A Fast Guide to Troubleshooting Slow Speeds

• Speed Concerns
  
• Testing your Speeds
  
• Troubleshooting your Speeds
  
  
• Temporary Internet Files
• Firewalls/Proxy Servers
  
• Requirements
  
• Registry Enhancements
  
• DNS Settings
• Bypassing the Network
  
• Powercycling

Your Sprint Broadband Direct connection may not be the problem.

When you encounter a web site that is loading slowly, your first reaction might be to think that the connection is slow. But this may not be the case.

Sprint Broadband Direct (SBBD) does not connect you directly to individual web sites; it connects you to an intermediary, the Internet Service Provider (ISP). All SBBD can do is see that the transmission from (and to) the ISP goes like greased lightning. Unfortunately, we can't do anything about problems in other parts of the Internet or your computer. These can include:

1. Bogged-down web sites - When a web site experiences a very high number of visitors, it may become unable to respond. You may receive the message: "The page cannot be displayed" or the web site will respond, but slowly. You may be able to get to and from the web site very quickly, but once at the site, processing is delayed, resulting in what appears to be slow Internet speeds. It is similar to waiting in a slow grocery store line.
   
2. Heavy backbone traffic - You may have a network in your residence or business. When you connect with your ISP, you become part of a larger network. When your ISP connects you to the Internet, you become part of the largest network there is, the Internet, or the information superhighway. You share the same routes, routers, and backbones with other Internet users. Sometimes these backbones (the "main lines" through which packets of data flow over the Internet) get overloaded with traffic, resulting in slower speeds when getting to and returning from web sites. It is similar to being stuck in rush hour traffic in a large city. Sprint is not responsible for the maintenance or performance of non-Sprint backbones.
   
3. Faulty or broken routers - Any component on the Internet is liable to fail. If routers fail, your transmission will be redirected to another router, but that adds time to the trip. You have been forced to take a detour. Sprint is not responsible for the maintenance or performance of non-Sprint routers.
   
4. Your computer and networking peripherals - If you have an older computer, the components may not be up to date. The speeds on the SBBD network may be fine. However, your computer's ability to receive and process information may happen at a slower rate. If you are running several different applications simultaneously, your computer's ability to process rapidly may be compromised. Also, if your computer is part of a Local Area Network (LAN), the hubs and routers required by the LAN can also take a bite out of the Sprint delivery speeds.

Here's a quick rule of thumb: If you can connect quickly to certain web sites, but notice that it takes much longer to connect to others, then it's likely that the slowdown is due to factors that are out of the control of SBBD and the ISP.

Help yourself to faster speeds.
If you are experiencing across-the-board slow download speeds, you might think your only recourse is to call SBBD technical support right away. But in fact, there are actions you can take on your own that could resolve, or at least clarify, the problem. And no, you don't need an advanced degree in information technology to follow them. Below, we'll outline the procedures, most of which are similar to what an SBBD technical support representative would take you through.

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Testing Speeds

Here's an easy way to see whether your download speeds are up to par.
We've devised a speed gauge that will tell you what your current download speed is. Using it is as simple as looking at the speedometer on your car.

Click here to use our Speed Test. Within seconds you'll see a speed gauge in the form of a bar graph, with a box to the left listing line speeds in Kbps (kilobits per second) and KBps (kilobytes per second). If the bar in the graph goes into the green, you know that your download speeds are in the broadband range - that is, you are getting the fast speeds from SBBD that you signed up for. On the rare occasions when the bar only extends into the red- or mustard-colored part of the band, then there is an SBBD download issue, and you should contact technical support. (There will soon be an extensive searchable knowledgebase of solutions on the Sprint Broadband Direct site, from which you can obtain support and answers for many issues.)

