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Chapter Four

Troubleshooting

In the best of all possible worlds, you won’t need this chapter. We
have included some of the situations you could possibly encounter
while you are installing your 3Com ADSL Modem PCI. You can also
go to the Online Help manual which will be available on your PC
following installation from the CD-ROM by selecting

Start > Pro-

grams > 3Com ADSL modem PCI > Online Help

The following sections will address some possible problems:

•

The Dial-Up Icon is not on the Desktop

•

Quick View is showing a Red Light

•

Quick View is Green, but you can’t get to the Internet

•

In 95 or Me, a message is asking for 1_4_1.bin

•

You cancelled during Windows 95/98 Plug and Play

•

You are having problems with Dial-Up Networking

The Dial-Up Icon is not on the Desktop

If you are configured as Ethernet, you are “always on”, but, if your
modem was installed as PPP over ATM and you are experiencing
difficulty in connecting or don’t see the dial-up icon on your desk-
top, you may need to install Windows Dial-Up Networking. The full
procedure is covered in Appendix B.

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Содержание HomeConnect 3CP3617B

Страница 1: ...3Com HomeConnect ADSL Modem PCI Quick Start Installation Guide Product 3CP3617B Part 10031805 Microsoft Windows 95 98 Me 2000 and NT 4 0 Internal ...

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Страница 3: ...3Com HomeConnect ADSL Modem PCI Quick Start Installation Guide Product 3CP3617B http www 3com com Published December 2000 Microsoft Windows 95 98 Me 2000 and NT 4 0 Internal ...

Страница 4: ...ware described herein are provided to you subject to the following United States Government Legend All technical data and computer software is commercial in nature and developed solely at private expense Software is delivered as Commercial Computer Software as defined in DFARS 252 227 7014 June 1995 or as a commercial item as defined in FAR 2 101 a and as such is provided with only such rights as ...

Страница 5: ...e Hardware 19 Installing the Modem Hardware 19 Installing the ADSL phone line to your ADSL Jack 22 Windows NT verifying Remote Access Service RAS 23 Chapter Three Verifying your ADSL Connection 25 ADSL Link Operational UP 25 ADSL Link Not Operational DOWN 26 Optional Install Instant Update 26 Installing Instant Update 26 Configuring Instant Update 27 Connecting to your ISP 28 Chapter Four Troubles...

Страница 6: ...sing Dial Up Networking B vii Creating a Dial up Connection B vii Modifying the values of a Dial up Connection B x General Tab B xi Server Types Tab B xii Technical Support C xiii Technical Support Hotline C xiii Online Technical Support C xiii If you need to return the Modem to Us C xiv Manufacturer s Declaration of Conformity C xv 3Com Corporation Limited Warranty C xix ...

Страница 7: ... T T Two wo wo wo wo Card Verify RAS Chapter One Chapter One Chapter One Chapter One Chapter One Software Chapter Chapter Chapter Chapter Chapter Thr Thr Thr Thr Three ee ee ee ee Connection Windows 95 98 Me 2000 Chapter One Chapter One Chapter One Chapter One Chapter One Software Chapter Chapter Chapter Chapter Chapter T T T T Two wo wo wo wo Card Chapter Chapter Chapter Chapter Chapter Thr Thr T...

Страница 8: ...his will have been addressed in any docu mentation you may have received from them Items to Have Ready The following items will be required to install your modem You should locate them now and have them ready Your Microsoft Windows 95 98 Me 2000 or NT 4 0 CD ROM A small screwdriver for removing your PC cover and installing the card Microsoft NT Service Pack 4 or higher if installing in NT Your Int...

Страница 9: ...tional setup or configuration that may be required by your service provider ISP who will have provided that separately with your kit You are now ready to begin the modem software installation You may be asked to insert your Windows operating system CD ROM during the install You should locate it now and have it ready before you begin in case it is needed During the software installation there are s...

