Maintenance

• Does GlobeTrotter offer support for computers running Windows NT?
• What restrictions is GlobeTrotter High Speed service technical assistance bound to?
  
• What is the responsibility of GlobeTrotter High Speed service in the case where someone accesses my computer system?
  
• Everything appears to be in proper working order but I cannot access the Internet. Why?
  
• How can I diagnose a GlobeTrotter High Speed service problem?
  
• What do I do if my modem is defective?
  
• I can no longer transmit a fax after installing my GlobeTrotter High Speed service. Why?
  
• After installing the ADSL modem and provided filters, I hear a background noise on some of my telephone equipment. What can I do to solve the problem?
  
• At times, I notice that my GlobeTrotter High Speed service link is not faster than my 56 Kbps modem link. Why?
  

1. Does GlobeTrotter offer support for computers running Windows NT?

Yes. Only if your configuration is the same as for Windows 95/98/2000. However, your must realize that some games cannot run under NT and that this O/S will not automatically recognize your Ethernet Network board.

2. What restrictions is GlobeTrotter High Speed service technical assistance bound to?

GlobeTrotter offers technical assistance in the following cases:

• Stand-alone systems (non network) using O/S Win95/98/2000 and Mac;
• ADSL modem;
• From the telephone jack to the ADSL modem and from the ADSL modem to only one stand-alone computer (non network) unless you have made prior arrangements with GlobeTrotter.

GlobeTrotter DOES NOT OFFER TECHNICAL ASSISTANCE in the following cases:

• Ethernet Network board installation;
• BIOS USB activation;
• Ethernet Network board configuration if the O/S does not recognize it;
• Systems with incompatible connection problems (software or hardware);
• Intranets;
• Privately owned servers.

3. What is the responsibility of GlobeTrotter High Speed service in the case where someone accesses my computer system?

GlobeTrotter does not accept any responsibility in the case of wrongful computer access that would alter your computer data. Data confidentiality rests upon the user.

4. Everything appears to be in proper working order but I cannot access the Internet. Why?

GlobeTrotter uses a DHCP server that allocates dynamic IP addresses. Ensure that you have not selected a static address or a gateway during configuration.

5. How can I diagnose a GlobeTrotter High Speed service problem?

Usually, you will find two types of problems: physical and software.

Follow these steps to make a proper diagnostic:

• Check your modem at home.
  With modems used for GTHS service, ensure that POWER, ADSL and ETHERNET or USB light indicators are ON. These indicators let you know that your telephone line is in proper working order and that your LVM modem is synchronized with the one from the telephone exchange.
  
• Check your software connection.
  In DOS mode, enter c: ping 127.0.0.1. If you get a reply, you know that your network board and TCP / IP protocol are properly installed.
  Still in DOS mode, enter c: ping 142.169.1.21 or any other address that you know. If you get a reply, you know that your Internet connection is good. In the contrary, check the connection between you ADSL modem and your computer. If everything appears to be working and that you still cannot connect to the Internet, contact GlobeTrotter Technical Support.
  If both of the above are correct but you still cannot browse the Internet, we recommend that, remaining in the DOS mode, enter c: tracert www.globetrotter.net or any other address that you would like to reach. You will be able to follow the route of your request. If there is a problem, for any reason, you will be able to see exactly where the connection has failed.
  
  
• If the problem persists, contact GlobeTrotter Technical Support.

6. What do I do if my modem is defective?

After checking with a GlobeTrotter technician and recognizing that in fact your modem is defective, you can replace it at an authorized dealer as referred by the technical expert.

7. I can no longer transmit a fax after installing my GlobeTrotter High Speed service. Why?

You must use your analog modem to transmit a fax. Make sure that the proper filter has been installed between your telephone jack and your modem. You will normally require a filter if you wish to connect to GlobeTrotter with an analog modem.

8. After installing the ADSL modem and provided filters, I hear a background noise on some of my telephone equipment. What can I do to solve the problem?

In most cases, the installation of provided filters eliminates background noise. It is however possible that some telephone equipment may be more sensible to noise. Moreover, such factors as telephone station characteristics, wiring, number of equipment connected, type of tributary, interference, etc., may also cause background noise.

A solution could be to install two filters in series. You may also check and find out if your equipment causes the noise by trying another piece of equipment. Rarely, telephone equipment has to be changed.

Contact Globe Trotter Technical Services for more information: 1 800 520-4562. We will attempt to solve your problem.

9. At times, I notice that my GlobeTrotter High Speed service link is not faster than my 56 Kbps modem link. Why?

The Internet world being what it is, connection speed may vary according to log-on time, your location and website use. An easy way to optimize you high-speed link is to use a GlobeTrotter Proxy Server by configuring your browser with the cache.globetrotter.net parameters for Port 80. This is available for HTTP service only.