Troubleshooting VCN Dialup

Dial up Error: 678 – There is no answer

Posted January 26, 2014 by VCN.
PROBLEM DESCRIPTION

Dial up access encounters 678 error – There is now answer

CAUSE OF ISSUE
  • Wrong number used to access dial up servers
  • Line noise
SOLUTION
  • Make sure the customer used the correct number to dial up to the server.
TYPE OF USER PHONE NUMBER
Regular User 604-638-0189
Community Group 604-638-0195
Alternate Number 604-638-1365

Troubleshooting VCN Dialup

Dial up Error: 676–The line is busy

Posted January 26, 2014 by VCN.
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.

Troubleshooting VCN Dialup

How to check for issues with dial up access numbers

Posted January 26, 2014 by VCN.
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

Email Troubleshooting

Receiving duplicate email messages

Posted January 26, 2014 by VCN.
PROBLEM DESCRIPTION

Customer reports that they are receiving duplicate emails whenever they try to receive emails usig a 3rd party client

CAUSE OF ISSUE

This usually happens when received emails have one or more attachments that are too large to download with dial up, using email clients like Outlook/Thunderbird. The emails get “stuck” and when you try to get your messages again, the server starts sending you all the messages over again.

SOLUTION
  • To resolve this, ask the user to login through our Webmail to delete/move the email from the inbox, or temporarily use a highspeed internet connection to quickly deal with the issue.
  • If this does not resolve the issue, escalate to a senior staff