This chapter answers common questions about Netscape
Navigator Dial-Up Edition, and offers some tips on how to get the most
out of Netscape Navigator and the Internet. This chapter also lists error
messages that might appear on your screen.
Please read this chapter before contacting Netscape
Technical Support. In the Navigator window, you can also click Help
| Frequently Asked Questions and Help | Release Notes to see
the latest available information. To find out what other support is available,
click Help | How to Get Support.
Depending on what type of system you have--Windows 95 or Windows 3.1--tips and troubleshooting vary slightly. This chapter is divided into two sections, one for each type of user:
This section contains the following subsections:
The Internet Account Server might be busy or temporarily
not accepting calls. Wait a moment and try again.
Many Internet service providers require a TTY
login--they require you to enter your user name and password each time
you connect.
If you have the Microsoft Scripting Tool, you can
create a script to automate the login process. Download the scripting tool
from this URL:
Then create a simple script using a text editor. For more information on how to create a script, see the Web page with the following URL:
Windows 95 automatically saves your password if
you are connected to a local area network. If your computer is not part
of a network, you can set your computer to save your password. To save
your password, click the Start button, point to Settings,
and click Control Panel. Double-click the Passwords icon,
click Users can customize their preferences and desktop settings,
and click OK. You'll need to restart your computer before this change
takes effect.
If you see this message, you probably have a pre-existing
DNS server configured in Windows 95. This happens if you are connected
to a local area network, if you previously set up Netscape Navigator Dial-Up
Edition with a different service provider, or if you configured another
dial-up connection through your Network control panel. You might have conflicting
configurations. You can manually reconfigure your system, and either disable
your DNS configuration or modify it.
Important: If you're
on a local area network (LAN), ask your network administrator how to handle
a previous DNS configuration.
If you're not on a LAN, you need to disable or modify DNS. To help you decide whether to disable or modify DNS, follow these steps:
You can keep your previous DNS configuration and also create an account with a new service provider. First, fix your DNS configuration so you can connect to the Internet Account Server:
After you set up a new account and disconnect from the Internet Account Server, you need to find the DNS address for your service provider's server:
After you find the DNS address, you need to enter
it into your DNS
configuration:
You'll see this message when you have a pre-existing
DNS address configured in Windows 95 or if you incorrectly entered your
existing service provider's DNS address in Account Setup Wizard. (You can
have a pre-existing DNS address if you're on a local area network, or if
you've previously used a different service provider.) In any case, you
can manually enter the DNS server address of the service provider you want
to use.
Important: If you're on a local area network, ask your network administrator
how to handle a previous DNS configuration.
Finding your service provider's DNS address
To find the DNS address for your service provider's
server:
Entering your service provider's DNS address
After you have the correct DNS address, you can
enter it into your DNS
configuration:
Make sure that you have the correct mail server addresses or host names. First call your service provider's technical support and verify the following:
Then, start Netscape Navigator and click Options. Click Mail and News Preferences, and then click the Servers page tab. Check the SMTP and POP server information entered there. Change the information if it isn't correct, and click OK.
Your phone line probably has a service, such as
Call Waiting, that interrupts your connection. Make sure you disable Call
Waiting. You'll get the same results if someone in your home picks up the
phone while you're connected.
Error messages are listed alphabetically.
You don't have Dial-Up Networking set up before trying to use Account Setup Wizard. To set up Dial-Up Networking:
You have not selected TCP/IP as the network protocol for your dial-up adapter (a way to connect to your service provider). You can reinstall Netscape Navigator Dial-Up Edition (TCP/IP should be installed automatically). With your Windows 95 CD or disks in hand, you can also install TCP/IP yourself:
You haven't selected a dial-up adapter (a way
to connect to your service provider). You can reinstall Netscape Navigator
Dial-Up Edition (Dial-Up Networking will be installed automatically).
See here for information
on this error message.
See here for information
on this error message.
First, make sure your modem is connected to your computer, plugged in, and turned on. You'll also see this message when you haven't selected the correct modem in Account Setup Wizard. To select the correct modem:
The possible causes for this message include the following:
Try another URL. If you keep getting this message
when you try other
URLs, you might have problems with your DNS configuration. Click here
for more information.
You are unable to connect to the remote modem.
This might be caused by excessive noise on the phone line. Try connecting
again in a few minutes, or see if your service provider has a second phone
number you can try.
