This document is provided as general information and not to be
considered an exact technical guide. It is designed to help non technical staff determine
and attempt to resolve internet ISDN issues. The internet (pc access, email and browsing)
in your office relies on two main ingredients; ameritech and tdsnet. Ameritech provides
the actual isdn lines, tdsnet provides the internet gateway and the email post office
service.
Internet access can stop working if either one (ameritech or tdsnet) of
these services fail. To help you isolate the fault, I have created this document;
First determine if the problem is effecting only one user. If so,
suggest the user restart their computer and try again. Many computer "woes" can
be solved with this simple step. If the problem is effecting all users, the proceed to
system fault correction
System Fault Correction:
EMAIL STOPS WORKING FOR ALL USERS: This symptom can generate a POP
timeout error when the users try to send or get email. This means that the internet
providers "post office" may be stalled or unavailable at this time. Try again in
a few minutes. If the problem persists for more than 15 minutes, try calling your internet
service provider and see if they are experiencing any problems.
BROWSING STOPS WORKING FOR ALL USERS: This symptom can be accompanied
by a "site not available" or "timeout error" when starting the browser
(internet explorer or netscape). The trick is to determine if this is an ISDN line problem
or an internet service provider problem. The easiest step is to reset the router (ISDN box
made by Cisco). The router box is usually black and located near the server or the patch
panel (wiring room), The router box also has several green lights in the front that may be
flashing. Locate the on and off switch on the rear of the router and turn it off for 5
seconds, then back on again. Wait about 1 minute and try accessing the internet again at a
computer. If no improvement, go to Part II.
BROWSING STOPS WORKING FOR ALL USERS PART II: The next step is to
determine if any other ISDN users can access the internet AOK. Contact CRT and see if they
have any information. Specifically, ask if they can access the internet OK. If other
business’ can access the internet, then the problem may be the
ameritech ISDN line to
your business or something specific to your site. CRT technical staff will help recommend
the next logical step. These steps may involve restarting your server, contacting
ameritech or a CRT systems engineer visiting your site.
Comment &/Contacts
Ameritech Technical Contacts:
800-TEAM-DATA
GTE Technical Contacts: 800.632.7638
Internet Service Provider NOVAGATE: 616.847.0910
Internet Service Provider TDSNET: 1-800-358-3648
CRT support anytime: 616-963-3785
CISCO (router maker) 800-462-4726
Note that CRT is not directly
affiliated with ameritech, gte, cisco or tdsnet
*Recommend that you
request a printed report of your router configuration in case you router needs
"reprogramming". CRT can assist in providing this report. Although it is a
technical document, it can be critical to troubleshooting to a technical staff
member.
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