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Chapter 6 - Troubleshooting
Multi-Tech Systems, Inc. MT5634ZPX User Guide 30
Introduction to Troubleshooting
This chapter describes common problems you may have with your modem and how to
solve them. If you are unable to make a successful connection, or if you experience data
loss or garbled characters during a connection, use the
Initial Checklist
below to begin
the troubleshooting process. If the problem is not resolved after going through the
Initial
Checklist
, review the
Common Problems
section for further troubleshooting
recommendations. If you are still unable to make a successful connection, refer to
Chapter 7 for information on how to reach a technical support technician via our toll-free
telephone number or the Internet. Make certain you’ve completed the
Recording Modem
Information
section in Chapter 7 before contacting a technician.
Initial Checklist
The following checklist will help to ensure the modem has been properly set up.
• Make sure the COM port you chose during setup matches the COM port set in your
communications software. See Chapter 4 for more information.
• Check that the phone cord between the modem’s LINE jack and the wall jack is
undamaged and firmly connected to both.
• If you have modem with voice capabilities and have connected a telephone to your
modem, check that the phone cord between the modem’s PHONE jack and the
telephone is undamaged and firmly connected to both.
• If you have a modem with voice capabilities and have connected a microphone to
your modem, check the connection of the microphone plug to the modem’s MIC IN
jack.
• If you have a modem with voice capabilities and have connected speakers to your
modem, check the connection of the speaker plug to the modem’s LINE OUT jack.
• Retry whatever action was not working.
• If it still does not work, check the following section for a description and possible
solution to your problem.
Common Problems
The following is a list of common problems associated with using a modem:
• The modem does not respond to commands.
• The modem dials but cannot make a connection.
• The modem disconnects while online.
• The modem cannot connect when answering.
• File transfer appears slower than it should be.
• Data is being lost.
• Garbage characters display on the monitor.
• Fax and communications software won’t run at the same time.
Use the following instructions to guide you through troubleshooting these problems
before contacting Technical Support: