IP Insight FAQ

Diagnostic Tool FAQs

Question

Response

What is the Diagnostic Tool?

The Diagnostic Tool is a software program from Inverse IP Insight that monitors the performance of your dial-up networking call attempts and provides us with important service measurements.

Why are you offering this diagnostic tool?

We are constantly working to improve the quality of service you receive. Like other "test and diagnostic" software, the goal is to improve the quality of service you receive, without affecting your service or invading your privacy.

Will this tool work for DSL Internet customers?

This diagnostic tool is not currently compatible with DSL technology.

What are the minimum system requirements for operating this tool?

486 or higher Processor

Windows 95, 98 or NT

16 MB RAM (24 MB Recommended)

2 MB Free Hard Disk Space

Note: You must have Dial-Up Networking installed for Win95/98, or Remote Access Services installed for Windows NT.

How will this tool improve my Internet experience?

Your information allows us to perform diagnostics so that we can continue to provide superior service. You also get 150 different help screens that will assist you in solving any connection problems you may encounter. These help screens are seamlessly integrated with your dialing software and the operating system, and include workflow links enabling faster troubleshooting of problems connecting to the Internet.

What does this troubleshooting help screen look like?

Click HERE to view an example Troubleshooting screen. This particular display depicts information pertaining to the inability of our Authentication Server to accurately validate a user’s logon credentials (Windows error code number 691). In this case the user had entered an invalid password, typing it in upper case letters while the password was originally typed using all lower case characters.

How do I install the Diagnostic Tool application?

You can install the tool in the following ways:

Select "Customer Support – Diagnostic Data Software from the "Welcome To SBC Internet CD" initialization screen;

Double-click the filename "SBC42171.exe" located within the Insight folder on our CD-ROM.

Double click the link called "Diagnostic Tool" found under the "Customer Service" link on our co-branded web page.

The installation process should complete in 60 seconds or less, and will require no further participation on your part.

Do I have to install this tool?

Although we feel you will really benefit from the diagnostic help provided by this tool, you do not have to install it.

Will this tool affect my access speed to the Internet?

This tool is meant to enhance your dial-up network experience and will not affect your Internet access speed. The Diagnostic Tool is designed so that its operation, is completely unobtrusive. The Diagnostic Tool:

Does not interfere with dial-up operation

Can run no more than five Internet tests per hour

Waits for a period of inactivity on your modem before testing

Cancels tests as soon as you leave the network.

Will this tool work on my Macintosh?

No. The Diagnostic Tool is a Windows only client, and is not Mac compatible.

How much disk space will this tool require?

The Diagnostic Tool Client requires only about 1MB of disk space to install and uses minimal memory while in operation.

What kinds of information will you be gathering?

The following data represents an example of the information that will be collected during your dial-up networking session:

your ISP's phone number

ISP's PPP server IP address

OS type and version

CPU type, disk space available, total physical memory

Browser type and version

Date and time of call

Call result (success/failure code)

Time taken to log in

Initial connect speed

How do I access the Diagnostic Tool Call Log?

Go to Start -> Programs -> The Diagnostic Tool (SBC) and select Call Log.

Are all Call Logs archived on my machine?

No. The Call Log is updated each time you attempt to make an Internet connection. All previous information is over written with data applicable to your present system configuration, and connection criteria.

Where can I find an example of a Call Log where the connection was successful?

Click HERE to view an example of a Call Log where the connection was successful.

Where can I find an example of a Call Log where the connection was unsuccessful?

Click HERE to view an example of a Call Log where the connection was unsuccessful.

Is it possible to archive these files for future reference?

Yes. If you would like to save individual Call Log diagnostic reference files:

open the "Call Log" text file located within the "Diagnostic Tool" folder from your "Start" menu Programs listing.

Click "File", then "Save As" from the over head menu.

You may now choose to save the Call Log by specifying a filename, and your directory of choice.

How do I access the various troubleshooting help screens?

If you are unable to establish a reliable connection with our server, the Diagnostic Tool will attempt to diagnose the problem and automatically display a troubleshooting help screen. This screen consists of useful information, and step by step instructions, designed to assist you in locating a resolution to your present inability to make a successful Internet connection. It also links to a detailed call log, which you may use as a diagnostic reference while contacting our Technical Support department.

I’m very concerned about my privacy. How I can be sure you’re not tracking where I surf or sending my credit card information to outside vendors?

Like other "test and diagnostic" software, the goal of the Diagnostic Tool is to improve the quality of service you receive, without invading your privacy. The uploaded data we receive from your dial-up session contains no identifying information that would violate your privacy, and does NOT monitor what you do on the Internet, such as which Web sites you visit. The following kinds of information are never monitored, collected nor transmitted:

web sites visited or any other actions

applications loaded or used (except dial-up software and browser version)

credit card information

How will I know when the Diagnostic Tool is working?

The Diagnostic Tool runs invisibly in your system background, and will continue to do so unless you choose to uninstall this diagnostic feature. One means of determining its operational status is to view the integrated Call Log, which records a detailed depiction of your most recent dial-up networking connection attempt. Its opening line contains the exact date, and time of your latest connection session, ascertaining the Diagnostic Tool functionality.

How do I un-install the tool?

You can remove the tool at any time by using the "Add/Remove" program feature on the Control Panel. To do so, follow these steps:

Go to Start -> Settings -> Control Panel
-> Add/Remove Programs. Select "Inverse IP InSight 4.2 (SBC)" and click the Add/Remove button.

Where can I go to get more information about this tool?

You can go to http://www.inversenet.com/products/ip-insight for more information about this tool.

Who can I call if I have questions about installing this product?

