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Contents:

Product Features

Uninstallation
Instructions

Troubleshooting >

Technical Reference

Glossary

Regulatory Information

User's Guide and Reference

Troubleshooting and Help Resources

This chapter covers:

Sportster® External 33.6 Faxmodem

Macintosh Modems

Help Resources

Are You Still Having Problems?

If You Need to Return the Modem to USRobotics for Repair

 

Sportster® External 33.6 Faxmodem

Basic Troubleshooting Steps

  1. Is your modem turned on? When your modem is properly connected to power and is turned on, the CS light on the front panel will be on.

  2. Is your power supply connected properly to both your modem and an electrical outlet? If it is, check the outlet with another electric device (like a lamp) to be sure that you are getting power. Also, use the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem.

  3. Are you using the proper cable to connect your modem to your computer? Make sure you are using an RS-232 modem cable. Check the packaging of the cable you bought. There are many computer cables that look similar to an RS-232, such as a Null Modem cable, that will not work with this modem. Depending on whether you have a 9-pin or 25-pin serial port on your computer, you will need either a DB9/DB25 or a DB25/DB25 serial cable. See the diagrams below.

You need a
DB9F/DB25M
RS-232 serial cable.
You need a
DB25F/DB25M
RS-232 serial cable.
  1. Are the DIP switches on the back of your modem set correctly? DIP switches 3, 5, and 8 should be in the down position. See the diagram below for the correct settings.
  1. Is your phone cord properly connected? The phone cord should be plugged into the jack labelled on the modem and into the wall phone jack. Use the phone cord included in your modem's box if possible.

 

My computer isn't recognizing my modem.

Possible solution:

You may be using a COM port that is either already in use or not configured correctly. To work properly, this modem needs to be plugged into an enabled serial port which is assigned to a free COM port. Typically, most computers have two serial ports assigned to COM 1 & 2 respectively.

Windows XP/2000

Make sure your COM port is not already in use by another modem. Click Windows Start, Settings (for Windows 2000 only), and Control Panel, and then double-click Phone and Modem Options. Click the Modems tab. Look for another modem already in the machine. If there is another modem listed, check which COM port it is using. If a previous modem is already using the available COM port, you can either use another COM port or uninstall the previously installed modem. See your previous modem's manual for uninstallation instructions.

Next make sure that your COM ports are configured correctly. Right-click the My Computer icon on your desktop. Click Properties. Click the Hardware tab. In the "Device Manager" section, click Device Manager. Look under Ports ( COM & LPT ). If the Communications ports have yellow exclamation points or red Xs over them, your COM ports may be configured incorrectly. If this is the case, you may need to contact your computer manufacturer.

It is also possible that you may be plugging your external modem's cable into a disabled serial port. Refer to your computer's manual for information about enabling COM ports. This usually involves altering the BIOS settings and possibly the operating system. You may need to call your computer's manufacturer to change your BIOS settings if they are incorrect.

Windows 95/98/Me

Make sure your COM port is not already in use by another modem. Click Windows Start, Settings, and Control Panel, and then double-click Modems. If you have Windows Me and you do not see this icon, be sure to select view all Control Panel options on the left side of this window. Look for another modem already in the machine. If there is another modem installed, click the Diagnostics tab to find out which COM port it is using. If a previous modem is already using the available COM port, you can either use another COM port or uninstall the previously installed modem. See your previous modem's manual for uninstallation instructions.

Next, make sure that your COM Ports are configured correctly. Right-click the My Computer icon on your desktop. Click Properties. Click the Device Manager tab. Look under Ports ( COM & LPT ). If the COM Ports have yellow exclamation points or red Xs over them, your COM ports may be configured incorrectly. If this is the case, you may need to contact your computer manufacturer.

It is also possible that you may be plugging your external modem's cable into a disabled serial port. Refer to your computer's manual for information about enabling COM ports. This usually involves altering the BIOS settings and possibly the operating system. You may need to call your computer's manufacturer to change your BIOS settings if they are incorrect.

Windows NT

Click Windows Start, Settings, and then Control Panel. Double-click Ports. Make sure the port you are plugging the modem into appears in the list. If it does not, the port needs to be added, and possibly enabled in the BIOS. Consult your Windows NT manual for information about adding ports. After you add or enable the port, follow the instructions on the front of the Installation Guide that came with your modem to install your modem.

My software isn't recognizing my modem.

Possible solution:

Your communications software may not function properly if you have more than one version of the software installed, you are using an older version, or you have more than one communications software installed on your system. We highly recommend using the communications software provided with your modem on the Installation CD-ROM.

Possible solution:

Make sure the modem is plugged in and turned on. If it is, check the outlet with another electric device (like a lamp) to be sure that you are getting power. Also, you must use the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. When your modem is properly connected to power and is turned on, the CS light on the front panel will be on.

