|
||||
Click on dust puppy to view Schedule |
||||
Eznet's Guide to Customer Support |
128 bit Encryption versions of Internet explorer or Netscape
Failure to be allowed to download these is usually a result of the user hitting a new bank of ip numbers which are not reversed DNS-ed. These versions, acording to trade rules are limited to North American distributions. Just Disconnect and reconnect to eznet and you should be able to download it.
Access numbers
- When giving out an access phone number, read the disclaimer and record it in the logs.
- Eznet does not have an 800 number to call. customers would have to either obtain local access on their trip or dial long distance. Webmail is available for those who have acccess out of town.
- phone numbers given to users should always be logged in the log for the user name.
- IF you have them get directions from the web OR we are faxing the setup please make reference to that in the log. If they are setting up themselves record it.
- * ALL entries into supportlogs for initial setup & DUN settings checks WILL have the number used for dialup included....regardless of operating system.
Access Numbers and local Bell Atlantic
If a customer calls in and says that they were told the new access phone number is long distance, please have them call back and note the Bell Atlantic reps FULL name, the number they called and the time and date. Mail to Tim Koegel, csa@eznet.net , and he will then address each case with all parties.
There are Letters from Bell Atlantic stating what is local to who which we can FAX to the user, if need be.
Andover pop
The number you should now dial is (607) 324-3845. Please note that the dialing the new number connects to new v.90 56k equipment. A few users may experience connection problems if their modems are not updated with the newest code for v.90.
This message ONLY applies to you if you are calling from:
| (607) 478 - Andover | (607) 587 - Alfred | (607) 871 - Alfred | (607) 276 - Almond | (607) 225 - Greenwood |
Citizens Telecomm has not yet turned down our Andover number. They,should be shortly. Expect calls wondering "why the Andover number is no longer in service". We do have a few lines left for test purposes or if people can't connect to the new number. Point those custs to me if they need the number. CSA: 8/30/99
AOL 4.0 for Mac
setup
signon from new location
next
type in eznet as location
next
add tcp connection
next
ok the tcp connection added window
sign on to internet and then signon to aol
Browser
Obtaining a browser from the web:
- if they have a working email program, we setup email and then emailed the active setup wizard for IE4.0, it's very small and fits through the email with little or no problems.
- our software has a browser in it
- can send them via ftp client to our ftp site
Busy signals:
- see under "fast busy"
Circuits page
From http://support.eznet.net/circuits there are links at the top of the page for:
Add Circuit | Rochester Modem Pool | Full Internet Bandwidth
Add Circuits: DO NOT USE
Roch. Modem Pool: we can view modem usage
Full Internet BW: Shows our BW usage
Another link for bandwidth is http://circuits.eznet.net/
Conference Calling
Conference calling:
1. put user on hold
2. call third party (in this case rick)
3. hit TR/COM
4. Hit the out button where your second party is held
5. Hit TR/COM again
Connect History 3/12/99
Users.db now has a sub menu showing "Connect History" this will open a new window showing a record of connects i.e.:
1. SHOWS USERNAME : Calls for Id: noth06
2. DATE, TIME, PORT AND CONNECT SPEED : 03-11-99 08:36:08: noth06 logged onto roc-tc5.eznet.net:S2072 @ 37333_BPS
3. LOGOUT INFO
4. NUMBER CALLED Called From: [] Called To: [9556011]
5. ASSIGNED IP AND DATA INFO : IP: [208.157.150.31] Up Bytes: [2337] Down Bytes: [748]
6. REASON FOR TERMINATION : Term Cause: [User- Request] Session time: [0.00 h]
Contacting engineers after-hours
|
||||
Click on dust puppy to view Schedule |
||||
Corporate customer
In the event that you receive a call from a corporate customer you will be required to notify Bruce for follow through. Create the request in sales-tech Track or email bruce.. This by no means suggests that basic troubleshooting should be overlooked. If you have any questions feel free to ask him. Under no circumstances are you to approach the sales staff with the problem.
Tickets for corporate customers will be written to sales-tech
A. trouble shoot them as you normally do
B. write a sales-tech request to bruce with all the details of the problem
C. always include the user name/domain/smtp addy, the contacts name, phone number, and any other pertainent info that would help.
Corporate sites unavailable
If we can see them, but they can not be dns-ed from outside eznet and we host them, then go to http://www.networksolutions.com and follow links to secure server to make payment on the domain. type in the domain name and find out if it has money due at internic. If it does, then let billing know through a ticket. if not write a sales tech.
