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Troubleshooting modem issues - Desktops

To troubleshoot modem issues, follow these steps and test your modem after performing each one.

Please select the modem symptom you need help troubleshooting, to jump to that section.
General troubleshooting
Unable to dial and log into an online service
You are receiving an Remote Access Service (RAS) error code
Microsoft Windows is not recognizing the modem correctly
Wake on Ring does not work after system is powered off

General troubleshooting
These are general troubleshooting steps that may resolve or more accurately diagnose numerous modem problems.
  1. Before using these diagnostic steps, verify the following information:
    1. There is a modem installed and that the phone cable is plugged into the RJ11 jack on the modem and not plugged into the RJ45 connector of a network card if a network card is installed.
    2. The modem, hardware, and operating system requirements are met.
    3. The latest modem driver has been installed properly.
    4. Check the Device Manager for conflicts and resource usage.
      To open Device Manager:
      1. Right-click on My Computer.
      2. Click Properties.

view of properties selection

  1. In the Properties window, select the Hardware tab, then click Device Manager.

view of system properties window

    1. Move the modem to another slot.
    2. Remove any additional adapters which may be using available resources, such as I/O or IRQ.
    3. Verify that no other software that accesses the COM ports is running when the operating system loads
    4. Verify that there is a direct connection from a wall outlet to the modem, without other devices such as surge protectors and fax machines
  1. Run the modem diagnostics
    1. Click Start, then click Settings, and then click Control Panel.
    2. Double-click the Modem or Phone and Modem icon.
    3. Click the Diagnostics tab.
    4. Highlight your modem from the list.
    5. Click More Info. The modem settings and a list of AT commands will appear
    6. Press and hold Ctrl+Alt+Delete (Click Task Manager if you use Windows NT, 2000, XP). The Close Program dialog box appears.
    7. Click End Task.
  2. 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).

  3. Reinstall the modem drivers
    1. Click Start, then click Settings, and then click Control Panel.
    2. Double-click the System icon.
    3. Click on the Device Manager tab (Click on the Hardware tab and then click Device Manager if you use Windows 2000, XP).
    4. Click on Modems.
    5. Highlight your modem.
    6. Click Remove.
    7. Restart the system when prompted.

      Note: If the modem is still not responding correctly, repeat steps 1 through 6 above. Do not restart the system when prompted. Run the modem driver installation program from the diskette or CD-ROM supplied with the modem.
  4. If these steps have not solved your problem, please refer to "Need more help?"

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Symptom
Unable to dial and log into an online service
Possible Solutions
  • Reconnect the modem cable to the telephone socket and modem connector
  • Try a different modem cable
If these steps have not solved your problem, please refer to "Need more help?"

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Symptom
You are receiving a Remote Access Service (RAS) error code

If these steps have not solved your problem, please refer to "Need more help?"

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Symptom
Microsoft Windows is not recognizing the modem correctly

Possible Solutions

  • Remove duplicate entries for the modem listed under Windows Control Panel
  • Reinstall the modem drivers
  • Reseat the modem to a different 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. Click here to learn how to restore Windows Classic View when you want it.

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Symptom
Wake on Ring does not work after system is powered off
  • The Wake on Ring option in BIOS only supports Wake on Ring from the Standby State, not from a power off state.

If these steps have not solved the problem please refer to "Need more help?"

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Need more help?
Submit a technical question
Contact your local technical Support Center
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