Basically, your modem and your computer's dialup software makes a call to Cruzio's modem pool when you click the "Connect to Cruzio" icon on your desktop. A modem at Cruzio answers the call and negotiates with your modem about the speeds and protocols the session will use. Your computer's software sends your login and password information to Cruzio where it is authenticated. Then your connection is complete and you can do whatever you want on the Internet.

Because you don't need it. Your computer already comes packaged with dialup software, at least one Web browser program and at least one email program. ISPs that give you software just package those basic software programs into one big pile. That's all fine and good until something goes wrong!

Yes! All Cruzio modems in the 56k modem pool are v.92 enabled. These include all modems accessed via numbers local to Santa Cruz county. Additionally, most of the modems available to customers using our nationwide access numbers are also v.92 enabled.

Windows
1. Error 691
2. Error 630
3. Error 645
4. Error 650

Not OS Specific
1. Error 680\No Dial tone\Could Not Detect A Dial tone
2. My computer just dials repeatedly, each time asking me for my password, how do I get it to connect?

Macintosh
1. Authentication failed
2. The Connection Attempt Failed, The Port May Already Be In Use By Another Application

WINDOWS:

1. Error 691: "The computer you are dialing in to cannot establish a Dialup Networking connection. Check your password, and then try again."

In almost all cases this is caused by an incorrectly typed username or password. The formula for a correctly typed Cruzio username or password is typically the following:

A 5-character username consisting of a lowercase 'x' and four numbers, an example: x1234
An 8-character password consisting of four lowercase letters, followed sequentially by two uppercase characters and two numbers, an example of this formula: xxxxXX12

The only exceptions to this rule are the following:
Static Dialup customers, your username would start with the word 'stat' and would be followed by four numbers, example: stat1234

DSL backup usernames start with the word 'backup', example: backup1234
DSL users with Static IP Addresses have usernames that start with 'sback', example: sback1234

You can call Cruzio technical support at 459-6301 option 4 to have us confirm that you have the correct username/password combination and that your account is paid-up and active.

The remainder of these received errors are misconfigured/corrupt Microsoft Dialup Networking software or multiple Winsock.DLL files, you should also call Cruzio technical support to see if we can help you configure this correctly, make sure to have your Windows Operating System CD-ROM in hand when you call.

Please Note: It is at our discretion whether we decide to help you make modifications of this sort to your Windows Operating System. Cruzio will not be held accountable for any instability or damage that may result from modifications of this sort.

2. Error 630: "The computer is not receiving a response from the modem. Check that the modem is plugged in, and if necessary, turn the modem off, and then turn it back on."
This means precisely what it states, the actual hardware component called the modem is unable to communicate with the rest of the computer. This can mean that the modem, if external, is not connected properly. In this case, simply check the connections to the modem, making sure that they are secure, also turning off the power and turning it back on can help to reset the modem.
In some cases this means that the installed software (Driver) by which the modem communicates to the rest of the computer is not installed properly. You may want to consider reinstalling the Driver software that came with the modem. The directions that explain this procedure can be obtained from the manufacturer of the computer or modem, sometimes these instructions can be found on the Driver floppy disk or CD-ROM within what is called a README file.

In most cases, however, the modem is an internal component (the phone jack on the back or side of your PC), and the option of checking the connections or turning - only it - off and on, simply does not exist. Also, in most cases, this error message is received when the hardware has undergone some sort of trauma (power surge, physical stress, etc.) and performing these steps will not solve the problem, but you're welcome to give it a try if you're feeling so adventurous.

What we recommend foremost is to contact the manufacturer of the modem so that they might perform some diagnostics, thereby determining whether or not he modem is working properly.

3. Error 645: "Dialup Networking could not complete the connection to the server. Check your configuration and try the connection again."
This problem is usually easily solved. In Windows XP: Verify that your user name and password are correct. If this resolves the issue, skip all the remaining steps. Click Start, point to Programs, point to Accessories, point to Communications, and then click Dialup Networking. Right-click the icon for your connection, and then click Properties.

In Windows 95 or 98: Click the Server Types tab, click to clear the Require encrypted password check box, and then click OK. You may also receive this error in Windows 95 if TCP/IP is not installed and a dialup connection is attempted, in which case, you would want to contact the manufacturer of the computer to have Tech Support assist you with the reinstallation of this component.

In Windows ME: Click the Security tab, click to clear the Require encrypted password check box, and then click OK.

4. Error 650: "The computer you're dialing into does not respond to a network request."
Double-click the My Computer icon, Double-click on the Dialup Networking icon, Locate your connection icon for Cruzio, Right-click on this icon and select Properties, go to the tab labeled Server Types, is there a check in 'Log On To Network'? Please take it out.

