PAL FAQ's

How long is my version of PAL supported?
What operating system is my version of PAL supported on?
How can I verify the version of PAL that I am using?
I am not able to connect with PAL.What settings/information can I check or test?
How do I create a manual DUN connection?
How do I enable logging in PAL?
When I am trying to connect with PAL I am receiving an error number. What does the error number mean?
I am using Windows 2000 and PAL. When I connect with PAL I am not able to access Network drives or Network resources. This does not occur all of the time.
Will I be able to install a new version of PAL over the top of my existing version of PAL?
My install for PAL used to be 3 disks and the web site only has an option for a 4 or 5 disk install. Why was this change made and what install package should I use?
I’m trying to customize PAL and I am having problems. Where can I get assistance with customizations?
When my users try to update their phone book they are being prompted for a Verizon Business account number. What is the account number?
How often is the PAL phone book updated?
I reported a problem with a phone number in the PAL phone book. How long will it be before the correction shows up in the PAL phone book?
We used to see a phone number in xx city. We updated our phone book and we are no longer seeing this number. Why was this number removed?
When I launch PAL I am getting an error that it is not registered. What do I need to do to register the program?
I am not able to update my phone book using the update options available in PAL. Is there another way that I can update the phone book?
When I try to install PAL on my Windows NT operating system I am getting an error message that I do not have permission to install the software. Why?
I have customized PAL to disconnect my users after a specified amount of idle time. The users are not being disconnected after the specified amount of idle time. What can I do to make this work?
When PAL is installed a license agreement shows up. Is there any way to suppress this so our users do not have to click OK on this screen?
Can I have PAL launch other applications after a connection is made?
I’ve added my own numbers to the PAL phone book but when I launch PAL I am not seeing them. What could be causing this problem?
My company has purchased <Verizon Business product> from MCI. What template should my users be selecting?
My company just started rolling out Access Manager to our users. Can we have both PAL and Access Manager on the same pc?

PAL is supported for 2 years after it’s release date.

What operating system is my version of PAL supported on?

The matrix below shows the support dates and the operating systems supported.  PAL is only supported on the English version of the operating system.  Limited support is available on the non-English operating systems. 

*These versions were the first versions that supported Windows 2000.  We suggest upgrading to one of the newer versions to have all of the functionality of the Features within Windows 2000 and PAL. 

How can I verify the version of PAL that I am using?

Open PAL and choose the ABOUT PAL tab.  Example: If this line shows Ver. 4.2.2.545 you are using PAL version 4.22, build #545.

The ABOUT tab will also tell you the operating system, service pack, modem and the date of the PAL phone book that being used on that PC.

I am not able to connect with PAL. What settings/information can I check or test?

1. Verify that the modem being used is not STANDARD or GENERIC.  We do not support these as valid modem types.  Please install the modem using the correct manufacturer and model information.
2. Verify you are using the most current drivers for your modem.
3. We recommend that you set Data Compression to OFF and Error Correction to ON.  These settings are typically found in the modem properties but can vary based on operating system being used.
4. Check the modem properties/diagnostics and verify that the modem responds to commands that are being sent.
5. Test by attempting a connection manually using Dial-Up Networking (DUN).  This will identify the issue as being with PAL or with another component of your system.

How do I create a manual DUN connection?

These instructions will vary per the operating system that is being used and the method of login being used (Host Name, UIC and Password or Username@domain). 

Windows 98:

