Troubleshooting Dial-Up Connections in Windows 95

This document helps you to troubleshoot dial-up problems by checking all of the settings associated with your dialer and network connections.  It is a good idea to print this document and keep it in a safe place in case you begin having problems with your dial-up connection.

IMPORTANT NOTES:

There are a few different versions of dial-up networking.   The versions all look very similar, however, your screen may not look exactly like those shown below.  The screenshots in this documents were taken from the newest version of Microsoft Dial-Up Networking v1.2, however, your current version should work just fine.  (You can get this new version of Dial-Up Networking by clicking here.  More info on this new version can be found on Microsoft's website at the following address: http://support.microsoft.com/support/kb/articles/q166/2/88.asp We recommend that you read and print this article before attempting to install the new Dial-Up Networking.)

The following steps may require to insert your Windows 95 cd-rom at some point.

If you just started having problems, you may want to try rebooting your computer before going through the steps in this document.  Rebooting your computer resets your modem and reinitializes Windows 95.

PT 1 - CHECKING YOUR NETWORK SETTINGS

NOTE: if you are connected to a network, contact your network administrator before following these steps.

1) Double click My Computer
2) Double click Control Panel
3) Double click Network
4) You will notice several components installed.  Be default the following components are installed:
Client for Microsoft Networks, Client for Netware Networks, IPX/SPX and Net BEUI.  If Dial-Up Networking is also installed you should see: Dial Up Adapter, and TCP/IP.
5) If you are only connecting to the Internet, you need only the following network components:
Client for Microsoft Networks
Dial-Up Adapter
TCP/IP
6) If you are NOT connected to a network, it is safe (and recommended) to remove all components except those listed above.  To remove a component, click the component, and then click Remove.  If you ARE connected to a network, contact your network administrator before making any changes.
7) If you are missing "Dial-Up Adapter", this means that you have not yet installed Dial-Up networking (or if you have - you need to reinstall).  Click here for directions on how to reinstall Dial-Up Networking.
8) If you are missing Client for Microsoft Networks then: a) click the Add button, b) double-click client, c) choose Microsoft under Manufactures in left hand box, d) choose Client for Microsoft Networks under Network Clients in right hand box, e) click OK
9) If you are missing TCP/IP then: a) click the Add button, b) double-click protocols, c) choose Microsoft under Manufacturers in left hand box, d) choose TCP/IP under Network Protocols in right hand box, e) click OK
10) By this step, you should only see Client for Microsoft Networks, Dial-Up Adapter, and TCP/IP (as shown in screenshot below).

11) Double click on TCP/IP.
12) Under the IP Address tab, 'Obtain an IP address automatically' should be selected.
13) Click on the 'Gateway' tab.  NO information should be entered on this screen.   If there is anything listed under installed gateways, click on it, and then click the remove button.
14) Click on the 'DNS configuration' tab.  'Disable DNS' should be selected.
15) Click OK to save any changes and to exit this screen
16) Click OK again to exit the Network window.
17) If you made any changes you may be prompted to insert your Windows 95 cd-rom, and/or restart your computer.  You may do so, then proceed with the next section.

PT 2 - CHECKING YOUR DIAL-UP NETWORKING SETTINGS

1) Double-click My Computer.
2) Double-click the Dial-up Networking folder.  If this folder does not exist, you may need to install (or re-install) Dial-Up Networking.  Click here for directions on how to do this. 
3) If this is the first time you have used Dial-Up Networking, the Welcome To Dial-Up Networking Wizard appears. If not, you will see one or more icons.  The first will be 'Make New Connection'.  There may be others as well, with different names.  If the wizard does appear, follow the steps to make a new connection - you will probably want to name this connection something like "CAT Internet Dialer".
4) If you know which icon (profile) you are using to dial into us, then you should delete all other icons from this folder (Dial-Up Networking folder) EXCEPT 'Make New Connection' and the one you are currently using to dial-in to us by clicking ONCE on the icon to be deleted, and then hitting your delete key -- then SKIP steps 5 and 6 and proceed to step 7.  If you do NOT know which one you are using proceed to the next step (step 5)
5) Delete all icons, EXCEPT 'Make New Connection'.  To do this just click ONCE on the icon, then hit your delete key.
6) Now double-click on 'Make New Connection'.  When it prompts you for the name just enter 'CAT internet dialer' (CAT stands for Center for Advanced Technologies).   Continue following directions -- when you have finished it will create an icon called 'CAT internet dialer'.
7) Right click on your dialer icon (NOT 'make new connection' - the other icon which may be called 'CAT internet dialer', or may have another name if it was previously created), and select properties from the resulting menu.  You should see a screen similar to the one shown below

8) On this screen double check that your phone number is 814-9406942.  Other settings should be similar to those shown in screenshot above, however, your modem shown under "Connect using" will most likely be different (do not change this setting).
9) Next, click on the 'Server Types' tab.

10) Type of Dial-Up Server should be "PPP: Windows 95, Windows NT 3.5, Internet"
11) "Enable software compression" should be checked
12) TCP/IP should be checked.
13) Change any other settings as necessary so they match the screenshot above.
14) Click on the "TCP/IP Settings button"
15) Your screen should like identical to one of the screenshots shown below.  Both screenshots are equally correct - it doesn't matter which one you use, as long as your settings are identical to one OR the other.  The one on the left specifies the name server addresses, and the one on the right simply requests this information from the server.

