Nortel Networks NN46110-602 manual Common client connectivity problems

Chapter 4 Troubleshooting 73

1Confirm that the modem is attached and working properly by running a terminal emulation program at their remote workstation, such as, Hyperterminal*, and issuing the AT command. If the response is AT OK, the modem is operating correctly.

2Verify that there is a PPP dial-up connection over the internet. To do this, before trying to establish an extranet access or PPTP connection, have them try Web browsing www.nortel.com or another Web site. If the remote user can access the Web site, their PPP dial-up connection is working properly. See the section "Common client connectivity problems" to further troubleshoot the connection problem. If the remote user still cannot verify that their dial-up connection is working properly, continue with step 3.

3Ask the remote user to check that their modem type and settings are configured properly. To do this, they right-click on the Dial-Up Networking connection icon (the icon they click to dial their connection) on their desktop to view its properties. Verify that these settings are correct for their modem configuration.

4If the remote user is connected but unable to access any resources or servers, have them go to the Start menu and check their system's connection information, select Run, and type winipcfg in the text box (or ipconfig if using Windows NT). Ask them to view the statistics for their PPP adapter and confirm that the entries match those provided by the Internet service provider (ISP).

5If the remote user is still unable to view resources or servers over their PPP dial-up connection, contact their ISP to see if any connection attempts were logged from the user, and for additional troubleshooting assistance.

Common client connectivity problems

Extranet connection problems

If the client is successfully connecting to their ISP, but is having problems accessing their intranet over their PPTP or IPsec VPN Client connection, have them check the following areas to further troubleshoot their connection problem.

The following messages and their associated cause and action statements are directed to the IPsec VPN Client user at the remote workstation. This information is also available in the VPN Client online Help.

Nortel VPN Router Troubleshooting