 |
| Answers to Frequently Asked Questions
|
 |
Q. Do I need two network adapters to use SyGate 2.0?
A. Yes, depends on the configuration of your computer. SyGate is designed to send
data from one adapter to another adapter, requiring two network devices (a dial-up modem
and a network card OR two network cards). If you are using "Dial-Up Networking",
you will have a "Dial-Up Adapter" and a LAN adapter (i.e.: NDC 10/100 Fast
Ethernet PCI Adapter). Keep in mind that a "Dial-Up Adapter" is not a physical
hardware adapter that plugs onto your motherboard, it is only a software adapter. If you
are using Cable modem/ADSL, you will have two physical network adapters. One of which is
used for your Cable modem or DSL. The second network interface card is required to connect
to other computer on LAN. |
|
Q. What types of cable modems do SyGate 2.0 work with?
A. Two-way cable modems work fine with SyGate. Most one-way cable modems will not
work with SyGate such as the Motorola Surfboard 1000. However some one-way cable modems
such as the Motorola Surfboard 1200 that have a built-in analog modem and cable modem work
fine. |
|
Q. Does SyGate 2.0 support Windows 2000?
A. Your 2.0 version of SyGate is not supported under Windows 2000. SyGate version
3.1 (or higher) works fine with Windows 2000. You can upgrade your SyGate 2.0 to a 1-year
SyGate 3.1 license by downloading the software at www.sybergen.com. If you are using
Windows 2000 or Windows ME, we recommend that you use Internet Connection Sharing (ICS)
software that came bundled with your Microsoft CD-ROM. ICS is an add-on software from
Microsoft which works very similar to SyGate. To configure Windows 2000 as a SyGate client
for Internet through a SyGate server, set the preferred and alternate DNS entries in the
TCP/IP properties to be the ISP recommended DNS settings and set the Gateway entry to be
the SyGate servers local TCP/IP address (i.e. 192.168.0.1). To use Windows 2000 as a
SyGate server, you cannot have Windows 2000's Internet Connection Sharing (ICS) enabled. |
|
Q. Does SyGate 2.0 support America Online?
A. SyGate 2.0 fully supports AOL dial-up services and AOL 4.0 special software.
SyGate allows the sharing of an AOL account to access the Internet from a local network.
SyGate implements a special built-in function to allow users on a local network to
automatically trigger a single SyGate server computer with AOL software a dial-up and
login to AOL and then share it's Internet connection. AOL 5.0 software requires SyGate
3.11 or higher. |
|
Q. Does SyGate 2.0 support free ISP services (i.e: NetZero, FreeLane,
FreeWWWeb, etc…)?
A. To use other proprietary Internet Service other than America Online, you must:
- Select the proper "Dial-up Entry" in SyGate that corresponds to the ISP you
are using.
- Disable the "Dial-on-demand" option in SyGate.
- Established your Internet connection manually before running SyGate.
- Make sure that the "Engine Status" in SyGate reads "running, online"
before you attempt to access the
- Internet from the Client computer.
- If the Engine Status is "running, offline", you either have selected an
incorrect Dial-up Entry or your current
- ISP is not supported by SyGate 2.0.
|
Q.What do I need to have setup before I install SyGate?
A. You should have your TCP/IP installed and configured properly on each computer
before installing SyGate. The TCP/IP on your computers should be able to communicate with
other computer(s) on the Local Area Network. On the Server computer, make sure that your
TCP/IP have properly configured so that it can access the Internet. Often time, your ISP
will provide you with the necessary values for your TCP/IP settings. (Click here to learn
how to configure your TCP/IP) |
|
Q. I installed TCP/IP, how can I determine if my TCP/IP is working
properly?
A. To use the "ping" command on Windows 95/98/NT, click on "Start
> Programs > MS-DOS Prompt". For Windows 2000, click on "Start >
Programs > Accessories > Command Prompt"
- On the Server computer, type "Ping 192.168.0.1" at the command prompt to see
if you can ping your own IP address (this assumes that your Server computer IP address is
192.168.0.1). If you have setup your TCP/IP correctly, you should get replies using this
command.
