- Problem: The subscriber is having difficulty establishing a connection.
Error Message: Your Internet unit is having trouble connecting to WebTV Network®. Please try connecting again.
Diagnosis: Determine if the modem is negotiating successfully. The subscriber will have access to audible modem tones to determine this. Go to "Settings," select "Dialing," then "Advanced". On the Advanced page, checkmark "Audible Dialing", then select "Done". Then the subscriber should try to connect and see if a "handshake" is audible.
- Problem: The subscriber is having difficulty connecting to the ISP network.
Error Message A: Your Internet Service Provider Password did not match your user name.
Diagnosis A: Check the settings and then try again. (In this case, the
user has mis-typed the information.)
Error Message B: Please re-enter your password and password confirmation.
They did not match.
Diagnosis B: As with computers, this information will be in the logfiles of the ISP authentication system (e.g., RADIUS, TACACS). If the user has a bad user name or password, it will show up here. Bad user names and passwords are usually caused by case sensitive typing errors.
- Problem: Subscriber is having connectivity problems after making
the initial connection.
Diagnosis: Problems that involve connectivity to sites (both Internet
and WebTV Network should be diagnosed as standard IP connectivity: ping,
traceroute to the Fully Qualified Domain Name (FQDN) and the IP address
of the site in question. If the FQDN ping or traceroute fails but the IP
address test succeeds, consider problems with the DNS. If the traceroute
indicates a routing failure across the Internet, call your upstream ISP.
- Problem: Subscriber is having difficulty using the WebTV Network
system or is having trouble accessing the WebTV Network service.
Diagnosis: Refer individual to WebTV Networks customer service,
1-800-GO-WEBTV (1.800.469.3288).
|