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Troubleshooting Internet Service Provider Logon Problems
Article ID: 161986 - View products that this article applies to.
This article was previously published under Q161986
For a Microsoft Windows XP version of this article, see 314455
This article describes how to troubleshoot Internet service provider (ISP) logon problems. This article discusses only logon problems, not modem or dialing problems. For information about modem or dialing problems, see the following articles in the Microsoft Knowledge Base:
TITLE : Troubleshooting Modem Problems Under Windows NT 4.0
TITLE : Troubleshooting RAS Client Issues in Windows NT 4.0
When you attempt to connect to your ISP, you may receive one of the following error messages:
Error 629: The port was disconnected by the remote machine.
You may experience problems connecting to your ISP for any of the following reasons:
Error 640: A NetBIOS error has occurred.
Verify Your Username and PasswordMake sure that Caps Lock is not accidentally on, and then verify that you are typing your username and password exactly as provided by your ISP. If you are not sure what your username and password are, contact your ISP for assistance.
Accept Any Authentication Including Clear TextConfigure your dial-up connection to your ISP to accept any authentication, including clear text. To do so, follow these steps:
Lower the Connection SpeedIf phone line noise or other interference is a problem, lowering your connection speed may allow you to connect to your ISP. To lower your connection speed, follow these steps:
Disable Hardware Flow ControlDisable Hardware Flow Control in your dial-up connection to your ISP. To do so, follow these steps:
Disable Modem Error ControlDisable Modem Error Control in your dial-up connection to your ISP. To do so, follow these steps:
Disable Modem CompressionDisable Modem Compression in your dial-up connection to your ISP. To do so, follow these steps:
Disable Software CompressionDisable Software Compression in your dial-up connection to your ISP. To do so, follow these steps:
Disable LCP ExtensionsYou may have trouble connecting to your ISP if your ISP's Point-to-Point protocol (PPP) server does not support Link Control Protocol (LCP) extensions. LCP extensions include a Callback option, Time Remaining, and Identification packets as defined in RFC 1570. Contact your ISP to determine whether you should disable LCP extensions.
To disable LCP extension, follow these steps:
Disable IP Header CompressionYou may have problems logging on to your ISP if you are using IP header compression (also known as Van Jacobson or VJ header compression). To disable IP header compression, follow these steps:
Connect Using a Terminal WindowSome PPP and SLIP accounts require you to log on using a terminal window, and then type "PPP" or "slip" (without quotation marks) at a terminal prompt to start the session. When you log on, you may also need to prefix your user name with characters such as "P" or "S" or "PPP:" (without quotation marks). Contact your ISP to determine if you must type "ppp" or "slip" at a terminal prompt or if your user name requires a special prefix.
If your ISP requires additional information other than your user name and password, you may need to use a terminal window. To open a terminal window after you connect, follow these steps:
No Prompt for Username and PasswordIf you do not receive a prompt for your user name or password when you attempt to connect to your ISP, follow these steps:
Disable Your Login ScriptIf you run a login script to connect to your ISP, disable it and try to connect with a pop-up terminal window. If you are able to connect, there may be a problem with your login script file. You may need to contact your ISP for assistance in creating a script file to use with Dial-Up Networking. Windows NT includes several basic script files including:
If you have a SLIP account, you must use a terminal window or a script file to connect to your ISP. When you are using a SLIP account, most ISPs display your IP address for the session in the terminal window. Most ISPs inform you of your IP address with a message similar to "Your IP address is <###.###.###.###>" or "SLIP session from <###.###.###.###> to <###.###.###.###>." In this case, the second number is usually your IP address. You should enter this in the IP Address box. If the address is the same every time you connect, you can change it in the phone book entry in TCP/IP settings on the Server tab.
Verify the Phone NumberVerify that you are using the correct phone number to connect to your ISP. If you use MSN, The Microsoft Network, as your ISP, verify that you are dialing in to an MSN phone number that supports calls for the service type "Internet and the Microsoft Network."
Mutual AuthenticationYou may have problems logging in to your ISP if your ISP's PPP server is using mutual authentication. Dial-Up Networking does not support mutual authentication. Contact your ISP to determine whether your ISP's PPP server uses mutual authentication.
PPP LoggingEnabling the PPP logging file (Ppp.log) may help you troubleshoot other problems related to connecting to your ISP's PPP server. For information about how to enable the Ppp.log file, see the following article in the Microsoft Knowledge Base:
ARTICLE-ID: 115929NOTE: If you are using routing and the Remote Access Service Update, the above Microsoft Knowledge Base article does not apply. For information about enabling logging in this situation, see the following article in the Microsoft Knowledge Base:
TITLE : Enabling PPP Logging in Windows NT
TITLE : How to Enable Logging with Routing and Remote Access
Article ID: 161986 - Last Review: February 20, 2007 - Revision: 2.1