USRobotics

 

 

 

 

Contents:

Installing the Modem

U.S. Robotics SureConnect ADSL Utility

     Monitor Tab

     Test Tab

     Configuration & About

Reconfiguring your ADSL Settings

Uninstall Modem Software

Troubleshooting

ADSL Standards and Protocols

USRobotics Corporation Limited Warranty

Regulatory Information

Glossary

USRobotics SureConnect

ADSL USB Modem User Guide

 

Windows 98, 2000, Me, and XP

Troubleshooting

To help diagnose the problem, use the checklist below to help troubleshoot. 

  • Confirm that you have secured the telephone cable to the telephone wall jack and to the modem.
  • Confirm that you have secured the USB cable to the USB port on the computer and to the modem.
  • Have you contacted your Internet Service Provider to order ADSL service to your home? If you have yet to contact your ISP, you must do so as the modem will be inoperable without acquiring proper service from an ISP.
  • Verify that you are installing your ADSL equipment AFTER the “Service Completion Date” given to you when you ordered your ADSL Internet Service. If you have yet to contact your ISP, you must do so as the modem will be inoperable without acquiring proper service from an ISP.
  • Confirm you do not have a microfilter connected to the same telephone cable that your ADSL modem is connected to. If you do, remove it.
  • Are your VPI/VCI, Encapsulation Mode, and Modulation correct for your ISP? If your ISP was not listed in the choices during the installation or if you selected the wrong ISP, you may need to manually configure your modem. Go to the Manual Configuration instructions located in the Manual Configuration section of this Quick Installation Guide.
  • If you were given software by your ISP to install, you need to install it.
  • If your ISP did not give you any software, you will need to connect using the dial-up connection on the desktop.
  • Run a test using the USRobotics SureConnect ADSL utility to identify any possible problems. For more information about how to run a test refer to the USRobotics SureConnect ADSL utility sections of this section.

Status LEDs

The USRobotics ADSL USB Modem contains three LEDs on the front of the modem.  The first is the “PWR” LED, the second is the data transfer “USB” LED and the third is the “ADSL” LED.  The operational status of the modem is indicated by the LED conditions listed below.

LED

Status

Description

PWR

On Green

Indicates that power is detected from the host PC (USB bus).

Off Green

No power is detected or the modem is not installed.

USB

Flashing Green

Data traffic is flowing.

Off Green

No data traffic is flowing through the USB link.

ADSL

On Green

Indicates that a DSL link has been established.

Flashing Green

Indicates that a DSL link is being negotiated.

Off

The DSL link has failed.

Troubleshooting Tips

My computer failed the system qualification test.

When I plugged in my modem the New Hardware Wizard did not display.

I ran a test using the USRobotics SureConnect utility and the Modem test failed.

I ran a test using the USRobotics SureConnect utility and the Line test failed.

I ran a test using the USRobotics SureConnect utility and the Internet Connection Test failed.

The installation failed - How to uninstall the modem.

When I complete my installation the Test tab of the USRobotics SureConnect ADSL utility displays and I can't surf the Internet.

I received a "Page Not Found"; or similar error.

The drivers are installed, the PWR LED is on, the phone line is connected, but the ADSL LED is off or keeps flashing.

I can't connect to the Internet.

Manual Configuration

Technical Support

My computer failed the system qualification test.

The setup verifies that your computer has the minimum system requirements for several resources including hard drive space, RAM, operating system level, and processor speed.

  • If any of these resources are under the required value, the Results screen will identify which resources did not meet the requirement.

  • In a case of a resource being under the required value, update your computer to the recommended resource level. 

When I plugged in my modem the New Hardware Wizard did not display.

  • Review the Troubleshooting Checklist at the beginning of this section.
  • If a second USB port is available on your computer, try connecting the USB cable into that USB port.
  • If the USB device is not recognized, check the computer manufacturer's documentation.
  • If applicable, confirm that the USB cable is plugged into a powered USB port. Powered USB ports are normally located directly on the back panel of the computer and not on the keyboard.

I ran a test using the USRobotics SureConnect ADSL utility and the Modem test failed.

