Troubleshooting

Problems

I can't connect to the Internet service provider.

The Internet service provider doesn't accept my user name and password.

When I change location, I can't connect to the Internet service provider.

I exited from Netscape, and tried to connect again, but I couldn't.

While connected to the Internet, I'm suddenly cut off.

My Internet connection is slow.

Errors

Click a message for information about what caused the error and suggestions on what to do next. Messages are listed in alphabetical order.

Cannot connect to host.

Cannot find connect file to use for auto-dialing.

Connection attempt is already in progress.

Dial-in driver not loaded.

Error opening serial port; invalid BPS rate specified.

Error opening serial port; invalid port specified.

Error opening serial port; port is already in use.

Error opening serial port; port is already open.

Error opening serial port; unknown reason (x).

Invalid I/O address specified. Please enter a valid hexadecimal number, or select "Default."

Invalid IRQ number specified. Please enter a number between 2 and 15, or select "Default."

Netscape was unable to create a network socket connection. Insufficient system resources or network down.

Scripted login failed. Try connecting again.

Unable to communicate with answering device. Please check that it is installed and configured properly.

Unable to determine INI file location. Using the default of c:\quickenw\netscape\netscape.ini.

Unable to initialize the modem. Check to be sure that your modem is connected to the computer and that it is turned on.

Unable to launch the Netscape Navigator. Please check the installation.

Unable to locate host.

Unable to locate netscape.exe.

Unable to negotiate dial-in connection (failed).

Unable to open communications port. The port is either in use by another telephony application, or is not supported.

Unable to open Netscape registration file (netscape.ini). Please check the installation.

Windows dial-in driver (dial.386) not loaded. Unable to connect. ShivaPPP dial-in driver is not installed.

You have been disconnected by the remote device possibly due to inactivity.

You must specify a connection file.

I can't connect to the Internet Service provider.

When you register for QFN, software called the Dialer connects you to an Internet service provider, which sets up your account and provides your link to the Internet. If you can't connect to the ISP:

• You may have specified the wrong modem and/or COM port, or a required phone number access code may be missing.

• The ISP's phone line may be busy due to heavy usage.

• The ISP's server may be temporarily unavailable.

• The Dialer may have disconnected, due to a "noisy" phone line.

Check the modem properties in the Dialer to make sure you have specified the correct modem and COM port. Make sure you've included any access code required to dial a number from your location.

To check the modem properties:

1. Start the Dialer. Click here for instructions.

2. In the Dialer main window, click Properties.

3. In the Properties window, click the Modem tab. Check the settings that appear.

   If your modem settings are correct, wait a few minutes, then try to connect again.

If this problem persists, call Online Services Technical Support. For the phone number, click here.

The Internet service provider doesn't accept my user name and password.

When you register for free access to QFN, a user name and password are created for you. Each time you connect to QFN, your name and password are sent automatically to the Internet service provider (ISP). If the ISP rejects your name and password, it is experiencing a temporary problem.

What should I do?

Wait a few minutes, and then try to connect again.

If this problem persists, call Online Services Technical Support. For the phone number, click here.

When I change location, I can't connect to the Internet service provider.

You probably entered an incorrect phone number in the Dialer.

What should I do?

Make sure the selected Location uses the correct phone number (including area code and dialing settings).

First, find a current list of phone numbers:

1. Connect to QFN.

2. From the Directory menu in the browser, choose Explore.

3. Look for Account Information. The phone numbers list should be in the same place.

1. In the Netscape Intuit Edition program group, double-click the QFN Dialer icon.

2. In the Dialer main window, click Properties.

3. On the Location tab, check the phone number settings for all your locations, and change any that are incorrect.

4. Click OK.

I exited from Netscape and tried to connect again, but I couldn't.

When you exit from the Netscape Navigator, the Timer window in the upper right corner of your screen disappears in a few seconds. When it has disappeared, Quicken knows that you're disconnected from the Internet.

If you try to reconnect immediately after you exit (before the Timer window disappears), Quicken thinks you're still connected.

What should I do?

Wait until the Timer window has disappeared from the screen. Then try to connect again.

While connected to the Internet, I'm suddenly cut off.

There are several possible causes.

• You may have a "noisy" phone line.

