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BOCA PRO16

Appendix A: Troubleshooting

This section is provided to help solve problems you may
encounter with your modem. Before you call Customer
Support, check to see whether your problem is answered in this
section.

Having Problems?

This flow chart is designed to help you work through
installation problems. The most common problems
encountered by new users relate to the way the modem is
installed. If you are having problems with your modem, work
through this chart. It will help you solve any simple
installation problems.

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Summary of Contents for PRO/6

Page 1: ...Installation Guide Product Code PRO16SA...

Page 2: ...2 BOCA PRO16...

Page 3: ...y dealers have customer service and technical support programs with varying levels of support offered depending on your needs and computer knowledge Please contact the dealer first whenever a problem...

Page 4: ...ext phone bill Damaged or Missing Items We use many world class quality assurance programs to ensure the product you purchased is of the highest caliber Sometimes however a component may be missing fr...

Page 5: ...necting Your PRO16SA 14 6 Testing Your PRO16SA 16 Testing Your PRO16SA with Windows 3 1 3 11 16 Installing Testing Your PRO16SA with Windows 95 18 7 The Option Switches 19 8 Software Setup Tips 21 App...

Page 6: ...em with sections on unpacking connecting testing setting up and configuring your new modem The guide also explains how your modem operates documents how to use your modem with communications software...

Page 7: ...omputers process information in the form of digital electronic signals Because telephone lines are designed to carry voice or sound a modem is required to convert the digital signals of the computer t...

Page 8: ...emodulation is the reverse process Boca Research Inc is an award winning developer of communications products and markets a range of modems that span low cost general purpose modems for home and educa...

Page 9: ...dem packaging will include some or all of the following Modem Unit Power Adapter RS 232 Serial Cable Telephone Line Cord Easy Installation Guide Fax Data Software It is recommended that you save the m...

Page 10: ...e that connects between the external modem and the computer Telephone Line Cord Your modem is provided with a telephone cable which plugs into any standard telephone socket Either end comes with an RJ...

Page 11: ...nd troubleshooting is also provided for any difficulties AT Command and S Register Reference Fax Data Software Fax Data software for Windows 95 and Windows 3 x allows you to send and receive faxes fro...

Page 12: ...r of COM ports that already exist so that you can configure your modem correctly The COM ports in your machine are controlled by two settings 1 Address which tells your computer at what hexadecimal lo...

Page 13: ...e Unlike an IRQ interrupt an address cannot be shared between two hardware devices For example If you are sharing an IRQ with the mouse on COM3 and your modem on COM4 when you run software to use the...

Page 14: ...power switch is OFF DOWN Then plug the small end of the power adapter into the power jack on the back of the modem and plug the power adapter into a standard 115V AC wall socket 4 Disconnect your pres...

Page 15: ...pplication that starts when you run Windows you will have to close it now in order to view COMCHECK Follow the on screen instructions NOTE You must have the Modem switch turned on up position for COMC...

Page 16: ...f the Program Manager 3 Choose the Accessories Group from the pull down menu 4 Double click on the icon called Terminal located in the Accessories Group If you cannot find the icon then go to the File...

Page 17: ...s Enter If your modem is configured properly it should echo back the word OK 10 Type ATD and press ENTER The modem should make a noise and you should hear the dial tone from the telephone also as if y...

Page 18: ...y 10 minutes depending on the speed of your machine If the modem is configured correctly Windows 95 will detect a standard modem attached If Windows 95 does not detect your modem check all the cables...

Page 19: ...ur modem in Dumb mode as well as providing additional features in Smart mode Switches 1 and 2 are used to select AT command mode or V 25bis command mode or control the state of the DTR and DSR signals...

Page 20: ...opback On F1 6 Down 4 Up Auto answer enabled n a 3 Up 4 Down Auto answer disabled n a 3 Down 4 Down Asynchronous operation n a 5 Up 4 Down Synchronous operation n a 5 Down 4 Down Answer mode n a 6 Up...

Page 21: ...the speed at which the computer is going to talk to the modem This is called Terminal Speed Port Speed or Baud Rate If you have a 14400bps 14 4k modem then set the Terminal Speed at 19200 If you have...

