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
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.
n The name of your service provider
n Your name
n Your password
n The phone number you dial to connect to the Internet
n Your POP3 and SMTP mail server addresses
n Your domain Name System (DNS) server address
n Your IP address and subnet mask, if any
n Authentication procedure (whether or not your provider requires a terminal window to log on)
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.
To determine whether you can't connect because your modem is not working or set up properly, ask yourself the following questions:
n Is the modem attempting to dial? If it is dialing properly, you should hear a dial tone, followed by a sequence of tones, just like when you place a telephone call.
n If you can't hear a dial tone, check to see whether the modem is properly installed:
If it is an external modem, make sure it is turned on.
Make sure that the wire between the modem and the telephone jack is firmly connected to both outlets.
If the modem is an external modem, make sure it is attached to the correct COM port and that the power is on. For more information, see the modem topic in the online Help for your operating system.
Check to see whether the correct modem is installed, in the modem setup dialog box. For more information, see the modem topic in the online Help for your operating system.
n If the modem is connecting, are you able to log on? What do you see when you attempt to log on? If you can't log on, you most likely have a problem with the way your software is set up to connect with your ISP. For more information, contact your ISP.
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.
404 Not Found The browser found the host computer, but did not find the specific document you requested.
To resolve this, make sure you typed the correct address. The page may have been removed from the site, had the name changed, or been moved to a new location.
You might also try retyping the address but leaving off the file name. For example, if you were unable to find //www.microsoft.com/ie/sample.htm, try typing just //www.microsoft.com/ie/ to go one level up on the Web site.
503 Service Unavailable
The server for this Web site is too busy.
To resolve this, try viewing the page again after 30 seconds or so.
Bad file request
An online form or the HTML code for an online form has an error.
Connection refused by host
This is a version of the 403 Forbidden error. The Web site you requested requires special access permission, such as a password.
Failed DNS lookup
The Web site's URL couldn't be translated into a valid IP address. This error is common on commercial sites because the computers responsible for translating the IP addresses are overloaded. This can also be caused by typing the wrong address.
To resolve this, retype the address, or try again later when Internet traffic might not be as busy.
Helper application not found
You have attempted to download a file that needs a helper application, and Internet Explorer can't find it.
To resolve this, click the View menu, and then click Options. Click the File Types tab, and make sure the correct directory and file name are entered for the helper application. If you do not have a helper application, you can save the file to disk, and then obtain the helper application.
Not found
The page that the hyperlink points to no longer exists.
Site unavailable
Either too many users are trying to access the site, the site is down for maintenance, there is "noise" on the line, or the site no longer exists. This can also be caused by typing the wrong address.
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.
n If You Have Trouble Using Dial-Up Networking
n If You Have Trouble Using Your Modem
n If You Have Trouble Using the Internet (this topic is only available in recently acquired copies of Windows 95).
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
http://www.microsoft.com/kb/
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.