how to troubleshoot modem problems in windows

8/9/2019 How to Troubleshoot Modem Problems in Windows

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How to Troubleshoot Modem Problems inWindows 98/98 Second Edition

The information in this article applies to:

Microsoft Windows 98

Microsoft Windows 98 Second Edition

If this article does not describe your hardware-related issue, please see the followin Microsoft Web

site to !iew more articles about hardware: If this article does not describe your hardware-relatedissue, please see the followin Microsoft Web site to !iew more articles about hardware:

http:""support#microsoft#com"support"windows"topics"hardware"hwddresctr#asp

SUMMARY

This article describes procedures to help you dianose and fi$ issues when you cannot dial out by

usin your modem in Microsoft Windows 98"98 Second Edition#

MORE !"ORMATO!

#eri$% Th&t You Are Usin' the Most (urrent )ri*er $orYour Modem

Many modem issues relate to usin an old or out-of-date modem dri!er# %ecause of this, you should

!erify that you are usin the most current dri!er for your modem# To do this, contact themanufacturer of your modem to in&uire about the a!ailability of a new or updated modem dri!er#

'or additional information about how to locate contact information for your modem manufacturer,clic( the article numbers below to !iew the articles in the Microsoft )nowlede %ase:

*+.+/ardware and Software Third-0arty 1endor 2ontact 3ist, 4-)

*+568./ardware and Software Third-0arty 1endor 2ontact 3ist, 3-0

*+5687/ardware and Software Third-0arty 1endor 2ontact 3ist, *-

#eri$% Your Modem T%+e &nd Model

If your modem is detected by Windows 98"98 Second Edition, !erify that the installed dri!er is the

correct dri!er for your modem# To do this, clic( St&rt, point to Settin's, clic( (ontrol P&nel, andthen double-clic( Modems# 1erify that the modem that is listed on the ,ener&ltab is the correctmodem#

If an incorrect modem or no modem is listed e!en thouh Windows 98"98 Second Edition detects

one, update the modem dri!er:

.# 2lic( St&rt, point to Settin's, clic( (ontrol P&nel, and then double-clic( S%stem#

7# 2lic( the )e*ice M&n&'ertab## ouble-clic( the Modembranch to e$pand it, if it e$ists# If the Modem branch does not

e$ist, loo( for an Other )e*icesbranch, and then double-clic( the Other )e*icesbranchto e$pand it#

# ouble-clic( your modem, and then clic( U+d&te )ri*eron the )ri*ertab#

Windows 98"98 Second Edition ;pdate e!ice ri!er wi


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'or a complete list of additional modem dri!ers that are included on the Windows 98"98 SecondEdition 2->?M, !iew the followin article in the Microsoft )nowlede %ase:

*.95+4dditional Modem ri!ers Included on the Windows 98"98 Second Edition 2->?M

If the correct dri!er is displayed in e!ice Manaer but your modem still does not wor( properly,

troubleshoot the issue by usin the one of the followin methods, dependin on your modem#

Modem T%+e

The method that you use to troubleshoot your modem issue depends on the type of modem that isinstalled in your computer# There are two eneral types of modems, standard and Windows-only

modems#

Standard modems can be internal or e$ternal, 0lu and 0lay, or not 0lu and 0lay# Windows-onlymodems are internal 0lu and 0lay modems and depend on dri!ers in the Windows operatin system

to function properly# Standard modems operate independently of the operatin system that you areusin#

It can be difficult to differentiate between a standard modem and a Windows-only modem# The best

way to identify your type of modem is to chec( the documentation that is included with your modemor computer @if the modem was preinstalled on your computerA#

Windows-Onl% Modem Troubleshootin'

%ecause a Windows-only modem re&uires dri!ers that are specific to the operatin system tofunction, the modem must be reconi


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*.95+4dditional Modem ri!ers Included on the Windows 98"98 Second Edition 2->?M

