Chapter 6 – Troubleshooting
Multi-Tech Systems, Inc. MT5634IND User Guide (S000369B)
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Chapter 6 – Troubleshooting
Your modem was thoroughly tested at the factory before it was shipped. If you are unable to make a successful
connection, or if you experience data loss or garbled characters during your connection, it is possible that the modem
is defective. However, it is more likely that the source of your problem lies elsewhere. The following symptoms are
typical of problems you might encounter:
•
None of the LEDs light when the modem is on.
•
The modem does not respond to commands.
•
The modem cannot connect when dialing.
•
The modem disconnects while online.
•
The modem cannot connect when answering.
•
File transfer is slower than it should be.
•
Data is being lost.
•
There are garbage characters on the monitor.
•
The modem doesn’t work with Caller ID.
•
Fax and data software can’t run at the same time.
If you experience problems, please check the following possibilities before calling Technical Support.
None of the Indicators Light
When you turn on the modem, the LED indicators on the front panel should flash briefly as the modem runs a self-
test. If the LEDs remain off, the modem is probably not receiving power.
•
Make sure the modem’s power switch is on, especially if you normally turn the modem on by turning on a
power strip.
•
If the modem is plugged into a power strip, make sure the power strip is plugged in and its power switch is
on.
•
Make sure the power supply is firmly connected to the modem and the power supply’s power cord is firmly
connected to both to the power supply and the wall outlet or power strip.
•
If the power strip is on and the modem switch is on, try moving the power supply to another outlet on the
power strip.
•
Test that the outlet is live by plugging another device, such as a lamp, into it.
•
The modem or power supply may be defective. If you have another Multi-Tech modem, try swapping
modems. If the problem goes away, the first modem or power supply might be defective. Call Technical
Support for assistance.
CAUTION:
Do not under any circumstances replace the power supply with one designed for another product; doing
so can damage the modem and void your warranty.
The Modem Does Not Respond to Commands
•
Make sure the modem is plugged in and turned on. (See “None of the Indicators Light.”)
•
Make sure you are issuing the modem commands from data communication software, either manually in
terminal mode or automatically by configuring the software. (You cannot send commands to the modem
from the DOS prompt.)
•
Make sure you are in terminal mode in your data communication program, then type
AT
and press E
NTER
. If
you get an
OK
response from your modem, your connections are good and the problem likely is in the
connection setup in your communication software.
•
Try resetting your modem by turning it off and on. If you are using DOS or Windows 3.1 communication
software, make sure the initialization string includes
&F
as the first command, to cancel any “leftover’
command that could affect the modem’s operation.
•
If you don’t get an
OK
, the problem may still be in the communication software. Make sure you have done
whatever is necessary in your software to make a port connection. Not all communication programs connect
to the COM port automatically. Some connect when the software loads and remain connected until the
program terminates. Others can disconnect without exiting the program. The modem’s TR indicator lights to
show that the software has taken control of the modem through the COM port.
