For any questions or problems, please call us at
    (740) 653-9890, Mon-Sat: 9:00am-7:30pm; Sun: Closed.
For mistakes in or suggestions to this document, please email
    webmaster@greenapple.com
 

Problems

1) Modem Not Responding
2) Cannot Initialize Modem
3) Modem Used By Another Application Or Dialup Connection
4) No Dial Tone
5) Line Rings With A Fast Busy
6) Line Rings With A Regular Busy
7) Modem Dials But No Answer (Keeps Ringing)
8) Modem Does Not Complete Handshake
9) Modem You Are Dialing Is Not Answering
10) Keeps Asking For User Name And Password
11) Could Not Negotiate A Compatible Set Of Network Protocols
12) Does Not Complete Verifying User Name And Password
13) Takes A Long Time To Connect
14) Modem Drops Connection At Irregular Intervals
15) 56K Modem And Drops Connections At Irregular Intervals
16) 56K Modem But Does Not Connect At V.90 Rates
17) Connects But Cannot Get Anywhere (Log No Surf)
18) Using Internet Connection Sharing (ICS). ICS Server Connected, But ICS Clients Cannot Get Anywhere
19) Dialup Networking 'Save Password' Grayed Out
20) Dialup Networking 'Save Password' Not Grayed Out, But Password Not Saved
21) Windows Logon Prompt Now Comes Up On Reboots
22) Cannot Open the Dialup Networking Folder

1) Modem Not Responding

A. If modem has never been used or was not used recently,
* Do a cold restart.
* Is correct modem installed, recognized and functioning.
* Is dialing software using correct modem.
* Is dialing type, tone or pulse, set correctly.
* Is faxing or telephony program running.
* Does modem work at lower baud rate.
* Is latest firmware and driver installed.
* Is modem broke.

B. If modem had been working properly,
* Were changes made to system since it last worked.
* Do a cold restart.
* Is correct modem installed, recognized and functioning.
* Is latest firmware and driver installed.
* Is modem broke.

2) Cannot Initialize Modem

A. If modem has never been used or was not used recently,
* Do a cold restart.
* Is correct modem installed, recognized and functioning.
* Is dialing software using correct modem.
* Is dialing type, tone or pulse, set correctly.
* Is faxing or telephony program running.
* Does modem work at lower baud rate.
* Is latest firmware and driver installed.
* Is modem broke.

B. If modem had been working properly,
* Were changes made to system since it last worked.
* Do a cold restart.
* Is correct modem installed, recognized and functioning.
* Is latest firmware and driver installed.
* Is modem broke.

3) Modem Used By Another Application Or Dialup Connection

A. If modem has never been used or was not used recently,
* Do a cold restart.
* Is correct modem installed, recognized and functioning.
* Is dialing software using correct modem.
* Is faxing or telephony program running.
* Is latest firmware and driver installed.

B. If modem had been working properly,
* Were changes made to system since it last worked.
* Do a warm restart.
* Is correct modem installed, recognized and functioning.
* Is dialing software using correct modem.
* Is faxing or telephony program running.
* Is latest firmware and driver installed.

4) No Dial Tone

* Are messages waiting in your voice mail.
* Is phone line plugged into correct jack on modem.
* Is phone line plugged into correct jack in wall.
* Is there dial tone on line when plugged into a handset
* Is another phone on the same telephone number off-hook.
* Is some device (e.g., fax machine) taking phone off-hook.
* Is dialing type, tone or pulse, set correctly.
* Is special number needed for outside line.
* Is modem taking line off-hook immediately.
* Is modem broke.

5) Line Rings With A Fast Busy

* Are all circuits busy.
* Is carrier/customer equipment not aligned, improperly configured or not working.

6) Line Rings With A Regular Busy

* Is special number not needed for outside line.
* Is call waiting disablement feature not needed or wrong.
* Are all lines busy.

7) Modem Dials But Keeps Ringing (No Answer)

* Is number dialed a valid Green Apple modem number.
* Is modem broke or hung-up at Green Apple.

8) Modem Does Not Complete Handshake
[In analog modem communications, the 'handshake' is the initial phase of the modem session in which the two modem exchange varying tones to a determine a best transmission rate. It is the squawking sounds made after dialing.]

A. If modem has never been used or was not used recently,
* Do a cold restart.
* Is correct modem installed, recognized and functioning.
* Is dialing software using correct modem.
* Is maximum speed locked.
* Can modem connect to analog lines.
* Does modem work at lower baud rate.
* Is there line noise when listening on a handset.
* Is there damage to cabling or conductors.
* Is cable ran directly from wall to computer.
* Does modem work using another wall jack.
* Is latest firmware and driver installed.
* Does 3COM Line Test report line noise or impairment.
* Is modem broke.

B. If modem had been working properly,
* Were changes made to system since it last worked.
* Do a cold restart.
* Is correct modem installed, recognized and functioning.
* Is dialing software using correct modem.
* Is maximum speed locked.
* Can modem connect to analog lines.
* Does modem work at lower baud rate.
* Is there line noise when listening on a handset.
* Is there damage to cabling or conductors.
* Is cable ran directly from wall to computer.
* Does modem work using another wall jack.
* Does 3COM Line Test report line noise or impairment.
* Is latest firmware and driver installed.
* Try different init string.
* Is modem broke.

