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Common Internet Connection Issues
The following solutions answer the most common Internet Connection Issues with Juno.
If you are receiving one of the error messages listed below, please click on the error message
to get information on how to resolve problems that may be causing the error.
If you need to contact support for other issues, click here.
 Error (PRM2): Unable to contact Juno, Please try again later
 Error 02 - Juno software is already running
 Error 17 - Juno has encountered a problem and needs to close
 Error 20 - Unable to obtain a stable connection
 Error 602: Port Already Open
 Error 630: Port Disconnected due to Hardware Failure
 Error 645: Internal Authentication Error
 Error 676: The line is busy
 Error 677: A person answered instead of a modem
 Error 678: Remote modem not responding
 Error 680: There is no dial tone
 Error 691: Username - Password Invalid
 Application Cannot Continue
 Error (LGN2): Unable to contact Juno, Please try again later
 No error message - I still can't get online or I get disconnected




Error (PRM2): Unable to contact our network, Please try again later
Error (LGN2): Unable to contact Juno, Please try again later

The PRM2 or LGN2 error shows up when your Juno connection is not working properly, and it can have several causes. Here are some of the steps you can try to prevent PRM2 or LGN2 from appearing:

A. Reboot your computer

Most of the time PRM2 or LGN2 errors can be easily resolved by rebooting your computer. Simply shut down your computer then turn it on again.

B. Lower your Firewall settings

If you are using a Firewall program, please disable it temporarily and try connecting to Juno. If you are able to connect successfully, you will need to refer to your Firewall program's documentation on how to configure your Internet security settings to be less restrictive.

C. Verify your modem settings CLICK HERE.

D. Remove the Juno Dial-Up Networking connectoid

If the steps above did not resolve the issue, please follow the steps below to remove the Juno Dial-Up Networking connectoid. The connectoid will be recreated the next time you log on to Juno.

Windows 95/98/ME users:
  1. Double-click the My Computer icon on your desktop.
  2. Double-click the Dial-Up Networking icon.
  3. Click once on the Juno icon to highlight it.
  4. From the File menu, select Delete.
  5. Try logging on to Juno again.
Windows XP users:
  1. Click the Windows Start button.
  2. Click Connect To and select Show all connections.
  3. Click once on the Juno icon to highlight it.
  4. From the File menu, select Delete.
  5. Try logging on to Juno again.
E. Try another access number CLICK HERE.

F. Use three commas in your custom suffix CLICK HERE.

G. Windows 95 Users: Make sure the latest version of Dial-Up Networking is installed CLICK HERE.

H. Verify network settings CLICK HERE.

I. Upgrade your modem drivers or enter an initialization string CLICK HERE.

J. Disable v.90 (If applicable) CLICK HERE.

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Error 02 - Juno software is already running

A. Is Juno starting automatically when you turn on your computer ?

If so, Juno is starting automatically because when the software was installed, the option to include the program in the Windows startup folder was selected. To remove the program from the Windows startup folder, please follow the steps below.
  1. Click on the Windows Start button, point to Programs and select Windows Explorer.
  2. Under (C:), find the Windows folder and click the + next to it.
  3. Find the Start Menu folder and click on the + next to it.
  4. In the right side of the window, double-click on the Programs folder.
  5. Double-click on the StartUp folder.
  6. Find the Juno icon, click on it once to highlight it, then press the Delete key on your keyboard to remove it.

    Note: This will NOT uninstall Juno from your system, but merely remove it from the startup folder so it will not start automatically when you turn on your computer. You can continue to use Juno by double-clicking on the Juno icon on your desktop.
Once you've completed this process, restart your computer and try connecting to Juno again by double-clicking on the Juno icon on your desktop.

B. Close your background programs prior to running Juno CLICK HERE. - Windows XP users: Skip to step C. C. If the issue persists, you will need to delete the pool folder.
  1. Right-click the Windows Start button select Explore.
  2. Under (C:), find the Program Files folder and click the + next to it.
  3. Find the Juno folder and click on it once to highlight it. This should display the contents of the Juno folder on the right hand side of the window.
  4. Find the Pool folder on the right hand side of the window and click on it once to highlight it.
  5. Press the Delete or DEL key on your keyboard to remove it.
  6. Click on the Yes Button to remove the folder.
Once the files have been removed, you will need to reboot your computer.
  1. To reboot your computer, click on the Windows Start button and select Shut Down.
  2. In the Shut Down window, click on the circle next to Restart and click OK.
Retry the Juno connection.

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Error 17 - Juno has encountered a problem and needs to close

A. Try rebooting your computer and launching Juno again

Sometimes a simple reboot will fix the problem. To do this:
  1. Click the Start button and select Shut Down.
  2. Select Restart.
  3. Launch Juno after Windows restarts.
B. Close your background programs prior to running Juno CLICK HERE.

