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iPass Troubleshooting |
Also read: Troubleshooting Tips & Contacting Support
Use the iPass connection software
To connect to the iPass network, you must use an EasyStreet Online Services Dial up Username and Password, a modem,
and one of the following versions of iPassConnect™:
iPassConnect™ for Windows
iPassConnect™ for Mac OS X
iPassConnect 1.8 for Mac OS 8 - 9
iPassConnect™ for PDAs
This client software includes the iPass phone book, connection scripts, special dialing rules and more that helps keep you connected while you're traveling.
Check your username and password
Make sure you use you have an EasyStreet username that gives you dial-up access and the right password. (Call us 503-646-8400 or email us support@easystreet.com to verify your password). Also make sure that you have easystreet.com in the domain field in the iPassConnect™ client.
Update your iPass phone book
The iPass phone book is updated weekly to ensure that high-quality, redundant and dependable service is always available. Before traveling, update your phone book to get the latest access numbers.
Double check the dial-string prefix
Many hotels and offices require the use of a prefix (usually 8 or 9) when dialing out. Make sure you are using the correct prefix before dialing your access number.
Try a different number
iPass builds service redundancy into major business centers around the world. If one access number isn't working, choose another number from an updated iPass phone book.
Verify that Dial-Up Scripting is installed
Microsoft Windows Dial-Up Scripting support is required when dialing iPass access points. Scripting support is automatically installed with:
NOTE: The original Windows 95 version is not supported.
As a part of their normal phone system, Germany has an odd sounding dial
tone. If you are having problems dialing from Germany (or other places where
normal dial tone is very different than the one in the United States),
set your dialer to ignore the dial tone.
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Do I need special power plugs or phone jacks when I travel?
The answer to this depends upon where you go, but in many countries you will require different power cords, plugs and phone jacks. If you are interested in more information about connection hardware, and other helpful resources for business travelers. Take a look at these sites, they provide information and advice about connecting when traveling around the world.
Why can't I connect from my hotel?
If you are dialing in from a hotel or office, you often have to put a prefix in front of the phone number (usually an 8 or 9). Check with the hotel staff and make sure you have entered the prefixes correctly.
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Why won't this specific POP connect?
iPass often works with many service providers in major business centers in the event one service provider suffers a temporary service outage. If you have already successfully been using the iPass service and you are having trouble connecting through a particular access point, check to see if there is an alternative number to use.
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What should I do if I can't connect to any iPass access points?
If you can't dial into any of the iPass access points, check the following:
First, try lowering the connection speed
Many international phone lines don't often support the same speed that you
are used to seeing at home. If you are having problems connection, it is a
good idea to slow the modem down to 9600 baud and then try again.
Don't forget to check for special dial codes
If you are connecting from a hotel, or office don't forget to check to see
if you need to dial 9 or some other prefix to dial out from that location.
Also, check to see if call waiting is on the line, and if so, ask how to
disable it. Call waiting can also cause problems for the iPass dialer.
Update your phone book
The iPass phone book changes pretty often as service in new areas are added,
and problem numbers are removed the list. It is a good idea to
update your phone book on a regular basis. With the iPass Connect software,
this process is simple, either the dialer will detect a new phone book, or you can go to the File menu and choose Update Phone book.
In General
If you are unable to connect to multiple access numbers, it may indicate a compatibility problem with your modem, or computer in the region in which you are traveling. Consult technical support or your modem manufacturer for further assistance. If you can connect successfully to an alternative access number, it may indicate the access number or site is temporarily unavailable.
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What should I do if the number I'm trying to connect to is busy?
If you are experiencing a constant busy signal, try the following:
The smart re dial feature allows you to specify multiple dial-up numbers to
try. The iPass dialer will roll to the next number automatically, and prompt
you when you need to enter a username and password.
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You are connecting from South America, and remote locations, you may need
to use Pulse Dialing.
There are still some parts of the world that use pulse rather than tone
dialing. By default your iPass dialer is set to connect with tone dialing,
if you are having problems getting the dialer to dial out, try setting it to
pulse dialing instead.
