Troubleshooting the Intel Pro/DSL modems.

Because these modems use the Windows DUN files to establish a connection, they generate many of the same error messages standard dialup connections do.

• Error 691 or 718: These are usually bad username or password issues.
  
  • Check to make sure the username is formatted as follows: username@dsl. Unlike standard dialup accounts, DSL usernames simply consist of the account name followed by “@dsl,” and are always in lower-case.
  • If the username is correct, check to make sure they are using the correct password. You can see the rejected login on radius by opening a Putty session to the radius1 server, then typing “bl username@dsl” (replacing “username” with the correct name.) You will see a display showing the username and password submitted to our authentication server the last time they tried to log in.
  • Note the password listed, then type “ac username@dsl.” This command will show you the account information, including the username, correct password, and other information. Verify that the password being entered is the same as the one we have on the server.
• Error 629 or 650: This is usually an error indicating that their connection has locked on our DSL equipment and that they need their VCI bounced.

If the above solutions fail, proceed to the next section.

Miscellaneous weirdness seems to plague the Intel modems. Sometimes they will connect, but will not pass through any information. Sometimes they will start transmitting gibberish for usernames and/or passwords. Sometimes they will fail to recognize the hardware altogether. In these cases it’s usually easiest to have the customer remove and reinstall their drivers and software. If they request help with this, direct them to Qwest, as that company is responsible for help with hardware installation. Qwest’s phone number for technical support is 1-888-777-9569