TSMC Online Troubleshooting Guide

-	How can I assist the TSMC-Online Administrator to solve my problem ?
-	How can I refresh my browser - to assure I view the latest information ?
-	How do I setup my browser cookies - for improved Online security access ?
-	How do I decipher error messages from my browser ?
-	How do I check my connection to Online ?
-	How do I troubleshoot my IE browser ?
-	How do I troubleshoot my Netscape browser ?
-	Generic terms.

How can I assist the TSMC-Online Administrator to solve my problem ?

Make it easier for your queries, problems or comments to be answered by including the following information in your emails to TSMC-Online's system administrator: ONLINE_ADM@TSMC.COM
1: Your Online User ID & Password (so we may test your connection and environment faster). Your login parameters will be kept confidential.
2: Screenshot of the error message or issue of concern.
3: Type of Operating System.
4: Browser type and version.
5: Additional information that could assist us to answer your request faster.

How can I refresh my browser - to assure I view the latest information ?

Sometimes clicking the 'Refresh' button at the top of the browser screen does not always refresh your browser! You need to clear the cache memory. The following steps guide you on cleaning your browser, so that the latest information is shown. If you are using Microsoft Internet Explorer, please clean your cache by following these steps:

IE browsers
1: Tools.
2: Internet Options.
3: General.
4: Temporary Internet Files - click the ' Delete Files' button.

Netscape browsers
1: Edit.
2: Preferences.
3: Advanced.
4: Cache.
5: Clear Memory Cache.
6: Clear Disk Cache.
Or
1: Options.
2: Network Preferences.
3: Cache and then click on the 2 buttons to clear the disk cache and the memory cache.

How can I setup my browser cookies - for improved Online security access ?

IE browsers
1: Tools.
2: Internet Options.
3: Security.
4: Customer Level.
5: Scroll down to cookies.
6: Click 'Enable'.

Netscape browsers
1: Edit.
2: Preferences.
3: Advanced.
4: Click 'Accept All Cookies'.

How do I decipher error messages from my browser ?

Deciphering the cryptic error messages are often the main problem when troubleshooting your browser.

Before troubleshooting, please try to access the same URL a few times. Temporary network glitches may clear by the time you reload the page. Also make sure you regularly clear your browser cache (see how to refresh your browser, above). To make sure that your workstation and Internet connection are functioning properly, try to access another site immediately after receiving an error. If you receive the same error several times on different sites that you have been able to access before, the problem may be with your own connection.

How do I check my connection to Online ?

Pinging will enable you to check whether the host name can be reached from your system.

Example: ping online.tsmc.com (Note: this must be entered in DOS mode).
The host name is typically the name shown after the @ in an email address, the name shown after the www on a web address or the address you would need to telnet to a remote location.

How do I troubleshoot my IE browser ?

Error Message	Possible Cause	Tips
Out of memory error - when launching your Internet Explorer.	The virtual memory could be disabled or some other memory configuration error(s).	On your Windows platform, try this: To enable virtual memory, follow these steps: Click the Start button, point to Settings, and then click Control Panel. Double-click the System icon (then click Advanced). On the Performance tab, click the Virtual Memory option. Click the "Let Windows manage my virtual memory settings (recommended)" option. Or, if you must use your own virtual memory settings, allow as much space as possible for the maximum size then click OK.
The Internet site was not found. Please make sure the address is correct. Could not open http://... Out of memory error - when launching your Internet Explorer.	Improper client configuration, invalid URL, or network connection malfunction.	Check to make sure that your workstation connection is functioning. Try to access two other sites that you normally are able to access easily. If you cannot, it is possible that you may have lost your modem or network connection. Disconnect and relogin. Double-check the spelling of the URL. If you have recently upgraded your copy of Explorer, double check the network settings to make sure that all needed info is present.
Unable to open your desired homepage ... The site reports that the item you requested could not be found.	The remote server is telling you that the first part of the URL (http://www.tsmc.com) is correct, but the specific page you were looking for (~homepage) does not exist, probably due to an incorrect or invalid URL.	Check typing and try again. The site may no longer exist. Confirm URL when possible with creator/author or webmaster.
The Internet site "..." was not found. Please make sure the address is correct.	In this case, the URL is completely wrong.	Double-check the URL, or confirm through the creator/author or webmaster. Try to Ping the site to make sure it exists or is online.
Cannot open... You do not have permission to open this item.	Often results from an invalid or improper URL.	Ping the site to make sure that the site is up and running. If you get this error for several sites, try troubleshooting your Internet connection (e.g., disconnect, redial and relogin).
Unable to open: The required Internet protocol is not installed, or the address may be invalid.	Network lag/slowness problem.	Ping the site to see if it is alive. If alive, then it could be lag. Otherwise, the service really is unavailable.
>>More Info.

How do I troubleshoot my Netscape browser ?

