User manual US ROBOTICS 005699-00

This manual covers 3Com U.S. Robotics® faxmodems. 3Com, the 3Com logo, U.S. Robotics, and Winmodem are registered trademarks and Connections, RapidComm, MacComCenter, and x2 are trademarks of 3Com Corporation. Windows is a registered trademark of Microsoft Corp. Macintosh is a registered trademark and Mac is a trademark of Apple Computer, Inc. CompuServe is a registered trademark of CompuServe Inc. America Online is a registered trademark of America Online Inc. Any other trademarks, trade names, or service marks used in this manual are the property of their respective owners. Copyright © 1998 3Com Corporation. All rights reserved. 3800 Golf Rd. Rolling Meadows, IL 60008 * IMPORTANT! In accordance with the ITU-T standard for 56K transmissions (V.90), U.S. Robotics 56 Kbps modems are capable of 56 Kbps downloads. However, due to FCC rules which restrict power output of service providers, current download speeds are limited to 53 Kbps. Actual speeds may vary due to line conditions and other factors. Uploads from users to server equipment travel at speeds up to 31.2 Kbps. An analog phone line compatible with the V.90 standard or x2 technology and an Internet provider or corporate host site compatible with the V.90 standard or x2 technology are necessary for these high-speed downloads. See www.3Com.com/56k for details. TABLE OF CONTENTS 56K Faxmodem Product Features ............................................................................................... 1-1 Software Installation ................................................................................................................. 2-1 Windows-based systems..................................................................................................................2-1 Macintosh computers ......................................................................................................................2-3 Speakerphone Features (External Voice Speakerphone Modems Only) ................................. 3-1 Modem Update Wizard ................................................................................................................4-1 Windows-based systems..................................................................................................................4-1 Macintosh computers ......................................................................................................................4-3 Uninstalling a U.S. Robotics Modem ......................................................................................... 5-1 Uninstalling a Winmodem Faxmodem ............................................................................................5-1 Uninstalling an Internal Faxmodem................................................................................................5-3 Uninstalling an External Faxmodem...............................................................................................5-4 Uninstalling a Faxmodem for Macintosh ........................................................................................5-5 Troubleshooting and Help Resources ........................................................................................6-1 Problems and Solutions...................................................................................................................6-1 Help Resources ............................................................................................................................. 6-19 Are You Still Having Problems? ................................................................................................... 6-21 If You Need to Return the Modem to Us ....................................................................................... 6-22 Glossary ....................................................................................................................................... 7-1 Technical Reference ....................................................................................................................8-1 Regulatory Information and Limited Warranty .........................................................................9-1 Manufacturer's Declaration of Conformity......................................................................................9-1 Limited Warranty ...........................................................................................................................9-7 56K FAXMODEM PRODUCT FEATURES Modulation Schemes ITU-T V.90 x2TM technology ITU-T V.34+ ITU-T V.34 ITU-T V.32bis ITU-T V.32 ITU-T V.22bis ITU-T V.22 ITU-T V.23 Bell 212A ITU-T V.21 Bell 103 Error Control and Data Compression Schemes ITU-T V.42 ITU-T V.42bis MNP 2-5 Fax Modulation Schemes ITU-T V.17 ITU-T V.29 ITU-T V.27ter ITU-T V.21 Fax Standards EIA 578 Class 1 FAX EIA 592 Class 2.0 FAX Front Channel Link Rates 28000, 29333, 30666, 32000, 33333, 34666, 36000, 37333, 38666, 40000, 41333, 42666, 44000, 45333, 46666, 48000, 49333, 50666, 52000, 53333, 54666, 56000, 57333 Back Channel Link Rates 4800, 7200, 9600, 12000, 14400, 16800, 19200, 21600, 24000, 26400, 28800, 31200 33600 V.34+ Link Rates 4800, 7200, 9600, 12000, 14400, 16800, 19200, 21600, 24000, 26400, 28800, 31200, 33600 V.32bis Link Rates 4800, 7200, 9600, 12000, 14400 Additional Link Rates 300, 1200/75 (V.23), 1200, 2400 Fax Link Rates 2400, 4800, 7200, 9600, 12000, 14400 DTE Rates 300, 1200, 2400, 9600, 19200, 38400, 57600, 115200, 230400* * The 230400 DTE rate is supported by the 56K internal faxmodem only. 1-1 SOFTWARE INSTALLATION Windows-based Systems: Running the Setup Wizard The instructions for installing your ConnectionsTM CD-ROM software are on the installation map included in your modem's box. If you have not completed this portion of your install, you should do so now. · If you have disabled AutoPlay, click Start, point to Programs, point to 3Com U.S. Robotics, and click Connections. Installing the RapidCommTM Software NOTE: If you have an older version of RapidComm software on your system, uninstall it before continuing. To start the uninstall, double-click the Add/Remove Programs icon in the Control Panel. This will erase any faxes you have in your inbox. If you need to save them, copy them to a new directory. Using Connections Software Once installation is complete, you can use the Connections CD at any time by following these steps: · Insert the Connections CD into your CD-ROM drive. · If the CD is already in your drive, take it out and reinsert it. 2-1 SOFTWARE INSTALLATION The Connections CD contains the RapidComm communications software. RapidComm is used with the standard 2-1 SOFTWARE INSTALLATION modems; RapidComm Voice is used with modems with voice functionality. Once you have installed the Connections program group, you can install the RapidComm software. (The Setup Wizard does not install RapidComm.) Follow these instructions to install RapidComm: 1. Start the Connections CD (follow the instructions in the section "Using Connections Software" on page 2-1). 