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Modem Troubleshooting |
Are there any resource conflicts?
If the communications port that your modem is using is configured to use the same setting as another device in your computer, your modem may not work correctly. There are two common sources of resource conflicts:
1. Your computer uses an older video chip set.
2. Two or more devices are configured to use the same settings.
All of the devices in your computer require certain unique settings. Two settings that commonly conflict are the I/O address and the IRQ setting.
To determine whether your modem's port is configured to use the same setting as another device
1. Click Start, point to Settings, click Control Panel, and then double-click
System.
2. On the Device Manager tab, look for devices with an exclamation
point in a yellow circle next to them. An exclamation point in a yellow
circle next to a device indicates that the device may be using the same
settings as the port that your modem is using.
If you see an exclamation point in a yellow circle, eliminate the conflict.
To eliminate a resource conflict
1. Double-click the device.
2. On the Resources tab, look for resource conflicts in the Conflicting
device list.
3. Configure one or more of the conflicting devices to use different
resources.
For information about how to reconfigure a device, consult the device's
documentation or manufacturer.
Note
Do not try to use a modem on COM3 if there is another device, such
as a serial mouse, on COM1. COM1 and COM3 often use the same IRQ setting
and cannot be used simultaneously on most computers. The COM2 and COM4
ports also often use the same IRQ setting. If possible, change the COM3
or COM4 port to an IRQ setting that does not conflict with another device.
If your modem is configured to use COM4 and you are using an older video chip set by S3, your modem may not work correctly. Some of these older chip sets decode the x2E8 address range incorrectly with the I/O address mapping performed in Windows 98. These chip sets include the 801, 805, and 928 versions.
The following video cards are known to have this problem:
*Diamond Stealth 32
*Diamond Stealth 64
*Orchid Technology Fahrenheit 1280
*S3 video cards (most models)
There are four approaches to work around this problem:
To work around the problem
1. Contact your video adapter's manufacturer for more information about
correcting the problem with the video adapter.
2. Or, change the physical port your modem is using to another available
communications port.
3. Or, lower your video resolution and hardware acceleration.
4. Or, use a Windows 3.1 S3 video driver. Contact your video adapter's
manufacturer for a driver.
Note
When you use a Windows 3.1 video driver in Windows 98, you lose some
Windows functionality (such as animated mouse pointers, mouse trails, and
fallback video support).
To change your video settings
1. Click Start, point to Settings, click Control Panel, and then double-click
Display.
2. On the Settings tab, set your color palette to 256 Colors or 16
Colors.
3. Click Advanced.
4. On the Performance tab, drag the Hardware acceleration slider to
None.
Run the Add New Hardware wizard again to determine whether the port is now detected automatically by Windows 98.
1. If the port your modem is using is detected and appears on the Device
Manager tab, but your modem is still not detected, restart this troubleshooter.
2.If the port the modem is using now appears on the Device Manager
tab and the modem is detected, click Yes below, and then click Next.
3. If the port the modem is using still does not appear on the Device
Manager tab, click No below, and then click Next.
If Windows 98 does not automatically detect your modem, install it manually.
To manually install your modem using the Install New Modem wizard
1. Click Start, point to Settings, and then double-click Modems. If
the Install New Modem wizard does not start, click Add to start it.
2. Click to select the Don't detect my modem; I will select it from
a list check box, and then click Next.
3. Under Manufacturers, click your modem's manufacturer.
4. Under Models, click your modem, and then click Next.
5. Under Select the port to use with this modem, click the communications
port where the modem is installed, and then click Next.
6.Click Finish.
Note
If you are not sure which communications port your modem is installed
on, contact the person who installed the modem or consult the modem's documentation.
Remove any other modems that are set up on your computer to eliminate
conflicts.
To test that Windows 98 is receiving information from your modem
1. Click Start, point to Settings, click Control Panel, and then double-click
Modems.
2. On the Diagnostics tab, click the port for your modem.
3. Click More Info.
If you receive an error message, or no information is displayed in
the Identifier box, the modem is not installed correctly.
To install the Hayes-compatible driver
1. Click Start, point to Settings, click Control Panel, and then double-click
Modems. If the Install New Modem wizard does not start, click Add to start
it.
2. As you step through the wizard, click to select the Don't detect
my modem; I will select it from a list check box, and then click Next.
3. Under Manufacturers, click Hayes.
4. Under Models, click the Hayes-compatible driver that matches the
maximum baud rate supported by your modem, and then click Next. Consult
your modem's documentation for the maximum baud rate.
