General Dial-up questions and problems
These are only suggestions and
possible solutions to your dial up problems.
1.1 My modem dials in, but my computer says the login
failed and to check my username and password.
Your username and password.
The most common problem that users have with logging in is
entering an invalid username and/or password. Your username
and password are case sensitive! If you have even one
character of the wrong case, your login will fail. Check your
Caps Lock key.
Your username is the part of your email address before the @
sign, so do not use your full email address as the username.
If your username is meuser then enter just meuser
in the username field (or Connect To window).
Please note that just because Windows says to check your
username and password that you've entered, it really doesn't
mean that you entered them incorrectly. Sometimes the error
that Windows gives you can be ignored. Windows has a habit of
giving inconclusive error messages about logging into your
Internet account.
Spaces before or after your username and password.
We've found that the most common problem is accidentally
adding a space before or after the username or password. i.e,
typing a username like this (quotes added for clarity):
'meuser '
or
' meuser'
It's a space, so even if you don't see it, there may be one
there.
Check your modem init string.
Many brands of modems are for sale out there, and generally
most will do just fine with default settings. Many, however,
need some special initialization string to work properly. For
info on settings that may improve performance, please view the
documentation that came with your particular brand.
For most modems,
AT&F1 sets the modem to run at it's default settings.
Changing the modem
init string.
Windows9x users can
follow these steps:
Double-click My
Computer, then Dial-up Networking. Find the icon
for your connection to NetStar/NOL. Right-click on that icon and
choose Properties from the pop-up window. Next click Configure
below the listing for your modem. Click the Connection
tab, then click on the Advanced button. You'll see a
text box for Extra Settings. Enter the init string for
the modem there. Click OK until you return to your
Win9x desktop.
Disabling software compression.
Many Windows users can solve their connection problems by
disabling software compression.
Windows9x users can follow these steps:
- Double-click My Computer.
- Double-click Dial-up Networking.
- Right-click on the NetStar/NOL icon and choose Properties.
- Press the Server Types button (some versions of
Windows may have a tab in place of the button).
- Uncheck the box next to Enable Software Compression.
- Click OK until you return to your Win9x desktop.
Lower the Com port speed.
Sometimes a user's hardware isn't able to handle the
throughput that new modems can deliver. Occasionally it's the
phone lines that choke. Lowering the Com port speed can help.
Lower the modem connection speed.
Sometimes a user's hardware isn't able to handle the
throughput that new modems can deliver. Occasionally it's the
phone lines that choke. Lowering the communication rate can
help.
Remove unnecessary network drivers.
Open the Control Panel and double-click on the Network
icon. There are only two drivers that you need to maintain a
dialup Internet connection. extraneous drivers can cause
trouble logging onto NetStar. Try removing everything there except:
- Client for Microsoft Networks (not necessary, but see Can't
Save My Password below).
- Dial-up Adapter
- TCP/IP (or TCP/IP Dialup Adapter)
All other drivers may be removed, unless you are on
a LAN or network that needs to have these drivers present.
Make sure you have the proper network drivers installed.
Win9x users must have both TCP/IP and Dialup Adapter
drivers installed to dial in to NetStar. If your computer
came with Win9x already installed, you're probably okay. If
you upgraded from a previous version of Windows, you may not
have installed all required software.
Remove third-party Windows sockets and networking files,
such as AOL.
If you previously installed software for an online service
such as AOL, then you may run into problems connecting to an
Internet Service Provider.
Remove the AOL software and check the file:
c:\autoexec.bat
to make sure that it does not have
c:\AOL30
(or another version) in the PATH statement.
Do a search on your hard drive for all files which contain
the string winsock and delete or rename them. DO NOT
DELETE any residing in your windows directory.
If you wish to continue using your AOL account, then try
just removing the PATH statement as mentioned above and do not
delete all other winsock files.
Replace your WINMODEM.
What is a WinModem?
Software-based modems (they are often called Soft modems)
use fewer chips than more expensive modems. Software does the
work normally done by the missing chips and the load falls on
the computer's main processor (CPU).
Modems consist of two major components:
A Datapump: Performs the basic modulation/demodulation
tasks for which modems are named.