9) Modem You Are Dialing Is Not Answering

This message has two possible underlying causes:
* Modem Dials But Keeps Ringing (No Answer)
* Modem Does Not Complete Handshake

10) Keeps Asking For User Name And Password

* Is User Name (login) entered as email address.
* Is <Caps Lock> key on.
* Is User Name (login) entered all lowercase alpha-numerical.
* Is there a space before User Name (login).
* Is there a mistyped letter or space in password.

11) Could Not Negotiate A Compatible Set Of Network Protocols

* Is TCP/IP installed more than once under Network icon.
* Are TCP/IP settings under Network icon correct.
* Are 'Configure' settings under Green Apple icon correct.
* Are 'Server Types' settings under Green Apple icon correct.
* Is another winsock dll linked.
* Modem Does Not Complete Handshake
* Microsoft Knowledge Base

12) Does Not Complete Verifying User Name And Password
[In this instance the modem completes the handshake (or appears to) and the message, 'Verifying User Name and Password' is displayed, but PPP connection is never fully established.]

* Could Not Negotiate A Compatible Set Of Network Protocols

13) Takes A Long Time To Connect
[The message 'Verifying User Name and Password is displayed for a very long time. Once connected, however, the connection runs fine. When checking 'Server Types' settings, make sure the setting 'Log on to network' is not checked.]

* Are 'Server Types' settings under Green Apple icon correct.

14) Modem Drops Connection At Irregular Intervals

* Were changes made to system since it last worked.
* Was the connection idle for twenty minutes.
* Is maximum speed locked.
* Is call waiting disabled.
* Is the line being taken off-hook elsewhere.
* Does this primarily affect email?
* Is the line delivered using digital multiplexing/splitting.
* Do a cold restart.
* Is correct modem installed, recognized and functioning.
* Is dialing software using correct modem.
* Can modem connect to analog lines.
* Does modem work at lower baud rate.
* Is there line noise when listening on a handset.
* Is there damage to cabling or conductors.
* Is cable ran directly from wall to computer.
* Does modem work using another wall jack.
* Is latest firmware and driver installed.
* Does 3COM Line Test report line noise or impairment.
* Try different init string.
* Is modem broke.

15) 56K Modem And Drops Connections At Irregular Intervals

* Were changes made to system since it last worked.
* Was the connection idle for twenty minutes.
* Is maximum speed locked.
* Is call waiting disabled.
* Is the line being taken off-hook elsewhere.
* Does this primarily affect email?
* Is the line delivered using digital multiplexing/splitting.
* Do a cold restart.
* Is correct modem installed, recognized and functioning.
* Is dialing software using correct modem.
* Can modem connect to analog lines.
* Does modem work at lower baud rate.
* Is there line noise when listening on a handset.
* Is there damage to cabling or conductors.
* Is cable ran directly from wall to computer.
* Does modem work using another wall jack.
* Is latest firmware and driver installed.
* Try different init string.
* Is modem broke.

16) 56K Modem But Does Not Connect At V.90 Rates

* Were changes made to system since it last worked.
* Was the connection idle for twenty minutes.
* Is maximum speed locked.
* Is call waiting disabled.
* Is the line being taken off-hook elsewhere.
* Is the line delivered using digital multiplexing/splitting
* Do a cold restart.
* Is correct modem installed, recognized and functioning.
* Is dialing software using correct modem.
* Can modem connect to analog lines.
* Does modem work at lower baud rate.
* Is there line noise when listening on a handset.
* Is there damage to cabling or conductors.
* Is cable ran directly from wall to computer.
* Does modem work using another wall jack.
* Is latest firmware and driver installed.
* Does 3COM Line Test report line noise or impairment.
* Try different init string.
* Is modem broke.

17) Connects But Cannot Get Anywhere (Log No Surf)

* Were changes made to system since it last worked.
* Do a warm restart.
* Is TCP/IP installed more than once under Network icon.
* Are TCP/IP settings under Network icon correct.
* Are 'Configure' settings under Green Apple icon correct.
* Are 'Server Types' settings under Green Apple icon correct.
* Can surf by IP. Try private DNS numbers. Try public DNS numbers.
* Cannot surf by IP. Can ping. Check proxy settings.
* Is another winsock dll linked.
* Cannot surf by IP, no proxies, can ping. Reinstall browser.

18) Using Internet Connection Sharing (ICS). ICS Server Connected. But ICS Clients Cannot Get Anywhere
[ICS (a.k.a., Modem Sharing) is used on a Local Area Network, a LAN. One machine is designated as the ICS Server; the other machines are its clients. The ICS server dials up when a client wants Internet access. It manages the traffic from the LAN to the Internet and vice versa.]

On ICS Server
* Connects But Cannot Get Anywhere (Log No Surf)

On ICS Clients
* Were changes made to system since it last worked.
* Do a warm restart.
* Does problem affect all ICS clients. Is ICS properly configured.
* ICS client can surf by IP. Try private DNS numbers. Try public DNS numbers.
* ICS client cannot surf by IP. Can ping. Check proxy settings.
* Is another winsock dll linked.
* ICS client cannot surf by IP, no proxies, can ping. Reinstall browser.

