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APPENDIX C: TROUBLESHOOTING 33
Appendix C: Troubleshooting
Problems and Suggested Solutions
REMOTE CONNECTION
PROBLEM
SOLUTION
I cannot connect to USTIP
via dial up modem.
Ensure that you have specified the modem device for your Remote PC
in the Add Connection Window (Dial-up type connection) modem
field.
Although concurrent connections may be enabled (either globally
or individually), the modem in USTIP will only accommodate one
remote connection at a time – ensure that someone else is not
already connected via modem.
Ensure that your user profile has modem access enabled and that
USTIP is configured to enable a modem interface on the Network
Configuration Screen.
Ensure that the communication port chosen by the network
administrator on the Network Configuration screen matches the
port set in your connection profile.
I cannot connect to USTIP
via LAN/WAN or
Internet.
Re-check the IP settings for USTIP from the USTIP Admin
Console or remote Admin Console window. Accessing the
Network Configuration screen, ensure that the IP addresses set
for “IP Address, Subnet Mask, and Default Gateway” are still set
correctly, per your Network Administrator’s instructions.
Ensure that your user profile has network access enabled and that
USTIP is configured to enable a network interface.
Ensure that the communication port chosen by the network
administrator on the Network Configuration screen matches the
port set in your connection profile.
Ensure that the network configuration is correct by sending a
PING from the Remote PC to USTIP.
Ensure that your private key is set correctly.
I cannot connect to USTIP
via Web Browser.
Re-check the IP settings for USTIP from the USTIP Admin
Console or remote Admin Console window. Accessing the
Network Configuration screen, ensure that the IP addresses set
for “IP Address, Subnet Mask, and Default Gateway” are still set
correctly, per your Network Administrator’s instructions.
Ensure that your user profile has Web Browser access enabled and
that USTIP is configured to enable Web Browser.
I cannot connect to USTIP
and seem to be stuck at the
Login window.
Ensure that you are using a valid and correct user name and
password. Ensure that you are typing user name and password in
the exact upper and lowercase combinations in which they were
created. Drag the Login window to the side and view Connection
Status window behind it. The Connection Status window will
show details on your connection attempts, and may offer specifics
on the problem.