User manual US ROBOTICS USR5610B

U.S. Robotics® Modems: User's Guide http://www.usr.com/ Published February 2001 p.n. R46.0041.00 U.S. Robotics Corporation 935 National Parkway Schaumburg, IL 60173 Copyright © 2000 U.S. Robotics Corporation. All rights reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from U.S. Robotics Corporation. U.S. Robotics Corporation reserves the right to revise this documentation and to make changes in content from time to time without obligation on the part of U.S. Robotics Corporation to provide notification of such revision or change. U.S. Robotics Corporation provides this documentation without warranty of any kind, either implied or expressed, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. U.S. Robotics may make improvements or changes in the product(s) and/or the program(s) described in this documentation at any time. If there is any software on removable media described in this documentation, it is furnished under a license agreement included with the product as a separate document, in the hard copy documentation, or on the removable media in a directory file named LICENSE.TXT or !LICENSE.TXT. If you are unable to locate a copy, please contact U.S. Robotics and a copy will be provided to you. UNITED STATES GOVERNMENT LEGEND If you are a United States government agency, then this documentation and the software described herein are provided to you subject to the following: All technical data and computer software are 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 FAR2.101(a) and as such is provided with only such rights as are provided in U.S. Robotics's standard commercial license for the Software. Technical data is provided with limited rights only as provided in DFAR 252.227-7015 (Nov1995) or FAR 52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in, or delivered to you in conjunction with, this User Guide. U.S. Robotics and Winmodem are registered trademarks and x2 is a trademark of U.S. Robotics Corporation.. Microsoft, Windows, and Windows NT are registered trademarks of MicrosoftCorporation. All other company and product names may be trademarks of the respective companies with which they are associated. CONTENTS 1 56K FAXMODEM PRODUCT FEATURES Modulation Schemes 1 Error Control and Data Compression Schemes Fax Modulation Schemes 2 Front Channel Link Rates (V.90/V.92) 2 Back Channel Link Rates (V.92) 2 Back Channel Link Rates (V.90) 2 V.34+ Link Rates 2 V.32bis Link Rates 2 Additional Link Rates 3 Fax Link Rates 3 DTE Rates 3 2 2 INTERNAL AND EXTERNAL MODEMS WITH SPEAKERPHONE Making a Speakerphone Call with a Telephone 5 External Modems with Speakerphone 5 Internal Modems with Speakerphone 5 Making a Speakerphone Call with Communications Software Answering an Incoming Call 5 External Modems with Speakerphone 5 Internal Modems with Speakerphone 6 Speaking Privately to a Caller 6 Adjusting Speaker Volume 6 Muting a Call 6 External Modems with Speakerphone 6 Internal Modems with Speakerphone 6 5 3 UNINSTALLING A U.S. ROBOTICS ® MODEM Uninstalling a Winmodem modem Uninstalling an Internal Faxmodem 7 8 Uninstalling an External Faxmodem 9 Uninstalling a Macintosh Faxmodem 9 4 TROUBLESHOOTING AND HELP RESOURCES External Serial Modems 11 Basic Troubleshooting Steps 11 My computer isn't recognizing my modem. 12 My software isn't recognizing my modem. 14 My modem won't dial out or doesn't answer incoming calls. 15 Office Users 16 Dialing Problems for Voice Mail Users 16 My modem sounds like it's trying to connect to another modem but fails. 16 My modem isn't achieving a 56K Internet connection. 17 External USB Modems 18 Basic Troubleshooting Steps 18 My computer isn't recognizing my modem. 19 If You Are Using This Modem as a USB Device 20 If You Are Using This Modem as a Serial Device 21 My software isn't recognizing my modem. 22 My modem won't dial out or doesn't answer incoming calls. 23 For Both Dialing and Answering Problems 23 Office Users 24 Dialing Problems for Voice Mail Users 24 My modem sounds like it's trying to connect to another modem but fails. 24 My modem isn't achieving a 56K Internet connection. 24 Macintosh Modems 25 Basic Troubleshooting Steps 25 My computer isn't recognizing my modem. 26 My software isn't recognizing my modem. 27 My modem won't dial out or doesn't answer incoming calls. 27 Office Users 28 Dialing Problems for Voice Mail Users 28 My modem sounds like it's trying to connect to another modem but fails. 28 My modem isn't achieving a 56K Internet connection. 29 Internal U.S. Robotics Winmodem® Modems 30 Basic Troubleshooting Steps 30 My computer isn't recognizing my modem. Possible solution: 30 My software isn't recognizing my modem. 31 My modem won't dial out or doesn't answer incoming calls. 33 Office Users 33 Voice Mail Users 33 My modem sounds like it's trying to connect to another modem but fails. 33 My modem isn't achieving a 56K Internet connection. 33 Internal ISA Modems 34 Basic Troubleshooting Steps 34 My computer isn't recognizing my modem. 35 My software isn't recognizing my modem. 37 My modem won't dial out or doesn't answer incoming calls. 39 Office Users 39 Voice Mail Users 39 My modem sounds like it's trying to connect to another modem but fails. 40 My modem isn't achieving a 56K Internet connection. 40 Internal PCI Modems 41 Basic Troubleshooting Steps 41 My computer isn't recognizing my modem. 41 My software isn't recognizing my modem. 44 My modem won't dial out or doesn't answer incoming calls. 45 Office Users 45 Voice Mail Users 46 My modem sounds like it's trying to connect to another modem but fails. 46 My modem isn't achieving a 56K Internet connection. 46 Help Resources 47 World Wide Web 47 U.S. Robotics Knowledgebase 47 Are You Still Having Problems? 47 Customer Support via the Phone 48 In the United States 48 If You Need to Return the Modem to U.S. Robotics for Repair 48 In the United States: 49 In Canada: 49 5 6 GLOSSARY TECHNICAL REFERENCE Front-of-the-Case Lights (External Serial Faxmodems) 63 Top-of-the-Case Lights (Voice Faxmodem Pro Externals) 64 Typing Commands 64 Basic Data Commands 64 Extended Data Commands 71 S Registers 80 Bit-Mapped Registers 84 7 REGULATORY INFORMATION Manufacturer's Declaration of Conformity 89 Tested to comply with FCC Standards for Home and Office Use. Part 15 89 Caution to the User 90 Part 68 90 Caution to the User 91 Fax Branding 91 Radio and Television Interference 91 For Canadian Modem Users 91 89 1 Modulation Schemes 56K FAXMODEM PRODUCT FEATURES ITU-T V.92s 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 * models 5686, 5687, 5609, 5610, 5605, 5613 only s on select models 2 CHAPTER 1: 56K FAXMODEM PRODUCT FEATURES 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 (V.90/V.92) 28000, 29333, 30666, 32000, 33333, 34666, 36000, 37333, 38666, 40000, 41333, 42666, 44000, 45333, 46666, 48000, 49333, 50666, 52000, 53333, 54666, 56000 Back Channel Link Rates (V.92) Back Channel Link Rates (V.90) V.34+ Link Rates 28000, 29333, 30666, 32000, 33333, 34666, 36000, 37333, 38666, 40000, 41333, 42666, 44000, 45333, 46666, 48000 4800, 7200, 9600, 12000, 14400, 16800, 19200, 21600, 24000, 26400, 28800, 31200, 33600 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 3 Additional Link Rates Fax Link Rates DTE Rates 300, 1200/75 (V.23), 1200, 2400 2400, 4800, 7200, 9600, 12000, 14400 300, 1200, 2400, 9600, 19200, 38400, 57600, 115200 4 CHAPTER 1: 56K FAXMODEM PRODUCT FEATURES 2 Making a Speakerphone Call with a Telephone INTERNAL AND EXTERNAL MODEMS WITH SPEAKERPHONE External Modems with Speakerphone 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. Internal Modems with Speakerphone See your modem's communications software manual for instructions. 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 External Modems with Speakerphone When you hear your phone ring, press the SPEAKER button. 6 CHAPTER 2: INTERNAL AN D EXTERNAL MODEMS WITH SPEAKERPHONE If you do not hear your phone ring, you may not have the telephone's cord plugged into the modem's 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. Internal Modems with Speakerphone See your modem's communications software manual for instructions. Speaking Privately to a Caller If you want to talk privately to a caller, you can use a phone handset instead of the speaker by lifting the handset. To use the speaker again, press the SPEAKER button and then hang up the handset. Adjusting Speaker Volume Muting a Call Press the up and down volume buttons on top of the modem (marked VOLUME). External Modems with Speakerphone 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.) Internal Modems with Speakerphone Refer to your communications software manual for specific speakerphone instructions. 3 UNINSTALLING A U.S. ROBOTICS® MODEM NOTE: These instructions only apply to current U.S. Robotics modems. If the modem you'll be uninstalling was made by another manufacturer, refer to that modem's documentation for instructions. This chapter covers the uninstallation of: s s s s A U.S. Robotics Winmodem® modem. A U.S. Robotics Internal Faxmodem. A U.S. Robotics External Faxmodem. A U.S. Robotics Macintosh Faxmodem. Uninstalling a Winmodem modem (Model Numbers 3CP5699A, 3CPxx5699A, 3CPxx2884A, 3CP5695, and 3CPxx5695) 1 Click Start, point to Settings and then click Control Panel. 2 Double-click the Add/Remove Programs icon. 3 Scroll down, select your modem and click Add/Remove. 4 A reminder that your U.S. Robotics modem will be permanently removed from your system appears. Click Remove to proceed. 