Help
Document Number:4211 | Last Modified:01/03/97 | OS:Windows 95

Introduction

Netscape Navigator Personal Edition 2.0 relies on the built-in Microsoft Dial-Up Networking services of Windows95 to establish connections to the Pacific Bell Internet network. If certain components of Microsoft Dial-Up Networking have been improperly installed or configured, the Pacific Bell Internet registration process may fail to complete successfully. It is not uncommon to experience this problem even if your PC came with Windows95 pre-installed.

Error Messages

If you attempted registration and received one of these errors, you may be experiencing Dial-Up Networking trouble:

"The port was disconnected by the remote computer"

"Netscape is unable to locate the server: reggie.pacbell.net. The server does not have a DNS Entry."

These errors can be caused by Dial-Up Networking having been incompletely installed on your computer prior to installing Netscape Personal Edition.

"Unable to create RNA phone book entry for Netscape Reg Server!"

This error indicates that Dial-Up Networking is completely missing from the client PC.

Other errors resulting from this failure are:

"Unable to negotiate compatible dial-up protocol."

"Dialup protocol not configured."

Errors indicating the system cannot find a file ending in .dll or .vxd (such as "svrapi.dll")

Step 1: De-install Windows95 Dial-Up Networking

The most foolproof way to eliminate these problems is to de-install Microsoft's Dial-Up Networking components, then reinstall the Netscape Personal Edition software. When Netscape is installed on Windows95, it checks the system for the required network components. If they are not present, the installer program will prompt for the Windows95 system diskettes or CD-ROM.

The whole process should take about 20 minutes.

Important! Before starting this procedure, be sure that all of the Windows 95 system floppies (a minimum of 13 disks), or the Windows 95 CD-ROM are available! This procedure should not be used until the software disks or CD-ROM is available
  1. From the Start menu, choose the Settings menu item.
  2. Choose the Control Panel item.
  3. From the Control Panel window, Open the Network control panel.
  4. In the section labeled The following network components are installed, choose the Dial-Up Adapter item, and press the Remove button.
  5. Press OK. A window will appear prompting you to restart your computer. Press the No button.
  6. From the Control Panel window, open the Add/Remove Programs control panel.
  7. Choose the Windows Setup tab.
  8. In the list which appears, select the Communications item and press the Details button.
  9. In the list which appears, find the Dial-Up Networking item. Click the box immediately to the left of this item to un-check it. (NOTE: After this step, a window may appear prompting you "Do you want to remove Dial-Up Networking and all components that require it?" If it does, press Yes.)
  10. Press OK twice.

Step 2: Reinstalling the Netscape Personal Edition software

Now, you must remove, then reinstall the software to complete the process.
  1. From the Control Panel window, launch the Add/Remove Programs icon.
  2. In the box labeled The following software can be automatically removed by Windows, choose the "Netscape Personal Edition 2.0" item.
  3. Press the Add/Remove button, then the Yes button. Windows95 will de-install the software.
  4. You may receive a window prompting you to delete shared files. If you do, press No. A message stating "Uninstall successfully completed" will appear when the de-install is finished. Press the OK button.
  5. From the Start menu, choose the Shut Down menu item.
  6. Choose the Restart the computer? button, and press Yes. Windows95 will restart.
  7. When Windows95 finishes restarting, the Control Panel window will still be visible. From the Control Panel window, launch the Add/Remove Programs icon.
  8. Press the Install button.
  9. Insert either the Pacific Bell Internet CD-ROM, or the Pacific Bell Internet floppy disk labeled "Disk 1 Windows 95". (NOTE: Extra windows may appear if your hardware is configured to support autorun CD-ROMs. Contact Pacific Bell Internet's TechCenter if you need assistance with this.)
  10. Press the Next button. Windows will scan the disk to verify that it is the correct setup disk.
  11. When the Finish button appears, press it. Informative windows will appear as Windows prepares to install the Netscape Personal Edition software.
  12. A window titled "Welcome" will appear. Make sure no other Windows programs are running, then press the Next button.
  13. A window titled "Choose Destination Location" will appear. Make sure the "Destination Directory" box lists "C:\Program Files\PBI", then press the Next button. Contact Pacific Bell Internet's TechCenter if you need assistance with this.
  14. A window will appear prompting "Do you want to use Dial-Up Networking to create a dial-up connection to the Internet?" Make sure the Yes button is selected, then press Next.

    Important! You must reply Yes to this question in order to use the Netscape Personal Edition software.

  15. If installing Netscape Personal Edition from floppies, you will be prompted for Disk 2 and Disk 3 in sequence. When prompted, insert the next floppy, and press the OK button.
  16. A window titled "Insert Disk" will appear, prompting you to insert a Windows95 floppy disk or CD-ROM. Insert the requested disk, then press OK. Windows95 will install the necessary network components from the disk or disks. If installing from floppies, you will be prompted for additional disks, by number.
  17. A window will appear with the question "Do you want to restart your computer now?". Press the Yes button. to restart and complete this procedure.
  18. Pacific Bell Internet regrets any inconvenience caused by this limitation of Windows95.
  19. If you require further assistance, please contact Pacific Bell Internet's TechCenter at 1-800-708-4638 or send e-mail to support@pacbell.net.

Return to Error Message Index

Return to Help

Document #4211 - Error Messages indicating problems with Dial-Up Networking
(c) 1997 Pacific Bell Internet Services
Revision 0.3 Updated 01/03/97