2. On the main Connections menu, click Software. 3. Click the Communications button. 4. Click the RapidComm (if you have a regular faxmodem) or RapidComm Voice (if you have a voice faxmodem) button. 5. Follow the on-screen instructions to finish the installation. NOTE: The CD also contains an electronic user manual for RapidComm and RapidComm Voice. Congratulations--you are now ready to start using your U.S. Robotics modem! 2-2 SOFTWARE INSTALLATION Macintosh Computers: Running the Setup Wizard The instructions for installing your ConnectionsTM CD-ROM software are on the installation map included in your modem's box. If you have not completed this portion of your install, you should do so now. · Double-click the Connections icon in the Connections folder. Installing the RapidCommTM Software NOTE: If you have a version of MacComCenter or any other communications software on your system, read your manual for instructions to uninstall it before continuing. This will erase any faxes you have in your inbox. If you need to save them, copy them to a new folder. The Connections CD contains the RapidComm communications software. RapidComm is used with the standard Using Connections Software Once installation is complete, you can use the Connections CD at any time by following these steps: · Insert the Connections CD into your CD-ROM drive. · Double-click the Connections icon on your desktop. 2-3 SOFTWARE INSTALLATION modems; RapidComm Voice is used with modems with voice functionality. Once you have installed Connections, you can install the RapidComm software. (The Setup Wizard does not install RapidComm.) Follow these instructions to install RapidComm: 1. Start the Connections CD (follow the instructions in the section "Using Connections Software" on page 2-3). 2. On the main Connections menu, click Software. 3. Click the Communications button. 4. Click the RapidComm (if you have a regular faxmodem) or RapidComm Voice (if you have a voice faxmodem) button. 5. Click Install Software. 6. Follow the on-screen instructions to finish the installation. NOTE: The CD also contains an electronic user manual for RapidComm and RapidComm Voice. Congratulations--you are now ready to start using your U.S. Robotics modem! 2-4 SPEAKERPHONE FEATURES (EXTERNAL VOICE SPEAKERPHONE MODEMS ONLY) Making a Speakerphone Call with a Telephone 1. Make sure your telephone is plugged into the modem's PHONE jack. 2. Lift the telephone's handset. 3. Dial the phone number. 4. When the person on the other end answers, press the SPEAKER button (on top of the modem). 5. Hang up the handset. 6. To end the call, press the SPEAKER button again. Making a Speakerphone Call with Communications Software 1. Dial the telephone number using your communications software. 2. To end the call, hang up using your software (see the software's Help file for more information). Answering an Incoming Call When you hear your phone ring, press the SPEAKER button. (If you do not hear your phone ring, you may not have the telephone's cord plugged into the modem's 3-1 SPEAKERPHONE FEATURES (EXTERNAL VOICE SPEAKERPHONE MODEMS ONLY) PHONE jack. If you are using your communications software to dial speakerphone calls, the software needs to be running in order for you to hear incoming calls.) connected to the modem's PHONE jack. To use the speaker again, press the SPEAKER button and then hang up the handset. Adjusting Speaker Volume Press the up and down volume buttons on top of the modem (marked VOLUME). Disabling the Speaker Feature If you want to talk privately to a caller, you can use a phone handset instead of the speaker. To disable the speaker for the entire call: Do not press the SPEAKER button when the call comes in. Simply lift the handset of the telephone connected to the modem's PHONE jack. To disable the speaker during a call: Pick up the handset of the telephone 3-2 Muting a Call If you'd like to say something without the receiving party hearing you, you can press the MUTE button. When you mute a call, the ONLINE light will blink. To turn off the mute feature, press MUTE again. (The ONLINE light will stop blinking and remain illuminated for the remainder of the call.) MODEM UPDATE WIZARD Windows-based Systems: The ConnectionsTM CD-ROM, which came with your modem, includes the U.S. Robotics Modem Update Wizard. This software is designed to quickly update your modem to the latest code. Installing the Wizard 1. Insert the Connections CD into your CD-ROM drive. 2. The Connections interface will appear automatically in your Web browser. 3. Click Customer Support. 4. Click Modem Software. 5. Click the Modem Update Wizard button. 6. Click Install Software. 7. Follow the on-screen instructions to complete the installation. 8. When you see the screen below, the setup is complete. Click OK. NOTE: You can also obtain this software from our BBS (847 262 6000; log in as Modem Utility, and the setup file will be downloaded) or from our Web page (http://www.usr.com/home/online). NOTE: Complete the instructions in the "Software Installation" chapter before installing the Modem Update Wizard. 4-1 MODEM UPDATE WIZARD NOTE: For more detailed instructions, see our Web page (http://www.3Com.com/56k). Updating Your Modem 1. Click Start, point to Programs, and then point to U.S. Robotics Modem Update Wizard. Finally, click the Modem Update Wizard selection. 2. Follow the on-screen instructions to complete the update process. 4-2 MODEM UPDATE WIZARD Macintosh Computers: The ConnectionsTM CD-ROM, which came with your modem, includes the U.S. Robotics Modem Update Wizard. This software is designed to quickly update your modem to the latest code. Installing the Wizard 9. Insert the Connections CD into your CD-ROM drive. 10. The Connections interface will appear automatically in your Web browser. 11. Click Customer Support. 12.Click Modem Software. 13.Click the Modem Update Wizard button. 14.Click Install Software. 15. Follow the on-screen instructions to complete the installation. 16.When you see a screen indicating that the setup is complete, click OK. NOTE: You can also obtain this software from our BBS (847 262 6000); log in as Modem Utility, and the setup file will be downloaded) or from our Web page (http://www.usr.com/home/online). NOTE: Complete the instructions in the "Software Installation" chapter before installing the Modem Update Wizard. 4-3 MODEM UPDATE WIZARD NOTE: For more detailed instructions, see our Web page (http://www.3Com.com/56k). Updating Your Modem 1. Double-click your Hard Drive icon. 2. Double-click the Modem Update Wizard folder. 