A Controller: Provides the modem's identity: this is where the
protocols for hardware error correction, hardware data
compression, and basic modulation protocols (such as V.34, x2,
K56flex, or V.90) exist. The controller is also what
interprets AT commands.
Most modems implement both features in hardware, as chips
inside the modem.
A controllerless modem, such as a WinModem, still has a
hardware datapump, but software implements the controller
function.
Why winmodems sometimes don't work.
Winmodems are designed to to talk to other winmodems.
Essentially, Windows to Windows gaming is your thing, have a
blast! If you also want to get onto the Internet (which means
connecting to a non-windows machine), use DOS applications,
talk to Macintosh, OS/2 or UNIX boxes, sorry. Typical behavior
is for the winmodems to work at first, perhaps one day, maybe
six months then inexplicably fail. In most cases, DOS
programmers do not support winmodems and many ISPs do not as
well. The reason, support cannot be guaranteed for modems
bound to fail.
How did I end up with a WinModem? I didn't ask for one.
Computer manufacturers and many local resellers will sell a
new computer with a WinModem and not explain to the customer
exactly what they are getting. The big reason is that they are
inexpensive, which lowers the cost of the whole system. Many
of our users who've had chronic connection difficulties have
returned their computer and asked for a real modem (after our
urging) and found their problem has suddenly vanished.
If you are going to get a winmodem, then try to get a
Lucent-based LT winmodem or a 3Com/USR model.
For maximum performance, we recommend:
3Com/USR 56K Faxmodems or 3Com/USR Courier V.Everything
modems.
Updating winmodem drivers.
If you have a winmodem, it uses software drivers. Updating
those drivers can sometimes gain a marked improvement in
performance.
If you aren't very experienced with computers, we recommend
hiring a technician to do these upgrades for you. Call us and
we can recommend someone.
1.2 I believe I have everything set up, but why isn't my
modem dialing?
If you have an external modem double-check that it is
actually connected by a serial cable to your computer and to a
line which leads to a phone jack.
Make sure the phone jack works.
Make sure that your modem is set to the correct Windows COM
port. Win9x users need to look in the Control Panel.
1.3 My modem has dialed in, and I see a window on my
screen that says I'm connected...but nothing is happening.
Where's the Internet?
Cool! You are on the Internet.
Many new users are former online service customers (AOL,
CompuServe, Prodigy, etc), and are confused when they login
and don't see something flashy on their screen.
If your modem dials and your software says you're
connected, you are indeed already on the Internet. Now it's a
matter of starting the software that lets you connect to sites
on the web, or to check your email, etc.
So if you are connected successfully, try opening your web
browser or email software. Perhaps you already have a shortcut
to your web browser on your desktop. If so, double-click it
and see what happens.
1.4 Why do I keep getting disconnected?
There are many reasons your modem will disconnect. The main
culprit is phone line noise. Don't hear any noise? That
doesn't mean anything, unfortunately, since voice calls may
sound clear enough, but data calls, where the line is being
stressed more, can be severely degraded due to chronic noise
or bursts of noise in the line. All analog phone lines have noise,
which isn't necessarily audible sound, it's just that some
people are unlucky and end up with more noise than is normal.
If you live in a location outside of our dial-up area, line
noise is almost always the culprit.
The cause of frequent disconnection can also often be
traced to the modem being used; as mentioned above some modems
just don't cut it.
The two best ways to aid in getting better connections are
to lower your connection speed and to find a better init
string for your modem.
See Winmodems and Modem
Init Strings.
If all else fails, you should call and speak to a
technician since there are so many things that can cause
disconnects.
1.5 I'm using Windows, and I can't
save my password. The Save Password check box is grayed
out.
In order for you to be able to save your password, you need
to install the Client For Microsoft Networks. Open the Control
Panel, double-click on Network, click Add,
double-click Clients, click on Microsoft then
choose Client For Microsoft Networks in the right-hand
side of the window. Make sure to have your Windows CD-ROM
handy if needed.
1.6 I use Windows,
and when I open my web browser, it doesn't connect me to
NetStar/NOL any longer.
This can start
happening if you were online and the power to the computer was
lost suddenly. Windows decides to forget that you need to be
connected to your Internet account to browse the web.
This problem should
be fixed by logging into your account and then logging out
normally. If that doesn't fix it, you may need to login
manually by opening the dialup networking connection yourself
(My Computer->Dialup Networking->NetStar/NOL).
