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Troubleshooting Symptom Charts/ Modem - 6 7
Modem cannot connect
to remote access
server or to ISP
1 Verify the phone number of the server. Dial the number
using a telephone and listen for the “whistle” of a modem.
2 Make sure the user has set up remote access for the server
being contacted.
3 The user may need to create pauses while the number is being
dialed. Insert a comma between parts of the number where a
pause might be needed. For example, the following entries
cause remote access to dial “9” to get an outside line and then
pause before dialing the rest of the number:
9, 555-1234
Modem is dropping its
connection
1 International only: Use the Modem Country Selector utility to
make sure the modem is set to the correct country.
2 Try another cable and phone jack.
3 The phone line may be too noisy to handle the higher modem
speeds. Try connecting at a slower speed or use a generic CCL
file. (If you are familiar with the CCL script language, you
can edit the modem script to force a connection at a lower
speed.) If the problem continues, contact the phone company
to report the bad phone line.
4 Check if the user has call waiting on that phone line. With
call waiting active, an incoming call can interrupt the
connection. Disable call waiting using AT commands placed in
the init string of the dialup application. Usually the string is
*70.
5 There may be a problem with the server the user is
connecting to. Servers sometimes develop problems that
disconnect users without explanation. Try calling back later
or use an alternate number if one is available. If the problem
persists, contact the internet service provider.
6 Reseat the modem and internal modem cables.
7 Replace the modem.