56K Faxmodem User's Guide and Reference

Troubleshooting and Help Resources

This chapter covers:

56K Faxmodem External

Macintosh Modems

56K Faxmodem PCI for Windows

Internal ISA Modems

56K Performance Pro Modem and 56K Faxmodem (internal)

56K Faxmodem External

Basic Troubleshooting Steps

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.
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.
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.

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.

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 the Device Manager button. 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.

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.

My modem isn't achieving a 56K Internet connection.

Possible Solution:

Our research has shown that the vast majority of telephone lines in North America can and do support V.90/V.92 connections. The V.90/V.92 protocol allows for connection speeds of up to 56K, but line conditions may affect the actual speeds during a given connection. Due to unusual telephone line configurations, some users will not be able to take full advantage of V.90/V.92 technology at this time. In order to achieve a V.90/V.92 connection:

The server you're dialing into must support and provide a digital V.90/V.92 signal. Your ISP can provide you with a list of dial-up connections and information on what those connections currently support.
The telephone line between your ISP and your modem must be capable of supporting a 56K connection and contain only one analog-to-digital conversion. The 56K signal from your ISP begins as a digital signal. Somewhere between the ISP and your modem, there will be a digital-to-analog signal conversion so that your modem can receive the data. There must be no more than one analog-to-digital signal conversion in the path from your ISP to your modem. If more than one analog-to-digital conversion occurs, your connect speeds will default to V.34+ (33.6 Kbps). There may also be impairments on the local lines between your ISP and your modem. These impairments can prevent or limit connection speeds. All telephone calls are routed differently, so you should try making your 56K connection several times. One way to test this is to dial into a long distance location. Long distance lines are often much clearer than local lines. It is important to note that telephone companies are constantly upgrading their systems. Lines that do not support 56K today may support 56K in the near future.
For a V.90 connection, your modem must be connecting to a V.90/56K server. A pair of 56K modems will not connect to each other at V.90/56K speeds.
For a V.92 connection, your modem must be connecting to a V.92 server. A pair of 56K modems will not connect to each other at V.92/56K speeds.

Note: Current IC/FCC regulations limiting power may limit maximum connect speeds to 53,333 bps.

Macintosh Modems

Basic Troubleshooting Steps

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.
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.
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.

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.
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 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:

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 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.

My modem isn't achieving a 56K Internet connection.

Possible Solution:

Note: USRobotics 56K modems are capable of receiving downloads at up to 56 Kbps and sending at 31.2 Kbps. Actual download speeds you experience may be lower due to varying line conditions. Maximum download speeds in U.S. and Canada are limited to 53K, due to regulatory limits on power output.

Our research has shown that the vast majority of telephone lines in North America can and do support 56K installation. The V.90 protocol allows for connection speeds of up to 56K, but line conditions may affect the actual speeds during a given connection. Due to unusual telephone line configurations, some users will not be able to take full advantage of V.90 technology at this time. In order to achieve a V.90 connection, the following must occur:

The server you're dialing in to must support and provide a digital V.90 signal. Your ISP can provide you with a list of dial-up connections and information on what those connections currently support.
The telephone line between your ISP and your modem must be capable of supporting a 56K connection and contain only one analog-to-digital conversion. The 56K signal from your ISP begins as a digital signal. Somewhere between the ISP and your modem, there will be an analog-to-digital signal conversion so that your modem can receive the data. There must be no more than one analog-to-digital signal conversion in the path from your ISP to your modem. If more than one analog-to-digital conversion occurs, your connect speeds will default to V.34+ (33.6). There may also be impairments on the local lines between your ISP and your modem. These impairments can prevent or limit V.90 connection speeds. All telephone calls are routed differently, so you should try making your 56K connection several times. One way to test this is to dial into a long distance location. Long distance lines are often much clearer than local lines. It is important to note that telephone companies are constantly upgrading their systems. Lines that do not support 56K today may support 56K in the near future.
Your modem must be connecting to a V.90/56K server. A pair of 56K modems will not connect to each other at V.90/56K speeds.

56K Faxmodem PCI for Windows

Having trouble with your modem? Try these basic troubleshooting steps first.

Is your phone cord properly connected? The phone cord should be plugged into the jack on the modem and into the wall phone jack. Use the phone cord included in your modem's box.
Is your modem properly installed in your computer? Refer to the "Verify that the modem is properly installed" section of the printed Installation Guide for possible solutions based on your particular operating system.

My computer isn't recognizing my modem.

Windows XP/2000/Me/98/95

If Plug and Play fails to find the modem as new hardware, you need to check the following:

Confirm that the modem is firmly seated in the PCI slot. The modem should sit evenly in the slot with no part of the gold edge showing.
Try installing the modem in another PCI slot.
Check your computer manual to make sure that the PCI slot is configured properly.