Counter on web page
must find their own
Dedicated circuits page
Dial Up Networking
installing dial up networking
- double click my computer
- double click control panel
- double click add/remove
- click on the windows setup tab
- double click communications
- check dialup networking
- click ok
- click apply at windows and follow any prompts to restart.
- If it asks you to proved computer and workgroup names, computer name
should be user name (lower case) workgroup is workgroup.
"Dial using Calling Card" error
User attempted to dial out, but computer kept giving him an error that his calling card info was corrupt. Went into the Dial Properties, check the line "Dial using Calling Card", then enter the settings and switched it to "US Sprint Direct Dial..." Then uncheck the line that said "Dial using Calling Card" and it eliminated the error.
Disk space
You get a total of 15 mb on our servers. It includes your home page, your mail and ftp. To determine your home page usage you should get a good ftp client that will allow you to display the memory attribues used by each file. Programs such as cute and ws_ftp will do this. If you know how to use telnet you can also get info on your home account that way.
DNS NUMBERS 3/28/99
Primary DNS Server : 209.105.128.2
Secondary DNS Server: 209.105.129.2
It is VERY important that ALL new customers be given these addresses rather then the OLD ones, as in the near future we will be contacting all existing customers to update their settings and we will not be contacting any NEW customers.
Downloading Browser using FTP client
Easynet Spell it E-Z-N-E-T please! We are not easy, we are EZ
Email accounts
Yes you can have additional email as an add on to the unlimited dialup account. There are also alternatives to this account, which can be found on the net. A few free email sites on the net are www.pmail.net , www.hotmail.com , www.yahoo.com , www.bigfoot.com .
All these are accessable through your dialup for eznet.
E-Mail through Yahoo 3/23/99
E-mail through hotmail
Hot mail has their own method of sending attatchments, when composing hotmail you should see an attachment option and it should give you directions on using that option. If that does not work please contact hotmail for further support.
family voice
Contact person on all family voice accounts should be changed to
Chris Davis as per Chris's request. He was on a few but was not on
all and he is the technical person for the accounts.
Fast busies are an indication that the telco has reached capacity, It was determined that in the event of a report of fast busies the on-call technician, and the branch owner will be notified and made aware of the report. When reporting the problem please be specific i.e. time of report, location, etc. Just inform the customer that our engineers will be made aware of the problem. -jeff
Finding files on the Hard drive
Useful DOS command from the root directory follows. Open a DOS window and change direcotory if need be to c:\
> C:\>dir /s eul306.exe <---You Type this! with the filenname you want
>
> Volume in drive C has no label
> Volume Serial Number is 3310-1809
>
> Directory of C:\kwilkins <---this is the pathway answer
>
> EUL306 EXE 4,612,938 06-17-99 9:42p eul306.exe
> 1 file(s) 4,612,938 bytes
>
> Total files listed:
> 1 file(s) 4,612,938 bytes
> 0 dir(s) 124,022,784 bytes free
>
> C:\>
Finger
New user accounts will not show up on a finger, and the existing users will
shortly be removed from finger. 9-23-99
Frequent Disconnects
To trouble shoot frequent disconnects try the following
- have them unplug all phone jacks as a final troubleshoot to frequent disconnects.
- Check modem brand, If winmodem , cold boot
- check dialer properties for ip header compression and software compression settings.
- phone line conditions, settings.
- updated modem drivers
- Outlook express, disconnect imediately after retrieving mail setting.
FTP site
Summaray of Our FTP site http://home.eznet.net/~support/support/
Our FTP site ftp://ftp.eznet.net/pub/
Ghost calls:
Calls with seemingly noone on the other end. They definitely come from various locations like syracuse, batavia and corning.
Glossarys:
HOME SERVER Authentications
FTP ERRORS:
Rharby does not want it reoported as home being down. Please specify the problem in your reports as one of the following1. Home not accepting connections "connection refused"--->Tom Powers
2. Home not accepting authentications userid and pwd are rejected----->Rick Harby or Tom Powers
3. Home not displaying pages.
HOMEPAGE list 3/8/99
We can add users to the Homepage List from within users.db just "Edit user info" Account Information you'll see a field for Homepage List (Do N0t Use) in this field enter the info requested by the user i.e. jdoes homepage
Home Page
Scripting
EZnet does not support the use of CGI scripts on regular dialup accounts.
Java is sent as source code which is then compiled and executed on the computer viewing the page. This means that it should be supported on our web pages, as long as you do not attempt to run any server-side processes from your Java applets or scripts.
Counter:
EZnet web counters will no longer function! It was decided that too many organizations support free page counters, so the EZnet counter was turned off. 9-21-99
Suggest to the user that they search for a free counter on yahoo.
