Frequently Asked Questions

Frequent Questions & Answers

1. How much does it cost?
   

   Please see Rate Schedule.

2. How do I order an account?
   

   Please see the order process page.

3. What connection speeds are there?
   

   We support 56K V.90 connections. The typical user will be able to get 44K to 48K if the phone line is in good condition.

   We do not support 56 Flex at this time.

4. Does the 800 number work out of state?
   

   Yes. The 800 number works anywhere in the continental United States.

5. Is there an inactivity time out?
   

   Yes. The time limit is 20 minutes. If your connection sits idle for 20 minutes you will be disconnected and you will have to dial back in to reconnect. Idle means you have not changed web pages or downloaded Email. Reading a webpage or email is not activity on your connection. Sometimes if you are composing a long email you can get disconnected because no data is transmitted across the dial connection while you are typing and the server thinks the connection is not in use.

6. How do I establish a connection with my SecurID KeyFob?
   

   Detailed instructions to establish a connection with a SecurID KeyFob

7. Why can't I establish a modem connection?
   

   If you have completed the installation instructions, clicked on the 'RTS Dial-Up' icon, then 'Connect', and received a modem error message, there are typically two errors that occur:

   1.'No dial-tone detected': Your dial-up connection may be set up correctly but you can still get errors from your modem. For example 'No dial-tone detected' means your phone line is probably not connected or not plugged into the right jack on your modem (There can be two jacks on the back of a modem: one that connects to the wall jack and one for an extra telephone).

   2.'Modem not responding': If you get 'Modem is not responding', then your modem was not installed correctly or has the wrong driver. For this you need to see the manual that came with your modem. If your modem was not installed correctly it may be best if you remove the modem from the control panel's modem section and perform a reinstall from the beginning. (Click ‘Start’, then ‘Control Panel’, and then click the ‘Modems Icon’. Select your modem and click remove.) Then perform the installation instructions according to your modems documentation.

8. How do I know my modem is establishing a connection?
   

   When your modem starts to establish a connection, you should always see a window that says 'Connecting', and then hear your modem dialing the phone number. When the modem on the other end answers, you should hear a lot of hissing and other noises as they establish a com-link. If you get an error message or your modem doesn't seem to dial, please see the previous question 'Why can't I establish a modem connection?'. If the modem dials and nothing seems to answer or something other than a modem answers, make sure you are calling the correct phone number.

9. What if the server gives me a time-out after entering my username and password?
   

   When you enter your username and password into the black terminal window be sure you hit enter after the username and after entering your password. You should then see some random characters scrolling along in the black window. When this happens hit 'Continue' or F7. You should then see a small box that says 'Verifying Username and Password' then 'Logging on to network'. If you click the continue button without hitting enter after you password the server does not receive your password and after a few seconds will disconnect you.

10. What if I loose the connection right after entering my password and clicking continue?
    

    First, see the previous question 'What if the server gives me a time-out after entering my username and password'. If you are sure you are doing this part correctly and you don't get the 'Verifying username and password' box, then, you probably don't have have the 'Log onto network' feature in your connection properties selected. The 'Log onto network' option must be selected in your 'RTS Dial-Up' connecton's properties. Open 'My Computer' and then the 'Dial-Up Networking' folder. Right click on the 'RTS Dial-Up' icon and select 'Properties'. At the bottom of the connection window click the 'Server Type' button and make sure the 'Log on to network' option is selected and click 'OK'.

11. What if it keeps saying 'Access Denied' after entering my password?
    

    Make sure that your username is spelled correctly and that you have the correct PIN number. You should have a four digit PIN number assigned to you. For your password enter you PIN and your KeyFob display as one ten digit number (No space between numbers) and hit enter. If this happens consistently and you are sure you are entering your information correctly, contact the Services Desk to verify your username and PIN number or get a new PIN number assigned to you.