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Common Problems

Here in our Tech Support Center we've noticed that many of our customers experience some of the same technical difficulties from time to time. Here we have described some of the problems we are asked to remedy on an almost daily basis and the solutions we've come up with to deal with them. We would like to be able to anticipate questions/problems our customers may encounter while learning to use the Internet If you know of other problems we have not addressed here or have information you think others would benefit from, we would really appreciate you letting us know by sending us an email message.

Solutions to Common Problems

1. Symptoms: You have the "Connect to the Internet as needed" feature enabled but Internet Explorer does not automatically dial AlaNet. Because you are not connected to AlaNet, the following error message may be displayed:

"Unable to open the site <http://Address of Your Start Page>. Verify that the address is correct and try again."

To connect to the Internet, usually all you have to do is double-click your Internet icon on the desktop and then, just before launching Internet Explorer, the computer brings up the "Connect to AlaNet" dialog box. After making certain your username and password have been entered correctly and that the phone number to AlaNet is correct, you press 'Connect' to cause the modem to dial and establish the connection. Everything may work just fine and then one day you click your Internet icon and the error message above appears on your screen.

Resolution: To cause Internet Explorer to automatically dial AlaNet, follow these steps: First, click Start, point to Programs, point to Accessories, and then click Dial-Up Networking. Double-click the AlaNet connection and then log on as you normally do. After you have successfully logged on, start Internet Explorer. Empty the temporary file cache. To do this, click View on the menu at the top of the screen, then choose options. Next click the Advanced tab, click settings, click Empty Folder, click Yes, click OK and then click OK again. Type the Internet address of the Web site you want to use as your Start page in the Address box, and then press the ENTER key. Perform this step even if the site you want to use is already listed in the Address box. (If the address you want to use did not appear in the Address box when you started Internet Explorer, click View and then Options. IE2.0 or earlier, click the Start and Search Pages tab, and then click Use Current. Ie3.x, click the Navigation tab, and then click Use Current. IE4.0, click the General tab and then click Use Current. Quit Internet Explorer and the Dial-Up Networking connection, and then restart Internet Explorer.

2. Symptoms: When you try to connect to AlaNet, you get the following error message: Dial-up Networking could not negotiate a compatible set of Network protocols.

Resolution: There are several possible solutions to this problem. First, choose option "A" in the list below which is the simplist solution. If that doesn't work, go to the next item in the list and so on until you have fixed the problem.

A. Do you have the appropriate server type selected?
B. Do you have the correct protocol installed?
C. Do you have global TCP/IP settings entered in the Network Properties dialog box?

3. Symptoms: I can't save my password for my AlaNet connction

Resolution: There are several possible solutions to this problem. First, choose option "A" in the list below which is the simplist solution. If that doesn't work, go to the next item in the list and so on until you have fixed the problem.

A. Are you logged on to Windows 98 correctly?
B. Is the Microsoft Client for Microsoft Networks installed?
C. Is your password file damaged?
D. Is there a problem with your Dial-Up Networking configuration?

4. Symptoms: It takes a long time to connect to AlaNet.

Resolution: Is the Log on to Network option enabled?

When the Log on to network option is selected, the Dial-Up Networking service tries to find a Microsoft Windows network. If it does not find one, the connection times out.

To disable the Log on to network option

1. Click Start, point to Programs, point to Accessories, point to Communications, and then click Dial-Up Networking. (Or you could get to the same place by clicking My Computer on the desktop, then click Dial-Up Networking.)
2. In the Dial-Up Networking dialog box, right-click the connection for AlaNet, and then click Properties.
3. On the Server Types tab, click to clear the Log on to network check box, and then click OK.

5. Symptoms: When I start Internet Explorer, I receive the error message: The computer you are dialing into cannot establish a dial-up networking connection. Check your password and then try again.

Resolution: Make sure your password and username are correct. If either one of these is typed incorrectly, you will not be able to log in to AlaNet. Also, check to see that your Caps Lock key is not on.

NOTE: Passwords and usernames are case sensitive. Please check your customer information sheet and key in your username and password exactly as it appears there. If you do not have your customer information sheet, contact the office and we can look up your username and password for you.

Last Updated: Thursday, March 25, 1999

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