Troubleshooting and Support Resources
Contents
1. 3Com U S Robotics Troubleshooting and Support Resources Troubleshooting 2 Support Resources for the UK 14 Troubleshooting Read This First 1 Click Windows Start point to Settings and click Control Panel Double click the Modems icon Click the Diagnostics tab A WO ND Click on the COM port that your modem is assigned to so that it is highlighted If you do not see your modem on this screen you will need to shut down your computer and uninstall the modem Reinstall the modem following the instructions in the Installation Guide 5 Click More Info You should see a list of the modem s ATI commands Click OK If you do not your modem is not properly installed Shut down your computer and uninstall the modem Reinstall the modem following the instructions in the Installation Guide Troubleshooting PROBLEM The computer or software will not recognize the modem POSSIBLE SOLUTION If you are using an external modem make sure the modem is plugged in and turned on Use only the power adapter included with the modem The power switch is located on top of the external case The CS light on the front panel should be lit An internal modem should turn on automatically when you turn the computer on POSSIBLE SOLUTION You may not be entering modem commands in the proper manner Type using all upper case AT or all lower case at POSSIBLE SOLUTION You may have a COM port IRQ conflict If you ha2. SOLUTION If you are using an external modem make sure the modem is plugged in and turned on Use only the power adapter included with the modem The power switch is located on the top of the external case The CS light on the front panel should be lit An internal modem should turn on automatically when the computer is turned on PROBLEM If Plug and Play does not detect your modem You have installed the modem and Windows has restarted but you see only your normal desktop You do not see any screens indicating new hardware has been detected POSSIBLE SOLUTION The Plug and Play installation was not successful Try the following 1 Click Windows 95 Start and click Shut Down 2 When asked if you wish to shut down your computer click Yes 10 6 7 8 9 Troubleshooting When Windows 95 indicates that it is safe to turn off your computer turn it off Wait 15 seconds before turning the computer back on Windows 95 may detect your modem upon this restart even if it did not detect the modem during the initial installation e If you see screens indicating that new hardware has been detected by Windows 95 follow the on screen instruction to install the modem e If you do not see the new hardware screens continue with step 6 Click Windows 95 Start Point to Settings Click Control Panel Double click the System icon 10 Click the Device Manager tab on the System Properties screen 11 Look for Ot
3. able auto answer PROBLEM Both modems sound like they are exchanging carrier signals but fail to establish a connection POSSIBLE SOLUTION You may have a poor line connection Place the call again Calls are routed differently each time POSSIBLE SOLUTION Your phone wall socket may have been wired incorrectly Contact your telephone company Ask them to make sure the tip and ring are on the outside pair of wires Troubleshooting PROBLEM Your 56K modem cannot achieve a 56K Internet connection POSSIBLE SOLUTION This modem is capable of 56 Kbps downloads However the download speeds you experience may be lower due to varying line conditions and other factors Uploads from users to server equipment travel at speeds up to 31 2 Kbps An analogue phone line compatible with the ITU V 90 standard or 3Com U S Robotics proprietary 56K technology and an Internet provider or corporate host site with the ITU V 90 standard or 3Com U S Robotics proprietary 56K technology are necessary for these high speed downloads Check http www 3com com 56k for a list of ISPs that observe the ITU V 90 standard and or offer 3Com s proprietary 56K technology POSSIBLE SOLUTION The phone lines in your area may not be 56K compatible Call your phone company to find out if your phone line is compatible with the ITU standard for 56K and or is compatible with 3Com s proprietary 56K technology POSSIBLE SOLUTION You may have devices between the modem an
4. d the phone wall socket There should be no line splitters fax machines or other devices between the modem and the phone wall socket Troubleshooting PROBLEM Errors are constantly occurring in your V 17 fax transmissions POSSIBLE SOLUTION Your modem initialization string may be insufficient for fax transmissions In terminal mode type the following initialization string AT amp F amp H3 amp 12 amp R2S7 90 and then press ENTER POSSIBLE SOLUTION There may be a Terminate and Stay Resident TSR program such as a screen saver or virus scanner running in the background disrupting data communications Disable any Terminate and Stay Resident TSR programs running in the background If you have software running as a TSR check the software s manual for information about disabling its ability to operate as a TSR POSSIBLE SOLUTION Your baud rate may be set too high In your communications software lower the baud rate to 9600 7200 or 4800 POSSIBLE SOLUTION You may be trying to fax a compressed file Decompress the file using the application with which it was compressed Then open it in the application with which it was created Select your fax software as the printer and then print the file Troubleshooting PROBLEM Your communications software fails to initialize the modem POSSIBLE SOLUTION Your software s port settings may be incorrect Make sure the software s port settings match those for your modem POSSIBLE
