Support 101 - Where do I begin?
Finding support for your product can seem daunting. However, we've simplified this process by putting together a list of first steps to get you on your way.
- Determine what product you have by finding your Product Code/Number.
- Find your Product Code/Number on the Support Main Menu Page, then go to your Product's Support Page.
- View or download files. Look at our example Support page below, it points out locations on the page for files and offers quick explanations for file types available.
Let's get started!
1. Find your product code. We can help by having you choose your category:
| External Modems/ISDN
| External Broadband/Networking
Note: product codes, product IDs, and model numbers are all very similar.
Product codes typically include "USR", 2 number country code, 4 number model number, and 1 letter revision version.
Product IDs include 2 number country code, 4 number model number, and 2 number revision version.
Model numbers are 4 numbers and do not include revision version.
You have chosen Internal Modems/ISDN.
Your Product Code is printed on a label attached to the product board behind the metal bracket. If you do not have the product code written down or do not have the box your product came in, you may need to open your computer and look for the label.
For specific instructions on opening your computer, consult the manufacturer's manual.
All new (manufactured after 2000) USR modem product codes start with a "USR" and are followed with a series of numbers and possibly a letter (for example, USR5610B). Some labels list the product number instead of the product code (for example, 005610-02). If you don't see a USR####, look for a series of numbers that look like this ######-## (6 digits - dash - 2 digits). Older modems may follow a different format and may have a 3C, 3CP, 00 (for US as shown above), 32 or 26 (Canada) preceding the numbers. Some may also leave out the dashes, as in the examples above. Older products may not have a seperate product code, but it may be the first 8 digits of the serial number as shown in the first example.
If you have a product code of USR + 6 numbers (for example, USR012884B) OR you did not purchase your product in the U.S. or Canada then you most likely need to go to another support section. Europe, Latin America, and Asia Pacific have different support. Go to www.usr.com/support and select your region.
If you still cannot find your product code, refer to the Modem Identification Wizard. Prodict ID is also the product number. The last 2 numbers are the revision version (01=A, 02=B). It may not work with all products.
NOTE: Sometimes the FCC model number matches your Product Code, but many of the older modems will not. For example Model 0460 is not the actual model number but the FCC number. Be sure to look at the label closely. Also note that some of the older products may now be out of warranty and may not be listed on our support pages.
2. On the main support page, use one of these two ways to select your product:
Use the boxes at the top of page to select your product by categories and then select Drivers, Firmware, Docs and FAQs
Select your product from the lists below the boxes.
Note: If you found your Product Code/Number and do not see your product in the lists, it is either no longer supported or it is manufactured for distribution in another region. There are regional links at the top of the main support page.
Not able to determine your product code: E-mail a technician.
3. After you have found your product's support page, you will have a variety of different files available. Here is a quick description of what may be available. The image on the right shows where they are located on the support page.
- Documents - User Guides (Manuals), Installation Guides, Reference Guides
- FAQs - Frequently Asked Questions including topics and issues related to the product; i.e., troubleshooting, wireless performance range, product support announcements, V.92 information, etc.
- Drivers - Files used to make your product work with Windows or other operating systems; typically an .inf file or embedded in an .exe file. For example, if you update your Windows from 98 to XP, you will most likely need a new driver.
- Firmware - Software that is permanently stored in the product's memory. For example, a V.92 update stores new information in the product after installation.