Contents:

Welcome to 56K Information Access

Product Features

Installation for All Operating Systems

Troubleshooting >

Technical Reference

Glossary

Regulatory Information

Limited Warranty

56K Faxmodem User's Guide and Reference

Troubleshooting

If you have any difficulty with your modem, first make sure that it was installed correctly.

Windows 95/98/Me: Click Windows Start, Settings, and then Control Panel. Double-click the Modems icon. In the Modems Properties screen, you should see a description for your modem. Click the Diagnostics tab. Make sure that the correct modem is highlighted. Click the More Info button. You should see a series of commands and responses from the modem. This means that the installation was a success. If your modem is not listed and/or you do not see a series of commands and responses, check that all connectors and power cables are properly connected to your modem and the back of your computer. Check that the modem is switched on and the CS or PWR light is illuminated. Shut down and restart your PC. Check your modem again using the Control Panel as described above.

Windows NT: Click Windows Start, Settings, and then Control Panel. Double-click the Modems icon. In the Modems Properties screen, you should see a description for your modem.

Windows 2000/XP: Click Windows Start, Settings (if applicable), and then Control Panel. Double-click the Phone and Modem Options icon. Click the Modems tab. Make sure that the correct modem is highlighted. Click the Properties button. Click the Diagnostics tab. Click the Query Modem button. You should see a series of commands and responses from the modem. This means that the installation was a success. If your modem is not listed and/or you do not see a series of commands and responses, check that all connectors and power cables are properly connected to your modem and the back of your computer. Check that the modem is switched on and the CS or the PWR light is illuminated. Shut down and restart your computer. Check your modem again using the Control Panel as described above.

My software isn't recognising 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-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. Check your communication software's documentation for instructions on adjusting the port settings in your software.

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.

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 dialling "9" to access an outside line, be sure to add "9" before the number you are dialling.

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.90/V.92 protocol allows for download 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 56K connection:

• The server you're dialling in to 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 analogue-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-analogue signal conversion so that your modem can receive the data. There must be no more than one analogue-to-digital signal conversion in the path from your ISP to your modem. If more than one analogue-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.90/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.90/V.92 server. A pair of 56K modems will not connect to each other at 56K speeds.

If you have not fixed your problem after trying the suggestions in the "Troubleshooting" section, you can receive additional help via one of these convenient resources:

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

Are You Still Having Problems?
1. Call the Dealer Who Sold You the Modem
The dealer may be able to troubleshoot the problem over the phone or may request that you bring the modem back to the store for service.

2. Call U.S. Robotics Technical Support Department
Technical questions about U.S. Robotics modems can also be answered by technical support specialists.