Support
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Note: | Many of the remedies below involve changing the settings of your ISDN TA using ControlCenter. All of these settings can also be changed using AT commands and your computer's communications software. |
Issue: | When I connect to my Internet Service Provider, the B1 and B2 lights illuminate on my ISDN TA. However, my connect speed in Dial-Up Networking only shows 64 Kbps rather than 128 Kbps. |
Solution: | When in PPP mode, your ISDN TA only reports single B-channel connect speeds to the operating system. If the B1 and B2 lights are illuminated, you have a MultiLink connection.
If Dial-Up Networking shows that you are connected at 64 Kbps and both B1 and B2 lights are illuminated, you are connected at 128 Kbps. If Dial-Up Networking shows that you are connected at 56 Kbps and both B1 and B2 lights are illuminated, you are connected at 112 Kbps. |
Issue: | When I download large files, the second B-channel on my ISDN line is used, and the B2 light on my ISDN TA illuminates. Most other times, however, only my B1 light illuminates, and only one B-channel is used. How can I connect to my Internet Service Provider with two B channels all the time? |
Solution: | Open the ControlCenter. Then click the Configuration Manager icon. When the "Basic Configuration" screen appears, click the Outgoing Calls drop-down menu. Then select Internet Access (PPP) 128 Kbps. |
Issue: | When someone calls my ISDN line with a voice call, one of my B-channels used for 128 Kbps data transmission is turned off and the phone connected to my ISDN TA rings. How do I prevent calls from being accepted while there is a data transmission on both B-channels? |
Solution: | Open ControlCenter. Then click the Configuration Manager icon.
When the "Basic Configuration" screen appears, click the Dynamic Voice Override drop-down menu. Select either No Dynamic Voice Override or Outgoing Calls only. If you select "No Dynamic Voice Override," a B-channel will never be taken off the data transmission to make or accept a voice call. If you select "Outgoing Calls only," a B-channel will be taken off a data transmission only when you attempt to place a voice call from a telephone connected to your ISDN TA. When a voice call is made to a telephone connected to your ISDN TA, the caller will get a busy signal. |
Issue: | During a 128 Kbps connection, anyone dialing one of my ISDN phone numbers (Directory Numbers) gets a busy signal. How do I set my ISDN TA to drop one of the B-channels on the data transmission and allow the call to come through? |
Solution: | Open ControlCenter. Then click the Configuration Manager icon.
When the "Basic Configuration" screen appears, click the Dynamic Voice Override drop-down menu. Then select Incoming and Outgoing Calls. If this does not work, have the person try calling the other phone number for your ISDN line. Dynamic Voice Override may work on only one of your phone numbers, depending upon the type of ISDN service that you use. |
Issue: | When I try to place a call to my Internet Service Provider, I am unable to make a connection. |
Solution: |
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Issue: | When I place a call to my server, the CD light on the front of the ISDN TA illuminates. However, I cannot authenticate to the remote server. |
Solution: | Open ControlCenter. Then click the Configuration Manager icon.
Click the Advanced Configuration button, followed by the Data tab. Then click the PPP Settings button. When the "PPP Settings" screen appears, click the PPP Mode drop-down menu. Then click Transparent Async/Sync PPP to select it. |
Issue: | The Remote Access Server that I dial does not have a hunt group, and I need to dial two phone numbers to get a 128 Kbps connection. How do I do this? |
Solution: | In the phone number section of your dialing program type both phone numbers separated by &. (for example, 5551212&5551213) Then complete your connection as usual.
If you are using Dial-Up Networking in Windows 95 or 98, turn off Use area code and Dialing Properties. There is not a check mark in the box next to the item when it is turned off. If you are using Dial-Up Networking in Windows NT 4, turn off Use Telephony dialing properties. |
Issue: | When I call to other ISDN equipment using a terminal program (such as Hyperterminal), I can't send or receive data. V.120 or Asynchronous 128K must be used if you are using your ISDN TA with a terminal program. |
Solution: | Open ControlCenter and click the Configuration Manager icon. Verify that "V.120 Rate Adaption" or "Asynchronous 128 Kbps" is selected in the "Outgoing Calls" drop-down menu. Note: The device that you are connecting to must be using the same protocol that your ISDN TA is using.
