Trouble Shooting: Win 3

Trouble Shooting: Win 3.1x

Problem:

In the Modem Wizard, I need to choose my modem from a list, and my modem isn't in the list.

If your modem brand and model name aren't in the list of modems, first click Hayes Compatible in the Manufacturer list. Then click a model with your modem's speed in the Model list.

If your modem fails to work (or "initialize") after following the previous step, either click the Back button in the Account Setup Wizard until you reach the Modem Wizard, or run the Account Setup Wizard again. This time, select Other Windows Modem in the Manufacturer list, and then click a model with your modem's speed in the Model list.

Close Microsoft Office before installation

If you have Microsoft Office Manager running, you must close it before installing Netscape.

The Microsoft Office toolbar, normally located in the top-right corner of your desktop, indicates that Microsoft Office is running. To close Microsoft Office, click the rightmost icon on its toolbar to produce a pop-up menu, then click Exit.

Problem:

"Error opening serial port; port is already in use."

Another application is using the COM port for your modem. It's also possible that another application didn't close the COM port when it was done using it. This can happen if the other application closed unexpectedly (such as after a General Protection Fault or Application Error). To solve this problem, follow these steps:

1. Close the application that is using the COM port, and try connection again.

2. If there are no other applications using the COM port, restart Windows and try connecting again.

3. If you still get this error message, close all open applications and close Windows. Then turn off the computer and modem, and turn them on again. Try connecting again.

Problem:

I installed Netscape, but my modem won't dial.

Most likely your modem isn't configured correctly. You can rerun the Account Setup Wizard and make sure it detects the correct modem, or specify the modem and COM port yourself. To check whether your modem is configured properly, follow these steps:

1. Check that your modem is connected to a phone line. If it's an external modem, also make sure that it's connected to your computer and turned on.

2. Run Terminal: Open the Accessories group in Program Manager, and double-click Terminal.

3. If there's a blinking cursor on the Terminal screen, type ATZ and press Enter.

4. If you see OK on the screen, type ATL3 and press Enter.

5. Then type ATA and listen for a dial tone. Then press Enter to hang up the phone line.

If you don't see a blinking cursor, see OK on the screen, or hear a dial tone, your modem isn't set to use the correct COM port. Follow these steps to find the correct COM port:

1. In Terminal, click Settings|Communications.

2. Check the COM port setting. If you know the proper COM port, set it in this dialog box. If you're not sure, you can use the process of elimination to figure it out: select another COM port, and click OK. Then test the modem using the previous steps 2 through 5. If the modem doesn't respond, click Settings|Communications and try

another COM port. When you test the modem and hear a dial tone, you've found the correct COM port setting.

3. Some computers using external modems will not have all the COM ports enabled. Check your computer's documentation about enabling COM ports and using external modems.

You can rerun the Account Setup Wizard and choose your modem and COM port from lists, or you can enter the correct settings in the Dialer. If your phone line needs an outside-line access number (such as 9), make sure you enter it in the Account Setup Wizard or the Dialer.

Problem:

The Internet Services -4- You's server doesn't accept my user name and password.

In the Dialer (double click on the Dialer icon), check your service provider's phone number and make sure it's correct, and then check that you're using the correct user ID and password. Your username must be in all lowercase letters with a capital P preceding it. Your login is case sensitive so make sure your entries are correct. Problem:

I can not access my email.

Re-run the Account Setup Wizard and make sure you DO NOT put a P in front of your email username. The capital P is for login only.
Trouble Shooting: Win 95/98

Problem:

"The modem is not plugged in or is out of service." Or

"The computer is not receiving a response from the modem…"

First, make sure your modem is connected to your computer, plugged in, and turned on. Next make sure your modem is properly installed and working correctly. You'll also see this message when you haven't selected the correct modem in the Account Setup Wizard.

To select the correct modem:

Double-click the My Computer icon on your desktop.
Double-click the Dial-Up Networking icon. (You might have to scroll the window.)
Right-click the dial-up connection for your Internet service provider, and choose Properties on the menu.
Check that the modem has been configured for that connection. If it isn't the right modem:

Click Server Type and write down the settings in this panel.
Click Cancel.
Then, choose a different modem under Connect using.
Click Server Type again, and enter your server settings.
Click OK, and click OK again to exit the dialog box.

Problem:

"The computer you are calling is not answering."

Make sure the number your computer is dialing is correct. In the Connect To screen check the phone number to be dialed. Make sure there is not a 1 or and area code in front of the telephone number. A 1 or area code in front of the number is not necessary since you are dialing a local telephone number.
Problem:

The Internet Services -4- You's server doesn't accept my user name and password.

In the Connect To screen check your service provider's phone number and make sure it's correct, and then check that you're using the correct Username and Password. The Username should be in lower case letters preceded by a P (capital P). Your Password is case sensitive so make sure you are typing it in exactly as you have it on your account application sheet. Problem:

"Netscape is unable to locate the server xxxxxxxxx.xxx. The server does not have a DNS entry. Check the server name in the location URL and try again."

DNS was either not setup or was setup incorrectly. Please refer to the Configuring Your System section and begin with Step 2 line (d) for instructions on how to setup your DNS.
Problem:

I can not access my email.

If you installed the Netscape Communicator software that we provided to you on CD-ROM re-run the Account Setup Wizard and make sure you DO NOT put a P in front of your email username. If you did not purchase the Netscape software, please consult the section of this guide entitled Configuring Your Computer and locate the Browser Setup section and read the setup instructions for the software you are using.