Getting Connected - Review this checklist to troubleshoot most common dial-up connection problems.

1. Are you using the Juno software to connect?
2. Reboot your computer and try starting Juno again.
3. Delete old/unused connection settings.
4. Configure your firewall.
5. Change access numbers and verify your dialing preferences.
6. Verify your Call waiting settings.
7. Reinstall the Juno Software.
8. Test Your Phone Line.
9. Clear any voicemail.
10. Verify that the modem is connected properly.
11. Make sure your modem timeout settings are properly configured.
12. Run Modem Diagnostics.
13. Close unused programs using the Task Manager.
14. Run the Juno Connection Wizard.

Back to Index of Connection Problems

Connection Error
or Juno software is unable to connect to Juno network
or Failed connecting to server
(error number 500, 644, 645)

Step 1. Configure your firewall
Step 2. Change access numbers and verify your dialing preferences
Step 3. Verify your call waiting settings.
Step 4. Delete old/unused connection settings
Step 5. Reinstall the Juno software.
Step 6. Verify your modem settings
Step 7. Verify your encryption settings
Step 8. Contact Us

Back to Index of Connection Problems

Problem starting Juno - A problem has occurred with the Juno software.
(error numbers 3, 4, 9, 15, 16)

Step 1. Reinstall the Juno software.
Step 2. Reboot your computer and then try launching Juno.
Step 3. Contact Us.

Back to Index of Connection Problems

Please wait a moment while we update your software...

Step 1. Reboot your computer and then try launching Juno.
Step 2. Reinstall the Juno software.
Step 3. Contact Us.

Back to Index of Connection Problems

Nothing happens when I click the Juno Internet icon on my desktop.

Step 1. Reboot your computer and then try starting Juno.
Step 2. Verify Compatibility mode settings – Windows XP only.
Step 3. Reinstall the Juno software.
Step 4. Contact Us.

Back to Index of Connection Problems

Juno has encountered a problem and needs to close.
(error numbers 14, 17)

Step 1. Reboot your computer and then try launching Juno.
Step 2. Verify Compatibility mode settings.
Step 3. Reinstall the Juno software.
Step 4. Contact Us.

Back to Index of Connection Problems

Problem starting Juno - Juno software is already running.
(error number 2)

Step 1. Close Juno using the Task Manager.
Step 2. Reboot your computer and try starting Juno again.
Step 3. Contact Us.

Back to Index of Connection Problems

Connection Failed
or The memberID or password you have entered is incorrect
or Username - Password Invalid
(error number 691)

Step 1. Verify and re-enter your password.
Step 2. Reset your password.
Step 3. Change access numbers and verify your dialing preferences.
Step 4. Reinstall the Juno software.
Step 5. Verify your encryption settings
Step 6. Contact Us.

Back to Index of Connection Problems

Step 1. Reboot your computer and try starting Juno again.
Step 2. Delete old/unused connection settings.
Step 3. Reinstall the Juno software.
Step 4. Close RNAAPP using Task Manager - Windows 98/ME users only
Step 5. Verify modem settings.
Step 6. Contact Us.

Back to Index of Connection Problems

The phone line is busy
(error number 676)

Step 1. Reboot your computer and try starting Juno again.
Step 2. Test your phone line.
Step 3. Clear any voicemails.
Step 4. Change access number and verify your dialing preferences.
Step 5. Delete old/unused connection settings.
Step 6. Verify your modem settings.
Step 7. Contact Us.

Back to Index of Connection Problems

There was no dial tone
(error number 680)

Step 1. Verify that the modem is connected properly.
Step 2. Reboot your computer and try starting Juno again.
Step 3. Test your phone line.
Step 4. Clear any voicemails.
Step 5. Verify your call waiting settings.
Step 6. Change access number and verify your dialing preferences.
Step 7. Make sure your modem timeout settings are properly configured.
Step 8. Run modem diagnostics.
Step 9. Close unused programs using the Task Manager.
Step 10. Contact Us.

Back to Index of Connection Problems

There is no answer
or I hear the operator when my modem dials
(error number 678)

Step 1. Verify that the modem is connected properly.
Step 2. Verify that the modem timeout settings are properly set.
Step 3. Delete old/unused connection settings.
Step 4. Verify your call waiting settings.
Step 5. Change access numbers and verify your dialing preferences.
Step 6. Try using three commas in your suffix
Step 7. Upgrade your modem drivers or enter an initialization string
Step 8. Disable v.90 (If applicable)
Step 9. Contact Us.

