PROBLEM DESCRIPTION

Dial up access encounters 676 error – The line is busy

CAUSE OF ISSUE

VCN is a shared resource so lines sometimes can become full

SOLUTION

Ask the user to try again. Users are disconnected after 90 minutes of continuous use to give other users a change to login.

PROBLEM DESCRIPTION

Users are unable to connect to the internet using VCN dial up access

CAUSE OF ISSUE

Problem with the dial up servers

SOLUTION

• Verify if there is an issue with the dial up servers
  • Open the MRTG to see the current trend on how many users are connected via dial up. If the graph shows no users are logged in, it can be a sign that there is an issue with the servers
  • Call the dial up numbers. You should hear high-pitched squealing tones. If you hear:
    • A busy signal – The lines are busy. Users can try again or use a different number to dial up.  Check MRTG to see usage to verify this.
    • Static or popping noise – Line quality for this number is bad. Escalate this issue to a senior staff or system administrator.
    • Continuous ringing and the access number do not pick up the line – Access could be down. Check the MRTG graph to verify usage. Escalate issue to the system administrator.
• Escalate this issue to VCN system administrator