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Error 20 - Unable to obtain a stable connection

A. Try another access number CLICK HERE.

B. Verify modem settings CLICK HERE.

C. Verify network settings CLICK HERE.

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Error 602: Port Already Open

There are several possible causes for this error. The steps below should help you pinpoint the cause of the problem and offer a solution.

A. Have you checked your modem and phone cord ?

A bad modem or the phone cord not being plugged in might be the culprit. Make certain that all of your phone line connections going in and out of the modem are tight and secure, then try to connect to Juno again.

B. Have you completely restarted the computer ?

Try shutting down and unplugging the computer for 1 minute. Restart the computer and try to connect to Juno again.

Note: If you have an external modem with a separate power cord, once the computer is shut down, unplug the modem power for 1 minute, plug the modem back in, then turn on the modem and restart the computer before attempting to dial again.

C. It is possible that another program has accessed your modem and has not released it.

It is possible that another software program, such as fax software, is holding on to your modem. The modem can not dial another number until the software releases it. To verify whether your modem is being used by another program, please follow the steps below:

Note: The following steps are not applicable to Windows XP users.

Windows 95/98/ME users:
  1. Press and hold the Ctrl, Alt and Delete keys at the same time.
  2. A window will appear, listing all of the programs running on your system (Windows NT users: Click on the Task Manager button).
  3. For every program except Explorer and Systray, click once on each program listed to highlight it and click on the End Task button.

    Note: Each time that you click on the End Task button, you will have to press and hold the Ctrl, Alt and Delete keys to bring the Close Program window back up.

  4. Try your Juno connection again. If this resolves the problem, close Juno and restart your computer. Repeat Steps 1 through 3, clicking End Task for only one program at a time. Each time you use End Task, try your Juno connection again. When you stop receiving the error, the last program you used End Task on is the one creating the conflict.
  5. Once you've found the conflicting program, close it before you logon to Juno. You can contact the manufacturer to see if they have more information about a solution so you can use both Juno and this program at the same time.

    After disconnecting from Juno, you can launch the applications that you had closed again by rebooting your computer.
D. Is your modem configured correctly ? CLICK HERE.

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Error 630: Port Disconnected due to Hardware Failure

Note: You will be unable to use the Dial Up Networking connection alone to connect. Instead, please double-click the Juno icon on your desktop.

The 630 Hardware Failure error is generally caused by another modem being used in the Dial-Up Networking connectoid for Juno. To resolve this issue, please complete the steps below.

First you will need to know what modem is installed. CLICK HERE.

If you are still receiving the same error, you will need to perform a "cold boot." To do this, follow the steps below.
  1. Click on the Windows Start button and select Shut Down (Turn off Computer for XP).
  2. Select Shut Down (Turn off for XP) and click OK.
  3. Once the computer has shut down, turn the power off and unplug the computer from the wall outlet for one minute.
  4. After one minute, plug the computer power back in and turn the computer on again.
  5. Try your Juno connection again.
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Error 645: Internal Authentication Error

There may be a problem with your network configuration or a new incompatibility between your modem and upgraded modems on the access number you are using. The following instructions should help you optimize your configuration for use with Juno.

A. Verify Modem Settings CLICK HERE.

B. Windows 95 users: Update Dial-Up Networking CLICK HERE.

C. Verify network settings CLICK HERE.

D. Configure network settings CLICK HERE.

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Error 676: The line is busy

There are many possible causes for busy signals. If too many people are trying to use an access number at the same time, you may encounter a "slow" busy signal. This type of busy signal is the same one you will encounter if you try to call someone on the phone and the line is busy. If the busy signal is faster than this, it indicates a problem with your connection to the access number.

Have you tried another access number ? CLICK HERE.

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Error 677: A person answered instead of a modem

If you are having trouble connecting successfully:

A. Make sure that your modem timeout settings are properly configured CLICK HERE

B. Check your Dialup settings CLICK HERE.

C. Check your access number and the settings related to it CLICK HERE

D. Try using three commas in your custom suffix CLICK HERE

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Error 678: Remote modem not responding

Several factors can cause the "Remote modem not responding" error. The following information should help you to identify the cause of the error and resolve this issue.

A. Check that your modem is connected properly CLICK HERE

B. Make sure that your modem timeout settings are properly configured CLICK HERE

C. Check your Dialup settings CLICK HERE.

D. Check your access number and the settings related to it CLICK HERE

E. Try using three commas in your custom suffix CLICK HERE

F. You may need to upgrade your modem drivers or enter an initialization string CLICK HERE.

G. You may need to disable the V.90 functionality of your modem. CLICK HERE

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Error 680: There is no dial tone

If your modem cannot find a dial tone, make certain that all of your phone line connections going in and out of the modem are tight and secure, and then try to connect to Juno again. If nothing changes, then one of the solutions below should help:

A. Check your modem settings

If you have voicemail capabilities on your phone line, you may experience problems getting online if your modem does not recognize the "messages" signal that plays before the dial tone. To resolve this issue, you will need to configure your modem to wait for a dial tone before dialing. To do this, please follow the steps below.

