Us robotics USR5610B USER GUIDE
U.S. Robotics® Modems:
User’s Guide
http://www.usr.com/
Published February 2001
p.n. R46.0041.00
U.S. Robotics Corporation
935 National Parkway
Schaumburg, IL
60173
Copyright © 2000 U.S. Robotics Corporation. All rights reserved. No part of this documentation may be
reproduced in any form or by any means or used to make any derivative work (such as translation,
transformation, or adaptation) without written permission from U.S. Robotics Corporation.
U.S. Robotics Corporation reserves the right to revise this documentation and to make changes in content
from time to time without obligation on the part of U.S. Robotics Corporation to provide notification of such
revision or change.
U.S. Robotics Corporation provides this documentation without warranty of any kind, either implied or
expressed, including, but not limited to, the implied warranties of merchantability and fitness for a particular
purpose. U.S. Robotics may make improvements or changes in the product(s) and/or the program(s) described
in this documentation at any time.
If there is any software on removable media described in this documentation, it is furnished under a license
agreement included with the product as a separate document, in the hard copy documentation, or on the
removable media in a directory file named LICENSE.TXT or !LICENSE.TXT. If you are unable to locate a copy,
please contact U.S. Robotics and a copy will be provided to you.
UNITED STATES GOVERNMENT LEGEND
If you are a United States government agency, then this documentation and the software described herein are
provided to you subject to the following:
All technical data and computer software are commercial in nature and developed solely at private expense.
Software is delivered as “Commercial Computer Software” as defined in DFARS 252.227-7014 (June 1995) or
as a “commercial item” as defined in FAR2.101(a) and as such is provided with only such rights as are
provided in U.S. Robotics’s standard commercial license for the Software. Technical data is provided with
limited rights only as provided in DFAR 252.227-7015 (Nov1995) or FAR 52.227-14 (June 1987), whichever is
applicable. You agree not to remove or deface any portion of any legend provided on any licensed program or
documentation contained in, or delivered to you in conjunction with, this User Guide.
U.S. Robotics and Winmodem are registered trademarks and x2 is a trademark of U.S. Robotics Corporation..
Microsoft, Windows, and Windows NT are registered trademarks of MicrosoftCorporation.
All other company and product names may be trademarks of the respective companies with which they are
associated.
CONTENTS
1 56K FAX MODEM PRODUCT FEATURES
Modulation Schemes1
Error Control and Data Compression Schemes2
Fax Modulation Schemes2
Front Channel Link Rates (V.90/V.92)2
Back Channel Link Rates (V.92)2
Back Channel Link Rates (V.90)2
V.34+ Link Rates2
V.32bis Link Rates2
Additional Link Rates3
Fax Link Rates3
DTE Rates3
2 INTERNAL AND EXTERNAL MODEMS WITH SPEAKERPHONE
Making a Speakerphone Call with a Telephone5
External Modems with Speakerphone5
Internal Modems with Speakerphone5
Making a Speakerphone Call with Communications Software5
Answering an Incoming Call5
External Modems with Speakerphone5
Internal Modems with Speakerphone6
Speaking Privately to a Caller6
Adjusting Speaker Volume6
Muting a Call6
External Modems with Speakerphone6
Internal Modems with Speakerphone6
3 UNINSTALLING A U.S. ROBOTICS
Uninstalling a Winmodem modem7
Uninstalling an Internal Faxmodem8
®
MODEM
Uninstalling an External Faxmodem9
Uninstalling a Macintosh Faxmodem9
4 TROUBLESHOOTING AND HELP RESOURCES
External Serial Modems11
Basic Troubleshooting Steps11
My computer isn't recognizing my modem.12
My software isn't recognizing my modem.14
My modem won't dial out or doesn't answer incoming calls.15
Office Users16
Dialing Problems for Voice Mail Users16
My modem sounds like it's trying to connect to another modem but
fails.16
My modem isn't achieving a 56K Internet connection.17
External USB Modems18
Basic Troubleshooting Steps18
My computer isn't recognizing my modem.19
If You Are Using This Modem as a USB Device20
If You Are Using This Modem as a Serial Device21
My software isn't recognizing my modem.22
My modem won't dial out or doesn't answer incoming calls.23
For Both Dialing and Answering Problems23
Office Users24
Dialing Problems for Voice Mail Users24
My modem sounds like it's trying to connect to another modem but
fails.24
My modem isn't achieving a 56K Internet connection.24
Macintosh Modems25
Basic Troubleshooting Steps25
My computer isn't recognizing my modem.26
My software isn't recognizing my modem.27
My modem won't dial out or doesn't answer incoming calls.27
Office Users28
Dialing Problems for Voice Mail Users28
My modem sounds like it's trying to connect to another modem but
fails.28
My modem isn’t achieving a 56K Internet connection.29
Internal U.S. Robotics Winmodem® Modems30
Basic Troubleshooting Steps30
My computer isn’t recognizing my modem.
