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This page contains answers to common questions handled by our support staff, along with some tips and tricks that we have found useful and presented here as questions.

Note: In these answers we will follow a few shorthand conventions for describing user-interface procedures. Key combinations will be presented like this: Ctrl+Alt+Delete, which means that you should press and hold down the Control key, the Alt key, and the Delete key at the same time. Menu selections will be presented like this: File->Open, which means that you should open the File menu, and then make the Open selection.

 

  1. How do I Setup Windows95 To Connect to The Internet... ?
  2. Where can I find the latest version of my WEB browser... ?
  3. How do I change my login name...?
  4. How do I change my email address name...?
  5. How do I request a second e-mail account... ?
  6. How do I request a personal web page... ?
  7. How do I request services from the Arc.Net staff...?
  8. Why can't I connect to Arc.Net at XXX speed?
  9. How do I find out if my telephone line supports 56K...?
  10. How can I upgrade my modem to 56K...?
  11. Definitions

How do I Setup Windows95 To Connect to The Internet... ?

What you need to get started:

    1. Your login or UserID
    2. Your password
    3. Your local access telephone number (14.4 & 28.8 General - 862-0929; All 33.6 & USR's - 862-5833, 56K and ISDN 664-6515)
    4. Your Internet Access Provider's Connection Information
    5. Your Win95 disks or CD (you may not need these)

We are assuming that you have a "The Internet" Icon on your desktop

Checking for the Dial-up Adapter

When you click on My Computer, make sure you have a Dial-up Networking icon. If you already have on installed, go to "Confirming the Default Network Settings". If not, continue to the next section, Adding the Dial-up Adapter.

Adding the Dial-up Adapter

    1. Open up the Control Panel
    2. Click on Add/Remove Programs
    3. Click on the Windows Setup tab
    4. Double click on Communications
    5. Select Dial-up Networking
    6. Click on the "OK" button
    7. Reboot if requested
Confirming the Default Network Settings
    1. Click on "My Computer"
    2. Open up the Control Panel
    3. Click on the Network Icon
    4. Click on the Configuration tab - three components must be installed:
      • a) Client for Microsoft Networks
      • b) Dial-up Adapter
      • c) TCP/IP

Missing Client for Microsoft Networks?

    1. Click on "Add"Choose "Client"
    2. Scroll to "Microsoft"
    3. Double click on "Client for Microsoft Networks"

Missing Dial-up Adapter?

    1. Click on "Add"
    2. Choose "Adapter"
    3. Scroll to "Microsoft"
    4. Double click on "Dial-up Adapter"

Missing TCP/IP?

    1. Click on "Add"
    2. Choose "Protocol"
    3. Scroll to "Microsoft"
    4. Double click on "TCP/IP"
    5. Highlight any other components not needed and click on "Remove"

Configuring TCP/IP in the Network Control Panel

    1. Click on "TCP/IP"
    2. Click on "Properties"
    3. Click on "Gateway"
    4. Enter 204.49.37.1
    5. Click on "WINS Configuration"
    6. Click on "Disable WINS" (WINS & DHCP are Not Used)
    7. Click on "DNS Configuration"
    8. Click on "Enable DNS"
    9. Host - "your USERNAME here"
    10. Domain - arc.net
    11. DNS Server Search Order - 204.49.37.3, 204.49.37.4, & 198.41.0.4
    12. Domain Suffix Search Order - arc.net
    13. Click on "IP Address"
    14. Click on "Obtain IP Address Automatically"
    15. Click "OK"
    16. Click "OK"
    17. Reboot if requested

Adding Your Local Internet Access Dial-up Icon

    1. Click on the My Computer Icon
    2. Click on the Dial-up Networking Icon
    3. Click on the Make New Connection Icon
    4. Type in Connect to Arc.Net where it says "My Connection"
    5. Verify that the correct modem is selected
    6. Click on Next
    7. Type in the Area Code and Your local Internet Access Phone Number (Choose from list below)
      • 28.8 General - 862-0929
      • 33.6 & USR's - 862-5833
      • 56K Flex and V.90 - 664-6515

