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Troubleshoot ADSL (DSL), Cable, Dialup Modems & Connections

This page deals with DSL, cable & dialup Modem troubleshooting. You can find other network troubleshooting resources here:

Page Index

ADSL (DSL) & Cable Modems

 
Your computer may unexpectedly stop responding when you try to install modem drivers on a Windows XP Service Pack 2-based computer

When you try to install the drivers for a BeWAN ADSL USB ST modem or for a for a ZyXEL Omni.net ISDN USB modem, your computer may unexpectedly stop responding.
Windows Does Not Detect a SpeedStream 4060 USB ADSL Modem

When you try to install a SpeedStream 4060 USB ADSL modem from Efficient Networks on your computer, you may not be able to install the vendor-supplied installation software. You may also receive the following error message:

There was a problem installing this hardware - Efficient Networks Speedstream 4060 Modem - An error occurred during the installation of the device. The required section was not found in the INF.
A broadband connection that requires a user name and a password is not available in Windows XP

Describes how to resolve an issue where a broadband connection that requires a user name and password is not available in Windows XP.
Support WebCast: Microsoft Windows XP: Troubleshooting Internet Connectivity

This WebCast provides an overview of Internet connectivity support in Microsoft Windows XP, along with information about how to troubleshoot an Internet connection. This discussion includes the use of Modem Diagnostics, Network Diagnostics, IPConfig, Ping, and other troubleshooting tools to test the connection, as well as some general guidance about sharing an Internet connection with other computers on a home or small office network.
How to create a PPPoE connection in Windows XP

This step-by-step article describes how to install the PPPoE client and to create a PPPoE connection. Windows XP includes a built-in PPP over Ethernet (PPPoE) client. The PPPoE client connection is a high-speed connection that uses hardware such as a cable modem or a DSL modem.
Missing RawESR Driver When You Open DSL Connection in Windows XP

When you attempt to open a DSL connection after you upgrade your computer to Windows XP, you may receive the following error message:

RawESR.sys cannot be found.

You may also receive this error message when your computer attempts to open the connection automatically.
You receive a "Limited or no connectivity" message on a computer that is connected to the Internet by a DSL modem or a cable modem after you install Windows XP Service Pack 2

After you install Windows XP Service Pack 2 on a computer that is connected to the Internet by a digital subscriber line (DSL) modem or by a cable modem, you may receive a message about limited connectivity. This article describes why you receive the message. This article also contains a step-by-step workaround that you can use to disable this error message. This article contains links to other articles that contain information about similar problems and solutions.
Repair Option Is Not Available in the Network Connection Properties

When you right-click the icon for a local area network (LAN) or a high-speed Internet connection (such as a DSL), the Repair command may be unavailable.
AOL file downloads may abruptly stop or AOL broadband connections may be dropped after you install Windows XP Service Pack 2

When you try to download a file by using America Online (AOL) software, the download process may abruptly stop with any type of network or Internet connection.

Additionally, your computer may abruptly drop your connection to AOL if you are connected over a broadband connection, such as a digital subscriber line (DSL).
Error Message "Error 633" When Starting Broadband Connection

When you attempt to make a broadband connection, you may receive the following error message:

Error 633 - the modem (or other connecting device) is already in use or is not configured properly.
Help and Support Center Does Not Automatically Connect to the Internet

When you click Start, click Help and Support, and then click Keep my computer up-to-date with Windows Update, you may receive the following informational message:

Internet Connection is Required

To view this page, you must be connected to the Internet. To connect to the Internet now, click Connect.


When you click Connect, you may receive the following error message:

Internet Connection is Required

Internet Connection Could Not Be Established


There was a problem in connecting to the Internet. To attempt to connect again, click Try Again.

This problem occurs although you have selected Always dial my default connection on the Connection tab in Internet Options. However, Internet Explorer can connect to the Internet automatically.

This problem may occur if you have at least one LAN adapter installed and active in your computer, and you also use Dial-Up Networking. For example, your broadband DSL connection is visible for the system as a dialup link, but you must have a LAN adapter because the PPPoE protocol is in use. This does not occur when there is not an active LAN adapter in your computer.
Resources for Troubleshooting Internet Connection Sharing in Windows XP

This article is intended to assist you in using the Internet Connection Sharing Troubleshooter that is included in Windows XP Help and Support Center, and to provide a list of online support services that may help you solve your problem.