Back to Index of Connection Problems

The port is already open
or The port is already in use
or The port is not configured for Remote Access dialout
or The port was disconnected due to hardware failure
or The Remote Access server is not responding
or The modem could not be found
(error numbers 602, 630, 633, 650, 797)

Step 1. Verify that the modem is connected properly.
Step 2. Reboot your computer and try starting Juno again.
Step 3. Close unused programs using the Task Manager.
Step 4. Close RNAAPP using Task Manager – Windows 98/ME users only
Step 5. Delete old/unused connection settings.
Step 6. Test your phone line
Step 7. Run modem diagnostics
Step 8. Upgrade your modem drivers or enter an initialization string
Step 9. Contact Us

Back to Index of Connection Problems

Page cannot be displayed

Step 1. Are you using the Juno software to connect?
Step 2. Is the problem isolated to one web page or all web pages?
Step 3. Reset Internet Explorer to use factory settings
Step 4. Repair Internet Explorer
Step 5. Verify that Internet Explorer is not set to “Work Offline”
Step 6. Configure firewall settings
Step 7. Reset or Reinstall TCP/IP

Back to Index of Connection Problems

Frequently Disconnected

Step 1. Verify that the modem is connected properly.
Step 2. Change access numbers and verify your dialing preferences.
Step 3. Verify your call waiting settings.
Step 4. Test your phone line.
Step 5. Verify your modem settings

Back to Index of Connection Problems

SpeedBand Unavailable

Step 1. Verify that you logged in with a Juno SpeedBand enabled account
Step 2. Configure your firewall
Step 3. Reboot your computer and try starting Juno again.
Step 4. Uninstall and reinstall the Juno SpeedBand software

Back to Index of Connection Problems

Common solutions

Are you using the Juno software to connect?

You will not be able to access the Internet without using our software. Double-click the Juno Internet icon on your desktop to connect. If you do not see the Juno Internet icon on your desktop, you may need to reinstall the software. Follow the instructions listed below to reinstall Juno.

To Reinstall the Juno Software:

1. Verify that the Juno program is not running in the background (Tell me how).
2. Double-click the My Computer icon on your desktop.
   Windows Vista users: Click the Windows Start button and select Computer.
3. Double-click Local Disk (C:).
4. Double-click the JunoInstaller folder to open it.
5. Double-click the JunoInstaller icon to launch the Juno Installer software, and follow the on-screen instructions.
6. Click Yes or Accept if you are asked to allow the installation to proceed.
7. Once the installation has finished, launch Juno and try connecting to the Internet.

Back

Reboot your computer and try starting Juno again.

1. Click the Windows Start button and select Shut Down.
2. After one minute, restart your computer again.
3. Try your Juno connection again.

Back

Test your phone line

These noises can be caused by something simple, such as a bad connection somewhere in the house or a problem on the line connected to your modem. Try plugging your computer/modem into a different wall jack and repeat the test. If the problem persists, call you local telephone company. Let them know that you are hearing line noise and explain that you are using a modem.

Back

Clear any voicemail.

Back

Verify that the modem is connected properly.

1. Check that the phone cord is securely connected from the phone jack on the wall to the back of your computer in outlet labeled "Telco," or "Line In,” or “Line” vs. “Phone” on the computer.
2. The modem should be connected directly to the wall socket, with no cable splitters on the line.
3. If you have other devices connected between the wall jack and the computer modem (such as fax machines, caller id boxes, or other phones), these could be interrupting the dial tone. Try disconnecting all other devices and reconnecting to Juno. If this resolves the problem, connect those devices to a different wall jack.

Back

Delete old/unused connection settings.

Windows 98/ME Users:

1. Double-click the My Computer icon on your desktop.
2. Double-click the Dial-Up Networking icon.
3. Right-click the Juno icon and select Delete.
4. In addition to Juno’s connection settings, you may see connection settings from you old ISP. Right-click on all unused connection settings one at a time and select Delete.
5. Try connecting to Juno.
   

