You are receiving the error “username or password is not correct, try again”
• Check Caps Lock Key
• Check your Username and password (remember lower case only).
• If the Username and password are correct, then try the connection again.

You are getting the error “No Dial Tone”
• Make sure the modem is plugged into the telephone jack.
• If it is, then restart your computer.
• Try plugging your phone into the jack and check for dial tone.
• If there is no dial tone, report the trouble to Cap Rock.
• If there is dial tone then the modem may be bad.

Connection is dropping every time you receive or send email
Under tools/options/connections menu make sure that “hang up after sending and receiving” is not checked.

Configuring a dialer for Windows 98, ME
Sometimes when troubleshooting a dial up connection it is easier to delete and reconnect the dialer.
Windows 98
• Double click My Computer and then Dial Up Networking.
Windows ME
• Click Start, Settings, Control Panel and double click Dial up Networking.
Windows 98, ME
• Delete all the icons except Make New Connection.
• Double click Make New Connection and a wizard will pop up.
• Type in Cap Rock for the Name of the Connection you are Dialing and click Next.
• Type in 18006876460 as the phone number and click Next then Finish.
• Close out of everything.
• Right click Network Neighborhood or Network Places and click Properties.
• Double click TCP/IP setting and then click the DNS Configuration tab.
• Enable DNS and under host give your computer a name.
• In the large text box with the three dots type in 216.167.146.2 and click Enter.
• Click back in the box and type in 216.167.146.4 and click Add.
• Click OK and click OK again and click Yes to restart your computer.
• After your computer has started up, right click Internet Explorer.
• Click the Connection tab and select Always Dial My Default Connection.
• Click OK.
• Double Click Internet Explorer, type in your Username and Password and click Connect.

Configuring a Dialer for Windows XP, 2000
Sometimes when troubleshooting a dial up connection, it is easier to delete and reconnect the dialer.
• Right click Internet Explorer and select the Connection tab.
• Remove any connection that is listed.
• Click Add and the New Connection Wizard will pop up.
• Select Dial up to Private Network and click Next.
• Type in the phone number 18006876460 and click Next.
• Type in Cap Rock for the name of this connection and click Next and then click Finish.
• Click Automatically Detect Settings and then Properties.
• Click the Networking tab and double click Internet Protocol TCP/IP.
• Select Obtain IP Address Automatically.
• Select “Use the Following DNS Server Addresses”.
• Primarily DNS should be 216.167.146.2
• Secondary DNS should be 216.167.146.4
• Click OK and click OK again.
• Check Always Dial My Default Connection and click OK.
• Double click Internet Explorer, type in your Username and Password and click Dial.

How to manually update a Dial-up Internet connection in Mac OS 8 or 9
• To set up an account for the first time, double click on the Browse the Internet icon.
• Otherwise, double click the Macintosh HD, Assistant Folder, and double click on the Internet Setup Assistant and click on Update.
• If you are running this for the first time select Add Internet Configuration.
• Otherwise click on Modify Internet Configuration, click on right arrow to continue.
• Type in Cap Rock and select Modem.
• Type in the phone number 18006876460 and enter your Username and Password.
• Type in the DNS Number 216.167.146.2 and 216.167.146.4
You have now successfully created a new Dial-up connection.

How to manually update a Dial-up Internet connection in Mac OS 10
• From the Apple Menu select System Preferences and click Network.
• Under the TCP/IP tab you will see a 10.x.x.x IP address, if not try and release and renew your IP address.
• From the Show Menu choose Network Port Configuration, remove the checkmark next to Built-in Ethernet and then click Apply Now.
• Once you have followed these steps for releasing and renewing the IP address, check to see if you can pull a web page. If you are pulling an IP address and still getting “Page Cannot be Displayed” please proceed to the next step.
• Shutdown your computer.
• Locate your DSL modem and unplug it from the power source. Wait 10 seconds and plug it back in. On the front of the modem you will see several LEDs (green lights). For DLINK modems, you need to locate the ADSL light. For Westell modems find the ready light. Once these lights are steady, turn your computer on and see if you can pull a web page.
This should clear most issues with dial up connections.

