US Robotics 005698-00 Installation Manual page 2

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Troubleshooting

Windows

95 Users Read This First!

St St

St Star ar ar ar art t t t t , point to Settings

Settings

1. Click Windows St

Settings

Settings, and click

Control

Control Panel

Control

Panel.

Panel

2. Double-click the Modems

Modems

Modems icon.

Modems

3. Click the Diagnostics

Diagnostics tab.

Diagnostics

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

the "Modems Properties" screen by clicking Cancel

Cancel

Cancel . Click

Cancel

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

Shut Down

Shut Down , select the Shut down the comput

Shut down the comput

Shut down the computer?

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. 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

e Info

commands. Click OK

OK and exit all open screens.

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. If you have an internal modem installed in an

ISA slot on a Windows 95 system:

1. Right-click the My Computer

My Computer

My Computer icon on your desktop.

My Computer

2. Click Pr Pr Pr Pr Proper

oper

opertie

ties s s s s .

tie

3. Click the Device Manager

Device Manager

Device Manager tab.

Device Manager

• If you see a yellow exclamation point over your modem, you

have a resource conflict, and it is probably an IRQ conflict.

• If you do not see a yellow exclamation point, you may still have

an IRQ conflict. Continue with the next "Possible solution:" in this

section. If the remaining "Possible solutions:" do not solve your

problem, continue with step 4 below.

4. Click the modem's name to select it.

5. Click Remove

Remove.

Remove

6. You will be asked if you are sure you want to remove the

device. Click OK

OK.

7. When the "Confirm Device Removal" screen disappears, shut

down Windows and turn off your computer.

8. Unplug the computer from its electrical outlet.

9. Remove the computer's cover,and physically remove the modem

from its slot.

10. Reinstall the modem using the Installation Guide instructions.

Use a different slot from the one used in the initial installa-

tion.

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:

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 type

ATDT18472626000 and press ENTER. This dials the 3Com BBS.

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

Possible solution:

If you have a Winmodem modem, check with the software's manufac-

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

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

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

Some software runs in Windows but has DOS components. Such

damage the modem. Call your phone company if you are unsure

software will not work with a Winmodem modem.

whether or not your phone line is digital.

Possible solution

Possible solution: : : : :

Possible solution

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

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

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

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

your modem.

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

detected.

Possible solution:

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

Possible solution:

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

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

ATS0=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.

Possible solution:

If you have voice mail, your dial tone may be altered because mes-

sages are waiting. Answer your voice mail to restore your normal dial

tone.

_________________________________________________________

Problem: Both modems sound like they are exchanging tones, but

they fail to establish a connection.

_________________________________________________________

Possible solution:

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 type

ATDT18472626000 and press ENTER. This dials the 3Com BBS.

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,

actual speeds will vary; 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 V.90 connections. However,

due to unusual or old telephone line configurations, some users will

not be able to take full advantage of this technology. If this is the case,

your 3Com modem will use its backward compatibility to negotiate a

speed compatible with your phone line, such as V.34.

_______________________________________________________

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 V.90 or 3Com 56K technology, perform the

Support Resources

following tests:

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

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

that your modem supports V.90 by opening a terminal

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

application (RapidComm

), typing ati7, and pressing

these convenient resources:

ENTER. If the Options line has V.90 listed, then your modem

supports V.90 and 3Com 56K technology.

World Wide Web

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

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

3Com 56K technology server. Some ISPs may have a

on to www.usr.com/home/online

mixture of V.90 and non-V.90 servers. You can check this by

contacting your ISP and asking them about 56K technology

Internet on Demand

or V.90 availability.

Provides automatic technical support through a library containing

If it is a V.90 or 3Com 56K server, you may want to try calling

product information, quick reference cards, and installation help.

it a few more times. Remember, the phone company routes

each call differently. 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

Internet FTP

preventing a V.90 connection from being negotiated. Contact

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

your ISP and see if they have received similar reports from

ftp.usr.com

ftp.usr.com.

ftp.usr.com

other customers.

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

The 3Com BBS

phone line might not be capable of supporting V.90 or 3Com

Gives you access to customer and technical support documents and

56K technology speeds. If you are experiencing consistent

hundreds of files and tips to help simplify using your modem.To connect

problems with V.90 connections (i.e., not making a high

to the 3Com Bulletin Board System, follow these steps:

speed connection, abrupt disconnections, etc.), you can call

3Com Technical Support for U.S. Robotics modems at 847

262 5151.

Problem: Your communications software fails to initialize the modem.

Possible solution:

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

software's port settings match those for your modem.

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

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

you must uninstall it before installing the most recent version (con-

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

tained on the Connections CD-ROM that comes with your new mo-

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

dem). Otherwise, system conflicts may hamper the RapidComm

questionnaire.

software's ability to work properly.