- Now try to ping the Client computer from the Server computer using a similar command:
"ping 192.168.0.2". (This assumes that the IP address for you Client computer is
192.168.0.2). If you get replies, your TCP/IP settings on the Server computer is properly
configured.
- On the Client computer, try to ping the computer using its own IP address and using the
Server’s IP address. If both work, your TCP/IP on the Client computer is working.
To find out whether or not your computers have valid TCP/IP settings, you can also use
'ipconfig.exe'(Win98/2000/NT) and 'winipcfg.exe' on Win95/98 in the "Command
Prompt". This utility will tell you what TCP/IP values are assigned to each PC. If
you have properly configured your network and TCP/IP, you should be able to successfully
perform the following:
- Ping the Client computer from the Server computer
- Ping the Client computer to other Client computer (if you have more than 2 computers)
- Ping the Server computer from the Client computer
- Ping 207.155.255.110 from the Server computer (while connected to the Internet)
- Ping www.sohoware.com from the Server computer (while connected to the Internet)
If you are able to successfully perform ALL of these tests, you are now ready to
install SyGate 2.0. |
|
Q. Do I need to install SyGate on all of the computers in my existing
network?
A. No, you should only install SyGate 2.0 on the computer with the Internet
connection, this will be the SyGate Server computer. Then enter the private TCP/IP address
(i.e.192.168.0.1) that is being used on the SyGate Server computer into both the
"Gateway" and "DNS" settings within the TCP/IP properties on all other
computers (Clients). They will then go to the SyGate Server computer as their Gateway and
DNS Server when an Internet connection is needed. |
|
Q. I installed SyGate on the Server computer. My Server computer has
full access to the Internet. I can ping the Client computer from the Server computer and
vice versa. I can ping "207.155.255.110" from the Client computer but I cannot
ping www.sohoware.com.
A. If your Server computer has full access to the Internet and if you can ping
using an IP address but not a domain name from the Client computer, this means your Domain
Name Server has not been configured properly.
- On the Client PC, click on Start > Settings > Control Panel > Network
- Double-click on the TCP/IP of your LAN adapter (i.e.: TCP/IP > NDC 10/100 Fast
Ethernet PCI Adapter)
- Go to the "DNS Configuration" tab
- Make sure that the DNS is "Enabled"
- Type in any "Host name" you want
- Leave the "Domain name" blank
- Enter the Server PC’s IP address (i.e: 192.168.0.1) and the DNS numbers provided by
your ISP (if available) in
- the box labeled "DNS Domain Server Search Order"
- Make sure that your Gateway is the same as the Server PC’s IP address.
- Also make sure that you are using the same Subnet Mask on all of the computers.
|
Q. My ISP automatically assigns DNS numbers and I cannot obtain it from
them. Am I still able to use SyGate to share my Internet connection?
A. You can still use SyGate by manually finding out what DNS your ISP is using by
performing the following:
- On the Server computer with an established Internet connection, click "Start >
Run"
- At the "Run" dialog, type "WINIPCFG.EXE", you will see a new window
title "IP Configuration"
- Click on the "More Info >>" button at the bottom, you should see a
screen similar to the one below:
- Look for a line that reads "DNS Servers", you should see the IP address next
to it. If there are more than 1 DNS numbers, you will see a button with "…"
(3 dots), click on this button to view the next DNS number.
- Write down these sets of numbers and enter at least two of these numbers in the
"DNS Configuration" tab on the Client computer(s).
- Restart your Client computer(s), you should be able to ping using the domain name and
view web pages the next time you logon to your Client computer(s).
|
|
Q. I typed "WINIPCFG.EXE" on my computer but nothing happen?
A. If you are using Windows 2000, you will not be able to use the
"WINIPCFG.EXE" command suggested above.
- For Windows 2000, you will need to click "Start > Programs > Accessories >
Command Prompt"
- At the command prompt, type "IPCONFIG.EXE". You will see the IP address
information on your screen.
|
|
Q. I unsuccessfully installed SyGate on my computer the first time, so
I uninstalled it using the SyGate Uninstall. When I attempt to reinstall SyGate, I got an
error message telling me that I must uninstall SyGate before trying to install SyGate
again.
