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About CCIS
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iPass FAQ
Q: I Cannot
send email with my email client (Eudora, Outlook etc.)
A: While Roaming you need to use our Secure Web Based Email utility to send and
receive email and file attachments. https://ws2.chesco.com/secure/ccismail/mmstdol.cgi
Q: I am having difficulty connecting to the number I have selected.
A: Should you encounter problems connecting to an access number, try an alternate
number within the region you are traveling. If you can connect successfully to another
number it may indicate the initial access number or site is temporarily unavailable.
Make sure that you are dialing the required prefixes and local dial code for the
region. (Many hotels require that you dial a number to get an outside line.) If you
are unable to connect to other access numbers this may indicate that your modem is
not well connect to the phone line or that you have a modem compatibility problem.
Consult technical support or your modem manufacturer.
Q: I can't hear a modem sound on the other end of the line.
A: Check to see if your modem is turned on and attached correctly to your computer
and the phone system. Also, check if the phone system is digital. If it is you will
need to have a special adapter to connect. An alternative is to request access to
a fax line since they must be analogue to function. Check for pulse or tone dialing
to ensure you select the appropriate option in your software. You can also call the
modem number with your handset to ensure that it is a modem line. If the access number
is incorrectly published, please advise technical support.
Q: I keep getting a message telling me that I am using an incorrect password.
A: This is a generic message in your connection software that can indicate that
you are using an incorrect login/password (you must use the same password that you
use at your home Internet service provider to connect remotely). Don't forget to
add @chesco.com after your user name. If difficulties continue, consult us to ensure
your account is active and that you are using the correct user name and password.
Q: I get a busy signal when dialing into an access number while I'm roaming.
A: Occasionally there are times when an access point will be busy. The iPass
roaming service often solves this problem by offering many access point options in
the same calling area. If this is not an option, wait a few minutes and try connecting
again.
Q: My World Wide Web (WWW) access is really slow.
A: If your access to the
World Wide Web is slow, it may be due to one of the following:
- Slow Network Response
A noisy telephone line often causes slow transmission speed; this is often the case
in hotels. This can cause modems to work at a slower baud rate than their top speed
because the modem has to correct for data errors. Most iPass access numbers support
connections of at least 28,800bps but can be hindered by the telecommunications network
in the specific country.
Proxy Servers
Proxy Servers are used by many ISPs that speed up WWW access (they operate like a
huge memory of web pages so that popular sites are served from a local source instead
of using overseas bandwidth). If your browser is set to use these, you need to disable
this until you are accessing your account again from your home ISP. (At CCIS we DO
NOT)
Q: My connection occasionally gets dropped or hung in the middle of my session.
A: This could be a result of line noise. Your line might drop out unexpectedly
if the country you are visiting has a poor telecommunications system or the line
you are trying to connect to has audible interference. In this case you will need
to disconnect and redial in through the access number.
Q: I am having trouble connecting to all iPass access points I try. What should
I do?
A: If you can't dial into any of the iPass access points, check the following:
- Modem is connected
and plugged in
- Phone line is
connected to your modem
- Dial properties
are filled out correctly (i.e., it shows the correct location you are dialing from)
Q: What does it mean when I keep getting error messages?
A: There are three common things that cause error messages.
- Entering an incorrect
password. Try re-entering your password and dialing again.
- Entering your
user name incorrectly. Most users must append the @ and domain name of your ISP to
your user name (i.e. ben@chesco.com).
- Entering an incorrect
number. Sometimes the phone numbers change in the iPass phone book. If your ISP does
not offer the automatic phone book update feature, it is important that you update
your phone book frequently. We suggest every 1-2 months.
- Forgetting to
enter the prefix required from the hotel or location you are dialing from. Many hotels,
for example, require that you add an 8 or 9 before the phone number.
Q: I can't seem to get the iPass Dial Wizard or iPass MCM for Windows 95/98 to
work correctly. What should I do?
A: If you can't get iPass Dial Wizard for Windows 95/98 or iPass MCM to work
correctly, check the following:
- Dial-up Networking
is installed
- Dial-up Scripting
is installed
- Windows 95 service
pack later than version 1 installed (i.e. OSRzero does not work)
Typically Windows
95 and 98 come with these features. See your Microsoft documentation for more information.
Q: When I use the iPass Dial Wizard, it automatically appends the prefixes in
front of the user name. Should I remove these?
A: The Dial Wizard, in some cases, normally appends these prefixes:
No, do not remove
them. If you remove them, you will not get connected.
Q: I am having trouble connecting with the iPass Dial Wizard for Macintosh. What
should I do?
A: If you are having trouble connecting with the iPass Dial Wizard for Macintosh,
check the following:
PPP is selected
from the TCP/IP control panel.
Proper DNS entry which should be
209.195.192.3
and/or 209.195.201.3
Q: Can I connect
if I use a dialer other than an iPass dialer?
A: When connecting with iPass you must use one of the iPass connection software
products because they incorporate other key properties, such as connection scripts
associated with these phone numbers. If you are not using one of these products,
you may be able to connect to some phone numbers, but not to others.
- iPass MCM for
Windows 95/98/NT
- iPass Dial Wizard
for Windows 95/98
- iPass Dial Wizard
for Macintosh
Q: Am I using the correct user name and password?
A: Make sure you are appending @chesco.com at the end of your username when you
are trying to get connected. This is most likely your complete email address. For
example, if you user name is typically John1 and your email address is John1@chesco.com,
then your user name when using iPass is John1@chesco.com
Q: Why can't I connect from my hotel?
A: If you are dialing in from a hotel or office, you often have to put a prefix
in front of the phone number such as 8 or 9. Check with the hotel or someone from
the remote office and make sure you are dialing correctly.
Q: Why won't [this specific POP] connect?
A: iPass often works with many service providers in major business centers in
the event one service provider suffers a temporary service outage. If you have already
successfully been using the iPass service and you are having trouble connecting through
a particular access point, check to see if there is an alternative number to use.
Q: How can I verify if I have Dial-Up Scripting on my machine?
A: You can check for Dial-Up Scripting by right clicking (on the connection icon
you created) and selecting Properties from your pull down menu. If you do have Dial-Up
Scripting installed on your system you see a tab at the top of the menu box that
says scripting. If you do not have Dial-Up Scripting installed this tab is not be
present. Look here for installation instructions and the Dial-Up Scripting tool itself.
Q: What does it mean when I get an "Error 614" message immediately after
modem "handshaking" and can not connect?
A: If you get this message it means you are running Windows NT without Service
Pack 3 or higher. You need to either install or reinstall Service Pack 3 or higher
into your machine.
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