Use the iPass connection software

When connecting with iPass you must use one of the iPass connection software products- iPassConnect for Windows 95/98/NT/2000 or the iPass Dial Wizard for Macintosh.These products not only have the phone numbers for you to select,they include other key properties, such as the connection scripts associated with those phone numbers as well as any special dialing rules required for in-country local dialing. If you are not using one of these products you will typically have problems connecting. Download the latest version of the dialer from the site.

Check your user name and password

Be sure that you are appending proper @domain at the end of your username when you are trying to get connected. String domain is the domain name of the end server in which you have the account. For example, if you user name is typically jsanders and your server name is vsnl.net then your user name when using iPass is jsanders@vsnl.net. The iPassConnect software has a separate field for the @domain suffix.If you are getting an 'Access denied' message, then make sure that you do not have CrakBlok enabled for your account.

Try an alternative access point

if you have already been successfully using the iPass service and you are having trouble connecting through a particular access point, check to see if there is an alternative number to use. iPass has several network providers in major business centers in case one service provider suffers a temporary service outage.

Ensure you have Dial-Up Scripting installed

Microsoft Windows Dial-Up Scripting support is required when dialing iPass access points.

• Windows 2000 (all versions, regardless of Service Pack level)
• Windows NT 4.0 (all versions, with Service Pack 3 or later)
• Windows 98 (all versions, regardless of Service Pack level)
• Windows 95a or Windows 95b (with Service Pack 1 or later)
NOTE: The original Windows 95 version is not supported.

If the above still hasn't resolved the problem...

If you continue to experience a service problem after trying the above suggestions, please contact our Customer Service to explain the problem you are experiencing. They will be able to assist you, and they will escalate problems to iPass if appropriate. Please be sure to provide them with as much information about your system as possible. It will help to have the following information ready:

• Operating System and version
• iPass client software type and version
• Access point dialed (city and phone number or POP)
• Any error message you received (including error number, if known)
• Approximate time and day of dial attempt(s)