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iPass Troubleshooting Guide

This document was prepared to accompany troubleshooting issues with DIAL technologies and iPassConnect 3.0, which will offer possible solutions to a given problem. Used properly, this document should help to lower the amount of time taken to identify and resolve an issue. To use this document, start at number 1, and follow the directions that apply to your situation.

If the user is reporting other connectivity issues, proceed with the following steps:

Step Questions to ask End Users Referred to Sections

1. First ask the user if they have ever successfully logged in using the iPass service.

If yes, continue to step 2

If no, refer to …………………………………………………………. Section 6

2. Ask the user if they hear the dial tone when they initiate a connection.

If no, refer to…………………………………………………………….

If yes, continue to step 3.

If the user is reporting a busy signal refer to …………………….

Section 1

Section 4

3. Ask the user if they are using a bookmarked number.

If no, continue to step 4

If yes, refer to ………………………………………………………...Section 15

4. Ask the user what happens after dialing. Is the connection answered by a modem, or a recording or voice?

If answered by a modem, proceed to the step 5.

If answered by a recording or voice, refer to ……………………….. Section 2 & 7

5. If the user reports that when they attempt to dial the number, they hear the modem speaker turn on, and there is immediately loud modem type noise on the line, please refer to ……………………...

If not, continue to Step 6.

Section 3

Copyright © 2002 iPass Inc. All Rights Reserved, V1 10/16/021


6. Ask the user if the modems stopped handshaking, (i.e., making the screeching noise), and moved to Authenticating Username and Password, or if the modems just made noise until disconnected.

If the modems successfully completed handshaking, skip to step 8.

If the modems don’t complete handshaking, proceed to step 7.

7. If the modems could not successfully negotiate, did this error happen on one number, or did it occur on every number that the user attempted?

If this only happened on one number, but other numbers successfully negotiated, the number they were attempting to connect to may be down. If they can connect to another number, suggest that they continue to use that number, and report the outage to the iPass Help Desk.

If the modems fail to negotiate a connection on any number, refer to ……………………………………………………………….. Section 5

8. If modems have successfully negotiated a connection, did the message change from “Connecting” to “Authenticating Username and Password”?

If yes, but authentication failed, refer to …………………………….

If no, refer to…………………………………………………………..

If the user reports Username and password errors, refer to ………

Section 13

Section 9

Section 14

9. If the user is reporting sessions being disconnected, refer to ….… Section 11

10. If the user is calling because there are no local access numbers in their location, refer to …………………………..………………...… Section 12

11.

12.

If the user is reporting slow access to the web, refer to ..……..

Instruct the user to select Help –Connection Log in iPassConnect, and read the error code listed in the Error code field. Refer to……

Section 10

Section 16

13. If the problem is not identified using the steps above, refer to …… Section 13



Section 1 No Dial Tone or Modem Sound

Make sure there is a working phone line and the phone line is connected to the computer and the phone jack.

Check to see if the user’s modem is turned on and connected to the user’s computer and the phone system.

Make sure the modem volume is not turned off or disabled in the modem properties. If the system is digital (versus analog), they will need a special adapter to connect.

The user could also request access to a fax line, as this must be analog to function.

Sometimes dial tones from different parts of the world are interpreted differently by the user’s modem (e.g., the user’s modem “thinks” the phone is busy, when in reality it is a pulsing dial tone. Try setting the user’s Windows software to not detect a dial tone when dialing:

Open StartSettingsControl PanelModems. On the Modems Properties window, highlight the user’s modem and click Properties. Click the Connection tab and uncheck “wait for dial tone before dialing.” Click OK until you can close out of the Modem Properties window. (On some machines, you need to reboot for changes to take effect).

Check the user’s settings menu in iPassConnect, (Options menu – Settings), to see that you have the correct modem selected.

The user may not have a modem in the computer; if that is the case they will need to install one in order to use the iPass service.

Section 2 No Answer / Human Answer

Check to make sure the dial properties are filled out correctly for their location. (For more detail on this, please refer to Section 7).

Try dialing another number; the access number the user is dialing may be inactive or temporarily unavailable. The iPass service offers multiple access points in major business centers.

It is possible that the number the user is attempting to dial into is no longer iPass enabled, and the user has disabled the automatic phonebook update feature in their client. Have the user read the number they are attempting, and check if it is listed in your client. (Ensure that your phonebook is up-to-date, by clicking Options, Update Phonebook from the main client interface while connected to the LAN. If the number is not active, have them try another number. If the user is in a location where no alternate number available, look for an All Cities number. If no other number is available, the user may be required to dial outside of their local area long enough to update the phonebook.



