BASIC MODEM TROUBLESHOOTING IN WINDOWS 95
This document contains basic hardware and software fax modem troubleshooting
steps.
POSSIBLE CAUSES:
=================
The modem is not installed or not connected.
The telephone line is connected to the wrong connection on the fax modem
card.
The telephone line from the computer to the wall jack is defective or
the wall jack is defective.
Excessive static or line noise is distorting the fax modem's transmission
or reception of faxes or modem communications.
Call waiting is interrupting the fax modem's transmissions.
The fax modem is not configured for the correct COM (serial) port and
/or IRQ (interrupt) in your system setup or CMOS.
Newly added software is conflicting with the communications program.
The communications program is corrupt and needs to be reinstalled.
Windows 95 detects a conflict between the fax modem and another device
in the computer.
Windows 95 is not properly identifying the fax modem.
The baud rate of the modem needs to be lowered to communicate correctly
with another fax machine or modem.
The fax modem needs to be reseated in the computer.
Newly added hardware is conflicting with your fax modem.
BASIC FAX MODEM TROUBLESHOOTING:
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TELEPHONE LINE CONNECTION
The telephone line that connects your fax modem to the wall jack must be
plugged into the Telco or Line jack on the fax modem. The jack labeled
phone is strictly for a voice phone. Make sure that the line coming from
the wall is plugged into the correct jack. If the telephone line is plugged
into the wrong jack, you will receive "No Dial Tone" or "No Carrier" error
messages in your communication software.
TELEPHONE LINE DEFECTS
The telephone line from the computer to the wall should be checked to make
sure that a regular telephone works when it is plugged in. If another phone
line is available, try using it to eliminate any possibility that the phone
line is defective. If you are using a telephone line splitter, remove it
from the telephone line and connect the telephone directly from the wall
into the jack on the fax modem.
TELEPHONE LINE STATIC OR NOISE
Static or line noise distorts the fax modem's ability to communicate with
other fax modems. Make sure no heavy object, such as a file cabinet, chair,
etc., is setting on the telephone cable. Have your local telephone personnel
check your telephone lines to make sure that the lines do not need any
modifications to reduce static and noise.
CALL WAITING
Call waiting can interrupt the fax modem's ability to communicate because
of fluctuations in the signal from the telephone line when another call
is coming into the line. To disable call waiting when you are using the
fax modem, the telephone number needs modification or in some areas you
may need to contact your telephone company to have them add cancel call
waiting to your phone line. Consult the communications software documentation
for information on changing the fax modem's initialization string. Try
add *70 or 70# to the beginning of the telephone number and try using the
communications software again. (*70 or 70# is a function in the phone system
itself that turns off the call waiting, not just when you are using a modem).
RESOLVING FAX MODEM DIFFICULTIES:
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COM PORT AND IRQ SETTINGS ON THE FAX MODEM
The fax modem requires a COM (serial) port address and an IRQ (interrupt
request) in order to function. The COM port and IRQ for the fax modem can
not be used by anything else within the system. If the modem is Non plug-and-play
or is configured to not use plug and play you may need to verify that the
jumpers on the modem are configured correctly. If you have any documentation
with your modem check it for information on possible settings, or you may
need to check the back side of the modem card itself for imprinted information.
COM PORT AND IRQ SETTING IN SYSTEM SETUP OR CMOS
Your computer, by default, uses certain COM port and IRQ settings for serial
connections on the back of the system. If these settings are not modified,
the internal fax modem will not work.
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As soon as your computer begins to re-start You should see a message "Hit
DEL if you want to enter setup"., begin pressing the <DEL> key until
you enter the CMOS setup.
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In CMOS you will need to locate the section that contains the Onboard Serial
Port configurations. It will possibly be Advanced CMOS Setup or Integrated
Peripherals. Use the arrow key to highlight one of these selections and
press <ENTER>. Repeat until you find the area containing Onboard Serial
Port configurations.
-
Disable the COM port setting that your fax modem is using. For example,
if your fax modem is using COM1, IRQ4, highlight Onboard COM A or Serial
Port 1 COM1/3F8H and change the setting so that it says Disabled. You can
modify the settings by highlighting them with the arrow key and using the
<PAGE UP> or <PAGE DOWN> keys.
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Press <ESCAPE>
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Highlight Save settings and exit and press <ENTER> or Follow the on-screen
instructions to Save and Exit Setup.
-
Allow your computer to restart and enter Windows 95 normally then proceed
to the next section.
Once the system has finished rebooting, try to access your fax modem with
your communications software.
NOTE:
If the fax modem is connected to the serial port on the rear of the
computer, do not disable any of the Onboard COM ports or the modem will
not function.
VALID COM PORT AND IRQ VALUES OR COMBINATIONS
It is important to remember that computers have standard sets of COM port
and IRQ values or combinations. COM 1 and COM 3 share the IRQ setting of
4 while COM 2 and COM 4 share the IRQ of 3. The most common addresses (COM
port) for fax modems are COM1, IRQ4 or COM2, IRQ3. Other combinations are
available but make sure that you are using valid combinations or your modem
will not work. For more information on COM port and IRQs, reference the
computer section of your local book store. The following chart contains
the default COM port and IRQ values as well as valid combinations of IRQs.
Note: The IRQ highlighted setting is the standard IRQ for the COM port.
