----NAVIGATION----

95-98--mac--NT

Customer can’t Navigate in Win95-98

1. They are truly not connected to internet.

1. dial first to insure connection then try yahoo
2. the connection was dropped shortly after connection

• outlook express should not be checked to hang up after checking mail
• Make sure they are set to "enable software compression" in dialer
• Make sure they are set to "use IP Header compression" in dialer.
• check DUN to see if it is directed to the correct modem
• other reasons your connetion could have been disconnected.

2. They have truly logged on and while online they can not go anywhere.

1. verify the dns numbers in dialer and network
2. Make sure the default gateway is checked in dialer
3. Make sure there is no gateway in the network
4. Make sure internet control panel is not set for proxy
5. Make sure there is no wins set in dialer or in network
6. Replace TCP/IPà dialer and all other TCP/IP, saying no to version conflicts
7. Replace Dialup adapter AND DUN , saying no to version conflicts and make sure tcp/ip has been reinstalled.
8. Make sure the Internet properties is set to see the correct modem connection as default
9. Make sure that TCP/IP is set as default protocol on advanced tab of tcp/ip properties.
10. Make sure Netscape is not set to proxy, but a direct connection to internet.
11. Make sure that the phone line is in fact in use by modem. (windows can report a connection when there is none.)
12. Check to make sure the site they are going to is up
13. Make sure they are not on a network, using a firewall.

Customer can’t Navigate on a MAC OS 7.2-8.6

1. They are truly not connected to Internet.

1. dial first to insure connection then try yahoo
2. the connection was dropped shortly after connection

• outlook express should not be checked to hang up after checking mail
• Verify all settings.
• other reasons for disconnects

2. They have truly logged on and while online they can not go anywhere.

1. verify the dns numbers MacTCP or TCP/IP
2. Make sure that macPPP or PPP is correctly selected in TCP/IP or that PPP is selected in MacTCP
3. Trash the macTCPdnr from the system folder
4. Replace connection software.
5. Make sure Netscape is not set to proxy, but a direct connection to Internet.
6. Make sure that the phone line is in fact in use by modem. (The modem can report a connection when there is none.)
7. Check to make sure the site they are going to is up
8. Make sure they are not on a network, using a firewall.
9. Make sure internet properties is not set for proxy
10. Make sure that the TCP/IP profile for us is the one which is active
11. Replace connection software as outlined in the white books.

Can't navigate with Windows NT

1. They are truly not connected to internet.

1. dial first to insure connection then try yahoo
2. the connection was dropped shortly after connection

• outlook express should not be checked to hang up after checking mail
• Make sure they are set to "enable software compression" in dialer
• Make sure they are set to "use IP Header compression" in dialer.
• check DUN to see if it is directed to the correct modem
• other reasons your connetion could have been disconnected.

2. They have truly logged on and while online they can not go anywhere.

1. verify the dns numbers in dialer
2. Make sure the default gateway is checked in dialer
3. Make sure IP forwarding is checking in the TCP/IP of the network
4. Make sure internet control panel is not set for proxy
5. Make sure there is no wins set in dialer
6. Make sure the Internet properties is set to see the correct modem connection as default
7. Make sure Netscape is not set to proxy, but a direct connection to internet.
8. Make sure that the phone line is in fact in use by modem. (windows can report a connection when there is none.)
9. Check to make sure the site they are going to is up
10. Make sure they are not on a network, using a firewall.