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# Unable to Stay Connected to the Internet

If you are experiencing unexpected disconnections from the Internet, following these troubleshooting guidelines may assist you in resolving the problem.

## Check for Disconnection of the Modem or Router

Verify that your router and modem are connected properly to your telephone or cable line and to your computer, and have not inadvertently been switched off or placed on standby.

## Verify That You Are Not Using Outdated Modem Software

Often, updating modem drivers or firmware can enhance performance and increase a modem's tolerance of line noise or errors. Modem manufacturers are constantly working to improve the quality of connections made by their modems. To get the most out of your computer and the AOL service, it is important to maintain the highest performance possible from your modem. As new technologies are developed and bugs are discovered and corrected, modem manufacturers release updated firmware or modem drivers so customers who own one of their modems can take advantage of these developments. Some modems use firmware or modem drivers. Check with your modem manufacturer to see if there are updates to your modem.

## Verify the Adequacy of Your System Resources

Modems are dependent on system resources. It is possible that a new program or software application recently installed on your computer has reduced the amount of system resources available to other applications or hardware. Memory-resident programs such as memory managers, device drivers, and Terminate-Stay-Resident (TSR) programs can cause modem connections to fail. It may be necessary to run fewer applications simultaneously in order to get these types of modems to work more efficiently.

## Check for Software Conflicts

In some cases, when you are trying to pinpoint the exact time connections started getting worse, a corresponding event can be identified such as the installation of another software program. Due to the number of different possibilities of software conflicts, some investigation may be necessary to track down the root cause of the problem.

## Check if You Have Done Any Modifications or Additions to Phone Equipment

New phone or other communication equipment in home such as Fax machines, answering machines, additional extensions, or home networking equipment may be the source of additional noise on the phone line. Testing for these problems can be as easy as temporarily removing other equipment (especially if it has recently been added) and seeing if the disconnect problems improve. Remember when testing for problems by disconnecting other phone equipment, it is not the power supply which needs to be unplugged but the phone cord attached to the jack on the wall which should be temporarily removed. Even the installation of additional telephone lines that run through various parts of the house can be problematic if they were not correctly installed.

## Investigate Human Interaction

In a home with multiple telephones, a person picking up another extension in the house can cause a modem to disconnect. Fax machines or other computer modems can also pick up the line and start dialing without sensing that the line is clear. There is usually no way to know that the phone line is being used by a modem without picking up the receiver and listening for a dial tone. At this point, it is often too late to avoid having the modem drop the connection.

## Disable Call Waiting

If call waiting is enabled while you are signed on to the AOL service, your modem connection will be interrupted when the call-waiting signal is received.

## Determine Whether There Is Line Noise

Modem connections are more susceptible to noise than voice communication. The original telephone lines were created to carry verbal communications. When noise interferes with the signal on the phone line, the computer's modem has trouble talking to the AOL modem on the other end. If the modem cannot be sure it is still connected because the noise is so bad, or the PC is too busy to control it, it can lose contact with the AOL service entirely, causing the modem to disconnect. Sounds like static, popping or other conversations usually indicate noise on the phone line. However, noise that can cause problems with a modem may not always be detected by simply listening to the receiver. Electromagnetic interference can be a factor in causing your modem to disconnect. Most residential-grade phone wiring is susceptible to such interference because of its lack of shielding. Phone lines should not run parallel to other wiring for extended distances. The phone line should not pass too near to digital electronics such as computers and CD players. Radio- frequency (RF) electronics such as TVs, radios, and microwave ovens, and devices with motors such as fans and appliances are sources of electromagnetic interference. Other sources may include lights with dimmers, lights that use fluorescent bulbs, and electrical appliances that use a lot of power. Older phones can also create line noise, as they were never designed to take modem use into consideration. Poor quality phone wiring is a common problem in older houses. The wiring may have been adequate for voice phone calls, but modems require higher-quality wiring.

For more information, see:

Resetting Your Modem

Disabling the Mac Firewall

Checking Modem Script

Adding Access Phone Numbers to a Location

Restarting Your Computer

Reinstalling AOL Desktop for Mac