CONTACTS 

SUBJECTS
Communication DSL Internet Access
DSL High Speed Transmission System
Pac Bell DSL, 000401
DSL EnterNet 300 Pac Bell, 000415
High Speed Internet Access

0807 -    ..
0808 - Summary/Objective
0809 -
080901 - Follow up ref SDS 32 0000, ref SDS 29 0000.
080902 -
080903 - Art did a lot of the physical installation.  He was not trained for
080904 - installing on w2000 and had to leave to help another customer before
080905 - completing installion on our system.  Art was delayed because the
080906 - Central Office assigned router #3 to our account, and we need to be
080907 - assigned to router #9 or above for dynamic access.  This took several
080908 - hours to fix in order that he could establish "sync." Art was also
080909 - delayed because the Pac Bell ISP system was down for some time.
080910 - ref SDS 0 5621  Software for Kingston Technology network card is not
080911 - needed for installation under Windows 2000.  The operating system
080912 - makes sets up the driver automatically. ref SDS 0 3038  For dial up
080913 - access to the server, needed upgraded software for EnterNet 300.  Art
080914 - brought version 1.28 but Windows 2000 requires 1.3 or better.
080915 - Purchased the current version 1.34. ref SDS 0 4899  Late at night was
080916 - finally able to contact the Pac Bell Technical Support people, and got
080917 - information for configuring our access to the server.  This failed,
080918 - which led to getting the upgraded EnterNet 300 program.  We are still
080919 - failing to get access after getting the upgraded dial up program.
080920 - There is a system boot message that may be the problem. ref SDS 0 6972
080921 - Have a call in to get help. ref SDS 0 1980
080922 -
080923 -     [On 000417 made progress on assigning team to coordinate
080924 -     completion of DSL service. ref SDS 34 0001
080925 -
080926 -     [On 000422 got DSL running. ref SDS 35 0001
080927 -
080928 -
080929 -  ..
0810 -
0811 -
0812 - Progress
0813 -
081301 - Art Hernandez arrived.  His phone number is...
081302 -
081303 -
081304 -                           650 301 5106
081305 -
081306 -
081307 - Art initially reported that he is not authorized to install the Pac
081308 - Bell DSL system on a computer running Windows 2000.
081309 -
081310 - Art mentioned this before we discussed anything about our computer, so
081311 - he must have been informed in advance of arriving about our system
081312 - configuration.
081313 -
081314 - We reviewed the record on 000401 where Pac Bell account representative
081315 - who prepared the order, Cervando, advised that Pac Bell can install
081316 - its DSL modem system on a computer that is running under Windows 2000.
081317 - ref SDS 32 3519
081318 -
081319 - Art feels there must have a communication mistake at Pac Bell.
081320 -
081321 - We called Cervando    885 320 5553
081322 -
081323 - Cervando did not answer, so we left a message about the situation.
081324 -
081325 -     [On 000417 Cervando's phone number is disconnected. ref SDS 34
081326 -     0319
081327 -
081328 - Art called his boss, Raymond and spoke for a minute or so privately.
081329 -
081330 - I asked to talk to Raymond.  We talked on the speaker phone, so Art
081331 - could listen.
081332 -
081333 - Raymond said the policy in Northern California is that Pac Bell DSL
081334 - system cannot be installed on a W2000 system, because staff have not
081335 - yet been trained for this work.  As a result, he instructed Art not to
081336 - make the installation today.
081337 -
081338 - We did not discuss why Art came by today with tools and equipment, if
081339 - there was no intent to perform Pac Bell's commitment to make an
081340 - installation.  We also did not discuss why the customer was not
081341 - notified within the past 2 weeks of this possible conflict, so that
081342 - remedial measures could be taken to avoid wasting Art's time and that
081343 - of the customer.  If preparation is needed, notice would have helped
081344 - have everything ready.
081345 -
081346 - We reviewed the record on 000401 where Pac Bell accepted an order to
081347 - make this installation. ref SDS 32 3519  I gave Raymond the phone
081348 - number for Cervando so he can try to follow up internally.
081349 -
081350 - I asked Raymond if the policy not to install the DSL system on Windows
081351 - 2000 is published, so there is an authority to contact, and possibly
081352 - some clarification, or is it a verbal understanding that might have
081353 - gotten exaggerated, as reviewed in 991108? ref SDS 31 4505
081354 -
081355 - Raymond said he has published instructions on this.
