NowCom Wireless - North Okanagan Wireless Communications

NowCom Wireless Communications Troubleshooting Guide

Please print out this troubleshooting guide for future reference. If you are not connecting to the Internet follow these step by step instructions before calling Nowcom.

1. Restart your computer.

2. Check for physical Interference and Obstructions to your radio.

Please check to see if any of the following obstructions are preventing your radio from working properly.
-excessive snow
-snow covered branches
-new structures (sheds, barns, etc)
-radio has been accidentally moved
-ice build up or icicles
-horses, large dogs, snowmen, etc
-feed line has been stretched or cut

3. Check Firewall Settings

Improperly configured firewalls are the most common cause of connection problems. If you haven't already done so, please turn off your Windows firewall.

4. Allow for Additional Time

In some cases it may take a computer some additional time to detect or see the network. If after booting the computer you are unable to see the Internet, give the computer 2-3 minutes to detect the network.

5. Check Internet Explorer - Automatically Detect Settings

Examine your Internet Explorer network settings by selecting Tools/Internet Options/Connections/LAN Settings. If the option 'Automatically detect settings' is unchecked you'll need to make sure that it becomes checked.

6. Check Network Connection - Obtain an IP Automatically Settings

1. Start your computer while it is connected to an active Ethernet jack.
2. Select Start/Settings/Control Panel/ Network and Dial-Up Connections.
3. Right-click Local Area Connection, and left-click Properties.
4. Select the Networking tab.
5. Double-click TCP/IP.

6. Verify that 'Obtain an IP address automatically' and 'Obtain DNS server address automatically' are selected.

7. Check for Conflicting IP Addresses

Each time you turn on your PC, the network servers assign your PC an IP, or Internet Protocol address.
Once assigned, that IP address stays with you for the duration of your session. However, there are times when another network user has assigned his/her PC with a Static or Fixed IP address for testing purposes or specific applications.
If their IP is the same as yours, there's the conflict, and Windows will waste no time in telling you about it.
To correct this problem, simply re-power your equipment, PC, router, hub, etc.
The system will do everything it can to get you a fresh IP address.

8. Check for Spyware and Viruses

Yes, spyware and viruses can stop you from getting on the Internet.
If you are able to get updates, please get them and run your Adaware and Anti-vir or whatever software you have installed.
After detecting anything that shouldn't be there, delete it and restart your PC.
Should that not work, you may want to use your Windows System Restore to take your PC back to another date.
Set this new date to a date that is a few days before any trouble began.

9. Reset the Network Connection

At times, simply resetting the Network Connection can get you back onto the Internet. Please use one of the following two instruction, depending on your operating system.

Windows 98/ME
1. Select Run... from the Start menu
2. Enter winipcfg in the dialog box and click OK
3. Make sure you have selected your Ethernet Network adapter (not PPP Adapter) from the pull-down menu at the top.
Click the Release All button. The IP Address, Subnet Mask and Default Gateway boxes will become empty.
4. Click the Renew All button. You should get an IP Address that starts with 10.10.
5. Click OK to exit the Winipcfg window.

Windows Windows XP (Home and Professional)
1. Select Programs from the Start menu and then select Command Prompt.
2. Type ipconfig /release in the Command Prompt window and press Enter. You should get a message telling you that the IP address was successfully released.
3. Type ipconfig /renew in the Command Prompt window and press Enter. You should get an IP Address that starts with 10.10.
4. Type exit to close the Command Prompt window.

10. Check Network Cables and Adapters

Most network adapters (where the network cable connects to your computer) have one or more onboard LEDs to show the status of the link and network activity.
If there are no green lights on your adapter, then the adapter itself may be bad or the cable may be at fault, or simply unplugged. Please make sure that all cables are snug in their sockets and that they have not been cut, sliced or chewed by cats, dogs, children, etc.

11. Check Routers and Hubs

0cassionally home routers and hubs can 'lock' up, while your PC is working perfectly well.
Unplug the power to the router or hub and reconnect it after a few seconds. Let the router or hub power back up and see if the problem has been corrected.

12. IF you still aren't able to connect, then you can try resetting the NowCom Radio:

In rare situations, it may be necessary to restart the NowCom radio outside your home.
To do this, unplug the small black power cord that powers the Power over Ethernet (PoE) box. That's the small white box with a green light on top. Wait a few seconds and plug it back in. At this point, it's also a good idea to restart your PC.
The radio can take up to 5 minutes to completely reset itself. Please be patient. It is the most rare case senario that the actual radio may need to be replaced.

EMAIL:

NowCom E-mail Settings for Outlook and Outlook Express

Other than your User Name and Password, here are the universal e-mail settings for NowCom.
Outlook and Outlook Express 4,5,6 and 7.
Go into /Tools/Accounts/Servers
Account type - POP3
Incoming Server - www.nowcom.ca
Outgoing Server - smtp.telus.net
In the /Advanced screen, please be sure that at least 1 of your computers unchecks the box that reads 'Leave a copy on the server'. If all of your computers leave the mail on the NowCom server, your e-mail contacts will have their mail returned with a message that reads 'Unable to deliver mail...mailbox is full'.

NowCom Web Mail

http://webmail.nowcom.ca
Log in using your NowCom User Name and Password
From here you can receive and send your mail as well as deleting any and all messages.
This web based mail system is handy when you're on the road as well as having the ability to empty your mailbox when it becomes full and inaccessable through Outlook or Outlook Express.

After you have tried everything in this troubleshooting guide and your PC still cannot reach the Internet or retrieve your mail, it may be necessary to re-install your version of Windows.
Please be sure to backup or burn any information you may need later before the new installation.

Bandwidth Usage

To check your monthly bandwidth usage, please go to http://10.10.10.218 , download and install the appropriate software.

Other Considerations

There will always be situations that are simply beyond our control.
At times our main backhaul supplier, who actually leases the Internet lines, performs upgrades and maintenance to our system and others like ours.
Usually these interuptions occur on weekends but there have been times where our system has gone down at the most inconvenient time. And, of course, without warning.

We are always doing our best to keep the high speed up and running at all times. And, yes, we know instantly whenever it has issues. Just like you, we are also NowCom clients and have the network clients placed as our first priority.