Dialup Problems

• Error 680: There was no dial tone.
• Error 691: Access was denied because the username and/or password was invalid on the domain.
• Password expires after logging in with no prompt to change it.
  

Error 680: There was no dial tone.

This message indicates that your computer's modem is not detecting a dial tone while trying to dial out. This could be caused by one or more of the following:

• The phone line is not plugged into the computer
• The phone line is plugged in incorrectly
• If you have voicemail on your phone line, you may have messages waiting
• The jack your telephone line is plugged into may be faulty
• Your computers modem may be damaged

To resolve this problem, first, make sure there is a phone line running from a wall jack to the phone jack on the computer. It is important to note, especially on desktop computers, there may be more than one phone jack, but only one will work. If you have two phone jacks on the back of your PC, each should be labeled with either a word, or a picture. One should be labeled 'Line' or have a picture of a wall jack. This is the correct jack to plug the phone cord into. The other jack will be labeled 'Phone' or have a picture of a handset or a telephone. You may plug a phone into this jack if you wish, but this is not required.

If you have determined that the telephone cord is connected properly, and you subscribe to voicemail from your telephone company, check to see if you have any messages waiting. Usually when you have messages waiting, the phone system will alert you by sounding a "Stutter Dial Tone" when placing a call or lifting the receiver of your phone. When this occurs, your modem may not be able to dial out until the messages are cleared, and a normal dial tone is restored.

If you are still not getting a dial tone at this point, the next step to take is to test the phone jack you are trying to dial out on. This can be done simply by plugging a standard telephone into the same wall jack your computer is plugged in to. If you hear no dial tone when doing this, you may need to consult the telephone company, or other telephone repair person. If you do hear a dial tone, it is possible that your modem is defective.

After following the above steps, if you still are getting a no dial tone message, you will need to contact the Help Desk.

Error 691: Access was denied because the username and/or password was invalid on the domain.
 

This message means that either you are using an incorrect password, or your RAS account is expired, disabled or locked out.

Remember that your password is CASE-SENSITIVE! "password" is not the same as "PASSWORD". Double check to make sure your Caps Lock is not on, and try again.

To resolve this particular issue if the above does not help, please contact the Help Desk.

Password expires after logging in with no prompt to change it.
This issue is generally caused by one of the following:

• The Cisco Secure Authentication Agent is not runningThe Cisco Secure Authentication Agent is not installed
• The Cisco Secure Authentication Agent is damaged

To determine if the agent is running - look for an icon like the one circled in the picture below:


If you do not see this icon, check on your desktop for a folder called "Cisco Secure Authentication Agent". If you do not see this folder, the agent is not installed. If you see the folder, double click it, and then double click the icon labeled default (It might be labeled 'default.caa' instead).


Once you double click on the icon, you should see a short 'splash screen' that says Cisco Secure Authentication Agent. Once this screen disappears, you should see the icon pictured above. If you do not, the agent may be damaged.

In order to repair a damaged agent, you must uninstall, and reinstall it. In order to uninstall it, click Start, Settings, Control Panel. In the control panel, double click on Add/Remove Programs, hilight "Cisco Secure Authentication Agent", and click "Change/Remove".


After you click the "Change/Remove" button as shown above, simply follow the on-screen prompts to complete the removal of the agent. After the uninstall is finished, you may wish to reboot your computer before proceeding to re-install it.

Now go to the Remote Access Help page, and follow the directions to reinstall the Cisco Secure Authentication Agent.

If you continue to have the same problem after following all steps above, please contact the Help Desk.