Section 3 Loud Modem Noise on the line while trying to Connect

The phone line might already be in use, check that the user is connected to the proper port, and that no other communications devices are in use on the line.

If modem handshaking was never achieved, (IE the “screeching noise” made while connecting continues until the connection is dropped), this can be an indication of corruption in the TCP/IP stack. For more information on identifying and correcting this issue, please refer to Section 5.

Section 4 Busy Signal

Instruct the user to connect through another number, or if that is not an option, wait a few minutes and try connecting again.

If the user is using a hotel line in another country, (especially in Japan and Germany), note that some have a dial tone that sounds just like a busy signal, and modem can’t tell the difference. To avoid that problem, set the user’s Windows software to not detect a dial tone when dialing. To do this:

1. Start - Settings - Control Panel - Modems. On the Modems2. Properties window, highlight the user’s modem and click Properties. 3. Click the Connection tab and uncheck "wait for dial tone before dialing."

Click OK. If the user is trying to disable call waiting on a line that does not have call waiting,

often times they will hear a busy signal after the call waiting disabling string is dialed.

What time did the user attempt to log in? In areas where access is limited to one or two providers, capacity issues can arise during Peak Usage hours. Instruct the user to keep trying, or try another number.



Section 5 Identifying and addressing corruption in the TCP/IP stack (Win 98 ONLY)

A common problem encountered with dial up services on Windows 95/98 is corruption of the Microsoft™ TCP/IP stack. This problem will be indicated by PPP or other protocol errors, (i.e. PPP terminated by remote machine), which will occur every time the user tries to log in, on ALL numbers. The other indication of this problem is when the modem handshaking, (i.e. the screeching noises made when the modems connect), continues for more than 35 seconds, and the connection is terminated, usually followed by an error message as described above. If you encounter this type of issue, first ask the user if they: A.) Have the Windows CD or B.) Have the .CAB files, (a copy of the Windows CD), on their hard drive. If they do not, they will be unable to perform the fix for this problem. If they do, proceed to the steps below:

1.) Have the user open their Network Properties menu. This can be done by either right-clicking on Network Neighborhood, or opening the Control Panel, and double-clicking on Network.

2.) Verify that the three essential components for establishing a PPP Dial-Up connection are in place. These are: 1.) Client for Microsoft Networks; 2.) Dial-Up Adapter; 3.) TCP/IP protocol, bound to the Dial-Up Adapter. (NOTE: There will most likely be many other networking components installed, but as long as these are present, they should be fine.) If any of these are missing, have the user add them.

3.) Once you have verified that the (3) essential components are installed, have the user click the “Ok” button. Make sure that they do NOT hit “Cancel”, as this will cause the fix not to work.

4.) Windows will go through “Building a driver information database”, and then prompt the user for the Windows CD, or the path to the .CAB files. Have them direct this to the proper location. When the files are copying, a prompt should appear that states “Version conflict, the file being copied is older than the one currently in use. Do you wish to keep the newer file?” This is likely the corrupt file, which seems to be newer, as the change date is newer than the original file. If the date is prior to the last time the user successfully connected, this may be a Winsock update, DO keep the newer file. If the date on the “newer” file is around the last time the user successfully connected, DO NOT keep the newer file.

5.) Once the file has been replaced, the machine will prompt the user to reboot. When their machine comes back up, they should be able to connect with no further difficulty.



Section 6 Has the user ever successfully logged in with iPass?

If the user has never successfully logged in using iPass, the account may not be activated, (i.e. not in AAA database), or may not be enabled for roaming via the iPass service. Contact the administrator responsible for maintaining the user database. You can also check the validity of the account using the Online RoamServer Test Tool located at the Network Status Pages on the iPass Secure website.

Section 7 Are Dial Properties Correct for the location?

Have the user open the Dial Properties menu, (accessed by clicking the Dial Properties button on the lower left hand side of the client), and make sure that their settings are correct for their location. (IE if they are in a hotel or office building, with a PBX, they may need to enter an 8 or 9 to access an outside line. Have the user check with the hotel desk, or someone in the office to find the proper digit. Also, the user may be trying to disable call waiting on a line which does not have call waiting, resulting in a failed connection).

Have the user pick up the phone and dial the number – they may hear a message explaining the problem – e.g., the hotel PBX system is overloaded.

If the user has their Location settings under Dial Properties set to a specific location, their client will try to dial the country / area code that would be necessary to reach the number from that location. Make sure that the user has their location set to “Location same as the number being dialed” in their Dial Properties.

