iPassConnect User Guide - ATeO
Contents
1. OE EE 9 Difficulty connecting to the access number 9 No dial tone or modem sound 9 Continuing to hear loud modem noise while trying to connect 10 Error message saying incorrect password 10 Busy signal when trying to dial in 10 Password authentication is slow e g more than 60 seconds 10 Dial scripts are not running properly 11 No answer human answer ees ee ee ee AR ee ee RE ee ee ne 11 No local access number in your location 11 Connection drops disconnects in the middle of a session11 Access to the web is low 11 iPass Inc 2 iPass Inc iPassConnect User Guide Mac Version 1 8 iPassConnect User Guide iPass Inc iPassConnect User Guide for Macintosh Users System Requirements Your system needs the following minimum requirements e Mac OS 8 8 9 0 9 1 e Open Transport 2 6 or later e Modem or ISDN adapter Note Latest versions of Open Transport are recommended and are available from Apple Computer at http www apple com support Installing iPassConnect To begin 1 Download iPassConnect from your company intranet or service provider web site 2 Double click the executable file 3 Follow the directions on the screen the installer will create an iPassConnect folder that contains the client software and the necessary configuration files Using iPassConnect There are five basic steps to co2. for different countries In the United States iPassConnect includes rules for US areas require mandatory an area code dialing even for local calls Next you need to set the Dial Properties Setting the Dial Properties There are two ways to set the Dial Properties iPass Inc Click the Dial Properties button on the iPassConnect window you must select an access point before clicking Dial Properties OR In the iPassConnect window select the Options gt Dial Properties 4 iPass Inc iPass Inc iPassConnect User Guide Mac Version 1 8 In the General box e Enter any number needed to dial an outside line i e if you are in a hotel you may need to dial a 9 etc e Check the appropriate radio button for pulse or tone dial In the Dialing from box e Check the Location same as selected number if you are in the same area code as the selected number OR Select the country you are in Note This dialog box uses type ahead and enter the area code from where you are calling e Check the appropriate Area Code Rule option The default is set to Normal iPassConnect has intelligent 10 and 11 digit dialing within the United States If necessary iPassConnect automatically adds the correct dialing sequence to the appropriate US area codes This enables users the flexibility of traveling without having to know the specific area code rules for each city In addition to the US iPassConnect also maintains the dialing rules for mu
3. have a connection to the Internet through some device other than your modem i e via LAN access This update is performed automatically each time you connect using the iPass service Dial History This feature allows the user to easily read relay the SQM file information to Help Desk personnel during troubleshooting efforts This is the SQM data that is on the laptop until the user gets successfully connected Fields that are shown are User name dial start time number dialed modem connect time dialer profile ID Error Code Error Message Recommendation Contact your company s Help Desk personnel for more information if necessary The Bookmarks Menu To create a bookmark of the numbers you call most frequently 1 2 Complete the directions in Using iPassConnect to select the number you want to bookmark Click Add Bookmark next to the dial preview box at the bottom of the iPassConnect window Note you can also do this by selecting Add from the Bookmark menu In the Add Bookmark window give the bookmark a name of your choice note there is a default city name but you may want to be more specific e g San Francisco St Francis Hotel vs San Francisco To connect using a bookmark 1 2 On the iPassConnect window select the Bookmark Menu A list of bookmarks is displayed Choose one of the listed bookmarks iPassConnect begins the connection process To modify the bookmark list 1 E 4 On th
4. have memorized the number By entering the phone number through the phone book you are attaching the correct dial script No answer human answer Try dialing into another number the access number you are dialing may be inactive or temporarily unavailable The iPass service offers multiple access points in major business centers Update the phonebook in your iPass client software If you do not have client software that has an automatically updating phonebook then you should manually update your phonebook monthly Contact your helpdesk for more information If you have hand edited the phone number try creating a new connection from scratch Check to make sure the dial properties are filled out correctly No local access number in your location In some instances you may not find a particular city listed in iPassConnect but there might be numbers local or close to where you are Check if there are other cities within the same area code These might be local numbers If you are in the United States you can use the 800 numbers or an access number to the nearest city The iPass network includes All Cities local toll call anywhere in the given country and Toll Free nationwide toll free dialing for many countries If you are outside of the United States check in country rates with the local operator In many countries it is very inexpensive to dial long distance within the country Connection drops disconnects in the middle of a sess
