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Motorola V.34-SDC, and V.32bis, 326X V.34 manual Assumptions, First Step, Troubleshooting Steps

Models: V.34-SDC and V.32bis 326X V.34

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Troubleshooting

Introduction

Most problems encountered when installing and using the modem can be corrected if you carefully read and follow the instructions in the documentation. Use the Troubleshooting section of this chapter to analyze and correct problems before calling Motorola’s Customer Support Center.

The section after the troubleshooting guide tells you how to initiate and terminate tests. Chapter 4 of the326X Series Modem Reference Guide contains detailed information on these tests.

Assumptions

•The modem is set to factory default configurations.

•The modem has been installed with all initial cabling complete.

Troubleshooting

This section discusses:

•Dial operation problems

•Synchronous data compression (SDC) mode problems

•Leased line operation problems

The First Step

First, confirm that your data communications application is set up correctly:

•Confirm that your communications software is configured for the correct serial port to which your modem is connected (i.e., COMM1, COMM2, etc.)

•Confirm the COM port is configured for the data rate, word length, and parity your configuration requires

•Confirm that the cable connecting the modem to the host equipment is a

DCE-to-DTE straight-through cable

•Confirm the electrical interface of your modem (V.35 or RS-232) and ensure that you have the correct cable installed

Troubleshooting Steps

Use the table that follows to match your problem with a diagnosis and solution.

6-2 Troubleshooting Guide

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Motorola V.34-SDC, and V.32bis, 326X V.34 manual Assumptions, First Step, Troubleshooting Steps

