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╔═════════════════════════════════════════════════════════════════════════╗
║ ║
║ SatisFAXtion Modem/400: Solutions to Common Problems ║
║ ║
╚═════════════════════════════════════════════════════════════════════════╝
SOLUTIONS TO COMMON PROBLEMS
This document discusses the solutions to the most common questions and
problems customers have when they contact Intel Customer Support.
TABLE OF CONTENTS: MODEM/400 SOLUTIONS TO COMMON PROBLEMS
These are the topics covered in this document listed in order of
appearance.
■ Dell Local Bus Systems: Limited Compatibility with CAS Faxmodems
■ Gateway 2000 486/33 Local Bus: Limited Compatibility with CAS
Faxmodems
■ SETUP and Local Bus Video Systems
■ DOS 6.0 AND SATISFAXTION BOARDS
■ DBLSPACE Disk Compression Utility
■ MEMMAKER Memory Configuration Utility
■ Using Multiple Configurations
■ My Software Doesn't List the SatisFAXtion Modem/400
■ Enabling the SatisFAXtion Data Modem
■ Which Smart Line Sharing Option Should I Use?
■ Voice Calls on a Shared Phone Line
■ If You Pick Up Before the Faxmodem & Hear a Fax Tone
■ If You Pick Up Before the Faxmodem & Hear Silence
■ If You Pick Up After the Faxmodem
■ Using the * (Star) Key to Stop Unwanted Ringing
■ Modem Won't Auto answer When SLS Enabled
■ Tips for Correcting Protocol Errors
■ Use the Latest SatisFAXtion Software
■ Latest Modem/400 Software Version Numbers
■ Line Compensation Setting on the Modem/350 & Modem/400
■ Adjusting the Line Compensation Setting
■ Intermittent Lockups With CASMGR Loaded
■ Board Hangs Up Voice Calls
■ Clicking Relay
■ Clicking Relay - Modem/400
■ No Dialtone on Down-line Phone
■ No Dialtone on Down-line Phone - Modem/400
■ Where to Find Software Configuration Help
■ My Software Doesn't List the Intel Modem
■ IRQs, I/O Addresses, and COM Ports
■ Common Symptoms of IRQ Conflicts
■ I/O and IRQ Conflicts
■ Finding a COM Port for the Modem/200 & Modem/400
■ IRQ Conflicts Continued
DELL LOCAL BUS SYSTEMS: LIMITED COMPATIBILITY WITH CAS FAXMODEMS
These Dell computers include Local Bus Video that uses 260h:
433L 450L 466L
433M 450M 466M
433T 450T 466T
433ME 450ME 466ME
433SL
433SM
When you install the SatisFAXtion board into a Dell system equipped with
Local Bus Video, the system may fail to boot. This happens because of an
I/O conflict between the Dell system and the SatisFAXtion board. To work
around the problem, follow the instructions under "SETUP and Local Bus
Video Systems".
GATEWAY 2000 486/33 LOCAL BUS: LIMITED COMPATIBILITY WITH CAS FAXMODEMS
The Gateway 2000 486/33 with local bus video appears to use the I/O
address 260h (the default I/O address for the Modem/200, Modem/350,
Modem/400, and SatisFAXtion Classic). SETUP 1.40 and 1.42 will give the
error "SatisFAXtion board not found." To work around the problem, follow
the instructions under "SETUP and Local Bus Video Systems".
This system reportedly uses a Micronics motherboard.
SETUP AND LOCAL BUS VIDEO SYSTEMS
At the factory, the SatisFAXtion boards are set to the I/O address 260h.
This is the same I/O address used on some systems containing a feature
called "Local Bus Video". When installing a brand new SatisFAXtion board
in a Local Bus system, SETUP will not find the SatisFAXtion board because
of the I/O address conflict. Here's Intel's recommended solution to this
problem.
1. Insert the SatisFAXtion board into a different computer (one without
Local Bus).
2. Insert the SatisFAXtion diskette 1 into the floppy drive and type
A:\SETUP or B:\SETUP depending on which drive the diskette is in.
3. At the "Options" menu, select "Advanced setup" then select "Setup
hardware".
4. Highlight "Fax I/O address", press ENTER, then highlight "350 - 35F"
and press ENTER again.