19) Dialup Networking 'Save Password' Grayed Out

* Do not hit 'Cancel' at Windows Logon Prompt.
* Client for Microsoft Networks or Client for Netware Network not installed.
* Microsoft Knowledge Base.

20) Dialup Networking 'Save Password' Not Grayed Out, But Password Not Saved

* Need to connect successfully once.
* Microsoft Knowledge Base.

21) Windows Logon Prompt Now Comes Up On Reboots

* Microsoft Knowledge Base.

22) Cannot Open The Dialup Networking Folder

* Microsoft Knowledge Base.

Description of Actions

Do a cold restart.
Select Start >> Shut Down >> Shut Down. Hit OK. If using an external modem, turn it off and on.

Do a warm restart.
Select Start >> Shut Down >> select Restart. Hit OK.

Is correct modem installed, recognized and functioning.
Go to Start >> Settings >> Control Panel. Double click on 'Modems' icon. Correct modem should be listed there. In most cases, only a single modem should be listed; multiple modems listed might be a problem. Click on 'Diagnostics' tab. Highlight com port of modem. Hit 'More Info' button. If modem is functioning, installed correctly and recognized by operating system, a list of 'AT' commands and their output will appear in white scrolling window.

Is dialing software using correct modem.
Go to My Computer >> Dialup Networking. Move mouse over Green Apple icon. Hit right mouse button. Select 'Properties' with left mouse button. Select 'General' tab (this is default tab). At bottom of window in section labeled 'Connect using', make sure correct modem is selected from drop down box.

Is dialing type, tone or pulse, set correctly.
Go to My Computer >> Dialup Networking. Double click on the Green Apple icon. [Alternatively, if you have a shortcut to Green Apple on the desktop, double click on it.] Hit the 'Dial Properties' button. Select proper dialing type here.

Note: If the 'Dial Properties' is not emboldened, go to My Computer >> Dialup Networking. Move the mouse of the Green Apple icon, hit the right mouse button and select 'Properties' with the left. From here put a check beside 'Use area code and Dialing Properties'. Hit OK, then do action described above.

Is faxing or telephony program running.
Many faxing and calling programs are pre-configured, or can be set, to monitor the phone line for incoming fax or phone calls and will have exclusive control of the modem while they are running. Compaq's 'Operator' program is a most notorious example. If such a program is running, look to end it, disable the feature(s) which cause the modem to be held, or do not have it started automatically.

Note: To see a list of programs ('tasks') that are running hit <ctrl><alt><del>. This will bring up the Windows task manager. To stop a task, highlight it and hit 'End Task'. Sometimes this needs to be done more than once, to end a task.

Does modem work at a lower baud rate.
Check that you have a sufficiently fast modem. 14.4Kbps is the minimum speed. To change connect speed, go to My Computer >> Dialup Networking. Move mouse over Green Apple icon. Hit right mouse button. Select 'Properties' with left mouse button. Select 'General' tab (this is default tab). Hit 'Configure' button. Adjust speed in drop down box labeled 'Maximum speed'. Start from your current speed (either 115200 or 56700) and work backwards. If the modem can initialize only at a non-optimal speed, it generally indicates 1) the modem is not at least a 14.4; or 2) the modem is broken. If the modem can only connect at a non-optimal speed, it generally indicates 1) the modem is not at least a 14.4; or 2) the modem is broken; or 3) there is line noise.

Is latest firmware and driver installed.
This is particularly an issue with 56K modems. For information on obtaining and upgrading modem drivers or firmware, please see Green Apple's Modem Resource Database:

    www.greenapple.com/support/library/ModemDB.htm

Is modem broke.
Go to Start >> Settings >> Control Panel. Double click on 'Modems' icon. Your modem should be listed there. In most cases, only a single modem should be listed: multiple modems listed might be a problem. Click on 'Diagnostics' tab. Highlight com port of modem. Hit 'More Info' button. If modem is functioning, installed correctly and recognized by operating system, a list of 'AT' commands and their output will appear in white scrolling window.

If nothing appears, but modem has not been used before, it could be that the modem or modem software is not installed or configured properly.

If nothing appears, but changes were made to the machine, such as installing new hardware or software, it could be that the modem settings or software needs adjustment.

If nothing appears, the modem had been working, and no changes were made to the machine, the modem could well be broken. The usual culprit in this case is an electrical surge. Surges generally come from one of three sources: faulty electrical delivery, a lightning surge carried over the electric line, a lightning surge carried over the phone line. If electricity is delivered erratically to the outlet, have it fixed. To protect against lightning, surge protect both the electric and phone line. [Note: Some telephone line surge protectors can degrade the line quality - as any splitting device might.]

Were changes made to system since it last worked.
Changes to hardware, software, phone line, setup parameters any of these and more have a potential to affect functioning of machine. If changes were made, begin your investigation into the problem with a recollection of what changes were made.

Are messages in your voice mail.
In some instances when voice mail beeps to indicate un-listened to messages, the time frame of beep extends into the time frame in which the modem is checking for available dial tone. To fix this, listen to your messages so that the initial beeps do not occur when line is first taken off-hook.

Is phone line plugged into correct jack on modem.
Most modems have two female RJ-11 jacks (i.e. regular telephone jacks). Typically, one jack is labeled 'line'; and one, 'phone'. Make sure the line leaving from the wall goes into the jack labeled 'line'. The jack labeled 'phone' is used to connect to a handset.