5 Click OK to confirm that the modem has been removed from your system. 6 Next, verify that you completely uninstalled the Winmodem software. Click Start, point to Settings and select Control Panel. 7 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. 8 CHAPTER 3: UNINSTALLING A U.S. ROBOTICS ® MODEM 8 Shut down Windows and turn off your computer. 9 Remove the phone cords from the modem's TELCO and PHONE jacks. If the modem is a voice modem, remove any microphones or powered speakers attached to the modem. CAUTION: To avoid the risk of electric shock, make sure your computer and all peripheral devices are turned off and unplugged. 10 Remove the computer's cover. (If you do not know how to do this, refer to your computer's documentation.) 11 Find the modem inside the computer. (It will be the green board with TELCO and PHONE stamped on its metal bracket.) 12 Remove the screw that attaches the modem's metal bracket to the computer. 13 Remove the modem from its slot. 14 Replace the computer's cover. Your modem has now been completely uninstalled. 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. 2 Double-click the Modems icon. 3 Click to highlight the name of the modem you wish to remove. 4 Click the Remove button. 5 Shut down Windows and turn off your computer. 6 Remove the phone cords from the modem's TELCO and PHONE jacks. If the modem is a voice modem, remove any microphones or powered speakers attached to the modem. CAUTION: To avoid the risk of electric shock, make sure your computer and all peripheral devices are turned off and unplugged. 7 Remove the computer's cover. (If you do not know how to do this, refer to your computer's documentation.) 8 Find the modem inside the computer. (It will be the green board with TELCO and PHONE stamped on its metal bracket.) Uninstalling an External Faxmodem 9 9 Remove the screw that attaches the modem's metal bracket to the computer. 10 Remove the modem from its slot. 11 Replace the computer's cover. Your modem has now been completely uninstalled. Uninstalling an External Faxmodem 1. First remove the modem from the Windows operating system. From the 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. Remove the phone cords from the modem's TELCO and PHONE jacks. 8. Shut down Windows and turn off your computer. CAUTION: To avoid the risk of electric shock, make sure your computer and all peripheral devices are turned off and unplugged. 9. If your modem uses a power adapter, unplug it from the outlet or power strip. 10. Unplug the modem's serial or USB cable from the computer. Uninstalling a Macintosh Faxmodem 1 Unplug the power supply from the electrical outlet. 2 Unplug the modem's cable from the back of the Macintosh computer. 3 Remove the phone cords from the modem's TELCO and PHONE jacks. 10 CHAPTER 3: UNINSTALLING A U.S. ROBOTICS ® MODEM 4 TROUBLESHOOTING AND HELP RESOURCES This chapter covers: s s s s s s s s s External Serial Modems External USB Modems Macintosh Modems Internal Winmodem® modems Internal ISA Modems Internal PCI Modems Help Resources Are You Still Having Problems? If You Need to Return the Modem to U.S. Robotics for Repair External Serial Modems Basic Troubleshooting Steps 1. Is your modem turned on? When your modem is properly connected to power and is turned on, the CS light on the front panel will be on. 2. Is your power supply connected properly to both your modem and an electrical outlet? If it is, check the outlet with another electric device (like a lamp) to be sure that you are getting power. Also, use the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. 3. Are you using the proper cable to connect your modem to your computer? Make sure you are using an RS-232 modem cable. Check the packaging of the cable you bought. There are many computer cables that look similar to an RS-232, such as a Null Modem cable, that will not work 12 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES with this modem. Depending on whether you have a 9-pin or 25-pin serial port on your computer, you will need either a DB9/DB25 or a DB25/DB25 serial cable. See the diagrams below. You need a DB9F/DB25M RS-232 serial cable. You need a DB25F/DB25M RS-232 serial cable. 4. If there are DIP switches on the back of your modem, are they set correctly? DIP switches 3, 5, and 8 should be in the down position. See the diagram below for the correct settings. 5. Is your phone cord properly connected? The phone cord should be plugged into the jack labelled on the modem and into the wall phone jack. Use the phone cord included in your modem's box if possible My computer isn't recognizing my modem. Possible solution: You may be using a COM port that is either already in use or not configured correctly. To work properly, this modem needs to be plugged into an enabled serial port which is assigned to a free COM port. Typically, most computers have two serial ports assigned to COM 1 & 2 respectively. Windows 2000 Make sure your COM port is not already in use by another modem. Click Windows Start, Settings, and Control Panel, and then double-click Phone and Modem Options. Click the Modems External Serial Modems 13 tab. Look for another modem already in the machine. If there is another modem listed, check which COM port it is using. If a previous modem is already using the available COM port, you can either use another COM port or uninstall the previously installed modem. See your previous modem's manual for uninstallation instructions. Next make sure that your COM Ports are configured correctly. Right-click the My Computer icon on your desktop. Click Properties. Click the Hardware tab. In the "Device Manager" section, click the Device Manager button. Look under Ports (COM & LPT). If the COM Ports have yellow exclamation points or red Xs over them, your COM ports may be configured incorrectly. If this is the case, you may need to contact your computer manufacturer. It is also possible that you may be plugging an external modem's cable into a disabled serial port. Refer to your computer's manual for information about enabling COM ports. This usually involves altering the BIOS settings and possibly the operating system. You may need to call your computer's manufacturer to change your BIOS settings if they are incorrect. Windows 95/98 Make sure your COM port is not already in use by another modem. Click Windows Start, Settings, and Control Panel, and then double-click Modems. Look for another modem already in the machine. If there is another modem installed, click the Diagnostics tab to find out which COM port it is using. If a previous modem is already using the available COM port, you can either use another COM port or uninstall the previously installed modem. See your previous modem's manual for uninstallation instructions. Next, make sure that your COM Ports are configured correctly. Right-click the My Computer icon on your desktop. Click Properties. Click the Device Manager tab. Look under Ports (COM & LPT). If the COM Ports have yellow explanation points or red Xs over them, your COM ports may be configured incorrectly. If this is the case, you may need to contact your computer manufacturer. It is also possible that you may be plugging an external modem's cable into a disabled serial port. Refer to your computer's manual for information about enabling COM ports. This usually involves altering the BIOS settings and possibly the operating system. You may need to call your computer's manufacturer to change your BIOS settings if they are incorrect. 14 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES Windows NT Click Windows Start, Settings, and then Control Panel. Double-click Ports. Make sure the port you are plugging the modem into appears in the list. If it does not, the port needs to be added, and possibly enabled in the BIOS. Consult your Windows NT manual for information about adding ports. After you add or enable the port, follow the instructions on the front of the Installation Guide that came with your modem to install your modem. My software isn't recognizing my modem. Possible solution: Your communications software may not function properly if you have more than one version of the software installed, you are using an older version, or you have more than one communications software installed on your system. We highly recommend using the communications software provided with your modem on the Installation CD-ROM. Possible solution: Make sure the modem is plugged in and turned on. If it is, check the outlet with another electric device (like a lamp) to be sure that you are getting power. Also, you must use the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. When your modem is properly connected to power and is turned on, the CS light on the front panel will be on. Possible solution: Your software's port settings may be incorrect. Make sure the software's port settings match those for your modem. This information is on the Installation Guide that came with your modem. There should be a place in the Setup section of your software for this. Possible solution: Windows 2000 You may not have the correct modem type selected in your software or in Windows. Click on Windows Start, Settings, and Control Panel. When Control Panel opens, click Phone and Modem Options. Click the Modems tab. Here you will see a list of installed modems. You can also add, remove, or view the properties of modems from this window. The U.S. Robotics modem you have installed should be present in the list of installed modems. If none of the modem descriptions in the list matches your U.S. Robotics modem