If you've already modified your DNS configuration
and see this message, continue with Account Setup Wizard. If you see this
message and haven't modified your DNS configuration, follow the instructions
by clicking here.
This section contains the following subsections:
Win32s is an application that lets 32-bit applications
run under Windows 3.1. If you're using Win32s version 1.15 or earlier,
you need to make some changes before you can install Netscape Navigator
Dial-Up Edition: Either upgrade to a later version of Win32s, or disable
Win32s on your system. If you're using version 1.2 or later, you can install
Netscape Navigator Dial-Up Edition without making any changes.
First, determine which version of Win32s you have
by using one of the following two methods.
If you have Win32s version 1.15 or earlier and
you're certain that no
applications on your system require it, you can disable Win32s and install
Netscape Navigator Dial-Up Edition.
If you have Win32s version 1.15 or earlier and you
need it, you must upgrade to Win32s version 1.2 or later before you can
install Netscape Navigator Dial-Up Edition. To simplify upgrading, you
can disable your old version of Win32s, install Netscape Navigator Dial-Up
Edition, and then use Netscape Navigator to download a new version of Win32s.
After you download and install the new Win32s, then go back and enable
Win32s on your system.
To disable Win32s, edit the SYSTEM.INI file:
Important:If you're going to now install Netscape
Navigator Dial-Up Edition and then upgrade Win32s, remember to go back
and enable Win32s. Follow the previous steps, but remove the semicolon
instead of adding it.
If you have applications that require Win32s,
you'll need to upgrade to Win32s version 1.2 or later.
First, get the most recent version of Win32s (at
the time of this printing, version 1.30A) by downloading PW1118.EXE
from the Microsoft Software Library (MSL) from one of the following services:
Internet
Use Netscape Navigator:
CompuServe
You can also use CompuServe to get a recent version
of Win32s:
Important: If you previously disabled Win32s,
remember to go back and enable it. Follow the instructions under Disable
Win32s, but remove the semicolon instead of adding it.
Some modems aren't easily detectable. In this
case, you need to choose your modem manually from a list. Look in your
modem's documentation to find your modem's manufacturer and model name.
Then follow the instructions in Account Setup Wizard. See the next section
for more information.
Sometimes the Modem Wizard detects a modem other
than your manufacturer's. This can happen because different modem manufacturers
often use the same chips. Rather than detecting the specific manufacturer,
the Modem Wizard detects your modem's chip. For example, you might have
a US Robotics modem, and the Modem Wizard might detect it as "Rockwell
based WinRPI." The Modem Wizard detected the Rockwell chip in your
US Robotics modem. In this case, your modem was detected correctly and
it's fine to finish the
Modem Wizard.
If your modem brand and model name aren't in the
list of modems, first click Hayes Compatible in the Manufacturer
list. Then click a model with your modem's speed in the Model list.
If your modem fails to work (or "initialize")
after following the previous step, either click the Back button
in Account Setup Wizard until you reach the Modem Wizard, or run Account
Setup Wizard again. This time, select Generic Modem in the Manufacturer
list, and then click a model with your modem's speed in the Model
list.
The Internet Account Server might be busy or temporarily
not accepting calls. Wait a moment and try again.
Your modem probably isn't configured correctly. You can rerun Account Setup Wizard and make sure it detects the correct modem, or specify the modem and COM port yourself. To check whether your modem is configured properly, follow these steps:
If you don't see a blinking cursor, see OK on the screen, or hear a dial tone, your modem isn't set to use the correct COM port. Follow these steps to find the correct COM port:
You can rerun Account Setup Wizard and choose
your modem and COM port from lists, or you can enter the correct settings
in the Dialer. If your phone line needs
an outside-line access number (such as 9), make sure you enter it in Account
Setup Wizard or the Dialer.
Many Internet service providers require a TTY login--they require you to manually enter your user name and password each time you connect. With Netscape Navigator Dial-Up Edition, you can create a script to automate your login. The easiest way to create a script is to record the login process:
If your login script doesn't work, try recording a new script. Or you can try to find what's wrong with the current script by following these steps:
You can modify the script by clicking Edit Script on the General page of Dialer properties. For more information on scripts, see Tech Note #10122 on the Web page with the following URL:
If your phone line is noisy, your modem either
slows down to ensure good data transfer or retransmits information several
times. Try redialing first to see if you simply had a bad phone line. Use
the Dialer Statistics window to see if you experience overruns or
other errors.