If the location requires 10 or 11 digit dialing, the user will not be able to connect without using the proper dial string. If the user is receiving a recording when trying to dial, have them dial the number the exact same way, and listen to the recording. If the recording says that they must dial the area code, or 1+ the area code to reach this number, have them change their settings under Dial Properties, and under Area Code rule, have them select “Dial Area Code”, or “Dial 1+ Area Code”, as appropriate. Also, if the user has instructed the client to dial using 10 or 11 digit dialing, and the area they are in does not require this, it can cause problems.

If the calling card option is enabled, the user may have forgotten to enter their PIN in the appropriate box, which would result in a failed connection.

In some countries, Tone dialing is not supported, if the user needs to dial using Pulse dialing, you can configure the client to do so in Dial Properties.



Section 8 Password Authentication is slow (i.e., more than 60 seconds)

In some areas of the world, the authentication packet may take longer to make it to the RoamServer and back. Make sure that the user has their client timeout, (located in the Settings, Connection Settings, Dial-up menu), set to a minimum of 120 seconds. (This is due to poor infrastructure in some countries, or overloaded telephone systems).

It is possible that the authentication server or iPass RoamServer at the user’s ISP or company may be down or offline.

Section 9 Did the message box display status “Dialing” then change to “Verifying username and password”?

If the status "Verifying user name and password" appeared, how long did it take before the connection was rejected? What was the EXACT error message returned? (If the user does not remember, have them click Help – Dial Properties, and the error code will be listed, along with other valuable troubleshooting information).

If this error is seen on more than one number, it is possible that the RoamServer is down, which would also be indicated by other users experiencing the same issue.

If the user is seeing “Username and Password not valid on domain” repeatedly, or being prompted for username and password repeatedly, AND they have verified that they are using the correct username and password, it is possible that the Provider’s NetServer is not proxying to the iPass network properly, although this is not always the case. Instruct the user to try another number.

If the status "Verifying user name and password" appeared and it took 15 or more seconds to get rejected, did you notice a new process running (look at the task bar and notice a process "Running")? If yes, try re-connecting and when the process "Running" starts, click it once and observe the messages in the window that appears. Check for error indications such as -- "Bad Password", garbage characters indicating a flaky connection, etc. If this error occurs, instruct the user to attempt another number.

Instruct the user to try another number. The EXACT error message will assist you to determine the type of problem being

experienced, and will assist the iPass Help Desk, in the event that you need to escalate.



Section 10 Access to the Web is Slow

Electro-Magnetic Interference (EMI) -- a “noisy” phone line -- often causes slow transmission speed; this is often the case when the user is connecting from a hotel. This can cause modems to connect at a slower baud rate because the modem has to correct for data errors.

Many hotel phone systems will only allow connections in the range of 21-26Kbps. Proxy servers are used by many ISPs and companies to speed up web access (they

operate like a huge memory of web pages) so popular sites are served from a local source instead of using overseas bandwidth. If applicable, they should disable this feature until the user is accessing the account again from home. (Refer to the documentation for the user’s browser for details on disabling the use of a Proxy server).

Section 11 Connection drops/disconnects in the middle of a session

This is most often a result of Electro-Magnetic Interference, (EMI), or a “noisy” phone line.

This happens most frequently in countries with poor telecommunications systems or when the line the user is trying to connect to has audible interference.

Try redialing the access number.- If the user is connected to the Internet but is inactive, some access points

automatically disconnect users.- If the user remains connected to the Internet but is inactive, the user’s PC might be

set to automatically disconnect users.- The admin for the domain may have specified a maximum session time limit, which

will disconnect any user after a specified time limit. Check with the admin for details.



Section 12 No local access number in their location

In some instances, you may not find a particular city listed in the iPass client, but there might be numbers local or close to where the user is trying to gain access.

Check if there are other cities within the same area code. These might be local numbers. (The user can check with the local operator to find if the number is local).

If the user is in the United States or Canada, they can use an 800 number. In most countries, iPass has several “All Cities” or “Toll-Free” numbers, check the city

box in the location section of the client for “All Cities” or “Toll-Free”. If the user is outside of the United States, they can check in-country rates with the

local operator. In many countries, it is very inexpensive to dial long-distance within the country.

Section 13 Difficulty connecting to an access number

Make sure they have their Service Interface configured to dial the required prefixes and local dial code for the region. Many hotels require users to dial a number to get an outside line. Also, have the user pick up the phone and dial the number – they may hear a message explaining the problem – e.g., the hotel PBX system is overloaded.

Make sure the user has the correct modem specified. (Options – Settings – Dialup) Try an alternate number within the region the user is traveling. If users can connect to

another number it may indicate the initial access number is temporarily unavailable.

If receiving Time Out errors, have the user change their “Redial if not connected in XX seconds” setting, (Settings menu, Connection Settings, Dial-up), to 120 seconds.