or no modems are listed, External Serial Modems 15 your modem is not properly installed. Try reinstalling your modem using the instructions on the Installation Guide. Windows 95/98/NT You may not have the correct modem type selected in your software or in Windows. Click on Windows Start, Settings, and Control Panel. When Control Panel opens, click Modems. Here you will see a list of installed modems. You can also add, remove, or view the properties of modems from this window. The U.S. Robotics modem you have installed should be present in the list of installed modems. If none of the modem descriptions in the list matches your U.S. Robotics modem or no modems are listed, your modem is not properly installed. Try reinstalling your modem using the instructions on the Installation Guide. Possible solution: Windows 2000 If you are using Dial-Up Networking, it may not be configured correctly. Check your configuration and make sure you have the correct port selected. Click Start, point to Settings and click Network and Dial-up Connections. Make sure that the description in the "Connect Using" box (under the General tab) matches the description of the modem you are using. If it doesn't match, select the proper modem description. Windows 95/98/NT If you are using Dial-Up Networking, it may not be installed or configured correctly. Check your configuration and make sure you have the correct port selected. Double-click My Computer, double-click Dial-Up Networking, right click on the connection you are trying to use, and select Properties . Make sure that the description in the modem box matches the description of the modem you are using. If it doesn't match, select the proper modem description. My modem won't dial out or doesn't answer incoming calls. For both dialing and answering problems: Possible solution: Make sure that you are using the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. Possible solution: 16 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES You might have a bad phone cord connection to your modem, or your phone cord may be plugged into the wrong jack. The phone cord should be plugged into the jack labelled on the modem and into the wall phone jack. Use the phone cord included in your modem's box if possible. Possible solution: 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. Office Users Possible solution: You may have plugged your modem's phone cord into a digital line, which can damage your modem. Contact your phone system administrator if you are unsure whether or not your phone line is digital. If your phone system requires dialing "9" to access an outside line, be sure to add "9" before the number you are dialing. Dialing Problems for Voice Mail Users Possible solution: If you have voice mail provided by your local phone company, your dial tone may be altered when messages are waiting. Retrieve your voice mail to restore your normal dial tone. Possible solution: You may have a poor connection. All calls are routed differently, so try placing the call again. Possible solution: If you have DIP switches on the back of your modem, make sure they are set correctly. DIP switches 3, 5, and 8 should be in the down position. See the following diagram for the correct settings. My modem sounds like it's trying to connect to another modem but fails. External Serial Modems 17 My modem isn't achieving a 56K Internet connection. Possible solution: Our research has shown that the vast majority of telephone lines in North America can and do support V.90/V.92 connections. The V.90/V.92 protocol allows for connection speeds of up to 56K, but line conditions may affect the actual speeds during a given connection. Due to unusual telephone line configurations, some users will not be able to take full advantage of V.90/V.92 technology at this time. In order to achieve a V.90/V.92 connection: 1. The server you're dialing into must support and provide a digital V.90/V.92 signal. Your ISP can provide you with a list of dial-up connections and information on what those connections currently support. 2. The telephone line between your ISP and your modem must be capable of supporting a 56K connection and contain only one analog-to-digital conversion. The 56K signal from your ISP begins as a digital signal. Somewhere between the ISP and your modem, there will be a digital-to-analog signal conversion so that your modem can receive the data. There must be no more than one analog-to-digital signal conversion in the path from your ISP to your modem. If more than one analog-to-digital conversion occurs, your connect speeds will default to V.34 (33.6 Kbps). There may also be impairments on the local lines between your ISP and your modem. These impairments can prevent or limit connection speeds. All telephone calls are routed differently, so you should try making your 56K connection several times. One way to test this is to dial into a long distance location. Long distance lines are often much clearer than local lines. It is important to note that telephone companies are constantly upgrading their systems. Lines that do not support 56K today may support 56K in the near future. 3. For a V.90 connection, your modem must be connecting to a V.90/56K server. A pair of 56K modems will not connect to each other at V.90/56K speeds. 18 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES 4. For a V.92 connection, your modem must be connecting to a V.92 server. A pair of 56K modems will not connect to each other at V.92/56K speeds. Note: Current IC/FCC regulations limiting power may limit maximum download speeds to 53,333 bps. External USB Modems Basic Troubleshooting Steps 1. Is your modem turned on? When your modem is properly connected to power and is turned on, the Power light on the front panel will be on. 2. Is your power supply connected properly to both your modem and an electrical outlet? If it is, check the outlet with another electric device (like a lamp) to be sure that you are getting power. Also, use the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. 3. Are you using the proper cable to connect your modem to your computer? If you are using your modem as a USB device, you will to need to purchase a USB A to B cable. If you are using your modem as a serial device, you will need to purchase an RS-232 serial/modem cable. Check the packaging of the cable you bought. There are many computer cables that look similar to an RS-232, such as a Null Modem cable, that will not work correctly with this modem. Depending on whether you have a 9-pin or 25-pin serial port on your computer, you will need either a DB9/DB25 or a DB25/DB25 serial cable. If you are using your modem as a USB device, you need a USB A to B cable. See the following diagrams. You need a DB9F/DB25M RS-232 serial cable. External USB Modems 19 You need a DB25F/DB25M RS-232 serial cable. USB A to B cable NOTE: You should NOT attempt to connect or use your modem with both the USB and serial cable connected at the same time. Your modem may fail to respond. If this occurs, you must power down your computer, disconnect the cable you are not using, and restart your system. 4. Is your phone cord properly connected? The phone cord should be plugged into the jack labelled on the modem and into the wall phone jack. Use the phone cord included in your modem's box if possible. My computer isn't recognizing my modem. Possible solution: Make sure the modem is plugged in and turned on. If it is, check the outlet with another electric device (like a lamp) to be sure that you are getting power. Also, you must use the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. When your modem is properly connected to power and is turned on, the Power light on the front panel will be on. Possible solution: Make sure you are using the proper cable. If you are using your modem as a USB device, you will to need to purchase a USB A to B cable. If you are using your modem as a serial device, you will need to purchase an RS-232 serial/modem cable. Check the packaging of the cable you bought. There are many computer cables that look similar to an RS-232, 20 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES such as a Null Modem cable, that will not work correctly with this modem. If You Are Using This Modem as a USB Device Possible solution: Your USB port may not be enabled. To ensure USB is enabled on your system, click Windows Start. Then click Settings and then Control Panel. Click the System icon. Next click the Device Manager tab. If your USB is enabled, there will be a USB icon and the words "Universal serial bus controller" under the Computer icon. See the following picture for an example of how the USB icon appears in Device Manager. If USB is not enabled, you will need to enable USB in the system's BIOS. For instructions, check with your computer manufacturer's technical support. Once your USB port has been enabled in your system's BIOS, Windows will automatically detect and install USB support when it restarts. External USB Modems 21 Possible solution: If the modem has worked previously and you removed the USB cable from the computer and then reattached it, try another USB port. It may have been set up originally on the other USB port. You should notice some minimal activity from your computer such as hard disk activity or an hour glass icon for a few seconds when you insert or remove a USB cable from the computer or the USB device. If you do not see anything, your system may not be properly communicating with the USB ports. If You Are Using This Modem as a