COM PORT SETTING, ADDRESS & IRQ
COM1 - 03F8 4
COM2 - 02F8 3
COM3 - 03E8 4,5 *(9,10,11)
COM4 - 02E8 3,5 *(9,10,11)
* Some 16 bit modem cards .
SOFTWARE CORRUPTION ERRORS
Corruption in the communications software program may be causing problems
when you try to access the fax modem. To verify the communications program
is not corrupt, delete and reinstall the program. If the fax modem still
does not respond correctly, try dialing in the Hyper Terminal application
that is part of Windows 95.
To access Hyper Terminal,
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Click the Start button in the lower left hand corner of the screen.
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Click the word Programs.
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Click the word Accessories.
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Click the work HyperTerminal
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Double-click on the Hypertrm icon. The New Connection - Hyper Terminal
window opens.
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In the Connection Description, type a name for the place you are trying
to connect to in the Name: box and select an Icon:, then click the OK button
at the bottom of the window. The Phone Number window appears on the screen.
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In the Phone number: box, type the phone number of the place to which you
are trying to connect.
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Click the Dial button at the bottom of this window to dial the modem. The
Connect window appears on the screen.
-
To view or modify settings such as stop bits, data bits, software compression,
click the Modify button on the upper right hand side of the screen and
make appropriate changes for the connection. To view or modify settings
such as Dial using Calling Card:, dialing location, country, area code,
etc., click the Dialing Properties button on the right hand side of the
screen. Make appropriate changes for the connection.
-
Once all these changes and configurations are complete, click the OK button,
then click the Dial button on the bottom of the Connect window to dial
the modem.
If Hyper Terminal connects to the desired location, the difficulty is probably
due to software corruption or incorrect modem settings within the communications
software. Delete and re-install the software to make sure there is no corruption
in the software. Try to use the fax modem again. If Hyper Terminal does
not connect to the desired location, proceed to the next step Hyper Terminal
diagnostic mode section.
HYPER TERMINAL DIAGNOSTIC MODE
If Windows 95 does not correctly identify the modem, or if another device
driver or software application is interfering with the fax modem, the modem
will not function properly. To determine if Windows 95 communicates with
the fax modem, Hyper Terminal must be set in a diagnostic mode. To do this,
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Click the Start button in the lower left hand corner of the screen.
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Click the word Programs.
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Click the word Accessories.
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Click the work HyperTerminal.
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Double-click on the Hypertrm icon. The New Connection - Hyper Terminal
window opens.
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In the Connection Description, type TEST for the name of the connection
and select an Icon:, then click the OK button at the bottom of the window.
The Phone Number window appears on the screen.
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In the Phone number: box, type the phone number of the place to which you
are trying to connect.
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In the Connect using: box at the bottom of this screen, click the down
arrow beside the current setting. From the list, click once on Direct to
Com 1 to select it. Click the OK button at the bottom of the screen. The
COM1 Properties window appears on the screen.
-
In the lower left hand corner of the window, click the Restore Defaults
button, then click the OK button at the bottom of the screen to proceed
to the Hyper Terminal window
Commands are now typed directly to the modem. To view information, such
as fax modem speed and supervisor information, type:
ati3
and press <ENTER>.
Once this is complete, click the X button in the upper right hand side
of the window. When asked to save changes to Hyper Terminal, click the
No button to exit to the Windows 95 desktop.
NEWLY ADDED SOFTWARE
Some software programs may interfere with the fax modem's ability to communicate.
If you have added any new software to the system, remove all references
of the new software. If this is not possible, reinstall the fax modem communications
program. Make sure that no other software communication program has control
of the fax modem. Exit all programs except the communication program and
try accessing the fax modem again.
FAX MODEM'S BAUD RATE
The baud rate of a modem is the speed at which it communicates information.
Even though the fax modem in the computer is capable of sending and receiving
data at a faster rate, other fax modems may not interpret information as
quickly as your fax modem. Telephone line reliability may also hinder accurate
transmission of data. If you are receiving error messages referring to
communication problems, lower the baud rate of the modem software. To change
the baud rate on most fax modems,
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Click the Start button in the lower left-hand corner of the screen.
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Click the word Settings that appears on the menu.
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Click on Control Panel.
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Double-click on System
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Double-click on Device manager.
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Double-click on your Modems
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You should see your modem listed. Double-click on it.
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Click on the Modem tab.
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Your modem baud rate should be displayed at the bottom of this window.
Try lowering it one setting and until you are able to use your communications
software to connect to the desired site.
FAX MODEM CARD CONNECTION
Make sure that the fax modem card is securely seated in its slot in
the computer.
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Power the computer off. Remove the outer case from the computer.
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Once inside the computer, locate the fax modem card.
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Remove the screw that is holding the card in the computer.
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Gently but firmly pull the fax modem card straight out of the computer.
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Align the card in the slot that you just removed it from and push it firmly
back into the slot with the heels of your palms. Slide the case back on
the computer. Power the computer back on and try to access your modem again
with your communications program.
NEWLY ADDED HARDWARE
If you have added any new hardware, such as network cards or sound cards,
remove it. The hardware may be trying to access the same COM port or IRQ
as your fax modem card. Once you remove the new hardware, try to access
your fax modem with your communication software.
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