PROBLEMS & SOLUTIONS

Support Through The Library The ParishWide Information Network is a project of the Beauregard Parish Library, a non-profit public library with limited funding resources. Much of the support for the network comes from grant funds and gifts which cannot be spent for salaries. Project staff are attempting to provide direct support for linking to the Internet and using basic Internet services such as E-Mail and WWW browsing. Resoruces for direct support are very limited. If you have an unusual problem or if you are in need of basic computer instructions, you are encouraged to attend meetings of the Internet User's Group, take part in the training classes regularly scheduled at the library, and look for answers thorough other sources such as books, magazines, web pages, etc., whenever possible.

Frequently seen problems from the Windows 95 and 98 operating systems:

Cannot Install
- Make sure you have not selected automatic installation. The automatic installation choice cannot be used unless you are dialing the number for one of Microsoft's Internet Service Providers.
Install went ok but computer does not seem to be dialing the phone.
- Check to see if you are getting a dial tone through to the computer.
  - To do this, remove the phone wire connecting the computer modem to the wall jack from the computer.
  - Plug it into a telephone to see if you can hear a dial tone.
  - If you canot hear a dial tone, there is a problem with the jack or phone line feeding the computer.
  - Try connecting to a working wall jack.
- If you are getting a dial tone on the phone, there may be a problem with the modem or Win95 may not know where the modem is or how to communicate with it. These things will need to be solved in Win95 before you will be able to make an Internet connection with the Library. While the Library cannot provide support for Win95, modems, etc, we will do our best to point you to the correct source for assistance. You may be referred to a book or asked to bring the problem to an Internet User's Group Meeting for a consultation.
Install went ok but system refuses password.
- Make sure you are typing the user name in lower case with no spaces.
- Make sure you are typing the password exactly as it is shown on the label you got from the library.
- Check in the Network folder to be sure there is nothing except Dial Up Networking and TCP/IP installed. If you are not connected to a Local Area Network (in an office), you can delete everything else in that folder.
A "No DNS" message comes up after you connect. Check in the TCP/IP settings folder to be sure you have the setup shown in step 6. If not, change your setup and try again.
Dials, connects, sits there, hangs up is a sequence that can indicate that one of Microsoft's defaults has kicked in. Try this.
- Go to Control Panel
- Networking
- TCP/IP
- Properties
- Check the box that disables WINS resolution
- Save (or whatever) and try again

Other problems which have been reported:

The "you must dial a 1" message comes on but you know you have entered the number correctly. Check for a problem with prefix portion of the dialing command. For example, you may be set up to dial a number to disable call waiting but you do not have call waiting. If you do have call waiting, verify the number you are using with your phone service. There may be different numbers for rotary, tone and pulse dialing.

Modem will not connect to this system. Modem error message indicates that the string at&c1&k3 is in ERROR. Move to the \net\trumpet directory and edit the file named login.cmd as follows:

Find the string that reads modemsetup = "&c1&k3"
Try removing only the &k3 portion of the string and make a test call
If the test call does not work, remove the $c1 portion leaving a string of "" and try again.

For more information about this process (what you are removing and how it might change your call, consult the documentation for your modem.

Modem will not connect to this system.

If you have a Rockwell RPI-class modem you may need to add a software driver for Windows or Win95 before you are able to log on. Click on this link to Rockwell for more information or to download the necessary software. To find out if you have this type modem, load your modem software (Hyperterminal, telex or whatever) and type ATI3. If the return string includes the initials RPI, you have this type modem.

Problem Installing or Connecting With Windows 3.x or Windows for Workgroups If you have more than one copy of the file winsock.dll ANYWHERE on your computer, you will not be able to connect. You must find the second copy of winsock.dll and rename it to something like winsock.oem.

Using File Manager
- Select File Manager
- Select File & Search
- To search C drive begin the search at C:\
- Search for winsock.dll
- Be sure to search all drives on your machine
Using Dos Prompt
- type: cd c:\
- type: dir /s winsock.dll
- if you have additional drives, repeat to search each drive

Garbage on the screen after login This comes from using a standard modem communications program with a tcp/ip login name -or- vice versa.

If you are using a standard modem communication program such as hyperterm or smartcom, you should be loging into a shell account using "public", "icomm" or a user account which is set up for a non-ppp connection.
If you are using tcp/ip (Trumpet Winsock or the Windowes95 Internet Explorer), you should be coming into an account which has been setup for tcp/ip.
If you mix these up, you will get garbage on the screen. For example, if you use Trumpet & Netscape and then try to log on using public you will get garbage.

Mail Problems: Netscape is probably the best choice for most people's mail. Netscape mail support is at www.netscape.com. Eudora Lite is free, easy to install, and has good support. You can get it for Windows95 or Windows 3.x. Go to www.eudora.com If using Microsoft Mail Program go to www.microsoft.com for on line assistance.

Modem Initialization String is Incorrect: On some systems, you will need to change the modem initialization string. You can find the string you should be using with the documentation for your modem. You can also see the string if you go to the terminal program screen and look. Simply find the string, you should be using, drop off the leading 'AT' & fill it in where the incorrect string was stored.

Password or login name is not correct: Try using all lower case letters in your user name and in your password.

public login does not work The public login is designed for a standard modem connection - not for a ppp connection. If you are using Netscape, Trumpet, Internet Explorer or any other tcp/ip based program you will get junk if you log in as public or icomm. You will need to apply for a user name and password for a ppp account.

Type Mismatch The Browser which ships with Windows95 may be an older version even if it claims to be Version 4. It cannot process the code on the Microsoft Homepage or on any other page which uses the advanced features of the MS Browser. Upgrade the Browser -or- use a different browser. You should be able to view http://www.beau.lib.la.us just fine.

When will my account be active? Usually within a few hours. This is a low budget operation and it may take longer if we are really busy. If your account still won't work after a few days, be sure to fill out the pink problem page so we can check on it and get back to you.

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