If the user is experiencing problems with a POP, and there are no others in this city, have them just specify the country, and scroll through the numbers, to see if there is an “All Cities” number available.

Trying multiple numbers will help to identify whether the problem is related to one provider, (one number works, another doesn’t), or if the problem is with the account or domain, (No numbers work).

Ask the user if you can have their username and password to try logging in with it. If you can log in using their username and password, then the

account is good, and the problem is most likely with the POP in question, or the user’s machine.

If you cannot log into any POPs with the username and password, the account is either not iPass enabled, or the RoamServer is down. Contact the administrator, or try running the RoamServer Test Tool on the iPass Network Status Page.

If the user is unable to connect, escalate to iPass Customer Care



Section 14 Error message saying incorrect password

This error message can indicate a break anywhere between the remote provider and the customer RoamServer, some of the areas to check are:

Verify and re-enter the username/password (for possible typos made while entering username and password).

Make sure the user’s CAPS LOCK key is not depressed (or depressed if they have all caps in the user’s username and password).

On laptop computers, users may have the NUM LOCK key depressed. This usually is not evident unless the Fn key is depressed. If in doubt, have the user open a text editor, and try typing in their username and password, to ensure that it is being typed correctly.

It is possible that the authentication server or iPass RoamServer at the user’s ISP or company may be down or offline.

The user’s account may no longer be active. If the company regularly forces password changes, the user may have been out of the office, and missed a mandatory change.

If possible, contact the administrator of the RoamServer or Authentication server, and have them see if the request is coming through. If so, check to see that the account information is correct, and iPass enabled. If not, escalate to iPass.

Section 15 Checking bookmarked numbers

Have the user click on the bookmarks menu at the top of the main client screen, and select Modify. Next, have the user to confirm the Dial Properties contained in their bookmark. If configured for any additional digits, (IE an 8 or 9 to access an outside line in an office or hotel, or *70 to disable call waiting), ask if this dial string is applicable to their current location, (for information on checking the Dial Properties, please see Section 7 of the Troubleshooting Guide).

If the bookmarked number has been removed, the iPassConnect Service Interface will dynamically update the number for the bookmark.

If the bookmark is still an active iPass number, and the dial properties are appropriate to the user’s location, continue troubleshooting at Step 4.



Section 16 Error Code Explanation

–103 User canceled operation: This error is caused by the user clicking cancel before the connection can be made. Often times the user will hear a problem, (i.e. a recording or busy signal indicating improperly configured Dial Properties), and click cancel. The user may be impatient, instruct the user to try again, and allow the client to either connect successfully, or report a more useful error code.

–104 The NAS did not respond: This error indicates that there was not a modem answer on the other end. This error is usually caused by misconfigured Dial Properties, (i.e. a missing or incorrect PBX digit for an outside line). It is also possible that there is a problem at the provider, but much less likely than incorrectly configured Dial Properties.

602 The port is already open: This error indicates that the modem device is already in use or hung. This is usually caused by the user attempting to connect immediately after disconnect, without allowing time for the modem to cycle. Can often be corrected by closing iPassConnect, opening DUN/RAS and using any existing entry, or creating a new one with any number. Once the user hears dial tone, they can close DUN/RAS and use iPassConnect as usual. If not, reboot the machine.

629 The data link was terminated by the remote machine: This error indicates that the user’s computer was unable to successfully negotiate a set of protocols for communication with the provider’s equipment. If this error occurs on one number, but the user can connect to another number, the problem was most likely a noisy line, or a possible temporary problem at the provider. If this error is received every time that the user tries to dial, (possibly in conjunction with error 718 Timed out waiting for a valid response from the remote PPP peer), can indicate possible TCP/IP stack corruption, (95/98 Only).

630 The port was disconnected due to hardware failure: This error generally occurs when the user’s modem is either not connected correctly, or the user has the incorrect modem device specified in the Settings menu, (on the Dial-Up tab). If the user has the correct modem specified, make sure that the device is not showing any problems or conflicts in the Device Manager, and that the modem driver is current.

650 The Remote Access Server is not responding: This error is usually received when there was no response from the AAA server. If this error is received, instruct the user to attempt to connect using another number, and if the same problem is encountered on every number attempted, check that the RoamServer is functional using the Check-ipgen tool from the iPass secure website.



651 The modem (or other connecting device) has reported an error: This error indicates that the modem device is not ready to connect. This is usually caused by the user attempting to connect immediately after disconnect, without allowing time for the modem to cycle. Can often be corrected by closing iPassConnect, opening DUN/RAS and using any existing entry, or creating a new one with any number. Once users hear dial tone, they can close DUN/RAS and use iPassConnect as usual. Verify that the user has the proper modem device selected in the Settings menu, on the Dial-Up tab, and that the modem is correctly installed and configured. If the problem persists, reboot.