5. Press F10 twice to accept the change and return to the "Options"
menu.
6. Exit the SETUP program, turn off the computer and remove the
SatisFAXtion board.
7. Insert the SatisFAXtion board into the Local Bus system and complete
the installation as usual.
DOS 6.0 AND SATISFAXTION BOARDS
Intel tested DOS 6.0 with the SatisFAXtion faxmodems and they are
compatible. However, Intel's Compatibility Lab did identify some issues
that may concern SatisFAXtion board users.
DBLSPACE DISK COMPRESSION UTILITY
DBLSPACE is completely compatible with the SatisFAXtion hardware and
software.
MEMMAKER MEMORY CONFIGURATION UTILITY
MEMMAKER may configure the SatisFAXtion drivers to LOADHIGH. While this is
not a problem for the SATISFAX.SYS driver, Intel does not recommend using
LOADHIGH on CASMGR. Instead, use EMM386 or another memory manager to
create some EMS memory for CASMGR to use.
USING MULTIPLE CONFIGURATIONS
MS DOS 6.0 allows you to define multiple configurations in your CONFIG.SYS
and AUTOEXEC.BAT files. See your DOS 6.0 User's Guide for more information
on Multiple Configurations.
Intel recommends that you add the command line for the SATISFAX.SYS driver
to the "[common]" section of your CONFIG.SYS file. This will ensure that
the SatisFAXtion driver always loads when you boot your computer.
In your AUTOEXEC.BAT file, place the CASMGR command near the end of the
file following the ":End" label. This will ensure that the CASMGR command
loads every time you boot your computer.
MY SOFTWARE DOESN'T LIST THE SATISFAXTION MODEM/400
If your communications program doesn't list the SatisFAXtion Modem/400 in
the setup screen, try selecting one of these equivalent modems:
Intel 14.4EX or Intel 9600EX
After selecting the equivalent modem, be sure to set the baud rate to
57600.
If your communications program doesn't list the Modem/400 or any of the
equivalent modems, select a Hayes compatible configuration. If you have
problems connecting to other modems with your Modem/400, change the
"Initialization String" to:
AT&F\N0\Q0\J1\V0"H0-J0
ENABLING THE SATISFAXTION DATA MODEM
The SatisFAXtion data modem will not work unless you perform both of these
steps:
1. Configure the data modem using the SatisFAXtion SETUP Program.
2. Load the SATISFAX.SYS driver in your CONFIG.SYS file.
If SETUP tells you that your data modem configuration conflicts with
another port in your system see "I/O and IRQ Conflicts".
WHICH SMART LINE SHARING OPTION SHOULD I USE?
For a description of the Smart Line Sharing Options, read the SatisFAXtion
Installation Guide or order FaxBACK document 4017.
VOICE CALLS ON A SHARED PHONE LINE
Here are a few issues to be aware of if you use a telephone on the same
line as your faxmodem.
■ "Call waiting" will interrupt a data modem or fax transmission. If
you have call waiting on the faxmodem phone line, disable it before
sending a fax or data modem call and when you expect to receive one.
■ Don't pick up an extension phone while the faxmodem is sending or
receiving because you may corrupt the transmission. (Picking up the
phone plugged into the faxmodem won't corrupt the transmission
because the faxmodem disconnects that phone while sending or
receiving.)
■ You can't use the phone line while the faxmodem is sending or
receiving. To use the phone line while the faxmodem is sending or
receiving (in an emergency, for example), you'll have to cancel the
event before you can dial. Cancel a fax event from your fax software
and a modem event from your modem software.
IF YOU PICK UP BEFORE THE FAXMODEM & HEAR A FAX TONE
If you pick up the phone before the faxmodem picks up and you hear a fax
tone (a series of beeps), the call is from an automatic fax machine. This
could happen if you pick up before the fourth ring with Option 2, or if
you pick up the phone to call out just when a fax call is coming in.
From an Extension Phone:
1. Wait five seconds for the faxmodem to pick up (you'll hear a loud fax
answering tone).
2. Hang up. The faxmodem will connect to the calling fax machine.
From the Down-line Phone:
1. Hang up immediately. Most likely, the faxmodem will be able to
recover the call. However, if the call is lost, wait for the calling
fax device to retry the call.
