Helpdesk » Dial Up » Troubleshooting

 
Before You Start
 
  • If your run into problems with your PC, it's a good idea to reboot the computer before you start any troubleshooting. You'd be surprised how many problems can be fixed by a simple reboot.
  • Modems occasionally lock-up. If you're having difficulties with your dialup connection try turning the modem off for 30 seconds, then powering it back on. If you have an internal modem, you can achieve the same result by rebooting your computer.
  • If you need to call the HelpDesk in relation to a problem with dial up networking, please make sure you're sitting in front of your computer with your computer switched on when you call.
 
Physical Problems
 
  • Avoid using long phone leads between your modem and the wall socket. The longer the lead, the more likely it is that you'll experience interference on the line. If possible, limit the length of your phone cable to two or three meters.
  • Modems often have two sockets that will accept a phone line - a 'line' and a 'phone' socket. Make sure you use the 'line' socket to connect the phone cable from the wall.
  • Other devices on the same line as your modem (i.e. devices that share the same phone number) can cause interference, and may cause problems for your modem. This is especially true of fax machines, answering machines and cordless telephones. If you're experiencing problems with your connection, try unplugging all other devices that share the same line before you dial-up. If the problem disappears, plug the other devices back in one by one - this should help you to isolate the equipment that's causing the problem.
  • If you're having problems establishing a connection check that all leads are still firmly connected to your computer and modem. If you have pets or have been moving furniture, check the leads for damage as well.
  • Do not leave mobile phones close to your computer whilst you're connected to the internet (even if the mobile is not in use). Mobile phones and other devices that transmit data can cause interference with your dial up connection, and may result in trouble connecting or frequent disconnections.
  • Ensure the phone line you're using is an analogue phone line. Some hotels, businesses, and campus locations have digital phone lines. Digital phone lines are not suitable for dial up networking connections and can even damage the modem. Most standard domestic phone lines are analogue.
  • Telstra Message Bank changes your dial tone when you have messages waiting to be collected. If you try to establish a dial-up connection when your phone line is in this state, your modem may not recognise the dial tone, and you may have problems connecting. If you check for messages before you dialup you will avoid this problem.
  • Call waiting can cause modem disconnections if someone attempts to call you when you're online. It's a good idea to turn off call waiting before connecting.
  • External modems should be turned on before booting your PC.
  • Phone devices can suffer electrical "wear and tear" from power surges, lightning strikes or other phone and power line anomalies. This means that devices that have previously caused no interference with your modem can become problematic at any time. It is for this reason that isolation of the modem on the phone line (i.e. by unplugging other devices) is an important troubleshooting step.
 
Software Problems
 
  • If you suspect a software related problem don't forget to reboot your computer before trying to troubleshoot. It's important to remember that many operating systems are not designed to be left on 24 hours a day, 7 days a week without a restart. Many operating systems (especially older ones) will encounter more performance problems the longer they're turned on. Windows 95, 98, and ME users are likely to gain the most benefit from regular shutdowns or reboots.
  • Internal modems are very driver dependant, so it's important to keep your modem driver up to date if you're using an internal modem. You can check for updated drivers on your modem manufacturer's web page.
  • Keep in mind that software conflicts can occur if you're running multiple applications that perform similar functions (e.g. it's not a good idea to use two different firewall or anti virus programs at the same time). If you have fax software running on your PC and try to connect to the internet you may see a "port already in use" error message. Close the fax software before attempting to re-dial.
  • It's a good idea to have an alternative web browser installed on your computer. For example, if you use Internet Explorer as your default browser, you could install Netscape or Mozilla as a second alternative. If a problem were to develop with your main browser, you could switch to the backup to view online help pages and download updates to help you fix the problem.