676 The line is busy: Although it is possible that there are congestion issues, this is not common. Usually this will indicate incorrect settings in the Dial Properties menu. For example, if the user has incorrectly specified the PBX digit to access an outside line, dialing may result in a busy signal. Also, if the user’s Dial Properties are set to disable Call Waiting on a line that does not have Call Waiting enabled, often times this will result in a busy signal upon dialing the prefix. Try another number, and if the same result is experienced, verify the Dial Properties settings.

677 A person answered instead of a modem: If the user receives this error, verify that their Dial properties are configured correctly for their location. (i.e. correct PBX digit for an outside line).

678 There is no answer: Generally this is caused by incorrect settings in the Dial Properties menu. For example, an incorrect or missing PBX digit to access an outside line will often cause a recording or human to answer, which the modem will detect as No Answer. Verify the Dial Properties settings.

680 There is no dial tone: Check to see that the phone line is properly connected to the modem, that the line is activated, and not currently in use. In Germany and Japan, the dial tone is not recognized by many modems. To correct this problem:

a. Windows 95/98 click Start Settings Control Panel Modems1. Select the modem, and click properties2. On the General Tab, uncheck the box that says “Wait for

dial tone before dialing”3. Click OK

b. Windows NT/2000 Click Start Settings Control Panel Phone and Modem options Select the Modems tab

c. Select the modem, and click Propertiesd. On the General tab, uncheck the box that says “Wait for dial tone before

dialing”e. Click OK

f. Instruct the user to attempt to connect again



691 Access denied because username and/or password is invalid on the domain: Many times, this is caused by the user entering their username and password incorrectly, but this error can indicate that the number dialed is experiencing a temporary outage. If seen on one number, but another number works fine, the provider may be experiencing a temporary outage. If seen on every number, can indicate problems with the RoamServer or AAA Server. Run the RoamServer Test Tool on the iPass Secure website to verify that the company RoamServer and AAA server are functioning correctly.

692 Hardware failure in port or attached device: This error indicates that there was a hardware error received. Verify that the user has the correct device specified in the Settings menu, on the Dial-up tab. Verify that the user’s modem is correctly installed and configured, and that there are no hardware conflicts. Verify that the user has the most up to date modem driver installed.

718 Timed out waiting for a valid response from the remote PPP peer: This error indicates that the user’s computer was unable to successfully negotiate a set of protocols for communication with the provider’s equipment. If this error occurs on one number, but the user can connect to another number, the problem was most likely a noisy line, or a possible temporary problem at the provider. If this error is received every time that the user tries to dial, (possibly in conjunction with error 718 Timed out waiting for a valid response from the remote PPP peer), can indicate possible TCP/IP stack corruption, (95/98 Only).

719 PPP terminated by the remote machine: This error indicates that the user’s modem was unable to successfully negotiate a set of protocols for communication with the provider’s NAS. If this error occurs on one number, and not on the other available numbers, it is possible that the phone line was noisy, or that the provider was experiencing a temporary outage. If this error occurs every time the user attempts to connect, this can indicate TCP/IP stack corruption on the user machine, or that the user is missing a required Network component.

720 No PPP control protocols configured: This error indicates that the user’s modem was unable to successfully negotiate a set of protocols for communication with the provider’s NAS. If this error occurs on one number, and not on the other available numbers, it is possible that the phone line was noisy, or that the provider was experiencing a temporary outage. If this error occurs every time the user attempts to connect, this can indicate TCP/IP stack corruption on the user machine, or that the user is missing a required Network component.



722 The PPP packet is invalid: This error indicates that the user’s modem was unable to successfully negotiate a set of protocols for communication with the provider’s NAS. If this error occurs on one number, and not on the other available numbers, it is possible that the phone line was noisy, or that the provider was experiencing a temporary outage. If this error occurs every time the user attempts to connect, this can indicate TCP/IP stack corruption on the user machine, or that the user is missing a required Network component.

728 Cannot find an IP adapter bound to Remote Access: This error indicates that the user’s system has a missing or corrupt Network Component. Verify that the user has the necessary components installed in their Network Properties, (right-click Network Neighborhood and select properties, must have Client for Microsoft Networks, (Client for Netware Networks if your company utilizes a Novell network), Dial-up adapter and TCP/IP bound to the Dial-up adapter to connect).