Serial Device Possible solution: You may be using a COM port that is either already in use or not configured correctly. To work properly, this modem needs to be plugged into an enabled serial port which is assigned to a free COM port. Windows 2000 Make sure your COM port is not already in use by another modem. Click Windows Start, Settings, and Control Panel, and then double-click Phone and Modem Options. Click the Modems tab. Look for another modem already in the machine. If there is another modem listed, check which COM port it is using. If this modem is already using the available COM port, you can either use another COM port or uninstall the modem. See the modem's manual for uninstallation instructions. Right-click the My Computer icon on your desktop. Click Properties. Click Hardware. In the Device Manager section, click Device Manager. Look under Ports (COM & LPT). If the COM Ports have yellow exclamation points or red Xs over them, your COM ports may be configured incorrectly or are disabled. If this is the case, you may need to contact your computer manufacturer. Windows 95/98 Make sure your COM port is not already in use by another device. Click Windows Start, Settings, and Control Panel, and then double-click Modems. Look for another modem already in the machine. If there is another modem installed, click the Diagnostics tab to find out which COM port it is using. If this modem is already using the available COM port, you can either use another COM port or uninstall the modem. See the modem's manual for uninstallation instructions. Right-click the My Computer icon on your desktop. Click Properties. Click the Device Manager tab. Look under Ports (COM & LPT). If the 22 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES COM Ports have yellow exclamation points or red Xs over them, your COM ports may be configured incorrectly or are disabled. If this is the case, you may need to contact your computer manufacturer. Windows NT Click Windows Start, Settings, and then Control Panel. Double-click Ports. Make sure the port you are plugging the modem into appears in the list. If it does not, the port needs to be added and possibly enabled in the BIOS. Consult your Windows NT manual for information about adding ports. My software isn't recognizing my modem. Possible solution: Your communications software may not function properly if you have more than one version of the software installed, you are using an older version, or you have more than one communications software installed on your system. We highly recommend using the communications software provided with your modem on the Installation CD-ROM. Possible solution: Make sure the modem is plugged in and turned on and that you are using the power supply that came with it. When your modem is properly connected to power and is turned on, the Power light on the front panel will be on. Possible solution: Your software's port settings may be incorrect. Make sure the software's port settings match those for your modem. This information is located on the Installation Guide that came with your modem. There should be a place in the Setup section of your software for port settings. Possible solution: Windows 2000 You may not have the correct modem type selected in your software or in Windows. Click on Windows Start, Settings, and Control Panel. When Control Panel opens, click Phone and Modem Options. Click the Modems tab. Here you will see a list of installed modems. You can also add, remove, or view the properties of modems from this window. The U.S. Robotics modem you have installed should be present in the list of installed modems. If none of the modem descriptions in the list matches your U.S. Robotics modem or no modems are listed, External USB Modems 23 your modem is not properly installed. Try reinstalling your modem using the instructions on the Installation Guide. Windows 95/98/NT You may not have the correct modem type selected in your software or in Windows. Click on Windows Start, Settings, and Control Panel. When Control Panel opens, click Modems. Here you will see a list of installed modems. You can also add, remove, or view the properties of modems from this window. The U.S. Robotics modem you have installed should be present in the list of installed modems. If none of the modem descriptions in the list matches your U.S. Robotics modem or no modems are listed, your modem is not properly installed. Try reinstalling your modem using the instructions on the Installation Guide. My modem won't dial out or doesn't answer incoming calls. Possible solution: Windows 2000 If you are using Dial-Up Networking, it may not be configured correctly. Check your configuration and make sure you have the correct port selected. Click Start, point to Settings and click Network and Dial-up Connections. Make sure that the description in the "Connect Using" box (under the General tab) matches the description of the modem you are using. If it doesn't match, select the proper modem description. Windows 95/98/NT If you are using Dial-Up Networking, it may not be installed or configured correctly. Check your configuration and make sure you have the correct port selected. Double-click My Computer, double-click Dial-Up Networking, right-click the connection you are trying to use, and select Properties . Make sure that the description in the modem box matches the description of the modem you are using. If it doesn't match, select the proper modem description. For Both Dialing and Answering Problems Possible solution: Make sure that you are using the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. Possible solution: You might have a bad phone cord connection to your modem, or your phone cord may be plugged into the wrong jack. The phone cord should 24 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES be plugged into the jack labelled on the modem and into the wall phone jack. Use the phone cord included in your modem's box if possible. Possible solution: 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. Office Users Possible solution: You may have plugged your modem's phone cord into a digital line, which can damage your modem. Contact your phone system administrator if you are unsure whether or not your phone line is digital. If your phone system requires dialing "9" to access an outside line, be sure to add "9" before the number you are dialing. Dialing Problems for Voice Mail Users Possible solution: If you have voice mail provided by your local phone company, your dial tone may be altered when messages are waiting. Retrieve your voice mail to restore your normal dial tone. Possible solution: You may have a poor connection. All calls are routed differently, so try placing the call again. Possible solution: Note: U.S. Robotics 56K modems are capable of receiving downloads at up to 56 Kbps and sending at 31.2 Kbps. Actual download speeds you experience may be lower due to varying line conditions. Maximum download speeds in U.S. and Canada are limited to 53K, due to regulatory limits on power output. Our research has shown that the vast majority of telephone lines in North America can and do support 56K installation. The V.90 protocol allows for connection speeds of up to 56K, but line conditions may affect the actual speeds during a given connection. Due to unusual telephone line My modem sounds like it's trying to connect to another modem but fails. My modem isn't achieving a 56K Internet connection. Macintosh Modems 25 configurations, some users will not be able to take full advantage of V.90 technology at this time. In order to achieve a V.90 connection, the following must occur: 1 The server you're dialing in to must support and provide a digital V.90 signal. Your ISP can provide you with a list of dial-up connections and information on what those connections currently support. 2 The telephone line between your ISP and your modem must be capable of supporting a 56K connection and contain only one analog-to-digital conversion. The 56K signal from your ISP begins as a digital signal. Somewhere between the ISP and your modem, there will be a analog-to-digital signal conversion so that your modem can receive the data. There must be no more than one analog-to-digital signal conversion in the path from your ISP to your modem. If more than one analog-to-digital conversion occurs, your connect speeds will default to V.34 (33.6). There may also be impairments on the local lines between your ISP and your modem. These impairments can prevent or limit V.90 connection speeds. All telephone calls are routed differently, so you should try making your 56K connection several times. One way to test this is to dial into a long distance location. Long distance lines are often much clearer than local lines. It is important to note that telephone companies are constantly upgrading their systems. Lines that do not support 56K today may support 56K in the near future. 3 Your modem must be connecting to a V.90/56K server. A pair of 56K modems will not connect to each other at V.90/56K speeds. Macintosh Modems Basic Troubleshooting Steps 1. Is your modem turned on? When your modem is properly connected to power and is turned on, the TR and CS lights on the front panel will be on. 2. Is your power supply connected properly to both your modem and an electrical outlet? You must use the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. When your modem is properly connected to power and is turned on, the TR and CS lights on the front 26 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES panel will be on. If they are not, check your outlet with another electrical device to be sure you are getting power. 