The following article is a list of possible solutions. If after you have followed a step the error is fixed, do not continue troubleshooting.

We recommend that you start at the top and work down.

If you recieve this error, always reboot your computer first and than try your connection again.
Verify that you have typed the userid and the password correctly. Try typing the password again.

1. Remember that Mycybernet userids are all lower case letters with a minimum of 4 characters and a maximum of 13 characters.
2. If you have an National Dialup account you must include the @mycybernet.net after your userid.
3. Remember that Mycybernet passwords are case sensitive and generally do not a special character (such as, #, $, *).

If you are sure the userid and password are correct:

3. In Windows NT, make sure you have nothing checked under "Domain" tab, except "Any auth including clear text", and unchecking "Enable PPP LCP extensions".
4. Check the Mycybernet Dialer. Verify that the settings are correct. Make sure "Log onto Network" isn't checked. Click here for instructions to check Dialer
5. Recreate the Mycybernet Dialer. Click here for instructions to recreate Dialer.
6. Delete all the Windows Password files and reboot. Click here for instructions to delete password files.
7. Call Mycybernet and have your password reset.
8. Full reinstall of communications, Dialer and network. Click here for instructions for a full re-install
9. Could it be a line noise problem? Do you hear static in the phone? Try other line jacks in the house or call Bell to test the line.
10. Do you have Call Answer? Try removing the messages, then try connecting again.
11. Check the length of the phone cord. Anything over 10 feet can be a potential cause of problems. Try a shorter cord.

Verifying the Dialer settings

• Windows 95/98
• Windows ME
• Windows NT

Verifying the settings for the Mycybernet Dialer Windows 95/98

1. Double-click on "My Computer".
2. Double-click on "Dial-up Networking".
3. Right-click on the Mycybernet icon and choose "Properties".
4. Verify that the correct dial-up phone number has been entered.
   
   •  Toronto GTA
   •  Canada Wide Access
   •  North America Access
   
   
5. Remove the check mark from "Use Area Code and Dialing Properties".
6. Click on the "Server Types" tab at the top of the Window.
7. The "Type of Dial-up Server" should be "PPP: Internet, Windows NT Server, Windows 95".
8. Under "Advanced Options" the only item that should have a check mark is "Enable Software Compression", remove all of the other check marks.
9. Under "Allowed Network Protocols" the only item that should have a check mark is "TCP/IP", remove all other check marks.
10. Click on "TCP/IP Settings" button. If the DNS numbers are not entered, place a check mark in "Specify Name Server Addresses". In the field for "Primary DNS" type "209.222.63.130", in the field for "Secondary DNS" type "206.186.81.2".

Verifying the Settings for Mycybernet Dialer - Windows ME

1. Click on "Start", then "Settings" and choose "Dial-up Networking".
2. Right-click on the Mycybernet icon and choose "Properties".
3. Verify that the correct dial-up phone number has been entered.
   
   •  Toronto GTA
   •  Canada Wide Access
   •  North America Access
   
   
4. Under the "General" tab - Remove the check the mark from "Use area code and dialing properties".
5. Under the "Networking" tab - The only items that should have a check mark are "Enable Software Compression" and "TCP/IP".
6. Click on "TCP/IP Settings" button. Click in the circle beside "Specify Name Server Addresses". In the field for "Primary DNS" type "209.222.63.130", in the field for "Secondary DNS" type "206.186.81.2".
7. Under the "Security" tab, enter your userid and password.
8. If you made any changes, click "OK" and then test your connection.

Verifying the Settings Mycybernet Dialer - Windows NT

1. Double-click on "My Computer".
2. Double-click on "Dial Up Networking".
3. To view or edit your phone book entry, click "More", click "Edit entry and modem properties".
4. Verify that the correct dial-up phone number has been entered.
   
   •  Toronto GTA
   •  Canada Wide Access
   •  North America Access
   
   
5. Under the "Basic" tab, remove the check mark from "Use telephony dialing properties".
6. Under the "Server" tab, the only items that should be selected are "Enable Software Compression" and "TCP/IP".
7. Click on "TCP/IP Settings" button. Click in the circle beside "Specify Name Server Addresses". In the field for "Primary DNS" type "209.222.63.130", in the field for "Secondary DNS" type "206.186.81.2".
8. Click on "OK" and you are ready to test your connection.

Re-creating the Dialer

• Windows 95/98
• Windows ME
• Windows NT

Windows 95/98

1. Double-click on "My Computer".
2. Double-click on "Dial-up Networking".
3. Delete the Mycybernet Dialer, you can do that by right clicking on the Mycybernet Icon and than choosing "Delete".
4. Double-click on "Make a New Connection".
5. In the field "Type a Name for the Computer you are dialing" type "Mycybernet" and then click "Next".
6. Enter the dial-up phone number.
   