3. Double-click the Update Wizard icon. 4. Follow the on-screen instructions to complete the update process. 4-4 UNINSTALLING A U.S. ROBOTICS MODEM Uninstalling a Winmodem NOTE: These instructions only apply to U.S. Robotics modems. If the modem you'll be uninstalling was made by another manufacturer, refer to that modem's documentation for uninstall instructions. CAUTION : To avoid the risk of electric shock, make sure your computer and all peripheral devices are turned off and unplugged. 1. First, remove the Winmodem software from the Windows operating system. From the Start menu, point to Settings and then click Control Panel. 2. Double-click the System icon. 3. Select Device Manager. 4. Double-click Modems. 5. Select Winmodem. 6. Click Properties. 5-1 To Uninstall · · · · A Winmodem® Faxmodem, see page 5-1. An Internal Faxmodem, see page 5-3. An External Faxmodem, see page 5-4. A Faxmodem for Macintosh, see page 5-5. UNINSTALLING A U.S. ROBOTICS MODEM 7. Choose the Port Settings tab and then click the Uninstall button. 8. Windows displays the following message: "Warning, you are about to remove this device from your system." Click OK. The Winmodem is now uninstalled from your system. 9. Next, verify that you completely uninstalled the Winmodem software. Click Start, point to Settings and select Control Panel. 10. Double-click the System icon and click the Device Manager tab. If you do not see a modem icon, you've successfully uninstalled your Winmodem software. If you do see an icon, repeat these instructions beginning with step 1. CAUTION : To avoid the risk of electric shock, make sure your computer and all peripheral devices are turned off and unplugged. 11. Finally, physically remove the Winmodem from your computer. Start by removing the phone cords from the modem's TELCO (or ) and PHONE (or ) jacks. If the modem is a voice modem, remove any microphones or powered speakers attached to the modem. 12. Shut down Windows. 13. Turn off and unplug your computer and all peripherals. 5-2 UNINSTALLING A U.S. ROBOTICS MODEM 14. Remove the computer's cover. (If you do not know how, refer to your computer's documentation.) 15. Find the modem inside the computer. (It will be the green board with TELCO (or ) and PHONE (or ) stamped on its metal bracket.) 16. Remove the screw that attaches the modem's metal bracket to the computer. 17. Remove the modem from its slot. 18. Replace the computer's cover. 2. Double-click the Modems icon. 3. Click to highlight the name of the modem you wish to remove. 4. Click the Remove button. CAUTION : To avoid the risk of electric shock, make sure your computer and all peripheral devices are turned off and unplugged. 5. Finally, physically remove the modem from your computer. Start by removing the phone cords from the modem's ) TELCO (or ) and PHONE (or jacks. If the modem is a voice modem, remove any microphones or powered speakers attached to the modem. 6. Shut down Windows. 5-3 Uninstalling an Internal Faxmodem 1. First, remove the modem from the Windows operating system. From the Start menu, point to Settings and then click Control Panel. UNINSTALLING A U.S. ROBOTICS MODEM 7. Turn off and unplug your computer and all peripherals. 8. Remove the computer's cover. (If you do not know how, refer to the documentation for your computer.) 9. Find the modem inside the computer. (It will be the green board with TELCO (or ) and PHONE (or ) stamped on its metal bracket.) 10. Remove the screw that attaches the modem's metal bracket to the computer. 11. Remove the modem from its slot. 12. Replace the computer's cover. Start menu, point to Settings and then click Control Panel. 2. Double-click the System icon. 3. Click the Device Manager tab. 4. Double-click the Modems icon. 5. Click to highlight the name of the modem you wish to remove. 6. Click the Remove button. 7. Finally, physically remove the modem from your computer. Start by removing the phone cords from the modem's ) TELCO (or ) and PHONE (or jacks. 8. Shut down Windows. 9. Turn off and unplug your computer and all peripherals (including the modem). Uninstalling an External Faxmodem 1. First remove the modem from the Windows operating system. From the 5-4 UNINSTALLING A U.S. ROBOTICS MODEM back of your computer marked with a CAUTION : To avoid the risk of electric shock, make sure your computer and all peripheral devices are turned off and unplugged. 10. Unplug the modem's power adapter from the outlet or power strip. 11. Unplug the modem's serial cable from the computer. telephone icon . Uninstalling a Faxmodem for Macintosh 1. Turn off your computer. 2. Disconnect the power adapter from your modem and unplug it from the wall. 3. Detach the serial connecting cable from both the modem and the port on the 4. 5. Unplug the phone cord from the telephone jack of the modem (labeled with a wall plug icon on the bottom of the case) and the other end from the telephone jack. 5-5 UNINSTALLING A U.S. ROBOTICS MODEM Once your modem is disconnected, you'll need to uninstall the RapidComm software. For more information on uninstalling the communications software included with your modem, see the RapidComm manual on your Connections CD. 5-6 TROUBLESHOOTING AND HELP RESOURCES When you try to connect to the Internet, you get the error "modem not responding" or "modem in use." Possible Solutions: · · · If you have an external modem, make sure that power supply is plugged into the modem and into the electrical outlet, and make sure that the modem has been turned on. If you have an internal modem, check to make sure that the modem has been firmly inserted into the appropriate slot. Another application may be controlling the port that the modem is using. Quit all other applications and see if the issue persists. The modem won't go off hook to dial or doesn't answer the phone. Possible Solutions: · You may have plugged your modem's phone cord into the wrong jack on the modem. Make sure the phone cord is plugged into a jack labeled with the word TELCO or a wall plug icon. 6-1 TROUBLESHOOTING AND HELP RESOURCES · You might have a bad phone cord connection to your modem. The phone cord should be plugged into the TELCO jack on the modem and the wall phone jack. The phone cord should be no longer than 12 feet in length. Use the phone cord included in your 3Com box, if possible. 