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This advice is from my experience over the past year with MediaOne. It is not expert advice, but rather information and experiences I have accumulated while talking to the MediaOne Tech Help. Use at your own risk!!!!

 

Chapter 1: Uh Oh! You have no connection.

 

What to notice and write down first off:

Look at the modem. Do you have two steady lights?

 

No - There is likely trouble in the cable company's system. Call the status line or tech help.

Yes - Your modem is connected to the network. Continue......

 

Open your TCP/IP control panel. From the Apple Menu or HD:System Folder:Control Panels.

Notice the IP Address. It should NOT start with 169.***

 

If it starts with something other than 169.*** you have a valid IP address and the problem is likely with your browser or system software.

 

*Try quitting the browser and restarting it.

*Clear the cache.

*Trash the browser preferences and restart browser.

*Run Disk 1st Aid

 

If it starts with 169.*** you have an invalid IP address.

 

*Call your ISP's Status Line to get an idea if there is trouble in your area

*Call tech help, but.....

*There are some steps you can take. Continue.....

 

There are a number of steps you can take. You can choose to do them one at a time or do them all at once. They are progressive. In order to do step 2 you must have first done step 1.

 

STEP 1:

*Trash the TCP/IP preferences:

Drag the "TCP/IP Preferences" to the trash. (HD:System Folder:Preferences:TCP/IP Preferences)

Empty the trash.

 

*Reset the TCP/IP Control Panel:

Open your TCP/IP control panel. From the Apple Menu or HD:System Folder:Control Panels.

The window should look like this.....

 

 

 

The settings should be...

Connect via: Ethernet

Configure: Using DHCP Server

 

From the edit menu choose "User Mode" and this window will appear.....

 

 

choose "Advanced", click OK

 

Click on the "Options" button and this window will appear.....

 

 

 

Make TCP/IP: Active

Make sure the "Load only when needed" checkbox is UNCHECKED

 

Close the window and you will be asked if you want to save the changes, select Save.

 

Launch your browser.... does it connect?

Yes...... Yipee!!!!!

No...... Let's try again.....

 

 

STEP 2:

*Check the TCP/IP control panel to confirm you still don't have a valid IP address.

*Repeat Step 1

*Trashing the MacTCP DNR file with systems prior to 9.0(temporarily):

 Trash the MacTCP DNR file. (HD:System Folder:MacTCP DNR)

 Do NOT empty the trash. Just in case...

 

*Rebuild the DeskTop: (optional, but a good idea at this point)

How ever you like to rebuild your desktop will work. Holding down the command and option keys at start up will work, but it isn't the best way to do it.

I use a freeware utility named Trash*Desktop which deletes the files so that the system can create completely new ones. It can be found at <http://www.plugin.ch/opus/freeware>. Yes, I hear you bellowing "but I can't get on-line you moron!!!!!!" Well, once we get you back online go get it. You'll be glad you did.

 

*Restart your Mac and Launch your browser.... does it connect?

 

Yes.... Yipee!!!! You can empty the trash now.

No..... "****" there is one last thing to try before calling your ISP. Take a deep breath and count to ten.

 

  

STEP 3:

 

*Check your IP address to confirm you still don't have a valid IP address.

*Make sure that the System reinstalled a new MacTCP DNR file. If it didn't..... you've got bigger troubles and it's time to reinstall the system software.

*Repeat Step 1.... Step 2 isn't really necessary.

*Shutdown, Pull the Plug on the Modem & Restart in reverse order:

*Shutdown your Mac

*Unplug the modem

*Wait three minutes

*Plug the modem back in

*Wait until the modem goes trough it's routine and it has two steady lights

*Restart your Mac

*Check the TCP/IP Control Panel to confirm that you reset it properly

*Launch your browser.... does it connect?

 

Yes...... Yipee!!!!!

No...... That's about all you can do. It's time to call your Cable ISP.

 

Eat a chocolate bar, your energy level has got to be waning by now.

 

 

Chapter 2: Talking to your Cable ISP

 

What to do before you call your Cable ISP:

*Get a cup of herbal tea or what ever you might use to soothe your nerves, a portable or speaker phone and a good book or something to pass the time as you are on hold.

*Be ready to exhibit some real patience.

 

What the tech will need to know:

*Your operating system and amount of RAM you have installed.

 

What is likely to happen and what they will ask you to do:

*You will be presented with a number of options by the virtual operator to direct your call to the proper department.

*You will be in a queue and entertained with some elevator music for an inordinate amount of time.

*Eventually you will be connected a live tech.

*The tech will ask a number of questions in order to get the proper help screen in front of him/her. Immediately tell him you are using a Mac.

*You will be led through the same procedures I have outlined. Be patient, these low level techs have a protocol they must employ.

*Hopefully they will be able to get you connected. If they can't, you will be given a ticket# and be put into another queue for a higher level of tech help.

*Get more tea and another book.

*Once you are connected with this tech you have someone who does have an idea how to help you.

 

If at first you don't succeed (Not all cable guys are equal):

*In my experience the level of expertise at the low level tech help desk is inconsistent at best. If you are told that it is your system and there is nothing that they can do, call again. Hopefully, you will get someone who is more knowlegdgeable and/or more willing to help. Remember PATIENCE!!!!!!!!

*More tea and another book.

 

Chapter 3: Further Reading

Here is a page which has some experiences from techs.

http://www.macnn.com/contributions/dhcp.shtml

 

 

Disclaimer: This advice is from my experience over the past year with MediaOne. It is not expert advice, but rather information and experiences I have accumulated while talking to the MediaOne Tech Help. Use at your own risk!!!!

 

 

 

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