# ! 

# $ ! >Help for logging on to your service
This is the troubleshooter for logging on to your service. For information about any item in the logon dialog boxes, right-click the item, and then click What's This?.
{button ,JumpID(>proc4,ICM_TRB)}	Troubleshooting.
{button ,CloseWindow("proc4")}	Close this window now.

# $ >Logon troubleshooter
This troubleshooter can help you solve problems that you encounter while logging on to your service. Click to answer the questions, and try the suggested steps to solve the problem.
What is wrong?
{button ,JumpID(>proc4,ICM_TRB_ERRMSG)}	Connection status shows an error message.
{button ,JumpID(>proc4,ICM_TRB_OPERMSG)}	I hear a message from the operator.
{button ,JumpID(>proc4,ICM_TRB_DIALINGPROP)}	I hear a ring, but either there is no answer or a person answers.
{button ,JumpID(>proc4,ICM_TRB_PHONE_PICKUP_DIS)}	My modem disconnects while I am logging on or using the service.
{button ,JumpID(>proc4,ICM_TRB_CHANGE_NUMBER)}	My modem is working properly, but I still cannot connect.
{button ,JumpID(>proc4,ICM_TRB_CHANGE_NUMBER)}	I can connect to the service, but I cannot use e-mail, read newsgroups, or connect to a Web site.
{button ,JumpID(>proc4,ICM_TRB_TUNNEL_OS)}	I cannot connect to my private network using a VPN connection.
{button ,JumpID(>proc4,ICM_TRB_LOGON)}	I cannot save my user name and password.

{button ,JumpID(>moreinfo,ICM_TRB_CUSTSUP_NUMS)}	Contact customer support

#What is the error message?
{button ,JumpID(>proc4,ICM_TRB_NAMEPWD)}	You must type your user name, password, or domain name before you can connect.
{button ,JumpID(>proc4,ICM_TRB_PHONENUM)}	You must provide a valid phone number before you can connect.
{button ,JumpID(>proc4,ICM_TRB_CHKIDPWD)}	The password is incorrect.
{button ,JumpID(>proc4,ICM_TRB_REINSTALL_MODEM)}	The modem is not configured correctly.
{button ,JumpID(>proc4,ICM_TRB_CHKCABLES2)}	The modem is not responding.
{button ,JumpID(>proc4,ICM_TRB_CLOSEPROGS)}	Another application is using the modem.
{button ,JumpID(>proc4,ICM_TRB_CHKCABLES)}	The modem could not detect a dial tone.
{button ,JumpID(>proc4,ICM_TRB_REDIAL)}	There was a busy signal or no answer.
{button ,JumpID(>proc4,ICM_TRB_PHONE_PICKUP_CARRIER)}	I cannot establish a connection.

{button ,JumpID(>proc4,ICM_TRB_REDIAL)}	There is an error other than those listed above.

#Type your user name, password, and domain name
When you start Connection Manager, the logon dialog box appears. You must enter the following information to connect to your service.
1	In User name, type the name you use to identify yourself to the service.
2	In Password, type your password.
3	In Logon Domain, type your domain name, if necessary.
Logon Domain appears in the logon dialog box only if your service requires it.
4	Click Connect.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_NAMEPWD2)}	No. I cannot remember my user name or password.
{button ,JumpID(>proc4,ICM_TRB_ERRMSG)}	No. I get another message in Connection status.
{button ,JumpID(>proc4,ICM_TRB)}	No. There is another problem. Go back to the beginning of this troubleshooter.

#Contact customer support for your service
If you have forgotten the name and password you use to log on to the service, contact customer support to get a new user name and password. 
{button ,CloseWindow("proc4")}	Close this troubleshooter.

