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116 Troubleshooting
RUN THE MODEM HELPER DIAGNOSTICS —
Windows XP:
1
Click
Start
→
All
Programs
→
Modem Helper
.
2
Follow the instructions on the screen to identify and resolve modem
problems. Modem Helper is not available on certain computers.
Windows Vista:
1
Click the Windows Vista Start button
→
All Programs
→
Modem
Diagnostic Tool
.
2
Follow the instructions on the screen to identify and resolve modem
problems. Modem diagnostics are not available on all computers.
VERIFY THAT THE MODEM IS COMMUNICATING WITH WINDOWS —
Windows XP:
1
Click
Start
→
Control Panel
→
Printers and Other Hardware
→
Phone and
Modem Options
→
Modems
.
2
Click the COM port for your modem
→
Properties
→
Diagnostics
→
Query
Modem
to verify that the modem is communicating with Windows.
If all commands receive responses, the modem is operating properly.
Windows Vista:
1
Click the Windows Vista Start button
→
Control Panel
→
Hardware
and Sound
→
Phone and Modem Options
→
Modems
.
2
Click the COM port for your modem
→
Properties
→
Diagnostics
→
Query Modem
to verify that the modem is communicating with
Windows.
If all commands receive responses, the modem is operating properly.
ENSURE THAT YOU ARE CONNECTED TO THE INTERNET — Ensure that you have
subscribed to an Internet service provider. With the Outlook Express e-mail
program open, click File. If Work Offline has a check mark next to it, click
the check mark to remove it, and then connect to the Internet. For help,
contact your Internet service provider.
SCAN THE COMPUTER FOR SPYWARE — If you are experiencing slow computer
performance, you frequently receive pop-up advertisements, or you are having
problems connecting to the Internet, your computer might be infected with
spyware. Use an anti-virus program that includes anti-spyware protection