Troubleshooting - US Robotics 005690-00 Installation Manual

Installation guide for windows

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Troubleshooting

Windows

95 Users Read This First!

1. Click Windows St St St St Star ar ar ar art t t t t , point to Settings

Settings

Settings, and click

Settings

Control

Control Panel

Control

Panel

Panel.

Panel

2. Double-click the Modems

Modems

Modems icon.

Modems

3. Click the Diagnostics

Diagnostics

Diagnostics tab.

4. Click the COM port that your modem is assigned to so that it

is highlighted.

If you do not see your modem on this screen, you need to exit

out of the M M M M M odems Pr

odems Pr

odems Proper

odems Pr

opertie

oper

tie

ties s s s s screen by clicking Cancel

tie

Cancel . Click

Cancel

St St St St Star ar ar ar art t t t t , Shut Down

Shut Down

Shut down the comput

er?

Shut Down

Shut Down , select the Shut down the comput

Shut down the computer?

Shut down the comput

er? option,

er?

and then click Y Y Y Y Y e e e e e s s s s s . When your computer has shut down, turn it

off and unplug it from its power outlet. Uninstall the modem from

the computer. If it is an external, unplug its serial cable from the

computer's COM port. If it is an internal, unplug the phone line

and your telephone from the modem's PHONE and TELCO

jacks and then remove the computer's case and remove the

modem from its slot. Reinstall the modem using the instructions

in the electronic Installation Guide on the included CD, this time

using a different slot for your internal modem or a different COM

port for your external modem.

5. Click M M M M M or or or or ore Info

e Info

e Info. You should see a list of the modem's ATI

OK and exit out of all open screens.

commands. Click OK

If the ATI commands do not appear, continue reading to

troubleshoot your modem.

Problem: The computer or software will not recognize the modem.

Possible solution:

You may have an IRQ conflict. Uninstall your modem using the instruc-

tions in the manual on your Connections CD. Reinstall your modem

using the instructions on the front of this map.

Possible solution:

If you are using an external modem, make sure the modem is plugged in

and turned on. Use only the power adapter included with the modem. The

CS light on the front panel should be illuminated. (An internal modem should

turn on automatically when the computer is turned on.)

P P P P P ossible solution:

ossible solution:

You may not be entering modem commands in the proper manner. Type in

all upper case (AT) or all lower case (at).

Possible solution:

If you are using an external modem, the COM port may not be enabled.

Refer to your computer's manual for information about enabling COM ports

(usually involves altering the bios settings, motherboard jumpers, and the

operating system).

Possible solution:

You may be using the wrong serial cable with your external faxmodem.

Make sure you are using an RS-232 modem cable. You will need to make

sure you are using a 25-pin male to 25-pin female if your COM port is a 25-

pin port, or a 25-pin male to 9-pin female if your COM port is a 9-pin port.

Problem: The modem won't go off hook to dial or doesn't answer the phone.

Possible solution: : : : :

Possible solution

If you have an external modem, you may be using the wrong power adapter

for your modem. Use only the power adapter that came with your modem.

Possible solution:

You may have plugged your modem's phone cord into a digital line.

Plugging your modem's phone cord into a digital phone line can damage the

modem. Call your phone company if you are unsure whether or not your

phone line is digital.

Possible solution:

You may have plugged your modem's phone cord into the wrong jack on the

modem. Make sure the phone cord is plugged into a jack labeled with the

word TELCO (marked with

on the underside of external modems).

Possible solution:

You might have a bad phone cord connection to your modem. The phone

cord should be plugged into the TELCO jack on the modem (marked with

on externals) and the wall phone jack. The phone cord should be no

longer than 12 feet in length. 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. You may have a poor line connection. Place the

call again. Calls are routed differently each time. To verify a valid phone

connection, enter your communication software's terminal mode and dial

the 3Com BBS: 847 262 6000

If you must dial a number (such as "9") to reach an outside line, type that

number right after A A A A A TDT

TDT .

TDT

Possible solution:

If you have voice mail, your dial tone may be altered because messages are

waiting. Answer your voice mail to restore your normal dial tone.