A. The SyGate Uninstall may not have uninstalled completely, some components of
SyGate may still be in the registry. You will have to edit the Windows Registry to remove
these components manually. To do this:
- Click on "Start > Run", type "REGEDIT.EXE", click "OK"
- You will see a new window title "Registry Editor"
- First, back up your current registry by click on "Registry > Export",
select the directory and the file name where you want to keep this back-up file. Click
"OK" when done.
- Locate a folder called "HKEY_LOCAL_MACHINE", double-click on it to expand it.
- Next, locate a folder called "Software", double-click on it to expand it.
- Now, you should see a folder called "SyberGen", highlight this folder and
choose "Edit" on menu bar and select "Delete" to remove this folder
from the registry.
- Exit the Registry Editor and restart your computer.
- After restarting, you should be able to install SyGate software again.
|
|
Q. My networked computers cannot browse the Internet through SyGate?
A. Make sure that your browser application or Internet options control panel is not
configured to use a proxy server for your Internet connection. If no proxy is specified in
your settings, first make sure the Internet browser is working on the SyGate server
computer, then use these recommended settings. |
|
Q. Why use SyGate instead of Microsoft's Internet Connection Sharing
(ICS)?
A.
- Fully compatible with all current Windows operating systems - doesn't require an upgrade
from a previous operating system.
- Supports 3, 6, 10, 25, and unlimited client computers instead of just five client
computers.
- Built-in diagnostics to detect potential problems with your Internet connection as well
as your local network settings.
- Built-in support for Virtual Private Networking (VPN), NetMeeting, ICQ, and several
complex network games and business applications.
- Strong configuration capabilities through application rules - allows nearly any Internet
application to work from your entire network.
|
|
Q. Can others dial-in to share my Internet connection?
A. SyGate is designed to send and receive from the local network to the Internet so
the dial-in connection must be to a client computer and not to the server computer. |
|
Q. What if I have more computers than my license is for?
A. The SyGate 2.0 that you received in your SOHOware Network Kit is a two
concurrent user license (it supports one networked computer and the server computer). If
you have more computers than your license is for and one of your users closes their
Internet applications, another user could then have access. If your Internet requirements
grow, you would need to purchase and upgrade the license at www.sybergen.com. |
|
Q. Does SyGate support multiple subnets?
A. You can access a SyGate server from multiple subnets if they are on the same
physical network. If planning to use a SyGate server computer on separate subnets in your
network, keep in mind that SyGate cannot route to multiple adapters (only from one
Ethernet card to another). |
|
Q. Does SyGate support DirecPC?
A. Yes. However we have had reports of performance issues on some configurations
due to packet size problems between the SyGate clients and what DirecPC expects to send
out. We have found that changing MTU on the SyGate client computers to 1466 can greatly
improve performance when using DirecPC as the Internet connection method. MTU can be
changed manually for the Ethernet card being used in the System registry if you are
familiar with this procedure, or by using a simple public domain utility such as TweakDUN.
|
|
Q. Does SyGate support Microsoft NetMeeting?
A. NetMeeting works through SyGate without any customization. The only limitation
is that the client computers will not be able to receive calls through the server computer
without first being logged into a directory service first. Directory services such as
Internet locator servers (ILS), MSN Messenger, or ICQ are common ways to setting up your
systems for incoming calls with NetMeeting. |
Q. What type of virtual private networking (VPN) works with SyGate?
Apprule settings (support for it is built into SyGate). Contact our Technical Support if
you need assistance with any specific settings for your VPN client software. |
|
Q. What does SyGate's APPRULE.CFG file do?
A. The "Apprule.cfg" file in the SyGate directory is used to allow unique
applications on your network to function on the Internet through SyGate. This file's
default settings allow most popular applications to work by default. The default
"Apprule.cfg" also has several predefined examples for various applications to
run on your network including Quicktime, FTP, Telnet, HTTP servers, Email servers, and
online games. You can enable these settings by editing this file with a text editor,
removing any comment flags (#), specifying the TCP/IP and port settings you want to
enable, saving the file, and then stopping and starting the SyGate service using the
SyGate manager application. You can find out more details on the Apprule.cfg file at
http://www.sybergen.com/support/conf_sg.htm. Also note that the "Apprule.cfg"
file settings on the SyGate server only apply to the computers running behind SyGate - not
to the SyGate server itself. Apprule's do not need to be defined for applications running
on the SyGate server computer. |
|
Q. How do I configure SyGate to use backup DNS in case the primary DNS
fails?