5. Click Finish.
To test that Windows 98 receives information from your modem
1. Click Start, point to Settings, click Control Panel, and then double-click
Modems.
2. On the Diagnostics tab, click the port that you just set for your
modem.
3. Click More Info.
If you receive an error message or no information in the Identifier
box, Windows 98 isn't receiving information from your modem. Install the
standard modem driver.
To install the standard modem driver
1. Follow the steps for installing the Hayes-compatible driver, but
in step 3, click (Standard Modem Types) under Manufacturers, and then under
Models, click the standard modem driver that matches the maximum baud rate
supported by your modem.
2. Follow the steps for testing the Hayes-compatible modem to see if
Windows 98 receives information from your modem.
If the Hayes-compatible or standard modem driver works, contact your
modem's manufacturer for the appropriate modem driver or to find out whether
there is an updated Setup information (.inf) file for your modem.
To verify that your modem is enabled
1. Click Start, point to Settings, click Control Panel, and then double-click
System.
2. On the Device Manager tab, click the plus sign (+) next to Ports
(COM & LPT) branch.
3. Right-click your modem, and then click Properties.
4. Verify that the Disable in this hardware profile check box is cleared.
To check the communications port selected for your modem
1. Click Start, point to Settings, click Control Panel, and then double-click
Modems.
2. Select your modem, and then click Properties.
3. On the General tab, verify that the listed port is the appropriate
one. If it is not, select the appropriate port, and then click OK.
Note:
To determine which port the modem is installed on, contact the person
who installed the modem or consult the modem's documentation.
To determine whether your problem is hardware-related, perform the following
tests:
1. Verify that you can communicate with your modem from the command
prompt.
2. Verify that all cables are connected correctly and that any jumpers
on your modem are set correctly.
3. Attach the modem to a different port on your computer.
To verify that you can communicate with your modem from the command
prompt
1. Restart your computer.
2. Hold down the CTRL key as the computer restarts.
3. On the Startup menu, choose Safe mode command prompt only.
4. At the command line, type the following line, and then press ENTER:
echo atdt > com<x>
where <x> represents the communications port that your modem is using.
The modem should respond with a dial tone or a communication signal.
To stop the dial tone, type the following line, and then press ENTER:
echo ath0 > com<x>
where <x> represents the communications port that your modem is
using.
Note
The modem may not always sound a dial tone with this test procedure
because you don't enter a telephone number as part of the command. However,
the modem should give some kind of signal that information was received.
To verify that all cables are connected correctly and that any jumpers
on your modem are set correctly or to attach the modem to a different port
on your computer, consult your modem's documentation or manufacturer.
To determine whether your computer recognizes the COM port your modem
is on
1. Click Start, click Shut Down, click Restart, and then click OK.
2. Hold down the CTRL key as the computer starts.
3. On the Startup menu, choose Command prompt only.
4. Type debug at the command prompt, and then press ENTER. You will
then see a hyphen prompt (-).
5. At the hyphen prompt, type d40:0, and then press ENTER. You will
then see a listing of the BIOS data and the hyphen prompt.
6. Look at the table of data on the screen. The first row should resemble
the following:
0040:0000 F8 03 F8 02 E8 03 00 00-78 03 00 00 00 00 00 00
All the values to the left of the hyphen are COM ports; all the values
to the right are LPT ports. This example shows that the computer has COM1
at address 03F8 (it is listed in reverse byte order), COM2 at 02F8, and
COM3 at 03E8. COM4 is not found; therefore, 0000 is displayed just to the
left of the hyphen.
If your computer does not recognize the COM port that your modem is
configured to use, contact your computer's manufacturer for assistance.
1. Set up a Dial-Up Networking connection using one modem.
2. In the Dial-Up Networking folder, right-click the connection icon
and click Properties.
3. On the Multilink tab, click Use additional devices, and then click
Add.
4. In Edit Extra Device, select the device you want to add to the connection,
and then click OK.
Repeat Steps 3 and 4 until you have added all the modems you want.
Notes
To set up a Muiltilink connection , you must have two or more modems installed on your computer, one phone line for each modem, and an ISP that supports PPP and multilink connections.
If the first modem connects successfully but the second modem fails
to connect, multilink is probably not supported by the ISP.
Multilink is part of Dial-Up Networking. It is not available when using
other communications programs.
Although Multilink is designed for ISDN modems, it can be used by two
or more analog modems of the same or different speeds. However, using analog
modems can cause serial overrun errors that impair the performance of the
multilink connection.