{button ,JumpID(>moreinfo,ICM_TRB_CUSTSUP_NUMS)}	Contact customer support

#Select a phone number from Phone Book
1	In the logon dialog box, click Properties.
2	In the Properties dialog box, next to Phone number, click Phone Book.
3	Change the settings in Service type, Country or Region, and State or Province, as needed.
4	In Access numbers, click the phone number you want.
5	Click OK in two places, as prompted.
6	In the logon dialog box, click Connect.
Notes
{bmc bullet.bmp}	You can also assign a backup number to dial (in case the first phone number is busy), or you can type a number instead of selecting one from Phone Book. If you type a number, you must include any dialing rules (such as numbers required to access external or long-distance lines) because Connection Manager dialing rules are automatically applied only to numbers selected from Phone Book.
{bmc bullet.bmp}	If Phone Book is unavailable, contact customer support for your service and ask for alternate phone numbers.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_ERRMSG)}	No. I get another message in Connection status.
{button ,JumpID(>proc4,ICM_TRB_NUMMODEMS)}	No. What else could be wrong?

{button ,JumpID(>moreinfo,ICM_TRB_CUSTSUP_NUMS)}	Contact customer support

#Is there more than one connection device available?
1	In the logon dialog box, click Properties.
2	In the Properties dialog box, click the arrow in Connect using to list the available connection devices.
3	Are there two or more connection devices listed?
{button ,JumpID(>proc4,ICM_TRB_MULTMODEMS)}	Yes, at least two connection devices are available on my computer.
{button ,JumpID(>proc4,ICM_TRB_REINSTALL_MODEM)}	No, there is only one connection device listed.

#Select a different modem
1	In the logon dialog box, click Properties.
2	In the Properties dialog box, in Connect using, click the modem you want to use.
3	Click OK, and then click Connect.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_REINSTALL_MODEM)}	No. What else could be wrong?

#Close other programs
1	Close all programs that might be using the same communication port as your modem, such as any fax software, HyperTerminal, or Phone Dialer.
2	In the logon dialog box, click Connect.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_MODEM_ONOFF)}	No. What else could be wrong?

#Check your cables
1	Make sure the Wall or Line end of your telephone cable is connected to a telephone service jack in the wall and that the modem cable is connected both to your modem and to your computer.
2	If you are using an external modem, make sure that it is turned on.
3	Make sure all cables are securely connected.
4	Verify that your telephone cable is working by trying it with your telephone or replacing it with a cable that you know works.
5	In the logon dialog box, click Connect.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_MODEM_ONOFF)}	No. What else could be wrong?

#Reset power to the external modem
1	If you are using an external modem, leave your computer turned on while you turn your modem off and then on.
2	In the logon dialog box, click Connect.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_REINSTALL_MODEM)}	No. What else could be wrong?

#Uninstall and reinstall your modem
1	Do one of the following:
·	If you are running Windows 95, Windows 98, or Windows NT 4.0, click Start, point to Settings, click Control Panel, and then double-click Modems. 
·	If you are running Windows 2000, click Start, point to Settings, click Control Panel, double-click Phone and Modem Options, and then click the Modems tab.
2	Select the modem you are trying to use to log on to the service, and then click Remove.
3	Click Add, and then reinstall the modem.
4	Try logging on to the service again.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_ERRMSG)}	No. I get another message in Connection status.
{button ,JumpID(>proc4,ICM_TRB_GIVEUP_MODEM)}	No. What else could be wrong?

#Check your cables
1	Make sure the Wall or Line end of your telephone cable is connected to a telephone service jack and that the modem cable is connected both to your modem and to your computer.
2	If you are using an external modem, make sure that it is turned on.
3	Make sure all cables are securely connected.
4	Verify that your telephone cable is working by trying it with your telephone or replacing it with a cable that you know works.
5	In the logon dialog box, click Connect.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_TONE_LISTEN)}	No. What else could be wrong?

#Listen for a dial tone
1	Do one of the following:
·	If you are running Windows 95, Windows 98, or Windows NT 4.0, click Start, point to Settings, click Control Panel, and then double-click Modems. 
·	If you are running Windows 2000, click Start, point to Settings, click Control Panel, double-click Phone and Modem Options, and then click the Modems tab.
2	Select the modem you are using, and then click Properties.
3	If Speaker volume is available, make sure it is not set to Low or Off, and then click OK.
4	In the Modems Properties dialog box, click Close.
5	In the logon dialog box, click Connect.
Did you hear a dial tone?
{button ,JumpID(>proc4,ICM_TRB_TONEPULSE)}	Yes. What should I do next?
{button ,JumpID(>proc4,ICM_TRB_NODIALTONE)}	No. What else could be wrong?