1. Double click on My Computer and select Dial-Up Networking
2. Double click on "make a new connection"
3. Type in the name that you want to call the connection and make sure that the modem listed is the correct modem and click on NEXT
4. Type in the phone number that you would like to use and select NEXT and then select FINISH.
5. To log on with a Host Name:         
1. Right click the connection you just created and choose PROPERTIES.
2. Click on the CONFIGURE button
3. Select the OPTIONS tab and then check "bring up terminal window after dialing".
4. OK out of the screen until you get back to the connections screen
5. Double click on the connection and remove the information that shows up in User name
6. Select connect
7. When the modems connect a black terminal screen will pop up. (1)
8. After a Carriage Return <ENTER key> you should see something the looks like ‘Hoote Nae’ on the screen
9. Hold down the SHIFT key, select then the "+" sign and then hit <ENTER> again.  You should now see a Host Name prompt.
10. Continue the log on by typing in what is asked for then <ENTER>
11. Once you see PPP is established (garbage scrolling on the screen, select the DONE button on the screen or choose the F7 key on the keyboard
6. To log on with a username@domain account:
1. Follow steps 1-4 above
2. Double click on the connection you want to use
3. Enter in your full login information in the User name field (username@domain)
4. Type in your password and select connect

Windows 2000:

1. Choose START – SETTINGS – NETWORK and DIAL UP CONNECTIONS
2. Select "make a new connection" and click on NEXT
3. Select "dial up to a private network" and click on NEXT
4. Select your modem and click on NEXT
5. Enter the phone number you want to dial and click on NEXT
6. Select the option that you want for Connection Availability (for just you or for all users) and click on NEXT
7. Type in the name that you want to call the connection and click on FINISH
8. This will bring up a dial/connect screen – Select PROPERTIES
9. To log on with a Host Name:
1. Select the SECURITY tab and then select  "show terminal window" and then click on OK
2. Follow steps f-j from the 98 instructions.
10. To log on with a username@domain account, enter in your information on the dial/connect screen and select CONNECT.

Windows NT with Service Pack 6a:

1. Double click on My Computer and select Dial-Up Networking
2. Click on the NEW Button
3. Enter in the name that you want to call the connection, add phone number you want to dial and then select the modem that you want to use.
4. If you are making a connection using a Host Name, click the CONFIGURE button and select the SCRIPT tab
1. Select the pop up terminal window option and click OK
2. Select DIAL and remove all of the information that shows up on the dialing screen
3. Follow steps f-j from the 98 instructions.
5. If you are making a connection using a username@domain account, select DIAL
1. Remove the information that is in the dialing screen and add your login information

1. Go to START-CONTROL PANEL-NETWORK CONNECTIONS or START-SETTINGS-CONTROL PANEL-NETWORK CONNECTIONS (the location depends on the configuration of your start menu  – Classic or Start Menu)
2. Select "create a new connection" from the left menu bar and then select NEXT
3. Select "connect to the internet" or "connection to the network at my workplace" and then select NEXT
4. Select "dial up connection" and then NEXT
5. Enter in the name of what you want to call the connection then select NEXT
6. Enter in the phone number that you would like to dial, then select NEXT and then FINISH
7. This will bring up a connection screen
8. To log on with a Host Name:
1. Select PROPERTIES
2. Select the SECURITY tab
3. Check "show terminal window" and select OK
4. This will bring you back out to the connection screen
5. Remove all of the information in the screen and then follow steps f-j from the 98 instructions.
9. To log on with a username@domain account:
1. Remove all of the information on the screen
2. Enter in your login information and select DIAL

How do I enable logging in PAL?

The only PAL specific log file is the Login Script file.  This log file is created when you have PAL's script engine print a log of characters, written to and read from the communications port during the login sequence. This information will be saved to c:\logtrace.log (2) and will be overwritten with each log on.

1. Click Configure Log Files on the About PAL panel
2. Check Login Script Log File.
3. Click OK.
4. Connect using PAL and then close the connection by disconnecting

Instructions for enabling modem and ppp logs are found in the Support and Troubleshooting chapter of the PAL Administrator’s Guide and PAL User’s Guide.  The instructions and files names will vary depending on the operating system that is being used.  The modem and ppp logs append the most current connection information to the bottom of the files.  All modem and ppp activity will be appended to the files until logging disabled.

A list of PAL specific error messages can be found in Appendix B of the Administrator’s Guide.  A PAL specific error will be in the number range of 101- 145.  PAL will also pass on any Microsoft DUN/RAS error numbers that it receives.  These error numbers will "normally" be in the range of 600-770.  You can find these error numbers by searching the Microsoft web page.