5. d to you place the document number in the subject field World Wide Web A 3Com Home Page contains the same information as the Internet on Demand listing To log on to our Web site type http www 3com co uk 14 CompuServe Through CompuServe access the same information as on the Internet FTP site The 3Com forum address is GO USRMODEMS AOL Go to the Keyword field and type 3COMUK to connect to the various 3Com resources such as file libraries message boards online customer support and product announcements Support Resources for the UK Are You Still Having Problems Should you encounter any difficulties with your modem refer to the manual first Call or visit your dealer if they are unable to assist you contact the 3Com Technical Support Department from Monday through to Friday during normal office hours on Email address uk_modemsupport 3com com CompuServe GO USRMODEMS BBS 0118 969 2200 FOD 0870 844 4546 Fax 0870 844 4547 Tel 0870 844 4546 Web site http www 3com co uk FOD Fax on Demand Upon contacting 3Com you will be issued with a Call Reference Number CRN This should be quoted when contacting the Technical Support Department in relation to your query Should you be advised to return your modem 3Com will repair or replace and return the unit for you Please note that our U S Robotics brand modems cannot be returned without prior approval by the 3Com Technical Support Departmen
6. g one of these IRQs 16 After you have made these changes reinstall the modem using the instructions in the Installation Guide Once your modem is properly installed make sure you have the correct COM port and IRQ settings in your software and or in the Windows Device Manager Troubleshooting POSSIBLE SOLUTION If you are using an external modem the COM port may not be enabled Refer to your computer s manual for information about enabling COM ports This usually involves altering the bios settings motherboard jumpers and the operating system POSSIBLE SOLUTION You may be using the wrong serial cable with your external modem Make sure you are using an RS 232 modem cable You will need to make sure you are using a 25 pin male to 25 pin female if your COM port is a 25 pin port or a 25 pin male to 9 pin female if your COM port is a 9 pin port PROBLEM The modem will not go off hook to dial or does not answer the phone POSSIBLE SOLUTION If you have an external modem you may be using the wrong power adapter for your modem Use only the power adapter that came with your modem POSSIBLE SOLUTION You may have plugged your modem s phone cord into a digital line Plugging your modem s phone cord into a digital phone line can damage the modem Call your phone company if you are unsure whether or not your phone line is digital Troubleshooting POSSIBLE SOLUTION You may have plugged your modem s phone cord into the
7. her Devices or Unknown Devices in the list that appears e If you do not see either of these options in the list please contact technical support e If you do see one of these options double click the option and continue with step 12 12 If the description that appears matches the modem you are trying to install click Remove 11 Troubleshooting 13 Click OK when Windows asks if you wish to remove the device 14 Restart the computer and continue with the on screen instructions If the computer does not detect the modem after this second restart please contact technical support PROBLEM A software application displays a screen reading that it cannot find or initialize the modem POSSIBLE SOLUTION If you have a Winmodem check with the software s manufacturer to determine whether or not the software is fully Windows based Some software runs in Windows but has DOS components Such software will not work with Winmodems 12 Troubleshooting If Plug and Play Does Not Detect Your Modem Try the following 1 Click Windows 95 Start and click Shut Down When asked if you wish to shut down your computer click Yes When Windows 95 indicates that it is safe to turn off your computer turn it off and wait 15 seconds Then turn the computer back on Windows 95 may detect your modem upon this restart even if it did not detect the modem during the initial installation If you see screens indicating that new hardware has bee
