The possible solutions listed here are general suggestions that should work for most systems. However, since there are many different versions of software being used, your solution might vary slightly.
Connection Problems
The computer cannot detect my modem
- Make sure your modem is turned on and connected to the computer
- In the Modems control panel (Start>Settings>Control Panels>Modem), make sure you do not have two modems listed. If you do, remove the one you are not using. If you accidentally remove the wrong one, add it back using the Add... button below the modem list.
The modem can not detect a dial tone
- Make sure the phone cord is plugged into the wall jack and into the modem. If your modem has two phone plug-ins, the one marked 'Line' is the one that the cord should be plugged into.
- Connect a phone to the line your computer is on and make sure there is a dial tone.
The modem does not dial correctly
- Make sure your modem is not dialing the area code or any extra digits in the Dial-Up Networking properties (My Computer>Dial-Up Networking>right-click on Arkwest icon).
An error message says my user name or password is incorrect
- Your user name, as assigned by Arkwest, is case sensitive. Check that you've entered it correctly.
- Your password is case sensitive. Check that you've entered it correctly.
- You may get a password error if your account is already in use. Simultaneous logins are not allowed. For example, you can not be dialed in at work and someone be dialed in at home at the same time.
I have a 56K modem, but can never get connected at 56K speeds.
- Current FCC regulations limit data transmissions to 53kbps.
- Limitations in phone lines - Caller ID, answering machines, and cordless phones can add to the "static" that runs in your phone line. The more static you have, the lower the connection speed will be. Also, if you are dialing through a business PBX system, your speeds wil be greatly decreased.
Frequent disconnects
- If you have call waiting on your phone, it needs to be disabled. The call waiting signal that is sent to the phone, can be detected by the modem as a disconnect signal.
- Your modem may not be using its latest drivers. Arkwest uses v.90 technology, and your modem must be v.90 compliant to achieve a maximum connection. Check with your manufacturer for the latest modem drivers.
- Reduce your connect speed. The commands for contolling the connect speed differ between modem brands, so check with your manufacturer to find the right one for your modem.
Browser Problems
I can get a good connection, but my pages won't load.
- Make sure your DNS numbers are entered correctly.
- In the Arkwest Dial Up Connection properties (My Computer > Dial Up Networking > right-click Arkwest and go down to Properties), click on the Server Types tab, and then click on the TCP/IP Settings button at the bottom of the screen.
- The first button (Server assigned IP address) should be marked, then click on the third button down (Server assigned name server addresses). In the primary DNS box, type 67.14.192.2. In the secondary DNS box, type 67.14.192.3. The two WINS boxes should remain zeroes.
Why can't I download a large file without being disconnected?
- Most phone lines can not reliably support the high speed transfers the Internet offers. The faster information travels, the more likely it is to have a "wreck" in transfer. A possible solution is to lower the transmission speed using your modem's INIT strings. It will take a little longer to download a large file, but it may be a more reliable transfer.
Every time I go to a certain site, I get an error that says the server does not have a DNS entry.
- Make sure you are typing in the address correctly, and putting the correct extension (.com, .net, .org, .edu, .gov) on the end
- It's possible that the site is off-line, or has too many users at that time.
Email Problems
Every time I try to get my mail, my e-mail program can not find the server.
- Your e-mail configuration might be incorrect. In your email client (these instructions will vary per email client), go to the Tools menu and down to Accounts, and then click on the Mail tab. Then click your Arkwest account listed in the accounts list, and click the Properties button. On the servers tab, the incoming server should be set to a POP3 server, and the name should be POP3.arkwest.com. The outgoing SMTP mail server should be mail.arkwest.com.
My user name is invalid.
- Your username is assigned to you by Arkwest when you sign up for service and is normally your e-mail address. If you still have your Arkwest enrollment sheet, it is listed there as your Login Name or User Name; if you don't have it, call 479-495-4260 or 479-489-5060 for assistance.