Windows XP/2000 Users:

1. Click the Windows Start button.
2. Click Connect To and select Show all connections.
   Windows 2000 users: Click Settings, then click Network and Dial-up Connections..
3. Right-click the Juno icon and select Delete.
4. In addition to Juno’s connection settings, you may see connection settings from you old ISP. Right-click on all unused connection settings one at a time and select Delete.
5. Try connecting to Juno.

Windows Vista Users:

1. Click the Windows Start button and select Control Panel.
2. Click on Network and Internet and select Network Center.
3. Click on Manage Network Connections.
4. Right-click the Juno icon and select Delete.
5. In addition to Juno’s connection settings, you may see connection settings from you old ISP. Right-click on all unused connection settings one at a time and select Delete.
6. Try connecting to Juno.

Back

Configure your Firewall

An active firewall on your computer could restrict the Juno software from making a connection. The first time that you log on to Juno, you may get an alert stating "x1exec is attempting to access the Internet" or "exec.exe is attempting to access the Internet." If you accidentally chose to prevent them from accessing the Internet, you will need to manually change your firewall settings. Follow the instructions listed below or consult your firewall manual for instructions.

Note: If you have multiple firewalls installed on your computer, please make sure to configure each one of them.

Windows Vista Firewall

1. Click the Windows Start button and select Control Panel.
2. Click Security.
3. Double-click the Windows Firewall icon.
4. Click Change settings.
5. Click the Exceptions tab.
6. Click Add Program.
7. Select Juno Internet and click OK.
8. Click OK to exit Windows firewall.
9. Try connecting to Juno.

Windows XP SP2 Firewall

1. Click the Windows Start button and select Control Panel.
2. Click the Security Center.
3. Double-click the Windows Firewall icon.
4. Click the Exceptions tab.
5. Click on the Add Program button.
6. Select Juno Internet and click OK.
7. Click on OK to exit Windows firewall.
8. Try connecting to Juno.

Norton Internet Security / Norton Personal Firewall

1. Double-click on the Norton Internet Security or Norton Personal Firewall icon in your system tray near the clock. (If the icon is not present, run the program from the Start menu.)
2. From the menu, click on Personal Firewall.
3. Click Configure.
4. Click on the Programs tab.
5. Scroll down the list of programs and click on Juno Internet.
6. Click Permit on the “What do you want to do?” menu.
7. Click OK and OK again.
8. Try connecting to Juno.

McAfee Personal Firewall

1. Double-click on the McAfee icon in your system tray near the clock (if the icon is not present, run the program from the Start menu.)
2. This will bring up the McAfee Control Panel. Click on Personal Firewall from the side panel.
3. Click on Internet Applications.
4. Click on New Allowed Application.
5. This brings up an Explorer window. Navigate to the Juno executable file found at: C:\Program Files\Juno\exec.
6. Double-click on the executable file and it will be added to the Allowed Application list.
7. Repeat step 4 to add C:\Program Files\Juno\qsacc\X1Exec to the allowed application list.
8. Try connecting to Juno.

Back

Close unused programs using the Task Manager.

If rebooting your computer did not help, disable any programs running in the background. To do this:

Windows 98/ME users:

1. Press and hold the Ctrl, Alt and Delete keys on your keyboard at the same time.
2. The Close Program window will open.
3. One at a time, close every program except Explorer and Systray by clicking on it and clicking End Task.
4. Try your Juno connection after you End Task each program. When you are able to connect you will know the program you just closed is the one creating the conflict.

1. Press and hold the Ctrl, Alt and Delete keys on your keyboard at the same time.
2. Click Task Manager button.
   
   Windows Vista users:
   Click Start and type taskmgr in the Search box. When you see taskmgr in the search results, double-click it to open it.
   
   
3. In the window that appears, click the Processes tab.
4. You'll see a list of all the programs running on your system.
5. One at a time, click every process except Explorer and Systray (and every program where the “User Name” is not SYSTEM), by clicking on it and clicking End Process.
6. Try your Juno connection after you end each process. When you are able to connect you will know the program you just closed is the one creating the conflict.

