Troubleshooting

This appendix is designed to help if you encounter problems connecting to the Internet or to Web sites. It also explains the most common Internet error messages you'll encounter when you can't get to Web sites you want to visit.


Contents


Troubleshooting Overview

The first step in troubleshooting any problem is to write down any error message you receive. You should also try to remember exactly what you were doing when you received it. That way, if you do have to call for assistance, you can give technical support personnel as much information as possible.


Trouble Setting Up the Connection

If you're having trouble setting up an Internet connection, the troubleshooting steps you need to take vary depending on what option you chose when you ran the Internet Connection Wizard. The wizard offers three setup options to set up your computer to connect to the Internet: Automatic, Manual, and Current.

Automatic

This option is best if you don't already have an account with an Internet service provider (ISP). The wizard sets up your computer and gives you a choice of service providers.

If you chose this option and can't connect, the Internet Connection Wizard displays a Could Not Connect screen with a Help button. Click Help to open the Internet Connection Wizard Troubleshooter. This is the best way to solve problems setting up your Internet connection. It is also the best way to solve problems with your modem.

If you still encounter problems after running the troubleshooter, you can find product support phone numbers at the beginning of this book or in the Readme.txt document on the Internet Explorer Starter Kit compact disc or floppy disk. If you are trying to connect to the sign-up page for an ISP, contact the ISP's customer support.

Manual/Current

The Manual setup option is best if you want to connect to the Internet by using a local area network or if you already have an account with an Internet service provider (ISP) and need to set up your computer to use that account.

The Current setup option is best if your computer is already set up to connect to the Internet or you already have an account with an ISP. Choosing this option bypasses the Internet Connection Wizard and starts Internet Explorer the next time you click the Internet icon on your desktop.

If you chose either of these options and can't connect, the Internet Connection Wizard does not provide additional help. In this case, you should investigate two broad areas to find the source of your problem:

Check to see whether your modem is set up and working properly. For more information, see the next section, "Trouble with Your Modem."

Check to see whether you correctly entered the following account information in the Dial-Up Networking connection to your ISP.

If you don't know any of these, contact your ISP.

If you connect through a local area network (LAN), type the address of the Internet gateway computer (or proxy server) on your network. For more information, see your network administrator.

If the above steps do not solve the problem, call your ISP or network administrator.


Trouble with Your Modem

To determine whether you can't connect because your modem is not working or set up properly, ask yourself the following questions:


Common Internet Error Messages

When you're browsing the Web, whether by clicking hyperlinks, typing addresses in the Internet Explorer Address bar, or clicking an icon in your Favorites folder, you might not be able to get to the site you want. Instead, you'll see a Web page with a message and usually a number. Here's an explanation of the most common numbers and messages.


Where to Find Other Troubleshooting Information

This chapter provides general Internet troubleshooting information. You can find out more detailed information in all of the following places.

Readme documents

For more detailed troubleshooting information, see the Readme.txt on the Internet Explorer Starter Kit compact disc or floppy disk.

Online Help information

The Help in Windows 95 contains topics that can help you troubleshoot connection and Internet browsing problems.


Microsoft Knowledge Base

You can find helpful articles and other information online by connecting to the Microsoft Knowledge Base on the Web.

To connect to Microsoft Knowledge Base

After you're connected, you can easily look up your error messages and perform searches for solutions to other common problems.


Microsoft Product Support information

If you are unable to solve your problem through any other means, you can call the Microsoft Product Support telephone numbers, some of which are listed in the front of A Beginner's Guide to Microsoft Internet Explorer. A complete listing can be found in the Readme.txt online document on the Internet Explorer Starter Kit compact disc or floppy disk.


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