081356 -
081357 - I asked him to send me a copy of the policy by email, so we can make
081358 - plans on how to proceed.
081359 -
081360 - Raymond said he cannot send the policy because his boss has it, and
081361 - told him what to do.  He has not actually seen the published policy.
081362 -
081363 - So, we are back to conversation.
081364 - ..
081365 - I asked Raymond if he is aware of any harm that occurs to
081366 - Windows 2000 as a result of attempting to operate Pac Bell's DSL
081367 - software?
081368 -
081369 - Raymond said no harm is caused, that the system runs well on Windows
081370 - 2000, but he cannot authorize Art to make the installation because
081371 - they have not been trained for this work.
081372 -
081373 -     [...below Peter Catherwood confirms this understanding.
081374 -     ref SDS 0 8925
081375 -
081376 - Raymond then talked to Art privately.
081377 -
081378 - Art received several names of other bosses who might be able to help.
081379 -
081380 - After talking to Raymond, Peter tried to call one of several names he
081381 - wrote down while talking to Raymond.  He got voice mail, and left a
081382 - message about our situation.
081383 - ..
081384 - After leaving this message, Art and I reviewed options.
081385 -
081386 - Art feels uncomfortable doing an installation under W2000 since his
081387 - boss has given an instruction not to do so.
081388 -
081389 - We did not discuss why he came by knowing we had a W2000
081390 - configuration, if there was to be no attempt to get the job done?
081391 -
081392 - I asked if he has installed Pac Bell's DSL service on a Windows NT
081393 - system, which has been around for several years?
081394 -
081395 - Art said he has done this.
081396 -
081397 - We considered similarities between W2000 and NT which might result in
081398 - the Pac Bell DSL service running under W2000, as Raymond noted.
081399 -
081400 - Art concurred with this analysis.
081401 -
081402 - I offered to install the DSL software under Art's direction based on
081403 - his experience installing on NT systems.
081404 -
081405 - Art feels this might work.
081406 -
081407 - Art left to set up the physical wiring and get the equipment needed
081408 - to make the installation.
081409 -
081410 -
081411 -
0815 -
0816 -
0817 - 1419 Peter Catherwood called
0818 -
081801 - Peter said he is Raymond's supervisor, with whom we spoke a few
081802 - minutes ago, and he is one of the people Art called after talking to
081803 - Raymond.
081804 -
081805 - I explained Art is downstairs working on installation, and will be
081806 - back shortly.
081807 -
081808 - We reviewed concern about installation on W2000.
081809 -
081810 - Peter said he was at a recent training class and was told that Pac
081811 - Bell has not begun to do installations on W2000 and so this should not
081812 - be attempted.
081813 - ..
081814 - I asked if the training class disclosed that installation on
081815 - W2000 causes harm to W2000?
081816 -
081817 - Peter said that the trainer did not say harm would result from making
081818 - the installation on W2000.  This confirms Raymond's understanding, per
081819 - above. ref SDS 0 9810
081820 -
081821 - We reviewed the idea of the customer making the installation, and Art
081822 - observing and advising based on experience working with NT systems,
081823 - per planning above. ref SDS 0 8528
081824 -
081825 - Peter said this is fine, and that Art can call him if he needs further
081826 - assistance.
081827 -
081828 -
081829 -
081830 -
0819 -
0820 -
0821 - 1443 Art returned
0822 -
082201 - Art brought the equipment for installation.
082202 -
082203 - I explained the call from Peter Catherwood, per above, and that Art
082204 - can call Peter if he needs more information.
082205 -
082206 - Art did not call Peter.
082207 -
082208 - Art then began installation.
082209 -
082210 -        ..
082211 -    1.  Installed filters for router (modem)...
082212 -    
082213 -
082214 -                  Z Blocker Filter Model Z 2000 SM
082215 -
082216 -
082217 -        ...on each of the three phone jacks to avoid voice system from
082218 -        accessing data stream that will now be used on the line.
082219 -
082220 -    2.  Tested phone line 415 781 3456 for throughput and reported the
082221 -        following...
082222 -
082223 -            1536 KB using 26% bandwidth downstream (downloading)
082224 -
082225 -             128 KB using 21% bandwidth upstream (uploading)
082226 -
082227 -        Art seemed to indicate these results are favorable conditions
082228 -        for expanding service, if we wish to do so later.  We have
082229 -        ample bandwidth because of being relatively near the phone
082230 -        company office.  He related earlier getting readings of only
082231 -        900K using 100% bandwidth downstream for several other
082232 -        customers earlier today.
