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PC Troubleshooting the Modem

How to troubleshoot a Windows PC Modem.

  • Check the telephone cable connectors and cable. It should be 10 feet or less and contain a correct RJ11 cable connector.

  • Check to ensure that you are plugged into the correct modem jack. An RJ45 will not fit into an RJ11 but an RJ11 (6 pin) will fit into an RJ45 (8 pin) receptacle. It will be a loose fit. the RJ45 is for your network interface card. RJ11 is your modem (telephone).

  • Check to ensure that the wall phone jack is functioning. Plug a phone into the same wall jack and ensure that you get a dial tone on your phone.

  • Check for error messages => wrong username or password then contact your ISP for the correct account settings. Check to ensure that your ISP did not disconnect you for violations or failure to pay your bill.

  • Check error messages in Event Viewer. Start / Settings / Control Panel / Administrative Tools / Computer Management (or Event Viewer)

  • Digital Lines - NEVER plug your modem into a digital line without a CORRECT filter. This will fry your modem.

  • Mobile Services - PDA (Personal Digital Assistant) Palm Pilots use COM9 - watch for conflicts.

  • Connect to a different test server to determine if you having problems with your ISP.

  • Reset the BIOS (Re-boot and tap the F2 Key, Press F9 (Default Settings), Press F10 (Save and Exit)

  • Uninstall and replace the drivers using Device Manager under Administrator Privileges - right click on My Computer / Properties / Hardware / Device Manager - expand Modem line item. Right click on the items below and select uninstall drive on the pop-up menu. Re-boot the system and Plug and Play will automatically detect the Modem device and re-install the drivers for you.

  • Reseat the modem.

  • For Notebooks - perform a hard reset.

  • Disable "Wait for Dial Tone". If you have Voice Mail then this will cause the modem to be unable to detect a dial tone.

  • Reduce your port speed on your modem settings.

  • Use Hyperterminal or another tool to test the modem.

  • Perform Modem Diagnostics test.

  • Check the initialization strings.

  • Perform an MSCONFIG if your computer has it.

  • Shut down all other applications to avoid conflicts. Remove all other hardware devices.

  • Turn the date back to the January 1, 2000 or an earlier date. There are known Y2K issues and driver bomb errors related to dates. If this solves the problem then get a new driver from the modem manufacturer or your oem manufacturer.

  • Perform a recovery. Ensure that you backup your data prior to doing a recovery.

  • If the problem persists then send in for service.
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