Back

Change access numbers and verify your dialing preferences

Sometimes a bad access number may prevent you from making a successful connection. Pay special attention to the number listed on your JTV screen (looks something like this - dialing xxx-xxx-xxxx) during the connection process. If your connection fails after dialing the first access number, try removing that number from your selected list of access numbers and add other numbers that are local to you. Also, verify your dialing preferences.

1. Double-click the Juno icon.
2. Click Settings on the Welcome screen and then click Locations.
3. Select you location (e.g. Home) and click Modify.
4. On the Set-Up a Dialing Location screen, verify the number of the telephone line connected to your computer. Do not turn off call waiting unless call waiting is enabled/active on your telephone line.
5. Click Continue.
6. The next screen allows you to select local access numbers. Check all the local numbers available to you. If you dial 10-digits to reach someone within the same area-code, check the Area Code box for each selected access number. If you dial 11-digits to reach someone within the same area-code, check the Dial 1 and Area Code boxes for each selected access number.
7. Click Continue and then click Finish to proceed to the logon screen.
8. Retry the Juno connection.

Back

Close Juno using the Task Manager

Windows 98/ME users:

1. Press and hold the Ctrl, Alt and Delete keys on your keyboard at the same time.
2. The Close Program window will open.
3. Find exec in the list of programs, click on it once and click End Task.
4. Find x1exec in the list of programs, click on it once and click End Task.

Windows 2000/XP/Vista users:

1. Press and hold the Ctrl, Alt and Delete keys on your keyboard at the same time.
2. Click Task Manager button.
   
   Windows Vista users:
   Click Start and type taskmgr in the Search box. When you see taskmgr in the search results, double-click it to open it.
   
   
3. In the window that appears, click the Processes tab.
4. Find exec.exe in the list of processes, click on it once and click End Process or End Task.
5. Find x1exec.exe in the list of processes, click on it once and click End Process or End Task.
   
   Note: exec.exe and x1exec.exe are process names for the Juno program. If you do not find these processes running, it means the Juno program is not running on your computer.

Back

Run Modem Diagnostics

Juno will not function if your modem is not configured correctly. To test your modem:

Windows 98/ME Users:

1. Double-click on the My Computer icon on your desktop.
2. Double-click on Control Panel icon.
3. Double-click Modems.
4. Click on the Diagnostics tab.
5. Click on the “Com Port” where your modem is listed.
6. Click the More Info button.
7. If the modem is functioning properly, you will receive a response after a few seconds. The response includes information about your modem and its speed. If you do not receive a response or if you receive an error message, you will need to configure your modem. This may require that you reinstall your modem drivers and/or configure your modem settings. Please contact your modem or computer manufacturer for information on configuring your modem.

Windows XP/2000 Users:

1. Click the Windows Start button.
2. Click Control Panel.
   Windows 2000 users: Click Settings and then Control Panel.
3. Double-click Phone and Modem Options.
   Windows XP users: If you don't see this option, click Switch to Classic View after Step 2.
4. Click on the Modems tab.
5. Select your modem and click the Properties button.
6. Click on the Diagnostics tab
7. Click Query Modem.
8. If the modem is functioning properly, you will receive a response in the Modem Information window within a few seconds. The response includes information about your modem and its speed. Click OK to exit.
9. If you do not receive a response or if you receive an error message, you will need to configure your modem. To troubleshoot your modem click on the General tab under modem properties and click Troubleshoot... You may need to reinstall your modem drivers and/or configure your modem settings. Please contact your modem or computer manufacturer for information on configuring your modem.

Windows Vista Users:

1. Click the Windows Start button and point to Control Panel.
2. Click on Hardware and Sound and then click on the Device Manager link.
3. Double-click on Modems or click on the '+' sign adjacent to Modems.
4. Select your modem from the list, right-click and click on Properties.
5. Click on the Diagnostics tab.
6. Click Query Modem.
7. If the modem is functioning properly, you will receive a response after a few seconds in the lower window. The response includes information about your modem and its speed. If you do not receive a response or if you receive an error message, you will need to configure your modem. This may require that you reinstall your modem drivers and/or configure your modem settings. Please contact your modem or computer manufacturer for information on configuring your modem.