Possible solution:

Your software may not have auto answer enabled. Enable the auto answer

feature. In your communication software's terminal mode, type ATS

ATS

ATS =1

(ATS"zero"=1) and press ENTER

ENTER.

ENTER

You need to enable auto answer before every session unless you alter your

software's initialization string to permanently enable auto answer.

Problem: Plug and Play does not detect your modem. You've installed

Problem: Both modems sound like they exchange carrier signals, but

the modem and Windows has restarted, but you see only your normal

fail to establish a connection.

desktop. You do not see any screens indicating new hardware has

been detected.

Possible solution:

You may have a poor line connection. Place the call again. Calls are

Possible solution:

routed differently each time. To verify a valid phone connection, enter

The Plug and Play installation was not successful. Try the following:

your communication software's terminal mode and dial the 3Com BBS:

847 262 6000

If you must dial a number (such as "9") to reach an outside line, type

that number right after A A A A A TDT

TDT

TDT .

TDT

Problem: Your 56K modem cannot achieve a 56K Internet connection.

Possible solution:

V.90 supports speeds of up to 56K. Due to phone line restrictions,

you will achieve a lower connection; this does not mean you have not

achieved a V.90 connection. Our research shows that the vast

majority of telephone lines in North America support 56K connections.

However, due to unusual or old telephone line configurations, some

users will not be able to take full advantage of this technology.

It is important to remember that your line conditions may change, so

you may be able to make faster connections in the future. To make

sure that you can use 56K technology, perform the following tests:

First, make sure your modem supports V.90. You can verify

that your modem supports V.90 by opening a terminal

application (RapidComm, HyperTerminal, ZTerm, etc.) typing

ati7 and pressing ENTER. If the Options line has V.90 listed,

then your modem supports 3Com 56K technology.

Make sure that the number you're dialing is an actual V.90

server. Some ISPs may have a mixture of V.90 and non-V.90

servers. You can check this by contacting your ISP and

asking them about 56K technology or V.90 availability.

If it is a V.90 server, you may want to try calling it a few more

times. Remember, the phone company routes each call in a

different fashion each time you place a call. For testing

purposes, you may want to call into the 3Com BBS at 847-

262-6000, which has V.90 servers attached to it.

If you are able to connect at V.90 speeds on the 3Com BBS,

there may be something between you and your ISP that is

_______________________________________________________

preventing a V.90 connection from being negotiated. You may

want to contact your ISP and see if they have received similar

reports from other customers.

Support Resources

If you do not make a V.90 connection to our BBS, your line

If you have not fixed a problem after trying the suggestions in the

might not be capable of supporting V.90 speeds. If that's the

case, then see the next item in this list.

"Troubleshooting" section, you can receive additional help via one of

these convenient resources:

If you are experiencing consistent problems with V.90

connections (i.e., not making a high speed connection,

The 3Com BBS

abrupt disconnections, etc.), you can call 3Com Technical

The BBS gives you access to customer and technical support

Support for U.S. Robotics modems at 847 262 5151.

documents and hundreds of helpful files and tips to help simplify

using your modem.To connect to the 3Com Bulletin Board System,

follow these steps:

Problem: Errors are constantly occurring in your V.17 fax transmisions.

Possible solution:

Your modem initialization string may be insufficient for fax transmis-

sions. In terminal mode, type the following initialization string:

AT&F&H3&I2&R2S7=90

AT&F&H3&I2&R2S7=90 and then press ENTER

AT&F&H3&I2&R2S7=90

ENTER.

ENTER

Possible solution:

Your baud rate may be set too high. In your communications software,

lower the baud rate to 9600, 7200, or 4800.

If this is your first time connecting to our BBS, you will be asked to

enter your name, create a password of your choice, and to fill out a

Possible solution:

questionnaire.

You may be trying to fax a compressed file. Decompress the file using

the application with which it was compressed. Then open it with the

When you are ready to leave the BBS, type G (for "good-bye") from

application with which it was created. Select your fax software as the

the main menu.

printer and then print the file.

