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    ProShare(TM) Software: Troubleshooting Modem Problems

    Contents:

    • TROUBLESHOOTING MODEM PROBLEMS
    • TROUBLESHOOTING TOOLS
    • THE COMMUNICATIONS TEST PROGRAM
    • COMSTAT
    • WINDOWS TERMINAL
    • MODEM INITIALIZATION PROBLEMS
    • "MODEM INITIALIZATION FAILED" ERROR MESSAGE
    • COMPUTER LOCKS UP
    • MODEM CONNECTION PROBLEMS
    • ERROR: "MODEM HANDSHAKE FAILED"
    • ERROR: "MODEM LISTEN FAILED"
    • CONNECTION STUCK ON "PERFORMING HANDSHAKE"
    • MODEM DOES NOT ANSWER INCOMING CALLS
    • MODEM WON'T DIAL
    • MODEM DISCONNECTED DURING A CONFERENCE
    • COMMUNICATION IS VERY SLOW
    • OTHER MODEM ISSUES
    • PROSHARE SOFTWARE MODEM INITIALIZATION REQUIREMENTS
    • BAUD RATES AND DATA COMPRESSION
    • IRQ CONFLICTS
    • SLIDING COM PORTS
    • USING WINDOWS TERMINAL
    • CONFIGURING WINDOWS TERMINAL
    • TESTING FOR MODEM RESPONSE
    • DISPLAYING A MODEM'S ROM VERSION
    • DISPLAYING A MODEM'S CURRENT SETTINGS
    • TESTING MODEM COMMANDS
    • MAKING A TEST CONNECTION
    • ANSWERING INCOMING CALLS
    
    

    TROUBLESHOOTING MODEM PROBLEMS

    
       This document is divided into the following sections: 
    
    
    
         1.  Troubleshooting Tools:
    
            The Communications Test Program
    
            COMSTAT
    
            Windows Terminal 
    
    
    
         2.  Modem Initialization Problems:
    
            "Modem Initialization Failed" error message
    
            System locks up 
    
    
    
         3. Modem Connection Problems:
    
            "Modem Handshake Failed" error message
    
            "Modem Listen Failed" error message
    
            Modem gets stuck during handshaking
    
            Modem won't answer incoming calls
    
            Modem won't dial
    
            Modem disconnected during a conference
    
            Communication is very slow 
    
    
    
         4.  Other Modem Issues:
    
            Modem Initialization Requirements
    
            Baud Rates and data compression
    
            IRQ conflicts
    
            "Sliding" COM ports
    
    
    
         5.  Using Windows Terminal:
    
            Configuring Windows Terminal
    
            Testing for modem response
    
            Displaying a modem's ROM version
    
            Displaying a modem's current settings
    
            Testing modem commands
    
            Making a test connection
    
            Answering incoming calls 
    
    
    
    

    TROUBLESHOOTING TOOLS

    
    

    THE COMMUNICATIONS TEST PROGRAM

    
       The ProShare Software comes with a Communications Test program that can
    
       be used to test and diagnose both modem and network problems.  The
    
       Communications Test program is installed as an icon in the ProShare
    
       software group.  If any of the tests fail, a Help button is provided for
    
       information about possible causes of the failure.
    
    
    
    

    COMSTAT

    
       COMSTAT is a DOS program that can be used to check for IRQ conflicts
    
       with modems.  COMSTAT is installed with the ProShare software and is
    
       located in the ProShare software directory.  Exit Windows before running
    
       COMSTAT.
    
    
    
    

    WINDOWS TERMINAL

    
       Windows Terminal is a modem communications program that is useful in
    
       determining modem problems.  Basically, if your modem does not operate
    
       correctly under Windows Terminal, it will not work with the ProShare
    
       software.
    
    
    
    

    MODEM INITIALIZATION PROBLEMS

    
    

    "MODEM INITIALIZATION FAILED" ERROR MESSAGE

    
       Description 1:
    
       The COM port specified in the ProShare application's Set Modem dialog
    
       box is not the same as the COM port to which your modem is attached, or
    
       your modem is not configured correctly.  
    
    
    
       Solution 1:
    
       In the ProShare application, from the Conference menu, choose Setup,
    
       then choose the Set Modem button.  Check that the correct COM port is
    
       selected for your modem.  If you make changes, check the Permanent
    
       Changes box or the changes will be in effect for this session only. 
    
