User guide

45 BT I-Connect User Guide
BT Telecommunications PLC 2003-2005
4 Section 4: Support
This is where you'll be able to find solutions to issues you may encounter whilst using
BT I-
Connect
.
Please consult both the
troubleshooting
page and the
frequently asked questions
(FAQ) page
before contacting
BT I-Connect Support
.
Contact Information
.
The recommended course of action if you have a problem with
BT I-Connect
is as follows.
1.
Consult this user guide, including the
troubleshooting
and
FAQ
sections.
2.
Consult any supporting documentation for
BT I-Connect
produced by
BT I-Connect
Support
.
3.
Refer to any profile specific
Contact Information
details.
4.
Contact
BT I-Connect Support
.
Back up
4.1 Troubleshooting
The following section describes issues that may be encountered whilst using
BT I-Connect
and
proposed resolutions. Please consult this and the
FAQ
page before contacting your IT support
department.
I don't have an icon on my desktop
There are no profiles list in the client
The profile I want is not listed
I can't install my profile
The "Connect" button does not come up when I select the profile I want to connect with
In the site search window I can't see all of a site name
My profile does not work. Whom do I contact?
I can't change the details listed in the profile window
I can't seem to connect with International Dial
I have tried to use an International Dial entry but cannot get connected
I have charges to my Hotel bill from connecting using the client. Is this correct?
I cannot see any International Dial entries for my location
The update to the Client has failed
The update to the search databases has failed
I don't have an icon on my desktop
If you have
BT I-Connect
installed and you have no icon on the desktop, it may have been deleted
post installation. You can also use the
BT I-Connect
entry in the
Start -> Programs
menu item if
present. To restore the desktop or menu shortcuts, you should repair the
BT I-Connect
installation
using the Windows control panel Add/Remove Programs option.
Back up
There are no profiles listed in the client
Profiles are installed on a per user basis, so if you have logged on to Windows using a different
user name then you will see a different profile set.