082233 -
082234 -         ..
082235 -    3.  Westell Wirespeed modem (also called a "router") was connected
082236 -        to phone line...
082237 -
082238 -                          415 781 3456
082239 -
082240 -                   Ethernet ADSL Modem
082241 -
082242 -                   Westell Inc.          04 2000
082243 -                   P.O. Box 2200
082244 -                   Aurora, IL  60507
082245 -                   Part # B99 35R516B6
082246 -                   36R516 with Ethernet Cable & NA PWR
082247 -                   SN 00B404228030
082248 -
082249 -      [On 010202 connected this equipment to c13, moved c11 to Concord.
082250 -      ref SDS 38 5395
082251 -
082252 -        The manual in the box has a slightly different explanation...
082253 -
082254 -                   Ethernet ADSL Modem        02 2000
082255 -                   Model B90 35R51x
082256 -                   Part # 030-300108 Rev A
082257 -
082258 -        Installation says a data filter is needed, which is the purpose
082259 -        of step 1. ref SDS 0 5852
082260 -        ..
082261 -        Instruction #3 says a "cross-over" cable may be required
082262 -        when connecting to other equipment, such as an Ethernet hub.
082263 -
082264 -           This seems to indicate the router ADSL modem can connect to
082265 -           a network hub, rather than directly to the network card.
082266 -
082267 -           However, we may need a cross-over cable.  Where do we get
082268 -           it?
082269 -
082270 -           Since we installed a second network card, this issue is
082271 -           initially moot. ref SDS 0 6804
082272 -        ..
082273 -        LED Indicators on Modem
082274 -        
082275 -            Power green on
082276 -            Ready green on
082277 -            Link green on
082278 -
082279 -        This makes three green lights are on, indicating the system is
082280 -        ready to transmit and receive.
082281 -
082282 -        A fourth light is a pulsating yellow to indicate when data is
082283 -        actually being transmitted.
082284 -
082285 -        This means we should have the modem in plain view to see
082286 -        status, so I moved it to between the printer and the scanner,
082287 -        where it is easy to see from the desk facing the monitor.
082288 -        ..
082289 -    4.  Tested the line and router connected with Art's Compaq
082290 -        laptop computer running W98 to "sync" with the router in the
082291 -        Pac Bell central office that connects to the server.
082292 -
082293 -        Test failed.
082294 -
082295 -        Art advised that the system could not sync up with the router
082296 -        in Pac Bell's central office.
082297 -
082298 -        Art called several numbers for assistance.
082299 -
082300 -           He would not provide these numbers to the customer because
082301 -           they are for internal support.
082302 -
082303 -        Initially, he contacted Bev.  I only heard half of this
082304 -        discussion, but it sounded like Bev was very helpful.
082305 -        ..
082306 -        Incorrect Router Assigned for Dynamic Access; System Down
082307 -        
082308 -        Bev advised that the test "sync up" failed because Pac Bell
082309 -        connected the Welch 415 781 3456 line to router #3 in the
082310 -        central office, and it does not support Dynamic Access, which
082311 -        is the kind of service assigned for this account, as reported
082312 -        on 000401. ref SDS 32 0001  Bev advised that Pac Bell should
082313 -        have configured the Welch account to routers #9 or above, since
082314 -        they support dynamic access.
082315 -
082316 -        Art later talked to Rosalinda.
082317 -
082318 -        He learned that in addition to the wrong router being assigned
082319 -        to the Welch account, the Pac Bell system is down at the
082320 -        moment, and not expected to be back online for several hours.
082321 -        ..
082322 -        So, to complete installation, we need to get both the...
082323 -
082324 -           a.  Correct router assigned in the central office, and the
082325 -
082326 -           b.  Pac Bell IP system needs to come back online.
082327 -
082328 -               Below, called Pac Ball Technical Support and they said
082329 -               the Pac Bell system is back online, and the fact that we
082330 -               have "sync" with the 3 green lights on, shows that the
082331 -               router problem has been fixed. ref SDS 0 1500
082332 -
082333 -        Rosalinda is to call NDPSC about changing our router assignment
082334 -        in the central office from #3, which does not support dynamic
082335 -        service, to router #9 or above, which support dynamic service.
