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Chapter 6 - Troubleshooting
Multi-Tech Systems, Inc. MT5634ZPX User Guide 32
• If the modem reports
NO DIALTONE
, check that the modem’s telephone line cable is
connected to both the modem’s LINE jack (not the PHONE jack) and the telephone
wall jack. If the cable looks secure, try replacing it.
If that doesn’t work, the problem may be in your building’s telephone installation. To
test the building installation, plug a telephone into your modem’s telephone wall jack
and listen for a dial tone. If you hear a dial tone, your modem may be installed behind
a company phone system (PBX) with an internal dial tone that sounds different from
the normal dial tone. In that case, the modem may not recognize the dial tone and
may treat it as an error. Check with your in-house telephone switch (PBX) personnel
or the PBX system manual to see if you can change the internal dial tone. If you
can’t, change your modem’s initialization string to include
X3
, which makes the
modem ignore dial tones.
• If the modem reports
BUSY
, the other number may be busy. Try again later.
BUSY
also may indicate that 9 was not added to the phone number (if required to dial
9
for
an outside line).If you are required to dial
9
to get an outside line, the easiest way to
dial it automatically using legacy software is to include it in the modem’s dial prefix,
e.g., ATDT9, (the comma inserts a pause before the number is dialed). If you have
set up your connection through Dial-Up Networking or another communications
program, find the dialing configuration dialog box that allows you to add a dial prefix.
Enter
9
as the prefix when dialing.
For example, in Windows 95/98, select Start | Settings | Control Panel, and
then Modems. In the Modems Properties sheet, select the appropriate modem
model (e.g., Multi-Tech MT5634ZPX), click Dialing Properties and type 9 in the local
and long distance boxes in the
How I dial from this location
box.
• If the modem reports
NO ANSWER
, the other system has failed to answer, or you
may have dialed a wrong number. Check the number.
• If the modem reports
NO CARRIER
, the phone was answered at the other end, but
no modem connection was made. You may have dialed an incorrect number and a
person answered instead of a computer. A
NO CARRIER
message may also
indicate the modem you are calling is turned off or the software on the receiving end
is faulty or incorrectly configured. Check the number and try again or try calling
another system to make sure your modem is working. You may also try calling the
modem’s phone number from your telephone. If you hear harsh sounds, a modem is
answering the call. If the modem is answering, the modems may be having problems
negotiating due to modem incompatibilities or line noise. Try the call again connecting
at a lower speed by setting register S37 to a lower rate (e.g., by typing ATS37=11 in
the terminal window and pressing Enter).
The modem disconnects while online
• If you have call waiting on the same phone line as your modem, it may interrupt your
connection when someone tries to call you. If you have call waiting, disable it before
each call. In most telephone areas in North America, you can disable call waiting by
preceding the telephone number with *70 (check with your local telephone company).
You can disable call waiting automatically by including the disabling code in the
modem’s dial prefix (e.g., ATDT*70,—note the comma, which inserts a pause before
the telephone number is dialed). For example, in Windows 95/98 software, select
Start | Settings | Control Panel, and then Modems. In the Modems Properties
sheet, select
Multi-Tech MT5634ZPX
, click Dialing Properties. Check
This location
has call waiting
and select the correct code for your phone service.
Note: *70 is used only in the United States.
• If you have extension phones on the same line as your modem, you or someone else
can interrupt the connection by picking up another phone. If this is a frequent
problem, disconnect the extension phones before using the modem or install another
phone line for the modem only.