iPassConnect 3.51 User's Guide
Version: 1.0, December 2006
Corporate Headquarters
iPass Inc.
3800 Bridge Parkway
Redwood Shores, CA 94065 USA
www.ipass.com
+1 650-232-4100
+1 650-232-0227 fx
TABLE OF CONTENTS
Getting Started
5
System Requirements ..............................................................................................................................5
Hardware Requirements...................................................................................................................5
Operating System Requirements .....................................................................................................5
Supported Hardware.................................................................................................................................5
Wireless Cards .................................................................................................................................5
Mobile Data Cards............................................................................................................................6
Integration with Third-Party Applications ..................................................................................................7
VPNs.................................................................................................................................................7
Anti-Virus Applications......................................................................................................................8
Personal Firewalls ............................................................................................................................8
iPassConnect Installation Instructions......................................................................................................8
Uninstalling iPassConnect ........................................................................................................................8
Upgrading to iPassConnect 3.51 from Previous Versions .......................................................................9
Using iPassConnect
10
Available Networks .................................................................................................................................10
Phonebook Connections.........................................................................................................................10
Personal Networks..................................................................................................................................10
Integrated Solutions................................................................................................................................11
Advanced Features.................................................................................................................................11
Setting Up
12
Login Information ....................................................................................................................................12
EAP-TLS Certificates......................................................................................................................12
Personal Networks..................................................................................................................................13
Mobile Data Settings...............................................................................................................................13
Discovery ........................................................................................................................................13
Manual Configuration .....................................................................................................................14
Carrier Credentials..........................................................................................................................14
PIN-locked Cards............................................................................................................................14
Dial Properties ........................................................................................................................................15
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TABLE OF CONTENTS
DSL Settings ...........................................................................................................................................16
ISDN Connection Settings ......................................................................................................................16
GSM Connection Settings ......................................................................................................................16
Ethernet Settings ....................................................................................................................................16
Connecting and Disconnecting
18
Auto-Detection ........................................................................................................................................18
Ethernet ..........................................................................................................................................18
WLAN .............................................................................................................................................18
Mobile Data.....................................................................................................................................19
Network Information .......................................................................................................................19
Connecting..............................................................................................................................................19
Search Tips.....................................................................................................................................20
Disconnecting .........................................................................................................................................20
Exiting iPassConnect..............................................................................................................................21
POP Details ............................................................................................................................................21
The System Tray Icon.............................................................................................................................21
Additional Features
23
Updating iPassConnect ..........................................................................................................................23
Automatic Update ...........................................................................................................................23
Manual Update ...............................................................................................................................23
Bookmarks ..............................................................................................................................................23
Home Broadband Connection ................................................................................................................24
Launching Programs after Connecting ...................................................................................................25
Advanced Dial-up Features ....................................................................................................................26
Smart Redial ...................................................................................................................................26
Busy Number Redial.......................................................................................................................26
Connecting at the City Level...........................................................................................................27
Using a Calling Card.......................................................................................................................28
Live Logon ..............................................................................................................................................28
Using the Windows Connection Manager ......................................................................................29
Wireless Auto-Connect ...........................................................................................................................29
Logoff on Connect ..................................................................................................................................29
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TABLE OF CONTENTS
Support
31
Technical Support...................................................................................................................................31
Connection Log.......................................................................................................................................31
Help.........................................................................................................................................................31
About iPassConnect ...............................................................................................................................31
Additional Assistance..............................................................................................................................31
Troubleshooting Tips
32
General Connection Tips ........................................................................................................................32
Dial-up Troubleshooting Tips..................................................................................................................33
Ethernet Troubleshooting Tips................................................................................................................35
WLAN Troubleshooting Tips...................................................................................................................35
Mobile Data Troubleshooting Tips..........................................................................................................36
Copyright © 2005, iPass Inc. All rights reserved.
Trademarks
iPass, iPassConnect , and the iPass logo are trademarks of iPass Inc. All other brand or product names are trademarks or registered
trademarks of their respective companies.
Warranty
No part of this document may be reproduced, disclosed, electronically distributed, or used without the prior consent of the copyright
holder.
Use of the software and documentation is governed by the terms and conditions of the iPass Corporate Remote Access Agreement, or
Channel Partner Reseller Agreement.
Information in this guide is subject to change without notice.
Every effort has been made to use fictional companies and locations in this manual. Any actual company names or locations are strictly
coincidental and do not constitute endorsement.
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Getting Started
Getting Started
Welcome to iPassConnect™ 3.51 for Windows! This guide will serve as an introduction to the use of
iPassConnect, providing you with information on installation, configuration, basic and advanced
usage.
Using iPassConnect, you can connect to the Internet and enterprise resources through iPass’ global
network of providers. In addition, iPassConnect can be customized to automatically launch other
programs such as a VPN, personal firewall, or Web browser.
System Requirements
Hardware Requirements
Pentium III processor
256 MB RAM
100 MB free disk space
TCP/IP Protocol
16-bit color mode
At least one connectivity device installed, depending on your intended connection type:
„
GSM modem for GSM connections
„
ISDN terminal adapter for an ISDN connection
„
56K v90/92 modem for a dial-up connection
„
PHS phone for PHS connections
„
WLAN adapter for a WLAN connection
„
Ethernet adapter for a Ethernet connection
„
Mobile Data card for a Mobile Data connection
Operating System Requirements
iPassConnect 3.51 is supported on Microsoft Windows 2000 SP 4 or later, and Windows XP
Home or Professional SP 1 or later. iPassConnect has also been tested on Windows XP
Professional SP 2.
IPass strongly recommends that you install all Microsoft-recommended updates for your
operating system.
Supported Hardware
Wireless Cards
An 802.11x wireless card is needed for WLAN connections. The table on the following page displays
the wireless cards have been successfully tested for connectivity on the iPass network using
iPassConnect 3.51.
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Getting Started
Card
Firmware
3Com 802.11 a/b/g 3CRPAG175 Wireless LAN PC Adapter
Cisco Aironet 350 Wireless Adapter (802.11b)
Cisco Aironet 340 Wireless Adapter (802.11b)
Cisco Aironet 802.11 a/b/g Wireless Adapter
1.0.0.25
V4.25.30
D-Link Air DWO-650
IBM 802.11 a/b/g Wireless CardBus Adapter
2.0.10.0
2.4.1.21
Intel Centrino Mini-PC Card
Intel Pro/Wireless 2011 (802.11b)
Intel Pro/Wireless 2011B (802.11b) (New Intel Proset)
Intel Pro/Wireless 5000 LAN Cardbus Adapter (802.11b)
Linksys Wireless USB Adapter (802.11b)
Linksys Dual-Band Wireless A+G Notebook Adapter
Lucent Orinoco 802.11b PC Card Gold World Card PC24E-H-FC
Microsoft USB 802.11b Adapter (for Desktop PCs)
NDIS
V7.29
V6.64
1.0.0.305
V4 or V5
V1.0.10
V2.5
2.4.2.33
7.14.01
V1.31.9.0
Microsoft Wireless Notebook Adapter MN-720
4.10.2222
3.20.26.0
Microsoft Wireless USB 2.0 Adapter MN-710
Nokia C110/C111 Wireless Adapter
Orinoco 802.11ag ComboCard Gold
1.0.8.0
V0.0.104.0
2.3.0.75
Orinoco 802.11ag ComboCard Silver
Toshiba Wireless LAN mini PCI Card
2.3.0.75
1.0.8.0
Mobile Data Cards
To make use of iPassConnect Mobile Data connectivity, you will need a provisioned account with a
Mobile Data provider and a supported Mobile Data PCMCIA card.