#Check the tone/pulse dialing setting
1	In the logon dialog box, click Properties.
2	In the Properties dialog box, click Dialing Rules.
3	Under When dialing from here, make sure the selection for Tone dialing or Pulse dialing is correct for your telephone system.
4	Click OK in two places, as prompted.
5	In the logon dialog box, click Connect.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_BADMODEM)}	No. What else could be wrong?

#You might have an incompatible modem
Your modem might be incompatible with your telephone system. 
{bmc onestep.bmp}	For more information, see the documentation that comes with your modem. 
You can also try contacting your telephone company or your telephone system administrator.
{button ,JumpID(>proc4,ICM_TRB)}	Go back to the beginning of the troubleshooter.
{button ,CloseWindow("proc4")}	Close the troubleshooter.

#Contact your telephone company or telephone system administrator
If you do not hear a dial tone, your organization or telephone might not support this type of outside call, or you might need to dial an additional access code. 
{bmc onestep.bmp}	Contact your local telephone company or telephone system administrator.
{button ,JumpID(>proc4,ICM_TRB)}	Go back to the beginning of the troubleshooter.
{button ,CloseWindow("proc4")}	Close the troubleshooter.

#Try the call again
{bmc onestep.bmp}	If you have successfully connected to the service from this computer before and you are using the same modem at the same location, the telephone line might be busy. Try again later.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_CHANGE_NUMBER)}	No. What else could be wrong?

#Try a different phone number 
1	In the logon dialog box, click Properties.
2	In the Properties dialog box, next to Phone number, click Phone Book.
3	Verify the Country or Region and State or Province selections, and then, in Access numbers, select a new phone number.
4	Click OK in two places, as prompted.
5	In the logon dialog box, click Connect.
Note
{bmc bullet.bmp}	If Phone Book is unavailable, contact customer support for your service and ask for the alternate phone numbers.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_GIVEUP)}	No. What else could be wrong?

{button ,JumpID(>moreinfo,ICM_TRB_CUSTSUP_NUMS)}	Contact customer support

#What operator message do you get?
{button ,JumpID(>proc4,ICM_TRB_LONGDISTANCE)}	I get a message indicating that this call must be dialed as a long-distance call.
{button ,JumpID(>proc4,ICM_TRB_CHANGE_NUMBER)}	I get a different operator message.

#Specify the call as long distance
1	In the logon dialog box, click Properties.
2	In the Properties dialog box, click Dialing Rules.
3.	In The area code is, enter 000 so that Connection Manager will treat this as a long-distance number. This is necessary to correctly dial long-distance numbers that have the same area code as the number from which you are dialing.
4	Click OK, and then click Connect.
Note
{bmc bullet.bmp}	If you type a phone number into Phone number or Backup number instead of selecting a phone number in Phone Book, the dialing rules you select in the Dialing Rules dialog box are not applied. If you edit a number from Phone Book, the dialing rules are not applied.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_CHANGE_NUMBER)}	No. What else could be wrong?

#Check the dialing settings for your location
1	In the logon dialog box, click Properties.
2	In the Properties dialog box, click Dialing Rules.
3	Under How I dial from this location, make sure the settings are correct for your telephone system.
For example, some company telephone systems require you to dial 9 to make a local call outside of the company.
4	Make sure the setting for Tone dialing or Pulse dialing is correct for your telephone system.
5	Click OK in two places, as prompted.
6	In the logon dialog box, click Connect.
Note
{bmc bullet.bmp}	If you type a phone number into Phone number or Backup number instead of selecting a phone number in Phone Book, the dialing rules you select in the Dialing Rules dialog box are not applied. You must type the dialing codes in Phone number or Backup number as part of any phone number that is not taken from Phone Book. If you edit a number from Phone Book, the dialing rules are not applied.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_CHANGE_NUMBER)}	No. What else could be wrong? 