Configuring TCP/IP Address for Arc.Net Internet Access

    1. Highlight the Connect to Arc.Net Icon you just created.
    2. Right mouse click the icon
    3. Choose "Properties" from the pop-up menu
    4. Verify that the correct area code, phone number, and modem are selected
    5. Choose "Server Type"
    6. Type of dial-up server: "PPP: Windows 95, Windows NT 3.5, Internet"
    7. Advanced options: "Log onto Network" (Not checked), "Require Encrypted Password" (Checked), "Enable software compression" (Checked)
    8. Allowed network protocols: "IPX/SPX" (Not checked), "Net Beui (Not checked), "TCP/IP" (Checked)
    9. Click on "TCP/IP Settings"
    10. "Server assigned IP address" should be marked
    11. "Specify name server address" should be marked
    12. ENTER Primary DNS: 204.49.37.3
    13. ENTER Secondary DNS: 204.49.37.4
    14. No WINS Servers - Leave 0.0.0.0"
    15. Use IP header compression (checked)
    16. "Use default gateway on remote network" (checked)
    17. Click on "OK"
    18. Click on "OK"
    19. Click on "OK"

Dialing In

Click on icon you created

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Where can I find the latest version of my WEB browser... ?

Downloading & Installing Internet Explorer 3.x with Internet Mail & News or Netscape 3.x

We are assuming that you are using Windows95 with the Internet Icon on your desktop. We start by double clicking on this icon.

In the address/Location Bar at the top of the screen, click in there with your mouse and type in http://www.arc.net/support/download.htm. When our page comes up you should see a list of programs you can select. Select Windows 95 Internet Explorer 3.0x Full Edition. After a few moments the browser should ask you where to save this file. Please Choose the TEMP Directory on your C: Driveand hit the OK button. At this point you should see a little modem down in the extreme lower right hand corner of hour screen flashing green (double-click on it and a modem status windows will come up, this shows you your incoming and outgoing bytes on your system. This file is about 10.5 megs and will take about an hour on a 28.8 modem, then the modem status lights will stop.

Now Shutdown Internet Explorer and disconnect from Arc.Net. Now click on START and PROGRAMS and WINDOWS EXPLORER, select the TEMP Directory and double Click on the Program you just downloaded. This will Install Internet Explore and Accessories, when it is finished it will require you to reboot. Once it does, it will take a little while for your desktop to initialize but when you are back up, you are done. Now the first time you run each of these it will start a wizard to get it configured for use. For Internet Explorer choose existing or current configuration, and say no to the DNS Question if it ask you. As for mail & news the incoming & outgoing mail server is MAIL.ARC.NET and the news server is NEWS.ARC.NET. Your email address is your "UserId@arc.net", then your username and password is required for mail & not needed for news. There is also a connection type option in each of these screens that you will see, if you select modem and put Arc.Net as your connection type in these, each of the programs will automatically dial-in as needed.

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How do I change my login name?

Are you sure you really don't want to change your primary email address instead? The username associated with your dialin account is of interest only to us, here, as a way of verifying you are who you say you are when you log in. Essentially, we keep track of personal settings and ownership of files, etc, on the web server using your username. At account creation time, the primary email address is set to match the login name (to make it easy for people to remember both their username and their email address). However, the primary email address can be changed to a value other than your system login name. If you wish to change your login name please contact our technical support crew at 863-9280 and ask to have your primary login account changed. Note: There is no online form available for this, it must be done through phone tech support.

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How do I change my e-mail address?

Do you really want to change your primary email address or would adding a second email account be sufficient? To add a second account see this section. Otherwise, changing your Primary Email Address can be accomplished by calling our technical support staff at 863-9280 and requesting it. Remember, we use your primary email address to send you your bill, and system announcements.

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How do I set up a second e-mail account?

As a token of esteem for our Surfer level and up account holders, we reserve two email addresses with each account. The first email account is automatically configured to be the same as your login account name, and activated when you sign up. If you provided information for the second email account on your signup form, then it will be configured at the same time. If you did not provide the information, then we require you to request activation through an online signup form. When requesting a second email address be added to your residential account, please direct your service requests to the online ArcNet services page, located here. To find out how to request services, go to the "How do I request services from the ArcNet Staff" page.

