General Modem Problems

Modems, among other reasons, account for a large number of the "general" problems new subscribers experience in setting up their connections. See Modem Settings for the straight details on configuring your modems. Among the most common modem-related problems are:

• I can't connect to the network.
• I don’t get a dial tone.
• My connection to CNC worked great for a long time, but suddenly started quitting.
• I have fewer problems dialing into other locations than dialing into CNC. Why is that?
• I get a "COMx Failed" error message and can't connect.

Your Internet Access Kit attempts to automatically set up and configure your modem for you. In most cases, it will do so without a hitch. If you have not already installed the CNC's Internet Access Kit, do so now. Installation instructions are included with the software.

If you find you are still having problems connecting after going through this process, follow the steps that are set out below. A quick hint: if your COM port is failing and not permitting you to connect, it is probably configured improperly; you may have the wrong one selected. Here are the details:

From your Internet Access Kit program group, Choose the Concentric Dialer Configuration Icon. Verify that your Com Port setting is correct.

Modem Settings

1. Check your modem manufacturer's literature for recommended modem initialization strings. These are the strange-looking commands that tell your modem how to behave. If you used the Registration program's automatic "Detect Modem" feature, the factory defaults for your modem should have been copied to your computer. If you would like to change the initialization string to something other that what was automatically detected:
   • From the Internet Access Kit program group, double-click on the "Account Signup" icon.
   • Choose "I already have an account ." The Product Code should be already entered..
   • Continue with the account setup procedure. (The information will be filled in from the first time you registered)

   From the "Modem Information" screen:

   - Choose "Don't detect my modem, let me specify it's settings."

   - You will see theses options-->

   - Enter the Init string recommended by your modem's manufacturer.

   - Choose the "Next" button

   - Finishing the registratin process will configure your

2. Determine your UART chip type. To do this:

• Exit Windows.
• From the DOS prompt, type "MSD" and hit the ENTER key. (If your computer responds "Bad command or file name", you will need to change directories to the one in which the program "MSD.EXE" is located (usually in your C:\Windows directory).
• Select the PORTS option upon running the program.
• If the program reports a 16550 or 16550A chip type, you most likely will be able to operate your modem at 28,800 bytes per second (bps) or higher speeds.
• If the program reports a 16450 or 8250 chip type, your modem most likely will not perform above 19,200 bps.

3. Make sure you have an up-to-date communications driver. To do this:

• From the Program Manager or File Manager, select from the menu "File|Run" and type in "Sysedit.exe", then press ENTER (or click on the "OK" button). This opens four windows. Close all but the window entitled "System.ini" (Press Ctrl-F4 to close each window).
• Scroll down to the section of this file headed with "[Boot]."
• Find the line within this [Boot] section that refers to the "comm.drv." Unless it has been updated before, it should read "comm.drv = comm.drv."
• If your computer is running Windows for Workgroups 3.11, you already have a more modern communications driver, so skip to the next troubleshooting section. But if your computer is running Windows 3.0 or 3.1, continue on.
• If your communications driver is different (possibly "comm.drv = turbocom.drv", "comm.drv = wfxcom.drv" or "comm.drv = cybercom.drv"), then you're in good shape! If, however, it reads "comm.drv = comm.drv", you may improve your communications with a more up-to-date communications driver. The Cybercom driver is freeware and can downloaded using your terminal communications program.

4. Though most communications software overrides the Windows 3.x Control Panel's COM port settings, some programs may not, so to avoid potential confusion
later, it's a good idea to set them anyway. To do this:

• Click on the Control Panel icon from within the Windows 3.x Main Group window.
• Double-click on the Ports icon.
• Double-click on the COM port icon for the port to which you want to connect (typically COM2 if you have two serial ports or COM1 if you do not).
• Set your configuration as shown in table 1 below.

5. If you have an external modem, check to see if at least two modem lights go on when your computer dials out (one of the advantages of external modems) and check all of the connections to insure that your modem is well connected.

• Note: If your computer has only one serial port and you have a serial mouse connected to it, you will have to acquire an additional serial port (generally on a "communications card") to accommodate additional connections for your modem.