This is a known Microsoft bug,(3) The work-around is to have all three of the following enabled in PROPERTIES – NETWORKING of the connectoid that you are using. 

Internet Protocol
File and Printer Sharing for Microsoft Networks
Client for Microsoft Networks

Will I be able to install a new version of PAL over the top of my existing version of PAL?

In most cases, yes you will be able to install PAL over an existing version.(4) When we release a new version of PAL we test an "upgrade path".  This means that any version of PAL that is supported when a newer version goes into production will be tested.  Example: PAL 4.12 was still supported when 4.22 was released, so installing 4.22 over 4.12 was tested before it went into production.

My install for PAL used to be 3 disks and the web site only has an option for a 4 or 5 disk install.  Why was this change made and what install package should I use?

PAL’s install package used to be 3 or 4 disks, 3 disks without PALGina and 4 disks with PALGina (disk 4 ONLY contained PALGina install file).  The phone database has increased to a size where the install package would no longer fit on 3 disks. Some install files and the phone database are now on disk 4.  All of PALGina’s install files have been moved to disk 5. 

Please visit the PAL web page at http://pal.mci.com/customer_support/pal/index.shtml and download the Administrator’s Kit.  Once extracted, the Aministrator's Kit will provide you with an Administrator’s guide and a SAMPLES directory.  The Administrator's Guide contains instructions and information on how to customize PAL.  The SAMPLES directory contains examples of the most common files that customers customize.  Support is available with any customizations that are in the Admin Guide.

When my users try to update their phone book they are being prompted for a Verizon Business account number.  What is the account number? 

PAL uses a generic login for everyone when they update their phone book via a modem connection.  PAL adds this information to the PAL.INI file during installation.  This information is sometimes removed by the administrator or for some reason not added during the install.   We do not know what the password is for the account. 

If your users are reporting this error, please verify that they have the following information in their PAL.INI file.  If this information is not present you can copy it into the PAL.INI file:

[Connections]
Network Phone Database=Network Phone Database

[Account 74,6007]
Password=96BC8B93ACA9F3BFE31DBBBEBAEFDDF7FB2166C60748F9AA

[Active Session]
Active=Network Phone Database

[Network Phone Database]
Alternate=[None]
User=User (Network Phone Database)
Connector=Connector (Network Phone Database)
DialType=Tone
Modem=Modem (Network Phone Database)
Network-1=Primary Network (Network Phone Database)

[User (Network Phone Database)]
UserName=PAL
UserID=74,6007
LogonParams=HMITimeout=120
HMIMaxTime=120
Password=96BC8B93ACA9F3BFE31DBBBEBAEFDDF7FB2166C60748F9AA

[Connector (Network Phone Database)]
HostIPName=gateway.compuserve.com
HostIPAddress=
IPConnectTimeout=40
CheckCD=ON
WinsockCommType=
TAPILineName=U.S. Robotics 56K FAX EXT PnP #2
CommType=TELEPHONY
TAPILineID=74998

[Primary Network (Network Phone Database)]
Name=CompuServe
Rate=9600
Phone-1=1-800-3317166
Retries=0

How often is the PAL phone book updated?

The phone book is updated every two weeks.  The phone book is released every other Monday(5) at about 3PM EST.  If you would like to know the exact date of the release, you can check the release schedule at http://pal.mci.com/customer_support/pal/common/schedule.shtml

I reported a problem with a phone number in the PAL phone book.  How long will it be before the correction shows up in the PAL phone book?

This depends on when the problem is reported to Technical Support and PAL Development team.  We must receive network announcements and corrections by noon on the Monday before the update in order for the new information to appear in the updated database.   Example:  If we were to release a new phone book on 3/4/02, we would need to have any corrections or changes to PAL Development by 2/25/02 in order for them to be in the phone book (this is a best case scenario).

