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110 Troubleshooting
• If you have other telephone devices sharing the line, such as an answering machine,
fax machine, surge protector, or line splitter, bypass them and use the telephone to
connect the modem directly to the telephone wall jack. If you are using a line that is 3
meters (10 feet) or more in length, try a shorter one.
RUN THE MODEM DIAGNOSTIC TOOL —
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
Start
→
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
Start
→
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 provider. With the Outlook Express e-mail program open,
click File. If Work Offline has a checkmark next to it, click the checkmark to remove it
and connect to the Internet. For help, contact your Internet service provider.
Error Messages
CAUTION: Before you begin any of the procedures in this section, follow the
safety instructions in the
Product Information Guide
.
If the error message is not listed, see the documentation for the operating
system or the program that was running when the message appeared.