The following cards have been successfully tested with iPass Mobile Data. Each table shows the card
make and model, the frequency bands in which the card operates, the network type, and the
operators and regions where the card was tested.
iPassConnect does not include Mobile Data card drivers. Your card drivers will be installed when
you install and activate your account with your Mobile Data carrier. Your card should be fully
installed and tested for connectivity with your carrier’s network, using your carrier’s client, before
attempting to use it with iPassConnect.
Card
Network Type
Bands
AudioVox PC 5220
CDMA, 1xEV-DO
800 MHz
1900 MHz
Gtran DotSurfer 3000
CDMA, 1xEV-DO
1900 MHz
New Zealand
Telecom: NZ
Kyocera W01K
CDMA 1xWIN
1900 MHz
KDDI: JP
Maxon Electronics
Minimax
CDMA, 1xEV-DO
1900 MHz
Telstra: AU
Novatel Merlin S620
CDMA, 1xEV-DO
1900 MHz
Sprint:US
Novatel Merlin U520
GSM, GPRS, UMTS
UMTS:1900 MHz
Cingular: US
Novatel Merlin U530
GSM, GPRS, UMTS
GSM/GPRS 900 and 1800 MHz
UMTS: 2100 MHz
Cingular: US
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Operator: Regions
Tested
Verizon: US
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Getting Started
Card
Network Type
Bands
Operator: Regions
Tested
T-Mobile E+:DE
Vodafone: UK, DE,
FR
O2: UK
Verizon:US
Novatel Merlin U630
GSM, GPRS, UMTS
UMTS: 2100 MHz, GSM/GPRS 900,
1800 and 1900 MHz
Novatel Merlin V620
CDMA, 1xEV-DO
1900 MHz
Option Globetrotter
Fusion Card
GSM, GPRS, UMTS, WLAN
(802.11g)
GSM/GPRS: 900 and 1800 MHz
UMTS: 2100 MHz
Option Globetrotter
Fusion Quadband Lite
GSM, GPRS, UMTS
GSM/GPRS: 900 and 1800 MHz
UMTS: 2100 MHz
Option Globetrotter Triband
GPRS/GSM
900 MHz
1800 MHz
1900 MHz
Seiko VC701si
CDMA 1xWIN
1900 MHz
Sierra Wireless AC 555R
CDMA2000,1xRTT,CDMA IS95
850 MHz
1900 MHz
China Unicom: CN
Sierra Wireless AirCard
550
1XRTT
CDMA2000
1X 1900
SprintPCS: US
Sierra Wireless AirCard
555D
1XRTT, CDMA2000
1X 800
1X 1900
Sierra Wireless AirCard
580
1XRTT, CDMA2000
1X1900
Verizon Wireless: US
Telecom New
Zealand: NZ
Verizon Wireless: US
iPass: US
Sierra Wireless AirCard
750
GPRS
Sierra Wireless AirCard
775
EDGE, GSM/GPRS
900 MHz
1800 MHz
1900 MHz
850/900/1800/1900 MHz
Sony Ericsson GC82
GPRS, EDGE
850 MHz
1900 MHz
Sony Ericsson GC83
GPRS, EDGE
850 MHz
1800 MHz
1900 MHz
Sony Ericsson GC89
GSM, GPRS, EDGE
850 MHz, 1900 MHz
AT&T: US
Cingular: US
Roaming in UK,
Germany, France
Cingular: US
Vodafone Mobile Connect
3G
GPRS, UMTS
900/1800 MHz for GPRS,
2200 MHz for UMTS
Vodafone: UK,
Germany, France
Vodafone: UK, DE,
FR
O2: UK
Orange: UK, FR
Vodafone: UK, DE,
FR
O2: UK
Orange: UK, FR
Vodafone: UK,
Germany, France
and US
O2: UK
Orange: UK, France
Vodafone: JP
O2: UK
T-Mobile: US
AT&T: US
Cingular: US
Bouyges Telecom:
FR
AT&T: US
Cingular: US
Integration with Third-Party Applications
iPassConnect 3.51 supports integration with the following tested third-party products, using the
version listed or later versions.
VPNs
Aventail VPN version 5.1.2
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Getting Started
Check Point NG FP3
Cisco Systems VPN Client version 3.6.3
NCP VPN version 8.0
Nortel Contivity version 4.65.18
PPTP (as shipped with the Windows OS)
Anti-Virus Applications
Network Associates McAfee Enterprise version 7.0
Symantec Norton AV Corporate Edition version 8.0
Trend Micro OfficeScan Corporate Edition version 5.58
Personal Firewalls
ISS RealSecure (BlackIce) version 3.1eah
Sygate PFW Pro v5.0
ZoneAlarm Pro – Integrity Desktop (ZAP1D) 3.7.172
iPassConnect Installation Instructions
Your system must meet system requirements (specified on page 5) or the iPassConnect installer will
prevent the installation from occurring.
You must have local administrator rights in order to perform the installation.
To install iPassConnect:
1. Download the software installation package from your company intranet or service provider
Web site.
2. Double-click the downloaded file.
3. Follow the installation directions.
4. There will be a short series of processing steps. Allow the processing to complete, and then
iPassConnect will be ready for use.
Uninstalling iPassConnect
You must have local administrator rights in order to uninstall iPassConnect.
To uninstall iPassConnect:
1. Right-click the Windows System Tray icon
and choose Exit.
2. From the Windows Start Menu, open Start > Settings > Control Panel.
3. Select Add/Remove Programs.
4. Select iPassConnect from the list.
5. Click Add/Remove.
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Getting Started
6. Windows will uninstall iPassConnect.
Upgrading to iPassConnect 3.51 from Previous Versions
You must have local administrator rights in order to upgrade to iPassConnect 3.51 from a release
prior to iPassConnect 3.30.
Upgrades from version 3.30 or later to version 3.51 will not require admin rights.
Once an upgrade has taken place, any user (such as a Power User or Restricted User) will be able to
upgrade from 3.51 to any newer releases.
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Using iPassConnect
Using iPassConnect
iPassConnect is a desktop client that allows you to connect to thousands of access points worldwide,
using the iPass network, private access points, or even personal access points that you can define.
You can use any of several possible connection types, including WLAN, Mobile Data, dial-up,
Ethernet, ISDN, DSL, GSM and PHS, and get secure access to both the Internet and your corporate
resources. You’ll need valid credentials in order to log into your selected access point.
Your exact iPassConnect capabilities may vary from the general description given here, as
different enterprises may enable different capabilities. Check with your Help Desk for more
information on the specifics of your iPassConnect configuration.
Available Networks
iPassConnect can automatically detect local broadband networks and makes it easy for you to
connect to them. The Available Networks listing in your Phonebook can display accessible Ethernet,
WLAN and Mobile Data networks.