3. If there are DIP switches on the back of your modem, are they set correctly? DIP switches 1, 3, 5, and 8 should be in the down position. See the following diagram for the correct settings. 4. Is your phone cord properly connected? The phone cord should be plugged into the jack labelled on the modem and into the wall phone jack. Use the phone cord included in your modem's box if possible. 5. Make sure you are using the proper cable and that it is connected to the proper port on the back of your Macintosh computer. This modem requires a hardware handshaking cable, which is packaged with your modem. Make sure it is connected to the modem port on the back of your computer and not the printer port. My computer isn't recognizing my modem. Possible solution: Make sure the modem is plugged in and turned on. Also, you must use the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. When your modem is properly connected to power and is turned on, the TR and CS lights on the front panel will be on. If they are not, check your outlet with another electrical device to be sure you are getting power. Possible solution: Make sure you are using the proper cable and that it is connected to the proper port on the back of your Macintosh computer. This modem requires a hardware handshaking cable, which is packaged with your Macintosh Modems 27 modem. Make sure it is connected to the modem port on the back of your computer and not the printer port. My software isn't recognizing my modem. Possible solution: Your communications software may not function properly if you have more than one version of the software installed, you are using an older version, or you have more than one communications software installed on your system. We highly recommend using the communications software provided with your modem on the Installation CD-ROM. Possible solution: Make sure the modem is plugged in and turned on. Also, you must use the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. When your modem is properly connected to power and is turned on, the TR and CS lights on the front panel will be on. If they are not, check your outlet with another electrical device to be sure you are getting power. Possible solution: Verify that your communications software is set to use the Modem port. If this is not the case, either change the setting in your software or physically change your modem's connection to your Macintosh computer. Refer to your software manual for information about changing modem settings. My modem won't dial out or doesn't answer incoming calls. For both dialing and answering problems: Possible solution: Make sure that you are using the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. Possible solution: You might have a bad phone cord connection to your modem, or your phone cord may be plugged into the wrong jack. The phone cord should be plugged into the jack labelled on the modem and into the wall 28 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES phone jack. Use the phone cord included in your modem's box if possible. Possible solution: 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. Office Users Possible solution: You may have plugged your modem's phone cord into a digital line, which can damage your modem. Contact your phone system administrator if you are unsure whether or not your phone line is digital. If your phone system requires dialing "9" to access an outside line, be sure to add "9" before the number you are dialing. Dialing Problems for Voice Mail Users Possible solution: If you have voice mail provided by your local phone company, your dial tone may be altered when messages are waiting. Retrieve your voice mail to restore your normal dial tone. Possible solution: You may have a poor connection. All calls are routed differently, so try placing the call again. Possible solution: Make sure the DIP switches on the back of your modem are set correctly. DIP switches 1, 3, 5, and 8 should be in the down position. See the following diagram for the correct settings. My modem sounds like it's trying to connect to another modem but fails. Macintosh Modems 29 My modem isn't achieving a 56K Internet connection. Possible solution: Note: U.S. Robotics 56K modems are capable of receiving downloads at up to 56 Kbps and sending at 31.2 Kbps. Actual download speeds you experience may be lower due to varying line conditions. Maximum download speeds in U.S. and Canada are limited to 53K, due to regulatory limits on power output. Our research has shown that the vast majority of telephone lines in North America can and do support 56K installation. The V.90 protocol allows for connection speeds of up to 56K, but line conditions may affect the actual speeds during a given connection. Due to unusual telephone line configurations, some users will not be able to take full advantage of V.90 technology at this time. In order to achieve a V.90 connection, the following must occur: 1. The server you're dialing in to must support and provide a digital V.90 signal. Your ISP can provide you with a list of dial-up connections and information on what those connections currently support. 2. The telephone line between your ISP and your modem must be capable of supporting a 56K connection and contain only one analog-to-digital conversion. The 56K signal from your ISP begins as a digital signal. Somewhere between the ISP and your modem, there will be a analog-to-digital signal conversion so that your modem can receive the data. There must be no more than one analog-to-digital signal conversion in the path from your ISP to your modem. If more than one analog-to-digital conversion occurs, your connect speeds will default to V.34 (33.6). There may also be impairments on the local lines between your ISP and your modem. These impairments can prevent or limit V.90 connection speeds. All telephone calls are routed differently, so you should try making your 56K connection several times. One way to test this is to dial into a long distance location. Long distance lines are often much clearer than local lines. It is important to note that telephone companies are constantly upgrading their systems. Lines that do not support 56K today may support 56K in the near future. 3. Your modem must be connecting to a V.90/56K server. A pair of 56K modems will not connect to each other at V.90/56K speeds. 30 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES Internal U.S. Robotics Winmodem® Modems Basic Troubleshooting Steps (Model Numbers 3CP5699A, 3CPxx5699A, 3CP5695, 3CPxx5695, and 3CPxx2884A) 1. Make sure that your phone cord is properly connected. Remove the phone cord from the modem and wall jacks. Reinsert the cord securely in the wall jack and the modem's jack labelled . Use the phone cord included with your modem, if possible. 2. Make sure that your modem is physically installed correctly in your computer. With your computer off, remove the modem and reinstall it in another PCI slot if possible. When the modem is installed correctly, you will no longer see any part of the connector edge, which may be gold or black. See the Installation Guide that came with your modem for instructions more specific to your modem. 3. Make sure you are running a version of Windows that is supported by this product. Check your modem's original box to find out which operating systems are supported. My computer isn't recognizing my modem. Possible solution: Make sure that your modem is installed correctly in your computer. The modem will fit snugly, and you may need to rock it back and forth firmly to properly seat it in its slot. When the modem is installed correctly, you will no longer see any part of the gold or black connector edge. Possible solution: Windows 2000 Make sure your COM port is not already in use by another modem. Click Windows Start, Settings, and Control Panel, and then double-click Phone and Modem Options. Click the Modems tab. Look for another modem already in the machine. If there is another modem listed, check which COM port it is using. If a previous modem is already using the available COM port, you can either use another COM port or uninstall the previously installed modem. See your previous modem's manual for uninstallation instructions. Make sure that your COM Ports are configured correctly. Right-click the My Computer icon on your desktop. Click Properties. Click the Hardware tab. In the "Device Manager section", click the Device Manager button. Look under Ports (COM & LPT). If the COM Ports have Internal U.S. Robotics Winmodem® Modems 31 yellow exclamation points or red Xs over them, your COM ports may be configured incorrectly. If this is the case, you may need to contact your computer manufacturer. Possible solution: Windows 95 or 98 Your modem will locate a free IRQ to install itself. For a proper installation, one of these IRQs will have to be free before you install your modem. First uninstall your modem, but do not physically remove it from your computer. Uninstallation directions vary; check the "Uninstalling a U.S. Robotics Modem" chapter in this manual for the proper method. Then, to free an IRQ for your modem, open Device Manager. Click Windows Start, select Settings, and click Control Panel. Click the System icon, then click the Device Manager tab. In the list of system devices where you found your modem, double-click the Computer icon. The "Computer Properties" screen will appear. When it