Page 22: ...to see whether your problem is answered in this section Having Problems This flow chart is designed to help you work through installation problems The most common problems encountered by new users re...

Page 23: ...h Are the option switches in the up position Run a PC communications program that has terminal mode Enter the Terminal Mode or Local Mode of your communications software GO TO NEXT PAGE START HERE Ins...

Page 24: ...es these third party communications programs will work with your modem Make sure the modem is connected to the COM port being used by your communications software FROM PREVIOUS PAGE Type AT F and pres...

Page 25: ...he File areas for any modem drivers or modem scripts that are available for your communications program If you encounter problems see Common Questions and Answers for a solution If you have no luck co...

Page 26: ...Class 2 Send Receive Fax Modem In the Reset box type ATZ Click OK Restart WinFax Your Boca PRO16SA supports Fax Class 1 and 2 The Boca Research Bulletin Board Boca Research provides a bulletin board...

Page 27: ...r factory defaults as they are sometimes known This will ensure your modem is reliably set up To do this Run a communications program and enter local mode or terminal mode Type AT F and press ENTER Ty...

Page 28: ...p My modem is not dialing out correctly If you are using your modem on a PBX and it is not dialing out correctly then check to see whether you are placing the necessary digit at the beginning of the t...

Page 29: ...devices that are sharing the phone line with the modem and test your connections again Devices such as fax machines telephone handsets and answering machines can sometimes cause interference with your...

Page 30: ...en modem and computer of 38400 The data will be sent to the modem too fast for it to process Flow Control is used to prevent the data in its buffer from being lost My modem returns NO Dial tone when I...

Page 31: ...on the screen after connecting The telephone line quality may be causing this problem By using the error correction features of your modem you should never see garbage or rubbish characters on your co...

Page 32: ...the factory Make sure error correction is switched on unless the information service does not support it Hang up and dial again You may get a better connection Lower the connection speed and try again...

Page 33: ...des a variety of modem scripts for various communications programs that you may obtain using the communications programs supplied with your modem My modem hangs up while it is trying to connect to ano...

Page 34: ...ess ENTER Exit the communications program My modem does not dial a stored phone number when used for synchronous communication Your computer may not be raising the DTR signal You usually use stored nu...

Page 35: ...ation If you want more information about the AT commands supported by your modem you may contact Boca Research for the BOCA PRO16 Modem Reference Guide This manual provides detailed information about...

Page 36: ...it will perform reliably and to your satisfaction If you do encounter problems Boca Research provides a team of trained technicians It is their goal to help solve your modem problem as quickly as poss...

Page 37: ...ram you are using For what application are you using the modem For example Dial CompuServe or Set up a bulletin board or Attach the modem to a mainframe computer The speed at which you are trying to u...

Page 38: ...ent like a very small flat blade screwdriver with a fine edge such as the type used to repair eyeglasses or a small pocket knife With the front of the unit facing you open the latch cover which concea...

Page 39: ...th the rear connectors on your right The default setting is for PSTN standard phone line or the two leftmost pins on the three pin jumper block Move the jumper to LL two rightmost pins for leased line...

Page 40: ...eased lines when connected to asynchronous synchronous computers or dedicated synchronous terminals Synchronous Operation Your modem supports two synchronous modes Mode 1 allows operation with compute...

Page 41: ...the modem Only variable speed mode is available in synchronous connections this refers to the modem s terminal speed Line Speeds Your modem supports a number of synchronous line speeds Your Command C...

Page 42: ...Mode 1 Your modem is capable of dialing remote systems in asynchronous mode and then automatically switching to synchronous mode once connection has been made If the connection is lost your modem wil...

Page 43: ...TE Your computer will not be able to hang up the modem if the DTR Option Switch is in the DOWN position DTR will always be asserted DTR must be lowered to make the modem hang up Synchronous Modes Asyn...

Page 44: ...cations are used Use the E0 and Q1 commands to disable character echo and response codes As soon as your modem has completed dialing it will examine the state of the DTR signal If DTR is asserted your...