Windows 95/98/ME/NT users:
  1. Double-click the My Computer icon on your desktop.
  2. Double-click the Dial-Up Networking icon.
  3. Click once on the Juno connectoid to highlight it.
  4. From the File menu, select Properties.
  5. Click on the Configure button.
  6. Select the Connection tab.
  7. Click the box named Wait for a dial tone before dialing to place a check in it.
  8. Click OK, then OK again.
  9. Close Dial-Up Networking and My Computer.
  10. Retry the Juno connection.
Windows XP users:
  1. Click on the Windows Start button and select Control Panel.
  2. Double-click on the Phone and Modem Options icon.
  3. Select the Modems tab.
  4. Make sure your modem is selected and click on Properties.
  5. Click on the Modem tab.
  6. Click the box named Wait for dial tone before dialing to place a check in it.
  7. Click OK, then OK again.
  8. Close the Control Panel and retry the Juno connection.
B. Check that your modem is connected properly CLICK HERE

C. Disable other programs that may be using your modem

It is possible that a program running in the background, may be locking your modem (such as fax and voicemail software, or another ISP's software). To work around this problem, disable all programs running in the background by following these steps:

Note: The following steps are not applicable to Windows XP users.
  1. Press and hold the Ctrl, Alt and Delete keys at the same time.
  2. A Close Program window will appear listing all of the programs running on your system.
  3. You will need to close every program listed except for Explorer and Systray. Click on a program listed and click on the End Task button.
  4. Repeat these steps until only Explorer and Systray remain.
  5. Try your Juno connection again. If this resolves the problem, close Juno and restart your computer.
  6. Repeat Steps 1 through 3, clicking End Task for only one program at a time. Each time you use End Task, try your Juno connection again. When you stop receiving the error, the last program you used End Task on is the one creating the conflict.
  7. Once you've found the conflicting program, close it before you logon to Juno. You can contact the manufacturer to see if they have more information about a solution so you can use both Juno and this program at the same time.
After disconnecting from Juno, you can launch the applications that you had closed again by rebooting your computer.

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Error 691: Username - Password Invalid

Important ! Please ensure that @juno.com is NOT entered in the Member ID box on the logon window. You should have only the portion to the left of @juno.com entered as your Member ID or you will receive the 691 error.

The 691 Member ID / Password error can be caused by several factors. The following information should help you to identify the cause of the error and resolve this issue.

A. Are you entering your Member ID and Password correctly ?

Ensure that you are entering your Member ID and Password correctly. Note that your Member ID is everything to the left of the @ symbol in your e-mail address. For example, the Member ID for bobjones@juno.com is bobjones. Remember that passwords are case-sensitive, so please ensure that your Caps Lock key is not active.

B. Was your account successfully created ?

If your Juno account was created, you should have seen a "Congratulations" message upon creation of your account, or have been successful in using the account in the past.

C. Do you have the software set to automatically remember your Password ?

Sometimes, the password has been changed. This can happen due to any number of reasons, such as someone accidentally leaning on the keyboard. try deleting the password and re-entering it. In this instance, re-entering the information will correct the error.

D. Have you reset your password recently ?

If you have had your password reset recently, ensure that you have entered the new password into the Juno software. If you aren't sure, re-enter the new password on the Juno Logon screen before attempting to connect. If you have not requested it to be reset, it will be the same as you configured it most recently. Be certain that you are using the proper upper or lower case as used when establishing it the last time.

If you have forgotten your password:
    Click on the Forgot my Password button on the Logon screen

    or

    Go to http://my.juno.com/s/resetpassword
E. Have you tried another access number ? CLICK HERE.

F. Do you have the latest version of Juno ?

If you are not sure if you have the latest version of Juno, go to http://my.juno.com/s/signup to download it.

G. Do you have the correct encryption settings ?
  1. Double-click the My Computer icon on your desktop.
  2. Double-click the Dial-Up Networking icon.
  3. Click once on the Juno icon to highlight it.
  4. From the File menu, select Properties.
  5. Select the Server Types tab.
  6. Ensure that the option labeled Require encrypted password is NOT checked.
  7. Click OK.
  8. Click OK.
If you are still experiencing problems, go to http://www.juno.com/support/pat/assist_online.html to submit an e-mail ticket to the Juno Customer Care department.

Note: E-mail support is available for Platinum members only.

For a list of alternate support options, please visit http://www.juno.com/support/support.html

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Application Cannot Continue

This error can have several causes. The information below should help you to identify this issue.

