Dial-Up Error Codes

Please note that this is written with ISP Techs in mind, but you can use it also. Where it states member, that's you. BadPOP is something that the ISP will have to deal with. If you are not sure how to remove Winsock2 contact your ISP. POP is the access number that you dial. NOC is Network Operations Center (short term also for Network Administrator's Workstation :)

Many of these fixes require that you do not reinstall MS Virtual Private Networking, or VPN. If you use VPN for work, you will have to write down the setting for VPN, WINS, DNS, whatever. Then follow the fix, and reinstall VPN with all of its settings after you are done. If the problem persists contact your ISP and Tech Support at work for help.

Error 5	Error 5 (NT4.0)	Error 6	Error 380	Error 602	Error 621
Error 623	Error 629	Error 630	Error 633	Error 635	Error 645
Error 650	Error 666	Error 676	Error 678	Error 679	Error 680
Error 691	Error 718	Error 720	Error 731	Error 745

Error 5: Invalid Procedure Call (top)

This error usually occurs when DUN is not installed or is corrupt.

Remove all network components. Click OK.
If prompted to restart the computer. Click NO.
Double click Add/Remove Programs.
If Win95, look for Dial-Up Networking 1.2 or 1.3 update in the list of applications on the Install/Uninstall tab. If one or the other is present, uninstall it and Restart Windows.
If Win98 or no Dial-Up Networking 1.2 or 1.3 update is shown in the list of applications on the Install/Uninstall tab then click to the Windows Setup tab.
Remove all communications components. Click OK.
Restart the computer.
After restart of computer search for ws2bakup.bat If it's there need to remove winsock2.
Reinstall DUN and other communications components but DO NOT install MS Virtual Private Networking.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Reinstall the necessary network components in the network control panel.
Confirm that the Computer Name and Workgroup are valid. Valid means 8 characters or less in letter and/or number combinations in all lower case letters.
Click OK on the network control panel window.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Delete all ISP DUN connections, then create and configure a new DUN connection.
Configure the Internet Control Panel to use the new DUN connection for its autodial settings.
Try connecting again.

Error 5 (NT4): Unknown User (top)

Retype the username and password before connecting. Make sure that Domain is empty.
If you do not have the option to enter the username/password when going to dial the phonebook entry, you may need to "unsave" the password. To do this:

Double click My Computer.
Double click the Dial-Up Networking Icon.
Click the More button and select Edit entry and modem properties.
Click the Security Tab.
Check to make sure that "Accept any authentication including clear text" is set.
At the bottom of the window click the button that says Unsave Password.
Click on the Server Tab.
Uncheck "Enable PPP LCP extensions"
Ok back out to the Dial-Up Networking window and attempt to dial the connection again.
For the member info you want to enter the username/password for the account.
All lower case. LEAVE DOMAIN BLANK
If you cannot "unsave" the password and dialing in after changing the other settings, you need to delete the current phonebook entry and create a new one making sure the above settings are correct.

Error 6: Overflow (top)

This error means the memory stack on the computer is corrupt and usually occurs when the computer has been on for long periods of time without a reboot.

Shutdown the computer.
Try connecting again.

Error 380: Invalid Property Value (top)

This error usually occurs when the DUN connectoid is corrupt or missing.

Manually create a DUN connection named "your ISP".
Try connecting again with the ISP Software.
Connect with DUN and upgrade your ISP software or browser.

Error 602: The port is already open (top)

This error occurs when an application currently using the modem and the port is unavailable. This generally occurs either because some fax or answering machine application is using the modem to wait for incoming calls.

the memory stack in the modem is corrupt
the modem driver is corrupt
another program is trying to use the modem

Shutdown the computer.

Perform a diagnostics test on the modem's COM port. If the modem responds, try connecting again. If DUN returns Error 602, reinstall DUN.

Close all programs that are running (except Explorer and Systray).

Perform a diagnostics test on the modem's COM port. if the modem responds, another program is trying to use the modem. If Error 602 is returned, the modem driver is corrupt. The other possibility is that the modem is installed on the wrong port, or on a port that conflicts with another device, such as a serial mouse on COM.