Possible solution:

Your software's port settings may be incorrect. Make sure the software's port settings match those for your modem. This information is on the Installation Guide that came with your modem. There should be a place in the Setup section of your software for this.

Possible solution:

Windows XP/2000

You may not have the correct modem type selected in your software or in Windows. Click Windows Start, Settings (Windows 2000 only), and Control Panel. When Control Panel opens, click Phone and Modem Options. Click the Modems tab. Here you will see a list of installed modems. You can also add, remove, or view the properties of modems from this window. The USRobotics modem you have installed should be present in the list of installed modems. If none of the modem descriptions in the list matches your USRobotics modem or no modems are listed, your modem is not properly installed. Try reinstalling your modem using the instructions on the Installation Guide.

Windows 95/98/NT/Me

You may not have the correct modem type selected in your software or in Windows. Click Windows Start, Settings, and Control Panel. When Control Panel opens, double-click Modems. Here you will see a list of installed modems. You can also add, remove, or view the properties of modems from this window. The USRobotics modem you have installed should be present in the list of installed modems. If none of the modem descriptions in the list matches your USRobotics modem or no modems are listed, your modem is not properly installed. Try reinstalling your modem using the instructions on the Installation Guide.

Possible solution:

Windows XP

If you are using Dial-Up Networking, it may not be configured correctly. Check your configuration and make sure you have the correct port selected. Click Start, Control Panel, and double-click Network Connections. Double-click the description of the dial-up networking connection, and select Properties. Make sure that the description in the "Connect Using" box (under the General tab) matches the description of the modem you are using. If it doesn't match, select the proper modem description.

Windows 2000

If you are using Dial-Up Networking, it may not be configured correctly. Check your configuration and make sure you have the correct port selected. Click Windows Start, point to Settings and click Network and Dial-up Connections. Make sure that the description in the "Connect Using" box (under the General tab) matches the description of the modem you are using. If it doesn't match, select the proper modem description.

Windows 95/98/NT/Me

If you are using Dial-Up Networking, it may not be installed or configured correctly. Check your configuration and make sure you have the correct port selected. Double-click My Computer, double-click Dial-Up Networking, right-click the connection you are trying to use, and select Properties. Make sure that the description in the modem box matches the description of the modem you are using. If it doesn't match, select the proper modem description.

My modem won't dial out or doesn't answer incoming calls.

For both dialing and answering problems:

Possible Solution:

Make sure that you are using the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem.

Possible Solution:

You might have a bad phone cord connection to your modem, or your phone cord may be plugged into the wrong jack. The phone cord should be plugged into the jack labelled on the modem and into the wall phone jack. Use the phone cord included in your modem's box if possible.

Possible Solution:

You may have devices between the modem and the phone jack. There should be no line splitters, fax machines, or other devices between the modem and the wall jack.

Office Users

Possible Solution:

You may have plugged your modem's phone cord into a digital line, which can damage your modem. Contact your phone system administrator if you are unsure whether or not your phone line is digital.

If your phone system requires dialing "9" to access an outside line, be sure to add "9" before the number you are dialing.

Dialing Problems for Voice Mail Users

Possible Solution:

If you have voice mail provided by your local phone company, your dial tone may be altered when messages are waiting. Retrieve your voice mail to restore your normal dial tone.

My modem sounds like it's trying to connect to another modem but fails.

Possible Solution:

You may have a poor connection. All calls are routed differently, so try placing the call again.

Possible Solution:

Make sure that the DIP switches on the back of your modem are set correctly. DIP switches 3, 5, and 8 should be in the down position. See the following diagram for the correct settings.

 

 

Macintosh Modems

Basic Troubleshooting Steps

  1. Is your modem turned on? When your modem is properly connected to power and is turned on, the TR and CS lights on the front panel will be on.

  2. Is your power supply connected properly to both your modem and an electrical outlet? You must use the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. When your modem is properly connected to power and is turned on, the TR and CS lights on the front panel will be on. If they are not, check your outlet with another electrical device to be sure you are getting power.

  3. If there are DIP switches on the back of your modem, are they set correctly? DIP switches 1, 3, 5, and 8 should be in the down position. See the following diagram for the correct settings.

  1. Is your phone cord properly connected? The phone cord should be plugged into the jack labelled on the modem and into the wall phone jack. Use the phone cord included in your modem's box if possible.

  2. Make sure you are using the proper cable and that it is connected to the proper port on the back of your Macintosh computer. This modem requires a hardware handshaking cable. Make sure it is connected to the modem port on the back of your computer and not the printer port.

My computer isn't recognizing my modem.

Possible Solution:

Make sure the modem is plugged in and turned on. Also, you must use the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. When your modem is properly connected to power and is turned on, the TR and CS lights on the front panel will be on. If they are not, check your outlet with another electrical device to be sure you are getting power.

