©
Eurotech Marketing Srvcs 1999
1 How to load hyperterminal (for testing)
2 How to test that the modem is dropping the line properly.
3 - Dial up Networking / i.s.p software says the modem isn't
responding
4 - My external modem is not detected in Windows.
5 - When I try to communicate with my modem, I get cannot
open port.
6 - How do I get my PCI modem to do V90?
7 - My system does not detect my PCI modem
8 - Which plug is the microphone, which is the headphone?
9 - Now I have changed my modem, Dial-Up-Networking reports
that the
1.
General modem queries
2.
Specific guidance in configuring and troubleshooting a XL PCI modem
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1 How to load HyperTerminal (for testing) <BACK TO TOP>
load - start ==> programs ==> HyperTerminal ==> hypertrm.exefor connection name type TEST,, for telephone number type '123'
cancel the final dialogue box - enter commands as instructed by other documentation
2 How to test that the modem is dropping the line
properly. <BACK TO TOP>
Test the modem under HyperTerminal!
load HyperTerminal
issue ATDT123 to dial the speaking clock.
press ENTER to drop the line.
issue ATDT123 to dial the speaking clock.
If you hear the speaking
clock a second time, then the modem is dropping the line correctly so you
should check if any other applications (fax, outlook..) also want control of
the line and exit them.
3 - Dial up Networking / i.s.p software says the modem isn't
responding <BACK TO TOP>
A. To
check whether the modem responds or not perform the following:
1. From Windows 95, select Start ==>
Settings ==> Control Panel
2. Double-click Modems
3. Check that only one modem is listed and
that it matches your
modem.
4. Select the diagnostics tab
5. Select the port the modem is installed
on
6. Click the more info button
A box
should appear with a list of ati responses, if so then your modem
is
responding corectly.
(sc
2/2/99)
4 - My external modem is not detected in Windows. <BACK
TO TOP>
A. The
most common cause is a disabled or malfunctioning serial port,
check
in the system's BIOS that the port is enabled.
Try substituting
the
port used e.g. swop the mouse and modem over, if this cures the
problem
then talk to your system supplier about the ports on the
system.
(sc
26/3/99)
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5 - When I try to communicate with my external modem, I get a port
error
e.g.
cannot open port. <BACK TO TOP>
A.
Apart from the basic answers as discussed before, this may be due
to the
port driver in Windows being corrupt.
To solve this, start the
system
in safe mode (hold shift at the beginning of the system boot
before
the clouds appear). Once in safe mode,
enter Control Panel ==>
System
==> Device Manager and remove all COM ports and modems. Restart
the
system and allow the ports to be re-installed by Windows,
re-install
the modem in the normal manner.
(sc
26/3/99)
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6 - How do I get my PCI
modem to do V90? <BACK
TO TOP>
A. All
PCI modems have both K56Flex and V90 built into the chipset so
there
is no need to take further action.
(sc
2/2/99)
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7 - My system does not detect my PCI modem <BACK TO TOP>
A.
Ensure that all existing modem drivers are removed from the system
and
restart the machine so that the modem can be detected at startup.
NOTE:
PCI modems will not be detected by the add modem wizard in
Windows.
(sc
2/2/99)
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8 - Which socket is the microphone, which is the headphone? <BACK TO TOP>
Answer:
The red plug is the mic, grey is the headphone
SC
11/2/99
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9 - Now I have changed my modem, Dial-Up-Networking reports that
the
modem
is already in use <BACK TO TOP>
Probable
cause. The Dial-Up-Networking connection is attempting to
dial
using your old modem driver
A.
Change the modem selection by doing the following:
My Computer ==> Dial Up Networking
==> Right-click on your
dial up networking connection ==> click
properties ==>
select your new modem in the "Connect
using" box
SC
16/2/99
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Q. My
PCI modem is detected but when I attempt to install the drivers
Windows
says that the drivers do not match the hardware.
A. Boot
the system in safe mode (press F5 when "Starting Windows 95"
appears
at the beginning of the boot cycle) and delete any modem
drivers
from Device Manager Control Panel ==> System, take care to
check
the other devices section as well.
