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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 modem is installed correctly in your com-
puter. You will need to press the modem in firmly so that it is
seated properly in its slot. When the modem is installed correctly,
you will no longer see any part of the gold edge. See the front of
this Guide for complete instructions. If your modem still does not
work, you may need to remove it and reinstall it in another avail-
able 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 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. 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,
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.
PROBLEM:
PROBLEM:
My software isn't recognizing my modem.
My modem isn't achieving a 56K Internet
connection.
Possible solution:
Your communications software may not function properly if
Note:
you have more than one version of the software installed, if
speed is limited to 53,333 bps.
you are using an older version, or if you have more than one
communications application installed on your system. We
Our research has shown that the vast majority of telephone
highly recommend using the communications software pro-
lines in North America can and do support V.90 connections.
vided with your modem on the Installation CD-ROM.
The V.90 protocol allows for connection speeds of up to 56K,
but line conditions may affect the actual speeds during a given
Possible solution:
connection. Due to unusual telephone line configurations, some
Your software's COM port settings may be incorrect. There
users will not be able to take full advantage of V.90 technology
should be a place in the Setup section of your software that
at this time. In order to achieve a V.90 connection:
addresses port settings. Make sure the software's port set-
tings match those for your modem. To check which COM
• The server you're dialing in to must support and provide a
port your modem is using, click Windows Start, Settings,
digital V.90 signal. Your ISP can provide you with a list of
and Control Panel. Double-click Modems, select your mo-
dial-up connections and information on what those connec-
dem, and select Properties. Check your communication
tions currently support.
software's documentation for instructions on adjusting the
• The telephone line between your ISP and your modem must
port settings in your software.
be capable of supporting a 56K connection and contain only
one analog-to-digital conversion. The 56K signal from your
Possible solution:
ISP begins as a digital signal. Somewhere between the ISP
You may not have the correct modem type selected in your
and your modem, there will be a digital-to-analog signal con-
software or in Windows. Click Windows Start, Settings, and
version so that your modem can receive the data. There must
Control Panel. When Control Panel opens, click Modems.
be no more than one analog-to-digital signal conversion in
You will see a list of installed modems. You can also add,
the path from your ISP to your modem. If more than one
remove, or view the properties of modems from this window.
analog-to-digital conversion occurs, your connect speeds will
The 3Com U.S. Robotics modem you have installed should
default to V.34 (33.6 Kbps). There may also be impairments
be present in the list of installed modems. If none of the
on the local lines between your ISP and your modem. These
modem descriptions in the list match your 3Com U.S. Ro-
impairments can prevent or limit V.90 connection speeds.
botics modem or no modems are listed, your modem is not
All telephone calls are routed differently, so you should try
installed properly. Try reinstalling your modem.
making your 56K connection several times. One way to test
this is to dial into a long distance location. Long distance
Possible solution:
lines are often much clearer than local lines. It is important
If you are using Dial-Up Networking, it may not be config-
to note that telephone companies are constantly upgrading
ured correctly. Check your configuration and make sure you
their systems. Lines that do not support 56K today may
have the correct modem selected. Double-click My Com-
support 56K in the near future.
puter, double-click Dial-Up Networking, right-click the con-
• Your modem must be connecting to a V.90/56K server. A
nection you are trying to use, and click Properties. Make
pair of 56K modems will not connect to each other at V.90/
sure that the description in the modem box matches the
56K speeds.
description of the modem you are using. If it doesn't match,
select the proper modem description.
PROBLEM:
Support Resources
My modem won't dial out or doesn't an-
If you have not fixed your problem after trying the suggestions in the
swer incoming calls.
"Troubleshooting" section, you can receive additional help via one of
these convenient resources:
FOR BOTH DIALING AND ANSWERING PROBLEMS:
World Wide Web
Possible solution:
Contains useful product information, documents, and manuals.
You may have a bad phone cord connection to your modem,
Log on to:
or your phone cord may be plugged into the wrong jack. The
http://consumer.3com.com/support/index.html
phone cord should be plugged into the
jack on the mo-
dem and into the wall phone jack. Use the phone cord in-
3Com Knowledgebase
cluded in your modem's box if possible.
A Web-based troubleshooting tool that will help you solve prob-
lems you may be having with your modem. Go to:
Possible solution:
http://knowledgebase.3com.com
You may have devices between the modem and the phone
When the page loads, click the Modems graphic. Then follow
jack. There should be no line splitters, fax machines, or
the onscreen directions.
other devices between the modem and the wall jack.
Internet FTP
OFFICE USERS:
consumerftp.3com.com
Possible solution:
You may have plugged your modem's phone cord into a
3Com BBS
digital line. Contact the department responsible for your
847 262 6000
phone system if you are unsure whether or not your phone
line is digital.
Are You Still Having Problems?
1. Call the Dealer Who Sold You the Modem
If your phone system requires dialing "9" to access an out-
The dealer may be able to troubleshoot the problem over the phone or
may request that you bring the modem back to the store for service.
side line, be sure to add "9" before the number you are dial-
ing.
2. Call 3Com's Technical Support Department
Technical questions about 3Com modems can also be
VOICE MAIL USERS:
answered by technical support specialists.
Possible solution:
If you have voice mail provided by your local phone com-
In the United States:
pany, your dial tone may be altered when messages are
847 262 5151
waiting. Retrieve your voice mail to restore your normal dial
8:00 am - 6:00 pm CST Monday - Friday.
tone.
