Resolving Internet Connection Problems on Windows Millennium

The knowledge gained in reading, researching, and hands-on experience obtained as a help desk technician still comes in handy for resolving issues with friends' and family's computers.

For instance, my sister and her husband--believe it or not--still use dial-up internet. For the last month when dialing into their server, no dial-up sound could be heard, which of course meant no connectivity. Eventually, my sister tired of this dilemma and called for help: "Can you come over and check our computer to see why we can't get on the internet? Our ISP told us that we needed to download a new modem driver, but how am I supposed to do that when the computer won't connect to the internet?"

Their basement office revealed three older model desktop computers, and two ancient deskjet printers. Now, understand that anytime I get a call to resolve one problem on a computer, by the time I've arrived more computer tasks have been added. So be it. After installing internet and checking connectivity on a cast-off from her son, it was time to check the problem computer, an HP with Windows Millennium. Once the user id and password were entered, the message, "can not connect," appeared. Opening the modem icon in Control Panel revealed two modems listed, a Lucent and US Robotics. "The Lucent is the one we should be using. We replaced the US Robotics after it was hit with lightening," my sister stated. "Uh huh," I replied. "Do you have the installation CD." She shuffled through drawers and cabinets, unable to locate the CD.

Normally, before deleting a modem, it is best to have the installation CD. Since the installation CD was not available, I deleted both modems, and restarted the computer, hoping Windows plug and play would find and install the desired modem. If that failed, the next step would be opening the computer to check the physical modem to determine which modem driver was needed. Then, go home, get on the internet from my computer, go to the manufacturer's website and download the modem driver onto a CD.

Fortunately, Windows plug and play found the modem-US Robotics, not Lucent-and installed. Connectivity restored. Only one problem. Now the keyboard didn't work. I checked for conflicts in Device Manager. None found. I deleted the keyboard from the device list, and restarted. Plug and play found the keyboard and reinstalled. The keyboard worked fine. Dialed up the internet again-the keyboard quit working. Checked the keyboard icon in Control Panel and found the keyboard listed as a multi-media keyboard. Device Manager listed the keyboard as a Standard Windows keyboard. "Oh, I'm glad you said that," my sister stated, "because the keyboard I attached to the first computer you worked on is a multi-media keyboard." Deleted the Standard keyboard from Device Manager. Switched the physical keyboards. Rebooted. Windows Plug and Play found the multi-media keyboard driver and installed. Dialed up the internet, connected, and the keyboard worked. Problem resolved.

Sis was overjoyed as now she could print out the recipe she wanted from the internet.