#Check the call-waiting setting
1	In the logon dialog box, click Properties.
2	In the Properties dialog box, click Dialing Rules.
3	If your telephone system has call waiting, turn it off using the procedure defined by your telephone system.
For example, for many telephone systems, *70 temporarily turns off call waiting. The appropriate procedure can usually be found in the front of the phone book provided for your telephone system. If you are not sure what value to use, contact your telephone company or your telephone system administrator.
4	Click OK in two places, as prompted.
5	In the logon dialog box, click Connect.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_MODEM_DIAG)}	No. What else could be wrong?

#Check error and flow control settings
1	Do one of the following:
·	If you are running Windows 95, Windows 98, or Windows NT 4.0, click Start, point to Settings, click Control Panel, and then double-click Modems. 
·	If you are running Windows 2000, click Start, point to Settings, click Control Panel, double-click Phone and Modem Options, and then click the Modems tab.
2	Select the modem you are using, click Properties, and make sure the Only connect at this speed check box is cleared (not selected).
3	If Speaker volume is available, make sure the volume is not set to Low or Off.
Listening to the modem speaker can help you troubleshoot problems with your modem.
4	On the Connection tab of the Properties dialog box, click Advanced, and confirm the following settings:
{bmc bullet.bmp}	If the Use error control and Compress data check boxes are available, make sure that they are selected, and that the Required to connect check box is cleared (not selected).
{bmc bullet.bmp}	If the Use flow control and Hardware (RTS/CTS) check boxes are available, make sure they are selected.
5	Click Record a log file, to create a log file named Modemlog.txt in your Windows folder.
A log file is useful if you have to call customer support for your service.
6	Click OK in two places, as prompted, and then, in the Modems Properties dialog box, click Close.
7	In the logon dialog box, click Connect.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_RESTART)}	Error and flow control settings are not available.
{button ,JumpID(>proc4,ICM_TRB_OS)}	No. What else could be wrong?

#Which operating system are you running?
{button ,JumpID(>proc4,ICM_TRB_MODEM_DIAG)}	Windows 95 or later.
{button ,JumpID(>proc4,ICM_TRB_RESTART)}	Windows NT Workstation or Windows NT Server.

#Run modem diagnostics and adjust maximum speed
1	Close all programs that use the communication port that is currently selected.
2	Do one of the following:
·	If you are running Windows 95, Windows 98, or Windows NT 4.0, click Start, point to Settings, click Control Panel, and then double-click Modems. 
·	If you are running Windows 2000, click Start, point to Settings, click Control Panel, double-click Phone and Modem Options, and then click the Modems tab.
3	If the Diagnostics tab appears, click the communication port you are using. (If the Diagnostics tab is unavailable, skip the remainder of this procedure and click No. What else could be wrong? to continue with the troubleshooter.)
4	Click More Info, note the highest speed, and then click OK.
The port information section contains the highest speed your UART (Universal Asynchronous Receiver Transmitter) can support.
5	On the General tab, click Properties, and then set the maximum speed to the highest speed listed in Step 4.
6	Click OK, and then, in the Modems Properties dialog box, click Close.
7	In the logon dialog box, click Connect.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_RESTART)}	No. What else could be wrong?

#Restart your computer
1	Close all programs that are currently running on your computer.
2	Shut down and restart your computer.
3	Start the service and try again.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_REINSTALL_CM)}	No. What else could be wrong?

#Uninstall and reinstall the service
1	On the desktop, right-click the icon for your service.
2	On the shortcut menu, click Delete.
3	Reinstall the service and try again.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_GIVEUP)}	No. What else could be wrong?

#Check your user name and password
{bmc onestep.bmp}	Make sure you typed your user name and password correctly. Passwords are case sensitive. Before entering your password, be sure CAPS LOCK is not on.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_GIVEUP)}	No. What else could be wrong?

#Check whether someone else is trying to use the same telephone line
{bmc onestep.bmp}	If someone else picks up a telephone that uses the same telephone line as your modem, this interrupts your connection. After the other person hangs up the telephone, click Connect in the logon dialog box to reconnect.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_SETCALLWAIT)}	No. What else could be wrong?

#Redial the current phone number
{bmc onestep.bmp}	In the logon dialog box, click Connect to try logging on to the service with the current phone number. If necessary, click Connect again a few times. 
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_CHANGE_NUMBER2)}	No. What else could be wrong?