If you cannot locate dri!ers for your Windows-only modem, Windows 98"98 Second Edition adds itunder the Other )e*icesbranch in e!ice Manaer# Dou can update the e$istin dri!ers in e!ice

Manaer with dri!ers that are pro!ided by your Window-only modem manufacturer# Bote thatMicrosoft Windows 9 dri!ers often wor( in Windows 98"98 Second Edition#

If your Windows-only modem still does not wor( after you install the dri!ers, there may be aresource conflict or an issue that is specific to your Windows-only modem# To determine if this is the

case, !iew one of the followin sections, dependin on your modem#

'or more information about Windows-only modems and how to troubleshoot them, obtain the ;S>obotics Windows-only modem '4* from the followin ;#S# >obotics Web site:

http:""www#usr#com"home"online"trblshot".5..#htm

St&nd&rd Modem Troubleshootin'

%ecause a standard modem does not depend on the operatin system that you are usin, there are

additional troubleshootin steps that you can use to !erify the functionality of the modem#

2hec( that the modem is wor(in correctly by testin direct communication to the 2?M port# To dothis, you must restart your computer in MS-?S mode and then type two commands at a commandprompt:

.# 2lic( St&rt, clic( Shut )own, clic( Rest&rt n MS-)OS Mode, and then clic( O.#7# Type the followin command at a command prompt @where xis the serial port number to

which the modem is connectedA, and then press EBTE>:

echo ATM1L3X0DT12345 > COMx

The modem dials the touch-tone diits C.7C#

To han up the modem, type the followin command at a command prompt, where xis the serial

port number to which the modem is connected:

echo ATH0 > COMx

The ATM0123)T4156command is a sinal to the modem to dial the numbers C.7C# The firstcommand, Attention, sinals the modem that it is about to recei!e information# The Mcommand is

a uni!ersal command to turn the modems spea(er on if it is off by default# The 01command is auni!ersal command to raise the modems spea(er !olume to the ma$imum le!el if it is at the lowest

by default# The 23command is a uni!ersal command that sinals the modem to run the commandwithout waitin for a dial tone @this is useful if modem and !oice calls use the same phone lineA, and

the )T4156command instructs the modem to dial the diits C.7C#

In both cases, the modem responds with a dial tone or communication sinal#

If the modem does not respond with a dial tone or communication sinal in MS-?S mode, theremay be somethin physically wron with either the modem or the 2?M port# To determine if this is

the case, contact your modem or computer manufacturer to !erify the functionality of your hardware#

If the modem does not respond with a dial tone or communication sinal in Windows 98"98 SecondEdition but does respond in MS-?S mode, Windows 98"98 Second Edition may not becommunicatin correctly with your 2?M port# This issue can occur under any of the followin

circumstances:

The 2?M port has not been detected#

To detect the 2?M port, clic( St&rt, point to Settin's, clic( (ontrol P&nel, double-clic(

Add !ew H&rdw&re, and then follow the instructions on your screen to detect the 2?M

port#

-or-
http://support.microsoft.com/default.aspx?scid=kb;en-us;Q190363http://support.microsoft.com/default.aspx?scid=http://www.usr.com/home/online/trblshot/13011.htmhttp://support.microsoft.com/default.aspx?scid=kb;en-us;Q190363http://support.microsoft.com/default.aspx?scid=http://www.usr.com/home/online/trblshot/13011.htm


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The serial port de!ice dri!ers are damaed#

To resol!e this issue, use the System 'ile 2hec(er tool to !erify the interity of theSerial#!$d, 1comm#!$d, and Serialui#dll serial port dri!ers#

'or more information about how to use the System 'ile 2hec(er tool, !iew the CSystem 'ile

2hec(er ToolC section in the followin article in the Microsoft )nowlede %ase:

*.79+5/ow to E$tract ?riinal 2ompressed Windows 'iles

-or-

There is a resource conflict with your 2?M port#

>esol!e the conflict in e!ice Manaer# 'or information about how to do this, !iew the