In the Dialer, check
your service provider's phone number and make sure it's correct, and then
check that you're using the correct user ID and password. Most logins are
case sensitive so make sure your entries are correct.
An overrun error occurs when data comes into your
computer from the service provider faster than your computer can handle
it. As a result data is lost.
This problem usually occurs when you use a fast modem
with an 8250 or 16540 UART chip. The UART chip is on your serial board
and handles the flow of data through the COM port to your computer. Newer
computers should have serial boards that contain a 16550A UART chip. The
16550A chip can usually handle communications from high-speed modems. You
might want to upgrade or replace your serial board (usually an inexpensive
procedure) to the 16550A UART chip.
You can find out which UART chip your computer has
by clicking the Statistics button when connected. To reduce overruns,
go to the Modem page in Dialer properties, reduce your maximum port
speed setting, and connect again. Click here
for more information on the Dialer.
The most common reason for this problem is that
the service provider's phone line is busy or doesn't answer. If your provider
has two numbers, create a location using the second number. Then set the
Dialer to use the new location. Click here
for more information on the Dialer.
Also, you might have trouble connecting because the
phone line was noisy, so the Dialer disconnected. You might want to call
your service provider and make sure the connection is open.
In the Dialer,
make sure the location uses the correct phone number (including area code
and dialing settings). Check all options on the Locations property
page, including the Calling Card dialog box.
Your phone line probably has a service, such as
Call Waiting, that interrupts your phone line. Make sure you disable Call
Waiting by changing options in the Dialer.
You'll get the same results if someone in your home picks up the phone
while you're connected.
You're also disconnected automatically when your
computer is idle for a certain length of time. You can set the amount of
time allowed for inactivity on the General page of Dialer
properties.
It's also possible that your modem is trying to transfer
data too fast. Use the Dialer to slow down your modem's data transfer rate.
Click here for more information.
Make sure that you have the correct mail server addresses or host names. First call your service provider's technical support and verify the following:
Then, start Netscape Navigator and click Options.
Click Mail and News Preferences, and then click the Servers page
tab. Check the SMTP and POP server information entered there. Change the
information if it isn't correct, and click OK.
If you're using a PCMCIA modem card that supports cellular phone lines, you can use your modem with either a cellular or regular phone line. However, some PCMCIA modems need to be initialized differently depending on whether they use a cellular or regular phone line.
Error messages are listed alphabetically.
You tried to dial in while the Dialer was already
trying to establish a connection. Wait until the current dial-in session
is finished, and then try again.
The Dialer connected successfully with the remote
access server but could not verify that your dial-in name and password
are correct because the remote server disconnected. This can happen if
your name and password are incorrect, if there is too much noise on the
telephone lines, or if there is some other unknown interruption.
Make sure your user name and password are correct,
and then try again. If you're not sure that your password is correct, enter
it again in the Dialer. If this problem
persists, contact your service provider to verify that the remote access
server is operating correctly and that your user name and password are
correct.
The Dialer connected successfully with your service
provider but you tried to connect with the wrong password too many times.
Your service provider sets the maximum number of times you can try to connect
with an incorrect password. When you exceed the maximum number of attempts,
you should contact your service provider to verify your user name and password.
This error might be caused by one of the following reasons:
The Dialer failed to connect with your service
provider for some reason, and Netscape Navigator couldn't complete its
task. (For example, it couldn't find your home page because you weren't
connected to the server where the page is stored.) First close the Navigator
window. Double-click the Dialer icon to connect to your service provider,
and then double-click the Netscape Navigator icon to start Navigator.
It's also possible that there are a lot of people
using the same Internet service provider and the server has too much traffic,
making all connections slow.
You must restart Windows after completing Install
Wizard. Save any unsaved data, and close open applications. Then restart
Windows.
The port speed set in the Dialer Modem properties
isn't a valid speed. Valid port speeds include 19200, 38400, 57600, and
115200.
Another application is using the COM port for your modem. It's also possible that another application didn't close the COM port when it was done using it. This can happen if the other application closed unexpectedly (such as after a General Protection Fault or Application Error). To solve this problem, follow these steps:
Another application is using the COM port for your modem. It's also possible that another application didn't close the COM port when it was done using it. This can happen if the other application closed unexpectedly (such as after a General Protection Fault or Application Error). To solve this problem, follow these steps:
The Dialer couldn't access your modem. This can
happen if you incorrectly set up your modem or if you moved your modem
from one COM port to another. Reconfigure your modem by using the Change
Modem button in the Dialer Modems property page.
