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Troubleshooting
Having trouble with your modem? Try
these basic troubleshooting steps first!
1.
Make sure that your phone cord is properly connected. Remove
the phone cord from the modem and wall jacks. Clean any dirt or
corrosion from the cord and jacks. Reinsert the cord securely in
the wall jack and the modem's
jack. Use the phone cord
included with your modem, if possible.
2.
Make sure that your internal modem is physically installed cor-
rectly in your computer. You will need to press the modem in firmly
so that it is seated properly in its slot. When the modem is in-
stalled correctly, you will no longer see any part of the gold edge.
See the front of this Guide for complete instructions. If your mo-
dem still does not work, you may need to remove it and reinstall it
in another available slot.
PROBLEM:
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 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 "Installing Your New Modem with Windows NT" insert for
more 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 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 con-
flict 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, dis-
able, or relocate another device. Refer to that device's documenta-
tion 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. You may need to call
3Com 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 Diagnos-
tics. Click the Resources tab and select IRQ. Take note of an avail-
able IRQ that your modem can use. Your modem should be jumpered
to one of these IRQs (see the "Installing Your New Modem with Win-
dows NT" insert for more information). 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 docu-
mentation for more information about removing, disabling, or relocat-
ing 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 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 com-
puter. 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 in-
structions.
Right-click the My Computer icon on your desktop. Click Properties.
Click the Device Manager tab. Double-click Ports. If the Communi-
cations Ports have yellow exclamation points or red Xs over them,
VOICE MAIL USERS:
your COM ports may be configured incorrectly. If this is the
Possible solution:
case, you may need to contact your computer manufac-
If you have voice mail provided by your local phone company,
turer.
your dial tone may be altered when messages are waiting.
Retrieve your voice mail to restore your normal dial tone.
Windows NT
Turn off your computer and remove your modem. Restart
PROBLEM:
and click Windows Start, Settings, and then Control Panel.
Double-click the Ports icon. Your modem must be set to a
My modem sounds like it's trying to con-
COM port setting that does not appear in this list.
nect to another modem but fails.
PROBLEM:
Possible solution:
My software isn't recognizing my modem.
You may have a poor connection. All calls are routed differ-
ently, so try placing the call again.
Possible solution:
Your communications software may not function properly if
PROBLEM:
you have more than one version of the software installed,
My modem isn't achieving a 56K Internet
you are using an older version, or you have more than one
communications application installed on your system. We
connection.
highly recommend using the communications software pro-
vided with your modem on the Connections
TM
CD-ROM.
Note:
speed is limited to 53,333 bps.
Possible solution:
Your software's COM port settings may be incorrect. There
Our research has shown that the vast majority of telephone
should be a place in the Setup section of your software that
lines in North America can and do support V.90 connections.
addresses port settings. Make sure the software's port set-
The V.90 protocol allows for connection speeds of up to 56K,
tings match those for your modem. To check which COM
but line conditions may affect the actual speeds during a given
port your modem is using, click Windows Start, Settings,
connection. Due to unusual telephone line configurations, some
and Control Panel. Double-click Modems, select your mo-
users will not be able to take full advantage of V.90 technology
dem, and select Properties. Check your communication
at this time. In order to achieve a V.90 connection:
software's documentation for instructions on adjusting the
port settings in your software.
• 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
Possible solution:
dial-up connections and information on what those connec-
You may not have the correct modem type selected in your
tions currently support.
software or in Windows. Click Windows Start, Settings, and
• The telephone line between your ISP and your modem must
Control Panel. When Control Panel opens, click Modems.
be capable of supporting a 56K connection and contain only
You will see a list of installed modems. You can also add,
one analog-to-digital conversion. The 56K signal from your
remove, or view the properties of modems from this window.
ISP begins as a digital signal. Somewhere between the ISP
The 3Com U.S. Robotics modem you have installed should
and your modem, there will be a digital-to-analog signal con-
be present in the list of installed modems. If none of the
version so that your modem can receive the data. There must
modem descriptions in the list match your 3Com U.S. Ro-
be no more than one analog-to-digital signal conversion in
botics modem or no modems are listed, your modem is not
the path from your ISP to your modem. If more than one
installed properly. Try reinstalling your modem.
analog-to-digital conversion occurs, your connect speeds will
default to V.34 (33.6 Kbps). There may also be impairments
Possible solution:
on the local lines between your ISP and your modem. These
If you are using Dial-Up Networking, it may not be config-
impairments can prevent or limit V.90 connection speeds.
ured correctly. Check your configuration and make sure you
All telephone calls are routed differently, so you should try
have the correct modem selected. Double-click My Com-
making your 56K connection several times. One way to test
puter, double-click Dial-Up Networking, right-click the con-
this is to dial into a long distance location. Long distance
nection you are trying to use, and click Properties. Make
lines are often much clearer than local lines. It is important
sure that the description in the modem box matches the
to note that telephone companies are constantly upgrading
description of the modem you are using. If it doesn't match,
their systems. Lines that do not support 56K today may
select the proper modem description.
support 56K in the near future.