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Troubleshooting Slow Speeds

1. Temporary Internet Files
   Don't Let Them Keep You Waiting
   
   When you browse the Internet, your browser stores various files from the sites you visit, in a folder or folders on the computer's hard drive. Up to a point, the files are beneficial, because retaining these elements can enable a site to load faster. Your browser can pick up part of the web site right from your computer instead of retrieving all the data from the site. Naturally, this makes your connection faster. Unfortunately, your browser doesn't know what sites you'll be returning to, so it retains every image, header, and piece of text that it can grab and store. As temporary Internet files accumulate on your hard drive - and they accumulate quickly if you spend much time on the Web - their virtue becomes a liability. The temporary Internet files soon begin to take up space on the hard drive that could be used for more productive purposes. Worse, these files can slow everything your computer does, including downloading from web sites. There are, however, simple procedures recommended by both Microsoft and Netscape that you can use to recoup valuable storage memory that can increase your download speeds. For additional questions or concerns regarding either browser, please visit their independent sites at http://www.netscape.com and http://support.microsoft.com. Sprint is not responsible for hardware or software failures that result from the use of recommended troubleshooting procedures provided.
   Deleting Temporary Internet Files
   To delete temporary Internet files using Microsoft Internet Explorer 4.0
   1. On the View menu in Internet Explorer, click Internet Options, and then click Delete Files.
   2. In the Delete Files dialog box, click OK, and then click OK again.
   
   To delete temporary Internet files using Microsoft Internet Explorer 5.0 or higher:
   1. From the Menu bar in Internet Explorer, click Tools>Internet Options.
   2. Under the General tab>Temporary Internet Files, click Delete Files, then click OK in the dialog box that is spawned.
   3. Under the General tab>History, click Clear History, then click OK in the dialog box that is spawned. Note: This will remove the items in the History log that provide a trail of each site you have visited, so if you want to retain this feature, skip step 3. Sometimes the time it takes to delete the files can be lengthy if there are a large number of temporary files.
   To delete temporary Internet files using Netscape Communicator 4.0 and higher:
   1. Click edit in the Tool menu.
   2. Click Preferences.
   3. In the Preferences dialog box, click the + sign to the left of Advanced to expand the menu.
   4. Click Cache to select it.
   5. Click Clear Memory Cache, then OK.
   6. Click Clear Disk Cache, then OK.
   To delete temporary Internet files using Microsoft Windows:
   1. Open Windows Explorer. Windows Explorer is usually found on the Start menu. If it is not, from the Start menu, click Run, type "Explorer" in the field that appears, and click OK.
   2. In the left frame of Windows Explorer, go to C:>Windows>Temporary Internet files (in Windows NT, C:>Winnt>Temporary Internet files).
   3. Click Temporary Internet files, and in the frame to the right, a list appears.
   4. Hold down Control+A. All the files in the frame to the right are highlighted.
   5. Delete them, either by going to File on the Menu bar and clicking Delete on the drop-down menu; by clicking the Delete icon in the toolbar; or by pressing the Delete key on the keyboard. The time it takes to delete the files may be lengthy if there are a large number of temporary Internet files.
   An alternative method using Microsoft Windows:
   1. On the desktop, double-click My Computer.
   2. Double-click C:>Windows>Temporary Internet Files (in Windows NT, C:>Winnt>Temporary Internet files).
   From here on, the steps are the same as 4 and 5 above.
   
   Limiting the Hard Drive Space Available for Temporary Internet Files
   You can control the amount of hard drive space on which temporary Internet files are stored. For more information on controlling the amount of disk space used for storing temporary Internet files, direct your browser to http://support.microsoft.com or http://www.netscape.com, and use their comprehensive search engines.
   To limit the hard drive space available for temporary Internet files in Microsoft Internet Explorer:
   1. In Internet Explorer, click Tools on the Menu bar and Internet Options on the ensuing drop-down menu.
   2. In the Temporary Internet Files section, click Settings.
   3. In the Setting section, slide the pointer under "Amount of disk space to use" all the way to the left.
   To limit hard drive space available for temporary Internet files in Netscape:
   1. Click Edit in the menu bar, then click Preferences.
   2. In the Preferences dialog box, find the Advanced line in the left-hand side of the box. Click the + sign to the left of Advanced.
   3. Click Cache. On the right-hand side of the box, designate how many megabytes of space you want to allot to the cache. Suggested size is 7.5 megabytes, which you enter as 7500 KB.
   
   We hope that this information will be useful to you. Please note, however, that Sprint cannot assist customers with questions or concerns about their browsers or browser settings. If you are having trouble with your browser, visit http://support.microsoft.com or http://www.netscape.com. Sprint is not responsible for hardware or software failures that result from the use of recommended troubleshooting procedures provided.
   