Back

Verify Modem Settings

Windows 98/ME Users:

1. Click the Windows Start button, point to Settings and select Control Panel.
2. Double-click Modems and click the Properties button.
3. Set the speed for your modem from the Maximum Speed, menu. For 14.4 modems use 19200, for 28.8 modems use 38400 and for 56k use 57600.
4. Make sure Only connect at this speed is not checked.
5. Select the Connection tab.
6. Under Call Preferences, ensure that the box marked Cancel the call if not connected within is unchecked. Some modems may not allow you to change the call preferences.
7. Click OK then click Close to exit.
8. Retry your Juno connection.

Windows XP/2000 Users:

1. Click the Windows Start button and select Control Panel.
   Windows 2000 users: Click Settings and then Control Panel.
2. Double-click on the Phone and Modem Options icon.
   Windows XP users: If you don't see this option, click Switch to Classic View after Step 1.
3. Select the Modems tab, highlight your modem and then click on the Properties button.
4. Select the Modem tab, and set your modem speed from the Maximum Port Speed menu. For 14.4 modems use 19200, for 28.8 modems use 38400 and for 56k use 57600.
5. Select the Advanced tab and click on Change Default Preferences.
6. Under Call Preferences, change the value of the box marked Cancel the call if not connected within to 255. Some modems may not allow you to change the call preferences.
7. Click OK three times to exit.
8. Retry the Juno connection.

Windows Vista Users:

1. Click the Windows Start button and select Control Panel.
2. Click on Hardware and Sound and then click on the Device Manager link.
3. Double-click on Modems or click on the '+' sign next to Modems.
4. Right-click on your modem in the list and click on Properties.
5. Click the Modem tab and set the modem speed from the Maximum Port Speed menu. For 14.4 modems use 19200, for 28.8 modems use 38400 and for 56k use 57600.
6. Select the Advanced tab and click on Change Default Preferences.
7. In General tab, under Call Preferences, change the value of the box marked Cancel the call if not connected within to 255. Some modems may not allow you to change the call preferences.
8. Click OK and OK again to exit.
9. Retry the Juno connection.

Back

Make sure your modem timeout settings are properly configured

It is important to listen closely to what your modem sounds like when you try to connect to Juno, 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.

Windows 98/ME Users:

1. Click the Windows Start button, point to Settings and select Control Panel.
2. Double-click the Modems icon, highlight your modem and select Properties.
3. Click the Connection tab.
4. In the Call Preferences section, make sure there is no check next to Cancel the call if not connected...
5. Click OK then Close.
6. Retry the connection.

Windows XP/2000 Users:

1. Click the Windows Start button and select Control Panel.
   Windows 2000 users: Click Settings and then Control Panel.
2. Double-click the Phone and Modem Options icon and then select the Modems tab.
   Windows XP users: If you don't see this option, click Switch to Classic View after Step 1.
3. Make sure your modem is highlighted and select Properties.
4. Click the Advanced tab and select Change Default Preferences...
5. Change the value of Cancel the call if not connected within to 255 seconds.
6. Click on OK for each of the three windows to exit.
7. Retry the connection.

Windows Vista Users:

1. Click the Windows Start button and select Control Panel.
2. Click on Hardware and Sound and then click on the Device Manager link.
3. Click on Modems, highlight your modem, right-click on it and select Properties.
4. Click the Advanced tab and select Change Default Preferences...
5. Change the value of Cancel the call if not connected within to 255 seconds.
6. Click OK and OK again to exit.
7. Retry the connection.

Back

Verify compatibility mode settings – Windows XP users only.

1. Right-click on the Juno Internet icon on your desktop.
2. Select Properties.
3. Click on the Compatibility tab.
4. Uncheck the box before Run this program in compatibility mode for.
5. Click Apply and OK to close the window.

Back

Verify and re-enter your password.

Ensure that you are entering your Member ID and Password correctly. Note that your Member ID is everything to the left of the @ symbol in your email address. For example, the Member ID for bobjones@juno.com is bobjones. Remember that passwords are case-sensitive, so please ensure that your Caps Lock key is not active.

Back

Reset your password

Enter your memberID and click the Forgot Password? link on the Juno login screen. Your software will connect without a password and you’ll be taken to a page where you can reset your password.

If you can connect to the Internet, simply visit www.juno.com/password to reset or change your password.

Back

Close RNAAPP using Task Manager - Windows 98 users only.