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

Possible solution:

main menu.

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.

CompuServe

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

Provides resources such as file libraries, message boards, online

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

customer support, and product announcements.

America Online

Provides resources such as file libraries, message boards, online

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

type 3COM

3COM.

3COM

Are You Still Having Problems?

1. Call the Dealer Who Sold You the Modem

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.

2. Call 3Com's Technical Support Department

847 262 5151

8:00 - 6:00 CST M-F

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

Shut Down

Shut Down.

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

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

Manufacturer's Declaration of Conformity

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

3Com Corporation

computer, turn it off.

3800 Golf Road

Rolling Meadows, IL 60008

4. W W W W W ait 15 se

ait 15 se

ait 15 seconds

ait 15 se

conds

conds before turning the computer back on.

U.S.A.

5. Windows may detect your modem upon this restart even if

it did not detect the modem during the initial installation.

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

• If you see screens indicating Windows had detected new

Part 15:

hardware, follow the on-screen instruction to install the

Operation is subject to the following two conditions:

modem.

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

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

(2) this device must accept any interference received including interference that

with step 6.

may cause undesired operations.

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

Settings

7. Point to Settings

Settings.

Settings

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

8. Click Control Panel

Control Panel.

Control Panel

Caution to the User

9. Double-click the System

System icon.

System

The user is cautioned that any changes or modifications not expressly approved by

10. Click the Device Manager

Device Manager tab on the "System Properties"

Device Manager

the party responsible for compliance could void the user's authority to operate the

screen.

equipment.

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

Part 68:

that appears:

This equipment complies with FCC Rules Part 68. Located on the bottom of the

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

modem is the FCC Registration Number and Ringer Equivalence Number (REN). You

see the "Support Resources" section below.

must provide this information to the telephone company if requested.

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

The REN is used to determine the number of devices you may legally connect to your

option and continue with step 12.

telephone line. In most areas, the sum of the REN of all devices connected to one

12. If the description that appears matches the modem you

line must not exceed five (5.0). You should contact your telephone company to

are trying to install, click the Remove

Remove

Remove button. If it does not,

Remove

determine the maximum REN for your calling area.

please see the "Support Resources" section below.

This equipment uses the following USOC jacks: RJ11C.

13. Click OK

OK when Windows asks if you want to remove the

device.

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

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

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

instructions. If the computer does not detect the modem

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

after this second restart, please see the "Support Re-

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

sources" section below for additional help.

wiring using a Part 68 compliant compatible 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

www.usr.com/home/online

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

• To obtain an index of available documents, send a blank

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

suppor

t@usr.com

e-mail to suppor

support@usr.com

suppor

t@usr.com.

t@usr.com

transmission charges.)

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

document's number as the subject.

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 installed and

used properly, in strict accordance with the manufacturer's instructions, 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

1. Start your fax/data communications software. The software

used in accordance with the instructions, may cause interference to radio and

settings for the BBS are:

television communications.

• ANSI terminal emulation

• Data Bits: 8

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

• Parity: None

installation. If this device does cause interference to radio or television reception,

• Stop Bits: 1

which you can determine by monitoring reception when the modem is installed and

2. Put the software in terminal mode.

when it is removed from the computer, try to correct the problem with one or more

3. Type ATDT18472626000 and press ENTER. This dials

of the following measures:

the 3Com BBS.

Reorient the receiving antenna (for televisions with antenna reception only) or

cable input device.

Relocate the computer with respect to the receiver.

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

TDT

TDT .

TDT

circuits.

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

Stock No. 004-000-0345-4

U.S. Government Printing Office

Washington, DC 20402

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

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.

• Go to this address: GO THREECOM

GO THREECOM

• Address private messages to 76711,707

76711,707

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 Warranty stated above, 3Com warrants that each

YEAR 2000 WARRANTY:

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

NG WA

WARRA

RRA

RRANTY SE

RRA

NTY SE

NTY SER R R R R VICE:

NTY SE

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

VICE:

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

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

SRO# ______________

Attn. Dock 15 PCD

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.

WARRA

RRA

RRANT

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

S EXCL

S EX

CL CL

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

IVE

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

IVE

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

ION OF LIAB

ION OF LIABI I I I I LITY

ION OF LIAB

LITY

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

LITY

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.

GOVE

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

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,

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

Contracts for the International Sale of Goods.

If you install the enclosed Microsoft

products (Age of Empires

™

, Money 99

or Encarta 99

), they will be located in

the Start menu in the Programs group.

For customer support on these products,

call 888 410 2291 between the hours of

9:00 am - 6:00 pm Central Standard

Time.

™

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