Uninstall the modem, cold boot the computer and let windows redetect the modem. If windows doesn't redetect it, go through the modem detection wizard. If that doesn't work, then there are most likely hardware issues that need to be dealt with by the computer or modem vendor or a pc technician.

Error 621: Cannot Open Phonebook (top)

This error usually occurs because DUN is not installed or corrupt or the DUN connections are corrupt.

Remove all network components. Click OK.
If prompted to restart the computer. Click NO.
Double click Add/Remove Programs.
If Win95, look for Dial-Up Networking 1.2 or 1.3 update in the list of applications on the Install/Uninstall tab. If one or the other is present, uninstall it and Restart Windows.
If Win98 or no Dial-Up Networking 1.2 or 1.3 update is shown in the list of applications on the Install/Uninstall tab then click to the Windows Setup tab.
Remove all communications components. Click OK.
Remove the "HKey_Current_User\RemoteAccess" registry key after backing up the registry.
Restart the computer.
After restart of computer search for ws2bakup.bat If it's there remove winsock2.
Reinstall DUN and other communications components but DO NOT install MS Virtual Private Networking.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Reinstall the necessary network components in the network control panel.
Confirm that the Computer Name and Workgroup are valid. Valid means 8 characters or less in letter and/or number combinations in all lower case letters.
Click OK on the network control panel window.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Delete all ISP DUN connections, then create and configure a new DUN connection.
Configure the Internet Control Panel to use the new DUN connection for its autodial settings.
Try connecting again.

Error 623: Cannot Find Phonebook Entry (top)

This error usually occurs with the when the DUN connectoid is corrupt or missing. It can also occur if a member has installed software on Windows NT when its not NT compatible.

Manually create a DUN connection named "your ISP".
Try connecting again with the ISP Software.
Connect with DUN and upgrade software or browser.

If member is on WinNT 4.0 with SP3 or higher (recommended SP5 or higher to be Y2K compliant) do the following:
member probably has incompatible software on system and it will not work because the software was not designed for NT 4.0.
Create Remote Access/DialUp Networking (RAS/DUN) connection.
Connect with RAS/DUN and upgrade to software.

Contact your ISP for further information and help.

Error 629: The port was disconnected by the remote computer (top)

There are numerous causes for this error and include:

the modem driver is corrupt
the DUN connection is dialing an invalid access number
the modem is not attempting a compatible connection
authentication failure (invalid username or password)
invalid or corrupt DUN connection settings
the "disconnect if not connected within" options is set for a low # of seconds

There are (at least) 3 different types of Error 629. Error 629 can be returned while the status is "Dialing" (after dialing the Access Number, before receiving a handshake). Error 629 can also be returned after "Authentication". Identifying which type of Error 629 the member is getting is an important step to resolving the problem.

Ask the member if the status stayed in "Dialing", or if it ever got to "Verifying User Name and Password". If the member is unsure, have them try connecting again to find out if they have a 2nd line.

Error 629 during Dialing
Confirm that the Access Number is valid and try connecting again.
Suggest that the member try connecting later if they are a new account (2-24
hours for new accounts to activate).

Perform a diagnostics test on the modem's COM port:
if the modem fails to respond, the modem driver is corrupt and needs removed and reinstalled
if the modem is a v.90 modem, disable the v.90 protocol
after you've done one of the above try connecting again

Check the Connection tab in Modem Properties in the modem control panel and make sure "cancel the call if not connected within" is either unchecked or set to 60 seconds or above.
Go to the Properties of the DUN connection being used, click on Configure and check the Connection tab and make sure "cancel the call if not connected within" is either unchecked or set to 60 seconds or above.
Error 629 after Authentication failure
Confirm that the Access Number is valid
Remove *.PWL files if the member is on a standalone computer
Confirm that Client for Microsoft Networks is installed
Confirm that the Computer Name and Workgroup are valid. Valid means 8 characters or less in letter and/or number combinations in all lower case letters.
Restart the computer
Login to Windows with a valid User Name. If the member is not using profiles any name will do. The username "me" without the quotes works quite nicely.
If the member is using profiles have them login with their username but make sure its valid (being 8 characters or less with no caps or spaces)
Configure the Internet Control Panel with the correct User Name and Password
Try connecting again.