My modem appeared to install correctly but seems to be performing erratically.

Possible solution:

Although PCI devices can share IRQs, there are devices on the market that do not share IRQs properly. If the modem has been assigned to an IRQ with one of these devices, the modem may perform erratically.

Windows Me/98/95

Right-click the My Computer icon on your desktop. Click Properties, and then the Device Manager tab. Double-click the Computer icon at the top of the device list. You will see a listing of your system's IRQs and the devices to which they are assigned. Locate your modem and the IRQ which it is assigned. If this IRQ is being used by any other devices, it may be causing the modem to work improperly. Either your modem or the device which shares an IRQ with your modem will have to be reassigned to another IRQ in order to resolve your conflict. You may want to try installing the modem in another PCI slot, or refer to the sharing device's documentation for more information about removing, disabling, or relocating it.

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 application installed on your system. We highly recommend using the communications software provided with your modem on the Installation CD-ROM.

Possible solution:

Your software's COM port settings may be incorrect. There should be a place in the Setup section of your software that addresses port settings. Make sure the software's port settings match those for your modem. To check which COM port your modem is using, click Windows Start, Settings, and Control Panel. Double-click Modems, select your modem, and select Properties. Check your communication software's documentation for instructions about adjusting the port settings in your software.

Possible solution:

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, click Modems. 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 installed properly. Try reinstalling your modem.

Possible solution:

If you are using software that uses a Windows modem description and you had a previous modem installed, you may need to update your software's setting to reflect the use of the USRobotics V.92 Fax Win Int.

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

FOR BOTH DIALING AND ANSWERING PROBLEMS:

Possible solution:

You may 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 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. Contact the department responsible for your phone system 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.

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.

My modem isn't achieving a 56K Internet connection.

The V.92 and V.90 protocols allow for download speeds of up to 56K and the V.92 protocol adds upload speeds of up to 48K, but line conditions may affect the actual speeds during a given connection. Due to unusual telephone line configurations, some users will not be able to take full advantage of V.92 or V.90 technology at this time. In order to achieve a V.92 or V.90 connection:

The server you're dialing in to must support and provide a digital V.92 or V.90 signal. Your ISP can provide you with a list of dial-up connections and information on what those connections currently support.
The telephone line between your ISP and your modem must be capable of supporting a 56K connection and contain only one digital-to-analog conversion. The 56K signal from your ISP begins as a digital signal. Somewhere between the ISP and your modem, there will be a digital-to-analog signal conversion so that your modem can receive the data. There must be no more than one digital-to-analog signal conversion in the path from your ISP to your modem. If more than one analog-to-digital conversion occurs, your connect speeds will default to V.34+ (33.6 Kbps). There may also be impairments on the local lines between your ISP and your modem. These impairments can prevent or limit V.92 or V.90 connection speeds. All telephone calls are routed differently, so you should try making your connection several times. One way to test this is to dial into a long distance location. Long distance lines are often much clearer than local lines. It is important to note that telephone companies are constantly upgrading their systems. Lines that do not support 56K today may support 56K in the near future.
Your modem must be connecting to a V.92 or V.90 server. A pair of 56K modems will not connect to each other at 56K speeds.

Internal ISA Modems

Basic Troubleshooting Steps

Make sure that your phone cord is properly connected. Remove the phone cord from the modem and wall jacks. Reinsert the cord securely in the wall jack and the modem's jack labelled . Use the phone cord included with your modem, if possible.
Make sure that your modem is physically installed correctly in your computer. With your computer off, remove the modem and reinstall it in another slot if possible. When the modem is installed correctly, you will no longer see any part of the gold contacts on the connector edge. See the Installation Guide that came with your modem for instructions more specific to your modem.

Note: If you are using Windows XP or NT, you must be signed in as the administrator.

My computer isn't recognizing my modem.

Possible solution:

You may be using an IRQ that is already in use. To work properly, your modem needs to be assigned to a free IRQ.

Windows XP/2000

If you set your modem's jumpers to Plug and Play mode (recommended), Windows should locate a free IRQ, if one exists, for your modem to use.

If Plug and Play fails to install the modem, you need to determine if you have a free IRQ available. Right-click the My Computer icon on your desktop. Click Properties, and then the Hardware tab. In the Device Manager section, click Device Manager. From the View menu, select Resources by type. Click Interrupt Request (IRQ). You will now see a listing of your system's IRQs and the devices to which they are assigned. Typically, modems can use IRQ 3, 5, 7, 9, 10, 11, 12, or 15. If any of these IRQs is not present in this list, it indicates that Windows is not currently using it and the IRQ is considered available.

Locate your modem in the list of devices. If a yellow exclamation point appears over the modem's description, your modem is in conflict with another device. Either your modem or the other device will have to be assigned to another IRQ in order to resolve your conflict. Check to see if any of the other IRQs that can be assigned to your modem are available (not present in the list). If so, you can move your modem IRQ assignment to an available IRQ. If you are unsure as to how to do this, refer to Windows Help or call USRobotics Technical Support.

