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Southern Maryland Internet, Inc.
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 Troubleshooting Common Connection Problems

 The  most common connection problems our customers have are listed  below.  If you're connection  problem is not listed below, please  feel free to contact us   for further support. Invalid Password:


  •  The most common error  that leads to password problems is when a user forgets that   passwords are case sensitive.  Passwords must be entered exactly as they appear on your Chesapeake.Net information sheet.  If your password appears in lower case on  the sheet, then  it must be entered in lower case into your  dialer.  Note that you should enter the PPP login and PPP login password to connect to Chesapeake.Net - all other usernames and passwords are  for email purposes only.

  •  Another problem that  could lead to a "Invalid Password" type of error is if  your account has  been disabled for billing reasons.  If you  suspect this to be the case, please contact  us directly  to resolve the issue.

  •   If you are positive that you are entering your PPP login password  correctly and are still having  problems, or have forgotten your password,  please contact Chesapeake.Net tech support.

 Cannot Locate Site  (DNS errors):


  •  If you can successfully dial into Chesapeake.Net ,  but your browser refuses to load any other  web pages, you may have a  DNS misconfiguration.  If you type in the address of a web site  and  then press enter, only to have the browser say "finding  site" or "looking up host" for a long period  of time,  and return an error, then you need to make sure your DNS settings  are correct.

    If you are using Windows 95 or 98, go into dial-up networking and  right click on the connection  to Chesapeake.Net ,  and choose " properties ."   Go to the " server types "  tab or button, and  then click " TCP/IP  settings ."  You should have it set to " Server  Assigned IP Addres s," and  " Server Assigned Name Server Addresses ."

    If you are positive that your DNS settings are  correct, and yet still cannot go anywhere on the  internet, your  TCP/IP software may be corrupt and need reinstalling.  Contact  technical support  to make sure that this is the case, and we will  guide you through reinstalling this software.

 Unable to negotiate a  valid protocol upon dial-up:


  •  If you can  successfully dial into Chesapeake.Net ,  but receive and error that your "Couldn't  Establish a valid  Dial-Up Networking Protocol", then your dial-up server  information may be  misconfigured.

     If you are using Windows 95 or 98, go into  dial-up networking and right click on the connection  to Chesapeake.Net ,  and choose " properties ."   Go to the " server types "  tab or button, and  make sure that the only " allowed  network protocol " checked is TCP/IP .
  • If you still cannot connect, then further  diagnosis of the problem may be required.  Contact   technical support for further troubleshooting.

 Frequent Disconnects:


  •  The most common  reasons for frequent disconnects is either a modem misconfiguration  or line  noise on the phone line you are using to dial.

    Line noise can occur anywhere between the modem and our servers  here, but most often it  occurs in faulty building wiring or in  faulty local telephone junction boxes often found in small  rural  neighborhoods.  A quick test for line noise is simply to place  a call on the line that you are  using, listening for tell-tale  static or clicking during the call.  

      The  3Com line testing page allows you to dial up 3Com's servers  directly to test your phone line  clarity, and can aid you in diagnosing  line noise problems.

    Most modem misconfigurations can be quickly diagnosed by the Chesapeake.Net technical  support staff.  If you are relatively sure that line  noise is not your problem, then contact technical  support to attempt  to diagnose a modem misconfiguration.  Have the name and model  of the  modem you own handy before you call.

 Can't get 56K connections using  a 56K modem:

 My connection worked yesterday,  but now it doesn't!


  •  If your dial-up connection was  working fine yesterday, but suddenly stopped working, one of  several  issues may be to blame.
  • Did you recently change any  settings, or install new software?  Did your kids, without you  being  aware of it?  More often than not, something has been  changed on your computer.  Call   technical support to see if you can resolve the problem if you  cannot figure out what has been  changed.
  • Did you pay your bill?   Did your account expire?  Contact  us to see if your account was  suspended due to a billing issue.
  • Was there a recent  thunderstorm?  Lightning strikes rarely harm surge protected  electronic  equipment, however modem lines are usually not surge  protected.  Your modem could have  taken a hit during a recent  thunderstorm and short circuited, especially if the modem does not   seem to be working at all.  You would be surprised how often  this happens to some of our  customers.  Again, if you're not  sure, contact technical  support .

 Modem doesn't dial correctly  (keep hearing the operator):


  •  Most likely, your connection  properties are set incorrectly to dial us properly.  Check in  the  Control Panel, under " Telephony "  to make sure that your settings there are correct.  Pay special   attention to the " Area  Code Rules"   section - 9 times out of 10, the box labeled " Always  Dial the  Area Code - 10 Digit Dialing"   is unchecked.

    Also, make sure that you are not dialing a prefix to get an outside  line.  Unless you're in an  office building, most customers  never need to dial anything besides the area code and the  number.
  • Listen to the modem as it dials  - is it dialing 10 numbers?  More, or less?  If you cannot   determine why it's not dialing properly, contact  technical support .

 Cannot detect modem, or  "modem not responding" errors:


  •  Can't configure your modem  properly, or think it may be broken?  You may want to have a   trained hardware specialist look at your machine, as it may require  serious technical  configuration work done on it to get it to  properly work.  Chesapeake.Net highly recommends Performance  PC's for all hardware problem diagnostics - they'll have you  back on the internet in  no time.

 General Protection Fault  errors, or software keeps crashing:


  •  If your computer keeps  "locking up" or your software keeps crashing on you, you  may have  seriously software problems that require a specialist to  look at your computer.  Corrupt files,  hardware going bad, and  operating system corruptions can all lead to this type of error -  and all  require trained service to diagnose.  Chesapeake.Net highly recommends Performance  PC's for  all serious software and operating system diagnostics -  they'll have you back up and running in  no time.

 Please contact us at support@chesapeake.net if you require  further information or assistance with  yourChesapeake.Net e-mail service, or call our Technical Support staff at 1-877-259.8436.

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