Introduction to Troubleshooting
This chapter describes common problems you may have with your modem and how to solve them. If you are unable to make a successful connection, or if you experience data loss or garbled characters during a connection, use the Initial Checklist below to begin the troubleshooting process. If the problem is not resolved after going through the Initial Checklist, review the Common Problems section for further troubleshooting recommendations. If you are still unable to make a successful connection, refer to Chapter 7 for information on how to reach a technical support technician via our
Initial Checklist
The following checklist will help to ensure the modem has been properly set up.
•Make sure the COM port you chose during setup matches the COM port set in your communications software. See Chapter 4 for more information.
•Check that the phone cord between the modem’s LINE jack and the wall jack is undamaged and firmly connected to both.
•If you have modem with voice capabilities and have connected a telephone to your modem, check that the phone cord between the modem’s PHONE jack and the telephone is undamaged and firmly connected to both.
•If you have a modem with voice capabilities and have connected a microphone to your modem, check the connection of the microphone plug to the modem’s MIC IN jack.
•If you have a modem with voice capabilities and have connected speakers to your modem, check the connection of the speaker plug to the modem’s LINE OUT jack.
•Retry whatever action was not working.
•If it still does not work, check the following section for a description and possible solution to your problem.
Common Problems
The following is a list of common problems associated with using a modem:
•The modem does not respond to commands.
•The modem dials but cannot make a connection.
•The modem disconnects while online.
•The modem cannot connect when answering.
•File transfer appears slower than it should be.
•Data is being lost.
•Garbage characters display on the monitor.
•Fax and communications software won’t run at the same time.
Use the following instructions to guide you through troubleshooting these problems before contacting Technical Support:
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