DISCONNECTS

This page covers several possible causes for dial-up disconnects, along with their solutions. You may wish to print the page for easy reference before following the instructions.

If you're just disconnected once in a while, it's probably a common "static spike" in the phone line. It's just a normal (if frustrating) part of using computers ... things don't work perfectly every time, and you probably shouldn't worry over it. If you are disconnected frequently, though, these instructions ought to help.

Reboot Your Computer and Reset Your Modem

Your modem or even your computer's operating system may accumulate errors, causing instability. Resetting them both whenever you experience instability may help.

• Shut the computer down properly, making sure to turn off the power completely.
• If you have an external modem, shut it down separately. If it doesn't have a power switch, unplug it. Internal modems (modem "cards" set up inside your computer) are powered down with the computer.
• Leave both the computer and the modem powered down for at least thirty seconds before attempting again to connect.

This procedure actually clears up a wide array of technical problems, and we recommend it as your first action whenever you have technical difficulties.

Disable Auto-Disconnect in MS Outlook Express for Windows

Microsoft Outlook Express for Windows, a very popular mail program, has an option to disconnect after sending/receiving email. If you're using Outlook Express for as your email program, be sure to check that "Hang up after sending and receiving" is turned off. This obscure, hard-to-find setting causes most of the frequent disconnect troubles addressed by our tech support team.

Windows

• In Outlook Express, open the Tools menu and select Options.
• If you use Outlook Express 4, choose the Dial Up tab at the top of the window. If you use Outlook Express 5, choose the Connection tab at the top of the window.

Make sure there is no checkmark before "Hang up after sending/receiving."

• Click the Apply button at the bottom of the window, then OK to save changes.

The Macintosh version of Outlook Express does not have this setting.

Disable Call-Waiting

Call-waiting can cause disconnects when other people call you, as the alert beep interferes with your modem connection, but you generally won't be aware of the call. If you have call-waiting, check to make sure it's disabled when you dial using your computer. If you don't have call-waiting, don't follow these steps.

Windows 95/98

• From the desktop, open My Computer, then Dial-Up Networking.
• Right-click on the SMNET connection you use, and choose Properties.
• Enter the string "70#," into the phone number field, directly in front of the phone number. Leave out the quotation marks, but make sure the comma is included.
• Click OK at the bottom of the window to save changes.

Macintosh (applies to the most popular dialers; your dialer may differ)

• Open the apple menu, then open Control Panels, then Remote Access (might be called PPP in some versions).
• Enter the string "70#," into the phone number field, directly in front of the phone number. Leave out the quotation marks, but make sure the comma is included.
• Close the window, and make sure you save changes.

Disable Idle Disconnects

Most operating systems have an option for disconnecting the computer if the Internet connection is idle too long. You should be aware that reading a web page or composing an email without actually transferring data is considered idleness by the computer. Some idle disconnect features don't monitor all data transfer ports … so some Internet actions (FTP, for example) may be ignored.

Windows 95/98

There are actually two places in Windows you need to check to make sure the setting is turned off. Both of these are in the Control Panel. Please be aware that if you have Internet Explorer 3 installed, the idle disconnect "feature" may work poorly, disconnecting you sporadically.

• Open My Computer from the desktop, then open Control Panel, then Modems.
• Click on the Properties button, then select the Connection tab.
• Make sure "Disconnect if Idle for:" is not checked.
  
• Click OK, then OK at the next window to save.
• Still in the Control Panel, open Internet Options (will be called Internet in Internet Explorer 3 or 4).
• Select the Connections tab, then choose the Settings button.
• If the you use Internet Explorer 4, the "Disconnect if Idle for:" setting will be here. If you use Internet Explorer 5, you will have to click the Advanced button near the bottom to get to it. In either case, turn it off.
• Click OK all the way out to save changes, then close the Control Panel.