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How do I request space for a user web page?

As a further token of our esteem for our account holders (Surfer level and up), we have reserved space for your personal web page. If you have provided information for your personal web page on your signup form, then it will be configured then, if not, then we require you to request activation. When requesting a personal web space be added to your residential account, please direct your service requests to the online ArcNet services page, located here. To find out how to request services, go to the "How do I request services from the ArcNet Staff" page.

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How do I request services from the ArcNet Staff?

Whether requesting a second email address be added to your residential account (free to Surfer Level accounts and up), or requesting webspace, most typical service requests can be handled by the ArcNet Service Request page located here. Please use this online form, rather than emailing the admin, as the information the form requests is needed in order to enable our Internet Service techs to process your request!

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Why can't I connect to Arc.Net at my modem's full speed (33.6, 56K, etc)?

Have you already upgraded to V.90 compatibility? If not, please do this first, as this usually fixes most problems.

There may be several reasons that your modem may be unable to connect at it's maximum published speed. For example, using a 56K modem does not guarantee connection rates of 56Kbps! In fact, all 56K modems support a range of connect rates, mainly between 30K and 54K. Connect rates higher than 54K are technically infeasible due to ITU limitations on the maximum transmit level allowed on an analog phone line. The actual connection rate will fall somewhere in the range of 30K to 54K and depends greatly on factors beyond our control, namely, phone line quality between your modem and our dialin server. As a general rule, if you were not connecting at 33.6 prior to the installation of your 56K modem, then it is probable that you will not acheive 50K plus connect rates with your new modem. Please keep in mind that modem speeds greater than 33.6K only apply to data transmitted in one direction (to your computer). Data sent from your computer will still only be sent at V.34 rates. This implies, of course, that adding a 56K modem will increase your file download speed, but not your upload speeds. A second factor that can affect your ability to utilize high speed connections, will be the type (manufacturer) of modem you have and the protocols it will support. If your modem only supports the older  X2 protocols (USR and clones), you will only connect at 28.8 to 33.6 K (depending on line connections) with a K-Flex system and vice versa. If you have an older versions of a K-Flex modem, then you need to upgrade to V.90. If you suspect this is your problem, see the section about upgrading your modems firmware. There are some good online references available concerning V.90 and KFlex modems in general. Try www.K56Flex.com for the definitive answer on modem issues. This site is sponsored by Lucent and has an "upgrade central" section that features listings for most major modem manufacturers websites.

A little note about phone line problems:

One of the primary problems in this area is the dependance of the phone system on the use of "legacy" lines, installed a decade or more ago. These older analog "copper" connections are unable to support high speed connections with any kind of "quality of service" guarantees. In fact, line noise, from a variety of sources (crosstalk, random noise, corroded connections, etc), can cause enough line degradation that your modem is forced to drop to a lower speed in order to maintain its connection. However, the most common cause of modem speed fallback, will be the case of a phone line connection with more than one digital-to-analog conversion in the calling path. All modem technologies faster than 33.6Kbs depend on there being a maximum of one digital-to-analog convertor (called an DAC) in the signal path from our system to your modem. When more than one DAC is present in the signal path, enough bits are lost through "bit robbed signalling" or other mechanisms employed by the phone company to monitor line status, that the signal is not able to use the full dynamic range of the analog-to-digital conversion process. This is usually the case when dialing into our service from remote areas, where the signal path extends through two or more telco central office exchanges. While your local exchange may indeed convert your signal to digital form (it has to do this to complete the call anyway), it may be converted back to an analog line to go between exchange buildings. When this happens, the modem will only negotiate a 28K or 33K connection. Dialing through a PBX can also cause the same symptoms to occur.

Final thoughts

Despite all of this however, there are a couple of things you can do to try and maximize your modem speed. First, you can call Sprint and tell them that you are having line noise problems. They will come out and inspect the lines in your area for free and ensure that they are in top condition. Also, make sure you are using the latest modem drivers for your particular modem. You may want to check your modem manufacturer’s Internet site to obtain the latest drivers.