Remove the "HKey_Current_User\RemoteAccess" registry key after backing up the registry.
Create and configure a new DUN connection.
Configure the Internet Control Panel to use the new DUN connection.
Try connecting again.

Error 630: Hardware failure (top)

This error is the modem error, in that there is no other (software) problem that can generate it. You've got a problem with the modem. Usually, you see this when you've plugged in some bogus init string and the modem generates the ERROR response. See the article on HyperTerminal for a way to tell you've got an init that works.

The most common causes for this error area:

the modem doesn't recognize a command in Extra Settings
the memory stack in the modem is corrupt
the modem driver is corrupt
there is physical damage to the modem

Shutdown the computer and turn it off, if the modem is external, make sure it is turned off too then turn the modem back on BEFORE restarting the computer.
Perform a diagnostics test on the modem's COM port. If the modem fails to respond, the modem driver is corrupt If it responds...it only proves that part of the modem is working.
If the modem fails to respond, remove the modem from the modems control panel and repeat the first two steps again.
Once the modem is responding in diagnostics, remove all commands entered in Extra Settings in both the modems control panel and the DUN connection.
Confirm that the DUN connection is using the right modem driver and try connecting again.
Or Instead of dialing with current DUN connection, create another connection.
Configure the Internet Control Panel to use the new DUN connection.
Try connecting again.
If Error 630 is returned this time there are usually physical modem problems.
If none of this works, the modem is either improperly connected to the computer or is fried. It is not possible to further tech this call, so it's the member's responsibility to repair or replace the modem by usually contacting the computer or modem vendor if under warranty or a PC Technician if not under warranty.

Error 633: No modem installed, or Modem not configured (top)

This error usually occurs with WinModems. The modem diagnostics will respond fine with ATI results, and the modem will be listed. It is a result of a corrupt or missing telephon.ini file, which facilitates the computer's communication with the modem.

the telephon.ini file is corrupt
the memory stack in the modem is corrupt
the modem driver is corrupt
the DUN connection settings are corrupt

Delete or rename the file telephon.ini (in the Windows directory)
Run tapiini.exe from the Run dialog on the Start menu. This recreates the telephon.ini file.
Shutdown the computer and turn it off, if the modem is external, make sure it is turned off too then turn the modem back on BEFORE restarting the computer.
Perform a diagnostics test on the modem's COM port. If the modem fails to respond, the modem driver is corrupt If it responds...it only proves that part of the modem is working.
If the modem fails to respond, remove the modem from the modems control panel and repeat the previous two steps again.
Once the modem is responding in diagnostics, remove the "HKey_Curren_User\RemoteAccess" registry key after backing up the registry.
Create and configure a new DUN connection.
Configure the Internet Control Panel to use the new DUN connection.
Try connecting again.

Error 635: Unknown User (top)

Confirm that the Access Number is valid.
Confirm that the member is using the correct username and password in connection software they are using. Try having the member delete out everything in the username and password fields, then hit the backspace key 10 times then the delete key 10 times then typing in their username and password with ONE finger to assure nothing else is mistakenly typed (you can do this in DUN as well if just dialing thru DUN)
Configure the Internet Control Panel with the correct User Name and Password so that autodial works properly again using the "backspace and delete" method above.
Suggest that the member try connecting later if they are a new account (2-24 hours for new accounts to activate).
Try connecting again.
Try duplicating the problem by connecting to the member's POP with their info and yours from a test machine.
If this does not work contact your ISP.

Error 645: Internal authentication error (top)

The member's computer has something wrong with the protocols being used internally to authenticate and hold the connection.