Possible solution:30
My software isn’t recognizing my modem.31
My modem won’t dial out or doesn’t answer incoming calls.33
Office Users33
Voice Mail Users33
My modem sounds like it’s trying to connect to another modem but
fails.33
My modem isn’t achieving a 56K Internet connection.33
Internal ISA Modems34
Basic Troubleshooting Steps34
My computer isn’t recognizing my modem.35
My software isn’t recognizing my modem.37
My modem won't dial out or doesn't answer incoming calls.39
Office Users39
Voice Mail Users39
My modem sounds like it's trying to connect to another modem but
fails.40
My modem isn't achieving a 56K Internet connection.40
Internal PCI Modems41
Basic Troubleshooting Steps41
My computer isn't recognizing my modem.41
My software isn't recognizing my modem.44
My modem won't dial out or doesn't answer incoming calls.45
Office Users45
Voice Mail Users46
My modem sounds like it's trying to connect to another modem but
fails.46
My modem isn't achieving a 56K Internet connection.46
Help Resources47
World Wide Web47
U.S. Robotics Knowledgebase47
Are You Still Having Problems?47
Customer Support via the Phone48
In the United States48
If You Need to Return the Modem to U.S. Robotics for Repair48
In the United States:49
In Canada:49
5 GLOSSARY
6 TECHNICAL REFERENCE
Front-of-the-Case Lights (External Serial Faxmodems)63
Top-of-the-Case Lights (Voice Faxmodem Pro Externals)64
Typing Commands64
Basic Data Commands64
Extended Data Commands71
S Registers80
Bit-Mapped Registers84
7 REGULATORY INFORMATION
Manufacturer's Declaration of Conformity89
Tested to comply with FCC Standards for Home and Office Use.89
Part 1589
Caution to the User90
Part 6890
Caution to the User91
Fax Branding91
Radio and Television Interference91
For Canadian Modem Users91
56K FAX MODEM PRODUCT
1
Modulation
Schemes
FEATURES
ITU-T V.92s
ITU-T V.90*
x2TM technology*
ITU-T V.34+
ITU-T V.34
ITU-T V.32bis
ITU-T V.32
ITU-T V.22bis
ITU-T V.22
ITU-T V.23
Bell 212A
ITU-T V.21
Bell 103
* models 5686, 5687, 5609, 5610, 5605, 5613 only
s on select models
2 CHAPTER 1: 56K FAXMODEM PRODUCT FEATURES
Error Control and
Data Compression
Schemes
Fax Modulation
Schemes
Front Channel Link
Rates (V.90/V.92)
ITU-T V.42
ITU-T V.42bis
MNP 2-5
ITU-T V.17
ITU-T V.29
ITU-T V.27ter
ITU-T V.21
Fax Standards
EIA 578 Class 1 FAX
EIA 592 Class 2.0 FAX
28000, 29333, 30666, 32000, 33333, 34666, 36000, 37333, 38666,
40000, 41333, 42666, 44000, 45333, 46666, 48000, 49333, 50666,
52000, 53333, 54666, 56000
Back Channel Link
Rates (V.92)
Back Channel Link
Rates (V.90)
28000, 29333, 30666, 32000, 33333, 34666, 36000, 37333, 38666,
40000, 41333, 42666, 44000, 45333, 46666, 48000
4800, 7200, 9600, 12000, 14400, 16800, 19200, 21600, 24000, 26400,
28800, 31200, 33600
V.34+ Link Rates 4800, 7200, 9600, 12000, 14400, 16800, 19200, 21600, 24000, 26400,
28800, 31200, 33600
V.32bis Link Rates 4800, 7200, 9600, 12000, 14400
Additional Link Rates 3
Additional Link
300, 1200/75 (V.23), 1200, 2400
Rates
Fax Link Rates 2400, 4800, 7200, 9600, 12000, 14400
DTE Rates 300, 1200, 2400, 9600, 19200, 38400, 57600, 115200
4 CHAPTER 1: 56K FAXMODEM PRODUCT FEATURES
INTERNAL AND EXTERNAL
2
Making a
Speakerphone Call
with a Telephone
MODEMS WITH SPEAKERPHONE
External Modems with Speakerphone
1 Make sure your telephone is plugged into the modem's PHONE jack.
2 Lift the telephone's handset.
3 Dial the phone number.
4 When the person on the other end answers, press the SPEAKER button
(on top of the modem).