If your laptop is equipped with an Ethernet card, and you connect an Ethernet network to your
computer, iPass will automatically detect the network and display it for connection.
If your laptop is equipped with a WLAN card, iPassConnect will automatically scan your area
for both local wireless hotspots. Detected hotspots are displayed for quick and easy access.
If you have a Mobile Data card and an account with a Mobile Data carrier, iPassConnect will
automatically scan your area for your Mobile Data network.
Just select an available network, sign in with valid credentials, and you’ll be connected. (If it’s an
iPass-enabled network, then you can use your standard iPass credentials.)
See page 18 for more information on Auto-Detection.
Phonebook Connections
In addition to being able to automatically display locally available networks, iPassConnect also
contains a directory of global access points, called a Phonebook, with worldwide listings for modem,
Ethernet, ISDN, DSL, GSM and PHS access points. You can quickly search the Phonebook for
access points in your area by geographic vicinity, or by phone number. iPassConnect displays the
available access points by connection type, so you can choose the one you want to connect to. See
page 20 for more information on searching for and connecting to access points.
Personal Networks
Using a personal network allows you to make a fast and easy connection to a network access point
that is not part of the iPass network and for which you have valid login credentials. For example, if
you frequent a local coffee shop, and want to make use of the shop's public WLAN hotspot, you can
add the hotspot to your list of personal networks. See page 12 for more information. You may need
valid login credentials and a security key to connect to a personal network.
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Using iPassConnect
Integrated Solutions
iPassConnect integrates with separate third-party security solutions, such as VPN software, personal
firewalls, or anti-virus applications. These integrated solutions launch with iPassConnect, ensuring
that your access is safe and secure. This integration is configured by your Help Desk.
Auto-connect integration: in Auto-connect integration, clicking the iPassConnect icon also
launches the security solution upon connecting to the Internet. No further action need be
taken by you.
Auto-launch integration: in Auto-launch integration, iPassConnect will automatically launch
the integrated security software after connecting to the Internet. However, you will need to
enter a separate username and password in addition to the credentials used to connect to the
iPass network. Commonly used with a VPN, you can set up your VPN credentials in the
Login Information dialog box.
Auto-teardown: the auto-teardown feature ensures that if the security solution is terminated,
your Internet connection will automatically be closed safely. For example, if your personal
firewall stops working, iPassConnect will automatically disconnect.
Home Broadband: If you're a home broadband user who is already connected to the Internet
(such as through cable modem or DSL), you can use iPassConnect to launch your integrated
solutions across your Internet connection.
Consult your Help Desk for details on how iPassConnect has been configured to integrate with your
security solutions.
In addition, you can configure iPassConnect to automatically launch other applications of your choice,
such as your Web browser or email client. You can find details on page 25.
Advanced Features
A number of advanced features supplement and enhance your iPassConnect connection experience.
These features include bookmarks, software updates, and dial-up enhancements. See page 23 for
more information on iPassConnect advanced features.
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Setting Up
Setting Up
Before using iPassConnect, you should configure iPassConnect with your basic settings, which
include login information, connection settings, and configuration for any personal WLAN network.
Login Information
iPassConnect can store your login credentials, making it easier and faster for you to log in. You will
generally only need to enter this information prior to using iPassConnect for the first time.
A valid iPass password must be an alphanumeric string, 15 characters or less in length.
You should verify with your Help Desk whether you will need separate credentials for Internet
access and for VPN access.
To set your login credentials:
1. On the Settings menu, select Login Information.
2. Under Internet Credentials, type your Internet username and password.
3. If you want iPassConnect to store your Internet password, check Save Password.
4. If required, in Dept/Project, type your department or project name. (Check with your help
desk to see if this is required to log in.)
5a. If you will use a VPN to connect to your organization's resources, and your VPN
credentials are identical to your Internet credentials, check the Same As Internet
Credentials checkbox. Then, in the NT Domain name box, type the name of your NT
domain and proceed to Step 5.
-OR5b. If your VPN credentials differ from your Internet credentials, make sure the Same As
Internet Credentials checkbox is unchecked. Then, type your VPN username, your NT
domain name, and VPN password.
6. From the Default Country drop-down list, select the country you wish to appear as the
default in the Country filter on the main iPassConnect dialog box.
7. Click OK.
EAP-TLS Certificates
EAP-TLS is an 802.1X-based authentication protocol that uses an exchange of electronic certificates
for authenticating users. If EAP-TLS is enabled, you may need to set information about these
certificates before attempting to log in. Check with your Help desk about any EAP-TLS requirements.
To set certificate information,
1. Select Settings > Login Information, and then click the Certificate tab.
2. Under User Certificate, select the certificate from the drop-down list.
3. Under Identity, select the identity type on the certificate to be used for authentication.
Then, in the text box, type the actual identity (for example, mobileuser@example.com).
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Setting Up
4. To view certificate information, click Info.
5. Click OK.
Personal Networks
When you try connecting at an iPass-enabled WLAN hotspot, your WLAN settings will be configured
automatically when detects the hotspot. However, if you are connecting to a WLAN network outside
of the network, you must ensure that your WLAN connection is configured properly. All detected
WLAN access points, configured or not, will be listed under Available Networks.
Using a personal network allows you to make a fast and easy connection to a non-network access
point. You may need valid login credentials and a security key to connect to a personal network.
To add a personal network,
1. Select Settings > Connection Settings, and then click the WLAN tab.
2. Under Personal Networks, click Add.
3. On the Add Personal Networks dialog, enter the personal network's SSID. Or, click Scan to
have iPassConnect attempt to automatically detect a local SSID. If the network does not
broadcast an SSID, select Non-Broadcast.
4. Under Security, select the security mode used by the network from the drop-down list. Then,
in Key, enter the security key for that type.
5. Click OK.
To modify settings for a personal network,
1. Select Settings > Connection Settings, and then click the WLAN tab.
2. Under Personal Networks, select the network you wish to edit, and then click Modify.
3. Edit the settings as desired, and then click OK.
To delete settings for a personal network,
1. Select Settings > Connection Settings, then click the WLAN tab.
2. Under Personal Networks, select the network you wish to delete, and then click Delete.
3. Edit the settings as desired, and then click OK.
Mobile Data Settings
If Mobile Data connectivity is enabled for iPassConnect, you need to configure your Mobile Data
settings before attempting to connect.
Discovery
iPassConnect will automatically search for your system's Mobile Data cards whenever one of the
following happens:
iPassConnect is installed on your computer
You install or insert a Mobile Data card in your computer.
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Setting Up
When it finds your devices, it will attempt to automatically record the settings that each card contains,
such as your user credentials, and use them when you attempt to connect. For some cards, however,
you must manually prompt iPassConnect to locate these settings.
To manually discover your Mobile Data settings:
1. On the Settings menu, click Connection Settings > Mobile Data.
2. Click Refresh. iPassConnect will attempt to locate your Mobile Data device and record its
settings.
3. Click OK.
Manual Configuration
In some cases, your card may not contain all of the information that iPassConnect requires, and you
may be required to configure some of the settings manually in order to successfully connect. Contact
your IT administrator for additional details.