C>esource 2onflictsC section in this article#

'or additional information about how to test communications, please see the followin article in the

Microsoft )nowlede %ase: 'or additional information about hot to test communications, clic( thearticle number below to !iew the article in the Microsoft )nowlede %ase:

*8769Testin 2ommunications from MS-?S

Resource (on$licts

If your modem is set to use the same resources as another de!ice in your computer, there is a

resource conflict, and either or both of the de!ices may not wor(# >esource settins that a standardmodem uses include an input"output @I"?A address and an I>*# In addition to this, Windows-only

modems also fre&uently use a direct memory access @M4A settin#

;se e!ice Manaer to determine if there is a resource conflict# To do this:

.# 2lic( St&rt, point to Settin's, and then clic( (ontrol P&nel#7# ouble-clic( S%stem, and then clic( the )e*ice M&n&'ertab#

;sually, if there is a resource conflict that pre!ents one de!ice from wor(in, an e$clamation point ina yellow circle is displayed for the de!ice# In some cases, howe!er, a Windows-only modem that

conflicts with another de!ice may not ha!e an e$clamation point in a yellow circle# In this case, youmust manually determine if there is a conflict# To !iew the resource settins that are used by yourmodem:

.# ?n the )e*ice M&n&'ertab, double-clic( the Modembranch to e$pand it#7# ouble-clic( your modem, and then clic( the Resourcestab#

!OTE: If the Resourcestab does not e$ist, your modems resources cannot be confiured

by Windows 98"98 Second Edition# To determine the resources that your modem is usin,!iew the documentation that is included with your modem#

# Bote the resource settins that are used by your modem, and then clic( O.## ouble-clic( (om+uterto !iew all of the resource settins that are bein used by your

computer, listed by resource# 2lic( each resource settin to determine if there is anotherde!ice that is usin any of the same settins that your modem is usin#

!OTE: Dou do not need to follow these steps for hardware that uses the R7 Holder "or P(Steerin'settin because hardware that uses this settin does not cause a resource conflict#

If there is another de!ice usin any of the same settins that your modem is usin, you need to

chane the settin for that de!ice or your modem# If the de!ice is a 0lu and 0lay de!ice, you maybe able to do this on the Resourcestab in )e*ice M&n&'er, althouh some de!ices may re&uire

that you chane Fumper pins or dip switches on the de!ice itself inside your computer# To determinethe best way to chane resource settins for the de!ice, !iew the documentation that is included with

the de!ice or with your computer# %ecause Windows-only modems are 0lu and 0lay, you should be

able to chane the settins for the modem in e!ice Manaer# To do this:

.# 2lic( St&rt, point to Settin's, and then clic( (ontrol P&nel#7# ouble-clic( S%stem, and then clic( the )e*ice M&n&'ertab#
http://support.microsoft.com/default.aspx?scid=kb;en-us;Q129605http://support.microsoft.com/default.aspx?scid=kb;en-us;Q84279http://support.microsoft.com/default.aspx?scid=kb;en-us;Q129605http://support.microsoft.com/default.aspx?scid=kb;en-us;Q84279


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# ouble-clic( the Modembranch to e$pand it, and then double-clic( your Windows-only

modem## ?n the Resourcestab, clic( to clear the Use Autom&tic Settin'schec( bo$## In the Settin' &sed Onbo$, clic( a basic confiuration with settins that do not conflict

with any other de!ice#

If none of the a!ailable basic confiurations ha!e settins that do not conflict with any other de!ice,

you may need to manually chane some of the resource settins# To do this, clic( the last a!ailablebasic confiuration, and then double-clic( the resource settin that you want to chane#

S+eci$ic ssues

Sound Windows-only modems:

The Sound Windows-only modem may not be detected properly durin the Windows 98"98Second Edition uprade process# If your Sound Windows-only modem is not wor(in

properly after you uprade to Windows 98"98 Second Edition, !iew 0ac(ard %ells Web sitefor troubleshootin information, or contact 0ac(ard %ell Technical Support#

2om or ;S >obotics Windows-only modems:

Some ;S >obotics Windows-only modems may not be detected properly by Windows 98"98

Second Edition# This can occur e!en if the modem was wor(in properly in Windows 9# Ifyour ;S >obotics Windows-only modem is not detected when Windows 98"98 Second Editionstarts, and if the modem is not listed in e!ice Manaer @either under the Modemor Other

)e*icesbranchA, use the Wmredel#e$e tool that is included on the Windows 98"98 SecondEdition 2->?M to clear all of the Windows-only modem-related reistry entries, and then

restart your computer# The Wmredel#e$e tool is located in the ri!ers=Modem=com-usr=Winmodem folder on your Windows 98"98 Second Edition 2->?M#

If Windows 98"98 Second Edition still does not detect your ;S >obotics Windows-only

modem, the Wmredel#e$e tool may not ha!e remo!ed all the necessary reistry entries# Toresol!e this issue, obtain the updated !ersion of the Wmredel#e$e tool from the ;S >obotics

'T0 Web site#

(ould !ot O+en Port Error Mess&'e

When you try to use your modem, you may recei!e the followin error messae:

2ould not open port

This error messae is typically the result of a resource conflict or a proram that is loadin from the

Start;p folder that opens a 2?M port# ;se the troubleshootin steps in the C>esource 2onflictsCsection in this article to resol!e this issue# To temporarily disable prorams in the Start;p folder:

.# 2lic( St&rt, point to Pro'r&ms, point to Accessories, point to S%stem Tools, and thenclic( S%stem n$orm&tion#

7# ?n the Toolsmenu, clic( S%stem (on$i'ur&tion Utilit%## 2lic( the St&rtu+tab# 'or prorams that may control your modem, clic( to clear the chec(

bo$ for the proram# If you are unsure whether or not a specific proram should be disabled,clic( to clear all of the chec( bo$es e$cept the followin chec( bo$es:

o Scan>eistry

o SystemTray

o 3oad0ower0rofile

o Tas(Monitor

!o Windows-Onl% Modem "ound Error Mess&'e or

Multi+le Windows-Onl% Modems

4fter you uprade to Windows 98"98 Second Edition and double-clic( the Windows-only modem iconin 2ontrol 0anel, you may recei!e the followin error messae:

Error: There is no Windows-only modem found in your computer, but some corrupted files werefound and they ha!e been cleaned#


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4lso, if you !iew your Windows-only modem in e!ice Manaer, you may notice multiple Windows-

only modem entries#

This issue can occur if your Windows-only modem is not usin the most current setup information

@#infA file or de!ice dri!er# To resol!e this issue, !iew the followin article in the Microsoft )nowlede%ase:

*.88+5.Err Ms: There Is Bo WinModem 'ound in Dour 2omputer, %ut###

)i&l-U+ !etwor:in' Error ;13 Error Mess&'e

When you attempt to use ial-;p Betwor(in, you may recei!e the followin error messae:

Error +5: The computer is not recei!in a response from the modem# 2hec( that the modem isplued in, and if necessary, turn the modem off, and then turn it bac( on#

Dou may recei!e this error messae if the modem is usin a new serial port assinment due to newde!ices that are installed by Windows 98"98 Second Edition hardware detection# If this occurs,

chane the properties of the ial-;p Betwor(in connection to use the new modem settins#

0rorams in the Start;p folder can also cause this error messae# To disable prorams in the Start;p

folder, follow the steps in the C2ould Bot ?pen 0ort Error MessaeC section in this article#

)i&l-U+ !etwor:in' Error ;11 Error Mess&'e

When you attempt to use ial-;p Betwor(in, you may recei!e the followin error messae:

Error +: The modem is not installed or confiured for ial-;p Betwor(in# To chec( your modem

confiuration, double clic( the Modems icon in 2ontrol 0anel#

This error messae can occur if the Telephon#ini file is absent or damaed# To resol!e this issue, !iew

the followin articles in the Microsoft )nowlede %ase:

*.9.Error Messae: The Modem Is Bot Installed or 2onfiured for###

*.7577./ow to >ebuild the Telephon#ini 'ile

)i&l-U+ !etwor:in' Error


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# 2lic( )i&'nostics, clic( the 2?M port to which your modem is attached, and then clic(

More n$o#

!OTE: If the More n$odialo bo$ is displayed without an error messae but you do

recei!e a series of ATcommands and responses, the modem has passed a dianostics test#

Tele+hon% A++lic&tion Pro'r&mmin' nter$&ce =TAP>

ssuesIf your modem passes a dianostics test but is not a!ailable in /yperTerminal, ial-;p Betwor(in,

or 0hone ialer, it may be an issue with T40I, or the Telephon#ini file may be absent or damaed# Toresol!e this issue, !iew the followin articles in the Microsoft )nowlede %ase:

*.9.Error Messae: The Modem Is Bot Installed or 2onfiured for###

*.7577./ow to >ebuild the Telephon#ini 'ile

Pro'r&m-S+eci$ic ssues

If the modem passes a dianostics test and wor(s with some prorams but not with others, it isprobably an issue that is specific to the proram# 0rorams can be bro(en down into two cateories,.+-bit prorams and 7-bit prorams:

.+-bit prorams:

.+-bit prorams access the 2?M port directly# To test if there is direct communication with

the 2?M port:.# 2lic( St&rt, point to Pro'r&ms, point to Accessories, point to (ommunic&tions,

and then clic( H%+erTermin&l#

If /yperTerminal is not installed on your computer, !iew the followin article in theMicrosoft )nowlede %ase for more information about how to install additional

components:

*.88.7Windows 98"98 Second Edition 2omponents for Typical, 0ortable

and 2ompact Setup

7# ouble-clic( H%+ertrm, type testin the !&mebo$, and then clic( O.## In the (onnect Usin'bo$, clic( )irect To (omx@where xis the serial port

number to which the modem is connectedA, and then clic( O.## In the its Per Secondbo$, clic( 9;33, and then clic( O.# Dou can !iew the

C2onnected h:mm:ssC messae on the status bar in bottom-left corner of the

/yperTerminal window#

# Type at, and then press EBTE># Dou recei!e an C?)C messae#

If you recei!e the C?)C messae, /yperTerminal is accessin the 2?M port directly# If your

.+-bit proram still cannot communicate with the modem on that 2?M port, contact theproram manufacturer# If you recei!e a C2ant open portC or C0ort already openC errormessae after step , there is a hardware issue, a resource conflict, or another proram

@such as a fa$ or !oice mail proramA that has control of the 2?M port# 'or additionaltroubleshootin steps, !iew the C2ould Bot ?pen 0ort Error MessaeC section in this article#

7-bit prorams:

If the modem wor(s with /yperTerminal, ial-;p Betwor(in, and 0hone ialer, but not withanother third-party 7-bit communications proram, the issue is with the third-party

proram# 'or information about how to resol!e the issue, contact the proram manufacturer#
http://support.microsoft.com/default.aspx?scid=kb;en-us;Q191444http://support.microsoft.com/default.aspx?scid=kb;en-us;Q120221http://support.microsoft.com/default.aspx?scid=kb;en-us;Q188125http://support.microsoft.com/default.aspx?scid=kb;en-us;Q191444http://support.microsoft.com/default.aspx?scid=kb;en-us;Q120221http://support.microsoft.com/default.aspx?scid=kb;en-us;Q188125


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how to troubleshoot modem problems in windows

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