Is phone line plugged into correct jack in wall.
Make sure that the cable which plugs into the modem is plugged into a working telephone jack.

Is there dial tone on line when plugged into a handset.
Unplug the line where it plugs into your modem and plug it into a telephone hand set. Check if, when the phone is lifted off-hook, there is dial tone.

Is another phone on the same telephone number off-hook.
If the line has no dial tone, check to see if some other phone which uses the same number is off-hook.

Is some device (e.g., fax machine) taking phone off-hook.
If the line has no dial tone, see whether it is cabled through some other device and whether that device is active or not.

Is special number needed for outside line.
Go to My Computer >> Dialup Networking. Double click on the Green Apple icon. [Alternatively, if you have a shortcut to Green Apple on the desktop, double click on it.] Hit the 'Dial Properties' button. If you need to enter a special number (e.g., 8 or 9) enter it.

Note: If the 'Dial Properties' is not emboldened, go to My Computer >> Dialup Networking. Move the mouse of the Green Apple icon, hit the right mouse button and select 'Properties' with the left. From here put a check beside 'Use area code and Dialing Properties'.

Is modem taking line off-hook immediately.
Unplug from the modem the phone line which leads from the wall into it, plug the line back into the modem and quickly try connecting. If you receive a dial tone and the modem starts dialing, it could be taking the modem is taking the line off-hook immediately. This indicates a faulty modem.

Are all circuits busy.
Phone lines are multiplexed on a neighborhood and Central Office basis. Under a very heavy load, there might not be circuits available to complete outgoing (or incoming) calls. In this circumstance, if you try to dial using a handset, you will either receive a recorded message from the phone company to the effect of 'All circuits are busy' or will hear a fast busy signal; a similar thing happens to those who try to call you.

This is a transitory event and disappears when the load drop. It does, however, indicate a need for the telephone company to install additional switching gear.

Is carrier/customer equipment not aligned, improperly configured or not working.
In the event that all circuits are not busy, a fast busy signal, which occurs on bulk dial-in lines (PRI lines), indicates 1) the signal between the phone company's equipment and ours' is out of sync, 2) the equipment at one end of the connection is improperly configured, 3) the equipment at one end of the connection is broken. A fast busy signal when circuits are not busy is serious. If you receive a fast busy unaccompanied by a notice of all circuits busy, a call to us about it would be appreciated.

Is special number not needed for outside line.
If you are using a special number for an outside line (e.g., 8 or 9) and do not need such a number or are using the wrong number, when you dial us up, you will get a busy signal. To correct this, confirm whether you need to use a special number for an outside and what that number should be. Dial using a handset on the modem line to confirm this information.

To remove or change the special number, go to My Computer >> Dialup Networking. Double click on the Green Apple icon. [Alternatively, if you have a shortcut to Green Apple on the desktop, double click on it.] Hit the 'Dial Properties' button. Disable or enter the special number needed for to make outside calls. If the special number is included directly in the phone number, go to My Computer >> Dialup Networking. Move the mouse of the Green Apple icon, hit the right mouse button and select 'Properties' with the left. Modify the phone number here to remove or correct the special number.

Is call waiting disablement feature not needed or wrong.
If you are indicating that a call waiting disablement is to be used and do not have call waiting on the modem's line or are using the wrong call waiting disablement number, when you dial us up, you will get a busy signal. To correct this, confirm whether you do have call waiting on the modem's line and what number should be used to disable this feature. Use a handset to check this.

If you have call waiting and Ameritech is your carrier, a '*70,' should be used to disable call waiting. If you have call waiting and Verizon (GTE) is your carrier, you will need to check with them to find out how you disable call waiting. Verizon doesn't seem to have standardized on call waiting disablement number in this area: some places use '#70,', other '*70,', others cannot be disabled whatsoever.

To remove or change call waiting disablement, go to My Computer >> Dialup Networking. Double click on the Green Apple icon. [Alternatively, if you have a shortcut to Green Apple on the desktop, double click on it.] Hit the 'Dial Properties' button. Disable or enter the special number needed for call waiting disablement here.

If the call waiting disablement number is included directly in the phone number, go to My Computer >> Dialup Networking. Move the mouse of the Green Apple icon, hit the right mouse button and select 'Properties' with the left. Modify the phone number here to remove or correct the special number.

Are all lines busy.
We try our best to make available enough lines to accept all incoming calls and are continually upgrading to ensure that we have the facilities to support our peak call volume. However, there are instances when all, or some subset, of our lines are used. Our dial-in numbers are

   Lancaster and vicinity (area code 740): 654-2133
   Columbus and vicinity (area code 614): 834-5124

Note: When you dial Green Apple, do not use an area code! There are no areas we service which must dial using an area code to reach us.

Is number dialed a valid Green Apple modem number.
Our dial-in numbers are

   Lancaster and vicinity (area code 740): 654-2133
   Columbus and vicinity (area code 614): 834-5124

Note: When you dial Green Apple, do not use an area code! There are no areas we service which must dial using an area code to reach us.

Is modem broke or hung-up at Green Apple.
We do have modems and lines go out on us. If you are dialing a valid modem number and it keeps ringing, please call us.

