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Chapter 5 ‐ Troubleshooting
Chapter 5 – Troubleshooting
Your modem was thoroughly tested at the factory before it was shipped. If you are unable to make a successful
connection, or if you experience data loss or garbled characters during your connection, it is possible that the
modem is defective. However, it is more likely that the source of your problem lies elsewhere. The following
symptoms are typical of problems you might encounter:
●
None of the LEDs light when the modem is on.
●
The modem does not respond to commands.
●
The modem dials but is unable to make a connection.
●
The modem disconnects while online.
●
The modem cannot connect when answering.
●
Data is being lost.
●
There are garbage characters on the monitor.
●
The modem doesn't work with Caller ID.
●
Fax and data software can't run at the same time.
None of the Indicators Light
When you plug in the modem, the operating system detects and configures the modem, and the TR LED should
come on.
If the TR LED does not come on, check to see that the driver from the product CD has been installed, refer to
Chapter 2 on installing the modem driver.
The Modem Does Not Respond to Commands
●
Make sure you are issuing the modem commands from data communication software, either manually in
terminal mode or automatically by configuring the software. (You cannot send commands to the modem
from the DOS prompt.)
●
Make sure you are in terminal mode in your data communication program, then type AT and press E
If you get an OK response from your modem, your connections are good and the problem likely is in the
connection setup in your communication software.
●
Try resetting your modem by unplugging the USB cable from the modem, and then plugging it back in.
●
Try rebooting the computer.
●
The modem might have a problem beyond the scope of this user guide. If you have another Multi‐Tech
modem, try swapping modems. If the problem goes away, the first modem is possibly defective.
The Modem Cannot Connect When Answering
●
Autoanswer might be disabled. Turn on autoanswer in your data communications program or send the
command ATS0=1 (ATS0=2 if you have Caller ID service) to make sure your modem in terminal mode.
The Modem Doesn't Work with Caller ID
●
Caller ID information is transmitted between the first and second rings, so if autoanswer is turned off
(S0=0) or if the modem is set to answer after only one ring (S0=1), the modem will not receive Caller ID
information. Check your initialization string, and if necessary change it to set the modem to answer after
the second ring (S0=2).
●
Make sure that you have Caller ID service from your telephone company.
Fax and Data Software Can't Run at the Same Time
●
Communications devices can be accessed by only one application at a time. In Windows 2003 and higher,
you can have data and fax communication applications open at the same time, but they cannot use the
same modem at the same time.
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Multi‐Tech Systems, Inc. MT9234ZBA‐USB User Guide (S000473A)
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