Skip to Main Content
Print this page — Go back

SAILOR DIAL-UP ACCESS TROUBLESHOOTING GUIDE

CHECKLIST

Here is a checklist of items that must be in order for you to get a successful dial-up connection through your modem.

  1. Computer and monitor plugged into live electrical outlet and turned on.
  2. Monitor, keyboard and mouse connected to computer.
  3. Modem installed.
  4. Telephone line active and telephone cable not damaged.
  5. Telephone line plugged into modem LINE jack.
  6. Call Waiting disabled (if you subscribe to this service).
  7. Network connection set up for a dial up connection is correctly configured.

COMMON PROBLEMS AND SOLUTIONS

Here is a list of problem descriptions and possible solutions.

NO DIAL TONE Error680 Message

  • Is your phone line connected to the modem's 'line' jack and a wall jack?
  • Is the cable between modem and telephone wall jack damaged?
  • Is the correct COM PORT (Connector) selected in your communications software?
  • Modem driver not installed, or needs to be reinstalled.
  • If you have more than one modem, is the one with the phone line selected?

"I'm sorry your call cannot be completed as dialed"

  • Is the 10 digit Sailor telephone number entered correctly?
  • Do you have to dial 9 before the phone number from your location?

BUSY SIGNAL

  • Do you need to dial 9 to get an outside line at the location from which you are dialing?
  • Is there a fax machine, or answering machine, plugged into the same phone line as your modem?

"NO CARRIER" Error Message

  • Interference from phone company Voicemail on your phone line.
  • Interference from Call Waiting on your phone line (precede phone number with *70,,). o┬áInterference from other equipment on same phone line (answering machine, fax).
  • Someone picked up an extension phone on the line you are using.
  • Local telephone line service quality problem. Try setting your modem to a lower speed (e.g., 9600 bps).

INCORRECT PASSWORD Error Message

  • Make sure your username and password were entered correctly. Usernames and passwords are case sensitive: Upper case I is not equivalent to lower case i in this context.

"YOU HAVE BEEN DISCONNECTED FROM THE COMPUTER YOU DIALED" Error Message

  • This message will be displayed if you attempt to establish 2 simultaneous sessions under your username.

CALL CONNECTS BUT IS DROPPED

  • Try dialing in at a slower modem speed.

CALL CONNECTS BUT BROWSER CANNOT REACH ANY WEB SITES (1)

  • Hang up and dial again.

CALL CONNECTS BUT BROWSER CAN'T REACH ANY WEB SITES (2)

  • (Windows 95 & 98) Check under Control Panel->Network->Configuration to make sure you don't have more than one TCP/IP protocol listed to work with your Dial Up Adapter.

CONNECTION SPEED VARIES EVEN IF I DON'T CHANGE MY MODEM SPEED SETTING

  • Does your modem sometimes connect at a faster speed, sometimes at a lower speed? A possible reason is the quality of the telephone connection you are getting through the public telephone network. Try dialing in at different times of the day or evening to see if you can determine any trends.

CONNECTION TO SAME SAILOR NUMBER DIFFERS FROM LOCATION TO LOCATION USING THE SAME EQUIPMENT

  • Telephone line quality and distance from the telephone company central office are factors that affect how fast your connection to the Internet through any Internet Service Provider will be. That's why you may find that the same PC with the same modem will connect to the same Sailor telephone number at different rates from different locations.

DEVICE NOT FOUND Error Message

  • A modem may not be installed in your computer.
Print this page — Go back