Is maximum speed locked.
Go to My Computer >> Dialup Networking. Move mouse over Green Apple icon. Hit right mouse button. Select 'Properties' with left mouse button. Select 'General' tab (this is default tab). Hit 'Configure' button. Make sure there is no checkmark in the box labeled 'Only connect at this speed'.

Can modem connect to analog lines.
Try connecting to one of the analog numbers given below. Generally, if a modem can connect to an analog number, but not a digital one, the modem will be a 56K modem and has an incompatibility in V.90 with our V.90 modems. Upgrading the modem with the latest firmware and driver will generally fix the problem. For information on obtaining and upgrading modem drivers or firmware, please see Green Apple's Modem Resource Database:

   www.greenapple.com/support/library/ModemDB.htm

Analog numbers (area code 740): 653-9828, 653-9814

Is there line noise when listening on a handset.
Unplug the phone line where it attaches to the modem and plug it into a handset. Is there audible static or crackling on line? If so, try and investigate the cause. Is line noise heard when using other phone jacks? If line noise is heard on all your jacks, you might want to call the phone company and have your line checked. If line noise is limited to one jack, check to see if there is damage in one of the physical connectors (e.g., the phone cable, the phone jack).

Note: If you do not hear any line noise, there might still be line noise problems on the line.

Is there damage to cabling or conductors.
Inspect the phone cable and ends to see if any apparent damage. Swap out cable with another cable to test. Inspect the conductors in the phone jack for any apparent damage.

Is cable ran directly from wall to computer.
Any intervening device, an extender, splitter or surge protector, can degrade phone signal quality. Run a test with the phone cable connected directly from the wall to the modem.

Does modem work using another wall jack.
Try connecting the modem to a different wall jack. If it connects, there might be a problem with the wiring or conductors in the phone jack.

Does 3COM Line Test report line noise or impairment.
3Com/U.S. Robotics has provided an easy to use line testing facility that people may use to evaluate the signal quality of their phone line. It is primarily meant to test whether a phone line can support 56K speeds, but can also be used to judge whether the line is impaired at lower rates. For information on using this, please see:

  http://modemupdate.usr.com/56k/need4_56k/linetest.html

Try different init string.
Generally modems are configured by default to require no init string or no modification of an init string to run under normal circumstances. In some cases, however, an init string is required. This is especially true when modem protocols are in a period of flux and standards not uniformly followed. For information on where to find init strings for your modem, please see Green Apple's Modem Resource Database:

   www.greenapple.com/support/library/ModemDB.htm

Is User Name (login) entered as email address.
Do not enter your User Name (login) as your email address. Your User Name is only the first half of your email address. For example, use 'jdoe' and not 'jdoe@greenapple.com' as your User Name.

Is <Caps Lock> key on.
Make sure when entering User Name (login) and password that the <Caps Lock> key is not on. Both User Name and password are case-sensitive.

Is User Name (login) entered all lowercase alpha-numerical.
A User Name (login) on Green Apple is alpha-numeric (made up of only letters and numbers). All letters are lower-case. The User Name must begin with a letter. Erase the User Name completely, reenter and try re-connecting.

Is there a space before User Name (login).
It is easy to overlook a space which might accidentally be before the User Name. Erase the User Name completely, reenter and try re-connecting.

Is there a mistyped letter or space in password.
Passwords are hidden, so it is difficult to tell whether it is entered correctly. If you have confirmed the User Name is correct, erase the password completely, reenter it and reconnect. Remember, do not have the <Caps Lock> key on.

If problem persists, please give us a call so that we can check your User Name and password.

Is TCP/IP installed more than once under Network icon.
Go to Start >> Settings >> Control Panel. Double click on the 'Network' icon. Examine the items in the list 'The following network components are installed:'. Unless your computer has a network card (an Ethernet card) in it, there should only be a single 'TCP/IP' item. If your computer does have a network card, you should only see a single item for 'TCP/IP >> Dialup Adapter'. If more than one 'TCP/IP' or 'TCP/IP >> Dialup Adapter' item is installed, remove all of them (i.e. remove all 'TCP/IP' items or all 'TCP/IP >> Dialup Adapter' items). Once removed, hit Add >> Protocol >> Add. Under Manufacturer, select 'Microsoft'. Under Protocol, select 'TCP/IP'. Hit OK. Hit OK. The Machine will load the TCP/IP software (you might need you Windows installation cd). Once reloaded, it will ask you to reboot and do so.>

Are TCP/IP settings under Network icon correct.
Go to Start >> Settings >> Control Panel. Double click on the 'Network' icon. Double click on TCP/IP or TCP/IP >> Dialup Adapter item. Verify the settings given below:

   Bindings tab
      Do not check the settings under this tab
   Advanced tab
      Property
       [NONE]
    NetBiOS tab
       Do not check the settings under this tab
    DNS Configuration tab
       [x] Disable DNS
       [ ] Enable DNS
       Everything else should be blank or grayed out
    Gateway tab
       There should be no values specified
    WINS Configuration tab
       [x] Disable WINS Resolution
       [ ] Enable WINS Resolution
      Everything else should be blank or grayed out
    IP Address tab
       [x] Obtain an IP address automatically
       [ ] Specify an IP address
       [Everything else should be blank or grayed out]

If any changes were made, when you are finished, hit OK, hit OK. The machine will ask to restart and do so. If no changes were made, hit Cancel, hit Cancel and you should be returned back to Control Panel.