The Internet Connection Sharing Troubleshooter includes step-by-step instructions for troubleshooting the following Internet Connection Sharing (ICS) problems in Windows XP:
  • You cannot receive e-mail messages on an Internet Connection Sharing client computer.
  • Your Internet Connection Sharing client or host computer dials out without notifying you.
  • Internet Connection Sharing does not automatically dial.
  • You need Setup information for Internet Connection Sharing.
  • Your digital subscriber line (DSL) or cable modem Internet connection is slow.
  • You cannot browse the Internet from an Internet Connection Sharing host computer.
  • You cannot browse the Internet from an Internet Connection Sharing client computer.
Third-party DHCP server may assign duplicate IP addresses to clients that are behind a network bridge

Your Dynamic Host Control Protocol (DHCP) client computer is located behind a Microsoft Windows XP-based host computer and has a network bridge configured. Your DHCP client computer tries to obtain an IP address from a third-party DHCP server. You receive a "duplicate IP address" error message. This issue may occur in network environments where a DSL modem, router, or switch acts as a DHCP server.
You cannot create a network connection after you restore Windows XP

After you install Service Pack 1 (SP1) for Microsoft Windows XP, you may experience the following symptoms:
  • You cannot create a remote access or dial-up networking connection. All items on the "Network Connection" page of the New Connection Wizard are unavailable (dimmed). You may also receive the following error message:
    • Cannot load Remote Access Connection Manager.
      Error 711
  • The Network Connections folder is empty.
  • The Internet Connection Sharing and Internet Connection Firewall (ICF) services do not start because of a dependency failure.
  • When you try to connect to AOL Broadband (DSL or cable), you may receive the following error message:
    • Connection failed. Your Windows network is not properly configured.
  • When you try to start the Remote Access Connection Manager service, you may receive the following error message:
    • Could not start the Remote Access Connection Manager service on Local Computer. Error 5: Access is denied
    • Note You receive this error message even if you are logged on with an account that has administrative credentials.
  • When you try to start the Remote Access Connection Manager service, you may receive the following error message:
    • Could not start the Remote Access Connection Manager service on local computer. Error 1068.
  • When you try to enable Internet Connection Sharing on a Windows XP Home-based computer, you may receive the following error message:
    • Could not start the Remote Access Auto Connection Manager service on local computer. Error 1068. The dependency service or group failed to start.
Network Diagnostics for Windows XP is available to help identify and fix network connection problems

This article discusses the Network Diagnostics for Windows XP tool. This tool is available to help you identify and fix connection problems. These connection problems may occur with computers on a home network that connect to the Internet by using a cable modem or by using a digital subscriber line (DSL) modem.

The Network Diagnostics for Windows XP tool can help troubleshoot some of the most common connection problems that you may encounter in a home networking environment.

To diagnose network connectivity status, the Network Diagnostics for Windows XP tool analyses the following tests:
  • IP configuration test
  • Default gateway test
  • Winsock test
  •  DNS test
  • Firewall test
  • Internet connectivity validation test
Error Message: Invalid DHCP Lease

When you attempt to view a Web page in Internet Explorer using a cable modem, you may be unable to do so or you may receive the following error message:

Invalid DHCP lease
Troubleshooting cable modems

This article describes how to troubleshoot problems with cable modems in Microsoft Windows XP.
Computer Restarts Unexpectedly When You Browse the Internet

While you browse the Internet, your computer may restart unexpectedly.

This behaviour can occur if both of the following conditions are true:
  • A broadband cable modem or an asymmetric digital subscriber line (ADSL) modem is installed on your system, and the modem is using drivers that cause a fatal system (STOP) error.
    • Note: Depending on your system configuration, the resulting blue-screen error message may not be displayed long enough for you to record the error information.
  • The Automatically restart check box is selected under System failure in the Startup and Recovery dialog box (under System Properties).
Long delay before files appear in My Computer in Windows XP

When you click Start and then click My Computer, or when you double-click My Computer on your Windows desktop, Windows may search (a flashlight may appear) for a long time (for example, 5 minutes) before files appear.