8. n detected by Windows 95 turn to Installing the Modem Drivers with Windows 95 If not continue with the next step 2 Click Windows 95 Start point to Settings and click Control Panel Double click the System icon and then click the Device Manager tab on the System Properties screen Look for Other Devices or Unknown Devices in the list that appears If you do not see either of these options in the list continue with the next section to learn about our support options If you do see one of these options double click the option If the description that appears matches the modem you are trying to install click Remove Click OK when Windows asks if you wish to remove the device Next restart the computer as described in step 1 on this page If the computer does not detect the modem after this second restart please refer to our support options 13 Support Resources for the UK Connecting to the 3Com Bulletin Board System BBS To connect to the 3Com BBS dial 01189692200 If this is your first time connecting to our BBS you will be asked to enter your name create a password of your choice and to fill out a questionnaire Internet On Demand The Internet on Demand provides automatic technical support through a library containing product information quick reference cards and installation help To obtain an index of available documents send a blank e mail to uk_modemsupport 3com com To have a document e maile
9. t IMPORTANT If you are advised to return your modem please ship the unit packaged securely and ensure the RGAS number is clearly visible on the outside of the package Please ship the unit with all charges prepaid and insured 15 IMPORTANT In accordance with the ITU standard for V 90 transmissions this modem is capable of 56 Kbps downloads However the download speeds you experience may be lower due to varying line conditions and other factors Uploads from users to server equipment travel at speeds up to 31 2 Kbps An analogue phone line compatible with the ITU V 90 standard or 3Com U S Robotics proprietary 56K technology and an Internet provider or corporate host site with the ITU V 90 standard or 3Com U S Robotics proprietary 56K technology are necessary for these high speed downloads 3Com the 3Com logo and U S Robotics are registered trademarks of 3Com Corporation or its subsidiaries Windows is a registered trademark of Microsoft Corporation All other trademarks are used for identification purposes only and may be trademarks and or registered trademarks of their respective companies Copyright 1998 3Com Corporation or its subsidiaries 1 024 1702 00
10. ve an internal modem and a Windows 95 system 1 Right click the My Computer icon on your desktop 2 Click Properties 3 Click the Device Manager tab If you see a yellow exclamation point over your modem you have a resource conflict and it is probably an IRQ conflict 4 Click the modem s name to select it 5 Click Remove Troubleshooting You will be asked if you are sure you wish to remove the device Click OK When the system has removed the modem software and information shut down and turn off your computer Unplug the computer from its electrical outlet SOS OO a SO Remove the cover of the computer physically remove the modem from its ISA slot and replace the cover 10 Plug the computer back into the electrical outlet and turn it on 11 When Windows restarts right click the My Computer icon on your desktop 12 Click Properties 13 Click the Device Manager tab 14 Double click Computer 15 Make sure the Interrupt request IRQ radio button at the top of the screen is checked You can determine which IRQ settings are free on your system by looking for numbers that are not listed in the Setting column One of the following IRQs needs to be free 3 4 5 or 7 or 9 if you have a Winmodem If there are no IRQ settings free in this range you need to move a device off of one of these IRQs in order to free it for use by your modem We recommend removing other modems or disabling COM ports that may be usin
11. wrong socket on the modem Make sure the phone cord is plugged into a socket labelled with the word TELCO marked with a wall socket icon on externals POSSIBLE SOLUTION You might have a bad phone cord connection to your modem The phone cord should be plugged into the TELCO socket on the modem marked with a wall socket icon on externals and the wall phone socket The phone cord should be no longer than 12 feet in length Use the phone cord included with your modem if possible POSSIBLE SOLUTION Your phone socket may have been wired incorrectly Contact your telephone company Ask them to make sure the tip and ring are on the outside pair of wires POSSIBLE SOLUTION You may have devices between the modem and the wall phone socket There should be no line splitters fax machines or other devices between the modem and the phone wall socket POSSIBLE SOLUTION You may have a poor line connection Place the call again Calls are routed differently each time POSSIBLE SOLUTION If you have voice mail your dial tone may be altered because messages are waiting Retrieve your voice mail messages to restore your normal dial tone Troubleshooting POSSIBLE SOLUTION Your software may not have auto answer enabled Enable the auto answer feature In your communication software s terminal mode type ATSO 1 and press ENTER You need to enable auto answer before every session unless you alter your software s initialization string to permanently en
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