• Your phone may have a Call Waiting service, which interrupts your phone line if someone calls your number while you're connected.

• Someone may have picked up the phone while you were connected.

• Your modem may be trying to transfer data too fast.

  To check for this condition, click the Statistics button in the Timer window (upper right corner of your screen while you're connected). In the Statistics window, look for a large number of Invalid CRCs or overrun errors. (They indicate errors in data transmission.)

Wait a few minutes and try to connect again.

If you have Call Waiting, make sure you disable it.

1. In the Netscape Intuit Edition program group, double-click the QFN Dialer icon.

2. In the main Dialer window, click Properties.

3. On the Location tab, check the "disable call waiting" box and select a code from the drop-down list. Then click OK.

1. Follow steps 1-2 above.

2. In the Properties window, click the Modem tab.

3. On the Modem tab, select a slower maximum speed, down to 9600 bps, and then click OK.

My Internet connection is slow.

There are several possible causes.

• You may be using a 9600 baud modem.

• Your computer may have a slow UART chip. If you don't have a 16550 chip, you get connected at 9600 baud, regardless of how fast your modem is.

• If your phone line is noisy, your modem either slows down to ensure good data transfer or retransmits information several times.

• A large number of people may be using the same Internet service provider and its server has too much traffic, making all connections slow.

First, try reconnecting to see if you simply had a bad phone line. While you're connected, check the Statistics window for overruns or other errors. To display it:

• Click the Statistics button in the Timer window (upper right corner of your screen while you're connected).

If you're using a 9600 baud modem, consider upgrading to a faster modem. If you have a slow UART chip, consider upgrading to the 16550 UART (usually an inexpensive procedure).

Error Messages

Cannot connect to host.

Your modem can't make the required connection to the Internet service provider.

• The ISP's phone line may be busy due to heavy usage.

• The ISP's server may be temporarily unavailable.

• The Dialer may have disconnected, due to a "noisy" phone line.

• You're registered for free access to the Quicken financial Network only, and you try to go to an Internet site outside QFN. (Free access is limited to QFN--the Quicken area on the World Wide Web.)

What should I do now?

Wait a few minutes, then try to connect again.

Cannot find connect file to use for auto-dialing.

To connect to QFN, your software needs a file named QFN.SR. That file can't be found. You may have moved, renamed, or deleted the file.

What should I do now?

QFN.SR is stored in the directory C:\QUICKENW\NETSCAPE\DIALER (unless you installed Quicken in a different directory).

• If you moved the file to a different directory, move it back to its original location.

• If you renamed it, restore its original name.

• If you deleted QFN.SR, you need to call Online Services Technical Support for help. For the phone number, click here.

A connection attempt is already in progress.

You tried to connect while the Dialer was already connected to the Internet service provider or trying to establish a connection.

What should I do now?

• If the Dialer is already connected, proceed with your online activity.

• If the Dialer is trying to connect, wait for the current dial-in attempt to complete.

• If the Dialer is disconnecting, wait until it has disconnected, then try to connect again.

Dial-in driver not loaded.

The VXDs (virtual device drivers) that were added to the SYSTEM.INI file when you installed the Internet access package didn't get loaded. The following lines must appear in the [386Enh] section of the SYSTEM.INI file:

The drivers may fail to load for any of the following reasons:

• You haven't restarted Windows since installing the Quicken Internet access package. You must restart Windows before you access QFN.

• You installed Quicken, then upgraded to Windows NT or OS/2. The Internet access package won't run under NT or OS/2.

• You installed Windows 95 to a different directory from Windows 3.1, then failed to re-install Quicken.

Try the following in the order listed.

1. Exit Quicken, exit and restart Windows, and then try connecting again.

2. Check the SYSTEM.INI file (usually in your C:\WINDOWS directory) to see if the required lines are there. If they're not, add them. Then restart Windows, and try connecting again.

3. Make sure that the DIAL.386, VNTSTIMD.EXE, and VTCPRAC.386 files exist in the C:\WINDOWS\NETSCAPE directory.

   If you deleted any of these files, you can restore them by re-installing the Quicken Internet access package.

Error opening serial port; invalid BPS rate specified.

When you specified your modem during registration, you picked the wrong speed for your COM port.