5. window expander to display the entire window and then click Update Phonebook OR e If your phonebook is out of date and you cannot connect to the Internet with iPassConnect to perform a phonebook update Open Options gt Update Phonebook This method works only when you already have a connection to the Internet through some device other than your modem i e via LAN access Connect Options iPassConnect includes several features that make connecting to the internet even easier Retry a busy number To configure your dialer to redial a busy number 1 From the iPassConnect window open Option gt Settings 2 Inthe Redial attempts dialog box enter the number of attempts 3 Inthe Redial if not connected within field enter the amount of time in seconds you want to elapse between each dial This should be set to a minimum of 90 seconds in order to give the first dialing sequence time to finish 4 Click OK iPass Inc iPass Inc iPassConnect User Guide Mac Version 1 8 Use Smart ReDial To configure your dialer to automatically roll to the next number within the same city if the dialed number fails you will need to activate the Smart ReDial feature To do this 1 From the iPassConnect window open Option Settings 2 Select Smart ReDial 3 Click OK By using the Smart ReDial feature your dialer will continue dialing all numbers within the same city until a successful connection is made If enabled the user does no
6. 3800 Bridge Parkway Redwood Shores California 94065 USA iPassConnect User Guide iPassConnect Us r Guide for Macintosh Users 2001 All Rights Reserved iPass Inc Proprietary Information Version 1 0 iPass Inc iPassConnect User Guide Mac Version 1 8 Table of Contents System Reguirement sesse EER RR RR EER RR RR EER RR RR EER RR RR EER RR RR Ee RR ee 3 Installing iPassConnect sees RR EER RR RR EER RR RR EE EE nn 3 Using iPassConneCct ie ee Ee ee Ee e 3 Setting your Username Domain Name and Password and Modem 3 Selecting your Modem Confouration neern 4 Choosing the iPass Access Number 4 Setting the Dial Properties iese ee ee ee ee AA ee ee ee ee 4 Connecting to the iPass network ee ee ee ee AA ee ee ke ee ee 5 Disconnecting from the iPass network sees 5 Using the iPassConnect MenuS ees ee RR RR ER EER RR ER EE RR RR EER RR RR EE EE RE 5 The Options MENU EE RR EE cass 5 The Bookmarks Men 6 The Help Men RE eie N NE N 7 Updating the PhoneboOK sees ees ee EE ER RR ER EER RR RR EE RR nnn 7 Connect Options EE GE GE ee ee nnn 7 Retry a busy number 7 Use Smart ReDial iese sss 8 Configure programs to run after connection post connect actions 8 Connecting to your Corporate Network 8 Using a Calling Card ese 8 Support and Troubleshooting esse ee EER RR EER RR RR EER RR RR EER RR RR EE RR ee 9 Dial History RR EO
7. al Sequence dialog enter the phone number to dial for the calling card This can be any combination of the below symbols this can also be seen if you click Symbols For example if the instructions for your calling card reads Dial 1 800 222 5050 PIN area code phone number your dial sequence will be 1 800 222 0505 HFG Fab Area code iPass Inc iPass Inc iPassConnect User Guide Mac Version 1 8 Phone number Card number PIN Pulse dial subsequent numbers Tone dial subsequent numbers Wait for second dial tone Pause approx 1 second Wait for calling card prompt tone Wait for user input 6 Click OK The calling card number is shown in the dial preview box To modify a calling card entry 1 Open Options Dial Properties 2 Check Use Calling Card 3 Fromthe pull down menu select the calling card you want to modify 4 Click Modify 5 Make the necessary changes 6 Click OK To delete a calling card entry 1 Open Options Dial Properties 2 Check Use Calling Card 3 From the pull down menu select the calling card you want to delete 4 Click Delete Support and Troubleshooting Below are frequently asked questions about using the iPass service If our troubleshooting tips don t help resolve your issue please contact the Help Desk at your ISP or company Dial History e Under the Options menu this feature allows the user to easily read relay the SOM file information to Help De
8. dial in Try to connect through another number or if that is not an option wait a few minutes and try connecting again Sometimes dial tones from different parts of the world are interpreted differently by your modem e g your modem thinks the phone is busy when in reality it is a pulsing dial tone Try setting your modem to not detect a dial tone when dialing 5 Open Control Panels then Modem 6 The settings for the active modem configuration are displayed confirm the correct modem is selected 7 Check ignore dial tone 8 Save the configuration settings and close the dialog Password authentication is slow e g more than 60 seconds It is possible that the authentication server or iPass RoamServer at your ISP or company may be down or offline check with your helpdesk You may have a dial script problem See Dial scripts are not running properly below There could be an iPass software error Upgrade the iPass software to the newest version or contact your helpdesk 10 iPass Inc iPass Inc iPassConnect User Guide Mac Version 1 8 Dial scripts are not running properly As a user you cannot tell if your dial scripts are running correctly Dial script problems could result in a bad password message busy signal wrong number being dialed and more The best way to prevent a scripting failure is to enter the access point number through the phone book Do not manually enter the access number even if you
