Helpdesk -
43
You Cannot Connect to the Internet
1. Your account details have not been released yet.
a. After you have just performed your online subscription with an Internet Service Provider (ISP), it is recommended
that you restart your computer to complete the Internet setup process.
b. The first time you use your Internet connection, your account may not be accepted immediately. Certain ISPs
require a short setup period to process your account details. Please wait 30 minutes before you try to connect to
their services again.
2. You entered an incorrect user name and/or password.
a. Check your user ID and password. Re-type them if necessary.
b. Check exact spelling (upper and lower case, or any punctuation).
c. Check the login and setup information given to you by your ISP
3. The server you are trying to connect to is out of order.
Check with your ISP whether the service is available.
4. Your Internet settings (browser, email, or connection) may have been changed.
When you subscribe, your ISP usually provides connection details (user name, password, server phone number, email
address, etc.). Check these details and restore your Internet settings, following the procedure given by your ISP.
5. Your account with your Internet Service Provider has been terminated or your ISP server is unavailable.
Contact your ISP and check the access conditions to their Internet server.
6. You have moved and your dialling location has changed.
a. Change your settings by clicking on
Start
>
Control Panel
.
Change the
View by:
option to
Large icons
, then select
Phone
and Modem
.
b. Specify your new location and any special options for your phone
line.
c. Click on
OK
.
d. Change the
View by:
option back to
Category
when you have
finished.
7. You have used the
Recovery Management
program.
a. If your Internet access required you to install software, you should
reinstall this software.
You are using a dial-up modem (optional)
1. The modem may not be connected properly.
Check the modem cable connections between the computer and the telephone socket.
If your computer has a network port, make sure your modem cable is connected to your modem port and not to your
network port.
2. The telephone line may already be in use.
Free the telephone line before you dial a modem connection. You cannot phone and connect to the Internet at the same
time if both your telephone and your modem use the same line.
3. There is no dial tone
a. Disconnect your modem and plug in a telephone to check the integrity of your telephone line. If you can hear a
normal dialling tone on the phone, then your modem or cable may be defective.
b. Check that the dialling type is correctly set-up for your country. Click on
Start
>
Control Panel
. Change the
View by:
option to
Large icons
, then select
Phone and Modem
. Make any changes to match your phone
configuration and click on
OK
to finish.
4. The modem is used by another program ("COM port in use" error message).