To edit your Mobile Data settings:
1. On the Settings menu, click Connection Settings > Mobile Data.
2. Edit the settings as needed, and then click OK.
Carrier Credentials
Depending on your Mobile Data carrier, you may need to set your carrier login credentials (that is,
your username and password) for your Mobile Data card. Alternately, your Mobile Data credentials
may be the same as your regular iPassConnect login credentials.
To set the login credentials for your card:
1. Un-check Same as Internet Credentials.
2. Enter the credentials in Carrier Username and Carrier Password, and then click OK.
To set your carrier login credentials to your iPassConnect credentials: check Same as Internet
Credentials, and then click OK.
Credentials are set for each card you use to connect with Mobile Data. iPassConnect will remember
the credentials you set for each card, so if you remove the card and then reinsert it later, you won't
need to re-enter the credentials.
Some of these options may not be enabled. Check with your IT administrator for more
information on login credentials.
PIN-locked Cards
If your GPRS card is PIN-locked, a PIN (Personal Identification Number) is required to unlock it
before use. Some cards are automatically installed in a locked state, but a card can also become
locked if you enter your card credentials incorrectly three times in a row.
To unlock a PIN-locked card:
1. On the Settings menu, click Connection Settings > Mobile Data.
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Setting Up
2. Click Unlock.
3. In PIN, enter your card's PIN, then click OK. The card will be unlocked and ready for use.
A PUK-locked card requires a PUK (PIN Unblocking Key) before use. You must use the card's
connection manager software, which came with your card, to enter a PUK.
Dial Properties
Dial properties are required settings for your dial-up connection, such as a number needed to access
an outside line, or to disable call waiting. If you’re a dial-up user (which includes modem, PHS, GSM
and ISDN connections), it’s important to set your dial properties correctly. (You won't need to set dial
properties if you are using a broadband connection like Ethernet or WLAN.)
Your dial string is the phone number you're dialing, plus any additional numbers set from your dial
properties. Different access points can have different dial properties. For example, if you are dialing
the local number 555-1212, and you need to dial a 9 to access an outside line, plus *70 to disable
Call Waiting, then your dial string would be: 9, *70, 555 1212.
To set your dial properties:
1. On the iPassConnect dialog box, click the Dial Properties button.
2. Under General, in the To access outside line dial text box, type any dial prefix you may
need (such as 9) to get an outside line.
3. If you wish to disable Call Waiting, in the To disable Call Waiting dial box, select the
characters needed from the drop-down list.
4. In Dial Using, select whether your phone system uses tone or pulse dialing. (Most phone
systems use tone dialing.)
5a. Under Dialing From Location, if this will be the same location as the one you are
connecting to, check Same Location and proceed to Step 6.
-OR5b. Under Dialing From Location, if this will be a different location from the one you are
connecting to, uncheck the Same Location checkbox. Then:
Select the country from which you are dialing from the Country drop-down list.
In Area Code, type the area code you wish to dial.
From the Area Rule drop-down list, select a rule that reflects your local area’s dialing
rules (for example, dialing a 1 before the area code).
Proceed to Step 6.
6. If you will be using a calling card for dialing, under Calling Card, type the calling card
information.
7. Click OK.
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Setting Up
8. The complete dial string appears at the bottom of the main iPassConnect dialog box next
to the Dial Properties button.
DSL Settings
Before using your DSL connection, you may need to configure your DSL login credentials. Check with
your Internet provider if you will need to configure these credentials.
To configure your DSL settings,
1. On the Settings menu, select Connection Settings, then click the DSL tab.
2. Do one of the following:
a. If your DSL network credentials will be the same as your credentials, check the Same
as Internet Credentials checkbox. Then, if desired, in Service Name, enter the
name of the DSL service.
b. If you will be using separate DSL credentials to log into your carrier network, in
Carrier Username and Carrier Password, enter your network username and
password. Then, if desired, in Service Name, enter the name of the DSL service.
3. Click OK.
ISDN Connection Settings
You can configure your ISDN connection on the Connection Settings>ISDN tab.
1. Under Device, will display your default ISDN modem device. If you wish to connect using
another device, select it from the drop-down list.
2. Under Redial Settings, configure your settings for Busy Number Redial.
3. Check Smart Redial if you wish to enable the Smart Redial feature.
4. When your settings are complete, click OK.
GSM Connection Settings
You can configure your GSM connection on the Connection Settings>GSM tab.
1. Under Device, will display your default GSM modem device. If you wish to connect using
another device, select it from the drop-down list.
2. Under Redial Settings, configure your settings for Busy Number Redial.
3. Check Smart Redial if you wish to enable the Smart Redial feature.
4. When your settings are complete, click OK.
Ethernet Settings
Some network connections may require you to specify which Ethernet device you wish to use when
connecting. (If your computer only has a single Ethernet device, the device will be chosen by default.)
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Setting Up
To specify your Ethernet device,
1. Select Settings > Connection Settings, and then click the Ethernet tab.
2. Under Device, select an Ethernet device from the drop-down list, and then click OK.
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Connecting and Disconnecting
Connecting and Disconnecting
This section outlines connection procedures, including network auto-detection, connecting, and
disconnecting.
Auto-Detection
If your computer is equipped with the proper hardware, iPassConnect will automatically detect and
display Ethernet connections, local WLAN hotspots, and Mobile Data wireless networks. Autodetection is also sometimes referred to as sniffing.
Auto-detected networks usually require valid login credentials for access. If the network is iPassenabled, then your iPassConnect credentials will grant you access. Other networks will require
different credentials.
Ethernet
If your laptop is equipped with an Ethernet card, when you connect an Ethernet network to your
computer, iPass will automatically detect the network and display it for connection. Each Ethernet
connection will be shown as one of four types, depending on the authentication required:
iPass: The Ethernet connection is part of the iPass network. iPassConnect credentials are
required to connect.
Authentication Required: the connection is part of a walled garden environment, where the
user's access to Web content and services is controlled. You may be able to reach a
selection of Web services without credentials, but usually valid login credentials are required
in order to gain full access.
802.1x: Access is through an 802.1x connection, and valid login credentials are required in
order to gain access.
Open: No authentication is required and you will be connected automatically.
Some time may be required to distinguish the exact type of Ethernet access you’re connected
to. As iPassConnect is working to make this determination, it may show some connections with
the term Identifying, which will be replaced when the type is identified.
WLAN
If a WLAN card is installed in your computer, iPassConnect will automatically try to detect any nearby
wireless hotspots for you. iPassConnect will display detected hotspots in the Phonebook under
Available Networks, in the order of signal strength.
icon. Auto-detection of an iPass-enabled WLAN
iPass access points are distinguished by the
hotspot will automatically configure all of your WLAN settings, such as SSID and WEP key. You will
only need to configure WLAN settings manually if you use a non-iPass hotspot. See page 16 for more
information.
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Connecting and Disconnecting
Mobile Data
If Mobile Data connections are enabled and a Mobile Data card is installed, and iPassConnect
detects a local Mobile Data network, iPassConnect will display it in Available Networks.
The settings required to connect to a Mobile Data network are usually configured when your Mobile
Data card is installed and your account is activated with your carrier network. However, additional
configuration may be needed for some cards. See page 12 for more information on Mobile Data
settings.