• Your modem must be connecting to a V.90/56K server. A
PROBLEM:
pair of 56K modems will not connect to each other at V.90/
My modem won't dial out or doesn't an-
56K speeds.
swer incoming calls.
Support Resources
FOR BOTH DIALING AND ANSWERING PROBLEMS:
If you have not fixed your problem after trying the suggestions in the
Possible solution:
"Troubleshooting" section, you can receive additional help via one of
You may have a bad phone cord connection to your modem,
these convenient resources:
or your phone cord may be plugged into the wrong jack. The
World Wide Web
phone cord should be plugged into the
jack on the mo-
Contains useful product information, documents, and manuals.
dem and into the wall phone jack. Use the phone cord in-
Log on to:
cluded in your modem's box if possible.
http://consumer.3com.com/support/index.html
Possible solution:
3Com Knowledgebase
You may have devices between the modem and the phone
A Web-based troubleshooting tool that will help you solve prob-
jack. There should be no line splitters, fax machines, or
lems you may be having with your modem. Go to:
other devices between the modem and the wall jack.
http://knowledgebase.3com.com
When the page loads, click the Modems graphic. Then follow
OFFICE USERS:
the onscreen directions.
Possible solution:
You may have plugged your modem's phone cord into a
Internet FTP
digital line. Contact the department responsible for your
consumerftp.3com.com
consumerftp.3com.com
consumerftp.3com.com
consumerftp.3com.com
consumerftp.3com.com
phone system if you are unsure whether or not your phone
line is digital.
Are You Still Having Problems?
If your phone system requires dialing "9" to access an out-
1. Call the Dealer Who Sold You the Modem
side line, be sure to add "9" before the number you are dial-
The dealer may be able to troubleshoot the problem over the phone or
ing.
may request that you bring the modem back to the store for service.
2. Call 3Com's Technical Support Department
Technical questions about 3Com modems can also be
answered by technical support specialists.
In the United States:
847 262 5151
8:00 am - 6:00 pm CST Monday - Friday.
Automated service is available 24 hours a day, 7 days a week.
3Com also staffs its own fee-based 900 number for immediate
assistance. These lines are staffed from:
8:00 am - 10:00 pm CST Monday - Friday
9:00 am- 5:00 pm CST Saturday - Sunday
No-Hold line
For a no-hold call, a $2.50 per minute charge (price subject to
change without notice) will appear on your local phone bill. You
must be 18 or older or have parental permission. (Service avail-
able in the U.S. only.)
In Canada:
Keating Technologies
905 479 0231
8:00 am - 8:00 pm EST Monday - Friday
Due to current FCC regulations, maximum download
Manufacturer's Declaration of Conformity
3Com Corporation
3800 Golf Road
Rolling Meadows, IL 60008
U.S.A.
declares that this product conforms to the FCC's specifications:
Part 15:
Operation is subject to the following two conditions:
(1)
this device may not cause harmful electromagnetic interference, and
(2)
this device must accept any interference received including interference that may cause
undesired operations.
This equipment uses the following USOC jacks: RJ-11C.
Caution to the User
The user is cautioned that any changes or modifications not expressly approved by the party
responsible for compliance could void the user's authority to operate the equipment.
Part 68:
This equipment complies with FCC Rules Part 68. Located on the bottom of the modem is the FCC
Registration Number and Ringer Equivalence Number (REN). You must provide this information to
the telephone company if requested.
The REN is used to determine the number of devices you may legally connect to your telephone
line. In most areas, the sum of the REN of all devices connected to one line must not exceed five
(5.0). You should contact your telephone company to determine the maximum REN for your calling
area.
This equipment uses the following USOC jacks: RJ11C.
This equipment may not be used on coin service provided by the telephone company. Connection
to party lines is subject to state tariffs.
An FCC compliant telephone cord and modular plug are provided with this equipment, which is
designed to connect to the telephone network or premises wiring using a Part 68 compliant compat-
ible jack. See installation instructions for details.