   •  Toronto GTA
   •  Canada Wide Access
   •  North America Access
   
   
7. Click "Next" and then "Finish".
8. You will return to the "Dial-up Networking" window. You will see a Mycybernet Icon. Right-click on "Mycybernet" and select "Properties".
9. Under the "General" tab, remove the check mark from "Use Area Code and Dialing Properties".
10. Click on the "Server Types" tab. The only items that should be selected are "Enable Software Compression" and "TCP/IP".
11. Click on "TCP/IP Settings" button. Click in the circle beside "Specify Name Server Addresses". In the field "Primary DNS" type "209.222.63.130", in the field "Secondary DNS" type "206.186.81.2".
12. Click "OK", then "OK" again. You are now ready to test the connection.

Windows ME

1. Click on "Start" then "Settings" and choose "Dial-up Networking".
2. Delete the Mycybernet Dialer, you can do that by right clicking on the Mycybernet Icon and than choosing delete.
3. Double-click on "Make a New Connection".
4. In the field "Type a Name for the Computer you are dialing" type "Mycybernet" and then click "Next".
5. Enter the dial-up phone number.
   
   •  Toronto GTA
   •  Canada Wide Access
   •  North America Access
   
   
6. Click "Next" and then "Finish".
7. You will return to the "Dial-up Networking" window. You will see a Mycybernet icon. Right-click on "Mycybernet" icon and select "Properties".
8. Under the "General" tab – Remove the check the mark from "Use Area Code and Dialing Properties".
9. Under the "Networking" tab – The only items that should have a check mark are "Enable Software Compression" and "TCP/IP".
10. Click on "TCP/IP Settings" button. Click in the circle beside "Specify Name Server Addresses". In the field "Primary DNS" type "209.222.63.130", in the field "Secondary DNS" type "206.186.81.2".
11. Under the "Security" tab, enter your userid and password.
12. If you have made changes click on "Apply" and then "OK".
13. You are now ready to test your connection.

Windows NT

1. Double-click on "My Computer".
2. Double-click on "Dial-up Networking".
3. Under "Phone Book Entry to Dial", choose "New".
4. When asked to name the new "Phone Book Entry", type in Mycybernet and then click "Next".
5. On the next screen, under "Check all that apply", select "I am calling the Internet" and than click "Next".
6. Enter the dial-up phone number.
   
   •  Toronto GTA
   •  Canada Wide Access
   •  North America Access
   
   
7. Click "Finish".
8. You will have to make a few more changes to your connection. Click "More", then click "Edit entry and modem properties".
9. Under the "Basic" tab, remove the check mark from "Use telephony dialing properties".
10. Under the "Server" tab, the only items that should be selected are "Enable Software Compression" and "TCP/IP".
11. Click "TCP/IP Settings" button. Click in the circle beside "Specify Name Server Addresses". In the field "Primary DNS" type "209.222.63.130", in the field "Secondary DNS" type "206.186.81.2".
12. Click "OK".
13. You are now ready to test your connection.

Deleting Password Files

1. Click on "Start", then "Find", and choose "Files or Folders". In the "Named" field type "*.pwl". Make sure the "Location specified" is the C: drive.
2. Click "Find Now". There may several files, delete all files and reboot.
3. When you reboot you will get a "Windows Password" screen. Just click on "Cancel" to proceed. Do not enter a password.

Full re-install of Communications, Networking and the Dialer
Note: You will need your Windows Operating CD to complete these tasks!!

Step 1: Communications

1. Double-click on "My Computer".
2. Double-click on the "Control Panel".
3. Double-click on "Add/Remove Programs".
4. Click on the "Windows Setup" tab.
5. Remove the check mark from "Communications".
6. Click on "Apply".
7. Reboot the computer.
8. Double-click on "My Computer".
9. Double-click on the "Control Panel".
10. Double-click on "Add/Remove Programs".
11. Click on the "Windows Setup" tab.
12. Place the check mark back in "Communications" and then click "Apply".
13. At this time you will be prompted for your Windows CD, place the CD in the CD ROM drive and click "Continue".
14. Once the files have been copied it will prompt you to reboot. Click "OK".

Step 2: Re-installing the Network Components

1. Double-click on "My Computer".
2. Double-click on "Control Panel".
3. Double-click on the "Network" icon.
4. Under the "Configuration" tab, remove all of the installed components.
5. Click "OK", it will prompt you and tell you that the network in not complete, click "OK" and say "Yes" to reboot the machine.
6. Once "Rebooted", open the "Network" icon.
7. Click "Add", then choose "Adapter", and click "Add". Under "Manufacturers" choose "Microsoft". Under "Network Adapter" select "Dial-up Adapter".
8. Click "OK".
9. Click "Add", then choose "Protocol", and click "Add". Under "Manufacturers" choose "Microsoft". Under "Network Protocols" select "TCP/IP".
10. Click "OK".
11. Click "Add", then choose "Client", and click "Add". Under "Manufacturers" choose "Microsoft". Under "Network Clients" select "Client for Microsoft Networks".
12. Click "OK".
13. Click on the "Identification" tab. Enter your userid as the "Computer Name", and "Mycybernet" as the "Workgroup".
14. Click "OK". You will be prompted for your Windows CD, place the CD in the CD ROM drive and click "Continue".
15. You will be prompted to restart. Click yes and let the system reboot.

Step 3: Re-creating the Dialer

Step 4: Deleting Password Files