Nortel Networks NN46110-602 - Manual (Page 73)

Chapter 4 Troubleshooting 73
Nortel VPN Router Troubleshooting
1 Confirm that the modem is attached and working properly by running a
terminal emulation program at their remote workstation, such as,
Hyperterminal*, and issuing the AT command. If the response is AT OK, the
modem is operating correctly.
2 Verify that there is a PPP dial-up connection over the internet. To do this,
before trying to establish an extranet access or PPTP connection, have them
try Web browsing www.nortel.com or another Web site. If the remote user can
access the Web site, their PPP dial-up connection is working properly. See the
section
"Common client connectivity problems" to further troubleshoot the
connection problem. If the remote user still cannot verify that their dial-up
connection is working properly, continue with step 3.
3 Ask the remote user to check that their modem type and settings are
configured properly. To do this, they right-click on the Dial-Up Networking
connection icon (the icon they click to dial their connection) on their desktop
to view its properties. Verify that these settings are correct for their modem
configuration.
4 If the remote user is connected but unable to access any resources or servers,
have them go to the Start menu and check their system's connection
information, select Run, and type
winipcfg in the text box (or ipconfig if
using Windows NT). Ask them to view the statistics for their PPP adapter and
confirm that the entries match those provided by the Internet service provider
(ISP).
5 If the remote user is still unable to view resources or servers over their PPP
dial-up connection, contact their ISP to see if any connection attempts were
logged from the user, and for additional troubleshooting assistance.
Common client connectivity problems
Extranet connection problems
If the client is successfully connecting to their ISP, but is having problems
accessing their intranet over their PPTP or IPsec VPN Client connection, have
them check the following areas to further troubleshoot their connection problem.
The following messages and their associated cause and action statements are
directed to the IPsec VPN Client user at the remote workstation. This information
is also available in the VPN Client online Help.