IF YOU PICK UP BEFORE THE FAXMODEM & HEAR SILENCE
Extension phones ring until the faxmodem picks up. If you pick up a
ringing extension phone before the fax modem picks up and you hear
silence, the data modem or manual fax caller has not issued the # (pound)
tone.
CAUTION: Pick up extension phones when they ring, not the down-line phone
(the phone plugged into the faxmodem's "PHONE" jack). Once you
pick up the down-line phone, the call can't be routed back to
the faxmodem.
You (from an extension phone) or the caller must:
1. Wait five seconds for the faxmodem to pick up (you'll hear a click).
2. Issue a # tone to alert the faxmodem to take the call.
3. Hang up.
The faxmodem will determine if the call is a data modem or fax call.
IF YOU PICK UP AFTER THE FAXMODEM
The down-line phone (plugged into the faxmodem's "PHONE" jack) rings only
when the faxmodem assumes the call is a voice call. Pick up the down-line
phone when it rings, not an extension phone, or you may hear unwanted
ringing tones.
With Option 1 (mostly fax) and Option 2 (mostly voice), when the faxmodem
does not detect a fax calling tone or the # tone, it assumes the call is a
voice call and passes it to the down-line phone. However, the call could
still be a modem or manual fax call sent without a # tone (you'll hear
silence when you pick up). Once you pick up the down-line phone (even when
it's ringing) these kinds of calls cannot be routed back to the faxmodem.
For example, this could happen with Option 1, where the faxmodem picks up
after the first ring. If the modem or manual fax caller does not issue a #
tone, you probably won't intercept the call in time to do so yourself.
The caller must try the call again, making sure to issue the # tone.
USING THE * (STAR) KEY TO STOP UNWANTED RINGING
If you pick up an extension phone when the down-line phone (plugged into
the faxmodem's "PHONE" jack) rings but after extension phones have stopped
ringing, you may hear ringing tones that make it difficult to carry on a
conversation.
To stop the unwanted ringing tones, press the * key on the extension
phone.
MODEM WON'T AUTO ANSWER WHEN SLS ENABLED
If the SatisFAXtion Modem/200 or Modem/400 is set for the SLS (Smart Line
Sharing) options "Shares phone line, mostly fax calls" or "Shares phone
line, mostly voice calls", modem callers MUST include the characters @#
(or @,#####) at the end of their dialing string. The "@" command tells
the calling modem to wait for a period of silence (30 seconds by default).
The "#" character tells the answering SatisFAXtion board the call is from
a modem.
Otherwise, if the SatisFAXtion board detects no CNG tone, the SatisFAXtion
board will assume the call is a voice call and ring the downline phone. If
you truly need the board to arbitrate between fax and modem calls without
user intervention, set the SLS setting for "has its own phone line" or
"distinctive ring". Before trying "distinctive ring" contact your local
telephone company to find out if this feature is available in your area.
For further information, consult your Installation Guide under the section
"Using # to get a data modem or manual fax call recognized". If you don't
wish to share the line with incoming voice calls, select Option 4
(Faxmodem Has Own Phone Line) in the fax SETUP program.
TIPS FOR CORRECTING PROTOCOL ERRORS
■ Make sure you're using the latest software for your SatisFAXtion
board. If your using DOWNLOAD.400 version 3.10 or earlier on a
Modem/400and sending to Panasonic or Sharp fax machines, get the
latest DOWNLOAD.400.
■ Remove other devices from the phone lines used by the faxmodem. Other
devices include answering machines, fax machines, and phone line
surge suppressors (to name just a few).
■ Try a different phone line.
■ On the SatisFAXtion Modem/400, adjusting Line Compensation sometimes
reduce or eliminate protocol errors.
USE THE LATEST SATISFAXTION SOFTWARE
Many times, using the latest software for your SatisFAXtion board will
reduce or eliminate certain protocol errors. You can order the latest
software from Intel's FaxBACK system or download it from Intel's BBS.
SatisFAXtion Board DOWNLOAD CASMGR FAX FAXPOP FaxBACK #
Modem/400 3.11 1.42 1.40 1.41 0029
LINE COMPENSATION SETTING ON THE MODEM/350 & MODEM/400
Changing the line compensation setting for the Modem/400 affects send
functions only. It has no effect on incoming calls.
