• If your password is lower case, make sure the CAPS LOCK key is not depressed, and vice versa. (You can check the letter case by typing in the username field - this is a readable field.)
• Make sure you have entered a "domain.com" in the Domain field of the User Info window.
• Note: You do not need to add the "@" sign as you may have with previous iPass clients.
• Re-enter your username, domain name and password (to fix any typos you might have made).
• It is possible that the authentication server or iPass RoamServer at your ISP or company may be down or offline; check with your Help Desk.
• Your user account may no longer be active. Check with your Help Desk.
• The access point you are connecting through may be inactive or temporarily unavailable. Try another access point in your area. The iPass service offers multiple access points in major business centers.
• If you have hand-edited the phone number, try creating a new connection from scratch. You could be having a dial script problem.

• In some instances, you may not find a particular city listed in the phonebook, but there might be access points that are local or close to where you are.
• If you are in the United States, contact the local operator to determine whether there are other cities within the same area code. These might be local.
• If you are in the United States, you can use the 800-number or an access point to the nearest city.
• Note: The Area Code feature is only functional for numbers dialed within the United States. When in the United States, entering 800 will also list numbers in 800, 877 and 888 area codes. Like the 800 area code, 877 and 888 are toll-free phone numbers.
• If you are outside of the United States, check in-country rates with the local operator. In many countries, it is very inexpensive to dial long-distance within the country.
• In some locations, like the UK or Germany, there may be "All Cities" listings and "Toll Free" listings.
• All Cities numbers have local rates (less expensive).
• Toll Free numbers are not local and usually yield a higher connection charge for you or your company.
• If possible, try connecting through an alternative access type. For example, Broadband users may be able to find a local dial-up connection.

• As a user, you cannot tell if your dial scripts are running correctly. Dial script problems could result in many different errors, including a bad password message, busy signal, or the wrong number being dialed.
• The best way to prevent a scripting failure is to enter the access point through the phone book. Do not manually enter the access point, even if you have memorized the number. By entering the phone number through the phone book, you are attaching the correct dial script.
• You may have reached this number by using an outdated access point that you have bookmarked. If this is the case, update the phonebook in your client and/or choose a new access point.
• There could be an iPass software error. Verify that you are using the latest version of iPassConnect. If you are not, upgrade to the latest version or contact your Help Desk.
• If you feel you are missing the dial-up scripting tool, make sure that you have the right Dial-Up Networking (DUN) for your system.

• To Access Dial History, go to the HELP drop down list and select "Dial History".
• A Dial History is compiled when a user cannot make a successful connection.
• Dial History shows the unsuccessful dial attempts, and the errors associated with them.
• The user can use this information in conjunction with the Help Desk to try and resolve the errors.
• Once a connection is successful, the Dial History is emptied.

• Verify that you have a modem installed in your computer. If you do not, you will need to install one.
• If you have more than one modem installed, verify that you have selected the same modem in both your Windows Start Menu (open Start > Settings > Control Panel > Modems) and in the iPassConnect Options Menu (open Options > Settings > Dialup > Modem).
• Verify that there is a working phone line by connecting a phone to it and dialing out.
• Verify that any phone extension is connected securely to your computer and the wall phone jack.
• Verify that the phone line is connected to the input jack in the correct PC card.
• If the system is digital (versus analog), you may need a special adapter to connect. You could also request access to a fax line, as it must be analog to function.
• Verify that your Dial Properties are filled out correctly. You may need to change your settings if you are attempting to connect from a different location than the last time you used your client. From the iPassConnect Menu bar, select Options > Dial Properties, and check or uncheck the "Location Same as Selected Number" box and attempt to connect again.
• If you can't hear your modem, verify that the modem volume is not turned off or disabled.
• If you are in an international location, the dial tone could be different, causing your modem to fail to recognize it. You may need to reconfigure your Windows software to not detect a dial tone when dialing.

• Verify the phone line is not already in use.
• Turn down the computer and/or modem volume.
• If your modem is not negotiating or not compatible, you may need to set the modem manually. See the instructions that came with your modem.

• The access point you are connecting through may be inactive or temporarily unavailable. Try another access point in your area. The iPass service offers multiple access points in major business centers.
• You may have reached this number by using an outdated access point that you have bookmarked. If this is the case, update the phonebook in your client and/or choose a new access point.
• Pick up the phone and dial the number manually. You may hear a message explaining the problem. For example, the hotel PBX system may be overloaded, or you may be required to dial a 9 to get an outside line.
• If you are in an international location, the dial tone could be different, causing your modem to fail to recognize it. You may need to reconfigure your Windows software to not detect a dial tone when dialing.
• If you have hand-edited the phone number, try creating a new connection from scratch. You could be having a dial script problem.

• The access point you are connecting through may be inactive or temporarily unavailable. Try another access point in your area. The iPass service offers multiple access points in major business centers.
• You may have reached this number by using an outdated access point that you have bookmarked. If this is the case, update the phonebook and/or choose a new access point.
• Pick up the phone and dial the number manually. You may hear a message explaining the problem. For example, the hotel PBX system may be overloaded, or you may be required to dial a 9 to get an outside line.
• If you are in an international location, the dial tone could be different, causing your modem to fail to recognize it. You may need to reconfigure your Windows software to not detect a dial tone when dialing.
  1. From the Windows Start menu, select Start > Settings > Control Panel > Modems.
  2. On the Modems Properties window, highlight your modem and click Properties.
  3. Click the Connection tab and uncheck "wait for dial tone before dialing."
  4. Click Advanced.
  5. In the Extra Settings box, enter ATX3.
  6. Click OK until you can close out of the Modem Properties window.
  7. On some machines, you need to reboot for changes to take effect.
• If you have hand-edited the phone number, try creating a new connection from scratch. You could be having a dial script problem.

• Verify that there is a working phone line by connecting a phone to it and dialing out.
• Verify that any phone extension is connected securely to your computer and the wall phone jack.
• Verify that the phone line is connected to the input jack in the correct PC card.
• Verify that your computer volume is turned on.
• If you are in an international location, the dial tone could be different, causing your modem to fail to recognize it. To fix this problem, set your Windows software to not detect a dial tone when dialing.
  1. From the Windows Start menu, select Start > Settings > Control Panel > Modems.
  2. On the Modems Properties window, highlight your modem and click Properties.
  3. Click the Connection tab and uncheck "wait for dial tone before dialing."
  4. Click Advanced.
  5. In the Extra Settings box, enter ATX3.
  6. Click OK until you can close out of the Modem Properties window.
  7. On some machines, you need to reboot for changes to take effect.

• Your monitor could be in "sleep" mode. Wake it up by moving the mouse or pressing the enter key.
• Make sure your computer is plugged into an electrical outlet and turned on.
• Make sure your monitor is on. If you are having trouble with your monitor, see the monitor's user guide.

This is often a result of electro-magnetic interference (EMI) or a "noisy" phone line. EMI can cause slow transmission speeds because the modem has to correct for data errors. This happens most frequently in countries with poor telecommunications systems or when the line you are trying to connect to has audible interference. Try redialing the access point.