Note: Online games can cover the JunoPort, potentially disconnecting members.

A. Interacting with the JunoPort (Juno Free)

We understand the frustration of being disconnected from your session, especially when you are actively working and not idle. There is an explanation of why this situation occurs and, happily, there is an easy way to avoid it.

Advertising within the JunoPort is the key to Juno being able to provide free Internet access, similar to commercials on radio and television, which pay for the programming that you see or hear. In order for Juno to continue to provide free Internet access and free e-mail, the JunoPort must remain in the viewing area at all times and we request that you interact with it while online.

Any activity will do, such as clicking on advertisement, clicking on a search button, customizing your settings, or even moving the JunoPort to another place on your screen. This periodic interaction with the JunoPort will ensure that you are not disconnected from Juno.

B. Call Waiting is enabled

If you have Call Waiting enabled, you will be disconnected from the Internet when someone tries to call you. To disable Call Waiting, please follow these steps:
  1. Double-click the Juno icon on your desktop.
  2. Click on the Edit List button.
  3. Click on the Next button.
  4. Click on the Next button again.
  5. Click in the box next to Disable call waiting by dialing to put a check in it and ensure that *70 is entered in the text box to the right.
  6. Click on the Next button.
  7. Click on the Next button again.
  8. Click on the Connect button to connect to Juno. Call Waiting will be disabled and you should not be interrupted while online.
C. Disconnected after sending and receiving e-mail

If you are disconnected every time you check your e-mail, it is likely that your e-mail program is configured to automatically disconnect when you finish sending and receiving your mail. To resolve this issue, please find your e-mail program from the list below and follow the step-by-step instructions.

Outlook Express:
  1. Open Outlook Express.
  2. From the Tools menu, select Options.
  3. Select the Connection tab.
  4. Ensure that Hang-up after sending and receiving mail is NOT checked.
  5. Click OK.
  6. From the Tools menu select Accounts.
  7. Select the Mail tab and click once the Juno account to highlight it.
  8. Click on the Properties button.
  9. Select the Connection tab and ensure that Always connect to this account using is NOT checked.
  10. Click OK.
Eudora 5.0:
  1. Open Eudora.
  2. From the Tools menu, select Options.
  3. On the left side of the Options window, select Internet Dialup.
  4. Ensure that Hang-up after receiving and sending is NOT checked.
  5. Click OK.
Outlook 98/2000
  1. Open Outlook.
  2. From the Tools menu, select Options.
  3. Select the Mail Delivery tab.
  4. Ensure that Hang-up after sending, receiving or updating is NOT checked.
  5. Click OK.
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No error message - I still can't get online or I get disconnected

If you do not see an error message and still are not online, please follow the steps our technical support agents use to troubleshoot.

A. Try another access number CLICK HERE.

B. Verify modem settings CLICK HERE.

C. Verify network settings CLICK HERE.

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Common solutions

Close your background programs prior to running Juno

If rebooting did not help, you may need to disable any programs running in the background (usually found in your system tray in the lower-right hand corner). To do this, please try the following:
  1. Press and hold the Ctrl, Alt and Delete keys at the same time.
  2. A window will appear listing all of the programs running on your system.

    Note: Windows NT/2000 users must press the Task Manager button.

  3. For every program EXCEPT Explorer and Systray, click once on each program listed to highlight it and click the End Task button.

    Note: Each time that you click on the End Task button, you will have to press and hold the Ctrl, Alt and Delete keys to bring the Close Program window back up.

  4. Try your Juno connection again. If this resolves the problem, close Juno and restart your machine. Repeat Steps 1 through 3, clicking End Task for only one program at a time. Each time you use End Task, try your Juno connection again. If you encounter the error again, you will know which program is creating the conflict.
After disconnecting from Juno, you can launch the applications that you had closed again by rebooting your computer.

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Modem Diagnostic

If your modem is not configured correctly, Juno will not function. To verify that your modem configuration is correct, please complete the following steps:

Windows 95/98/ME users:
  1. Click on the Windows Start button, point to Settings and select Control Panel.
  2. Double-click the Modems icon.
  3. Select the Diagnostics tab.
  4. Click on the appropriate Com Port where your modem is listed.
  5. Click on the More Info button.
  6. If your modem is configured correctly, it should display port information regarding your modem. Click OK to exit.

    Note: If you receive an error message, then you will need to configure your modem. This may require that you 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. On your desktop, double-click the My Computer icon.
  8. Double-click the Dial-Up Networking icon.
  9. Click once on the Juno icon to highlight it.
  10. From the File menu, select Properties.
  11. From the Connect Using drop-down menu, select your modem.
  12. Click OK. Close all windows before attempting to dial Juno again.
Windows XP users:
  1. Click on the Windows Start button and point to Control Panel.
  2. Double-click on the Phone and Modem Options icon.
  3. Click the Modems tab.
  4. Select your modem and click the Properties button.
  5. Select the Diagnostics tab.
  6. Click Query Modem.
  7. If your modem is configured correctly, it should display information in the Modem Information window regarding your modem. Click OK to exit.