Case sensitive:
Users can no longer be lazy about how they type in the URL they give to ebay to reference back to their image files. The Linux server requires that the URL be typed in EXACTLY as it is on the server. The URL is now CASE-SENSITIVE. 9-21-99
Home site customer intructions
home site development:
http://www.zdnet.com/devhead/stories/articles/0,4413,1600344,00.html
Hyperterminal
logging in via terminal program:
type Cusername for login and pass for password. The user may get a request for a second pass. this is ok. Just type by that and get to the second prompt for user name. Type in username as login and pass. This will get you in.
ID-ten-T
The average new user who doesnt follow directions.
IE4 and IE5
Microsoft issued a security fix for ie4 and 5: http://www.microsoft.com/security/bulletins/ms99-018.asp
IE5
RE/uninstall/modify IE 5 in Add/Remove Programs, I selected IE 5 from the list and hit the Add/Remove button and a screen came up asking to select an option, they are as follows:
- Add a component
- Repair Internet Explorer
- Return computer to original configuration
The repair feature in Add/Remove Programs for IE 5 basically fixes the registry and set IE back to default values...this will fix simple problems such as toolbars not showing up properly, etc. -Jeff
InterAxess
We aquired their equipment, we did not buy their business!
ISDN 1/20/99
Technical Issues: As of today all ISDN modem customers will be handled in support. We need to get some info from them first, if they are a ISDN modem or ISDN router. ISDN routers will go to eng. and we will handle the cust as a reg dialup with a different ph # new 760-1633 and old 955-8600.
DO NOT GIVE OUT THE OLD NUMBER! The old number is being phased out and Rick is keeping a log of customers who have already been converted to the new number...unfortunitly they will have to wait it out. -Jeff
LIST SERVER 2/9/99
All support staff to start using a new mailing list for their reports, etc: eznet-support@eznet.net Employees can get on the list by sending a message to: eznet-support-subscribe@eznet.net
Local access 4/14/99
when away from home. Eznet does not have an 800 number to call. You would have to either obtain local access on your trip or dial long distance.
Logging in with scripts 2/18/99
Bruce Wrote:
Lately we have received complaints from SMTP cust about login errors. I talked to adam today after receiving a call from Tom Merritt about three of our customer he services. Adam has made changes to the netservers and if we get a call from NT users (smtp) running scripts, they need to search for (waitfor) ame: then (waitfor) ord: this should fix the login issue.
MAIL topics
Minimum Requirements for a connection with us: 2/28/98
Memory
Win 3.1 needs around ~40+
Windows 95/98 needs atleast 80 mb to run windows
WinNT Needs about the same if not wore.
Modems : 14,4 is poor performance in this day and age.
RAM: atleast 4, preferrably 8+
Modem Roast
What happens when there is electrical storms and no surge protector on the phone line to the modem.
MSN signup conflicts:
- This can be turned off.. have user scroll down in browser window (seems the default window size isn't quite big enough to show the cancel button - I wonder why?) there's a button hidden down there to cancel signup. then you close the dialog box that pops up with the "internet explorer" button.
- Hit another version of MSN software. this wasn't a web page you could scroll down and find the cancel button.. was some sort of auto-update for MSN software.. tried uninstalling MSN, if that failed, suggest MS for supoprt of their software.
- I found the worst problem is in windows 98. You can get around it by going to the add/remove programs and uninstall MSN 2.5 which will be listed there. They will never worry about the nasty MSN sign up wizard on their screen again.
Netscape 128 bit: ftp://ftp.eznet.net/pub/users/jdrury/cc32d451.exe
Network Properties
If you can not find network in the control panel, you can reach the network properties by right clicking on the network icon on the desktop and selecting properties.
Network Outages
When reporting a network outage in a branch office, If you have to leave a
message do the following:
- Report the time in the message.
- Report the date
- If the outage is more then their pop, they need to know, like today there was an outage from batavia to cat and wellsvillee (all points west and south.) The pop owner should know if it is not just them so they dont trouble shoot what is not broken.
News server 4/1/99
"NO you can only access eznets news from an eznet ip"
Noele
Noele has now been added to the page tables and can be paged using her username "alderman" Also, she can be paged by dialing 527-2895.---BlackBear 12-8-99
Paging via email address:
should normal shell paging become disabled for any reason, and if mail is still working send email to <username>-pager and it will be sent to the person.
for example, fscalzo-pager@eznet.net should get the message sent to him. (As reported by Frank).