Страница 10: ... before starting the installation although it is not mandatory If you haven t done this you can do so at this point by hitting the Cancel button If the installation does not automatically launch you can manually start it From the Start menu select Run and type x setup exe where x is the letter of your CD ROM drive Alternately you can click the MyComputer icon on your desktop click the CD ROM Drive...

Страница 11: ...king Click to accept and you will see a screen similar to that shown in Windows 98 and Me allowing you to initiate the windows proce dure to complete the installation Click Finish Windows 95 will install Dial Up Networking Windows 98 or Me will launch the Windows Add Remove Programs applet The Add Remove Progams Properties applet shown on follow ing page will appear Make sure you have the Windows ...

Страница 12: ...ing icon Then click OK Windows may require you to reboot in order to establish the correct entries in the Windows registry If you reboot and the program doesn t resume automatically just reinsert your CD ROM and the install procedure will recommence and you will find the Dial Up Networking capability has been installed Proceed to the section called All Users Continuing the Install ...

Страница 13: ...ws 95 98 Me or 2000 users If you are using Windows NT as your operating system you should have first installed the PCI Card in your computer so when you hit the Next button on the Welcome screen you will be given a chance to exit the program in case you haven t installed the card If you wish to proceed select Yes and continue All Users Continuing the install Next all users will see a screen simila...

Страница 14: ...ire no further action on your part because the information that the install program needs has been supplied by the ISP and is in the software If the install program can t find all the information needed to complete the installation you should find that informa tion in the kit you received from your service provider Custom Installation If you are doing a custom installation you will have received i...

Страница 15: ...em will not be set up correctly If you re not sure which choice you need to make it is advisable to exit the setup program and get the informa tion from your ISP You can remedy an incorrect install as covered in Chapter Four but it s easier to do it right in the first place Connecting using PPP Point to Point Protocol Making either of the selections under the category of PPP will send you to the f...

Страница 16: ...h the same VPI as your primary provider at this point When you accept the information and click the Next button the install program will prepare to copy files Continue with the Com pleting the Installation section Connecting using Ethernet If you chose either of the two selections under the Ethernet cat egory you will see the screen shown below When you accept the information and click the Next bu...

Страница 17: ... there are some choices that we preferred to let you make Before copying files you can choose whether you want to accept the default directory or change it Click either Browse to identify the directory you would prefer to copy files to or Next to proceed The install program will then check whether you would like to change the default program folder ...

Страница 18: ...the CD ROM to your computer You will get a last chance to review your selections Click Next to start copying files Windows 95 98 Me users will see the following screen Follow the instructionson the screen turn off the computer and install the PCI card following the instructions in Chapter Two ...

Страница 19: ...ital Signature in order to protect you from programs that haven t been adequately tested The 3Com Modem has been adequately tested on all current Microsoft operating systems but we are still in the process of submitting for a digital signature Until this process is completed Windows 2000 users will see the following screens Click Next to continue Then click Yes to continue the installation ...

Страница 20: ...see the following screen which will appear only if the PCI card has previously not only been inserted in the computer but also configured with its driver software The install process has detected the presence of the card and instructs you to reboot your computer as the last step Most NT users should see the following screen If you have installed the PCI card the hardware and you see the following ...

Страница 21: ...you will see the Windows NT Network applet as shown The Adapter Tab should be shown Unless the 3Com ADSL Mo dem PCI has been previously installed on your PC you will not see a driver for it in this window Select Add and in the following win dow select Have Disk ...

Страница 22: ...puter where to find the correct driver as shown The letter D shown represents the letter of the drive where you have your install CD ROM running Then click OK In the Select OEM Option window you should see the 3Com ADSL PCI Modem LAN RFC1483 or 3Com ADSL PCI Modem Dialup PPP depending on your access mode Confirm by clicking OK ...

Страница 23: ...s message exit and shut off your computer and install the PCI card The Network Properties window will now be open Click on the Services Tab and highlight Remote Access Service If you don t see Remote Access Service as a choice in the Network Services window go to Appendix A and complete the installation Click Properties as shown in the screen on the next page ...