does, click the View Resources tab, then click Interrupt request (IRQ) to make sure that it is selected. On the left side of the "Computer Properties" screen is a list of the system IRQs, numbered 0 through 15. On the right side are the devices that are using these IRQs. Any IRQ numbers not listed on the left side are not being used. Take note of an available IRQ that your modem can use. If a usable, free IRQ does not exist, you may need to remove, disable, or relocate another device. Refer to that device's documentation for more information about removing, disabling, or relocating it. Windows NT Make sure you follow the instructions on the Installation Guide and any addenda included with your modem. The installation of this modem in Windows NT is very specific, and it is possibly different from other installations you have experienced. The steps need to be followed exactly for a successful installation. My software isn't recognizing my modem. Possible solution: Your communications software may not function properly if you have more than one version of the software installed, you are using an older version, or you have more than one communications software installed on your system. We highly recommend using the communications 32 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES software provided with your modem either on the Installation CD-ROM or the ConnectionsTM CD-ROM. Possible solution: Check in your software manual or with the software manufacturer to make sure that your software is completely Windows-based. The Winmodem modem does not work with DOS components of any software. Possible solution: Your software's port settings may be incorrect. There should be a place in the Setup section of your software that addresses port settings. Make sure the software's port settings match those for your modem. See the instructions on the Installation Guide that came with your modem to determine your modem's port settings. Check your communication software's documentation for instructions on adjusting the port settings in your software. Possible solution: Windows 2000 You may not have the correct modem type selected in your software or in Windows. Click on Windows Start, Settings, and Control Panel. When Control Panel opens, click Phone and Modem Options. Click the Modems tab. Here you will see a list of installed modems. You can also add, remove, or view the properties of modems from this window. The U.S. Robotics modem you have installed should be present in the list of installed modems. If none of the modem descriptions in the list matches your U.S. Robotics modem or no modems are listed, your modem is not properly installed. Try reinstalling your modem using the instructions on the Installation Guide. Windows 95/98/NT You may not have the correct modem type selected in your software or in Windows. Click Windows Start, Settings, and Control Panel. When Control Panel opens, click Modems. Here you will see a list of installed modems. You can also add, remove, or view the properties of modems from this window. The U.S. Robotics modem you have installed should be present in the list of installed modems. If none of the modem descriptions in the list match your U.S. Robotics modem or no modems are listed, your modem is not properly installed. Try reinstalling your modem using the instructions on the Installation Guide. Internal U.S. Robotics Winmodem® Modems 33 My modem won't dial out or doesn't answer incoming calls. For both Dialing and Answering Problems Possible solution: You may have a bad phone cord connection to your modem, or your phone cord may be plugged into the wrong jack. The phone cord should be plugged into the jack labelled on the modem and into the wall phone jack. Use the phone cord included in your modem's box if possible. Possible solution: 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. Office Users Possible solution: You may have plugged your modem's phone cord into a digital line, which can damage your modem. Contact your phone system administrator if you are unsure whether or not your phone line is digital. If your phone system requires dialing "9" to access an outside line, be sure to add "9" before the number you are dialing. Voice Mail Users Possible solution: If you have voice mail provided by your local phone company, your dial tone may be altered when messages are waiting. Retrieve your voice mail to restore your normal dial tone. My modem sounds like it's trying to connect to another modem but fails. My modem isn't achieving a 56K Internet connection. Possible solution: You may have a poor connection. All calls are routed differently, so try placing the call again. Possible solution: Note: U.S. Robotics 56K modems are capable of receiving downloads at up to 56 Kbps and sending at 31.2 Kbps. Actual download speeds you experience may be lower due to varying line conditions. Maximum download speeds in U.S. and Canada are limited to 53K, due to regulatory limits on power output. 34 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES Our research has shown that the vast majority of telephone lines in North America can and do support 56K Installation. The V.90 protocol allows for connection speeds of up to 56K, but line conditions may affect the actual speeds during a given connection. Due to unusual telephone line configurations, some users will not be able to take full advantage of V.90 technology at this time. In order to achieve a V.90 connection, the following must occur: 1. The server you're dialing in to must support and provide a digital V.90 signal. Your ISP can provide you with a list of dial-up connections and information on what those connections currently support. 2. The telephone line between your ISP and your modem must be capable of supporting a 56K connection and contain only one analog-to-digital conversion. The 56K signal from your ISP begins as a digital signal. Somewhere between the ISP and your modem, there will be a analog-to-digital signal conversion so that your modem can receive the data. There must be no more than one analog-to-digital signal conversion in the path from your ISP to your modem. If more than one analog-to-digital conversion occurs, your connect speeds will default to V.34 (33.6). There may also be impairments on the local lines between your ISP and your modem. These impairments can prevent or limit V.90 connection speeds. All telephone calls are routed differently, so you should try making your 56K connection several times. One way to test this is to dial into a long distance location. Long distance lines are often much clearer than local lines. It is important to note that telephone companies are constantly upgrading their systems. Lines that do not support 56K today may support 56K in the near future. 3. Your modem must be connecting to a V.90/56K server. A pair of 56K modems will not connect to each other at V.90/56K speeds. Internal ISA Modems Basic Troubleshooting Steps 1. Make sure that your phone cord is properly connected. Remove the phone cord from the modem and wall jacks. Reinsert the cord securely in the wall jack and the modem's jack labelled . Use the phone cord included with your modem, if possible. Internal ISA Modems 35 2. Make sure that your modem is physically installed correctly in your computer. With your computer off, remove the modem and reinstall it in another slot if possible. When the modem is installed correctly, you will no longer see any part of the connector edge, which may be gold or black. See the Installation Guide that came with your modem for instructions more specific to your modem. My computer isn't recognizing my modem. Possible solution: You may be using an IRQ that is already in use. To work properly, your modem needs to be assigned to a free IRQ. Windows 2000 If you set your modem's jumpers to Plug-and-Play mode, Windows should locate a free IRQ, if one exists, for your modem to use. If Plug-and-Play fails to install the modem, you need to determine IRQ availability. Right-click the My Computer icon on your desktop. Click Properties, and then the Hardware tab. In the Device Manager section, click Device Manager. From the View menu, select Resources by type. Click Interrupt Request (IRQ). You will now see a listing of your system's IRQs and the devices to which they are assigned. If an IRQ is not present in this list, it indicates that Windows is not currently using it and the IRQ is considered available. Locate your modem in the list of devices. If a yellow exclamation point appears over the modem's description, your modem is in conflict with another device. Either your modem or the other device will have to be reinstalled to another IRQ in order to resolve your conflict. If a usable, free IRQ does not exist, you may need to remove, disable, or relocate another device. Refer to that device's documentation for more information about removing, disabling, or relocating it. If Windows still fails to recognize your modem and it does not have a yellow exclamation point next to its IRQ, or if your modem doesn't appear in the list, another problem exists, and you may need to call U.S. Robotics Technical Support. Windows 95/98 If you set your modem's jumpers to Plug-and-Play mode, Windows should locate a free IRQ, if one exists, for your use by your modem. See the "Windows NT Users" section that follows for more 36 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES information, as the installation using jumper shunts is similar for Windows NT, 95, and 98. If Plug-and-Play fails to install the