How to troubleshoot modem problems.
Modem problems can have a variety of causes. This document is intended to resolve problems in which no error message was generated, where the error message does not suggest a very specific resolution, or where the suggested resolution did not work. For more information on the terms used, see the definitions section below .
The list below summarizes each step you should take to try to resolve your modem problem. Clicking on each step will take you to a section that provides more information on that step. Although the list is long it is the best way to avoid unnecessary repairs. You may prefer to use the modem troubleshooting help file.
Make sure the line is free from static, excess noise and special tones.
Make sure you are using the modem port on your machine, not the network connection.
Check that any inline adapter you are using is in good condition.
Make sure the operator assisted or manual dialing option is not selected.
If the above steps did not correct the problem open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
If you can't hear a dial tone when Dialup Networking tries to connect make sure the volume is on. Even if you normally don't want the speaker on while dialing you need to know whether the modem is getting a dial tone, and whether it is dialing out. Click here for instructions on checking your modem volume settings.
If you have your modem speaker volume up and you can't hear dial tone then the problem might be one of the following:
(1) your modem is defective or improperly seated.
On some machines (e.g. Tecra 8100) the modem is installed from the bottom of the machine. Sometimes jarring or vibration will loosen the connection. Turn the machine upside down and place it on a firm surface. You can find the modem access cover by looking near where you plug the phone cord in. If you press firmly with the heal of your hand on the modem access cover you may be able to re-seat a loose modem.
Do not open the access cover because doing so will void the warranty.
(2) your modem drivers are defective or
(3) the connection you are using is defective. That could mean a problem with (a) the phone line (b) the phone jack or (c) with the cords and connectors used to connect the modem to the phone jack.
Plug a regular phone into the line, if you get no dial tone on the regular phone then the problem is with either the phone jack or the phone line. Find a working phone jack or a working phone line and try again.
If you get dial tone when you plug a regular phone into the line then continue with this troubleshooting checklist.
Return to the troubleshooting checklist.
If you are getting a dial tone the problem could be that the location you are trying to dial is unavailable. Try a different dial up number. If choosing a different dial up number does not resolve your problem continue with this troubleshooting checklist.
Return to the troubleshooting checklist.
Is the phone line free from static, excess noise and special tones?
If the dial tone wavers or has hisses, pops or static the problem may be in your phone line. Plug a regular phone into the line and see if you get the same noise. If you do then the problem is probably not with your machine or modem. If you have another phone jack for that phone line try that other phone jack. If you have a noisy phone line, then find a different phone line and try again.
Does the phone line you are using has "distinctive dial tone service"? Distinctive dial tone service adds special tones or pulses to the regular dial tone to alert the subscriber to the existence of messages. The modem may not recognize the "distinctive" dial tone as a dial tone. If the phone line you are using has distinctive dial tone service then clearing the messages or turning off the service should restore normal dial tone and should allow you to dial out normally. If turning off any distinctive dial tone service does not resolve your problem continue with this troubleshooting checklist.
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If your modem was working and you have not changed the modem driver settings, or tried to install new modem drivers then you should assume the modem drivers are correctly installed.
If you recently tried to install new modem drivers, they may not have installed correctly or they may not be compatible with your modem. If the modem drivers are improperly installed, incompatible or corrupt, then the original modem drivers may need to be reinstalled. For more information on reloading the modem drivers see document 39031 — How to re-install modem drivers
Before reinstalling the modem drivers finish this troubleshooting checklist.
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If you did not dial up from the log on script, then try rebooting and dialing in from the log on screen. For more information see the document 50015 — How to access the network using RAS or Dial-Up Networking .
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Did you use your modem tester before plugging in?
Modem problems can occur because of improper wiring of the phone jack , as well as incorrect phone line type.
Even if the phone line is known to be analog you should use the modem tester first to check that the phone jack is correctly wired. If it is not correctly wired you can often use the phone jack by using an inline adapter that corrects for the wiring pattern.
If you did not try the modem tester before plugging in try the modem tester now. For information on using the modem tester see Eureka! document 55030 — How to use your modem and modem tester properly .
If you do not have a tester, see Eureka! document 75081 — How to get a modem tester .
Return to the troubleshooting checklist.
If you did not get a green light on the modem tester, the modem could be damaged. If you got a yellow light but the modem worked before it could still be damaged. Always make sure that you have a green light on your modem tester before attempting to use the modem. Before submitting a NorthStar request to repair or replace the modem continue with this troubleshooting checklist.
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Your laptop's internal modem must only be plugged into analog phone lines. If the phone line tested as an analog line continue with this troubleshooting checklist.
If you plug your modem into a digital phone line, you will destroy the modem. If the modem tester identified the phone line as a digital line you can try continuing with this troubleshooting list, but it is most likely that your modem has been destroyed and must be replaced. Click here for information on submitting a NorthStar request for repairs.
Make sure you are plugged into the modem on your machine, and not to the network card.
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The modem and the network have different connections. Make sure you are not using the network connection.
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Is the phone cord in good condition?
Check that your phone cord is not frayed, does not have exposed wires, and is otherwise in good condition.
Check that the phone plugs on the phone cord are also in good condition.
