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Chapter 5 – Troubleshooting
Multi-Tech Systems, Inc. MT5656ZDX User Guide 17
Chapter 5 - Troubleshooting
Your modem was thoroughly tested at the factory before it was shipped. If you are unable to make a successful
connection, or if you experience data loss or garbled characters during your connection, check the list of
troubleshooting procedures before calling Multi-Tech.
• None of the LEDs light when the modem is on.
• The modem does not respond to commands.
• The modem dials but is unable to make a connection.
• The modem disconnects while online.
• The modem cannot connect when answering.
• File transfer is slower than it should be.
• Data is being lost.
• There are garbage characters on the monitor.
• The modem doesn’t work with Caller ID.
• Fax and data software can’t run at the same time.
If you experience problems, please check the following possibilities before calling Technical Support
(refer to Appendix A).
None of the Indicators Light Up
When you turn on the modem, the PWR indicator and the terminal turn on. If the LEDs remain off, the modem is probably not
receiving power.
• Make sure the modem’s power switch is on, especially if you normally turn the modem on by
turning on a power strip.
• If the modem is plugged into a power strip, make sure the power strip is plugged in and its
power switch is on.
• Make sure the transformer module is firmly connected to the modem and to the wall outlet or
power strip.
• If the power strip is on and the modem switch is on, try moving the transformer module to
another outlet on the power strip.
• Test that the outlet is live by plugging another device, such as a lamp, into it.
• The modem or the DC power transformer may be defective. If you have another Multi-Tech
modem, try swapping modems. If the problem goes away, the first modem or the DC power
transformer may be defective. Call Technical Support for assistance.
CAUTION: Do not under any circumstances replace the transformer module with one designed for another
product. Doing so can damage the modem and void your warranty.