Streamyx Troubleshooting FAQs

8/6/2019 Streamyx Troubleshooting FAQs

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First time streamyxusers

Certified ADSL Modems

Possible networkconfiguration with tmnetstreamyx

Troubleshooting FAQ

Troubleshooting FAQs

Some troubleshooting tips for tmnet streamyx home users:

I can't get connected to the tm net streamyx service. Why?I can connect, but I can't surf the Internet. Why?I often get disconnected when I'm surfing. Why?Error 678 : Remote computer did not respond.Why is my phoneline so noisy ?I cannot send email using other ISP's email accounts. Why?

Other Issues.

Slow connection issuesCannot visit certain sites

Troubleshooting tools:

Ping

I can't get connected to the tmnet streamyx service. Why?

Phone lineIn order for you to use the tmnet streamyx service, you must ensure that your phone line is in working order.

To check if your phone line is functioning, lift your phone receiver and check for a dial tone. If you can't hearany tone on the receiver, please call 100 to report or go to the nearest Kedai Telekom to report.

Modem - line - filter connectivityYou need to check your modem - line - microfilter connectivity. Please ensure that all the cables are fittedproperly and the modem is powered ON.

Modem 'link' light statusDoes the modem 'link' light continuously blink?If yes, then there is a local access problem between your modem and the DSL Access Multiplexer at the neareslocal exchange. This could be due to several reasons:

A faulty modem.Lost connectivity from your house to the exchange.Reboot your modem (switch off your modem, wait for few seconds and then switch on the modem again). Thiswill re-synchronize the modem with the DSL Access Multiplexer at the local exchange. Wait for several minutesuntil the 'link' light stops blinking. If the 'link' light continuously blinks even after few reboot cycle, please callour Customer Interaction Center.

Check Username and PasswordOne of the most common problems is typing in the wrong username or password. Please ensure that you havetyped in the user id in userid@streamyx format. Please re-type them and try again. If you are still unable to geconnected, it may be due to other problems.

If none of the above steps solve your problem, please call our Customer Interaction Center at 1-300-88-9515for further assistance.
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I can connect, but I can't surf the Internet. Why ?

Browsing problems can be due to several reasons:

Incorrect OS network configuration settings.

Virus infected system.

Bad browser configuration.

Network problems.

In order to isolate the problem, please follow the steps below:

Ping test

Ping is a simple tool that allows you to identify whether your Internet connectivity is still functioning. Follow thsimple steps below:

1. Go to Start > Programs > MS-DOS Prompt

2. When the command prompt window appears, type ping 202.188.0.133 and press 'Enter'.

Successful Test

You should be able to see a result similar to this:

Reply from 202.188.0.133 bytes=32 time=1ms TTL=253Reply from 202.188.0.133 bytes=32 time=1ms TTL=253Reply from 202.188.0.133 bytes=32 time=1ms TTL=253

Reply from 202.188.0.133 bytes=32 time=1ms TTL=253

If your ping test was successful, try to ping a URL. For example type pingwww.yahoo.com or pingwww.tm.net.my at the command prompt. If you get a timeout error or destination host unreachable, it couldbe that your DNS is not resolving properly. Call our Customer Interaction Center for further assistance. If youget a successful ping result it means that the tmnet streamyx connection is working fine and the problem couldbe at your browser or with the settings within your computer.

Failed Test
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Timeout error

If you see this message:

Request timed out.

Request timed out.

Request timed out.Request timed out.

OR

Destination Host Unreachable error

Destination Host Unreachable.Destination Host Unreachable.Destination Host Unreachable.

It could be that your connection has not properly established. Disconnect your current connection andreconnect. If this does not solve your problem, call our Customer Interaction Center to enable us to check yourconnection.

If you encounter problems surfing to a particular site, use the above method to check if the site is available. Foexample, if you cannot surf to a local site www.tm.net.my or www.bluehyppo.com, you can apply theabove method by typing the command as:

c:\>pingwww.tm.net.my

c:\>pingwww.bluehyppo.com

Working condition

You should see a result similar to this:

Reply from 202.71.97.44 bytes=32 time=1ms TTL=253

Timeout error

If you see this message:

Request timed out.

The site is probably down for network maintenance or for some other cause.

Note: Some nodes will turn off their response to the PING command for security reasons..

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I often get disconnected when I'm surfing. Why?

This could be due to several reasons:

Trying to reinstall the dialer.

