Support

 

Common Problems

Here we have described some of the problems that our technicians are asked to remedy on an almost daily basis for customers connecting to the Internet, and the solutions we've come up with to deal with them.  We would like to be able to anticipate questions/problems our customers may encounter while learning to use the Internet.  If you know of other problems we have not addressed here or have information you think others would benefit from, we would really appreciate you letting us know via the contact form.

Symptoms: You have the "Connect to the Internet as needed" feature enabled but Internet Explorer does not automatically dial The Computer Works.  Because you are not connected to The Computer Works, the following error message may be displayed:

"Unable to open the site <http://Address of Your Start Page>. Verify that the address is correct and try again."

To connect to the Internet, usually all you have to do is double-click your Internet icon on the desktop and then, just before launching Internet Explorer, the computer brings up the "Connect to tcworks.net" dialog box. After making certain your username and password have been entered correctly and that the phone number to The Computer Works is correct, you press 'Connect' to cause the modem to dial and establish the connection. Everything may work just fine and then one day you click your Internet icon and the error message above appears on your screen.

Resolution: To cause Internet Explorer to automatically dial The Computer Works, follow these steps:

  1. Click Start, point to Programs, point to Accessories, and then click Dial-Up Networking.
  2. Double-click the The Computer Works connection and log on as you normally do.
  3. After you have successfully logged on, start Internet Explorer.
  4. Empty the temporary file cache. To do this:
    1. Click View on the menu at the top of the screen, then choose options.
    2. Click the Advanced tab.
    3. Click settings.
    4. Click Empty Folder.
    5. Click the Yes button when it asks if you are sure.
    6. Click the OK button.
    7. Click the OK again.

  5. Type the Internet address of the Web site you want to use as your Start page in the Address box, and then press the ENTER key. Perform this step even if the site you want to use is already listed in the Address box.

    If the address you want to use did not appear in the Address box when you started Internet Explorer

    1. Click View and then Options.
    2. Click the General tab and then click Use Current.
    3. Quit Internet Explorer and the Dial-Up Networking connection
    4. Restart Internet Explorer.
Symptoms: When you are dialing into The Computer Works you get the following error message:

"The computer you dialed is not answering, double click the connection to try again."

Resolution:

  1. Verify you are using the correct phone number to dial into our service. Use the PoP locator at here.
  2. If that fails to solve the problem, try restarting your computer and try again. If that fails, call our Tech Support Department for additional help.
Symptoms: When you try to connect to The Computer Works, you get the following error message:

"Dial-up Networking could not negotiate a compatible set of Network protocols."

Resolution:  There are several possible solutions to this problem.  The first option in the list below is the simplist solution.  If that doesn't work, go to the next item in the list and so on until you have fixed the problem.

  • Do you have the appropriate server type selected?
  • Do you have the correct protocol installed?
  • Do you have global TCP/IP settings entered in the Network Properties dialog box?
Symptoms:  I can't save my password for my tcworks.net connection.

Resolution:  There are several possible solutions to this problem.

  • Are you logged on to Windows with a username and password?
  • Is the Microsoft Client for Microsoft Networks installed?
  • Is your password file damaged?
  • Is there a problem with your Dial-Up Networking configuration?
Symptoms:  It takes a long time to connect to The Computer Works.

Resolution:  Is the "Log on to Network" option enabled?

When the Log on to network option is selected, the Dial-Up Networking service tries to find a Microsoft Windows network. If it does not find one, the connection times out.

To disable the Log on to network option:

  1. Click Start, point to Programs, point to Accessories, point to Communications, and then click Dial-Up Networking. (Or you could get to the same place by clicking My Computer on the desktop, then click Dial-Up Networking.)
  2. In the Dial-Up Networking dialog box, right-click the connection for tcworks.net, and then click Properties.
  3. On the Server Types tab, click to clear the Log on to network check box, and then click OK.

Symptoms:  When I connect to the Internet, I receive the error message:

"The computer you are dialing into cannot establish a dial-up networking connection. Check your password and then try again."

Resolution: Make sure your password and username are correct. If either one of these is typed incorrectly, you will not be able to log in to The Computer Works. Also, check to see that your Caps Lock key is not on.

NOTE:  Passwords and usernames are case sensitive.  Please check your customer information sheet and key in your username and password exactly as it appears there.  If you do not have your customer information sheet, contact the office and we can look up your username and password for you.

Symptoms:  I can't connect at 56k.

Resolution:  There is no simple answer to this problem.

To start with, 56k connections are impossible. 40k to 53k connections are possible, if you have good quality phone lines. We recommend you try the solutions listed at this site devoted solely to the support of 56k connections. If you continue to experience difficulties, please call or e-mail our support personnel.

Follow the instructions below to test your line for 56K compatibility.

  1. Open a terminal session (using Hyperterminal in Windows 95 for example)
  2. Dial the number with the modem: 1-847-262-6000
  3. When prompted for graphics, hit enter.
  4. When prompted for a user name enter: Line Test

The most common barrier to 56k performance, is the presence of a SLC96 (slick) concentrator in your neighborhood. Telephone companies install a SLC96 to split up lines in existing phone hubs to add more lines in high-growth areas. This split nullifies the 56k capability, dropping all lines down to a maximum speed of approximately 26,400bps.

A second barrier occurs when a phone line is stretched beyond 18,000 feet from a telephone company office, which is beyond the effective range of the 56k technology. This occurs primarily in rural areas. Corporate offices that are using PBX systems will lose 56k capabilities due to line attenuation.

Check with the phone company to see if the above applies in your situation.

Another cause could also be the connectors and wiring in your house.

Symptoms: My Computer disconnects immediately after checking e-mail in Outlook Express.

Resolution: In the Outlook Express main menu click "Tools" –> "Options" –> "Connection" and UNCHECK "Hangup after Sending and Receiving". Also "Ask Before Switching Dial-up Connections" SHOULD be checked.

Symptoms: I cannot receive attachments in Outlook Express, it tells me "Outlook Express has blocked access to unsafe attachments"

Resolution: You probably have attachments blocked.

To unblock attachments:

  1. Start Outlook Express.
  2. Click on Tools in the main menu.
  3. Click on Options.
  4. Click the Security Tab at the top.
  5. Under Virus Protection, UNCHECK the box labeled "Do not allow attachments to be saved or opened that could potentially be a virus."
  6. Click the OK button.
Symptoms: I am having trouble playing online games on my computer like pogo.com and yahoo games.

Resolution: You probably need a updated version of Java, which you can download and install via the link below:

http://java.sun.com/getjava/index.html