Windows 95 and 98 (PPPoE)
On the computer desktop, have the Member right-click on the Network Neighborhood icon and then choose Properties.
Screenshot: Network Neighborhood Properties
This will bring up the Network dialog box. Make sure the Member is on the Configuration tab.
Screenshot: Configuration Tab
Verify that under Primary Network Logon the Member has Client for Microsoft Networks selected.
Screenshot: Primary Network Logon
Have the Member select TCP/IP -> Network TeleSystems PPPoE Adapter [NTSPPP3] and click the Properties button.
Screenshot: TCP/IP Properties
Note: In newer versions of Enternet 300, the adapter will be listed as Network TeleSystems PPPoE Adapter [NTSP3].
This will bring up the TCP/IP Properties dialog box. Verify that the Member is on the DNS Configuration tab.
Screenshot: DNS Configuration Tab
Have the Member select Enable DNS.
In the Host box, the Member can enter any text they want up to 15 characters long.
In the Domain box, have the Member enter their domain (e.g., sbcglobal.net, pacbell.net, swbell.net).
Screenshot: Enable DNS
Help ensure that the Member enters the correct IP addresses for the DNS Server Search Order. See DNS, Email and News Settings for the correct settings to use.
Give the Secondary DNS IP address to the Member and have them enter it in the DNS Server Search Order box with the three dots in it. Have the Member repeat this address back to you, including the dots (e.g., 68 dot 94 dot 156 dot 1). If the Member repeats the correct IP address, have them click on Add.
Give the Primary DNS IP address to the Member and have them enter it in the DNS Server Search Order box with the three dots in it. Have the Member repeat this address back to you, including the dots (e.g., 68 dot 94 dot 157 dot 1). If the Member repeats the correct IP address, have them click on Add.
Screenshot: Enter DNS Addresses
After verifying the Member entered the correct IP addresses, have them click on the OK button.
Screenshot: Click OK
The Network dialog box will reappear. Click OK again.
Screenshot: Network Dialog
This will bring up the System Settings Change dialog box asking the Member: Do you want to restart your computer now?
Have the Member click the Yes Button.
Screenshot: Restart
After the computer restarts verify that the changes have been saved in the TCP/IP -> Kingston EtheRx PCI 10/100 Fast Ethernet Adapter as well, or any other NIC.
On the computer desktop, have the Member right-click on the Network Neighborhood icon and then choose Properties.
Screenshot: Network Neighborhood Properties
This will bring up the Network dialog box. Make sure the Member is on the Configuration tab.
Screenshot: Configuration Tab
Have the Member select TCP/IP -> Kingston EtheRx PCI 10/100 Fast Ethernet Adapter, or other NIC listed, and click the Properties button.
Screenshot: TCP/IP Properties
This will bring up the TCP/IP Properties dialog box. Verify that the Member is on the DNS Configuration tab.
If the information is missing as in Screenshot: Disable DNS, repeat steps 6 - 10.
If the information is copied over as in Screenshot: Enable DNS, continue with the following step.
Is the Member able to browse and access sites?
Yes: Fully document the case in CRM and close the case.
No: Verify the DNS Settings.
Are the DNS Settings correct?
Yes: Continue troubleshooting according to existing procedures.
No: Repeat steps 1 through 15.
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Windows Me
On the computer desktop, have the Member right-click on the My Network Places icon and then choose Properties.
Screenshot: My Network Places Properties
This will bring up the Network dialog box. Make sure the Member is on the Configuration tab.
Verify that under Primary Network Logon the Member has Client for Microsoft Networks selected.
Have the Member select TCP/IP -> Network TeleSystems PPPoE Adapter [NTSPPP3] and click the Properties button.
Screenshot: TCP/IP Properties
Note: In newer versions of Enternet 300, the adapter will be listed as Network TeleSystems PPPoE Adapter [NTSP3].
This will bring up the TCP/IP Properties dialog box. Verify that the Member is on the DNS Configuration tab.
Screenshot: DNS Configuration Tab
Have the Member select Enable DNS.
In the Host box, the Member can enter any text they want up to 15 characters long.