If you have an external modem:
UL Listing/CSA Certified
This information technology equipment is UL-Listed and CSA-Certified for the uses described in the
users guide.
If you have an internal modem:
UL Listing/CUL Listing
This information technology equipment is UL-Listed and CUL-Listed for use with UL-Listed personal
computers that have installation instructions detailing user installation of card accessories.
Fax Branding
The Telephone Consumer Protection Act of 1991 makes it unlawful for any person to use a computer
or other electronic device, including fax machines, to send any message unless such message
clearly contains in the margin at the top or bottom of each transmitted page or on the first page of
the transmission, the date and time it is sent, an identification of the business or other entity, or other
individual sending the message, and the telephone number of the sending machine or of such
business, other entity, or individual. (The telephone number provided may not be a 900 number or
any other number for which charges exceed local or long-distance transmission charges.)
In order to program this information into your modem, refer to the software (BVRP PhoneTools or
Winphone) manual on the Installation CD-ROM that shipped with your modem. If you are using a
different communication software program, refer to its manual.
Radio and Television Interference
This equipment generates and uses radio frequency energy and if not installed and used properly,
in strict accordance with the manufacturer's instructions, may cause interference to radio and televi-
sion reception. The modem has been tested and found to comply with the limits for a Class B
computing device in accordance with the specifications in Part 15 of FCC rules, which are designed
to provide reasonable protection against such interference in a residential installation. This equip-
ment generates, uses and can radiate radio frequency energy and, if not installed and used in
accordance with the instructions, may cause interference to radio and television communications.
For Canadian Modem Users
Industry Canada (IC)
This digital apparatus does not exceed the Class B limits for radio noise emissions from digital
apparatus set out in the interference-causing equipment standard entitled Digital Apparatus, ICES-
003 of Industry Canada.
NOTICE:
The Ringer Equivalence Number (REN) assigned to each terminal device provides an
indication of the maximum number of terminals allowed to be connected to a telephone interface.
The termination on an interface may consist of any combination of devices subject only to the
requirement that the sum of the Ringer Equivalence Numbers of all devices does not exceed 5.
The Ringer Equivalence Number is located on the bottom of the modem.
NOTICE:
The Industry Canada (IC) label identifies certified equipment. This certification means the
equipment meets certain telecommunications network protective, operational, and safety require-
ments as prescribed in the appropriate Terminal Equipment Technical Requirements document(s).
The Department does not guarantee the equipment will operate to the user's satisfaction.
Before installing this equipment, users should ensure that it is permissible to be connected to the
facilities of the local telecommunications company. The equipment must also be installed using an
acceptable method of connection. In some cases, the company's inside wiring associated with a
single-line, individual service may be extended by means of a certified connector assembly (tele-
phone extension cord.) The customer should be aware that compliance with the above conditions
may not prevent degradation of service in some situations. Currently, telecommunication compa-
nies do not allow users to connect their equipment to jacks except in precise situations that are
spelled out in tariffing arrangements with those companies.
Repairs to certified equipment should be coordinated by a representative designated by the sup-
plier. Any repairs or alterations made by the user to this equipment, or equipment malfunctions, may
give the telecommunications company cause to request the user to disconnect the equipment.
«AVIS :
L'étiquette d'Industrie Canada identifie le matériel homologué. Cette étiquette certifie que
le matériel est conforme aux normes de protection, d'exploitation et de sécurité des réseaux de
télécommunications, comme le prescrivent les documents concernant les exigences techniques
relatives au matériel terminal. Le Ministère n'assure toutefois pas que le
matériel fonctionnera à la satisfaction de l'utilisateur.
Avant d'installer ce matériel, l'utilisateur doit s'assurer qu'il est permis de le raccorder aux installa-
tions de l'entreprise locale de télécommunication. Le matériel doit également être installé en
suivant une méthode acceptée de raccordement. L'abonné ne doit pas oublier qu'il est possible que
la conformité aux conditions énoncées cidessus n'empêche pas la dégradation du service dans
certaines situations.
Les réparations de matériel homologué doivent être coordonnées par un représentant désigné par
le fournisseur. L'entreprise de télécommunications peut demander à l'utilisateur de débrancher un
appareil à la suite de réparations
ou de modifications effectuées par l'utilisateur ou à cause de mauvais fonctionnement.
