iPassConnect 2.3.9 for Macintosh User's Guide
Contents
1. a Alternately enter the area code to search on 4 The search results that match your criteria are displayed showing City Phone Number Connection Speed and hourly connection rate Note that some organizations turn off the display of hourly connection rate for their users 5 Select an access point and click Connect ci iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 7 iPass User s Guide Getting Connected Connecting by PHS A PHS Personal Handyphone System connection is only available in Japan To connect using a PHS connection 1 Select the PHS tab 2 On the PHS tab search for an access point to connect to 3 Select a prefecture and city as search criteria from the drop down lists The more search criteria you select the narrower your search will be a Alternately enter the area code to search on 4 The search results that match your criteria are displayed showing City Phone Number Connection Speed and hourly connection rate Note that some organizations turn off the display of hourly connection rate for their users 5 Select an access point and click Connect SOC iPassConnect Connecting by ISDN modem ison pHs iWireles roadbandll Wired Broadband To connect using an ISDN connection Country United States opr State internet 1 Select the ISDN tab city gt vi PASSPORT 2 On the ISDN tab search for an Clear Pass access point to connect to a location S Addis2. iPassConnect 2 3 9 for Macintosh 2008 iPass Inc iPass User s Guide Introduction Introduction iPassConnect is an easy to use desktop client that allows remote users to connect to the Internet through iPass worldwide network of providers Within this guide you will find information on system requirements installation instructions client features and basic and advanced use of iPassConnect System Requirements In order to run iPassConnect your system must meet the following requirements Hardware Requirements Any of the following Macs with at least 500 MB disk space Power Mac G3 or G4 MacMini iMac PowerBook G3 or G4 iBook MacBook MacBookPro O Er OF UT oO Connectivity At least one connectivity device installed depending on your intended connection type A modem for a dial up connection An Ethernet adapter for a wired broadband connection An 802 1 1b g or Airport Extreme wireless adapter for a wireless broadband connection A ISDN terminal adapter for an ISDN connection A PHS phone for PHS connections EI Et 40x E E Operating System Requirements e Mac OS 10 4 Tiger or 10 5 Leopard e BSD subsystem must be installed Installation Instructions To install iPassConnect 1 Download the software installation package from your company intranet or service provider Web site 2 Double click the downloaded file 3 Follow the displayed directions You should also make sure that your conn
3. The search results that match your criteria are displayed showing city and location 4 Select an access point and click Connect ech iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 8 iPass User s Guide Getting Connected Connecting by Wireless Broadband Wired broadband access points are available in many hotels airports and other locations To connect using a wireless broadband connection 1 Select the Wireless Broadband tab 2 On the Wireless Broadband tab search for an access point to connect to by selecting a country state and city as search criteria from the drop down lists The more search criteria you select the narrower your search will be 3 The search results that match your criteria are displayed showing city and location 4 Select an access point and click Connect Disconnecting from the iPass Network To disconnect from the iPass Network click Disconnect ec iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 9 iPass User s Guide Advanced Features Advanced Features You can take advantage of some advanced connection features to make the process of connecting even easier and quicker Bookmarks The Bookmarks menu allows you to conveniently save and re use connection information for access points you use most frequently This shortens the process of connecting To bookmark an access point 1 2 3 Browse for an access point as you would normally Select the access point On the Bookmar
