Online Support Centre

Troubleshooting error codes and messages

Below you will find a list of error codes and messages that are most commonly experienced. You will also find a possible solution to help you resolve your issue.

Error 602 - The port is already open

• Restart your computer and wait until all applications have completely loaded before trying to reconnect.
• Make sure that no other programs are using your modem (Fax machines, Printers, etc).
• Reinstall the modem drivers.
• Check for spyware/adware that may be trying to utilise the modem.

Error 619 - The port was disconnected

• Restart your computer and wait until all applications have completely loaded before trying to reconnect.
• Check your cabling and confirm that they are connected securely.
• Recreate the connection.
• If your problem has still not been resolved uninstall and reinstall your modem.

Error 629 - The port was disconnected

• Restart your computer and wait until all applications have completely loaded before trying to reconnect.
• Try disconnecting all phones, caller ID boxes, answering machines and line splitters. Plug modem directly into the telephone line.  Try using a different phone cord between modem and phone socket and check for line noise.
• Recreate the connection.
• If your problem has still not been resolved uninstall and reinstall your modem.

Error 631 - The port was disconnected by the user 

• Check your dial-up number. 
• Restart your computer and wait until all applications have completely loaded before trying to reconnect.
• Recreate the connection.

Error 633 -The port is already in use / not configured for Remote Access Dialout

• Restart your computer and wait until all applications have completely loaded before trying to reconnect.
• Disable any Firewall Software and try to connect again. 
• Make sure that NO other applications are trying to access the Internet.

Error 650 - The Remote Access server is not responding

• Restart your computer and wait until all applications have completely loaded before trying to reconnect.
• Recreate the connection.
• Reinstall the modem drivers. 

Error 678 - There is no answer 

• Restart your computer and wait until all applications have completely loaded before trying to reconnect.
• Dial number with regular phone and make sure you hear remote modem answer tones.
• Make sure that you computer is dialing the correct telephone number.
• Recreate the connection.

Error 680 - No Dial Tone 

• Is your telephone working?
• Is the cable from modem to filter secure?
• If using broadband, check that the microfilter is in good working order (Swap microfilters).
• Try uninstalling and reinstalling the modem.  Make sure that you can hear a dial tone through the modem (with a handset).
• Restart your computer and wait until all applications have completely loaded before trying to reconnect.

Error 691: Access denied because username or password is invalid

• Ensure you are using the correct username and password.
• Note that the password is case sensitive, check that your Caps Lock function is turned OFF.
• Your username and password may have become corrupted. Please delete and retype the correct information.
• Restart your computer and wait until all applications have completely loaded before trying to reconnect.

Error 721: Remote PPP peer is not responding

• Reboot the machine, verify your username and password, and try again.
• Reinstall the modem drivers.
• Windows XP users only: Click on Start, Run and enter cmd in the text box and click OK. Type in netsh int ip reset reset.txt and press enter. Type exit once the command has run to close the box.

Error 797 - The connection failed because the modem or other connecting device failed

• Restart your computer and wait until all applications have completely loaded before trying to reconnect.
• Recreate the connection.
• If your problem has still not been resolved uninstall and reinstall your drivers. 

Should this article not help in resolving your problem please contact Technical Support.

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