General Information
Servers and Settings
Spam & Security
Virus Protection
Tech Tips & Support Links
Virtual Applications

Frequent Disconnects

Problem: You are frequently being disconnected while connected to the Internet.

Operating Systems: Windows XP, 2000, ME, 98, & NT; Macintosh OS X, OS 8-9

Unfortunately, there is no single solution for being disconnected while using the Internet. Bad splices, poor weather seals or insulation, crosstalk, etc. are common problems that may not really impact a voice connection, but can severly limit a data connection on the same line. This page outlines some common reasons for poor connections/disconnects and possible solutions; however, please be aware that the nature of dial-up Internet is dependent upon things like phone line reliability, which can fluctuate (figuratively, and sometimes even literally) with the weather.

• Idle Disconnect
• Call Waiting
• Email "Hang up when finished"
• Line Noise
• Drivers / Firmware
• Modem Settings
• Hardware Problems

Idle Disconnect

There are only 2 instances where Window Rock's servers will disconnect your connection:

• 20 Minute Idle Timeout - If you are not actively using your connection you will be disconnected after 20 minutes. You might encounter this disconnection if you leave your computer or if you spend a long time reading the same web page without clicking on a link. You may be able to avoid this by leaving your email program open after setting it to check for email every ten minutes.
  
• 12 Hour Session Timeout - While you are free to dial in at any time, Window Rock's Personal Dialup and Family Smart Pack accounts are not dedicated connections. You will be disconnected after twelve consecutive hours.

  Both of these timeouts are in place to ensure that connections are available for active users.

It is also possible that your computer is set to disconnect when it is idle. To check if an idle disconnect option is set on your computer:

Windows XP, 2000, 98, NT

• Open the Control Panel and double click on Internet Options.
• Click the Connections tab, highlight your Window Rock dialup connection and click the Settings button.
• Click the Advanced button in the Dial-up Settings section of the screen.
• Uncheck Disconnect if idle for [ ] minutes.
• Click OK, and OK again, and OK once more. The new settings should take effect the next time you connect.

Windows ME

• Open the Control Panel and double click on Internet Options.
• Click the Connections tab, highlight your Window Rock dialup connection and click the Settings button.
• Click on Properties, then the Dialing Tab.
• Uncheck Enable idle disconnect.
• Uncheck Disconnect when connection may not be needed.

Macintosh OS X

• Open the System Preferences and click Network.
• Click the PPP tab and click the PPP Options button.
• Uncheck Disconnect if idle for [ ] minutes.
• Click OK. Close the System Preferences and save the changes. The new settings should take effect the next time you connect.

Macintosh OS 8-9

• Click the Apple menu, go to Control Panel, and select Remote Access. Note: Remote access is also known as PPP in earlier versions of Mac OS.
• Click the Options button and select the Connection tab.
• Uncheck Prompt every [ ] minutes to maintain connection and Disconnect if idle for [ ] minutes.
• Click OK. Close Remote Access and save the changes. The new settings should take effect the next time you connect.

Call Waiting

If you have call waiting enabled and somebody calls when you are online, you may be disconnected. The solution is to set your line to disable call waiting while you are online. Choose your operating system for instructions to check your Dialup Settings:

Note: To disable call waiting, the prefix is usually *70. Because this prefix can vary depending the phone company, we suggest you check with you local telephone provider if you are not sure.

Windows XP Windows 2000 Windows ME Windows 98 Windows NT

Mac OS X Mac OS 8-9

Email "Hang up when finished"

Some email programs such as Outlook Express and Eudora Pro have an option to automatically hang up from the Internet when finished downloading messages. If you find that you are being disconnected as soon as you check your email, this may be the problem. To determine whether "Hang up When Finished" is selected, do the following:

For Outlook Express:

• Open Outlook Express.
• Click the Tools menu and select Options.
• Click the Connection or Dialup tab.
• Uncheck the Hang Up After Sending and Receiving option and make sure Ask before Switching Dialup Connections is marked.
• Click OK.

For Eudora Pro:

• Open Eudora Pro.
• Click the Tools menu and select Options.
• Select the Internet Dialup category on the left.
• Uncheck Hang up after receiving and sending.
• Click OK.