       Check that the correct modem type is specified.  When in doubt, choose
    
       Hayes Compatible. (If you don't know what type of modem you have, you
    
       can enter the command ATI3 to your modem.  For more information, follow
    
       the instructions for Displaying a modem's ROM version in the Using
    
       Windows Terminal section of this document.)   
    
    
    
       Description 2: One or more of the commands in the ProShare software
    
       modem initialization string might not be recognized by your modem.
    
    
    
       Solution 2:While still in the Set Modem dialog, check that the modem
    
       initialization string is correct for your modem.  The ProShare Software
    
       requires certain modem settings that are listed in the Modem
    
       Initialization Requirements section of this document.  Your modem may
    
       have different commands for these settings; check your modem's command
    
       guide.
    
    
    
       Description 3:
    
       The modem baud rate setting in the ProShare application's Set Modem
    
       dialog box exceeds the baud rate setting in the Windows Control Panel
    
       for that COM port.
    
    
    
       Solution 3:
    
       1. Open the Windows Control Panel (in the Main group) and then choose
    
       the Ports icon.     
    
    
    
       2. Double-click the COM port that the modem is on.  Check the baud rate
    
       and flow control settings.  Change the Flow Control setting to Hardware.
    
        Change the Baud Rate setting to 19200.
    
    
    
       Tests you can perform:
    
       * Run the Modem tests in the Communications Test program to verify that
    
       your COM port and modem are working correctly.
    
    
    
       * Follow the steps for Testing for modem response and Testing modem
    
       commands in the Using Windows Terminal section of this document.
    
    
    
    

    COMPUTER LOCKS UP

    
       Description: 
    
       The modem baud rate setting in the ProShare application's Set Modem
    
       dialog box exceeds the baud rate setting in the Windows Control Panel
    
       for that COM port.
    
    
    
       Solutions:
    
       1. Open the Windows Control Panel and then choose the Ports icon.     
    
    
    
       2. Double-click the COM port that the modem is on.  Check the baud rate
    
       and flow control settings.  Change the Flow Control setting to Hardware.
    
        Change the Baud Rate setting to 19200.
    
    
    
       Description:
    
       The COM port specified in the ProShare application's Set Modem dialog
    
       box is not the same as the COM port to which your modem is attached or
    
       your modem is not configured correctly.  
    
    
    
       Solution:
    
       From the Conference menu, choose Setup, then choose Set Modem.  Check
    
       that the correct COM port is selected for your modem.  If you make
    
       changes, check the Permanent Changes box or the changes will be in
    
       effect for this session only.
    
    
    
       Solution:
    
       You may have an IRQ conflict.  Exit Windows and run the COMSTAT program.
    
        See the IRQ Conflicts section of this document for more information.
    
    
    
       Solution:
    
       Your computer's COM port may not be working properly.  Run the Modem
    
       tests that are included in the Communications Test program.  If your COM
    
       port is not working call your computer dealer for assistance.
    
    
    
       Solution:
    
       Your modem's serial cable (external modems) may not have the CTS/RTS
    
       hardware handshaking connections necessary for the ProShare software. 
    
       Try a using a different serial cable.
    
    
    
       Solution:
    
       If you have a Pentium-based machine and are using Microsoft Windows for
    
       Workgroups 3.11, you may experience lockups using serial communications
    
       software.  There is a WG1001 disk that contains an updated SERIAL.386
    
       driver for Windows for Workgroups 3.11 that will correct the problem. 
    
       The WG1001 disk can be downloaded from the Microsoft BBS.
    
    
    
       Tests you can perform:
    
    
    
       * Run the Modem tests in the Communications Test program to verify that
    
       your COM port and modem are working correctly.
    
    
    
       * Follow the steps for Testing for modem response in the Using Windows
    
       Terminal section of this document.
    
    
    
       * Exit Windows and run the COMSTAT program to check for IRQ conflicts.
    
    
    
    

    MODEM CONNECTION PROBLEMS

    
    

    ERROR: "MODEM HANDSHAKE FAILED"

    
       Description 1:
    
       The error checking protocol of two different modems may not be
    
       compatible.  
    