If a usable, free IRQ does not exist, you may need to remove, disable, or relocate another device. Refer to that device's documentation for more information about removing, disabling, or relocating it.

If Windows still fails to recognize your modem and it does not have a yellow exclamation point next to its IRQ, or if your modem doesn't appear in the list, another problem exists, and you may need to call USRobotics Technical Support.

If you selected the IRQ and COM port for your modem using the modem's jumpers and the modem is conflicting with another device, you will need to turn off your computer and move the jumper settings to an available set of resources. To determine if the modem is conflicting with another device or to locate an available IRQ, follow the steps detailed above.

Caution: Before removing the modem from your computer, be sure to turn off your computer and unplug the phone line from your modem.

Windows 95/98/Me

If you set your modem's jumpers to Plug and Play mode, Windows should locate a free IRQ, if one exists, for use by your modem.

If Plug and Play fails to install the modem, you need to determine IRQ availability. Right-click the My Computer icon on your desktop. Click Properties, and then the Device Manager tab. Double-click the Computer icon at the top of the device list. You will now see a listing of your system's IRQs and the devices to which they are assigned. Typically, modems can use IRQ 3, 5, 7, 9, 10, 11, 12, or 15. If any of these IRQ is not present in this list, it indicates that Windows is not currently using it and the IRQ is considered available.

Locate your modem in the list of devices. If a yellow exclamation point appears over the modem's description, your modem is in conflict with another device. Either your modem or the other device will have to be reinstalled to another IRQ in order to resolve your conflict. Check to see if any of the other IRQs that can be assigned to your modem are available (not present in the list). If so, you can move your modem IRQ assignment to an available IRQ. If you are unsure as to how to do this, refer to Windows Help or call USRobotics Technical Support.

Caution: Before removing the modem from your computer, be sure to turn off your computer and unplug the phone line from your modem.

Windows NT

Turn off your computer and physically remove the modem.

Caution: Before removing the modem from your computer, be sure to turn off your computer and unplug the phone line from your modem.

Restart your computer, and check for an available IRQ by clicking Windows Start, Programs, Administrative Tools, and Windows NT Diagnostics. Click the Resources tab and select IRQ. Typically, modems can use IRQ 3, 5, 7, 9, 10, 11, 12, or 15. Take note of an available IRQ that your modem can use. Your modem should be jumpered to one of these IRQs. If there are no IRQs available, you may have to remove, disable, or relocate another device in order to free an IRQ for use by your modem. Refer to that device's documentation for more information about removing, disabling, or relocating it.

Possible solution:

You may be using a COM port address that is either already in use or not configured correctly. To work properly, this modem needs to be assigned to a free COM port.

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 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.

Windows 95/98/Me

Make sure your COM port is not already in use by another device. Click Windows Start, Settings, and Control Panel, and then double-click Modems. If you are using Windows XP and you do not see the Modems icon, be sure that you select View All Control Panel options on the left side of the window. Look for another modem already installed in your computer. If there is another modem installed, click the Diagnostics tab to find out which COM port it is using. If a previously installed modem is already using the available COM port, you should uninstall that modem. See your previous modem's manual for uninstallation instructions.

Right-click the My Computer icon on your desktop. Click Properties. Click the Device Manager tab. Double-click 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.

Windows NT

Turn off your computer and remove your modem. Restart and click Windows Start, Settings, and then Control Panel. Double-click the Ports icon. Your modem must be jumpered to a COM port setting that does not appear in this list.

My software isn't recognizing my modem.

Possible solution:

Your software's port settings may be incorrect. There should be a place in the Setup section of your software that addresses port settings. Make sure the software's port settings match those for your modem. See the Installation Guide that came with your modem for an explanation about how to determine your modem's port settings. Check your communications software's documentation for instructions on adjusting the port settings in your software.

Possible solution:

Windows XP/2000

You may not have the correct modem type selected in your software or in Windows. Click on 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, click Modems. If you are using Windows XP and you do not see the Modems icon, be sure that you select View All Control Panel options on the left side of the window. 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 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 modem selected. Double-click My Computer, double-click Dial-Up Networking, right-click the connection you are trying to use, and click 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:

You may 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.

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.

My modem isn't achieving a 56K Internet connection.

