Troubleshooting Contents

• Problem: Can't get any web sites.
• Problem: I can not login!
• Problem: My modem is not dialing.
• Problem: It's still not working!

Installation

1. Click Start, Settings, Network and Dial-up Connections
   
   
2. Double click the Make New Connection icon
   
   
3. Click Next
   
   
4. Select the option Dial-up to the Internet, then click Next
   
   
5. Select the option I want to set up my Internet connection manually, then click Next
   
   
6. Select the option I connect through a phone line and a modem, then click Next
   
   
7. Enter the telephone number 66398300, un-tick the Use area code and dialing rules, then click Next
   
   
8. Enter your dialup Username and Password, then click Next
   
   
9. Type in the Connection name Linknet, then click Next
   
   
10. Select the option No, then click Next
    
    
11. Click Finish
    

If you have any problems with the installation, contact Support on (02) 6684 3345 or email support@linknet.com.au.

Problem: Can't get any web sites.
Solution: Most likely your DNS or other Dial-up settings are incorrect. Check them as follows:

1. Click on the Start button and choose Settings, then click on Network and Dial-up Connections
2. Click with the right mouse button on the Linknet connection you are using, then select Properties from the context menu that appears
3. Click on the Security tab across the top
4. You should have a dot next to Typical (recommended settings)
5. Under Validate my identity as follows, you should have Allow unsecured password selected
6. Under Interactive login and scripting, none of the boxes should be ticked
7. Click on the Networking tab
8. In the Components box, the only option ticked should be Internet Protocol (TCP/IP). Untick anything else that may be ticked
9. Click on Internet Protocol (TCP/IP) then click Properties
10. You should have a dot next to Obtain an IP address automatically
11. You should have a dot next to Use the following DNS server addresses
12. Preferred DNS server should read: 202.162.96.5
13. Alternate DNS server should read: 202.162.96.6
14. Click the Advanced button
15. You should have ticks next to both Use default gateway on remote network and Use IP header compression
16. Click OK to each window

That should fix the problem. If you are still having problems, try deleting the connection then creating a new one with the above settings. Use the same dialin number as the current connection.

Problem: I can not login!
Solution: Your password could be rejected for one of several reasons.

When you try to connect, make sure that you have correct details entered on the Connect to screen. Next to Username you should have your Linknet login name in lowercase letters, and next to Password you should have your Linknet password exactly as it is on your member's letter. Remember that both of these are case sensitive and MUST be entered EXACTLY as they are on your member's letter. If you think you have forgotten your username or password, call Support on (02) 6684 3345 between 9am and 8pm weekdays, or betweed 10am and 5pm on Saturdays.

Possibly someone else is currently logged into your account, or the system mistakenly thinks you are connected when you are not. If someone else is logged into your account, you will not be able to connect, as only one connection per account is permitted. Therefore, it is important that you do not give your password out to anyone, and that you keep your computer free of viruses to ensure your password does not get stolen. Give us a call on (02) 6684 3345 and we can check logins to your account for you. We're available from 9am - 8pm weekdays, and 9am - 5pm Saturdays.

Problem: My modem is not dialing.
Solution: Make sure that the phone cord is firmly plugged into the correct port on the modem (usually the one marked 'Line'), and into the phone socket on the wall. Also make sure that the phone line is working correctly. If all that is ok, please give us a call on (02) 6684 3345 so we can arrange to have your modem tested. We're available from 9am - 8pm weekdays, and 9am - 5pm Saturdays.

Problem: It's still not working!
Solution: If the instructions above are not helping, or you are having any other problems that you can not solve, check the other sections of our Online Help.

You probably also want to make sure that you have upgraded to Service Pack 3 for Windows 2000. This is available from WindowsUpdate at http://windowsupdate.microsoft.com/, and fixes a lot of problems found in the initial release of Windows 2000. While you are there, download any other critical updates that are available.

If all else fails, or you'd prefer personalised help, contact Support on (02) 6684 3345 or email support@linknet.com.au and they will be happy to help you out.