PennYan Numbers
The New access number is (315) 536-4177 (v.90 56k)
If busy you may dial (315) 536-4684 (v.34 33.6k)
The current access number of (315) 536-4011 will be disconnected within the next several days.
Phone at work:
1. When you have finished your shift, could you please put the handset back in the cradle so that any pages that are made will be easier to hear. We cannot rely ONLY on Jeff's phone for receipt of pages as it is not always audible.
2. modems can not connect through our digital lines
Publishing with front page for the first time.
Used with corporate customers ocasionally
1. open front page
2. getting started: open an existing web: select the local address on your hard disk of the web you created.
3. click the file menu and select publish new web.
4. type in the address you want to publish to, www.yourdomian.com, DONT check secure!
5. hit ok
6. type in the ftp server as the domain address, no directory and hit next
7. type in your username and password, and click next
8. click finish.
Proxy Server
Kevin wrote: 4/9/99 -- Any site user tried to get to, he was redirected to www.eznet.net…..www.yahoo.com? No, we think you will like WWW.EZNET.NET MUCH BETTER, sir... Turns out he was set to use http://home.eznet.net:80 as a proxy. I'm suprised it actually "worked" as well as it did. Never suspected proxies...
Purged accts
apearantly a few accts were purged that should not have been, as for now we are trying to verify each users billing info and then recreating their accts. Make sure they do not have outstanding balances listed.
radius server:
used for authentication. kept up by engineering
Relaying mail:
Customer can receive mail at his E-Znet address, and can send mail- but not to anyone off of the eznet.net domain. He had a non-eznet IP. Our SMTP server rejected his off-eznet messages because they were being "relayed". This is Anti-SPAM protection. They must be logged onto eznet to send mail through eznet.
Server Timeouts
……… A regular user has a 15 min idle timeout and an 8 hour session timeout. He will get disconnected after 15 min of inactivity, and also, after 8 hours of contiuous use. However, …(a dedicated customer)… scenario is different. He has a special service provided by us. And as such, our systems are set accordingly.
Setups.
Koegel's win 95 setup http://www.collegesuppliers.com/EZnet_win951.htm
Setup Rules
rules things to do for all setups
- open log for user
- record que time
- find out operating sys put it in the log
- type pop and phone # in log
- state the disclaimer and record in log
- If they are setting up themselves, record that.
Script errors
An error message that states there is a problem with eznets web
page preventing it from being displayed properly. It lists the following
details:Line: 2
Char: 1
Error: Object doesn't support this property or method
Code: 0
URL: http://www.eznet/MainThe error you get is because you are viewing one frame of a frameset.
The page you are viewing, http://www.eznet.net/Main/ does not function alone properly, however is viewable as it was intended through the eznet home pages: http://www.eznet/Main
If the frame was viewed in the intended frameset, you would not get
this error because all the functions are available for it.
The http://www.eznet.net/ is the main frameset.
Shell access
Shell access is offered to our customers by request only. give it 24 hours to process the request from a tech request/ticket.
SMTP customers
*** We in support only check the dialup portion of SMTP -- this would be the same as a regular dialup acct.
Support Logs
Click on "Support SubMenu" and enter a username and will be at the new support logs screen. The screen will have three fields.
1. All user information
2. Log window w/queue time and data field
3. User history with the feature of setting the log to new or unresolved status this can be used for a continuing problem.
SUPPORT MAIL:
Remember to "take" something if were going to reply- this is asynchronous, we dont want multiple replys going out. All support mail is sent into track, and an individual track number is assigned to the mail. When you want to reply to the author of the email you would click on reply. If you wish to leave a comment for someone else, without the user seeing it you would use comment. Should you need to pass the ticket on to another, then select owner, and set it for the person you wish to take care of the problem (assuming you have their permission first).
Support phone:
- Customer support
- Rochester 716-262-2065
- Syracuse: 315-432-1926
- Olean: 716-373-2675
- Batavia: 716-343-2626
- Wellsville 716-593-6184
- Andover 607-478-8879
- Penn Yan 315-536-7932
- Corning 607-936-4245
System.ini file editing
-- Editied system.ini! *gasp* Helpfil note: system.ini uses a semicolon " ; " to mark a comment. This is the safest way to remove device calls if your not entirely sure what your'e doing. (No problems, we backed up the file too)
TCP/IP
Most times it will not be necessary to replace the TCP/IP stack and dialer to resolve DNS issues, I have found that creating a new DUN connectoid generally corrects the problem...let's do that as the first course of action. -jeff 10-12-99
TELCO:
Telco is used to indicate there is a problem where the phone company providers is concerned. It is not meaning that eznet is the cause, but our providers for service are having trouble.