If 'Log On To Network' is NOT checked, this may also mean that you either have no winsocks or they are corrupt. Please reboot your computer. If the problem persists, give us a call here in Technical Support at 459-6301 extension 4, so that we might assist you with the reinstallation of your Communications components.

Please be sure to have your Windows 98 CD-ROM with you when you call.

Please Note: It is at our discretion whether we decide to help you make modifications of this sort to your Windows Operating System. Cruzio will not be held accountable for any instability or damage that may result from modifications of this sort.

NOT OS SPECIFIC:

1. Error 680\No Dialtone\Could Not Detect A Dial tone:
These errors can be caused by one of several things, commonly, a modem which is unable to hear a dial tone because:

A. The phone cord is not plugged into the modem or the phone jack properly, unplug and replug both the side of the phone cord which goes into the modem and the side which goes into the wall-jack. If you have a spare telephone cable, try swapping this out to see if the line you were using is problematic.
B. The modem may be plugged into a dead wall jack, try plugging a telephone into the wall jack to see if you hear a dial tone, can you make an outgoing call? If not, contact AT&T by dialing 611, they can, more often than not, help fix this problem while you're still on the telephone with a AT&T representative.
C. The modem may be faulty or has a bad Driver/Script installed. Consult the manual/software that came with the modem, if you feel confident reinstalling the Driver/Script that came with the modem, give it a try. If you don't feel comfortable doing this, you should give the Technical Support representatives for the modem manufacturer a call at the number provided with the product.
D. The phone cord may be plugged into the wrong port on the back/side of the computer. The modem port should be labeled (albeit not always clearly) by either the word 'line', a modem icon, or just by an icon which looks like a telephone handset. I recommend consulting the manual that came with the computer to verify the modem port.

2. "My computer just dials repeatedly, each time asking me for my password, how do I get it to connect?"
If you're on a Windows machine, stop this process completely, close any windows that you have open. Double-click the icon My Computer, Double-click Dialup Networking, Locate your connection icon for Cruzio, Double-click it, do not click "Connect". What shows up in the 'User name' box?

Most often, this is caused by an incorrectly typed username or password. The formula for a correctly typed Cruzio username or password is typically the following:

A 5-character username consisting of a lowercase 'x' and four numbers, an example: x1234
An 8-character password consisting of four lowercase letters, followed sequentially by two uppercase characters and two numbers, an example of this formula: xxxxXX12

The only exceptions to this rule are the following:
Static Dialup customers, your username would start with the word 'stat' and would be followed by four numbers, example: stat1234
DSL backup usernames start with the word 'backup', example: backup1234
DSL users with Static IP Addresses have usernames that start with 'sback', example: sback1234

You can call Cruzio technical support at 459-6301 extension #4 to have us confirm that you have the correct username/password combination and that your account is paid-up and active.

MACS:

With the MacOS there are considerably fewer error messages to deal with.

1. Authentication Failed: As it says, the Username/Password being entered is not being accepted by the server you're dialing into. The formula for a correctly typed Cruzio username or password is typically the following:

A 5-character username consisting of a lowercase 'x' and four numbers, an example: x1234
An 8-character password consisting of four lowercase letters, followed sequentially by two uppercase characters and two numbers, an example of this formula: xxxxXX12

The only exceptions to this rule are the following:

Static Dialup customers, your username would start with the word 'stat' and would be followed by four numbers, example: stat1234

DSL backup usernames start with the word 'backup', example: backup1234

DSL users with Static IP Addresses have usernames that start with 'sback', example: sback1234

You can call Cruzio technical support at 459-6301 extension #4 to have us confirm that you have the correct username/password combination and that your account is paid-up and active.

2."The Connection Attempt Failed, The Port May Already Be In Use By Another Application"
This means one of two things:

The modem is plugged into a port (modem/printer/etc.) which is not selected in the Modem Control Panel, in which case you should go to the Apple Menu (the Apple icon in the upper left-hand corner) to Control Panel, to Modems, making sure that the port which the modem is physically plugged into on the back of your computer is the one actually selected.

The modem may be faulty or has a bad Modem Script installed. Consult the manual/software that came with the modem, if you feel confident reinstalling the Script that came with the modem, give it a try. If you don't feel comfortable doing this, you should give the Technical Support representatives for the modem manufacturer a call at the number provided with the product.

Try typing your username and password in a blank document, either a Notepad or SimpleText document will do, do all of the characters appear as they've been typed? If not, and you've checked that both 'Number Lock' and 'Caps Lock' are not enabled, contact the Tech Support specialists for the manufacturer of your computer, it looks like your computer might need to have some diagnostics performed to verify that both the keyboard and computer are functioning properly.

