Common Connection Errors / Solutions

Error 619/628: The port is/was disconnected

There are several causes for this error. To resolve the issue follow the steps below:

A. Restart computer

In most cases, restarting your computer will correct this problem.

1. Click the Windows Start button and select Shut Down.
2. Select Restart.

C. Uninstall and reinstall modem

Sometimes simply uninstalling and reinstalling your modem can resolve connection difficulties.

To uninstall your modem:

1. Close all programs that might be using your modem.
2. Click the Windows Start button, point to Settings and select Control Panel.
3. Double-click the Modems icon.
4. Select your modem from the list and click Remove.
5. Click Close.

To reinstall your modem:

1. Shut down and restart your computer.
2. When you restart your computer, Windows will automatically detect your modem and launch the Add New Hardware wizard.
3. Follow the wizard's on-screen instructions to reinstall your modem. If Windows cannot find the necessary drivers for your modem, please contact your modem manufacturer.

D. Configure modem

If your modem is not configured correctly, you will not be able to connect to the Internet. Complete the following steps to check your modem configuration:

1. Click the Windows Start, button point to Settings and select Control Panel.
2. Double-click the Modems icon.
3. Select the Diagnostics tab.
4. Click the Com Port listing your modem.
5. Click the More Info button.
6. If your modem is configured correctly, it should display port information. Click OK to exit.
   
   Note: If you receive an error message you will need to configure your modem. This may require you to reinstall your modem drivers and/or configure your modem settings. If this is the case, you should contact your modem or computer manufacturer for information on configuring your modem. If you are on a LAN (Local Area Network), contact your Network Administrator for assistance.
   
   
7. Double-click the My Computer icon on your desktop.
8. Double-click the Dial-Up Networking icon.
9. Click once on the NetZero icon to highlight it.
10. From the File menu, select Properties.
11. Select your modem from the Connect Using drop-down menu.
12. Click OK. Close all windows before attempting to dial NetZero again.