5 Hang up the handset.
6 To end the call, press the SPEAKER button again.
Internal Modems with Speakerphone
See your modem’s communications software manual for instructions.
Making a
Speakerphone Call
with
Communications
Software
Answering an
Incoming Call
1 Dial the telephone number using your communications software.
2 To end the call, hang up using your software (see the software's Help file
for more information).
External Modems with Speakerphone
When you hear your phone ring, press the SPEAKER button.
6 CHAPTER 2: INTERNAL AND EXTERNAL MODEMS WITH SPEAKERPHONE
If you do not hear your phone ring, you may not have the telephone's
cord plugged into the modem's PHONE jack. If you are using your
communications software to dial speakerphone calls, the software needs
to be running in order for you to hear incoming calls.
Internal Modems with Speakerphone
See your modem’s communications software manual for instructions.
Speaking Privately
to a Caller
Adjusting Speaker
Volume
If you want to talk privately to a caller, you can use a phone handset
instead of the speaker by lifting the handset. To use the speaker again,
press the SPEAKER button and then hang up the handset.
Press the up and down volume buttons on top of the modem (marked
VOLUME).
Muting a Call External Modems with Speakerphone
If you'd like to say something without the receiving party hearing you,
you can press the MUTE button. When you mute a call, the ONLINE light
will blink.
To turn off the mute feature, press MUTE again. (The ONLINE light will
stop blinking and remain illuminated for the remainder of the call.)
Internal Modems with Speakerphone
Refer to your communications software manual for specific
speakerphone instructions.
UNINSTALLING A U.S.
3
Uninstalling a
Winmodem modem
ROBOTICS® MODEM
NOTE: These instructions only apply to current U.S. Robotics modems. If
the modem you'll be uninstalling was made by another manufacturer,
refer to that modem's documentation for instructions.
This chapter covers the uninstallation of:
■ A U.S. Robotics Winmodem
■ A U.S. Robotics Internal Faxmodem.
■ A U.S. Robotics External Faxmodem.
■ A U.S. Robotics Macintosh Faxmodem.
(Model Numbers 3CP5699A, 3CPxx5699A, 3CPxx2884A, 3CP5695, and
3CPxx5695)
®
modem.
1 Click Start, point to Settings and then click Control Panel.
2 Double-click the Add/Remove Programs icon.
3 Scroll down, select your modem and click Add/Remove.
4 A reminder that your U.S. Robotics modem will be permanently removed
from your system appears. Click Remove to proceed.
5 Click OK to confirm that the modem has been removed from your
system.
6 Next, verify that you completely uninstalled the Winmodem software.
Click Start, point to Settings and select Control Panel.
7 Double-click the System icon and click the Device Manager tab. If you
do not see a modem icon, you've successfully uninstalled your
Winmodem software. If you do see an icon, repeat these instructions
beginning with Step 1.
8 CHAPTER 3: UNINSTALLING A U.S. ROBOTICS® MODEM
8 Shut down Windows and turn off your computer.
9 Remove the phone cords from the modem's TELCO and PHONE jacks. If
the modem is a voice modem, remove any microphones or powered
speakers attached to the modem.
CAUTION: To avoid the risk of electric shock, make sure your computer
and all peripheral devices are turned off and unplugged.
10 Remove the computer's cover. (If you do not know how to do this, refer
to your computer's documentation.)
11 Find the modem inside the computer. (It will be the green board with
TELCO and PHONE stamped on its metal bracket.)
12 Remove the screw that attaches the modem's metal bracket to the
computer.
13 Remove the modem from its slot.
14 Replace the computer's cover. Your modem has now been completely
uninstalled.
Uninstalling an
Internal Faxmodem
1 First, remove the modem from the Windows operating system. From the
Start menu, point to Settings and then click Control Panel.
2 Double-click the Modems icon.
3 Click to highlight the name of the modem you wish to remove.
4 Click the Remove button.
5 Shut down Windows and turn off your computer.
6 Remove the phone cords from the modem's TELCO and PHONE jacks. If
the modem is a voice modem, remove any microphones or powered
speakers attached to the modem.