4. access points have local rates and are therefore usually less expensive Toll Free access points are not local and usually yield a higher connection charge for you or your company When in the United States entering 800 to search by number will also list access points in the toll free 800 855 866 877 and 888 area codes Check in country rates with the local operator for a non local access point In many countries it is very inexpensive to dial long distance within the country Incorrect Password iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 14 Re enter your username domain name and password Password entry is case sensitive Make sure the CAPS LOCK key is not depressed Make sure you have entered the domain name such as example com in the Domain field of your Login Info Note It is possible that the authentication server may be down or offline Check with your Help Desk Your user account may no longer be active Check with your Help Desk User s Guide Troubleshooting Password Authentication is Slow e n some areas it may take up to 120 seconds or more to connect Do not click the Cancel button prematurely e Generally the further away from home you are the longer the authentication process will take Ensure that the option Redial if not connected in seconds is set to at least 120 seconds e The authentication server may be down or offline Check with your Help Desk Screen Is Blank e Your monitor could be i
5. already have a connection to the Internet through some device other than your modem for example through LAN access To manually update your Phonebook 1 On the iPassConnect menu choose Update Phonebook 2 The Phonebook will update Mandatory Phonebook Update Even if you have disabled your automatic Phonebook updates you will still receive periodic updates iPass will force a Phonebook update to iPassConnect if you have not received an updated Phonebook in the last 14 days This process is necessary to ensure that your Phonebook up to date POP Info The term POP Point of Presence is another word for an access point You can examine the attributes of an access point in detail including support information POP location and phone number To view detailed information on an access point 1 Select the access point in the Phonebook 2 On the Edit menu choose Show POP Info The POP details will display Uninstalling iPassConnect To uninstall iPassConnect drag the iPassConnect icon from the Applications folder into the Trash Hotkeys iPassConnect makes use of the following keyboard shortcuts Sg Is Close iPassConnect Hide iPassConnect Quit iPassConnect Select All access points in Phonebook ech iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 13 iPass User s Guide Troubleshooting Troubleshooting This section addresses some of the more common issues that arise when using iPassConnect If you don t see yo
6. F CONTENTS Automatic Update cccccceecsceceeeceeeneeeeeeeceeeeeceaeeeeaaeeeceeeeceaeeecaaesseaeeseaeeesaaeessaaeeeeeeeseeeeesaeeeaeesenees 12 Man al e EE 13 Mandatory Phonebook Update 13 POP MO EE 13 Uninstalling iPasSGonnect iirinn s EREN ees 13 HOKEY Sie tege oust ein el etd ede ed el ed As easel DEER hoe Et ese 13 Troubleshooting 14 Generali Troubleshooting Tips seiecssevecseeeseactectenancttendecedencaieinenssantaestann cette esereietansdacbesateeeesbereteneeeeessandeeats 14 Troubleshooting Tips for Dial Up Modem PHS or ISDN Users ccceessceessetteeesseteeeeseeeaees 15 Troubleshooting Tips for Broadband Lsers 17 Copyright 2008 iPass Inc All rights reserved Trademarks iPass iPassConnect and the iPass logo are trademarks of iPass Inc All other brand or product names are trademarks or registered trademarks of their respective companies Warranty No part of this document may be reproduced disclosed electronically distributed or used without the prior consent of the copyright holder Use of the software and documentation is governed by the terms and conditions of the iPass Corporate Remote Access Agreement or Channel Partner Reseller Agreement Information in this guide is subject to change without notice Every effort has been made to use fictional companies and locations in this manual Any actual company names or locations are strictly coincidental and do not constitute endorsement
7. Found No Modem Noise e Verify that you have a modem installed in your Mac If you do not you will need to install one e lf you have more than one modem installed verify that you have selected the correct modem in Preferences e Verify that there is a working phone line by connecting a phone to it and dialing out e Verify that any phone extension is connected securely to your computer and the wall phone jack e Verify that the phone line is connected to the input jack in your computer ech iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 15 iPass User s Guide Troubleshooting e lf the local phone system is digital as opposed to analog you may need a special adapter to connect You could also request access to a fax line which is an analog line e Verify that your Dial Settings are entered correctly You may need to change your settings if you are attempting to connect from a different location than the last time you used iPassConnect e If you can t hear your modem verify that the speaker volume is not turned off or disabled Loud or Ongoing Modem Noise e Verify that the phone line is not already in use e The modem volume may be set too loud Turn down the computer or modem volume e f your modem is not negotiating the connection or is not compatible you may need to set the modem manually See the instructions that came with your modem or contact your Help Desk for further assistance Busy Signal e The access point you ar