A. If the first DNS server listed in the TCP/IP properties on the SyGate server
computer fails, your networked computers may all of a sudden not be able to communicate on
the Internet. This can be corrected by manually specifying primary and backup DNS entries
in the DNS tab of the TCP/IP properties on each computer. |
|
Q. I can't get more than one player on the MSN Gaming Zone or MPlayer?
A. These online services currently limit connections to their network to one player
per public IP address, limiting your ability to connect more players from your local
network. We have found other online networks that support many of the same games such as
Heat.net work fine. |
|
Q. How do I configure Ident for SyGate?
A. Ident is used to by various IRC applications (IRC, mIRC, and others) to identify
you to host computers on the Internet. To get Ident to operate properly through SyGate,
install IRC or mIRC (or another IRC tool) on the SyGate server computer. Then select any
options to enable Ident on this computer in the programs connection settings (usually
"File, "Setup, "Ident"). Keep the IRC application running on the
SyGate server computer (you don't need to |
|
Q. How do I configure Net2Phone for SyGate?
A. Net2Phone is an Internet application used to communicate directly with other
Net2Phone users on the Internet. For Net2Phone to function with SyGate, you need to add
the following lines to the "[Config]" section of the "NET2FONE.INI"
file (located in C:\WINDOWS\NET2FONE.INI)... TCPPORT=6613
UDPPORT=6613 If you have multiple Net2Phone users on your SyGate network, you need to
duplicate these lines in the same file and change 6613 in the above example to 6614, 6615
- add TCPPORT and UDPPORT settings for each user. If you need to run Net2Phone on multiple
Sygate clients, you will also need to change the default Apprule.cfg file in the SyGate
directory accordingly. |
|
Q. How do I configure LapLink for SyGate?
A. To allow LapLink to operate on your SyGate network, you must edit the
"LLW.INI" file located at "/WINDOWS/TSI32/LLW/LLW.INI". After opening
the "LLW.INI" file, scroll to the "[TCP/IP]" section and add the
following line: ClientPort=xxxxx Where xxxxx is any number between 1025 and 65535 (do not
use 1547). A number above 30000 might be best, to avoid conflicts. Default TCP/IP Port
assignments can be found in RFC1700. Then, add the following lines to the Apprule.cfg file
(located in the SyGate directory): :INIT "Laplink Host"
IN TCP 1547 1547 192.168.0.10x 0 60000 -
:SUB
:END
:INIT "Laplink Guest"
IN TCP xxxxx xxxxx 192.168.0.10x 0 60000 -
:SUB
:END Where xxxxx is THE SAME NUMBER you used in configuring "ClientPort" on the
LapLink machine, and 10x it the correct number for the machine you are connecting to with
LapLink. Save the Apprule.cfg file and then restart the SyGate service using the SyGate
manager program for the settings to take effect. |
|
Q. How do I configure my Macintosh for an Internet connection through
SyGate?
A. To configure your Macintosh to work on your network behind SyGate, you can
configure the Macintosh TCP/IP control panel for "Configure using DHCP Server"
if you're using SyGate's built-in DHCP server. If you select "Configure
Manually", set the Router and Name server address entries to be the SyGate servers
TCP/IP address (i.e. 192.168.0.1) and assign the Macintosh it's own TCP/IP address in the
same range (i.e. 192.168.0.2). |
|
Q. How do I configure NTP (Network Time Protocol) for SyGate?
A. Open the Apprule.cfg file in the SyGate directory using a text editor and paste
in the following lines:
# NTP
:INIT "Network Time Protocol"
OUT UDP 123 123 0.0.0.0 0 -
:SUB
IN UDP 123 123 0.0.0.0 0 -
:END Make sure that the tab and spacing are the same as the existing Apprules and then
save the Apprule.cfg file, then restart the SyGate service using the SyGate manager
