Troubleshooting
-
From time to time, you are bound to run into some "potholes"
on the information highway. The following are some common problems that you
might encounter when using the Internet... along with some possible solutions:
-
Solutions:
- Make sure your modem is switched on and connected to a live phone line. If
necessary, refer to your modem's user manual.
- Make sure your connection software is configured properly. If necessary,
refer to the original setup instructions, or call your provider's customer
service number.
- You might be having trouble with your phone line. Before attempting a
connection, make sure that all phones on the line are hung up, and check for a
dial tone. If you encounter a problem with your line that you cannot resolve on
your own, contact your phone company by dialing 611, a service available in
most areas in the U.S. (on someone else's phone, of course).
- You may experience problems if your modem is "connected" to your
phone line by way of a radio-based phone extension. While adequate for voice
communications, these extenders usually do not provide a connection that is
clean enough (noise-free) for digital transmissions.
- The problem might not be on your end, but might lie with the service
provider. Often, if too many users are logged on to a provider's system, the
provider will not permit additional connections. Also, the provider might be
performing system maintenance (though most providers try to do such work during
"off" hours to minimize disruption). If you believe this to be the
case, try connecting again until you establish a connection, or try another
"point of presence" phone number for your provider.
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Solutions:
- During particularly busy times, your Internet access provider—along
with other servers and gateways on the Net—might slow down substantially.
Some providers report that the hours 12 noon - 3 PM and 9 - 11 PM Eastern time
are "prime time" because many users from all the North American time
zones are online for fun as well as business. If you experience consistently
slow performance within a specific time frame, try logging on at a different
time (the early morning hours are typically the least busy).
- If your modem speed is slower than 14.4 kbps
, accessing the more elaborate graphics and other
resources on the Web will be difficult, if not impossible. To enhance the speed
at which your computer accesses information on the Net, replace your modem with
a model that transmits data at 28.8 kbps or faster.
- Some Internet access providers require that you dial into a special number
in order to take advantage of higher speeds (namely 28.8 kbps). Double-check
your connection settings to make sure you are dialing in to the number that
will offer you the best performance.
- Most Web browsers allow you to turn off the automatic downloading of
graphics when accessing a Web site, thereby speeding access time. Although Web
sites will not look as attractive when you choose this option, you will access
the text and hotlinks (the "guts" of most sites!) much more quickly.
And, you can always load the picture later on by clicking on your browser's
RELOAD or REFRESH button, or by clicking on the blank placeholder of the page
graphic (usually designated by a "?" or other icon).
- Sites that rely on plug-in or helper applications
, or that contain special features such as Java
applets
, usually take longer to load than less complex
sites.
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Solutions:
- If you have Call Waiting on the phone line that you're using to access the
Net, incoming calls will interrupt your Net connection. Depending on how your
connection software responds to such disruption, you might have to reboot your
computer as a result. If incoming calls pose a problem for you:
- Temporarily disable Call Waiting on your phone line by dialing *70 (some
connection software can do this for you automatically). On an office line, dial
"9" first. Call Waiting will automatically be restored when you
disconnect. Exact procedures may differ by region and phone company; contact
your phone company for details.
- Switch to a phone line that does not have Call Waiting.
- Permanently cancel the Call Waiting service on your phone line.
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Solutions:
- Web sites are not permanent, and may change URL addresses or even close
without notice. In such cases, hotlinks to affected sites are not always
updated or deleted right away. If you receive an error message when attempting
to access a particular site, try searching for a more up-to-date URL via a Web
index.
- Some access providers maintain their own archives (caches
) of Web sites in order to speed up access.
Sometimes, this archiving process will inadvertently disable certain Web
functions, making some pages difficult or impossible to access properly. Also,
this archiving process can prevent you from loading the most current version of
a page (a dilemma most noticeable when accessing news sites or other resources
that change frequently).
- Your access provider may maintain firewalls
that prevent you from accessing certain Internet
resources for security reasons. Contact your service provider if you believe
this to be the case.
- A Webmaster
may establish bozo filters
that block certain users from accessing Web pages.
Some bozo filters are temporary, so wait a few days to see if it is removed.
Otherwise, try contacting the Webmaster to see if there are other ways of
accessing the site.
- Some Web sites require registration before you can access them. Follow the
registration procedure (which may require you to pay a fee before full access
is granted).
- Your access software may contain a monitoring application that blocks
access to Internet resources considered inappropriate for children. Disable
this application if necessary; if you need help, ask your service provider.
- If the server containing the site is overloaded or "down," you
will not be able to access the site. Try again later.
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Solutions:
- The site may contain a Java applet
, ActiveX control
, JavaScript
, or some other advanced feature that your browser
cannot process. Make sure that:
- your browser is capable of using such features, and that
- these capabilities are activated (see your browser's
"Preferences" or "Options" menu).
- Download a newer version of your browser if necessary. Look under
"Help" in your browser's menu bar to determine its version. For
Netscape Navigator and Internet Explorer, download Version 3 or higher if you
have not already done so.
- Your browser might require a plug-in (auxiliary file)
to use a feature contained in the site. Most sites
will provide a link for downloading the necessary plug-in; Microsoft Internet
Explorer will attempt to download whatever plug-ins it needs automatically.
- If you are on a slow connection (slower than 28.8 kbps), have a slow CPU
, or if you are online at a particularly busy time,
your system may have trouble downloading or processing the feature. Try again
at a different time, or just be patient. If your computer has consistent
problems processing Java
or ActiveX,
disable those capabilities.
- Some "virtual memory" applications, which allow a computer to
operate as though it has more RAM than it actually does, can interfere with
browsers. If you use virtual memory software and experience frequent problems
with your browser, remove the virtual memory software. If your computer needs
more memory, upgrade it with actual RAM.
- The site contains non-standard HTML or unusual scripting that is specific
to a particular browser. Look for special instructions on the site concerning
preferred browsers and plug-ins that enable other browsers to use the features.
Many sites offer alternative (usually text-only) pages for users without
certain capabilities.
- The site contains code that is erroneous or corrupt. If you believe this to
be the case, notify the Webmaster.
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Go to...
INTRODUCTION
What is the Internet? ||
What is the Web? || How to
Connect
Surfing for the First Time || Troubleshooting || Other
Features
Links || Glossary ||
The 'Net Around the World
INTERNET QUIZ
This site developed and maintained by
SLACK Incorporated
Questions or comments? E-mail the
Webmaster
Please be aware that medical advice, diagnoses and physician references cannot be obtained from this site.