Are you using the phone cord that came with your laptop computer to connect your computer to the phone jack? Do not use your network cable to RAS in. The phone cord looks exactly like the phone wire you use to connect your telephone to the wall phone jack. The network cord is thicker (heavier) than a regular phone cord. Make sure the cord you are using is one designed for regular household use or analog modems.
Return to the troubleshooting checklist.
If you don't need the connector to get the green light on the modem tester trying dialing in without it.
Make sure you are not using the network cord connector. The network cord connector has a slightly larger opening for a slightly larger plug, but it may be difficult to identify without something to use as comparison. If you are using a connector and it has no label on it assume it is the network cord connector and do not use it.
Return to the troubleshooting checklist.
Are you using an inline adapter to get a green light on the modem tester?
If you need the inline adapter to get a green light on the modem tester can you borrow the same kind of inline adapter from someone else to make sure the problem is not in the inline adapter?
Return to the troubleshooting checklist.
Connecting through another device such as a phone, fax machine, or answering machine can sometimes interfere with the modem, make sure you are connected directly to the phone jack.
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If you have another phone jack for that phone line try that other phone jack. Be sure to test it with your modem tester first.
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Try connecting using a different phone line (i.e. not just a different jack, but a different number). Be sure to test the line with your modem tester first. That the modem worked earlier on a different line won't really help diagnose things. You need to test the modem on a different line after you started having problems.
Line problems can be caused by poor quality or defective wiring, bad phone jacks and plugs, cheap phones, old/antique phones, or too many phones or other devices. Noise on the line can be caused by transformers used to light dials on older telephones, fax machines and similar equipment. This kind of line noise may not be obvious on a regular phone. If you unplug all other equipment so that the modem is only device using the phone line you may be able to identify line noise as the problem.
If the modem works on a different phone line, then the problem is not with your modem or modem drivers.
Return to the troubleshooting checklist.
Did you check to make sure the operator assisted or manual dialing option is not selected?
Make sure you have that O perator assisted or manual dialing option is not selected in dialup networking. For more information see document 55052 — Modems connecting ... Error 638: The request has timed out
Return to the troubleshooting checklist.
Try shutting down the computer completely, wait ten seconds, then restart.
Also make sure that your machine is not overheating. If the problem goes away only to come back when the machine has been on for a while consider taking steps to help keep your computer cool. Rest the back edge of the machine on something to allow air to circulate underneath. For example place a ruler underneath, or perch the computer on the edge of a pad of paper or thin book. A cake rack is an easy and effective way to improve cooling and air circulation.
Return to the troubleshooting checklist.
For more information on reloading the modem drivers see document 39031 — How to re-install modem drivers
Return to the troubleshooting checklist.
If you have tried all of the above and you still cannot get or maintain a connection either your modem needs replacement or repair, or the drivers need to be reinstalled. To make an appointment for service open a NorthStar Ticket. Be sure to leave a contact number and describe the problem. You will be contacted by the appropriate party. To open a NorthStar Ticket,
click here or see document
70001 — How to create a service request in NorthStar.
Definitions
connector - a connector is a hard plastic piece about one inch long. Each end of the connector has a place for a phone plug. It should have a label with a picture of wiring that is straight.If the label has a picture of wiring that crisscrosses then use it only if your modem tester indicates you need it to correct a wiring problem. If it does not have a label, do not use it with your modem. The unlabeled connector that comes with the standard PeopleSoft build is intended to connect network cords. (return to "connector" step of troubleshooting list)
inline adapter - a hard plastic piece about one inch long. Each end of the inline adapter has a place for a phone plug. It should have a label with a picture of wiring that crisscrosses. (return to "inline adapter" step of troubleshooting list)
modem tester - The part of your Road Warrior kit you use to check whether the phone jack is analog or digital and properly wired. If your phone jack is safe for the modem you will get a single green light. (return to "modem tester" step of troubleshooting list)
phone cord - the phone cord is the flat plastic coated wire, about six feet long. It has plugs on either end - one fits into the jack on your modem, the other into the phone jack. (return to "phone cord" step of troubleshooting list)
phone jack - your phone jack is where your phone plugs into - it is usually on a wall. For the purposes of testing your modem unplug any telephones, answering machines, fax machines or other equipment from that phone jack so you can plug the phone cord directly from the phone jack to your modem. (return to "phone jack" step of troubleshooting list)
phone line - not the cord but the source of the dial tone. (return to "phone line" step of troubleshooting list)
phone plug - this is the little plastic piece on each end of the phone cord. (return to "phone plug" step of troubleshooting list)
Click here to go back to the beginning of this document.
If you can't hear a dial tone make sure the volume is on. Even if you normally don't want the speaker on while dialing you need to know whether the the modem is getting a dial tone, and whether it is dialing out.
To check your modem volumes settings:
Click on the Start button to open the Start Menu, then select Settings and then Control Panel.
Double-click on the Modems icon to open it.
Select the General tab, then click on P roperties .
Select the
General tab. Under
Speaker volume make sure the slider
is to the right, and not in the Off position.
Close the window by clicking on OK.
Close the Modems Properties window by clicking on Close.
Return to checking for dial tone step in checklist.
Created by the PeopleSoft Knowledge Management Team.
Copyright © 1999-2002
All rights reserved.
Created: db 05/25/1999
Revised: db 01/03/2002