This problem may occur if you install or use any of the following:
  • Windows Image Acquisition (WIA)
  • HP ScanJet 4400C/4470C
  • HP ScanJet 5400/5470C
  • RCA DCM 215 DSL Modem
  • Cable Modem (model unknown)
Windows XP Internet Programs Cannot Connect to the Internet Through Broadband Connection

When you try to use a Windows XP Internet-based program, such as Microsoft Windows Media Player or Help and Support Center, and you are using a broadband connection that has an established connection either to a broadband provider or to an Internet Service Provider (ISP) that uses proxy services, the Windows XP program may not detect the active connection.

You may receive either an error message that says "The destination is unreachable" or a prompt that asks you to create or configure the Internet connection.
You cannot check for updates to the broadband networking software after you install Windows XP Service Pack 2

After you install Microsoft Windows XP Service Pack 2 (SP2), you cannot check for updates to the Microsoft Broadband Network Utility (BNU). On the Help menu for BNU, when you click Check for Updates Online, the Broadband Networking Update Service Web site does not load.
A broadband connection that requires a user name and a password is not available in Windows XP

When you select the Connect to the Internet and Setup my connection manually option buttons in the Microsoft Windows XP New Connection Wizard to create a new Internet connection that requires a username and a password, the option to supply a username and a password may not be available.
Many PPPoE Clients from Third-Party Vendors May Not Operate Properly or Be Installed in Windows XP

Many Point-to-Point Protocol over Ethernet (PPPoE) clients from third-party vendors may not operate properly or be installed in Windows XP.
How to change the PPPoE MTU size in Windows XP

This article describes how to change the Point-to-Point Protocol over Ethernet (PPPoE) Maximum Transfer Unit (MTU) size.
"Error 769" Error Message When You Try to Connect to the Internet Through a PPPoE Connection

When you try to connect to the Internet by using a Point-to-Point Protocol over Ethernet (PPPoE) connection, you may receive one of the following error messages:

Error 769: The specific destination is not reachable.

Or

Error 769: "Either you specified a destination address that is not valid, or your remote server is down."

Dial-up Modems & Connections

How to create and use the Modemlog.txt file

This article describes how to create and use a Modemlog.txt file for troubleshooting modem problems using 32-bit communications programs.
You receive a "Windows was unable to install the modem" error message when you try to install a modem on your Windows XP Service Pack 2-based computer

When you try to install a serial modem or a universal serial bus (USB) modem on your Microsoft Windows XP Service Pack 2 (SP2)-based computer, you may receive the following error message:

Windows was unable to install the modem
Resources for troubleshooting modem problems in Windows XP

This article discusses the Modem Troubleshooter that is included in the Microsoft Windows XP Help and Support Center. Additionally, it will give you a list of online support services.
How To Configure and Use Dial-Up Connections in Windows XP

To dial into and log on to your company network, you must create and configure a connection. This article describes how to create and configure a dial-up connection in Windows XP.
Error message when you try to initiate a dial-up networking connection by using a smart card: "Error 0x80090016 - NTE_BAD_KEYSET"

When you try to initiate a dial-up networking smart card connection, you may receive the following error message:

Error 0x80090016 - NTE_BAD_KEYSET
"Error 691" or "Error 734" When You Attempt to Establish a Dial-Up Connection in XP

When you attempt to establish a dial-up connection, you may receive an error message similar to one of the following:

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

Or

Error 691: Access was denied because the username and/or password was invalid on the domain.

Or

Error 734: The PPP link control protocol was terminated.
As a result, you cannot establish a dial-up connection.

Dial-Up Networking Connections Do Not Work After Upgrade to Windows XP

When you upgrade your Microsoft Windows Millennium Edition (Me) or Microsoft Windows 98-based computer to Microsoft Windows XP, your Dial-up Networking connections may not work as expected.

When you attempt to navigate through a Dial-up Networking connection, Microsoft Internet Explorer attempts to connect through a proxy server. If the proxy server is unreachable through the Dial-up Networking connection, you receive the following error message:

The Page cannot be displayed.