#Try a different phone number
1	In the logon dialog box, click Properties.
2	In the Properties dialog box, next to Phone number, click Phone Book.
3	Verify the Country or Region and State or Province selections, and then, in Access numbers, select a new phone number.
4	Click OK in two places, as prompted, and then click Connect.
Note
{bmc bullet.bmp}	If Phone Book is unavailable, contact customer support for your service and ask for alternate phone numbers.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_MODEM_SET)}	No. What else could be wrong?

{button ,JumpID(>moreinfo,ICM_TRB_CUSTSUP_NUMS)}	Contact customer support

#Log on to Windows
1	Close all open programs.
2	Click Start, and then click Log Off username.
3	If asked to confirm the action, click Yes.
4	Follow the instructions on the screen for logging on to Windows.
5	When prompted, enter your user name and password.
6	Start Connection Manager, enter your User name and Password, and then select the Save Password check box.
Note
{bmc bullet.bmp}	If your computer is not configured to show Log Off username on the Start menu, click Start, click Shut Down, click the arrow, click Log Off username, and then continue to step 3.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_GIVEUP_PHONE)}	No. What else could be wrong?

#Next steps
You have a problem that this troubleshooter cannot help you solve. The network or the server to which you are trying to connect might be offline for updates or repairs. Wait for a while, and then try connecting again. If necessary, try dialing a different number.
If you still encounter problems, contact customer support for your service.
{button ,JumpID(>proc4,ICM_TRB)}	Go back to the beginning of this troubleshooter.
{button ,CloseWindow("proc4")}	Close this troubleshooter.

{button ,JumpID(>moreinfo,ICM_TRB_CUSTSUP_NUMS)}	Contact customer support

#Next steps
You have a problem that this troubleshooter cannot help you solve. Your phone book file might be damaged, or there might a problem with the access numbers in your area.
For more information, contact customer support for your service.
{button ,JumpID(>proc4,ICM_TRB)}	Go back to the beginning of this troubleshooter.
{button ,CloseWindow("proc4")}	Close this troubleshooter.

{button ,JumpID(>moreinfo,ICM_TRB_CUSTSUP_NUMS)}	Contact customer support

#Next steps
You have a problem that this troubleshooter cannot help you solve. Your modem might be damaged, or there might a problem with your system configuration.
For more information, contact customer support for your service.
{button ,JumpID(>proc4,ICM_TRB)}	Go back to the beginning of this troubleshooter.
{button ,CloseWindow("proc4")}	Close this troubleshooter.

{button ,JumpID(>moreinfo,ICM_TRB_CUSTSUP_NUMS)}	Contact customer support

#Which operating system are you running?
{button ,JumpID(>proc4,ICM_TRB_TUNNEL)}	Windows 95 or later.
{button ,JumpID(>proc4,ICM_TRB_TUNNEL_RCV_ONLY_NT)}	Windows NT Workstation or Windows NT Server. 

#Check your VPN adapter settings
If you are using Windows NT Workstation or Windows NT Server and a VPN adapter:
1	Click here {bmc shortcut.bmp} to open the Network dialog box.
2	On the Services tab, click Remote Access Service, and then click Properties.
3	In the Remote Access Setup dialog box, select your VPN adapter (device RASPPTPM), and then click Configure. If the list does not contain the VPN adapter, click Add, select the adapter from RAS Capable Devices, and then click OK.
4	In the Configure Port Usage dialog box, click Dial out only, and then click OK.
5	Click Network.
6	In the Network Configuration dialog box, ensure that TCP/IP is selected, and then click OK.
7	Click Continue, click Close, and then click Yes when prompted, to restart your computer.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_GIVEUP)}	No. What else could be wrong?

#Contact your network administrator
You might be missing some software required for connecting to your private network using a VPN connection. For information about obtaining this software, contact your network administrator.
Did this fix the problem?
{button ,CloseWindow("proc4")}	Yes. Close the troubleshooter.
{button ,JumpID(>proc4,ICM_TRB_GIVEUP_PHONE)}	No. What else could be wrong?

#Contact customer support
Contact customer support for your service, using the telephone numbers provided in your service documentation or sign-up information.