The Dialer couldn't use the COM port you selected
for an unknown reason. Try choosing a different COM port or click the Change
Modem button on the Modem properties page to redetect your modem.
Then try dialing again. You can also restart your computer and try again.
There is a problem with the Microsoft Windows
virtual communication device (VCD) driver. After Windows 3.1 was released,
Microsoft added two new services to its VCD driver. These new services
let a virtual device driver claim ownership of a COM port so that no other
application can use it. The version number of the new VCD driver was 3.11,
and Microsoft included this version with all releases of Windows after
3.1.
The DIAL.386 driver included with Netscape
Navigator Dial-Up Edition uses the services in the new VCD driver to make
sure no other application uses the COM port while it is being used. The
Dialer checks the VCD driver to make sure it is Version 3.11 or later before
using these new services.
A problem can occur when another company has released
their own version of the VCD driver that appears to be Version 3.11 or
later but that doesn't support the new services. When this happens, the
previous error message appears.
To avoid this error message in the future, make sure
you are using ShivaPPP Version 3.5 or later. Go to the Dialer properties
dialog box, and click the About page
tab. Then add the following section and line to your SYSTEM.INI
file (usually found in your C:\WINDOWS directory):
[ShivaPPP]
ClaimPort=0
This entry tells the Dialer not to use the VCD
driver regardless of which
version it is.
The COM port cannot be used. This can happen if the COM port you selected has been configured with an incorrect port (or I/O) address or IRQ number. To solve this problem, first find the correct settings:
Now you can configure the COM port with the correct settings:
The number you entered in the Advanced dialog
box for the IRQ number for the COM port is incorrect (see the previous
error messages). In general, COM 1 uses IRQ 4, COM 2 uses IRQ 3, and COM
3 and COM 4 are selectable. To find out the correct IRQ setting, click
here. Then enter the correct number.
The Dialer cannot find the MODEMS.INI file that contains a complete listing of all the modems you can use. If you moved this file, move or copy the file back into the NETSCAPE\DIALER directory. If the file has been deleted, reinstall Netscape Navigator Dial-Up Edition, and run Account Setup Wizard again.
The Dialer established a connection with your service provider's modem but was unable to establish a connection with the remote access server. This can happen for any of the following reasons:
The Dialer couldn't open the Statistics window
because there wasn't enough system resources to do so. Try closing other
applications.
This error might be due to one of the following reasons:
You are unable to connect to the remote modem.
This might be caused by excessive noise on the phone line. Try connecting
again in a few minutes or see if your service provider has a second phone
number you can try. (See Creating a location
for more information on using a second phone number.)
Another application is using the COM port for
your modem. If there is a modem on another COM port, close the application
that is using the COM port, and then try to dial again. Otherwise, specify
the modem and available COM port you want to use on the Modem page
in Dialer properties dialog box. (See Changing
modem settings.)
It's also possible that another application didn't
close the COM port when it was done using it. This can happen if the other
application closed unexpectedly (such as after a General Protection Fault
or Application Error). To remedy this problem, exit and restart Windows,
then try to connect again. You might also have to restart your computer
to reset the modem. You can also try turning off your machine and modem,
and then turning them on again.
You are approaching the maximum time allowed by
your service provider for your connection. You should finish your work
as quickly as possible because you'll be disconnected soon. You can reconnect
later.
The files ShivaPPP needs were not loaded when you launched Microsoft Windows. This is because of one of the following reasons:
device=c:\netscape\dialer\dial.386
The previous line might differ if you installed
in a directory other than the default. See About
this book for more on conventions used in this book.
The Internet service provider closed your dial-in
connection, possibly because your computer was idle for longer than allowed.
Try to redial. If this error continues to appear, there might be a problem
with the service provider; contact their technical support for assistance.
Check the Dialer
Modem properties to make sure you have specified the proper COM port
and modem. Make sure the phone number you have entered is correct, and
that it includes any access codes needed to place a call from your location.
For example, many office telephone systems require dialing a 9 before any
outside number.
It's also possible (but very rare) that the service
provider's modem is down. If you think this is the case, try calling later
or contact the service provider.
Your connection closed for unknown reasons. This
can happen if the modem was suddenly disconnected, or if the telephone
connection between your modem and the remote modem was cut off. You need
to redial to reconnect with your service provider. If you aren't successful,
contact the service provider to report the problem.
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