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4 Troubleshooting
17
MultiModemZPX User Guide
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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, it is
possible that the modem is defective. However, it is more likely that the source of your problem lies
elsewhere. The following symptoms are typical of problems you might encounter:
• The modem does not respond to commands.
• The modem cannot connect when dialing.
• 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.
• The voice functions don’t work.
If you experience problems, please check the following possibilities before calling Technical Support (see
Appendix D).
The Modem Does Not Respond to Commands
• Make sure you are issuing the modem commands from data communications software,
either manually in terminal mode or automatically by configuring the software. (You
cannot send commands to the modem from the DOS prompt.)
• Make sure you are in terminal mode in your data communications program, then type
AT and press ENTER. If you get an OK response from your modem, your connections are
good and the problem likely is in the connection setup in your communications
software.
• If you don’t get an OK, make sure you have properly configured the port in your com
munications program. Most legacy (prior to Windows 95) communications programs
connect to the COM port when the software loads and remain connected until the
program terminates. Some programs can disconnect without exiting the program. If this
is the case, try issuing the software’s connection command. If more than one
communications program is open, they may conflict with each other. Make sure all
other communications programs are closed, and then try to make the connection again.
• Your communication software settings might not match the port the modem is
connected to. Make sure the COM port you chose during setup matches the COM port set
in your communications software. See Chapter 2 for more information.
• Another expansion card, such as a sound or game card, might be using the same COM p
ort, memory address, or interrupt request (IRQ) as your modem. See Chapter 2 for infor
mation on verifying the configuration for your operating system. Look for conflicts with