Error Message	Possible Cause	Tips
Unknown file type, no viewer configured for the file type, or unable to launch an external viewer.	There are many file types that Netscape will recognize automatically (Ex. JPG and GIF). If you are receiving this message, Netscape is telling you that the program has run into a file type it has not been configured to handle.	If you are downloading files, click on "Save to Disk" and select the directory where the downloaded file should be stored. Be sure that you remember what directory you saved the file. You can minimize the Saving Location window and go back to browsing although your connection will be slower. Otherwise, you will need to configure the viewer, external viewer, or get a Plug-in for that file type to view it.
Can't run Netscape after installing the newest version.	You may not be installing the file properly.	Be sure to uninstall and not delete your previous copy of Netscape Navigator. Reinstall your new version of Netscape. If it still fails, call your technical support rep.
The server does not have a DNS entry.	TCP/IP stack not present or malfunctioning. Temporary network slowness or problems. Can't access Internet through firewall. Requested site may not exist or YOU ARE NOT CONNECTED!	If you can reach another remote site successfully, chances are your TCP/IP stack is functioning. If you can't, try disconnecting, rebooting, and reestablishing your connection. Check with your network administrator to make sure that your account should be able to access the Internet through the firewall. Ping the host name to make sure it exists. Also, check the settings for your operating system's TCP/IP stack - Windows or Macintosh.
404 Not Found.	URL may not exist. Memory and disk caches may be set too low.	Under Options \| Network Preferences \| Cache, raise the cache gradually in 1000K increments. Confirm URL when possible with the webmaster for that site. *Note: Don't raise it too high either - this can cause memory and hard disk problems.
404 Access Denied.	File permissions are not set correctly or are not set to be accessed by certain groups.	If you believe that this is an error, you could try emailing the web page owner (or webmaster). The link could be bad or the URL may have been mistyped. Otherwise, there really isn't anything you can do.
503 Service unavailable.	Network lag/slowness problem.	Ping the site to see if it is alive. If alive, then it could be lag. Otherwise, the service really is unavailable.
Socket is not connected.	Usually temporary connection problem.	Try at least two other Web pages on different sites. Then, try the site you got the error on again. If you still get the error, you may wish to disconnect and reconnect to the server.
Connection timed out.	Network slowness or site is unavailable.	Ping the host site to determine if the site is accessible from your server. If alive, then it could be lag. Otherwise, the service really is unavailable.
Can't use Netscape to view a local file.	MOZOCK.DLL not loaded or used.	Check your Netscape directory to make sure that MOZOCK.DLL is available. If not, downloading a newer version or reinstalling Netscape may help. You can find this file at Netscape.
Reentrant call to interrupt window.	Usually seems to happen if you click "Stop" before a page has finished loading.	If you experience this often enough, try opening another Netscape window to go to another site. In a moment or two go back to the old window and exit then.
Connection reset by peer.	Remote host reset your connection.	Usually clicking "Reload" will bring up the URL normally.
System call 'connect' failed: connection refused.	Netscape was unable to connect to the remote host.	Often occurs because a system is down or not accepting connections. Use Ping to see if the host is alive or not. A route to the site may provide information also.
Can't read newsgroups.	Network connection information in Preferences incorrect, or problem with your provider's news server.	Check to make sure that Options \| Mail and News Preferences \| Servers information is complete and correct. The default of "news" is fine. If the problems continues, contact your company technical support to see if anyone else has reported similar problems.
General protection faults in Netscape.	Often related to software configuration issues.	Edit NETSCAPE.INI. In the "Network" section of NETSCAPE.INI, change the "Use Asynch DNS" line to "No". Some configurations of Windows networking software will fail using asynchronous DNS. Set "Max Connections" to "1". If this happens in email, delete the INBOX and INBOX.SMN files in the mail directory. Otherwise, please check out your operating system settings.
Invalid page faults in Netscape.	Invalid page faults are generally caused by lack of system resources, out of date video drivers, or a corrupt swap/paging file.	Close any unnecessary applications, contact your video card manufacturer for their latest drivers, and run scan disk and defrag to clear any hard drive errors that may be preventing Windows from correctly utilizing a paging or swap file. For Windows 95/98/NT go to http://support.microsoft.com and enter the OS you wish to read up on.
FTP transfers hang or disconnect after connecting successfully to FTP host.	Problem with SLIP/PPP TCP/IP stack configuration (the dialing software).	Go to Microsoft pages on how to solve this, or contact your network administrator.
Error 57 when attempting to FTP.	Usually occurs when an ftp server is overloaded or very busy.	Try to download the file at off-peak hours. Does not indicate a problem with Netscape.
"Reload" button doesn't really reload all files.	Netscape checks to see if there have been any changes of the files in cache compared to the files on the server depending on how you have the cache settings set. Certainly setting them to verify every time will fix the problem, but will force the web page to download every time you go to it including when you hit the "Back" button. "Once per session" is the typical setting for the cache. Problems can also result if the time/date stamp on the server or on your workstation are incorrect.	Force a complete reload press Shift-Ctrl-R keys or hold down the Shift key and click the "Reload" button.
>>More Info.

Generic terms

Domain name
This is the unique name that identifies an Internet location. The segments of the domain name are separated by dots.

Email address
The information needed to send email to a user through the Internet. Example: ONLINE_ADM@TSMC.COM

FAQ Frequently Asked Questions.
A compilation of often-requested information.

FTP File Transfer Protocol
A way of transferring files from one location to another by logging into another site.

Host
Serves as a focal point for WWW, telnet, ftp, and sometimes Gopher information requests from local users. Routes requests to other hosts.

Host name
This can be both the information after the @ in an email address and the address you would need to telnet to a remote location.

IP number
Numeric representation of a host name. Example: 203.66.102.81

Login
Entering user ID and password to gain access to a computer system. Login information typically involves a user ID and at least one password.

MAILER-DAEMON
A program used to detect mail problems. Provides error messages in the form of email to the sender with information.

Ping
This will enable you to check whether the host name can be reached from your system.
Example: ping online.tsmc.com (Note: this must be entered in DOS mode).


	Troubleshooting Guide

	The following troubleshoot tips and general guidelines are designed to help you connect to TSMC-Online as best as possible. Please note: TSMC-Online takes no responsibility for your network connection.