Our technical support staff is available 24X7 to assist you with your questions. Please call the following numbers:

Pacific region: 1-800/708-4638

Central region: 1-800/638-4357

Question	Response
What is the Diagnostic Tool?	The Diagnostic Tool is a software program from Inverse IP Insight that monitors the performance of your dial-up networking call attempts and provides us with important service measurements.
Why are you offering this diagnostic tool?	We are constantly working to improve the quality of service you receive. Like other "test and diagnostic" software, the goal is to improve the quality of service you receive, without affecting your service or invading your privacy.
Will this tool work for DSL Internet customers?	This diagnostic tool is not currently compatible with DSL technology.
What are the minimum system requirements for operating this tool?	486 or higher Processor Windows 95, 98 or NT 16 MB RAM (24 MB Recommended) 2 MB Free Hard Disk Space Note: You must have Dial-Up Networking installed for Win95/98, or Remote Access Services installed for Windows NT.
How will this tool improve my Internet experience?	Your information allows us to perform diagnostics so that we can continue to provide superior service. You also get 150 different help screens that will assist you in solving any connection problems you may encounter. These help screens are seamlessly integrated with your dialing software and the operating system, and include workflow links enabling faster troubleshooting of problems connecting to the Internet.
What does this troubleshooting help screen look like?	Click HERE to view an example Troubleshooting screen. This particular display depicts information pertaining to the inability of our Authentication Server to accurately validate a user’s logon credentials (Windows error code number 691). In this case the user had entered an invalid password, typing it in upper case letters while the password was originally typed using all lower case characters.
How do I install the Diagnostic Tool application?	You can install the tool in the following ways: Select "Customer Support – Diagnostic Data Software from the "Welcome To SBC Internet CD" initialization screen; Double-click the filename "SBC42171.exe" located within the Insight folder on our CD-ROM. Double click the link called "Diagnostic Tool" found under the "Customer Service" link on our co-branded web page. The installation process should complete in 60 seconds or less, and will require no further participation on your part.
Do I have to install this tool?	Although we feel you will really benefit from the diagnostic help provided by this tool, you do not have to install it.
Will this tool affect my access speed to the Internet?	This tool is meant to enhance your dial-up network experience and will not affect your Internet access speed. The Diagnostic Tool is designed so that its operation, is completely unobtrusive. The Diagnostic Tool: Does not interfere with dial-up operation Can run no more than five Internet tests per hour Waits for a period of inactivity on your modem before testing Cancels tests as soon as you leave the network.
Will this tool work on my Macintosh?	No. The Diagnostic Tool is a Windows only client, and is not Mac compatible.
How much disk space will this tool require?	The Diagnostic Tool Client requires only about 1MB of disk space to install and uses minimal memory while in operation.
What kinds of information will you be gathering?	The following data represents an example of the information that will be collected during your dial-up networking session: your ISP's phone number ISP's PPP server IP address OS type and version CPU type, disk space available, total physical memory Browser type and version Date and time of call Call result (success/failure code) Time taken to log in Initial connect speed
How do I access the Diagnostic Tool Call Log?	Go to Start -> Programs -> The Diagnostic Tool (SBC) and select Call Log.
Are all Call Logs archived on my machine?	No. The Call Log is updated each time you attempt to make an Internet connection. All previous information is over written with data applicable to your present system configuration, and connection criteria.
Where can I find an example of a Call Log where the connection was successful?	Click HERE to view an example of a Call Log where the connection was successful.
Where can I find an example of a Call Log where the connection was unsuccessful?	Click HERE to view an example of a Call Log where the connection was unsuccessful.
Is it possible to archive these files for future reference?	Yes. If you would like to save individual Call Log diagnostic reference files: open the "Call Log" text file located within the "Diagnostic Tool" folder from your "Start" menu Programs listing. Click "File", then "Save As" from the over head menu. You may now choose to save the Call Log by specifying a filename, and your directory of choice.
How do I access the various troubleshooting help screens?	If you are unable to establish a reliable connection with our server, the Diagnostic Tool will attempt to diagnose the problem and automatically display a troubleshooting help screen. This screen consists of useful information, and step by step instructions, designed to assist you in locating a resolution to your present inability to make a successful Internet connection. It also links to a detailed call log, which you may use as a diagnostic reference while contacting our Technical Support department.
I’m very concerned about my privacy. How I can be sure you’re not tracking where I surf or sending my credit card information to outside vendors?	Like other "test and diagnostic" software, the goal of the Diagnostic Tool is to improve the quality of service you receive, without invading your privacy. The uploaded data we receive from your dial-up session contains no identifying information that would violate your privacy, and does NOT monitor what you do on the Internet, such as which Web sites you visit. The following kinds of information are never monitored, collected nor transmitted: web sites visited or any other actions applications loaded or used (except dial-up software and browser version) credit card information
How will I know when the Diagnostic Tool is working?	The Diagnostic Tool runs invisibly in your system background, and will continue to do so unless you choose to uninstall this diagnostic feature. One means of determining its operational status is to view the integrated Call Log, which records a detailed depiction of your most recent dial-up networking connection attempt. Its opening line contains the exact date, and time of your latest connection session, ascertaining the Diagnostic Tool functionality.
How do I un-install the tool?	You can remove the tool at any time by using the "Add/Remove" program feature on the Control Panel. To do so, follow these steps: Go to Start -> Settings -> Control Panel -> Add/Remove Programs. Select "Inverse IP InSight 4.2 (SBC)" and click the Add/Remove button.
Where can I go to get more information about this tool?	You can go to http://www.inversenet.com/products/ip-insight for more information about this tool.
Who can I call if I have questions about installing this product?	Our technical support staff is available 24X7 to assist you with your questions. Please call the following numbers: Pacific region: 1-800/708-4638 Central region: 1-800/638-4357