Troubleshooting

Please select from one of the following guides

• Intermittent Connection

• Dialing Error Numbers

• Outlook Error Number

• Page Cannot Be Displayed

• Virus Information

 

 

 

Error Numbers

The following instructions are only intended as a guide, and any instructions on these pages must be performed with caution. If you are not confident adjusting your settings please do not do so. Remember, whenever you uninstall something please ensure you have the CD to reinstall it again. Axis Telecom cannot be held responsible for any problems which may occur following these instructions.

Click for more info on the error number you have:

Error 619 - The port was disconnected
Error 629 - The port was disconnected by the remote machine
Error 631 -The port was disconnected by the user
Error 633 -The port is already in use / not configured for Remote Access Dialout
Error 645 - Internal Authentication Error
Error 651 - Your modem has reported an error
Error 678 -The Computer You Are Dialing Into Is Not Answering
Error 680 - No dial tone
Error 691 - Access denied because username / password is invalid on the domain
Error 797 - The connection failed because the modem or other connecting device failed

 

 

Broadband Error Numbers

Error 619

This can be resolved by following these steps:

• • Try a reboot and see if this solves the problem
• • Check your modem and phone cables are connected securely.
• • Try uninstalling and reinstalling the Modem.

 

Error 629

Try the following steps

• • Restart your computer and try connecting again
• • Recreate the Dial Up Connection as described (see Error 651)
• • Try uninstalling and reinstalling the Modem.

.

Error 631

Usually this is a one-off glitch which happens when the Connection Progress is interrupted by the user or another program on the PC. In order to resolve this:

• • Try and connect again
• • Reboot
• • Try disabling the Firewall to see if this is the cause of the problem
• • Try recreating the Dial Up Connection

 

Error 633

This error can be best remedied by:

A restart of your computer tends to resolve 50% of cases with this error message

• • Disable any Firewall Software and try to connect again...
• • Recreate the Dial Up Connection (see Error 651)
• • Try uninstalling and reinstalling the Modem.

 

Error 645

Usually a Win98 or ME issue. The PC's Networking protocols are not able to negotiate a link with the Network...

• • Recreate the Dial Up connection (see Error 651)
• • Windows 95/98 - This error can occur if the Require encrypted password option is enabled on the Server Types tab in the connection's properties, or an incorrect user name or password have been entered. See MS KB Article Q199780 (Shown below)
• • All versions of Windows - This error can occur if you are attempting to connect to a Windows 2000 domain that has had a RRAS (Routing and Remote Access Services) server log on without administrative privileges. See MS KB Article 227747 (Shown Below)

 

Windows 95, 98 & Millenium (ME) - Microsoft's Solution

SYMPTOMS

When you attempt to establish a connection with Dial-Up Networking (DUN), you may receive the following error message:

Dial-Up Networking could not complete the connection to the server. Check your configuration and try the connection again.

CAUSE

This behavior can occur if the Require encrypted password option is enabled on the Server Types tab in the connection's properties, or an incorrect user name or password has been entered.

RESOLUTION

To resolve this behavior, follow these steps:

• 1. Verify that your user name and password are correct. If this resolves the issue, skip all the remaining steps. Click Start , point to Programs , point to Accessories , point to Communications ,and then click Dial-Up Networking .
• 2. Right-click the icon for your connection, and then click Properties .
• 3. For Windows 95, 98 and 98 Second Edition: Click the Server Types tab, click to clear the Require encrypted password check box, and then click OK . For Windows Millennium Edition (Me): Click the Security tab, click to clear the Require encrypted password check box, and then click OK .

MORE INFORMATION

You may also receive this error in Windows 95 if TCP/IP is not installed and a dial-up connection is attempted.

Routing and Remote Access server stops authenticating dial-up networking clients

 

 

Windows 2000 - Microsoft's Solution

SYMPTOMS

When a Routing and Remote Access Services (RRAS) server joins a Windows Server-based domain, client authentication appears not to work. The RRAS server still authenticates client accounts that are local to the RRAS server, but it does not authenticate domain accounts. You may receive one of the following error messages on the Dial-Up Networking (DUN) client:

• Error 619, "The port was disconnected."
• Error 645, "Dial-Up Networking could not complete the connection to the server."
• Error 930, "The authentication server did not respond to authentication requests in a timely fashion."

Also, the RRAS server may log the following event ID message:

Event id: 20073 Source: RemoteAccess Description: The following error occurred in the Point to Point Protocol module on port: port number , UserName: user name . The authentication server did not respond to authentication requests in a timely fashion.