1. Press and hold the Ctrl, Alt and Delete keys on your keyboard at the same time
2. The Close Program window will open.
3. Find rnaapp.exe in the list of programs, click on it once and click End Task.

Back

Verify your Call Waiting Settings

1. Double-click the Juno icon on your Desktop.
2. Click Settings on the Welcome screen and then click Locations.
3. On the Dialing Location screen, highlight your preferred location (i.e. Home) and click Modify.
4. On the Set-Up a Dialing Location screen, verify your answer to question Do you want to turn off call waiting? and then click Continue.
5. Click Continue again and then click Finish to save your settings.
   
   Note: If you do not have the call waiting service activated on your phone line, do not answer Yes to Question: Do you want to turn off call waiting?.

Back

Is the problem isolated to one Web page or all Web pages?

Try accessing another web site to determine if the problem isolated to a specific Web site. Some Web sites are periodically unavailable because of maintenance or upgrades being carried out on their server. Certain sites can also become very busy, depending on the time of the day and day of the week. The only thing you can do in either case is to try again later. Also, check if the site requires any plugins to operate (such as Flash) and that you have a suitable version of the plugin needed.

Back

Reset Internet Explorer to use factory settings

Internet Explorer 7.x Users:

1. Open Internet Explorer, click on the Tools menu and select Internet Options.
2. On the General tab, under Browsing history, click Delete.
3. Click Delete files button under Temporary Internet Files.
4. The Delete Files screen will appear, click Yes.
5. Under History, click Delete history. On the Delete History screen, click Yes and then Close.
6. Click the Connections tab. Make sure that Always dial my default connection is selected.
7. In the Dial-up and Virtual Private Network settings list, select Juno and click Set Default.
8. Click LAN Settings. On the Local Area Network (LAN) Settings screen that appears, make sure that the Use a proxy server for your LAN box is unchecked and click OK.
9. Click the Advanced tab, and click Reset.
10. Click Reset again in the Internet Explorer Default Settings window.
    Note: Click OK in the Internet Explorer window suggesting you to close all the open windows or programs.
11. Click Close.
12. Click OK and restart your Internet Explorer for the changes to take effect.
13. In the Settings list, under Browsing, clear the Show friendly HTTP error messages check box.
14. Click OK.

Internet Explorer 6.x and 5.x Users:

1. Open Internet Explorer, click on the Tools menu and select Internet Options.
2. On the General tab, under Temporary Internet files, click Delete Files.
3. The Delete Files screen will appear. Select the Delete all offline content check box and click OK.
4. Under History, click Clear History. On the screen that appears, click OK.
5. Click the Connections tab. Make sure that Always dial my default connection is selected.
6. In the Dial-up settings list, select Juno and click Set Default.
   Note: For Internet Explorer 6.x the option would be Dial-up and Virtual Private Network settings.
7. Click LAN Settings. On the Local Area Network (LAN) Settings screen that appears, make sure that the Use a proxy server check box is cleared and click OK.
   Note: For Internet Explorer 6.x the option would be Use a proxy server for your LAN
8. Click the Advanced tab, and click Restore Defaults.
9. In the Settings list, under Browsing, clear the Show friendly HTTP error messages check box.
10. Click OK.

Back

Repair Internet Explorer

If Internet Explorer is corrupted, it can cause problems accessing Web sites. It is not always possible to repair Internet Explorer but you could try the following steps to see if it helps:

Note: You must have updated Internet Explorer since installing it to see it on the Add/Remove programs list.

1. Close all programs down then click Start, Settings and Control Panel.
   (Windows Vista and XP users, click Start and then Control Panel.)
2. Double-click Add/Remove Programs.
3. Select Microsoft Internet Explorer from the list and click Add/Remove.
   (Windows Vista, XP and Windows 2000 users, click Change/Remove.)
4. Select the option for Repair Internet Explorer.
5. When prompted, click OK and then Yes. When finished, click Yes to restart your computer.
   If this does not work or if the option to repair is not available, try reinstalling Internet Explorer from your Windows CD-ROM.

Back

Verify that Internet Explorer is not set to “Work Offline”

1. On your Windows desktop, double-click Internet Explorer.
2. Click the File menu and make sure Work Offline is NOT checked. If it is, just click Work Offline to remove the check. Internet Explorer 7.0/Windows Vista users: Click the Tools menu and make sure Work Offline is NOT checked.

