There are several types of faults that an ADSL account may encounter. Each will be examined so that you can identify them, fix them (if able) or at the very least have the correct information available should you need to contact TADAust Connect Support. The faults can be summarised as follows:
Pre-existing connection issues
No ADSL Sync (your phone line has lost its ADSL capability temporarily)
Authentication Issues & Modem Configuration
Prior to reporting any faults to TADAust Connect, please remember to reboot your PC and your modem at the same time.
Pre-existing Connection Issues
If your computer was previously set up to dial up to the Internet, your connection issues may lie where the PC believes the dialup modem is the preferred connection method (as opposed to the ADSL modem), or your browser may be set to automatically detect a proxy server. As such, when you try to connect you may find either:
A Connect To window pops up, asking you to use your dialup modem to connect to the Internet upon opening a browser or other Internet based program; or
The web browser is unable to get any web content even though the ADSL connection is active and other traffic (such as mail or ftp) can be received.
Modem Configuration
This can occur when you have ADSL sync but do not have Internet connectivity or you are unable to connect to the modem to configure it.
To ensure that you can Authenticate, please make sure that your TADAust Connect username is entered correctly (usually in the form username@tadaust.org.au and that you are using the password that has been assigned to you.
Domain Name Server (DNS)
This server can be used as both your primary and your secondary DNS.
DNS Server..................: 203.0.178.191
Mail Settings
There are two different mail settings you may need. Firstly there is the incoming mail server, also know as the POP server, or simply the mail server. For dialup customers, it depends on your account type, but it should generally be "mail.tadaust.org.au".
Secondly, there is the outgoing mail server, also known as the SMTP server. This should be set to "smtp.tadaust.org.au".
Reboot modem A reboot of the modem is always the best thing to try first. Some modems can lock up frequently and are fixed by a reboot.
Check lights on modem make sure that there are lights on the modem and that the modems sync light is solid.
Check connections Check when the user was last connected or if there is a current session for the user.
Check errors Check the radius errors to see if there are any listed connection errors.
Modem settings Have the user log into the router and check the settings are correct(username, password, VPI, VCI, Connection type) , if the user changed settings and its now not working have them hardware reset the router then log in and just enter the username and password, all the other default settings should be fine.
Isolation test have the user preform and isolation test, this is where the user would unplug all devices from the phone line leaving only the ADSL modem connected. Then reboot the modem and see if the problems still occur. This should be done if the user is experiencing speed problems, sync problems, or dropouts.
Isolation checklist:
Have the user remove from the phone socket:
Phones
Faxes
ADSL Filters
Back to base alarm systems
Foxtel digital
Dialup modems
Answering machine
Eftpos
ADSL Fault Types
Speed
Symptom: When user is downloading or uploading the speeds are not as fast as the service should be running. ADSL speeds: 256/64 Downloads at around 25kb/s uploads at around 5kb/s, 512/128 Downloads at around 50kb/s uploads at around 10kb/s, 1500/256 Downloads at around 150kb/s uploads around 25kb/s
Solution:
Shaped - First make sure that the user is not shaped, When the user is shaped the user should be downloading at around 5kb/s. Note upload speed does not get altered when shaped.
Speed test - Have the user preform the Speed test at: http://speedtest.ispone.com.au Have the user run this while no other internet applications are running on the service. If the speeds are good then it may be an issue with the certain site the user is downloading from.
Isolation test - Have the user preform and isolation test (see isolation test), incorrectly filtering or maybe even a faulty filter or telephone may cause interference with the connection and cause he speed issues. After the modem is isolated have the user preform another speed test to see if the speed is back to normal.
Antivirus/Spyware have the user scan their computer with up to-date antivirus and spyware software. Some viruses/Spyware can send out emails or other data to the internet and may be causing speed issues for the user.
No Data
Symptoms: User can connect Ok but once connected cannot browse to any websites or receive email.
Solutions:
Is the user connected Check if the user is currently connected within the online user report, Also have the user log into the modem and confirm the router status is connected. If the user cannot access the router then it may be an issue with the computer connection to the router.
