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Physical Setup
Connect Can't Browse T
Steps
TT :
USER ID :
SECURITY PASSED :
ISSUE :
LANTERN RESULTS :
SOLUTION :
OS:
Modem Model No:
Modem Serial No:
Modem MAC Address:
Agent Name:
Agent ID:
Msconfig Screenshots:
Home
mplate
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Click Start | Run
Type cmd in the Run window and press OK
In the DOS command window type netsh int ip reset resetlog.txt
Once completed, close the DOS window
Slow Speed HSE T
Steps
TT :
USER ID :
SECURITY PASSED :
ISSUE :
LANTERN RESULTS:
SOLUTION
Modem Model No:
Firewall?
Disable all startup items in MSConfig
Is the modem PPPoE enabled?
Able to Pull up Modem Page? Check STATUS?
Disable Proxies in Internet Options?
Reset TCP/IP ?
Disable Inbuilt Modem PPPoE and Create a Manual
Connectoid (WinXp)?
Check Relative Occupancy % in Lantern?
RUN a Speed Test
Transfer Rate? (Paste Results)
OS:
Agent Name:
Agent ID:
Msconfig Screenshots:
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e Home
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Click Start | Run
Type cmd in the Run window and press OK
In the DOS command window type netsh int ip reset resetlog.txt
Once completed, close the DOS window
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Error 678 HS
Steps
TT :
USER ID :
SECURITY PASSED :
ISSUE :
LANTERN RESULTS:
SOLUTION
Modem Model No:
OS:
Agent Name:
Agent ID:
Msconfig Screenshots:
USB Ports
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John & Jane Doe Logge
Steps
TT :
Issue :
Solution :
Status:
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ne Doe Logger
Error 691 HSE
Steps
Simon Error 691 HSE Flowchart:
TT :
USER ID :
SECURITY PASSED :
ISSUE :
LANTERN RESULTS:
SOLUTION
Modem Model No:
Is there a network issue?
Is the account active in SIMPLE?
Is client using Built-in PPPoE to connect?
Does the Member know their password?
Ensure the Member's using the correct UserID and the
Caps Lock off
Inform the Member that you will have to change the
password. Change the password to what client would
like to have.
Can they connect using the New Password?
OS:
Modem Model No:
Modem Serial No:
Modem MAC Address:
Agent Name:
Agent ID:
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Common DIAL UP Troublesho
Steps
TT :
USER ID :
SECURITY PASSED :
ISSUE :
LANTERN RESULTS:
SOLUTION
Modem Model No:
Has the member ever successfully connected?
Did the customer call about this problem in the last 3 days?
Is there a network issue?
Is the member's account active?
Check the access number
Reset TCP/IP
Disable LCP extension, Uncheck error control
OS:
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Cannot Send or Receive Emails
Steps
TT :
USER ID :
SECURITY PASSED :
ISSUE :
LANTERN RESULTS:
SOLUTION
OS:
Email Client:
Agent Name:
Agent ID:
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Issue :
Solution :
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