Troubleshooting Modem issues

Resolving The Problem

1. To begin troubleshooting, check the following top issues. If your issue is listed, select the link, otherwise proceed to step 2.
   
   

   	Unable to dial and log into an online service
   	Receiving a Remote Access Service (RAS) error code
   	Microsoft Windows is not recognizing the modem correctly
   	Duplicate modem entries

   
   
2. Verify that the modem line is properly connected to a RJ-11 phone jack, and not mistakenly to a similar looking RJ-45 port.
   
   

   YES: RJ-11 phone jack	NO: RJ-45 network jack

   
   
3. Verify that the other end of the modem cable line is connected directly to a wall outlet. Eliminate any devices like a telephone, answering machine, surge protector, or line splitter. Test with another phone cable and a different wall outlet, if available.
   
   
4. Verify the presence of a strong dial tone on the same telephone line that modem is attempting to dial out on by connecting a telephone handset. A no dial tone error message may be due to the software not handling a certain dial tone rather than a specific hardware fault. Around the world there is a variance in the signal quality of the dial tone which causes a report of no dial tone detection. Disable the dial tone detection to correct no dial tone detected by modem error.
   
   
5. Verify that the latest driver has been installed properly. Click here to download the latest drivers for your system.
   
   
6. Verify that no other software that accesses COM ports is running when the operating system loads. Temporarily disable any fax software, synchronizing software for handheld devices, communication software, or external pointing devices that require a COM port. This will test for, and eliminate possible resource conflicts.
   
   
7. Run modem diagnostics.
   
   
   1. Click Start, then click Settings
   2. Click Control Panel
   3. Double-click the Modem or Phone and Modem icon
   4. Click the Diagnostics tab
   5. Highlight your modem from the list
   6. Click More Info. The modem settings and a list of AT commands will appear
   7. Press and hold Ctrl+Alt+Delete (Click Task Manager for Windows NT, 2000, XP). Close Program dialog will appear
   8. Click End Task
      
      
8. Test your modem.
   
   
   1. Click Start, then click Programs, then click Accessories, (Click Communications if you use Windows XP), and then click HyperTerminal
   2. Enter a name for the test connection
   3. Highlight the red and yellow phone icon
   4. Click OK. The Connect To window appears
   5. Select the communication port that your modem uses from the Connect using drop-down list
   6. Click OK
   7. Click Restore defaults
   8. Click OK
   9. Type ATZ and press Enter
   10. Type ATDT and the telephone number to which you wish to connect. For example, your Internet Service Provider (ISP)
       
       
9. If the modem is still failing, uninstall then re-install the latest modem drivers.
   
   
   1. Click Start, then click Settings
   2. Click Control Panel
   3. Double-click the System icon
   4. Click the Device Manager tab (Click the Hardware tab, then click Device Manager if you use Windows 2000, XP)
   5. Click Modems
   6. Highlight your modem
   7. Click Remove
   8. Restart the system when prompted
      
      
10. Test the modem again. If the modem is still not responding correctly, repeat step 8 above, restart the system when prompted and run the modem driver installation program from the diskette or CD-ROM supplied with the system.
    
    
11. If these steps have not solved your problem:
    Refer to your system's Hardware Maintenance Manual, or refer to "Need more help?"

Back to top

Solution

• Reconnect the modem cable to the telephone socket and modem connector
• Try a different modem cable
  

Back to top

Solution

• Review Microsoft KBS article Q163111 - RAS error code list
• Review Microsoft KBS article Q117304 - RAS Event ID list
  
  

Back to top

Solution

• Remove duplicate entries for the modem listed under Windows Control Panel
• Reinstall the modem drivers
• Reseat the modem to a different ISA or PCI slot

Removing duplicate modem entries

1. Click Start, then click Settings, and then click Control Panel.
   
2. Double-click the Modem or Phone and Modem icon.
3. Verify the correct modem is listed.
4. If two modems are listed, highlight each and click Remove.
5. Restart the system when prompted.

Note: For the instructions in this document Windows XP systems must be configured with the Windows Classic View.

How to restore Windows classic view

Back to top

Support forums

Submit a technical question

Before you call IBM Service