3Com Corporation Limited Warranty
HARDWARE: 3Com warrants to the end user ("Customer") that this hardware product will be
free from defects in workmanship and materials, under normal use and service, for the following
length of time from the date of purchase from 3Com or its authorized reseller:
3Com's sole obligation under this express warranty shall be, at 3Com's option and expense, to
repair the defective product or part, deliver to Customer an equivalent product or part to replace
the defective item, or if neither of the two foregoing options is reasonably available, 3Com may,
in its sole discretion, refund to Customer the purchase price paid for the defective product. All
products that are replaced will become the property of 3Com. Replacement products may be
new or reconditioned. 3Com warrants any replaced or repaired product or part for ninety (90)
days from shipment, or the remainder of the initial warranty period, whichever is longer.
SOFTWARE: 3Com warrants to Customer that each software program licensed from it will
900 555 USR1
perform in substantial conformance to its program specifications, for a period of ninety (90)
days from the date of purchase from 3Com or its authorized reseller. 3Com warrants the media
containing software against failure during the warranty period. No updates are provided.
3Com's sole obligation under this express warranty shall be, at 3Com's option and expense, to
refund the purchase price paid by Customer for any defective software product, or to replace
any defective media with software which substantially conforms to applicable 3Com published
specifications. Customer assumes responsibility for the selection of the appropriate applica-
tions program and associated reference materials. 3Com makes no warranty or representation
that its software products will meet Customer's requirements or work in combination with any
hardware or applications software products provided by third parties, that the operation of the
software products will be uninterrupted or error free, or that all defects in the software products
will be corrected. For any third-party products listed in the 3Com software product documenta-
tion or specifications as being compatible, 3Com will make reasonable efforts to provide
compatibility, except where the noncompatibility is caused by a "bug" or defect in the third
party's product or from use of the software product not in accordance with 3Com's published
specifications or User Guide.
THIS 3COM PRODUCT MAY INCLUDE OR BE BUNDLED WITH THIRD-PARTY SOFTWARE,
THE USE OF WHICH IS GOVERNED BY A SEPARATE END-USER LICENSE AGREEMENT.
THIS 3COM WARRANTY DOES NOT APPLY TO SUCH THIRD-PARTY SOFTWARE. FOR
THE APPLICABLE WARRANTY, PLEASE REFER TO THE END-USER LICENSE AGREE-
MENT GOVERNING THE USE OF SUCH SOFTWARE.
YEAR 2000 WARRANTY: In addition to the Warranty stated above, 3Com warrants that each
product sold or licensed to Customer on and after January 1, 1998 that is date sensitive will
continue performing properly with regard to such date data on and after January 1, 2000, provided
that all other products used by Customer in connection or combination with the 3Com product,
including hardware, software, and firmware, accurately exchange date data with the 3Com prod-
uct, with the exception of those products identified at 3Com's Web site, http://www.3com.com/
products/yr2000.html as not meeting this standard. If it appears that any product that is stated to
meet this standard does not perform properly with regard to such date data on and after January
1, 2000, and Customer notifies 3Com before the later of April 1, 2000, or ninety (90) days after
purchase of the product from 3Com or its authorized reseller, 3Com shall, at its option and ex-
pense, provide a software update which would effect the proper performance of such product,
repair such product, deliver to Customer an equivalent product to replace such product, or if none
of the foregoing is feasible, refund to Customer the purchase price paid for such product. Any
software update or replaced or repaired product will carry a Year 2000 Warranty for ninety (90)
days after purchase or until April 1, 2000, whichever is later.
OBTAINING WARRANTY SERVICE: Customer must contact a 3Com Corporate Service Center or an
Authorized 3Com Service Center within the applicable warranty period to obtain warranty service
authorization. Dated proof of purchase from 3Com or its authorized reseller may be required.
Products returned to 3Com's Corporate Service Center must be pre-authorized by 3Com with a
User Service Order (USO) number marked on the outside of the package, and sent prepaid and
packaged appropriately for safe shipment, and it is recommended that they be insured or sent by
a method that provides for tracking of the package. The repaired or replaced item will be shipped
to Customer, at 3Com's expense, not later than thirty (30) days after 3Com receives the defective
product. Return the product to:
3Com shall not be responsible for any software, firmware, information, or memory data of Cus-
tomer contained in, stored on, or integrated with any products returned to 3Com for repair, whether
under warranty or not.
WARRANTIES EXCLUSIVE: IF A 3COM PRODUCT DOES NOT OPERATE AS WARRANTED
ABOVE, CUSTOMER'S SOLE REMEDY FOR BREACH OF THAT WARRANTY SHALL BE RE-
PAIR, REPLACEMENT, OR REFUND OF THE PURCHASE PRICE PAID, AT 3COM'S OPTION.