Possible Solution:

Make sure you are using the proper cable and that it is connected to the proper port on the back of your Macintosh computer. This modem requires a hardware handshaking cable, which is packaged with your modem. Make sure it is connected to the modem port on the back of your computer and not the printer port.

My software isn't recognizing my modem.

Possible Solution:

Your communications software may not function properly if you have more than one version of the software installed, you are using an older version, or you have more than one communications software installed on your system. We highly recommend using the communications software provided with your modem on the Installation CD-ROM.

Possible Solution:

Make sure the modem is plugged in and turned on. Also, you must use the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem. When your modem is properly connected to power and is turned on, the TR and CS lights on the front panel will be on. If they are not, check your outlet with another electrical device to be sure you are getting power.

Possible Solution:

Verify that your communications software is set to use the Modem port. If this is not the case, either change the setting in your software or physically change your modem's connection to your Macintosh computer. Refer to your software manual for information about changing modem settings.

My modem won't dial out or doesn't answer incoming calls.

FOR BOTH DIALING AND ANSWERING PROBLEMS:

Possible Solution:

Make sure that you are using the power supply that came with your modem; other similar-looking power supplies may be of different voltages and could damage your modem.

Possible Solution:

You might have a bad phone cord connection to your modem, or your phone cord may be plugged into the wrong jack. The phone cord should be plugged into the jack labelled on the modem and into the wall phone jack. Use the phone cord included in your modem's box if possible.

Possible Solution:

You may have devices between the modem and the phone jack. There should be no line splitters, fax machines, or other devices between the modem and the wall jack.

Office Users

Possible Solution:

You may have plugged your modem's phone cord into a digital line, which can damage your modem. Contact your phone system administrator if you are unsure whether or not your phone line is digital.

If your phone system requires dialing "9" to access an outside line, be sure to add "9" before the number you are dialing.

Dialing Problems for Voice Mail Users

Possible Solution:

If you have voice mail provided by your local phone company, your dial tone may be altered when messages are waiting. Retrieve your voice mail to restore your normal dial tone.

My modem sounds like it's trying to connect to another modem but fails.

Possible Solution:

You may have a poor connection. All calls are routed differently, so try placing the call again.

Possible Solution:

Make sure the DIP switches on the back of your modem are set correctly. DIP switches 1, 3, 5, and 8 should be in the down position. See the following diagram for the correct settings.

 

Help Resources

If you have not fixed your problem after trying the suggestions in the "Troubleshooting" section, you can receive additional help via the USRobotics Web site:

World Wide Web

Contains useful product information, documents, and manuals. Log on to: http://www.usr.com/support

 

Are You Still Having Problems?

  1. Review this manual.
  2. Call or visit your modem dealer. Your dealer may be able to provide immediate assistance.
  3. If your dealer can't help you, contact Customer Support. Your modem's model number is 0839. You will need this number if you ever need to contact technical support via the telephone.

Customer Support via E-mail

Leave a message for a USRobotics technician at: http://www.usr.com/emailsupport

Customer Support via the Phone

Technical questions about USRobotics modems can be answered by technical support specialists.

Be sure to have your modem's model number handy before you call tech support. See your installation guide for your model number.

In the United States

(801) 401-1141

In Canada

(801) 401-1145

9:00 A.M. - 5:00 P.M. CST Monday - Friday

Automated service is available 24 hours a day, 7 days a week. Be sure to have your serial number and your model number readily available.

USRobotics also staffs its own fee-based 900 number for immediate assistance. These lines are staffed from:

9:00 A.M. - 5:00 P.M. CST Monday - Friday
No-Hold line: (900) 555-USR1

For a no-hold call, a $2.50 per minute (price subject to change without notice) will appear on your local phone bill. You must be 18 or older or have parental permission. (Service available in the U.S. only.)

If You Need to Return the Modem to USRobotics for Repair

Contact USRobotics Customer Support. If the support representative determines that you need to return the modem for repair or replacement, you will receive an RMA number. You must have an RMA number before returning the modem to USRobotics.

Ship the unit, postage paid, in a strong box made of corrugated cardboard with plenty of packing material. Do NOT send the modem back in the original box.

Send ONLY the modem (NOT the power supply, manuals, CD-ROM, etc.).

Include your RMA number, name, and address on the shipping label as well as inside the package.

Please contact our support center for an RMA number before sending your product to the repair address. Product sent to the repair address without an RMA number will be returned unopened.:

In the United States:
USRobotics/Chino
14430 Monte Vista Avenue
Chino, CA 91710

In Canada:
USRobotics
Unit-100, 13751 Mayfield Pl.
Richmond, B.C. Canada V6V 2G9




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