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Chapter 6 -- Troubleshooting

MultiModemUSB User Guide

Chapter 6- 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:

• None of the LEDs light when the modem is on.

• The modem does not respond to commands.

• The modem dials but is unable to make a connection.

• The modem disconnects while online.

• The modem cannot connect when answering.

• 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.

If you experience problems, please check the following possibilities before calling Technical Support

(see Appendix C).

None of the Indicators Light

When you turn on the modem, the LED indicators on the front panel should flash briefly as the modem

runs a self-test. If the LEDs remain off, the modem is probably not receiving power.

• Make sure the modem’s power switch is on, especially if you normally turn the modem on by

turning on a power strip.

• If the modem is plugged into a power strip, make sure the power strip is plugged in and its power

switch is on.

• Make sure the power supply is firmly connected to the modem and the power supply’s power

cord is firmly connected to both to the power supply and the wall outlet or power strip.

• If the power strip is on and the modem switch is on, try moving the power supply to another

outlet on the power strip.

• Test that the outlet is live by plugging another device, such as a lamp, into it.

• The modem or power supply may be defective. If you have another Multi-Tech modem, try

swapping modems. If the problem goes away, the first modem or power supply might be

defective. Call Technical Support for assistance.

CAUTION: Do not under any circumstances replace the power supply with one designed for

another product; doing so can damage the modem and void your warranty.

The Modem Does Not Respond to Commands

••

• Make sure the modem is plugged in and turned on. (See “None of the Indicators Light.”)

••

• Make sure you are issuing the modem commands from data communication 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 communication 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 communication software.

• Try resetting your modem by unplugging the USB cable from the modem, and then plugging it

back in.

• Try rebooting the computer.

• The modem might be defective. If you have anoter Multi-Tech modem, try swapping modems. If

the problem goes away, the first modem is possibly defective. Call Tech Support for assistance

(Refer to Appendix D)

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