Contents

Motorola Restricted Rights Notification for U.S. Government Users Proprietary Material Page Contents Installing the Modem Using the AT Automatic Calling Interface Appendix B. Cabling and Interface Pinouts Glossary Return Procedures Contents Using the Documentation Set Overview 326X Series Modem FamilyProduct Family Model Numbers This Model Number... Denotes Using the Documentation Set How to Use the Documentation SetDocumentation Target Audience 326X V.34 Series Modem Reference Card T0009-01 326X V.34 Series Modem User’s Guide T0009 Trademarks References326X Series Modem Reference Guide Using the Documentation Set Conventions Special Notices Messages spéciaux Mise en GardeAvertissement Besondere Hinweise Precaucion Using the Documentation Set Avisos EspecialesAdvertencia Xviii Motorola Information System Group ISG Customer Information Introduction Motorola ISG Customer Information Sales-Related Issues Information on Product TrainingQuestions about Billing Comments about the Manual User Documentation Xxii Customer Response Card Business Reply Mail Contents Chapter Introduction From a network management system NMS Safety and Operational Notices Repair Operating the Modem from the Front Panel Lightning Automatic Calling Interfaces ACUs Selecting Programmed Option Sets25bis ACU ITU-T V.34 Compliant Modulation Mode Modulation Mode CharacteristicsManaging a Modem Restoring Data Transmission Automode/Multimode Feature Synchronous Data Compression SDC FeatureCompatibility in V.34 Modulation Mode Remote Configuration Error Correction and Data CompressionSecurity Status Snapshots Troubleshooting V.54 and V.22bis Tests Adaptive Rate SystemCountry-Specific Information NET Compliance Modem Installing the Modem Chapter Appendix C Appendix B U.S.A Outside the U.S.A Unpacking the ModemOne User’s Guide One Reference Card Additional Equipment Required Choosing a Site Connecting the Modem Rear Panel ConnectorsAn AC power switch Modular jacks for making Electrical Interfaces-EIA/TIA-232 and ITU-TS Operating at V.34 DTE Rates Ferrite Cylinders Models 3261 and 3266 Dial Line ConnectionsModels 3267 Modems Installing a Ferrite Cylinder on an Audio Cable Installing a Ferrite Cylinder on a DTE Cable Installing a Ferrite Cylinder on a Power Cable Installing a Ferrite Cylinder on a Power Cable Important Information About the Modulus Enclosure Front Door Important Information About the Modulus Enclosure Cabling the Modem 3265 Modem Cabling Connecting the Modem to a Network Management System Connecting to a 9110 NMS 11. Connecting Modems in a Daisy Chain Configuration Turning on the Modem After Installing the Modem Handling Error MessagesAutomatic Self-Test Self-Test Messages Installing the Modem Contents Getting Started System Requirements for Software Upgrades Configuring and Operating the ModemUsing the Front Panel If You Are Unsure of Your DTE’s Data Format 326X LEDs 326x ReadyName Description Front Panel Display RC/NC Navigating the Configuration Menu Tree Setting Configuration Options from the Front PanelMenu Structure Front Panel Keys Talk/Data Switch Example Accessing a Configuration OptionStatus Displays Using the Modem with a Network Management System NMS Where Do I Go from Here?Operating Status Displays Option Sets/Dialing Options Using the AT Automatic Calling Unit ACU Using the Modem with an Async Terminal Using the Modem with a PC and Async Communications Software Selection, refer to Other Call Establishment Methods 25bis ACU for Sync or Async ApplicationsNetView LPDA-2 ACU for Sync Applications NetView LPDA-2 ACU for synchronous applications Sync Dialing from an IBM AS External Auto-Call UnitsPage Configuring the Modem Option Set 4-Synchronous Leased Line Applications with Select the Modem’s Preconfigured Option Set Configuring the Modem for Use with Communications SoftwareCommunications Software Package Operating Notes Operating Notes General Notes Direct Operating Mode Set Modem Flow=Off Reinitializing Memory Using the AT&F Command Preparing for OperationIf the Communications Software and Modem Do Not Operate Reinitializing Memory from the Front Panel Configuration Option Sets What is an Option Set?Option Set Summary-326X V.32bis and V.34 Modems Option Set Summary-326X FAST-SDC Modem Option Set 1-Async Calls to Central Site Using the AT ACU Option Set Descriptions-326X V.32bis and V.34 Modems Option Set Descriptions-326X FAST-SDC Modems Option Set 2-Sync Dial A/B Restoral Option Set 3-Sync Dial Only Configuring an Option Set To create a customized option set Do not turn off modem power until Save COMPLETED! appears Option Set Defaults Option Set Defaults-326X V.32bis and 326X V.34 ModemsSave Changes=n Option Set Parameter 3260/62/65/67 3261/63/66/68 Terminal OPT’S XON/XOFF Option Set Option Set Defaults-326X-SDC V.34 ModemOption Option Set 3261/63/66/68 DTE Rate Auto 56.0 U.S. A., Canada Other countries Flow Ext Cntrl Pin Inactivity S30 326X V.32bis and 326XFAST Modem Application Examples For This Type of Application Select Option