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CHAPTER 6: Troubleshooting
6. Troubleshooting
Your modem was thoroughly tested at the factory before it was shipped. If you are
unable to make a successful connection, or if you experience data loss or garbled
characters during your connection, the modem might be defective. However, it is
more likely that the source of your problem lies elsewhere. The following
symptoms are typical of problems you might encounter:
• None of the LEDs light when the modem is on.
• The modem does not respond to commands.
• The modem dials but is unable to make a connection.
• The modem disconnects while online.
• The modem cannot connect when answering.
• The modem doesn’t work with Caller ID.
• Fax and data software can’t run at the same time.
If you experience problems, please check the following possibilities before calling
Technical Support.
6.1 None of the Indicators Light
When you plug in the modem, the operating system detects and configures the
modem, and the TR LED should come on.
If the TR LED does not come on, check to see that the software from the Modem
Installation CD has been installed.
6.2 The Modem Does Not Respond to Commands
• Make sure you are issuing the modem commands from the data
communications software, either manually in terminal mode or automatically
by configuring the software. (You cannot send commands to the modem from
the DOS prompt.)
• Make sure you are in terminal mode in your data communications program,
then type AT and press ENTER. If you get an OK response, your connections
are good and the problem likely is in the connection setup in your
communications software.