Installation

To install Alphalink on Windows 2000, use the setup CD in your initial setup pack or obtain one either:

• By post: call us on 1300 137 425 or email us at admin@alphalink.com.au, and they will arrange for one to be posted out. CDs are posted at around 4pm each day and usually arrive the next day.

Note: If you do not have a CD Rom drive, setup is also available on diskette.

If you have any problems with the installation, contact us on 1300 137 425 or email support@alphalink.com.au.

Troubleshooting

Problem: Can't get any web sites.
Solution: Most likely your Dial-up settings are incorrect. Check them as follows:

1. Click on the Start button and choose Settings, then click on Network and Dial-up Connections
2. Click with the right mouse button on the Alphalink connection you are using, then select Properties from the context menu that appears
3. Click on the Security tab across the top
4. You should have a dot next to Typical (recommended settings)
5. Under Validate my identity as follows, you should have Allow unsecured password selected
6. Under Interactive login and scripting, none of the boxes should be ticked
7. Click on the Networking tab
8. In the Components box, the only option ticked should be Internet Protocol (TCP/IP). Untick anything else that may be ticked
9. Click on Internet Protocol (TCP/IP) then click Properties
10. You should have a dot next to Obtain an IP address automatically
11. You should have a dot next to Obtain DNS server address automatically
12. Click the Advanced button
13. You should have ticks next to both Use default gateway on remote network and Use IP header compression
14. Click OK to each window

That should fix the problem. If you are still having problems, try deleting the connection then creating a new one with the above settings. Use the same dialin number as the current connection.

Problem: I can not login!
Solution: Your password could be rejected for one of several reasons.

When you try to connect, make sure that you have correct details entered on the Connect to screen. Next to Username you should have your Alphalink login name in lowercase letters (ie. loginname@alphalink.com.au), and next to Password you should have your Alphalink password exactly as it is on your member's letter. Remember that both of these are case sensitive and MUST be entered EXACTLY as they are on your member's letter. If you think you have forgotten your username or password, call Administration on 1300 137 425.

Make sure that you are not dialing into a line that you do not have access to. For example, if you are on the Melbourne Budget ($110) account, you do not have access outside of Melbourne and if you are a Sydney or Canberra Budget ($165) account holder you do not have access outside NSW, and so on.

Possibly someone else is currently logged into your account, or the system mistakenly thinks you are connected when you are not. If someone else is logged into your account, you will not be able to connect, as only one connection per account is permitted. Therefore, it is important that you do not give your password out to anyone, and that you keep your computer free of viruses to ensure your password does not get stolen. Give us a call on 1300 137 425 and we can check logins to your account for you.

Budget members need to be aware of the following considerations:
Make sure that you have not used up your time for the day. An Alphalink day goes from 12am to 12am - during this time you can use 8 hours. Between 6pm and 11pm (peak time), you may only use 2 hours of your total. Between 11pm and 6pm the next day you may use as much of your 8 hours as is left, however there is a limit of 3 hours per call. If you are sure that you haven't used up your time, call us on 1300 137 425 and we can check for you.

Problem: My modem is not dialing.
Solution: Make sure that the phone cord is firmly plugged into the correct port on the modem (usually the one marked 'Line'), and into the phone socket on the wall. Also make sure that the phone line is working correctly. If all that is ok, contact your modem manufacturer for further assistance.

Problem: It's still not working!
Solution: If the instructions above are not helping, or you are having any other problems that you can not solve, check the other sections of our Online Help.

You probably also want to make sure that you have upgraded to Service Pack 3 for Windows 2000. This is available from WindowsUpdate at http://windowsupdate.microsoft.com/, and fixes a lot of problems found in the initial release of Windows 2000. While you are there, download any other critical updates that are available.

If all else fails, or you'd prefer personalised help, contact us on 1300 137 425 or email support@alphalink.com.au and they will be happy to help you out.