126 Troubleshooting
• If you have other telephone devices sharing the line, such as an answering
machine, fax machine, surge protector, or line splitter, then bypass them
and connect the modem directly to the telephone wall jack. If you are
using a line that is 3m (10 ft) or more in length, try a shorter one.
RUN THE MODEM HELPER DIAGNOSTICS —
Windows XP:
1
Click
Start
→
All Programs
→
Modem Helper
.
2
Follow the instructions on the screen to identify and resolve modem
problems. Modem Helper is not available on certain computers.
Windows Vista :
1
Click
Start
→
All Programs
→
Modem Diagnostic Tool
.
2
Follow the instructions on the screen to identify and resolve modem
problems. Modem diagnostics are not available on all computers.
VERIFY THAT THE MODEM IS COMMUNICATING WITH WINDOWS —
Windows XP:
1
Click
Start
→
Control Panel
→
Printers and Other Hardware
→
Phone and
Modem Options
→
Modems
.
2
Click the COM port for your modem
→
Properties
→
Diagnostics
→
Query
Modem
to verify that the modem is communicating with Windows.
If all commands receive responses, the modem is operating properly.
Windows Vista :
1
Click
Start
→
Control Panel
→
Hardware and Sound
→
Phone and
Modem Options
→
Modems
.
2
Click the COM port for your modem
→
Properties
→
Diagnostics
→
Query Modem
to verify that the modem is communicating with
Windows.
If all commands receive responses, the modem is operating properly.
ENSURE THAT YOU ARE CONNECTED TO THE INTERNET —Ensure that you have
subscribed to an Internet service provider. With the Outlook Express e-mail
program open, click File. If Work Offline has a check mark next to it, click
the check mark to remove it, and then connect to the Internet. For help,
contact your Internet service provider.
book.book Page 126 Wednesday, September 16, 2009 11:12 AM