If the proxy server is reachable, the user's connection uses the proxy server unintentionally.
How To Save and Restore Dial-up Connections in Windows XP

This step-by-step article describes how to use the Remote Access Phonebook (Rasphone.pbk) file to save and later restore dial-up connections, and to copy your computer's connections to other computers.
"Network and Dial-up Connections" folder icons missing

When you open the Network and Dial-up Connections folder, your Local Area Connection and dial-up connection icons may not be visible, although networking continues to function correctly. The only icon in the folder is the Make New Connection icon.

Also see: How to troubleshoot missing network connections icons in Windows Server 2003 and in Windows XP
You cannot successfully autodial a dial-up connection in Windows XP Media Center Edition 2005

n Microsoft Windows XP Media Center Edition 2005, you cannot successfully autodial a dial-up connection. You receive the following error message:

Dial-up connection is not working. Check the dial-up connection properties.
Error 633 occurs when you try to create a dial-up connection using a Bluetooth mobile phone in Windows XP Service Pack 2

Describes a problem where you cannot create a dial-up connection in Windows XP by using a Bluetooth mobile phone. To work around this problem, try to connect again. You may have to restart your computer before you connect.
How To Configure and Use Callback for Dial-Up Users in Windows XP

For security and cost savings, you may want to configure a dial-up connection so that the server calls back your client computer. When you do this, the server-end incurs most of the telephone charges and stores the phone numbers of the computers with which it communicates.

This article assumes that a dial-up server is configured to allow dial-up users and that it is configured to use the callback feature. This article discusses the steps that an administrator needs to configure a Windows XP client to use the callback feature when dialing and connecting to a server.
How to Troubleshoot "No Dial Tone" Issues in Windows XP

When you try to dial out by using your modem, you may receive an error message that is similar to the following: Error 680: There is no dial tone This article describes how to troubleshoot "no dial tone" issues in Windows XP.
Dial-Up Connection in ICS Does Not Prompt to Disconnect on Client

When you quit Microsoft Internet Explorer on an Internet Connection Sharing (ICS) client computer, you are not prompted to disconnect. The dial-up connection on the ICS host computer remains connected.

If you quit Internet Explorer on the ICS host computer, you are prompted to disconnect from a dial-up connection.
Cannot Reconnect the Dial-up Connection on a Bluetooth Modem, and You Receive an "Error680 : No Dial Tone" Error Message

When you try to reconnect a dial-up connection by using a Bluetooth modem or a Bluetooth cellular phone after the Bluetooth power is turned off and on, the connection may fail, and you may receive an error message.
You Are Prompted to Use a Dial-Up Connection When You Try to Use a Network Connection

When you try to connect to the Internet through your network connection, you are prompted to use a dial-up connection instead.

This problem occurs after you have synchronized offline files in Microsoft Internet Explorer. When you do so, the Always dial my default connection option on the Connection tab of the Internet properties is automatically turned on and the Never dial a connection option is turned off.
Dial-Up Connection to AOL Stops Responding While Initializing the Modem

When you try to establish a dial-up connection to the Internet by using America Online (AOL) 7.0, you may receive the following message:

Initializing modem

After you receive this message, the modem stops responding and disconnects.
How To Disable the Save Password option in Dial-Up Networking

When you dial a phonebook entry in Dial-Up Networking, you can use the "Save Password" option so that your Dial-Up Networking password is cached and you will not need to enter it on successive dial attempts. For security, administrators may want to prevent users from caching passwords.
User Name and Password Not Retained for Dial-Up Connection in XP Service Pack 1 (SP-1)

When you try to connect to the Internet by using a dial-up connection, the Connect dialog box does not retain your user name or password.
You Cannot Change the Dial-Up Connection Phone Number

When you try to use a dial-up connection to connect to the Internet, the modem does not dial or it misdials the phone number. If you try to use the phone book to change or correct the dial-up connection phone number, the entries are not available or they are not correct.
The Point-to-Point Protocol Dial-Up Sequence

This article defines Point-to-Point Protocol (PPP) and discusses the dial-up sequence that the Windows Remote Access Service (RAS) implements.
Unable to Create a "My Use Only" Dial-Up Connection

When you create a new dial-up connection on a Microsoft Windows XP Home Edition- or Microsoft Windows XP Professional-based computer, the My use only connection option is not available.
Custom Connection Manager Dial-up Dialer Will Not Work After Custom VPN Dialer Is Used

