When you attempt to connect to your Internet service provider (ISP), you may receive the following error:
Error 691: Access was denied because the user name and/or password was invalid on the domain.
This behavior can occur if any of the following conditions are true:
- The settings for your dial-up connection to your ISP are configured incorrectly.
- The dial-up connection's security option is incorrectly configured to use the require secured password setting.
- Your ISP's Point-to-Point Protocol (PPP) server is not functioning properly.
- You type an incorrect username or password.
To resolve this issue (or issues), use the following methods, as necessary, in the order presented. After you finish each method, check to see whether you can connect to your ISP successfully.
NOTE: You must be logged on as an administrator or a member of the Administrators group to complete these procedures. If your computer is connected to a network, network policy settings may also prevent you from completing these procedures.
Verify Your User Name and Password
If the problem continues after you follow the steps in this article, try the following procedures. These procedures may help you determine the cause of the problem, or they may resolve the problem.
- Make sure that the CAPS LOCK key has not been accidentally pressed and engaged.
- Click Start, point to Connect To, and then click your dial-up connection.
- In the Connect dialog box, verify that your user name and password are correctly typed in the User name and Password boxes as provided by your ISP and then click Dial. NOTE: If you are not sure what your user name and password are, contact your ISP for assistance.