Set 1-Async Calls to Central Site Using AT ACU Changing Default Configuration Settings Option Set 2-Sync Answering Central Site Without ACU Option Set 3-Sync Calls to Central Site, V.25bis ACU Synchronous Dialing from an IBM AS 326XFAST-SDC Modem Application Examples Mode=Originate in the other modem Configuring the Modem for SDC Operation SDC Pre-Operation NotesOperational Requirements Optimizing Network Performance Ensuring Optimum Network Performance in SDC Mode SDC Option Set 1-Async Calls to Central Site Using AT ACUSDC Sample Applications SDC Option Set 2-Sync Dial A/B Restoral To 33.6 kbps SDC Option Set 3-Sync Dial Only X-SDC Dial-Only Application-Option Set Bandwidth On Demand Bandwidth On Demand-Option Set Point-to-Point Leased Line Application with Dial Restoral Select SDC Option Set 4 for this application When Remote Access Reset Is Disabled Remote Access ResetOperation Configuring the Modem Using the AT Automatic Calling Interface Industry-Standard AT Command Set-AT and AT What is the Attention AT Command Set? Using AT CommandsEntering AT Command Lines To enter a single AT command line To enter multiple AT commands on a single command line AT Command String ExamplesFor Further Detail on AT Commands Interpreting AT Command Strings Autobaud Feature Escape Sequence-+++Valid Autobauding Character Formats Start Bit Data Bits Parity Stop Bits Non-Configuration AT Commands To use the escape sequence with guard time ATA, Manual Answer Re-Execute Last CommandATD, Dial ATH, Hang Up ATO, Leave Command ModeATI, Display Software Information Registers AT*RD, Redial Last NumberDisplaying and Changing S-Register Values Display S-Register Value ATSn? Register Descriptions Display S-Register Value AT?Change S-Register Value ATSx=n Change S-Register Value AT=x Register 1-Ring Count Register 2-Escape Code CharacterRegister 3-Carriage Return Character Register 4-Line Feed Character Register 6-Wait for Dial Tone Register 5-Backspace CharacterRegister 7-Wait for Data Carrier Register 8-Pause Time for Pause Delay Dial Modifiers Register 10-Carrier Loss Hang Up Delay Register 11-DTMF Tone Duration Register 18-Test TimerRegister 12-Escape Code Guard Time Register 26-RTS/CTS Delay Register 25-Delay Before Looking for DTRRegister 30-DTE Inactivity Disconnect Register 38-Disconnect Buffer Delay Register 45-Access Security Tone DurationRegister 46-Access Security Lead Digit Delay Timeout Register 96-Signalling System #5 Register 97-Break Signal Duration Register 98-AC Detect Register 99-V.32 Training Time Troubleshooting Guide Troubleshooting Troubleshooting StepsAssumptions First Step Call Establishment Max Rate AT*MX Min Rate AT*MN Data Mode Flow control Call Termina Tion Fast Call=Off AT*FC0 in it Modem won’t connect 326X Series Modem Diagnostic Tests Test Description Command Synchronous Data Compression SDC Testing To initiate a test from the modem’s front panelPage Configuration Quick Reference Appendix a Configuration Quick-Reference-Menu Trees Configuration options and functionsFor More Detail Audience and Assumptions Figure A-1. The 326X Series Modem Menu Structure Part 1 Figure A-2. The 326X Series Modem Menu Structure Part 2 Figure A-3. The 326X Series Modem Menu Structure Part 3 Figure A-4. The 326X Series Modem Menu Structure Part 4 Stored #=n Dial FromAsync Echo Volume SpeakerDial RsltCode Longspace Select Options Reinitialize Memory Guard ToneGuard Tone Display Modem ID Telco LineAT Form Pulse Cycle RTS signal from the DTE, set the modem RTS= Normal CTS ControlMode=Direct DSR Control Power Up ClockEnter Phone # Answer Asym Rate Ans Rest Auto Type Blind DialBreak Mode See the AT&Z command description Default DialingBuffer Delay =Off Off setting disables the Delay option Data Compression Dial WaitDial Wait DTE Rate Data Form RTS/CTS DelayTo D Pause Delay DTR DelayAuto Redial Stored# Flow Flow Control Hold DL Line DTE CtLine Compen To L Pstn Signaling LAL Busy OutLink Phone #’s Low Speed Mod Modem FlowMin Rate AT Msg AT MessageMax Rate Maximum Rate Buffers Netwrk CompView Phone # Ext Cntrl Password OverspeedSet Protection Unlock Pass Restore Change PassWord Rmt Acc Parity ParityRTS Control Retrain Speed Conver Inactivity RTS/DCD Remote Signaling Throughput Minimization DelayRemRTS/DCD TpDlyMin Call Timeout Call TimeoutTone Length Tone Length Callback Feature Access security password from the remote modemDisplays only when selected by an NMS This command defines dial command limitations Password Verification Rem Num Rqrd Remote Number RequiredSim Ring Simulated Ringback Table A-2 Front Panel Configuration Options Sync Idle V25 RespLPDA2 Addr LPDA2 Det Group PW OverrideModeNC Address NC PortRate Performing Numeric Entry Front Panel Option Description Register AT Command Front Panel Option Register/AT Command Cross-ReferenceTable A-3 Register Cross-Reference Table A-4 Dial Modifiers Dial Modifiers for Special Dialing RequirementsModifier Function Description Table A-4 Dial Modifiers Result Codes Table A-5 Result Codes Connect Configuration