program. |
|
Q. How do I configure the Auto hang-up feature of SyGate?
A. The auto hang-up feature of SyGate is used to disconnect SyGate's dial-up
connection if no activity is detected within the specified period of time. This function
cannot be disabled, however if you wish for SyGate not to disconnect you can enter up to
six 9’s in this field (999999) which will keep SyGate online for several days if
there is no Internet activity. If there is Internet activity during any period, the
counter will start over from 0-999999 when the activity stops. |
|
Q. What is the option for username and password in SyGate used for?
A. This information is needed by SyGate for when SyGate dials the Internet
connection for the Dial-up networking profile selected. The username and password must
match exactly what is already entered into the Dial-up networking profile. The Dial-up
networking profile must also be configured to remember the password that is entered (Save
password). You can check this by using the Dial-up networking profile on the SyGate server
computer to make sure it works. |
Q. How do I configure RealJukebox by RealNetworks for SyGate?
A. RealAudio software works fine with SyGate networks without any special
configuration, however RealJukebox requires configuration of SyGate as SyGate cannot route
CDDB data via DNS forwarding. To correct this problem, specify the service providers
recommended DNS settings in the TCP/IP properties DNS tab on the networked computer -- or
alternatively you can use SyGate's built-in DHCP server with Advanced settings and specify
the service providers DNS servers in this dialog. |
|
Q. I cannot communicate with my service providers email, news, and web
servers?
A. Some service providers require domain suffix information on each computer to
reach their email, news, or web servers. You can obtain your domain suffix by going to the
following web page on our network: http://www.sygate.com/cgi-bin/gethost.cgi
This page should provide you with the domain suffix information for your connection (make
sure you are connecting through the SyGate server computer or one of the SyGate client
computers with the trouble). Once you know what your domain suffix information is, go to
the DNS tab of the TCP/IP properties on each computer and enter this information into the
section "Domain Suffix Search Order" in the "DNS" tab. We have only
found this issue to be relevant for @Home cable modem subscribers who are receiving their
Internet connection settings via DHCP. |
|
Q. My Internet connections stopped working through SyGate.
A. If your Internet connections on the networked computers were working through
SyGate and then stopped, the issue is most likely one of two different problems. The
first, SyGate may have temporarily lost contact with your ISP. If this occurs, going to
the SyGate manager program and stopping and starting the SyGate service should fix the
problem. If this does not resolve the issue, your ISP's primary DNS server may be down.
Check the primary DNS setting in the SyGate servers TCP/IP properties. The primary DNS IP
address will be the first item listed in the DNS tab. Once you know this IP address, go to
a command prompt on the SyGate server computer and "ping" it as follows.. ping
x.x.x.x where "x.x.x.x" is the IP address of your primary DNS server. If there
is no response, then go back to the SyGate servers TCP/IP properties DNS tab and reverse
the order listed of the primary and secondary DNS servers. |
|
Q. My LAN (Local Area Network) stopped working after I installed
SyGate.
A. If using Windows 95 or Windows 98, verify that file and printer sharing is
installed and enabled in the Network control panel. If it is or if using another operating
system, verify that the "subnet mask" is the same on all computers on the
network. Set the "subnet mask" entry in TCP/IP properties on all of the
computers to be the same. If subnet mask is the same on each computer and the issue
continues, go to the Network control panel and check the network bindings and then select
okay. Restart the computer to see if the network has restored itself. If not, go back to
the network control panel and remove and then add back the TCP/IP entry. These steps
usually resolve problems of this type. |
Q. My computer and Windows seem to be running run slower after
installing SyGate.
A. Your computer will be running slightly slower than before because Windows need
to load all of the drivers for your network components. In addition, your Internet access
on the Client computer will be slower than the Server computer because it has to go
through the SyGate gateway. |
|
Q. How should I troubleshoot lock-ups or system crashes with SyGate?
A. If your system locks-up or crashes when installing or running SyGate, we
recommend performing the following troubleshooting steps...
- Re-download SyGate to ensure the program fully transferred correctly to your system.
SyGate may have been be damaged during usage or during your initial download so this is a
good step to take prior to further action. After downloading, fully uninstall SyGate,
restart, and then install this newly downloaded version.
- Shut down any other services or applications not essential to the system running Windows
and attempt to duplicate the problem. If another service or application is isolated to
conflict with SyGate, please let us know immediately.
