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6 Operational Issues & Troubleshooting·How do I fix DNS problems with windows XP/2000? (From AT&T Tech Support)
·How do I get my attbi e-mail from elsewhere on the net?
·I have a second IP and only one will work at a time.
·Provisioning your cable modem (from AT&T Tech Support)
·How do I get rid of the old @Home proxy?
·I'm stuck in an infinite loop... how do I fix this?
·How do I look at my modem's config file?
| | | Many threads on this forum have discussed issues with ATTBI DNS performance and Windows XP/2000. These operating systems have a feature, called "DNS Service", that manipulates the list of DNS servers it is aware of so that the fastest-responding servers are consulted first. You can see the following two URLs for reference on this behavior:
http://support.microsoft.com/default.aspx?scid=kb;EN-US;q261968
http://www.microsoft.com/technet/treeview/default.asp?url=/TechNet/prodtechnol/winxppro/reskit/prjj_ipa_bsmz.asp
The ATTBI network had been providing four DNS server addresses via the DHCP lease. The first two of these were virtual IPs for our production DNS servers. These production DNS servers are configured to resolve all public Internet addresses as well as internal ATTBI addresses.
The second two DNS server addresses are the addresses of the SAS (Service Activation System) DNS servers. We distribute these addresses to PCs in support of new customer registration. The SAS DNS servers can only resolve addresses that are used for registration and won't resolve anything else. Since the SAS servers are fast, Windows XP and Windows 2000's DNS Services would quickly choose one of them as the most responsive DNS server, and consult it rather than the ones that had more meaningful information. Users would then find that they could not get to any address on the Internet. If they had tried to access a public Internet site via its IP address, it would have worked. Some users attributed this behavior to a network connectivity failure when in fact, nothing had failed - the OS had simply latched on to a DNS that couldn't resolve public addresses.
Many users found that releasing/renewing their IP Lease, or flushing the DNS cache would cure this problem, at least for a few minutes. Another solution was to stop the DNS Service (from the Control Panel/Services applet). None of these was a permanent fix. While stopping the DNS Service did prevent the OS from permanently latching onto the SAS DNS servers, it would still occasionally consult them resulting in browser errors for users.
We have implemented two changes to correct this situation. First, we have improved the performance of the production DNSs so that Windows XP and Windows 2000 will not time-out on them. Second, we have redesigned our registration process such that the SAS DNSs are no longer required. Therefore, effective 12/20/01, our DHCP servers will no longer offer the SAS DNS server addresses - only the two virtual IPs of the production DNS servers will be distributed.
If you have manually adjusted your system to point to specific DNS IP addresses, either ATTBI DNS or 3rd party DNS, we advise you to restore your DNS settings so that you can get your DNS addresses via DHCP. We also advise you to restart your Windows XP or Windows 2000 DNS Service. After you have adjusted your system, you should release and renew your IP address (or more simply, just reboot your system) to fetch the new DNS address list from the server.
AT&T Technical Support
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by nil  | | | Inside attbi POP and SMTP work as usual (PORT 110 & 25) but you may run SSL if you want. Outside attbi PORT 110 & 25 are blocked, so you must use SSL for SMTP (PORT 465) and SSL for POP (PORT 995). This is easy to setup and makes your email that much more secure.
Note: You are not allowed to send mail as anyone else than what you logged in as. If you logged into the server with johndoe@attbi.com then your "From:" must be johndoe@attbi.com
If you want to have them reply to a different address make sure you put a "Reply-to:" in the account, or message.
Here is the set-up to access the attbi POP server from outside their network:
Servers tab screen:
Incoming mail server (POP3): mail.attbi.com
Outgoing mail server (SMTP): mail.attbi.com
Account name: xxxx@attbi.com (xxxx is the ATTBI user name - MUST include @attbi.com in Account name)
Password: yyyy (yyyy is the ATTBI user password)
Log on using Secure Password Authentication: Not checked
My server requires Authentication: Checked
Advanced tab screen:
Outgoing mail (SMTP): 465
This server requires a secure connection (SSL): Checked
Incoming mail (POP3): 995
This server requires a secure connection (SSL): Checked
You can also set up your home computer's email client to run this way but it is not necessary to do so as you can get to port 110 for POP while on their network.
