THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700
rodwelch@pacbell.net


S U M M A R Y


DIARY: January 29, 2001 07:53 AM Monday; Rod Welch

Pac Bell DSL failing today.

1...Summary/Objective


..............
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CONTACTS 
0201 - Pacific Bell Network Services
020101 - Ms. Evelyn Bannon; Technical Advisor
020103 - DSL Help Desk

SUBJECTS
DSL Access Timing Out
Evaluation DSL
Internet Connection Failed Time Out on C11 in San Francisco NTS Enter

0905 -
0905 -    ..
0906 - Summary/Objective
0907 -
090701 - Follow up ref SDS 11 0000, ref SDS 10 0000.
090702 -
090703 - Pac Bell DSL is out of service today.
090705 -  ..
090706 - When NTS is called, after a few minutes we are getting....
090707 -
090708 -
090709 -       EMSG:  0040P. Timeout while trying to connect to the network.
090711 -  ..
090712 - This suggests Pac Bell network is down.
090714 -  ..
090715 - Since I am in SF today, I am using c11.  The modem in c11 seems to be
090716 - broke, per the record on 010109, ref SDS 12 0001, so cannot
090717 - substitute JPS or Attglobal.
090718 -
090719 -
090720 -
090721 -
090723 -  ..
0908 -
0909 -
0910 - 0809 called Pac Bell
0911 -
091101 - Talked to Beverly.
091103 -  ..
091104 - Solution was to remove the DSL profile, and create a new one, because
091105 - the old one somehow got corrupted.
091106 -
091107 -      [On 010202 used procedures to configure NTS Enternet 300 for DSL
091108 -      service on C13. ref SDS 13 5395
091110 -  ..
091111 - Open NTS 300 in Programs, and execute EnterNet 300, to open the
091112 - screen that always opens when c11 is started.
091114 -  ..
091115 - Right click on the DSL setting and delete it.
091117 -  ..
091118 - Double click on Create New Profile.
091120 -  ..
091121 - Go through the Wizard operation.
091122 -
091123 -    Name of profile is:  DSL
091125 -     ..
091126 -    User name:           rodwelch
091128 -     ..
091129 -    password:            poimss
091131 -     ..
091132 -    There is an "Advanced" step near the end, and Beverly made a
091133 -    setting for DHCP.
091134 -
091135 -        See below, this Advanced selection operation actually is done
091136 -        after completing the re-install, ref SDS 0 HD8G, and it was a
091137 -        mistake that caused continued interrupted service. ref SDS 0
091138 -        HE3O
091139 -
091141 -  ..
091142 - Beverly said we can get updated software from Pac Bell....
091143 -
091144 -
091145 -              http://pacbell.nbci.com
091146 -
091147 -
091148 - ....select software for Windows ME, it is same as for w2k.
091149 -
091151 -  ..
0912 -
0913 -
0914 - 1151
0915 -
091501 - Another problem accessing the network.
091502 -
091503 -    Netscape is unable to locate the server www.welchco.com
091505 -     ..
091506 -    Please check the server name and try again.
091508 -  ..
091509 - Called Pac Bell back.
091511 -  ..
091512 - Talked to..... Mike 062
091514 -  ..
091515 - He said Beverly made a mistake.  We should not set DHCP on, and
091516 - because DHCP has been set to on, this is preventing access to the
091517 - internet.
091519 -  ..
091520 - Mike asked me to hold while he investigates a solution.
091522 -  ..
091523 - Mike came back online after about 20 minutes and suggested trying
091524 - several steps that did not work.
091526 -  ..
091527 - This process was repeated 4 or 5 times, eventually consuming about 2
091528 - hours, however, Mike could not figure out how to turn DHCP off, nor
091529 - otherwise restore performance of DSL.
091530 - ..
091531 - Mike said there is another phone number for W2K support....
091532 -
091533 -
091534 -                      877 722 3755
091535 -
091536 -
091537 - ...this number turned out to be incorrect.
091539 -  ..
091540 - Talked to Elaine TCV.  She said there is no special DSL support for
091541 - W2K.
091543 -  ..
091544 - Elaine contacted another support person and put me in touch with....
091545 -
091546 -
091547 -
091548 -
0916 -
0917 -

