Troubleshooting Your Modem Connection
(Windows Systems)

Contents

  • When I try to dial in, I'm getting Error 676. The line is busy.

  • When I try to dial in, I'm getting Error 678. There is no answer.

  • When I try to dial in, I'm getting Error 680. There is no dial tone.

  • When I try to dial in, I'm getting Error 691: The computer you're dialing in to cannot establish a Dial-Up Networking connection. Check your password, and then try again.

  • When I try to dial in, I'm getting Error 720: Dial-Up Networking could not negotiate a compatible set of network protocols you specified in the Server Type settings. Check your network configuration in the Control Panel then try your connection again.

  • When I try to dial in, I'm getting Error 734: The PPP link control protocol was terminated.

  • I can connect, but I can't get to any Web sites or check my e-mail.

  • I'm getting a message that says my modem is not plugged in or is out of service.

  • I have AOL 5.0 and I can't get my dial up connection to the University to work.

  • I have Windows XP on my computer. When I dial-in, I sometimes cannot connect, and I get error messages about the PPP link control protocol being terminated.

  • I have Windows 2000 on my computer. Sometimes, when I dial in, I get connected. Other times I get error messages about the PPP link control protocol being terminated.


  • When I try to dial in, I'm getting Error 676. The line is busy.

    There are two common situations that cause this error.

    1. Keep trying to dial in; the modem pool at the University could be full. We recommend redialing at least 5 times. If the line is still busy, try calling back at an off-peak time, for example, early in the morning or late at night.

    2. This error also appears if your computer is configured as if the phone line has call waiting but you are using a phone line that does not have this feature.

      Check to see if your computer's dial-up adapter settings are trying to disable call waiting. If the phone number listed includes the code to disable this feature before you dial into the University (for example: "*70, 831-1000"), you should check to be sure the line to which your computer is connected indeed has the call waiting feature.

      If you need to stop your computer from trying to turn off call waiting, follow these steps:

      1. Bring up the Dial Up window by double clicking on the icon for your connection to the University.

      2. Click Dialing Properties.

      3. Uncheck the box next to Disable call waiting.

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    When I try to dial in, I'm getting Error 678. There is no answer.

    1. Try dialing the University's modem number with your telephone. If you hear the usual "modem tones," check to be sure that your dial-up adapter has the correct phone number and that you haven't checked that you need to dial an extra digit for an outside line.

    2. You also may want to double check the number you are using to dial in to the University. The correct phone numbers are as follows:

      • New Castle County: 831-1000 (56k/USRobotics x2 and ITU v.90)

      • New Castle County: 831-0100 (33.6k/ITU v.34)

      • Kent County: 734-1472 (56k/USRobotics x2 and ITU v.90)

      • Sussex County: 645-4052 (56k/USRobotics x2 and ITU v.90)

    3. There may currently be no modem available to answer your call. Try calling back immediately; this error often happens while a UD modem is resetting itself after another user has just disconnected.

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    When I try to dial in, I'm getting Error 680. There is no dial tone.

    1. Do you have Verizon voice mail on your phone line? If so, you may have messages waiting. Check your messages and then retry your connection to the University of Delaware. Another alternative: place 3 commas before the phone number you use to dial into the University. For example, use the number ",,,831-1000" instead of "831-1000" (without the quotes).

    2. Check the lower right corner of your computer's system tray (next to the clock) to see if you are running any FAX software. If you have FAX software running, turn it off before dialing into the University of Delaware.

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    When I try to dial in, I'm getting Error 691: The computer you're dialing in to cannot establish a Dial-Up Networking connection. Check your password, and then try again.

    1. If you are trying to dial in on the same day that you created or changed your password, you must wait until the next day to dial in with your new password.

    2. Making sure your password is correct, try to connect again. Some of the common things to check are listed below:

      • If your password includes numbers, use the numbers across the top of the keyboard rather than using the number pad to the right of the keyboard.

      • Case matters: That is, be sure that the password you are supplying contains the same mixture of upper and lower case letters you used when you created your password.

      • Make sure CAPS LOCK is not on unless your password specifically requires it.

      • If you are sure you are using the correct password, a system error may have occurred when you set your password. The next time you are on campus, use Netscape or Internet Explorer on a computer in one of the University's computing sites to visit the University's Network Connection Web page (http://www.udel.edu/network) and reset your password again. Try connecting again one day after you have reset your password.

    3. Have you reported your UD-#1/Flex card as lost or stolen? If so, you will not be able to dial in to the University's computing systems until the day after you have been issued a new ID card.

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    When I try to dial in, I'm getting Error 720: Dial-Up Networking could not negotiate a compatible set of network protocols you specified in the Server Type settings. Check your network configuration in the Control Panel then try your connection again.

    1. This may be caused by your computer's modem not connecting to the University's modem correctly. Try your call again.

    2. Double check your computer's Dial-Up Adapter settings. You may need to turn off NetBEUI and IPX/SPX.

      1. Double-click My Computer.

      2. Double-click the Dial-Up Networking folder.

      3. Right-click the dial-up connection icon you created.

      4. Choose Properties from the menu.

      5. Click the Server Type tab.

      6. If you have NetBEUI or IPX/SPX turned on, remove the checkmarks from the boxes next to their names, leaving only the box next to TCP/IP checked.