modem, you need to determine IRQ availability. Right-click the My Computer icon on your desktop. Click Properties, and then the Device Manager tab. Double-click the Computer icon at the top of the device list. You will now see a listing of your system's IRQs and the devices to which they are assigned. If an IRQ is not present in this list, it indicates that Windows is not currently using it and the IRQ is considered available. Locate your modem in the list of devices. If a yellow exclamation point appears over the modem's description, your modem is in conflict with another device. Either your modem or the other device will have to be reinstalled to another IRQ in order to resolve your conflict. If a usable, free IRQ does not exist, you may need to remove, disable, or relocate another device. Refer to that device's documentation for more information about removing, disabling, or relocating it. If Windows still fails to recognize your modem and it does not have a yellow exclamation point next to its IRQ, or if your modem doesn't appear in the list, another problem exists, and you may need to call U.S. Robotics Technical Support. Windows NT Turn off your computer and physically remove the modem. Restart your computer, and check for an available IRQ by clicking Windows Start, Programs, Administrative Tools , and Windows NT Diagnostics. Click the Resources tab and select IRQ. Take note of an available IRQ that your modem can use. Your modem should be jumpered to one of these IRQs. If there are no IRQs available, you may have to remove, disable, or relocate another device in order to free an IRQ for use by your modem. Refer to that device's documentation for more information about removing, disabling, or relocating it. Possible solution: You may be using a COM port address that is either already in use or not configured correctly. To work properly, this modem needs to be assigned to a free COM port. Windows 2000 Make sure your COM port is not already in use by another modem. Click Windows Start, Settings, and Control Panel, Internal ISA Modems 37 and then double-click Phone and Modem Options. Click the Modems tab. Look for another modem already in the machine. If there is another modem listed, check which COM port it is using. If a previous modem is already using the available COM port, you can either use another COM port or uninstall the previously installed modem. See your previous modem's manual for uninstallation instructions. Next, make sure that your COM Ports are configured correctly. Right-click the My Computer icon on your desktop. Click Properties. Click the Hardware tab. In the "Device Manager section", click the Device Manager button. Look under Ports (COM & LPT). If the COM Ports have yellow exclamation points or red Xs over them, your COM ports may be configured incorrectly. If this is the case, you may need to contact your computer manufacturer. Windows 95/98 Make sure your COM port is not already in use by another device. Click Windows Start, Settings, and Control Panel, and then double-click Modems. Look for another modem already installed in your computer. If there is another modem installed, click the Diagnostics tab to find out which COM port it is using. If a previously installed modem is already using the available COM port, you should uninstall that modem. See your previous modem's manual for uninstallation instructions. Right-click the My Computer icon on your desktop. Click Properties. Click the Device Manager tab. Double-click Ports (COM & LPT). If the COM Ports have yellow exclamation points or red Xs over them, your COM ports may be configured incorrectly. If this is the case, you may need to contact your computer manufacturer. Windows NT Turn off your computer and remove your modem. Restart and click Windows Start, Settings, and then Control Panel . Double-click the Ports icon. Your modem must be jumpered to a COM port setting that does not appear in this list. My software isn't recognizing my modem. Possible solution: Your communications software may not function properly if you have more than one version of the software installed, you are using an older version, or you have more than one communications software installed on your system. We highly recommend using the communications software provided with your modem on the Installation CD-ROM. 38 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES Possible solution: Your software's port settings may be incorrect. There should be a place in the Setup section of your software that addresses port settings. Make sure the software's port settings match those for your modem. See the Installation Guide that came with your modem for an explanation about how to determine your modem's port settings. Check your communications software's documentation for instructions on adjusting the port settings in your software. Possible solution: Windows 2000 You may not have the correct modem type selected in your software or in Windows. Click on Windows Start, Settings, and Control Panel. When Control Panel opens, click Phone and Modem Options. Click the Modems tab. Here you will see a list of installed modems. You can also add, remove, or view the properties of modems from this window. The U.S. Robotics modem you have installed should be present in the list of installed modems. If none of the modem descriptions in the list matches your U.S. Robotics modem or no modems are listed, your modem is not properly installed. Try reinstalling your modem using the instructions on the Installation Guide. Windows 95/98/NT You may not have the correct modem type selected in your software or in Windows. Click Windows Start, Settings, and Control Panel. When Control Panel opens, click Modems. Here you will see a list of installed modems. You can also add, remove, or view the properties of modems from this window. The U.S. Robotics modem you have installed should be present in the list of installed modems. If none of the modem descriptions in the list matches your U.S. Robotics modem or no modems are listed, your modem is not properly installed. Try reinstalling your modem using the instructions on the Installation Guide. Possible solution: Windows 2000 If you are using Dial-Up Networking, it may not be configured correctly. Check your configuration and make sure you have the correct port selected. Click Start, point to Settings and click Network and Dial-up Connections. Make sure that the description in the "Connect Using" box (under the General tab) matches the description of the modem you are using. If it doesn't match, select the proper modem description. Internal ISA Modems 39 Windows 95/98/NT If you are using Dial-Up Networking, it may not be installed or configured correctly. Check your configuration and make sure you have the correct modem selected. Double-click My Computer, double-click Dial-Up Networking, right-click the connection you are trying to use, and click Properties. Make sure that the description in the modem box matches the description of the modem you are using. If it doesn't match, select the proper modem description. My modem won't dial out or doesn't answer incoming calls. For both Dialing and Answering Problems Possible solution: You may have a bad phone cord connection to your modem, or your phone cord may be plugged into the wrong jack. The phone cord should be plugged into the jack labelled on the modem and into the wall phone jack. Use the phone cord included in your modem's box if possible. Possible solution: 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. Office Users Possible solution: You may have plugged your modem's phone cord into a digital line, which can damage your modem. Contact your phone system administrator if you are unsure whether or not your phone line is digital. If your phone system requires dialing "9" to access an outside line, be sure to add "9" before the number you are dialing. Voice Mail Users Possible solution: If you have voice mail provided by your local phone company, your dial tone may be altered when messages are waiting. Retrieve your voice mail to restore your normal dial tone. 40 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES My modem sounds like it's trying to connect to another modem but fails. My modem isn't achieving a 56K Internet connection. Possible solution: You may have a poor connection. All calls are routed differently, so try placing the call again. Possible solution: Note: U.S. Robotics 56K modems are capable of receiving downloads at up to 56 Kbps and sending at 31.2 Kbps. Actual download speeds you experience may be lower due to varying line conditions. Maximum download speeds in U.S. and Canada are limited to 53K, due to regulatory limits on power output. Our research has shown that the vast majority of telephone lines in North America can and do support 56K installation. The V.90 protocol allows for connection speeds of up to 56K, but line conditions may affect the actual speeds during a given connection. Due to unusual telephone line configurations, some users will not be able to take full advantage of V.90 technology at this time. In order to achieve a V.90 connection, the following must occur: 1. The server you're dialing in to must support and provide a digital V.90 signal. Your ISP can provide you with a list of dial-up connections and information on what those connections currently support. 