In the Domain box, have the Member enter their domain (e.g., sbcglobal.net, pacbell.net, swbell.net).
Screenshot: Enable DNS
Help ensure that the Member enters the correct IP addresses for the DNS Server Search Order. See DNS, Email and News Settings for the correct settings to use.
Give the Secondary DNS IP address to the Member and have them enter it in the DNS Server Search Order box with the three dots in it. Have the Member repeat this address back to you, including the dots (e.g., 68 dot 94 dot 156 dot 1). If the Member repeats the correct IP address, have them click on Add.
Give the Primary DNS IP address to the Member and have them enter it in the DNS Server Search Order box with the three dots in it. Have the Member repeat this address back to you, including the dots (e.g., 68 dot 94 dot 157 dot 1). If the Member repeats the correct IP address, have them click on Add.
Screenshot: Enter DNS Addresses
After verifying the Member entered the correct IP addresses, have them click on the OK button.
Screenshot: Click OK
The Network dialog box will reappear. Click OK again.
Screenshot: Network Dialog
After the system updates the network configuration, the System Settings Change dialog box will appear asking the Member: Do you want to restart your computer now?.
Have the Member click the Yes Button.
Screenshot: Restart
After the computer restarts verify that the changes have been saved in the TCP/IP -> Kingston EtheRx KNE20ISA Ethernet Adapter as well, or any other NIC.
On the computer desktop, have the Member right-click on the My Network Places icon and then choose Properties.
Screenshot: My Network Places Properties
This will bring up the Network dialog box. Make sure the Member is on the Configuration tab.
In the Primary Network Logon box, verify the Member has Client for Microsoft Networks selected.
Have the Member select TCP/IP -> Kingston EtheRx KNE20ISA Ethernet Adapter, or any other NIC, and click the Properties button.
Screenshot: TCP/IP Properties
This will bring up the TCP/IP Properties dialog box. Verify that the Member is on the DNS Configuration tab.
If the information is missing as in Screenshot: Disable DNS, repeat steps 6 - 10.
If the information is copied over as in Screenshot: Enable DNS, continue with the following step.
Is the Member able to browse and access sites?
Yes: Fully document the case in CRM and close the case.
No: Verify the DNS Settings.
Are the DNS Settings correct?
Yes: Continue troubleshooting according to existing procedures.
No: Repeat steps 1 through 16.
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Windows XP
Have the Member go to Start >> Control Panel and then double-click Network Connections.
Right-click the current connection and select Properties.
Screenshot: Network Connections
This will bring up the Network dialog box. Make sure the Member is on the General tab.
Verify that Client for Microsoft Networks has a check mark in the box beside it.
Have the Member select Internet Protocol (TCP/IP) and click the Properties button.
Screenshot: LAN Properties
This will bring up the TCP/IP Properties dialog box. Verify that the Member is on the General tab.
Have the Member select Use the following DNS Server addresses.
Screenshot: Use the following DNS Server addresses
Help ensure that the Member enters the correct IP addresses for the DNS Server Search Order. See DNS, Email and News Settings for the correct settings to use.
Give the Secondary DNS IP address to the Member and have them enter it in the Alternate DNS Server box. Have the Member repeat this address back to you, including the dots (e.g., 68 dot 94 dot 156 dot 1).
Give the Primary DNS IP address to the Member and have them enter it in the Preferred DNS Server box. Have the Member repeat this address back to you, including the dots (e.g., 68 dot 94 dot 157 dot 1).
Screenshot: Enter DNS Addresses
After verifying the Member entered the correct IP addresses, have them click on the OK button.
The Connection Properties dialog box will reappear. Click Close.
Close the Network Connections window.
Verify that the changes have been saved by repeating Steps 1 - 9.
If the information is missing as in Screenshot: Disable DNS, repeat steps 6 - 10.
If the information is copied over as in Screenshot: Enable DNS, continue with the following step.
Is the Member able to browse and access sites?
Yes: Fully document the case in CRM and close the case.
No: Verify the DNS Settings.
Are the DNS Settings correct?
Yes: Continue troubleshooting according to existing procedures.
No: Repeat steps 1 through 12.
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Windows NT
Click Start >> Settings >> Control Panel.
