Windows 95 / 98 / ME:

1. Go to Start, then select Run.
2. In the Open box, type “winipcfg” and click OK.
3. In the top right of the IP Configuration window, make sure the drop down box shows your network card or USB Broadband modem. It should not read PPP Adapter.
4. If the IP Address shows all 0’s or if it starts with 169.254, click Release All. It should change to all 0’s. Click Renew All.
5. If your IP address no longer shows all 0’s or doesn’t start with 169.254, try connecting to the internet. If you are still having problems or you get an error when trying to renew, contact our technical support for further assistance.

Windows 2000 / XP:

1. Go to Start, then Run.
2. In the Open box, type “command” and click OK. This will open a command prompt window.
3. At the prompt, type “ipconfig” and press your Enter key.
4. Look for your IP address.
5. If it shows all 0’s or if it starts with 169.254, type “ipconfig /renew” and press your Enter key.
6. If your IP address no longer shows all 0’s or doesn’t start with 169.254, try connecting to the internet. If you are still having problems or you get an error when trying to renew, contact our technical support for further assistance.

If you are getting an IP address but still can’t connect, try the following:

1. Go to Start, then Run.
2. In the Open box, type “command” and click OK. This will open a command prompt window.
3. At the prompt, type “ping www.rainierconnect.com” and press your Enter key.
4. If you get 4 replies, you are connected to the internet. If you are still not able to view webpages, contact our technical support for further assistance.
5. If you get Request timed out, type “ping 69.10.192.37”.
6. If you get 4 replies when pinging 69.10.192.37 but not when you ping www.rainierconnect.com, you are connected, but there is something preventing you from doing DNS lookups. This is normally caused by firewall software. Disable or uninstall any firewall software you have. Contact our technical support if you require further assistance.

Check your configuration

1. Your computer may have an incorrect setting. Follow these instructions to check your settings.
2. Follow these instructions to uninstall and reinstall your network card or usb drivers. This will often fix various problems.
3. If you still cannot connect to the internet, contact our technical support at 888-988-8508 for further assistance.

1. Make sure your Broadband modem is connected to our system
2. On your modem, there should be a light indicating whether the modem is synced up with our system. This light should always remain solid.
3. If the modem is not connected. Double check the connection between the modem and the phone jack. Make sure all the connections are secure. Make sure the Broadband modem is not plugged into a filter. It should be plugged directly into the phone jack or a splitter.
4. If the modem is plugged into a splitter, remove the splitter and plug the modem directly into the telephone jack. Power the modem off and back on. The modem should sync up within a minute or two. If the modem does sync up, reboot your computer and try connecting to the internet. If the connection works without the splitter, you may need to purchase a new splitter.
5. Power the Broadband modem off and back on. The modem should connect within a minute or two. If the modem does establish a connection, reboot your computer and try connecting to the internet.
6. Try a different telephone jack. You do not need to move the entire computer to a different jack, just the modem. Even when the computer is not connected to the modem, it should still show a connection. If the Broadband modem does connect on a different telephone jack, you may have a bad jack.
7. If the modem still does not connect, there may be a hardware problem with the modem or a problem with the telephone line or Broadband circuit. Contact our technical support at

888-988-8508 for further assistance.

• If the modem is connected Power the modem off and back on and wait for the modem to show it is connected again. Reboot your computer and try connecting to the internet. If you are using a router, power the router off and back on once the modem is connected and try connecting to the internet.
• If you are using a router, remove the router and connect your computer directly to the modem and reboot your computer. Try connecting to the internet. If you are able to connect to the internet without your router, there may be a hardware or configuration problem with your router. Contact your router’s manufacturer for assistance. If you still cannot connect after you remove the router, leave your computer directly connected to the Broadband modem for the remaining troubleshooting steps.
• Make sure the modem sees a connection to your computer
• On your modem, there should be a light indicating whether the modem is seeing a connection to the computer. This indicator light will vary between models and may be different depending on whether you are connected by Ethernet (network card) or USB.
  

  For Broadband modems rented through Rainier Connect:

  • Westell Wirespeed: Link
  • SMC7401BRA Barricade: ENET or USB (should flash with activity)
• If you do not see the indicator light, check your ethernet / network or USB cable. Make sure there are no noticeable problems with the cable. Unplug and plug it back in to both the back of the computer and the back of the modem.
• If the modem still does not show a connection to the computer, try reinstalling your network card or USB drivers. Follow these instructions.
• Verify you are getting an IP addressAn IP (Internet Protocol) address is required for every computer to connect to the internet. To verify you are getting an IP address, do the following:

The cable modem must be DOCSIS compatible; however, even if a cable modem is DOCSIS compatible doesn’t guarantee it will work properly with our system.