Quick Reference A-43 Table A-6 Rear Panel Switches Configuring the Modem’s Dual In-line Package DIP SwitchesSwitch Number Setting Function Configuration Quick Reference A-45 Page Appendix B Cabling and Interface Pinouts 326X/326X-SDC cabling requirements and diagnostics Pin 232-D ITU Signal DefinitionEIA/TIA 232-D Modem to Computer Interface Table B-1 Modem/Computer Interface Connections Models 3261/3263/3266/3268 only. Signal passed from modem to ITU Recommendation V.35 Modem-to-Computer Interface Figure B-1 XFAST-SDC Series Modem with ITU V.35 Interface ITU Rate V.35 Modem-to-Computer Interface Pinouts Pin Signal DefinitionTable B-2 ITU V.35 Modem/Computer Interface Connections Dial LINE, Lease Private LINE, Phone Connector Pinouts Differences, EIA/TIA 232-D and ITU Rate V.35 Interfaces Table B-3 Network Control Port Connector Pinouts NC Network Control Port PinoutsCabling Cable Considerations Table B-4 Maximum Cable Capacitance per Data Rate Table B-5 Motorola DB-25 Low Capacitance Cables for Motorola Product Up to Description Code Kbps ft Kpbs ft DTE Cable Diagnostics Table B-6 Vendor Wire for Cabling and Interface Pinouts B-11 Page Appendix C Canada Country Support Installation Notes Restricted Features SummaryModels 3265/3266 All Models Setting AT Command AT*AA1 Feature Australia Austria Belgium Canada Czech Republic Feature Poland Denmark Finland France Feature Germany Hong Kong Ireland Israel Feature Italy Japan Malaysia Netherlands AT*DD2 AT*DD3 Feature Norway Portugal South Africa SpainAT*DR1 AT*DR2 AT*DR3 AT*DR4 AT*LL Feature Sweden Switzerland United Kingdom Universal AT*DD4 AT*DD3AT*DD3 S7 AT*DD9 AT*DP AT*DR1 AT*DR2 AT*DR3 AT*LL Operating Notes Standalone Modem Rear Panel Views Modem Rear View Leased Line, Dial Restoral Dial Only ModemModem Rear Panel Dial Only Modem Rear Panel-View a Figure C-3.View a Rear Panel Layout 3265 Dial Only Modem Rear Panel-View C Modem Rear Panel-View BModem Rear Panel-View D Modem Leased Line with Dial Restoral For an Illustration of the Enclosure Card Backplane Wire Leased Line Interface Models 3260/3265 Rear Panel Interface PinoutsStandalone Models 3260/65 and 3261/66 Interface Pinouts Dial Line Interface Models 3260/3265 Wire Leased Line Interface Models 3261/3266 Phone Connector Interface Models 3260/3265Dial Line Interface Models 3261/3266 Table C-6 Wire Leased Line Interface Models 3261/3266 Phone Connector Interface Models 3261/3266 Card Models 3262/67, 3263/68 Backplane Interface PinoutsDial Line Interface All Card Models Table C-7 Phone Line Interface Models 3261/326 Wire Leased Line Interface Models 3262/3267 Wire Leased Line Interface Models 3263/3268Table C-9 Wire Leased Line Interface Models 3262/3267 Table C-10 Wire Leased Line Interface Models 3263/3268 Australia-Delayed Call Lists Delayed and Forbidden ListsAustria-Forbidden Call Lists Belgium-Delayed Call Lists Finland-Delayed Call Lists France-Delayed and Forbidden Call Lists Hong Kong-Delayed Call Lists Ireland-Delayed Call Lists Netherlands-Delayed Call Lists Norway-Delayed Call Lists Spain-Delayed Call Lists Other Country-Specific InformationCanada DOC Registration and Requirements Industry Canada Equipment Attachment Limitations Canadian Emissions Statement Table C-12 Dial Line Connector Pinouts for Jack Operation Table C-13 Phone Connector Pinouts for Jack OperationRear Panel Pinouts Modem Table C-15 Phone Connector Pinouts for Jack Operation Table C-14 Dial Line Connector Pinouts for Jack OperationTelco Option AT&J Hong Kong and United Kingdom-BABT Regulations Denmark-Blind DialingCompliance with BS6328 Part 1 1982 Section Compliance with BS6305 Clause 6.2, BS6320 Clause Compliance with BABTSITS/82/01/C and BABT/SITS/ 82005S/DRinger Equivalence Number REN Compliance with BABT/SITS/83/08/A Clause Compliance with BS6789 .11986 Clause Compliance with BS6301 Compliance with DTI 83/009ICompliance with Babt Sits 83/009 Section D Application for Installation of Telephone Socket Installation of Telephone SocketFCC Registration FCC Regulations Dial Line Jack Types Pin Voice Jack PermissivePin Data Jack Programmable Jack Type Description Table C-16 Dialline Connector Pinouts for Jack Operation Table C-17 Phone Connector Pinouts for Jack OperationJack Leased Connector Pin No Function Dial Line Telco Jack Selection Table C-18 Dial Line Connector Pinouts for Jack Operation Table C-19 Phone Connector Pinouts for Jack Operation Connecting an Exclusion Key Telephone Dial and Leased Line Transmit LevelsMaking Telephone-to-Modem Connections Dial Line Transmit Level Declaring The Jack Type RJ4MB4 Using the Modulus Backplane’s Busy Out Feature Table C-21. Backplane Pin Settings for Busy Out, Modulus Table C-20. Backplane Pin Settings for Busy Out, ModulusPin Pair Function A. and Canada Other UI Countries Modem a Modem B Country-Specific Information Glossary ACU CRC EIA ITU-TS Pstn SYN Return Procedures Equipment Return Procedures Expiration of LeaseFactory Repair Packaging Guidelines for Equipment Return Index DOC FCC Phone SDC Index-6