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Maui Net Member Services - Tech Support: Mac FAQ
Mac TroubleShooting

Here is a troubleshooting guide for the most common problems. Please if there are any inconsistencies or additions you would like to make feel free to email us at support@maui.net .

1. Open Button is Greyed Out?

    a)Make sure the PPP icon is highlighted in MacTCP.

    b)Make sure the PPP extension is in the extensions folder. If not, then place the PPP extension icon on the system folder, drop it in, hit 'okay' then restart.

    c)Trash the MacTCP DNR file in the "hard disk" and the MacPrep file in the "Preferences folder." Then restart. Don't worry MacTCP will re-create the files that were deleted.

    d)Still grey? Then re-install MacTCP. Make sure you have a copy, take out the icon in the Control Panels, trash it but don't empty trash. Also do step 1c over. And then, take the copy from disk or CD and drop it on the System Folder. Click OKAY. Be sure to have a copy of the control panel before you do this.

2. Netscape or Eudora won't connect.

    a)For the most part, the connection should always be established first. That is done by opening "ConfigPPP" in the Control Panels, hit OPEN, you should start connecting. Afterwards, try Netscape or Eudora again.

    b)Still won't start? Remove Netscape Preferences and/or Eudora settings. You must re-insert the settings again so have your info handy.
    c)Re-install said application.

3. Invalid Login.

    a)Your account may be suspended, did you pay your bill?

    b)In the "Authentication" dialog box, make sure you have a capital P in front of the "Auth. ID". Also, when typing in your password make sure all capitals and * or ! are in place for those are part of your password.

    c)Your account may not be activated yet.

    d)The PPP Preferences (Preferences Folder in the System Folder) may be corrupted, trash it then re-insert the ConfigPPP Settings.

4. I cannot get my email.

    a)Your "data locker" on the server may be full. Call and we will clean out your locker for you. Or you can do it yourself through Telnet. To make sure this doesn't happen again, set the email software to "Takemail off server" or uncheck the "Leave message on server" option.

    b)If you are using Eudora and your "Eudora Settings may be corrupted" , preventing you from getting your email; then the next thing you want to do is go into the System Folder find your Eudora Folder and remove your "Settings" file from that folder. When you start up Eudora, the program should re-create that file and you will have to plug in the settings over again.

    c)This can happen in Netscape also. If so, go to the "Preferences folder"in the "System folder" and find the"Netscape f" folder.In there, you'll see a "Mail" folder. Remove that. This should take of the problem.


    d)Eudora w/ System 7.5.3 or greater.

      This problem is attributed to the fact that older versions of Eudora are not configured to handle "Open Transport (TCP/IP)". Get the latest version of Eudora, it comes with the ability to handle "Open Transport" connections.

5. PPP Wait Timeout

    a)Your modem may not have sufficient time to connect. Boost up the "Timeout" in the "Authentication" field found in ConfigPPP.

    b)"Waiting on Modem", if this is the case, your modem is not responding. Your modem may be connected incorrectly. Check all connectors and connections, importantly if your modem has two jacks make sure that the connection from the wall jack to the modem is in "line one" or"line" not the phone jack on the modem. Check to see if the modem is indeed on.

    c)Go to the Apple, select Chooser, and make sure that the Appletalk is Inactive.

    d)Your "modem init" strings may not be correct for the modem you are using. In ConfigPPP, the modem init string can be changed. Check your modem's manual to see what may be the best modem init string for your modem.

6. "Error Involving Domain Name System"

    a)This is usually caused by the incorrect numbers in the Domain Name Server Information, which is in the MacTCP control panel. With system 7.5.3 or greater, the problem may be in the TCP/IP. Make sure the Name Server Addresses are correct.

    • 207.175.210.2
    • 207.175.210.3
7. "Netscape is unable to create a network socket..." or "...server may not
have a DNS entry... "

    a)You are not connected. Make the connection through ConfigPPP (see step 2a).

    b)Restart Netscape, try again.

    c) Trash the Netscape Cache file in the Preferences folder.

    d)Re-install Netscape

8. Continuous Busies / No Dial Tone

    a) All phone cord connections should be made straight from the computer to the phone jack, no splitters or connectors...those may be the cause of the trouble.

    b) Make sure dial tones are compatible. Your dial tone settings areot;ConfigPPP". Tone dial or Pulse dial depends on you phone. Normally, everyone has a Tone dial, but if you are having this problem then your phone or "ConfigPPP" may be set to Pulse dial.