    Note: If you receive an error message, then you will need to configure your modem. Windows XP has a troubleshooting guide for this purpose. To access it, click on the General tab under your modem's properties and click troubleshoot...

  8. Click the Start button and select Connect To...
  9. Select Show all connections.
  10. Click once on the Juno icon to highlight it.
  11. From the File menu, select Properties.
  12. From the Connect Using drop-down menu, select your modem.
  13. Click OK. Close all windows before attempting to dial Juno again.
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Verify Modem Settings

Windows 95/98/ME users:
  1. Click on the Windows Start button.
  2. Point to Settings and select Control Panel.
  3. Double-click on the Modems icon. If you already have a modem set up, you will see a window beneath the words "The following modems are set up on this computer."
  4. Click on the Properties button.
  5. Under Maximum Speed, select the appropriate port speed for your modem. For 14.4 modems use 19200, for 28.8 modems use 38400 and for 56k use 57600.
  6. Uncheck Only connect at this speed.
  7. Select the Connection tab.
  8. Under Call Preferences, ensure that the box marked Cancel the call if not connected within is unchecked.

    Note: Some modems may not allow you to change the call preferences.

  9. Click OK.
  10. Click Close to exit.
  11. Retry the Juno connection.
Windows XP users:
  1. Click on the Windows Start button.
  2. Select Control Panel.
  3. Double-click on the Phone and Modem Options icon.
  4. Select the Modems tab.
  5. If you already have a modem set up, you will see a window beneath the words "The following modems are installed."
  6. Click on the Properties button.
  7. Click the Modem tab.
  8. Under Maximum Port Speed, select the appropriate port speed for your modem. For 14.4 modems use 19200, for 28.8 modems use 38400 and for 56k use 57600.
  9. Select the Advanced tab.
  10. Click on Change Default Preferences.
  11. Under Call Preferences, change the value of the box marked Cancel the call if not connected within to 255.

    Note: Some modems may not allow you to change the call preferences.

  12. Click OK.
  13. Click OK.
  14. Click OK to exit.
  15. Retry the Juno connection.
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Verify Network Settings

Note: These steps are not applicable to Windows XP users.

If the problem persists, follow the steps below to verify your network settings.

Windows 95/98/ME users:
  1. Click on the Windows Start button, point to Settings and select Control Panel.
  2. Double-click the Network icon.
  3. Check to see if you have the following components:

      Client For Microsoft Networks
      TCP/IP or TCP/IP > Dial Up Adapter
      Dial-Up Adapter
Note: If you are on a Network or company LAN, contact your system administrator before making any network changes.

If the components listed above are not present, then add the missing component(s).
    IMPORTANT! Only add a component if it is not already present. If the component is listed, you will not need to add it.
To Add Client for Microsoft Networks:
  1. Click on the Add button.
  2. Select Client.
  3. Click on the Add button.
  4. Under Manufacturers, select Microsoft.
  5. Under Network Clients, select Client for Microsoft Networks.
  6. Click OK.
To Add Dial-up Adapter:
  1. Click on the Add button.
  2. Select Adapter.
  3. Click on the Add button.
  4. Under Manufacturers, select Microsoft.
  5. Under Network Adapters, select Dial-Up Adapter.
  6. Click OK.
To Add TCP/IP:
  1. Click on the Add button.
  2. Select Protocol.
  3. Click on the Add button.
  4. Under Manufacturers, select Microsoft.
  5. Under Network Protocols, select TCP/IP.
  6. Click OK.
Once you've added any necessary components, follow the steps below.
  1. Click once on TCP/IP to highlight it and click on the Properties button.
  2. Select the DNS Configuration tab and ensure that Disable DNS is checked.
  3. Select the WINS Configuration tab and make sure that Disable WINS Resolution is checked.
  4. Click OK.
  5. In the Primary Network Logon field, ensure that Client for Microsoft Networks is selected.
  6. Click OK.
  7. Click on Dial-up Adapter once to highlight it.
  8. Click on the Properties button.
  9. Select the Advanced tab and click once on Use IPX Header Compression to highlight it.
  10. Under the Value drop-down menu, select NO.
  11. Click OK and OK again.
  12. When you are prompted to restart you computer, click YES.
  • Windows 98 Users:

    Check to see that Dial-Up Networking is installed on your computer by following these steps:
    1. On your desktop, double-click the My Computer icon.
    2. If you see a Dial-Up Networking icon, Dial-Up Networking is installed. Close My Computer and try logging on to Juno again by double-clicking on the Juno icon on your Desktop.
    3. If you do not see a Dial-Up Networking icon, close My Computer, then click on the Windows Start button, point to Settings and select Control Panel.
    4. Double-click the Add/Remove Programs icon.
    5. Select the Windows Setup tab, and double-click on Communications.
    6. Put a check in the box next to Dial-Up Networking, Hyperterminal and Phone Dialer.
    7. Click OK and click OK again to exit.
    8. Close the Control Panel and try logging on to Juno again.

