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Operational Training Format.

Title: RMG REMOTE ACCESS SERVICE
Type: O Procedure O Policy O Standard O Process O Checklist
Category: PORTAL Subcategory:
Process: PORTAL
Abstract: Procedure to do the connections and troubleshooting in RAS(RMG)

Organization: GIS
Author: Udit Das/GIS/CSC
Procedure Supervisor/Manager: Shankar Bhowal/GIS/CSC
Approved by: Shankar Bhowal/GIS/CSC
Effective Date: 08-02-2006
Procedure Type: : O Global O Regional O Account
Account: RMG
Issue number: 1
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Ras:-what is Ras? What its configuration in RMG

Network?

Remote Access
Training.ppt
This document will give you basic idea of RAS in RMG network.
And the details given below will give you the brief troubleshooting methods for
solving problems
W.r.t RAS

All Faults with customers unable to connect to the Remote Access service via 0800
0320334.
They should be dialing in using their standard Domain name and password:
E.g. Username: joe.bloggs Domain: UK

All password resets should be logged as PORTAL.

Modem User’s:

1. Check that the user is dialing in using the correct icon as below. (The icon on the
right is for international users)

YES - Please follow question 2

NO- then need to install remotes access.

2. Ensure that the user is dialing the correct number, also ensure that the username,
DOMAIN and password details are correct. Did this work?

YES - If the user was using incorrect details, or had a password rearm and
this resolved NO - If this did not resolve the problem please pass to ERSG London

Useful Note

RAS Numbers: Dialing from the UK - 08000320334 - this number should be

prefixed with any number needed for an outside line.
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ERROR CODE

• Error: 680 No dial tone etc

• Domain server not responding etc

• ERROR: 691 Access denied User name/password invalid

• ERROR: 678: No answer etc

• PPP Link protocol/peer failed

• Error 769 : port could not be opened

• Not Logged on (WIN 95).

• Error 777 :When Dialing in to the Network

• Error 619 - Unable to open port

• Error 721 - The Remote Computer is not Responding

• DUNS Error 797 The modem could not be found

• Error 623 - Problems replicating when dialed in

• Error 676 - Line Busy or No Dial tone

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1. Error: 680 No dial tone etc

STEP 1 - CHECK THE CONNECTION IS USING THE CORRECT MODEM

Goto to user’s desktop and double click on the dial-up short-cut and select
properties
Check the correct modem being used is ticked.
OR
If this doesn't work try going to user’s desktop, clicking 'My Network Places'
Click 'Network and dial up connections', to the left. (This maybe unselectable
depending on users build/access).
Right Mouse click on the dial-up icon, and choose properties.
Check the correct modem being used is ticked.
OR
Go to Start, select settings, and then Network dial-up connections.
Right Mouse click on the dial-up icon, and choose properties.
Check the correct modem being used is ticked. DO NOT SELECT INFRARED
MODEM

Note: If you find something wrong then, make another dial up connection.
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*Goto START, then Run.

Type rasphone.
Click new, select next, choose the correct modem.
Enter the telephone number 0800 0320334.
Click next, for all users, and call this UniqueRAS.
A short-cut can then be added to the desktop.
Double click the icon. Select 'properties', select 'options' tab, and tick Include
'Windows Logon Domain'
NOTE
If you receive an error message - "Phonebook can not be written" etc....
Navigate the user to their personal phonebook listed against their profile. This is
listed under:
C:\Documents and Settings\"userid"\Application
Data\Microsoft\Network\Connections\Pbk\
(NOTE - this folder is hidden, to view this go to tools, folder options, select view and
tick show hidden files and folders).
Then double click: rasphone.pbk, click ok when prompted phonebook is empty.
Create a new entry for UniqueRAS as above.*

STEP 2 - CHECK THE MODEM / PC

• Power off the PC.

• Power off the modem (if an external modem).
• Disconnect the cable from the modem and the phone socket.
• Reconnect modem cable to modem and phone socket.
• Power on the PC
• Attempt to connect again.
• Then again if same error, ask the user to change ras cable if available.
• Then reconnect again if same problem come up.

STEP 3 - CHECK CUSTOMER PHONE LINE / MODEM LINE TO THE SERVER

Ask the customer which number they are using to dial in on. Check they are
using the correct number - 0800 0320334.

