Maui Net Member Services - Tech Support: Mac FAQ
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 email@example.com .
1. Open Button is Greyed Out?
2. Netscape or Eudora won't connect.
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.
3. Invalid Login.
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.
4. I cannot get my email.
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.
5. PPP Wait Timeout
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.
6. "Error Involving Domain Name System"
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.
7. "Netscape is unable to create a network socket..." or "...server may
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.
have a DNS entry... "
8. Continuous Busies / No Dial Tone
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.
9. "Pesky MacTCP..." or Connections Being Dropped
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
10. Problem with Apple Express Modem
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".
11. System 7.5.3 and "Open Transport"
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.
12. Can't get into ConfigPPP / ConfigPPP freezes up everytime I enter it...
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:
Click okay in the dialog box. After all the settings are placed, please restart your
12. Version Conflicts
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
*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
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.
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.