Support 101 - Where do I begin?

Finding support for your product can seem daunting. However, we've simplified this process by putting together a list of first steps to get you on your way.

  1. Determine what product you have by finding your Product Code/Number.
  2. Find your Product Code/Number on the Support Main Menu Page, then go to your Product's Support Page.
  3. View or download files. Look at our example Support page below, it points out locations on the page for files and offers quick explanations for file types available.
Let's get started!

1. Find your product code. We can help by having you choose your category:
analog networking
External Modems/ISDN
Internal Modems/ISDN
External Broadband/Networking
Internal Networking

Note: product codes, product IDs, and model numbers are all very similar.
Product codes typically include "USR", 2 number country code, 4 number model number, and 1 letter revision version.
Product IDs include 2 number country code, 4 number model number, and 2 number revision version.
Model numbers are 4 numbers and do not include revision version.

You have chosen External Modems/ISDN.
Your Product Code is printed on a label attached to the bottom of your product.
56K Sportster Modem

All new (manufactured after 2000) USR modem product codes start with a "USR" and are followed with a series of numbers and possibly a letter (for example, USR5686E). Some labels list the product number instead of the product code (for example, 005686-04). If you don't see a USR#### then look for a series of numbers that look like this ######-## (6 digits - dash - 2 digits). The older modems may follow a different format and may have a 3C, 3CP, 00 (for US as shown above), or a 32 or 26 (for CA) preceding the numbers.

If you have a product code of USR + 6 numbers (for example, USR015633) OR you did not purchase your product in the U.S. or Canada then you most likely need to go to another support section. Europe, Latin America, and Asia Pacific have different support. Go to and select your region.

If you still cannot find your product code, refer to the Modem Identification Wizard. Prodict ID is also the product number. The last 2 numbers are the revision version (01=A, 02=B). It may not work with all products.

NOTE: Be sure to look at the label closely, sometimes the FCC model number matches your Product Code, but as shown in the example above, it does not match. Also note that some of the older products may now be out of warranty and may not be listed on our support pages.

2. On the main support page, use one of these two ways to select your product:

Use the boxes at the top of page to select your product by categories and then select Drivers, Firmware, Docs and FAQs
Example Choose Product


Select your product from the lists below the boxes.
Example of Main Menu

Note: If you found your Product Code/Number and do not see your product in the lists, it is either no longer supported or it is manufactured for distribution in another region. There are regional links at the top of the main support page.

Not able to determine your product code: E-mail a technician.

3. After you have found your product's support page, you will have a variety of different files available. Here is a quick description of what may be available. The image on the right shows where they are located on the support page.

Full Support Page Example

  • Documents - User Guides (Manuals), Installation Guides, Reference Guides
  • FAQs - Frequently Asked Questions including topics and issues related to the product; i.e., troubleshooting, wireless performance range, product support announcements, V.92 information, etc.
  • Drivers - Files used to make your product work with Windows or other operating systems; typically an .inf file or embedded in an .exe file. For example, if you update your Windows from 98 to XP, you will most likely need a new driver.
  • Firmware - Software that is permanently stored in the product's memory. For example, a V.92 update stores new information in the product after installation.

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