2. Error: Domain server not responding etc

Step: Check the users Domain account, and make sure the account is not locked out,
or that it is set to "user must change password at next logon.". Whilst your checking
this ask the user to perform a full reboot of the PC, checking all leads attached the
the PC to make sure they're secure.

3. Error: 691 Access denied User name/password

invalid
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The most common cause of this problem is that the users DOMAIN Account has
expired or the user has forgotten their password. However there is a known problem
regarding Legacy DOMAINS (like other NT domain’s)

Step: When rearming a DOMAIN account for a RAS user please ensure the below
guidelines are adhered to.
• Ensure that the checkbox "User must change password at next logon" is not
checked
Rearm the password to a password that the user wants
• Advise the the user to wait 30 minutes before trying to dial in again.
Advice them to call back in 1 hour if they still have a problem, pass on the request to
next team.

4. Error: 678: No answer etc

This error may occur when the modem cannot detect a response from the RAS
Server.

Step: 1 check to make sure the customer is using the correct Remote Access Icon.
Step: 2 try a telephone in the line that the user is currently trying to dial in from.
Does the user get a dial tone - Yes, dial 08000320334 and if the user gets a fax tone,
then step 3 else get the line checked by next team.
Step: 3 Make sure the user is using the correct Remote Access telephone number,
and has any Prefixes required (08000320334).
Step: 4 Try rebooting the PC

5. Error :PPP Link protocol/peer failed

Same steps as error 691,

6. Error : 769 : port could not be opened

Same steps as error 680

7. Error: Not Logged on (WIN 95).

"Not Logged On" error when mapping/accessing a network drive using remote access
and
Win 95.User gets error saying "Not Logged on", this error can occur when clicking on
a previously mapped network drive, or when trying to map the drive.

Step
There is a tick box option within the RAS icon properties, which asks the user if they
would like to connect to the network when logging on. If this is not ticked, the user
will be unable to access network drives.

Double Click on "My Computer"

Double Click on "Dial Up Networking"
Right Click on the dial-up icon and choose properties
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Choose "Server Types", and tick the box for "Log on to Network"

8. Error 777: When Dialing in to the Network

User cannot dial into the Network using Remote Access, This usually occurs because
the drivers for the users modem have not initialized correctly, or the Dial up
Networking connection has become corrupt.

Step
Need to reinstall the modem driver or the remote access icon.
Like first error.

9. Error 619 : Unable to open port

It is possible that the users modem is dialing the RAS server before the outside line
has connected.

Steps:
1. Ask the user to double-click on the Remote Access Dial up networking Icon on his
Desktop

The below screen should appear

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2. Ask the caller to place a comma between the prefixed number and the RAS
number (in the above example the prefix is a 9), this will delay the modem from
dialing for two seconds, this allows the telephone to connect to the outside line.
3. Ask the user to dial in again, a message might appear asking if the user wants to
make the changes permanent; this is the caller’s personal preference. If he clicks yes
he can change it back later if he wants to.

10.Error 721 - The Remote Computer is not

Responding
Same as error resolution above.

11.DUNS Error 797 The modem could not be found

User cannot dial in, as the PC does not seem to recognize that a modem is
installed, or is not responding. his error occurs only in Windows 2000 and XP. The
error can occur if the modem is no longer visible to the system, and may be a
problem related to the modem driver, or system conflicts that cause the modem to
work only some of the time.
Step: Inmost cases, rebooting the machine may "solve" the problem. If this does
not, reinstall or refresh the modem driver installation.

12. Error 623 - Problems replicating when dialed in

Customer has reported that they cannot replicate in Notes when dialed into the
network. When in Notes the user may get another RAS dialup box, and/or the below
error number.

"Error 623"

All other network connectivity is fine (Internet / Network Drives etc.)

Step
This is NOT a Remote Access fault. To resolve the problem get the user to change the
location document within Lotus Notes from "Dialup" to "Office".

13. Error 676 - Line Busy or No Dial tone

When dialing into the network only affecting Branch Offices users will receive the
below error.
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Error 676 - line busy or no dial tone

Step:
1. Check the spreadsheet below to see if the user’s site is listed

Microsoft Excel
Worksheet
Check now the numbers and configuration if the user’s site is highlighted and
this excel sheet is updated till today for latest details check knowledge base.
And if you are unable to trace it pass the request to ERSG LONDON.