731 The protocol is not configured: This error indicates that the user’s modem was unable to successfully negotiate a set of protocols for communication with the provider’s NAS. If this error occurs on one number, and not on the other available numbers, it is possible that the phone line was noisy, or that the provider was experiencing a temporary outage. If this error occurs every time the user attempts to connect, this can indicate TCP/IP stack corruption on the user machine, or that the user is missing a required Network component.

732 The PPP negotiation is not converging: This error indicates that the user’s modem was unable to successfully negotiate a set of protocols for communication with the provider’s NAS. If this error occurs on one number, and not on the other available numbers, it is possible that the phone line was noisy, or that the provider was experiencing a temporary outage. If this error occurs every time the user attempts to connect, this can indicate TCP/IP stack corruption on the user machine, or that the user is missing a required Network component.

733 The PPP control protocol for this protocol is not available on the server: This error indicates that the user’s modem was unable to successfully negotiate a set of protocols for communication with the provider’s NAS. If this error occurs on one number, and not on the other available numbers, it is possible that the phone line was noisy, or that the provider was experiencing a temporary outage. If this error occurs every time the user attempts to connect, this can indicate TCP/IP stack corruption on the user machine, or that the user is missing a required Network component.

If the error code received is not listed here, or the listed steps do not resolve the issue, please contact iPass Customer Care for further assistance.



This document was prepared to aid in troubleshooting issues with iPass Wired Broadband Service with iPassConnect 3.0. Used properly, this document should help to lower the amount of time taken to identify an issue. Please follow these steps before escalating any Wired Broadband issues to iPass Customer Care.

If the user is reporting connectivity issues, proceed with the following steps:





2. Confirm that the user has an Ethernet adapter installed in their computer, and properly connected to the RJ-45 cable. (See Section 2 for details)

If no, refer to…………………………………………………………….


Section 2

3. Perform a power cycle of the Guest Room equipment. (US access ONLY. Skip to Step 4 for International issues).

For details, refer to…………...…………………………………………

Once complete, continue to Step 4

Section 3

5. Does the user have their physical location entered correctly, and the correct hotel selected?


If no, instruct the user to enter their location and select the property they are in. (If the user’s location is not listed, they will not be able to use iPass Wired Broadband access).

6. Ask the user to access their Windows IP configuration, (For details, refer to Section 4), and verify their IP assignment.



If the user is assigned an IP address of 0.0.0.0 or 169.xxx.xxx.xxx, renew the user’s IP address. Refer to……………

If the user is assigned an IP address other than 0.0.0.0 or 169.xxx.xxx.xxx, continue to Step 7.

Section 4

7. Verify that your company’s RoamServer is running, and accepting transactions. This can be done using the RoamServer Test Tool on the iPass Network Status Page. Refer………………...……….

If the RoamServer is functioning properly, continue to Step 8.

If the RoamServer Test Tool indicates a problem, escalate to your company’s RoamServer Administrator.

Section 5

8. Instruct the user to launch their Web Browser.

If the user is re-directed to a web page instructing the user to enter their credit card information for web access, ask the user to close the browser window and connect using iPassConnect. If the user can connect, end call. If the user still cannot authenticate using iPassConnect, verify the user credentials, and continue to Step 9.

If the user is connected to their home page, this indicates that they have already connected, and can launch their VPN software manually, or use the Home Broadband option in the iPassConnect Service Interface.

If the user does not receive any web page, continue to Step 9.

9. If the user is running Personal Firewall Software, it is possible that their Firewall is picking up the Access Point as an “attack”. Ask the user if their Firewall is showing an attack, and if so verify the hostname of the “attacker”. If the “attacker” is NMD, or at the time of the attempt, the user must select to accept the traffic.

If the user can connect, end call.

If the user cannot connect after the above have been checked, escalate to iPass Customer Care.




If the user has never successfully logged in using iPass, the account may not be activated, (i.e. not in AAA database), or may not be enabled for roaming via the iPass service. Contact the administrator responsible for maintaining the user database. You can also check the validity of the account using the Online RoamServer Test Tool located at the Network Status Pages on the iPass Secure website. Your company may have a procedure for verifying user account status, please follow the existing procedure.

Section 2 Verify that user is connected properly

Verify that the user has the RJ-45 cable plugged into their Ethernet card, and the wall/desk receptacle. (For a comparison of RJ-45, (CAT-5 Ethernet Cable), to RJ-11, (Telephone cable), and an example of the wall/desk receptacle, see below):

Most Ethernet cards have a light on the connector to the cable, indicating whether there is a valid Ethernet connection. If applicable, ensure that the light shows a good connection

Verify that the Ethernet adapter is installed correctly, and showing no conflicts in the user’s Device Manager. (Right-click on My Computer, select Properties. Win9X, select the Device Manager tab. Win NT/2K/XP, select the Hardware Tab, then click Device Manager).

