Microsoft KB Archive/184680

Money 99: Troubleshooting Windows 95 Communication Problems

PSS ID Number: Q184680 Article last modified on 06-29-1999

WINDOWS:99

WINDOWS

================================================================ ==

The information in this article applies to:

 == Microsoft Money 99 == 

= SYMPTOMS =

When you try to connect to Direct Banking in Money 99 to download statement information and/or send payment information, you receive one of the following error messages:


 * A communication error occurred. Please try your call again. If this problem continues, try reinstalling Money from your original product disks.
 * Online Services received your instructions, but could not complete the call. The call may have been interrupted by call-waiting. Please try again. If this message repeats, call Online Service Customer Support.

When you click the Connect button again, you see the following:

A prior call to Online Services was interrupted and must be completed before other online tasks can be done. Do you want to complete the call now?

= CAUSE =

Several different things can cause these error messages. Some potential causes are:


 * Excessive line noise.
 * Higher than normal call volumes, or other problems on the server.
 * Incorrect Internet settings.
 * Incorrect modem settings.

= RESOLUTION =

The resolution to these errors may depend upon the cause. Refer to the More Information section for exact steps to make the suggested changes.

Line Noise
The first step in troubleshooting communications is to ensure that the hardware connections are secure. Make sure a direct connection to the wall exists without splitters, answering machines, or fax machines. Disconnect any cordless phones because these may occasionally leak noise into the phone line. If there is excessive noise on your phone line, try another phone outlet.

Server Problems
If you have successfully connected in the past, and have made no changes to your system, such as installing new software, or hardware (i.e. a modem) try your call again. If you continue to experience this error, try calling at a different time of day. You may also want to contact your financial institution to see if they are aware of any problems on the server.

Internet Connections
If you are making an Internet connection in Money, there are several items you can check to resolve these errors.


 * Make a connection to your Internet service provider (ISP) outside of Money, and then, while connected, try your Money connection again.
 * Confirm that your Internet Settings are correct.
 * Confirm that your proxy settings are correct, if used.
 * Confirm that Money is using the correct URL to connect to your financial institution. Note: If you cannot connect to your ISP, contact your Internet service provider for support.

Modem Settings
If these errors are not caused by a server problem, there are several changes to your modem configuration that may help to resolve them.


 * Confirm that your Windows Dialing properties are correct.
 * Confirm that the correct modem is selected.
 * Lower the baud rate used by your modem to connect to the server.
 * Disable flow control.
 * Disable error control.
 * Lower the port FIFO buffer settings.
 * Install and use a Standard modem driver.

= MORE INFORMATION =

Steps to troubleshoot these error messages in Money 99 depend on whether you are making a direct modem connection in Money, or an Internet connection. Some steps may also depend on what version of Windows you have on your system.

Internet Connections
If you are making an Internet connection in Money, use the following troubleshooting steps.

Steps to Confirm your Internet Settings:

  On the Tools menu in Money, click Connection Settings.   In the Connection portion of the Connection tab of the Internet Properties dialog box, confirm that the correct option is selected.   If your Internet service provider uses a Dial-Up Networking connection, select Connect to the Internet using a modem. Click Settings, and confirm that the correct Dial-Up Networking connection is selected. Click OK to close. NOTE: If you have any questions about how to properly configure this dialog box, contact your Internet service provider.   If you connect to the Internet at work via a network, or if your Internet service provider requires you to launch third party software and log on before connecting to the Internet, select Connect to the Internet using a local area network. NOTE: Use this option for America Online versions 3.0 and 4.0 for Windows   </li></ol> </li>  Return to Money and try your call again. </li></ol>

Steps to Confirm Your Proxy Settings:

If you connect to the Internet using a proxy, you should confirm with your network administrator what the correct proxy settings should be to make a Secure proxy connection.

<ol style="list-style-type: decimal;">  On the Tools menu in Money, click Connection Settings. </li>  On the Connection tab of the Internet Properties dialog box, confirm that the Address and Port boxes in the Proxy Server section are correct. </li>  If your network administrator has indicated that you need a different Proxy settings for Secure connections, follow these additional steps: <ol style="list-style-type: lower-alpha;">  Click Advanced. </li>  Clear the Use The Same Proxy Server For All Protocols check box. </li>  Confirm that the Secure Address and Port fields are correct. </li></ol> </li>  Return to Money and try your call again. </li></ol>

If your proxy settings are correct:

If you have confirmed that your proxy settings are correct, and you are still experiencing problems connecting to certain Internet sites, your network administrator may have special security settings.