-OR-

16) If your settings are not the same as either of the screenshots shown above, please change them to match one of the screenshots (it doesn't matter which one) - then click OK to save your changes.
17) This should take you back to the "Server Types" screen.  Click OK again to be sure your changes are saved.
18) You will be back to the Dial-Up Networking folder.

PT 3 - CHECKING YOUR MODEM CONFIGURATION SETTINGS

The section checks your modem configuration settings in Dial-Up Networking.

1) Open the Dial-Up Networking Folder in Control Panel.
2) Click once (don't double-click) on "CAT Internet Dialer" (or the name of the dialer icon you are using) and the select Properties under the file menu.  (or you can right-click the icon then select properties from the resulting pop-up menu)
3) Click on the "Configure" button towards the bottom of your screen.
4) You should see a screen similar to the one below

5) The setting for "Port" may be different than the one shown above.  DO NOT change this setting.
6) The speaker volume is simply the volume of your modem when it is dialing - this setting is a matter of preference.  This setting may be grayed out depending on your modem.
7) The maximum speed will normally be set to 115200 or 57600.  Theoretically, setting this number to the highest setting should give you the fastest connection.  However, due to variances in quality of phone lines, in addition to other factors, sometimes this is not the case.  You may want to try setting this at 115200 initially.  If you have problems connecting, or if you seem to be frequently disconnected for no apparent reason, you may want to change this setting to a lower value.  You should never have to set this lower than 19200 (unless you have a very old modem).  Depending on your modem and phone lines, you may not be able to have a reliable connection at 115200 or 57600.
8) "Only connect at this speed" should NOT be checked.  This option may be grayed out. 
9) The settings under the Connection tab have little or no bearing on Internet connections, so we will skip this.
10) Click on the 'Options' tab.
11) You should see a screen similar to the one shown below:

12) You should NOT have any checks under the "Connection control" setting because you do NOT need terminal windows before or after dialing.
13) Settings under "Dial control" do not really apply. 
14) You probably want a check next to "Display modem status" under the "Status control" setting.
15) Click OK to save any changes you have made.

TEST YOUR CONNECTION

At this point - your settings have all been verified to be correct.  You may now try to dial your account using the icon you created or modified.  This will bring up the "connect" screen, where you will need to type (or verify) your username, password, and phone number, and then click the 'Connect' button.  You should hear your modem dialing and see status screens appearing.  The final status screen should say "Connected" followed by the speed of your connection.  If Netscape does not start automatically, you now need to double-click the Netscape icon to start your browser.  You may also click the Start button, choose Programs, then choose either Netscape Communicator or Netscape Personal Edition (depending on which version you are using) - and then Netscape Communicator or Navigator.  Your browser should start with our homepage.  If it does not start with our homepage, or you get the message "No DNS entry", you will need to modify your settings to allow your browser to start with our homepage.  Click here for directions on how to do this.

OTHER IMPORTANT NOTES

1) If you completed all the above steps and are sure you settings are correct, but are still having problems - you may have to reinstall Dial-Up Networking.  This will normally fix most problems. Click here for directions on how to do this. After doing this, it is a good idea to check all of the above settings again.
2) If you are able to connect, but seem to be having problems relating to Netscape (the browser) itself, you may want to try reinstalling Netscape.  Click here for full directions on installing Netscape Communicator.
3) If you are able to connect, but are frequently disconnected shortly after dial-in, or while downloading - click here for suggestions on troubleshooting.  PLEASE NOTE: our system will disconnect users who are INACTIVE automatically after approx. 9 minutes.  If you are being disconnected when you are either writing an email, left your computer idle (and are not downloading), or anything else that does not transmit or receive data, it is NORMAL for you to be disconnected after approx. 9 minutes.  For more info on this 'autodisconnect' feature, click here.  It is NOT normal to be disconnected just a few seconds or minutes after connecting, or while downloading files.
4) If you are getting a screen that comes up after you type in your username and password that asks you again for your username, password, AND domain name (or workgroup) -- this probably indicates that you typed your password incorrectly on the connect screen.   REMEMBER -- passwords are CASE SENSITIVE.  Be sure you type it correctly.   If you re-enter it again correctly on this screen, it will still log you on (it is not necessary to type a domain name or workgroup)
5) If you are getting the error "No dial tone" or "No carrier", then you may have your phone line plugged into the wrong jack on your modem.  Most modems have two jacks - one is for the phone line, and one is to plug in a phone.  Be sure the phone line is connected to the correct jack.  If this still does not correct the problem - then disconnect the line from your modem, and trying plugging a phone into it to see if you get a dial tone.  If you don't get a dial tone then your problem is with your phone line or wall jack.

We hope this support document helps you to correct any problems you may be having with your connection.  If you have verified all settings as shown in this document, and are still having problems, please call our technical support at 814-946-8524.

Troy Anderson
Network Engineer / Support
The Center for Advanced Technologies
3/26/98

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