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. You may have devices between the modem and the phone jack. There should be no line splitters, fax machines, or other devices between the modem and the wall jack. If you have a Macintosh modem, make sure that your DIP switches are set at 1, 3, 5, and 8 in the down (or on) position. In addition, &D0 should be in your initialization string. · · · The modem is able to dial out and attempts to connect, but fails to connect to your ISP or Remote Server. Possible Solutions: · You may have a poor line connection. Try placing the call again. The phone company routes calls differently each time. To verify a valid phone connection, enter RapidComm's Terminal mode and type ATX3DT18472626000 (the 3Com BBS) or 6-2 TROUBLESHOOTING AND HELP RESOURCES ATX3DT18475454248 (the 3Com Macintosh BBS) and press ENTER. If you need to dial 9 to obtain outside phone access, insert a 9 in the above phone number immediately before the 1. This string bypasses the dial tone, allowing a connection if the modem is functioning properly. Your modem cannot achieve a 56 Kbps Internet connection. Possible Solutions: V.90 supports speeds of up to 56K. Due to phone line restrictions, you will achieve a lower connection; 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 56K connections. However, due to unusual or old telephone line configurations, some users will not be able to take full advantage of this technology. 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 56K technology, perform the following tests: a. First, make sure your modem supports V.90. You can verify that your modem supports V.90 by opening a terminal application (RapidComm, HyperTerminal, ZTerm, etc.) typing ati7 and pressing ENTER. If the Options line has V.90 listed, then your modem supports 3Com 56K technology. 6-3 TROUBLESHOOTING AND HELP RESOURCES b. Make sure that the number you're dialing is an actual V.90 server. Some ISPs may have a mixture of V.90 and non-V.90 servers. You can check this by contacting your ISP and asking them about 56K technology or V.90 availability. c. If it is a V.90 server, you may want to try calling it a few more times. Remember, the phone company routes each call in a different fashion each time you place a call. For testing purposes, you may want to call into the 3Com BBS at 847-262-6000 or the 3Com Macintosh BBS at 847 545 4248, which have V.90 servers attached to them. d. If you are able to connect at V.90 speeds on the 3Com BBS, there may be something between you and your ISP that is preventing a V.90 connection from being negotiated. You may want to contact your ISP and see if they have received similar reports from other customers. e. If you do not make a V.90 connection to our BBS, your line might not be capable of supporting V.90 speeds. If that's the case, then see the next item in this list. f. If you are experiencing consistent problems with V.90 connections (i.e., not making a high speed connection, abrupt disconnections, etc.), you can call 3Com Technical Support for U.S. Robotics modems at 847 262 5151. When you try to connect to the Internet, you get a error of "No Dial Tone." 6-4 TROUBLESHOOTING AND HELP RESOURCES Possible Solutions: · You may have plugged your modem's phone cord into the wrong jack on the modem. Make sure the phone cord is plugged into a jack labeled with the word TELCO or a wall plug icon. You may have devices between the modem and the phone jack. There should be no line splitters, fax machines, or other devices between the modem and the wall jack. Click Start, point to Settings, and click Control Panel. Double-click the Modems icon. Highlight your modem and click Properties. Click the Connection tab and then click the Advanced button. In the Extra Settings text box, type X3. This will enable your modem to bypass the dial tone and attempt to dial out. If you have voice mail on the same line that the modem is using, the voice mail system may alter the dial tone to indicate that messages are waiting. Check to see if you have any messages and try using the modem again after you have listened to them. · · · How do you configure a modem for use with Windows 95/98 Dial Up Network and Windows NT RAS? Possible Solutions: 6-5 TROUBLESHOOTING AND HELP RESOURCES Windows 95 has built-in dial-up network support. Using Dial-Up Networking, you are able to connect to remote servers and Internet providers. Through some easy steps, you can connect to your local Internet provider or Remote Access Service (RAS). The first step in setting up Dial-Up Networking is to make sure the service is installed. The Dial-Up service is located in the Accessories group and is not part of the default installation. To check to see if it was installed, click Start, point to Programs and click Accessories. If there is no group containing the title Dial-Up Networking, this means that it is not installed on the system. If you have already installed Dial-Up Networking, skip to Configuring DialUp Networking. Installing Dial-Up Networking To add dial-up networking, start by clicking Start, pointing to Settings and clicking Control Panel. Then click Add/Remove Programs. Click the Windows Setup tab. Next, select Communications and press Details.... The Communications screen should appear. Check Dial-Up Networking, then click OK. Then click OK again. It will now look for your Windows 95 CD-ROM or diskette. Place it in the machine and click OK (skip this step if the CD-ROM or diskette is already in the drive). Once the files are done copying, and the shortcuts created, it will request that you shut down. 6-6 TROUBLESHOOTING AND HELP RESOURCES Close all your applications and restart the system. You are now finished with the installation process. Configuring Dial-Up Networking You first need to add the Dial-Up Adapter. In most cases this will be added automatically. To verify that the Dial-Up Adapter is installed, right-click the Network Neighborhood icon, then click Properties. If you cannot find this icon on your desktop, you can also open up the Network icon in the Control Panel. Then look in the configuration section for the Dial-Up Adapter. If the Dial-Up Adapter is not installed, click Add and then click Adapter. Click Microsoft and then click Dial-Up Adapter. Click OK. Next, click Start, point to Programs, and click Accessories. Click Dial-Up Networking and then double-click Make New Connection. You are now asked to enter a name for the connection and select the modem you wish to use. Fill in the name field and select the modem you want to use for connecting. After selecting your modem, click Configure. Verify all the modem settings. Under Connections, make sure the data bits, Parity, and Stop bits are set correctly. This is usually set to 8, None, and 1 in that order. Only change this if the site you are connecting to 6-7 TROUBLESHOOTING AND HELP RESOURCES requires it. Make sure that Wait for dial tone before dialing is checked to make sure there is no dialing before the line has been picked up. Once you are done with this, click OK, then Next as stated above. Now you will need to add the number of your Service Provider. After you are done, click Next, and then Finish. Server