When you use Connection Manager Administration Kit (CMAK) to create a custom dial-up Connection Manager dialer and a custom virtual private network (VPN) Connection Manager dialer, and you use both dialers on one computer, the dial-up Connection Manager will not work after the VPN Connection Manager dialer has been used.
Dial-Up Connection Icon Does Not Indicate That It Is the Default Connection

After you set a dial-up connection as the default connection, the icon does not change in the Network Connections tool window. To indicate that this connection is the default connection, Windows should superimpose over the top end of the connection icon a small black circle with a white check mark. The default-indicator icon does appear after you press the F5 key to refresh the screen.
Cannot access network resources after you establish a Dial-up Networking connection and log on to the domain

After you establish a Dial-Up Networking connection and log on to the server using your domain user name and password, and you try to access a domain resource, you may be prompted to enter your domain user name and password or you may be denied access to the resource.
Internet Connection Sharing Clients Cannot Connect If Host Is Using an AOL Dial-Up Connection

If you connect to the Internet by using AOL 7.0, you cannot share the connection by using Internet Connection Sharing (ICS).

Client computers on your home network cannot connect to the Internet on this connection. The computer that is sharing the connection to America Online, however, has no problems connecting to the Internet.

If you try to access the properties of the AOL dial-up connection to view the Internet Connection Sharing properties, no properties are available.
"Error 735" Error Message and Dial-Up Networking Connection Appears Connected Although You Are Disconnected

When you are disconnected from a dial-up networking connection to a remote access server in Microsoft Windows XP or Microsoft Windows 2000, you may find that the status of your connection appears as "Connected", although you are no longer connected. Additionally, you may receive an error message that is similar to the following:

Error 735: The requested address was rejected by the server
"Error 721," "Error 678," "Error 691," or "Error 777" error message when you try to establish a dial-up connection after you upgrade to Windows XP

hen you try to establish a dial-up connection after you upgrade your computer to Microsoft Windows XP from Microsoft Windows 98, from Microsoft Windows 98 Second Edition, or from Microsoft Windows Millennium Edition (Me), you may receive an error message that is similar to one of the following:

Error 721: The remote computer is not responding.

Error 678: The remote computer failed to respond.

Error 691: Access was denied because the user name and/or password was invalid on the domain.

Error 777: The connection attempt failed because the modem or other connecting device on the remote computer is out of order.
Modem Automatically Attempts to Establish a Dial-Up Connection When You Start Your Computer or Start a Program

When you start your Windows XP-based computer or start a program on your computer, the modem may attempt to automatically dial a connection to your Internet service provider (ISP).
Only one dial-up connection program starts if many connection programs are installed in Windows XP

If you install more than one remote access connection program, only one of the connection programs starts correctly. For example, if you install The Microsoft Network (MSN) software, and then you install AOL software, the AOL software may start, but the MSN software does not start.
Windows XP SP2-based VPN or dial-up client cannot access remote resources

You connect a Microsoft Windows XP Service Pack 2 (SP2)-based computer to a remote access server by using a virtual private network (VPN) or a dial-up connection. Then you cannot access any remote resources.
Dial-up modem or PPPoE option in New Connection Wizard is unavailable

If you use the New Connection Wizard to create a new dial-up modem or PPP over Ethernet (PPPoE) connection, you may experience any one or more of the following issues:
  • The Connect using a dial-up modem option in the New Connection Wizard is unavailable (appears dimmed).
  • The Connect using a broadband connection that requires a user name and password option in the New Connection Wizard is unavailable.
  • My Location does not appear in the Phone and Modem Options dialog box.
Therefore, you cannot create a dial-up modem connection or PPPoE connection to the Internet.
"Operator-Assisted or Manual Dial" Error Message

When you use a dial-up connection to connect to a network or to the Internet, you may receive the following message:

Operator Assisted or Manual Dial
Pick up the handset and dial (or ask the operator to dial).
Press OK immediately after dialing, then replace the handset.

