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Chapter 6: Troubleshooting
■ Disconnect any answering machine, fax machine, or printer that is on the same
line as the modem. Do not connect these devices to the same telephone line as
the modem.
■ Make sure that you are not using a digital, rollover, or PBX line. These lines do
not work with your modem.
■ Check for line noise (scratchy, crackling, or popping sounds). Line noise is a
common problem that can cause the modem to connect at a slower rate, abort
downloads, or even disconnect. The faster the modem, the less line noise it can
tolerate and still work correctly.
Listen to the line using your telephone. Dial a single number (such as 1). When
the dial tone stops, listen for line noise. Wiggle the modem cable to see if that
makes a difference. Make sure that the connectors are free from corrosion and all
screws in the wall or telephone wall jack are secure.
You can also call your telephone service and have the telephone line checked for
noise or low line levels.
■ Try another telephone line (either a different telephone number in your house or
a telephone line at a different location). If you can connect on this line, call your
telephone service to fix the original line.
■ Try connecting with the modem at a lower connection speed. If reducing the
connect speed lets you connect, call your telephone service. The telephone line
may be too noisy.
You cannot connect to the Internet
■ The ISP may be having technical difficulties. Contact your ISP for technical support.
■ See if the modem works with a different communications program. The problem
may be with just one program.
■ Review the troubleshooting information under “Internet” on page 71.
Your 56K modem does not connect at 56K
■ Current FCC regulations restrict actual data transfer rates over public telephone
lines to 53K. Other factors, such as line noise, telephone service provider
equipment, or ISP limitations, may lower the speed even further.
If your computer has a v.90 modem, the speed at which you can upload (send)
data is limited to 33.6K. If your computer has a v.92 modem, the speed at which
you can upload data is limited to 48K. Your ISP may not support 48K uploads.
Your fax communications program only sends and receives faxes at 14,400 bps when
you have a 56K modem
Current fax technology only supports a maximum send and receive rate of 14,400 bps.
8510809.book Page 74 Monday, June 13, 2005 7:29 AM