Troubleshooting
29
Troubleshooting
28
Firewall/antivirus/browser settings
If
BoB2
TM
indicates that the connection speed is fine, the next thing to do is to disable all firewall or antivirus software
and check your Internet browser settings for things like popup blockers or spyware. There are several free anti-
spyware programs available on the net as well as some pretty good Anit-virus scanners too.
Some firewalls cause computers to behave abnormally or very slow. The only way to determine this is the cause is
to remove the program altogether.
Note: Westnet does not assist in the installation or removal of third party software and this should only be done as a last resort and by someone who is fully aware of the
implications of removing such software.
Contact Westnet on 1300 786 068 for assistance with your browser settings if you suspect these may the cause of
your problem.
Sporadic browsing/email errors
Typical causes of this error are congestion in the local network, an outage in Westnet’s extended network and
beyond or a Maximum Transmissable Unit (MTU) overflow.
Local congestion
File sharing programs and viruses are usually the culprits in this situation. If you do not have a file sharing program
such as bit-torrent software, kazaa, iTunes etc. We suggest you get your computer scanned for viruses. If you do
have any of these file sharing services please ensure they are turned off completely, often you may close the window
but the program continues to run (it will usually show up as an icon in your system tray on the bottom right of your
screen)
Your modem is connected to the Internet but still has no dataflow
It may be that your modem shows a connection but you can’t browse websites, check email or do anything else
successfully. It’s possible your computer isn’t communicating properly. You can test this by trying to access the
modem as suggested in the previous step.
If you get through, there may be a problem with your firewall or antivirus software. It’s best to disable these to rule
them out as a problem.
If you don’t get through to your modem, look into the physical side of things:
•
Check that the yellow network cable is connected firmly and that the computer is registering a network
connection
•
Try using a different cable, especially if the current one is showing any signs of wear and tear
Limited dataflow
Sometimes not having a Internet service can be frustrating, however having an Internet service that’s very slow or
intermittent can be worse! Often the problems affecting your service to this extent are difficult to diagnose quickly
but there are some simple checks you can do.
Interference causing low sync speeds
The most common dataflow problem is from interference. In particular interference causing degredation of the
quality of your phone line, thereby reducing its capacity to transfer data to and from your modem. The most
common issue we find is from “unfiltered” devices.
In order to rule out interference as the culprit it is suggested you perform an “isolation” test. See page 30.
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