CAUTION: To avoid the risk of electric shock, make sure your computer
and all peripheral devices are turned off and unplugged.
7 Remove the computer's cover. (If you do not know how to do this, refer
to your computer's documentation.)
8 Find the modem inside the computer. (It will be the green board with
TELCO and PHONE stamped on its metal bracket.)
Uninstalling an External Faxmodem 9
9 Remove the screw that attaches the modem's metal bracket to the
computer.
10 Remove the modem from its slot.
11 Replace the computer's cover. Your modem has now been completely
uninstalled.
Uninstalling an
External Faxmodem
1. First remove the modem from the Windows operating system. From
the Start menu, point to Settings and then click Control Panel.
2. Double-click the System icon.
3. Click the Device Manager tab.
4. Double-click the Modems icon.
5. Click to highlight the name of the modem you wish to remove.
6. Click the Remove button.
7. Remove the phone cords from the modem's TELCO and PHONE jacks.
8. Shut down Windows and turn off your computer.
CAUTION: To avoid the risk of electric shock, make sure your computer
and all peripheral devices are turned off and unplugged.
9. If your modem uses a power adapter, unplug it from the outlet or
power strip.
10. Unplug the modem's serial or USB cable from the computer.
Uninstalling a
Macintosh
Faxmodem
1 Unplug the power supply from the electrical outlet.
2 Unplug the modem’s cable from the back of the Macintosh computer.
3 Remove the phone cords from the modem's TELCO and PHONE jacks.
10 CHAPTER 3: UNINSTALLING A U.S. ROBOTICS® MODEM
TROUBLESHOOTING AND HELP
4
External Serial
Modems
RESOURCES
This chapter covers:
■ External Serial Modems
■ External USB Modems
■ Macintosh Modems
■ Internal Winmodem
■ Internal ISA Modems
■ Internal PCI Modems
■ Help Resources
■ Are You Still Having Problems?
■ If You Need to Return the Modem to U.S. Robotics for Repair
®
modems
Basic Troubleshooting
Steps
1. Is your modem turned on? When your modem is properly connected
to power and is turned on, the CS light on the front panel will be on.
2. Is your power supply connected properly to both your modem and an
electrical outlet? If it is, check the outlet with another electric device (like
a lamp) to be sure that you are getting power. Also, use the power supply
that came with your modem; other similar-looking power supplies may
be of different voltages and could damage your modem.
3. Are you using the proper cable to connect your modem to your
computer? Make sure you are using an RS-232 modem cable. Check the
packaging of the cable you bought. There are many computer cables that
look similar to an RS-232, such as a Null Modem cable, that will not work
12 CHAPTER 4: TROUBLESHOOTING AND HELP RESOURCES
with this modem. Depending on whether you have a 9-pin or 25-pin
serial port on your computer, you will need either a DB9/DB25 or a
DB25/DB25 serial cable. See the diagrams below.
4. If there are DIP switches on the back of your modem, are they set
correctly? DIP switches 3, 5, and 8 should be in the down position. See
the diagram below for the correct settings.
You need a
DB9F/DB25M
RS-232 serial cable.
You need a
DB25F/DB25M
RS-232 serial cable.
My computer isn't
recognizing my
modem.
5. Is your phone cord properly connected? The phone cord should be
plugged into the jack labelled on the modem and into the wall
phone jack. Use the phone cord included in your modem's box if possible
Possible solution:
You may be using a COM port that is either already in use or not
configured correctly. To work properly, this modem needs to be plugged
into an enabled serial port which is assigned to a free COM port. Typically,
most computers have two serial ports assigned to COM 1 & 2
respectively.
Windows 2000 Make sure your COM port is not already in use by
another modem. Click Windows Start, Settings, and Control Panel,
and then double-click Phone and Modem Options . Click the Modems
External Serial Modems 13
tab. Look for another modem already in the machine. If there is another
modem listed, check which COM port it is using. If a previous modem is
already using the available COM port, you can either use another COM
port or uninstall the previously installed modem. See your previous
modem's manual for uninstallation instructions.
Next make sure that your COM Ports are configured correctly. Right-click
the My Computer icon on your desktop. Click Properties. Click the
Hardware tab. In the “Device Manager” section, click the Device
Manager button. Look under Ports (COM & LPT). If the COM Ports have
yellow exclamation points or red Xs over them, your COM ports may be
configured incorrectly. If this is the case, you may need to contact your
computer manufacturer.