If you are still having problems, the next step is to verify your DNS numbers. DNS stands for Domain Name Servers. These servers allow you to type in the URL caprock-spur.com instead of the IP address which is 216.167.146.15

Windows 98, ME
• Right click Network Neighborhood or Network Places and click Properties.
• Double click TCP/IP settings and then click the DNS Configuration tab.
• Enable DNS, and under host give your computer a name.
• In the large text box with three dots type in 216.167.146.2 and click Enter.
• Click back in the box and type in 216.167.146.4 then click ADD.

Windows XP, 2000
• Click Start, Control Panel, Network and Internet Connection and Network Connections.
• Right click on the Local Area Connection icon then left click Properties.
• Double click Internet Protocol (TCP/IP). Make sure that Obtain an IP Address automatically is selected.
• Select the following DNS Server Addresses
• In the Primary DNS type 216.167.146.2
• In the Secondary DNS type 216.167.146.4
• Click OK. Click OK again. Click Close.

Mac OS 8, 9
• Click on the Apple icon, choose Control Panels and TCP/IP.
• Make sure “Connect via” is set to Ethernet.
• The “Configure” should be set to “Using DHCP Server”.
• In Domain Name Servers type in the following IP Addresses 216.167.146.2 and 216.167.146.4 then Close and Save Settings.
• Restart your computer.

Mac OS 10
• Click on the Apple Menu, choose System Preferences and click Network.
• Select Built-in Ethernet and in the configure field click DHCP.
• Under Domain Name Servers type in the following IP Addresses 216.167.146.2 and 216.167.146.4
• Click Apply and Close.
• Save the Settings.

If you cannot pull a web page and you have a firewall, disable it and try again. If you don’t have a firewall or disabling it did not help, then call us at 800-692-4242.

Step by Step Troubleshooting Guide for Broadband/High Speed
When you click on Internet Explorer and you get “Page Cannot be Displayed”
• Check to see if you are pulling an IP Address. An IP Address is like a telephone number for your computer and without one, people can’t communicate with you.
• Checking your IP Address depends on the Operating System of your computer. If you have a static or live address you may skip this step.

Windows 98, ME
• Click Start and then Run. Type in WINIPCFG and click OK.
• IP Settings Dialog box pops up. If PPP adapter is selected click the down arrow and select your network adapter. (If Cap Rock installed your NIC, it will be a DLINK).
o In the IP Address you will see an address that looks like 10.x.x.x
If the IP address is 169.x.x.x you are not pulling an IP Address so try pressing the Renew button or Renew All button.

Windows XP, 2000
• Click Start, Programs, Accessories and click Command Prompt.
• The Command Prompt will open up and looks like a black box.
• Inside the box type IPCONFIG
o In the IP Address you will see an address that looks like 10.x.x.x. If the IP address is 169.x.x.x you are not pulling an IP address so try typing in IPCONFIG /RENEW.

Mac OS 8, 9
• From the Apple Menu
• Select Control Menu, then select TCP/IP.
o In the TCP/IP window, you will see an address that looks like 10.x.x.x. If you are not pulling an IP Address, try to release and renew the IP Address using the following instructions:
• Click on the Apple Menu, Control Panel, the then TCP/IP.
• Click on the Options button in the lower right corner of the window. If the Options button is not available, go to the Edit pull-down menu, choose Advanced and click OK
• Set to Inactive and click OK. Close the TCP/IP Control Panel and Save the changes
• Open the TCP/IP Control Panel again, make active, close it and save changes
• Go back and verify the IP address.

Mac OS 10
From the Apple Menu
Select System Preference and click Network
• Under the TCP/IP tab you should see a 10.x.x.x IP Address, if not try release and renewing your IP Address.
• From the Show Menu choose Network Port Configurations.
• Remove the check next to Built-in Ethernet and click Apply Now.
• Once you have followed these steps for releasing and renewing your IP Address, check to see if you can pull a web page. If you are still pulling an IP Address and still getting “Page Cannot be Displayed”, proceed to the next step.
• Shutdown your computer.
• Find the DSL modem and unplug it from the power source. Wait 10 seconds and plug it back in. On the front of the modem, you should see several LEDs (green lights). For DLINK modems, you need to locate the ADSL light. For Westell modems, find the ready light. Once theses lights are steady, turn your computer on and see if you can pull a web page. This corrects most DSL issues.

If you are still having problems, then give us a call at 800-692-4242.