169 Error Types

Windows NT Systems

There are 4 different types of possible 169 error codes that can occur under Windows NT based systems. For reference, the versions of Windows considered to be WinNT are posted below.

Windows NT 5.0 : Windows 2000 Server, Windows 2000 Pro
Windows NT 5.1 : Windows 2000 Pro SP4, Windows Xp Home, Windows XP Pro
Windows NT 5.2 : Windows Xp Service Pack 2
Windows NT 5.3 : Windows Xp64, Windows 2003

The types of registry problems are as follow:

TYPE 1: Registry Problem:  This is an OS level problem, when the Windows registry has actually been corrupted.  The causes of TYPE 1 169 problems can be anything from spyware and adware, to malfunctioning Anti-Virus products.  TYPE 1 issues may also arise when removing malicous software from a compuyter.  TYPE 1 169 issues are escalated to Tier II.

TYPE 2: Hardware Issues: TYPE 2 problems are caused by broken hardware within the computer. It may be that Windows is not correctly seeing the hardware, or there is a physical problem with the electrical current. If you come across a TYPE 2 169 error, refer to PC manufacturer.  Do not attempt to troubleshoot.

TYPE 3: Driver issues: TYPE 3 169 problems are caused by invalid, incorrect, or corrupted drivers within the Windows operating system.  If you come across a TYPE 3 169 error, refer to PC manufacturer.  Do not attempt to troubleshoot or repair a TYPE 3 error.

TYPE 4: Physical connection problem: TYPE 4 169 error problems can be corrected at the Tier I level.

Modem Issue: There is a potential modem issue that is covered at the end of this document.

Other Issues: Flipping the ethernet cable and releasing a 169 are two more issues that need to be addressed.

Step 1: Go to the start menu and click on RUN

Step 2: Type in the letter CMD and then click OK

Step 3: In the DOS box that comes up, type in: ipconfig /renew

Step 4: Get the error TYPE:

A: Error code : Operation was attempted on something that was not a socket

This signifies a TYPE 1 error Code. Send to Tier II.

Fixing a Winpocky error falls outside of the bounds of Tier I HSI support boundries. A couple of different fixes are available though:

C: Fix 3: While mentioned on Microsoft's fix, importing the registry data from a working Windows machine will

Again, these fixes are provided for reference. Cox Tier I technicians should not attempt to fix these.

B: Error code : DHCP host could not be contacted. Request has timed out.

This error signifies either a TYPE 2, TYPE 3, or TYPE 4 error code.

C: Error code : There is no error code, simply goes right back to the DOS prompt

D: Renews to an IP address: no problem found

Step 1: Turn the Computer Off.

Step 2: Unplug the power cord from the modem.

Step 3: Unplug the connection line from the computer.

Step 4: While the modem is unplugged, Turn the computer ON.

Step 5: When the computer finishes turning on click on Start.

Step 6: Now click on RUN.

Step 7: Type in CMD and hit Ok.

Step 8: Type in IPCONFIG

Step 9: Read the Information that is obtained.

 A 169 with the modem unplugged indicates that there is a hardware issue with the computer.  If the customer asks what this means, the following explanations can be offered:

Explanation: There is a hardware conflict with the computer.  The Windows operating system is not correctly seeing the state of the hardware connection.  With no power going to the modem,  and no connection from the modem to the computer, the computer should report that there is no cable plugged in.  If the computer does not indicate that a cable is not plugged in, then the computer hardware itself is not working correctly at the electrical level.  It is possible that the network card is either fried or shorted out. Determining the cause of this problem is beyond the support that Cox Communications can offer, and Cox Communications has to refer you to the computer manufactuer.

At this point refer the Customer to the PC manufacturer.

You "can" roll a truck, but the CU WILL be charged if there is not a Professional Installation on the account.

In other words, if the customer cannot produce a work order stating that Cox Communications installed the NIC inside the computer, the CU will be charged to repair the computer. There are a couple of options to repair a TYPE 2 169 error.

