Chapter 5 – Troubleshooting
Your 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 might encounter:
●None of the LEDs light when the modem is on.
●The modem does not respond to commands.
●The modem dials but is unable to make a connection.
●The modem disconnects while online.
●The modem cannot connect when answering.
●Data is being lost.
●There are garbage characters on the monitor.
●The modem doesn’t work with Caller ID.
●Fax and data software can’t run at the same time.
None of the Indicators Light
When you plug in the modem, the operating system detects and configures the modem, and the TR LED should come on.
If the TR LED does not come on, ensure that the driver has been installed.
Modem Does Not Respond to Commands
●Make sure you are issuing the modem commands from data communication software, either manually in terminal mode or automatically by configuring the software. (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 from your modem, your connections are good and the problem likely is in the connection setup in your communication software.
●Try resetting your modem by unplugging the USB cable from the modem, and then plugging it back in.
●Try rebooting the computer.
●The modem might have a problem beyond the scope of this user guide. If you have another Multi‐Tech modem, try swapping modems. If the problem goes away, the first modem is possibly defective. Call Technical Support for assistance.
Modem Dials But Cannot Connect
There can be several reasons the modem fails to make a connection. Possibilities include:
●Lack of a physical connection to the telephone line.
●Wrong dial tone
●Busy signal
●Wrong number
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