CAUSE

This issue occurs because the account you were logged on with at the time you joined the domain did not have administrator privileges on the Windows 2000-based domain. Because of this, services that could easily compromise network security, such as RRAS, deny clients the ability to obtain access to the domain.

Error 930 may also occur if the default path to the Remote Access log file is changed or is invalid.

RESOLUTION

To work around this issue, you must register the RRAS server in Active Directory using an account that has domain administrator permissions. To do so, use either of the following methods:

Add the RRAS Computer to the Appropriate Group

Add the RRAS computer to the appropriate group:

• 1. Log on to your computer with an account that has administrator privileges on the Windows 2000 domain.
• 2. Launch the Active Directory Users and Computers MMC snap-in, and then double-click the domain name.
• 3. Double-click the Users folder, and then double-click the RAS and IAS Servers security group.
• 4. Select the members tab.
• 5. Add the RRAS server to this group.
• NOTE: If the organization has more than one domain in the forest, and users from the different domains are trying to log on to the RRAS server, continue to follow steps 1 through 5 until the RRAS server is in the "RAS and IAS Servers" security group for each respective domain.

Use the Netsh.exe Utility

NOTE: The Netsh.exe methods can only be used if the RRAS server is Windows 2000-based. Use either of the following methods with the Netsh.exe tool:

Method 1

Log on the RRAS computer using an account that has domain administrator privileges, type netsh ras add registeredserver at a command prompt, and then press ENTER.

Method 2

To run a command with administrator privileges without being logged in as an administrator:

• 1. At a command prompt on the RRAS computer, type runas /user:domain name\ administrator name "cmd" , where domain name is the appropriate domain name, and administrator name is the appropriate administrator name. You are then prompted to enter a password for this account. If this computer is able to connect to the domain controller and verify the credentials, a command prompt opens with the following information in the title bar:

cmd (running as domain name \ administrator name )

2. At a command prompt, type netsh ras add registeredserver at a command prompt, and then press ENTER.

• NOTE : For either of the preceding methods, you receive one of the following messages: Command Is Successful:

 

Registration completed successfully:

RAS Server: RAS server name Domain: domain name

 

Command Is Not Successful:

Registration FAILED:RAS Server: RAS server name Domain: domain name The specified domain either does not exist or could not be contacted.

 

If you changed the default path to the Remote Access log file, you must give the local System account write permission to the new folder. (The default path is %Systemroot%\System32\LogFiles.) To verify the path of the Routing and Remote Access log folder, follow these steps:

• 1. Open the Routing and Remote Access snap-in.
• 2. Right-click the Route Access Logging object, and then left-click Properties .
• 3. Select the Local File tab.

MORE INFORMATION

Windows XP - Microsoft's Solution

SYMPTOMS

CAUSE

RESOLUTION

 

Error 651 - Your modem has reported an error

Your modem has reported an error

This error usually occurs with Windows 2000 when a Dialer has become corrupt and is usually easily resolved by recreating the dialer, as follows:

• • Go into Network and Dial-Up Connections...

• • This will show all existing Dial-Up Connections. Double Click on 'Make New Connection'...
• • When the Network Connection Wizard launches click 'Next'...

 

• • In 'Network Connection Type' choose 'Dial-up to the Internet' and click Next...

• • When the Internet Connection Wizard launches, choose the 3rd Option: 'I want to set up my Internet Connection Manually' and click next...

 

• • Choose 'I connect through a phone line and a modem'

• • If more than one modem is installed on the PC you will be prompted to choose the Modem...Here choose USB ADSL WAN Adapter.
• • When prompted for a Phone Number, enter 0,38 and take the tick out of 'Use Area Code and Dialing Rules' and click next...
• • Enter Username and Password details and click next...
• • Type a name for the Connection and click next...

• • You will be asked if you also want to setup an internet mail account , choose no and then next and then finish. The Connection will now appear as a new icon in the 'Network and Dial Up Connections' Folder.
• • If necessary, after testing this new connection works, delete the old connection to avoid any future confusion over which connection should be used.

How To Solve an error 651

• • Before you try the following procedure it is always best to uninstall the current adsl modem and reboot the computer. Then re install the modem making sure ADSL protocol is PPPOA or PPPOverA. If the error still persists follow the below procedure.