What should I do now?

Reset the port speed.

1. In the Netscape Intuit Edition program group, double-click the QFN Dialer icon.

2. In the Dialer main window, click Properties.

3. In the Properties window, click the Modem tab.

4. Select the correct speed from the Maximum Speed drop-down list. For important information about the setting, click here.

5. Click OK.

Error opening serial port; invalid port specified.

The Dialer couldn't access your modem. This can happen if:

• You set up your modem during registration and selected the wrong COM port.

• After the Registration Wizard set up your modem automatically, you changed the modem settings.

• After modem setup, you moved your modem from one COM port to another.

• If you're using a laptop computer, you neglected to insert the PC card (which contains the modem) into the laptop.

Reconfigure your modem (or let the Registration Wizard do it for you), and then try connecting again.

1. In the Netscape Intuit Edition program group, double-click the QFN Dialer icon.

2. In the Dialer main window, click Properties.

3. In the Properties window, click the Modem tab.

4. Choose the correct port from the Port drop-down list, and then click OK.

Error opening serial port; port is already in use.

Another program is using the COM port. It could be a general communications program, or it might be a fax modem program that is set up to receive a fax.

What should I do now?

• Close the program that is using the COM port, then try to connect again.

• If you still get the error, close Quicken, exit Windows, and turn off your computer and modem. Wait 10 seconds, and then turn them on again (this resets the modem).

1. In the Netscape Intuit Edition program group, double-click the QFN Dialer icon.

2. In the Dialer main window, click Properties.

3. In the Properties window, click the Modem tab.

4. From the Port drop-down list, select the COM port to which your other modem is attached, and then click OK.

Error opening serial port; port is already open.

Another program didn't close the COM port when it was done using it. This can happen if the other program closed unexpectedly (such as after a General Protection Fault or Application Error).

What should I do now?

Exit and restart Windows, then try to connect again.

If you still get the error, close Quicken and then exit Windows. Turn your computer and modem off for 10 seconds, turn them back on (this resets the modem), and then try again.

Error opening serial port; unknown reason (x).

The Dialer couldn't use the COM port you selected for an unknown reason.

What should I do now?

Close Quicken, and then exit Windows. Turn your computer and modem off for 10 seconds, then turn them back on (this resets the modem), and try again.

You can also reconfigure your modem (or let the Registration Wizard do it for you), and then try connecting again.

1. In the Netscape Intuit Edition program group, double-click the QFN Dialer icon.

2. In the Dialer main window, click Properties.

3. In the Properties window, click the Modem tab.

4. On the Modem tab, select the correct COM port from the Port drop-down list.

   OR

   Let the Registration Wizard reconfigure your modem. Click Change Modem, and then click Next. When it's finished, click Next and then Done.

5. Click OK.

Invalid I/O address specified. Please enter a valid hexadecimal number, or select "Default."

The selected COM port can't be used. This can happen if the port has been configured with an incorrect I/O address or IRQ number.

What should I do now?

Check the I/O address and IRQ number settings, and then try connecting again.

1. In the Netscape Intuit Edition program group, double-click the QFN Dialer icon.

2. In the Dialer main window, click Properties.

3. In the Properties window, click the Modem tab, and then click Advanced.

4. In the Advanced window, make sure the values for the I/O address and IRQ number are correct, and then click OK.

   You can find the correct I/O address on your serial card.

   Modems generally use IRQ 2, 3, 4, 5, or 7. COM1 uses IRQ4, COM2 uses IRQ3, and COM3 and COM4 are selectable.

Invalid IRQ number specified. Please enter a number between 2 and 15, or select "Default."

The selected COM port can't be used. This can happen if you set up your modem and selected the wrong COM port, or if the COM port has been configured with an incorrect I/O address or IRQ number.

What should I do now?

1. In the Netscape Intuit Edition program group, double-click the QFN Dialer icon.

2. In the Dialer main window, click Properties.

3. In the Properties window, click the Modem tab, and then click Advanced.

4. In the Advanced window, make sure the values for the I/O address and/or IRQ are correct, and then click OK.

   You can find the correct I/O address on your serial card. Modems generally use IRQ 2, 3, 4, 5, or 7. COM1 uses IRQ4, COM2 uses IRQ3, and COM3 and COM4 are selectable.