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by nil edited by Revcb
last modified: 2002-04-23 20:31:32 | | | You cablemodem must be "flagged" for multiple IP access. By default, every cablemodem is flagged for one IP. This is to prevent users from manually configuring and using as many IP's as they want. When you order an IP, it will flag your cablemodem for a second IP, but sometimes (and even more so during the complicated transitions) it will be accidentally reset to one IP. This can also occur sometimes when one of your computers is off and the lease for that IP expires.
How to fix it? Call the tech support number and ask for a level2 tech. tell them that they need to flag your cablemodem for multiple IP's. Unfortunately some of the less experienced techs are unfamiliar with this procedure. A more drastic solution is to go to the IP ordering page, cancel your current second IP and order a new one. This should re-flag your modem for dual IP's, but your second IP will be different.
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by GotNoRice edited by nil | | | A number of AT&T Broadband Internet customers have not been able to access the Internet even though their cable modems appear to be working. As discussed in this forum, for some people the solution appears to be manually provisioning their cable modem via the Service Activation System (SAS).
From surveying this forum, we have noticed that about half the posters report success with this process. The inability of the other half to get this process to work may be due to several factors but we suspect that some percentage can be attributed to the use of the wrong SAS regional server for the registration process. While information has been circulated as to what the 6 SAS regions are and which regional server you should use for a given market, we have recently enhanced SAS so as to prevent a user from registering in the wrong region. This post will provide the regions-to-market mapping so you can start at the right server but should you attempt to register at the wrong server, SAS will redirect you to the registration page for your correct regional server.
Who should use cable modem registration - DOCSIS vs. non-DOCSIS:
The ATTBI network supports both DOCSIS and non-DOCSIS cable modems (CMs). DOCSIS CMs are available both from AT&T and from retailers. Non-DOCSIS CMs are generally only available though AT&T for purchase or lease (most customer's have leased). If you bought your CM recently (e.g. within the last year) from a retailer it almost certainly is a DOCSIS modem. If you lease your modem, it may or may not be DOCSIS.
This is important because CM registration is only required for DOCSIS CMs. Non-DOCSIS users don't need to register their modems. Registering a non-DOCSIS modem will have no effect on your service; generally it will produce an error message from SAS. Hence, if you know you have a non-DOCSIS CM, you can stop reading here and get back on the phone to customer care.
The ins and outs of CM registration:
If your CM is "active" and your PC has a Net12 IP address (e.g. 12.x.x.x) but you can't seem to "get anywhere", the reason may be that SAS doesn't associate your CM with a valid account. SAS provides each CM with a configuration file that controls its operation. CMs that are recognized as being associated with accounts in good standing are provided with a configuration file that allows full access to the network. CMs that are not recognized as associated with a valid account are provided with a default configuration file that blocks access to all locations except the SAS registration sites. SAS uses the CM MAC address to identify the CM.
When your account was migrated to SAS, the CM MAC address should have been included, however, in some cases, the CM MAC address was missing or corrupted. These accounts were migrated anyway, but since SAS won't ever be able to associate the customer's actual CM MAC address with their account number, these CMs will get default configuration files and be blocked from accessing the general internet. Manual registration can fix this by re-establishing the association between the CM MAC address and the account number.
The process is simple, just use your normal browser to visit your regional SAS registration website via your CM, and enter your account number. SAS will get the CM MAC address automatically and associate it with the account. Then SAS will update its database so that when your CM is next powered up, it can download the new configuration file that allows full access. There are several prerequisites:
a) As stated above, you must be using a DOCSIS CM.
b) This can only be done through your DOCSIS CM - the IP traffic to the SAS registration server must pass through your CM. You can't do this from a friend's house, a dial-up account, etc., since SAS won't get your CM MAC address.
c) You must know your 16 digit account number. Your account number should be on your bill or on other material that AT&T has provided you (like the paperwork you received when you first signed up for service). Your registration code is the last 9 digits of your account number. (This is the code for this migration -- the codes will be different in the future and customers will get them directly from AT&T Broadband.)
d) Your account must be in good standing (e.g. not suspended for non-payment, etc.). If your account is not in good standing, SAS will give you an error and you will have to call Care.
e) Your account must be successfully loaded into SAS. It is possible that there are some accounts with corrupted account numbers or that failed to load for other reasons. This process will not work if SAS doesn't have your account number. In this case, SAS will give you an error and you will have to call Care.
f) Your CM must have connected with the network - e.g. the "cable" or similar light must indicate normal operation. Otherwise, you will have to call Care.
g) Your web browser should not be configured to use a proxy server - it should be configured for direct connection to the internet. Also, your PCs network settings should be configured for the ATTBI network: DHCP on, no manual DNS, no system name.