Back

Windows 98/ME Users:

1. Click the Start button, click Settings, and choose Control Panel.
2. Double-click the Network icon.
3. Select TCP/IP in the list.
   If there is more than one TCP/IP listed choose TCP/IP -> Dial-Up Adapter
4. Click the Remove button.
5. Click the Add button.
6. Select Protocol in the list.
7. Click the Add button.
8. Select Microsoft in the Manufacturers list.
9. Select TCP/IP in the Network Protocols list.
10. Click the OK button (twice).
    If prompted, insert the Windows CD-ROM or point to the cabinet files.
11. Click the Yes button when prompted to reboot the computer.
12. Try your connection again when the computer is finished rebooting.

Windows XP/2000 Users:

In Microsoft Windows XP, the TCP/IP stack is considered to be a core component of the operating system, and you cannot remove TCP/IP. But with the NetShell utility, you can reset the TCP/IP stack to restore it to its state that existed when the operating system was installed. Follow these instructions:

1. Click on the Windows Start button.
2. Click Run.
3. Type cmd and click OK.
4. A black command prompt will appear.
5. Type: netsh int ip reset resetlog.txt
6. Click Enter on your keyboard. The system will pause for up to a minute while the TCP/IP stack is reset.
7. Restart your computer.
8. Try your connection again when the computer is finished rebooting.

Windows Vista Users:

In Microsoft Windows Vista, the TCP/IP stack is considered to be a core component of the operating system, and you cannot remove TCP/IP. But with the NetShell utility, you can reset the TCP/IP stack to restore it to its state that existed when the operating system was installed. Follow these instructions:

1. Click on the Windows Start button.
2. Type cmd in the search box and then right-click on the cmd program and select Run as administrator.
3. A black command prompt will appear.
4. Type: netsh int ip reset resetlog.txt
5. Click Enter on your keyboard. The system will pause for up to a minute while the TCP/IP stack is reset.
6. Restart your computer.
7. Try your connection again when the computer is finished rebooting.

Back

Try using three commas in your suffix

Entering three commas after the phone number may solve connection problems. Try the following steps:

1. Double-click the Juno icon on your Desktop.
2. Click Settings on the Welcome screen and then click Locations.
3. On the Dialing Location screen, highlight your preferred location (i.e. Home) and click Modify.
4. On the Set-Up a Dialing Location screen, click Advanced.
5. On the Advanced Dialing screen, type three commas ,,, in the Suffix text box and click Continue.
6. Click Continue, and click Continue again.
7. On the Congratulations screen, confirm that the numbers you have chosen are displayed and that the three commas are included in the suffix.
8. Click Finish and retry the Juno 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.

Back

Upgrade your modem drivers or enter an initialization string

Modem drivers and initialization strings help your modem communicate properly with our servers, thus ensuring a more stable Internet connection. You can download modem drivers and obtain initialization strings for most modems at:

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

Disclaimer: Juno is not affiliated in any way with these Web sites and does not make any endorsements or guarantees for their service.

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

Windows 98/ME Users:

1. Double-click the My Computer icon on your Desktop.
2. Double-click the Dial-Up Networking folder, and highlight the Juno connectoid.
3. Select Properties from the File menu, and click on the Configure button.
4. Select the Connection tab.
5. Click the Advanced button and type the initialization string in the Extra Settings textbox.
6. Click OK and then click OK again.
7. Close Dial-Up Networking and My Computer.
8. Retry the Juno connection.

Windows XP/2000 Users:

1. Click the Windows Start button and select Control Panel.
   Windows 2000 users: Click Settings and then Control Panel.
2. Double-click the Phone and Modem Options icon.
   Windows XP users: If you don't see this option, click Switch to Classic View after Step 1.
3. Highlight your modem and select Properties.
4. Click the Advanced button and type the initialization string in the Extra initialization commands textbox.
5. Click OK and then click OK again.
6. Retry your Juno connection.

Windows Vista Users:

1. Click the Windows Start button and select Control Panel.
2. Click on Hardware and Sound and then click on the Device Manager link.
3. Double-click on the Modems or click on the '+' sign next to Modems.
4. Highlight your modem from the list, right-click and select Properties.
5. Click the Advanced button and type the initialization string in the Extra initialization commands textbox.
6. Click OK and then click OK again.
7. Retry your Juno connection.