  • Windows 95 Users:

    If you are running Windows 95, check to see what version you have. If you have an older version, you may need to download the latest version of Dial-Up Networking (version 1.4). To check what version of Windows 95 you are running, please follow these steps:
    1. Click on the Windows Start button, point to Settings and select Control Panel.
    2. Double-click on the System icon and select the General tab.
    3. Under System, you will see listed the Operating System, Edition and version number. The version number will start with 4.00.950. Check to see if a B or C is listed after 4.00.950. If not, you will need to download and install Dial-Up Networking 1.4. Go to http://download.microsoft.com/download/win95/Update/17648/W95/EN-US/dun14-95.exe to download it.
    4. If there is no letter at all after 4.00.950, then we suggest you also download and install Service Pack 1 for Windows 95. You can download it by going to
      http://www.microsoft.com/windows95/downloads/default.asp

      Note: You will need to scroll down to the Service Packs section.
    Once the Dial-Up Networking 1.4 upgrade or Windows 95 Service Pack has been installed, you will need to reinstall the Juno software.

    Before proceeding, ensure that you have the juno.exe file on your system or the Juno CD. You can download the latest version of our software from our Web site at http://my.juno.com/s/signup.

    Once you have the Juno software, please follow the steps below to completely uninstall and reinstall Juno.
    1. Click on the Windows Start button, point to Settings and select Control Panel.
    2. Double-click the Add/Remove Programs icon.
    3. Click once on Juno Internet to highlight it and click on the Add/Remove button.
    4. Click OK then OK again and close the Control Panel.
    5. Click on the Windows Start button, point to Programs and select Windows Explorer.
    6. In the left-side window, double-click the Program Files folder.
    7. Click once on the Juno folder to highlight it and press the Delete key on your keyboard to remove it.
    8. Close Windows Explorer.
    9. On your desktop, double-click the My Computer icon.
    10. Double-click the Dial-Up Networking icon.
    11. Click once on the Juno icon to highlight it and press the Delete key on your keyboard to remove it.
    12. Close all windows and restart your computer.
    After the computer has restarted, reinstall the Juno software by inserting the Juno CD into your CD-ROM drive or by double-clicking on the juno.exe file that you downloaded.

    To locate the juno.exe file, please follow the steps below.
    1. Click on the Windows Start button, point to Find and select Files or Folders.
    2. In the Named field, type juno.exe
    3. Ensure that the Look in field indicates My Computer.
    4. Click on the Find now button.
    5. When the juno.exe file is found, double-click on it to run the installation program.
    6. When the installation is complete, retry your Juno connection.
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    Configure Network Settings

    Note: These steps are not applicable to Windows XP users.
    1. On your desktop, double-click the My Computer icon.
    2. Double-click the Control Panel icon.
    3. Double-click the Network icon.

      Note: In the Primary Network Logon drop-down menu, ensure that Client for Microsoft Networks is selected.

    4. Double-click TCP/IP->Dial-Up Adapter.

      Note: If you get a TCP/IP Properties Information window, click OK.

    5. Ensure that only the circle next to Obtain an IP address automatically is checked.
    6. Select the WINS Configuration tab.
    7. Ensure that only the circle next to Disable WINS Resolution is checked.
    8. Select the Gateway tab.
    9. Ensure that all the fields are blank.
    10. Select the DNS Configuration tab.
    11. Ensure that the circle next to Disable DNS is checked.
    12. Select the Bindings tab.
    13. Ensure that only Client for Microsoft Networks is checked.
    14. Select the Advanced tab.
    15. Ensure that None is in the Property field.
    16. Select the NetBIOS tab.
    17. No changes are necessary.
    18. Click OK.
    19. Click OK to exit.
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    Have you tried another access number ?

    Before doing anything else, try using an alternate access number, if one is available. Please read the following for instructions on changing your access number.

    WARNING! You are solely responsible for any telephone charges incurred while accessing the Juno network. Please check with your telephone service provider regarding any charges that may apply as a result of the access NUMBERS that you have selected.
    1. Double-click the Juno icon on your desktop.
    2. Click on the Edit List button.
    3. Read the instructions.
    4. In the first two boxes, enter the area code and first three digits of the number that you will be dialing from.
    5. The name of the list you are changing should appear in the Nickname for this phone list text box (e.g. Home or Office). Edit it if necessary.
    6. Click Next.
    7. Read the instructions.
    8. From the Choose area code drop-down menu, select your area code.
    9. To remove numbers from your list:
      • Click once on the number to select it.
      • Click on the Delete button.
    10. To add cities to your list:
      • Under Available Cities, select the city nearest to you.
      • Click on the ADD button to add the selected city to the My Phone List.

