Situation:

If your modem is not working, you can usually identify the problem with the order and method of troubleshooting described below.

Solution:

Device conflicts

1. Right click on My Computer and select Properties from pop-up menu.
2. Then choose the Device Manager tab.
3. Double click on the Modems category to expand it.
4. If your modem has a red "X" or a yellow "!" in front of it, then there is a device conflict.
5. A device conflict occurs when more than one device tries to use the same resource such as a port, IRQ, or memory address.
6. If there is a device conflict please consult the Windows 95/98 User's Guide and the Owner's Manual for your modem to help resolve the conflict.
7. Highlight your modem and click the Properties button.
8. Look in the Device Status field to see what the conflict may be.
9. If the Device Status field reports that the device is working properly proceed to the next section.

Modem drivers

1. Open the Modems control panel.
2. This control panel can be found by clicking on the Start button, selecting Settings, and choosing Control Panel.
3. Click on the Diagnostics tab.
4. Highlight the Com port for the installed modem and click the More Info button for Windows to test the modem.
5. Windows will send a series of AT commands to the modem.
6. If the modem is working and modem drivers are installed correctly Windows will display responses in the Response column.
7. Otherwise an error message will appear, "The modem failed to respond."
8. If the modem does not respond please check to see that you have the correct driver for the modem installed and that it is configured correctly.
9. Consult the Owner's Manual for your modem to get help on how to install and configure the drivers for it.
10. If there are no errors in the response column then proceed to the next section.

1. Launch HyperTerminal from the Accessories program group in the Start menu.
2. You will be asked to enter a name for the connection.
3. Put in 'Test' and click the OK button.
4. When asked for a phone number click on the Cancel button.
5. Type 'at&f' to restore the modem to its factory default settings.
6. Press Enter.
7. The modem should respond with 'OK'.
8. Then type 'atz' to reset the modem.
9. Press Enter.
10. The modem should respond with 'OK'.
11. Finally type 'atdtXYZ' where XYZ is a phone number.
12. Press Enter.
13. You should hear the a brief dial tone and then your modem dialing out.
14. If you do not hear a dial tone but still hear your modem dialing out make sure that a working phone line is hooked up to your modem.
15. If your modem dials out then your modem works fine.
16. You should be able to use Timbuktu Pro 2000 to make an outgoing dial direct call.

If you need additional help please consult the following pages:

http://msnhomepages.talkcity.com/WindowsWay/diagnostics/modem/modem1.html

Summary:

This technote presents tips for methodically troubleshooting modem problems on Windows 95/98. Additional resources are also listed.