If the user is experiencing equipment issues, they will be unable to utilize iPass Wired Broadband services until the issue is resolved.


RJ-45RJ-11

DeskWall Plate


Section 3 Power Cycle Guest Room Equipment

Certain hotels in the US hotels may have equipment in the guest room, which may need to be power-cycled. This procedure takes approximately 1 minute, and will resolve connectivity issues related to problems with the Guest Room Equipment. Below is a diagram of the Guest Room Equipment, and directions for completing a Power-Cycle.

BRICK TROUBLESHOOTING

The first step in troubleshooting a US iPass Broadband enabled room is determining whether or not the Guest room equipment is connected properly. The Brick is located underneath or on the desk in the guest room.

1) All cables must be connected as shown above2) The computer must be connected via an Ethernet cable, (RJ-45), to either

the Desktop Port or directly to any of the Ethernet jacks on the Brick itself3) The RJ-11 jack labeled ‘wall’ must be connected to the live phone jack on

the wall, and the jack labeled phone should be connected to the Brick. Both jacks use standard RJ-11 phone cables.4) The Brick’s power supply must be connected to a live power outlet

POWER CYCLING A BRICK If all the above conditions have been met, and the user is still unable to connect, try the following steps:

1) Disconnect the power plug from the A/C outlet in the wall2) Wait 60 seconds or more3) Plug the power back in 4) Release and renew the IP address assignment (Details in Section 4)

Section 4 Verify user IP Configuration/Assignment



To verify the user’s IP assignment: Windows 9X –

Click Start → Run and type winipcfg On the Windows IP Configuration screen, have the user select their Ethernet

adapter from the drop down list. If the IP address listed is 0.0.0.0, or 169.xxx.xxx.xxx, instruct the user to click

“Release”, and then “Renew”. If the user receives a valid IP address, (one other than 0.0.0.0 or

169.xxx.xxx.xxx), instruct the user to launch iPassConnect and attempt to connect. If the user can connect, end call. If the user still cannot connect, proceed back to step 5.

Windows NT/2000 – Click Start → Run and type cmd At the command prompt, type ipconfig If the IP address listed is 0.0.0.0, or 169.xxx.xxx.xxx, instruct the user to type

“ipconfig /release” and hit enter. After releasing the assigned IP address, instruct the user to type “ipconfig

/renew” and hit enter If the user is assigned a valid IP address, (one other than 0.0.0.0 or


Section 5 Check your company RoamServer

If there are problems with the equipment at your company network, users will not be able to authenticate using iPass services. To verify that the access equipment for your company is functioning, follow the steps below.

Open a web browser, and go to www.ipass.com Click on the “Login” link on the left-hand menu bar. Enter your company ID, username and password. Once logged in, click the “Customer Care” tab, along the top. On the Customer Care page, click the “Network Status Pages” link. On the Network Status Page, click the “RoamServer Test Tool” link. Enter a valid username@yourdomain and a password for testing. When the results come up, scroll to the bottom of the scroll box. Look for

“Status=<accept/reject>”. If the result is “accept”, then the company RoamServer is up and running, move to the next step. If the result is “reject”, then escalate internally to the administrator responsible for your company RoamServer.

If your company’s RoamServer and authentication server are running, continue with troubleshooting at step 8.

This document was prepared to aid in troubleshooting issues with iPass Wireless Broadband Service and iPassConnect 3.0. Used properly, this document should help


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to lower the amount of time taken to identify an issue. Please follow these steps before escalating any Wireless Broadband issues to iPass Customer Care.

If the user is reporting other connectivity issues, proceed with the following steps:





2. Confirm that the user has an 802.11b, (Wi-Fi), Ethernet adapter installed. (Refer to Section 2 for details)

If no, refer to…………………………………………………………….


Section 2

3. Confirm that the user is associating with the Access Point. (Details in Section 3)

If yes, continue to Step 4

If no, refer to……………………………………………………………. Section 3

4. Does the user see “iPass Enabled Access Point” under the Available Wireless Networks section?


If no, ensure that the user has an 802.11b Wi-Fi adapter properly installed in their machine. (Step 2)

5. Ask the user to access their Windows IP configuration, (For details, refer to Section 4), and verify their IP assignment.

If the user is assigned an IP address of 0.0.0.0 or 169.xxx.xxx.xxx, renew the user’s IP address. Refer to……………

If the user is assigned an IP address other than 0.0.0.0 or 169.xxx.xxx.xxx, continue to Step 6.

