General Troubleshooting

Why can’t I access VCN’s website using my browser?

PROBLEM DESCRIPTION

Why can’t I access VCN’s website using my browser?

CAUSE OF ISSUE
  • No or slow internet connection
  • Connected to internet via Wind Mobile
SOLUTION
  1. Ask user to check their internet connection. Make sure that they are able to access other internet sites (i.e Google, Yahoo, etc..)
  2. If user is connected to the internet, verify that you are able to access VCN’s website.
    If there are no issues with the website, check with the customer how they are connected to the internet (VCN Dialup or ISP). If users are connected using VCN dial up, check the servers to make sure that there are no issues otherwise ask users to contact their ISP to report the issue.
    Users connected to the internet via Wind Mobile have reported that they are unable to access VCN’s webstite. This is a known issue that has been reported to Wind Mobile by some users.

Email Troubleshooting

Cannot Receive Emails

PROBLEM DESCRIPTION

Unable to receive new emails in VCN email account

CAUSE OF ISSUE

There is a 100 MB mailbox limit enforced. If users report that they are not able to receive emails, it is most likely that their inbox has reached 100 MB.

SOLUTION
  • Check the reports released regarding mailbox that reached the 100MB limit to see if their username is on the list.
  • Check with the customer if they recently received any email warning about the size of their mailbox.
  • If their mailbox has indeed reached the limit, ask them to delete emails to reduce the inbox size so that they can start receiving
  • Escalate this issue to a senior staff, if you are unable to resolve the issue after making sure that mailbox is below the 100 MB limit

Email Troubleshooting

Cannot Send Email

PROBLEM DESCRIPTION

Cannot send email on Windows or Mac computer

CAUSE OF ISSUE

There can be a variety of issues why email cannot be sent such as:

  • Connection Problems
  • Program or Folder Corruption
  • Server Setting  Issues
  • User’s VCN account is validated as TEXT and not PPP.(Usually reported by customers who have new VCN accounts)
SOLUTION

Check computer and cables for proper internet connection. For more information, please refer to Resolving Connectivity Issues or Resolving Common Dial-Up Issues.

There can be other conflicting programs like antivirus software or something in the email program itself that may be causing the issues such as corrupted folders. Try to temporarily deactivate conflicting program(s) or clear pending message(s) in the Outbox Folder to correct some basic issues

Check the server settings as indicated below for the supported email clients such as OutlookOutlook ExpressThunderbird, and Apple Mail:

Email Client Server Settings:

Incoming (POP): vcn.bc.ca
Outgoing Server (SMTP): mail.vcn.bc.ca

For users connected to the internet using another ISP, ask the user to check with their Internet provider on the correct pop3/smtp server settings of their Outgoing Mail Server.(example: Shaw: mail.shaw.ca, Telus: smtp.telus.net)

Incoming Server: mail.vcn.bc.ca or outgoing mail server of ISP Provide(the same as Outgoing Server)
Incoming / Outgoing User Name: anything before the @ symbol in user’s email address such as someone for the email address someone@vcn.bc.ca
Incoming Mail Port#: 110
Outgoing Mail Port#: 25

If issue is caused by VCN account validated as TEXT:

  • Log into PUTTY and check the user’s account.
  • Enable PPP access for the account.
  • If this does not resolve the issue, escalate to a senior staff.

Troubleshooting VCN Dialup

Resolving Common Dial-Up Issues

PROBLEM DESCRIPTION

Computer user experiencing dial-up connectivity problem

CAUSE OF ISSUE

  • Hardware
  • Software
  • Network settings
  • Telephone line
  • Network or outage
SOLUTION
  • Check hardware setup from the device to the wall:

Computer– see if the computer, including its peripheral devices such as ports, batteries, and built-in modem meets the minimum system requirements for dial-up connection and is in good working condition. Otherwise,  have the problem device(s) checked by a technician before connecting to Internet.

Router / Modem– observe the light indicators  located in front of most device(s) for any problems such as interference, static or compatibility issues after ensuring that the device is powered on. The lights are normally solid green, such as on the first light indicator when the device has power or blinking when it is trying to establish connectivity. If there is no light for the needed service or the device is not working properly,  try to relocate the corresponding device(s) or cable wires for better signals especially when connecting wirelessly to Internet. Metals, walls, panels,  doors, and other materials can block or reduce wireless signals. If there is an RF signal saturation in the area, changing the channel through router’s GUI may be considered. For more information, see How to Change RF Channels on routers for wireless connection. Also try to check the manual for more information on how to resolve the issues before contacting the third-party manufacturer of the device(s). The light indicators for common modem and routers are as follows:

Figure 1: Modem Light Indicators

 

 

Figure 2: Rouers’ Light Indicators

 

 

Wires– look for breaks and ensure proper connections to devices and wall outlets. Otherwise, try to reseat cables or power cycle any problem device(s) for about 10 minutes. For more information, see How To Power Cycle devices.

  • Check for any software problem

Operating System or program installation
Program / Software settings including presence of malware
Drivers / Service Packs / Updates

  • Review Network Settings

Creating Dial-Up Networking (DUN) connections
TCP / IP
DNS

  • Check the telephone connection

Dial-tone
Line connectivity such as by dialing the access number using the actual phone

  • See VCN announcement  for any outage and network issues or call VCN Help Desk 

Troubleshooting VCN Dialup

Dial up access disconnects after checking email

PROBLEM DESCRIPTION

Internet connection using dial up access disconnects after checking email using a 3rd party email clients (i.e Outlook)

CAUSE OF ISSUE

The email client is set to disconnect after sending and receiving email

SOLUTION

Check the general settings and disable the option to hang up after sending and receiving email.

Microsoft Outlook

      1. Select Tools menu
      2. Select Options
      3. Click on Mail Setup tab
      4. Under Dial Up, disable the options ot hang up after sending and receiving email

Troubleshooting VCN Dialup

Frequent random disconnections during dial up access

PROBLEM DESCRIPTION

Frequent random disconnections

CAUSE OF ISSUE

Problem with line quality

SOLUTION
  • Change or shorten the phone line
  • Remove any splitters

Troubleshooting VCN Dialup

Dial up Error: 797 The modem could not be found.

ROBLEM DESCRIPTION

Dial up access encounters 797 error – The modem could not be found.

CAUSE OF ISSUE
  • Modem not correctly installed
  • Drivers not updated
SOLUTION
  • Restart the computer and re-test the connection
  • Reinstall the modem
  • If your modem seems to be correctly installed and you receive this error, you need to install/update the driver for the modem

Troubleshooting VCN Dialup

Dial up Error: 691 – Access denied because username and/or password is invalid on the domain.

PROBLEM DESCRIPTION

Dial up access encounters 691 error – Access denied because username and/or password is invalid on the domain.

CAUSE OF ISSUE

Wrong username and/or password

SOLUTION

For VCN accounts, you only need the username and not the @vcn.bc.ca, also your username and password are both case sensitive

Troubleshooting VCN Dialup

Dial up Error: 680 – There is no dial tone.

PROBLEM DESCRIPTION

Dial up access encounters 680 error – There is no dial tone.

CAUSE OF ISSUE
  • A telephone or device is using the line
  • Modem cables or phone line not properly connected to ports or phone outlet
  • Faulty modem
  • Faulty cables or phone line
SOLUTION
  • Check the telephone and make sure that it has a dial tone
  • Ensure that your phone line is connected to a phone outlet and to the correct port on your modem, usually Line or Line In
  • Make sure there are no other device that is using the line