Troubleshooting Dial Direct connections can be tricky because there are so many elements involved. Here is a brief guide intended to help users make sure they've checked all the essential components. It also gives a few specific error messages and their usual causes.
CHECK ON BOTH SYSTEMS:
- Make sure the modem is on and properly connected to the computer and the phone line.
- If the modem is external, try turning it off and back on.
- Make sure that the modem cable is connected to the computer properly and that the phone line is the 'line' jack, not in the 'phone' jack.
- Make sure that the phone line is connected to the wall jack.
- Make sure that the correct modem
has been selected on both systems in the Dial Direct Preferences in Timbuktu. The Standard selection
works well for most 56K modems. Some modems are more particular than others. If your modem is not responding properly, try
another modem description. To find a modem description for a specific modem within Timbuktu, select 'Special' and then click on 'Modem'
button for a listing of manufacturors and models. If you're not sure what modem is installed on
that system, check your modem control panel. If your modem is not listed, it is our suggestion that you contact your
modem manufacturor and get the specific modem INIT string for your particular model of modem.
- Make sure that the phone number for the phone line you're using is the number you think it is. To test this, take the phone line out of the modem and plug it into a telephone. Dial that phone number from another telephone. Does it ring? If it does, then that's the correct phone number for that line. If it doesn't, find out what the number is for that line.
THINGS TO CHECK ON THE GUEST (the system you're initiating the call from):
- Is the New Connection window set up properly? Make sure that you've chosen the correct Call Type - Long Distance, Local or International. Also make sure that you've selected the correct Calling Location in the Calling From area. The Calling Location selected here should include any numbers that need to be dialed when calling from the location where the call will be initiated. This is the place to specify a '9' for Centrex and PBX systems, or a '1' for long distance, for instance. To check to see that your system is dialing the correct number, look at the 'Number to Dial' line in the New Connection window.
- Are you requesting a callback? If you're requesting a callback, refer to our callback documentation.
- Try connecting into our Dial Direct test server. The number is 510-653-4247. This is a good test to make sure that your modem is
set up properly and that you can make outbound calls on that line.
*Note: When connecting to our test servers, please select the "Look" service.
THINGS TO CHECK ON THE HOST (the computer you're dialing into):
- Is Timbuktu set to Answer Incoming Calls? Make sure that you've selected 'Dial Direct' under the Incoming Access' menu.
- Is Callback required when this user connects to the host? If a callback is required when this Trusted Visitor (the user the guest is connecting as) connects, please refer to our callback documentation to make sure that the Callback option is set up properly.
- Is there Fax software, a fax machine or any other application that may be using the port the modem is trying to use? Make sure that no other application is trying to pick up the call. If another application is set to answer calls, Timbuktu will not be able to answer. A good way to be sure that nothing else is trying to answer is to restart the host with only its Base OS and Timbuktu extension.
CALL IS NOT ANSWERED BY A MODEM
- This is generally and indication that some other application is trying to pick up the call on the host. Make sure to disable any Fax
software on the host, or any other application, such as Apple Remote Access Server, which may be trying to answer the call.
- Make sure the correct modem is selected on both systems. Sometimes users will receive this message when there's a problem with the modem on the host. Make sure the correct modem is selected in the Timbuktu Pro Dial Direct Preferences and that the modem is responding.
MODEM HAS BEEN REJECTED
There are two optional settings within Timbuktu Pro's Dial Direct Preferences that work best. Please try either of these options:
- Modem Handling: Special
Manufacturer: Hayes
Model: Accura/Optima
- Modem Handling: Generic 56K Manufacturer: Generic Modem
Model: Add custom initialization string
In the custom init field provided, enter in: at&f
- For older Macs, try the following:
Modem Handling: Special
Manufacturer: Apple
Model: iMac Internal Modem
CONNECTION TO REMOTE COMPUTER LOST
- Make sure the correct modem is selected on both systems. Generally when the connection to the host is repeatedly lost, it's a modem description problem. Try another modem description for the modem you suspect may be causing the problem. If that doesn't do it, try changing the modem description for the other modem.
MODEM IS NOT RESPONDING
- Make sure the correct modem is selected on both systems.
- Make sure the phone line is connected and in the correct jack on the modem. It should be in the 'line' jack, not in the 'phone'
jack.
- Is the correct port chosen in Timbuktu Pro? If you're using this modem successfully for other applications, check your modem control panel to see what port is selected there. Make sure you've selected the same port in the Timbuktu Dial Direct Preferences under 'Modem Connection'.
- Modem problems - Make sure the modem itself is functioning properly. A good way to test your modem is with a simple utility called
Zterm. Zterm takes Timbuktu out of the equation, to make sure that the two modems can connect to one another. This utility can be
found in the "Extras" folder on your Timbuktu Pro CD.
- Is the phone line you're trying to use a separate analog line, or is it passing through another device, such as a fax machine, a power supply, or a switcher? Make sure your phone line is not connecting to your modem through a power supply, a switcher or any sort of a phone system, like a PBX. This can degrade the signal, making a Timbuktu Dial Direct connection impossible. Timbuktu requires a clean, high quality phone line.
If you're still having trouble making a dial Direct connection after checking all of the above, consider/try the following:
- Have you ever connected successfully between these two systems? If so, what has changed since then? The answer is usually nothing,
until you start digging.
- Can you connect to our Dial Direct test server? Have both systems try connecting to our Dial Direct test server? Please make sure they both can. The number is 510-653-4247. Once connected the only service that will work is 'Look'.
- Is this an ISDN connection? If so, what modem description are you using? The Farallon Netopia ISDN modem selection works for most ISDN modems. If it's an ISDN connection, make sure both users have ISDN modems that support the V.120 protocol and Timbuktu Pro set to use it on both ends. Dial Direct connections can only be analog to analog or ISDN to ISDN. For example, a 56K modem can connect to a 56K modem and an IDSN modem can connect to an ISDN modem. However, an ISDN modem cannot accept a connection from a 56K modem and a 56K modem cannot accept a connection from and ISDN modem.