If your ISDN TA will also be receiving calls in a terminal program, click the Advanced Configuration button. Click the Data tab. Then verify that "V.120 Rate Adaption" or "Asynchronous 128 Kbps" is selected in the "Incoming Call Protocol" drop-down menu. |
Issue: | How do I program the SPIDs for my ISDN TA without using the ControlCenter software? |
Solution: | You can initiate SPID Wizard from a terminal program.
Open your terminal software (such as Hyperterminal). Then type AT*Zx,y,z and press return. Type this command without any spaces and let x equal your area code, y equal the first telephone number (Directory Number) for your ISDN line, and z equal the second telephone number for your ISDN line. The telephone numbers are provided by your telephone company when you order ISDN service. The SPID Wizard will try to configure your ISDN TA for your ISDN line using the telephone number information. |
Issue: | How do I program the SPIDs and other ISDN line information for my ISDN TA without using the ControlCenter software or the PID Wizard? |
Solution: | Open a terminal program, such as Hyperterminal.
To set your switch protocol, type AT*W=n and press Enter. Type the number that corresponds to your switch type in the place of n, using the list below as reference. n=1 DMS-100
To enter your area code information, type AT*P0=xxx and press Enter. In the place of xxx, type your area code. To enter a telephone number for your ISDN TA, type AT*P1=xxx and press Enter. In the place of xxx, type one of the telephone numbers for your ISDN line. To enter a second telephone number, type AT*P2=xxx and press Enter. Type the second telephone number in the place of xxx. To enter the SPID for your first telephone number, type AT*S1=xxx and press Enter. Type the SPID in the place of xxx. To enter the SPID for your second telephone number, type AT*S2=xxx and press Enter. Again, type the SPID in the place of xxx. Once your numbers have been set, type ATZ! to resynchronize your ISDN TA to the telephone company's switch equipment. The alert light will turn off when the ISDN TA is properly synchronized to the telephone company switch. This may take one minute to complete. These settings do not have to be saved using the &W command. |
Issue: | Where can I get access to Q.931 and PPP information generated by my ISDN TA? |
Solution: | Open ControlCenter and click the Protocol Decode icon. A protocol monitor program will then extract this information from your ISDN TA. |
Issue: | When I dial an NT Server, call back doesn't work with my ISDN TA. |
Solution: | Make sure the BACP/BAP is enabled.
Open ControlCenter and click the Configuration Manager icon. Then click the Advanced Configuration button. Click the Data tab. Then click the PPP Settings button. If a check mark does not appear next to "Enable BACP/BAP," click it to select it. A check mark will appear in the box next to the item when it is selected. |
Issue: | When I use Asynchronous 128K, I cannot connect to other ISDN products that support BONDING. |
Solution: | Asynchronous 128K and Advanced Asynchronous 128K are both 3Com proprietary protocols. You must use the same type of ISDN equipment on both sides of the connection. |
Issue: | The supplementary voice features for my ISDN line are not working. |
Solution: | Your ISDN TA only supports supplementary voice features when you use a National ISDN ordering code to set up your ISDN service. If you had to order your service by switch type, these features may not work.
Also, many of the National ISDN codes only support the supplementary voice features on one of your ISDN line's phone numbers. Each of your Analog Device Ports is assigned one of your ISDN line's telephone numbers. Be sure your phone is plugged into the Analog Device Port that is assigned the phone number that supports the supplementary voice features. Check with your phone company to find out what ISDN ordering code you are using and to find out which of your phone numbers supports the supplementary voice features. |
Issue: | The device I am connecting to requires Microsoft Encrypted Password. When I check the box to use the protocol in Dial-Up Networking I cannot logon to my remote server. |
Issue: | Your ISDN TA does support the Microsoft Encrypted Password. However, the check box in Dial-Up Networking should not be selected. The remote server you are calling will require the connection be authenticated with the Microsoft Encrypted Password. The ISDN TA will send the password using the Microsoft Encrypted Password even though the box is unchecked in Dial-Up Networking.
