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The following FAQs are designed to provide information that may assist you to get your service operational as soon as possible. Our common goal is to keep your Internet service operational, sometimes the problems are on your site (or with individual PCs on your site). If we can, together, find the location of the problem or even remove the possible locations of the problem we can get you operational faster. If in doubt call us but we would recommend experimenting with some of the techniques listed below. Finally we recommend that you download and install on one of your PCs our network monitor utility called ZING which will show you visually the state (and performance) of your local network, your router, our network and the Internet backbone.
'Ping' (actually its full name is 'ICMP Echo request') is a simple command that may be issued from the DOS Command Prompt (Start/Programs/Command Prompt). Ping tells you if you can contact an IP address. Basically it sends a small message to another computer which causes the receiver to echo back the same message (the message pings forward and back). Ping is the simplest and most useful diagnostic tool to become familiar with and well worth spending a few minutes experimentation. To use Ping
Reply from xxx.xxx.xxx.xxx: bytes=32 time=yyms TTL=zz
Were xxx.xxx.xxx.xxx is the IP address that is responding, yyms is the time (yy) in milliseconds (ms) that the ping took and zz can be used to calculate the number of routers that it passed through on its journey.
Request timed out
Or something similar which indicates a fault somewhere in the network. Note the failure message and contact us.
Check the Zing values and status settings.
There are three possible causes of this problem:
The web site is off the air or otherwise unreachable.
Can you get to other web sites? If so its this web site. You have wait and keep trying it may be down or busy.
The DNS server is not available or reachable.
Try 'ping www.zytrax.com' If this works you are connected to the Internet and your DNS works so it is the web site or the backbone internet connection (check ZING for backbone errors). If not try 'ping 184.108.40.206' if this works then you are connected to the internet but the DNS is not working. Check your network settings (Start/Settings/Control Panel/Network then the 'Protocols' tab, then select TCP/IP and click 'Properties'. Select the DNS tab and check that the values are as defined here if not update them to reflect these entries (you may need to restart your PC). If they are change the same issue a 'ping' to them both and if one works make sure it is the first in the DNS list (few browsers actually try any thing but the primary DNS). If both fail you may not be connected to the internet so contact us.
You are not connected to the Internet.
This indicates your e-mail server is probably not operational or very busy. If we supply your e-mail contact us or if not contact your e-mail supplier.
ZING shows red indicators starting from the point at which it 'sees' network problems. Assuming 7 hops (the default setting). Then each hop (square) represents the following:
1st hop is your local router (if persistently red check here)
2nd hop is the ZyTrax Access router at our facility (if red starts here)
3rd hop is our proxy/firewall server (if red starts here)
4th hop is our local router to the Internet backbone (if red starts here)
5th hop (and higher) are the Internet routers (if red starts here)
Click the 'check' button and if the red is consistent then note the number of the FIRST red 'hop' (square) and contact us.
there are many reasons for this if you can browse other sites then it is most likely the web site that is either down or very busy. If you cannot reach other sites then see Diagnosing Network Problems or contact us.
If you are using Microsoft Internet Explorer version 5.00 then you may receive a failure message when trying to download from the ZyTrax web site. (To find out which version of Explorer you are using go to the help menu in explorer and click the About Internet Explorer button. The first line has the format 'Version 5.xx.yyyy' xx is the critical version number). To get round this problem you can do one of the following:
a. Download the latest version ( > 5.5) of Internet Explorer (www.microsoft.com/ie)
b. Use any Netscape browser.
c. Use an FTP client (e.g. CuteFTP or similar)
If the problems persists after trying any of the above methods contact our support service.
The following information is supplied to assist you in diagnosing network problems. You may also contact us at any time.
To diagnose a network problem you just start to verify the connections from a known starting point (your PC) moving progressively further into the network until you find the problem:
Check with someone else in the office - if you are the only person having the problem you have already isolated it to your PC or its wiring. Now you only have to find it - in all cases it is not a remote network problem.
Restart your PC - 90% of all problems disappear with this one act.
Check the link LEDs on your PC LAN card (if it has any)
Check your cabling.
Your local PC is OK - someone else has same problem.
Ping the local router (its address is the Default Gateway IP that you get here). If this fails we may have a problem with the local LAN or the router.
Now you have to move from your desk.
Find your router and check its LEDs (see here for normal configuration). If they are not normal remove and immediately replace the power connection (WarpTwo.1) or switch the unit OFF then ON (WarpTwo.6). Check that the LEDs are as defined here after about 30 seconds if NOT contact us.
Go back to your PC and retry to ping your local router and then repeat the failing operation.
If this still fails we need to find out where the failure is.
Your local router is OK - we can reach it and its LEDs are normal.
Issue a tracert command to 220.127.116.11 (www.yahoo.com) NOTE: always use the -d option with this command and you can abandon it using CTRL+C when you see two three consecutive rows of '*'.
Note the hop number of the first failure and proceed as follows:
hop 2 is the ZyTrax Access router - contact us.
hop 3 is the ZyTrax Proxy/firewall - contact us.
hop 3 is the ZyTrax backbone router - contact us.
hop 4 is the first backbone router - contact us.
hop 5 onward is the internet backbone - contact us.
In all cases when you call us tell us where you have reached in the above process. It will speed thing up considerably.
See our Registration and Domains FAQ.
ZING is ZyTrax's Network and Router Monitor utility which runs on Windows '95, windows '98 and Windows NT (3.x and 4.x). (Screen shots). ZING runs in a very small window (and may be optionally run from the system tray), does not need any user configuration and does the following:
You can download and install ZING here.
A tracert (or trace route) command tells you all the routers between your PC and the place you want to trace to (can be either an IP address or a URL e.g. www.zytrax.com )
To run a tracert command:
tracert outputs the following display:
a bbbb cccc dddd ee.ee.ee.ee
a is the hop number starting from 1
bbbb is the time is milliseconds that the first attempt took to reach the site. Asterisk means it timed out.
cccc is the time is milliseconds that the second attempt took to reach the site. Asterisk means it timed out.
dddd is the time is milliseconds that the third attempt took to reach the site. Asterisk means it timed out.
ee.ee.ee.ee is the IP address of the router at this hop number.
There are two methods of doing this - the quick and the long method depending on how much information you want:
The quick method (limited configuration):
Load a Command Prompt (a DOS box) (start/programs/Command Prompt)
If using windows '95 or Windows '98 enter
winipcfg - this will display your IP address, subnet mask and default gateway (local router)
If using Windows NT enter
ipconfig - this will display your IP address, subnet mask and default gateway (local router)
The long method (full configuration) - Windows '95, '98 and NT 4.x, Windows 2K:
Click start\settings\control panel
Double click 'Network'
Select 'Protocols' tab
Select TCP/IP then click 'Properties'
Navigate to the relevant tab to find the required information.
If you are happy it's OK - but your browser is giving a less than optimal experience on our site. You could, at no charge, upgrade to a W3C STANDARDS COMPLIANT browser such as Firefox