Automated service is available 24 hours a day, 7 days a week.
PROBLEM:
3Com also staffs its own fee-based 900 number for immediate
assistance. These lines are staffed from:
My modem sounds like it's trying to
8:00 am - 10:00 pm CST Monday - Friday
connect to another modem but fails.
9:00 am- 5:00 pm CST Saturday - Sunday
No-Hold line
Possible solution:
For a no-hold call, a $2.50 per minute charge (price subject to
You may have a poor connection. All calls are routed differ-
change without notice) will appear on your local phone bill. You
ently, so try placing the call again.
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
For customer support on the enclosed Activision
Due to current FCC regulations, maximum download
products (Heavy Gear II
Power ) call 310 255 2050 between the hours of
9:00 am - 5:00 pm Pacific Time, Monday - Friday.
Manufacturer's Declaration of Conformity
We declare under our sole responsibility that this product (56k Faxmodem)
to which this declaration relates, is in conformity with the following
standards or more normative documents:
•
ANSI C63.4-1992 Methods of Measurement
•
Federal Communications Commission 47 CFR part 15,
subpart B
15.107 (e) Class B conducted limits
15.109 (g) Class B Radiated Emissions Limits
3Com Corporation
3800 Golf Road
Rolling Meadows, IL 60008
U.S.A.
Tested to comply with FCC Standards for Home and Office Use.
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.
Caution to the User
The user is cautioned that any changes or modifications not expressly ap-
proved by the party responsible for compliance could void the user's author-
ity 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 pre-
mises wiring using a Part 68 compliant compatible jack. See installation in-
structions 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.
Caution to the User
To avoid the risk of electrical shock, disconnect the phone cord from the
modem and unplug the power to the computer before removing the cover.
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 transmis-
sion, the date and message, and the telephone number of the sending ma-
chine 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 RapidComm
manual on the 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 in-
stalled and used properly, in strict accordance with the manufacturer's in-
structions, may cause interference to radio and television 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 equipment generates, uses and
can radiate radio frequency energy and, if not installed and used in accor-
dance with the instructions, may cause interference to radio and television
communications.
For Canadian Modem Users
Industry Canada (IC)
Industry Canada Class B Emission Compliance Statement
This Class B digital apparatus complies with Industry Canada ICES-003.
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 requirements as prescribed in the appro-
priate Terminal Equipment Technical Requirements document(s). The Depart-
ment 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 assem-
bly (telephone extension cord.)
The customer should be aware that compliance with the above conditions
may not prevent degradation of service in some situations. Currently, tele-
900 555 USR1
communication companies do not allow users to connect their equipment to
jacks except in precise situations that are spelled out in tariffing arrange-
ments with those companies.
Repairs to certified equipment should be coordinated by a representative
designated by the supplier. Any repairs or alterations made by the user to this
equipment, or equipment malfunctions, may give the telecommunications com-
pany cause to request the user to disconnect the equipment.
AVIS DE CONFORMITÉ À LA RÉGLEMENTATION D'INDUSTRIE CANADA
Cet appareil numérique de la classe B est conform à la norme NMB-0003 du Canada.
«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
TM
and Civilization: Call to
installations 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.
Centre de guarantie et de service après-vente:
Keating Technologies
25 Royal Crest Court, Suite 120
Markham, ONT L3R 9X4
3Com Corporation Limited Warranty
3Com warrants this hardware product to be free from defects in workmanship and materi-
als, under normal use and service, for five years 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 remain-
der of the initial warranty period, whichever is longer.
SOFTWARE: 3Com warrants to Customer that each software program licensed from it
will 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 applications 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 documentation or specifications as being compatible, 3Com will make reasonable
efforts to provide compatibility, except where the non-compatibility is caused by a "bug"
or defect in the third party's product or from use of the software product not in accor-
dance with 3Com's published specifications or user manual.
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 AGREEMENT
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 com-
bination with the 3Com product, including hardware, software, and firmware, accurately
exchange date data with the 3Com product, 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 expense, 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 Cen-
ter 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:
In The United States:
3Com
USO# ______________
Dock 15
1800 W. Central Ave.
Mt. Prospect, IL 60056
3Com shall not be responsible for any software, firmware, information, or memory data of
Customer 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
REPAIR, 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
OTHERWISE, INCLUDING WARRANTIES, TERMS, OR CONDITIONS OF MERCHANTABILITY,
FITNESS 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 EX-
CLUDES FOR ITSELF AND ITS SUPPLIERS ANY LIABILITY, WHETHER BASED IN CONTRACT
OR TORT (INCLUDING NEGLIGENCE), FOR INCIDENTAL, CONSEQUENTIAL, INDIRECT, SPE-
CIAL, 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, PERFORMANCE, FAILURE, OR INTERRUPTION OF ITS PRODUCTS, EVEN IF 3COM OR
ITS AUTHORIZED RESELLER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAM-
AGES, AND LIMITS ITS LIABILITY TO REPAIR, REPLACEMENT, OR REFUND OF THE PUR-
CHASE 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 ESSEN-
TIAL 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 prod-
ucts 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 warran-
ties are not allowed to be excluded in their entirety, they will be limited to the duration of the
applicable written warranty. 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.
In Canada:
Keating Technologies
25 Royal Crest Court, Suite 120
Markham, ONT L3R 9X4
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