To test, follow these steps:


 * 1) On the Tools menu in Money, click Connection Settings.
 * 2) In the Automatic Configuration section of the Connection tab, click Configure.
 * 3) Note the URL listed.
 * 4) Clear the URL field and click Refresh.
 * 5) Return to Money and try your call again.
 * 6) Repeat steps 1-2. Retype the URL you previously noted, and click Refresh.
 * 7) If removing the automatic configuration fixed the error in Money, report the results to you network administrator. There may be security settings required by your network that are interfering with your connections.

Confirm The URL:


 * 1) In the left pane of the Online Financial Services area for this financial institution, click Online Setup.
 * 2) Click Investigate Offerings and download the latest connection method for your financial institution.
 * 3) In the left pane, click Connect and try your call again.

Modem Connections
Most of the steps outlined in this section apply to Money connections via a direct modem connection, not using an Internet connection. If you are making an Internet connection and the steps outlined above do not resolve your problems, you may want to speak to your Internet service provider about how to modify your modem to improve Internet connections.

Check Windows Dialing Properties:

<ol style="list-style-type: decimal;">  In the left pane of the Online Financial Services area for this financial institution, click Connect, and then click the Connect, Get Statements, or Send Payments button (buttons depend on the services offered and set up). </li>  Notice the number listed in the Phone Number field. It should show a number in the following format 1-800-XXX-XXX. </li>  If the number contains extra characters, check your dialing properties to make sure that they are correct. Click Dialing Properties, and verify the following information: <ol style="list-style-type: lower-alpha;">  The I Am In box should be set for United States of America (1). </li>  If you need to dial a number to access an outside line, make sure it is listed correctly in the How I Dial From This Location section. NOTE: Windows automatically dials a 1 when dialing a long distance number. You should NOT enter an additional 1 in the For Long Distance box. </li>  If you have call waiting, make sure that the correct code is selected in the This Location Has Call Waiting list box. Consult your local phone company for the correct code to disable call waiting in your area. </li>  Verify that the Tone Dialing or Pulse Dialing settings are correct. </li>  After you check all the settings available in this dialog box, click OK. </li></ol> </li> <li> Try the call again. </li></ol>

Confirm Modem Selected:


 * 1) In the left pane of the Online Financial Services area for this financial institution, click Connect, and then click the Connect, Get Statements, or Send Payments button (buttons depend on the services offered and set up).
 * 2) In the Modem: drop-down list, confirm that the selected Modem is correct.
 * 3) Try the call again.

Lower The Baud Rate:


 * 1) In the left pane of the Online Financial Services area for this financial institution, click Connect, and then click the Connect, Get Statements, or Send Payments button (buttons depend on the services offered and set up).
 * 2) Click Modem Properties.
 * 3) On the General tab, note the COM port listed. This information may be used in later troubleshooting.
 * 4) Note the Maximum Speed listed for this modem. Lower this speed to 9600 and select Only Connect At This Speed, if available.
 * 5) Click OK and try the call again.
 * 6) If this does not resolve the error, repeat steps 1 through 3 and lower the modem speed to 2400.

NOTE: When lowering the modem speed to 2400, you should also turn off error control, following the steps outlined in the next section.

Disable Error Control:


 * 1) In the left pane of the Online Financial Services area for this financial institution, click Connect, and then click the Connect, Get Statements, or Send Payments button (buttons depend on the services offered and set up).
 * 2) Click Modem Properties.
 * 3) On the Connection tab, click Advanced.
 * 4) Clear the Use Error Control check box.
 * 5) Try the call again.

Disable Flow Control:


 * 1) In the left pane of the Online Financial Services area for this financial institution, click Connect, and then click the Connect, Get Statements, or Send Payments button (buttons depend on the services offered and set up).
 * 2) Click Modem Properties.
 * 3) On the Connection tab, click Advanced.
 * 4) Clear the Use Flow Control check box.
 * 5) Try the call again.