Network Information
The Phonebook displays information about each auto-detected network.
Icon
Name
Phonebook
Description
A network icon indicates that this access point is in the network Phonebook
Signal Strength
Meter
Secure
The Signal Strength meter shows a number of bars indicating the strength of the
wireless signal. (For Ethernet connections, this will always show all bars.)
A lock icon indicates that the access point has been secured by a protocol such as
WEP, and requires valid credentials in order to connect.
Click this icon to display information about the access point. See page 21 for details.
Information
Auto-Connect
The network is a preferred network for Auto-Connect. See page 29 for more
information.
Connecting
To connect:
1. Choose a Connection: Choose one of the following methods to find a connection:
1a. Use Available Networks: If any local broadband networks have been auto-detected, and
you wish to connect to one, click the name of a network to connect to, and then proceed to
Step 5.
-ORIf there are no Available Networks listed, proceed to Step 1b to locate a nearby access point
by location, or, if in the US, to Step 1c to locate a nearby access point by phone number.
1b. Search by Location: Under Search by Location or Phone Number, select the filter
criteria you will use from the drop-down lists. Each filter criterion will narrow your search for
an access point to a more specific location. You can make the search as broad or narrow as
you need.
For example, to see all the access points in a country, select that country from the Country
drop-down list.
To narrow the search to a specific state or province in that country, select the
state or province from the State (or Province) drop-down list. (State/Province
search is not enabled for some countries.)
To narrow the search even further to a specific city, select the city from the City
drop-down list.
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Connecting and Disconnecting
Enter your location criteria, and then proceed to Step 2.
-OR1c. Search by Number: Alternately, if you are searching for a US dial-up access point, in the
Country drop down list, select United States. Then, under Enter a local phone number, in
the Area Code and Phone Number text boxes, type the area code and exchange (first three
digits) of your location.
2. Find: Click Find. The access points matching your search criteria will be displayed in the
Phonebook.
3. Select Your Connection Type: The Phonebook now displays a number of access points for each
connection type. For example, Modem (25) shows there are 25 available access points for which you
can use a modem connection. Click the right arrow next to the connection type to show the
locations available.
4. View Access Points: If you searched by location in Step 1, the expanded list under the connection
type now displays a set of locations and the number of access points of that type in each location. For
example, under Modem (25), the notation Townsville (5) shows there are 5 modem access points in
Townsville. Click the right arrow to expand the list further and show each access point. (If instead you
searched by number in Step 1, no location names will be shown, but all local numbers will be
displayed.)
5. Select an Access Point: From the list of access points, click the access point you wish to
connect to.
6. Connect: Click Connect. You will be connected to the iPass network. (You may be requested to
enter user credentials or a VPN gateway to connect to.)
Search Tips
Refreshing Searches: If you change the search criteria to look for a new access point,
click Find in order to refresh the access points shown in the Phonebook.
Search Criteria are Saved: Your last search criteria will be saved when you exit
iPassConnect, and will be displayed the next time you start iPassConnect. If you wish to
start a new search, click Clear and return to Step 1.
Toll-Free Numbers: When searching by number in the US, you can enter 800 to search
for local access points in the toll-free 800, 855, 866, 877 and 888 area codes.
Disconnecting
To disconnect:
1. In your Windows System Tray, right-click the iPassConnect icon
.
2. Select Disconnect. You will be disconnected from the iPass Network. iPassConnect will remain
running in the Windows System Tray.
3. Alternately, you can choose Disconnect and Exit to disconnect and exit the application.
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Connecting and Disconnecting
Note that even if you disconnect from the iPass network, your iPassConnect client will still run
in the background, and can be accessed using the Windows System Tray.
Exiting iPassConnect
If you exit iPassConnect, you will
To exit iPassConnect:
1. Right-click the iPassConnect icon
in your Windows System Tray.
2. Select Exit.
POP Details
POP (Point of Presence) is another term for an access point. You can display the details of any POP,
which can include:
Location: location of the POP.
Address: the physical address of the site.
Phone Number: the phone number at which you can contact the site.
Maximum Speed: if this is a dial-up POP.
Connection Price: if known, the hourly connection rate.
POP Type: the connection type possible at this access point.
SSID (Service Set Identifier): for WLAN broadband POPs.
Signal Strength: for WLAN broadband POPs.
Note that depending on your Phonebook and the type of access point, not all POPs will display all of
this information.
To display POP details:
1. Search for an access point as usual.
2. In the Phonebook, on the line belonging to the POP, click the
icon in the Info column.
3. When done, click OK.
The System Tray Icon
To...
open iPassConnect (when not already connected)
Right-click the
icon and select...
Open iPassConnect
exit iPassConnect
connect to the iPass network
connect to a Bookmark
update iPassConnect
disconnect from the iPass network
disconnect from the iPass network and exit the application
Exit
Connect
the name of the Bookmark
Update
Disconnect
Disconnect and Exit
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Connecting and Disconnecting
When iPassConnect is running, you'll see an iPassConnect
icon in the System Tray on the right
side of your Windows taskbar. You can use this icon to accomplish a number of program functions.
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Additional Features
Additional Features
IPassConnect contains a number of additional features that can enhance your connection
experience.
Some of these features may not be configured for all iPassConnect users. Consult with your
Help Desk for details of available features.
Updating iPassConnect
Automatic Update
iPassConnect will automatically check at periodic intervals to see if there are any software and
Phonebook updates available. If so, you may be prompted to download and install the update. You
can also choose to defer an update for up to 15 days. At the end of that time, iPassConnect will
automatically update.
Manual Update
You can manually update iPassConnect to make sure you have the most current Phonebook and
software. You must be connected to the Internet in order to perform an update. After updating, you
will need to restart iPassConnect in order for the changes to take place.
To update the iPassConnect software or Phonebook:
1. Connect to the Internet using iPassConnect.
2. On the Settings menu, select Software Update. Next to Software Update, iPassConnect
will display the time and date of that item's most recent update. For example, Software
Update (Thu Feb 13 2004 09:00:00) indicates that your last update was performed on
Thursday, February 13th, 2004 at 9 AM.
3. iPassConnect will contact the update server, then download and install the most recent
update.
4. Follow the prompts to install your updated software.
Bookmarks
The Bookmarks menu conveniently allows you to save and re-use connection information for the
access points you connect to most frequently.
For dial-up connections, you can also bookmark all the dial-up access points in a city as a group. You
can then use the Bookmark to connect to that city, as described in Connecting at the City Level on
page 27.
To bookmark an access point:
1. Select an access point as you would normally.
2. Select the access point, and then click the Add Bookmark button.
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Additional Features
3. On the Add Bookmarks dialog box, type the Bookmark details, such as a Bookmark name
and other data. Note that you can enter the dial properties for the bookmarked access point
as well.
4. Click OK. In your Phonebook, the
point.
symbol indicates that you've bookmarked the access
You may not bookmark a Mobile Data network connection.
To connect using an existing bookmark:
1. On the Bookmarks menu, select the access point you wish to use.
2. If the Bookmark is a single access point, iPassConnect will attempt to connect to the access
point. If the Bookmark is a city, iPassConnect will dial all the dial-up access points in that city
until a connection is made as described in Connecting at the City Level on page 27.