Netscape was unable to create a network socket connection. Insufficient system resources or network down.

The Dialer failed to connect with the Internet service provider for some reason, and the Netscape Navigator software couldn't complete its task.

The Internet service provider may be temporarily unavailable. Or the Dialer may be set up incorrectly. For example, during modem setup, you may have forgotten to enter a required dialing prefix.

What should I do now?

Try these steps in the order listed:

1. Try connecting again; it may work the second time.

2. Close down any other programs that may be running, then try to connect again.

3. Exit Quicken, exit Windows, restart Windows, and then try again.

4. If the error continues to appear, check your modem settings in the Dialer, and then try to connect again. To check your modem settings:
   • In the Netscape Intuit Edition program group, double-click the QFN Dialer icon.

   • In the Dialer main window, click Properties.

   • In the Properties window, click the Modem tab. Check the settings that appear.

5. If the error continues to appear, try connecting manually with the Dialer first, and then continue with the Navigator. To connect with the Dialer:
   • In the Netscape Intuit Edition program group, double-click the QFN Dialer icon.

   • In the Dialer main window, click the Dial button.

Scripted login failed. Try connecting again.

The Internet service provider (ISP) won't let the Dialer log in with your account information. There could be several causes:

• A "noisy" phone line

• The ISP may be temporarily unavailable, or too many people are trying to log in at the same time.

• There may be a problem with your account (suspended, canceled, credit card expired, etc.).

Wait a few minutes, and then try connecting again.

If the error continues to appear, use any text editor to look at the LOGIN.LOG file in the C:\QUICKENW\NETSCAPE\DIALER directory for clues to what may be wrong with your account.

Unable to communicate with answering device. Please check that it is installed and configured properly.

The Dialer can't contact your Internet service provider. This is a temporary problem.

What should I do now?

Wait a few minutes, then try connecting again.

Unable to determine INI file location. Using the default of c:\quickenw\netscape\netscape.ini.

To connect you to QFN, your software needs a file named NETSCAPE.INI. That file can't be found. You may have moved, renamed, or deleted it.

What should I do now?

NETSCAPE.INI is stored in the directory C:\QUICKENW\NETSCAPE.

• If you moved the file to a different directory, move it back to its original location.

• If you renamed it, restore its original name.

• If you deleted it, you can replace it by re-installing the Quicken Internet access package.

Unable to initialize the modem. Check to be sure that your modem is connected to the computer and that it is turned on.

When the Registration Wizard sent commands to your modem, the modem didn't respond correctly.

What should I do now?

Try the following steps in the order suggested. After each step, try connecting again.

• Your modem may be turned off, or the modem cable may be loose. If you have an external modem, check to be sure it's turned on. If it is already turned on, turn it off, wait 10 seconds, and then turn it on again.

• Check your modem cable to see that it's securely connected at both ends.

• If you have an internal modem, close Quicken, exit Windows, and then turn off your computer. Wait 10 seconds and turn it on again (this resets the modem).

• Another communications program could have left your modem in a state that's incompatible with the Registration Wizard. Close both Quicken and the other program, exit Windows, and turn off your computer and modem. Wait 10 seconds, and then turn them on again.

• If you have installed a new modem, or moved your existing modem to a different COM port, re-run automatic modem setup in the Dialer.
  1. In the Netscape Intuit Edition program group, double-click the QFN Dialer icon.

  2. In the Dialer main window, click Properties.

  3. In the Properties window, click the Modem tab.

  4. Click Change Modem, and then click Next. When modem setup is finished, click Next and then Done.

  5. Click OK.

Unable to launch the Netscape Navigator. Please check the installation.

To run Netscape Navigator, your software needs a file named NETSCAPE.EXE. That file can't be found. You may have moved, renamed, or deleted the file.

What should I do now?

NETSCAPE.EXE is stored in the C:\QUICKENW\NETSCAPE directory (unless you installed Quicken to another directory).

• If you moved the file to a different directory, move it back to its original location.

• If you renamed it, restore its original name.

• If you deleted it, you can replace it by re-installing the Quicken Internet access package.

Unable to locate host.

Your modem can't make the required connection to your