Double-click the Network icon to open the Network Settings window.
Select the Protocols tab.
Select TCP\IP Protocol and click the Properties button.
Select the DNS tab.
Help ensure that the Member enters the correct IP addresses for the DNS Server Search Order. See DNS, Email and News Settings for the correct settings to use.
Screenshot: Enter DNS Addresses
Go to the desktop and click to open the DSL Enternet300 folder.
For Members without the desktop shortcut go to Start >> Programs >> Enternet300.
Right-click the Enternet300 profile and select Properties from the drop-down.
Screenshot: Enternet 300 Profiles
Confirm the Member is looking at the TCP tab.
In the middle of the properties page have the Member select Specify DNS/NBNS server addresses. Assist the Member in adding the correct DNS addresses. See DNS, Email and News Settings for the correct settings to use.
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Windows 2000
Click Start >> Settings >> Control Panel.
Double-click the Network and Dial-up Connections icon to open the Network Settings window.
Right-click the Local Area Connections icon and choose Properties.
From the list, select Internet Protocol (TCP/IP), then click the Properties button.
Screenshot: TCP/IP Properties
Help ensure that the Member enters the correct IP addresses for the DNS Server Search Order. See DNS, Email and News Settings for the correct settings to use.
From the desktop, open Enternet300 by double-clicking the Enternet300 icon. For Members without the desktop shortcut, go to Start >> Programs >> Enternet300.
Right-click the connectoid and select Properties from the drop-down menu.
Screenshot: Enternet 300 Profiles
In the middle of the properties page have the Member select Specify DNS/NBNS server addresses. Assist the Member in adding the correct DNS addresses. See DNS, Email and News Settings for the correct settings to use.
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Macintosh Procedures
A phone call is received from a Member stating I can't browse or I am not able to connect to certain sites.
Troubleshoot per existing procedures.
If you, through troubleshooting procedures, determine the problem to be the DNS setting in the Member's TCP/IP settings, follow the steps below to force the DNS connection.
If the Member's computer is on a Network (i.e., LAN, MAN,WAN Intranet), do not change any TCP/IP setting on the Member's computer.
If the Member has a Multi-Home system (using more than one NIC in their computer), do not change any TCP/IP settings on the Member's computer.
Mac OS 8, 8.5 and 9.X | Mac OS X 10.1 - 10.3
Mac: OS 8, 8.5 and 9.X
On the Desktop task bar, have the Member click on the Apple icon.
Screenshot
This will bring up the Apple menu. Click on the Control Panels.
Screenshot
This will bring up the Control Panels sub menu. Click on TCP/IP.
Screenshot
This will bring up the TCP/IP dialog box. In the Name server addr box, click on the DNS address 1.0.0.0 and hit Delete.
Screenshot
Help ensure that the Member enters the correct IP addresses for the DNS Server Search Order. See DNS, Email and News Settings for the correct settings to use.
Give the Primary DNS IP address to the Member and have them enter it in the Name server addr box. Have the Member repeat this address back to you, including the dots (e.g., 68 dot 94 dot 156 dot 1). If the Member repeats the correct IP address, have them press the Enter key. The cursor will move to the next line.
Give the Secondary DNS IP address to the Member and have them enter it in the Name server addr box. Have the Member repeat this address back to you, including the dots (e.g., 68 dot 94 dot 157 dot 1). If the Member repeats the correct IP address, have them press the Enter key.
In the Search domains box, have the Member enter their domain (e.g., sbcglobal.net, pacbell.net, swbell.net).
Screenshot
Have the Member click on the Close icon in the top left corner of the dialog box.
When the Member is prompted to save their changes, have them click on Save.
The TCP/IP window will close and the Member will be returned to the Desktop.
Is the Member able to browse and access sites?
Yes: Fully document the case in CRM and close the case.
No: Verify the DNS Settings.
Are the DNS Settings correct?
Yes: Continue troubleshooting according to existing procedures.
No: Repeat steps 1 through 9.
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Mac: OS X 10.1 - 10.3
On the Desktop task bar, have the Member click on the Apple icon.
Screenshot
This will bring up the Apple menu. Click on the System Preferences.
