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First time streamyx users Certified ADSL Modems Possible network configuration with tmnet streamyx Troubleshooting FAQ

Troubleshooting FAQs
Some troubleshooting tips for tmnet streamyx home users: I can't get connected to the tm net streamyx service. Why? I can connect, but I can't surf the Internet. Why? I often get disconnected when I'm surfing. Why? Error 678 : Remote computer did not respond. Why is my phoneline so noisy ? I cannot send email using other ISP's email accounts. Why? Other Issues. Slow connection issues Cannot visit certain sites Troubleshooting tools: Ping I can't get connected to the tmnet streamyx service. Why? Phone line In order for you to use the tmnet streamyx service, you must ensure that your phone line is in working order. To check if your phone line is functioning, lift your phone receiver and check for a dial tone. If you can't hear any tone on the receiver, please call 100 to report or go to the nearest Kedai Telekom to report. Modem - line - filter connectivity You need to check your modem - line - microfilter connectivity. Please ensure that all the cables are fitted properly and the modem is powered ON. Modem 'link' light status Does the modem 'link' light continuously blink? If yes, then there is a local access problem between your modem and the DSL Access Multiplexer at the nearest local exchange. This could be due to several reasons: A faulty modem. Lost connectivity from your house to the exchange. Reboot your modem (switch off your modem, wait for few seconds and then switch on the modem again). This will re-synchronize the modem with the DSL Access Multiplexer at the local exchange. Wait for several minutes until the 'link' light stops blinking. If the 'link' light continuously blinks even after few reboot cycle, please call our Customer Interaction Center. Check Username and Password One of the most common problems is typing in the wrong username or password. Please ensure that you have typed in the user id in userid@streamyx format. Please re-type them and try again. If you are still unable to get connected, it may be due to other problems. If none of the above steps solve your problem, please call our Customer Interaction Center at 1-300-88-9515 for further assistance.

back to top^ I can connect, but I can't surf the Internet. Why ? Browsing problems can be due to several reasons:

Incorrect OS network configuration settings. Virus infected system. Bad browser configuration. Network problems.

In order to isolate the problem, please follow the steps below: Ping test Ping is a simple tool that allows you to identify whether your Internet connectivity is still functioning. Follow the simple steps below:

1. 2.

Go to Start > Programs > MS-DOS Prompt When the command prompt window appears, type ping 202.188.0.133 and press 'Enter'.

Successful Test You should be able to see a result similar to this: Reply Reply Reply Reply from from from from 202.188.0.133 202.188.0.133 202.188.0.133 202.188.0.133 bytes=32 bytes=32 bytes=32 bytes=32 time=1ms time=1ms time=1ms time=1ms TTL=253 TTL=253 TTL=253 TTL=253

If your ping test was successful, try to ping a URL. For example type ping www.yahoo.com or ping www.tm.net.my at the command prompt. If you get a timeout error or destination host unreachable, it could be that your DNS is not resolving properly. Call our Customer Interaction Center for further assistance. If you get a successful ping result it means that the tmnet streamyx connection is working fine and the problem could be at your browser or with the settings within your computer. Failed Test

Timeout error If you see this message: Request Request Request Request OR Destination Host Unreachable error Destination Host Unreachable. Destination Host Unreachable. Destination Host Unreachable. It could be that your connection has not properly established. Disconnect your current connection and reconnect. If this does not solve your problem, call our Customer Interaction Center to enable us to check your connection. If you encounter problems surfing to a particular site, use the above method to check if the site is available. For example, if you cannot surf to a local site www.tm.net.my or www.bluehyppo.com, you can apply the above method by typing the command as: timed timed timed timed out. out. out. out.

c:\>ping www.tm.net.my c:\>ping www.bluehyppo.com

Working condition You should see a result similar to this: Reply from 202.71.97.44 bytes=32 time=1ms TTL=253 Timeout error If you see this message: Request timed out. The site is probably down for network maintenance or for some other cause. Note: Some nodes will turn off their response to the PING command for security reasons.. back to top^ I often get disconnected when I'm surfing. Why? This could be due to several reasons:

Trying to reinstall the dialer. A faulty modem. Try using a different modem. Bad copper pair quality and/or connectivity from your house to the exchange.