Because the iPass network is constantly evolving and growing, you may occasionally find that
a Bookmark points to an obsolete access point. If you attempt to connect to a bookmarked
access point that is no longer valid, iPassConnect will search for an access point with a similar
location and connection type and offer to connect you. You will also be presented with a
chance to substitute the new access point for the old one as a permanent Bookmark.
To modify a bookmark:
1. On the Bookmarks menu, click Edit Bookmark.
2. On the Edit Bookmark dialog box, select the Bookmark you wish to edit and click Modify.
3. On the Modify Bookmark dialog box, type the new or revised information as needed.
4. Click OK, and then click OK on the Edit Bookmark dialog box.
To delete a bookmark:
1. On the Bookmarks menu, click Edit Bookmark.
2. On the Edit Bookmarks dialog box, select the Bookmark you wish to remove and click
Delete.
3. Click Yes to confirm deletion.
Home Broadband Connection
You can use iPassConnect to connect to the iPass network through an existing broadband Internet
connection, such as DSL, cable modem or WLAN router. In this case, iPassConnect does not
connect to the Internet, since your broadband connection is already connected, but iPassConnect will
launch your VPN and other integrated applications like your personal firewall. Although this is referred
to as a Home Broadband connection, it can include any pre-existing Internet connection, such as a
connection over an office LAN.
For example, a telecommuter may be connected to the Internet from a home cable modem, with a
work laptop. By launching iPassConnect and using the Home Broadband feature, an integrated VPN
client and personal firewall would also be launched, giving the telecommuter a secure connection to
company resources.
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Additional Features
To connect using a Home Broadband connection:
1. Make sure your broadband connection, such as your DSL modem, is already connected to
the Internet.
2. Connect your computer to the broadband connection. For example, using your WLAN card,
you can associate to your WLAN router. (Consult your broadband documentation for
instructions.) You’ll be connected to the Internet.
3. Launch iPassConnect.
4. In the Phonebook, under Home Broadband, click Use Existing Internet Connection.
5. Log in to the iPass network as usual, using your iPass credentials. iPassConnect will launch
your VPN and any other applications that are integrated with iPassConnect.
To disconnect iPassConnect from a Home Broadband connection, right-click the System Tray
icon and choose Disconnect.
Launching Programs after Connecting
You can configure iPassConnect to launch other programs automatically after connecting to the iPass
network. For example, you can launch your Web browser or other programs, such as your email
client, by adding them to the launch list.
To configure iPassConnect to launch your computer's default Web browser upon connection:
1. Select Settings > Connection Settings.
2. Click the General tab.
3. Under After Connecting, check Default Web Browser.
4. Click OK.
To configure iPassConnect to launch other programs upon connection:
1. Select Settings > Connection Settings.
2. Click the General tab.
3. Under After Connecting, in Launch Programs, click Add.
4. On the Add/Edit Post-Connection Program dialog box, under Location, click Browse.
5. Browse to the program you wish to launch after successful connection and click Open.
6. In Description, type a brief description of the program to run. For example, if you launched
your e-mail program upon connecting, you might type My E-mail.
7. If you want to launch other programs, continue to add programs as desired to the list by
repeating steps 3-6. (You can also come back later and add more programs, if desired.)
8. When done, click OK.
To modify an entry in the list of launched programs:
1. Select Settings > Connection Settings.
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Additional Features
2. Click the General tab.
3. In After Connecting, under Launch Programs, select the name of the program you want to
change and click Modify.
4. On the Add/Edit Post-Connection Program dialog box, type a revised description, or
browse to a new location for the program.
5. Click OK.
To delete a program from the list:
1. Select Settings > Connection Settings.
2. Click the General tab.
3. In After Connecting, under Launch Programs, select the program you want to delete from
your list of automatically launched programs.
4. Click Delete. (Note that this procedure does not delete the program from your computer, just
from your list of automatically launched programs.)
5. Click OK.
Advanced Dial-up Features
These features apply to dial-up (modem, PHS, GSM or ISDN) connections only.
Smart Redial
By using the Smart Redial feature with dial-up connections, iPassConnect will automatically continue
dialing all access points within the same city until a successful connection is made.
To activate the Smart Redial feature:
1. Select Settings > Connection Settings.
2. Depending on your connection type, select either the Dial-up tab (for a modem, PHS or GSM
connection) or ISDN tab (for an ISDN connection).
3. Under Redial Settings, check Smart Redial.
4. Click OK.
In most cases, Smart Redial is turned on by default. If possible, iPass recommends you turn it
on enhance your dial-up connection experience.
Busy Number Redial
The Busy Number Redial feature, used for dial-up connections, allows you to configure iPassConnect
to retry a busy access point if a connection attempt fails. This feature is useful when using a
bookmarked access point, or when roaming in areas where there are few access points and heavy
Internet traffic.
To configure iPassConnect to redial a busy access point:
1. Select Settings > Connection Settings.
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2. Depending on your connection type, select either the Dialup tab (for modem, GSM and PHS
connections) or ISDN tab (for ISDN connections).
3. Under Redial Settings, in the Redial Attempts text box, enter the number of connection
attempts you want iPassConnect to make.
4. In the Redial if not connected within text box, enter the amount of time (in seconds) you want
to elapse between each dial attempt. This should be set to a minimum of 120 seconds in order to
give each dialing attempt time to finish.
5. Click OK.
The Busy Number Redial feature, which will redial a busy number, may be incompatible with the
Smart Redial feature, which will cause iPassConnect to roll over to the next access point upon a
failed connection attempt. Whenever possible, for greater reliability, you should give preference to
Smart Redial.
Connecting at the City Level
If you’re using a dial-up connection (modem, PHS, GSM or ISDN) you don’t need to select an
individual access point to connect to the iPass network. Instead, you can have iPassConnect attempt
to connect to a set of access points in a city, one after another, until you’re connected. This is helpful
if you don’t have a particular access point in mind but simply wish to connect to any nearby one.
You can configure dial properties at the city level, too. For more information, see Dial Properties,
page 12.
Some enterprises may disable dialing of individual access points and only enable city-level dialing.
Check with your Help Desk for details.
To connect at the city level:
1. Select an access point like you would normally, either by location or by phone number.
2. Under Modem, PHS, GSM or ISDN, double-click the name of the city you wish to connect to.
iPassConnect will attempt to dial the optimal access point in that city.
3. If Smart Redial is turned on, and iPassConnect fails to connect to the first access point, it will
dial the others in that city until it connects. If Smart Redial isn’t turned on, and iPassConnect
fails to connect, iPassConnect will attempt to redial the first access point based on the
settings described under Busy Number Redial on page 26.
To bookmark a city:
1. Select a country and city as you would normally.
2. Under Modem, ISDN. GSM or PHS, click the city name, and then click the Add Bookmark
button.
3. On the Add Bookmarks dialog box, type the bookmark details, such as a Bookmark name
and other data. Note that you can enter the dial properties for the bookmarked connection as
well.
4. Click OK. In your Phonebook, the ribbon
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Additional Features
Using a Calling Card
If you wish to use a calling card for a dial-up connection, you can store the information for a single
calling card in iPassConnect.