This will bring up the System Preferences sub menu. Below the menu bar are a row of icons, click on Network.
Mac OS X 10.1 | Mac OS X 10.3
This will bring up the Network settings. Select the TCP/IP tab from the choices. In the Domain Name Server box (10.1 & 10.2) or DNS Servers box (10.3), click on the DNS address in the window (if applicable) and press DELETE.
Mac OS X 10.1 | Mac OS X 10.3
Help ensure that the Member enters the correct IP addresses for the DNS Server Search Order. See DNS, Email and News Settings for the correct settings to use.
Give the Primary DNS IP address to the Member and have them enter it in the Domain Name Servers box. Have the Member repeat this address back to you, including the dots (e.g., 68 dot 94 dot 156 dot 1). If the Member repeats the correct IP address, have them press the ENTER key. The cursor will move to the next line.
Give the Secondary DNS IP address to the Member and have them enter it in the Domain Name Servers box. Have the Member repeat this address back to you, including the dots (e.g., 68 dot 94 dot 157 dot 1). If the Member repeats the correct IP address, have them press the ENTER key.
In the Search domains box, have the Member enter their domain (e.g., sbcglobal.net, pacbell.net, swbell.net).
Have the Member click on the Apply Now button at the bottom of the Network dialog box. Have the Member click on the red button in the top left corner of the dialog box. When the Member is prompted to save their changes, have them click on Save. The Network window will close and the Member will be returned to the Desktop. Is the Member able to browse and access sites?
Yes: Fully document the case in the system of record and close the case.
No: Verify the DNS Settings.
Are the DNS Settings correct?
Yes: Continue troubleshooting according to existing procedures.
No: Repeat steps 1 through 7.
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Definitions
Application layer
Data link layer
DNS
Domain
Ethernet
FDDI
Host
Hostname
Internet Protocol
Intranet
IP address
LAN
MAN
Multi-Home
Network
Network layer
NIC or Network Interface Card
Node
OSI seven-layer model
Physical layer
Presentation layer
Session layer
SMDS
TCP/IP
Transmission Control Protocol
Transport layer
WAN
Application layer
The top layer of the Open Systems Interconnection (OSI) seven-layer model. This layer handles issues like network transparency, resource allocation and problem partitioning. The application layer is concerned with the Member's view of the network (e.g., formatting electronic mail messages). The presentation layer provides the application layer with a familiar local representation of data independent of the format used on the network.
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Data link layer
Layer two, the second lowest layer in the OSI seven-layer model. The data link layer splits data into frames for sending on the physical layer and receives acknowledgment frames. It performs error checking and re-transmits frames not received correctly. It provides an error-free virtual channel to the network layer. The data link layer is split into an upper sublayer, Logical Link Control (LLC), and a lower sublayer, Media Access Control (MAC).
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DNS
Domain Name System. A general-purpose distributed, replicated, data query service chiefly used on Internet for translating hostnames into Internet addresses. Also, the style of hostname used on the Internet, though such a name is properly called a fully qualified domain name. DNS can be configured to use a sequence of name servers, based on the domains in the name being looked for, until a match is found.
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Domain
A group of computers whose hostnames share a common suffix, the domain name.
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Ethernet
Ethernet cables are classified as XbaseY (e.g., 10base5) where X is the data rate in Mega bits per second (Mbps), base means baseband (as opposed to radio frequency) and Y is the category of cabling. The original cable was 10base5 (full spec), others are 10base2 (thinnet) and 10baseT (twisted pair) which is now very common. 100baseT (Fast Ethernet) is also increasingly common.
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FDDI
Fiber Distributed Data Interface. A 100 Mbps ANSI standard local area network architecture, defined in X3T9.5. The underlying medium is optical fiber (though it can be copper cable, in which case it may be called CDDI) and the topology is a dual-attached, counter-rotating token ring.
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Host
A computer connected to a network.
