Global Roaming (iPass)

1. What should I do if I can't connect to any iPass access points?
   If you can't dial into any of the iPass access points, check the following:
   • Modem is connected and plugged in
   • Phone line is connected to your modem
   • Dial properties are filled out correctly (i.e., it shows the correct location you are dialing from)
      
2. What should I do if the number I'm trying to connect to is busy?
   If you are experiencing a constant busy signal, try the following:
   • Retry the number
   • Try another local number
   • Select "Select all" on the iPassConnect Dialer

    

3. What does it mean when I keep getting error messages?
   There are three common things that cause error messages.
   • Entering an incorrect password. Try re-entering your password and dialing again?
   • Entering your user name incorrectly. Most users must append the @ and domain name of your ISP to your user name (i.e. ben@company.com).
   • Entering an incorrect number. Sometimes the phone numbers change in the iPass phone book. If your company does not offer the automatic phone book update feature, it is important that you update your phone book frequently. We suggest every 2 weeks.
   • Forgetting to enter the prefix required from the hotel or location you are dialing from. Many hotels, for example, require that you add an 8 or 9 before the phone number.

    

4. Am I using the correct user name and password?
   Make sure you are appending @domain at the end of your username when you are trying to get connected. This is most likely your complete email address. For example, if you user name is typically John and your email address is John@company.com, then your user name when using iPass is John@company.com (where "company.com" is the domain).
   
    
5. Why can't I connect from my hotel?
   If you are dialing in from a hotel or office, you often have to put a prefix in front of the phone number such as 8 or 9. Check with the hotel or someone from the remote office and make sure you are dialing correctly.
   
    
6. Why won't this specific POP connect?
   iPass often works with many service providers in major business centers in the event one service provider suffers a temporary service outage. If you have already successfully been using the iPass service and you are having trouble connecting through a particular access point, check to see if there is an alternative number to use.
   
    
7. How can I verify if I have Dial-Up Scripting on my machine?
   For users of iPassConnect for Windows, you can check for Dial-Up Scripting by right clicking (on the connection icon you created) and selecting "Properties" from your pull down menu. If you do have Dial-Up Scripting installed on your system you see a tab at the top of the menu box that reads "Scripting." If you do not have Dial-Up Scripting installed this tab will not be present.
   
   Reference http://www.csnet.net/techsupport/win95/script95.htmlfor installation instructions and the Dial-Up Scripting tool itself.
   
    
8. What does it mean when I get an "Error 614" message immediately after modem "handshaking" and cannot connect?
   If you get this message it means you are running Windows NT without Service Pack 3 or higher. You need to either install or reinstall Service Pack 3 or higher into your machine.