Here's the process:
1) Open your browser and enter the URL from the list below that corresponds to your location.
2) You will get a page ("SAS Main Authentication Screen") that prompts you for your 16 digit account number and 9 digit registration code. The registration code is the last 9 digits of your account number. Enter these values and click the "Submit" button.
Note: if you have selected the wrong region, SAS will redirect you to the SAS Main Authentication Screen for your correct region. You will see the same page as you just saw reappear with bold face text that says: "Please logon again, you were using the incorrect region on your last attempt".
3) Once you have logged on to your correct region, you will get one of the following 4 responses:
3.1) If you have no CM associated with your account:
If you have no CM associated with your account (e.g. the account data was migrated without a CM MAC address), then SAS will automatically associate the MAC address of the CM you are currently using with your account, and return a page titled "Device Registered/ISPs" that says:
"You are currently subscribed to the following service. To make changes to
this subscription, please contact AT&T Broadband directly"
below which you should see a box with the words:
"AT&T Broadband Internet (active)"
There is no button or further instructions on this page. However, for your CM to get the correct configuration file, you need to power it off (by pulling the plug from the wall), wait 2 minutes, and plug it back in. Then you should restart your PC. When you do both of those things, the CM should have an updated configuration file (one that lets you access the internet) and your PC should be able to access sites on the public internet (assuming the rest of your PC is properly configured).
3.2) Corrupted/different CM MAC address:
If you had a corrupted/different CM MAC address associated with the account,
then SAS brings up a page titled "Unrecognized Cable Modem" which says:
"[Customer Name]: Are you using a new cable modem? This one is not
currently registered. Would you like to register this cable modem?
Currently registered cable modem: [drop down list]
To replace a cable modem, select its name and click Replace."
In the drop down list you should see the CM MAC address that is currently in the SAS database. This will not match the MAC address of the CM you are using. Click on this entry in the drop down list (there should only be one entry) and then click the "Replace" button.
You will then see the page titled "Replace Cable Modem" which will say:
"Enter a name for your cable modem, or submit the default name shown below:
Modem name: [Cable Modem 2]"
Accept the default name or enter your own. Then click the "Submit" button and SAS will display the "Device Registered/ISPs" page, that says:
"Cable Modem 2 is currently registered with your account.
To complete the process please take the following steps:
* Click here to reset your Cable Modem. Once your modem has
been reset, restart your computer.
You are currently subscribed to the following service. To make changes to this subscription, please contact AT&T Broadband directly
AT&T Broadband Internet (active)"
You can click the "here" link to reset your CM or you can power cycle it. If you click the "here" link, SAS will display a blank page after it resets your CM. You will see the lights on your CM blinking in the same way they do after you power it up.
3.3) If your account doesn't exist:
If your account doesn't exist in SAS, or you enter an invalid account number, you will see the "SAS Main Authentication Screen" again with bold text that says: "Registration Failed - Please try again." If you are entering your account number correctly and get this response, you will have to call Care at the number provided on the screen.
3.4) If your account is Blocked or Suspended:
If your account is blocked or suspended, SAS will display a page titled "SAS Error" which says:
"An error has occurred:
We're sorry, but we can not allow this Account Number access to the system since the status of the account is: suspended [or blocked]
For help with this error, please call AT&T Broadband Customer Care."
In this case, you will have to call Care.
SAS Regions
Here are the SAS regions two ways, by state and by SAS region. Note: we give both URLs and IP addresses below because IP addresses have been circulating in this forum. While the IP addresses are correct as of 12/20/01, they are subject to change and we encourage all users to use the URLs instead.