ADJUSTING THE LINE COMPENSATION SETTING
To adjust the Line Compensation setting:
1. Change to the SatisFAXtion software directory (usually C:\FAX) then
type SETUP and press ENTER.
2. Select "Advanced Setup".
3. Select "Setup Technical Software".
4. Increase "Line Compensation" by 1 and try again.
NOTE: The farther you are from the local phone company's switching
station, the more the signal degrades. Increasing Line
Compensation boosts the signal to help overcome the degradation.
INTERMITTENT LOCKUPS WITH CASMGR LOADED
If your system locks up intermittently while CASMGR is loaded, make sure
you:
■ Always load a disk cache program BEFORE CASMGR.
■ Always turn off the "Write Cache" feature of your disk cache.
■ Don't run an anti-virus program in TSR (Terminate Stay Resident)
mode.
■ Load CASMGR after all other memory-resident programs (except FAXPOP)
in your AUTOEXEC.BAT file.
If your AUTOEXEC.BAT file contains a command that runs another batch file,
runs a menu program, or starts Windows, that command should execute after
the CASMGR command.
BOARD HANGS UP VOICE CALLS
When using SLS options 1 or 2 (Shares phone line), there are a couple of
events which cause the SatisFAXtion board's off-hook relay to click
on/off: when the SATISFAX.SYS driver loads during boot up and when the
board sends a fax. In both cases, this on/off switching may hang up the
phone if you're using the down-line phone. The line may or may not hang
up depending on your local phone exchange.
The solution is to never reboot the computer or send a fax while using the
down-line phone.
This does not happen with SLS options 3 and 4 (has own phone line and
distinctive ring).
CLICKING RELAY
If the relay clicks as soon as the computer comes on, check the phone line
to make sure the line from the wall is plugged into the "Line" jack on the
SatisFAXtion board. If you have a phone plugged into the SatisFAXtion
board, it MUST be plugged into the "Phone" jack.
If the relay clicks when you pick up the down-line phone, you need to
update your DOWNLOAD.400.
NO DIALTONE ON DOWN-LINE PHONE
If you get a clicking sound or no dialtone on your down-line phone after
selecting one of the "Shares phone line" answering options, try selecting
the answering option "Has its own phone line". If you get a dialtone
then, check the version number on your DOWNLOAD file.
If you have a DOWNLOAD.400 version earlier than 3.01, call FaxBACK and
order the order 0029 for the latest DOWNLOAD.400.
WHERE TO FIND SOFTWARE CONFIGURATION HELP
You can find help for configuring various communications programs on the
Intel BBS in the File Downloads area. Intel offers these files strictly as
a courtesy to Intel customers. For help with troubleshooting your
software configuration, contact the software manufacturer/author.
You can find many of the same files on Intel's FaxBACK Service (requires a
fax machine or fax board to receive information). Order FaxBACK document
4351 for the list of available software configurations.
MY SOFTWARE DOESN'T LIST THE INTEL MODEM
If your communications program doesn't list your Intel modem in the setup
screen, try selecting a Hayes compatible configuration. If the problem
persists, change the "Initialization String" to match your modem type:
Intel Modem Initialization String
───────────────── ──────────────────────
Intel V.42 modems (1,2) : AT&F\N0\Q0\J1\V0"H0-J0
Intel 2400B MNP modems (3): AT&F\N0\Q0\J1\V0
Intel non-MNP modems (4) : AT&F&C1&D2
IRQS, I/O ADDRESSES, AND COM PORTS
The most common problem users encounter when using a data modem is an IRQ
conflict. But just what is an IRQ and why do conflicts arise? If you know
the answer, skip to the next section. If you don't, read on.
The microprocessor in your computer works on only one task at a time. When
a device (such as your modem) needs the processor to do some work, the
device sends an interrupt request (IRQ) to get the processor's attention
and an instruction telling the processor what to do. When the processor
receives an interrupt request, it puts down the task it was working on,
executes the new instruction, then goes back to the original task.
Most add-in devices (including the modems and faxmodems) are very selfish
when it comes to their IRQ; they don't like to share. So when you have two
devices using the same IRQ, one or the other (or both) of the devices may
not operate reliably. The only way to ensure reliable operation of your
add-in device is to give the device its own IRQ.