Although your paperwork may reflect a username and password that you remember being current, things change. There may have been an instance where, for emergency purposes, you had to call us up here in Technical Support and have your username or password changed at one point. Give us a call here in Technical Support, 459-6301 extension #4, so that we can verify the username and password that you're typing to connect.

Are you sure that your bill is completely up to date? Contact Cruzio Customer Service at 459-6301 extension #2 to verify that this is, in fact, the case.

Errors of 'Type 1' or 'Type 2' on a MacOS machine indicates a lack of system resources, this may mean that the applications that you're trying to run require more RAM or a faster CPU than you have installed. Again, contacting the manufacturer or a consultant is recommended.

AT&T is currently updating their equipment in rural areas. They plan to provide high speed DSL service to all customers in the county. It is unclear if these updates will affect modem users.

Regardless the existence of a Pair Gain box, the data that is being transferred between our computers and yours has to travel over common telephone lines. In certain cases, these lines are over half a century old. The inconsistencies or slowness experienced on these lines is variable. We recommend contacting AT&T at 611 to have the continuity or transfer-abilities of your telephone line tested. They are, more often than not, able to test the lines with you on the line, while speaking to a AT&T representative.

From within Outlook Express, Click the 'Tools' menu, then choose 'Options', select the 'Connection' tab and uncheck "Ask before switching dialup connections" and "Hang up after sending and receiving".

From within Outlook 2000, choose the 'Tools' menu, then choose 'Options', Click the 'Mail Delivery' tab and uncheck "Hang up when finished sending, receiving and updating".

If you're not an Outlook user and you're still getting disconnected at random intervals, please give us a call here in Technical Support, 459-6301 option #4, or mail us at helpdesk@cruzio.com and we can help to determine the source of the problem, be it a misconfiguration or (often inaudible) noise on your telephone line.

It is important to unplug all phones or faxes connected to the same phone line that your modem is using. Also it's not a good idea to plug the phone line your modem uses into a power surge protector or other kinds of electronic devices or switches.

The reason behind this is that the phones and faxes recharge their memories from the telephone line. When this takes place it puts electrical noise onto the line, causing unreliable network connections or even making the modem disconnect.

You also should check that your email program is set to check for mail every 5 minutes. Cruzio has an automatic 15 minute "time-out" set to disconnect users who's connection has been inactive for more then 15 minutes. Often when reading and answering email or reading a Web page it may appear to our automated server systems that you have left your computer, so it automatically disconnects. By setting your email program to check mail every 5 minutes, your computer will keep our automated system from disconnecting you.

Sometimes when downloading large files from Internet sites, your modem disconnects before the download is complete. This can be very annoying due to the time it takes to download a large file. When your computer contacts a host computer to download a file, the file is broken up into packets and sent to your computer. At the same time the host computer is also sending packets to other computers that have requested the same file. The host computer sends the first packet to each computer, then sends the second packet to the group in order, and so on. If there are a lot of computers asking for the same file, there may be a long wait between delivery of each packet. This delay can cause your computer to disconnect prematurely.

Listed below are download sites of two shareware programs that will help with this annoying problem:
Windows 9X/2000/XP
GetRight (http://www.getright.com/) allows graceful recovery and resuming if you are disconnected in the middle of saving a file from the Web to your hard drive, for example: if you have finished getting 95% of a 10 MegaByte file and get disconnected, GetRight just finishes getting the last 5% without restarting from the beginning! The only drawback of this program is that the server you are downloading from must support partial requests.

Macintosh
Monica (http://www.blackdiamond.co.za/bdmonica.html) is very efficient download manager. Just drag and drop or paste the URL of an HTTP or FTP file into Monica and it will queue the files and download them later at your request. Monica will restart lost connections and resume downloads if this option is available.

Your phone line connects to your home at a little junction box. Most houses more than a few years old have junction boxes which tend to be home for spiders, tons of dust and dirt and often some form of invasive climbing vine.

Add rain and this material conducts electricity a little better, viola! Shorting phone lines.

If you are experiencing random disconnects, one of the best things you can do is make sure your phone terminal box on the side of your house is dry and clean. BE CAREFUL if you mess with wires. A good rule of thumb here is: If you don't know what you're doing, don't do it. If the problem persists, call AT&T at 611 and ask them to test your line for static or line noise. Even if your phone box is dry and clean, the cross connect "bulb" at the telephone pole or the line junction box on the corner might have the same problem. We've seen whole neighborhoods, especially in SLV and in the outlying areas, experience disconnect and line noise problems during and after storms.

If you are still seeing modem problems and have checked your outside wiring and asked the telco to do a line noise check, please call Cruzio support at 459-6301 option 4, or mail us at support@cruzio.com and we'll work with you to figure out what's happening.