Confirm that the Access Number is valid
Clean up the network control panel so only Client for Microsoft Networks, DialUp Adapter and TCP/IP are there.
Change the WINS resolution value to disable in TCP/IP properties. If it's already disabled, change it to enable, click OK, say ok the error message and change it back to disabled.
Most likely windows will ask you to restart after clicking OK out of the network control panel, but if it does not, restart anyway.
Try connecting again. 90% of the time the member will be fixed at this point.

or if the above didn't work

Remove *.PWL files if the member is on a standalone computer
Remove all network components. Click OK.
If prompted to restart the computer. Click NO.
Double click Add/Remove Programs.
If Win95, look for Dial-Up Networking 1.2 or 1.3 update in the list of applications on the Install/Uninstall tab. If one or the other is present, uninstall it and Restart Windows.
If Win98 or no Dial-Up Networking 1.2 or 1.3 update is shown in the list of applications on the Install/Uninstall tab then click to the Windows Setup tab.
Remove all communications components. Click OK.
Restart the computer.
After restart of computer search for ws2bakup.bat If it's there remove winsock2.
Reinstall DUN and other communications components but DO NOT install MS Virtual Private Networking.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Reinstall the necessary network components in the network control panel.
Confirm that the Computer Name and Workgroup are valid. Valid means 8 characters or less in letter and/or number combinations in all lower case letters.
Click OK on the network control panel window.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Login to Windows with a valid User Name. If the member is not using profiles any name will do. The username "me" without the quotes works quite nicely.
If the member is using profiles have them login with their username but make sure its valid (being 8 characters or less with no caps or spaces)
Configure the Internet Control Panel with the correct User Name and Password.
Try connecting again.

There could be a problem with the X2 or bad V.90 on the modem. Disable 56K, connect at V34 protocols, and update the modem.
If they have a v.90 modem with X2, try disabling just X2 and keep the v.90.
You may not need an update.
If they only have X2, drop to v.34 and get a modem update. This happens to a handful of TI/USR modems with transitional drivers from X2 to v.90.
Try connecting again.

Remove the "HKey_Current_User\RemoteAccess" registry key after backing the registry up.
Create and configure a new DUN connection.
Configure the Internet Control Panel to use the new DUN connection.
Try connecting again.

Error 650: The Remote Access Server is not responding (top)

The server doesn't understand the info being sent by the modem. This error is often the result of the combination of Microsoft Family Logon being present and a problem with KFlex, X2 or bad V.90.

Confirm that the Access Number is valid.
Clean up the network control panel so only Client for Microsoft Networks, DialUp Adapter and TCP/IP are there.
Change the WINS resolution value to disable in TCP/IP properties. If it's already disabled, change it to enable, click OK, say ok the error message and change it back to disabled.
Most likely windows will ask you to restart after clicking OK out of the network control panel, but if it does not, restart anyway.
If the modem is a 56k modem, Disable 56K, connect at V.34, and update the modem.
If they have a v.90 modem, disable just KFlex and keep the v.90. You may not need an update.
If they have a v.90 modem with X2, try disabling just X2 and keep the v.90.
You may not need an update.
If they only have KFlex, drop to v.34 and get a modem update.
If they only have X2, drop to v.34 and get a modem update. This happens to a handful of TI/USR modems with transitional drivers from X2 to v.90.
Try connecting again.

Error 666: Device Not Ready (top)

This error is most often caused by the following:

the memory stack in the modem is corrupt
Windows has started in safe mode
the modem driver is corrupt or installed on the wrong COM port

Error 676: Line Busy (top)

This error is most often caused by the following:

member is dialing the number incorrectly (using 10 digit dialing instead of 7 or vice versa)
member has a dial prefix and there should not be (using 9, or *70, etc.)
the call could not be completed as dialed (office Telco network operator message or fast busies)
the Telco doesn't have enough circuits to route the call (regular or fast busies)
there are no modems available (POP is at capacity and gives regular or fast busies)

Confirm the exact telephone number being dialed by going into DUN and double clicking to get the "Connect To" window. Most of the time the member has entered the area code and does not need it or has *70, to disable call waiting and does not need it on this line or the Telco isn't recognizing that disable code any longer.
Have the member dial the phone number on their handset exactly as it is shown in the window. Call the member back if necessary to find out what they got when dialing.
Try duplicating the problem by dialing the Access Number from your phone, workstation modem, or variant machine.
If you were able to duplicate the problem, submit a BadPoP form to the NOC, explaining the problem. If you were not, but the member is still having the problem from dialing with a handset submit a BadPoP form too.
Have the Telco confirm how the Access Number should be dialed (10-digit, 11-digit, 7-digit dialing or the call waiting disable code).
Create a new connection if necessary.
Try connecting again.
Suggest that the member avoid connecting during the evenings (peak usage times if this POP is at capacity).