082336 -
082337 -         ..
082338 -        Tech Support Available 24 Hours Per Day
082339 -
082340 -        Rosalinda gave a number for Pac Bell Technical support...
082341 -
082342 -
082343 -                              800 708 4638
082344 -
082345 -
082346 -        ...and said it is open 24 hours per day.
082347 -
082348 -            [On 000417 got different number for technical support.
082349 -            ref SDS 34 6006
082350 -
082351 -        Art said that after the central office makes the corrections,
082352 -        we should sync up and be able to complete installation of the
082353 -        software.
082354 -
082355 -            [...below, before Art left about 1730 he noticed that all
082356 -            three LED lights are on, indicating "sync up" is achieved.
082357 -            ref SDS 0 2146
082358 -
082359 -    5.  Dedicated data line.
082360 -
082361 -        Art decided to create a dedicated data line for the router
082362 -        using line 415 781 3456.  A colleague, Joe, came in and joined
082363 -        us about 1600, and he helped install the dedicated data line,
082364 -        including a switch box.  I asked them to leave some extra line
082365 -        so in case we change the configuration of the office layout, we
082366 -        have some flexibility to re-position the computer.
082367 -        ..
082368 -    6.  Network card.
082369 -    
082370 -        Evidently, while talking to Art, Rosalinda was able to connect
082371 -        Alex, so he could join the discussion between her and Art to
082372 -        collaborate on this installation effort.
082373 -
082374 -        Alex suggested using the network card installed since it is
082375 -        already configured, tested and running.
082376 -
082377 -        After hanging up from talking to Rosalinda and Alex, Art
082378 -        indicated that we would have to disconnect the network card
082379 -        from the hub in order to connect the router to the network
082380 -        card, rather than connect to the router to the hub.
082381 -
082382 -        This configuration would eliminate the LAN network capability.
082383 -
082384 -        We discussed whether the router can be connected to the hub in
082385 -        order to preserve the network capability?
082386 -
082387 -        Art indicated he has not done that installation.
082388 -
082389 -           Subsequent research indicated the router can be connected to
082390 -           the hub using a cross-over cable, which Art did not bring
082391 -           today. ref SDS 0 6699
082392 -        ..
082393 -        Art decided to install a second network card dedicated to
082394 -        the router, in order to ensure the LAN will work with DSL.
082395 -
082396 -             [On 000422 LAN network failed with DSL. ref SDS 35 5740
082397 -
082398 -             [...got it fixed by switching to Netbeui. ref SDS 35 7396
082399 -
082400 -        Art shut the computer down, and installed Pac Bell's network
082401 -        card...
082402 -
082403 -
082404 -                          Kingston Technology
082405 -                          EtherRx VP 10/100 Base-TX
082406 -                          PCI Fast Ethernet Adapter
082407 -                          Model:  KNE110TX
082408 -
082409 -                          Part No. 4460071 001.B00
082410 -
082411 -              The manual says the card is dynamically configured by
082412 -              the computer system's BIOS.
082413 -
082414 -      [On 010202 connected this equipment to c13, moved c11 to Concord.
082415 -      ref SDS 38 5395
082416 -
082417 -        We turned the power on and the system booted.  There was no
082418 -        operation for configuring the network card, however, the
082419 -        Control Panel now shows two network cards.  The original 3Com
082420 -        Etherlink III ISA, and now a 2nd...
082421 -
082422 -                  Local Area Connection 2
082423 -                  LAN
082424 -                  Enabled
082425 -                  LNE100TX Fast Ethernet Adapter Version 1.0
082426 -
082427 -           [Below, un-installed the card and re-installed to try and
082428 -           clear a system boot error. ref SDS 0 6972
082429 -
082430 -
082431 -    7.  Software for Network Card Not Needed under W2000
082432 -
082433 -        Art provided a diskett identified as...
082434 -
082435 -                       EtherRx VP 10/100
082436 -                       PCI Fast Ethernet Adapter
082437 -                       Driver with Qstart
082438 -                       Version #1.3
082439 -                       PC Version DOS 1.44 Disk 1 of 1
082440 -                       P/N  7700064-001.A04
082441 -
082442 -        Decided to put these drivers in...
082443 -
082444 -                       h: 00 09
082445 -
082446 -              Disk says to put the disk into the a: port and type run
082447 -              qstart to install the software.
