SUMMARY: when (changes), syntax, stacks, dialer properties, delete pwl's, connection.
1. When was the last time that they successfully connected? Have they added any new hardware or software to their system or done anything different with their system.
2. Verify that they are typing in their Username and Password correctly. Enter their Webmail account to verify their password. Make sure that they are typing @peoplepc.com as part of their username. Walk them through 1 letter at a time to make sure they are typing it correctly.
3. Could be their Network Stacks. If required see job aid on Network Stacks.
4. Check the properties of the dialer. Double left click the My Computer icon and then double click on dial-up networking. Make sure that they only have a dialer for peoplepc. Right click the dialer and left click properties. Under Server Types tab they should NOT have a check on Log on to Network.
5. Left Click Start go to find and left click files or folders. Have them do a search for *.pwl. Make sure they are searching the c:\> drive. Delete all pwl files that are found. REBOOT.
6. Is the phone line hooked directly from the wall to the computer? They should not have any splitters, fax machines, etc If they have a caller ID box tell them to try disconnecting the ID box and trying to connect.
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