Страница 24: ...nnect ADSL Modem PCI Chapter One In the Remote Access Setup window click Add The screen should list the ISDN1 USRPCIAWR device as shown on the following page If not select this device from the pull down menu Click OK ...

Страница 25: ...ote Access Setup window Click Continue Now click Close in the Network Properties window Windows NT will now advise you to reboot After the PC reboots be sure to reinstall your Windows NT service pack Windows NT users should go next to Chapter Three and confirm your ADSL Connection ...

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Страница 27: ... unless you have done this You can obtain Service Pack 4 or higher from Microsoft free of charge from their Web Site www microsoft com If you are an NT user who is configured for PPP access and will be installing Remote Access Service you may be required to insert your Windows NT System CD ROM to copy files so you should have this handy before starting Installing the Modem Hardware all users Windo...

Страница 28: ...discharge can damage your computer or the 3Com ADSL Modem PCI Locate a vacant PCI slot on one of the system boards An example of a PCI slot is shown below Your computer s manual will also contain examples if you need assistance locating a PCI slot on your machine PCI slots are usually white as opposed to the long black slots you may also see Removing the Cover from your PC ...

Страница 29: ... see following photo This will expose a long narrow rectangular opening in the back of your computer perpen dicular to the vacant slot Insert your 3Com ADSL Modem PCI into the slot where you just removed the bracket Do not touch any of the electronics on the board Hold the modem from the edge and firmly press it straight down Do not force the modem into the slot Make sure it is fully seated in the...

Страница 30: ...ADSL Jack The drawing on the facing page shows how to connect your phone and computer to your ADSL enabled phone jack Plug the 2 for 1 adapter into your telephone wall jack To one of the adapter s outlets attach the microfilter and then the phone cord to your phone To the other outlet attach the phone line that will go to the outlet in your new PCI card Attach the other end of that line to the out...

Страница 31: ...dows NT users who will be configured as PPP over ATM access now need to verify they have Microsoft Remote Access Service RAS installed as covered in this section RAS is required for using PPP over ATM software with your modem If RAS is not installed you will find complete instructions for setting it up in Appendix A 2 for 1 Adapter Phone or other Analog Device Phone Jack to Power Computer Microfil...

Страница 32: ...elect the Services tab as shown in the following example If Remote Access Service is listed under the Services tab then it is already installed on your computer and you can continue with the software installation If you do not see Remote Access Service listed the detailed procedure is found in Appendix A Installing RAS for a PPPoA ADSL Installation Windows NT users now install the CD ROM as descri...

Страница 33: ...s of connecting When you first turn on your computer your ADSL modem will begin to connect to your ISP While it is connecting Quick View will show the Line Status as DOWN It may take as long as 60 seconds to make the connection If Quick View is operational you have properly installed the PCI card and have completed setting up your modem ADSL Link Operational UP When you have a good physical connec...

Страница 34: ...nt your mouse over the Quick View icon in the System Tray and then left double click Optional Install Instant Update There is one more thing you may want to do before you put away your CD install the Instant Update utility Once installed Instant Update can periodically search the Internet for an updated release of the software that resides on your 3Com ADSL PCI card and if available download it to...

Страница 35: ...tion You will see the Instant Update Configuration window with four tabs available You only need to be concerned with the Connection tab Select that tab If you are configured as PPP select Dial Up Networking and add the name of your Service Provider If your installation is Ethernet simply check the box TCP IP Instant Update will automatically check for updates and if found will give you a prompt m...

Страница 36: ...tarted You are always on If your connection is PPP the 3Com ADSL Modem PCI automatically connects to your ADSL provider when the computer is started This is a physical connection by ADSL line between your modem and the service provider However you are not always on To connect to the Internet or to your corporate network you will need to make a further connection using Microsoft Dial Up Networking ...

Страница 37: ... some possible problems The Dial Up Icon is not on the Desktop Quick View is showing a Red Light Quick View is Green but you can t get to the Internet In 95 or Me a message is asking for 1_4_1 bin You cancelled during Windows 95 98 Plug and Play You are having problems with Dial Up Networking The Dial Up Icon is not on the Desktop If you are configured as Ethernet you are always on but if your mod...