- Update your operating system with the latest service packs or updates available. If
using Windows NT 4.0, we recommend re-applying the last service pack applied to the system
again. This step will frequently repair problems with Windows NT.
- Check the modem or network card manufacturer for updated device drivers and install any
updates that are available. This step will also frequently repair problems of this type.
- Check to verify that your equipment is supported by SyGate. SyGate will work with all
known ISA and PCI Ethernet network adapters, analog modems, and DirecPC cards. SyGate
currently does not support multi-processor enabled Windows NT.
- SyGate also currently does not work with ATM or TokenRing adapters. If you have a
specific device you wish for SyGate to work with, please let us know.
|
|
Q. SyGate dials out if I do anything on my network, how can I stop
this?
A. If using Windows NT 4.0 on your network or as the SyGate server, edit the TCP/IP
properties and check the "WINS" tab to verify that the option to "Enable
DNS for Windows Resolution" is not enabled. Having this option enabled could cause
local network activity to attempt to contact the DNS server specified in TCP/IP. |
|
Q. My network card and hub show traffic when SyGate Manager is running?
A. The SyGate manager traffic you see is because the SyGate manager is
communicating information for other SyGate manager programs on your network. Each SyGate
manager program will send 1 packet to the network every 1-2 seconds. To stop this
activity, you must close the SyGate manager program and then remove it from your task bar
(right click on it and choose exit). |
|
Q. My workstation(s) sharing the PPPoE connection does not work
properly with SyGate/Access Server, what should I do?
A. Certain DSL service providers such as Bell Sympatico, Bell Atlantic, Bell South,
and Pacific Bell are currently offering a unique connection method for their service
called PPP over Ethernet. PPPoE has not been specifically designed for our software,
however, our users have reported that it works well if you reduce the MaxMTU setting until
no fragmentation is detected from a ping test on the client system. |
Q. How do I know what Max MTU setting I need for my server and
workstations(s)?
A. On the SERVER computer, you do not need to make any changes since it is not
affected.
- On a CLIENT computer, you will need to perform this test to obtain the best results.
- Open a DOS/Command Prompt and type "ping -f -l 1462 www.your-isp-name.com"
- If you get "Packet needs to be fragmented but DF set" you must reduce the
packet size (e.g. 1430 or 1400) repeat the test again. (Windows default is 1500)
*Sympatico users should refer to your ISP recommendation http://sympaticousers.org/faq/sharing-howto.htm
|
|
Q. Do you have a utility to change the MaxMTU setting related to PPPoE
software?
A. No, we do not currently provide a utility to change the MaxMTU settings. You
must change the MaxMTU settings through Windows Registry. * If you would like to set it
manually, do backup your existing registry for recovery purposes when needed. Windows
95/98 HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services
\Class\NetTrans\000x\MaxMTU="1462" (STRING Value) If you are unclear on which
000x folder is your current Ethernet Adapter, exit registry editor, go into your ethernet
TCP/IP setting under network configuration, enter an IP manually, close and reboot the
system. After reboot, get into the registry editor again, you will then find the 000x
folder contain the IP address you just entered. Windows NT
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\
”ethernet-adapter”\Parameters\Tcpip\MTU=”1462”(DWORD Value) Windows
2000 HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\
Tcpip\Parameters\Interfaces\{interface}\MTU="1500"(DWORD Value) |
|
Q. I'm having difficulty during installation on SyGate with PPPoE
connection, how do I install it?
A.During installation, skip the diagnostic and exit this test. Start SyGate Manager
and skip the diagnostic phase again. Open SyGate Manager one more time and it will prompt
you with a configuration screen. For WinPoET users, select "through dialup
networking" as your connection method and the proper adapter for your LAN (Ethernet
adapter) and Internet connection (Ethernet adapter) under Network Adapter Settings. After
completion, you must shutdown and reboot the system before using this application. For NTS
users, select "through Cable modem/DSL" as your connection method and the proper
adapter for your LAN (Ethernet adapter) and Internet connection (Network TeleSystems
PPPoE) under Network Adapter Settings. After completion, you must shutdown and reboot the
system before using this application. |
|
|
|
To reach a support agent during normal bussiness hours Contact Us |
