CNET CN5614XR, CN5614AV, CN5614CH, CN5614XE, CN5614XRA Frequently Asked Questions Manual

MODEM FAQ

INSTALLATION ISSUES

1. Why doesn’t Windows detect the modem after I turn on the computer?!?

• If you have an internal modem, the modem needs to be in a PCI slot. It

will not work in an ISA slot. Refer to your computer’s documentation to
verify what PCI and ISA slots looks like. Verify that the modem is firmly
seated into the PCI slot. If the modem still is not detected, try relocating
the modem into a different PCI slot and/or temporarily remove other PCI
cards(network adapter, sound card, etc.) in the event of a resource conflict.

• If you have an external modem, verify that the modem is powered-on, is

properly connected to the appropriate serial port, and is using the correct
power adapter(9V AC). Also, verify that these ports are enabled in the
system BIOS settings. If these ports are disabled, the modem may not
work properly. Windows’ Device Manager should list these devices under
a category called PORTS. Refer to your computer’s documentation for
BIOS settings. If the modem still is not detected, try a different RS-232
cable and try a different serial port on your computer.

• If you have a USB modem, make sure the USB controller is enable on

your system. To verify this, check this in the system BIOS as well as in
the Device Manager.

• If you have a PCMCIA CNet modem. Verify that the laptop’s PCMCIA

sockets are working properly. A simple way to do this is to install another
PCMCIA card and see that it works.

• If you have Windows NT 4.0, an internal modem most likely will not be

detected by automatically. Thus, you will need to go to the Windows NT

4.0 subdirectory and run SETUP.EXE. Follow the installation wizard to
complete the installation. If you have an external modem, go to Control
Panel and go to the Modem icon. Click ADD and specify the Windows
NT .inf file on the Windows NT subdirectory.

2. How do I uninstall and reinstall the modem?

• For Win 9x, ME, 2K: Download the latest drivers if available for the

modem. Go to Device Manager and remove the modem. Reboot computer.
Follow the steps of the New Hardware Wizard.

• For Windows NT 4.0: Download the latest drivers if available for the

modem. Go to Add/Remove Programs in the Control Panel remove the
modem from. Restart computer. Run the setup.exe file from the drivers
folder for Win NT.

• For Windows XP: Download the latest driver, if available. If you have the

CN5614RV(A), follow the steps in the readme.txt file. If a Windows XP
driver is not available, the Windows 2000 driver should work.

3. How do I know if my modem is functioning?

• Perform a modem diagnostic test by going to the Control Panel and

opening the Modem icon. Make sure you can see all the AT commands.
Make a dial-up connection using Dial-Up Networking or Internet
Connection Wizard and attempt to connect to your ISP.

4. Why is there a red ‘X’ or an exclamation point (!) in Device Manager next to my

modem?

• There is a problem with the modem. Double-click on the modem model to

see the status of the modem. Follow the instructions recommended by
Device Manager. If the problem persists, please contact our Technical
Support department.

5. Why is there something called ‘PCI Communications Device’ in Device Manager?

• The drivers are not installed. Double-click on ‘PCI Communications

Device’ and click on update driver. Follow the directions from the Update
Device Wizard. Note: you may need to specify the exact location of the
driver(.inf file).

6. Why do I get the message ‘Windows could not find drivers for this device’ during

installation of the modem?

• Windows does not know where the location of the drivers are. Try the

installation process again and this time specify the exact location of the
driver files. Example, if the driver CD is in your CD-ROM(drive D),
specify ‘D:\’ or ‘D:\Win9x’ or D:\Win2000. Note: You may need to
browse to the folder to determine the exact location. Also, your CD-ROM
could possible have a different drive letter assigned to it such as ‘E’.

• On Windows 95, it may not be able to ‘see’ system files which are hidden.

Disable the file-hiding option and retry installation.