8. ble for your computer See System Flagstaff 928 2554017 56000 Flagstaff 928 266 0030 56000 Requirements on page 4 for details Flagstaff 928 213 3320 56000 Nogales 20 375 6880 56000 e Peoria 602 3881030 56000 Searching the Phonebook Phoenix 602 334 4017 56000 Phoenix 602 843 1471 56000 r Phoenix 480 237 0101 56000 iPassConnect allows you to search for a Phoenix 602 393 0401 56000 nearby access point to connect to by entering geographical search criteria For instance you Dial 413 4017 Dial Settings can search for all access points in a country in 1 of 36 items selected a state of that country or a city in a given state The more search criteria you enter the narrower your search will be For a dial up connection you can also search for all access points in an area code Before connecting you should make sure your preferences are set properly If you re using a dial up connection like modem or ISDN you should pay particular attention to your modem and dial settings See Advanced Features on page 10 for options to make your connection even quicker and easier Connecting by Modem iPassConnect supports most standard modems To connect using a modem connection 1 Select the Modem tab 2 On the Modem tab search for an access point to connect to 3 Select a country state and city as search criteria from the drop down lists The more search criteria you select the narrower your search will be
9. cations to run after you establish a connection You Update may use this feature to launch a Web Y Automatically update phonebook browser connect to your corporate network using a VPN solution or to launch various other applications User Info Modem Dial Settings Programs to launch after connecting cal Launch default web browser Additional applications to launch To automatically launch your default Web browser after connecting Application Location Chat app Applications Chat App 1 On the iPassConnect menu choose Preferences 2 Click the General tab 3 Under Programs to run after connection check Launch default Web browser Cancel E 4 Click OK The next time you connect to the Internet iPassConnect will launch your browser To configure iPassConnect to launch other applications On the iPassConnect menu choose Preferences Select the General tab and click Add Browse to the program you want to run after being connected and click Open Continue to add applications as desired by repeating Steps 2 and 3 Click OK to close the Preferences dialog The next time you connect iPassConnect will launch the applications you specified GA ONS Running a Virtual Private Network VPN A virtual private network VPN is an application that securely connects you to your corporate network You can run your VPN as a post connect action by selecting it as a program to run after con
10. de the area code or 1 the area code 6 The results of your cumulative dial settings are shown in Sample If the number in Sample are correct click OK General Preferences Help iPass The General Preferences tab allows you to set advanced program options such as Phonebook updates See Advanced Features on page 10 for more information To get help in iPassConnect 1 On the Help menu click iPassConnect Help or 2 Click the on the main iPassConnect dialog The help file explains basic iPassConnect settings procedures and advanced features It also contains a troubleshooting section with a basic discussion of the most common issues that can arise when using iPassConnect iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 6 User s Guide Getting Connected Getting Connected Your connection procedure depends on which connection type you are attempting to establish IPassConnect supports the following connection types e Modem DOC iPassConnect e PHS Lueden ison PHs Wireless Broadband Wired Broadband e ISDN BS Country United States z e Wired broadband a Age laterit e Wireless broadband city PASAPORT You should have the appropriate hardware qa ae L Phone Number installed on your Mac before attempting to ee E j Casa Grande 520 426 4500 56000 connect For example a wired broadband Sie ene coer i i Deer Vall 623 298 0153 56000 connection requires an Ethernet card and a a E aee ca