A faulty modem. Try using a different modem.

Bad copper pair quality and/or connectivity from your house to the exchange.

Reboot your modem. This will re-synchronize the modem with the DSL Access Multiplexer at the local exchangeWait for several minutes until the 'link' light stops blinking. If it does not, call our Customer Interaction Center


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for further assistance.

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Error 678 : Remote computer did not respond

1. Check your 'Link' light on the modem. If the light continuously blinks, try to restart your modem and the PCbefore connecting again.

2. If the 'Link' light is lit, try to uninstall the current dialer and reinstall it.

If this does not solve the problem, please call our Customer Interaction Center for further assistance.

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Why is my phone line so noisy?

This could be due to several reasons:

A bad splitter/filter installation.

A faulty modem (in the case of splitterless configuration).

A faulty splitter/filter.

Try to disconnect your modem from your current phone line connection and check if the noise is still there. If itis, please call your nearest Kedai Telekom to get your phone line checked. If your phone line has noise onlywhen your modem is connected, then it could be due to a faulty modem (in the event of a modem with a built microfilter) or a faulty micro filter (if you have an external microfilter).

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I cannot send mail to other ISP's email account. Why?

TM Net users who use tmnet streamyx or 1515 for their Internet access may face some difficulty in sending mawhile using other ISP's email accounts. Due to security concerns, some ISP's block access to their smtp serverespecially for users who are trying to access their smtp server while using another ISP's Internet access. Forexample, users using the tmnet streamyx service will not be able to send email while using another ISP's emaiaccount.

To work around this problem, you can use the respective ISP's webmail to send and receive email. For examplTM Net's webmail address is at http://webmail.tm.net.my. Please refer to the respective ISP's home pagefor the link to their webmail service.

Note:

SMTP (Simple Mail Transfer Protocol) - Protocol used in the server end to send mails to a particular user.POP (Post Office Protocol) - Protocol used to retrieve mail from a server.

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Slow connection issues

Listed below are the issues that concern slow browsing. Please go through the following steps to identify causeof the slow connection browsing speed. If the problem persists, please contact our Customer Interaction Centeand we'll assist you.

Check DNS Entry

Check Proxy Configuration

Latest Drivers
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Resources

Phone line wiring

Spywares

Antivirus Software

Personal Firewalls

Routers and Switches

Unneeded Protocols

Fresh System

DNS EntryCheck the DNS entry on your network settings. Make sure the DNS address being used is the TM Nets DNSaddress; using another DNS address could delay the fetching of web-pages.

Windows 2000

1. Go to Start ---> Settings ---> Network and Dial Up Connection2. Right click on Local Area Connection and select properties.

3. Click and highlight the 'Internet Protocol (TCP/IP)' entry and click Properties.
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4. Click on Obtain an IP address automatically and select Use the following DNS server addressDetails to be used :

Preferred DNS server: 202.188.0.133

Alternate DNS server: 202.188.1.5


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Windows 98

1. Double Click: My Computer2. Double Click: Control Panel ---> Network.

3. Make sure the network card (Ethernet card) is installed and in working condition. Select the TCP/IP entry fothe network card and click on the Properties button.


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4. Select the DNS Configuration tab. Select Enable DNS and the add DNS address under the DNS Server

Search Order. For the Host field you can put your preferred name and as for the Domain, please use tm.net.mType 202.188.0.133 and then click Add followed by 202.188.1.5 and click Add.


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Windows XP

1. Go to Start ---> Control Panel ---> Network Connections2. Right click on the Local Area Connections and select Properties3. Select the General tab and highlight the TCP/IP entry. Click Properties.


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4. Select the Use the following DNS server address option5. Enter the following particulars

- Preferred DNS server: 202.188.0.133- Preferred DNS server: 202.188.1.5


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Proxy Configuration

Disable the Connect through proxy option within Internet Explorer.

1. Within Internet Explorer, go to Tools Internet Options and select the Connections tab
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2. Click on the LAN Settings button at the bottom of the screen.

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Latest driversPlease ensure that you have the latest driver installed for your Ethernet card. Hardware manufacturers normal
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release newer versions of drivers to solve the problems that might have existed with their earlier versions.

1. For Ethernet based modems, make sure the driver, which is being used for the Ethernet card, is the latestdriver. Using an old driver or a driver with a bug in it could a cause slow Internet connection as well asintermittent connections.

