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HomeTechnical Support:  Troubleshooting FAQ's

 

Here is a list of questions dealing with the most common connection problems.

The Questions:

  1. How can I tell when I am connected to the internet?

  2. When I try to connect to the internet, I keep getting the message, "No Dial Tone.  Make sure your phone line is connected to your modem and your modem is turned on."  What does that mean?

  3. When I got my username and password from Savy2k, it wouldn't work on Yahoo.  Why not?

  4. I can not connect to the internet while somebody else is on the phone line.  Why not?

  5. Why do I keep getting disconnected after I check my email?

  6. Everytime I close Internet Explorer or Netscape Navigator, my computer asks me if I want to disconnect from Savy2k.  Why does it do that?

  7. Sometimes I get disconnected for no reason at all.  Why?

The Answers:

1.  How can I tell when I am connected to the internet?


While online, look down in the bottom right hand corner of your screen on the taskbar near where your time is.  There you will find your 'Connection Icon', which looks like two computers connected to each other.  Click here to see what it looks like.  Double-clicking this icon will give you the option to disconnect from the internet, and will also show you your connection speed.  Back to Top

2.  When I try to connect to the internet, I keep getting the message, "No Dial Tone.  Make sure your phone line is connected to your modem and your modem is turned on."  What does that mean?

This usually means either your phone line is not connected properly to your modem or to the phone jack in the wall, or somebody else is currently using that phone line.  First check to make sure nobody else is currently using the phone line your computer connects to the internet with.  Then check to see that the phone line from your computer is properly connected to the phone jack in your wall, push it in just to make sure.  If that wasn't the problem, then check to see if the phone line is properly connected to your modem, which is usually in the back of your PC.  Generally there are 2 phone jacks in a modem, an 'In' and an 'Out' jack.  You want the phone line plugged in the 'In' jack, which is usually either labeled as 'In' or by a picture of the end of a phone line.  The WRONG jack will be labeled as 'Out' or have a picture of a telephone.  Be sure it is plugged securely into the proper jack.  Back to Top

3.  When I got my username and password from Savy2k, it wouldn't work on Yahoo.  Why not?

The username and password you provide for Savy2k are only used to connect to the internet and to check your email.  There are a ton of web based services such as email, instant messaging and clubs that require their own username and password.  Yahoo for instance provides free email, instant messaging, clubs, and many other services that require a Yahoo username and password to access.  Back to Top

4.  I can not connect to the internet while somebody else is on the phone line.  Why not?

Your computer will use the phone line to get on the internet just like anything else uses a phone line.  If somebody is talking on the phone and you pick up another phone in the house and try to make a call, you will not be able to place that call because the phone is already in use.  The same goes for your computer.  It will not be able to connect to the internet if the phone line is already in use.  Back to Top

5.  Why do I keep getting disconnected after I check my email?

Outlook Express has an option to hang up your connection after checking your email.  This can be corrected by following these steps:  (Full screen shots are available by clicking on the specific step.)

From the menu bar in Outlook Express click 'Tools' and choose 'Options'.

There will be many tabs on the Options window that pop up.  Choose the 'Connection' tab.

There should be 2 check mark boxes near the top of this window.  Click in the box next to 'Hang up after sending and receiving' to take the check mark out of the box.  Once the check mark is cleared from that box, click 'Apply' and then click 'Ok' and your problem will be corrected.  Back to Top

6.  Everytime I close Internet Explorer or Netscape Navigator, my computer asks me if I want to disconnect from Savy2k.  Why does it do that?

When you close all of your browser window, whether it be Internet Explorer or Netscape Navigator, your computer thinks it's time to disconnect you from the internet and wants to give you the option.  Sometimes people will close all of their internet applications and forget to close their connection, so their phone line is still tied up online.  This is simply a reminder so your phone line doesn't stay tied up if you're not actively using the internet.  Back to Top

7.  Sometimes I get disconnected for no reason at all.  Why?

Generally this is due to an inactive session, meaning that you are connected to the internet but are not actually sending or receiving any data.  Let's say for instance you connect to the internet to check your email and you receive an email from a friend and want to reply to the email.  So you click your reply button and start typing away, and before you know it you have this epoch of an email written out.  During that time, your computer may have disconnected itself from the internet, because while you are taking a while to type an email you are not actively sending or receiving any data until you hit the Send button.  Browsing web pages, listening to or watching multimedia on the internet and chatting are all examples of active sessions, which means that you are sending and receiving information to and from the internet.  Back to Top

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