Symptom
You are not able to connect to the Internet using your dial-up (PPP) service provider.
Note: This document does not apply to Mac OS 9 when used in the Classic environment of Mac OS X. The Classic environment uses Mac OS X network settings. For information on Mac OS X connectivity, see technical document 106796, "Mac OS X: Internet and Network Topics (Getting Connected, Troubleshooting)".
Solution
Check phone outlet and cables, call waiting, line quality
Make sure your phone outlet or "jack" is good by connecting a telephone to it. Be sure that the phone cable between the jack and your modem is plugged in and firmly inserted. To be sure that a cable is properly inserted, disconnect and reconnect it. If you are using an external modem, check the connection to your computer and its power cord. Be sure that cables are not cut, chewed, or otherwise damaged. If you experience frequent or random disconnection, consider these possible causes:
For an expanded discussion of this subject matter, see technical document 24803, "Troubleshooting Phone Line Issues That Affect Modem Connections".
Avoid the Ethernet port
The Ethernet port and the modem port look alike, but the Ethernet port is wider. On many Macintosh computers, it is possible to plug a standard RJ-11 phone cable into the Ethernet port, though this has been prevented on some models. Be sure to connect your phone cable to the modem port. Figure 1 illustrates the similarities and differences in these two ports. Note that the ports have identifying icons.
Figure 1 Ports of an iMac computer
Check your connection settings
Open the TCP/IP, Modem, and Remote Access control panels, and check that the settings are still correct (early Mac OS 8 versions may have a PPP control panel instead of Remote Access). If you have an IP address that begins in 169 or 192, then you may not be successfully connecting to the network. If you need help verifying that your connection is set up properly, try repeating the steps in technical document 106869, "Mac OS 9: How to Connect to the Internet via PPP (Dial-Up Access)".
Delete TCP/IP Preferences and MacTCP DNR
If you still cannot connect, it is possible that a damaged TCP/IP preference file or MacTCP DNR file is contributing to this symptom. Record your TCP/IP settings elsewhere so that they can later be re-entered, then delete these preference files:
Note: Mac OS 9.1 and later will not recreate the MacTCP DNR file. Drag this file to the desktop instead of the Trash unless you are sure you have no earlier programs that may require it (these programs would likely refer to MacTCP instead of Open Transport or TCP/IP).
Restart your computer and re-enter your TCP/IP control panel settings. You may discard the TCP/IP Preferences and MacTCP DNR file.
Be sure your software is up to date
Under certain circumstances, your modem may need a software update to work properly. If you have an Apple built-in modem, be sure that you have the latest update for the version of Mac OS that you are using, and that you have installed any applicable modem update for your computer model. You may search Apple Software Downloads using the word "modem" and the model name of your computer (http://www.apple.com/swupdates/). If you have a third-party modem, check the manufacturer's website for possible modem script, driver, or firmware updates.
Contact your ISP
If you have not resolved the issue with these steps, contact your Internet service provider.
You are not able to connect to the Internet using your dial-up (PPP) service provider.
Note: This document does not apply to Mac OS 9 when used in the Classic environment of Mac OS X. The Classic environment uses Mac OS X network settings. For information on Mac OS X connectivity, see technical document 106796, "Mac OS X: Internet and Network Topics (Getting Connected, Troubleshooting)".
Solution
Check phone outlet and cables, call waiting, line quality
Make sure your phone outlet or "jack" is good by connecting a telephone to it. Be sure that the phone cable between the jack and your modem is plugged in and firmly inserted. To be sure that a cable is properly inserted, disconnect and reconnect it. If you are using an external modem, check the connection to your computer and its power cord. Be sure that cables are not cut, chewed, or otherwise damaged. If you experience frequent or random disconnection, consider these possible causes:
- Disconnect if idle feature
You can set your computer to automatically disconnect from the Internet after a period of inactivity. Familiarize yourself with this setting, which is found in PPP Options. Be sure this is not your issue before spending time on your phone line. Similarly, your Internet service provider may automatically disconnect you when you are idle. Ask your Internet service provider what its idle disconnection policy is. - Call Waiting
If you have call waiting, your Internet connection may be interrupted by an incoming call. Check your phone book to obtain the appropriate code for turning off call waiting on a per-call basis. In North America, it is usually "*70". Enter this code as a prefix followed by two commas when typing your dial-up phone number. For example, if your dial-up phone number is 555-1111, then you could enter "*70,,5551111" as your dial-up phone number. The commas are used to pause between tones, allowing the code prefix to be acknowledged before dialing. - Phone off the hook
Be sure that others in your home or office are not using telephones on the same line. - Environmental interference
It is possible that your phone line receives interference from a strong electrical field, or an electric or radio appliance. Try an outlet in another area or remove potential sources of interference, if possible. - Phone line quality
Analog phone lines ("POTS," or plain old telephone service) are generally maintained for voice quality. Your modem may reveal quality issues with your phone line that are not considered when evaluating for voice quality, and that are not perceptible to the human ear. If frequent disconnects cannot be isolated to another cause, you may need to investigate phone line quality by contacting your telephone company. If you cannot resolve an issue with phone line quality, consider other alternatives that may be available in your area, including cable, DSL, ISDN, satellite service, and so forth.
For an expanded discussion of this subject matter, see technical document 24803, "Troubleshooting Phone Line Issues That Affect Modem Connections".
Avoid the Ethernet port
The Ethernet port and the modem port look alike, but the Ethernet port is wider. On many Macintosh computers, it is possible to plug a standard RJ-11 phone cable into the Ethernet port, though this has been prevented on some models. Be sure to connect your phone cable to the modem port. Figure 1 illustrates the similarities and differences in these two ports. Note that the ports have identifying icons.
Figure 1 Ports of an iMac computer
Check your connection settings
Open the TCP/IP, Modem, and Remote Access control panels, and check that the settings are still correct (early Mac OS 8 versions may have a PPP control panel instead of Remote Access). If you have an IP address that begins in 169 or 192, then you may not be successfully connecting to the network. If you need help verifying that your connection is set up properly, try repeating the steps in technical document 106869, "Mac OS 9: How to Connect to the Internet via PPP (Dial-Up Access)".
Delete TCP/IP Preferences and MacTCP DNR
If you still cannot connect, it is possible that a damaged TCP/IP preference file or MacTCP DNR file is contributing to this symptom. Record your TCP/IP settings elsewhere so that they can later be re-entered, then delete these preference files:
- Macintosh HD : System Folder : Preferences : TCP/IP Preferences
- Macintosh HD : System Folder : MacTCP DNR (If you do not see this file, skip this step).
Note: Mac OS 9.1 and later will not recreate the MacTCP DNR file. Drag this file to the desktop instead of the Trash unless you are sure you have no earlier programs that may require it (these programs would likely refer to MacTCP instead of Open Transport or TCP/IP).
Restart your computer and re-enter your TCP/IP control panel settings. You may discard the TCP/IP Preferences and MacTCP DNR file.
Be sure your software is up to date
Under certain circumstances, your modem may need a software update to work properly. If you have an Apple built-in modem, be sure that you have the latest update for the version of Mac OS that you are using, and that you have installed any applicable modem update for your computer model. You may search Apple Software Downloads using the word "modem" and the model name of your computer (http://www.apple.com/swupdates/). If you have a third-party modem, check the manufacturer's website for possible modem script, driver, or firmware updates.
Contact your ISP
If you have not resolved the issue with these steps, contact your Internet service provider.