Tango Support for Mac OS FAQ

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Tango Support for Mac OS - General Questions

1. What is Tango Support? How does it relate to Tango Manager?
2. What's the difference between EnterNet for Mac OS and Tango Support?
3. My Monitor tab reports Errors from the Ping Tests. Is that bad?
4. What does the Basic Support test?
5. Why does my Modem not show up as found under the Connectivity or Basic Support test?
6. What is the latest version available for Tango Support for Mac?

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Q: What's the difference between EnterNet for Mac OS and Tango Support?

A: Tango Support provides some new features that EnterNet for Mac never supported, such as System Health monitor, ICMP probes, IP Address details, Test and Repair panels, and other system diagnostics.

Tango Support does not include support for older Mac OS versions 7.6 to 8.1. Apple no longer supports those operating systems. Tango Support does not include PPPoE access (the main feature of EnterNet for Mac), since that is now provided with Tango Access. ISPs will usually provide Tango Support when they have no requirement for PPPoE access.

Tango Support currently does not support Mac OS X.

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Q: My Monitor tab reports Errors from the Ping Tests. Is that bad?

A: Not necessarily. The Monitor will send Ping probes to verify a server's connectivity at a default 10 minute interval. If the connection has been stopped with Tango Access, you may see errors. If the DNS or Gateway servers are configured to not respond to Pings, you may also see this error.

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Q: What does the Basic Support test?

A: The Basic Support option test the Mac Operating System for the following:

My Computer: tests for minimum hardware and OS software requirements.

My Modem: tests for Efficient supported modems. If the modem is not responding, or is not accessible from IP access, it will show as not responding.

Internet Connection: A simple ping to the Gateway is sent. If a response is detected, it's marked successful.

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Q: Why does my Modem not show up as found under the Connectivity or Basic Support test?

A: There are several reasons for this to occur:

1. The modem is not connected properly - check cables and Modem lights
2. The modem is not a supported Efficient Modem, or the firmware is not supported by Tango Support.
3. The modem does not have an active IP address that matches the TCP configuration for the Mac. When this happens:
   • If you have Tango Access, verify that your PPPoE connection is established. Tango Access normally sets the TCP/IP configuration to use PPP, which only has an IP address when connected.
   • Reboot your system, verify that you have a valid IP address from the TCP/IP information, and then click Refresh again.

Note that if the TCP/IP is unavailable, the Refresh and Diagnostics button will be greyed out.

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Q: What is the latest version available for Tango Support for Mac?

A: The latest tango Support release is version 1.3. The release Notes are available here. This has been released to all Service providers with active support contracts, but occasionally there may be a delay for their own internal testing or customization before they ship to end-users. You cannot purchase a copy of Tango Support for Mac in single licenses.

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