In either case, it will be helpful to give as much detail as you can - for example, you might:
Describe the problem. Which machine(s)? Windows or Unix? Name the software, and/or describe icon. When did it start going wrong? Give us any diagnostic messages! Are any other service providers involved? What's your phone number?
Working from home on my Windows 95 PC I can't connect to otto using PuTTY secure shell. It worked fine last month. It says "access denied" after I enter my password. My ISP is ThunderNet. I'm in 599 Strand today on ext 9876