Are 'Configure' settings under Green Apple icon correct.
Go to My Computer >> Dialup Networking. Move mouse over Green Apple icon. Hit right mouse button. Select 'Properties' with left mouse button. On the 'General' tab (the default tab when opened), hit the 'Configure' button.

Confirm the following settings:

     General tab
     Port:
     Speaker volume:
        Off [whatever level is appropriate] High
     Maximum speed
        [115200] (if you have a 14.4, use 57600)
        [ ] Only connect at this speed
     Connection tab
        Connection preferences
          Data bits: [8]
          Parity: [None]
          Stop bits: [1]
        Call preferences
          [x] Wait for dial tone before dialing
          [x] Cancel the call if not connected within [60] secs
          [ ] Disconnect a call if idle for more than [30] min
     Under 'Advanced' button
        [x] Use error control         [x] Use flow control
        [ ] Required to connect     [x] Hardware (RTS/CTS)
        [x] Compress data           [ ] Software (XON/XOFF)
        [ ] Use cellular protocol
     Modulation type
        [Standard]
     Extra settings
        [ ]
        [ ] Append to log
     Options tab
        Connection control
          [ ] Bring up terminal window before dialing
          [ ] Bring up terminal window after dialing
     Dial control
        [ ] Operator assisted or manual dial
        Wait for credit card tone: [8] seconds
     Status control
        [x] Display modem status

Hit OK until you are back to 'Dialup Networking' program group.

Are 'Server Types' settings under Green Apple icon correct.
Go to My Computer >> Dialup Networking. Move mouse over Green Apple icon. Hit right mouse button. Select 'Properties' with left mouse button.

In Win95, hit 'Server Types' button. Confirm the following:
     Type of Dialup Server:
        [PPP: Windows 95, Win Nt3.5.1, Internet, ...]
     Advanced options:
        [ ] Log on to network
        [x] Enable software compression
        [ ] Require encrypted password
        [ ] Record a log file for this connection
     Allowed network protocols:
        [ ] NetBEUI
        [ ] IPX/SPX Compatible
        [x] TCP/IP
     Hit 'TCP/IP Settings' button. In 'TCP/IP Settings' window confirm the following:
        [x] Server assigned IP Address
        [ ] Specify an IP address
     IP address:
        [x] Server assigned name server addresses
        [ ] Specify name server addresses
        Primary DNS : 0.0.0.0
        Secondary DNS : 0.0.0.0
        Primary WINS : 0.0.0.0
        Secondary WINS: 0.0.0.0
        [x] Use IP header compression
        [x] Use default gateway on remote network

Hit OK until you are back to 'Dialup Networking' program group.

In Windows 98 and Me, click on the 'Server Types' (Win98) tab or the Network tab (WinMe). Confirm the following:
     Type of Dialup Server:
        [PPP: Internet, Windows NT Server, Windows 98]
     Advanced options:
        [ ] Log on to network
        [x] Enable software compression
        [ ] Require encrypted password
        [ ] Require data encryption
        [ ] Record a log file for this connection
     Allowed network protocols:
        [ ] NetBEUI
        [ ] IPX/SPX Compatible
        [x] TCP/IP
     Hit 'TCP/IP Settings' button. In 'TCP/IP Settings' window confirm the following:
        [x] Server assigned IP Address
        [ ] Specify an IP address
      IP address:
        [x] Server assigned name server addresses
        [ ] Specify name server addresses
        Primary DNS: 0.0.0.0
        Secondary DNS : 0.0.0.0
        Primary WINS : 0.0.0.0
        Secondary WINS: 0.0.0.0
        [x] Use IP header compression
        [x] Use default gateway on remote network

Hit OK until you are back to 'Dialup Networking' program group.

Can surf by IP. Try Private DNS numbers. Try public DNS numbers.
Connect to Green Apple and start the web browser (I.E. or Netscape). In the address line enter 'http://198.144.72.18'. This should bring up Green Apple's homepage. Enter 'http://216.32.74.51' on address line. This should bring up Yahoo's homepage. If both pages came up, DNS is failing. Enter the DNS numbers expressly. Go to My Computer >> Dialup Networking. Move mouse over Green Apple icon. Hit right mouse button. Select 'Properties' with left mouse button.

In Win95, hit 'Server Types' button. Configure as:
     Type of Dialup Server:
        [PPP: Windows 95, Win Nt3.5.1, Internet, ...]
     Advanced options:
        [ ] Log on to network
        [x] Enable software compression
        [ ] Require encrypted password
        [ ] Record a log file for this connection
     Allowed network protocols:
        [ ] NetBEUI
        [ ] IPX/SPX Compatible
        [x] TCP/IP
     Hit 'TCP/IP Settings' button. In 'TCP/IP Settings' window confirm the following:
        [x] Server assigned IP Address
        [ ] Specify an IP address
     IP address:
        [ ] Server assigned name server addresses
        [x] Specify name server addresses
        Primary DNS : 192.168.187.6
        Secondary DNS : 192.168.187.5
        Primary WINS : 0.0.0.0
        Secondary WINS: 0.0.0.0
        [x] Use IP header compression
        [x] Use default gateway on remote network

Hit OK until you are back to 'Dialup Networking' program group.