Configuration Under the Dial-Up Networking program group, click once on the Dial-Up account you just created. Click File and select Properties. The "My Connections" screen should appear. Click the Server Types tab. We recommend unchecking the "NetBEUI" and "IPX/SPX Compatible" boxes if you are connecting to an Internet provider. If you are connecting to a Remote Access Service (RAS) and will be attaching to a Microsoft, Novell, or other network, you can leave these selected. Now click TCP/IP settings. The "TCP/IP Settings" screen should appear. You will now be required to enter your TCP/IP information. This can be set up in several different ways: 6-8 TROUBLESHOOTING AND HELP RESOURCES IP Setting ­ Possible Scenarios · Your access provider provides you with a specific IP address that you will use every time. If this is the case, make sure that Specify an IP address is checked. Now you must fill in the IP address field with the information your access provider gave you. Your access provider provides different IPs to you every time you connect. In this case, the provider is using a pool of addresses that are randomly assigned to you. If this is the case, make sure that Server assigned IP address is selected. This is usually the way an Internet provider will work unless you request a specific one. · Name Server Setting · Your access provider provides you with a specific DNS entry. DNS entries are what you use to be routed to the Internet and other locations. If this is the case, make sure that Specify name server address is checked, and fill in the Primary DNS and if given, the Secondary DNS. The secondary DNS is a backup in case the Primary is unavailable. Your access provider assigns DNS entries on connection. In this case, the DNS can change for each connection. You should make sure that Server Assigned name server addresses is selected. · After you are done configuring the above settings, click OK twice. 6-9 TROUBLESHOOTING AND HELP RESOURCES Using Dial-Up Networking Now that everything is configured, it's time to dial out. Click Start, point to Programs, and click Accessories. Click Dial-Up Networking and double-click the new icon you created under Dial-Up Networking. You should see the Connect To screen. Fill in your user name and password and click Connect or press ENTER. After connecting, you should receive a message stating "Status: Verifying user name and password." Some Remote Access Services (RAS) allow for callback. If you receive a prompt for a callback number, then you can have the system call you back by entering your phone number. RAS systems can also be set up for auto-callback without asking for a number. In this case, the number is pre-defined at the server end. This is usually done to protect the system from unauthorized people getting in. Note: If you encounter any connection problems after setup is complete, you should check our online services for updates to the *.INF file for your product. The latest INF files can be obtained from our BBS, FTP site, CompuServe, and AOL. If you connect correctly but find that you can not access the Internet or the network, depending on your application, you should obtain/verify all your Server settings with your service provider. 6-10 TROUBLESHOOTING AND HELP RESOURCES Plug and Play does not detect your modem. You've installed the modem and Windows has restarted, but you simply see your desktop. You do not see any screens indicating that new hardware has been detected. Possible Solutions: · The Plug and Play installation was not successful. Try the following: 1. Click Windows Start and click Shut Down. When asked if you wish to shut down your computer, click Yes. When Windows indicates that it is safe to turn off your computer, turn it off and wait 15 seconds. Then turn the computer back on. Windows may detect your modem upon this restart even if it did not detect the modem during the initial installation. If you see screens indicating that new hardware has been detected by Windows, continue with instructions on the installation map included with your modem. If you do not see the new hardware screens, continue with step 2 below. 2. Click Windows Start, point to Settings, and click Control Panel. Double-click the System icon and then click the Device Manager tab on the "System Properties" screen. Look for "Other Devices" or "Unknown Devices" in the list that appears. If you do not see either of these options in the list, continue with the next section to learn about our 6-11 TROUBLESHOOTING AND HELP RESOURCES support options. If you do see one of these options, double-click the option. If the description that appears matches the modem you are trying to install, click the Remove button. Click OK when Windows asks if you wish to remove the device. Next, restart the computer and continue with instructions on the installation map included with your modem. (Internal Modems Only) Another device is using the same COM port or IRQ as your modem and is causing a conflict. This is resulting in system lock-ups and/or loss of data. Possible Solutions: Your modem can be set to the following IRQs: IRQ 2, 3, 4, 5, or 7 (and in some models, IRQ 10, 11, 12, and 15 can be used) The IRQs available for your modem to use depend on your computer setup. Each IRQ on your computer is assigned a "peripheral device" or other function (you can consult your computer documentation to see what these default settings are, or use Microsoft Diagnostics, as explained later in this section). The typical assignment for the first eleven IRQs are listed next: 6-12 TROUBLESHOOTING AND HELP RESOURCES IRQ Assignment 0 System Timer 1 2 3 4 5 6 7 8 9 Keyboard Cascade input (mandatory function) COM2 COM1 Sound/Parallel Port 2 (LPT2) Disk Controller (All internal floppy drives) Parallel Port 1 (LPT1) Real-time clock interrupt Reserved 10 Reserved 11 Reserved As you can see above, there are no default assignments for COM3 and COM4. In order to use COM3 or COM4, you must assign it to an IRQ. This means sharing that IRQ with 6-13 TROUBLESHOOTING AND HELP RESOURCES its default assignment. This is possible only if the default assignment is not in use. For example, you can assign COM3 to IRQ5, if you are not using LPT2 for a second printer, sound card, or other external parallel device. You cannot assign COM4 to IRQ2 because IRQ2 is being used by the computer for a mandatory function. If you have a mouse attached to COM1, IRQ4 is in use by COM1 and can not be used for COM3. If you plan to use COM3 or COM4, you must assign these COM ports to an IRQ through Windows or your DOS communications software. Before running your software, you must first reinstall your modem with the right IRQ and COM port settings (either jumpers or software set for Plug and Play devices). Reinstalling your