082448 -
082449 -              However, the back of the instruction document for the
082450 -              Kingston Technology EtherRx VP 10/100BASE TX network card
082451 -              says the following...
082452 -
082453 -                Windows NT Users
082454 -
082455 -                The required network driver for this adapter is located
082456 -                in the root directory of the Kinsington drivers disk.
082457 -                Do not install any drivers from the Qstart program.
082458 -                For proper installation, simply follow the procedures
082459 -                listed below.
082460 -
082461 -                1.  Click on Start and choose Settings Control Panel.
082462 -
082463 -                2.  Double click on the Network icon and select the
082464 -                    Adapters tab.
082465 -
082466 -                    Windows 2000 actually works differently.
082467 -
082468 -                    Device Manager has to be opened by right clicking
082469 -                    on the System Management, also called My Computer.
082470 -
082471 -                    This opens system properties.
082472 -
082473 -                    Click on Hardware tab.
082474 -
082475 -                    Click on Device Manager.
082476 -
082477 -                3.  Network Adapters is about 2/3s down the list.
082478 -                    There are two of them, since we also have a 3Com
082479 -                    Ethernet card for the LAN.
082480 -
082481 -                4.  LNE100TX right click on this to open properties.
082482 -
082483 -                5.  Drivers, click on this tab.  This shows...
082484 -
082485 -                    Driver Provider     Microsoft
082486 -
082487 -                    Driver Date         991022
082488 -
082489 -                    Driver Version      4.54.16.0
082490 -
082491 -                    Driver Signer     Microsoft Windows 2000 Publisher
082492 -
082493 -                6.  Update Driver button near bottom of the window.
082494 -
082495 -                    Select from software disk root directory...
082496 -
082497 -                    Kingston EtherRex PCI 10/100 Fast Ethernet Adapter
082498 -                    (KNE100TX)
082499 -
082500 -                    Unfortunately, this driver does not seem to be on
082501 -                    the software diskett.
082502 -
082503 -                    Windows 2000 driver installation Wizard reported
082504 -                    the following...
082505 -
082506 -                                ktc110n3.inf
082507 -
082508 -                    ...provides closer match to the network card than
082509 -                    what was configured by W2000
082510 -
082511 -                    Got an error message saying...
082512 -
082513 -                       An error occurred during installation of the
082514 -                       device
082515 -
082516 -                       The style of the inf is different than what was
082517 -                       requested.
082518 -
082519 -                    As a result, the device driver was not updated.
082520 -              ..
082521 -              There is a web site for getting updated drivers...
082522 -
082523 -                           http://www.kingston.com/tech/eth.htm
082524 -
082525 -
082526 -              Checked the website, and found that it says Windows 2000
082527 -              configures the network card automatically and there is
082528 -              no indication on the screen of this occurring.  That
082529 -              seems to be what happened here.
082530 -
082531 -              So installation of the network card is easier on Windows
082532 -              2000, because it is entirely plug and play.
082533 -
082534 -        ..
082535 -    8.  Sync up Status achieved
082536 -    
082537 -        After Joe completed setting up the separate data line, Art
082538 -        connected the router to the data line and then to the network
082539 -        card.
082540 -
082541 -        He showed that the system now has "sync" status, because all
082542 -        three lights are green on the Westel Wirespeed router, per
082543 -        instructions in the Westel manual shown above. ref SDS 0 7081
082544 -
082545 -        This seems to suggest that Pac Bell has cleared the prior
082546 -        problems that prevented sync up, per above. ref SDS 0 4028
082547 -        However, Art did not expressly state this.
082548 -        ..
082549 -    9.  Software for Pac Bell Internet Support
082550 -    
082551 -        When Art talked to Bev, she confirmed that Pac Bell is not
082552 -        supporting W2000 but everyone understands that it should work
082553 -        okay.
082554 -
082555 -        Art indicated that Bev advised the software CD he brought
082556 -        today...
082557 -
082558 -
082559 -                         SBC Internet Services
082560 -                         Client Software for Basic DSL
082561 -                         V1.28.00
082562 -
082563 -
082564 -        ...supports W2000.
082565 -
082566 -            [Below, turned out that version 1.34 supports Windows 2000,
082567 -            so had to purchase it. ref SDS 0 4899
082568 -
082569 -        Art said he has to make an installation for another customer.