Internet FTP

Provides a free library containing the same files as the BBS site. FTP

Problem: Your communications software fails to initialize the modem.

to ftp.usr.com

Internet on Demand

Possible solution:

Provides automatic technical support through a library containing

Your software's port settings may be incorrect. Make sure the

software's port settings match those for your modem.

product information, quick reference cards, and installation help.

If you have an older version of RapidComm on your system, you must

uninstall the older version before installing the most recent version

(contained on the Connections CD-ROM that comes with your new

modem). Otherwise, system conflicts may hamper RapidComm's

ability to work properly.

Possible solution:

If you are using an external modem, make sure the modem is plugged

in and turned on. Use only the power adapter included with the modem.

World Wide Web

The CS light on the front panel should be illuminated. (An internal

Provides the same information as the Internet on Demand listing. Log

modem should turn on automatically when the computer is turned on.)

on to www.usr.com/home/online

Possible solution:

CompuServe

If you have a Winmodem, check with the software's manufacturer to

Provides the same information as the Internet FTP site.

determine whether or not the software is fully Windows-based. Some

software runs in Windows but has DOS components. Such software

will not work with Winmodems.

America Online

Provides resources such as file libraries, message boards, online

customer support, and product announcements. In the Keyword field,

type 3COM

Are You Still Having Problems?

Possible solution:

1. Call the Dealer Who Sold You the Modem

1. Click Windows 95 St St St St Star ar ar ar art t t t t and click Shut Down

Shut Down

Shut Down.

Shut Down

The dealer may be able to troubleshoot the problem over the phone

2. When asked if you wish to shut down your computer,

or may request that you bring the modem back to the store for

click Y Y Y Y Y e e e e e s s s s s .

service.

3. When Windows 95 indicates that it is safe to turn off

your computer, turn it off.

2. Call 3Com's Technical Support Department

4. W W W W W ait 15 se

ait 15 se

ait 15 seconds

conds

conds before turning the computer back on.

conds

847 262 5151

5. Windows 95 may detect your modem upon this restart

even if it did not detect the modem during the initial

installation.

• If you see screens indicating Windows 95 had

detected new hardware, follow the on-screen instruction

to install the modem.

• If you do not see the new hardware screens, continue

with step 6.

6. Click Windows 95 St St St St Star ar ar ar art t t t t .

7. Point to Settings

Settings

Settings.

Manufacturer's Declaration of Conformity

8. Click Control Panel

Control Panel

Control Panel.

Control Panel

3Com Corporation

9. Double-click the System

System

System icon.

3800 Golf Road

10. Click the Device Manager

Device Manager

Device Manager tab on the "System Proper-

Device Manager

Rolling Meadows, Illinois 60008

ties" screen.

11. Look for "Other Devices" or "Unknown Devices" in the list

U.S.A.

that appears:

declares that this product conforms to the FCC's specifications:

• If you do not see either of these options in the list,

please see the "Support Resources" section below.

Part 15:

• If you do see one of these options, double-click the

Operation is subject to the following two conditions:

option and continue with step 12.

(1) this device may not cause harmful electromagnetic interference, and

12. If the description that appears matches the modem you

are trying to install, click the Remove

Remove

Remove button. If it does

Remove

(2) this device must accept any interference received including

not, please see the "Support Resources" section

below.

13. Click OK

OK when Windows asks if you wish to remove the

This equipment uses the following USOC jacks: RJ-11C.

device.

Caution to the User

14. Restart the computer and continue with the on-screen

instructions. If the computer does not detect the modem

The user is cautioned that any changes or modifications not expressly

after this second restart, please see the "Support

approved by the party responsible for compliance could void the user's

Resources" section below for additional help.

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.

1. Start your fax/data communications software. The

This equipment may not be used on coin service provided by the

software settings for the BBS are:

telephone company. Connection to party lines is subject to state tariffs.

• ANSI terminal emulation

• Data Bits: 8

An FCC compliant telephone cord and modular plug are provided with this

• Parity: None

equipment, which is designed to connect to the telephone network or

• Stop Bits: 1

premises wiring using a Part 68 compliant compatible jack. See installa-

2. Put the software in terminal mode.

tion instructions for details.

