Copyright: Copyright ©1999 EarthLink Network, Inc.
Citation: Copyright ©1999 EarthLink Network, Inc.


EarthLink 5.0 Windows Troubleshooting Procedures

Modems

Verify Modem Installation

Verify Modem Selection

Check for Modem Conflicts

Communications and Dial-Up Networking

Verify Communications Port Installation

Verify Protocol Installation

Verify Protocol Selection

Verifyi TCP/IP Settings

Verifying Dial-Up Networking Installation

Reinstall Network Components

Reinstall Dial-Up Networking

Dial Properties

Change Dial Properties

Select Another Access Phone Number

To return EarthLink 5.0 Help, click here.


Verifying Modem Installation
 Verify Modem Installation

Check to see if modem is operating correctly and the computer can send signals to it.

 Double-click the My Computer icon.

 Double-click the Control Panel folder icon.

 Double-click the Modems icon.

 Highlight your modem and click the Properties button.  (If there is no modem listed, click the Add button and install a modem before continuing with the remainder of these steps.)

 In the Port drop down box verify that the correct Communications Port is selected.

 In the Maximum Speed drop down box, verify that the correct speed is set for your modem.

•	for a 14.4K modem, the maximum speed should be 19200

•	for a 28.8K modem, the maximum speed should be 38400

•	for a 56K modem, the maximum speed should be 57600

 Click OK to return to the Modem Properties window.

 Click the Diagnostics tab.

 Highlight the Port your modem is installed on then click the More Info… button.
Windows tests the modem connection and should successfully connect to your modem. If the test fails, either the modem is:

•	not installed correctly.

•	having a hardware problem.

 Check your modem documentation or contact the modem manufacturer to get the modem working correctly.


Verifying Modem Selection
 Verify Modem Selection

Check the Dial-Up Networking connection and verify that the correct modem is selected.

 Double-click the My Computer icon.

 Double-click the Dial-Up Networking icon.

 Click the right mouse button on the EarthLink icon for your username and select Properties.

 In the Connect using drop down box make sure the correct modem is selected.

 Click the Configure button.

 In the Port drop down box verify the correct Communications Port is selected.

 Click the OK button.

 Click the OK button and try connecting again.


Checking for Modem Conflicts
 Check for Modem Conflicts

Check to see if other programs are running that may use the modem.

 Hold down the Ctrl – Alt – Delete keys to bring up the Windows Task Manager.

 Verify what programs are installed and if they interact at all with the modem. If they do, highlight the program and click End Task.

 Click the Start Menu, Programs, StartUp to see what programs run when Windows starts. Remove any that may conflict with the modem.


Verifying Protocol Installation
 Verify Protocol Installation

Check your Network Control Panel Configuration to see if the correct protocols are installed.

 Double-click the My Computer icon.

 Double-click the Control Panel icon.

 Double-click the Network icon.

 Under The following network components are installed: the following items should be listed for a dial-up connection:

 Client for Microsoft Networks

 Dial-Up Adapter

 TCP/IP

For a high-speed connection, only TCP/IP should be checked.

If you don’t have these network components installed and you connect via dial-up, follow the instructions to Reinstall Network Components .

NOTE: You may have other network components installed if your computer is connected to a LAN or if you use or have used another Internet Service Provider.

 Try to reconnect.


Verifying Protocol Selection
 Verify Protocol Selection

Check that TCP/IP is installed and check the Dial-Up Networking connection properties to see if the correct protocol is selected.

 Double-click the My Computer icon.

 Double-click the Dial-up Networking icon.

 Click the right mouse button on the EarthLink icon for your username and select Properties.

 Click the Server Types tab.

•	If you are using Windows 95 for dial-up, the Type of Dial-up Server should be PPP: Internet, Windows NT Server Windows 95.

•	If you are using Windows 98 for dial-up, the Type of Dial-up Server should be PPP: Internet, Windows NT Server Windows 98.

•	If you are using a high-speed connection, the Type of Dial-up Server will be greyed out.

In the Advanced options section - only Enable software compression should be checked.

In the Allowed network protocols section - only TCP/IP should be checked.

 Click the TCP/IP Settings button.

Server assigned IP address should be selected.

Specify name server addresses should be selected.

•	Primary DNS: 207.217.126.81

•	Secondary DNS: 207.217.77.82

•	Primary WINS: 0.0.0.0

•	Secondary WINS: 0.0.0.0

Another valid IP address for either DNS: 207.217.120.83

  Use IP header compression should be checked.

  Use default gateway on remote network should be checked.

 Click the OK button until you close the EarthLink Connection Properties dialog.

 Use EarthLink 5.0 Sign On to try to reconnect.


Verifying Communications Port Installation
 Verify Communications Port Installation

Go to the System control panel, on the Device Manager tab and see if you have the communications ports installed in the Ports section.

 Double-click the My Computer icon.