If you are experiencing this problem with a different email client, please consult the Help files for information about this type of option.

Line Noise

The most common cause for disconnects is line noise. There are many causes of line noise inside and outside of your house, some of the most common are:

• Dampness and moisture in the phone lines - i.e., the weather!
• Old or low quality phone lines.
• Cordless phones attached to the same phone line may cause some interference.
• Phone cords longer than 12-15 feet.
• Phone cords that get stepped on or crimped behind/under furniture.
• Phone cords wound in a bundle can act like an antenna.
• Phone cords next to power supplies, radio, speakers, or other sources of electrical interference.
• Splitters and phone line surge protectors can add to line noise.

Keep in mind that there are times when line noise is worse than usual. If you've ever been talking on your phone and can hear other conversations, static, hissing or popping, your modem will 'hear' the noise as well. Additionally, noise that affects your connection also occurs beyond the range of human hearing.

Below are some suggestions that may decrease line noise:

• Make sure the phone cord to the jack is as straight and short as possible.
• Keep the phone cord at least 2 feet away from power cords and speaker wires.
• Unplug equipment from the phone line when you connect that is not in use, such as fax machines and cordless phones.
• Keep the phone cord away from "high traffic" areas like doorways and under chairs.
• Remove line splitters and phone line surge protectors.
• Unplug all other devices (like extra phones, answering machines and fax machines), then reattach them one at a time to determine if one may be causing the problem.
• Consider purchasing an additional phone line that is dedicated to your data needs.
• If you hear noise on your phone conversations you may want to contact your phone line provider and let them know you may be experiencing some interference. This may prompt them to improve your line condition, thus improving your connection speed. It is important to note that phone companies do not guarantee line quality for data transaction, only voice. Further, if the line noise is attributable to inside wiring, the phone company will charge you for repairs.
• If line noise from other phones/devises is a problem, try to determine which device is creating the noise and replace it or unplug it while connecting. Alternative solutions might be to use a simple double pole toggle switch (from Radio Shack) or a "Privacy Switch" or a Line Restrictor (p/n 43-445) (both can be purchased at Radio Shack). The Line Restrictor will disconnect other extensions while your modem is using the line.

Drivers / Firmware

Another reason you may be getting disconnected is the firmware and drivers for your modem are outdated. Firmware and drivers are the software or programming that tells your modem how to communicate.

Modem manufacturers often release new drivers to correct bugs that can cause connection problems. Even if you just bought your computer, there is no guarantee that the installed drivers are current. That modem may have been sitting on a shelf for months before it was put into your computer and while it sat, the manufacturer may have released many updates.

To obtain the latest drivers and firmware, contact your modem and/or computer manufacturer. You can often get the updates for free from the manufacturer's web page.

Modem Settings

Sometimes modems are set by the operating system to operate at speeds that can cause more errors and disconnections. To check this:

• Click on the Start Button, select Settings, and Control Panel.
• In the Control Panel, open the System icon.
• Click the Device Manager tab, and click the plus (+) symbol next to Modem to display the installed modems on your computer.
• Right click the name of your modem and select Properties.
• At the bottom of the window you will see a Maximum Speed (or Port Speed) setting, which by default is set to 115200 on most systems. Try setting this to 57600.

  Note: You may wish to try setting this even lower to 38400 if 57600 does not help. This will effect your connection speeds, though, so we do not recommend it unless absolutely necessary.

• Click OK, close the Control Panel, and then re-start your computer for the settings to take effect.

You might also try a modem initialization string.

Hardware Problems

If the previous solutions didn't resolve your problem, it is possible your frequent disconnections are caused by a modem malfunction. This may even be the case with a brand new modem. A modem can overheat, which can cause flaws in the electronic components. Or, if the phone line was left plugged in during a storm, an electric surge may have damaged it. You may want to contact the computer or modem manufacturer for further help.

Note: If you contact the phone company and ask them to test the line, please note that their instrumention may not include the testing the frequency required for 56k modem operation because they are only obligated to provide lines that are acceptable for voice only or low speed data connections.