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Troubleshooting Modems
If you experience problems whilst trying to use the modem for e-mail or accessing the
Internet there are a number of checks you can make to try to find out where the problem lies.
Check that the PC can detect the modem:
This is only an internal test and does not check the ability of the modem to send data down a
phone line.
• From the ‘Start’ button choose ‘Control Panel’.
• Click on ‘Switch to Classic View’
• Double-click on the ‘Phone and Modem’ icon.
The Modem Properties box is displayed make sure that the modem name is highlighted.
• Select the ‘Diagnostics’ tab.
• Now click on the ‘Query Modem’ button to check that your modem has been installed
correctly.
• The window above should show ‘Success’.
‘No dial tone’ message whilst trying to e-mail or connect to the Internet:
If you get this error, work through each of the following steps in turn:
• Start by checking that the modem cable is connected to a working phone socket. As a test,
plug a phone into the socket and listen for a dial tone.
• Make sure the modem cable is plugged into the socket marked LINE on the modem at the
back of the PC. Also check that it is securely plugged into the phone socket.
• Make sure no one is using the telephone line at the same time.
• Check the amount of telephony devices (modems, phones, fax machines etc) on the
telephone line.
Each such device will have a REN number and adding together the REN of each device on the
line will give a total REN value. If this value is too high (typically greater than three) there is
less chance of the modem connecting. In these cases, unplug one or more devices from the
telephone line and try connecting again. Most modems have a REN of 1 and the number of
other devices is usually printed on the underside of the device.
! NOTE: Extension cables can cause connection difficulties. If you are using an extension cable
make sure that it is BT approved and if possible approved for data communications.
If possible, try connecting without it.
! NOTE: Modems damaged by thunderstorms are not covered by the warranty. Surge
protectors are available that allow the modem cable to be protected.
Useful Web sites
TOTAL CARE SUPPORT
WWW.TOTALCARESUPPORT.COM
The following third party Websites are not under the control of the PC Manufacturer. As such,
the manufacturer does not accept any liability for the content of the sites and you visit these
sites at your own risk. Also these links are provided as a service to our customers and their
inclusion does not imply any endorsement of the site and its material.
LEXMARK
WWW.LEXMARK.CO.UK
CYBERLINK
WWW.GOCYBERLINK.COM
JENOPTIK
WWW.JENIMAGE.COM
ATI
WWW.ATI.COM
MICROSOFT
WWW.MICROSOFT.COM/UK
GSP & DK SOFTWARE
WWW.GSP.CC
INTEL
WWW.INTEL.COM
AMD
WWW.AMD.COM
KASPERSKY
WWW.KASPERSKY.COM
NORTON
WWW.NORTON.COM
MICROSTAR
WWW.MSI.COM.TW
CREATIVE LABS
WWW.EUROPE.CREATIVE.COM
GIGABYTE
WWW.TW.GIGA-BYTE.COM
SAMSUNG
WWW.SEC.SAMSUNG.CO.KR
NVIDIA
WWW.NVIDIA.COM
CHAINTECH
WWW.CHAINTECH.COM TW
ALBATRON
WWW.ALBATRON.COM TW