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Problems dialing from Germany (or other places where
normal dial tone is very different than the one in the United States)
As a part of their normal phone system, Germany has an odd sounding dial
tone. If you are having problems dialing from Germany (or other places where
normal dial tone is very different than the one in USA),
set your dialer to ignore the dial tone.
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Problems connecting from India, and wherever the answer to a phone call is
very slow
There are some parts of India, in which the phone lines are so poor that a
telephone connection is made very slowly. In this case, it is a good idea to
Increase the re dial after a busy signal setting to two or three times the normal setting.
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What does it mean when I keep getting error messages?
these are common things that cause error messages.
| Error Number |
Description |
|---|---|
103 |
User cancelled the connection |
680 |
No dial tone, wire or line problem (except Germany) |
676 |
Line is busy |
678 |
No answer (If you get errors 103, 104 with 676 & 678 check the dial up networking properties for errors). |
691 |
Username/Password Error |
629 |
Data link terminated by the Remote machine |
718 |
Timeout waiting for PPP (If you get errors 629 & 718 it may indicate that you need to reinstall your TCP/IP settings). |
651 |
Modem has reported an error (Winmodems & LiteModems: The modem may be terminating the connection abnormally - resulting in a stuck connection. Set DNS or RAS so that it dials the iPass number, and dial the number manually to get the modem connection unstuck. Then restart your computer). |
How can I verify whether I have Dial-Up Scripting on my machine?
For users of iPassConnect for Windows, you can check for Dial-Up Scripting by right clicking (on the connection icon you created) and selecting "Properties" from your pull down menu. If you do have Dial-Up Scripting installed on your system you see a tab at the top of the menu box that reads "Scripting." If you do not have Dial-Up Scripting installed this tab will not be present.
Reference http://www.csnet.net/techsupport/win95/script95.html for installation instructions and the Dial-Up Scripting tool itself.
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How do install Dial-Up Networking?
If there is no icon for Dial-Up Networking in the My Computer window, you can use the following procedure to install it (you may be prompted to insert your Windows 95 CD ROM, so please be sure to have this handy).
I can get email, why can't I send it?
When you are connecting remotely, you cannot send email through smtp.easystreet.com
instead, change your Outgoing Mail (SMTP) Server to smtpauth.easystreet.com
and check the box next to "my (outgoing mail) server requires authentication" or
"allow authentication". For more detailed instructions see Using SMTP Authentication.
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My Internet (WWW) access is really slow.
If your access to the World Wide Web is slow, it may be due to Slow Network Response.
A noisy telephone line often causes slow transmission speed; this is often the case in hotels. This can cause modems to work at a slower baud rate than their top speed because the modem has to correct for data errors. Most iPass access numbers support connections of 28,800 bps, but they can be hindered by faulty phone lines.
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My connection sometimes disconnects or stops working in the middle of my session.
Often the only indication that your connection is lost is that you stop getting network packets. If your SLIP/PPP software is well written, it allows you to close your connection gracefully, but often your applications will hang (your application stops responding to your input) and you will have to reboot your machine. One common cause of a connection hang is that your telephone has either hung up (for example, someone may have picked up another extension of the telephone line you are using) or the line may have gotten noisy enough for your modem to hang the line up.
Line Noise
If the country that you are visiting has a poor telecommunications system or the line you are trying to connect with has audible interference your connection might terminate unexpectedly.
Too General a Modem String
Sometimes a connection with us relies on a very basic modem string (this is how the modem and telephone line communicate).
Once you are overseas, and numerous other "hops" go into establishing your connection, it pays to make sure that you are using the best possible modem string. Please contact your modem's manufacturer, or check their web site, to get the most reliable modem string.
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If the above information doesn't help you solve your problem, please contact our Technical Support Department 503-968-3279 or 1-800-207-0740 (24 hours/day, 365 days/year) or via email support@easystreet.com.
Please be ready to provide the following information:This service is brought to you
through our partnership with iPass
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