Error 678: No answer (top)

This error, besides pointing to the possibility of a wrong or mistyped number or a bad POP, is often the result of the modem unable to negotiate protocols before timing out. Often, this happens due to line noise and the modems are working on negotiating error correction. Or, they are trying to negotiate 56K protocols that aren't working.

Disable 56K, connect at V.34, and update the modem.
See the line noise article for ways to diagnose line noise and find possible solutions.
Try connecting again

Create a new DUN connection
Try un-checking Enable software compression and Logon to Network and changing the flow control from hardware to software for a WinModem.
Try connecting again

Error 679: No carrier (top)

97% of the time, this is caused by line noise. See the line noise article for ways to diagnose this and try some different solutions.

Error 680: No dial tone (top)

There isn't much that can cause this error; it's pretty straight-forward. If the phone cord is in the right place and the jack has a dial tone with a handset, it may be that there is voice mail waiting, which produces a stuttered dial tone. Or it may be that the modem has lost its ability to hear a dial tone (in which case, there may be other things wrong with the modem, but not always).

Make sure the phone wire is firmly plugged into the wall and the modem. Try removing any splitters or surge protectors from the phone line. The modem isn't properly plugged into a phone line as it may be plugged into the "phone" jack of the modem instead of the "line" jack. Now there the possibility that the jacks themselves are mislabeled so try switching the jack the line is plugged into on the modem. The phone line devoted to the modem is being used. Have the member unplug the line from the MODEM and plug it into a handset phone and see if they get a dial tone. If there is No Dial Tone, the phone line isn't installed correctly or service may have been cut off by the Telco. Have the Telco determine the source of the faulty phone wiring. If the phone line plugged into the modem is on a multi-line phone system where the member can pick up the phone and select which line to use, this will not work. The modem has no way of "selecting" the line... all it wants is a dial tone. Have the member use a direct line instead of the multi-line system. If the member has voice mail or some other service which effects the dial tone, add S6=3 to the init string. This causes the modem to wait 3 seconds before detecting the dial tone. You can also add a few commas in front of the access number in combination with un-checking the "wait for dial tone before dialing" option in both the modems control panel and the DUN connection. If everything works, but the modem can't hear the dial tone, add X3 to the init string, which tells the modem to not detect a dial tone, or more correctly, to ignore the error code returned when it tries to detect one but can't.

Error 691: Access denied; Invalid username or password (top)

97% of the time, this is truly an invalid username and password. This may also result from line noise. See the line noise article for ways to diagnose line noise and find possible solutions.

Confirm that the Access Number is valid.
Suggest that the member try connecting later if they are a new account (2-24 hours for new accounts to activate).
Remove *.PWL files if the member is on a standalone computer
Confirm that Client for Microsoft Networks is installed
Confirm that the Computer Name and Workgroup are valid. Valid means 8 characters or less in letter and/or number combinations in all lower case letters.
Restart the computer
Login to Windows with a valid User Name. If the member is not using profiles any name will do. The username "me" without the quotes works quite nicely.
If the user is using profiles have them login with their username but make sure its valid (being 8 characters or less with no caps or spaces). Configure the Internet Control Panel with the correct User Name and Password
Try connecting again.

Error 718: PPP timeout (top)

This error usually means there is maintenance going on or the network is down. It can also be a problem with tcp/ip, it's a bad PoP.

Check the NOC page for any Maintenance, problem PoPs or network outages.
Begin by checking the connectoid, and if it looks correct including the phone number, create a new one. Cold boot and try connecting again
While they're rebooting, check the PoP yourself by dialing with your workstation or a variant machine. BadPoP if necessary.
Try connecting again if necessary.

or for WinNT 4.0

With NT when its not the above try using a Generic Login Script.
In the phonebook entry properties, go to scripting, check run after connecting, and pull down and select generic login
Try connecting again

or for Win95/98/ME

Clean up the network control panel so only Client for Microsoft Networks, DialUp Adapter and TCP/IP are there.
Change the WINS resolution value to disable in TCP/IP properties. If it's already disabled, change it to enable, click OK, say ok the error message and change it back to disabled.
Most likely windows will ask you to restart after clicking OK out of the network control panel, but if it does not, restart anyway.
Make sure the phone wire is firmly plugged into the wall and the modem.
Try connecting again.