Tracking problems
use the follwing ticket system http://track.eznet.net/
Unresolved user problems 3/8/99
please don't fill it up with anything other then unresolved problems. If the users has nothing to try or has no avenue to investigate it is an unresolved.
Updating or Changing passwords 2/17/99
authentication for users that attempted dialins during the times when authentication was down, may need to retype the saved PW and user name
Uploading Files
We create the users homepage directory. They will need to use an FTP client such as WS-FTP or Cute FTP to upload the page itself. These programs can be downloaded off of the Internet, Connection is to home.eznet.net and log in with username and password. The URL will be: http://home.eznet.net/~username
Link to ftp clients for different OS’s Ftp Site
Version Conflict
Nancy Regan's Rule of Reinstall: "Just Say No!"
Virtual POP
These are our pops which are just call forweards to a modem pool in a different location.
- Victor---> Rochester
- Albion ---> Batavia
- Lockport --->Batavia
- Olean ---> Wellsville
- Binghamton --->wellsville
- Corning --->rochester
- Utica --->syracuse?
- bath --->wellsville?
- hornell --->wellsville?
Voice Mail:
- To check voice mail in rochester in the office, press the voice button and dial voicemail password.
- To check voice mail in Rochester from outside location, dial 262-2485,#, 3900, *****, voicemail password.
- To get the time stamp on the voice mail you press 5 when in the mail message.
- To forward mail, press 6, then the mail box number you are forwarding to.
- Follow the instructions following.
Web TV Plus
The toll free number to get support is 1-800-469-3288.
1)turn your tv on but do not power on with keyboard.
2)power on from your keyboard.
3)on the bottom right there is a OPTIONS button. Hit options followed by 217.
4)follow instructions for user isp. once you get in everything else is self explanitory.
5)put all info in. and that will automatically take you into a dial mode and connect.
Web TV Support 4/27/99
1-800-469-3288
Webcounter see home page
WebPage errors
1. java script errors caused with IE3.0. upgrading browser or changing the start page will fix it.
2. error message that states there is a problem with the web page preventing it from being displayed properly. It lists the following details:Line: 2
Char: 1
Error: Object doesn't support this property or method
Code: 0
URL: http://www.eznet/Main
Solution is to not view pages outside the frames.
Wireless
packetloss: > Information to trouble shoot your packet loss problem:
Download a program from our ftp site that will allow you to determine your signal strength. Please get the CCMinfo program at the following location: ftp://ftp.eznet.net/pub/wireless/CCMinfo
Run this program and report this signal strength. Add this information to your ticket when the call back or write back with it.
INFO E-Znet's wireless internet system operates using a line of site micro wave receiver (antenna) which (unfortunately) is not compatible with other satellite dish receivers etc. The installation cost of the wireless system is $200.00, which covers the cost of the antenna, cabling, and labor.
disconnects Wireless units (with rare execptions) are set to disconnect after 15 minutes of inactivity. Closing ICQ would cause him to be disconnected after that time, as no data is transferring. This is a _normal_ thing.
Reporting wireless problems include the following info for the techs request:
IF the lock light is NOT on:
power cycle of cable modem
powercycle 0f external modem
check to see that the antennae is still in positionIf the lock light on:
Ip address for cable modem gateway
Ip address for computer
packet loss info including both ip's
cold boot of computer:
power cycle of cable modem
powercycle of external modem
- "GET ON THE INTERNET" Failures
- GET ON THE INTERNET ICON
- Win3.1 Installation software
- Win3.1 and ie4
- ie4 installer
- "get on the internet" failures
- Does Win3.1 REALLY support Winmodems?
- Old winsock.dll.
- Using Cute ftp to down load browser
- Win 3.1 Setup Procedure:
- Wizard
- Cab Files
- DUN reinstall:
- Prompt for info before dialing
- Koegel's win 95 setup
- TCP/IP
- terminal window before dialing.
- Wizard
Windows help: http://www.annoyances.org
internetworking for win 98: http://www.annoyances.org/cgi-bin/ce-showtopics/006
- Share an Internet Connection
- Dial-Up Networking Refuses to Remember Passwords
- How do I choose which browser opens URL's and Internet Shortcuts?
- How do I stop Windows 98 from connecting to the Internet every time I open my browser?
- Bypass the "Connect To" Dialog Box
- Turning on Auto-redial in Dial-Up Networking
- Speed Up Dial-Up Networking Initialization
- Change the MTU and RWIN Settings in Dial-Up Networking
Wizard, NASTY or internet connection
through 12/16/99