11. e connecting through may be inactive or temporarily unavailable Try another access point in the area The iPass service offers multiple access points in major business centers e Pick up the phone and dial the access point manually You may hear a message explaining the problem For example the hotel PBX system may be overloaded or you may be required to dial a 9 to get an outside line e Your modem may not recognize the local dial tone local busy tone or both You may need to configure the modem No Answer Human Answer e The access point you are connecting through may be inactive or temporarily unavailable Try another access point in the area The iPass service offers multiple access points in major business centers e Verify that your Dial Settings are entered correctly You may need to change your settings if you are attempting to connect from a different location than the last time you used iPassConnect Connection Drops Disconnects in the Middle of a Session e A sudden disconnect is often a result of electro magnetic interference EMI a noisy phone line or traffic congestion Try reconnecting to the access point e f you remain connected to the Internet but are inactive iPassConnect might be set to automatically disconnect you Contact your Help Desk for assistance Access to the Web is Slow Slow Web access could be the result of electromagnetic interference EMI a noisy phone line or Internet congestion Try reconnecting t
12. ectivity device modem or broadband adapter has been properly installed and configured on your computer before attempting to connect to the iPass network Consult your documentation for details ec iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 4 iPass User s Guide Getting Started Getting Started You should make sure your preferences are set correctly before trying to connect These include your user information and if you re a dial up user your modem and dial settings Setting Your User Info On the User Info tab you can store your user name domain and password for future use To set your user name domain and password 1 2 4 5 On the iPassConnect menu choose Preferences On the User Info tab under Internet Login enter your user name and domain For example for jack domain com jack is the user name and domain com is the domain Enter your password Note For a broadband connection your password cannot contain a plus or ampersand amp symbol To save your password for future sessions check Save password Click OK Selecting Your Modem If you re a dial up user you will need to tell iPassConnect which modem to use before connecting for the first time To specify your modem 1 Preferences On the iPassConnect menu choose Preferences User info General Modem 2 Click the Modem tab eener 3 Under Device EES the correct tans modem an ript EES ee H To d
13. iPassConnect 2 3 9 for Macintosh User s Guide Version 1 0 February 2008 iPass TABLE OF CONTENTS Introduction 4 System Requirements ccccccecccececeeeeenceceaeeeeeaeeeeaeeseaeeeceaeseeaaesaaeeeeesaesgeaaesaeeecaeeeeaaesgeaeeseeeeseaeeseaeenenees 4 Hardware Requirement cccccccccceesseeceeeeeceeeeeeaaeeeeaeeceeeecaaeeeeaaeseeaeeseaeeeesaaesgeaeeseeeesaeeseaaeeseeeseneees 4 COMMECTIVILY EE 4 Operating System Requirements A 4 dE teil Ettel TEE 4 Getting Started 5 Setting Your User WMO TE 5 Selecting YOUR MOGGIMN EE 5 ME 5 General Preferences eieiei EES eege ee atin Eege ec 6 PAG EE E 6 Getting Connected 7 searching the PhONGDOOK EE 7 CONNECTING DY MOGI rakes csachvssdenestasccscicassety annainne aaa aiaa a aa EA EE A aE E 7 Connecting by PHS geseet ged Eder Aani 8 Connecting by ISDN EE 8 Connecting by Wired Broadband nten ne ennet 8 Connecting by Wireless Broadband ssssesssesiesirssiresirssiirssinssinssrnnsrnnstnnstnsannnsnnntatnannnannnnannn annann nenn nnt 9 Disconnecting from the iPass Network anene 9 Advanced Features 10 BBOOKMANKS e ergeeege e eege ee AA eee 10 elle Tee EE 11 Running a Virtual Private Network VPN 11 Advanced Dial Up eg EE 11 Select ee Seeerei eege 11 Smart ROGAN ele seniii eek valde cite Deeg eg gheet eg Ae aiandi iaa aannaaien aea iaaii 12 Busy Number Heda 12 PHONEDOOK le 12 I iPassConnect 2 3 9 for Macintosh 2008 iPass Inc ii iPass User s Guide TABLE O
14. isable call waiting dial rT 4 Click OK E Dial using Tone ES Dial Settings _ Dialing from Location If you re a dial up modem PHS or M Location same as selected number ISDN user correct dial settings are EE United States crucial to getting a proper connection Ares Sore There are two ways to view the Dial Area code rule Dial area code ES Settings dialog 1 Sample 9 520 413 4017 On the iPassConnect menu choose Preferences then click gt i Cancel the Dial Settings tab or On the main iPassConnect dialog click the Dial Settings button To configure your dial settings 1 Under General enter any numbers needed to access an outside line For example if you are in a hotel you may need to dial 9 I iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 5 iPass User s Guide Getting Started 2 From the To disable call waiting drop down list enter any characters required to disable call waiting If your telephone system does not support call waiting leave this blank 3 Select whether the phone system is tone or dial Most phone systems use tone 4 Under Dialing from Location check the box if the location you are dialing from is the same as the access point you have selected If the location is not the same as the access point enter the country and area code of your location 5 Select an area code rule The selected rule will determine what will prefix the phone number no area co
