RAS sessions dropping

RAS sessions dropping - checklist

Document number: 55144

This is a Level B document - It contains moderately difficult end-user information.

Note: The legacy RAS (dial-up networking) and PeopleSoft RAS Connection Manager (also known as PSRC or PSRCM) are in the process of being retired. To standardize dial-up access, the integrated PeopleSoft company is deploying iPass and VPN as the dial-up solution. For more information, see Eureka! document 54040 — iPass Frequently Asked Questions.

There are some steps you can try when your RAS session is consistently dropping. "Dropping" means that you connect successfully, but briefly, to the PeopleSoft network (you are "authenticated" or "verified") and then a few minutes later, you lose your connection and are no longer on the network. If you are not connecting at all, these steps may help you, but they are designed for the drop problem specifically. After each of the suggestions below, reboot and click the "Logon using dialup..." box on the Windows logon screen and try to RAS in again. Click on the following icon to see what the Windows logon screen looks like:

Are all your connections tight?

Check the connection to the computer as well as to the wall.
Make sure all connectors are properly plugged in and are not being "jiggled loose" when the computer is in use.
If possible, try to plug in without using any extra connectors in between your computer and the phone jack (computer -> wire -> phone jack).

Try a different phone wire

The phone wire that came with your computer may be at fault. Make sure it isn't frayed or that the connector end isn't cracked or broken.
You can try the phone wire that goes to an analog phone at the same location and number.

Try a different phone jack

Plug into a different phone jack at the same location. Does your connection stay up longer? If so, your jack may have a problem. Contact your local phone company.

Is there excessive noise on your phone line?

Make sure you have a telephone plugged into the line you are trying to use. Pick up the handset. Are there crackling or other noises when you listen? Those noises can prevent a good connection. Contact your local phone company if you have this problem.

Try a different phone line

If you have 2 phone lines at that location, try RASing in on the other phone line. Does your connection stay up longer? If so, contact your local phone company about possible problems with your other line. This is one of the most common causes of the drop problem.

Try a different RAS number

If you are using the PS RAS Connection Manager and were given a toll-free or an international number, you may choose another number from the phone number list.
If you are using a Focal number or are having trouble getting another number, you can contact Technical Support Operations for assistance.

Check the box on the Windows logon screen

When you RAS in, make sure that you have clicked the "Logon using dialup..." box on your Windows logon screen. It assures the best authentication to the network. Click on the following icon to see what the Windows logon screen looks like:

Make sure your modem is properly seated (Tecra 8100s only) See Eureka! document 39032 — How to troubleshoot modem problems - reseat modem.
Reboot your machine.

If you haven't already, reboot your machine and RAS in again, this time making sure to check the "Logon using dialup..." box on the Windows logon screen. Click on the following icon to see what the Windows logon screen looks like: . Then dial in as you normally would.

If none of these things help, contact Technical Support Operations for further troubleshooting.