Section 4

6. Instruct the user to launch their Web Browser.



If the user is re-directed to a web page instructing the user to enter their credit card information for web access, ask the user to close the browser window and connect using iPassConnect. If the user can connect, end call. If the user still cannot authenticate using iPassConnect, verify the user credentials, and continue to Step 8.

If the user is connected to their home page, this indicates that they have already accepted the charges, and can launch their VPN software manually, or utilize the Home Broadband option in the iPassConnect Service Interface, but will not be able to authenticate with iPassConnect, to avoid double billing.

If the user does not receive any web page, continue to Step 7.

7. Verify that your company’s RoamServer is running, and accepting transactions. This can be done using the RoamServer Test Tool on the iPass Network Status Page. (Refer to Section 5)

If the RoamServer is functioning properly, continue to Step 8.

If the RoamServer Test Tool indicates a problem, escalate to your company’s RoamServer Administrator.

Section 5

8. If the user is running Personal Firewall Software, it is possible that their Firewall is picking up the Access Point as an “attack”. Ask the user if their Firewall is showing an attack, and if so verify the hostname of the “attacker”. If the intruder hostname is NMD, or the “attack” was at the time the user tried to connect, they must select to accept this traffic to connect.

If the user can connect, end call.

If the user cannot connect after the above have been checked, escalate to iPass Customer Care.




If the user has never successfully logged in using iPass, the account may not be activated, (i.e. not in AAA database), or may not be enabled for roaming via the iPass service. Contact the administrator responsible for maintaining the user database. You can also check the validity of the account using the Online RoamServer Test Tool located at the Network Status Pages on the iPass Secure website. Your company may have a procedure for verifying user account status, please follow the existing procedure.

Section 2 Wireless Ethernet Adapter Set-Up/Confirmation

Ensure that the user has an 802.11b Wireless Ethernet Card installed in their computer, and that the card is currently enabled.

Instruct the user to verify that the Wireless Ethernet Card is installed properly, and that the device is not showing any conflicts in the device manager, (indicated by a red cross, or a yellow triangle with an exclamation mark).

If the user does not have an 802.11b adapter installed, they will not be able to utilize iPass Wireless Broadband services.

Section 3 User equipment not associated with the Access Point

Ask the user to move away from any obstructions, (i.e. Pillars, columns, walls, sources of electro-magnetic-interference). If applicable, instruct the user to launch their Link Status Meter, and verify that their Signal Strength and Quality are above 50%. (If the Signal Strength is below 50%, instruct the user to try moving, and see if the signal improves or deteriorates. Direct the user to move in the direction that caused the signal strength to improve. If the Signal Quality is below 50%, %, instruct the user to try moving, and see if the signal improves or deteriorates. Direct the user to move in the direction that caused the Signal Quality to improve.

The iPassConnect Service Interface will automatically change any necessary card settings for the user, and should automatically detect available access points.

If the user is trying to utilize a hotspot that is not part of the iPass service, then they will need to close iPassConnect, and close the system tray icon.



Section 4 Verify user IP Configuration/Assignment

To verify the user’s IP assignment: Windows 98 SE –

o Click Start → Run and type winipcfgo On the Windows IP Configuration screen, have the user select their

Ethernet adapter from the drop down list.o If the IP address listed is 0.0.0.0, or 169.xxx.xxx.xxx, instruct the user to

click “Release”, and then “Renew”.o If the user receives a valid IP address, (one other than 0.0.0.0 or


Windows NT/2000/XP –o Click Start → Run and type cmdo At the command prompt, type ipconfigo If the IP address listed is 0.0.0.0, or 169.xxx.xxx.xxx, instruct the user to

type “ipconfig /release” and hit enter.o After releasing the assigned IP address, instruct the user to type “ipconfig

/renew” and hit entero If the user is assigned a valid IP address, (one other than 0.0.0.0 or


Section 5 Check your company RoamServer

If there are problems with the equipment at your company network, users will not be able to authenticate using iPass services. To verify that the access equipment for your company is functioning, follow the steps below.

Open a web browser, and go to www.ipass.com Click on the “Login” link on the left-hand menu bar. Enter your company ID, username and password. Once logged in, click the “Customer Care” tab, along the top. On the Customer Care page, click the “Network Status Pages” link. On the Network Status Page, click the “RoamServer Test Tool” link. Enter a valid username@yourdomain and a password for testing. When the results come up, scroll to the bottom of the scroll box. Look for

“Status=<accept/reject>”. If the result is “accept”, then the company RoamServer is up and running, move to the next step. If the result is “reject”, then escalate internally to the administrator responsible for your company RoamServer.

If your company’s RoamServer and authentication server are running, continue with troubleshooting at the step 8.


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