This document describes what to do with network connection error.

For Yahoo! Messenger 10 and above, we created the "Connection Troubleshooter" to help you figure out what is causing your sign-in issue. The connection troubleshooter can help you fix some sign-in problems, or in other cases, it can gather data log files to send to the Yahoo! Messenger Team for additional diagnosis.

The connection troubleshooter opens automatically

The connection troubleshooter window automatically opens when Yahoo! Messenger detects a connection sign-in issue. To use the connection troubleshooter, click the Troubleshoot button to start the process.

Network connection issue

You'll get a connection troubleshooter window pop-up.

Note: If you aren't able to find the settings information within the Windows online help, please contact them for assistance.

What this means:

This means that Yahoo! Messenger can't find a connection to the Internet. Typical reasons for this are a disconnected cable, modem problems, or router problems.

Other reasons are incorrect settings in the Windows Internet Options, Windows Firewall settings, or Windows network settings, such as the Domain Name System (DNS) settings.

What you can do:

Check that all your cables are connected, restart your modem, or restart your router.

For Windows issues, go to the Windows online help and search for terms like "DNS" or "Firewall" to locate information about the proper settings. If you follow the Windows online help instructions, they should provide you with the steps for entering the proper settings.

HTTP connection issue

 You'll get a connection troubleshooter pop-up window

 Additional Notes:

• These instructions may vary depending on the version of Internet Explorer that you are using.
• These settings will vary depending on whether you use dial-up or local area network (LAN).
• To learn more about these settings, go to Windows online help and search for terms like "dial up," "LAN," or "proxy server."

What this means:

This means that Yahoo! Messenger can't access the Internet because the web browser, Internet Explorer, may have some Internet Options set incorrectly.

Note: You must use Internet Explorer to update your Internet Option settings. Yahoo! Messenger uses the setting from Internet Explorer to access the Internet.

What you can do:

You can rule out this problem by testing to see if your Internet connection is working.

• Go to the Yahoo! Home page

If you weren't able to connect to the Internet with Internet Explorer, you'll need to adjust your Internet Options:

1. Click the Tools menu in Internet Explorer.
2. Click Internet Options.
3. Click the Connections tab.
4. Verify that your existing connection settings are correct.  Your ISP or network administrator should be able to provide the appropriate settings.

Internet connection server issue

 You'll get a connection troubleshooter window.

Make a note of the connection settings before you change them, in case you need to go back to them later. This problem may only be temporary. If you experience delays with these new settings try switching back to the previous connection settings. An example would be if you are using a laptop computer from work while at home, you may need to change the settings for each location.

What this means:

This means that Yahoo! Messenger isn't able to connect to the Yahoo! Messenger Connection Server due to a possible issue with your connection settings within Yahoo! Messenger. This server helps Yahoo! Messenger find the right location to synch up with other servers.

Note: A server is a computer that is dedicated to a certain kind of job. For instance, the Yahoo! Login Server verifies whether a Yahoo! ID and password are correct.

What you can do:

Try changing the connection settings in Yahoo! Messenger. Here's how to change your connection settings in Yahoo! Messenger:

1. Select Connection Preferences from the "Messenger" menu and the "Yahoo! Messenger Preferences" window will open.
2. Under "Connection" at the right, click to select Connect via a proxy server and then select HTTP proxy.
3. Click OK.

Internet login server issue

You'll get a connection troubleshooter pop-up.

 If you need more help:

If you aren't able to fix your sign-in issue, please contact Yahoo! Customer Care. Let them know the steps that you've taken to try and fix this issue. If you have created log files using the connection troubleshooter, please also let them know about that. You can contact Yahoo! Customer Care by clicking the "Contact Customer Care" button on this page.

What this means:

This means that Yahoo! Messenger might not be able to "talk" to the Yahoo! Login Server because the security settings in your Internet Options aren't set correctly in the web browser, Internet Explorer.

Note: You must use Internet Explorer to update your security settings in Internet Options. Yahoo! Messenger uses the settings from Internet Explorer to access the Internet.

What you can do:

You can rule out that problem by testing to see if you can access a secure web page with Internet Explorer.

• Go to the Yahoo! login screen.

If you weren't able to connect to the secure web page with Internet Explorer, you will need to adjust your internet options:

1. Click the Tools menu in Internet Explorer.
2. Select Internet Options.
3. Click the Connections tab.
4. Click LAN settings and the "Local Area Network (LAN) Settings" window will open.
5. Under "Proxy server," click the check box for Use a proxy server for your LAN.
6. Click Advanced and the "Proxy Settings" window will open.
7. Under "Proxy address to use," verify that the information in the "Secure" and "Port" fields are correct.  Your ISP, network, or proxy administrator should be able to provide you with the appropriate settings.
8. Click OK for each window.

To learn more about these settings, go to Windows online help and search for terms like "LAN," or "proxy server."