SUBJECTS
DSL Interent
Dial-up Networking
Internet Options, in Control Panel
Dial-up Connections Called Automatically by Browser
DSL Access Timing Out
Installation
Internet Options in Control Panel, 010129
Profile DSL Setup, Remove and Re-install, 010129
DHCP Off, 010129
Timeout While Trying to Connect to Network, EMSG 0040P
Dial-up Connection Conflict, Case #10198446
EnterNet 300, 000415
NTS Enternet 300 DSL Software for Pac Bell
Enternet 300 Configuration DSL Registration

2316 -
2317 - 1351 talked to Anita
231801 -  ..
231802 - Anita is more informed about W2K issues.
231804 -  ..
231805 - She gave a case number:   800 638 4357
231807 -  ..
231808 - Work today clarifies installation instructions on 000415. ref SDS 1
231809 - UT3H  May influence record of installation on 000422. ref SDS 4 2688
231811 -  ..
231812 - Anita confirmed that Beverly's suggestion this morning to set DHCP on
231813 - was incorrect, per above. ref SDS 0 OG6H
231815 -  ..
231816 - She said the way to correct the problem we are having using the DSL
231817 - system is by disconnecting DHCP is as follows....
231819 -         ..
231820 -        In EnterNet 300, click once on DSL connection, to highlight it.
231822 -         ..
231823 -        Once highlighted, select from the main menu tool bar....
231824 -
231825 -                       Connections
231826 -
231828 -         ..
231829 -        In this menu, select at the bottom....
231830 -
231831 -
231832 -                       Settings
231833 -
231835 -         ..
231836 -        The Settings menu has an "Advanced" tab near the center right
231837 -        of the menu screen.  Select .....
231838 -
231839 -
231840 -                       Advanced
231841 -
231843 -         ..
231844 -        In Advanced Settings, there are two choices under IP
231845 -        Configuration....
231846 -
231847 -
231848 -            Private API
231849 -
231850 -            DHCP
231852 -         ..
231853 -        As a result of Beverly's work this morning, DHCP was selected.
231854 -        ref SDS 0 OG6H
231856 -         ..
231857 -        Anita said to change this either by selecting Private API, or
231858 -        by clicking on "Default" tab in the right side of the menu.
231860 -         ..
231861 -        After selecting Private API, click OK, and click OK again to
231862 -        close the Connections menu for the DSL connection operation.
231863 -
231864 - ..
231865 - Anita further suggested, in System Management open....
231866 -
231867 -
231868 -        Open Control Panel and select....
231869 -
231870 -
231871 -                      Internet Options
231872 -
231874 -         ..
231875 -        Select the tab at the top for....
231876 -
231877 -
231878 -                      Connections
231879 -
231881 -         ..
231882 -        This menu has a sub menu for....
231883 -
231884 -
231885 -                      Dial-up Settings
231886 -
231887 -
231888 -        ...that contained listings for JPS, Attglobal, and PacBell.
231889 -
231891 -         ..
231892 -        Anita suggested deleting all of these, so that the browser will
231893 -        not attempt to use a Dial-up connection when a call for email
231894 -        or an Internet address is made.
231896 -         ..
231897 -        At the bottom of this menu is an otpion for....
231898 -
231899 -
231900 -                      LAN Settings
231901 -
231903 -         ..
231904 -        Anita suggested opening this and remove all calls, so none of
231905 -        the options are selected.
231907 -  ..
231908 - Explained we have version 1.34, and asked Anita a if there is a newer
231909 - version of NTS Enternet 300 that might improve performance?
231911 -  ..
231912 - Anita said version 1.34 is the most recent version Pac Bell is using
231913 - for w2k systems.
231914 -
231915 -    [On 010202 applied this information to configure a new system, c13.
231916 -    ref SDS 13 WA9K
231917 -
231918 -
231919 -
231920 -
231921 -
231922 -
231923 -
Distribution. . . . See "CONTACTS"