Protocol Errors

Q: Sometimes I cannot connect. A message informs me of possible protocol errors. Why?

A: This problem can come up after a game session, when your operating system becomes unstable due to a marginal configuration in your network parameters, or if your computer was not turned off for a long period of time. Often, by completely shutting down your computer (not to be confused with Restart), it is possible to solve this problem.

Several Unsuccessful Tries

Q: Why must I try serveral times before I finally get connected?

A: Make sure that your driver is optimized and is up to date. Make sure that your modem was correctly installed. Check that there are no messages on your telephone voice mail. Make sure that you selected the proper number for your modem type. Make sure that no other application is trying to use your Dial-Up Network connection.

Long Connection Delay

Q: Why does it take a long time for the connection to be established (hand shaking)?

A: It is possible that the "Use DHCP for WINS resolution" is activated. To correct the problem:

• Double click on My Computer.
• Double click on Control Panel, then on the Network icon.
• Click once (to highlight)TCP/IP.
• Select Properties. If you use Windows 98, read the note in the dialogue box and validate by OK.
• Select the WINS Configuration tab and point to Disable WINS Resolution.
• Validate by pressing OK once, and for a second time press OK again.
• The computer will reconstruct a part of its database, and it will ask you to restart the computer. Click on YES.
• Have your operating system CD ready (Win 95/98).

Connection Interruptions

Q: The connection interrupts after a few minutes. Why?

A: Several factors may be the cause:

A telephone or fax machine that is plugged into the same line as the modem is being used. A sound that is inperceptible to the human ear is on the line. An electrical outage took place. There is an electrical storm. The telephone connection is loose (screws need to be tightened). The wire from the telephone plug and the modem is too long (if possible, 2 m maximum, without an extension). Under certain conditions, humidity on the external conductors can cause disconnections.

Q: The connection interrupts after approximately 20 minutes. Why?

A: Make sure that the option "Disconnect after 20 minutes" is not checked either in the Microsoft browsers, or in the options of your modem connection.

Q: Why does my neighbour never have impromptu diconnections?

A: Does your neighbour have exactly the same computer equipment as you (same computer, same model, same brand, and same components)? Does he have the same type of modem (some are more robust than others)?

To help you resolve your problem, we suggest the following tests:

Make sure you have the same provider.

Try to connect your equipment at your neighbours and vice-versa. If you have the same problems at your neighbour's, it is possible that your equipment may be the cause (driver configuration, firmware).

If your neighbour no longer gets a good connection at your house, it is possible that the problem stems from your telephone installation (internal or external).

Even if the distance between your neighbour's residence and yours is only a few metres, it is possible, for various reasons (including the telephone network configuration), that the distance between your residence and the phone exchange is more important that it seems.

Q: When someone calls our house I lose my connection. Why?

A: If the line you are using has the Call Waiting option, and this option is not deactivated, each time you receive a call and the line is already in use, a BEEP is heard to signal that someone is trying to call you. When you are connected to the Internet, this BEEP is strong enough to interrupt your connection, without indicating that you have a caller on the line. Before you connect, make sure that the Call Waiting option is deactivated by using the code *70 written before the telephone number in the Properties of your Dial-Up Networking.

To do so, double-click on the My Computer icon, then on Dial-Up Networking. Next, with the right button of the mouse, click on the icon that allows you to connect to GlobeTrotter. Select Properties. In the same box as the telephone number,and to the left of the latter, add *70,, (Example: *70,,721-2412). Make sure that the option "Use area code and Dialing Properties" is not checked. Validate by clicking on OK.

Q: My computer often asks me if I want to disconnect; or it disconnects me then asks if I want to reconnect. Why?

A: In your modem's properties, in your Dial-Up Networking configuration and in the connection options of Microsoft Internet Explorer, there is a connection security that can be activated or deactivated as needed. This cuts the connection if it registers no activity between the server and your modem.

This option is easily deactivated; however, you must take care to disconnect yourself by clicking on the connection icon (blinking computer screens, at the bottom right of your task bar) when you end an Internet session.

Q: I am often disconnected when I am downloading a file and when I am on a chat group server. Why?

A: If you have a processor (CPU) that is not very strong, the demand is often too large and the computer turns off certain tasks so that it can function minimally.

Q: I have a fairly powerful computer (for example a Pentium 166). If I listen to music and I am on the Internet I am frequently disconnected. Why?

A: Your computer must have 256 K of cache memory. Try to close as many applications as possible (games, e-mail, browsers opened in duplicate) to free up your CPU's resources.

Q: I allocated a virtual memory to increase my computer's memory. Recently I have been confronted with disconnection problems. Why?

A: If you allocated virtual memory, you have to free up disk space. It is preferable to conserve several tens of MB on the hard drive (in proportion with the size of your disk), 200 MB should suffice.

Busy Line

Q: Some nights, I cannot get a connection because the line is busy. What is going on?

A: While this problem is rare with GlobeTrotter, there are two main reasons for this message. The best way to figure out the real nature of the problem is as follows:

Using a phone, dial the server access number and listen carefully to what happens. Make sure you have correctly dialed the number that is written in your connection icon.

If IMMEDIATELY after you dialed the number, you hear a busy signal, it is very possible that the problem is due to an inability to access the phone lines. This surcharge happens at peak times.

If there is a certain time lapse (1 to 2 seconds) before you hear a busy signal, it is probable that the maximum simultaneous numbers for Internet access has been reached.

Modem Change

Q: I changed my 33 K modem for a 56 K and I can no longer connect. Why?

A: GlobeTrotter always tries to be at the leading edge of technology and it is possible that your modem, even if it is new, does not have the latest firmware or that your operating system does not have the driver for your modem. You will find the firmware or driver updates on your modem's website or by contacting your computer equipment salesperson.