Modem Follow the instructions on the installation map which came with your modem. Windows Applications If your communication program is running under Microsoft Windows, you must first assign the modem's COM port to the IRQ you selected through the Window's Control Panel. Use the following steps: · · In the Main menu of the Program Manager, open up the Control Panel. Double-click the Ports icon. 6-14 TROUBLESHOOTING AND HELP RESOURCES · · · Use the mouse to select the COM port that you are using for your modem. Click Settings, then Advanced. Select the IRQ you want to use for your modem. Be sure to select the appropriate COM port in your communications software. Consult your software's documentation for information on how to make these changes. Most computers come with two external COM ports (COM1 and COM2). If you have an external COM2 connector (look on the back of your computer), you will have a conflict if you install an internal modem using COM2. Even if nothing is connected to the external port, the COM port is still reserved for that port, unless you disable it in the system BIOS. The reason this happens is that the external connector uses a serial interface card, which reserves COM2 and IRQ3 for the external connector. If you do not plan to use the external COM2 connector, most computers will let you disable it (consult your computer's user guide or its manufacturer's technical support). Your internal modem may then be installed using COM2 and IRQ3, if you choose. Modems are not required to be on COM2 and IRQ3, but we are using this as an example. Sound cards, network cards, SCSI/IDE, and other serial interface cards use COM ports and/or IRQs. You may have installed such a card in your computer's expansion slot to run an external hard drive, or CD-ROM, or perhaps to connect to your network. Some video cards also use an IRQ. The main issue to watch for with video 6-15 TROUBLESHOOTING AND HELP RESOURCES cards is that many of them share COM4's memory address space. This can conflict if you try putting a modem on COM4. Please contact your graphic card company for support on this issue. You need to determine which COM port and IRQ each serial interface card in your system is using. One way to find this out is to open up your computer, take out the expansion card or cards, and examine their jumper settings (be sure the computer is turned off before removing an expansion card). Another simpler way is to use Microsoft's Diagnostics program. Using Microsoft Diagnostics Microsoft Diagnostics is a program included with most versions of MS-DOS. This program tells you what is installed on each COM port and IRQ. Simply type MSD at the DOS prompt. If you are in Windows 3.1 or Windows for Workgroups, exit Windows completely, then run MSD. If you are running Windows NT, click Run, then type WINMSD. For Windows 95 users, click Start, point to Settings, and click Control Panel. Doubleclick the System icon and then click the Device Manager tab. Double-click the Computer icon. On the "View Resources" screen, make sure that Interrupt Request (IRQ) is checked at the top. You will now be able to see what devices are assigned to which IRQs, and which IRQs are free. 6-16 TROUBLESHOOTING AND HELP RESOURCES Sometimes it is necessary to change the IRQ setting on an expansion card to free an IRQ for the modem. For example, if your sound card is using IRQ5, you can reinstall it using IRQ11. This would then free IRQ5 for use by your modem. If you continue to have conflicts, or do not know how to disable the on-board COM ports or other settings, you should contact your computer manufacturer or software manufacturer. If you are sure that there are no conflicts in your system, and your 3Com U.S. Robotics modem still does not function, please contact our technical support department for further assistance. (Winmodems Only) Windows never detected the modem. Possible Solutions: · · Make sure the system has a free COM port or IRQ to use. Under Windows 95, make sure that the modem is not listed in the Device Manager under "Other Devices." If it is, delete it and reinstall the Winmodem. 6-17 TROUBLESHOOTING AND HELP RESOURCES Help Resources Connecting to the 3Com BBS To connect to the 3Com Bulletin Board System, follow these steps: 1. Start your fax/data communications program. The software settings for our BBS are: ANSI terminal emulation Data Bits: 8 Parity: None Stop Bits: 1 2. Put the program in Terminal mode. 3. Type ATDS0 (the last digit is a zero) and press ENTER. When you are ready to leave the BBS, type G (for "good-bye") from the main menu. NOTE: ATDS0 (the last digit is a zero) automatically dials 1 847 262 6000, the 3Com BBS. If this is your first time connecting to our BBS, you will be asked to enter your name, create a password of your choice, and to fill out a questionnaire. The BBS gives you access to customer and technical support documents and the BBS library. The library contains hundreds of helpful files and tips to help simplify using your modem. 6-18 TROUBLESHOOTING AND HELP RESOURCES 3Com offers a number of other online technical support options. Choose any one of the following options for help with, and/or more information about, your new modem. Internet FTP Provides a free library containing the same files as the BBS site. FTP to ftp.usr.com. Internet on Demand Provides automatic technical support through documents containing product information, quick reference cards, and installation help. To obtain an index of available documents, send a blank e-mail to support@usr.com. To have a specific document e-mailed to you, send the document's number in the subject field. World Wide Web A 3Com Web page containing the same information as the Internet on Demand listing. Log on to: http://www.usr.com/home/online/ CompuServe Access the same information as the Internet FTP site. The 3Com forum address is GO THREECOM. Address private messages to 76711,707. America Online Connect to 3Com through America Online. Go to the Keyword field and type 3Com to connect to various 3Com resources, such as file libraries, message boards, online customer support, and product announcements. 6-19 TROUBLESHOOTING AND HELP RESOURCES Are You Still Having Problems? · · Review this manual. Call or visit your modem dealer. They may be able to provide immediate assistance. If your dealer can't help you, contact 3Com Customer Support. When you call, specify your modem serial number (found on the modem and on the outside of the box), the software being used, and, if possible, have the contents of your ati7 screen available. NOTE: If you can, have your ati7 information written down on a piece of paper before you call tech support. Regular Phone Service 847 262 5151 8:00 am - 6:00 pm CST Monday - Friday. Automated service is available 24 hours a day, 7 days a week. · Priority, No-Hold Service 3Com also staffs its own fee-based 900 number for immediate assistance. These lines are staffed from: 8 a.m. - 10 p.m. CST (Mon. - Fri.) 10 a.m.