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4 Troubleshooting
17
MultiModemZPX User Guide
Chapter 4 - 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, 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
communications 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.
• If you are using DOS or Windows 3.1 communication software, make sure the
initialization string includes &F as the first command, to cancel any “leftover’
command that could affect the modem’s operation.
• 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.