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March 5th, 2005 11:00
modem is not connecting
I purchased a new Dell for my parents and it arrived on Wednesday. Since then they have been trying to set it up and due to extensive wait times on the phone technical support and not being able to talk to an actual person they are ready to pack it up and send it back! This is my last hope before they do that.
I purchased a Dell Dimension 3000 with windows XP -- I am not sure what other specs to include. Anyway, on their first attempt to set up the modem windows shut down, after numerous attempt to reach dell I e-mailed Dell and received a response that did get them back into windows. So once again the modem got hooked up. This time they did manage to get connected for a short time. Then it disconnected and they could not re-establish the connection.
The only reason my dad hasn't completely given up and sent the computer back is he is wondering if he somehow blocked the internet when messages from McAfee firewall was setting up during that brief time of connection. As far as he remembers he allowed everything. Again they tried to contact Dell's phone technical support and due to extensive wait times got frustrated and decided to try the their internet provider -- Verizon DSL -- Verizon has sent them a new modem. When the computer is first turned on the lights indicate the modem is connect but when the windows begins running it goes out. When I went to their home, I attempted to search for the problem -- based on my limited knowledge (where everything is connected into my Dell Dimension), attempting the "Modem Helper" program in the start menu, searching the owner's manual and every properties window I could think of there is still no connection.
Another problem I notice while working on the commuter is that the start tool bar disappears after I have opened a program, and doesn't always reappear after the program is closed. I had to use control+alt+delete to shut down the computer because I couldn't get access to the start menu.
You may also want to address the concern that my parents now have -- "if it has been this difficult to get technical support for a problem, what good is the extended warrenty if something 'big' was to go wrong -- you can't get hold of anyone"
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BigBrother
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March 5th, 2005 23:00
MissS2526,
Concerns such as yours and complaints about Dell tech support are common on these forums. If you want responsive tech support, purchase a computer from a reputable local dealer. A local dealer will have a vested interest in your satisfaction. You will be much more than a "service tag" when you call a local dealer.
As for your current issues, I would suggest the following:
1. Disconnect from the internet.
2. Write down the user name, password and other info needed for your Verizon service.
3. Do a PC Restore to restore the system to it's original state - exactly like new. Check these docs for info on how to use the PC Restore program:
http://support.dell.com/support/topics/global.aspx/support/kb/en/document?dn=1090152&c=us&l=en&s=dhs&cs=19
http://support.dell.com/support/topics/global.aspx/support/kb/en/document?dn=1090151
4. After this is done, disable the McAfee firewall and turn on the firewall built into Windows. Info on enabling the Windows firewall can be found in Control Panel -> Security Settings.
5. Re-establish your connection to Verizon.
In the event that this system had the firewall turned off at any time while connected to the internet, there is a good chance that this system became infected with the Sasser or Blaster worm. Verizon and most other internet services' servers are set up to automatically disconnect any system which is broadcasting this on their network. This could be the reason that you can get on line for a few minutes and get kicked right back off.
Completely reinstalling everything and setting up proper firewall protection before attempting to connect to the internet will insure that this system will not become a victim to something like blaster or sasser.
Steve