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2. Firewalls/Proxy Servers
   Your firewall protects you against hackers. It may also protect you against maximum speeds.
   Don't get us wrong - we're big fans of firewalls. Especially with an "always on" connection like SBBD, it's wise to have a firewall for security. Unfortunately, there is a tradeoff, because firewalls can degrade speeds.
   
   If you are part of a network that uses proxy servers, or shares bandwidth by using proxy software, this can also apply some drag. If one computer is assigned an Internet Protocol (IP) address and acts as a proxy server, it will take the bandwidth of that single IP and distribute it among other computers using the same Local Area Network (LAN), and can cause severe degradation and latency - both of which amount to slow downloads.
   
   You can test whether this is happening. Disable the firewall or proxy server (if you need assistance, consult the firewall or server instruction manuals or contact the manufacturer) and open the speed gauge again. If speeds have picked up significantly, the firewall is a likely suspect. If not, go on to the next step.
   
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3. Requirements
   For your Internet connection to be up to speed, your computer must be up to speed.
   To get the most out of your SBBD connection, your computer must meet certain specifications.
   
   Microsoft Windows requirements
   Macintosh requirements
   
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4. Registry Enhancements
   To see better, open your window.
   On a computer running Microsoft Windows, there is something called a TCP receive window. This basically determines how much data your computer can receive in a given period of time before it chokes. If the receive window is too small, broadband-transmitted data can overwhelm it. Not to worry: we have a fix for this.
   
   It's called RegEdit (also known as the Registry Patch). It expands the receive window from the default setting of 8,192 bytes to 49,152 bytes. To download RegEdit, click www.sprintbroadband.com/utilities. When the download is complete, reboot your computer and run a speed test using the speed gauge again. If speeds have picked up considerably, your problem may be behind you. If not, go on to the next step.
   
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5. DNS Settings
   Try a new setting.
   No, we don't mean move to a location with a better view. We're talking about DNS settings. DNS stands for Domain Name System, which is a program that translates web addresses in words - those familiar URLs such as www.yahoo.com - into numbers that computers and Internet routers understand. Your computer needs to know the DNS server (and the secondary server, if any) for your location. If it is mistaken for some reason about which DNS server to work through, speeds will suffer. The best preventative is to manually configure your DNS settings.
   
   
   • DNS servers for each SBBD service area
   • Manually configure your DNS server if you are running Microsoft Windows 95, Windows 98, or Windows Millennium Edition (ME)
   • Manually configure your DNS server if you are running Microsoft Windows 2000 or Windows NT
   • Manually configure your DNS server if you are using a Macintosh computer
   
   Check out the speed gauge again. Do speeds look a lot better? If not, go to the next step.
   
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6. Bypassing the Network
   Shut off the computer and disconnect any hubs, firewalls, and/orrouters in the network.
   (As noted earlier, firewalls and networking equipment can reduce the overall performance of your Sprint Broadband connection.) Then, using a crossover cable (the connectors have a different sequence of colored wires at either end), connect the Sprint Wireless Broadband Router (WBR) directly to the Network Interface Card (NIC) of your computer. After powering the computer, launch your Internet connection and check the speed test once more. Has eliminating the networking brought the download up to broadband speeds? If so, consult with your company's networking manager or the manufacturer or installer of the networking equipment.
   
   
   
7. Power Cycling
   Off again, on again.
   The next potential fix is to power cycle the Sprint Broadband Wireless Router (WBR), the device connected to the coaxial cable from the wall outlet and to your computer, and the transceiver, the dish on the roof. "Power cycle" is just the technical way of saying to turn something off and back on. Sometimes that's all it takes. To power cycle the WBR:
   
   
   1. Shut off the computer, as well as any hubs, firewalls, or routers in the network
      
   2. Disconnect the power cable for the WBR. (All lights on the WBR will go off.)
      
   3. Wait 30 seconds. (Electricity needs to drain from the circuitry.)
      
   4. Reconnect the power cable for the WBR.
      
   
   Restart the computer and other hardware that you shut off.
   Back to the speed gauge. Is the speed now in the hot rod category? If not, power cycle the transceiver:
   