Страница 38: ...information You cancelled during Windows 95 98 Plug Play If you pressed the cancel button during the install process while Windows 95 or 98 Plug Play was copying files you may have disabled the Plug Play utility for your modem To resolve this you Table of Drivers Connection Method Windows Version Location on Install CD PPP Windows 95 drivers PPP Win95 Windows 98 drivers PPP Win98 Windows Me driver...

Страница 39: ...e card slot before installing your software from the CD ROM you will get an error message on attempting to run the CD You need to remove your PCI card from your computer and install the software provided on the CD ROM install disk first In the process of installing the install CD has been programmed to look for Dial Up Networking capability and if not found as in some versions of Windows 95 to sup...

Страница 40: ...rror 602 Your physical connection to the ADSL line is down This can be verified by using the Quick View application Contents of the phone number field are wrong Check this The phone number field should contain the number 35 only or alternate number as specified by your service provider Error 645 The Username and or Password you entered is not the one for the computer you are dialing Check if Requi...

Страница 41: ...word you entered is not correct for the connection you are dialing to Windows NT Windows NT Windows NT Windows NT Windows NT Error 692 Your physical connection to the ADSL line is down This can be verified by using the Quick View application Error 718 The computer you are dialing to typically your Internet Service Provider connection is currently down Check with your Service Provider to verify you...

Страница 42: ......

Страница 43: ...ss Service 1 To install RAS which is required in NT if you have a PPPoA setup first right click on Network Neighborhood and go to Properties Click on the Services tab and click the Add button 2 Select Remote Access Service and click OK ...

Страница 44: ...l i Note Windows may come up with a screen telling you there are no RAS capable devices to add Do you want RAS setup to invoke the Modem installer to enable you to add a modem Answer No 4 Next it will ask you to install a RAS Device The easiest way to do this is to install a dummy or fake modem just to make RAS work correctly The next few steps demonstrate this process First click Install Modem ...

Страница 45: ...oA iii 5 Check the box as shown below and click Next 6 Next choose any modem you want This is going to be the dummy modem to ensure RAS installs correctly You might arbitrarily choose the Standard 300 bps Modem Choose it and click Next ...

Страница 46: ...Modem PCI Appendix A iv 7 After you select the modem choose a port to install it to Again this is random Select the COM1 port and click Next 8 You should receive this window saying the modem installed correctly Click Finish ...

Страница 47: ...ng RAS for PPPoA v 9 The newly installed dummy modem should appear in the window now Click OK 10 This shows the Remote Access Setup Yours should be similar to this one varying only by the modem you selected Click Continue ...

Страница 48: ...Close After RAS is installed you will need to re start your computer Once you have re started your computer re apply your Service Pack 4 and again re start your computer This is necessary to ensure that Windows gets all the information stored correctly in its registries Windows NT users are now ready to install the CD ROM as described in Chapter One ...

Страница 49: ...cedure successfully First open Microsoft Windows Dial Up Networking This can be done through the Start menu by selecting the appropriate path In Windows 95 98 Start Programs Accessories Communications Dial Up Networking In Windows Millennium Start Settings Dial up Networking In Windows 2000 Professional Start Settings Networking and Dial Up Connections In Windows 2000 skip the next paragraph s ins...

Страница 50: ...nd in the Con trol Panel Proceed from there using the instructions in Chapter One Once Dial Up Networking is installed Windows will establish the Dial Up Networking icon as explained on the preceding page When you click on the Dial Up Networking icon you will see an icon for Make New Connection Double click on this This opens the following window Note the screens shown may look slightly different ...

Страница 51: ...hone number field enter the VCI value given to you by your service provider This may be the number 35 as shown Since you are establishing an ADSL connection you will not use a standard telephone number Instead the VCI value you enter here will be used in conjunction with the VPI value you entered during setup of the 3Com modem in order to establish the connection Press the Next button to complete ...