        Note: Verify with your local phone company that you are making a local call. To search for a local access number in your area, please visit our Web site at http://my.juno.com/s/numbers

      • A window will appear with the numbers available in the city you have chosen.
      • Read the instructions. You can select a number to add by clicking on it once. If you want to select all of the numbers, click on the Select All button.
      • You can designate the way you want the access numbers dialed. For example, if you want the area code and phone number dialed, you would need to click on the dot next to Dial 1+area code+number.
      • Click on the Save & Exit button. You will be taken back to the Phone List window.
    11. To change the settings on your access numbers (i.e. how they are dialed):
      • Click once on the number to select it.

        Note: If you wish to change the settings of more than one number, hold down the shift key as you click on the numbers you want to select.

      • Click on the Settings button.
      • A new window will appear with the numbers that you have chosen or the settings that you have changed.
      • Read the instructions. You must designate the way you want the access numbers dialed in your list. For example, if you want the area code and phone number dialed, you would need to click on the dot next to Dial 1+area code+number.
      • If you want the same settings for each dialup number, click on the Select All button. Then designate how you want the numbers to be dialed by clicking next to your selection on the right hand side of the window.
      • If you want different settings for a particular dialup number, click once on the number to select it. Then designate how you want the numbers to be dialed by clicking next to your selection on the right hand side of the window.

        Note: The Neither checkbox is disabled when you select numbers outside of your area code. (In the examples shown here, the "member" is in the 805 area code.) If this area code is incorrect, you can change it below.

      • Click on the Save & Exit button. You will be taken back to the previous window.
    12. Under My Phone List, the dial-up numbers will appear that you have selected.
    13. Click Next.
    14. If necessary, check the box next to the appropriate dialing preference(s).
    15. If you wish to hear your modem as it dials, uncheck the box next to Mute Modem Speaker.
    16. Click Next.
    17. Your Juno dialup numbers will appear exactly as they will be dialed.

      WARNING! You are solely responsible for any telephone charges incurred while accessing the Juno network. Please check with your telephone service provider regarding any charges that may apply as a result of the numbers that you have selected.

    18. Click Next.

      Note: These access numbers will automatically be saved for the next time that you log on to Juno.

    19. Select your Member ID, enter your password and click on the Connect button to log on to Juno.
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    Make sure that your modem timeout settings are properly configured

    It is important that you pay close attention to what the modem "sounds" like when you call Juno, and how long it takes before you get an error message. If you receive an error message very quickly, you will need to check the modem's timeout setting.

    Windows 95/98/ME users:
    1. Click on the Windows Start button, point to Settings and select Control Panel.
    2. Double-click on the Modems icon.
    3. Make sure your modem is selected and click on Properties.
    4. Click on the Connection tab.
    5. In the Call Preferences section, make sure that Cancel the call if not connected... is NOT checked.
    6. Click OK then Close.
    7. Retry the connection.
    Windows XP users:
    1. Click on the Windows Start button and select Control Panel.
    2. Double-click on the Phone and Modem Options icon.
    3. Select the Modems tab.
    4. Make sure your modem is selected and click on Properties.
    5. Click on the Advanced tab and select Change Default Preferences...
    6. Change the value of Cancel the call if not connected within to 255 seconds.
    7. Click OK and OK and OK.
    8. Retry the connection.
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    Check that your modem is connected properly

    There are two modem outlets on the back of your computer. The correct outlet will be labeled as "Line" or will have a picture of a wall jack next to it. Please verify that the telephone cord is connected from the wall jack directly into the correct modem outlet.

    If you have other devices connected between the wall jack and the modem (such as fax machines, caller id boxes, or other phones), then these could be interrupting the dial tone. try disconnecting all other devices - this may resolve the problem. You can then connect the devices to a different wall jack.

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    Check your dialup settings
    1. Make sure you have the Juno software configured to dial your local access number correctly. Some areas may require you to dial the area code plus the number even if you are dialing into the same area code. You may want to call your operator to find out the proper methods for dialing numbers in your area.
    2. If you are trying to disable your call waiting, make sure that the correct code is being used.
    3. If your phone requires pulse dialing, make sure that you are not using tone dialing.
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    Check your access number and the settings related to it
    1. Double-click the Juno icon.
    2. From the logon screen, click on the Edit List button.
    3. Make sure that your area code and the first three digits are entered.
    4. Click Next.
    5. Click on the Settings button.
    6. Make sure that the correct area code option is selected.