Note: If you were getting higher speed connections prior to July 1st, but are not now, then you *NEED* to upgrade your modem's firmware to V.90 compliance!

About V.90

At its February 1998 session the International Telecommunications Union (ITU) agreed upon a new digital data transmission standard, named (in the ITU way) V.90. This new protocol was intended to set a standard for 56K digital data transmission through the Public Switched Telephone Network (PSTN). Prior to this, 56K digital data transmission protocols were proprietary information and owned by the company who developed them. This generated a climate of disparate protocols, where competing technologies could not reliably interoperate. Since the publication of this standard, both the US Robotics X2 and Rockwell K56 teams have been busy developing the new V.90 software to run in consumer modems and in the network modems used by ISPs. Once the standard is firmed up and deployed, all V.90 modems will be able to "inter-operate" with each other.

Here are some links to trade industry sites to help you understand more about V.90, KFlex56 and modems in general:

Modem Manufacturer's Websites:

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How can I find out if my phone line can support 56K access?

The folks at 3Com have provided a neat little tool to determine if your phone line is 56K compatible. By dialing a certain phone number (1-847-262-6000) and logging in as User line with password test, their system can perform a diagnostic on your modem that will essentially test the line for 56K access compatibility. The only requirement for the modem is that it be V.34 compatible (sorry 14.4 users). Please go here for the rest of the story.

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How do I upgrade my modem to V.90 Compatibility?

First off, see if your phone line is 56K compatible (go here), then determine what kind of modem you have. To do this, goto the Control Panel applet, (Click on Start, Settings, Control Panel), open the Modems control panel. Look under the "The following modems are setup on this computer" heading to find out the manufacturer and model of your modem. Using this information, you can either goto the manufacturers website directly (if you know that URL) or search the K56Flex website. Once you have found the website for your modem's manufacturer, look for a section on upgrading to V.90. This area of the site should direct you in determining the ability of your modem to be upgradeable and where to download the upgrade program. Because there are so many modem types and brands around, we can't give you instructions specific to your brand, but, *please* follow the instructions provided by the manufacturer carefully!*

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Definitions of Terms

Authentication: The process of requiring a potential user to present credentials to prove who they are. A method of granting or denying access to system resources based on user provided information. User credentials usually take the form of username and password pairs, as in the case of dialup server authentication.

Dialin: The process of using a modem and your computer to access the internet over your phone line.

Dialup Account: The account associated with allowing a user to dial into our system. This requires a login (or username) and a password.

Email Address: this is the mail server account name (see Mail Account Name) with "@arc.net" appended to it. Note: while username@sparky3.arc.net will work as an email address, use of this form is deprecated and username@arc.net is preferred.

Hostname: The name of a server or host. E.g. the Arc.net mail server hostname is Sparky3.arc.net, but it is aliased to respond to mail.arc.net, pop3.arc.net, & smtp.arc.net to conform to older versions of Internet software.

Login: Dialup account name, this is the same as the system username.

Mail Account Name: Account name on the mail server (mail.arc.net). This is usually set to be the same as the username when the user accounts are first created. However, it can be anything, as long as it's unique.

Mail Server: A computer used as a place to temporarily store a user's mail while it's waiting to be picked up.

Mail Spool: The file that is used by the mail server to store mail.

Password: A secret word or phrase known only to select individuals, used to protect resources from casual use or prying eyes.

Pop Server: Another name for the mail server, refers to the Post Office Protocol, which defines the method most (but not all) systems use to pick up mail.

Primary Email Address: The first email address associated with a dialup account.

Secondary Email Address: The second email address associated with a dialup account.

SMTP Server: Another name for the mail server, refers to the Simple Mail Transfer Protocol, which defines the method that most (but not all) systems use to send mail.

Username: The primary name associated with dialin and authentication, also used to specify ownership of system resources. This name is most often seen in the "Connect To" dialog in Windows95/98 Dialup Networking.

Web Server : A computer configured to serve up web page contents on demand. In the case of users of the Arc.Net service, users web pages are stored on the host called users.arc.net.

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