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Common Connection Errors / Solutions

Error 678: Remote modem not responding

Several factors can cause the 'Remote modem not responding' error. The following information should help you to identify the cause of the error and resolve this issue.

A. Check that your modem is connected properly

There are two modem outlets on the back of your computer. The correct outlet will be labeled as 'Line' or will have a picture of a wall jack next to it. Please verify that the telephone cord is connected from the wall jack directly into the correct modem outlet.

If you have other devices connected between the wall jack and the modem (such as fax machines, caller id boxes, or other phones), then these could be interrupting the dial tone. Try disconnecting all other devices - this may resolve the problem. You can then connect the devices to a different wall jack.

B. Make sure that your modem timeout settings are properly configured

It is important that you pay close attention to what the modem 'sounds' like when you call BlueLight Internet, and how long it takes before you get an error message. If you receive an error message very quickly, you will need to check the modem's timeout setting.

1. Click on the Windows Start button.
2. Point to Settings and select Control Panel.
3. Double-click the Modems icon.

4. Click once on your modem to highlight it and select Properties.

5. Select the Connection tab.

6. Under Call Preferences, ensure that the box marked Cancel the call if not connected within is unchecked.

Note: Some modems may not allow you to change the call preferences.

7. Click OK, then Close.
8. Retry the BlueLight Internet connection.

C. Check your Dialup settings

1. Make sure you have the BlueLight Internet software configured to dial your local access number correctly. Some areas may require you to dial the area code plus the number even if you are dialing into the same area code. You may want to call your operator to find out the proper methods for dialing numbers in your area.
2. Click here for more information about setting up the dialing portion of your BlueLight Internet software.
3. If you are trying to disable your call waiting, make sure that the correct code is being used.
4. If your phone requires pulse dialing, make sure that you are not using tone dialing.

D. Check your access number and the settings related to it

1. Double-click the BlueLight Internet icon on your desktop.
2. On the Welcome screen, click the Settings button.

3. On the Welcome to NetZero Setup screen, click Locations.

4. The Dialing Location screen will appear. Make sure the Dialing Location is selected and click Modify.

5. The Set Up a Dialing Location screen will appear.

6. Make sure your dialing preferences are correct.
7. To proceed, click Continue.
8. The Select Access Numbers screen will appear.

9. Make sure the box next to View access numbers from another area code: has your current area code filled in. If not, click the box and select your local area code.
10. Your current selected numbers will appear on the list.
11. To remove numbers from your list, uncheck the box next to the unwanted number.
12. To add numbers to your list, check the box next to the desired number.

Note: Verify with your local phone company that you are making a local call. To search for a local access number in your area, please visit our Web site at http://www.mybluelight.com/s/numbers.

13. If your number requires a 1 dialed beforehand, click the box under the column Dial '1' next to your selected number.
14. If you want the area code and phone number dialed, click the box under the column Area Code next to your selected number.
15. When you are finished, click Continue.
16. The Congratulations screen will appear with a summary of the numbers you selected, and how they will be dialed.

17. If you need to make any changes, click Back to return to the Select Access Numbers screen. If everything looks correct, click Finish.

Please check with your telephone company to confirm that under your calling plan the chosen access numbers will not result in additional charges. You are solely responsible for all telephone charges related to accessing our services and BlueLight Internet will not reimburse you for any such charges, including long distance or toll charges.

Note: These access numbers will automatically be saved for the next time you log on to BlueLight Internet.

18. Select your Member ID, enter your password and click Connect to log on to BlueLight Internet.

E. Add three commas to your custom suffix

You can try entering three commas after the phone number, which in some cases solves the problem. Try the following steps:

1. Double-click the BlueLight Internet icon on your desktop.
2. On the Welcome screen, click the Settings button.

3. On the Welcome to NetZero Setup screen, click Locations.

4. The Dialing Location screen will appear. Make sure your Dialing Location is selected and click Modify.

5. The Set Up a Dialing Location screen will appear.

6. Click Advanced.
7. On the Advanced Dialing screen, enter three commas to the Suffix section.

8. Click Continue.
9. Click Continue again
10. On the Select Access Numbers screen, click Continue.
11. The Congratulations screen will appear, displaying your access numbers with the commas at the end.
12. Click Finish and retry your BlueLight Internet connection.

Placing 3 commas after the phone number will pause your computer's modem to wait for the V.90 signal (56k) coming from your access number's modem. If some brands of modems do not receive the v.90 signal immediately, they will automatically disconnect or look for the next connection speed (33.6k, 28.8k, etc). Although your access number's modem tries to connect at 56K, your computer's modem may try to connect at 33.6k or lower, possibly resulting in no connection at all.

F. Upgrade your modem drivers or enter an initialization string

Modem Drivers and Initialization Strings help your modem communicate properly with other modems, thus ensuring a more stable Internet connection. You can download modem drivers and obtain initialization strings for most modems at the following links:

http://www.modemhelp.net/stringlist.shtml
http://www.modemhelp.org/inits/

Once you have an initialization string for your modem, you can enter it in by following the steps below.

1. Click the Windows Start button, and select Programs, Accessories, and Communications.
2. Select Dial-Up Networking.

3. Click once on the BlueLight Internet icon to highlight it.

4. From the File menu, select Properties.

5. Click Configure.

6. Select the Connection tab.

7. Click Advanced in the lower right corner.

8. Type the initialization string in the Extra Settings textbox.
9. Click OK, then click OK again.
10. Close Dial-Up Networking and My Computer.
11. Retry the BlueLight Internet connection.

G. Disable v.90 (If applicable)

If all else fails, you can try disabling v.90 support for your modem. For instructions on how to do this, click here.