Global Roaming iPass Global Access Points & Charges | How to Roam | Cost of Roaming | FAQs | User Guide iPassConnect User Guide for Windows Users Version 3.5 Troubleshooting Tips-iPassConnect 3.50 User's Guide Troubleshooting Tips If you have trouble connecting to the iPass network, these troubleshooting tips may prove helpful to resolve your issue. These tips should be considered suggestions only. Please contact your Help Desk for further assistance. General Connection Tips These tips apply to connections in general using iPassConnect. Difficulty Connecting To the Access Point Verify that you have the correct hardware for the access type selected. For instance, you must use a WLAN card to access a WLAN access point. The access point you are connecting through may be inactive or temporarily unavailable. Try another access point in the area. You may be using an outdated access point that you have bookmarked. Try updating the Phonebook, or choose a new access point. Verify that your dial properties are entered correctly. You may need to change your settings if you are attempting to connect from a different location than the last time you used iPassConnect. No Access Point in Your Location In some instances, you may not find a particular city listed in the Phonebook, but there might be other access points that close by where you are. If possible, try connecting through an alternate access type. For example, broadband users without local access to broadband may be able to find a nearby dial-up connection. If you are in the United States, check if there are other cities within the same area code, which might be local. In some countries, there may be All-Cities listings or Toll Free listings. All Cities access points have local rates and are therefore usually less expensive. Toll Free access points are not local and usually yield a higher connection charge for you or your company. (In the United States, entering 800 to search by number will also list access points in the toll-free 800, 855, 866, 877 and 888 area codes.) Check in-country rates with the local operator for a non-local access point. In some countries, it is very inexpensive to dial long-distance within the country. Incorrect Password Re-enter your username, domain name and password. Password entry is case-sensitive. Make sure the CAPS LOCK key is not depressed. Make sure you have entered the correct domain name, such as example.com, in the Domain field of your Login Information. Troubleshooting Tips iPassConnect 3.50 User's Guide ©2006 iPass Inc. 33 It is possible that the authentication server may be down or offline. Check with your Help Desk. Your user account may no longer be active. Check with your Help Desk. The access point you are connecting through may be inactive or temporarily unavailable. Try another access point in your area. Password Authentication is Slow In some areas, it may take up to 120 seconds or more to connect. Give the process time to complete. Generally, the further away from home you are, the longer the authentication process will take. Check Settings > Connection Settings, and click the Dialup tab. Ensure that the option Redial if not connected in… seconds is set to 120 seconds. If this doesn’t work, you may also try setting this to a higher value up to 180. It is possible that the authentication server may be down or offline. Check with your Help Desk. Dial-up Troubleshooting Tips These tips apply to dial-up (modem, PHS, GSM and ISDN) connections. Difficulty Connecting To the Access Point Make sure you’ve set dial properties for the required prefixes and local dial code for the region. Many hotels require you to dial additional characters to reach an outside line. Pick up the phone and dial the phone number of the access point manually. You may hear a message explaining the problem. For example, the hotel switchboard may be overloaded, or you may be required to dial a 9 to get an outside line. The access point you are connecting through may be inactive or temporarily unavailable. Try another access point in the area. You may be attempting to connect to a bookmarked access point that is now outdated. Try choosing a new access point. Verify that your dial properties are entered correctly. You may need to change your settings if you are attempting to connect from a different location than the last time you used iPassConnect. Never manually enter the access point phone number in the Dial String box, even if you have memorized the number. No Dial Tone Check that there is a working phone line by connecting a phone to it and dialing out. Make sure that the phone extension is connected securely to your computer and the wall phone jack. Check that the phone line is connected to the input jack in the correct PC card. Troubleshooting Tips iPassConnect 3.50 User's Guide ©2006 iPass Inc. 35 Verify that your speaker volume is turned up. Your modem may not recognize the local dial tone. You may need to reconfigure your Windows software to not detect a dial tone when dialing. See your Windows help file for instructions. Modem Not Found/No Modem Noise Verify that you have a modem installed in your computer. If you do not, you will need to install one. If you have more than one modem installed, verify that you are connecting with the correct one. Make sure that there is a working phone line by connecting a phone to it and dialing out. Verify that any phone extension is connected securely to your computer and the wall phone jack. Check that the phone line is connected to the input jack in the correct PC card. On a digital phone system, you may need a special adapter to connect. You could also request access to a dedicated fax line, which is an analog line. Verify that your dial properties are entered correctly. You may need to change your settings if you are attempting to connect from a different location than the last time you used iPassConnect. Check (or uncheck) the box Location same as selected number and attempt to connect again. If you can't hear your modem, verify that the speaker volume is not turned off or disabled. Your modem may not recognize the local dial tone. You may need to reconfigure Windows to not detect a dial tone when dialing. See your Windows help file for instructions. Loud or Ongoing Modem Noise Verify that the phone line is not already in use. The modem volume may be set too loud. Turn down the computer or modem volume. If your modem is not negotiating the connection, or is not compatible, you may need to set the modem manually. Check the instructions that came with your modem or contact your Help Desk for further assistance. Busy Signal The access point you are connecting through may be inactive or temporarily unavailable. Try another access point in the area. You may be using an outdated access point that you have bookmarked. Try updating the Phonebook or choose a new access point. Pick up the phone and dial the access point manually. You may hear a message explaining the problem. For example, the hotel switchboard system may be overloaded, or you may be required to dial a 9 to get an outside line. Troubleshooting Tips iPassConnect 3.50 User's Guide ©2006 iPass Inc. 35 Your modem may not recognize the local dial tone, local busy tone, or both. You may need to reconfigure Windows to not detect a dial tone when dialing. Check your Windows help file. No Answer/Human Answer The access point you are connecting through may be inactive or temporarily unavailable. Try another access point in the area. You may be using an outdated Bookmark. Try choosing a new access point. Verify that your dial properties are entered correctly. You may need to change your settings if you are attempting to connect from a different location than the last time you used iPassConnect. Connection Drops/Disconnects In The Middle Of a Session A sudden disconnect is often a result of electro-magnetic interference (EMI), a “noisy” phone line, or traffic congestion. Try reconnecting to the access point. If you remain connected to the Internet but are inactive, iPassConnect might be set to automatically disconnect you. Contact your Help Desk for assistance. Slow Web Page Access Slow Web access could be the result of electromagnetic interference (EMI), a “noisy” phone line, or Internet congestion. Try reconnecting to the access point. Ethernet Troubleshooting Tips These tips apply to Ethernet connections. Unable to Log in using iPassConnect If you’ve never successfully logged in using iPassConnect, your account may not be activated or enabled for roaming. Please follow your company’s procedure for verifying your account status, or contact your company’s iPass administrator for details. Verify that your Ethernet cable is securely plugged in to both the computer and the wall jack at your location. Most Ethernet cards have a light on the connector to the cable, indicating whether there is a valid Ethernet connection. Ensure that the light is on. WLAN Troubleshooting Tips These tips apply to wireless broadband connections. Unable to Log in using iPassConnect If you’ve never successfully logged in using iPassConnect, your account may not be activated or enabled for roaming. Please follow your company’s procedure for verifying your account status, or contact your company’s iPass administrator for details. Verify that your WLAN adapter is correctly installed. If necessary, consult the adapter documentation. Troubleshooting Tips Make sure you are working away from any obstructions, such as walls, pillars, large machines, or other possible sources of interference. Check your Link Status Meter, usually found in your Windows system tray, and make sure the signal strength and quality are at least 50%. Move your mouse pointer over the icon to display the link status.