NOTE:SOME TIME AFTER CONFIGURATION ALSO, IT WOULD START GENERATING

ERROR 691 IN THAT CASE FOLLOW THIS STEPS:

Remember as POL Branch Offices are using Modems and a Remote Access account
once the password has been changed it will no longer Mirror the password saved in
the PC's local CACHED information. Therefore once the domain password has been
reset, the user will need to change the password on their machine. There are two
ways off performing this, as detailed below.

Resolution 1 "Customer already logged onto their machine" but

receiving Remote Access Error 691 etc

Step1

If Customer has already logged onto the PC then Reset their UK domain
Password to the Same Password as their Windows Password
Make Sure the Customer can connect Using Remote Access (Unique RAS)

Step 2

Once Connected with Unique RAS get the customer to Press CRT ATL DEL on
keyboard and click on Change Password

Step 3

Talk the Customer through the Change of their UK domain Password , then
Inform the Customer that this will now be their New
Password for Windows and Remote Access(Unique RAS)
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Resolution 2:- Customer unable to log into their machine

Reset Customer UK domain Password to a NEW Password and get the customer
to reboot and Logon Using Dialup connection
as shown Below , this will affectively Talk to the Domain Controller and Update
their Cached Info with the New Password for Windows and Remote Access
on the local PC
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Checking the Radius servers for errors.

Overview: There are two radius servers dedicated to Remote access users. By
checking their log files, we can help determine why users can't logon.

Logging onto the servers:Firstly determine which radius server the customer is
accessing, by checking their IP address:
10.7.0.0 - 10.7.127.255 is Manor Offices

10.7.128.0 - 10.7.254.255 is Old Street.

Then click the appropriate link, below to access the server:

Chesterfield (Manor) http://10.5.50.22:2002

London (Old Street) http://10.61.3.22:2002

The username and password are the same for both:

Username: helpline
Password: fixit
Go to the left hand pane and click - Reports and Activity.
From here, you have various options, the most useful being - Failed Attempts.
This report is organized by days, and lists all users by the time they attempted the
log on.
It will list what username & password they used and why this failed.

OTHER ERRORS:

• Users can access the Intranet but not access the internet. The reason
may be that the install file is not updating the user’s connection properties.
Resolution 1
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Open Internet Explorer. Click on tools, internet options, then connections, and
select the UniqueRAS, and click settings:
If the user can not access these settings, goto Resolution 2
Make sure they are the same as below:
The full address for IE 5.5 http://10.5.20.20/config/ie55/core.ins OR for I.E 4
http://10.5.20.20/config/ie4act.ins

Click OK to save these settings.

Resolution 2

If the connections Tab is missing then the users registry needs unlocking first.

If the user can still access email, send this file which will unlock the registry:
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Windows 95/NT UnSecureIE.regWindows 2000 Patch1002.EXE

When this has been executed, you can then alter the settings as per Resolution 1.

If the user can't access emails, talk them through this manually on Win 95 only.
(Note only the settings below must be changed, changing any other settings may
lead to other problems with the PC)

In the RUN command type - REGEDIT

registry editor will then pop up, you then need to click on the following path
HKEY_CURRENT USER\SOFTWARE\POLICIES\MICROSOFT\INTERNET
EXPLORER\CONTROL PANEL
When the above path has been followed the user will see a list in the righthand
column, they need to click on the following settings(below), goto Edit, select
modify, and change the value from a '1' to a '0'
Autoconfig
Connections settings
Connection
Proxy
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• User is unable to connect to Lotus notes 5 via the new Remote access

Ask the user to use their Office location instead of dial-up. This should stop notes
checking the name of the dial-up icon. It shouldn't cause the user any problems. If
this is not possible, then their dial-up location will need altering

NOTE: In above all error’s final point of escalation is ERSG

LONDON.
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This document is only for the help, in troubleshooting the RAS related issues in RMG.
This cannot be considered as exact knowledge base for RAS.If anybody wants to
update this
He can directly contact me.

-UDIT DAS