Incident Notification
Incident
In the past week the iBurst contact centre started receiving calls on a new error type which is as follows:
“ERROR: 734 PPP Link Control Was Terminated”
Cause
After investigations we have identified two causes for this error and they are as follows:
• There was a Windows Vista update that was released on the 25th of October 2008. After this update was successfully installed this error came up.
• There was an AVG security software update that was released on the 29th of October 2008. After this update was successfully installed this error came up.
Symptoms
Users will not be able to connect successfully with their iBurst modems.
Users Affected
This error only affects users on Windows Vista utilising the iBurst drivers on a Laptop modem, Express modem and users connecting on the USB cable. Clients connecting via the Ethernet cable (Network cable) are not affected by this.
Fixes or Solutions
• For Vista users, rollback to the 24th set up and turn off automatic Updates. See below
o Click on start
o On the Search bar on the bottom left of the screen type in restore
o Click on system restore
o A Pop up will appear and click on Continue
o Select on Choose a different restore point and click next
o A calendar will appear and select the date in which you want to restore
o Confirm and run the restore
o After the restore is done and the computer has restarted before connecting to the internet
o Click on start
o Click on control panel
o Select windows update and select off
o Click on OK to confirm that the automatic updates have been switched off
• For AVG users, rollback to the 28th set up and turn off Automatic Updates
o Open AVG user interface Via the Right mouse button on the AVG system tray icon
o Click on Tools
o Choose Advanced Settings
o Click on the last section called UPDATE
o Then click on the Update
o Underneath UPDATE, click on URL
o On the right hand side underneath Update Setting, make sure that you uncheck the boxes with URL http://update.avg.com/softw/80/update/ and uncheck URL http://backup.avg.cz/softw/80/update/
Recommendations
We recommend that you only do an update on Both Vista and AVG next week as we understand that users have to run updates on their systems. We are hoping that in the next update both Microsoft and AVG would have addressed these bugs.
Should you need any assistance, please contact us on 0861 iBurst.
Incident
In the past week the iBurst contact centre started receiving calls on a new error type which is as follows:
“ERROR: 734 PPP Link Control Was Terminated”
Cause
After investigations we have identified two causes for this error and they are as follows:
• There was a Windows Vista update that was released on the 25th of October 2008. After this update was successfully installed this error came up.
• There was an AVG security software update that was released on the 29th of October 2008. After this update was successfully installed this error came up.
Symptoms
Users will not be able to connect successfully with their iBurst modems.
Users Affected
This error only affects users on Windows Vista utilising the iBurst drivers on a Laptop modem, Express modem and users connecting on the USB cable. Clients connecting via the Ethernet cable (Network cable) are not affected by this.
Fixes or Solutions
• For Vista users, rollback to the 24th set up and turn off automatic Updates. See below
o Click on start
o On the Search bar on the bottom left of the screen type in restore
o Click on system restore
o A Pop up will appear and click on Continue
o Select on Choose a different restore point and click next
o A calendar will appear and select the date in which you want to restore
o Confirm and run the restore
o After the restore is done and the computer has restarted before connecting to the internet
o Click on start
o Click on control panel
o Select windows update and select off
o Click on OK to confirm that the automatic updates have been switched off
• For AVG users, rollback to the 28th set up and turn off Automatic Updates
o Open AVG user interface Via the Right mouse button on the AVG system tray icon
o Click on Tools
o Choose Advanced Settings
o Click on the last section called UPDATE
o Then click on the Update
o Underneath UPDATE, click on URL
o On the right hand side underneath Update Setting, make sure that you uncheck the boxes with URL http://update.avg.com/softw/80/update/ and uncheck URL http://backup.avg.cz/softw/80/update/
Recommendations
We recommend that you only do an update on Both Vista and AVG next week as we understand that users have to run updates on their systems. We are hoping that in the next update both Microsoft and AVG would have addressed these bugs.
Should you need any assistance, please contact us on 0861 iBurst.