9. "Pesky MacTCP..." or Connections Being Dropped

    a) Make sure the settings are correct. (See #6)

    b)Your MacTCP may have a "bug" in it. To remedy this problem you need to go into the "System Folder" trash the "MacTCPDNR & "Preferences Folder" and trash the "MacTCP Prep"file. Then restart. MacTCP will automatically re-create those.

    c)If the problem persist, then you need to do step b over again. This time also trash the MacTCP in the "Control Panels".
    ***Note:You must have a back-up copy of the control panel MacTCP, if not and you trash it...then it's gone!!! After clearing the old MacTCP and it's components, load the copy onto the system and drag the MacTCP control panel copy onto the "System Folder." Then hit okay. MacTCP needs to be reset, refer to the original instruction sheet for the settings that MacTCP will need.

    d)If you are running System 7.5.3 or greater and you are getting this message or having the same problem, then you must switch over to "Open Transport Networking".

10. Problem with Apple Express Modem

    System Software:7.5.3 or greater, primarily on a 6400
    Solution: This problem can be solved with the init string. Use AT&F for the init string and disable the auto-answer feature this will take of it.

11. System 7.5.3 and "Open Transport"

For those of you who have System 7.5.3, "Open Transport" is a must. First you need to go into the "Hard Drive" then the folder"Apple Extras." Here you will find the"Network SoftwareSelector." (Double click.) Please select "Use Open Transport Networking."
(Save if the option is available.),
Then restart the computer.Unless you have the option to Save the configuration.From there, go to the "Control Panels" and select "TCP/IP."And, put the following information in:

Connect via: MacPPP
Configure: Using PPP Server

Name Server Address:

  • 207.175.210.2
  • 207.175.210.3

Search Domains:

  • maui.net
  • maui.net

Click okay in the dialog box. After all the settings are placed, please restart your computer again.

12. Can't get into ConfigPPP / ConfigPPP freezes up everytime I enter it...

a) Go into the "Preferences" in the "System Folder" and remove the PPP Preferences. You will have to re-configure ConfigPPP with the settings given to you when you signed up.

*Note: If everything looks okay and steps have been taken to alleviate the problem and the problem still persist, usually tracing back to any new software or perpherals will reveal a potential cause of the trouble. Extensions are a real pain too. Most software conflicts are due to extension conflicts. Many companies make software, unfortunately some software may be incompatible with software from a different company. This is where the managing of extensions come into play. To better manage your extensions, you should have an extensions manager in the "Control Panels." If not, the software " ConflictCatcher" or any other file managment software should do.

This may also help:

"Rebuilding the desktop..."

This procedure takes all similiar files on your disk and puts them together. When you do anything, such as creating a new document or loading a new program, your computer will put these files and/or applications on your hard disk. When your computer puts things on, it will look for the nearest open location to put it. Sometimes a file/application will be in a hundred different locations on your hard disk. What "rebuilding the desktop" does is put all files/applications together. Thus, making it easier for your computer to find files. This is especially important if you start experiencing file system errors.
*To "rebuild the desktop" you go to the "Special" headingchose "restart" hold the "Option and Open Apple" keys downuntil a dialog box comes up asking "Are you sure you want to rebuild the desktop...".Hit Okay. Then it will procede itself. When you see the dialog box you can let go of the keys. This should be performed once every two to three weeks. Once a week if you work on the computer 8 hours a day every week. Further instruction is delineated in you computer's manual. Note: If the rebuild happens a second time after restarting again, don't be alarmed. You hard drive was just really scattered.

"Shooting the Parameter RAM (PRAM)..."
Sometimes your PRAM builds up extra static around the actual component. Thus, allowing the settings to become somewhat "buggy". This takes some skill to perform, settings will be re-adjusted to factory defaults so your mouse be slower when you come back to the screen. Also, your Map, and Color settings will change. You can change them back in the Control Panels.

This job should be performed once a month.


  • *To do this, restart the computer, hold the P , R , Option and Open Apple keys down. Your computer will restart again and again and again. So, after the original restart let the computer "bong" three times then let go.


    Both jobs are standard Apple Tech Support procedure. Refer to manual.
12. Version Conflicts

Nowadays, your new Mac may come with a barrage of Internet connection software of one type or another. This can cause complications, especially when you start using two or more internet service providers. Among the most troublesome are "version conflicts." You can check if your software is of one version by simply getting information from each piece of any software.

I will use FreePPP for an example:

    FreePPP comes with three parts (icons).
    1) Config PPP; -which is located in the Hard Drive/System Folder/Control Panels.
    2) PPP Preferences; -which is in the Hard Drive/System Folder/Preferences.
    3) PPP; -whic is located in the Hard Drive/System Folder/Extensions.

Finding the version of the software is easy. Highlight the icon in question, go to the word "File" at the very uppermost left-hand corner of the screen. Scroll down to the words "Get Info" and you should see something the says "version." There will be a number like "v.1.0.5". This is the version number.
With all software, not only FreePPP, the version of each component need to be the same. If you don't have the same version across the board then you are most likely going to be having some problems.



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