Page 45: ...d for use with dedicated synchronous terminals The phone number to be dialed is stored in the modem the synchronous terminal causing the modem to dial by asserting the DTR signal When the terminal ass...

Page 46: ...and hang up To return to asynchronous mode Type AT M0 and press ENTER Your modem will remain in asynchronous mode DTR signal asserted Synchronous On line State Hang Up Connection Established DTR Lowe...

Page 47: ...uiet asynchronous mode if the carrier is lost for longer than the period defined by S Register 10 or if DTR is lowered Answering Calls Whenever your modem receives an incoming call it will assert the...

Page 48: ...ion rather than hang up If you select leased line operation with the L1 command you must issue the ATA command to answer a call and the ATD command to initiate a call If you use L2 or L3 to select Aut...

Page 49: ...loss of carrier it will continuously attempt to re establish the connection Smart Leased Line Mode Leased line operation is available in both asynchronous and synchronous mode 1 Synchronous Modes Ansy...

Page 50: ...nitiate a call Issue the L2 command to automatically select Originate mode or the L3 command to automatically select Answer mode In Auto leased line operation AT commands can only be entered while DTR...

Page 51: ...ronous mode is selected L2 or L3 lowering DTR will cause the modem to hang up q Switch the TALK DATA switch to TALK NOTE XON XOFF flow control should not be selected for leased line connections Your m...

Page 52: ...red prior to entering Dumb mode All configuration of your modem is performed using the AT commands For example if you wish to have your modem dial a stored telephone number when the computer asserts o...

Page 53: ...nt to it from the host while dialing or answering and saves the changes in the modem Dialing in Dumb Mode There are three ways of dialing in dumb mode q Use a telephone handset connected to the modem...

Page 54: ...he number as stored telephone number zero NOTE If you are using your modem over leased lines do not store a phone number Type AT D2 M4 and press ENTER or Type AT D2 M2 and press ENTER Issue the M4 com...

Page 55: ...r the DTR signal or press the Talk Data button to Talk Answering Calls in Dumb Mode Your modem is able to answer incoming calls automatically or by manual intervention Automatic Answering Your modem i...

Page 56: ...el Option switch 4 in the Down position select Dumb mode If the D2 command has been issued to the modem DTR must be raised by your computer Your modem answers incoming calls after the number of rings...

Page 57: ...bps 26400 bps 24000 bps 21600 bps 19200 bps 16800 bps 14400 bps 12000 bps 9600 bps 7200 bps 4800 bps 2400 bps 1200 bps V23 V21 Fax 14400 bps Fax 9600 bps Fax 7200 bps Fax 4800 bps Fax 2400 bps LED On...

Page 58: ...l have to use our flash update programs to update your firmware Load Program The loader program is designed to be used only for downloading firmware file from DOS based systems to Boca Research s fami...

Page 59: ...pecified File name with f no default Optionally you can specify comm port with p x where x COM1 x COM2 x COM3 x COM4 default x COM1 comm port parameters with c x where x 9600 x 19200 x 38400 x 57600 d...

Page 60: ...or the firmware will NOT be properly loaded Possible problems If the Loader cannot communicate with the modem make sure that The modem is capable of reprogramming the firmware in its original positio...

Page 61: ...Bell 103 300bps Terminal Speeds 300bps 230 400bps with high speed serial port capable of 230 400bps Command Sets AT commands async mode only EIA Class 2 fax commands V 25bis commands Data Formats Sync...

Page 62: ...rence to radio communications However there is no guarantee that interference will not occur in a particular installation If this equipment does cause harmful interference to radio or television recep...

Page 63: ...service is needed the user should contact the vendor from whom you purchased the MODEM Telephone Connection Requirements Except for telephone company provided ringers all connections to the telephone...

Page 64: ...with a USOC RJ 11 standard miniature modular jack and is designed to plug directly into a modular jack DOC Compliance Statement Canada The Canadian Department of Communications label identifies certif...

Page 65: ...mportant in rural areas CAUTION Users should not attempt to make such connections themselves but should contact the appropriate electric inspection authority or electrician as appropriate The Load Num...

