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BROWSING AND EMAIL PROBLEMS

1. Is the problem intermittent or does it happen consistently?

 

Intermittent Consistently
  1. Get the IP address(es) that the user is assigned when having the browsing or email issue.
  2. Run a traceroute to that IP address(es).
  3. If the final hop ends up at LocalNet then begin to troubleshoot as you normally would. If the final hop does not end up at LocalNet then you will have to escalate the bad IP address(es).

 

 

Browsing Problem

1. Are you connecting first before trying to browse?
 
Yes No
  Have user connect and try it again. (Record any errors)
 
2. Have you tried any sites other than the homepage?
 
Yes No
 

  1. Do they have LN Express? If so, have the user connect and run the LNX diagnostics.

  2. Disable Firewalls

  3. Check the TCP/IP properties in the network, make sure DNS is disabled here (Win9x and Me only

  4. Verify they have the Windows cab files or CD (Win9x only).

  5. Remove and re-install TCP/IP (run the netsh command in WinXP).

  6. Remove and re-install the connectoid.

  7. Enable DNS in the connectoid.

  8. Remove and re-install DUN (Win9x and Me only).

  9. Have the user download Ad-aware or Spybot to a disk from another location and then install and run it on their computer.

  10. Limit the connection speed with the appropriate string (only if the user is connecting at a high rate).

  11. Refer to OEM.
Is the homepage a valid site?
 

Yes

No

  Correct the homepage and try again.  (This happens more often than you'd imagine...)

NOTE: If the user is connecting at a high rate and their actual problem is slow browsing or just some pages timing out rather an inability to browse at all, then you will want to try limiting their speed with a string earlier in the troubleshooting process.  These should be the only instances in which you would do this.