Restart the system and allow
the
modem to be re-detected, if the same problem occurs again then, the
modem
should be returned to your dealer for testing.
SC
17/2/99
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Q. When
I connect to the internet, my connection is reported as 57,600
or
115,200 is this correct?
A.
No. this is the speed between your
modem and your computer. To
force
the driver to declare the true connection speed, add the
following
initialisation string: w1 This is added
in My Compter ==>
Dial Up
Networking ==> Right click on your connection ==> choose
properties
==> select the connection tab ==> advanced ==> extra
settings. If this solution fails, then you have the
incorrect or an
out of
date driver installed for the product, please download an update
from
the web site.
SC
26/3/99
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Q. I can
connect to the internet but am unable to surf any web sites,
my
browser says it is looking for the site but it never appears
A. This
problem is related to a network setting called Domain Name
Server
(DNS) this allows your modem to locate web sites. If this
setting
for your internet connection is incorrect then the above
problem
may be the result. The DNS address for
your provider can be
obtained
from your provider's technical support page.
To start using
the
setting enter My Computer ==> Dial-Up-Networking ==> [right-click]
on your
conection icon and pick properties from the list] within
server
types, add the DNS address in the DNS field.
SC
26/3/99
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Q.
System hangs when asked to restart windows,
after installing modem drivers and comms
software.
A. This
is normally caused by either an incorrect driver OR corrupt driver program
resident in memory that will not let go.
To remedy the situation..
I am
assuming you have Internal ISA,
1 -
Uninstall supervoice
controlpanel>addremoveprograms>supervoice.
restart the computer.
boot then restart the computer. - does the
system shutdown correctly now?
if
not..
2 -
Remove the modem from the system (physically)
boot
the computer. - does the system shutdown correctly now?
If
not..
3 -
uninstall the modem driver..
controlpanel>modem>remove ALL listed
modems.
reboot the computer. - does the system
shutdown correctly now?
if
not..
4 - boot
the system in safe mode (without the physical modem in the system)
when booting the system says 'starting
win95/8'
press function key 'F8' and select SAFE
MODE.
once the system has booted, select
start>shutdown>restart.
reboot the computer. - does the system
shutdown correctly now?
if
not..
5 - The
issue is not modem related but is due to ANOTHER corrupt program being executed
on boot. (Customer to investigate themselves)
Once
the system does shutdown, install the physical modem, check shutdown, install
modem driver, check shutdown, install supervoice, check shutdown.
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2.
XL PCI
modem - guidance and troubleshooting
XL 56K
PCI
Slots into
a white socket on the motherboard.
Features
Rockwell
chipset
Black
LINE IN and TELEPHONE sockets on the back of the card
US
standard 2 wire telephone cable. This will require a 2 wire to 3
wire
converter to use a UK spec domestic telephone in order for it to
ring
(available from Tandy or Dixons etc)
What's
in the box?
Modem
card
Telephone
cable
Manual
Bitware
cd rom
Installation
Full
installation details are given on page 3 onwards in the manual.
How do
I know it is installed correctly?
Go to
CONTROL PANEL > MODEMS. Check that your modem has only 1 driver
installed,
and that the driver describes your modem (Rockwell HCF 56K
Speakerphone
PCI Modem). Go to the DIAGNOSTICS tab, highlight the Com
port
the modem is using and press the MORE INFO button. If you get a
table
of responses, the modem is set up successfully.
If you
get an error message and then the table of responses appears,
you
have either a conflict, more than 1 driver installed or a telephony
application
open on the desktop.
Problems.
PCI
devices are plug n play (PnP).
When
you slot the modem into the P.C. the BIOS (a chip on the
motherboard)
will interrogate it and find out what it is, and what
resources
it requires to operate. It will then pass this information
to the
operating system so that the resources can be allocated.
Make
sure that the card is detected.
When
Windows is started it should detect the card. If it does not,
then
try the card in a different slot on your motherboard. If this has
no
effect, power down the P.C., take out the card, power up the P.C.,
power
down again, insert the card and power up once more.
