Can't connect?

Password screen keeps popping up or you get a message saying "Invalid login"

• Username should be all lowercase
• Don't have "@fiber.net" in username
• Don't have caps lock on
• Password is case sensitive
• Is account active? Check with our front office (801) 223-9939

Wait timeout, waiting for user (You will get this message only if you are using a Mac or Skyway)

• Skyway - Check username and password under button bar settings
• Mac - Check connect script in your PPP (or equivalent)

Wait timeout, waiting for connect (Only if using a Mac or Skyway)

• Skyway - Reboot
• Mac - Check settings

No dial tone

• Check to make sure the phone line is plugged in correctly everywhere. The line should go from the wall to your machine. If your modem has a jack for phone and line, put the line in the one that says "line" and you can plug your phone into the one that says "phone" so that both your modem and phone can use the line.
• Make sure no one else is using the phone line, (if you only have one line no one else can be on the phone)
• Try plugging a phone into the jack in the wall where your modem is, if you get a dial tone you know there is a problem with the way the computer is connected. If you don't get a dial tone call US West or your phone company.

Not receiving a response from the modem

• Check to see if another program using it (ie. a fax program). If you are in Win95, check under "Start" then "Programs" then "Startup". This will tell you if there is a fax program that opens when you start up the computer. If there is a fax program in there then click on it and close it.

Not receiving a response from the modem

• If you are in Win95, check to make sure that you can "talk" to the modem through the modem control panel,. Go to "My Computer", then "Modems", you should see your modem listed in the box. If you don't then it will walk you through installing it. If you do, highlight it and click on "More Info", then "Diagnostics" and it will give you information if about your modem if it can talk to it. If it can't, get in touch with wherever you got the computer from, or try removing and re-adding the modem.
• Check to make sure that Dial-up Networking is set to use your modem. (Only in Win95.) Go to "My Computer" then "Dial-up Networking" and right-click on your "Fibernet" icon and go to "Properties". There it will show what modem it is using. It should be on a pull-down menu, so, if that is not the right modem select the right one from the menu.

Dial-up Networking could not establish protocol… or

Disconnected from computer you are dialing (only Win95)

• Check to make sure they have TCP/IP installed in Network Control Panel
• Make sure there is only one TCP/IP
• Reboot the machine
• Check out this URL: http://www.teleport.com/support/win95/online/themesg.phtml

Keep in mind this is only a guide to the most common problems, if you don't find the solution to your problem here please call our tech support.

No DNS address

• Just one site you go to
• Something must be wrong with the server at that site you are trying to access.
• Every site you go to
• Check your Dialer settings to make sure that the DNS addresses are specified correctly.

Times out, says it can't reach the server

• Just one site
• Something wrong with the server at the site you are trying to access.
• Every site
• Check the connection using an email program or try disconnecting and reconnecting.

Program freezes and/or Illegal Operation error

• This is a problem with the software (MS Internet Explorer or Netscape), and/or your platform (Win95, Mac, etc.) if it happens often download a new version of the browser.

Socket error

• This is a problem between the program (MS Internet Explorer or Netscape) and the connection on the computer
• Restart the program
• Reboot the computer
• Download a new version of the browser

Keep in mind this is only a guide to the most common problems, if you don't find the solution to your problem here please call our tech support.

Problems with Sending E-mail?

NOTE: There are many different E-mail programs but they all have a similar place where you put in your settings (SMTP, POP3, username, password, etc). Unfortunately, there are so many different E-mail programs it would be impossible to list all the settings locations here. If you don't know where your settings are browse through your menu and find one of these headings: Options, Preferences, Profiles, Settings, Servers, or something like that.

Fibernet Stops Spam Error

• Make sure you are connected through Fibernet
• If you are not connected to Fibernet, set SMTP to connecting provider

Couldn't connect to host

• Make sure SMTP is set to mail.fiber.net
• Make sure you are connected (dialed-in)
• Check connection w/browser or disconnect and reconnect

Messages get sent back (bounced)

• Check accuracy of address in "To:" field.
• Verify the address with the person you are sending mail to.
• If you can't find a problem with it, forward the bounced message to support@fiber.net, we can usually help figure it out.

Keep in mind this is only a guide to the most common problems, if you don't find the solution to your problem here please call our tech support.

NOTE: There are many different E-mail programs but they all have a similar place where you put in your settings (SMTP, POP3, username, password, etc). Unfortunately, there are so many different E-mail programs it would be impossible to list all the settings locations here. If you don't know where your settings are browse through your menu and find one of these headings: Options, Preferences, Profiles, Settings, Servers, or something like that.

Password incorrect

• Check to make sure caps lock is not on
• Check username in settings
• Check POP server (or POP account) in settings

Can't connect to the server

• Check POP server (or POP account) settings
• Check connection w/browser or disconnect and reconnect

Says "you have no new mail" and you know you do

• Check username and POP server (or POP account)
• Send yourself a message, if you don't get it call us

Starts downloading but then gets stuck or times out

• Someone has probably sent you a message that is too large to download over your modem connection
• Look through your settings and see if there is something that you can check to Skip messages over a certain size. Downloading will still be a little bit slow but you should be able to get any messages that came after the large one. Once you have the rest of your mail you can call us and have us delete the big one.

Keep in mind this is only a guide to the most common problems, if you don't find the solution to your problem here please call our tech support.

Lots of things can cause a disconnection. The first thing to check is if you are you passing information over the modem connection or is the connection idle?

Idle

• Idle timeout (This is the only reason Fibernet will intentionally disconnect you). If you do not pass any information over the connection for 15 minutes the dialin server will drop your connection. If your are reading email or on a single webpage you are not passing any information.

Passing information

• If you have call waiting on the line your connection is on make sure it is disabled, use *70, in front of the phone number you dial to connect. This will disable it for the length of the call with US West lines
• Someone picking up the line elsewhere in the house, the clicking noise can sometimes cut you off.

• Baud rate (Maximum Speed) is set too high or too low in your modem properties:

• Line noise. Check jacks w/a regular phone or call US West to check lines

• Init strings - commands that help your modem communicate in order to have a better connection. In Win95 Dial-up Networking you would put this in the modem properties. Go to "My Computer" then "Dial-up Networking", right click on the "Fibernet" icon and go to "Properties". Click on the "Configure" button and then go to the "Connection" tab, click on the "Advanced" button and there should be a box that is called "Extra Settings". This is where the init string goes. Here are some generic ones to try:
• AT&F
• AT&F1
• AT&F1&C1
• AT&F1&C1&K3

Craig's Modem Site

• If your modem is 56K - Make sure the firmware is above 1.0 (If you don't know what this is go to the webpage for the brand of modem that you have.)
• If none of these things make any difference there is a good chance there is a modem problem, the best thing to do is to get in touch with your modem support

Keep in mind this is only a guide to the most common problems, if you don't find the solution to your problem here please call our tech support.