High Speed DSL Troubleshooting

1. Error 691 message
2. Error 769 message
3. Failed to load TAP error message (Enternet 300)
4. Slow Internet connection
5. Able to connect but cannot surf or check email
6. Disconnects or intermittent sync
7. I still need help!

Problem: Error 691 message.

Possible Solution(s):

1. Your username and/or password has been entered in capital letters. Please enter your username in small letters.
2. You have entered "yourusername" in the username field. This should be entered as "yourusername@vianet.on.ca". (excluding the quotes)
3. You have entered a value in the Domain field under Dial-up settings. This must be left blank.

Problem: Error 769 message. (Windows XP PPPoE)

Possible Solution(s):

1. Your Local Area Connection is disabled. To enable your Local Area Connection:

Click on Start and select Control Panel or Start, Settings and Control Panel. Click on Network and Internet Connections . (Skip this step if you are in classic view.) Click on the Network Connections icon. Right click the Local Area Connection icon and select Enable. Try reconnecting to the Internet.

2. Check the physical connections between the DSL modem and your computer. The network cable may be unplugged.

Problem: Failed to load TAP error message. (Enternet 300)

Possible Solution(s):

1. Enternet 300 is not configured correctly.

Click on Start select Programs or All Programs. Select Vianet Internet Solutions, select Vianet High Speed Internet and click on the Vianet High Speed Internet Icon. Click on Connections at the top and select Settings. Click on the Advanced button. Change filter driver to protocol driver.

2. Uninstall then reinstall Enternet 300.

Problem: Slow Internet connection.

Possible Solution(s):

1. Disable any file sharing programs such as Kazaa or WinMX.
2. Disable or uninstall any Internet connection software. (Download accelerators, Internet accelerators etc.)
3. Shutdown any computers that are sharing the Internet connection.
4. Remove any routers, hubs or switches and connect the DSL modem directly to your PC.
5. Disable or uninstall any Internet sharing software.
6. Scan your PC for spyware or viruses.

Problem: Able to connect but cannot surf or check email.

Possible Solution(s):

1. Disable or uninstall any Internet connection software. (Download accelerators, Internet accelerators etc.)
2. Disable or uninstall any Internet sharing software.
3. Scan your system for spyware or viruses.
4. Disable any firewall software. (Zone Alarm, Norton Internet Security, McAfee Firewall etc.)

Problem: Disconnects or intermittent sync.

Possible Solution(s):

1. Please read the DSL Install Guide and make sure everything is setup correctly.
2. If you suspect you are losing sync:

Move the DSL modem away from any items that may be creating radio frequency interference. (eg, Wireless devices, halogen lamps, cordless phones.) Unplug all phones and line filters and then try reconnecting. This will help determine if one of the phones may be creating line noise and/or you may have a defective line filter.

3. Your web browser (eg, Internet Explorer) is set to "Disconnect when connection may no longer be needed" or "Disconnect if idle for 20 minutes". To disable this feature:

Open Internet Explorer. Select the Tools menu and click on Internet Options. Click the Connections tab at the top. Click the Settings button located on the right hand side. Click the Advanced button located near the bottom right hand corner. Remove the bottom two checkmarks. Keep clicking OK until the only remaining window open is Internet Explorer. Reconnect to the Internet.

4. Remove any routers, hubs or switches and connect the DSL modem directly to your PC.

Problem: I still need help!

A: Please fill out our Online Support Form or contact Vianet Technical Support at 1-800-788-0363.