15. ks menu choose Add Bookmark The bookmark is added to your list of Bookmarks and shown on the Bookmarks menu To view your Bookmarks 1 On the Bookmarks menu select Show Bookmarks 2 Your list of Bookmarks will be displayed in a sliding panel on the side of iPassConnect The icon next to each Bookmark will indicate the access type e Modem PHS or ISDN e Wired Broadband e Wireless Broadband F 3 For additional information on the Bookmark click the More Info icon To connect using an existing bookmark On assConnect l the Bookmarks menu select the bookmarked ireless Broadband Wired Broadband gp Cote Seasons Hote San access point you wish to use ge eneen To modify a bookmark d o 1 On the Bookmarks menu select Show 9 d See Bookmarks GAE 2 On the Bookmarks panel click the More CC Info icon in the right hand column TET 3 On the Bookmark Settings dialog See modify the bookmark as needed 4 Click OK To delete a bookmark 1 Dial Settings On the Bookmarks menu select s selected Connect Show Bookmarks p 2 On the Bookmarks panel select the Bookmark you wish to delete 3 On the Bookmarks menu choose Remove Bookmark ech iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 10 iPass User s Guide Advanced Features Post Connection Actions Preferences The Post Connection Actions feature allows you to configure appli
16. n Sleep mode Wake it up by moving the mouse or pressing the Return key e Make sure your computer is plugged into an electrical outlet and turned on e Make sure your monitor is turned on e If the problem continues see the monitor s user guide Troubleshooting Tips for Dial Up Modem PHS or ISDN Users Difficulty Connecting To the Access Point e Make sure you ve configured Dial Settings to the required prefixes and local dial code for the region Many hotels require you to dial additional characters to reach an outside line You may need to change your settings if you are attempting to connect from a different location than the last time you used iPassConnect e Pick up the phone and dial the access point manually You may hear a message explaining the problem For example you may be required to dial a 9 to get an outside line e The access point you are connecting through may be inactive or temporarily unavailable Try another access point in the area e Do not manually enter the access point number even if you have memorized the number Always use the procedures outlined in this user guide to connect No Dial Tone e Verify that there is a working phone line by connecting a phone to it and dialing out e Verify that the phone extension is connected securely to your computer and the wall phone jack e Verify that the phone line is connected to the input jack in your computer e Verify that your speaker volume is turned up Modem Not
17. nection Depending on the configuration of your VPN you may or may not have to enter another user name and password in addition to the one used in iPassConnect Contact your Help Desk for more information Advanced Dial Up Features iPass Select All The Select All feature allows you to select all of the access points shown in the Phonebook Note that this isn t all of the possible iPass access points just the access points that are displayed after a search When you Select All iPassConnect will attempt each of the access points in sequence until a successful connection is made Select All is helpful when connecting from a location where a connection may be unreliable or where there is heavy phone or Internet traffic that may prevent access from the first access point chosen iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 11 User s Guide Advanced Features To select all access points shown in the Phonebook 1 Depending on your connection method search for a set of local access points 2 On the Edit menu click Select All 3 Click Connect If your connection to the first access point is unsuccessful iPassConnect will cycle through all the selected points until a connection is made Smart Redial By using the Smart Redial feature with dial up connections iPassConnect will automatically continue dialing all access points within the same city until a successful connection is made If you use Smart Redial you don t have t