Page 66: ...included with the returned merchandise Products which require Limited Warranty service during the warranty period should be delivered to BRI at the address in the Appendix Servicing Your Boca Product...

Page 67: ...rs if you have a question about product settings or if you wish to download special software or utilities If the Troubleshooting section Appendix A did not resolve your problem you may call our techni...

Page 68: ...dence included in the package Boca Research Inc will return any product which is not accompanied by an RMA number 3 Refer to the Warranty Statement if the product is covered under the five year Boca R...

Page 69: ...and insure the package to protect against loss or damage during transit Shipping charges must be prepaid C O D shipments will not be accepted Please use the address below for all correspondence Boca...

Page 70: ...all L Redial last number M Initiate MNP 10 at 4800 bps V 32 P Pulse dial number not supported in Holland Norway Sweden and Denmark R Switch to answer mode S n Dial stored number n where n 0 9 T Tone d...

Page 71: ...V Fast Class 26400 bps B22 q V 34 V Fast Class 28800 bps E0 Local command state echo off E1 n Local command state echo on H1 Go off hook I0 Numeric firmware identity I1 Checksum of firmware return ch...

Page 72: ...speed no autobaud R57 57 600 bps locked terminal speed no autobaud R115 115 200 bps locked terminal speed no autobaud R230 230 400 bps locked terminal speed no autobaud Sn Display value in S Register...

Page 73: ...enerated G1 550 Hz guard tone generated G2 1800 Hz guard tone generated H0 n Clocks always present in synchronous mode H1 Clocks only appear after connection K0 Flow control disabled K3 RTS CTS flow c...

Page 74: ...rated by remote system slave clocking Yn Select stored profile n for Power on and D3 Zn x Store x as phone number n x 0 9 A0 Prevent remote access A1 Allow remote access A2 n Allow remote access with...

Page 75: ...V 42bis data compression enabled with fallback to MNP 5 Dn Set disconnect delay to n seconds default D0 E0 Disable auto retrain E1 n Enable auto retrain E2 Automatic Speed Stepping F0 Option switches...

Page 76: ...message W1 Send message specified by W to remote modem after connect A0 MNP block size 64 A1 MNP block size 128 A2 MNP block size 192 A3 n MNP block size 256 Bn Send Break sequence to remote modem de...

Page 77: ...e equalizer E1 n Enable V 32 compromise equalizer Fn If Fn 0 then B0 CCITT B1 Bell n 0 1 3 10 13 19 N0 Disable automode N1 n Enable automode K0 Disable MNP 10 K1 Enable V 42 to MNP 10 switching K2 n E...

Page 78: ...ly 18 0 255 00 secs Test Timer 25 0 255 05 0 01 secs DTR Loss Detection Time 26 0 255 00 0 01 secs RTS CTS Delay 27 0 255 00 secs Delay Before Security Dial back 29 10 100 50 0 01 secs Hook Flash Dura...

Page 79: ...82 1 255 60 Failsafe Flow Control Overrun 95 0 63 0 bitmap Extended Result Codes 96 1 255 80 Help Page Width 97 1 255 24 Help Page Length 100 1 10 5 100 msecs Hook Flash Duration also sets S29 105 0 2...

Page 80: ...AC Power Lines following the provision of EMC directive 89 336 EEC Boca Raton Florida USA Signature and Date available on request Typed Name and Title available on request European Contact Boca Resea...

Page 81: ...L APPAREIL POUR VERIFIER OU CONFIRMER SI L UTILISATEUR PEUT Y INSTALLER LUI MEME DES CARTES PERIPHERIQUES 2 CAUTION ALWAYS DISCONNECT MODEM BOARD THE ONE WITH THE TELEPHONE PLUG JACK FROM THE TELEPHON...

Page 82: ...nc All other references to computer systems software and peripherals use trademarks owned by their respective manufacturers Publication Date June 1996 Printed in the U S A PRO16SA PM6 CAUTION DANGER O...

Page 83: ......

Page 84: ...Part No 9492 Rev 1 0...

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