      Note: During this step, you can choose between 11 digit, 10 digit dialing, or neither. If you do not select the phone number(s) you want before choosing the dialing format, it will default to 7 digit dialing. Make sure to select the number in the left-hand window before you choose the dialing option in the right-hand window.

    7. Click on the Save & Exit button.
    8. Click Next.
    9. Make sure the correct dialing preferences are selected.
    10. Click Next.
    11. Click Next and proceed to the logon screen.

      WARNING! You are solely responsible for any telephone charges incurred while accessing the Juno network. Please check with your telephone service provider regarding any charges that may apply as a result of the numbers that you have selected.

    12. Retry the Juno connection.
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    Try using three commas in your custom suffix

    You can try entering three commas after the phone number, which in some cases solves the problem. try the following steps:
    1. Double-click the Juno icon.
    2. From the logon screen, click on the Edit List button.
    3. Click Next.
    4. Click Next again.
    5. Check the box to the left of Custom Suffix and enter three commas in the text box to the right.
    6. Click Next.
    7. Click Next again and retry the Juno connection.
    Placing 3 commas after the phone number will pause your computer's modem to wait for the V.90 signal (56K) coming from your access number's modem. If some brands of modems do not receive the v.90 signal immediately, they will automatically disconnect or look for the next connection speed (33.6k, 28.8k, etc). Although your access number's modem tries to connect at 56K, your computer's modem may try to connect at 33.6k or lower, possibly resulting in no connection at all.

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    Upgrade your modem drivers or enter an initialization string

    Modem drivers and initialization strings help your modem communicate properly with other modems, thus ensuring a more stable Internet connection. You can download modem drivers and obtain initialization strings for most modems at the following sites:
      http://www.modemhelp.net/stringlist.shtml
      http://www.modemhelp.org/inits/
    Once you have an initialization string for your modem, you can enter it in by following the steps below.

    Windows 95/98/ME/NT users:
    1. On your desktop, double-click the My Computer icon.
    2. Double-click the Dial-Up Networking folder.
    3. Click once on the Juno connectoid to highlight it.
    4. From the File menu, select Properties.
    5. Click on the Configure button.
    6. Select the Connection tab.
    7. Click on the Advanced button in the lower right corner.
    8. Type the initialization string in the Extra Settings textbox.
    9. Click OK, then click OK again.
    10. Close Dial-Up Networking and My Computer.
    11. Retry the Juno connection.
    Windows XP users:
    1. Click on the Windows Start button.
    2. Select Control Panel.
    3. Double-click the Phone and Modem Options icon.
    4. Highlight your modem and select Properties.
    5. Click on the Advanced button.
    6. Type the initialization string in the Extra initialization commands textbox.
    7. Click OK, then click OK again.
    8. ReTry your Juno connection.
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    Disable v.90 (If applicable)

    In some cases, disabling the v.90 functionality for your modem will improve your connection. To disable v.90, you will need to enter an initialization string specific to your modem.

    Note: Disabling v.90 will lower your connection speed to a maximum of 33.6 Kbps. While this speed is slower, it will provide a more stable connection versus an unstable connection at faster speeds.

    Here are specific init. strings for common modems that may resolve this error:
    Note: 0 = Zero

    Modem Initialization String
    HSP 56 Micro Modem n0s37=12
    Lucent Win Modem -v90=0s38=0
    LT Win Modem -v90=0s38=0
    Conexant Soft K56 PCI +ms=v34
    Rockwell HCF 56K Data Fax PCI +ms=v34
    US Robotics 56K Voice Win s32=98
    Cirrus Logic Modem AT+MS=V34B,1,300,0
    PCTel Modem n0s37=12

    For instructions on how to enter init strings, CLICK HERE.

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    Contact Support
    Web Site Support Go to www.juno.com/support for the main support page.
    Automated E-Mail Support Automated replies in five minutes or less!
    Send a blank e-mail to instantanswers@support.juno.com for a list of support, billing and general topics to choose from.
    Live Agent E-Mail Support Personal e-mail assistance from our technical support team. Fill out a support request at www.juno.com/support/pat
    Note: This service is only available for Platinum members.
    Telephone
    Technical Support    		 In the U.S., call 1-900-370-JUNO*
    In Canada only, call 1-888-795-7894

    Please be at your computer when you call and be prepared to provide your Member ID, the version of your Juno software, your operating system version (such as Windows 98), and any error messages you receive.

    * A per-minute rate of $1.95 will apply and appear on your telephone bill. You must be at least 18 years old or have a parent or guardian's permission to call.
    Telephone
    Billing Support    		 Call toll-free 1-888-839-JUNO to speak with a billing representative.

    Note: This phone line is for billing-related calls only; billing agents are unable to answer other types of inquiries.

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