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, Control Panel
   
   
   
   
2. Click Network and Internet Connections
   Note: If your control panel looks difference to this, click Switch to Category View on the left hand side
   
   
   
   
3. Click Network Connections
   
   
   
   
4. Click Create a new connection on the left hand side
   
   
   
   
5. Click Next
   
   
   
   
6. Select the option Connect to the Internet, then click Next
   
   
   
   
7. Select the option Set up my connection manually, then click Next
   
   
   
   
8. Select the option Connect using a dial-up modem, then click Next
   
   
   
   
9. Type in the ISP Name Linknet, then click Next
   
   
   
   
10. Type in the Phone number 66398300, then click Next
    
    
    
    
11. Generally, select the option Anyone's use, then click Next
    
    
    
    
12. Type in your Linknet Username, your Password in the Password and Confirm password fields, un-tick the Turn on Internet Connection Firewall for this connection
    
    
    
    
13. If you would like a shortcut to Linknet on your desktop click the tickbox, then click Finish
    
    
    
    

If you have any problems with the installation, contact Technical 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 Connect To
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 (QoS Packet Scheduler may be greyed out - do not worry about it)
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. 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 1 for Windows XP. This is available from WindowsUpdate at http://windowsupdate.microsoft.com/, and fixes a lot of problems found in the initial release of Windows XP. 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.