Most types of ADSL problems can be tricky to resolve if you are not familiar with the common errors. By reading through this article it will help you overcome most ADSL problems and give you a greater understanding of how your ADSL service works. If you have not reviewed the article on setting up your internal equipment you should do this now by clicking on the following link How to connect your ADSL equipment and router.

USB Modem

A USB modem is similar to the old 56k in many respects. The modem device is connected into your PC. In order for your PC to communicate with the device, drivers need to be installed. When trying to connect to the internet with your modem you may encounter the following errors. Some error messages can be misleading so we have tried to redefine the errors for your convenience.

Error 619 - 631:
"The port was disconnected" The computer is telling you it is unable to locate your modem device. In this case it is best to shut down the computer for at least 5 minutes and let it load up again completely. In this time check your cables are not damaged and they are connected correctly. Should the above fail you may need to uninstall your modem software and reinstall .

Error 633:
"The port is already in use" or "Not configured for remote access dial out". Restart the computer to see if it resolves the problem. If the problem persists, disable the security on your computer (firewalls and anti-virus). If you have come this far and the problem is yet to be resolved you will need to uninstall and re-install the modem software.

Error 645:
"Internal Authentication Error" You will generally see this error in older operating systems such as Windows 95, Windows 98 or Windows Me. The simple fix to this is an uninstall/reinstall of your modem drivers. Should the problem maintain on win 95/98 check "require encrypted password" is selected as off within the connection properties.

Error 651:
"Your modem has reported an error". This is an indication that your system or modem installation files have been damaged. Try uninstalling and re-installing your modem device software. If this fails, further checks will be required on your operating system.

Error 678:
"The computer you are dialling is not answering". Shut down your computer for at least 5 minutes and turn it back on again. When the computer has fully loaded, click on the start menu, select run, type in "cmd" and press ok. If this does not work find 'command prompt' within your start menu, all programmes and accessories. Once the command prompt displays (black window with white writing) type in "netsh interface ip reset log.txt" and then press enter followed by a computer restart.

Error 680:
"No dial tone" This is the most common type of fault. If you receive this error, your ADSL light will generally not be its usual, solid colour. Check your connection, i.e. micro-filters, cables and your modem device. Ensure your ADSL equipment is in the master socket. In some cases it can be your equipment that is at fault, in others it could be a line related issue which you will need to consult Firenet directly for further advice.

Error 691:
"Authentication failure" due to username and password. Check that you have your username and password entered correctly. Your username and password are case sensitive. If you are unsure of your username and password it is best that you consult Firenet support. If you find that your username and password are correct and you still receive the error you will need to clear your cached files (stored username and password). You can clear your cached files within your internet options (usually under delete files/browsing history) keyword passwords/cache.

Error 767:
"The connection failed because the device failed" a computer restart should resolve the problem. Allow your computer to fully load before attempting to connect. If the process should still fail an uninstall and re-install of your modem drivers will be required.

Routers

Unlike modems, routers can identify many problems. Routers have built in intelligence that modems do not. They do not require drivers, therefore they can think for themselves. They are programmed with what is called firmware. In some cases firmware may need updated, this can be achieved through the manufactures website. Routers make life easier over all for the customer to identify a connection fault, see below for common router errors.

Network connection failure:
In some cases your router could be connected to the internet, but you are unable to view the results. In this case it is best to check that your computer is connected to your router. This can be achieved through command prompt.

Command prompt:
To access command prompt click on your start menu, programs and accessories. Command prompt will display itself as a black window with white writing. Type "ipconfig" and press enter. You will now see various IP configurations. If you see "media state disconnected" you have found the issue. You have been informed that your computer is not recognising the routers connection. Mac users see below.

Finding your network for a Mac: If you are connected via cable, select system preferences, network, Ethernet TCP/IP. For a wireless network select system preferences, network, AirPort.

Default gateway:
Your default gateway is the address of the router that you are connected to. If you cannot locate this, there may be a problem with the connection between the router and computer.

Router system access failure:
When you attempt to log into your router you may be prompted to supply a login and password. This is usually as default. In most cases "admin" and "admin" or "password" or left blank. We also have an article on logins and passwords to help you further. If you are certain that your login/password is correct and you still are not able to login the defaults may have been changed with in the router interface. A router reset should resolve this problem.

Router Reset:
A router reset can be performed by using a paper clip and holding it into the small hole at the back of the router. Hold the pin in for approximate 7 seconds; you will see the light flicker on the front of your router to indicate the reset has been performed correctly. Note: router resets restore the router to factory defaults and will remove all your previous settings such as your ADSL details and any wireless settings configured which will need reset up again once logged into the router.

ADSL Light:
If you find that your ADSL light is flashing or a different colour, you will not have synchronisation. It is best however to consult your router manual. Synchronisation is from your local BT exchange to the modem/router connection point. A typical example of losing synchronisation would be a faulty micro-filter, router, cables or BT master socket problem. In other cases it can be a BT exchange line/fault. If you are unsure please consult Firenet support.

Chap authentication failure:
Your Firenet username and password is incorrect. Please review your username and password (case sensitive). If the problem maintains consult Firenet support.