Run winipcfg and ping local host. If they fail, check for the winsock2 update by looking for a c:\windows\ws2bakup\.
If it's there remove winsock2.
Make sure the phone wire is firmly plugged into the wall and the modem.
Create a new DUN connection and try connecting again.

Make sure you check the modem settings, and if it is a 56K modem, you should suspect that is the likely problem. Always check the driver with the ATI responses. Then again, it could always be line noise.
Reinstall/update the modem driver and rebuild 'telephon.ini' if it is a winmodem.
Delete or rename the file telephon.ini (in the Windows directory)
Run tapiini.exe from the Run dialog on the Start menu. This recreates the telephon.ini file.
Shutdown the computer and turn it off, if the modem is external, make sure it is turned off too then turn the modem back on BEFORE restarting the computer.
Make sure the phone wire is firmly plugged into the wall and the modem.
Create a new DUN connection and try connecting again.

Remove all network components. Click OK.
If prompted to restart the computer. Click NO.
Double click Add/Remove Programs.
If Win95, look for Dial-Up Networking 1.2 or 1.3 update in the list of applications on the Install/Uninstall tab. If one or the other is present, uninstall it and Restart Windows.
If Win98 or no Dial-Up Networking 1.2 or 1.3 update is shown in the list of applications on the Install/Uninstall tab then click to the Windows Setup tab.
Remove all communications components. Click OK.
Restart the computer.
After restart of computer search for ws2bakup.bat If it's there remove winsock2.
Reinstall DUN and other communications components but DO NOT install MS Virtual Private Networking.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Reinstall the necessary network components in the network control panel.
Confirm that the Computer Name and Workgroup are valid. Valid means 8 characters or less in letter and/or number combinations in all lower case letters.
Click OK on the network control panel window.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Login to Windows with a valid User Name. If the member is not using profiles any name will do. The username "me" without the quotes works quite nicely.
If the member is using profiles have them login with their username but make sure its valid (being 8 characters or less with no caps or spaces)
Delete all ISP DUN connections, then create and configure a new DUN connection.
Configure the Internet Control Panel to use the new DUN connection for its autodial settings.
Make sure the phone wire is firmly plugged into the wall and the modem.
Try connecting again.

Error 720: No Protocols Configured (top)

This error is most often caused by the following:

DUN or TCP/IP component is corrupt
corrupt DUN connection settings

Remove all network components. Click OK.
If prompted to restart the computer. Click NO.
Double click Add/Remove Programs.
If Win95, look for Dial-Up Networking 1.2 or 1.3 update in the list of applications on the Install/Uninstall tab. If one or the other is present, uninstall it and Restart Windows.
If Win98 or no Dial-Up Networking 1.2 or 1.3 update is shown in the list of applications on the Install/Uninstall tab then click to the Windows Setup tab.
Remove all communications components. Click OK.
Remove the "HKey_Current_User\RemoteAccess" registry key after backing up the registry.
Restart the computer.
After restart of computer search for ws2bakup.bat If it's there remove winsock2.
Reinstall DUN and other communications components but DO NOT install MS Virtual Private Networking.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Reinstall the necessary network components in the network control panel.
Confirm that the Computer Name and Workgroup are valid. Valid means 8 characters or less in letter and/or number combinations in all lower case letters.
Click OK on the network control panel window.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Login to Windows with a valid User Name. If the member is not using profiles any name will do. The username "me" without the quotes works quite nicely.
If the member is using profiles have them login with their username but make sure its valid (being 8 characters or less with no caps or spaces)
Delete all ISP DUN connections, then create and configure a new DUN connection.
Configure the Internet Control Panel to use the new DUN connection for its autodial settings.
Make sure the phone wire is firmly plugged into the wall and the modem.
Try connecting again.

Error 731: The protocol is not configured (top)

This is an error you may see for a variety of reasons.

