| i the Pc - |
| Have you (or anyone else) changed the connection settings? |
| Has a firewall recently been installed ? Consult your installer/supplier |
| Is the network card failed / disabled? Consult your installer/supplier |
| ii the telephone line - Can you make and receive calls? If not report line fault to GO |
| iv the router - Contact your hardware installer/supplier if it not connected correctly to your network. |
Additional information
Got a question or request ? Any requests to change passwords or email addresses must be documented in writing by fax or email to protect you against identity fraud. ADSL performs best on a Pentium 3 , or better, with a minimum of 256 Mb RAM. Also, a point worth knowing - the distance of your property from the nearest telephone exchange will directly influence the quality of your ADSL service. The closer you live then the better the connection.
Phone lines connected to burglar alarms are not entirely suitable. In cases where your sole telephone line is also a burglar alarm call-out line, your burglar alarm specialist will need to contact GO plc and obtain and install a centralised filter before we can provide your Internet service. top
iPass Trouble Shooting guide for iPass subscribers
Wired Broadband troubleshooting
Before travelling update the Connect software
After installing the iPass connect software it is always advisable to update your Connect software to include the newest connection details. First access the Internet and then launch the iPass program and then select Options. From the drop down menu select Update Phonebook. When update completed you will see " Phonebook was updated successfully". Then select OK, and exit the program.
Error message indicating Unable to connect to the specified site location.
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Make sure your Ethernet cable is securely plugged into both the computer (or dongle) as well as the wall jack in the hot spot location.
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Make sure that the Ethernet card is enabled.
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if you are trying to connect from a broadband enabled guest room you may need to “power cycle” the connection hub (also called a “brick”) to resolve connectivity issues. The following procedure takes approximately one minute:
a) Locate the hub, typically under the desk.
b) Disconnect the hub’s power plug from the A/C outlet on the wall.
c) Wait at least 60 seconds.
d) Plug the power back in.
Wireless Broadband troubleshooting more
If at an iPass Wi-Fi enabled venue, and unable to automatically detect a wireless network.
1. Make sure the Wi-Fi adapter is defined in iPass Connect and active. To verify the adapter, go to Settings> Connection Settings >Wireless and select the adapter from the device menu.
2. Make sure the Wi-Fi card is NDIS 5.1 compliant. To verify, please check with the Wi-Fi card manufacturer.
Dial-up troubleshooting
Dial history
To review recent unsuccessful dial attempts and potential troubleshooting solutions, click Help > Connection Log.
Difficulty connecting to the access number
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Try an alternative number within the region you are traveling.
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Make sure you dial the required prefixes and local dial code for the region. Many hotels require you to dial a number to get an outside line.
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If you are using a bookmark, look at the dial string. Make sure there are no extra digits.
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Verify that the phone is working by lifting the handset and listening for a dial tone.
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Make sure you configure the iPass Connect dial properties appropriately for each location.
No dial tone or modem sound
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Make sure there is a phone line that provides dial tone and the phone line is connected to the computer and the phone jack.
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Make sure the speaker volume is not turned off or disabled.
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Check the dial properties – try checking or un-checking the Location same as selected number box and attempt to connect again.
Password authentication is slow (e.g., more than 60 seconds)
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Do not click Cancel. In some areas, it may take up to 120 seconds or more to connect.
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Under Options > Settings , make sure that the Redial if not connected in 60 seconds option is set to 120 seconds.