Symptom
You are unable to connect to your Internet service provider using PPPoE.
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 modem cables
Verify that all cables related to the modem are plugged in and firmly inserted. This includes the modem's power cord, the cable from the modem to the computer, and the cable from the modem to the wall outlet. To be sure a connection is properly inserted, disconnect and reconnect it. Be sure that cables have not been cut, chewed, or otherwise damaged.
If you have any hubs or routers in use, be sure to check all cables and power supplies. If you have more than one power supply available for a type of hub or router, try swapping the power supplies. A defective power supply may affect network traffic.
Reset/power cycle modem hardware
Cycle the power on your DSL or cable modem by turning it off for a few minutes then turning it back on. Some ISPs recommend that you unplug the modem's power cord. This is required if the modem does not have a power button. If the modem has a reset button, you may try it before or after cycling the power.
Check indicator lights on modem
Some DSL and cable modems have indicator lights that can provide useful information about cabling connections. A "Cable" light may indicate that the cable network is available, whereas a "PC" light may indicate that the modem recognizes the connection to your computer. If such a light remains off after you have checked your cables and cycled the power, contact your Internet service provider (ISP).
Check System Preferences settings
Open your third-party PPPoE client software, and be sure that it is still properly set up. If you were required to change settings in the Mac OS TCP/IP control panel, check to be sure that they are correct. If you have an IP address that begins in 169 or 192, then you may not be successfully connecting to the network. For more information, see technical document 106868, "
Mac OS 9: How to Connect to the Internet With PPPoE".
Network troubleshooting
If you have two or more computers attempting to share an Internet connection, be sure that your network is set up properly. You need to know if your ISP provides only one IP address or if it provides multiple IP addresses. If only one IP address is used, then you must have a router capable of connecting via PPPoE and sharing that connection, also known as network address translation (NAT) or "IP masquerading." Check the documentation that came with your router for setup information. Check with the person who set up your network. The AirPort Base Station may be used for this routing function. For more information on using the AirPort Base station, see technical documents:
120061: "
Designing AirPort Networks for Mac OS X (v10.1) Manuals"
75138: "
Designing AirPort Networks for Mac OS 9 Document"
Contact your ISP
If you have not resolved the issue with the above steps, contact your Internet service provider.