It is also possible that you may be plugging an external modem's cable
into a disabled serial port. Refer to your computer's manual for
information about enabling COM ports. This usually involves altering the
BIOS settings and possibly the operating system. You may need to call
your computer's manufacturer to change your BIOS settings if they are
incorrect.
Windows 95/98 Make sure your COM port is not already in use by
another modem. Click Windows Start, Settings, and Control Panel,
and then double-click Modems. Look for another modem already in the
machine. If there is another modem installed, click the Diagnostics tab
to find out which COM port it is using. If a previous modem is already
using the available COM port, you can either use another COM port or
uninstall the previously installed modem. See your previous modem's
manual for uninstallation instructions.
Next, make sure that your COM Ports are configured correctly. Right-click
the My Computer icon on your desktop. Click Properties. Click the
Device Manager tab. Look under Ports (COM & LPT). If the COM Ports
have yellow explanation points or red Xs over them, your COM ports may
be configured incorrectly. If this is the case, you may need to contact your
computer manufacturer.
It is also possible that you may be plugging an external modem's cable
into a disabled serial port. Refer to your computer's manual for
information about enabling COM ports. This usually involves altering the
BIOS settings and possibly the operating system. You may need to call
your computer's manufacturer to change your BIOS settings if they are
incorrect.
14 CHAPTER 4: TROUBLESHOOTING AND HELP RESOURCES
Windows NT Click Windows Start, Settings, and then Control
Panel. Double-click Ports. Make sure the port you are plugging the
modem into appears in the list. If it does not, the port needs to be added,
and possibly enabled in the BIOS. Consult your Windows NT manual for
information about adding ports. After you add or enable the port, follow
the instructions on the front of the Installation Guide that came with your
modem to install your modem.
My software isn't
recognizing my
modem.
Possible solution:
Your communications software may not function properly if you have
more than one version of the software installed, you are using an older
version, or you have more than one communications software installed
on your system. We highly recommend using the communications
software provided with your modem on the Installation CD-ROM.
Possible solution:
Make sure the modem is plugged in and turned on. If it is, check the
outlet with another electric device (like a lamp) to be sure that you are
getting power. Also, you must use the power supply that came with your
modem; other similar-looking power supplies may be of different
voltages and could damage your modem. When your modem is properly
connected to power and is turned on, the CS light on the front panel will
be on.
Possible solution:
Your software's port settings may be incorrect. Make sure the software's
port settings match those for your modem. This information is on the
Installation Guide that came with your modem. There should be a place
in the Setup section of your software for this.
Possible solution:
Windows 2000 You may not have the correct modem type selected in
your software or in Windows. Click on Windows Start, Settings, and
Control Panel. When Control Panel opens, click Phone and Modem
Options. Click the Modems tab. Here you will see a list of installed
modems. You can also add, remove, or view the properties of modems
from this window. The U.S. Robotics modem you have installed should be
present in the list of installed modems. If none of the modem descriptions
in the list matches your U.S. Robotics modem or no modems are listed,
External Serial Modems 15
your modem is not properly installed. Try reinstalling your modem using
the instructions on the Installation Guide.
Windows 95/98/NT You may not have the correct modem type
selected in your software or in Windows. Click on Windows Start,
Settings, and Control Panel. When Control Panel opens, click
Modems. Here you will see a list of installed modems. You can also add,
remove, or view the properties of modems from this window. The U.S.
Robotics modem you have installed should be present in the list of
installed modems. If none of the modem descriptions in the list matches
your U.S. Robotics modem or no modems are listed, your modem is not
properly installed. Try reinstalling your modem using the instructions on
the Installation Guide.
Possible solution:
Windows 2000 If you are using Dial-Up Networking, it may not be
configured correctly. Check your configuration and make sure you have
the correct port selected. Click Start, point to Settings and click
Network and Dial-up Connections. Make sure that the description in
the “Connect Using” box (under the General tab) matches the
description of the modem you are using. If it doesn't match, select the
proper modem description.
My modem won't
dial out or doesn't
answer incoming
calls.
Windows 95/98/NT If you are using Dial-Up Networking, it may not be
installed or configured correctly. Check your configuration and make sure
you have the correct port selected. Double-click My Computer,
double-click Dial-Up Networking, right click on the connection you are
trying to use, and select Properties. Make sure that the description in the
modem box matches the description of the modem you are using. If it
doesn't match, select the proper modem description.