    
    
       Solution 1:
    
       Try disabling error checking by adding the command \N0 to the modem
    
       initialization string in the ProShare software.  From the ProShare
    
       application's Conference menu, choose the Setup command.  Choose the Set
    
       Modem button.  Select the Customize Modem Strings check box.  Append the
    
       \N0 (zero) command to the string displayed in the Initialize text box. 
    
       Select the Permanent Changes check box.  Choose O.K..
    
    
    
       Note: Your modem's command to disable error checking may be different. 
    
       Check your modem's command guide for the correct command.
    
    
    
       Description 2:
    
       The modem is not initialized correctly for the ProShare software.  
    
    
    
       Solution 2:
    
       The ProShare Software requires certain modem settings that are listed in
    
       the Modem Initialization Requirements section of this document.  Your
    
       modem may have different commands for these settings; check your modem's
    
       command guide.  Setting CTS/RTS hardware flow control is often the
    
       missing requirement.  This command is usually \Q3 or &K3, but may be
    
       different.
    
    
    
       Note: To display your modem's current settings you can enter the command
    
       AT&V to your modem.  For more information, follow the instructions for
    
       Displaying a modem's current settings in the Using Windows Terminal
    
       section of this document.
    
    
    
       Description 3:
    
       Version incompatibility.  
    
    
    
       Solution 3a:
    
       V1.6 of ProShare Conferencing software cannot connect with v1.5 because
    
       the connection methods have changed.    
    
    
    
       Solution 3b:
    
       You have a faxmodem and fax software that may be interfering with the
    
       modem connection.  Temporarily disable any fax software that you may
    
       have running before attempting to connect using the ProShare software.
    
    
    
       Solution 3c:
    
       Your modem's serial cable (external modems) may not have the CTS/RTS
    
       hardware handshaking connections necessary for the ProShare software. 
    
       Try using a different serial cable.
    
    
    
       Tests you can perform: 
    
    
    
       Follow the instructions for Making a test connection in the Using
    
       Windows Terminal section of this document.
    
    
    
    

    ERROR: "MODEM LISTEN FAILED"

    
       See:  Modem Handshake Failed.
    
    
    
    

    CONNECTION STUCK ON "PERFORMING HANDSHAKE"

    
       See : Modem Handshake Failed.
    
    
    
    

    MODEM DOES NOT ANSWER INCOMING CALLS

    
       Description 1:
    
       The Modem check box under Conference, Setup, may not be selected.  
    
    
    
       Solution 1:
    
       Make sure the Modem box is checked in the Conference, Setup menu.  If
    
       the ProShare software can't initialize the modem, the box will become
    
       un-checked.  If this is the case, refer to the Modem Initialization
    
       Problems portion of this document.
    
    
    
       Description 2:
    
       You have a faxmodem and fax software that may be interfering with the
    
       modem connection.
    
    
    
       Solution 2:
    
       Temporarily disable any fax software that you may have running before
    
       attempting to connect using the ProShare software.
    
    
    
       Description 3:
    
       If your modem is connected to a Private Branch Exchange (PBX), some PBX
    
       systems may have to be adjusted to work with modems.  
    
    
    
       Solution 3:
    
       Try running the Check for Dial tone test in the set of Modem tests that
    
       are included in the Communications Test program.  If the test fails, see
    
       your PBX administrator or your telephone company for assistance.
    
    
    
       Tests you can perform:
    
    
    
       Run the Modem tests in the Communications Test program to verify that
    
       your COM port and modem are working correctly.
    
    
    
       Follow the instructions for both Testing for modem response and
    
       Answering incoming calls in the Using Windows Terminal section of this
    
       document.
    
    
    
    

    MODEM WON'T DIAL

    
       Description:
    
       If your modem is connected to a Private Branch Exchange (PBX) some PBX
    
    
    
       systems may have to be adjusted to work with modems.  
    
    
    
       Solution:
    
       Try running the Check for Dial tone test in the set of Modem tests that
    
       are included in the Communications Test program.  If the test fails, see
    
       your PBX administrator or your telephone company for assistance.
    
    
    
       Description:
    
       If your PBX does not provide a dial tone, most modems can be set to
    
       force dialing without waiting for dial tone with the X3 command (your
    
       modem's command may be different).  
    