Reboot your modem. This will re-synchronize the modem with the DSL Access Multiplexer at the local exchange. Wait for several minutes until the 'link' light stops blinking. If it does not, call our Customer Interaction Center

for further assistance. back to top^ Error 678 : Remote computer did not respond 1. Check your 'Link' light on the modem. If the light continuously blinks, try to restart your modem and the PC before connecting again. 2. If the 'Link' light is lit, try to uninstall the current dialer and reinstall it. If this does not solve the problem, please call our Customer Interaction Center for further assistance. back to top^ Why is my phone line so noisy? This could be due to several reasons:

A bad splitter/filter installation. A faulty modem (in the case of splitterless configuration). A faulty splitter/filter.

Try to disconnect your modem from your current phone line connection and check if the noise is still there. If it is, please call your nearest Kedai Telekom to get your phone line checked. If your phone line has noise only when your modem is connected, then it could be due to a faulty modem (in the event of a modem with a built in microfilter) or a faulty micro filter (if you have an external microfilter). back to top^ I cannot send mail to other ISP's email account. Why? TM Net users who use tmnet streamyx or 1515 for their Internet access may face some difficulty in sending mail while using other ISP's email accounts. Due to security concerns, some ISP's block access to their smtp server especially for users who are trying to access their smtp server while using another ISP's Internet access. For example, users using the tmnet streamyx service will not be able to send email while using another ISP's email account. To work around this problem, you can use the respective ISP's webmail to send and receive email. For example, TM Net's webmail address is at http://webmail.tm.net.my. Please refer to the respective ISP's home page for the link to their webmail service. Note: SMTP (Simple Mail Transfer Protocol) - Protocol used in the server end to send mails to a particular user. POP (Post Office Protocol) - Protocol used to retrieve mail from a server. back to top^ Slow connection issues Listed below are the issues that concern slow browsing. Please go through the following steps to identify causes of the slow connection browsing speed. If the problem persists, please contact our Customer Interaction Center and we'll assist you.

Check DNS Entry Check Proxy Configuration Latest Drivers

Resources Phone line wiring Spywares Antivirus Software Personal Firewalls Routers and Switches Unneeded Protocols Fresh System

DNS Entry Check the DNS entry on your network settings. Make sure the DNS address being used is the TM Nets DNS address; using another DNS address could delay the fetching of web-pages. Windows 2000 1. Go to Start ---> Settings ---> Network and Dial Up Connection 2. Right click on Local Area Connection and select properties.

3. Click and highlight the 'Internet Protocol (TCP/IP)' entry and click Properties.

4. Click on Obtain an IP address automatically and select Use the following DNS server address Details to be used : Preferred DNS server: 202.188.0.133 Alternate DNS server: 202.188.1.5

Windows 98 1. Double Click: My Computer 2. Double Click: Control Panel ---> Network. 3. Make sure the network card (Ethernet card) is installed and in working condition. Select the TCP/IP entry for the network card and click on the Properties button.

4. Select the DNS Configuration tab. Select Enable DNS and the add DNS address under the DNS Server Search Order. For the Host field you can put your preferred name and as for the Domain, please use tm.net.my. Type 202.188.0.133 and then click Add followed by 202.188.1.5 and click Add.

Windows XP 1. Go to Start ---> Control Panel ---> Network Connections 2. Right click on the Local Area Connections and select Properties 3. Select the General tab and highlight the TCP/IP entry. Click Properties.

4. Select the Use the following DNS server address option 5. Enter the following particulars - Preferred DNS server: 202.188.0.133 - Preferred DNS server: 202.188.1.5

back to top^ Proxy Configuration Disable the Connect through proxy option within Internet Explorer. 1. Within Internet Explorer, go to Tools Internet Options and select the Connections tab