Periodically, we look at the phone book and remove numbers based on census information.  If a city’s population is below 50,000 the number will be removed.  Access numbers are also removed when we change providers in non-U.S. regions, when dial access may be blocked or when the access number changes for another reason.

First look in the PAL.INI file for something that looks like this:

[Registration]

Customer=.Handy.Widget|Fred.Customer|...|Joe.Salesman

UseKey = 3227563882 219222299 3707312414 3311982326

Verify that it is only three lines and verify that it does not word-wrap. If you had an older version of PAL, you can copy the registration key from it into the newer version. If you do not have a registration key, Please contact your account team with the following information and they will generate a key for you:

Client Company name:
Client Contact name:
Client Phone:
Client E-mail Address:

You can update your phone book manually, but you will need to be connected to the Internet to perform the download of the phone database file. 

1. Download the latest PAL phone directory by accessing http://pal.mci.com/customer_support/pal/pal_4/newf1.zip

2. The new phone book will be in a zipped file called newf1.zip. You will be prompted for a location to save the zipped file. You download the file to the Download directory under the main PAL directory.
    a. Example: C:\Program Files\PAL\Download\newf1.zip.
    b. Note: This is different for versions of PAL older than 4.11 - for older versions, you need to put the newf1.zip directly under the main PAL directory).
3. After newf1.zip has been downloaded, you need to run a batch file to update the phone book. To do this, double click on the autoupd.bat file in the main PAL directory.
    a. Example: C:\Program Files\PAL\autoupd.bat.
    b. Note: Do not use the autoupd.bat file in the PAL\Download directory. This file will not perform the complete update.
4. A DOS box will appear on your task bar until the update is complete. The update may take a few minutes.
5. Once this box disappears, open PAL and check the PAL Phone File Format date on your About PAL tab to verify a recent copy of the phone book has been installed. The phone book is updated every two weeks so make sure the date is within 2 weeks of the current date.

Administrator privileges are necessary on the pc to be able to install PAL on a Windows NT, Windows 2000 or Windows XP operating systems. 

I have customized PAL to disconnect my users after a specified amount of idle time.   The users are not being disconnected after the specified amount of idle time.  What can I do to make this work?

PAL's idle timer is invoked after the specified period of time has elapsed with no network traffic passing. Network traffic could, for example, consist of streaming audio or a download from a web site. Please verify that there are no other programs running on the PC that could be downloading or uploading information to/from the internet.

Some operating systems have their own idle timer settings.  The operating system timer will override the PAL timer if it is set higher.  You should double-check the settings on the operating system timer.

When PAL is installed a license agreement shows up.  Is there any way to suppress this so our users do not have to click OK on this screen? 

This dialog box shows up on each install for legal reasons.  If you want to suppress this dialog box you will need to contact your account team and they will get a contract to be signed.  Once we have received the signed contract, you will be supplied with the commands to disable this dialog box. 

Can I have PAL launch other applications after a connection is made?

PAL has the ability to launch other applications by utilizing the Tlaunch.ini file.  Please review the PAL Administrator’s Guide for more information and instructions on how to implement this.

1   The format of the addlist.txt file is not correct.  You can edit the addlist.txt file that is in the SAMPLE directory so you do not have to create the file from scratch. 
2.  If you have used a spreadsheet program to edit the addlist.txt file, make sure that you saved it as tab-delimited text file. 
3.  If you enter an invalid country, state, speed designation, service or view, the number will not be added to the PAL phone database.  You will want to refer to the Administrator’s Guide for correct information to use. 
4.  Check to make sure the number has not been removed by a delete rule in dellist.txt.
5.  If the provider is not listed in PAL then a script file needs to be added/created.
      a. Without a script, PAL will not display the phone number you added.
      b. The script name must correspond to the provider code/name, must be lower case and must be a valid MS-DOS® name (8 characters or less) with an .scr file extension.
      c. Most customers want to add a PPP Dial Access Server. To do this, name your provider ppp and you can use the ppp.scr file that comes with PAL.

My company has purchased <Verizon Business product> from MCI.  What template should my users be selecting?