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Chapter 4 - Troubleshooting

Multi-Tech Systems, Inc. MT9234ZPX User Guide 21

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.

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 E1 and press

NTER. 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.

• 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 port,

memory address, or interrupt request (IRQ) as your modem. See Chapter 2 for information on

verifying the configuration for your operating system. Look for conflicts with other devices installed on

your computer. Resources are assigned at power-up by the computer’s BIOS. If the resources

assigned to the MultiModem conflict with the resources of another device, the resources of the

second device have to be changed. Select the port the conflicting device is on and change it to

resolve the conflict. If you need to change switches or jumpers on the conflicting device, refer to the

device’s documentation.

• If you have another MultiModem, install it and try to make a connection.

• The modem might have a problem beyond the scope of this user guide. If you have another Multi-

Tech modem, try swapping modems. If the problem goes away, call Technical Support for

assistance.

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