Global Connect Troubleshoot Guide

Here are answers to some common problems. If you require technical support while roaming,

Should you encounter any problems connecting to an access number, try an alternate number within the region you are traveling. If you can connect successfully to another number, it may indicate that the initial access number or the site is temporarily unavailable. Also, make sure that you are dialing the required prefixes and local dial code for the region (many hotels require that you dial a prefix, such as 9, to get an outside line). If you are unable to connect to other access numbers, this may indicate that your modem is not connected properly to the phone line or that you have a compatibility problem. If this is the case, consult technical support or your modem manufacturer.

If you can’t hear a modem sound on the other end of the line, any of the following could be the case. Make sure that your modem is turned on and properly connected to your computer and that the line is fully connected between the jack and modem. Also, it is possible that the phone system you are trying to connect to is digital as opposed to analogue. If the system is digital, you will need to have a special adapter to connect. The only alternative is to request access to a fax line, since they must be analogue to function. Check for pulse or tone dialing to ensure you select the appropriate option in your software. You can call the modem number with your handset to ensure that it is a valid ISP line. If it is a valid ISP line, you will here the “handshaking” sound of a modem trying to communicate. If the access number has been incorrectly published, please advise technical support.

This is a generic message in your connection software that can indicate that you are using an incorrect login/password. Use the same password that you use at your home Internet service provider to connect remotely; however, don't forget to add @global.pathcom.com after your user name. If difficulties continue, consult Pathway Communications to ensure your account is active and that you are using the correct user name and password.

Occasionally there are times when an access point will be busy. The Pathway Global Connect service often solves this problem by offering many access point options in the same calling area. If this is not an option, wait a few minutes and try connecting again.

Slow Network Response

A noisy telephone line often causes slow transmission speed; this is often the case in hotels. This can cause modems to work at a slower baud rate than their top speed because the modem has to correct for data errors. Most Pathway Global Connect access numbers support connections of at least 28,800bps but can be hindered by the telecommunications network in the specific country.

This could be a result of line noise. Your line might drop out unexpectedly if the country you are visiting has a poor telecommunications system or the line you are trying to connect to has audible interference. In this case you will need to disconnect and redial in through the access number.