Troubleshooting Guide: Hint Index

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Helpful Hints

HELPFUL HINT #1: CHECKING CONNECTIVITY

It may sometimes appear as if you have connected to our network, when you have not actually achieved a stable connection. There are various ways to confirm whether or not your computer is currently connected. Here are a few suggestions:

Attempt to browse, using either Netscape or Internet Explorer. Ideally, you should perform this test using Netscape. Try accessing a page which you do not regularly visit, such as the ABC Networks or Disney homepages. If the page is able to load, you are connected. (We recommend using a ‘new’ page so that your computer will not be able to pull this information from the cache.)
Attempt to ping or traceroute to a location outside their network. Any web site will work for these purposes: however, some sites will refuse or fail to return ping tests. Try sites which you know are accessible, such as Pacbell.net or Yahoo.com.
Attempt to send a test email, either to your own account or to a friend. This is not the fastest method, as mail is not always received immediately, but it should prove that our system is accepting mail from your location.

If you are unable to do any of the things listed above, you may not actually be connected to our network. Please disconnect and try connecting again.

HELPFUL HINT #2: DETERMINING CONNECTION TYPE

There are two primary types of DSL connection. A STATIC DSL connection is a connection in which your IP address, or address on the internet, is always the same. This IP is assigned to your service when it is first created, and will not change. A DYNAMIC DSL connection is a connection which changes IP addresses every time the computer connects to the internet. This IP address will be different each time you use your service.

Here are some steps which will help you determine whether you have a STATIC or DYNAMIC DSL connection:

Does your computer use an authentication program (such at Enternet 300) to connect to the internet? If this is the case, you have a DYNAMIC DSL connection. Please note: if you are using any authentication program besides Enternet 300, you will need to call Technical Support for further assistance. We are unable to offer on-line troubleshooting steps for any other authentication program.
If your computer does not use an authentication step to connect to our network, please refer to the following steps. It is important that you do not change anything during this process: we are simply determining type of service, not changing any settings.

Go to your Desktop.
Right-click on your Network Neighborhood icon, and select ‘Properties’.
Scroll down the screen which appears until you locate the TCP/IP bind statement. Double-click TCP/IP.
The screen which appears should have a tab labeled ‘IP Address’. Click on this tab. If you have a STATIC DSL connection, there will be a number entered in the IP address field. This is your permanent IP. If you have a DYNAMIC DSL connection, the box marked ‘Obtain an IP address automatically’ will be checked, and all other fields will be blank. Click ‘cancel’ and close all windows to prevent making any changes.

You now know your DSL connection type!

HELPFUL HINT #3: YOUR DSL ENVIRONMENT

Your DSL modem is a very sensitive piece of electrical equipment. As a consequence it, like most types of computer equipment, is not very resistant to extremes of heat or electromagnet radiation. There are many things that you can do to ensure a stable DSL service in your home. Here are a few suggestions:

If you have an external DSL modem, make sure your DSL modem is resting on a flat, smooth surface, such as a desktop, tile or linoleum. Do not put your DSL modem directly onto fabrics, such as a desk cover, cushion or shag carpeting. If your DSL modem is currently resting on a piece of fabric or carpet, you may be able to improve the reliability of your DSL connection by moving the modem onto a piece of wood or cardboard.
If you are seeing slower speeds at certain times of day, take a look at the overall environment surrounding your DSL modem. Is your connection slower when the sun is directly over your home? Try moving the DSL modem away from the windows, or placing it close to a fan. Does your DSL connection intermittently become erratic? Check to make sure that the loss of service does not coincide with another piece of electrical equipment being turned on, such as a vacuum cleaner or halogen lamp. If this is the case, you may want to consider installing a circuit breaker or power switch to provide your DSL modem with a smoother power source. Awareness of the area around your DSL modem and computer may greatly improve the reliability of your service!
Make sure that there are no halogen lamps or other ‘hot’ lights shining directly on your DSL modem. If you wish to determine whether or not a light is ‘hot’, ask the following questions:

does this light feel warm when my hand is held eight inches or more away from it?
is the bulb more than 120 watts?
is the light less than two feet away from my DSL modem?
If you can answer any of these questions with a ‘yes’, you may wish to move either the modem or the light.

Please also remember that, like any piece of electrical equipment, you should not allow excessive amounts of dust, animal hair or other debris to come into contact with your DSL modem.

These simple steps can help you maintain a faster, more reliable DSL connection.

HELPFUL HINT #4: DSL NETWORKS

Our basic accounts are designed to run on a stand alone machine, one (1) computer connected to the DSL Modem. It is not uncommon for the settings necessary for a LAN setup to conflict with the settings required for our software.

You can find all of the necessary network settings for PBI at the following location:

http://dialup.pacbell.net/help/config.html

Unfortunately, as there are so many different types of LAN configurations, we are unable to provide technical support for them. We suggest that you consult your system administrator to resolve problems.