      7. Make sure that the box labeled Log on to network is unchecked. If this box is checked, your session may time-out before your modem can establish a connection with the University's modem.

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    When I try to dial in, I'm getting Error 734: The PPP link control protocol was terminated.

    According to the Microsoft Knowledge Base (Article 318718), this problem can occur when "[m]ulti-link negotiation is turned on for the single-link connection or [t]he dial-up connection security configuration is incorrectly configured to use the require secured password setting."

    The Microsoft article suggests the following procedure:

    1. Click Start, point to Settings, and then click Network and Dial-up Connections.

      NOTE: For Windows Server 2003, click >Start, point to Control Panel, and then point to Network Connections.
    2. Right-click the appropriate dial-up networking connection, and then click Properties.
    3. Click the Networking tab, and then click Settings.
    4. Click to clear the Negotiate multi-link for single link connections check box (if it is selected).
    5. Click OK, and then click OK (a second time).
    6. Double-click the connection, and then click Dial.
       
      If this procedure resolves the issue and you can establish a dial-up connection, you do not have to follow the remaining steps. If this does not resolve the issue and you cannot establish a dial-up connection, go to the next step to continue to troubleshoot this issue.
    7. Right-click the connection, and then click Properties.
    8. Click the Security tab.
    9. Under Security options, click Allow unsecured password in the Validate my identity as follows box, and then click OK.
    10. Double-click the connection, and then click Dial to verify that you can establish a dial-up connection.
    If this does not resolve the issue, and you cannot establish a dial-up connection, try following the directions provided for Error 691.

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    I can connect, but I can't get to any Web sites or check my e-mail.

    Check to be sure that you have only one TCP/IP Dial-Up entry in the Network control panel. The following steps usually correct this problem:

    1. Click the Start button.

    2. Click Settings.

    3. Click Control Panel.

    4. Double click the Network icon.

    5. There should be only one TCP/IP -> Dial-Up Adapter entry listed. If there is more than one TCP/IP -> Dial-Up Adapter entry, delete all but the first one in the list.

    6. Next, verify that your network settings are correct by checking the PPP help files on the CD or the documents at http://www.udel.edu/ppp/ (which you could print out the next time you come to campus).

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    I'm getting a message that says my modem is not plugged in or is out of service.

    1. Try connecting again. Sometimes, Windows will not wait long enough for the modem to respond and will report not being able to make the connection. When this happens, you may need to reboot the computer before trying to dial in again.

    2. If your modem is having a minor problem, you may need to re-install it. Follow the manufacturer's directions for removing and re-installing the modem. Make sure you have the original disks that came with your computer and/or modem.

  • Click Start.

  • Click Settings.

  • Click Control Panel.

  • Double click the Modems icon.

  • Click the icon for your modem, and then click Remove. If you have more than one modem listed, remove all of them.

  • Reboot your computer.

  • Windows should re-detect your modem and may ask you to insert the driver diskette or CD that came with your computer or modem.

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    I have AOL 5.0 and I can't get my dial up connection to the University to work.

    Remove AOL 5.0 from your system.

    1. Go to the Control Panel and select Add/Remove Programs.

    2. Choose America Online 5.0 and click Add/Remove.

    3. Go back to the Add/Remove Programs window and look for Restore original WinSock 1.1 configuration.

    4. Click on it, and then choose Add/Remove. Doing so will remove America Online's configuration and replace it with the original Microsoft configuration.

    5. Reboot your computer.

    6. Try dialing in to the University again.

    7. If this still does not solve the problem, please call 831-8825 if you are a student or 831-6000 if you are faculty staff.

    If you want to keep America Online on your computer, obtain a version newer than 5.0. Later versions of AOL's software fixed this conflict.

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    I have Windows XP on my computer. When I dial-in, I sometimes cannot connect, and I get error messages about the PPP link control protocol being terminated.

    You'll need to turn off Windows XP's "multi-link" option. If it appears to be off already and you are still seeing this problem, you will have to turn it on, then turn it back off.
    1. From the Start button, select Connect To -->, then select the dial-up connection you use for UD.

    2. At the bottom of this window, choose Properties.

    3. Click the Networking tab.

    4. Below and to the right of Type of dial-up server I am calling, click the Settings button.

    5. In the PPP Settings window, find the checkbox labeled Negotiate multilink for single link connections. If the box is checked, click to remove the checkmark. If the box is already unchecked, click to make the checkmark appear, then click again to remove the checkmark.

    6. Click OK until all the dialog boxes close.

    7. Try connecting again.

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    I have Windows 2000 on my computer. Sometimes, when I dial in, I get connected. Other times I get error messages about the PPP link control protocol being terminated.

    You'll need to turn off Windows 2000 "multi-link" option.
    1. From the Start button, choose the Settings menu, then the Network and Dial-Up Connections sub-menu.

    2. Right click on the University of Delaware connection.

    3. Choose Properties.

    4. Click the Networking tab.

    5. Below the Type of dial-up server box, click Settings.

    6. Uncheck the Negotiate multi-link for single link connections option.

    7. Click OK until all the dialog boxes close.

    8. Try connecting again.

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    Detailed PPP Configuration Instructions Menu
    Last updated January 25, 2006
    Copyright © 2001-2005 University of Delaware