Unable to Connect to Internet Referral Service

 Last reviewed: September 29, 1997
Article ID: Q169073
The information in this article applies to:
  • Microsoft Internet Explorer versions 3.0, 3.01, 3.02 for Windows 95
  • Microsoft Internet Explorer versions 3.0, 3.01, 3.02a for Windows 3.1
  • Microsoft Internet Explorer versions 3.0, 3.01a, 3.0a for Macintosh

SYMPTOMS

This article describes how to troubleshoot the following issues in the Internet Connection Wizard (ICW):

  • The ICW does not detect a dial tone.
  • After dialing you hear a busy signal.
  • The ICW does not detect a dial tone, and an operator is heard.
  • You hear a ring, but there is no answer or a person answers.

RESOLUTION

To resolve these issues, use the appropriate method.

The ICW Does Not Detect a Dial Tone

  1. Verify your modem connections. To do so, follow these steps:

a. Verify that your cables are in good working condition, and connected 
   properly. If you are using an internal or external modem, verify that 
   the  end of your modem cable is connected to a telephone service jack 
   in the wall.
b. Verify that all cable connections are secure.

c. Verify that your phone cable is functional by trying it with your 

   telephone or replacing it with a cable that you know works.
d. Click Redial.

  1. Listen for a dial tone. If you do not hear a dial tone, your organization or telephone might not support this type of outside call, or might require an additional access code.

  2. Contact your telephone company or phone system administrator or your local telephone company to verify your service and proper setup.

If you still encounter problems using the ICW, view the Support.txt file for product support phone numbers in your area.

After Dialing You Hear a Busy Signal

  1. Click Redial a few times.

  2. Try a different phone number. To do this, follow these steps:

a. In the Could Not Connect dialog box, click Phone Book.

b. In the Phone Number box, click a new phone number. There may be a toll- 

   free number you can use to sign up for Internet access. If not, you may
   need to make a long-distance call. After you have finished establishing
   a new account, your Internet service provider will give you a local 
   access number to access the Internet, if one is available.
c. Click OK, and then click Redial.

d. If there is only one phone number listed for your area, there may be a 

   temporary problem with that location. Click OK, and then click Redial. 
   If this does not resolve the issue, try again after waiting several 
   minutes.
If you still encounter problems using the ICW, view the Support.txt file for product support phone numbers in your area.

The ICW Does Not Detect a Dial Tone, and an Operator Is Heard

  1. Verify that your long distance settings are correct. To do so, follow these steps:

a. If you hear the message "You must first dial 1 and then the area code," 
   or if you have selected a phone number that is long-distance from your 
   current location, you need to specify that the call is long-distance. 
   If the phone number you selected is not long-distance, skip to step 2.
b. In the Could Not Connect dialog box, click Dialing Properties.

c. Verify that the Dial As Long Distance check box is selected, and if it 

   is not, click it to select it. Click OK, and then click Redial.

  • Try a different phone number. To do so, follow these steps:

    a. In the Could Not Connect dialog box, click Phone Book.

    b. In the Phone Number box, click a new phone number. There may be a toll- 

       free number you can use to sign up for Internet access. If not, you may
   need to make a long-distance call. After you have finished establishing
   a new account, your Internet service provider will give you a local 
   access number to access the Internet, if one is available.
    c. Click OK, and then click Redial.

    d. If there is only one phone number listed for your area, there may be a 

       temporary problem with that location. Click OK, and then click Redial. 
   If this does not resolve the issue, try again after waiting several 
   minutes.

  • If you hear a message that does not refer to dialing long-distance, the network or the server you are trying to connect to might be unavailable due to updates or repairs. Wait a while and then run the ICW again.

  • Try to determine the nature of the message coming from the operator. This may help you to understand the issue you are experiencing. If necessary, you may want to contact your local phone company.

    If you still encounter problems using the ICW, view the Support.txt file for product support phone numbers in your area.

    You Hear a Ring, but There Is No Answer or a Person Answers

    1. Check the dialing settings for your location. To do so, follow these steps:

    a. In the Could Not Connect dialog box, click Dialing Properties.

    b. Verify that the settings in the To Access An Outside Line area are 

       correct for your telephone system. For example, if you are using a 
   telephone system within a company, you might need to dial 9 (or some 
   other number) first to dial outside of your company.
    c. Verify that the Tone or Pulse setting is correct for your telephone 
       system.
    d. Click OK, and then click Redial.

    1. Try a different phone number. To do so, follow these steps:

    a. In the Could Not Connect dialog box, click Phone Book.

    b. In the Phone Number list, click a new phone number. There may be a 

       toll-free number you can use to sign up for Internet access. If not, 
   you may need to make a long-distance call. After you have finished 
   establishing a new account, your Internet service provider will give 
   you a local access number to access the Internet, if one is available.
    c. Click OK, and then click Redial.

    If you still encounter problems using the ICW, view the Support.txt file for product support phone numbers in your area.

    • Additional query words: 3.00 3.00a
    Keywords : msiemac msient msiew31 msiew95
    Version : 3.0 3.0a 3.01 3.01a 3.02 3.02a
    Platform : MACINTOSH WINDOWS
    Issue type : kbtshoot

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    Last reviewed: September 29, 1997
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