Troubleshooting Common Dial-up and Email Problems
	Operating System(s): Win95/98, 2K, XP  Application: Dialup and Email

---

Troubleshooting common Dial-up and Email Problems

 

How to Troubleshoot common Dial-up and Email Problems

1. Check Error Log:
   Is the customer username showing up in the error log? If not, the customer is either not using the username@schat.com scheme, or they are dialing the wrong phone number, or their dialup networking is configured incorrectly up on their computer.
    
2. Dial-up Logins take too long: 1min+ Windows 98 Only
   Customer has windows 98 and needs to remove the log onto network check mark under dial up networking. (Double Click on My Computer, Double Click Dial Up Networking, Right Click on the Schat.net Icon or relating Icon, Menu Will Open - Left Click on Properties, Left Click on Server Types, Remove the check mark on Log Onto Network, Left Click OK.
     
3. Cannot Login:
   Remove username and password and retype in. Make sure the spaces are gone.
    
4. Cannot bring up web site or email:
   Make sure customer is connected to the Internet.
    
5. Email disconnects when switching from browser to Outlook Express):
   Open Outlook express - Tools, Accounts, Mail tab, Double click on Schat.net email account, Connection Tab, remove the check mark for use this connection or select Local Area Connection and add the check mark.
    
6. Email disconnects after send/receive:
   Outlook Express - Tools, Options, Connection Tab. Remove the Check mark on Hang up after Sending and Receiving.
    
7. Cannot Relay Email:
   Cannot Send Email But Can receive email: users SMTP email setting(send mail transfer protocol) needs to be set to the isp their using to get on the internet service from. (servers will not relay because of spam problems) i.e. if they have Verizon, then SMTP = mail.verizon.net
    
8. No Dial Tone:
   Phone line is in the wrong slot or phone line does not work. Phone line needs to be in the rj11 slot labeled Line not Phone. If the phone line does not work plug a standard phone into the rj11 slot labeled Phone.
    
9. Cannot Find Modem :
   1) Reboot computer first - modem locked up and needs to be reset. 2) Modem driver is incorrect - test going into start, setting, control panel, modems, Diagnostics tab, Select modem, More Info.                            2) Bad Modem replace
    
10. AOL Problems:
    Best to Uninstall AOL First - Go to Start > Settings > Control Panel > Add & Remove Programs > AOL
     
11. Customer Cannot Browse or Check Email but is getting Online:
    Uninstall AOL - AOL has their own TCP/IP  connector that conflicts with Microsoft's TCP/IP
     

Home|Store|Services| Client Tools|Support|Contact
Site Map