- 5 p.m. CST (Sat. - Sun.) No-Hold line 900 555 USR1 Customer Support via the Phone Technical questions about 3Com modems can also be answered by technical support specialists. 6-20 TROUBLESHOOTING AND HELP RESOURCES For a no-hold call, a $2.00 per minute charge will appear on your local phone bill. You must be 18 or older or have parental permission. (Service available in the U.S. only.) Include your SRO number, name, and address on the shipping label as well as inside the package. Send the package insured or via a courier capable of tracking the progress of the shipment. Ship to the following address: 3Com Client SRO# _____________ 1800 Central Avenue Mt. Prospect, IL 60056 If You Need to Return the Modem to 3Com for Repair Contact 3Com Customer Support. If the support representative determines that you need to return the modem for repair, you will receive an SRO (Service Repair Order) number. You must have an SRO number before returning the modem to us. Ship the unit, postage paid, in a strong box made of corrugated cardboard with plenty of packing material. Do NOT send the modem back in the original box. Send ONLY the modem (NOT the power supply, manuals, CD-ROM, etc.). 6-21 GLOSSARY Cross references are printed in boldface. analog loopback or an internal test pattern is sent to the modem's transmitter, turned into analog form, looped back to ARQ Automatic Repeat reQuest. A function that allows be retransmitted. See MNP V.42. analog signals A variety of signals and wavelengths that can be transmitted over communications lines such as the answer mode The mode used by your modem when answering an incoming call from an originating modem. The originating modem, which is in originate mode ASCII American Standard Code for Information Interchange. A code used to represent letters, numbers, and special characters such as $, !, and /. asynchronous transmission Data transmission in which the length of time between transmitted characters may vary. Because characters may not be transmitted at set intervals, start/stop bits are used to mark the beginning and end of each character. Auto Answer detects a certain number of rings. See S-register S0 in the "Technical Reference" chapter of this application A computer program designed to perform a specific task or set of tasks. Examples include word 7-1 GLOSSARY auto-dial A process where your modem dials a call for you. The dialing process is initiated by sending an ATDT (dial tone) or ATDP (dial pulse) command followed by the telephone number. Auto-dial is used to dial voice numbers. See command Dn. baud rate A term used to measure the speed of an analog transmission from one point to another. Although not technically accurate, baud rate is commonly used to mean bit rate. binary digit A 0 or 1, reflecting the use of the binary numbering system. Used because the computer recognizes either of two states, OFF or ON. Shortened form of binary digit is bit. bit rate Also referred to as transmission rate. The number of binary digits, or bits, transmitted per second (bps). Communications channels using analog modems are established at set bit rates, commonly 2400, 4800, 9600, 14,400, 28,800 and higher. bits per second (bps) The bits (binary digits) per second rate. Thousands of bits per second are expressed as kilobits per second (kbps). buffer A temporary memory area used as storage during input and output operations. An example is the modem's command buffer. byte A group of binary digits stored and operated upon as a unit. Most often the term refers to 8-bit units or characters. One kilobyte (KB) is equal to 1,024 bytes or characters; 640 KB is equal to 655,360 bytes or characters. carrier The basic signal altered or modulated by the modem in order to carry information. character A representation, coded in binary digits, of a letter, number, or other symbol. 7-2 GLOSSARY characters per second (cps) A data transfer rate generally estimated from the bit rate and the character length. For example, at 2400 bps, 8-bit characters with start/stop bits (for a total of ten bits per character) will be transmitted at a rate of approximately 240 characters per second (cps). Some protocols, such as error-control protocols, employ advanced techniques such as longer transmission frames and data compression to increase cps. class 1 and 2.0 International standards used by fax application programs and faxmodems for sending and receiving faxes. cyclic redundancy checking (CRC) An error-detection technique consisting of a test performed on each block or frame of data by both sending and receiving modems. The sending modem inserts the results of its tests in each data block in the form of a CRC code. The receiving modem compares its results with the received CRC code and responds with either a positive or negative acknowledgment. data communications The transmission or sharing of data between computers via an electronic medium. data compression table A table containing values assigned for each character during a call under MNP5 data compression. Default values in the table are continually altered and built during each call: The longer the table, the more efficient throughput gained. data mode Mode used by a modem when sending and receiving data files. DCE Data Communications (or Circuit-Terminating) Equipment, such as dial-up modems that establish and control the data link via the telephone network. default Any setting assumed, at startup or reset, by the computer's software and attached devices. The computer or software will use these settings until changed by the user or other software. 7-3 GLOSSARY detect phase In the ITU-T V.42 error-control protocol, the first stage in establishing if both modems attempting to connect have V.42 capability. dictionary The term used for compression codes built by the V.42 bis data compression algorithm. digital loopback A test that checks the modem's RS-232 interface and the cable that connects the terminal or computer and the modem. The modem receives data (in the form of digital signals) from the computer or terminal, and immediately returns the data to the screen for verification. digital signals Discrete, uniform signals. In this manual, the term refers to the binary digits 0 and 1. DTE Data Terminal (or Terminating) Equipment. A computer that generates or is the final destination of data. duplex Indicates a communications channel capable of carrying signals in both directions. See half duplex, full duplex. Electronic Industries Association (EIA) Group which defines electronic standards in the U.S. error control Various techniques that check the reliability of characters (parity) or blocks of data. V.42 and MNP error-control protocols use error detection (CRC) and retransmission of flawed frames (ARQ). facsimile A method for transmitting the image on a page from one point to another. Commonly referred to as fax. fax mode The mode used by a modem to send and receive data in facsimile format. See definitions for V.17, V.27ter, V.29. 