Guide to troubleshooting and resolving
DSL connection problems.
Here are a few tips to help you find the root of the
problem. First, let us look at the basic tests and checks to perform. Then we
will look at the error codes that Windows generates when your modem is
connected directly to your computer, as well as how to resolve them.
Restart your computer and the DSL modem. Then, try to go to
some websites or use your email account. If both web browsing and email are
still not working, follow these steps.
Tests to perform on the modem and the information it
Make sure that every device that is connected to a phone
line, for example, a cordless or corded telephone, an answering machine, a fax
machine or a satellite receiver, has its own filter. Filters direct the
device's signal to the correct frequency on the land line, thus eliminating
interference with the modem.
- GVC filters : Must be plugged into
THE WALL JACK. Then insert the telephone line that goes to the phone
- Daewoo filters : Must be plugged
directly into the TELEPHONE. Then insert the telephone line and plug it into
the wall jack (phone-filter-cable-wall jack).
Very important : the DSL modem MUST
NOT be connected to a filter at any time.
Check your modem's connections.
There are three connectors on the DSL modem. Make sure
they are properly plugged in and there is no gap between the outlet and the
connector. Check these three connectors:
- Electrical connector for plugging in the cable from
- Network port (RJ45) for plugging in a network cable
to the computer or router.
- Telephone jack (RJ11) to connect a telephone
The modem's indicator lights help you make an initial
diagnosis. This is what the lights mean:
- POWEROn when the modem is plugged
into an electrical outlet using the power adapter.
- ETHERNET On when a device such
as a computer or router is connected to the network port (ETH) on the modem,
and the device is operating properly.
- DSLOn when the modem is connected to
the network. This light flashes when the modem turns on, then stops flashing
and stays on when the modem is connected to the network.
- INTERNET On when username and
password have been authenticated.
- ACTIVITY Lights up intermittently,
when the modem is transferring data.
- First, make sure that the DSL light is on
and is not flashing.
- If the DSLlight is on:
- Make sure that the network cable (RJ-45) is
properly connected from the modem's Ethernet port to the blue
Internet port on the gateway.
- Also make sure that the network cable (RJ-45) is
properly connected from theyellow Ethernet port on the gateway to your
computer's network card.
- Try to restart the telephone gateway by
unplugging the power cord and plugging it back in.
- If the DSL light is off or
- Make sure that the DSL modemâs
phone line is properly connected to a wall telephone jack.
- Also make sure that the telephone line connected
to the modem is not plugged into an extension. It should be no more than six
feet (approximately three metres) long.
- Make sure that there are no splitters (Y
connectors) between the DSL modem and the telephone jack.
- Make sure that the modem does not have a filter
- Try plugging the modem into another telephone
jack. The DSL modem can get a signal even if no computer is connected to it.
So, you can test the modem in various jacks without moving your computer. Does
the DSL light stay on in other jacks or outlets? If so, there may be a problem
with the building's wiring. Contact technical support for more
- Test it with all of your phones, fax machines,
satellite receivers and answering machines unplugged. A defective device or
filter can interfere with the signal. Unplugging everything except the modem is
an easy way of checking this! If you unplug all of your devices and the DSL
light remains on and is not flashing, plug the devices in one at a time to
determine which one is defective.
- If the DSL light is off or flashing
after several tries with all other devices unplugged, contact ORICOM INTERNET
Connection problems and solutions
Problem: The DSL light flashes when I answer the
A telephone or filter might be defective, or there might be a line
To check if a telephone or filter is defective, try making a call
with only one phone connected at a time. If the light flashes with only one
telephone, that is the defective telephone or filter.
But, if the light flashes regardless of the telephone, there might
be a line quality problem. Please contact technical support to check the line
Problem: The Internet is slow, but only during the
first few minutes of use
There might be a problem with automatic detection of the
connection settings. Deactivate this option:
- Click Internet options then Configuration
panel then the Connectiontab.
- Click on the Network settings button and un-check
automatic connection settings detection
This can also be caused by un-needed software that affects general
computer performance. Contact technical support for more information.
Problem: My connection is slow.
Check various issues:
- The phone line should be no more than three metres (six feet)
- Do not put a splitter (Y connector) between the DSL and the
- All devices that use the phone line must have filters, other
than the modem itself. (For example: telephones, fax machines, answering
machines, alarm systems, satellite receiver, etc.)
- The modem must not have a filter.
- If steps 1-4 do not resolve the problem, there may be a
configuration problem with your computer, with your router if you have one, or
a serious problem with your telephone line. Contact technical support for more
Problem: My computer freezes when I try to
The network card or an internal modem may be conflicting with
another of the computer's peripheral devices. The network card or an internal
modem may be conflicting with another of the computer's peripheral devices. The
Internet is not the issue. If your computer is having problems, it is better to
contact the store where you bought it, or a specialized technician.
I get error messages when the computer is
connected directly to the DSL modem
If your computer is directly connected to the DSL modem and you
are running the Windows operating system, error messages can help diagnose
various connection problems.
When your computer tries to connect, an error message should
appear if there is a problem. The error message may include a three-digit code.
If you see a ' Page cannot be displayed ' message instead of a
three-digit error code, the computer is not attempting to connect to the
Internet. The automatic connection has been disabled. Contact technical support
for more information.
Here is a list of the most common Windows error codes along with
- 651: Your modem
(or other connecting device) has reported an error
- 678: The remote
computer did not respond
- 691: Access was
denied because the username and/or password was invalid on the
- 769: The
specified destination is not reachable
- 815: The
broadband network could not be established on your computer because the remote
server is not responding
651: Your modem (or other
connecting device) has reported an error
678: The remote computer did not
- Check all of the cables, then restart the modem and the
- Check if the modem connects. The DSL light should be on. If the
DSL light is off or flashing, click HERE. If it is on, click HERE
- The problem can sometimes come from antivirus software.
Deactivate the software long enough to test it.
691: Access was denied because the
username and/or password was invalid on the domain
Wrong username or password!
- Make sure that you have the correct username or password.
- Make sure that they are written in lower-case letters, with no
spaces or accents and with
- Contact technical support if the problem continues. Error code
678 will display after several unsuccessful attempts.
769: The specified destination is
The network card might be disabled; Click this link to see how to check if your network
card is properly enabled.
815: The broadband network could
not be established on your computer because the remote server is not