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Contents:

Welcome to 56K Information Access

Product Features

Windows 98SE/Me/2000/XP Operating System Installation

Uninstallation
Instructions

Troubleshooting >

Technical Reference

Glossary

Regulatory Information
and Limited Warranty

56K Faxmodem User's Guide and Reference

Troubleshooting

If you have any difficulty with your modem, first make sure that it was installed correctly.

Windows 98SE/Me

  1. Click Windows Start, select Settings, and then click Control Panel.
  2. Double-click the Modems icon.
  3. In the "Modems Properties" screen, you should see a description for your modem. Click the Diagnostics tab. Make sure that the correct modem is highlighted.
  4. Click the More Info button. You should see a series of commands and responses from the modem. This means that the installation was a success.

If your modem is not listed and/or you do not see a series of commands and responses, check that all connectors are properly attached to your modem and the back of your PC. Check that the PWR light is illuminated. Shut down and restart your PC. Check your modem again using the Control Panel as described above.

Windows 2000/XP:

  1. Click Windows Start, Settings, and then Control Panel.
  2. Double-click the Phone and Modem Options icon.
  3. Click the Modems tab. Make sure that the correct modem is highlighted.
  4. Click Properties.
  5. Click the Diagnostics tab.
  6. Click Query Modem. You should see a series of commands and responses from the modem. This means that the installation was a success.

If your modem is not listed and/or you do not see a series of commands and responses, check that all connectors are properly attached to your modem and the back of your PC. Check that the PWR light is illuminated. Shut down and restart your PC. Check your modem again using the Control Panel as described above.

My PWR LED does not illuminate.

Possible solution:
Make sure the drivers for the modem are installed. The PWR light will not illuminate until the drivers are installed. If the drivers are installed, then check the following possible solutions.

Possible solution:
Make sure you are using the proper cable. Be sure you are using the USB A to B cable that came with your modem.

Possible solution:
Your USB port may not be enabled. To ensure USB is enabled on your system:

  1. Click Windows Start, point to Settings, and click Control Panel.
  2. Double-click the System icon.
  3. 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. 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.

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.

My 56K USB Faxmodem or my computer is performing erratically after the modem is connected.

Possible solution:
Try using a powered USB hub or check with the manufacturer of your USB host controller for a possible driver update.

Note: We have found that some USB host controllers have power output issues which may cause erratic performance for any USB device or the computer itself when any USB device is in use.

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 package installed on your system. We highly recommend using the communications software provided with your modem on the Installation CD-ROM.

Possible solution:
You may not have the correct modem type selected in your software or in Windows.

Windows 98 and Me users, click Windows Start, Settings, and Control Panel. Double-click the Modems icon.

Windows 2000 and XP users, click Windows Start, Settings, and Control Panel. Double-click the Phone and Modems icon and then click the Modem tab.

You will see a list of installed modems. You can also add, remove, or view the properties of modems from this window. The USRobotics modem you have installed should be present in the list of installed modems. If none of the modem descriptions in the list matches your USRobotics modem or no modems are listed, your modem is not installed properly. Try reinstalling your modem.

Possible solution:
If you are using Dial-Up Networking, it may not be configured correctly. Check your configuration and make sure you have the correct modem selected:

  1. Double-click My Computer, double-click Dial-Up Networking, right-click the connection you are trying to use, and click Properties.
  2. 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.

My modem won't dial out or doesn't answer incoming calls.

For Both Dialing and Answering Problems
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 be plugged into the jack labelled TELCO 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.

Voice Mail Users
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.

My modem sounds like it's trying to connect to another modem but fails.

Possible solution:
You may have a poor connection. All calls are routed differently, so try placing the call again.

My modem isn't achieving a 56K Internet connection.

Possible solution:
The V.90/V.92 protocol allows for download 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 56K connection:
  • The server you're dialling in to 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.
  • 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 V.90/V.92 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.
  • Your modem must be connecting to a V.90/V.92 server. A pair of 56K modems will not connect to each other at 56K speeds.

My modem isn't achieving the promised faster connections.

Possible Solution:
In order to achieve a V.92 connection:
  • The server you're dialing in to must support and provide a digital V.92 signal. Your ISP can provide you with a list of dial-up connections and information on what those connections currently support.
  • 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.
  • Your modem must be connecting to a V.92 server. A pair of 56K modems will connect to each other at V.34 speeds (33.6K).

The V.92 standard is an advancement in 56K technology. V.92 offers three functions to enhance the current V.90 standard.

  • The first enhancement is the "V.PCM-Upstream" technology, which allows a modem's upstream communication to reach speeds of 48,000 bps.
  • The second enhancement is "Quick Connect", which permits quicker dial-up connections by allowing the modem to remember the line conditions of a service provider that supports V.92. The first time that you connect with your service provider, the modem will perform the full training sequence and store the information it receives. This eliminates the need for the modem to go through the full training sequence during subsequent connection attempts, reducing the connection time by 30 - 50%. If the modem is unable to make an optimal connection any time after the initial attempt, the modem will perform the full training sequence.
  • The third enhancement is the "Modem On Hold" technology, which allows your Internet connection to be suspended when there is an inbound telephone call and you have the Call Waiting feature from your local telephone company. You can then return to the connection when the call is completed without losing the connection. If you are connecting to a service provider that supports V.92, you will receive a message informing you of an incoming call. In addition, if you subscribe to Caller ID service, the number of the incoming call will be displayed in the computer's message window. You will then have the option to accept the call or to ignore it. If you are connecting to a V.92 server and choose to accept the call, another message will appear notifying you of the length of time that the provider's system will wait on hold before the data connection is terminated.

Are You Still Having Problems?

1. Go to the USRobotics Web site at www.usr.com/support

Many of the most common difficulties users experience have been addressed in the FAQ and Troubleshooting Web pages for your specific product.

2. Submit your technical support question using an online form at http://www.usr.com/emailsupport

3. Call the USRobotics Technical Support Department.

Technical questions about USRobotics products can also be answered by our technical support specialists. The phone number can be found on the Customer Assistance card included with your modem or on the web site at:
http://www.usr.com/support/s-contact.asp




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