9. e iPassConnect window select the Bookmark Menu Select Modify Select the bookmark you want to delete or modify Note Delete removes the entry Modify allows you to change the bookmark name Click OK Important Note Bookmarks may become outdated when the phone book is updated If you try to connect to an old bookmark that number may no longer be active check your current phone book to see if the number is listed as a valid access point iPass Inc iPass Inc iPassConnect User Guide Mac Version 1 8 The Help Menu From the Help menu select iPassConnect Help to view online help You can also click the Help button on the bottom of each window This shows information about the functions of that particular window Updating the Phonebook There are two ways to update the phonebook manually and automatically It is important to update the phonebook on a regular basis This ensures the phonebook is up to date and includes any new access points that have been added to the iPass network To configure your dialer to update your phonebook each time you connect 1 Open Options gt Settings 2 Select Automatically update phonebook 3 Click OK To update your phonebook manually choose either of the following options e Ifyou have disabled your automatic phonebook updates you can manually download the new phonebook once a dial up connection has been established From the File menu select Show Dialer Window Next click the
10. g to function Sometimes dial tones from different parts of the world are interpreted differently by your modem e g your modem thinks the phone is busy when in reality it is a pulsing dial tone Try setting your modem to not detect a dial tone when dialing 1 Open Control Panels then Modem 2 The settings for the active modem configuration are displayed confirm the correct modem is selected 3 Check ignore dial tone 4 Savethe configuration settings and close the dialog Check the modem configuration to see that you have the correct modem selected You may not have a modem in the computer in which case you will need to install one Continuing to hear loud modem noise while trying to connect The phone line might already be in use The modem volume may be set too loud turn down the volume The modem may not be negotiating properly manually set the modem if you require assistance contact your helpdesk for support Error message saying incorrect password Verify and re enter the login password for possible typos made while entering username domain and password Make sure your CAPS LOCK key is not depressed or that it is depressed if you have all caps in your username and password It is possible that the authentication server or iPass RoamServer at your ISP or company may be down or offline check with your helpdesk Your user account may no longer be active Check with your helpdesk Busy signal when trying to
11. ion This is often a result of electro magnetic interference EMI or a noisy phone line This happens most frequently in countries with poor telecommunications systems or when the line you are trying to connect to has audible interference Try redialing the access number If you remain connected to the Internet but are inactive some access points will automatically disconnect you If you remain connected to the Internet but are inactive your PC might be set to automatically disconnect you Contact your help desk for assistance Access to the web is slow Electro magnetic interference EMI a noisy phone line often causes slow transmission speed this is often the case when you are connecting from a hotel This can cause modems to connect at a slower baud rate because the modem has to correct for data errors 11
12. ltiple countries including but not limited to France Germany Singapore and Japan If you are using your calling card see Connection Options on page 5 Click OK when you are done When you are finished filling in the Dial Properties window the number that will be dialed is shown in the gray dialing preview box at the bottom of the window You are now ready to connect Connecting to the iPass network To connect to the iPass network 1 Click Connect 2 Ifyou have left out any of the above steps or need to enter your password each time you connect you are prompted at this time enter the relevant information Disconnecting from the iPass network To disconnect from the iPass network 1 Double click the iPass icon in the system tray right hand corner of the Task Bar 2 Click Disconnect The iPassConnect window appears 3 Click Exit Using the iPassConnect Menus The iPassConnect dialer has three menus e Options menu e Bookmark menu e Help menu The Options Menu The Options menu has the following selections iPass Inc iPass Inc iPassConnect User Guide Mac Version 1 8 Dial Properties Select this to configure your location special prefixes calling card and more User Info Select this to view the username domain and password Settings Use this to configure your modem post connect actions and redial attempts Update Phonebook Select this to manually update your phonebook when you