In most situations, you should accept Windows 3.x’s default Interrupt and IRQ port settings shown below, and should add the previously-referenced port settings for connecting to CNC. Your overall settings should then be:

Other Reasons

Other possible reasons for difficulties connecting to the network include:

•  
• Your modem or telephone lines are too close to other electronic devices that may be causing electro-magnetic interference.
• You may have improper types of telephone wire or cables (external).
• Your communications card (external) or modem card (internal) may be defective.
• Your telephone wires or cables(external) may be plugged into the wrong slots.
• A major earthquake may have damaged Concentric Network's servers.
• You may not have properly installed your communications/dialer software.
• Are you sure you are using the right password?
• Are you sure your account status is up to date?

Dialing problems

Dialing problems may show up when:

• My connection hangs just as I am logging to the Concentric Network.
• I get a dial tone, but no number dials.
• I get a dial tone and hear a number dialing, but it does not connect me to the Concentric Network.

Phone calls are sometimes dropped due to line interference, heavy traffic loads or momentary hardware failures. Heavier than normal network loads also may cause your line to hang shortly after you try to connect. If your call does not go through on the first attempt, wait several minutes and try again.

If you still cannot connect, check the dialer settings you had entered when you installed the Concentric Internet Access Kit. To do this:

1. From your Internet Access Kit window, double-click the "Concentric Dialer Configuration" icon to display it.
2. From the dialer configuration dialog box, check to make sure you have correctly entered your User Name, Password and Phone Number (i.e., your local access number or CNC’s hourly 800 number: 1-800-991-4227). See the section on Configuring Your Dialer for more information about dialers.
3. If you need to press something for an outside line see our section on Outside line problems.

If you have additional devices attached to your computer (such as a CD-ROM drive, sound card, serial printer or serial mouse), you may have a conflict between their COM port settings and the COM port settings for your modem. To check this, you must inspect, and possibly reconfigure, the communications port interrupt numbers and addresses. Guidelines on checking for these conflicts are beyond the scope of this document. Consult your operating system manual and device manuals (such as your sound card manual) for more information on configuring your computer devices.

Outside line problems

If the Phone Dialer failed to dial 9 to get an outside line, or if it improperly inserted a 9 for an outside line when none is needed, follow these steps to correct the problem.

1. From your Internet Access Kit window, double-click the "Concentric Dialer Configuration" icon to display it.
2. Depending on which option you want, make sure you have (or have not) entered 9 in the box for getting an outside line.

 

Call waiting problems

If your connection is disrupted when another call comes in, it may be due to call waiting interference. If you have this feature on a phone line that you also use for your computer, you should disable it while using your modem, as follows:

1. From your Internet Access Kit window, double-click the "Concentric Dialer Configuration" icon to display it.
2. Select the appropriate code for temporarily disabling the call waiting feature. Consult your local phone company for the appropriate code (in most cases, the default "*70," works fine).

Winsock problems

If you get an error saying, "Can’t find Winsock.dll", as soon as you try running Netscape Navigator or your e-mail program, chances are that your TCP/IP software is improperly installed, or is not installed at all. For details on setting it up, see the section on "Configuring Your Dialer."

Long-distance problems

Quarterdeck's dialer uses the default area code as a profile for connecting to Concentric Network from various places from which you place calls. If you traveled to an area that had a local access number for the Concentric Network you would choose the number from the Pop Phone Numbers list. Your Local area code MUST be set as the same area code as the number you are trying to dial. Otherwise it will put a 1-(area code) in front of the pop phone number. To add additional profiles to store local access numbers to use while traveling, following these steps:

Configuring your Profile other local access numbers while traveling.

The Quarterdeck Dialer will allow you to set up a profile for multiple accounts with Concentric. This feature allows you to create and store seperate profiles for access to Concentric's network. This feature is located in the Concentric Dialer Configuration.

To ADD a Profile: - Choose "Add Profile" - Enter a user profile name - With this new user profile highlighted: - Enter username - Enter password - Choose the Pop Phone Number that is local for that calling area. - Enter the local area code for the location you are dialing from. - Choose "Start Dialer" To DELETE a Profile: - Highlight the profile you wish to delete - Choose "Delete Profile"

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