For Yahoo! BB users in Japan....
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When the Connection Fails

Q. My Yahoo! BB internet connection stopped working. What should I do?

A. Well, there are a number of things you can do before asking for help. Here is a list of steps to go through before seeking help from Yahoo! BB or BBapply, etc.

Trouble-Shooting Yahoo! BB Connections

If you are unable to load web pages, there are several things you can try to fix the problem.

Step-by-Step

Before starting, shut down your computer. Then, do the following things:

1. Check to see if your Yahoo! BB/SoftBank modem is connected to the Yahoo! BB server. If it is connected, then the LINK lamp (labled リンク, WAN or WLK on the modem) will be glowing steady.

NOTE: It is very important to understand that the LINK to the server is basic to the connection. Until the LINK lamp glows steady, nothing you do to your computer will fix the problem.

If the LINK lamp is glowing steady, skip to Step 5. Otherwise, continue to Step 2.

2. If you have a "Trio-3G Plus" modem, push the Reset (リセット) at the bottom of the front panel and watch the light show for a couple minutes until the lamps settle down. Then skip to Setp 5.

If you have any other modem, disconnect the power (round plug on rear of the modem) and go to Step 3.

3. Wait 30 seconds.

While waiting, make sure the rest of the cables are properly seated by disconnecting and reconnecting each of them at both ends.

4. Reconnect power to the modem.

All the lamps should come on right away. Then, after about five or ten seconds, all the lamps except Power should turn off. Then, over the next one or two minutes, various lamps will be blinking on and off.

5. Watch for the following two lamps to glow steady:

a. LINK (リンク, WLK or WAN)
b. BBPhone (BBフォン)

When those lamps glow steady, it indicates that the modem has connected with Yahoo's servers and you may continue with step 5.

However, if either or both fail to glow within three minutes, repeat the above steps but wait 20 minutes before restoring power to the modem. If either or both of those lamps still do not glow, you should contact Yahoo! BB. (Remember, if the LINK lamp doesn't glow steady, nothing you do to the computer or anything else will fix the probem. Be sure the Rep at Yahoo! BB understands that the LINK lamp is off or blinking when you contact them.)

If both glow steady, continue to Step 6.

6. Start the computer. The "pasokon" (パソコン, LAN or LLK) lamp should begin to glow steady. (This assumes you don't have a router attached to the pasakon port. If you do, the lamp should have already been glowing and starting the computer should make a lamp glow on the router.)

The modem lamps should appear as follows:

(Note: the order and exact labeling may be different depending on which modem you have. Also, some modems have 4 numbered LAN/Computer ports--whichever you are using is the one that should glow.)

Power (電源): On steady
Warning (警報): Off
LAN, Computer (パソコン) or LLK: On steady
Data (データ): Blinking
Link (リンク), WLK or WAN: On steady
Wireless LAN (無線LAN): Off unless a LAN card is inserted into the Yahoo modem in which case it should be on
BBPhone (BBフォン): On steady
Communication (通信): Blinking

The white "Trio" modems have the following additional round lamp/button at the bottom of the front panel:
Telephone Call Forwarding (電話転送開始). This function is not implemented at this time so it should be off.

The Trio 3-G Plus has a second round lamp/button below the above button:
Reset (リセット). This button is used to restart the modem.

If all the lamps indicate as above, then the modem has successfully restarted and appears able to communicating with the devices and servers properly.

7. Next, check to see if you now have access to the internet. Launch your browser and try to load a page. If it loads okay, refresh/reload the page to make sure it's not being loaded from cache (Cmd+r on Mac or Ctrl+r on Windows).

8. If you still cannot view web pages, check your phone by dialing a number to see if you get the pooh-pooh-pooh sounds after dialing but before the ringing starts.

If you do get the sounds, then it appears that you are connecting to the Yahoo! BBphone server so you check your computer's internet configuration.

9. If you do not get the pooh-pooh-pooh, then skip to Step 11. Otherwise, continue to Step 10.

10. If, after having reconfigured the computer's setting (link just above), you still cannot load web pages, then:

If you have a router or a wireless card installed between the Yahoo modem and the computer, then continue to Step 11.
If you do not have a router or wireless card installed, then you should skip to Step 12.

11. Disconnect the router or Wireless LAN card and connect directly from the computer to the Yahoo! BB/SoftBank modem by wire to eliminate the possibility of those items causing the failure. If you can now connect, the ptoblem lies with that device. If not, then continue to Step 12.

12. If all of the above has failed to get you connected, you should next contact Yahoo! BB.

Hope this helps.

Jimmie

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