Страница 52: ...nection is using open the connection by selecting its Properties This is done by highlight ing the connection in the Dial up Networking Folder and then either choosing Properties from the File menu or right clicking the mouse and selecting Properties from the pop upmenu An ex ample is shown here Note In Windows 2000 these settings are found under the NetWorking tab Click the Settings button Note I...

Страница 53: ...onnection and or to change the phone number Telephone number This field should be set to the VCI for your connection For many service providers this will be 35 Use area code and Dialing Properties This check box should NOT be checked If it is it may modify the Telephone number field and change your VCI settings Connect using This list box allows you to change the name of the modem you are using to...

Страница 54: ...ck the boxes Log on to Network and Enable software compression Check with your service provider if unsure Allowed Network Protocols If you are connecting to the Internet you must check TCP IP option as shown in the sample screen on the preceding page In general this is the only option that you should have checked when connect ing to the Internet The TCP IP Settings button allows you to configure y...

Страница 55: ... will apply if you are outside the 847 area code 847 262 3700 7 00am 8 00pm CST Monday through Friday 7 00am 4 00pm CST Saturday Canadian customers can speak to a technical support representa tive by contacting Keating Technologies 905 305 6570 7 00am 7 00pm CST Monday through Friday Online Technical Support 3Com offers product support 24 hours a day 7 days a week through World Wide Web http suppo...

Страница 56: ...acking material DO NOT send the modem back in the original box Send ONLY the modem NOT manuals diskettes etc Include your USO number name and address on the shipping label as well as inside the package If possible send the package via a courier capable of tracking the progress of the shipment Ship to the following address 3Com USO _________ Attn Dock 15 1800 W Central Road Mount Prospect IL 60056 ...

Страница 57: ...dio 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 reception which can be determined by turning the equipment off and on the user is encouraged to try to correct the interference by one or more of the following measures Reorient or relocate the receiving antenna Incr...

Страница 58: ...ges in its facilities equipment operations or procedures that could effect the operation of the equipment If this happens the telephone company will provide advance notice in order for you to make necessary modifications to maintain uninterrupted service If trouble is experienced with this device for repair and warranty information please refer to the Warranty section of this User Guide In the eve...

Страница 59: ...ertified connector assembly telephone extension cord The customer should be aware that compliance with the above conditions might not prevent degradation of service in some situations Repairs to certified equipment should be made by an authorized Canadian maintenance facility designated by the supplier Any repairs or alterations made by the user to this equipment or equipment malfunctions may give...

Страница 60: ...ased on the standard of the Voluntary Control Council for Interference from Information Technology Equipment VCCI If this is used near a radio or television receiver in a domestic environment it may cause radio interference Install and use the equipment according to the instruction manual ...

Страница 61: ...he date of purchase from 3Com or its authorized reseller 3Com warrants the media containing software against failure during the warranty period No updates are provided 3Com s sole obligation under this express warranty shall be at 3Com s option and expense to refund the purchase price paid by Customer for any defective software product or to replace any defective media with software which substant...

Страница 62: ...se from 3Com or its authorized reseller may be required Products returned to 3Com s Corpo rate Service Center must be pre authorized by 3Com with a Return Material Authoriza tion RMA number or User Service Order USO number marked on the outside of the package and sent prepaid and packaged appropriately for safe shipment and it is recommended that they be insured or sent by a method that provides f...

Страница 63: ... AUTHORIZED RESELLER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND LIMITS ITS LIABILITY TO REPAIR REPLACEMENT OR REFUND OF THE PURCHASE PRICE PAID AT 3COM S OPTION THIS DISCLAIMER OF LIABILITY FOR DAMAGES WILL NOT BE AFFECTED IF ANY REMEDY PROVIDED HEREIN SHALL FAIL OF ITS ESSENTIAL PURPOSE DISCLAIMER Some countries states or provinces do not allow the exclusion or limitation of implied ...

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Страница 66: ...3Com Corporation 5400 Bayfront Plaza P O Box 58145 Santa Clara CA 95052 8145 408 326 5000 ...

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