Wireless Access Troubleshooting Shortcuts

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The following access issues are the most commonly reported to Spot On Networks’ Customer Support line. For your convenience we offer 24 hour customer service assistance; however you may want to try to solve the issue on your own before calling our toll-free number - 877-768-6687 (87 SPOTON 87).

• Weak Signal
• Spot On Splash page will not launch
• Slow Connection Speed
• Log-off was not complete
• Difficulties Associating with Your VPN

Weak Signal

This may be caused by your computer's distance to an access point or interfering objects such as your refrigerator or cordless phone.

Possible solutions:

1. Signal may be stronger in other parts of your apartment – try moving your computer around to another location in order to pick up more signal.
   
   
2. A higher powered access antenna may solve this signal issue. Please call our customer service or use the below link to talk about ordering your high gain antenna at no charge:
   www.spotonnetworks.com/hi_gain.html
   

Spot On Splash page will not launch

You may have your pop-up settings such that our page is not allowed to launch. You may not be associating with a Spot On access point.

Possible solutions:

1. Modify your pop-up blocker to allow pop-ups from the Spot On Splash page and try again.
   
   
2. Modify your firewall (add the Spot On Splash page as a permitted site).
   
   
3. In the browser address line enter one of the following addresses:
   http://192.168.4.1 or https://phc.prontonetworks.com/cgi-bin/authlogin
   
   
4. Be sure to select the SpotOn SSID (found under "view wireless networks").

Slow Connection Speed

Slow speeds may be caused by several factors some of which you can manage.

Possible solutions:

1. Viruses and common spyware may be the culprit. Be sure your anti-virus software is up-to-date and then run a full system scan to check for problems.
   
   
2. Try downloading freeware from www.spybot.com that will search for spyware and other changes to your computer and fix them.
   
   
3. Interference from the radio frequency of your neighbor's Wi-Fi (personal non-Spot On wireless router) may be strong enough to degrade your experience on Spot On. We do monitor other access points and would need to talk with you if this is the case. You can download for no cost NetStumbler at www.netstumbler.com. This software allows you to see other routers in your area.

Log-off was not complete

On occasion you will need to enter the following URL in your address line to completely log-off:
https://phc.prontonetworks.com/cgi-bin/authlogout

Difficulties Associating with Your VPN

Are you having difficulties associating with your VPN? Try these steps or call Spot On at 87.SPOTON.87 for assistance.

Possible solutions:

1. Can you surf the internet?
   Be sure you are logged onto our network first and are not having any issues with surfing non-cached sites before proceeding. If you cannot surf the net and feel it is an issue with the Spot On Network, please call customer support for immediate assistance.
   
   
2. Have you used your VPN previously at this site? If you were able to connect to your VPN prior, but cannot now, did you add any new programs, particularly anti virus or security style suites such as Norton or McAfee, or do any Microsoft updates recently?
   If your VPN was working previously, and you are able to surf the Internet, and you are using a corporate PC, we suggest you work with your IT department to undo the changes that have affected the ability to access your VPN. If it is a personal computer, we suggest you disable the new program, such a Norton Internet Security Suite, and attempt to make the VPN connection once again. If this fails go onto the next possible solution.
   
   
3. Contact your IT department and ask which VPN program they are using and specifically what ports that VPN program utilizes to establish the connection and transfer data.
   Specificity is important here, including port number and protocol used: TCP, UDP, GRE, ICMP, ESP, AH. With that information you can contact Spot On customer support and we will escalate your difficulties to our Tier II group to attempt to solve your issue in a timely manner. There are adjustments that can be made that may solve your connectivity issue. .

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