California (except Sacramento): Region 2
Sacramento: Region 4
Colorado: Region 4
Connecticut: Region 6
Georgia: Region 6
Illinois: Region 5
Indiana: Region 5
Michigan: Region 5
Montana: Region 4
Ohio: Region 6
Oregon: Region 1
Pennsylvania: Region 6
Texas: Region 3
Utah: Region 4
Washington: Region 1
Wyoming: Region 4
Region 1 Seattle SAS Region
URL = »https://sas.r1.attbi.com
IP = 12.242.16.8 and 12.242.16.9
Serves: Oregon, Washington
Region 2 Redwood City SAS Region
URL = »https://sas.r2.attbi.com
IP = 12.242.17.8 and 12.242.17.9
Serves: California except Sacramento
Region 3 Dallas SAS Region
URL = »https://sas.r3.attbi.com
IP = 12.242.18.8 and 12.242.18.9
Serves: Texas
Region 4 Denver SAS Region
URL = »https://sas.r4.attbi.com
IP = 12.242.19.8 and 12.242.19.9
Serves: Utah, Wyoming, Colorado, Montana, and Sacramento CA
Region 5 Detroit SAS Region
URL = »https://sas.r5.attbi.com
IP = 12.242.20.8 and 12.242.20.9
Serves: Michigan, Illinois, and Indiana
Region 6 Boston SAS Region
URL = »https://sas.r6.attbi.com
IP = 12.242.21.8 and 12.242.21.9
Serves: Connecticut, Pennsylvania, Ohio, Georgia
Conclusions
If you meet the conditions above, and if a corrupted or missing CM MAC address is the cause of your problem, this process should get you back in service. If it does not, you will have to consult Care.
If you have followed this process before but picked a region at random, or know now you picked the wrong region, and your service is not working, follow the process above.
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by nil | | | If you still have the @Home proxy server loaded on your machine, it may cause you to have connectivity problems on the ATTBI network. To see if you have the proxy, go to IE properties->connections->LAN settings. If you see "http://proxy:8080" in the "use automatic configuration script" box, delete it and any other writing you see and uncheck all the boxes. Next, go to start->run->type "regsvr32 -u ahiehelp.dll" (minus quotes) then hit "OK". A message should pop up saying that the command was successful. You must reboot to finish the procedure. Congratulations, your computer is now proxy free!
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by Revcb edited by nil | | | Does your tracert resemble this...?
4 9 ms 10 ms 9 ms POS5-0-0.TJGACA1-RTR1.we.mediaone.net [24.31.60.
141]
5 9 ms 9 ms 11 ms POS9-0-0.LSANCA3-RTR1.we.mediaone.net [24.31.60.
189]
6 11 ms 15 ms 9 ms SRP4-0.LSANCA2-GSR1.mediaone.net [24.130.2.243]
7 9 ms 10 ms 11 ms SRP4-0.LSANCA1-GSR2.mediaone.net [24.130.2.242]
8 20 ms 10 ms 9 ms we-24-130-31-36.we.mediaone.net [24.130.31.36]
9 11 ms 14 ms 11 ms POS3-3.ORNGCA4-GSR1.socal.rr.com [66.75.161.2]
10 683 ms 679 ms 676 ms pop1-las-P7-1.atdn.net [66.185.137.141]
11 671 ms 671 ms 668 ms bb2-las-P0-0.atdn.net [66.185.137.133]
12 669 ms 674 ms 662 ms bb2-sun-P5-0.atdn.net [66.185.152.46]
13 664 ms 665 ms 664 ms bb1-sun-P1-0.atdn.net [66.185.152.1]
14 681 ms 674 ms 675 ms bb1-hon-P2-1.atdn.net [66.185.152.9]
15 1328 ms 1315 ms 1309 ms bb1-sun-P7-3.atdn.net [66.185.152.10]
16 1322 ms 1316 ms 1321 ms bb1-hon-P2-1.atdn.net [66.185.152.9]
17 1978 ms 1987 ms 2001 ms bb1-sun-P7-3.atdn.net [66.185.152.10]
18 1937 ms 1933 ms 1918 ms bb1-hon-P2-1.atdn.net [66.185.152.9]
19 2607 ms 2576 ms 2605 ms bb1-sun-P7-3.atdn.net [66.185.152.10]
20 2583 ms 2595 ms 2621 ms bb1-hon-P2-1.atdn.net [66.185.152.9]
21 3277 ms 3222 ms 3213 ms bb1-sun-P7-3.atdn.net [66.185.152.10]
22 3262 ms 3294 ms 3283 ms bb1-hon-P2-1.atdn.net [66.185.152.9]
23 3861 ms 3802 ms 3850 ms bb1-sun-P7-3.atdn.net [66.185.152.10]
24 3830 ms 3809 ms 3796 ms bb1-hon-P2-1.atdn.net [66.185.152.9]
(thanks djrobx)
...Then this might help:
open IE go to sas.r1.attbi.com
type in account # and reg code (last 9 digit of account #).