Back

Verify that you logged in with a Juno SpeedBand enabled account

If you use multiple Juno accounts on the same computer, Juno SpeedBand will only be enabled when logging in with the account with which you paid for the Juno SpeedBand service. Please check that the Member ID you logged in with is a Juno SpeedBand-enabled account.

To check to see if your account is Juno SpeedBand enabled, please visit https://my.juno.com/s/account

Back

Uninstall and reinstall the Juno SpeedBand software

1. Visit http://my.juno.com/s/download
2. Download the Juno SpeedBand Add-On.
3. When prompted, save the setup file to your Desktop.
4. When the download is completed, the Juno Installer will appear on your desktop.
5. Double-click My Computer, and then double-click Control Panel.
6. Double-click Add / Remove Programs.
7. Find the listing for Juno SpeedBand and click Remove.
8. Close the control panel and restart your computer.
9. Once your computer restarts, double-click the Juno Installer (has the word INSTALL across it) on your desktop to reinstall Juno SpeedBand.

Back

Disable v.90 (If applicable)

In some cases, disabling the v.90 functionality for your modem will improve your connection. To disable v.90, you will need to enter an initialization string specific to your modem.

Note: Disabling v.90 will lower your connection speed to a maximum of 33.6 Kbps. While this speed is slower, it will provide a more stable connection versus an unstable connection at faster speeds.

Here are specific initialization strings for common modems (if your modem is not on this list, please contact the vendor for the correct initialization string):

Note: 0 = Zero

For instructions on how to enter init strings, (CLICK HERE).

Back

Verify your encryption settings

Windows 98/ME Users:

1. Double-click the My Computer icon on your Desktop.
2. Double-click the Dial-Up Networking icon and highlight the Juno icon it.
3. Select Properties from the File menu and then click on the Server Types tab.
4. Ensure that the option labeled Require encrypted password is NOT checked.
5. Click OK and then click OK again.
6. Retry the Juno connection.

Windows 2000/XP Users:

1. Click on the Windows Start button, select Connect To and choose Show all connections.
   Windows 2000 users: Click Start, then Settings, and then click Network and Dial-up Connections.
2. Right-click the Juno icon and select Properties.
3. Select the Security tab and check Allow unsecured password under Security Options.
4. Click OK and then close the Network Connections window.
5. Retry the Juno connection.

Windows Vista Users:

1. Click Start and Control Panel.
2. Click on Network and Internet and then on Network Center.
3. Under Network and Sharing Center click on Manage Network connections.
4. Right-click on the Juno icon and select Properties.
5. Select the Security tab, click Advanced and then click on Settings.
6. Ensure that the option labeled Unencrypted password(PAP) is checked.
7. Click OK and then click OK again.
8. Retry the Juno connection.

Back

Run the Juno Connection Wizard

If you originally downloaded the Juno software from the Internet, you may need to download the Connection Wizard. Visit http://my.juno.com/s/download to download and install the Juno Connection Wizard.

If the Juno software was pre-installed on your computer or if you installed Juno from a CD-ROM, follow these instructions to install and run the Juno Connection Wizard:

1. Double click the My Computer icon on your desktop.
   (Computer if you're using Windows Vista).
2. Double-click Local Disk (C:).
3. Double-click the Program Files folder to open it.
4. Double-click the Connection Wizard folder to open it.
5. Double-click the JU-CW_Setup icon to launch the Connection Wizard Installer software, and follow the on-screen instructions.
6. Click Yes or Accept if you are asked to allow the installation to proceed.
7. Once the installation has finished, start the wizard from your desktop and follow the on-screen instructions.

Back

Contact Support

• Web Site Support: www.juno.com/support
  
• Live Agent Email Support: www.juno.com/pat
  
• Telephone Technical Support: Call toll-free 1-866-491-5866*
  * Technical support is available 24 hours a day, 7 days a week for a nominal fee.
  
• Online Billing Center: https://account.juno.com
  

Back

Help improve this document

Please send your comments to feedback@support.juno.com with quick help in the subject line. We regret that we cannot directly respond to your comments. Thank you for taking the time to help improve this document

Back