Ping tests have the user try ping an IP address (that you know is pingable); If that works have the user try ping a domain name(such as google.com); if the user is able to ping an IP address but not a domain then it is most likely a DNS problems and you should have the user set the DNS servers into their network connection manually. These ping tests can also be performed from the same router's diagnostic section. It's good to perform the tests from here as then computer issues will not affect the results.
Firewalls If the user has a firewall make sure that you try disable it and get the user to rerun the ping tests; if disabling the firewall corrected the issue advise the user to reconfigure their firewall.
Spyware/viruses Some spyware and viruses can block all traffic from a computer; make sure that the user has given their computer a full scan with up-to-date antivirus and anti spy ware programs.
Authentication
Symptoms: user is attempting to connect, but receive Invalid username or password errors.
Solution:
Check failed radius report to see if you can see any errors. The errors will explain why the user is failing to connect. If there are no errors, the user's username or password may be entered incorrectly.
Check user/password - Have the user log into there router and re-enter the username and password. If it still fails have the user hardware reset there router, then entered the username and password. Sometimes the modem can corrupt the username and password and a hardware reset and reconfigure is needed to correct that issue.
Timeout
Symptom: User modem has line sync but fails to connect with no auth errors.
Solutions:
Check sync Make sure that the router sync light is lit up and also log into the router and check the sync status within there.
username/password & settings login to the router and have the user re enter the username and password, also make sure that the vpi and the vci and correct and that the modem is set to PPPoE LLC.
Reset modem - have the user hardware set the modem, the login and reconfigure the router (enter in username and password) and try to connect. Sometimes the modem may be corrupting the setting or if any settings were altered by the user this will set it back to defaults.
Drop outs/intermittant sync
Symptoms : the er modem keeps disconnecting and/or the modem temporarily losses sync. Many connections are listed within the user's usage report with short session times.
Solutions:
Isolation test have the user preform a isolation test (see isolation test), then see if the dropouts still occur.
Check filters make sure that the user filters are all plugged in correctly and that the modem is unfiltered, a filtered modem or backward filters can cause interference with the ADSL and cause loss of sync and connection problems.
Reset modem there may be a fault with the modem that is causing the issue, hardware resetting the modem and reconfiguring it can sometime help.
Replace modem - If possible have the user try another modem, if the modem is having problems holding a connection it may be faulty, If you try another modem and the same issues occur its most likely a line issue.
Double adapters/line extensions make sure the user had no phone double adapter or phone extension cords, these can cause issues with connections and dropouts.
No Sync
Symptoms: user's modem is powered on and the sync light is not lit up.
Solutions:
Phone line If the user has multiple lines at the premises make sure the user has the correct line plugged in.
Phone socket - Make sure that the phone socket the modem is plugged into has a dial tone by plugging in a standard telephone. Also try a another socket just plugging in the phone cable and the power and see if the modem gets sync, if it does then there is most likely an issue with the original socket and a phone technician would need to check it out.
Modem cables Make sure that all the cables are plugged in the modem, and that the phone cable goes directly from the wall socket to the to the modem DSL port.
Isolation test have the user preform a isolation test (see isolation test). If the sync comes on while isolated this means that there is incorrect filtering or a device is interfering with the ADSL. The user will need to double check their filtering or look into getting a central filter if multiple devices are on the line.
Check filters make sure that the user filters are all plugged in correctly and that the modem is unfiltered, a filtered modem or backward filters can cause interference with the ADSL and cause loss of sync and connection problems.
Reset modem there may be a fault with the modem that is causing the issue, hardware resetting the modem and reconfiguring it can sometime help.
Replace modem - If possible have the user try another modem, if the modem is having problems holding a connection it may be faulty, If you try another modem and the same issues occur its most likely a line issue.
Double adapters/line extensions make sure the user had no phone double adapter or phone extension cords, these can cause issues with connections and dropouts.
If all the above have been checked and can be discounted please contact TADAust Connect Support and report the fault. Please be sure to provide the results of all that you have tested, and any information that you can provide as to when you think the fault first started.