   
   1. Disconnect the power cord for the transceiver. Do not disconnect the coaxial cable from the WBR.
      
   2. Disconnect the power cord for the WBR. This will turn off all lights on the WBR.
      
   3. Leave the WBR and transceiver disconnected for 15 minutes.
      
   4. After 15 minutes, reconnect power to the transceiver and then reconnect power to the WBR.
      
   
   Check the speed gauge once more. If the bar is in the green zone, congratulations. If not, congratulations are still in order, because you have successfully completed the same steps we would have taken you through during a technical support service call. But, it appears that the problem will not yield to a standard solution, and it's time to contact Sprint Broadband Direct technical support. Send us an e-mail, describing the problem and mentioning the specific troubleshooting steps you have taken. You can click on the Contact Support link on this page to initiate an e-mail.
   
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Requirements

Operating system version must be Windows 95 or higher.

To determine which version of Microsoft Windows you are using:

1. Right-click the My Computer icon on your desktop.
   
2. Click Properties.
   
3. On the General tab, under the System heading, verify that you are using Microsoft Windows 95 or higher.

CPU (central processing unit, i.e., the microprocessor) must be Pentium-class 133 MHz or greater.

To determine which version of Microsoft Windows you are using:

1. Right-click the My Computer icon on your desktop.
   
2. Click Properties.
   
3. On the General tab, under the System heading, verify that you are using Microsoft Windows 95 or higher.

RAM (Random Access Memory) must be at least 32MB (megabytes).

To verify the available RAM for a computer running Microsoft Windows:

1. Right-click the My Computer icon on your desktop.
   
2. Click Properties.
   
3. On the General tab, locate the amount of RAM in your computer.

At least 65MB (megabytes) of free hard drive space must be available.

To verify your computer's available hard drive space with Microsoft Windows:

1. Double-click the My Computer icon on your desktop.
   
2. Right-click on your hard drive, usually the (C:) drive.
   
3. Click Properties.
   
4. On the General tab, look for the free space information.

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Macintosh
Verify that your computer meets the Sprint Broadband Direct system requirements for a Macintosh computer

The Sprint Broadband Direct system requirements for a Macintosh computer are:

• PowerMac or higher
  
• 32MB of RAM
  
• 10Base-T Ethernet connection
  
• 65MB free hard disk space
  
• CD-ROM drive

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DNS Servers

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To manually configure the Domain Name System (DNS) server for Microsoft Windows 95, Windows 98, and Windows Millennium Edition (ME):

1. On your desktop, right-click the Network Neighborhood icon.
   
2. Click Properties.
   
3. Select the Protocol tab, highlight Transmission Control Protocol/Internet Protocol (TCP/IP), and click on Properties.
   
4. Select the DNS Configuration tab.
   
5. Click Enable DNS.
   
6. Enter your host name (refer to your installation paperwork).
   
7. In the Domain Search Order, enter the primary DNS address and click Add.
   
8. If there is a secondary DNS address, repeat the procedure.
   
9. Double-click OK and restart the computer.

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To manually configure the Domain Name System (DNS) for Microsoft Windows 2000 and Microsoft Windows NT:

1. Right-click on the Network Neighborhood icon on your desktop.
   
2. Click Properties.
   
3. Click Protocols.
   
4. Double click Transmission Control Protocol/Internet Protocol (TCP/IP).
   
5. In the Preferred DNS server field, enter the primary DNS address.
   
6. In the Alternate DNS server field, enter the secondary DNS address (provided that your region uses a secondary DNS).
   
7. Click OK on all menus.
   
8. Restart the computer.

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To manually configure TCP/IP settings on a Macintosh:

1. Open the drop-down Apple menu.
   
2. Go to Control Panels>TCP/IP.
   
3. At the TCP/IP Control Panel that opens, select Ethernet.
   
4. Set Configure to Manually.
   
5. Enter the computer IP address.
   
6. Enter the Subnet mask: 255.255.255.0
   
7. Enter Router (gateway) address.
   
8. Enter DNS numbers for city in which the WBR is active. For a list of DNS numbers,
   click here.
   
9. Close the window.
   

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