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1997-01-31
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-----------------------------------------------------------------
STAC NOTE STAC NOTE
TROUBLESHOOTING PROCEDURES FOR MODEM CONNECTIONS
(Applies to ReachOut version 5.X)
STAC FAX 8705 (7/95)
-----------------------------------------------------------------
BACKGROUND
These test procedures are designed to ensure your basic
communications setup is correct. They are performed in DOS, and
should normally be completed before addressing connection
difficulties in Windows. These procedures address the following
problems:
- The modem cannot dial out.
- Cannot use ReachOut from Windows.
- Loss of mouse upon connection.
- Modem not responding to ReachOut.
- Connect, but get Terminal mode.
- Computer locks up on connection.
SOLUTION
The first series of tests are done in DOS and require a clean
boot. This will eliminate any memory and Windows conflicts. If
ReachOut is working in DOS and not Windows, go through the first
series of tests anyway to verify basic communications port (com
port) operations. These tests assume that the ReachOut DOS Viewer
software is loaded on the system and that you have a Host that is
known to work with other Viewers, or is running ReachOut's DOS
Host on a clean boot.
1. Check your Communications port.
A. Do a clean boot of the machine. Reboot the computer and
press F5 when you see the message Starting XX-DOS. If
running DOS 5.X or below rename CONFIG.SYS and AUTOEXEC.BAT
to CONFIG.OLD and AUTOEXEC.OLD.
Note: if you have a PCMCIA modem press F8 instead, and
answer (N)o to everything except the PCMCIA Card Drivers.
B. Run MSD (MicroSoft Diagnostics) and go to Com Ports. Look
for the Port that has a (Y)es on the CTS line.
1. If none of the ports have a Y, then there is no
modem that ReachOut will work with on the machine.
Check that the modem is on, and that it is properly
connected to the system.
2. If two ports have a Y and you do not have two
modems, you may have an IRQ or addressing conflict*. Please
note that a serial mouse will cause a Y to appear on one
of the ports.
C. Look at the number of com ports that have information
under them. If more than two have information make sure that
the modem is set for a unique IRQ. Com ports 1&3 normally
share an IRQ and Com ports 2&4 normally share an IRQ.
ReachOut will not work with a shared IRQ*.
D. Look at the address of the com ports, they should be in
this order.
Com1 Com2 Com3 Com4
Address 3F8H 2F8H 3E8H 2E8H
If not, you should set your serial ports and modem to the
industry standards or set ReachOut to the Com number using
the address from above, not the one with the Y across from
CTS.
E. Look at the UART type listed for the com port that your
modem is on.
1. If the UART is an 8250 you have a maximum safe rate
of communications of 19,200.
2. If the UART is an 16550 type you have a max. safe
rate of communications of 38,400.
3. If the UART is an 8250 and you have an internal
HiSpeed Modem you may have an address or IRQ conflict*.
F. Check the other settings under your modemÆs com port.
1. They should be:
Baud Rate- at least 2400 Data Bits - 8
Parity - None Stop Bits - 1
CD - No++ RI - No++
++If either of these has a Yes there is a problem with
the modem or you have an addressing or IRQ conflict*.
*For these conflicts, see StacFax # 8703. You may need
to consult the system manufacturer for instructions on
establishing a unique IRQ. Often for an internal modem that
was not factory installed, a setting of Com3/IRQ 5 works
well. Note that some inexpensive internal modems actually
use an 8250.
2. If not try DOS' MODE command. At the C:\ prompt,
type:
MODE COMX:9600,N,8,1 <enter>, where X is the number of
the Com port.
G. If everything looks normal exit from MSD and proceed to
step 2.
2. Double check ReachOut's setup and try a very basic modem
string and speed.
A. Do a clean boot of the machine. Reboot the computer and
press F5 when it says Starting MSDOS (if running DOS 5.X or
below rename CONFIG.SYS and AUTOEXEC.BAT to CONFIG.OLD and
AUTOEXEC.OLD.)
Note: if you have a PCMCIA modem press F8 instead, and
answer (N)o to everything except the PCMCIA Card Drivers.
B. Change to the REACHOUT directory and run SETUP.EXE.
Using the information you noted above in Step 1, set the Com
port under Comm Settings, Com Port.
1. Note the com port information on the right to verify
which com ports are available.
2. If the modem has a unique IRQ, use the setting at
the bottom of the menu, User Defined.
C. Under the Com Settings menu, choose Modem Select, and
select the modem marked A HAYES COMPATIBLE 2400 (this
selection for testing works with 99% of all modems).