click tools/ internet options/ connections tab/ lan settings/
put a check mark to use proxy servers and bypass proxy servers
under address type in sas.r1.attbi.com (it depends on the region the sub is in could be r2...r6)
under port type in 8000
click advanced under exceptions type in *.r1.attbi.com (again it depends on what region they're in)
click ok,ok
then countinue registering
when active shutdown computer
reset modem
wait for block sync
turn on pc
open IE and uncheck proxies
they should be online....
(Thank you royzone)
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by Revcb | | | 1. Do a trace route from your computer to a site, like dslreports.com. Take note of the first hop and write it down. The I.P. address is the CMTS.
2. Set your computer I.P. address manually. Set your I.P. address like the first hop. Set your subnet mask to 255.0.0.0. And set your default gateway to that first hop.
EX. First hop address is 10.1.1.1
I.P. address 10.1.1.85
Subnet mask 255.0.0.0
Default Gate 10.1.1.1
3. Check if you can ping the CMTS. Type "ping 10.xx.xx.xx". If you get a result then you are ready for the next step. If not change the last part of the I.P. address to a different number.
4. Now if you have the regular service your config file name is hsd1.5M.cfg. If you have the higher service your config file is named hsd3.0M3.cfg. Find the ip address of your tftp server. Here are the address for all regions.
California (except Sacramento): Region 2
Sacramento: Region 4
Colorado: Region 4
Connecticut: Region 6
Georgia: Region
Illinois: Region 5
Indiana: Region 5
Michigan: Region 5
Montana: Region 4
Ohio: Region 6
Oregon: Region 1
Pennsylvania: Region 6
Texas: Region 3
Utah: Region 4
Washington: Region 1
Wyoming: Region 4
Region 1 Seattle SAS Region
URL = »https://sas.r1.attbi.com
IP = 12.242.16.8 and 12.242.16.9
Serves: Oregon, Washington
Region 2 Redwood City SAS Region
URL = »https://sas.r2.attbi.com
IP = 12.242.17.8 and 12.242.17.9
Serves: California except Sacramento
Region 3 Dallas SAS Region
URL = »https://sas.r3.attbi.com
IP = 12.242.18.8 and 12.242.18.9
Serves: Texas
Region 4 Denver SAS Region
URL = »https://sas.r4.attbi.com
IP = 12.242.19.8 and 12.242.19.9
Serves: Utah, Wyoming, Colorado, Montana, and Sacramento CA
Region 5 Detroit SAS Region
URL = »https://sas.r5.attbi.com
IP = 12.242.20.8 and 12.242.20.9
Serves: Michigan, Illinois, and Indiana
Region 6 Boston SAS Region
URL = »https://sas.r6.attbi.com
IP = 12.242.21.8 and 12.242.21.9
Serves: Connecticut, Pennsylvania, Ohio
Gotten from Danboy.net aka djdanska's website.
Find your region and write down the I.P. address.
5. Now it is time to fetch the config file.
Choicelink users type: "tftp GET hsd1.5M.cfg".
Ultralink user type: "tftp GET hsd3.0M3.cfg".
6. Now that you file time to look at. Download this file: [url]»www.servodata.com.pl/ftp/ELSA/DA···xe[/url]. Rename the config file to a name like default.cfg or something. Then type in the command "docdisas default.cfg"
There you go now you can see what your caps are and more.
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by racer9876 edited by Revcb
last modified: 2003-02-02 18:55:08 |
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