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Troubleshooting 109
• Disconnect the telephone line from the modem and connect it to a telephone,
then listen for a dial tone.
• If you have other telephone devices sharing the line, such as an answering
machine, fax machine, surge protector, or line splitter, then bypass them and
connect the modem directly to the telephone wall jack. If you are using a line
that is 3 m (10 ft) or more in length, try a shorter one.
RUN THE MODEM HELPER DIAGNOSTICS — Click the Start → Programs→
Modem Diagnostic Tool→ Modem Diagnostic Tool. Follow the instructions
on the screen to identify and resolve modem problems (Modem Helper is not
available on certain computers).
VERIFY THAT THE MODEM IS COMMUNICATING WITH WINDOWS —
1
Click the
Start ,
and then click
Control Panel
.
2
Click
Hardware and Sound
.
3
Click
Phone and Modem Options
.
4
Click the
Modems
tab.
5
Click the COM port for your modem.
6
Click
Properties
, click the
Diagnostics
tab, and then click
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 checkmark next to it, click the
checkmark 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 (your
program may require an upgrade) to scan the computer and remove spyware.
For more information, go to support.dell.com and search for the keyword
spyware.