Go into
SAFE MODE ([F8] when windows says "starting Windows'95/98" and
select
option 3). Delete all modem drivers and any modem drivers listed
under
"other devices". Shutdown and restart the machine.
Windows
will then have a memory of being started without the PCI device,
and
will think it is a new installation.
If your
card is not detected, it will need to be returned to your
dealer
for testing.
Ensure
that the resources are correct.
When
you install the card, Windows will decide what Com port
(communications
port) and IRQ (interrupt request) the modem will use.
Check
that the IRQ is not used by another device and is not IRQ 9.
IRQ9 is
a very weak IRQ because it is shared with IRQ2. When computers
were in
their infancy there were only 8 IRQs. When it was found that
people
would need to add more peripheral devices to their P.C.s it was
decided
to incorporate another 8 IRQs, and to achieve this, IRQ 9 was
bound
to IRQ2.
To
check for conflicts, go to CONTROL PANEL > SYSTEM > DEVICE MANAGER.
Highlight
COMPUTER and press the PROPERTIES button. This will list the
IRQ on
the left-hand side, and the device using it on the right-hand
side.
The PCI device may have 3 items listed, modem, IRQ holder for PCI
steering,
and PCI serial enumerator this is correct. If there are any
other
devices listed with the same IRQ number, you probably have a
conflict.
You will
then need to change the IRQ of the conflicting device.
If the
device is ISA, follow the guidance below:
In
DEVICE MANAGER find the device whose IRQ you wish to change,
highlight
the item and press the PROPERTIES button. Click the tab
labelled
RESOURCES.
Highlight
the label "interrupt request", and press the CHANGE SETTINGS
button.
If the
button is greyed out (not active) then unclick the USE AUTOMATIC
SETTINGS
box. Try the CHANGE SETTINGS button again.
If you
get the message that the resource setting cannot be modified in
this
profile, click the arrow to the right of the profile description
(basic
configuration ?????), and choose the next profile available.
Highlight
the label "interrupt request", and try the CHANGE SETTINGS
button
again. Keep trying this with each profile until you find one
that
will allow you to change the setting (usually the last one!).
When
this is allowed, you will see the IRQ and two arrows to the right.
Click
the arrow to either raise or lower the IRQ number, and check just
below
to make sure that the new number does not conflict with any other
devices.
Unable
to dial out or receive calls?
Ensure
that the telephone cable is plugged into the back of the modem
and the
wall socket. Do not use a telephone extension cable.
Go to
START > PROGRAMS > ACCESSORIES >
HYPER TERMINAL. Choose
HYPERTERM.EXE.
Type a name (test) and press the [ENTER] key. Ensure
that
the modem is to be used to dial, enter number 1 in the telephone
number
field and press the [ENTER] key. At the next screen click the
CANCEL
button. You should now see a blank screen with a flashing cursor
at the
top left.
In
uppercase, type ATE1 [ENTER]. Next type ATX4 [ENTER]. Do not worry
if the
screen does not reflect what you have typed, as this will set up
the
terminal so that you can see all responses from your keystrokes and
the
modem.
Type
ATL3. This will increase the speaker volume to maximum. TYPE
ATDT,123
[ENTER]. This will dial the speaking clock. Press [ENTER] to
finish
the call.
If you
heard a voice then you know that your modem has dialled
successfully.
If you heard a "click" but no voice, then you need to do
the
following.
Dial
the modem from another telephone line. When the telephone rings,
you
should see "ring" appear on the screen. When this happens, type
ATA
[ENTER]. The modem should then "screech" down the line. If this
happened
your modem did not recognise the dial tone.
This
may be caused because of call waiting etc. Use ATX1 as an
initialisation
string when dialling out.
To make
the modem answer calls, type ATS0=2 [ENTER], then type
AT&W0
[ENTER] to save. This will set the modem up to answer the call
after 2
rings.
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Q. Can
I make my modem pulse dial?
A. No.
Most of the telephone exchanges in the U.K. are now digital, and
you
will find that most modems will not allow pulse dialing.
mc
17/3/99
©
Eurotech Marketing Srvcs 1999 www.euro-tech.co.uk
sales:01189-810011