To store calling card information:
1. On the main iPassConnect dialog box,
locate an access point as usual, and click
Dial Properties.
2. Under Calling Card, select the Use
Calling Card checkbox.
3. Click the Calling Card button.
Symbol
E
F
G
H
P
T
W
,
!
@
$
?
Meaning
Country code
Area code
Phone number
Card number (PIN)
Pulse-dial subsequent numbers
Tone-dial subsequent numbers
Wait for second dial-tone
Pause (approx. 1 second)
Flash
Wait for quiet answer
Wait for calling card prompt tone
Wait for user input
4. On the Calling Card dialog box, in the
Dial Sequence, type the phone number to
dial for the calling card or any of the symbols shown here. You may type any combination of
symbols and numbers provided they follow the format outlined on your calling card. For
example, if the instructions for your calling card read “Dial 1 800 555 5050 + PIN + area code
+ phone number”, your dial sequence would be 1 800 555 5050 HFG. Note: To view the list
of symbols in iPassConnect, click the Symbols button.
5. In PIN, type your calling card Personal ID Number.
6. Click OK.
7. Click OK on the Edit Bookmark dialog box.
Live Logon
Live Logon enables you to log on to the corporate domain from a computer that is not currently
directly connected to the corporate network. iPassConnect intercedes in the login process by
connecting you first to the Internet, and providing the authentication to log in to the corporate domain.
As a result, you are logged in to the corporate domain through your computer just as if the device was
connected to your corporate network.
Live Logon may be used when startup services that require network connections need to be
run on your computer as part of the login process, such as access to a file or policy server.
If Live Logon is enabled for your enterprise, a modified login procedure for logging in to your
computer is required.
1. Press Ctrl+Alt+Del to begin the login process.
2. On the Log In to Windows dialog, enter your username and password. In Log On To, select
a domain from the drop-down list. Click OK.
3. In iPassConnect, select a connection from the Phonebook and click Connect. You are then
logged in to the corporate domain.
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Additional Features
Using the Windows Connection Manager
If your enterprise has enabled the Windows Connection Manager, use this procedure for Live Logon.
1. Press Ctrl+Alt+Del to begin the login process.
2. On the Log In to Windows dialog, enter your username and password and then click OK.
3. On the Network Connection dialog, select a network connection from the drop-down list and
click Connect.
4. In iPassConnect, select a connection from the Phonebook and click Connect.
5. On Login Information, enter your iPassConnect username and password (and domain if
required) and click OK. You are then logged in to the corporate domain.
Wireless Auto-Connect
If enabled, the Wireless Auto-connect feature enables you to automatically make WLAN connections
to a list of preferred wireless access points, without repeatedly signing in. Auto-connect is typically
used for a set of hotspots on a local campus where WLAN connectivity is widespread. Users could
rove from place to place on the campus and will stay connected through wireless access without
repeated logins.
When Auto-Connect is enabled for multiple networks, iPassConnect will attempt to connect to access
points listed in the Phonebook first, and then any personal networks, in order of signal strength.
To enable Auto-Connect and select preferred networks for connection,
1. Select Settings > Connection Settings, and then click the WLAN tab.
2. Select Automatically connect to preferred networks.
3. If you’d like the Personal Networks list to show all WLAN networks, including personal
networks you’ve added, select Display All WLAN Networks. (This will allow you to choose
auto-detected networks and networks from the Phonebook in the Personal Networks list.)
4. Under Personal Networks, select one of the networks listed, and then click Modify.
5. On the Modify Personal Network dialog, select Auto-connect to this SSID.
6. Click OK. In the Personal Networks list, the selected network is shown with the AutoConnect icon.
7. Select more networks for Auto-Connect from the Personal Networks list, or click OK to
finish.
Logoff on Connect
Logoff on Connect is configurable for clients integrated with the Nortel Contivity VPN client. It allows
you to use your Nortel VPN client to securely log in to the Internet and then your local system. (Check
with your Help Desk to see if Logoff on Connect is enabled for your enterprise.)
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Additional Features
To use Logoff on Connect,
1. At the Windows login dialog, log into your computer normally.
2. Connect using iPassConnect. iPassConnect connects you to the Internet and launches the
Nortel VPN client. You will be authenticated to the iPass network. Upon successful
authentication, the Contivity VPN logs you off your local computer but you remain connected
to the Internet and your corporate LAN.
3. Log in again. The Windows login dialog will be presented again. Press Ctrl-Alt-Del to log in
and enter your login credentials. On this subsequent login, you are authenticated by the
domain controller over the Nortel VPN connection. You are then connected to the local
system, the corporate LAN, and the Internet. iPassConnect will appear in the Windows
System Tray, as usual.
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Support
Support
This section describes features that can be helpful if you require technical assistance.
Technical Support
To get technical support informationfor iPassConnect:
1. On the Help menu, select Technical Support.
2. The dialog box will display contact information for your organization's Help Desk.
3. Click OK to close.
Connection Log
The connection log displays your past connection history, including both successful and unsuccessful
attempts to connect. This information can be useful when diagnosing access problems.
To view the connection log:
1. To view the connection log, on the Help menu, select Connection Log.
2. The Connection Log will display.
3. Click OK to close.
Help
You can get help on iPassConnect by pressing the F1 key, or by selecting Help > Help Topics. In the
Help browser, Additional Information may show company-specific connection information or advice.
About iPassConnect
The About iPassConnect dialog box shows the details of your iPassConnect client. You may require
this information when dealing with technical support issues. Shown here are:
Version: software version number
Configuration: profile and Phonebook number.
Copyright
Phonebook Update: shows the date the directory of access points was last updated
Software Update: shows the date the iPassConnect software and associated
configuration files were last updated.
To view the About dialog box:
1. On the Help menu, click About iPassConnect.
2. When done, click OK.
Additional Assistance
If you have questions about the installation or operation of iPassConnect, please contact your help
desk.
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Troubleshooting Tips
Troubleshooting Tips
If you have trouble connecting to the iPass network, these troubleshooting tips may prove helpful to
resolve your issue. These tips should be considered suggestions only. Please contact your Help Desk
for further assistance.
General Connection Tips
These tips apply to connections in general using iPassConnect.
Difficulty Connecting To the Access Point
Verify that you have the correct hardware for the access type selected. For instance, you
must use a WLAN card to access a WLAN access point.
The access point you are connecting through may be inactive or temporarily unavailable. Try
another access point in the area.
You may be using an outdated access point that you have bookmarked. Try updating the
Phonebook, or choose a new access point.
Verify that your dial properties are entered correctly. You may need to change your settings if
you are attempting to connect from a different location than the last time you used
iPassConnect.
No Access Point in Your Location
In some instances, you may not find a particular city listed in the Phonebook, but there might
be other access points that close by where you are.
If possible, try connecting through an alternate access type. For example, broadband users
without local access to broadband may be able to find a nearby dial-up connection.
If you are in the United States, check if there are other cities within the same area code,
which might be local.
In some countries, there may be All-Cities listings or Toll Free listings. All Cities access points
have local rates and are therefore usually less expensive. Toll Free access points are not
local and usually yield a higher connection charge for you or your company. (In the United
States, entering 800 to search by number will also list access points in the toll-free 800, 855,
866, 877 and 888 area codes.)