In Win98, click on the 'Server Types' tab. Configure as:
     Type of Dialup Server:
        [PPP: Internet, Windows NT Server, Windows 98]
     Advanced options:
        [ ] Log on to network
        [x] Enable software compression
        [ ] Require encrypted password
        [ ] Require data encryption
        [ ] Record a log file for this connection
     Allowed network protocols:
        [ ] NetBEUI
        [ ] IPX/SPX Compatible
        [x] TCP/IP
     Hit 'TCP/IP Settings' button. In 'TCP/IP Settings' window confirm the following:
        [x] Server assigned IP Address
        [ ] Specify an IP address
      IP address:
        [ ] Server assigned name server addresses
        [x] Specify name server addresses
        Primary DNS: 192.168.187.6
        Secondary DNS : 192.168.187.4
        Primary WINS : 0.0.0.0
        Secondary WINS: 0.0.0.0
        [x] Use IP header compression
        [x] Use default gateway on remote network

Hit OK until you are back to 'Dialup Networking' program group.

Reconnect to Green Apple. Try entering the web address 'http://www.greenapple.com'. Try 'http://www.yahoo.com'. If the websites did not come up, repeat this step, but use the number '198.144.72.4' for '192.168.187.6' and the number '198.144.72.5' for '192.168.187.4'.

Cannot surf by IP. Can ping. Check proxy settings.
Connect to Green Apple and start the web browser (I.E. or Netscape). In the address line enter 'http://198.144.72.18'. This should bring up Green Apple's homepage. Enter 'http://216.32.74.51' on address line. This should bring up Yahoo's homepage. If neither page came up, go to 'Start >> Run'. Enter 'command'. Hit OK. At the Dos Prompt, enter 'ping 198.144.72.18'. When completed enter 'ping 216.32.74.51'. Enter 'exit' to return to Windows. If both pings gave positive indications they reached the IP addresses (i.e., no 'Request timed out' messages), this might indicate that proxy settings are used and are incorrectly specified. To turn off the use of proxies or to check the settings, see:

  http://www.greenapple.com/support/library/Proxy_Conf.htm

Is another winsock dll linked.
If 'autoexec.bat' is used, check that the PATH variable does not link in another TCP/IP protocol stack such as Trumpet Winsock, Chameleon or NetCOM.

Cannot surf by IP, no proxies, can ping. Reinstall browser.
Connect to Green Apple and start the web browser (I.E. or Netscape). In the address line enter 'http://198.144.72.18'. This should bring up Green Apple's homepage. Enter 'http://216.32.74.51' on address line. This should bring up Yahoo's homepage. If neither page came up, go to 'Start >> Run'. Enter 'command'. Hit OK. At the Dos Prompt, enter 'ping 198.144.72.18'. When completed enter 'ping 216.32.74.51'. Enter 'exit' to return to Windows. If both pings gave positive indications they reached the IP addresses (i.e., no 'Request timed out' messages) and you have checked that the proxy settings are correct or are not used, this is a good indication that the browser has become corrupt. If you have another browser on the machine, try it; if it works this confirms the diagnosis. Reinstall the problem browser. To turn off the use of proxies or to check the settings, see:

  http://www.greenapple.com/support/library/Proxy_Conf.htm

Does problem affect all ICS clients. Is ICS properly configured.
A discussion of Internet Connection Sharing (ICS) configuration is beyond the scope of this document. However if the problem affects all ICS clients, check basic LAN connectivity and the ICS configuration. Please see Windows Help for more information. Below is a link to Microsoft Knowledge Base on ICS:

  http://support.microsoft.com/support/kb/articles/Q236/4/45.ASP

ICS client can surf by IP. Try private DNS numbers. Try public DNS numbers.
Check that the DNS server values can resolve to a Green Apple DNS server. Green Apple uses two sets of numbers IP addresses for our DNS servers, private and public. Both sets point to the same group of machines; however, we generally prefer that customers use the private set of numbers as they are least likely to need to be changed over time. In the DNS configuration for the ICS client use any of the following private IP addresses: 192.168.187.4, 192.168.187.5 and 192.168.187.6. Some Modem Host will not route private IPs altogether; in this case, try the public addresses: 198.144.72.3, 198.144.72.4 and 198.144.27.5.

ICS client cannot surf by IP. Can ping. Check proxy settings.
Connect to Green Apple. Start the web browser (I.E. or Netscape) on the ICS client. In the address line enter 'http://198.144.72.18'. This should bring up Green Apple's homepage. Enter 'http://216.32.74.51' on address line. This should bring up Yahoo's homepage. If neither page came up, go to 'Start >> Run'. Enter 'command'. Hit OK. At the Dos Prompt, enter 'ping 198.144.72.18'. When completed enter 'ping 216.32.74.51'. Enter 'exit' to return to Windows. If both pings gave positive indications they reached the IP addresses (i.e., no 'Request timed out' messages), this might indicate that proxy settings are used and are incorrectly specified. To turn off the use of proxies or to check the settings, see:

  http://www.greenapple.com/support/library/Proxy_Conf.htm

ICS client cannot surf by IP, no proxies, can ping. Reinstall browser.
Connect to Green Apple. Start the web browser (I.E. or Netscpae) on the ICS client. In the address line enter 'http://198.144.72.18'. This should bring up Green Apple's homepage. Enter 'http://216.32.74.51' on address line. This should bring up Yahoo's homepage. If neither page came up, go to 'Start >> Run'. Enter 'command'. Hit OK. At the Dos Prompt, enter 'ping 198.144.72.18'. When completed enter 'ping 216.32.74.51'. Enter 'exit' to return to Windows. If both pings gave positive indications they reached the IP addresses (i.e., no 'Request timed out' messages) and you have checked that the proxy settings are correct or are not used, this is a good indication that the browser has become corrupt. If you have another browser on the machine, try it. If it works this confirms the diagnosis. Reinstall the problem browser. To turn off the use of proxies or to check the settings, see:

  http://www.greenapple.com/support/library/Proxy_Conf.htm

Was the connection idle for twenty minutes.
Green Apple has a twenty minute idle logout. That is, if the system does not see any network activity on your connection for twenty minutes, the connection is dropped.

Is call waiting disabled.
If you have call waiting, you need to disable the feature for the duration of your Internet session, else the beep on the line will cause the connection to drop. If you have call waiting and Ameritech is your carrier, a '*70,' should be used to disable call waiting. If you have call waiting and Verizon (GTE) is your carrier, you will need to check with them to find out how you disable call waiting. Verizon doesn't seem to have standardized on call waiting disablement number in this area: some places use '#70,', some '*70,' others cannot be disabled whatsoever.

To set or change call waiting disablement, go to My Computer >> Dialup Networking. Double click on the Green Apple icon. [Alternatively, if you have a shortcut to Green Apple on the desktop, double click on it.] Hit the 'Dial Properties' button. Disable or enter the special number needed for call waiting disablement here.

If the call waiting disablement number is included directly in the phone number, go to My Computer >> Dialup Networking. Move the mouse of the Green Apple icon, hit the right mouse button and select 'Properties' with the left. Modify the phone number here to set or correct the special number.

Is the line being taken off-hook elsewhere.
If the modem is being shared with other devices (such as a handset or fax machine), are the other devices being taken off-hook. For example, if your modem shares the line with a handset could someone be lifting the receiver off-hook while you are on the Internet. Interrupting a data session by lifting a receiver off-hook will either cause the connection to drop or lower the transmission rate.

Is the line delivered using digital multiplexing/splitting.
Digital multiplexing/splitting is a technique for delivering phone service in which the regular frequency spectrum used by copper pair wiring for carrying a voice signal is split in half, creating two separate frequency bands for carrying a signal; thereby, doubling the carrying rate of a single copper Pair. The technique is often used to deliver a second phone into a home. Digital multiplexing/splitting is an effective way to re-use existing copper wiring to deliver additional phone service when voice service is all either of the digitally split lines will carry. Digital multiplexing/splitting does not, however, work well with higher speed (28.8Kbps and up) modem connections: it degrades the signaling quality and the speed of connection. A 56K-type connection is altogether impossible over a digital multiplexed/split line as the 56K standards require the entire frequency spectrum of a signal copper pair. Digital multiplexing/splitting is seen in areas having Verizon (GTE) as carrier.

Do not hit 'Cancel' at Windows Logon Prompt.
For the password to be saved, the password cache list file must be active. A password cache list file is active only if Client for Microsoft Networks or Client for Netware Networks is installed and a user has established a valid Windows Logon. There are two kinds of Windows Logon: Null Password and Non-Null Password. A Null Password Windows Logon is created by specifying a User Name -- but not a password -- at the Login Prompt. Upon subsequent Logons, the Windows Logon Prompt window is not displayed, but the password cache list file is created for Dialup Networking passwords to be saved. 2) A Non-Null Password Windows Logon is specified by entering a valid User Name and Password into the Windows Logon Prompt Window. This method also creates a valid password cache list file.

Client for Microsoft Networks or Client for Netware Networks not installed.
For the password check box to be available in Dialup Networking, at least one of Client for Microsoft Networks or Client for Netware Networks must be installed. To install one of these, go to Start >> Settings >> Control Panel. Double click on the Network icon. If neither client is installed, click Add >> Client >> Add. Under 'Manufactures' select 'Microsoft'. Under 'Network Clients', select either 'Client for Microsoft Networks' or 'Client for Netware Networks'. Hit OK. Hit OK. You will be prompted to restart your computer. Do so. And see if password may know be saved.

Need to connect successfully once.
In order for the password to be saved in the password cache list file, you must connect successfully once with 'Save Password' checked.

Does this primarily affect email?
Many email programs have a setting which will set disconnect after sending and receiving email. In Outlook Express v5, the setting is found at Tools >> Options >> Connection >> [  ] Hang up after sending and receiving. The option should not be checkmarked.

Related Green Apple Resources

For information on V.90, please see
   www.greenapple.com/support/library/V90.htm

For more information and resources on modems, please see
   www.greenapple.com/support/library/ModemDB.htm

For information on configuring an Internet connection for your operating system, please see
   www.greenapple.com/support/library

 
This document is copyright Green Apple, Inc, 1995-2007.  Permission is granted for the free distribution of it provided that its contents, including this notice, are not in any way altered. Green Apple disclaims all responsibility of fitness and suitability of this document. User is responsible for any software they download or install. It is incumbent upon User to read and obey copyright and licensing notices of all the software they use.
 

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