The Modem test will fail if the computer is unable to communicate with the modem or if the modem does not successfully complete the self-test. Take the following steps to ensure your computer can communicate with the modem:

  • Confirm that the USB cable is securely attached to a USB port on the computer and to the USB port on the modem.
  • Unplug the USB cable from your modem and then plug it in again.
  • Plug the USB cable into another available USB port on the computer, as the current port may not be a powered USB port.
  • Uninstall and reinstall the device drivers. Refer to the instructions for uninstalling the modem located in the Troubleshooting Tips section this Quick Installation Guide.
  • If the Modem test still fails, contact your ISP to verify the operational status of the modem.

I ran a test using the USRobotics SureConnect ADSL utility and the Line test failed.

Either the modem is unable to communicate with the telephone company or the router located at the central office of the telephone company is unable to communicate with your modem. In technical terms, the modem was not able to confirm a physical connection to the Digital Subscriber Line Access Multiplexer (DSLAM) located in the telephone company’s central office or the DSLAM is receiving data but the router is unable to forward it.

  • Confirm that the telephone cable is securely plugged into the modem and to an active telephone wall jack.
  • If there is a microfilter on the same telephone cable that the modem is attached to, remove it.
  • Reset the telephone line by unplugging all devices that share that phone number from their respective telephone wall jacks. Once they are all unplugged, plug them back in.
  • Contact the telephone company and have them inspect the external telephone wiring.

I ran a test using the USRobotics SureConnect ADSL utility and the Internet Connection Test failed.

The modem was able to connect to the telephone company but was unable to reach the Internet Service Provider (ISP). There may be a problem connecting to the Domain Name Service (DNS) maintained by the Internet Service Provider. Try disconnecting the dial-up connection and dialing it again. If the test still fails, call your ISP for assistance.


If you are using a firewall confirm that the SureConnect utility has permission to access the Internet.

The installation failed - How to uninstall the modem.

You will need to uninstall the failed installation.

  • Click Windows Start, select Settings and click Control Panel.
  • Click Add/Remove Programs.
  • Locate and select the USRobotics ADSL USB Modem. You may have to scroll down to locate this program.
  • Click Add/Remove or Change/Remove in Windows 2000.
  • When the setup is launched, click Uninstall and select Yes if asked to confirm the uninstall.
  • Unplug the USB cable when the drivers are completely removed. Then try to reinstall the modem.

When I complete my installation the Test tab of the USRobotics SureConnect ADSL utility displays and I can’t surf the Internet.

Click the Test button in the Test tab to initiate a test on the modem. The cause of the failure will be identified in the lower half of the screen.

 

While trying to surf the Internet, I Received a "Page Not Found" or similar error.

Your computer may not have acquired an IP address from your provider’s DHCP server when you established the dial-up connection. Disconnect your dial-up connection, and then reconnect it to force a new request.

The drivers are installed, the PWR LED is on, the phone line is connected, but the ADSL LED is off or keeps flashing. 

  • Review the Troubleshooting Checklist at the beginning of this section.
  • Unplug the USB cable from the modem for two to three minutes, but leave the phone line connected. Plug the USB cable back into the modem. This should cause the modem to reconnect.
  • Open up the USRobotics SureConnect ADSL utility by clicking the icon on the Task Bar. Go to the Monitor tab and press the Reset button once. The modem will re-establish the connection; this may take a moment.
  • Open up the USRobotics SureConnect ADSL utility by clicking the icon on the Task Bar. Go to the Test tab and run a test on the modem in order to identify the cause of failure.
  • Call the ISP.

I can't connect to the Internet.

  • Review the Troubleshooting Checklist at the beginning of this section.
  • Open up the USRobotics SureConnect ADSL utility by clicking the icon on the Task Bar. Go to the Test tab and run a test on the modem in order to identify the cause of failure.
  • Call your ISP’s help desk for further information on Internet Service Provider connection and registration.

