Summary: connection, dialer properties and phone number, remove *70, Verify # works, scanreg restore, stacks, vendor. |
1. Check the connection. Are they hooked directly from the computer to the wall? (No fax machines, splitters, caller ID boxes) If so try without. Some of the systems have a plug in back for Line in and one for Phone out... make sure they are not plugged in reverse.
2. Make sure they are dialing the correct phone number. Do they have ten digit dialing? Verify the way the number is entered... The only time you should put in an area code in the area code box is when they have to call long distance... even if they have 10 digit dialing have them put all of the digits under the telephone number box. Make sure the use area code and dialing properties box is unchecked (unless they are calling long distance). Under the server types tab the only 2 items that should be checked are enable software compression and TCP/IP.
3. If they have call waiting as part of their number (*70) have them remove it. They might not have the disable option of might have a different number. They can call their phone company to find out.
4. If they have an extra phone line have them verify the ISP number and how it is being dialed from their location from this number. For example: if they are using 10 digit dialing and receiving a No Answer error message have them use the phone to dial the 10 digits and see if there is an answer.
5. If they do not have a second phone line test their local access number from our lab.
6. Try scanreg or System Restore if the problem has happened recently
7. Check the Stacks (see job aid).
8. Modem may be pooched. If all has been tried forward to vendor.
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