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Troubleshooting Modems
A modem presents all the potential problems you find with any other device. You must make sure that the modem is properly installed, that the driver is properly installed, and that the resource settings are consistent and do not conflict with other devices. Modems also pose some unique problems because they must connect directly to the phone system, they operate using analog communications, and they must make a point-to-point connection with a remote machine.
The online help files for both Windows NT and Windows 95 include a topic called the Modem Troubleshooter (see Figure 13.1). The Modem Troubleshooter leads you to possible solutions for a modem problem by asking questions about the symptoms. As you answer the questions (by clicking the gray box beside your answer), the Modem Troubleshooter zeroes in on more specific questions until (ideally) it leads you to a solution. See Exercise 13.1 at the end of this chapter for more on the Modem Troubleshooter.
Some common modem problems (in addition to the basic device problems discussed earlier in this chapter, such as connectivity and resource settings) are as follows:
- Dialing problems. The dialing feature is improperly configured. For instance, the modem isn’t dialing 9 to bypass your office switchboard, or it is dialing 9 when you’re away from your office. The computer also could be dialing an area code or an international code when it shouldn’t. Check the dialing properties for the connection.
- Connection problems. You can’t connect to another modem. Your modem and the other modem might be operating at different speeds. Verify that the maximum speed setting for your modem is the highest speed that both your modem and the other modem can use. Also make sure the Data Bits, Parity, and Stop Bits settings are consistent with the remote computer.
- Protocol problems. The communicating devices are using incompatible line protocols. Verify that the devices are configured for the same or compatible protocols. If one computer initiates a connection using PPP, the other computer must be capable of using PPP.