For both dialing and answering problems:
Possible solution:
Make sure that you are using the power supply that came with your
modem; other similar-looking power supplies may be of different
voltages and could damage your modem.
Possible solution:
16 CHAPTER 4: TROUBLESHOOTING AND HELP RESOURCES
You might have a bad phone cord connection to your modem, or your
phone cord may be plugged into the wrong jack. The phone cord should
be plugged into the jack labelled on the modem and into the wall
phone jack. Use the phone cord included in your modem's box if
possible.
Possible solution:
You may have devices between the modem and the phone jack. There
should be no line splitters, fax machines, or other devices between the
modem and the wall jack.
Office Users Possible solution:
You may have plugged your modem's phone cord into a digital line,
which can damage your modem. Contact your phone system
administrator if you are unsure whether or not your phone line is digital.
If your phone system requires dialing “9” to access an outside line, be
sure to add “9” before the number you are dialing.
Dialing Problems for
Voice Mail Users
My modem sounds
like it's trying to
connect to another
modem but fails.
Possible solution:
If you have voice mail provided by your local phone company, your dial
tone may be altered when messages are waiting. Retrieve your voice mail
to restore your normal dial tone.
Possible solution:
You may have a poor connection. All calls are routed differently, so try
placing the call again.
Possible solution:
If you have DIP switches on the back of your modem, make sure they are
set correctly. DIP switches 3, 5, and 8 should be in the down position. See
the following diagram for the correct settings.
External Serial Modems 17
My modem isn't
achieving a 56K
Internet connection.
Possible solution:
Our research has shown that the vast majority of telephone lines in North
America can and do support V.90/V.92 connections. The V.90/V.92
protocol allows for connection speeds of up to 56K, but line conditions
may affect the actual speeds during a given connection. Due to unusual
telephone line configurations, some users will not be able to take full
advantage of V.90/V.92 technology at this time. In order to achieve a
V.90/V.92 connection:
1. The server you're dialing into must support and provide a digital
V.90/V.92 signal. Your ISP can provide you with a list of dial-up
connections and information on what those connections currently
support.
2. The telephone line between your ISP and your modem must be
capable of supporting a 56K connection and contain only one
analog-to-digital conversion. The 56K signal from your ISP begins as a
digital signal. Somewhere between the ISP and your modem, there will
be a digital-to-analog signal conversion so that your modem can receive
the data. There must be no more than one analog-to-digital signal
conversion in the path from your ISP to your modem. If more than one
analog-to-digital conversion occurs, your connect speeds will default to
V.34 (33.6 Kbps). There may also be impairments on the local lines
between your ISP and your modem. These impairments can prevent or
limit connection speeds. All telephone calls are routed differently, so you
should try making your 56K connection several times. One way to test
this is to dial into a long distance location. Long distance lines are often
much clearer than local lines. It is important to note that telephone
companies are constantly upgrading their systems. Lines that do not
support 56K today may support 56K in the near future.
3. For a V.90 connection, your modem must be connecting to a V.90/56K
server. A pair of 56K modems will not connect to each other at V.90/56K
speeds.
18 CHAPTER 4: TROUBLESHOOTING AND HELP RESOURCES
4. For a V.92 connection, your modem must be connecting to a V.92
server. A pair of 56K modems will not connect to each other at V.92/56K
speeds.
Note: Current IC/FCC regulations limiting power may limit maximum
download speeds to 53,333 bps.
External USB
Modems
Basic Troubleshooting
Steps
1. Is your modem turned on? When your modem is properly connected
to power and is turned on, the Power light on the front panel will be on.
2. Is your power supply connected properly to both your modem and an
electrical outlet? If it is, check the outlet with another electric device (like
a lamp) to be sure that you are getting power. Also, use the power supply
that came with your modem; other similar-looking power supplies may
be of different voltages and could damage your modem.
3. Are you using the proper cable to connect your modem to your
computer? If you are using your modem as a USB device, you will to need
to purchase a USB A to B cable. If you are using your modem as a serial
device, you will need to purchase an RS-232 serial/modem cable. Check
the packaging of the cable you bought. There are many computer cables
that look similar to an RS-232, such as a Null Modem cable, that will not
work correctly with this modem. Depending on whether you have a 9-pin
or 25-pin serial port on your computer, you will need either a DB9/DB25
or a DB25/DB25 serial cable. If you are using your modem as a USB
device, you need a USB A to B cable. See the following diagrams.
