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8706.TXT
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1997-01-31
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-----------------------------------------------------------------
STAC NOTE STAC NOTE
TROUBLESHOOTING PROCEDURES FOR MODEM CONNECTIONS IN WINDOWS
(Applies to ReachOut version 4.x & 5.x)
STAC FAX 8706 (7/95)
-----------------------------------------------------------------
BACKGROUND
These tests are designed to ensure a proper communications setup
in Windows. It assumes that the basic modem communications is
already correct. See StacFax 8705 for procedures to test your
basic communications setup in DOS. The following tests may be
run if any of the following describe your problem:
- Able to dial and connect from DOS but not from Windows.
- Connects to Host but goes to Terminal Emulator.
- General Protection Faults, Lock-ups, or Out of Memory
messages.
- Cannot Start Windows.
The last two reference Windows memory or device issues. For those
errors follow step 1's instructions for a clean boot then move to
step 5. Also, these problems may display on a ReachOut Viewer but
may be caused by a problem on the Host computer.
SOLUTION
The following series of tests apply to a Viewer. If possible, use
a Host that is known to work with other Viewers, or is running
ReachOut's DOS Host on a clean boot. A clean boot is explained
below. The first test on the Viewer is done with a clean boot
using only HIMEM.SYS and DOS=HIGH.
1. Try the Port Connection from Windows on a clean boot. If you
are running DOS 6.X, press F8 when the computer displays the
message Starting XX-DOS. Answer (Y)es to HIMEM.SYS and
DOS=HIGH, and (N)o to everyting else. For DOS version 5.X
and below, rename CONFIG.SYS and AUTOEXEC.BAT to CONFIG.OLD
and AUTOEXEC.OLD, then create a temporary CONFIG.SYS
containing just HIMEM.SYS and DOS=HIGH. If you are using
ReachOut version 4.x, run WINLDM.BAT before starting
Windows.
A. Run the ReachOut Viewer.
a. If you get a message Cannot Open Communications
Channel or Port.
1. You may have some other software running that
affects the communications port.
2. Check your startup group and the WIN.INI's
load= and run= lines for any communications
software. Remove any unnecessary references.
3. It is possible you have an addressing or IRQ
conflict. See StacFax 8703 for details on IRQ
conflicts.
4. Check the Ports section of the Control Panel
and make sure that all ports are listed with the
proper address and IRQ.
5. Remove from the SYSTEM.INI any ComXautoassign=
statements, and any incorrect ComXbase= and
ComXirq= statements.
b. If your computer freezes or you get a GPF when
entering the Viewer. Re-boot with the clean boot
and go to step 5.
B. If the Viewer loads successfully go to step 2.
If none of the above works, make sure that the connection
works in DOS. See Stac Fax 8706. Try loading GHM.BAT, enter
Windows and run the Viewer. If it works there is something
taking the port away from within Windows.
2. Test ReachOutÆs connection with the modem.
A. From the ViewerÆs Link menu, go to Modem Diagnostics.
a. Modem Diagnostics should send out a "string" and
come back with an OK. If not, press Reset Link
1. If your mouse freezes when entering Modem
Diagnostics. there is an address or IRQ conflict. See
StacFax 8703.
2. If your computer freezes when entering Modem
Diagnostics, re-boot with the clean boot and go to step 5.
3. If it sends out a string but returns an error,
you have an incorrect modem string. See Stac Fax
#8305. Go to setup. Select A Hayes Compatible 2400
from the modem lists in order to complete the tests.
4. If Modem Diagnostics doesnÆt send out a string,
go to step 5.
b. If you get an Ok from the modem go to step 3.
If you are unable to receive an OK from the modem, try
another modem and go to step 5.
3. Try a connection from the Viewer to the Host. From the
Viewer's Link menu go to Connect to Host. Do not Connect Via
PhoneBook.
A. Enter a phone number and press Ok.
1. If it goes to Terminal Mode immediately after
pressing Ok, you may have an addressing or IRQ
conflict. Check the Ports section of the Control
Panel and make sure that all ports are listed with the
proper address and IRQ. Review Stac Fax 8703 and 8705.
2. If it dials and goes to Terminal mode after
negotiation with the Host, go to Step 5.
B. If successful, try opening Windows on the host
computer while connected.
1. If the connection gets dropped as the Host goes
into Windows the problem is on the Host side.
Perform this series of tests on the Host.
2. If the Viewer sees a Windows loading message
but never goes into Windows, the problem is on the Host side.
Try pressing Alt-F4 and then Enter, and see if the keystrokes
are being passed to the Host. Perform this series of tests
on the Host.
C. If successful in making a connection, go to step 4.
If you have not been successful at making any connection at
this point, make sure that your modem is working, the phone
line is good, and that the Host is on a clean boot, in DOS,
running GHM.BAT before going to step 5.
4. Restart the system on a full boot and try a faster
connection.
Restart the computer, letting it load all of the CONFIG.SYS
and AUTOEXEC.BAT.
A. If you cannot get into Windows or once in Windows
you are getting Errors, GPFs, or Out of Memory messages go
to step 5.
B. Try connecting to the Host. If it is not successful,
there is something in the CONFIG.SYS or AUTOEXEC.BAT
that is blocking the communications. Check for any Fax
type software, communications port redirection software, or
memory-resident programs that monitor computer functions.
C. If you fail to connect or get a GPF after making the
connection, try making a connection to the Host while
it is waiting in Windows. If this is successful, the
problem is insufficient memory to create the DOS host screen
in Windows. Increase your free conventional memory before
going into Windows.
5. This series of tests for the Viewer or Host assume failure
to complete all of the tests above, that you are familiar
with editing Windows' INI files, and have made a backup copy
of the necessary files. Restart the system with the clean
start but do not enter Windows.
A. In the WINDOWS directory, run Windows SETUP and make sure
it is configured as follows.
a. Video for VGA.
b. Mouse for Microsoft or PS2 or Logitech.
B. Edit the Windows SYSTEM.INI
a. In the [Boot] section, ensure that the comm.drv=
line, reads comm.drv=comm.drv.
b. In the [Boot] section ensure that the keyboard.drv=
line reads keyboard.drv=keyboard.drv.
c. If you notice that there is another Remote control
package reflected in the SYSTEM.INI, see Stac Fax
8604. You may also need to re-install ReachOut as the
document will describe.
C. On a clean boot try from step 2 again. If the connection
is not successful continue to step D below. If it is
successful try it with a full boot.
D. Edit the SYSTEM.INI fileÆs [386enh] section.
a. Put a ";" in front of any device= statements that do
not have a * after device= (i.e. device=*VCD), and
that are not in the list below.
device=vfat.386 device=vpmtd.386 device=lpt.386
device=serial.386 device=vcomm.386 device=vtdapi.386
device=vshare.386 device=vcache.386 device=ifsmgr.386
device=vfintd.386
b. Leave in any reference to ReachOut drivers (unless
it is from an older version of ReachOut.)
c. Make sure that there is a device=*VCD statement.
E. Complete Step 2 again with a clean boot, then with a full
boot.
a. If successful keep trying as you remove the ";" from
the device= statements, one at a time.
If at this point, if there is still no connection or Windows
is giving errors call Stac Product Support and have the
following files in their current state ready to fax to us.
AUTOEXEC.BAT CONFIG.SYS SYSTEM.INI
-----------------------------------------------------------------
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 8706 (07-10-1995)