Troubleshooting Contents:

• Problem: Can not get any web sites.
• Problem: I can not login!
• Problem: When I connect, it 'hangs' on Verifying username.. and then either connects ok or gives an error.
• Problem: Windows will not let me save my password, so I have to type it each time.
• Problem: My modem is not dialing.
• Problem: It's still not working!

Installation

1. Double click the My Computer icon on your desktop
   
   
2. Double click the Dial-Up Networking folder
   
   
3. Double click the Make New Connection icon
   
   
4. Enter the name Linknet, select the modem you want to use, then click Next
   
   
5. Enter the Area code 02, the Telephone number 66398300, then click Next
   
   
6. Click Finish
   
   
7. Right click on the Linknet icon, then left click Properties
   
   
8. On the General tab, un-tick the Use area code and Dialing Properties tickbox
   
   
9. On the Server Types tab, un-tick Log on to network, NetBEUI and IPX/SPX Compatible, then click OK
   
   
10. If you want to add a shortcut to Linknet on your desktop, right click on the Linknet icon, then click Create Shortcut
    
    
11. Click Yes
    

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

Problem: Can not get any web sites.
Solution: You probably have a problem with your Dial-Up Networking or Network configuration. Check the following settings:

1. Double-click on My Computer
2. Double-click on Dial-up Networking (WinME users will need to double-click Control Panel first)
3. Click with the right mouse button on the Linknet connection you are using, then select Properties from the context menu that appears
4. Click on the Server Types tab/button and make sure that only TCP/IP is ticked. If anything else has a tick next to it then remove it
5. Click TCP/IP Settings button and make sure you have the following information:
   
   • A dot next to Server assigned IP address
   • A dot next to Specify name server addresses
   • Primary DNS: 202.162.96.5
   • Secondary DNS: 202.162.96.6
   • Both WINS should be 0.0.0.0
   • Use IP header compression and Use default gateway on remote network should both be ticked
     
6. Then click OK, then OK again. Close Dial-up Networking
7. Go back to My Computer, then double-click on Control Panel
8. Double-click on Network
9. Check you have only the following installed:
   
   • Client for Microsoft Networks OR Microsoft Family Logon
   • Dial-up Adapter
   • TCP/IP
     
10. You might find that you have extra components such as Ethernet cards installed. These components can stay, but remove any and all of the following components: AOL Adapter, AOL Dial-up Adapter, Dial-up Adapter #2 (with VPN support), Microsoft Virtual Private Networking Adapter, Microsoft PPP over ATM, Internet Connection Sharing Adapter/Protocol, NDIS Adapter
11. If you have more than one component listed as just "TCP/IP" or "TCP/IP -> Dial-up Adapter", remove all but one
12. If you have both Microsoft Family Logon and Client for Microsoft Networks installed, remove the Microsoft Family Logon
13. If you have any of these missing, add them by clicking the Add button (you will probably need your Windows CD/disks for this). Choose the component type: Client for Client for Microsoft Networks, Adapter for Dialup Adapter, or Protocol for TCP/IP, then click Add. On the left hand side choose Microsoft, then choose the component you are adding on the right hand side, then click OK
14. Double click the remaining TCP/IP, and check that the following tabs have these settings (WinME users will not have some of these):
    
    • DNS Configuration - Disable DNS
    • WINS Configuration - Disable WINS Resolution
    • IP Address - Obtain an IP address automatically
    • Gateway - all blank
      
15. Then click OK
16. Make sure that Primary Network Logon is set to Windows Logon
17. Click OK
18. If you added any components, or any files are missing, you will probably be asked to insert your Windows CD/disks. While copying files, if Windows brings up any Version conflict messages asking you if you want to keep a certain file, click Yes to each one
19. When you are asked to restart your computer, click Yes

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 between 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: When I connect, it 'hangs' on Verifying username.. and then either connects ok or gives an error.
Solution: Having the Linknet connection set to use a script file when logging in can cause this. To turn scripting off:

