Troubleshooting

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

1. Make sure that your modem is physically installed correctly in your computer. With your computer turned off, you will need to press the modem in firmly so that it is seated properly in its slot. When the modem is installed correctly, you will no longer see any part of the gold edge. See Step 1 in this guide for complete instructions. If your modem still does not work, turn off your computer, remove the modem, and reinstall it in another PCI slot.
2. Next, make sure that the drivers have been installed correctly. Follow the instructions for your operating system:

Windows XP

1. Click Windows Start and then Control Panel.
2. Double-click System.
   If you do not see the System icon, make sure you are in Classic View by clicking Switch to Classic View on the upper left side of the window.
3. Click the Hardware tab and then the Device Manager button.
4. Click to expand Modems.
   You should see U.S. Robotics V.92 PCI Faxmodem listed. This means that the installation was a success. If your modem is not listed, shut down and restart your computer. If it is still not listed, go to the next Troubleshooting category in this guide, “My computer isn’t recognising my modem.” or uninstall your modem and reinstall it.

Windows 2000

1. Click Windows Start, Settings, and then Control Panel.
2. Double-click System.
3. Click the Hardware tab and then the Device Manager button.
4. Click to expand Modems.
   You should see U.S. Robotics V.92 PCI Faxmodem listed. This means that the installation was a success. If your modem is not listed, shut down and restart your computer. If it is still not listed, go to the next Troubleshooting category in this guide, “My computer isn’t recognising my modem.” or uninstall your modem and reinstall it.

Windows 95/98/Me

1. Click Windows Start, Settings, and then Control Panel.
2. Double-click the System icon.
3. Click the Device Manager tab, then click to expand HSFMODEM.
   You should see U.S. Robotics V.92 PCI Faxmodem Enumerator listed.
4. Click to expand Modem or Modems.
   You should see U.S. Robotics V.92 PCI Faxmodem listed. This means that the installation was a success. If your modem is not listed, shut down and restart your computer. If it is still not listed, go to the next Troubleshooting category in this guide, “My computer isn’t recognising my modem.” or uninstall your modem and reinstall it.

If you still have trouble with your modem after verifying that it has been installed correctly, click the link below that best describes the problem:

• My computer isn’t recognising my modem.
• My modem seemed to install correctly but doesn’t work or is performing erratically.
• My software isn’t recognising my modem.
• My modem won’t dial out or doesn’t answer incoming calls.
• My modem sounds like it’s trying to connect to another modem but fails.
• My modem isn’t achieving a 56K Internet connection.

My computer isn’t recognising my modem.

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

1. With your computer turned off, 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.
2. With your computer turned off, try installing the modem in another PCI slot.
3. Check your computer manual to make sure that the PCI slot is configured properly.

My modem seemed to install correctly but doesn’t work or is performing erratically.

Possible solution:

Hardware resources are not properly assigned to your modem. Although PCI devices can share IRQs, there are devices on the market which 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 XP

1. Click Windows Start and then Control Panel.
2. Double-click System.
   If you do not see the System icon, make sure you are in Classic View. Click Switch to Classic View on the upper left side of the window.
3. Click the Hardware tab and then the Device Manager button.
4. Click to expand Modems and look for U.S. Robotics V.92 PCI Faxmodem.

If a yellow exclamation point appears over the modem’s description, your modem is in conflict with another device.

With your computer turned off, try installing the modem in another PCI slot. Check your computer manual to make sure that the PCI slot is configured properly.

If an available 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.

Windows 2000

1. Right-click the My Computer icon on your desktop.
2. Click Properties, click the Hardware tab, then click Device Manager.
3. In the list of devices, double-click the Modems category and look for your modem’s description.

If a yellow exclamation point appears over the modem’s description, your modem is in conflict with another device. With your computer turned off, try installing the modem in another PCI slot. Check your computer manual to make sure that the PCI slot is configured properly.

If an available 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.

Windows 95/98/Me

1. Right-click the My Computer icon on your desktop.
2. Click Properties and then click the Device Manager tab.
3. In the list of devices, double-click the Modem or Modems category and look for your modem’s description.

If a yellow exclamation point appears over your modem’s description, your modem is in conflict with another device. With your computer turned off, try installing the modem in another PCI slot. Check your computer manual to make sure that the PCI slot is configured properly.

If an available 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.

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 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, check the settings as described in the beginning of the “Troubleshooting” section of this guide. Check your communication software’s documentation for instructions on adjusting the port settings in your software.

Possible solution:

If you are using software which 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 PCI Faxmodem.

Possible solution:

If you are using Windows-based software which has its own list of modems to select from, you may need to update the software for use with this modem. For best operation, select Standard Modem or Hayes Compatible from the list of manufacturers. You may also need to select the modem’s COM port. To check which COM port your modem is using, check the settings as described in the beginning of the “Troubleshooting” section of this guide.

Possible solution:

Windows 2000/XP

Make sure you have uninstalled all previously installed modems from your system.

Windows 95/98/Me

If you are using Dial-Up Networking, it may not be configured correctly. Check your configuration and make sure that you have your new USRobotics modem selected.

1. Double-click My Computer.
2. Windows Me users only: double-click Control Panel.
3. Double-click Dial-Up Networking, right-click the connection you are trying to use, and click Properties.

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 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. This will cause permanent damage to 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.

NOTE: Due to current FCC regulations, maximum download speed is limited to 53,333 bps.

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 into 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-analogue 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 digital-to-analogue 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.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.

To obtain the most current support information, visit the USRobotics Web site:
http://www.usr.com/international.asp