Manual Configuration

In order to manually configure your USRobotics SureConnect ADSL USB Modem either during installation or after installation you need to contact your ISP to obtain the following information:

 

Your ISP may provide the following values if manual configuration is required:

·      VPI/VCI Values

·     Encapsulation mode (RFC 1483 is now referred to as RFC 2684)

  • RFC 1483 IP over ATM Bridged LLC/SNAP
  • RFC 1483 IP over ATM Bridged VCMux
  • RFC 1483 IP over ATM Routed LLC/SNAP
  • RFC 1483 IP over ATM Routed VC/Mux
  • RFC 2364 WAN-PPP over ATM LLC/SNAP
  • RFC 2364 WAN-PPP over ATM VCMux
  • RFC 2516 PPP over Ethernet LLC/SNAP
  • RFC 2516 PPP over Ethernet VCMux
  • RFC 2364 PPP over ATM LLC/SNAP
  • RFC 2364 PPP over ATM VCMux

·      Modulation

  • G.dmt
  • G.lite
  • T1.413
  • Auto-Sensing

You can confirm your VPI and VCI settings with your ISP by going to the Configuration tab of the USRobotics SureConnect ADSL utility.

During the Installation

If your ISP is not listed, select the Not Listed option and click Next.

  • The Manual Configuration screen displays, which will allow you to set the ISP’s VPI/VCI settings, Encapsulation Mode, and Modulation.
  • Once you have entered the correct settings, click Next.

  • A screen will display the settings you entered. If the settings are correct click Next. If they are still incorrect, click the Modify Settings button to return to the Manual Configuration screen.


After the Installation

If you have already installed your modem and find that you need to alter the Internet Service Provider settings, you will need to modify your installation.

Windows 98, 2000 and Me
1. Click the Start button, select Settings and, then click Control Panel.

2. From the Control Panel, double-click Add/Remove Programs.

3. The Add/Remove Programs screen will display all the programs you currently have installed. Locate and select the USRobotics SureConnect ADSL Modem.

4. Click the Add/Remove button. In Windows 2000 click the Change/Remove button.

5. The Modify, Reinstall or Uninstall screen will display. Click the Modify option and then click Next.

6. You will return to the Internet Service Provider Selection screen. Select one of the listed ISPs or choose the Not Listed option to manually configure your ISP’s settings. Follow the on-screen instructions to complete the modification of the ISP settings.

Windows XP
1. Click the Start button and then click Control Panel.

2. From the Control Panel, double-click Add/Remove Programs.

3. The Add/Remove Programs screen will display all the programs you currently have installed. Locate and select the USRobotics SureConnect ADSL Modem.

4. Click the Change/Remove button.

5. The Modify, Reinstall or Uninstall screen will display. Click the Modify option and then click Next.

6. You will return to the Internet Service Provider Selection screen. Select one of the listed ISPs or choose the Not Listed option to manually configure your ISP’s settings. Follow the on-screen instructions to complete the modification of the ISP settings.

Technical Support

Go to the Support section of the USRobotics Web site at www.usr.com/support. Many of the most common difficulties users experience have been addressed in the FAQ and Troubleshooting Web pages for your specific product.

If you can’t connect to the Internet, contact your ISP for assistance.

If your ISP is unable to help you and you still can’t connect to the Internet, call the USRobotics Technical Support Department. Technical questions about USRobotics products can be answered by technical support specialists. Refer to the User Guide located in the Manuals folder on the Installation CD-ROM to obtain the telephone number for the Technical Support Department in your area.

For current support contact information, go to the following Web site:

http://www.usr.com/support

Country

Voice

Online

Support Hours

USA

(801) 401-1143

http://www.usr.com/email/support

9:00 A.M.-5:00 P.M., CST, M-F

Canada

(801) 401-1143

http://www.usr.com/email/support

9:00 A.M.-5:00 P.M., CST, M-F

Argentina

AT&T Direct + (877) 643-2523

lat_modemsupport@usr.com

9:00 A.M.-5:00 P.M., CST, M-F

Brazil

AT&T Direct + (877) 487-6253

Brazil_modem_modemsupport@usr.com

9:00 A.M.-5:00 P.M., CST, M-F

México

AT&T Direct + (877) 643-2523

lat_modemsupport@usr.com

9:00 A.M.-5:00 P.M., CST, M-F

Chile

AT&T Direct + (877) 643-2523

lat_modemsupport@usr.com

9:00 A.M.-5:00 P.M., CST, M-F

Colômbia

AT&T Direct + (877) 643-2523

lat_modemsupport@usr.com

9:00 A.M.-5:00 P.M., CST, M-F

Costa Rica

AT&T Direct + (877) 643-2523

lat_modemsupport@usr.com

9:00 A.M.-5:00 P.M., CST, M-F

Peru

AT&T Direct + (877) 643-2523

lat_modemsupport@usr.com

9:00 A.M.-5:00 P.M., CST, M-F

Puerto Rico

AT&T Direct + (877) 643-2523

lat_modemsupport@usr.com

9:00 A.M.-5:00 P.M., CST, M-F

Venezuela

AT&T Direct + (877) 643-2523

lat_modemsupport@usr.com

9:00 A.M.-5:00 P.M., CST, M-F

China

10800 650 0217

usrapsupport@usr.com

9:00 A.M-5:00 P.M., M-F

Hong Kong

800 908 425

usrapsupport@usr.com

9:00 A.M.-5:00 P.M., M-F

India - Delhi

11 6284198/ 99/ 18/ 19

usrapsupport@usr.com

9:00 A.M.-5:00 P.M., M-F

India-Hyperbad

40 6261600/ 01/ 02/ 03

 usrapsupport@usr.com

9:00 A.M.-5:00 P.M., M-F

India-Calcutta

33 216 1800/ 01

usrapsupport@usr.com

9:00 A.M.-5:00 P.M., M-F

India-Chennai

44 851 5273/ 74

usrapsupport@usr.com

9:00 A.M.-5:00 P.M., M-F

India-Bombay

22 8252188/ 93/ 94/ 95

usrapsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

India-Bangalore

80 2380303/ 04

usrapsupport@usr.com

9:00 A.M.-5:00 P.M., M-F

Indonesia

6221 581 1614

usrapsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

Japan

00531 63 0007

usrapsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

Korea

00798 6310025

usrapsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

Malaysia

1 800 808514

usrapsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

Philippines

1800 18888426

usrapsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

Singapore

800 6363037

sg_modemsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

South Korea

00798 6310025

usrapsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

Taiwan

00806 31335

usrapsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

Thailand

001 800 631 0009

usrapsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

Australia

1800 125030

usrapsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

New Zealand

0800 449535

usrapsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

Austria

07 110 900 116

germany_modemsupport@usr.com

 8:00 A.M.- 6:00 P.M., M-F

Belgium (Flemish)

+32 (0) 70 233 545

emea_modemsupport@usr.com

9:00 A.M.- 6:00 P.M., M-F

Belgium (French)

+32 (0) 70 233 546

emea_modemsupport@usr.com

9:00 A.M.- 6:00 P.M., M-F

Denmark

+45 7010 4030

emea_modemsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

Finland

+358 98 171 0015

emea_modemsupport@usr.com

10:00 A.M.- 6:00 P.M., M-F

France

080 307 0693

france_modemsupport@usr.com

9:00 A.M.- 6:00 P.M., M-F

Germany/Hungary

01805671548

germany_modemsupport@usr.com

8:00 A.M.- 6:00 P.M., M-F

Ireland

+44 870 844 4546

emea_modemsupport@usr.com

9:00 A.M.- 6:00 P.M., M-F

Israel

+44 870 844 4546

emea_modemsupport@usr.com

9:00 A.M.- 5:30 P.M., M-F

Italy

848 80 9903

italy_modemsupport@usr.com

9:00 A.M.- 6:00 P.M., M-F

Luxembourg

+352 342 080 8318

emea_modemsupport@usr.com

9:00 A.M.- 6:00 P.M., M-F

Middle East/Africa

+44 870 844 4546

emea_modemsupport@usr.com

9:00 A.M.- 6:00 P.M., M-F

Netherlands

0900 20 25 857

emea_modemsupport@usr.com

9:00 A.M.- 6:00 P.M., M-F

Norway

+47 23 50 0097

emea_modemsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

Poland

emea_modemsupport@usr.com

8:00 A.M.- 6:00 P.M., M-F

Portugal

+351 (0)21 415 4034

emea_modemsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

Spain

902 117 964

spain_modemsupport@usr.com

9:00 A.M.- 5:00 P.M., M-F

Sweden

+46 (0) 77 128 1020

emea_modemsupport@usr.com

8:00 A.M.- 5:00 P.M., M-F

Switzerland

+0848 840 200

emea_modemsupport@usr.com

8:00 A.M.- 6:00 P.M., M-F

UK

0870 8444 546

uk_modemsupport@usr.com

9:00 A.M.- 5:30 P.M., M-F

 

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