Country, note that some have a sound just like a busy signal and your Modem may not be able to tell the difference. To avoid that problem, set your software to not detect a Dial Tone when dialling.
Password authentication is slow
- Authentications does not usually take more than a few seconds. If it takes more than 60 seconds, there is a problem.
- Your UserID may no longer be active. Please check with Technical Support in case your account has expired.
- Ensure you are using the correct Dial Script pertaining to your Modem configuration.
- Ensure you are dialling through your software and not directly on the Telephone System. Dialling outside of your software can cause connection problems if a required Dial Script is not used.
Dial Scripts are not running properly
- Ensure you are dialling through your software and not directly on the Telephone System.
- Ensure you are using the correct Dial Script pertaining to your Modem configuration.
No answer or a voice answers
- Your software probably dialled an incorrect number. Check that you are dialling correctly. Some software will try and add an area code when it is not required. You may need to add an international code as appropriate.
Connection drops or disconnects in the middle of a session
- Connections can be dropped as a result of Electro-Magnetic Interference (EMI) or a noisy phone line. This happens more frequently in countries with poor telecommunications systems or when the line you are trying to connect through has audible interference. Audible interference is often the result of nearby electronic equipment including mobile telephones. Try redialling the access number after moving your Computer away from any other electrical equipment.
- If you remain connected but are inactive, your software may automatically disconnect your telephone connection. This is controlled by your software. Check the settings for a Time Out period.
Access to the web is slow
- Connections can be slowed down by temporary Electro-Magnetic Interference (EMI) or a noisy phone line. This is often the result of nearby electronic equipment including mobile telephones. When the line becomes noisy, Modems communicate at a slower baud rate because the Modem has to correct for data errors.
System freezes or crashes
- Computers can freeze or crash for a variety of reasons. Most typical causes are memory shortages or software conflicts. They can also be caused by a Computer virus. In all cases, you should check with your Computer supplier for guidance.
Screen is blank
- Check that the Computer is plugged into an electrical power socket and that your Monitor is switched on.
- The Monitor may be in an energy saving Sleep mode. Try to activate it by moving the Mouse or pressing the Enter key.
Phone Plug does not fit Phone Socket
- There are over 30 different types of Phone plug throughout the World. If your Modem has a Phone Plug which is different to the Phone Socket in the Country you are using your Computer, you may require an adapter which is available from your Modem supplier.
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