Troubleshooting
Windows
®
95 Users Read This First!
1.
Click Windows
Start
, point to
Settings
, and click
Control Panel
.
2.
Double-click the
Modems
icon.
3.
Click the
Diagnostics
tab.
4.
Click the COM port that your modem is assigned to so that
it is highlighted.
If you do not see your modem on this screen, you need to exit
the “Modems Properties” screen by clicking
Cancel
. Click
Start
,
Shut Down
, select the
Shut down the computer?
option,
and then click
Yes
. When your computer has shut down, turn it
off and unplug it from its power outlet. Uninstall the modem from
the computer. If it is an external, unplug its serial cable from the
computer’s COM port. If it is an internal, unplug the phone line
and your telephone from the modem’s PHONE and TELCO
jacks. Then remove the computer’s case and remove the
modem from its slot. Reinstall the modem using the instructions
in the electronic Installation Guide on the included CD, this time
using a different slot for your internal modem or a different COM
port for your external modem.
5.
Click
More Info
. You should see a list of the modem’s ATI
commands. Click
OK
and exit all open screens.
If the ATI commands do not appear, continue reading to
troubleshoot your modem.
Problem: The computer or software will not recognize the modem.
Possible solution:
You may have an IRQ conflict. If you have an internal modem installed in an
ISA slot on a Windows 95 system:
1.
Right-click the
My Computer
icon on your desktop.
2.
Click
Properties
.
3.
Click the
Device Manager
tab.
•
If you see a yellow exclamation point over your modem, you
have a resource conflict, and it is probably an IRQ conflict.
•
If you do not see a yellow exclamation point, you may still have
an IRQ conflict. Continue with the next “Possible solution:” in this
section. If the remaining “Possible solutions:” do not solve your
problem, continue with step 4 below.
4.
Click the modem’s name to select it.
5.
Click
Remove
.
6.
You will be asked if you are sure you want to remove the
device. Click
OK
.
7.
When the “Confirm Device Removal” screen disappears, shut
down Windows and turn off your computer.
8.
Unplug the computer from its electrical outlet.
9.
Remove the computer’s cover,and physically remove the modem
from its slot.
10.
Reinstall the modem using the Installation Guide instructions.
Use a different slot from the one used in the initial installa-
tion.
Possible solution:
You may have plugged your modem’s phone cord into a digital line.
Plugging your modem’s phone cord into a digital phone line can
damage the modem. Call your phone company if you are unsure
whether or not your phone line is digital.
Possible solution :
If you have an external modem, you may be using the wrong power
adapter for your modem. Use only the power adapter that came with
your modem.
Possible solution:
Your software may not have auto answer enabled. Enable the auto
answer feature. In your communication software’s terminal mode, type
ATS0=1
(ATS “zero”=1) and press
ENTER
.
You need to enable auto answer before every session unless you alter
your software’s initialization string to permanently enable auto answer.
Possible solution:
If you have voice mail, your dial tone may be altered because mes-
sages are waiting. Answer your voice mail to restore your normal dial
tone.
_________________________________________________________
Problem: Both modems sound like they are excha
they fail to establish a connection.
_________________________________________________________
Possible solution:
You may have a poor line connection. Place the call again. Calls are
routed differently each time. To verify a valid phone connection, enter
your communication software’s terminal mode and type
ATDT18472626000
and press
ENTER
. This dials
If you must dial a number (such as “9”) to reach an outside line, type
that number right after
ATDT
.
_____________________________________________________
Problem: Your 56K modem cannot achieve a 56K In
_________________________________________
Possible solution:
V.90 supports speeds of up to 56K. Due to phone line restrictions,
actual speeds will vary; this does not mean you have not achieved a
V.90 connection. Our research shows that the vast majority of
telephone lines in North America support V.90 connections. However,
due to unusual or old telephone line configurations, some users will
not be able to take full advantage of this technology. If this is the case,
your 3Com modem will use its backward compatibility to negotiate a
speed compatible with your phone line, such as V.34.
It is important to remember that your line conditions may change, so
you may be able to make faster connections in the future. To make
sure that you can use V.90 or 3Com 56K technology, perform the
following tests:
First, make sure your modem supports V.90. You can verify
