Troubleshooting and Error Messages

In most cases, installing Dial-Up Edition and connecting to the Internet will go smoothly. If you do encounter difficulties, however, read the information in this appendix.

Problems with installation

Using Apple Open Transport (Macintosh only)

If you're using Apple Computer's Open Transport networking software, you must have version 1.1 or later (version 1.1.2 is recommended). If you have version 1.0, you must upgrade it before you can install Dial-Up Edition. Contact your local software retailer or Apple Computer, Inc., for upgrade information.

If you have Open Transport on your Macintosh, even if you are not using it, the Dial-Up Edition Installer will not install MacTCP/IP. If you want to use MacTCP/IP rather than Open Transport (through the Network Software Selector), you must use MacTCP/IP 2.0.6, which is the version required by Dial-Up Edition. Alternatively, you can remove the Open Transport software from your Macintosh before installing Dial-Up Edition.

Problems using Account Setup

How do I start Account Setup?

(Windows 95 and NT) From the Start menu, choose Programs, and then choose Netscape Communicator. From the submenu, choose Account Setup.

(Windows 3.1) In the Program Manager, open the Netscape Communicator group, and then double-click the Account Setup icon.

(Macintosh) Double-click the Account Setup icon in the main Netscape Communicator folder.

If Account Setup still won't launch, reinstall Internet Setup from the Dial-Up Edition CD and restart your computer.

Trouble creating a new Internet account

If you are having trouble using Account Setup to start a new Internet account, review the following points and try again. If Account Setup gives you a message that says "Connection Error," read the explanation on the screen and refer to the appropriate troubleshooting topic in this section. Here are some general tips:

Make sure your modem is installed, connected properly, and turned on. If you are not sure whether your modem is set up correctly, see "Trouble with my modem," later in this section.

Verify that the correct modem type is selected in the Your Modem screen. Look in your modem's documentation to confirm its manufacturer and model name. If your modem is not listed in the Your Modem screen, choose Generic and your modem's speed (for example, 28.8 kbps). Also, make sure that you have selected the port that your modem is actually connected to.

If you need to use special dialing prefixes or codes--to turn off Call Waiting or to access an outside line before dialing, for example--be sure that you have entered the information correctly in the Special Dialing Instructions screen.

Try connecting again. Click the Connect Now button in the last screen of Account Setup. When you connect, follow the directions on the screen for establishing an Internet account.

The Internet Account Server might be busy. Try connecting again later.

Trouble with your modem

If Account Setup tells you that there is a problem with your modem, or if your modem won't dial, the problem is probably easy to correct. Here are some general tips:

Verify that the power switch of your modem is on. You might even turn the modem off and then on again, just to make sure.

Check the Your Modem screen in Account Setup. Look in your modem's documentation to confirm its manufacturer and model name. If your modem is not listed in the Your Modem screen, choose Generic and your modem's speed (for example, 28.8 kbps). Also, make sure that you have selected the port that your modem is actually connected to.

Make sure that your modem is connected properly. Look in your modem's documentation for details. In general, for external modems, one cable goes from the modem to the telephone wall jack, another cable goes from the modem to the telephone itself, and a third cable goes from the modem to the back of the computer, usually into the modem port (the modem port is marked by a telephone icon). On some modems, a power cord reaches from the modem to the wall power socket. Make sure all cables and the power cord are firmly plugged in.

Verify that your modem was installed properly. Some modems include special software that needs to be installed on your computer. If you are not sure about whether your modem includes special software, look in the modem owner's manual. If you aren't sure whether the software is present on your computer, reinstall the software according to the manufacturer's instructions.

No dial tone on the telephone line

If you use a voice messaging system provided by a phone company and your modem uses your regular phone line, you might need to get your messages before you can connect to your Internet account.

Some voice messaging systems alert you to the fact that you have new messages by changing the ordinary dial tone of your phone to a flashing dial tone (an on-off-on-off dial tone). When this happens, your modem, unable to detect an ordinary dial tone, can't dial out. The solution is to get your new messages. When you have heard and acted on all of your new messages, your normal, continuous dial tone will be restored and you can connect to the Internet.

Pick up the receiver of your phone and see if you can hear the dial tone. If you can't, then another telephone on the same line might be off the hook, or there might be something wrong with your telephone line.

Make sure that your phone line is plugged into your modem.

The Internet account server connection is cut off

Your phone line might have a service, such as Call Waiting, that is interrupting your phone call. Make sure you turn off Call Waiting in Account Setup. (If you are not sure how to turn off Call Waiting, contact your local telephone company or operator.)

It is also possible that you were disconnected automatically because your computer was idle for a certain length of time. Try reconnecting from Account Setup. Another possibility is that your modem is trying to transfer data too fast. Make sure you specified the right type of modem in Account Setup and reconnect.

Problems making or ending connections

When you quit Netscape Communicator you are no longer in the program, but you are still connected to the Internet. You also need to end your Internet connection. To end the connection, do one of the following:

(Windows 95) Click Disconnect in the Windows Dial-Up Networking window.

(Windows 3.1) Click Disconnect in the ShivaRemote Dialer window.

(Macintosh) Click Disconnect in the FreePPP Dialer window.

Error messages

Unable to connect: Not enough memory to launch Communicator

If you received a screen with this message when you tried to connect to the Internet account server or your Internet account, make sure that your computer meets the system requirements described in "System requirements".

You need at least 16 MB of RAM to complete Account Setup successfully. If you have this amount of RAM but can't complete Account Setup, here are some tips:

Make more memory available by quitting any other application programs that are running and closing open windows on your screen.

(Macintosh only) Turn on virtual memory in the Memory control panel of your Macintosh and set it to 24 MB or more. Restart your Macintosh, start Account Setup, and try connecting again.

(Macintosh only) Turn off unnecessary system extensions using the Extensions Manager control panel. Restart your Macintosh and try connecting again from Account Setup.

Purchase more physical RAM or a memory-management software product. For more information on these alternatives, contact your computer or software dealer.

Your setup is configured for another Domain Name System (DNS) server. You might need to change your Dial-Up Networking settings to connect to the Internet. Please see the troubleshooting section of the Installation and Setup Guide for more information. (Windows 95 only)

This message might appear if you use Dial-Up Networking to access servers on a LAN. Follow these steps to correct this problem:

Click the Control Panel icon, and then double-click the Network icon.

In the list of network components, double-click TCP/IP --> Dial-Up Adapter to display the TCP/IP properties dialog box.

Click the DNS Configuration tab, select Disable DNS, then click OK. (If DNS is enabled in this dialog box, the same DNS settings are used for all your Internet access connections.)

Open the Dial-Up Networking folder.

Press the right mouse button and then choose Server Types.

Select TCP/IP Settings.

Select "Specify name server addresses" and enter your Primary and Secondary DNS values (you can get these from your ISP).

When you enable DNS in this way, each dial-in connection can use its own setting.

Unable to connect: Account Setup couldn't find Netscape Navigator
(Macintosh 68040/30 only)

If you receive a screen with this message when you tried to connect to the Internet account s1erver or your Internet account, your copy of Netscape Navigator is missing from the Netscape Communicator folder or there is more than one copy of Netscape Navigator on your Macintosh.

Move Netscape Navigator into the Netscape Communicator folder if it is elsewhere on your system, or reinstall it from the Dial-Up Edition CD.

Invalid page fault in module KERNEL32.DLL. (Windows 95 only)

If your version of Windows 95 is more than a year old, you may get this message when you're using Communicator. You may need to update this file. Contact Microsoft for update information.