Changing the DNS.

Currently, we have a good DNS server here, which is located at IP address:
207.178.253.5
207.178.253.6

On windows XP:

1. Go to the Start Menu on bottom left of the task bar.
2. Go to Control Panels.
3. Go to Network Connections and open this item.
4. Go to "Enabled" connection, figure out which one is her main connection. If it is a dial-up it will say so under "Type".
5. Right-Click and Get propertied on this connection.
6. Once you do this, you can double-Click on the TCP/IP.
7. Then do ahead and change the values of the DNS.

On windows 98:

On Mac os X:

1. Go the apple icon on the top left of the screen and then...
2. Open System Prefrences....
3. In the System Prefrence window, click on the netowork icon.
4. This window should give you the information to change the DNS.

On "classic" mac OS (os 9.2.2 or earlier):

Double checking for Pop-up Blockers.

This can be done by going to a site with known pop-ups to see if they appears on the users computer.
Go to sites such uch as http://www.netscape.com. which contain pop-ups on their homesite.
You can also send to this website: http://support.onlinetraffic.com/POP/ which will test their browser for pop-up blockers as well.
You can also look here for more information.

How to check for Server Failure

If the user is not getting a 500-type error on their web page, then the server is fine.

Double Checking their Flash Installation Version.

Go to this site: http://www.macromedia.com/software/flash/about/

it should say the version number in this format: "6,0,79,0". The leat number is the VERSION number (the rest if the build number).

The VERSION must be at least 6. (7 is the latest release as of November-2003)

You may also goto this website, which should tell you a similar information.

How to Get IP of user.

On windows XP:

1. Go to the Start Menu on bottom left of the task bar.
2. Go to Control Panels.
3. Go to Network Connections and open this item.
4. Go to "Enabled" connection, figure out which one is her main connection. If it is a dial-up it will say so under "Type".
5. Right click on the connection then choose Status which should bring up smaller window, in which you can click Support tab which should bring to a window with the IP address in it.

On windows 98:

1. Go to the Start Menu on bottom left of the task bar.
2. Go to Settings->Control Panels.
3. Go to Network and open this item.
4. On the Configurations tab, double click on their "active" TCP/IP. This screen may look different from user to user.
5. Then Click on IP Address tab which should show you their IP address.

On Mac os X:

1. Go the apple icon on the top left of the screen and then...
2. Open System Prefrences....
3. In the System Prefrence window, click on the netowork icon.
4. This window should give you the IP number of the computer they are on.

On "classic" mac OS (os 9.2.2 or earlier):

How to Ping a Computer

Ping is a way to check if there is an open line between the user and your computer.

1. Get the IP of the customer.
2. Go thought hte menus and find command Prompt.
3. Then choose the command prompt, and Type in athe "C:>" promt:
4. ping [insert ip of the customer] (i.e. ping 192.168.0.1)
5. If the ping is successful it would say so, and this means that the user has a proper connection from your computer to her computer.

How to do a netowrk 'traceroute'

TraceRoute is a way to check for open routes between IP numbers. Also, through this we can see if the ISP is dropping them as oppossed to having a bad connection.

1. Get the IP of the customer.
2. Open a broswer and go to http://www.network-tools.com
3. Then 'Trace', and type in the IP of the user as shown, and click on SUBMIT.
4. You'll probably have to wait a while, but at the end it will tell you if it was successful.
5. You may have to have the customer do this on their side, to your computer.

How to check for Browser Version

Our current Setup is that we only support Internet Explorer version 5.0 and upand Netscape version 6.2 and UP.

Internet Explorer

1. Click on Help->About.
2. Then you should see this screen with a version number.

Netscape

1. Click on Help->About netscape.

Changing Cache Settings

It is possible, that the user has chached our server settings or CGI script results.

Internet Explorer

1. Click on Tools->Internet Options
2. Then Click on the Setting.. button.
3. Then once the setting window opens, choose the radio button "Every time I visit the page".
4. For best results, use "Delete Files..." after making these changes.

Netscape

1. Click on Edit->Prefrences...
2. Go to the Adveced->Cache settings panel
3. Set the radio button option to "Everytime I view the page."
4. For best results, use "Clear Cache" after making these changes.

Enabling Javascript

Internet Explorer 6

1. From the toolbar, choose Internet Options. (Tools->Internet Options)
2. In Internet Option choose the Security Tab, then the Internet option. (Security->Internet)
3. Enable the Active Scripting Option. (Active Script->Enable)

Netscape

1. From the toolbar,Edit then Prefrence.... ( Edit->Prefrences...)
2. Choose the advanced option in the left colum. (Advanced)
3. Choose 'Scripts-and-plug-ins'. (Scripts)
4. Click on the Navigator box on right. (Navigator)
5. Once you click on all the boxes to activate them click OK. (OK)