082570 -
082571 -        There was not enough time for Art to examine the Pac Bell CD
082572 -        and explain installation procedures and issues.
082573 -
082574 -        Art suggested contacting Pac Bell Technical Support for help to
082575 -        install the SBC CD.  He said the Technical Support people will
082576 -        provide the password and other setup information needed to
082577 -        complete installation.
082578 -
082579 -            [Below, turned out Pac Bell Technical Support does not help
082580 -            install the software. ref SDS 0 4096
082581 -
082582 -            [...below got software installed. ref SDS 0 4899
082583 -
082584 -        Before Art left, we tried several times to call the Pac Bell
082585 -        technical support number...
082586 -
082587 -
082588 -                          800 708 4638
082589 -
082590 -
082591 -        ...and was told there is a 2 hour wait.  This may have
082592 -        influenced Art's determination to go to another customer.
082593 -        ..
082594 -        After Art left, I installed the CD in...
082595 -
082596 -
082597 -                         h: 00 13
082598 -
082599 -
082600 -        ...did the actual installation late at night, using input from
082601 -        Technical Support, per below. ref SDS 0 4096
082602 -
082603 -        The procedure is run....
082604 -
082605 -
082606 -                         h: 00 13 install enternet300.exe
082607 -
082608 -
082609 -        Seems to turn out that the actual program that is installed on
082610 -        the computer from the CD is...
082611 -
082612 -
082613 -                        Enternet 300
082614 -
082615 -
082616 -        ...see below for details of problems. ref SDS 0 6972
082617 -
082618 -
082619 -   10.  Customer Setup Identification Codes
082620 -
082621 -        Before leaving, Art gave two codes he said we need for
082622 -        contacting Technical Support to complete installation...
082623 -
082624 -        Service order Number:  c14121744
082625 -
082626 -        Customer code:    280
082627 -
082628 -
082629 -  ..
082630 - Trying to contact Pac Bell Technical Support
082631 - Technical Support Does Not Support Software Installation
082632 -
082633 -
0827 -
0828 -
0829 - 2229 Pac Bell Tech Support
0830 -
083001 - Kevin A. answered the phone, after I was on hold for 3 hours.
083002 -
083003 - He said the three lights show "sync" but this is not sufficient to
083004 - complete installation, which provides access to the server.
083005 - ..
083006 - Kevin said he cannot support installation of the software and
083007 - drivers for the hardware.  We reviewed understandings from discussion
083008 - with Art earlier today that Pac Bell Technical Support can help
083009 - install the software and answer questions about configurations.
083010 - ref SDS 0 8648
083011 -
083012 - Kevin asked for Art's last name and department.  He indicated plans to
083013 - call Art's department to clarify that Technical Support does provide
083014 - software installation support.
083015 -
083016 - I advised that Art did an outstanding job, and my purpose is not to
083017 - complain, but merely to expedite completion of the work, since it
083018 - appears that everyone at Pac Bell is working hard to get started in a
083019 - new business, so there are a lot of loose ends at this stage, ramping
083020 - up to develop an installed base of customers.
083021 -
083022 - Kevin said he cannot support Windows 2000 and knows nothing about
083023 - deciding whether or how to connect the Pac Bell router to the network
083024 - hub or to a separate network card.
083025 -
083026 - Since Kevin did not provide support information, I installed the Pac
083027 - Bell software, per above. ref SDS 0 8648
083028 -
083029 -
083030 -  ..
083031 - DSL Set Up Profile User Name and Password, Connected to Server
083032 -
083033 - After we got EnterNet 300 installed running enternet300.exe, per
083034 - above, ref SDS 0 9400, we created a profile.
083035 -
083036 - Kevin gave me a user name:  dslreguser
083037 -
083038 -
083039 -                 password:   reguser
083040 -
083041 -
083042 - We used this to create a Setup profile.
083043 -
083044 -     Setup profile has a tab for Services.  This is applied by
083045 -     selecting the only entry in the window below, and it automatically
083046 -     makes an entry in the "Server" box.
083047 -
083048 -
083049 -
083050 -  ..
083051 - Failed Connect to Server via Web Browser; Need EnterNet 300 v 1.3
083052 -
083053 - Were able to connect to the server.
083054 -
083055 - Could not get the Netscape browser to access any web sites.  Kept
083056 - getting the message...
083057 -
083058 -          There was no response.  The server could be down or is not
083059 -          responding.
