Online Support - Common Issues

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If you receive errors while trying to connect or surf the Internet look below for a possible solution. These are the most common techincal support issues. You can jump to a specific issue by clicking on the apporiate link below:

Error 645, 650, or 720
Error 718 - PPP Timeout
Error 666
Error 629
Error 619

Error 645, 650 or 720

These errors relate to modems or Windows Dial-Up Networking. To resolve these errors:

Part One: Click here to learn how to uninstall and reinstall Dial-Up Networking.

Part Two: Click here to learn how to configure your dialer.

If the problem persists, you may need to run Modem diagnostics, replace your modem or contact a qualified technician to repair your modem.

 Error 718 - PPP Timeout

This error is generally caused by problems with the telephone company lines or with the server that you are attempting to connect to. This error does not generally relate to any problems with your computer, so you will not need to change any of your settings. Simply wait and try to connect again after two or three hours.

 Error 666

This error is related to your modem. To resolve this error:

Solution One: Reinstall your modem drivers. Contact your modem manufacturer, or visit their web site, to download the most current device driver for you modem. You can also look up your modem at www.modemhelp.net to locate an appropriate driver. If this does not resolve the error, attempt Solution Two.

Solution Two: Click here to learn how to uninstall and reinstall Dial-Up Networking.

If the problem persists, you may need to run Modem diagnostics, replace your modem or contact a qualified technician to repair your modem.

 Error 629

1. Does it ask for the username/passwd more than once? if so, verify username / passoword. Remember that LD Internet's complete username consists of the "@ldinternet.com".
2. Check the dialer settings, if "ipx/spx" is checked and not "tcp/ip" this would be the cause. In any case there is only one thing that should be checked and it is "TCP/IP". Also enable DNS (link to dns entries instructions). "Logon to Network" being checked can very well be the culprit.
3. Make sure that the Microsoft VPN Adapter is not selected under connect using.
   
4. Recreate the dialer. Click here to learn how to configure your dialer.
5. Windows NT? In the "Security" Tab in Phonebook, make sure that "accept any authentication including clear text" is checked.
   
6. Check the Network Control Panel settings.
   
7. Reboot the machine.
   
8. Modem issue? Try disconnecting any phones, caller ID boxes, answering machines, line splitters from line. Plug modem directly into the line. Try using a different phone cord between modem and phone socket. Check for line noise.
   

 Error 619

1. Reboot
2. Make sure that no other programs are using your modem. Fax software, Supervoice, etc...
3. Ctrl-Alt-Delete, if you see RNAAPP loaded, then continue reading below:

RNAAPP fix page:

RNAAPP (Remote Network Access Application) is a core executable for Microsoft Windows Dial-Up Networking. RNAAPP can create a problem when trying to get Internet access by sometimes sticking in memory from a previous session, or too early in a dialup attempt, thus making your system believe that a connection is already established. The error messages "Dial-up Networking could not-establish a compatible set of network protocols…", "No dial tone", "Unable to Open Communications Port", "The Line is Busy…", "The Modem is Being Used…", and "Error 602: The Port is Already Open" are all common errors that you may receive with RNAAPP improperly loaded into memory.

To remove RNAAPP first press Ctrl-Alt-Del and end task this program. Reboot your computer. Make sure that no other programs such as fax software, supervoice, or other programs are using your modem. If there is nothing else using the modem, and you still cannot dialup at this point, make sure the modem is not using any init strings. If it is, try removing these and rebooting to make sure that this is not being caused by the string. Still having troubles? Perform the first step again, and reboot. When your computer comes up remove all dialers, .pwl files, network settings, and dialup networking. Reboot your computer and add back dialup networking, your network components, reboot again, and create your new dialer.

If the issue persists try uninstalling and reinstalling the modem, however make sure that you have the proper driver disks if it is not a PnP modem.

If you are using Windows 95 and you are experiencing the problem of your computer locking up while dialing. Press Ctrl-Alt-Del and check to see if RNAAPP is in the task list. If you end task RNAAPP and everything is ok then there is a procedure that might solve the problem for you. Download the ISDN Accelerator Pack 1.1 form Microsoft. You can install this even if you are running a modem. This Pack updates the many components of Dial-up Networking, including RNAAPP. It is even further recommended that you upgrade Windows 95 Dial-Up Networking to version 1.3 and the winsock2 upgrade.

If you continue to have problems, try extracting rnaapp.exe from your cab files after uninstalling and reinstalling Dial-Up Networking and all it's associated components.

Here is how you can do this in Windows 95 and 98:

Windows 95

1. Open up a dos prompt by going to Start, Programs, MS DOS Prompt.
   
2. Type cd windows\system
   
3. Type extract /a d:\win95\win95_16.cab rnaapp.exe
   
4. When Prompted to overwrite the file, click "YES".

Winndows 98

1. Open up a dos prompt by going to Start, Programs, MS DOS Prompt.
   
2. Type cd windows\system
   
3. Type extract /a d:\win98\win98_42.cab rnaapp.exe
   
4. When Prompted to overwrite the file, click "YES".

If this is still occurring there are 4 routes that you can take at this point.

1. Search for RNAAPP in the registry. Remove any instances. WARNING: This should not be done by the user, this fix should be done by a computer tech. If you are an ISP tech or a user you should probably not try this step.
   
2. Uninstall and reinstall Dial-Up Networking "The Microsoft Way" by renaming files and extracting from cabs. WARNING: This step can take a long time.
   
3. Have the modem tested. This could be occurring due to a bad modem.
   
4. Reformat the computer after Dial-Up Networking has been fully reinstalled at least 5 times (It sometimes takes multiple reinstalls of Dial-Up Networking to resolve this).

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