2. The telephone line between your ISP and your modem must be capable of supporting a 56K connection and contain only one analog-to-digital conversion. The 56K signal from your ISP begins as a digital signal. Somewhere between the ISP and your modem, there will be a analog-to-digital signal conversion so that your modem can receive the data. There must be no more than one analog-to-digital signal conversion in the path from your ISP to your modem. If more than one analog-to-digital conversion occurs, your connect speeds will default to V.34 (33.6). There may also be impairments on the local lines between your ISP and your modem. These impairments can prevent or limit V.90 connection speeds. All telephone calls are routed differently, so you should try making your 56K connection several times. One way to test this is to dial into a long distance location. Long distance lines are often much clearer than local lines. It is important to note that telephone companies are constantly upgrading their systems. Lines that do not support 56K today may support 56K in the near future. Internal PCI Modems 41 3. Your modem must be connecting to a V.90/56K server. A pair of 56K modems will not connect to each other at V.90/56K speeds. Internal PCI Modems Basic Troubleshooting Steps (Model Numbers 3CP5609, 3CP5610x, and 3CPxx5610x) 1. Make sure that your phone cord is properly connected. Remove the phone cord from the modem and wall jacks. Reinsert the cord securely in the wall jack and the modem's jack labelled . Use the phone cord included with your modem, if possible. 2. Make sure that your modem is physically installed correctly in your computer. With your computer off, remove the modem and reinstall it in another slot if possible. When the modem is installed correctly, you will no longer see any part of the connector edge, which may be gold or black. You will need to press the modem in firmly so that it is seated properly in its slot. See the Installation Guide that came with your modem for instructions more specific to your modem. My computer isn't recognizing my modem. Possible solution: You may be using an IRQ that is already in use. To work properly, your modem may need to be assigned to a free IRQ. Windows 2000 Windows should locate a free IRQ, if one exists, for use by your modem. If Plug-and-Play fails to install the modem, you need to determine IRQ availability. Right-click the My Computer icon on your desktop. Click Properties, and then the Hardware tab. In the Device Manager section, click Device Manager. From the View menu, select Resources by type. Click Interrupt Request (IRQ). You will now see a listing of your system's IRQs and the devices to which they are assigned. If an IRQ is not present in this list, it indicates that Windows is not currently using it and the IRQ is considered available. Locate your modem in the list of devices. If a yellow exclamation point appears over the modem's description, your modem is in conflict with another device. Either your modem or the other device will have to be reinstalled to another IRQ in order to resolve your conflict. 42 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES If a usable, free IRQ does not exist, you may need to remove, disable, or relocate another device. Refer to that device's documentation for more information about removing, disabling, or relocating it. If Windows still fails to recognize your modem and it does not have a yellow exclamation point next to its IRQ, or if your modem doesn't appear in the list, another problem exists, and you may need to call U.S. Robotics Technical Support. Windows 95/98 If Plug-and-Play fails to install the modem, you need to determine IRQ availability. Right-click the My Computer icon on your desktop. Click Properties, and then the Device Manager tab. Double-click the Computer icon at the top of the device list. You will now see a listing of your system's IRQs and the devices to which they are assigned. If an IRQ is not present in this list, it indicates that Windows is not currently using it and the IRQ is considered available. Locate your modem in the list of devices. If a yellow exclamation point appears over the modem's description, your modem is in conflict with another device. Either your modem or the other device will have to be reinstalled to another IRQ in order to resolve your conflict. If a usable, free IRQ does not exist, you may need to remove, disable, or relocate another device. Refer to that device's documentation for more information about removing, disabling, or relocating it. If Windows still fails to recognize your modem and it does not have a yellow exclamation point next to its IRQ, or if your modem doesn't appear in the list, another problem exists, and you may need to call U.S. Robotics Technical Support. Windows NT Turn off your computer and physically remove the modem. Restart your computer, and check for an available IRQ by clicking Windows Start, Programs, Administrative Tools , and Windows NT Diagnostics. Click the Resources tab and select IRQ. Take note of an available IRQ that your modem can use. If there are no IRQs available, you may have to remove, disable, or relocate another device in order to free an IRQ for use by your modem. Refer to that device's documentation for more information about removing, disabling, or relocating it. Internal PCI Modems 43 Possible solution: You may be using a COM port address that is either already in use or not configured correctly. To work properly, this modem needs to be assigned to a free COM port. Windows 2000 Make sure your COM port is not already in use by another modem. Click Windows Start, Settings, and Control Panel, and then double-click Phone and Modem Options. Click the Modems tab. Look for another modem already in the machine. If there is another modem listed, check which COM port it is using. If a previous modem is already using the available COM port, you can either use another COM port or uninstall the previously installed modem. See your previous modem's manual for uninstallation instructions. Next, make sure that your COM Ports are configured correctly. Right-click the My Computer icon on your desktop. Click Properties. Click the Hardware tab. In the "Device Manager section", click the Device Manager button. Look under Ports (COM & LPT). If the COM Ports have yellow exclamation points or red Xs over them, your COM ports may be configured incorrectly. If this is the case, you may need to contact your computer manufacturer. Windows 95/98 Make sure your COM port is not already in use by another device. Click Windows Start, Settings, and Control Panel, and then double-click Modems. Look for another modem already installed in your computer. If there is another modem installed, click the Diagnostics tab to find out which COM port it is using. If a previously installed modem is already using the available COM port, you should uninstall that modem. See your previous modem's manual for uninstallation instructions. Right-click the My Computer icon on your desktop. Click Properties. Click the Device Manager tab. Double-click Ports (COM & LPT). If the COM Ports have yellow exclamation points or red Xs over them, your COM ports may be configured incorrectly. If this is the case, you may need to contact your computer manufacturer. Windows NT Turn off your computer and remove your modem. Restart and click Windows Start, Settings, and then Control Panel . Double-click the Ports icon. Your modem must be set to a COM port setting that does not appear in this list. 44 CHAPTER 4: TROUBLESHOOTING A ND HELP RESOURCES My software isn't recognizing my modem. Possible solution: Your communications software may not function properly if you have more than one version of the software installed, you are using an older version, or you have more than one communications software installed on your system. We highly recommend using the communications software provided with your modem on the Installation CD-ROM. Possible solution: Your software's port settings may be incorrect. There should be a place in the Setup section of your software that addresses port settings. Make sure the software's port settings match those for your modem. The Installation Guide that came with your modem explains how to determine your modem's port settings. Check your communication software's documentation for instructions on adjusting the port settings in your software. Possible solution: Windows 2000 You may not have the correct modem type selected in your software or in Windows. Click on Windows Start, Settings, and Control Panel. When Control Panel opens, click Phone and Modem Options. Click the Modems tab. Here you will see a list of installed modems. You can also add, remove, or view the properties of modems from this window. The U.S. Robotics modem you have installed should be present in the list of installed modems. If none of the modem descriptions in the list matches your U.S. Robotics modem or no modems are listed, your modem is not properly installed. Try reinstalling your modem using the instructions on the Installation Guide. Windows 95/98/NT You may not have the correct modem type selected in your software or in Windows. Click Windows Start, Settings, and Control Panel. When Control Panel opens, click Modems. Here you will see a list of installed modems. You can also add, remove, or view the properties of modems from this window. The U.S. Robotics modem you have installed should be present in the list of installed modems. If none of the modem descriptions in the list matches your U.S. Robotics modem or no modems are listed, your modem is not properly installed. Try reinstalling your modem using the instructions on the Installation Guide.