Possible solution:

The server you're dialing in to must support and provide a digital V.90 signal. Your ISP can provide you with a list of dial-up connections and information on what those connections currently support.
The telephone line between your ISP and your modem must be capable of supporting a 56K connection and contain only one analog-to-digital conversion. The 56K signal from your ISP begins as a digital signal. Somewhere between the ISP and your modem, there will be an analog-to-digital signal conversion so that your modem can receive the data. There must be no more than one analog-to-digital signal conversion in the path from your ISP to your modem. If more than one analog-to-digital conversion occurs, your connect speeds will default to V.34+ (33.6). There may also be impairments on the local lines between your ISP and your modem. These impairments can prevent or limit V.90 connection speeds. All telephone calls are routed differently, so you should try making your 56K connection several times. One way to test this is to dial into a long distance location. Long distance lines are often much clearer than local lines. It is important to note that telephone companies are constantly upgrading their systems. Lines that do not support 56K today may support 56K in the near future.
Your modem must be connecting to a V.90/56K server. A pair of 56K modems will not connect to each other at V.90/56K speeds.

56K Performance Pro Modem and 56K Faxmodem (internal)

Basic Troubleshooting Steps

Having problems with your modem? Try these basic troubleshooting steps first.

Is your phone cord properly connected? The phone cord should be plugged into the jack on the modem and into the wall phone jack. Use the phone cord included in your modem's box if possible.
Is your modem properly installed in your computer? Refer to the "Verify that the modem is properly installed" section of the printed Installation Guide for possible solutions based on your particular operating system.

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 package installed on your system. We highly recommend using the communications software provided with your modem on the Installation CD.

Possible solution:

Your software's COM port settings may be incorrect or may not have the correct modem type selected.

Windows 98/95

Some older software programs require you to select a COM port manually. This software may not recognize COM 5, which is the only COM port that this modem can be installed on. To reconcile this discrepancy, DOS Box Support must also be installed. Right-click the My Computer icon and then click Open. Double-click your CD-ROM drive and then double-click the Drivers folder. Right-click the dosbox.inf file and then left-click Install. This will automatically install DOS Box functionality on your system. Restart your computer to enable DOS Box functionality. As long as the software is configured to COM 4, DOS Box Support will automatically enable the software to find the modem on COM 5.

Possible solution:

Windows Me/98/95

The USRobotics 56K Performance Pro Modem will install on COM 5 only in Windows Me, 98, and 95 and cannot be moved to another COM port. To confirm that the modem installed on COM 5, click Windows Start, Settings, and Control Panel. Double-click Modems, select your modem, and select Properties. Check your communication software's documentation for instructions on adjusting the port settings in your software.

Windows XP/2000/NT

Check your communication software's documentation for instructions on adjusting the port settings in your software and use the next availablr port.

Possible solution:

My computer isn't recognizing my modem.

Windows XP/2000/Me/98/95

If Plug and Play fails to find the modem as new hardware, you need to check the following:

Confirm that the modem is firmly seated in the PCI slot. The modem should sit evenly in the slot with no part of the gold edge showing.
Try installing the modem in another PCI slot.
Check your computer manual to make sure that the PCI slot is configured properly.

Windows NT 4.0

You will need to run a setup program for Windows NT 4.0. This program is located on your Installation CD at D:\Drivers\WinNT4.

My modem appeared to install correctly but seems to be performing erratically.

Possible solution:

Windows Me/98/95

Windows XP/2000/NT 4.0

This issue should not apply to Windows XP, Windows 2000, or Windows NT 4.0.

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

FOR BOTH DIALING AND ANSWERING PROBLEMS:

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. This can damage your modem. Contact the department responsible for your phone system if you are unsure whether or not your phone line is digital.

Possible solution:

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

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.

My modem isn't achieving a 56K Internet connection.

The server you're dialing in to must support and provide a digital V.92, V.90, or 56K signal. Your ISP can provide you with a list of dial-up connections and information on what those connections currently support.
The telephone line between your ISP and your modem must be capable of supporting a 56K connection and contain only one analog-to-digital conversion. The 56K signal from your ISP begins as a digital signal. Somewhere between the ISP and your modem, there will be a digital-to-analog signal conversion so that your modem can receive the data. There must be no more than one analog-to-digital signal conversion in the path from your ISP to your modem. If more than one analog-to-digital conversion occurs, your connect speeds will default to V.34 (33.6 Kbps). There may also be impairments on the local lines between your ISP and your modem. These impairments can prevent or limit V.92 connection speeds. All telephone calls are routed differently, so you should try making your 56K connection several times. One way to test this is to dial into a long distance location. Long distance lines are often much clearer than local lines. It is important to note that telephone companies are constantly upgrading their systems. Lines that do not support 56K today may support 56K in the near future.
Your modem must be connecting to a V.92, V.90, or 56K server. A pair of 33.6K modems will not connect to each other at 56K speeds.

Contents:

56K Faxmodem User's Guide and Reference

Troubleshooting and Help Resources

56K Faxmodem External

Macintosh Modems

56K Faxmodem PCI for Windows

Internal ISA Modems

Voice Mail Users

56K Performance Pro Modem and 56K Faxmodem (internal)