 Double-click the Control Panel icon.

 Double-click the System control panel icon.

 Select the Device Manager tab.

 Double-click the Ports (COM & LPT) listing.

 Make sure the Communications port your modem is on is listed and has no error marks beside it (red or yellow).

 Click the OK button.


Verifying Dial-Up Networking Installation
 Verify Dial-Up Networking Installation

Check the Add/Remove Programs control panel onthe Windows setup tab and make sure that Dial-up Networking is installed in the Communications section.

 Double-click the My Computer icon.

 Double-click the Control Panel icon.

 Double-click the Add/Remove Programs control panel.

 Select the Windows Setup tab.

 Is there a check mark in the Communications check box?

If there is no check mark, Reinstall Dial-Up Networking .

If there is a check, highlight Communications, then click the Details button to see if Dial-Up Networking is installed.  Is there a check mark in the Dial-up Networking check box?  If there is no check mark, Reinstall Dial-Up Networking .

 Click the OK button.


 Reinstalling Dial-Up Networking

If the problem persists reinstall the Communications components. Make sure you have your Windows 95 installation software or your EarthLink 5.0 CD.  You will need the installation media in order to reinstall the communications components.

First, remove the Communications components:

 Double-click the My Computer icon.

 Double-click the Control Panel icon.

 Double-click the Add/Remove Programs control panel.

 Select the Windows Setup tab.

 Click the Communications check box to REMOVE the check mark.

 Click the Apply button.

Windows removes the communications components.

Then, reinstall the Communications components:

 Click the Communications check box to put a CHECK MARK in the box.

 Click the Apply button.

Windows copies the communications components from the Windows 95 installation media.

 Click the OK button in response to the Dial-Up Networking Setup prompt.

You will need to restart your computer before the new settings will take effect.  Click the Yes button to restart your computer immediately.  Click the No button to restart your computer later.


 Reinstalling Network Components

The Networking components required to connect to EarthLink are:

•	Client for Microsoft Networks

•	Dial-Up Adapter

•	TCP/IP

If these components are installed but you are still unable to connect, one or more of the components may be corrupt. Reinstalling the components can correct this problem.

You need your Windows 95 installation software to remove and reinstall the components using the procedure described below.

First remove the network components:

 Double-click the My Computer icon.

 Double-click the Control Panel icon. If these components are installed but you are still unable to connect, one or more of the components may be corrupt. Reinstalling the components can correct this problem.

 Double-click the Network control panel icon.

 Highlight Client for Microsoft Networks and click the Remove button.

 Highlight Dial-Up Adapter and click the Remove button.

This should also remove TCP/IP from the list.

Then reinstall the network components as follows:

 Click the Add button.

 Double-click Protocol.

 Double-click Microsoft then highlight TCP/IP.

 Click the OK button.

This adds TCP/IP, IPX/SPX compatible protocol, Dial-Up Adapter, Client for NetWare Networks, and Client for Microsoft Networks to the list.

You can remove IPX/SPX compatible protocol and Client for NetWare Networks if you don’t need them for a local area network.

 Click the OK button to accept your changes to Network Configuration.

If Windows asks to restart your computer, click Yes.


Verifying TCP/IP Settings
 Verify TCP/IP Settings

To verify TCP/IP settings:

 Highlight TCP/IP on the Network Control Panel Configuration tab and click the Properties button.

 Select the IP Address tab and make sure Obtain an IP address automatically is checked.

 Select the WINS Configuration tab and make sure Disable WINS Resolution is checked.

 Select the Gateway tab and verify there are no gateway numbers listed.

 Select the Bindings tab and make sure Client for Microsoft Networks is checked.

 Select the DNS Configuration tab and make sure Disable DNS is checked.

 Click the OK button to accept your changes to TCP/IP Properties.

 Click the OK button to accept your changes to Network Configuration.


Changing Dial Properties
 Change Dial Properties

If you are in an office it is very likely you need to dial a number like 9 to get an outside line. Or if at home check to see if there is a 9 present that might be causing the problem.

 On the EarthLink 5.0 Sign On screen click Configure then click Manage Locations.

 Highlight the location you want to see properties for then click Properties.

 In the To access an outside line boxes, do one of the following:

•	add 9, if you normally dial a 9 to access an outside line (the , puts a slight pause between dialing the 9 and dialing the access number to ensure that there is a dial tone)

•	remove the 9, is you do not need to dial a 9 to access an outside line.

 Click the OK button.


Selecting Another Access Phone Number
 Select Another Access Phone Number

This error can also happen if the phone number you are calling is having problems. You may want to try another EarthLink phone number.

 On the EarthLink 5.0 Sign On screen , click the underlined phone number to open the Phone numbers window for the current location.

 Select another access number or two.

 Click the OK button when you have the access numbers you want to dial.

 Click the Sign On button and try to reconnect to EarthLink.


Version
Version 11.10.99