If you are not leasing or purchasing your cable modem from Lightcurve, we recommend you bring the modem into our office prior to installation so we can verify compatibility.

Always make sure you can return your cable modem to where you purchased it in case it turns out to be incompatible.

Below is a list of some models that customers have used successfully on our system. Keep in mind that even if it is the same brand and model, the manufacturer may have changed hardware or software for the modem which can affect compatibility.

​If you are a Click! Network customer, please refer to their list of approved modems

• Click! Network modems

This happens when either your user ID or password are incorrect. Follow these steps to retype your user ID and password. If you are still have problems, you can contact our technical support at 888-988-8508 for password assistance.

1. Double-click the Rainier Connect icon you use to connect to the internet.
2. You will see your user ID in the User Name box.
3. Double check the spelling of your user ID. Make sure you have a capital “P” at the end of your user ID. For example, if your user ID is jdoe, you should have jdoeP in this box.
4. In the Password field, you should see numerous asterisks(*). Delete all the asterisks and retype your password.
5. Click Dial to connect to see if you receive the same error.

Error 629 can be caused by several issues. Below are some causes and possible solutions.

Invalid Login Information
1. Double-click the Rainier Connect icon you use to connect to the internet.
2. You will see your user ID in the User Name box. Double check the spelling of your user ID. Make sure that you have a capital P at the end of your user ID. For example if your user ID is jdoe, you should have jdoeP in this box.
3. In the Password field, you should see numerous asterisks (*). Delete all the asterisks and retype in your password. Click Dial to connect to see if you still receive the same error.

Modem Incompatibility

Your modem may not be fully compatible with our system. Customers with WIN modems (software based modems) may experience more problems than customers with hardware based modems. To check if you have a WIN modem, do the following

Windows 95 / 98 / ME / 2000
1. Go to Start. Select Settings, then Control Panel.
2. Windows XP – Go to Start and select Control Panel.
3. Double-click the Systems icon.
4. (Windows XP users: if you see a link on the left side of the screen to Switch to Classic View, click the link and then double-click the Systems icon.)
   • Windows 95 / 98 / ME – Click the Device Manager tab.
   • Windows 2000 / XP – Click the Hardware tab and click Device Manager.
5. Scroll through the list of devices, then click the “+” next to Modems.
6. This will show you the brand name of your modem. If you see WIN, LT, or Soft in the name, you have a software based modem. Rainier Connect recommends purchasing a new hardware based modem.

Modem trying to connect at a higher speed Double
1. click the Rainier Connect icon you use to connect to the internet.
2. Click the Properties button.
3. In the General tab, you should see towards the top Connect Using with a box below showing your computer’s modem. Click the Configure button next to your modem.
4. In the Maximum Speed (bps) box, select a slower speed, such as 19200 or 38400. Click OK, then OK again. Try reconnecting.

Telephone line noise or other interference

• Plug a telephone directly into the same jack where your computer plugs in to see if you hear static. If so, contact your telephone provider to have your phone lines checked. Depending on the problem that is found, there may be charges from your telephone company to repair the line.
• If you have a splitter on the telephone jack that your computer plugs into, try removing the splitter to see if that resolves the problem. If so, you may want to purchase a new splitter.
• Check the length of the telephone cord between your computer and the telephone jack. Optimum length is less than 10 feet. If your telephone cord is longer than 10 feet, try using a shorter telephone cord.
• Even if you could not hear static on the line, there may be enough interference to cause connection problems with the modem, but not enough to be audible to hear you. You may still want to have your telephone line checked.

The most common reason for a mail program crashing in the middle of a download is that the message has an attachment that is too long. Recently, more and more people are beginning to send large files over the internet via email.

This was never the purpose of email and many email servers were not designed to handle such large attachments. The result of this is sometimes email attachments become corrupted making them impossible to download.

The best solution to this problem is to give our Technical Support a call at 888-988-8508 with your user id and password and we can clear the mail directly from our office.

For those customers that receive cable television service, the FCC allows local franchising authority (city or county government) to collect up to five percent of all revenues earned by a cable operator in exchange for consent to use right-of-ways and easements for the cable system’s construction and operation.

Short for Public, Educational, and Governmental, the PEG fee is a flat fee charged to cable subscribers. In compliance with the 1984 Cable Franchise Policy and Communications Act, this fee helps to fund local organizations to provide training and access to media technology and cable distribution on local cable systems.

If you are having problems with codec’s when you try to listen to your voice message recording in Windows Media Player. You can download and install the required codec’s to listen to your messages by selecting the link below:

http://www.bytescribe.com/downloads/tsp_codec_install.exe

To reduce the number of telemarketing calls, you can place your name on the National Do Not Call registry by calling 1-888-382-1222 or go online at www.donotcall.gov.