D. With these settings move to step 3 of the tests.
3. Check ReachOut's Communications with the modem.
A. In the REACHOUT directory run GVM.BAT. Under the Link
Menu choose Modem Diagnostics. If an error message is
received at this point recheck Steps 1 & 2 or try another
modem. If it is an internal modem recheck Step 1 with the
modem removed. There should be no com port information
listed for the modem port.
B. In the Modem Diagnostics screen press F8 and verify that
ReachOut sends the initialization string to the modem and
that the modem returns an OK message. If an Error is
reported an incorrect string is being sent. Redo Step 2C or
see StacFax 8306.
C. Check your Phone line by typing ATH1. You should hear the
dial tone. Typing ATH0 hangs the phone up. If you did not
hear the dial tone check your phone connection to the modem.
Try plugging it in to the other jack on the modem. Check the
line with a regular phone.
D. If you get an OK back from the modem proceed to step 4.
Press ESC to exit Modem Diagnostics.
If at this point you have failed in any of the tests recheck
from Step 1, try another modem, or try a different phone
line.
4. Check DOS Connectability (using the same clean boot). The
Host machine should be setup on a clean boot running GHM.BAT
A. From the Viewer menu pull down Link to Connect to Host
enter the phone # and press Enter. Do not use Connect Via
Phonebook.
B. If it does not dial:
1. Recheck from step 1.
2. Try dialing from the Modem Diagnostics Screen.
a. Go back to Modem Diagnostics and type ATDT###-
#### where # is the phone number. If it dials from
here then your dialing prefix is incorrect.
b. From the Viewer menu under preferences go to com
settings, to dialing prefix and enter ATDT.
C. If the modem dials but hangs up before connecting: Try
dialing from the Modem Diagnostics Screen. Go back to Modem
Diagnostics and type:
ATS7=255DT###-####,
where # is the phone number. If it dials from here then your
dial time-out needs to be increased. From the Viewer menu
under preferences go to com settings, to dialing prefix and
enter ATS7=255DT.
D. If it dials, negotiates with the host, but puts itself
into Terminal Mode.
1. Recheck from step 1
2. Send the Host through the same series of tests to
verify its com port is functional.
E. If it connects, but drops the connection after a set
amount of time or at the same point each time.
1. Check the STATS #: Before exiting the Viewer to DOS,
go to Link, Modem Diagnostics, and write down the number
next to the word STATS. Stac Fax #8702 explains how to
translate the number to the reason for the disconnect.
2. Double check for an IRQ conflict, this may require
taking any unnecessary boards out of the machine and
testing again.
3. Make sure that there is no inactivity time-out set.
F. If it connects, but drops randomly at different points or
different amount of time.
1. If you have call waiting change your dialing prefix
to ATDT1170, to turn it off during the connection. Note
that the comma is part of the string and should be typed
at the end of the string.
2. Check the STATS #: Before exiting the Viewer to DOS,
go to Link, Modem Diagnostics, and write down the number
next to the word STATS. Stac Fax #8702 explains how to
translate the number to the reason for the disconnect.
G. If you connected with the Host, proceed to step 5.
5. Try a full boot and proper modem setup.
A. Restart the computer allowing all of the CONFIG.SYS and
AUTOEXEC.BAT to run. At the C:\ prompt, run MSD. Check that
none of the other programs / TSRÆs that are in those files
have affected the com port settings that are used by the
modem. If the com port is not showing up on a full boot,
check your CONFIG.SYS and AUTOEXEC.BAT for any Fax reception
programs, programs that redirect com ports, or any other
Remote Control type program before continuing.
B. Try a connection to the Host. If not successful, check
your CONFIG.SYS and AUTOEXEC.BAT for any Fax programs,
programs that monitor com ports, or any other Remote Control
type program / TSR before continuing.
C. Reset your modem to a higher speed. From the Viewers
Preferences menu, go to Com settings, to modem select, and
select your modem from the list. If your modem is not listed
get Stac Fax #8305, or use the A Hayes Compatible 2400 and
set the speed to 9600. Later you may try 19,200.
D. Try a connection to the Host. If not successful, check
the phone lines and the UART.
1. Make sure that the UART supports the speed that you
entered in the ReachOut setup.
2. If you could successfully connect at 2400 baud, the
speed and the UART are the issues that you must
resolve.
E. If you were successful you can proceed to the next series
of tests which help test for communications from within
Windows. See StacFax 8706.
-----------------------------------------------------------------
Copyright 1995 Stac Electronics
Information provided in this document is provided as is without
warranty of any kind either expressed or implied, including but
not limited to the implied warranties of merchantability and/or
fitness for a particular purpose. The user assumes the entire
risk as to the accuracy and use of this document.
STAC FAX 8705 (07-10-1995)