Lower The Port FIFO Buffer Settings:

To lower the port FIFO buffer settings in Windows 95 or Windows 98, follow these steps:

<ol style="list-style-type: decimal;"> <li> In the left pane of the Online Financial Services area for this financial institution, click Connect, and then click the Connect, Get Statements, or Send Payments button (buttons depend on the services offered and set up). </li> <li> Click Modem Properties. </li> <li> On the Connection tab, click Port Settings and note the current settings. </li> <li> Lower both buffer settings to Low and attempt to connect again. Note: When finished troubleshooting, if this did not correct the problem, return the settings to those previously noted or click Defaults to reset the buffer defaults. </li> <li> Try the call again. </li></ol>

You cannot lower the port FIFO buffer settings in Windows NT. Instead, you can disable the FIFO buffer settings as a troubleshooting step.

To do this, follow these steps:

<ol style="list-style-type: decimal;"> <li> Click the Start button, point to Settings, and then click Control Panel. </li> <li> Double-click Ports. </li> <li> Select the COM port for your modem, as noted previously, and click Settings. </li> <li> Click Advanced and clear the FIFO Enabled check box. Note: When finished troubleshooting, if this did not correct the problem, repeat these steps and make sure the FIFO Enabled check box is checked. </li> <li> Click OK twice, and then click Close. </li> <li> Return to Money and try the call again. </li></ol>

Install and Use a Standard Modem Driver
To install a Standard Modem driver in Windows 95 and Windows 98, you must determine if you can assign the port used by your modem to a modem driver. If the General tab of the Modem Properties dialog box designates the Port field with a drop-down list-box as Communications Port (COMX),where X is a number, you can install a standard modem driver to use as a test driver with Money.

However, if the Port field simply indicates COMX, this indicates that the COM port used by your modem is configured by software. In this is the case, you cannot install a standard modem driver for your modem.

Note: You may want to contact your modem manufacturer to see if they can help configure your modem to use a standard COM port.

To install a Standard Modem driver in Windows 95 or 98, follow these steps:


 * 1) Click the Start button, point to Settings, and then click Control Panel.
 * 2) Double-click Modems.
 * 3) Click Add.
 * 4) Make sure the Don’t Detect My Modem; I Will Select It From A List check box is checked, and then click Next.
 * 5) In the Manufacturers list box, select (Standard Modems) and select Standard 9600 bps Modem in the Models list box. Click Next.
 * 6) In the Select The Port To Use With This Modem list box, select the communications port you noted previously and click Next.
 * 7) Click Finish and close the Modem Properties dialog box and Control Panel.

On a Windows NT system, you cannot tell from the Modem Configuration General Tab if your COM port is software configured or not, as the Port field displays the same information.

To install a Standard Modem driver in Windows NT, follow these steps:

<ol style="list-style-type: decimal;"> <li> Click the Start button, point to Settings, and then click Control Panel. </li> <li> Double-click Modems. </li> <li> Click Add. </li> <li> Make sure the Don’t Detect My Modem; I Will Select It From A List check box is selected (checked), and then click Next. </li> <li> In the Manufacturers list box, select (Standard Modems) and select Standard 9600 bps Modem in the Models list box. Click Next. </li> <li> When asked On Which Port Do You Want To Install It?, note the COM port listed. <ol style="list-style-type: lower-alpha;"> <li> If the Port you noted previously is listed, click the Selected Port option, click the appropriate COM Port and click Next. </li> <li> If the Port you noted previously is not listed, click the All Ports option and click Next. </li></ol> </li> <li> Click Finish and close the Modem Properties dialog box and Control Panel. </li></ol>

To select the new Standard Modem driver in Money, follow these steps:


 * 1) In the left pane of the Online Financial Services area for this financial institution, click Connect, and then click the Connect, Get Statements, or Send Payments button (buttons depend on the services offered and set up).
 * 2) In the Modem: drop-down list, select Standard 9600 bps Modem.
 * 3) Try the call again.

Additional query words: w_money 7.0 toy

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Version : WINDOWS:99 Platform : WINDOWS ============================================================================= Copyright Microsoft Corporation 1999.