Subj:	Trouble Shooting for Mac


Total Access:

Registration
1. When dialing into 800 number to register, the Earthlink Dialer hangs on the message 
"authorizing connection..."

Lower the baud rate and try again.

2. If retrieving an account a message appears "... couldn't find the username
 or password supplied..."

Make sure that your caps lock key is not on and the spelling is correct and
case sensitive.

3. If the correct brand of modem isn't listed in registration setup, then
choose "default modem" setting., or set modem initialization string under 
"advanced" to AT&F or AT&F1.

After Registration

1. If the program appears to hang after it has started installing the Internet tools,
then go under the "finder" icon in top right hand corner and select "total
access registration" for it to continue.

2. If, after it restarts, not all the Internet tools are there, (such as
Eudora or Netscape) then check to see how much free memory there is. You will find this in the "About this Macintosh" section in the Apple menu. If there is less than 4 MB RAM,
then go to the control panels and to the memory control panel, select
virtual memory to increase the available amount, then retrieve the
account once more. If this doesn't resolve this problem, then remove Total 
Access completely (see Removing Total Access) and re-install.

3. If all icons appear to be present except for Eudora, then go under
"special" and select "arrange icons".

4. If when launching the "Internet Dialer", the error message "PPP is not
running..." appears, then go to the Mac TCP icon in the control panels and
make sure that Total Access PPP is highlighted, and then restart the
computer. If not solved, then search for other instances of "PPP" besides
Total Access and remove. Do the same for "SLIP".

If you found other instances of PPP or SLIP and removing them does not solve
the problem, then you should remove Total Access and re-install (refer to
"Removing Total Access").

5. Trouble logging in:
If you have just registered an account, wait 10-15 minutes for the databases
to be fully updated.

If the modems do not connect properly, then go under the "registration and
utilities" icon and click on "modem" and then "advanced" and set the modem
initialization to "AT&F1".  

6. To change the phone number, go to "registration and utilities" and select
"phone" and then "change number". A pull down menu will then be available
with the full list of phone numbers. To see if any new access numbers have
been added, select "update phone list" to have the modem dial and retrieve the
most recent list.

7. Removing Total Access:
Delete Total Access folder on hard drive.
Go to systems folder and delete Mac TCP DNR
In systems folder go to preferences folder and delete Mac TCP prep
and Mac TCP prep backup (if exists). Also delete Total Access folder here
and Netscape preferences (if desired).
Go to control panels and delete Mac TCP.
Go to extensions and delete Total Access PPP.


Config PPP:

The following contains the correct settings (in most cases) for the Mac TCP
and Config PPP control panels.
 
Mac TCP
Make sure PPP or Free PPP is highlighted.
Click on "more"
Make sure "obtain address" is set to "server".
Set "domain name information..." to:

earthlink.net         198.68.160.2     (set as default)
.                     198.68.160.2
.                     204.117.214.10
.                     199.2.252.10

All other settings (such as gateway) will be set when the dial-up connection
is made.

Config PPP
Select modem from list under "PPP server"

Out of the three choices: Terminal Window, Hangup on close, and quiet mode,
make sure the only one checked is "Hangup on close".

Make sure that "modem port" is selected or "internal modem" if you have a
PCMCIA card.

Click on "config"
Set port speed to be one level higher than real speed of modem,
eg: 14,400 modem then set it to 19,200
Set "flow control" to CTS only
Type in phone number from phone list provided for the dial-up access number
closest to you.
If "modem init" field is blank, then type in "AT&F1"

Click on "connect script"
Set the 2nd and 4th lines to "wait"
Put an "X" under "CR" on the right on the 1st, 3rd and 5th lines.
The top line should be blank.
Type "gin:" on the 2nd line (excluding the quotes).
Type your username on 3rd line (login name assigned to you).
Type  "ssword:" on 4th line.
Type the login password assigned to you on 5th line.

The username and password are case sensitive.

To connect click on "Open" and to disconnect click on "Hardclose"

Potential errors:

1.If "Open" is not grayed out, the check the Mac TCP control panel and make
sure that PPP is highlighted. If more than one icon has "PPP" in it, or
"SLIP" appears, then go to the extensions folder in the system folder on the
hard drive and remove the extra PPP or SLIP extension, and then restart the
computer. Make sure that only one extension remains, PPP.
 

2.If error message appears after dialing: "wait timeout, waiting on 'OK' "
then change the port speed to either the next highest or next lowest level.
If not resolved then change the modem init string to either "AT&F" or
"AT&F1". If still not resolved check extensions folder in system folder for
any extension involved with the modem, such as Global Village, and remove to
a temporary folder. Restart the computer and see if error remains when
connecting.

3.If frequent disconnects start occuring then try steps in number 2
If not resolved then delete PPP preferences in the preferences folder in the
system folder on the hard drive. You will then need to reset all the options
in the Config PPP control panel, following the guide at the beginning of
this section.