7-4 GLOSSARY flow control A mechanism that compensates for differences in the flow of data into and out of a modem or other device. See commands &Hn, &In, &Rn. frame A data communications term for a block of data with header and trailer information attached. The added information usually includes a frame number, block size data, error-check codes, and Start/End indicators. full duplex Signals can flow in both directions at the same time over one line. In microcomputer communications, this may refer to the suppression of the online local echo. half duplex Signals can flow in both directions, but only one way at a time. In microcomputer communications, may refer to activation of the online local echo, which causes the modem to send a copy of the transmitted data to the screen of the sending computer. Hz Hertz, a frequency measurement unit used internationally to indicate cycles per second. Internet An electronic communications network that connects computer networks and organizational computer facilities around the world. Internet Service Provider A company which provides dial-up (modem) access to the Internet for a fee. ITU-T An international organization that defines standards for telegraphic and telephone equipment. For example, the Bell 212A standard for 1200-bps communication in North America is observed internationally as ITU-T V.22. For 2400-bps communication, most U.S. manufacturers observe V.22 bis. 7-5 GLOSSARY LAPM Link Access Procedure for Modems. An errorcontrol protocol defined in ITU-T recommendation V.42. Like the MNP protocols, LAPM uses cyclic redundancy checking (CRC) and retransmission of corrupted data (ARQ) to ensure data reliability. local echo A modem feature that enables the modem to display keyboard commands and transmitted data on the screen. See command En. MNP Microcom Networking Protocol, an error-control protocol developed by Microcom, Inc., and now in the public domain. There are several different MNP protocols, but the most commonly used one ensures error-free transmission through error detection (CRC) and retransmission of flawed frames. modem A device that transmits/receives computer data through a communications channel such as radio or telephone lines. It also changes signals received from the phone line back to digital signals before passing them to the receiving computer. nonvolatile memory (NVRAM) User-programmable random access memory whose data is retained when power is turned off. On the U.S. Robotics modem, it includes four stored phone numbers and the modem settings. off/on hook Modem operations that are the equivalent of manually lifting a phone receiver (taking it offhook) and replacing it (going on-hook). online fall back/fall forward A feature that allows high-speed, error-control modems to monitor line quality and fall back to the next lower speed in a defined range if line quality diminishes. As line conditions improve, the modems switch up to the next higher speed. originate mode The mode used by your modem when initiating an outgoing call to a destination modem. The transmit/receive frequencies are the reverse of the called modem, which is in answer mode. parity A simple error-detection method that checks the validity of a transmitted character. Character 7-6 GLOSSARY checking has been surpassed by more reliable and efficient forms of error checking, including V.42 and MNP 2-4 protocols. Either the same type of parity must be used by two communicating computers, or both may omit parity. remote echo A copy of the data received by the remote system, returned to the sending system, and displayed on the screen. Remote echoing is a function of the remote system. ROM Read Only Memory. Permanent memory, not userprogrammable. serial transmission The consecutive flow of data in a single channel. Compare to parallel transmissions where data flows simultaneously in multiple channels. start/stop bits The signaling bits attached to a character before and after the character is transmitted during asynchronous transmission. terminal A device whose keyboard and display are used for sending and receiving data over a communications link. Differs from a microcomputer or a mainframe in that it has little or no internal processing capabilities. protocol A system of rules and procedures governing communications between two or more devices. Protocols vary, but communicating devices must follow the same protocol in order to exchange data. The format of the data, readiness to receive or send, error detection and error correction are some of the operations that may be defined in protocols. RAM Random Access Memory. Memory that is available for use when the modem is turned on, but that clears of all information when the power is turned off. The modem's RAM holds the current operational settings, a flow control buffer, and a command buffer. remote digital loopback A test that checks the phone link and a remote modem's transmitter and receiver. 7-7 GLOSSARY terminal mode Software mode that allows direct communication with the modem. Also known as command mode. throughput The amount of actual user data transmitted per second without the overhead of protocol information such as start/stop bits or frame headers and trailers. Compare with characters per second. V.8 The ITU-T standard specification that covers the initial handshaking process. V.17 fax An ITU-T standard for making facsimile connections at 14,400 bps, 12,000 bps, 9600 bps, and 7200 bps. V.21 An ITU-T standard for modems operating in asynchronous mode at speeds up to 300 bps, fullduplex, on public switched telephone networks. V.22 An ITU-T standard for modem communications at 1200 bps, compatible with the Bell 212A standard observed in the U.S. and Canada. V.22 bis An ITU-T standard for modem communications at 2400 bps. The standard includes an automatic link negotiation fallback to 1200 bps and compatibility with Bell 212A/V.22 modems. V.27 ter An ITU-T standard for facsimile operations that specifies modulation at 4800 bps, with fallback to 2400 bps. V.29 An ITU-T standard for facsimile operations that specifies modulation at 9600 bps, with fallback to 7200 bps. V.32 An ITU-T standard for modem communications at 9600 bps and 4800 bps. V.32 modems fall back to 4800 bps when line quality is impaired. V.32 bis An ITU-T standard that extends the V.32 connection range: 4800, 7200, 9600, 12,000, and 7-8