In addition to the IRQ, a data modem also needs a unique I/O address. The
I/O address is simply a path for the data to flow in and out of the
computer. Having two devices at the same I/O address yields results
similar to the IRQ conflict: the device doesn't work reliably.
This brings us to COM ports, which are just specific combinations of IRQs
and I/O addresses. The first PCs were given two COM ports: COM1 and COM2.
COM1 uses the I/O address 3F8h and IRQ 4. COM2 uses the I/O address 2F8h
and IRQ 3. As time went on the need arose for more COM ports, so COM3 and
COM4 were invented. Here's how it looked:
Original Configuration Alternate Configuration
---------------------- -----------------------
COM1 3F8h 4 COM1 3F8h 4
COM2 2F8h 3 COM2 2F8h 3
COM3 3E8h 4 COM3 3E8h 5
COM4 2E8h 3 COM4 2E8h 2
What's wrong with this picture? In the original configuration, COM1 and
COM3 use the same IRQ (as do COM2 and COM4). It didn't take long to learn
that the original configuration didn't work well in many cases, so some
inventive minds created the alternate configuration which solved some
problems, but created others.
So what's the bottom line? Well, many of the devices you can install in
your computer require an IRQ, but there are very few IRQs to go around.
Your task is to configure every device you add to your computer so that it
has a unique IRQ and a unique I/O address. The more devices you add, the
trickier this job can be.
The best way to avoid a conflict is to know the I/O address and/or IRQ
used by every device in your computer before adding a new device. Examine
each board, read the manuals, or call your dealer or the manufacturer to
determine the current settings for each board. Also determine your options
for reconfiguring the boards (if necessary) to avoid annoying conflicts.
COMMON SYMPTOMS OF IRQ CONFLICTS
Here are some of the more common symptoms you might see if you experience
an IRQ conflict between your SatisFAXtion data modem and another device.
■ Erratic response to AT commands.
■ Modem won't echo commands back to the screen.
■ Modem doesn't work.
I/O AND IRQ CONFLICTS
When two devices share the same I/O address or IRQ (interrupt request),
the devices may not work correctly. To eliminate the potential for
conflicts, make sure each device you add to your computer occupies a
unique I/O address and IRQ.
Standard COM (serial) Port Address/IRQ Settings
I/O
Port Address IRQ
---- ------- ---
COM1 3F8h 4
COM2 2F8h 3
COM3 3E8h 4
COM4 2E8h 3
Here's an easy method for finding an unoccupied COM port for the
SatisFAXtion data modem.
1. Change to the SatisFAXtion software directory (usually C:\FAX).
2. Type SETUP then press ENTER.
3. Run the SatisFAXtion SETUP program, select "Advanced setup", select
"Setup hardware", and make sure the "Modem I/O, interrupt" is set to
"off".
4. Exit SETUP, reboot the computer, then type TESTCOM /S and press
ENTER.
If TESTCOM reports that only COM1 is active, set the modem to COM2. If
TESTCOM reports both COM1 and COM2 active, find out if there are devices
using COM1 or COM2 (such as a mouse, printer, etc.). If possible, disable
the unused COM port so you can set the modem that port. See the user's
guide for your computer to find out how to disable a COM port.
If you're using both COM1 and COM2 or can't disable your COM ports, you
may be able to use COM3 or COM4 depending on the devices attached to COM1
and COM2. A mouse and a modem don't usually share an IRQ successfully. A
printer and a modem sometimes can successfully share an IRQ.
The Intel internal data modems offer two additional configurations:
COM3 3E8 IRQ 5 (works in 286/386/486/Pentium-based (AT) computers)
COM4 2E8 IRQ 2 (works in 8088/8086-based (PC/XT) computers)
NOTE: Before configuring your modem for COM3/IRQ 5 or COM4/IRQ 2, make
sure your communications software supports these ports.
NOTE: Never use IRQ 5 in 8088/8086-based computers because IRQ 5 is
used by your hard drive. Never use IRQ 2 in 286/386/486-based
computers because IRQ 2 is used to "cascade" the two interrupt
controllers.
══════════════════════════════════════════════════════════════════════════════
End of file Intel FaxBack # 4044 September 8,1993