13. nnect to the Internet using iPassConnect e Setting your username domain name and password e Selecting your modem e Choosing the iPass access number e Setting the dialer properties e Connecting to the iPass network Launch iPassConnect by double clicking the iPass icon on your desktop Setting your Username Domain Name and Password and Modem To begin 1 From the iPassConnect window open the Options menu 2 Select User Info 3 Fill in your username and domain i e for user abc com user is the username and abc comis the domain name 4 To save your password for future sessions check Save Password Please note that your service provider or network administrator may have disabled the Save Password feature iPass Inc iPassConnect User Guide Mac Version 1 8 If you choose to enter your password each time you connect or the Save Password feature has been disabled do not enter your password now You will be prompted to do so later Click OK Selecting your Modem Configuration To select your modem configuration 1 2 3 4 From the iPassConnect window open the Options menu Select Settings From the Modem Configuration pull down menu select the configuration you would like to use Modem configurations are managed in the Modem control panel For more information on modem configurations please consult the Apple documentation that came with your computer Click OK To configure your dialer to retry a bu
14. sk personnel during troubleshooting efforts This is the SOM data that is on the laptop until the user gets successfully connected e Fields that are shown are User name dial start time number dialed modem connect time dialer profile ID Error Code Error Message Recommendation e Contact your company s Help Desk personnel for more information if necessary Difficulty connecting to the access number e Try an alternate number within the region you are traveling If you can connect to another number it may indicate the initial access number is temporarily unavailable e Make sure you dial the required prefixes and local dial code for the region Many hotels require you to dial a number to get an outside line Also pick up the phone and dial the number manually you may hear a message explaining the problem e g the hotel PBX system is overloaded e Make sure you have the correct modem specified in the Modem control panel No dial tone or modem sound e Make sure there is a phone line the phone line is functioning and the phone line is connected to the computer and the phone jack iPass Inc iPass Inc iPassConnect User Guide Mac Version 1 8 Verify that modem is turned on and connected to your computer and the phone system Make sure the modem volume is not turned off or disabled If the system is digital versus analog you need a special adapter to connect You could also request access to a fax line as it must be analo
15. sy number automatically start a web browser on connection use a VPN or other advanced configurations see Connect Options on page 5 Choosing the iPass Access Number There are several ways to select an access point to dial into 1 Enter your physical location in the Country State Region and City dialog boxes Note These dialog boxes use type ahead type the first few letters of the word you are looking for OR In the Location box enter the area code where you are or want to dial from All the available access points in that area code will be visible From the Connection Type pull down menu select the connection type modem or ISDN The iPass access point list only shows points of presence POPs with the specified type of connection Select the number to dial Users can sort the numbers by City Number Speed and Price if displayed by clicking the appropriate header on the POP number table With the Smart ReDial feature your dialer will continue dialing all numbers within the same city until a successful connection is made If Smart ReDial is enabled the Select All feature does not need to be selected By default Smart ReDial is turned on but users can turn this feature off if necessary in the Settings dialog Dialing Intelligence The dialer contains all necessary international dialing rules administrators no longer need to train end users to remember or understand the need for all the dialing rules
16. t need to use the Select All feature The default setting is turned on but users can turn this feature off if desired iPass recommends leaving the Smart ReDial feature enabled unless disabling is absolutely necessary Configure programs to run after connection post connect actions To configure your dialer to launch a web browser on successful connection 1 From the iPassConnect window open Option Settings 2 Inthe Programs to run after connection box check Web browser 3 Click OK To configure iPassConnect to launch other programs 1 If not already open select Option Settings 2 Inthe Programs to run after connection box click Add 3 Enter the description of the program to run 4 Click Browse 5 Selectthe program you wish to open after successful connection 6 Click Open 7 Click OK Connecting to your Corporate Network Programs that connect you to your corporate network are called virtual private networks VPN You can run your VPN as a post connect action by selecting it as a Program to run after connection see above Depending on the configuration of your VPN you may or may not have to enter another user name and password Contact your help desk for more information Using a Calling Card To use a calling card 1 Open Options Dial Properties Check Use Calling Card Click Add The Add Calling Card window automatically appears In the Card Name dialog enter name ofthe calling card In the Di
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