• • Click Start then Control Panel then Network Connections. On this screen, click the Connections tab. Here select the option to create a new connection (ringed in the image below) to start a New Connection Wizard and then click Next.
• • Select the option to Connect to the Internet and then click Next.

• • Select to Setup my connection manually and then click Next.
• • Select the option to Connect using a dial-up modem and then click Next.
• • Select the USB ADSL modem for your Broadband connection making sure that no other modems are selected and then click Next.

• • Enter a name for the Dialup Connection such as Axis Broadband and then click Next

• • In the Phone number field enter 0,38 and then click Next
• • Enter your Broadband username and password which you registered when you signed up for the Broadband account (this is the same as your Broadband email address and password). If you have forgotten your account details click here . Then click Next.
• • You have now created a new Broadband connection. It is advised to tick the checkbox to add a shortcut on your computers desktop and then click Finish.

• • This will then launch a connection attempt to connect to the Broadband account with your username and password pre-populated into the connection. It is advisable to save your username and password when making this connection to save you having to retype it continuously.

 

Error 678

Error 678 is usually an indication that TCP/IP has become corrupt. Commonly we would expect this Error for Windows XP

With XP try the following ...

• • As always try a reboot
• • Go to "Run" type "command" and click OK. In the new window, type netsh interface ip reset log.txt and hit "Enter" (all commands should be typed without the quotes). Then restart the computer. ( This resets the TCP/IP Stack in WinXP )

With all other Operating Systems (i.e. Windows 98/ME/2000) try

• Recreate the Dial Up Connection (See Error 651)

• Try uninstalling and reinstalling the Modem. (See Un Installing the modem)

 

Error 680

This usually means there is a break in communications between the Modem and the Broadband Equipment in your Local Telephone Exchange. An error 680 / 619 would usually also mean you do not have a solid red ADSL light on the modem. This could be a problem with how the modem (or filters) attach to your Phone Line, or it could be a problem with the broadband signal on your phone line... Please ensure you have checked the following points and guidelines;

• Does your telephone Work? (if not you may have a fault with your telephone line)

• Is the cable from the modem to the filter secure at each end?

If, after checking the above points, you are still not seeing a solid red ADSL light, we need to look at how you have the modem and filters attached to the telephone line in your house. (see Filters section) If the modem installation seems successful and you have a solid red light on your modem, but are still receiving the error message- 680: No dial tone, then:

• If you have an internal 56k modem please disable the modem as follows

• o Right click on the My Computer Icon on your desktop and then select Properties
• o If you have a Device Manager tab along the top select this, otherwise select the Hardware tab along the top and then click on the Device Manager button
• o In the Device Manager click on the + sign on the Modem selection and then...
• o Identify and right click your modem icon and select Disable / Properties and then Disable in this Hardware Profile
• o After you have completed this, close down the Device Manager and then restart your computer and try to reconnect to the Broadband connection.

If this does not resolve your problem please call the Axis Broadband Helpdesk to test your phone line.

 

Error 691

This means your connection attempt has been refused for the reason of invalid logon details.

• • Please ensure you are using the correct username and password. The format for entering your username will be :

yourusername_axis@dslconnect.co.uk

• Please also bear in mind the password is case sensitive, check your Caps Lock function on the keyboard to ensure you are not typing capital letter when you intend to type in lowercase.

• Even if your username and password is automatically saved from previous connections it is possible for this information to become corrupted. Please delete anything saved and attempt to retype the correct information.

• If you have a firewall, please lower your firewall temporarily as it may be preventing connectivity

 

Error 797

This is, more often than not, a glitch caused by an unsuccessful boot of the PC.

• Try a reboot and see if this solves the problem

• Try uninstalling and reinstalling the Modem. (see Uninstalling the modem)

Uninstaling your ADSL modem

In order to uninstall the ADSL modem you will need to take the following steps:

• 1. Click on the START MENU and then ALL PROGRAMS as shown below.

• 2. Click on the Access Runner DSL tab and move the mouse down to Uninstall Access Runner DSL and left click as the figure shows below.

• 3. After you have left clicked on the uninstall button you will be informed that if you want to reinstall the modem you will require the original CD to confirm press YES.

Once you have clicked on the YES button you will see the Connexant uninstall wizard box as shown below.

When the uninstall is complete you will be notified by a pop up box displayed below. Which confirms that the wizard has finished, to totally complete the wizard you must click the OK button.

Please note when installing your modem, when prompted for the Internet protocol please PPPOA otherwise you will not be able to establish a connection.