083060 -
083061 -          If you are unable to connect again later, contact the
083062 -          server's administrator.
083063 -
083064 -
083065 - Kevin suggested uninstalling the software and installing it again.
083066 -
083067 -
083068 -
083069 -  ..
0831 -
0832 -
0833 - 2308
0834 -
083401 - Talked to supervisor John.
083402 -
083403 - John said we need version 1.3 of the Pac Bell server software, and we
083404 - have 1.28.
083405 -
083406 - He suggested we download from Get Help on Pac Bell's web site at...
083407 -
083408 -
083409 -                http://pacbell.snap.com/
083410 -
083411 -
083412 - ...at this site we tried Get Help, but it goes to a site that does not
083413 - have the updated DSL software for W2000, that John suggests is needed.
083414 -
083415 - John made several more suggestions...
083416 -
083417 -
083418 -                http://pacbell.snap.com/help.html
083419 -
083420 -
083421 - ...bug it did not an access to the DSL software either.  He thinks
083422 - the site we need is down for repairs or something.
083423 - ..
083424 - John suggested calling Pac Bell DSL installation, where Art
083425 - works...
083426 -
083427 -
083428 -                        888 900 9933
083429 -
083430 -
083431 - He suggested an alternate place to get the software is from...
083432 -
083433 -
083434 -                      http://www.nts.com
083435 -
083436 -
083437 - He is not sure where to get an updated driver for the Kingston
083438 - network card, but thinks Kingston may have a web site.
083439 -
083440 - Tried www.nts.com and was able to find something that looks like
083441 - version 1.34 that is 4.4 MB.  It says it works with W2000.
083442 -
083443 - Downloaded it.
083444 -
083445 -
083446 -
083447 -
0835 -
0836 -
0837 - 0039 completed download
0838 -
083801 - Removed the prior version.
083802 -
083803 - Rebooted.
083804 -
083805 - Started to install the downloaded version and it said it is only an
083806 - evaluation program.
083807 -
083808 - Tried to log back to get an actual user version, and the attglobal
083809 - server is down for service.
083810 -
083811 -
083812 -
083813 -
0839 -
0840 -
0841 - 0108 called                  888 900 9933
0842 -
084201 - Talked to Majadi Tech 534.
084202 -
084203 - Explained that John at the Technical Support gave this number to call
084204 - for updated software. ref SDS 0 1748
084205 -
084206 - Majadi said John made a mistake.
084207 -
084208 - He said this department only services the hardware after the software
084209 - is installed.  Majadi said to get updated software we have to call...
084210 -
084211 -
084212 -                             800 506 2599
084213 -
084214 -
084215 - I asked if there is a number at Pac Bell to call for coordinating the
084216 - installation, rather than the customer calling different departments?
084217 -
084218 - Majadi said there is a number for an Escalation Manager, but that
084219 - person contacts the lower department, and they would notify the
084220 - customer to call the number for software because they don't install
084221 - software.
084222 -
084223 -
084224 -
084225 -
0843 -
0844 -
0845 - 0112 called     800 506 2599
0846 -
084601 - Got a message saying to call back on Monday morning.
084602 -
084603 - Tried to leave a message we might be dead by then, but there is
084604 - nobody listening at Pac Bell.
084605 -
084606 -
084607 -
084608 -
084609 -  ..
084610 - Downloaded EnterNet 300 v 1.34 for Windows 2000
084611 -
084612 -
0847 -
0848 -
0849 - 0115 Tried Using JPS
0850 -
085001 - Logged back onto NTS.COM.
085002 -
085003 -
085004 -                      http://www.nts.com
085005 -
085006 -
085007 - Since we are having problems with EnterNet300 v 1.28 provided by Pac
085008 - Bell today, and since John said v 1.3 will run under W2000, per above,
085009 - ref SDS 0 1824, I purchased Enternet 300 1.34, which seems to be the
085010 - program we are actually using from the Pac Bell CD, per above.
085011 - ref SDS 0 8648
085012 -
085013 - Cost $30.
085014 -
085015 - This is version 1.34 for w95, w98 and NT.
085016 -
085017 - Certificate Number:  1574000000039124
085018 -
085019 - Registered to Rod Welch
085020 -
085021 -     [On 000417 Cervando said he is crediting our telephone account
085022 -     this amount, advises the program is available for free from a Pac
085023 -     Bell web site. ref SDS 34 2747
085024 -
085025 - The readme.txt file says this supports Windows 2000. ref OF 6 3600
085026 -
085027 -  ..
