GRIC Connection Manager Troubleshooting Guide

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1. Where can I get more detailed information about an ISP's dialup such as local customer support number and DNS IP addresses. How do I launch GRIC Agent?
2. My attempts to establish dialup connection fails repeatedly, but all settings seems to be correct.
3. Cannot be authenticated when dialing in.
4. I checked the option 'Disconnect if idle for more than (xx) minutes' but it doesn't seems to work.
5. VPN only: My connection fails to connect to the VPN network.
6. VPN only: I cannot access the Internet but I am connected to the VPN tunnel server and can access the VPN network.
7. VPN only: My changes to the VPN Dial Up Networking (DUN) seems to have no effect.

• You can use GRIC Agent to view more detailed information about any dialup POP (point of presence) phone number listed in the Phone Book. Simply enter the POP ID number as displayed in the GRIC Connection Manager VPN Phone Book settings screen. Look in 'Phone Book' under Connection Manager's 'settings' menu and note the ID number in front of the POP phone number. Every POP phone number has a corresponding ID number.
• If GRIC Agent is already running, enter the POP ID in the GRIC Agent's 'POP ID' box and click on 'Show Detail'.
• If GRIC Agent is not already running, you can manually launch GRIC Agent by:
• [FOR NON-VPN VERSION OF CONNECTION MANAGER] go to 'Start' -> 'Run' and type in 'C:\Program Files\Internet Explorer\Connection Manager\GRICCM\GRAgent.exe'.

• Try shut down then restart your computer. Sometimes rebooting the computer will reset the configurations and clear the problem.

• Verify your CHAP authentication settings in the Dial Up Networking icon. Make sure you are not forcing CHAP authentication when the dialup computer (POP) you are calling does not accept CHAP.
• You can check if the dialup computer (POP) accepts CHAP by looking in GRIC Agent for the particular POP ID. If the 'CHAP Support = No', you should make sure that you have CHAP disabled in your dialer.
• To verify your CHAP authentication settings, go to the dialup networking folder by click on 'Start' -> 'Programs' -> 'Accessories' -> 'Dial-Up Networking'. Then select 'GRIC VPN CONNECTION MANAGER' -> 'Properties' (accessible from the 'File' menu)-> Click on the 'Server Type' tab. Verify the setting in the 'Require encrypted password to not force CHAP authentication' box.

• The 'Disconnect if idle for more than xx minutes' may not always work. Because certain connection sessions will maintain the security by sending authentication information in the background periodically, thus making the connection seem busy instead of idle.

• The 'Disconnect if idle for more than xx minutes' may not always work. Because certain connection sessions will maintain the security by sending authentication information in the background periodically, thus making the connection seem busy instead of idle.

• Please consult with your system administrator for resolution on this issue. Verify that the 'Use default gateway on remote network' setting is unchecked in the 'GRIC VPN CONNECTION MANAGER' dialup networking icon.
• To uncheck 'Use Default Gateway', click on 'Start' -> 'Programs' -> 'Accessories' -> 'Dial-Up Networking'. Then select 'GRIC VPN CONNECTION MANAGER' -> 'Properties' (accessible from the 'File' menu) -> click on the 'Server Type' tab -> click the 'TCP/IP Settings' button. Verify the setting in the 'Use default gateway on remote network' box.
• When the 'Use default gateway on remote network' setting is checked, it causes all network traffic to be directed to the VPN connection, including all Internet traffic.

• GRIC Connection Manager actually does not rely on the VPN DUN for the VPN tunnel server's IP address. Please use the GRIC Agent to configure the VPN tunnel server's IP address. Your changes via GRIC Agent may not be reflected in the GRIC VPN Connection Manager Dial Up Networking Icon.

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