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Connection Problem

1. Do you hear the modem dial?
Yes No

Troubleshoot this as a “modem not responding” or “no dial tone” depending on the error number or message. (630, 666, 692, 777 or 680->NOTE: If they normally don’t  hear the modem dial because their modem sound is off, then skip to question # 3.)

 

2. Do you hear the handshake (fax like noise)?
Yes No

  1. Delete any old connections no longer being used.
  2. Verify it’s a LocalNet access #
  3. Verify the access # is being dialed correctly (disable “Use area code and dialing properties-> In LN CD Dialer).
  4. Make sure the phone line is hooked up correctly.
  5. Make sure the dialing type is set correctly as either Tone or Pulse.
  6. Dial the access # yourself to make sure it’s working.
  7. Have the user dial the access # on their handset to verify if there is a local routing issue with that #.

3. Does it make it to verifying username and password?
Yes No
  1. Delete any old connections no longer being used.
  2. Make sure that they are using a dialup account and not a mailbox only account to try and connect with.
  3. Verify it’s a LocalNet access #
  4. Verify the username and password in the Support Tools.
  5. Check their location (some area’s require the use of @localnet.com after the username)
  6. Make sure CAPS LOCK is off and Num Lock is on, then retype the username and password.
  7. Check the network stack, make sure TCP/IP->Dialup Adapter is installed. (Win9x and ME only)
  8. Change the password and retype it.
  9. Remove and Reinstall the connectoid.
  10. PWL Fix (Win9x and Me only)
  11. Limit the connection speed with the appropriate string. DRY TEST
  12. Remove and Reinstall DUN.
  1. Delete any old connections no longer being used.
  2. Verify the access # is being dialed correctly.
  3. Find the previous connection speed.
  4. Identify the modem and chipset.
  5. Limit the connection speed with the appropriate string. DRY TEST
  6. Remove any splitters or surge protectors on the line; also have the user replace the phone line used between the modem and wall jack.
  7. Refer to telco for a line test.
  8. Have user update their modem driver (OEM supported).

Note: If it’s an intermittent authentication issue, it may need to be escalated.