We get numerous
calls about this after thunderstorms--which is why it's a good
idea to shut down the computer for the duration of the storm,
unless you have an Uninterruptable Power Supply (UPS). This
will also save you thousands of dollars in the event of a
lightning strike nearby.
You may also want
to right-click on the icon labeled The Internet on your
desktop, then choose properties. Click the Connection
tab and check the box next to Login to the Internet as needed.
Choose the connection to NetStar/NOL from the drop-down list in
the same window. If you don't have an icon named The
Internet on your desktop try looking in the Control Panel.
1.7 After my modem dials, I hear recording. I can't
ever connect to Net Star.
You are almost certainly dialing our phone number prefixed
with 1-281. You can't dial a local number like a
long-distance one. In the Connect To window, look
closely at the number. If you see 1-281 or just 281, then the
connection is misconfigured.
To fix this, click the Dial Properties button from
the Connect To and find near the top of the window the
text area asking for your area code. Make sure that
281/713/832 is
entered as your section that says 'Telephone'. Click OK and the phone
number should be fixed.
In addition, if you don't have call waiting on the line you
are using to dial out, make sure you aren't dialing *70 before
our phone number.
1.8 What's the best way to solve connection problems with
Windows?
Quick answer: reboot the computer.
This solves the vast majority of problems with logging in,
connecting to web sites, sending and receiving email, etc.
This is due to bugs in the Windows networking code. In
general, the longer the computer has been on, the less Windows
behaves.
1.9 Something just isn't working right! Your network must
be messed up.
Any unexpected down time will be explained on our web site
or via a mail bulletin to all users. Though anything is
possible, such down times are a very rare problem here at NET
STAR.
If you can get connected, please use this page to trouble
shoot. If you are still having problems please call
281.240.7300 ext. 320
1.10 I have this really fast modem. How come my connection
speed is so low?
The biggest obstacle to overcome with dialup internet
connections is the quality of the phone lines and telephone
network. Many people in the area are blessed with relatively
clean telephone connections. Some are not. It's important to
note that even though you don't hear static when making voice
calls, your line may still be noisy.
When two modems are connected together (i.e. yours and one
of ours), they keep a carrier signal going the entire time.
That, along with the burden of any actual data passing back
and forth, puts much more stress on a phone line then a normal
voice call. A poor-quality line will cause disconnects and a
slow baud rate.
Your modem and our modem will connect at the fastest speed
allowable. If you connect at a slower speed, but usually
attain higher, try hanging up and dialing again; every time
you make a call it's routed a bit differently, so you may have
better luck with the next call.
If, on the other hand, you consistently connect at
sub-optimal speeds, you may wish to call your local phone
provider. They may
brush you off since they only guarantee 9600 baud, but they
also may be able to isolate where in your phone line the
problem lies that is causing excessive noise.
See also the next section, especially if you consistently
see 26,400 baud connections with 56K, 33,600 or 28,800 baud
modems.
1.11 Every time I login, I ALWAYS get 26,400 baud.
Sometimes phone companies will take shortcuts when adding
new lines to an existing building or home (surprised?). What
they will do is, instead of adding another line by running
more copper, they will take an existing 56K-capable line and
will use a pair gain box to split the bandwidth into two
channels. Viola, you have two phone lines.
The result? The maximum speed you'll ever see on that line
is 26,400 baud.
This is called MUXING (multiplexing). If you are having an
additional phone line installed, ask Sprint to not MUX it.
Perhaps they will comply--we're not certain if they will or
not (your report to us on success/failure would be welcome).
It's important to note that Sprint is perfectly within the law
to MUX a phone line.
1.12 I have a 56K modem. How come I can only get 33,600
baud?
A 56K connection requires special digital modems at the
ISP. In addition, the ISP-side of the phone lines are required
to be all digital (the only analog portion allowed is between
you and the phone company central office).
1.13 I have a 56K modem and am dialing your 56K number,
but I'm not getting anywhere close to the fastest speed of my
modem.
The FCC limits speed to 53K due to voltage restrictions in
the telephone network. In most areas, the maximum speed you'll
get is between 42-49K.
1.14 How do I change the phone number I'm dialing? Every
time I change it in the Connect To window it reverts to
the old number.
