User's Manual

Chapter 6 - Troubleshooting
43
MultiModemDID User Guide
Chapter 6 - Troubleshooting
Your modem was thoroughly tested at the factory before it was shipped. If you are unable to make a
successful connection, or if you experience data loss or garbled characters during your connection, it is
possible that the modem is defective. However, it is more likely that the source of your problem lies
elsewhere. The following symptoms are typical of problems you might encounter:
• None of the LEDs light when the modem is on.
• The modem does not respond to commands.
• The modem dials but is unable to make a connection.
• The modem disconnects while online.
• The modem cannot connect when answering.
• The modem doesn’t work with Caller ID.
• Fax and data software can’t run at the same time.
If you experience problems, please check the following possibilities before calling Technical Support (see
Appendix E).
None of the Indicators Light
When you plug in the modem, the Power LED should come on. After the operating system detects and
configures the modem, the TR LED should come on.
• If the Power LED does not come on, double check the cable connections.
• If the TR LED does not come on, check to see that the software from the installation disk has
been installed (see Chapter 2, Step 3).
The Modem Does Not Respond to Commands
• Make sure you are issuing the modem commands from the data communications software, ei-
ther manually in terminal mode or automatically by configuring the software. (You cannot send
commands to the modem from the DOS prompt.)
• Make sure you are in terminal mode in your data communications program, then type AT and
press ENTER. If you get an OK response, your connections are good and the problem likely is in
the connect setup in your communications software.
• Try resetting your modem by unplugging the DID cable from the modem, and then plugging it
back in.
• Try rebooting the computer.
• The modem might be defective. If you have another Multi-Tech modem, try swapping modems. If
the problem goes away, the first modem is possibly defective. Call Tech Support for assistance
(see Appendix E).