To turn this option off, click Windows Start, select Programs and Accessories, and click Dial-Up Networking. Right-click the icon of the connection you want to change. Then click Properties. When the properties screen for your connection appears, click the Server Types icon. In the "Advanced Options" section, turn off Require encrypted password by clicking it. The check mark in the box next to the item disappears when it is turned off. Then click OK. |
Issue: | When I call an NT server using Windows 95 Dial-Up Networking, I do not get prompted for my domain when I am logging in. |
Solution: | In the user name text box, add a backslash and your domain in capital letters after your regular user name (for example, username\DOMAIN). |
Issue: | My ISDN TA is connected to my computer using a serial cable. When I try to set my modem speed in Windows to 230.4 Kbps (230,400), my ISDN TA won't dial out. |
Solution: | Using the 230.4 Kbps port speed with Windows requires a special serial port. Most new computer's serial ports operate at up to 115.2 Kbps. To use your ISDN TA at 230.4 Kbps, check with your computer manufacturer to see if your serial port will support that speed. |
Issue: | I cannot connect when I try to make an AO/DI call. |
Solution: |
If you are using Windows 95 or 98 Dial-Up Networking, be sure that Use country code and area code is turned off. If you are using Windows NT, be sure that Use Telephony dialing properties is turned off. These items is on the same connection properties screens as the boxes where you type the phone numbers. Also be sure that you are dialing the proper number with the area code and prefix if necessary. Open ControlCenter and click the Configuration Manager icon. Click the Advanced Configuration button. Then click the ISDN Line tab. At the bottom of the "ISDN Line" screen be sure that Enable AO/DI (Always On/Dynamic ISDN) is selected. A check mark appears in the box next to the item when it is selected. Open ControlCenter and click the Configuration Manager icon. Then click the Advanced Configuration button. Click the Outgoing Call Protocol drop-down menu. Then click Internet Access (PPP). Open ControlCenter and click the Configuration Manager icon. Then click the Advanced Configuration button. Click the ISDN Line tab. Then click the AO/DI Settings button. In the "AO/DI Operations" section, turn off Enable Reverse Charge Request. There will not be a check mark in the box next to the item when it is turned off. This information is provided by your phone company. Open ControlCenter and click the Configuration Manager icon. Then click the Advanced Configuration button. Click the ISDN Line tab. Then click the AO/DI Settings button. Enter the information in the "Network Settings" section. |
Issue: | While making an AO/DI connection, my ISDN line's B-channels will not engage. |
Solution: | Open ControlCenter and click the Configuration Manager icon. Click the Advanced Configuration button. Then click the ISDN Line tab.
At the bottom of the "ISDN Line" screen be sure that Enable AO/DI (Always On/Dynamic ISDN) is selected. A check mark appears in the box next to the item when it is selected. Then click the AO/DI Settings button. In the "AO/DI Operations" section, you can also set the number of B-channels being managed by AO/DI. Click the Maximum AO/DI Bandwidth drop-down menu.
If your service provider requires that you dial a number for the D-channel as well as both B-channels, also be sure that you are dialing correctly. Type a period in front of the D-channel number. Then type &, followed by the B-channel numbers, separated by &. For example, type
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Issue: | During an AO/DI connection, my B-channels stay up too long. |
Solution: | To adjust your Dynamic Bandwidth Allocation threshold settings, open ControlCenter and click the Configuration Manager icon. Then click the Advanced Configuration button.
Click the PPP Settings button. In the "PPP Mode" drop-down menu, be sure that MultiLink PPP with Dynamic Bandwidth Allocation is selected. Then click the Dynamic Bandwidth button. Your ISDN line's two B-channels are represented on the "B-channel Threshold Settings" screen. The settings that can be adjusted include:
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