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Before you call, try these... Your computer is not connecting. Your immediate instinct may be to pick up the phone and call tech. support, but before you call, try to narrow down the problem with these steps. They might help you solve the problem or at least make you better prepared for that call. SHUT IT DOWN First, shut the computer down, leave it off for five minutes, then restart it. If you have an application that refuses to close, try forcing it to quit. On Windows, hit the Ctrl, Alt and Delete keys at the same time, and choose the application you want to close from the pop-up window. On the Mac, hit the Control, Option and escape keys at the same time. If you can't get any response at all, turn off the power switch, then restart after five minutes. WHAT CHANGED? Do a little detective work to figure out what happened. Did you install a new application? New hardware? Was the computer moved to a different location? Was the configuration changed? Did you delete any files? Are you running out of hard drive space. Be sure you have at least 100 MB free at all times. Safely undoing any change(s) you made might fix the problem. CHECK THE CONNECTIONS Make sure the cables from the modem are properly seated in the back of the computer and plugged into the correct sockets. On modems, be sure the line from the wall is plugged into the line socket on the modem and not the phone side. Only the phone line should be plugged into the phone socket. Your manual should diagram where everything goes. REINSTALL A BROKEN APPLICATION Modern applications rely on a number of files in various directories of your computer, and if one of these files gets deleted or corrupted, the whole application may fail. Every application is different, but the general approach to fixing one is to reinstall it. Just put the program's CD or floppy into your computer and run its install program. If you're not having any problems connecting, but are having trouble downloading, viewing web sites, receiving e-mail, or surfing has slowed considerably, it may be time to reinstall the TCP/IP stack - which is in the Control Panel under Network. Re-installing it can resolve many connection problems. The procedure for doing this is outlined here. You may need your Windows 95 or Windows 98 CD-ROM for this operation. UPDATE YOUR DRIVERS Internet Junction uses the latest driver revisions for the V.90 standard. Be sure you have the latest drivers for your modem or terminal adapter. A nice list of modem of modem drivers can be found here and here. HELP ONLINE If you can get online, find the web sites of your computer or any component or application that's not working. They might already be aware of a problem and have a posted notice about how to fix it. Tech. support e-mail addresses and phone numbers are also on these sites. WHAT'S THE NUMBER? So you've tried everything, perhaps narrowed down the problem, but you still need to call tech. support. One last thing: Know the make and model of your modem. Go to the Control Panel, then Modems to see what modem your computer is using. This will help us determine what direction to take for fixing whatever connection problem you are having. Our technical support number is 813-855-7793 or 1-888-THE1ISP, Monday-Friday, 8 a.m. - 9 p.m. and Sat & Sun., 12p.m. - 6p.m. We have technical support personnel waiting to help you with your connection issues. |
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