2. If you are using an USB based ADSL modem; get the latest modem driver from your modem manufacturershomepage.

3. For the latest drivers, and bug patches for your driver or your tmnet streamyx dialer please visit therespective manufacturers homepage for updates.

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Resources1. USB based modems tend to require more system resources compared to Ethernet based modems. Make surthat you have adequate memory in your computer if you are using a USB based modem.

2. If you are running number of background programs, try to disable them and then use tmnet streamyx to seif there is any difference.

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Phone line wiring1. Check your phone for any crackling noise. If there is any audible static noise on your phone line do get aqualified technician to check your internal phone line wiring. Noisy phone lines can cause a slow connection, asthere will be interference during the transmission and receiving of data.

2. If required, do a rewiring for your phone line.

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Remove Spywares

1. Spyware is a technology that aids in gathering information about a person or organization without theirknowledge. Normally advertising companies will install additional tracking software on your system without yourealizing. The tracking software will then continuously send data to the advertisers server. Currently ther is alarge number of spyware being installed in users computers without their permission or without theirknowledge. When there is a substantial amount of spyware installed on your computer, these programs willthen make use of your Internet bandwidth.

2. To remove the spywares installed in your computer, use some of the free spyware remover softwareavailable online.

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Antivirus Software1. If you have antivirus software running in the background, try to disable the software. Try to use tmnetstreamyx after disabling the software.

2. If theres a difference in the performance of tmnet streamyx after disabling the antivirus software, it could bthat the antivirus software is blocking your access to certain sites or blocking certain types of data packets.

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Personal Firewall Softwares1. If you use personal firewall software like Zone Alarm make sure that your configuration within the firewall
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correct.

2. Incorrect settings of firewalls could block incoming and outgoing packets. Ensure that you are not blockingyour applications from sending and receiving packets to the Internet.

3. If you are not sure of the settings, uninstall the firewall and then try to use tmnet streamyx

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Routers and Switches1. Is your computer sitting behind a router or a switch? If yes, is your router configured properly? If your routeis not configured, there i s a high possibility that your router is routing your data packets to wrong destinations

2. Try to bypass your router and switches. Do a direct connection to tmnet streamyx using a PC.

*** Please note that if you are sharing your Internet connection with other computers at home or the office, thspeed you will receive will be the speed that is distributed equally over all the computers that are sharing theone Internet connection.

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Remove unneeded protocols1. tmnet streamyx works on the TCP/IP protocol. This is the standard protocol which is generally used all overthe world.

2. Protocols such as NETBEUI and IPX are normally used and it is safe for them to be uninstalled. If you are nousing these protocols, uninstall them.

Windows 2000

1. Go to Start ---> Settings ---> Network and dial up connection2. Right click on Local Area Connection and select Properties.

3. Click and highlight the protocol you want to uninstall and press the Uninstall button. This will uninstall thatparticular protocol.
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Windows 98

1. Right click on the Network Neighborhood icon on the desktop and select the properties option.


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2. Highlight the protocol that you would like to uninstall and click Remove button.

Windows XP

1. Go to Start Control Panel ---> Network Connections2. Right click on 'Local Area Connections' and select Properties


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Fresh SystemIf none of the above steps work, try connecting to tmnet streamyx while using a fresh system. A fresh systemmeans a fresh installation of Windows or you could also try with another computer.

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Cannot visit certain sites

If you cannot visit a particular site but able to access other sites, it could be that the server which is serving thpages for that site, is down. You can also follow the following steps to check for other possibilities of suchfailures.

Remove the Cache files1. Within Internet Explorer

Go to ---> Tools ---> Internet Options
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2. Select the general tab. Click on "Delete Files" and make sure the "Delete all offline content" is checked thenclick "OK".

Delete the Cookies

Deleting Cookies on Microsoft Internet Explorer 5.0

1. Within Internet Explorer2. Click Tools, and select Internet Options on the Internet Explorer menu bar.

3. Click Settings and then click View Files.4. Click Edit on the toolbar, and select "Select All".5. Click File, and select Delete.6. Close and re-launch your browser.


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Deleting Cookies on Microsoft Internet Explorer 6.0

1. Click Tools, and select Internet Options on the Internet Explorer menu bar.2. Click Delete Cookies.3. Click Yes.4. Close and re-launch your browser

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Streamyx Troubleshooting FAQs