2. Click on the LAN Settings button at the bottom of the screen.

back to top^ Latest drivers Please ensure that you have the latest driver installed for your Ethernet card. Hardware manufacturers normally

release newer versions of drivers to solve the problems that might have existed with their earlier versions. 1. For Ethernet based modems, make sure the driver, which is being used for the Ethernet card, is the latest driver. Using an old driver or a driver with a bug in it could a cause slow Internet connection as well as intermittent connections. 2. If you are using an USB based ADSL modem; get the latest modem driver from your modem manufacturers homepage. 3. For the latest drivers, and bug patches for your driver or your tmnet streamyx dialer please visit the respective manufacturers homepage for updates. back to top^ Resources 1. USB based modems tend to require more system resources compared to Ethernet based modems. Make sure that you have adequate memory in your computer if you are using a USB based modem. 2. If you are running number of background programs, try to disable them and then use tmnet streamyx to see if there is any difference. back to top^ Phone line wiring 1. Check your phone for any crackling noise. If there is any audible static noise on your phone line do get a qualified technician to check your internal phone line wiring. Noisy phone lines can cause a slow connection, as there will be interference during the transmission and receiving of data. 2. If required, do a rewiring for your phone line. back to top^ Remove Spywares 1. Spyware is a technology that aids in gathering information about a person or organization without their knowledge. Normally advertising companies will install additional tracking software on your system without you realizing. The tracking software will then continuously send data to the advertisers server. Currently ther is a large number of spyware being installed in users computers without their permission or without their knowledge. When there is a substantial amount of spyware installed on your computer, these programs will then make use of your Internet bandwidth. 2. To remove the spywares installed in your computer, use some of the free spyware remover software available online. back to top^ Antivirus Software 1. If you have antivirus software running in the background, try to disable the software. Try to use tmnet streamyx after disabling the software. 2. If theres a difference in the performance of tmnet streamyx after disabling the antivirus software, it could be that the antivirus software is blocking your access to certain sites or blocking certain types of data packets. back to top^ Personal Firewall Softwares 1. If you use personal firewall software like Zone Alarm make sure that your configuration within the firewall is

correct. 2. Incorrect settings of firewalls could block incoming and outgoing packets. Ensure that you are not blocking your applications from sending and receiving packets to the Internet. 3. If you are not sure of the settings, uninstall the firewall and then try to use tmnet streamyx back to top^ Routers and Switches 1. Is your computer sitting behind a router or a switch? If yes, is your router configured properly? If your router is not configured, there i s a high possibility that your router is routing your data packets to wrong destinations. 2. Try to bypass your router and switches. Do a direct connection to tmnet streamyx using a PC. *** Please note that if you are sharing your Internet connection with other computers at home or the office, the speed you will receive will be the speed that is distributed equally over all the computers that are sharing the one Internet connection. back to top^ Remove unneeded protocols 1. tmnet streamyx works on the TCP/IP protocol. This is the standard protocol which is generally used all over the world. 2. Protocols such as NETBEUI and IPX are normally used and it is safe for them to be uninstalled. If you are not using these protocols, uninstall them. Windows 2000 1. Go to Start ---> Settings ---> Network and dial up connection 2. Right click on Local Area Connection and select Properties.

3. Click and highlight the protocol you want to uninstall and press the Uninstall button. This will uninstall that particular protocol.

Windows 98 1. Right click on the Network Neighborhood icon on the desktop and select the properties option.

2. Highlight the protocol that you would like to uninstall and click Remove button. Windows XP 1. Go to Start Control Panel ---> Network Connections 2. Right click on 'Local Area Connections' and select Properties

back to top^ Fresh System If none of the above steps work, try connecting to tmnet streamyx while using a fresh system. A fresh system means a fresh installation of Windows or you could also try with another computer. back to top^ Cannot visit certain sites If you cannot visit a particular site but able to access other sites, it could be that the server which is serving the pages for that site, is down. You can also follow the following steps to check for other possibilities of such failures. Remove the Cache files 1. Within Internet Explorer Go to ---> Tools ---> Internet Options

2. Select the general tab. Click on "Delete Files" and make sure the "Delete all offline content" is checked then click "OK". Delete the Cookies Deleting Cookies on Microsoft Internet Explorer 5.0 1. 2. 3. 4. 5. 6. Within Internet Explorer Click Tools, and select Internet Options on the Internet Explorer menu bar. Click Settings and then click View Files. Click Edit on the toolbar, and select "Select All". Click File, and select Delete. Close and re-launch your browser.

Deleting Cookies on Microsoft Internet Explorer 6.0 1. 2. 3. 4. Click Tools, and select Internet Options on the Internet Explorer menu bar. Click Delete Cookies. Click Yes. Close and re-launch your browser

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