The TYPE 2 error may also be confused with afformentioned Modem issue that will be discussed later.

Some customers will probably be running a USB connection. In the case of USB, there should be no network adapter present in either the control panel or the ipconfig. It is very uncommon that there will be a TYPE 2 error with USB. While it is possible, a USB connection with a TYPE 2 error indicates that the Northbridge is probably damaged. In other words, you will probably never see a TYPE 2 error with USB. It is possible to see the other types of errors though.

1: Turn the computer off

2: Plug the modem's power cord back into the modem

3: Wait for the cable light to go solid.

4: Once the cable light is solid, turn the computer ON

5: Once the computer is on, click on START

6: Click on Run and type CMD

7: Type IPCONFIG

8: Check IP address If the address is 68.x.x.x, 24.x.x.x, or 70.x.x.x, try to go online

9: If IP address is 0.0.0.0 pc, it is a TYPE 3 169 error. Refer CU to computer Manufacturer.

10: If Ip address is back to 169.x.x.x proceed to Modem Issue Section

Explanation: There is a software conflict with the computer. The TCP/IP stack of Microsoft Windows is not assigning any address to the adapter. The point of unplugging the line from the computer to the modem is to ensure that the hardware is functioning correctly. In this case, the hardware is working normally, and does recognize when no device is present to assign an address to. That there is a 0.0.0.0 Ip address indicates that the drivers are not installed correctly or that there is a severe problem with the Microsoft Windows Operating system. In other words, there is something wrong with Microsoft Windows at the Code Level that is preventing the computer from correctly assigning an address. Cox Communications is unable to assist in repairing an Operating System Level error. As this is a problem with Microsoft Windows, we need to refer you to Microsoft or your PC manufacturer.

Some customers might demand a truck roll or to have Cox Communications fix this. Given that some customers may have NIC's installed by Cox Communications under a professional install, it might be tempting to roll those customers a truck. However, where TYPE 2 errors are generally caused by broken hardware, TYPE 3 errors are more of a software issue. While a Cox Technician may be able to fix the problem on site by re-installing the drivers, chances are there is something else incorrect with the operating system to cause a TYPE 3 error.  More than likely, the customer WILL BE charged for a truck roll, and it is doubtful that a Cox field tech could do anything to fix the problem. Play it safe, save a truck, and send the cu to PC Manufacturer for a Microsoft Windows issue.

As mentioned at the beginning of the document, there is a potential modem issue that could also cause a 169 error to occur. This is when the Modem's CPE bridging table has failed over or been damaged. Sometimes there will be computers that will giive the ipconfig result of Media State Media Disconnected without the cable plugged in, but give a 169.x.x.x when the cable is plugged in. These errors are generally TYPE 2 errors which are physical connection problems. Physical Connection Problems include the NIC in the computer, the actual line to the modem, and the Modem itself. If all troubleshooting steps are met and the computer pulls a 169.x.x.x IP address when the cable is plugged in, even after verifying the Media State Media Disconnected the call can be transferred to Tier II.  However, the problem is likely to either be a bad NIC, or bad modem. There is a possibility that it might be a line issue, which is covered below under Other Issues

Testing the modem is actually a simple process if the CU has another computer. If another computer can connect, then the issue has to be with the Hardware of the original computer. If neither computer can connect then the issue is the modem. Schedule a truck roll.

If the customer does not have a second computer on hand with which to verify the connection, the determination can be a bit difficult to make. It really is a judgement call on whether or not to send to Tier II.  Tier II does have the ability to attempt a Winsock fix, which may resolve the problem, but it may not. It would actually be safer to schedule a truck roll and allow a field tech to determine if it is a hardware or software issue.

Flipping the Ethernet Cable

Releasing a 169.X.X.X Ip address

Never attempt to release a 169.x.x.x error code. 169 errors do not release, and sending up a 169 error to Tier II after attempting a release will only result in a kickback.

Rebuilding the TCP/IP stack