Check in-country rates with the local operator for a non-local access point. In some countries,
it is very inexpensive to dial long-distance within the country.
Incorrect Password
Re-enter your username, domain name and password.
Password entry is case-sensitive. Make sure the CAPS LOCK key is not depressed.
Make sure you have entered the correct domain name, such as example.com, in the Domain
field of your Login Information.
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Troubleshooting Tips
It is possible that the authentication server may be down or offline. Check with your Help
Desk.
Your user account may no longer be active. Check with your Help Desk.
The access point you are connecting through may be inactive or temporarily unavailable. Try
another access point in your area.
Password Authentication is Slow
In some areas, it may take up to 120 seconds or more to connect. Give the process time to
complete.
Generally, the further away from home you are, the longer the authentication process will
take. Check Settings > Connection Settings, and click the Dialup tab. Ensure that the
option Redial if not connected in… seconds is set to 120 seconds. If this doesn’t work, you
may also try setting this to a higher value up to 180.
It is possible that the authentication server may be down or offline. Check with your Help
Desk.
Dial-up Troubleshooting Tips
These tips apply to dial-up (modem, PHS, GSM and ISDN) connections.
Difficulty Connecting To the Access Point
Make sure you’ve set dial properties for the required prefixes and local dial code for the
region. Many hotels require you to dial additional characters to reach an outside line.
Pick up the phone and dial the phone number of the access point manually. You may hear a
message explaining the problem. For example, the hotel switchboard may be overloaded, or
you may be required to dial a 9 to get an outside line.
The access point you are connecting through may be inactive or temporarily unavailable. Try
another access point in the area.
You may be attempting to connect to a bookmarked access point that is now outdated. Try
choosing a new access point.
Verify that your dial properties are entered correctly. You may need to change your settings if
you are attempting to connect from a different location than the last time you used
iPassConnect.
Never manually enter the access point phone number in the Dial String box, even if you
have memorized the number.
No Dial Tone
Check that there is a working phone line by connecting a phone to it and dialing out.
Make sure that the phone extension is connected securely to your computer and the wall
phone jack.
Check that the phone line is connected to the input jack in the correct PC card.
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Troubleshooting Tips
Verify that your speaker volume is turned up.
Your modem may not recognize the local dial tone. You may need to reconfigure your
Windows software to not detect a dial tone when dialing. See your Windows help file for
instructions.
Modem Not Found/No Modem Noise
Verify that you have a modem installed in your computer. If you do not, you will need to install
one.
If you have more than one modem installed, verify that you are connecting with the correct
one.
Make sure that there is a working phone line by connecting a phone to it and dialing out.
Verify that any phone extension is connected securely to your computer and the wall phone
jack.
Check that the phone line is connected to the input jack in the correct PC card.
On a digital phone system, you may need a special adapter to connect. You could also
request access to a dedicated fax line, which is an analog line.
Verify that your dial properties are entered correctly. You may need to change your settings if
you are attempting to connect from a different location than the last time you used
iPassConnect. Check (or uncheck) the box Location same as selected number and
attempt to connect again.
If you can't hear your modem, verify that the speaker volume is not turned off or disabled.
Your modem may not recognize the local dial tone. You may need to reconfigure Windows to
not detect a dial tone when dialing. See your Windows help file for instructions.
Loud or Ongoing Modem Noise
Verify that the phone line is not already in use.
The modem volume may be set too loud. Turn down the computer or modem volume.
If your modem is not negotiating the connection, or is not compatible, you may need to set
the modem manually. Check the instructions that came with your modem or contact your
Help Desk for further assistance.
Busy Signal
The access point you are connecting through may be inactive or temporarily unavailable. Try
another access point in the area.
You may be using an outdated access point that you have bookmarked. Try updating the
Phonebook or choose a new access point.
Pick up the phone and dial the access point manually. You may hear a message explaining
the problem. For example, the hotel switchboard system may be overloaded, or you may be
required to dial a 9 to get an outside line.
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Troubleshooting Tips
Your modem may not recognize the local dial tone, local busy tone, or both. You may need to
reconfigure Windows to not detect a dial tone when dialing. Check your Windows help file.
No Answer/Human Answer
The access point you are connecting through may be inactive or temporarily unavailable.
Try another access point in the area.
You may be using an outdated Bookmark. Try choosing a new access point.
Verify that your dial properties are entered correctly. You may need to change your
settings if you are attempting to connect from a different location than the last time you
used iPassConnect.
Connection Drops/Disconnects In The Middle Of a Session
A sudden disconnect is often a result of electro-magnetic interference (EMI), a “noisy”
phone line, or traffic congestion. Try reconnecting to the access point.
If you remain connected to the Internet but are inactive, iPassConnect might be set to
automatically disconnect you. Contact your Help Desk for assistance.
Slow Web Page Access
Slow Web access could be the result of electromagnetic interference (EMI), a “noisy”
phone line, or Internet congestion. Try reconnecting to the access point.
Ethernet Troubleshooting Tips
These tips apply to Ethernet connections.
Unable to Log in using iPassConnect
If you’ve never successfully logged in using iPassConnect, your account may not be
activated or enabled for roaming. Please follow your company’s procedure for verifying
your account status, or contact your company’s iPass administrator for details.
Verify that your Ethernet cable is securely plugged in to both the computer and the wall
jack at your location.
Most Ethernet cards have a light on the connector to the cable, indicating whether there
is a valid Ethernet connection. Ensure that the light is on.
WLAN Troubleshooting Tips
These tips apply to wireless broadband connections.
Unable to Log in using iPassConnect
If you’ve never successfully logged in using iPassConnect, your account may not be
activated or enabled for roaming. Please follow your company’s procedure for verifying
your account status, or contact your company’s iPass administrator for details.
Verify that your WLAN adapter is correctly installed. If necessary, consult the adapter
documentation.
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Troubleshooting Tips
Make sure you are working away from any obstructions, such as walls, pillars, large
machines, or other possible sources of interference.
Check your Link Status Meter, usually found in your Windows system tray, and make
sure the signal strength and quality are at least 50%. Move your mouse pointer over the
icon to display the link status.
Mobile Data Troubleshooting Tips
This advice applies to Mobile Data wireless connections.
Unable to Log in using iPassConnect
You may be outside coverage area for your carrier network.
Your account must be provisioned with the carrier network before attempting to use a
Mobile Data card with iPassConnect.
If you’ve never before successfully logged in using iPassConnect, your carrier account
may not be activated or enabled for roaming. Contact your help desk for details.
Verify that your Mobile Data card is correctly installed. If necessary, consult the card
documentation.
There could be interference with the Mobile Data signal. Make sure that you are not in or
near a structure that is blocking the signal. Also, make sure you are working away from
any obstructions, such as walls, pillars, large machines, or other possible sources of
interference.
Your antenna may not be fully extended or is pointing in the wrong direction.
Check Connection Settings > Mobile Data. Make sure your account credentials,
including username and password, are recorded correctly.
If you use a SIM in your Mobile Data card, make sure your SIM is properly inserted in the
card.
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