Check the NOC page for any Maintenance, problem PoPs or network outages.
Confirm that the Access Number is valid
Clean up the network control panel so only Client for Microsoft Networks,
DialUp Adapter and TCP/IP are there.
Change the WINS resolution value to disable in TCP/IP properties. If it's already disabled, change it to enable, click OK, say ok the error message and change it back to disabled.
Most likely windows will ask you to restart after clicking OK out of the network control panel, but if it does not, restart anyway.
While they're rebooting, check the PoP yourself by dialing with your workstation or a variant machine. BadPoP if necessary.
Try connecting again if necessary. 90% of the time the member will be fixed at this point.

or if the above didn't work

Create a new DUN connection
Configure the Internet Control Panel with the correct User Name and Password with the new DUN connection.
Try connecting again.

Remove *.PWL files if the member is on a standalone computer
Remove all network components. Click OK.
If prompted to restart the computer. Click NO.
Double click Add/Remove Programs.
If Win95, look for Dial-Up Networking 1.2 or 1.3 update in the list of applications on the Install/Uninstall tab. If one or the other is present, uninstall it and Restart Windows.
If Win98 or no Dial-Up Networking 1.2 or 1.3 update is shown in the list of applications on the Install/Uninstall tab then click to the Windows Setup tab.
Remove all communications components. Click OK.
Remove the "HKey_Current_User\RemoteAccess" registry key after backing up the registry.
Restart the computer.
After restart of computer search for ws2bakup.bat If it's there remove winsock2.
Reinstall DUN and other communications components but DO NOT install MS Virtual Private Networking.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Reinstall the necessary network components in the network control panel.
Confirm that the Computer Name and Workgroup are valid. Valid means 8 characters or less in letter and/or number combinations in all lower case letters.
Click OK on the network control panel window.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Login to Windows with a valid User Name. If the member is not using profiles any name will do. The username "me" without the quotes works quite nicely.
If the member is using profiles have them login with their username but make sure its valid (being 8 characters or less with no caps or spaces)
Delete all ISP DUN connections, then create and configure a
new DUN connection.
Configure the Internet Control Panel to use the new DUN connection for its autodial settings.
Make sure the phone wire is firmly plugged into the wall and the modem.
Try connecting again.

Error 745: Invalid Session Management Module (top)

This error occurs 99% of the time because DUN has been corrupted by installing or uninstalling CompuServe software

Check Add/Remove Programs for Compuserve Navigator PPP and RPADLL and remove them if present.
Remove *.PWL files if the member is on a standalone computer
Remove all network components. Click OK.
If prompted to restart the computer. Click NO.
Double click Add/Remove Programs.
If Win95, look for Dial-Up Networking 1.2 or 1.3 update in the list of applications on the Install/Uninstall tab. If one or the other is present, uninstall it and Restart Windows.
If Win98 or no Dial-Up Networking 1.2 or 1.3 update is shown in the list of applications on the Install/Uninstall tab then click to the Windows Setup tab.
Remove all communications components. Click OK.
Remove the "HKey_Current_User\RemoteAccess" registry key after backing up the registry.
Restart the computer.
After restart of computer search for ws2bakup.bat If it's there remove winsock2.
Reinstall DUN and other communications components but DO NOT install MS Virtual Private Networking.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Reinstall the necessary network components in the network control panel.
Confirm that the Computer Name and Workgroup are valid. Valid means 8 characters or less in letter and/or number combinations in all lower case letters.
Click OK on the network control panel window.
If you removed winsock2 or a DUN upgrade say NO to all version conflicts. If neither of these were present say YES to version conflicts.
Restart the computer.
Login to Windows with a valid User Name. If the member is not using profiles any name will do. The username "me" without the quotes works quite nicely.
If the member is using profiles have them login with their username but make sure its valid (being 8 characters or less with no caps or spaces)
Delete all ISP DUN connections, then create and configure a new DUN connection.
Configure the Internet Control Panel to use the new DUN connection for its autodial settings.
Make sure the phone wire is firmly plugged into the wall and the modem.
Try connecting again.

This page was last updated on Sunday, December 03, 2000 .

If you have any comments, suggestions or questions Email: [email protected] or [email protected].