Phone Number: xxx-xxx-xxxx

The New Connection Wizard Does Not Set the "Always Dial My Default Connection" Setting

When you run the New Connection Wizard to create a new Internet connection, your dial-up and virtual private network settings in Internet Explorer are set to the Never dial a connection setting instead of the Always dial my default connection setting. Therefore, Internet Explorer does not automatically dial your default Dial-up Networking connection when you want an Internet connection. This behaviour occurs even if you select the Make this the default Internet connection option in the New Connection Wizard.
Error message: Phone book can not be created. Error 624

When you create a dial-up connection, the wizard may not work, and you may receive the following error message:

Phone book can not be created. Error 624

Also, you may not be able to delete or modify dial-up connections.
Dial-Up Networking Uses Tone Dialing Instead of Pulse Dialing

In Windows XP, you can set up dialling rules and different locations from which to dial. One of the options that is available in each location is whether to use tone dialling or pulse dialling. Pulse dialling is required in some areas of the world because not all phone-switching equipment supports tone dialling. To use pulse dialling, you must set up a dialling location with pulse dialling selected. You must also configure your Dial-Up Networking (DUN) connection by using these dialling properties or the connection reverts to tone dialling.
"Error 691" Error Message When You Try to Connect to Your ISP

When you attempt to connect to your Internet service provider (ISP), you may receive one of the following error messages:

Error 691: The computer you are dialling in to cannot establish a Dial-Up Networking connection. Check your password, and then try again.

Or

Error 691: Access was denied because the user name and/or password was invalid on the domain.

Or

Error 734: The PPP link control protocol was terminated.

Or

Error 629: The port was disconnected by the remote machine.

Or

Error 640: A NetBIOS error has occurred.
"Error 692: Hardware Failure in the Modem" Error Message When You Dial an RAS Server

When you dial a Remote Access Services (RAS) server in Windows XP, you may receive the following error message as the modem starts to initialize:
Error 692: There was a hardware failure in the modem (or other connecting device).
After you disable the "Client for Microsoft Networks" option for a dial-up connection, the dial-up connection is still active on a Windows XP-based computer

On a Microsoft Windows XP-based computer, you disable the Client for Microsoft Networks option for a dial-up connection to prevent access to shared resources. However, after you do this, the dial-up connection is still active. You can access shared resources even after you disable the Client for Microsoft Networks option.
You cannot use your cellular telephone to establish an Internet connection by using dial-up networking on a computer that is running Windows XP Media Center Edition 2005

Consider the following scenario. You attach a cellular telephone to a computer that is running Microsoft Windows XP Media Center Edition 2005 by using a USB cable. However, you cannot establish an Internet connection by using dial-up networking.

Additionally, if you unplug and then plug in the USB cable into the cellular telephone, the problem persists. In this scenario, you may also experience the following symptoms:
  • You cannot access your cellular telephone memory card.
  • You cannot synchronize cellular telephone contacts and calendars with the computer.
List of Error Codes for Dial-up Connections or VPN Connections

This article lists the error codes that you may receive when you use Windows 2000, Windows XP, or Windows Server 2003 as a client computer to make a dial-up connection or a VPN connection.

Note: Error codes with numbers higher than 900 will only be seen if you are trying to connect to a Routing and Remote Access Server that is running Windows 2000 or later.
How To Set Up Multiple-Device (Multilink) Dialling in Windows XP

This article describes how to configure multiple-device dialling in Windows XP.

With Windows XP, you can use multiple modems to connect to your Internet service provider (ISP) to increase the total speed of your transfers. Multiple-device dialling (also known as Multilink PPP, modem aggregation, or Multilink) causes multiple physical links to be combined into one logical link. Typically, two or more ISDN lines or modem links are bundled together for greater bandwidth. You might use this feature if you do not have access to DSL or cable services.

Multilink is enabled automatically in Windows XP Home Edition and Windows XP Professional.
You Receive Error 651 After You Unplug a Modem's USB Cable While the Modem Is Dialling

If you unplug the Universal Serial Bus (USB) cable for an Integrated Services Digital Network (ISDN) modem that you use for both incoming and outgoing traffic while the modem is dialing, you may receive the following error message:

Error 651: The modem (or other connecting device) has reported an error.

After you plug the modem's USB cable back in, you will receive the error each time the modem dials until you restart your computer.

This error may also occur with other hot swap technologies, such as Personal Computer Memory Card International Association (PCMCIA), but this behaviour has not been confirmed by Microsoft.