Technical Note #1615

Common Modem Problems

Application affected:Windows ModemsDate Created:07/19/96
Version Number:3.1, 3.11Last Modified:09/25/96
File Date(s):n/aCreated By:Mike Rimov
Type of Note:TroubleshootingAdditional Info:TN 1616, 1550, 1553

Keywords: troubleshooting troubleshoot modem win3.1 3.1 windows modems init string initialization keyboard navigation IRQ COM

 

Table of Contents

 

Common Questions & Answers:

Q: Highway 101 says that it cannot find my modem.

A: There are several hardware situations that might cause this. Below are a few of the things you can try to isolate right off the bat.

  1. If the modem is an external modem, make sure that the power is on and the cords are properly connected.
  2. If the end user has different communications program, verify that by using that program, they are able to dial out properly with their modem. If so, determine what that programs COM port settings are, so you can input them into Highway 101 later.
  3. If they have a communications program that allows you to talk directly to the modem (i.e. Procomm, QModem, etc.) attempt to communicate with the modem by launching that program and try sending the modem an ATZ command.
  4. If the mouse locks when Highway 101 attempts to auto-detect the end user's modem, it is most likely that the end user has an IRQ conflict in their system. If their modem is a Plug-N-Play (also known by tech support personnel as "Plug-N-Pray") modem, there is usually some sort of utility program with their software called something similar to "Where's the modem?" or "ACME Modem Configuration Utility". These programs will contain the vital IRQ and COM: Port information.
  5. If the Highway 101 setup utility, or diagnose.exe (located on the 5th disk) does not detect the modem, make sure all other serial based devices are turned off, and it's software is closed. Then rerun the modem check (by attempting to reinstall Highway 101 and have the setup utility search for the modem).
  6. If the modem still isn't found, and the mouse doesn't lock up, then check for the possibility of the modem being assigned a COMM Port number that already existed in the system. (See Technical Note 1616 - COM Port Troubleshooting using MSD for more information on how to determine if this situation exists).

NOTE: If the mouse locks when Highway 101 is auto-detecting the modem, have the user issue key strokes to exit Windows (see Technical Note 1510 - Keyboard Navigation under Windows for help on doing this). Once Windows is shut down, power off the computer for about 10 seconds. Power on the machine again, and the mouse will be active again (however the IRQ conflict will still exist).

 

Q: When logging in, my modem dials and I see the message "Security TTY Running", but I get the message that login failed

A: The first thing that you will need to do is see what's happening when you log in. To accomplish this, you need to follow a few simple steps, outlined below:

  1. First turn off the script so that a terminal window will appear when you connect. (See Tech Note 1570 - Switching Netscape's Scripted Login to Terminal Window, for instructions on how to do this).
  2. Try logging in manually.
    If the remote system will not take your login name and password combination make sure that the Caps lock key is not on. If you are still having problems, contact your Internet provider's support line to make sure that the account you are trying to log in under is currently active, and that the service is up and running currently.
  3. If manually logging in appears to be working, turn on the script again, but check the option box labelled "Show Script while logging in" Re-Attempt the login process. (this will allow you to debug where the script is failing to log in properly).
  4. With the help of your internet provider, edit the script to fix any problems that may appear in during step 3.

 

Q: When logging in, my modem dials and the terminal window appears, but all I see is garbage, even after pressing the enter key, nothing seems to happen.

A: Try adjusting the baud rate of your connection. You might even have to try as low as 19200. (See Technical Note 1551 - Changing your Modem BPS rate for details on how to do this)

If this doesn't seem to be helping, make sure that the modem you are connecting to on the internet provider's side is functioning properly. Try connecting via Windows Terminal, or contact the internet provider to have them check the modem. Also, often many internet providers can give you a special phone number to dial to a specific modem, so you can rule out that possibility.

 

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