Macintosh (applies to the most popular dialers; your dialer may differ)

• Open the apple menu, then open Control Panels, then Remote Access (might be called PPP in some versions).
• Click the Options button near the bottom of the window.
• Under the Connection tab, turn off the option "Disconnect if idle for...." Click OK near the bottom of the window.
• Close the window, and make sure you save changes.

Lower Port Speed

Some computers may not be able to handle a high port speed, resulting in frequent disconnects.

Windows 95/98

Port speed must be adjusted in two places (Modem Properties and in each Dial-Up Networking connection).

Modem Properties

• Open My Computer, then Control Panel, then open Modems.
• Select Properties.
• Lower the Maximum Speed to 57600 (or lower, if necessary).
• Click OK to save the changes.

Dial-Up Networking

• Open My Computer, then Dial-Up Networking.
• Right-click on the SMNET connection, and choose Properties.
• Click on the Configure button at the bottom.
• Lower the Maximum Speed to 57600 (or lower, if necessary).
• Click OK all the way out to save changes.
• Repeat these steps for every connection you use.

To the best of our knowledge, Macintosh computers do not have a port speed control option. They may not have the same problem with port speed.

Minimize Line Noise

Static spikes and other small noises over the phone lines can wreak havoc on a modem connection, often causing it to time out. If the above settings seem fine, this is by far the most common and likely the cause of frequent disconnects. Keep in mind that some modems are more tolerant to line noise than others.

• If there are any splitters between the modem and the phone jack, this may cause line noise. You may be able to minimize trouble by using a single phone line with no splitting.
• Minimize the length of the phone line between the modem and the phone jack. We recommend a line no longer than about six feet.
• Sometimes any other phone lines running out of the modem, or even hardware on the same line but in another room, can cause noise on the line. Phones and answering machines with some sort of memory feature often draw power from the line about every fifteen minutes, a particular barrier to smooth connection. As a test, disconnect all phones while connecting. If that helps, you'll have to decide if getting a second line or unplugging the phone every time you use the Internet is worth the trouble.
• Strong electrical fields, such as those created by electric motors, may cause interference and noise on the line. Turn off fans, ceiling fans, and any other motors (or anything else) that might be generating electrical fields.
• Noise generated along the phone connection outside of your home may also be at fault. Unfortunately, there's little you can do about that.

Optimize Your Equipment

Many modems are released, even brand new, with poorly tested drivers or firmware (software that helps your modem function) that doesn't work very well. It's become almost standard practice for hardware manufacturers to release their products with software that barely functions, and then later develop improved software to offer to consumers.

If you know the brand and model of your modem, find your manufacturer's web site (use a search engine if you don't know the address) and bookmark and check it frequently for updated drivers. Often these drivers will improve performance and enhance resistance to line noise, or have other advantages over out-of-the-box software.

If you use a Macintosh computer, it may have a driver file known as a CCL. Often, however, Macintosh modems will be controlled entirely by initialization strings. In either case, it may still help to track down the information and set it up in your computer.

The procedures for installing drivers or entering initialization strings are highly variable, and our support reps won't be able to help you with your particular brand or model. Most manufacturers include usable instructions for software installation on their web sites.

56K.com is an excellent site for modem information … even if you don't have a 56K modem. It has a plethora of great modem help, including but not limited to:

• A Modem Buyer's Guide and Review page.
• An excellent Troubleshooting Guide (including a checklist for troubleshooting disconnects, and a section devoted to Macintosh disconnects).
• Tips for figuring out who made your modem.

Correct Flawed Settings

Flaws in your basic settings may cause connection problems. If you're not able to resolve the problem by any of the above suggestions, contact tech support to review your basic settings.

Resolve System Trouble

Frequent disconnects can be, in some cases, symptomatic of general system trouble on your computer. Hardware failure or inadequate system resources could possibly be at fault. Contact tech support for a referral to a repair shop that will conduct hardware testing on your computer and modem at no charge.