Mac OS Support Agent

The first thing to check when troubleshooting a connection problem is to make sure your system meets the minimum requirements. You can start by switching to the Finder, then going to the Apple Menu at the top left of your computer and selecting About this Macintosh or About this Computer.

Using the correct version of the Mac OS and having sufficient Built-in Memory are key to getting online successfully. MyStargate's minimum requirement for memory is 64 MB of RAM. Take note of how much memory your computer has and how much the system is using. The next important thing is the version of Mac OS that you have, which is also stated in the About this Macintosh or About this Computer window.

MyStargate currently supports Mac OS version 8 and up using Remote Access. FreePPP, ConfigPPP, MacPPP and MacTCP are not supported. Older operating system users may elect to upgrade or contact Apple for advise and instruction on connecting to the Internet.

This error [See Figure 5-2] is usually caused by an incorrect entry in the User ID or Password Field (including capitalizing the User ID or Password). To fix this problem, take the following steps:

From the Edit menu, select Preferences.
In the bottom of Preferences window click on the radio button for User Mode: Advanced.
Click OK to close the Preferences window.
From the Manage menu select Edit Active Set. The Edit Configuration Set window will appear.
Click on the Account tab.
Verify that your User ID is correct and in lower case. (Unless you specifically requested a User ID with upper case letters.)
Delete the Password and retype it and do the same for the Verify Password field.
Click on the Save button.
Try connecting again.

The No Dialtone error [See Figure 5-3] indicates a hardware problem. Generally, this is cased by the phone line being incorrectly connected to the modem. To troubleshoot this problem:

This error can be caused by a number of things; hardware problems, phone line problems, or a bad initialization string. First, try the procedure listed above for the No Dialtone error [See Figure 5-4]. This will ensure that all cables and phone lines are properly connected. Second, if that procedure checks out fine, you may need to adjust your modem initialization string. Contact you modem manufacturer to determine the best initialization string for your modem.

If you are using Open Transport PPP, you may need to change the modem script used by MyStargate to communicate with your modem. To change the script, take the following steps:

From the Edit menu, select Preferences.
In the bottom of Preferences window click on the radio button for User Mode: Advanced.
Click OK to close the Preferences window.
From the Manage menu select Edit Active Set. The Edit Configuration Set window will appear.
Click on the Modem tab.
Verify that your PPP Modem Description is correct for your modem. You may also wish to check with your modem manufacturer to see if an updated script is available
Click on the Save button.
Try connecting again.

This error indicates that MyStargate cannot reach the modem due to some problem with the serial port (where you plug the modem in). Either there is another program using the serial port or there's something wrong with it. Here are some things you can try:

Try plugging the modem into the printer port (If it's an external modem), then opening the Reconfiguring MyStargate to use the Printer port. [See the Configuration Sets section of the MyStargate Guide.]

Disable any fax software that may be running. Fax software is usually configured to sit and wait for incoming phone calls, so that you can receive faxes. This means that it is using the modem, and therefore occupying the serial port.

There could be an extension conflict. The Troubleshooting Extension Conflicts section later in this chapter explains how to resolve this problem. Consult your modem's manufacturer or documentation to find out if special extensions are needed for your modem.

Make sure that there isn't any other software on your Mac that is making use of the modem. Most often this means a fax manager that will automatically receive incoming faxes for you. Restart your computer.

When using a Macintosh and the PPP / Remote Access control panel, you must have the correct modem chosen in order to connect efficiently. If you do not have the correct modem set up, you will get the error message: Connecting at an Unknown Rate.

Go to the Modem control panel and choose the exact modem that you own. If it is not available, contact your modem manufacturer about getting the proper CCL files for your modem. CCL files are small files that go into the Modem Scripts folder that is located in the Extensions Folder inside of your System Folder. These CCL files tell your modem how to talk to other modems. Without them, PPP will not connect correctly.

If you cannot locate the proper CCL files, try placing two commas after the phone number your computer is dialing. That should allow it to connect at a slower rate until you find the files you need. You can always check your modem manufacturers website for the latest CCL files.

This error indicates your computer is trying to reconnect to the Internet too quickly. Wait at least 15-20 seconds between connection attempts. If the error persists, restart your computer.

In addition to this User's Guide, there are extensive help resources within the program to guide you through the dialogs and processes. Help is available from the following sources:

Active Help - When holding the mouse pointer over a field or button within MyStargate, an explanation of the item's function is displayed in the gray bar at the bottom of the window. When you become comfortable with the features of MyStargate, you can turn off active help in Preferences under the Edit Menu.

MyStargate User Guide - The MyStargate User Guide, available in the Help menu, gives you additional information about MyStargate. Select MyStargate User Guide from the Help Menu in MyStargate to launch this guide within your web browser.

MyStargate Help Menu - MyStargate Help Menu provides one-click access to important resources online.

Stargate Online Support - Stargate's online resource for help with your Internet software. http://help.stargate.net

Contact Stargate Technical Support - Stargate can assist you with any serious problems you may have regarding your system configuration, connection integrity or other critical issues. However, please note that if you are experiencing defective hardware issues (such as a bad modem), you may have to contact your hardware vendor for support.

CONTACT STARGATE ~ 24 hours a day, 7 days a week ~
Online Form To use the form, you must be connected to the Internet.	Phone [Toll Free] 1-877-570-STAR (7827)