18. o the access point ech iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 16 iPass User s Guide Troubleshooting Troubleshooting Tips for Broadband Users Unable to Log in using iPassConnect e f you ve never successfully logged in using iPassConnect your account may not be activated or enabled for roaming Please follow your company s procedure for verifying your account status or contact your company s iPass administrator for details e f you re using an Ethernet connection o Verify that your Ethernet cable is securely plugged in to both the computer and the wall jack at your location o Most Ethernet cards have a light on the connector to the cable indicating whether there is a valid Ethernet connection Ensure that the light is on e f you re using a wireless connection o Verify that your 802 11b Wireless Ethernet Adapter is correctly installed If necessary consult the adapter documentation o Make sure you are working away from any obstructions such as walls pillars columns or other possible sources of interference I iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 17 iPass User s Guide
19. o use the Select All feature To activate the Smart Redial feature 1 From the iPassConnect menu select Preferences 2 Click the Modem tab 3 Under Redial check Smart Redial 4 Click OK Busy Number Redial The busy number redial feature used for dial up connections allows you to configure iPassConnect to retry an access point if a connection attempt fails there are few access points and heavy Internet traffic To configure iPassConnect to redial a busy access point 1 From the iPassConnect menu select Preferences 2 Click the Modem tab 3 Inthe Redial attempts text box select the number of attempts you want iPassConnect to try from the drop down list 4 In Redial if not connected within select the amount of time in seconds you want to elapse between each dial from the drop down list This should be set to a minimum of 120 seconds in order to give the first dialing sequence time to finish 5 Click OK Phonebook Updates The iPassConnect Phonebook can be updated automatically or manually We strongly advise you to leave your settings on Automatic update Automatic Update To set iPassConnect to update the Phonebook automatically 1 From the iPassConnect menu select Preferences 2 On the General tab select Automatically update phonebook 3 Click OK ech iPassConnect 2 3 9 for Macintosh 2008 iPass Inc 12 iPass User s Guide Advanced Features Manual Update A manual update will only work when you
20. on Summerfield Suites Addison 3 Select a country state and city as Akron Radisson Inn Akron z Albuquerque Doubletree Hotel Albuquerque search criteria from the drop down Albuquerque Sheraton Albuquerque e g Alexandria Holiday Inn and Suites Alexandria lists The more search criteria you Alexandria zech Hotel Steg Amherst University inn amp Conference Center select the narrower your search will Andover Tage Inn Andover Andover Wyndham Hotel and Resort Andover be Arlington Wyndham Hotel Arlington DFW Airport South Arlington Hilton Crystal Ci a Alternately enter the area AARAA Heights sa ders SCH Heights Atlanta ClubCorp USA 191 Club code to search on pone Gace USA Buckhead Club 4 The search results that match your rate Geer eben ig criteria are displayed showing City Phone Number Connection Speed d 0 of 375 items selected and hourly connection rate Note that some organizations turn off the display of hourly connection rate for their users 5 Select an access point and click Connect Connecting by Wired Broadband Wired broadband access points are available in many hotels airports and other locations To connect using a wired broadband connection 1 Select the Wired Broadband tab 2 On the Wired Broadband tab search for an access point to connect to by selecting a country state and city as search criteria from the drop down lists The more search criteria you select the narrower your search will be 3
21. ur issue listed here or our suggestions fail to resolve your problem please consult your Help Desk General Troubleshooting Tips iPass These tips apply to connections in general using iPassConnect Difficulty Connecting To the Access Point The access point you are connecting through may be inactive or temporarily unavailable Try another access point in the area Bookmarks are not updated when you update your Phonebook You may be using an outdated access point that you have bookmarked If this is the case update the Phonebook or choose a new access point Verify that your dial properties are entered correctly You may need to change your settings if you are attempting to connect from a different location than the last time you used iPassConnect Verify that you have the correct hardware for the access type selected For instance you must use a Wi Fi card to access a Wi Fi hotspot No Access Point in Your Location In some instances you may not find a particular city listed in the Phonebook but there might be access points that are local or close to where you are If possible try connecting through an alternate access type For example broadband users without local access to broadband may be able to find a local dial up connection If you are in the United States check if there are other cities within the same area code which might be local In some countries there may be All Cities listings or Toll Free listings All Cities
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