1. Double-click on My Computer
2. Double-click on Dial-Up Networking (WinME users will need to double-click Control Panel first)
3. Click with the right mouse button on the Linknet connection you are using, then select Properties from the context menu that appears
4. If there is a Scripting tab, click on it and clear the File name box.
5. Click OK

If there is no scripting tab (ie. you have an early version of Windows 95), go to the Start Menu and choose Find, then Files and Folders. In the Named box, type: scripter
Make sure C: drive is selected in the Look in box, then click Find Now. This should bring up a file called scripter or scripter.exe. Double-click on this file. Click on each of the Linknet connections in turn and clear the Script name box, clicking Apply after each one. When you are finished, click Close.

Problem: Windows will not let me save my password, so I have to type it each time.
Solution: There are a few possible causes for this. Work through the following and you should be able to get it sorted out. Before you start, please note that your username and password will not save until you successfully connect to Linknet.

1. Check to see that you have the "Client for Microsoft Networks" or "Microsoft Family Logon" installed on your computer. To do this:
   
   • Double-click on My Computer
   • Double-click on Control Panel
   • Double-click on Network
   • In the list here, see what components are listed. You might have only "Dial Up Adapter" and "TCP/IP"
   • If you do not have either a "Client for Microsoft Networks" or a "Microsoft Family Login" installed, install one as following. If you do, skip to step 2.
   
   Note: You will need your Windows 95/98/Me CD or disks, or a copy of the CD on your hard drive to perform this operation. If you do not have it, you cannot do this. Attempting to perform this without the CD could damage Windows.
   • Click Add
   • Click Client
   • Click Add
   • From the list of Manufacturers on the left, click on Microsoft
   • From the list of Clients on the right, click on Client for Microsoft Networks
   • Click OK. You should now see Client for Microsoft Networks at the top of the list
   • In the box labeled Primary Network Logon, select Windows Logon
   • Click OK
   • You will probably be asked to insert your CD. While Windows copies files, if you are asked if you want to keep a file, click Yes
   • When asked to restart your computer, click Yes
   After the computer restarts, you may be prompted to enter your username and password before Windows will start. This is NOT your Linknet username/password, but is any username & password you wish to use for your computer. We recommend you enter your Linknet login as your username, but NO PASSWORD. This will stop Windows asking for the password every time you turn the computer on, but will still allow everything to work properly.

2. If you do have a Client installed, it may be that you are canceling the Windows Login dialog box at system startup. When you first start Windows, does your computer ask you to enter a username & password? If so, do you cancel the request? If you do that, Windows will be unable to save your dialup password as it does not have a username against which to record the password.
   To fix this:
   • Go to the start menu and choose Log Off. If Log off is not available, go to Shut Down and select Log Off from there. If there is no Log Off, choose Restart instead
   • If Windows asks if you are sure, click Yes
   • Windows should prompt you for a username and password
   • In the Username box, enter anything you like - your Linknet login name is recommended
   • Leave the Password box BLANK
   • Click OK
   • If Windows says that you have entered the wrong password, click OK, type in a different username and try again
   • If asked to confirm the password, just click OK
   Windows should stop asking you to login from now on, but should let you save your password.

3. If you are still having troubles, try deleting the password list files. To do this:
   • Go to the Start menu
   • Choose Find, then Files or Folders
   • Make sure C: drive is selected in the Look in box
   • In the Named box, type in: *.PWL
   • Click Find Now
   • Some files should appear in the list - delete each of these files
   • Follow through the instructions listed in step 2 to log in to Windows correctly
4. There is a known bug in Windows which can cause this problem. Take a look at the information provided by Microsoft on this bug at: http://support.microsoft.com/support/kb/articles/q148/9/25.asp and http://support.microsoft.com/support/kb/articles/q137/3/61.asp.

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 installed all of the critical and recommended updates for Windows. These are available from WindowsUpdate at http://windowsupdate.microsoft.com/, and fix a lot of problems found in the initial release of these versions of Windows.

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.