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Hostname
The unique name by which a computer is known on a network, used to identify it in electronic mail, Usenet news, or other forms of electronic information interchange. On Internet, the hostname is an American Standard Code for Information Interchange (ASCII) string (e.g., foldoc.doc.ic.ac.uk which, consists of a local part (foldoc) and a domain name (doc.ic.ac.uk). The hostname is translated into an Internet address either via the /etc/hosts file, Network Information System (NIS) or by the DNS or resolver. It is possible for one computer to have several hostnames (aliases) though one is designated as its canonical name.
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Internet Protocol
(IP) The network layer for the TCP/IP protocol suite widely used on Ethernet networks, defined in STD 5, RFC 791. IP is a connectionless, best-effort packet switching protocol. It provides packet routing, fragmentation and re-assembly through the data link layer.
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Intranet
Any network which provides similar services within an organization to those provided by the Internet outside it but which is not necessarily connected to the Internet. The most common example is the use by a company of one or more World Wide Web servers on an internal TCP/IP network for distribution of information within the company.
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IP address
IP address, TCP/IP address - the 32-bit host address defined by the Internet Protocol in STD 5, RFC 791. It is usually represented in dotted decimal notation.
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LAN
Local Area Network. (LAN) A data communications network which is geographically limited (typically to a 1 km radius) allowing easy interconnection of terminals, microprocessors and computers within adjacent buildings. Ethernet and FDDI are examples of standard LANs.
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MAN
Metropolitan Area Network. (MAN) A data network intended to serve an area the size of a large city. Such networks are being implemented by innovative techniques, such as running optical fiber through subway tunnels. A popular example of a MAN is Switched Multimegabit Data Service (SMDS).
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Multi-Home
A host that has more than one connection to a network. The host may send and receive data over any of the links but will not route traffic for other nodes.
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Network
Hardware and software data communication systems. Networks are often also classified according to their geographical extent: local area network (LAN), metropolitan area network (MAN), wide area network (WAN) and also according to the protocols used.
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Network layer
The third lowest layer in the OSI seven-layer model. The network layer determines routing of packets of data from sender to receiver via the data link layer and is used by the transport layer.
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NIC or Network Interface Card
An adapter circuit board installed in a computer to provide a physical connection to a network.
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Node
An addressable device attached to a computer network. More often called a host.
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OSI seven-layer model
A model of network architecture and a suite of protocols (a protocol stack) to implement it, developed by International Standards Organization (ISO) in 1978 as a framework for international standards in heterogeneous computer network architecture. The OSI architecture is split between seven layers, from lowest to highest: 1 physical layer, 2 data link layer, 3 network layer, 4 transport layer, 5 session layer, 6 presentation layer, 7 application layer.
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Physical layer
Layer one, the lowest layer, in the OSI seven-layer model, concerning electrical and mechanical connections to the network. The physical layer is used by the data link layer. Examples of physical layer protocols are Carrier Sense Multiple Access/Collision Detection (CSMA/CD), token ring, and bus.
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Presentation layer
The second highest layer (layer 6) in the OSI seven layer model. Performs functions such as text compression, code or format conversion to try to smooth out differences between hosts. Allows incompatible processes in the application layer to communicate via the session layer.
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Session layer
The third highest protocol layer (layer 5) in the OSI seven layer model. The session layer uses the transport layer to establish a connection between processes on different hosts. It handles security and creation of the session. It is used by the presentation layer.
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SMDS
Switched Multimegabit Data Service. A high-speed datagram-based public data network service developed by Bellcore and expected to be widely used by telephone companies as the basis for their data networks.
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TCP/IP
Transmission Control Protocol over Internet Protocol.
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Transmission Control Protocol
(TCP) The most common transport layer protocol used on Ethernet and the Internet. It was developed by DARPA. TCP is the connection-oriented protocol built on top of Internet Protocol (IP) and is nearly always seen in the combination TCP/IP (TCP over IP). It adds reliable communication and flow-control and provides full-duplex, process-to-process connections.
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Transport layer
The middle layer in the OSI seven-layer model. The transport layer determines how to use the network layer to provide a virtual error-free, point to point connection so that host A can send messages to host B and they will arrive uncorrupted and in the correct order. It establishes and dissolves connections between hosts. It is used by the session layer.
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WAN
Wide Area Network. (WAN) A network usually constructed with serial lines, extending over distances greater than one kilometer.