You need a
DB9F/DB25M
RS-232 serial cable.
External USB Modems 19
You need a
DB25F/DB25M
RS-232 serial cable.
USB A to B cable
NOTE: You should NOT attempt to connect or use your modem with both
the USB and serial cable connected at the same time. Your modem may
fail to respond. If this occurs, you must power down your computer,
disconnect the cable you are not using, and restart your system.
My computer isn't
recognizing my
modem.
4. Is your phone cord properly connected? The phone cord should be
plugged into the jack labelled on the modem and into the wall phone
jack. Use the phone cord included in your modem's box if possible.
Possible solution:
Make sure the modem is plugged in and turned on. If it is, check the
outlet with another electric device (like a lamp) to be sure that you are
getting power. Also, you must use the power supply that came with your
modem; other similar-looking power supplies may be of different
voltages and could damage your modem. When your modem is properly
connected to power and is turned on, the Power light on the front panel
will be on.
Possible solution:
Make sure you are using the proper cable. If you are using your modem
as a USB device, you will to need to purchase a USB A to B cable. If you
are using your modem as a serial device, you will need to purchase an
RS-232 serial/modem cable. Check the packaging of the cable you
bought. There are many computer cables that look similar to an RS-232,
20 CHAPTER 4: TROUBLESHOOTING AND HELP RESOURCES
such as a Null Modem cable, that will not work correctly with this
modem.
If You Are Using This
Modem as a USB
Device
Possible solution:
Your USB port may not be enabled. To ensure USB is enabled on your
system, click Windows Start. Then click Settings and then Control
Panel. Click the System icon. Next click the Device Manager tab. If
your USB is enabled, there will be a USB icon and the words “Universal
serial bus controller” under the Computer icon. See the following picture
for an example of how the USB icon appears in Device Manager.
If USB is not enabled, you will need to enable USB in the system's BIOS.
For instructions, check with your computer manufacturer's technical
support. Once your USB port has been enabled in your system's BIOS,
Windows will automatically detect and install USB support when it
restarts.
External USB Modems 21
Possible solution:
If the modem has worked previously and you removed the USB cable
from the computer and then reattached it, try another USB port. It may
have been set up originally on the other USB port. You should notice
some minimal activity from your computer such as hard disk activity or an
hour glass icon for a few seconds when you insert or remove a USB cable
from the computer or the USB device. If you do not see anything, your
system may not be properly communicating with the USB ports.
If You Are Using This
Modem as a Serial
Device
Possible solution:
You may be using a COM port that is either already in use or not
configured correctly. To work properly, this modem needs to be plugged
into an enabled serial port which is assigned to a free COM port.
Windows 2000 Make sure your COM port is not already in use by
another modem. Click Windows Start, Settings, and Control Panel,
and then double-click Phone and Modem Options . Click the Modems
tab. Look for another modem already in the machine. If there is another
modem listed, check which COM port it is using. If this modem is already
using the available COM port, you can either use another COM port or
uninstall the modem. See the modem's manual for uninstallation
instructions.
Right-click the My Computer icon on your desktop. Click Properties.
Click Hardware. In the Device Manager section, click Device Manager.
Look under Ports (COM & LPT). If the COM Ports have yellow
exclamation points or red Xs over them, your COM ports may be
configured incorrectly or are disabled. If this is the case, you may need to
contact your computer manufacturer.
Windows 95/98 Make sure your COM port is not already in use by
another device. Click Windows Start, Settings, and Control Panel, and
then double-click Modems. Look for another modem already in the
machine. If there is another modem installed, click the Diagnostics tab
to find out which COM port it is using. If this modem is already using the
available COM port, you can either use another COM port or uninstall the
modem. See the modem's manual for uninstallation instructions.
Right-click the My Computer icon on your desktop. Click Properties.
Click the Device Manager tab. Look under Ports (COM & LPT). If the
22 CHAPTER 4: TROUBLESHOOTING AND HELP RESOURCES
COM Ports have yellow exclamation points or red Xs over them, your
COM ports may be configured incorrectly or are disabled. If this is the
case, you may need to contact your computer manufacturer.
Windows NT Click Windows Start, Settings, and then Control
Panel. Double-click Ports. Make sure the port you are plugging the
modem into appears in the list. If it does not, the port needs to be added
and possibly enabled in the BIOS. Consult your Windows NT manual for
information about adding ports.
