Troubleshooting Guide

Use this guide to help you fix a Dial-up issue

Connection is consistently dropped

    1. Go to Start->Settings->Control Panel->Internet Options. (NOTE: On Windows XP, it could be just Start->Control Panel->Internet Options). Click on the Connections tab. Click on the Kinex connection and then click Settings... In the settings screen, click on the Advanced button under Dial-up settings. Be sure that both "Disconnect if idle for more than x minutes" and "Disconnect when connection may no longer be needed" are both unchecked. Those options are to ensure that the connection is not accidentally left active, occupying the phone line. If you can remember to disconnect from the Internet when it is not in use, or if you don't need to disconnect, then you will be fine disabling them.

      1. Pick up a phone that is on the same line as the computer, and be sure that you hear a dial tone. If you don't hear a dial tone, then a phone in the building is probably off the hook. That will need to be remedied in order to continue. Once you hear a dial tone, press any number and then listen in the handset. If you hear static, then the problem could be caused by a faulty phone line. This will need to be repaired by your phone company.

        1. Unplug all of the phones in the building that are on the same line as the computer. If the problem goes away, then it could have been caused by one of the phones. Plug them back in one at a time and see if a particular phone causes the line to be dropped.

          1. If there are more Dial-up Access numbers for your area, try them all and see if a different number solves the problem.

            1. As a last resort, try WinSockFix; it is a utility that helps restore Internet connectivity by correcting registry entries that may have become corrupted. It is capable of making a backup of your current settings, and it is recommended that you do so. WinSockFix is freeware, and it can be downloaded here.

            1. If none of the above solutions work for you, the problem most likely is your modem needs to be replaced. Call our office for more information on modem replacements.

            General Problems for all OS's (Windows, Mac, Linux):

            • Password mistyped or missing.

            Passwords are case sensitive.  Ensure the Caps Lock is NOT on.

            • Using the wrong Dial-up phone number.

            Dial-up Numbers can be found here

            Warning: We will not be responsible for long-distance charges. It is up to you to make sure that our number is local to your location.

            Windows 95/98:

            Reboot your computer.

            Windows 95/98 is infamous for memory leaks, causing connection problems after a period of time.  Rebooting the computer fixes MANY problems in Windows 95/98.

            Windows ME:

            Lucent LT WinModem must be at least version 5.97.

            Most WinME computers shipped with an earlier, incorrect version of the driver.

            Go to for the latest driver for the Lucent LT WinModem.

            Windows XP & Windows 2000:

            Disable "LCP Extensions".

            Enable "Client for Microsoft Networks".