These simple troubleshooting tips solve the majority of connectivity problems reported by iPass users.

iPass network works with the following Platforms:

• Windows XP (SP1 or later), 2000 (SP4 or later)

• Mac OS X (10.3.x, 10.2.0 to 10.2.8, 9.2, 9.1, 9.04 * , 8.6 *)

• Pocket PC 2002 and 2003 **;

  * Does not support global broadband roaming
  ** Pocket PC phonebooks have fewer POPs so they will fit in the PDA's available main memory bank. Wi-fi hotspots are available to some locations on USA only.

This client software includes the iPass phonebook, connection scripts, special dialing rules and more that helps keep you connected while you're traveling. Contact our Support Team to obtain the latest software.

Check your username and password

Be sure you are including the @domain at the end of your username. This is typically your complete e-mail address. For example, if your username is jsanders and your company domain is company.com, then your iPass username is jsanders@company.com. The iPassConnect software has a separate field for the @domain suffix and usually is already filled in.

Update your iPass phonebook

The iPass phonebook is updated weekly to ensure that high-quality, redundant and dependable service from more than 200 local ISPs is always available. Before traveling, update your phonebook with the latest access numbers. From the main screen, click on Options, then Update Phonebook. If you are not using iPassConnect client software, please contact your service provider and follow their phonebook update instructions.

Confirm you are using the appropriate dial-string prefix
Many hotels and offices require the use of a prefix (usually 8 or 9) when dialing out. Make sure you are using the correct prefix before dialing your access number.

Try a different access number

iPass builds service redundancy into major business centers around the world to protect against service outages. If one access number isn't working, choose another local number from your updated iPass phonebook. Chances are you'll be connected in moments.

Verify that Dial-Up Scripting is installed
Microsoft Windows Dial-Up Scripting support is required when dialing iPass access points. Scripting support is automatically installed with:

• Windows 2000 (Service Pack 4 or later)

NOTE: Windows 95, 98 and NT is not supported.

Additional problems

If the troubleshooting guide and iPass Quick Start Guides do not solve your problems, contact your support desk. Support desk personnel receive specialized training from iRoam to help them quickly resolve complex connectivity issues. They will escalate the problem to iRoam if appropriate. To assist in troubleshooting, please have the following information available:

• Operating system and version

• iPass client software type and version

• Access point dialed (city and phone number or POP)

• Any error message you received (including error number, if known)

• Approximate time and day of dial attempt (s)