Dial-UpCommon Dial Up Connection Errors
ERROR 691 - Access denied because username and/or password is invalid on the domain.
1. This error occurs when you type an incorrect username and/or password for your connection.
• Verify that the username and/or password are typed in correctly. Remember that usernames and passwords are case sensitive.
ERROR 678 - There is no answer OR ERROR 679 - Cannot detect carrier.
These errors can occur if:
1. You are dialing the wrong number.
• Make sure the correct access phone number is in your CloseCall connection settings.
2. Your modem is unable to handshake with remote modem before allotted time.
• Listen to the modem as it dials. Make sure it is dialing and make sure you hear the modem answer tones.
3. There is a problem on the telephone network.
• Dial your access number with a regular corded phone and make sure you hear the modem answer tones. Static, crackling or clicking on the phone line may interfere with the connection.
• Do an unplug test. Unplug anything connected to a phone jack in the home for 10-15 minutes, then re-connect.
• Have your local phone carrier run a line test to ensure line quality.
4. There is a problem at your ISP.
• Contact Technical Support (800-249-1984) to verify that the CloseCall Service is up and running
ERROR 680 - There is no dial tone.
1. The modem may not be installed correctly or the modem may be defective.
• Check the status of your modem.
• Check that you have the most current drivers for your modem.
2. The phone jack or the phone cord may be bad.
• Plug a regular corded phone into the phone jack you use for the computer and listen for dial tone.
• Try a new phone cord for the computer.
3. The phone cord may be plugged into the wrong plug on the computer.
• Make sure the phone cord is plugged into the “Line” side of the modem and not the “Phone” side.
ERROR 691 - Access denied because username and/or password is invalid on the domain.
1. This error occurs when you type an incorrect username and/or password for your connection.
• Verify that the username and/or password are typed in correctly. Remember that usernames and passwords are case sensitive.
ERROR 678 - There is no answer OR ERROR 679 - Cannot detect carrier.
These errors can occur if:
1. You are dialing the wrong number.
• Make sure the correct access phone number is in your CloseCall connection settings.
2. Your modem is unable to handshake with remote modem before allotted time.
ERRORS 600, 601, 603, 606, 607, 610, 613, 614, 616, 618, 626, 632, 637, 638: An internal error (Windows operating system) has occurred.
1. Microsoft advises to shut-down and re-start the computer to make sure that all recent configuration changes have taken effect.*
*If this does not correct the problem, you may need to take your computer to a professional to be serviced.
Common CloseCall 5X Errors
Error “Your username and/or password were not accepted by the CloseCall 5X Service..."
1. The username and or password were not valid.
• Verify that the username and password are typed in correctly in the 5X settings. Remember that usernames and passwords are case sensitive.
Error “The CloseCall 5X Service could not be started due to an authentication timeout ..."
Please carry out the following steps:
1. Verify that the username and password have been typed in correctly.
2. Try reconnecting to your Internet service. If the problem persists, contact Technical Support (800-249-1984) for assistance.
Error “CloseCall 5X cannot connect to the CloseCall 5X Service..."
Here is a step-by-step list of things you should verify:
• You can check this by hovering over the CloseCall connection icon by your clock.
2. Verify that the username and password are correct on the connections tab of the 5X settings.
• This will be the same as your username and password for your CloseCall connection.
3. If you are running firewall software, make sure that a firewall rule is present that allows access to the Remote Server Port (located in the Settings dialog)
4. Try uninstalling CloseCall 5X and then re-install it. To re-install, just follow the link in the 5X email that was sent to you. If you no longer have the email please contact Technical Support to have the 5X resent.
5. Contact Technical Support (800-249-1984) to verify that the CloseCall 5X Service is up and running.
Error “CloseCall 5X cannot be started due to an internal error ..."
1. Try restarting your machine and launching CloseCall 5X.
• If the problem persists contact Customer Service (800-249-1984).
• If this does not correct the problem, you may need to take your computer to a professional to be serviced.
