Chapter 4 – Troubleshooting
Chapter 4 – Troubleshooting
Your MultiModemZDX 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 may encounter:
None of the LEDs light when the modem is on.
The modem does not respond to commands.
The modem dials but cannot connect.
The modem disconnects while online.
The modem cannot connect when answering.
File transfer is slower than it should be.
Data is being lost.
There are garbage characters on the monitor.
Fax and data programs can’t run at the same time.
If you experience problems, please check the following possibilities before calling Technical Support (see Appendix C).
None of the LEDs Light When the Modem Is On
When you turn on the ZDX, the LED indicators on the front panel should flash briefly as the modem runs a self- test. If the LEDs remain off, the modem is probably not receiving power.
Make sure the modem’s power switch is on, especially if you normally turn on the modem by turning on a power strip.
If the power supply is plugged into a power strip, make sure the power strip is plugged in and its power switch is on. Make sure the power supply module is firmly connected to the modem and to the wall outlet or power strip.
If the power strip is on and the modem switch is on, try moving the modem power supply to another outlet on the power strip.
Test that the outlet is live by plugging a lamp into it.
The modem or power supply may be defective. If you have another
CAUTION: Do not under any circumstance replace the power supply module with one designed for another product, as it can damage the modem and void your warranty.
The Modem Does Not Respond to Commands
Make sure the modem is plugged in and turned on. (See “None of the Indicators Light when the Modem Is On.”)
Make sure you are issuing the modem commands from a data communication program, either manually in terminal mode or automatically by configuring the program. (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 ENTER. If you get an OK response, your connections are good, and the problem likely is in the connection setup in your communication program.
Try resetting your modem by turning it off and on.
If you don’t get an OK, the problem may still be in the communication program. Make sure you have done whatever is necessary in your software to make a port connection. Not all communication programs connect to the COM port automatically. Some connect when the software loads and remain connected until the program terminates. Others can disconnect without exiting the program. The modem’s TR indicator lights to show that the software has taken control of the modem through the COM port.
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