These notes supplement the ‘Help’ files that come with the c1ik range of products.
If you have a problem connecting with c1ik, we hope you are conscious of the fact that the product cannot exhibit localised ‘behaviours’ per se. Either the c1ik system is ‘up’ (and everyone can use it) or it is ‘down’. We are very pleased to report that c1ik has never suffered a day’s loss of service since it began. Hence, when a Customer experiences problems accessing the internet with c1ik it will invariably have to do with their modem, or local telephone service. This help is mainly about what to do to get your modem working properly.
If this Help fails to resolve your issue the next stop is our 24 hr Technical Support helpline, 0905 051 0511. We do charge for this service (49p per minute from a BT landline) but that’s because mostly we are helping Customers with their modem problems.
Basic Connection Troubleshooting
Can’t connect? Look here first…
- Check minimum system requirements (as listed here) – do you comply?
- Are you using a modem cable or a phone cable? Switch to a proper modem cable (all new laptops/PCs with a modem are supplied with one).
- Did you recently use a PC Card (PCMCIA card) modem or mobile phone modem? If you did, run c1ik and select your internal modem on the c1ik control panel under OPTIONS>MODEMS. Windows XP users, try uninstalling your modem and restarting. Windows will reload your modem drivers automatically. There is no need to reinstall them yourself. To uninstall you modem, go to Start>Control Panel>System> Hardware>Device Manager>Modems and right click ‘Uninstall’, then restart.
- Make sure the computer is not trying to dial multiple connections, that it has no fax software, etc using the modem.
- Reconnect and reinstall any external modem
Advanced Connection Troubleshooting
Still can’t connect? Here is detailed help on specific Windows error messages.
Error 633: The modem (or other connecting device) is already in use or is not configured properly.
You may receive this message if you your modem is not installed correctly, but more likely it is because you have recently used another connecting device, for example a Wi-Fi PCMCIA card and this is still your default modem. To correct the problem, stop and remove the device and reboot your computer (see ‘Basic Connection Troubleshooting’ above). If this fails to correct the problem, uninstall the device software which is causing the conflict, reboot and try again. You should connect successfully this time.
Error 678: The remote computer did not respond. For further assistance, click More Info or search Help and Support Centre for this error number.
You may receive the message if your modem is not able to establish a connection with the remote server because of a server error. Try again in a few minutes. If you are still unable to connect, contact Technical Support.
You may also receive this message if you have entered a recharge PIN number and are trying to connect for the first time. Please re-enter the number carefully and try again.
Error 691: Access was denied because the username and/or password was invalid on the domain.
This error message is most commonly seen when the allotted time has expired. You can top-up (RECHARGE) by buying a new PIN from this Web Site or a new CD or PIN from your supplier. This error message can also be seen if the user is using an invalid version of the CD, either because it was copied or because the hidden username and/or password has been hacked. Please return any invalid products to us and we will investigate the matter further.
Error 721: The remote computer did not respond. For further assistance, click More Info or search Help and Support Centre for this error number
If you receive this message after trying to connect first reboot your computer and try again.
If you still receive this error message, please follow the procedure for Error 633.
If you used the Downloadable version (i.e. the version purchased from this Web Site) and you still receive this message after rebooting, uninstall your c1ik software, reboot, and then reinstall your software. Try to reconnect. If you continue to receive this error message, please follow the procedure for Error 633.
Error 745: An Essential File Is Missing
You may receive this message when you attempt to connect to a remote computer by using any form of Dial-Up Networking, including c1ik. This issue can occur when a Dial-Up Networking dynamic-link library (.dll) file is missing or damaged. You will need to reinstall Dial-Up networking. For more information see the Microsoft Knowledge Base article Q174579.
Error 777: The connection attempt failed because the modem (or other connecting device) on the remote computer is out of order.
You may receive this message if your modem has failed to operate correctly. If the modem is external, power cycle it (turn it off and back on again) making sure that the modem and any external cables are plugged in securely. If the modem is internal, reboot the computer. It may be necessary to have an engineer check the PCI or ISA slot seating on an internal modem. Please take extra care with electricity if you are planning to do this yourself. Ensure that the device is switched off and unplugged from the mains. Ensure that any inspection by you of the interior of the device does not invalidate the manufacturer’s guarantee.
Error Starting Programme: The C1IK.EXE or CYBERTYE.EXE file is linked to missing export ASAPI32.DLL:RasEnumDevicesW (or similar)
This message indicates that you do not have a modem installed, or that the drivers are not installed correctly. To check that you have a modem installed go to ‘Start’>’Control Panel’>’Phone and Modem Options’ (‘Modems’ Tab). Your modem should be listed. Check that it is working properly by clicking ‘Properties’ and confirming ‘Device Status’.
If there is no modem listed, you need to install one. If your computer is not shipped with an internal modem, you can buy an external one. The most convenient type of external modem in use today fits into your PC card slot (PCM CIA card).
If there is a modem present but the device does not appear to be working properly, you may need to reinstall the drivers. To do this go to Start>Control Panel>Phone and Modem Options and ‘Remove’ the modem. Then turn off the computer and then turn it back on. Windows should find the modem and reload the drivers. If Windows fails to find the modem, use the ‘Add New Hardware’ wizard in Control Panel. If Windows still fails to find the modem, consult the manufacturer of the hardware.
Other Errors
My Select Modem option is Dimmed (OPTIONS menu)
On most computers the option to 'select modem' in the ‘OPTIONS’ menu of the c1ik control panel is dimmed and not selectable. This option is only active if the computer has multiple modems configured. If this is the case the option allows customers to select the "active" modem.
My c1ik Time Remaining Message is Blocked
On some systems the time remaining is not displayed when you mouse over the c1ik icon in the system tray. This is usually a firewall issue. If the Customer has a firewall turned on they must ‘Allow’ our messages. If c1ik messages are not ‘Allowed’, the system will not display messages but will permit modem call connections
Didn’t find an answer here to your modem problem?
Oh! The joy of computers. We are very sorry to hear it, but please don’t be discouraged. There are many more sources of help.
- Examples of other websites with good troubleshooting guides are:
http://www.modemhelp.net/errorsindex.shtml
http://xtra.co.nz/help/0,,6155-929629,00.html#1
http://ask-leo.com/