3. Type the BBS's number: 847 262 6000

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 cage accessories.

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 television reception.

ftp.usr.com

ftp.usr.com.

ftp.usr.com

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.

However, there is no guarantee that interference will not occur in a

particular installation. If this device does cause interference to radio or

• To obtain an index of available documents, send a

blank e-mail to

television reception, which you can determine by monitoring reception

suppor

support@usr.com

t@usr.com.

t@usr.com

when the modem is installed and when it is removed from the computer,

• To have a document e-mailed to you, send the

try to correct the problem with one or more of the following measures:

document's number

as the subject.

www.usr.com/home/online

If necessary, consult your dealer or an experienced radio/television

technician for additional suggestions. You may find the following booklet,

prepared by the Federal Communications Commission, helpful:

How to Identify and Resolve Radio-TV Interference Problems

• Go to this address: GO THREECOM

GO THREECOM

• Address private messages to 76711,707

76711,707

Washington, DC 20402

In accordance with Part 15 of the FCC rules, the user is cautioned that any changes or

3COM

3COM.

3COM

modifications to the equipment described in this manual that are not expressly

approved by 3Com could void the user's authority to operate the equipment.

3Com Corporation Limited Warranty

3Com warrants this hardware product to be free from defects in workmanship and materials,

under normal use and service, for the lifetime of the product 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.

YEAR 2000 WARRANTY:

YEAR 2000 WARRANTY: In addition to the Hardware 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

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.

OBT T T T T AI AI AI AI AIN N N N N I I I I I NG

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 Service Repair Order (SRO) number marked on the outside of the package, and sent prepaid

interference that may cause undesired operations.

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

Customer contained in, stored on, or integrated with any products returned to 3Com for repair,

whether under warranty or not.

WARRA

RRANT

RRA

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 THIRD PERSON'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.

LI LI LI LI LIM M M M M IT IT IT IT ITA A A A A T T T T T ION OF LIAB

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, PERFORMANCE, FAILURE, OR INTERRUPTION OF ITS PRODUCTS, EVEN IF 3COM

OR ITS AUTHORIZED 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.

DI DI DI DI DISCL

SCL

SCLAI AI AI AI AIM M M M M E E E E E R: R: R: R: R: Some countries, states, or provinces do not allow the exclusion or limitation of

SCL

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 warranty. This warranty gives you specific legal rights which may vary depending on local

law.

VER R R R R N N N N N I I I I I NG L

GOVE

U.S.A. excluding its conflicts of laws principles and excluding the United Nations Convention on

Contracts for the International Sale of Goods.

Reorient the receiving antenna (for televisions with antenna

For customer support on the enclosed Microsoft

reception only) or cable input device.

Relocate the computer with respect to the receiver.

(Age of Empires

Relocate the computer and/or the receiver so that they are on

box please call 888 410 2291 between the hours of 9:00 am

separate branch circuits.

- 6:00 pm Central Standard Time.

Stock No. 004-000-0345-4

U.S. Government Printing Office

RRA

NTY SER R R R R VICE:

NTY SE

VICE:

NG WA

WARRA

RRA

RRANTY SE

NTY SE

VICE:

VICE: Customer must contact a 3Com Corporate Service Center or

3Com

Client SRO# ______________

1800 W. Central Ave.

Mt. Prospect, IL 60056

NTI I I I I E E E E E S EX

S EX

S EXCL

CL CL

CL CLU U U U U S S S S S IVE

IVE: : : : : IF A 3COM PRODUCT DOES NOT OPERATE AS WARRANTED ABOVE,

IVE

ION OF LIAB

ION OF LIABI I I I I LITY

LITY

LITY. . . . . TO THE FULL EXTENT ALLOWED BY LAW, 3COM ALSO EXCLUDES FOR

LITY

NG L

NG LA A A A A W W W W W : : : : : This Limited Warranty shall be governed by the laws of the State of California,

NG L

products

, Money 99

, or Encarta 99

) within this

™

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