085028 - Installed the EnterNet 300 program, per following instructions...
085029 -
085030 -      If you are installing EnterNet 300 on a Windows NT or Windows
085031 -      2000 computer, you must install it from a Windows user account
085032 -      that possesses Administrator privileges. EnterNet will be
085033 -      installed as a Service and will thereafter be useable from user
085034 -      accounts that do not have Administrator privileges. ref OF 6 3600
085035 -
085036 -   [On 000418 this installation was removed and replaced to complete
085037 -   setup of DSL. ref SDS 35 7P9O and ref SDS 35 YT7L
085038 -
085039 -   [On 010422 DSL installed by Pac Bell, ref SDS 35 0788, but caused
085040 -   problem with LAN. ref SDS 35 5740
085041 -
085042 -   [On 010129 Pac Bell clarifies installation procedures. ref SDS 37
085043 -   RM5H
085044 -
085045 -   [On 010129 Pac Bell advises 1.34 is current version for w2k.
085046 -   ref SDS 37 9X4M
085047 -
085048 -   [On 010517 received request for version of NTS Enternet 300
085049 -   installed on our computers. ref SDS 39 V76H
085050 -
085051 -
085052 -
085053 -  ..
085054 - DSL Installation Failing to Connect Browser to Pac Bell Server
085055 -
085056 -
0851 -
0852 -
0853 - 0212
0854 -
085401 - After purchasing and installing the program upgrade to version 1.34
085402 - that supports Windows 2000, ref SDS 0 4899, used procedure provided by
085403 - Kevin, per above, to create a Setup profile. ref SDS 0 3416
085404 -
085405 - Got connected to the Pac Bell network again using the Setup profile.
085406 -
085407 - We got this far the last time.
085408 -
085409 - Will now try the browser.
085410 -
085411 - Got the same result as before. ref SDS 0 5844
085412 - ..
085413 - Booted the system, and got error message...
085414 -
085415 -
085416 -             Error reading register key
085417 -
085418 -
085419 -       The message has the title "Product" but does not have an error
085420 -       number or give any indication of how to clear it.
085421 -
085422 -         [On 000417 set action item for Robert. ref SDS 34 6351
085423 -
085424 -         [On 000422 Pac Bell fixed this problem. ref SDS 35 8096
085425 -
085426 -         [On 000422 problem is conflict between LAN and TCP/IP network
085427 -         protocols for DSL. ref SDS 35 5740   Solved conflict.
085428 -         ref SDS 35 7396
085429 -
085430 -         [On 000518 configured DSL without problem. ref SDS 36 6942
085431 -
085432 -         [On 010129 Pac Bell offers additional ideas to configure NTS
085433 -         Enternet 300 for DSL support. ref SDS 37 RM5H
085434 -
085435 - This may be the cause of the problem.
085436 -
085437 - Need to figure out how to clear the problem.
085438 -
085439 -     Going to try uninstalling the network card and installing it
085440 -     again.
085441 -
085442 -     Used Add/Remove hardware to remove...
085443 -
085444 -                  LNE100TX Fast Ethernet Adapter Version 1.0
085445 -
085446 -     ...installed earlier per above. ref SDS 0 2907
085447 -
085448 - Didn't clear the system boot error.
085449 -
085450 -
085451 -
085452 -
085453 -  ..
0855 -
0856 -
0857 - 0222 called Pac Bell Tech Support    888 900 9933
0858 -
085801 - On hold.
085802 -
085803 -
0859 -
0860 -
0861 - 0309 talked to Jean
0862 -
086201 - She took down information for someone to call us.
086202 -
086203 - She asked for the name of the modem.
086204 -
086205 - Jean said the system has been down.  She has to wait for the system
086206 - to come back up.
086207 -
086208 - She said our profile looks good.
086209 -
086210 - Someone will call us in the morning.
086211 -
086212 -    [...next day no one called.  When I called, was told no one will
086213 -    call until Monday.]
086214 -
086215 -    [On 0000415 no one called.  Called and eventually developed team
086216 -    assignment for Cervando to coordinate solution. ref SDS 34 0001
086217 -
086218 -
086219 -
086220 -
086221 -
086222 -
086223 -
086224 -
086225 -
0863 -