TO THE FULL EXTENT ALLOWED BY LAW, THE FOREGOING WARRANTIES AND REMEDIES
ARE EXCLUSIVE AND ARE IN LIEU OF ALL OTHER WARRANTIES, TERMS, OR CONDITIONS,
EXPRESS OR IMPLIED, EITHER IN FACT OR BY OPERATION OF LAW, STATUTORY OR OTH-
ERWISE, INCLUDING WARRANTIES, TERMS, OR CONDITIONS OF MERCHANTABILITY, FIT-
NESS FOR A PARTICULAR PURPOSE, SATISFACTORY QUALITY, CORRESPONDENCE WITH
DESCRIPTION, AND NON-INFRINGEMENT, ALL OF WHICH ARE EXPRESSLY DISCLAIMED.
3COM NEITHER ASSUMES NOR AUTHORIZES ANY OTHER PERSON TO ASSUME FOR IT
ANY OTHER LIABILITY IN CONNECTION WITH THE SALE, INSTALLATION, MAINTENANCE
OR USE OF ITS PRODUCTS.
3COM SHALL NOT BE LIABLE UNDER THIS WARRANTY IF ITS TESTING AND EXAMINATION
DISCLOSE THAT THE ALLEGED DEFECT OR MALFUNCTION IN THE PRODUCT DOES NOT
EXIST OR WAS CAUSED BY CUSTOMER'S OR ANY THIRDPERSON'S MISUSE, NEGLECT,
IMPROPER INSTALLATION OR TESTING, UNAUTHORIZED ATTEMPTS TO OPEN, REPAIR OR
MODIFY THE PRODUCT, OR ANY OTHER CAUSE BEYOND THE RANGE OF THE INTENDED
USE, OR BY ACCIDENT, FIRE, LIGHTNING, OTHER HAZARDS, OR ACTS OF GOD.
LIMITATION OF LIABILITY: TO THE FULL EXTENT ALLOWED BY LAW, 3COM ALSO EXCLUDES
FOR ITSELF AND ITS SUPPLIERS ANY LIABILITY, WHETHER BASED IN CONTRACT OR TORT
(INCLUDING NEGLIGENCE), FOR INCIDENTAL, CONSEQUENTIAL, INDIRECT, SPECIAL, OR
PUNITIVE DAMAGES OF ANY KIND, OR FOR LOSS OF REVENUE OR PROFITS, LOSS OF
BUSINESS, LOSS OF INFORMATION OR DATA, OR OTHER FINANCIAL LOSS ARISING OUT
OF OR IN CONNECTION WITH THE SALE, INSTALLATION, MAINTENANCE, USE, PERFOR-
MANCE, FAILURE, OR INTERRUPTION OF ITS PRODUCTS, EVEN IF 3COM OR ITS AUTHO-
RIZED RESELLER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, AND
LIMITS ITS LIABILITY TO REPAIR, REPLACEMENT, OR REFUND OF THE PURCHASE PRICE
PAID, AT 3COM'S OPTION. THIS DISCLAIMER OF LIABILITY FOR DAMAGES WILL NOT BE
AFFECTED IF ANY REMEDY PROVIDED HEREIN SHALL FAIL OF ITS ESSENTIAL PURPOSE.
DISCLAIMER: Some countries, states, or provinces do not allow the exclusion or limitation of
implied warranties or the limitation of incidental or consequential damages for certain products
supplied to consumers, or the limitation of liability for personal injury, so the above limitations and
exclusions may be limited in their application to you. When the implied warranties are not allowed
to be excluded in their entirety, they will be limited to the duration of the applicable written war-
ranty. This warranty gives you specific legal rights which may vary depending on local law.
GOVERNING LAW: This Limited Warranty shall be governed by the laws of the State of California,
U.S.A. excluding its conflicts of laws principles and excluding the United Nations Convention on
Contracts for the International Sale of Goods.
Centre de guarantie et de service après-vente:
Keating Technologies
25 Royal Crest Court, Suite 120
Markham, ONT L3R 9X4
Five (5) years
In The United States:
3Com
USO# ______________
Attn. Dock 15 PCD
1800 W. Central Ave.
Mt. Prospect, IL 60056
In Canada:
Keating Technologies
25 Royal Crest Court, Suite 120
Markham, ONT L3R 9X4
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