Dial-up Workstation Troubleshooting Flowchart***

***Note:   This document is offered for informational support only. No active technical support or document revisions will be made after the date noted at the bottom of the document.

Click on a flowchart shape to see more information about each step.

1. This flowchart is designed to troubleshoot dial-up connections from the workstation.
   
   
2. Is just one workstation having a problem? If not, how many are affected? Do they differ from computers that are working? Does a pattern emerge? Has anything changed on any of the computers (or in general) that would affect dial-up access?
   
   
3. Are any workstations able to dial in and get connected?
   
   
4. If no workstations are able to connect, and nothing has been changed on them to prevent them from dialing in, then it is possible that the modem pool itself is having problems. The problem may not be on your end. Contact your modem pool administrator for assistance.
   
   
5. If the problem is only affecting one or two workstations, then it is possible that there is a configuration problem, especially if these workstations are new and have not been set up.
   
   
   • Verify user ID, password and modem pool dial-up number are correct. Most connections are case sensitive; for example, a lowercase "d" and an uppercase "D" will be different.
   • Is the problem consistent or intermittent? If it is intermittent and works some of the time, then your settings should be fine. However, the connection file itself could be damaged somehow. In cases like this, it is usually best to create a new connection and use the new one. If the new one functions properly the old one may be removed.
     
     
6. When the connection is unsuccessful, does any type of error message come up?
   
   
7. Record the error. You might be able to find the answer on Microsoft's Support Page at http://support.microsoft.com. For additional assistance, contact MOREnet Technical Support.
   
   Some error messages are ambiguous while others will point out user ID or password problems or even a lack of a dial tone.
   
   
8. Test the phone line with a normal telephone and make a normal call using the phone line. If there is no dial tone with the telephone, then the problem is not with the computer.
   
   
9. If there is no dial tone or the call cannot be completed then there is most likely a problem with either the phone cable, the phone jack or the line itself.
   
   
10. Only one connection at a time per user ID is allowed. If a user ID is already connected, another connection with the same user ID cannot be established. You can choose to either use the existing connection or log off and try again.
    
    
11. If you have a time limit for the dial-up account, your time may have expired. Contact Technical Support to determine if the account's time has been used up.
    
    
12. If you have used up your allotted time for a certain period, you must wait until that time has been replenished for you. You will be unable to connect until the next allotment period.
    
    
13. If you have multiple dial-up adapters they can cause problems by conflicting with each other. Check your network properties. If there are multiple dial-up adapters with TCP/IP loaded they can interfere with each other. Often, superfluous adapters are not being used, so it is safe to remove them. Removing all but one might fix the problem. Contact Technical Support for further assistance if needed.

A dial-up connection can also become corrupted. This is can be fixed by removing the current connection and setting up a new one. It is important to look at the current connection and take note of any important settings (phone number, user ID, password, etc.) before removing it.

For any questions or problems with these instructions, please contact your MOREnet coordinator or MOREnet representative. Coordinators and representatives may contact Tech Support by sending e-mail to techsupp@more.net or calling (800) 509-6673.