Common Dial-up Problems

• My computer says there is "no dial tone"
• Unable to negotiate a compatible set of protocols
• My computer appears to be connected to the internet but Netscape / Internet Explorer will not find any sites?
• My Modem Disconnects after 5-10 Minutes
• I get an error telling me that my Username or Password is Incorrect

The causes for this complaint are usually "physical" and could be caused by:

• Loose modem cable
• Loose or mis-plugged phone cable
• Faulty phone cable
• Faulty double phone adapter
• Faulty phone socket

Loose modem cable: (external modems only) make sure the cable between the modem and the computer is securely attached at both ends.

Loose or mis-plugged phone cable: Make sure the phone cable is securely inserted in the wall socket and that at the modem end it is securely attached to the "line" socket (it will not work if it is attached to the "phone" socket)

Faulty phone cable: If the above suggestions do not help, you could try unplugging the cable from the back of a telephone that you know to be working, and use that with the modem.

Faulty double phone adapter: If you are plugging the modems phone cord into a double adapter at the wall socket (or anywhere else along the line) try removing the adapter and putting the modems cord directly into the wall socket. Faulty adaptors are a very common cause for complaint (even when the telephone works when it is plugged into them!!).

Faulty phone socket: Test the wall socket that the modem is plugged into, by plugging a telephone into it and making a phone call (listen for a crackling sound or anything else odd).

When dialling up, Windows gives the error: "Unable to negotiate a compatible set of protocols".

First try going to a site inside the University.

You could try: http://itassist.usyd.edu.au for example.

If you can get there: Your network connection is fine. However you may have forgotten to put in the proxy settings.

If you cannot get there: Refer back to the set up instructions and ensure the primary and secondary DNS numbers are correctly entered.

There are two very common causes for this complaint:

Other devices: Other phones and faxes can build up resistance on the line and cause a drop out after a few minutes. Disconnect all other devices and try again.

Call waiting: When call waiting is enabled, a tone can be heard on the line when there is an incoming call. This tone will disconnect your Internet connection.

To disable call waiting, dial #43# on your telephone, when you hear a tone and / or a recorded voice, hang up.

To re-enable call waiting once you are finished using the Internet, dial *43# on your telephone, when you hear a tone and / or a recorded voice, hang up.

The first thing to check when you receive this error is that you have entered the correct Username and Password. If your computer automatically enters your username and password information try deleting what is currently listed on your computer and retyping them in.

Another possibility is that your account has run out of credit, check your account balance regularly to ensure that this is not the case. If your account has run out of credit you will need to top it up via another internet connection or in person at one of the Access Labs or at the Helpdesk.

If you have forgotten or lost your password you will need to collect a new password from one of the Access Labs or the Helpdesk. Alternatively you may phone the Helpdesk and request that a new one be posted to your University mailing address.