My software isn't
recognizing my
modem.
Possible solution:
Your communications software may not function properly if you have
more than one version of the software installed, you are using an older
version, or you have more than one communications software installed
on your system. We highly recommend using the communications
software provided with your modem on the Installation CD-ROM.
Possible solution:
Make sure the modem is plugged in and turned on and that you are
using the power supply that came with it. When your modem is properly
connected to power and is turned on, the Power light on the front panel
will be on.
Possible solution:
Your software's port settings may be incorrect. Make sure the software's
port settings match those for your modem. This information is located on
the Installation Guide that came with your modem. There should be a
place in the Setup section of your software for port settings.
Possible solution:
Windows 2000 You may not have the correct modem type selected in
your software or in Windows. Click on Windows Start, Settings, and
Control Panel. When Control Panel opens, click Phone and Modem
Options. Click the Modems tab. Here you will see a list of installed
modems. You can also add, remove, or view the properties of modems
from this window. The U.S. Robotics modem you have installed should be
present in the list of installed modems. If none of the modem descriptions
in the list matches your U.S. Robotics modem or no modems are listed,
External USB Modems 23
your modem is not properly installed. Try reinstalling your modem using
the instructions on the Installation Guide.
Windows 95/98/NT You may not have the correct modem type
selected in your software or in Windows. Click on Windows Start,
Settings, and Control Panel. When Control Panel opens, click
Modems. Here you will see a list of installed modems. You can also add,
remove, or view the properties of modems from this window. The U.S.
Robotics modem you have installed should be present in the list of
installed modems. If none of the modem descriptions in the list matches
your U.S. Robotics modem or no modems are listed, your modem is not
properly installed. Try reinstalling your modem using the instructions on
the Installation Guide.
My modem won't
dial out or doesn't
answer incoming
calls.
For Both Dialing and
Answering Problems
Possible solution:
Windows 2000 If you are using Dial-Up Networking, it may not be
configured correctly. Check your configuration and make sure you have
the correct port selected. Click Start, point to Settings and click
Network and Dial-up Connections. Make sure that the description in
the “Connect Using” box (under the General tab) matches the
description of the modem you are using. If it doesn't match, select the
proper modem description.
Windows 95/98/NT If you are using Dial-Up Networking, it may not be
installed or configured correctly. Check your configuration and make sure
you have the correct port selected. Double-click My Computer,
double-click Dial-Up Networking, right-click the connection you are
trying to use, and select Properties. Make sure that the description in the
modem box matches the description of the modem you are using. If it
doesn't match, select the proper modem description.
Possible solution:
Make sure that you are using the power supply that came with your
modem; other similar-looking power supplies may be of different
voltages and could damage your modem.
Possible solution:
You might have a bad phone cord connection to your modem, or your
phone cord may be plugged into the wrong jack. The phone cord should
24 CHAPTER 4: TROUBLESHOOTING AND HELP RESOURCES
be plugged into the jack labelled on the modem and into the wall
phone jack. Use the phone cord included in your modem's box if
possible.
Possible solution:
You may have devices between the modem and the phone jack. There
should be no line splitters, fax machines, or other devices between the
modem and the wall jack.
Office Users Possible solution:
You may have plugged your modem's phone cord into a digital line,
which can damage your modem. Contact your phone system
administrator if you are unsure whether or not your phone line is digital.
If your phone system requires dialing “9” to access an outside line, be
sure to add “9” before the number you are dialing.
Dialing Problems for
Voice Mail Users
My modem sounds
like it's trying to
connect to another
modem but fails.
My modem isn't
achieving a 56K
Internet connection.
Possible solution:
If you have voice mail provided by your local phone company, your dial
tone may be altered when messages are waiting. Retrieve your voice mail
to restore your normal dial tone.
Possible solution:
You may have a poor connection. All calls are routed differently, so try
placing the call again.
Possible solution:
Note: U.S. Robotics 56K modems are capable of receiving downloads at
up to 56 Kbps and sending at 31.2 Kbps. Actual download speeds you
experience may be lower due to varying line conditions. Maximum
download speeds in U.S. and Canada are limited to 53K, due to
regulatory limits on power output.
Our research has shown that the vast majority of telephone lines in North
America can and do support 56K installation. The V.90 protocol allows
for connection speeds of up to 56K, but line conditions may affect the
actual speeds during a given connection. Due to unusual telephone line
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