    
    
       Solution:
    
       From the ProShare application's Conference menu, choose the Setup
    
       command.  Choose the Set Modem button.  Select the Customize Modem
    
       Strings check box.  Append the X3 command to the string displayed in the
    
       Initialize text box.  Select the Permanent Changes check box.  Choose
    
       O.K..
    
    
    
       Description:
    
       Some international modems require a longer delay before dialing.  
    
    
    
       Solution:
    
       The command to increase the delay before dialing is usually S6=x  (where
    
       x is the number of seconds for the delay.  Start with a value of 2 and
    
       increase if necessary.)  To increase the delay before dialing you may
    
       also need to use the X3 command to force dialing without waiting for
    
       dial tone.  From the ProShare application's Conference menu, choose the
    
       Setup command.  Choose the Set Modem button.  Select the Customize Modem
    
       Strings check box.  Append the S6=2 and X3 commands to the string
    
       displayed in the Initialize text box.  Select the Permanent Changes
    
       check box.  Choose O.K..
    
    
    
       Description:
    
       If the modem is properly connected, then your computer may have two
    
       external devices sharing the same IRQ, which results in IRQ conflicts.  
    
    
    
       Solution:
    
       Exit Windows and run the COMSTAT program to check for IRQ conflicts. 
    
       See the IRQ conflicts section of this document for more information.
    
    
    
       Tests you can perform:
    
    
    
       Run the Modem tests in the Communications Test program to verify that
    
       your COM port and modem are working correctly.
    
    
    
       Follow the instructions for Making a test connection in the Using
    
       Windows Terminal section of this document.
    
    
    
       Exit Windows and run the COMSTAT program to check for IRQ conflicts.
    
    
    
    

    MODEM DISCONNECTED DURING A CONFERENCE

    
       Descriptions:
    
    
    
       The other participant disconnected.
    
    
    
       Your telephone line has "call waiting" and another call came in during
    
       the conference.  
    
    
    
       Solution:
    
       Use a telephone line that does not have the call waiting feature or
    
       contact your phone company to find out how to temporarily disable call
    
       waiting.
    
    
    
       Description:
    
       Noise over the phone line. 
    
    
    
       Solution:
    
       Retry the connection to see if you can get a clearer connection.  If the
    
       noise is consistent, try reducing the baud rate setting in the ProShare
    
       software.  From the ProShare application's Conference menu, choose the
    
       Setup command.  Choose the Set Modem button.  Decrease the Baud Rate to
    
       9600.  Select the Permanent Changes check box.  Click O.K..
    
    
    
    

    COMMUNICATION IS VERY SLOW

    
       Description:
    
       You may be getting transmission errors due to a noisy phone line.  When
    
       this happens, the sending modem must continually resend data, which
    
       slows the actual throughput.  
    
    
    
       Solution:
    
       Try hanging up and reconnecting. 
    
    
    
       Solution:
    
       Both you and your colleague should check your modem baud rates in the
    
       ProShare application's Set Modem dialog box, and retry the connection. 
    
       To display the Set Modem dialog box, choose Setup from the Conference
    
       menu, then choose the Set Modem button in the Conference Setup dialog
    
       box.  Check that the Baud Rate is set for 19200.
    
    
    
       Note: The ProShare software requires a 9600 bps or higher modem.
    
    
    
    

    OTHER MODEM ISSUES

    
    

    PROSHARE SOFTWARE MODEM INITIALIZATION REQUIREMENTS

    
       Below are the ProShare software modem initialization requirements.  
    
    
    
       Assert Carrier-Detect when modem detects carrier signal
    
            (often the &C1 option)
    
    
    
       Bidirectional CTS/RTS (hardware) flow control
    
            (often \Q3 or &K3 options)
    
    
    
       Use verbal result codes
    
            (non-numeric - often the X4, Q0 and V1 options)
    
    
    
       Modem hangs up on on-to-off transition of DTR
    
    
    
            (often the &D2 option)
    
    
    
       Always assert DSR
    
            (often the &S0 option)
    
    
    
       Occasionally, additional options may be required to disable certain
    
       advanced modem features such as synchronous operation, data compression,
    
       and/or error control.
    
            (&Q0, \N0 are common ones)
    
    
    
       Note: The most common modem setting problem is not having CTS/RTS
    
       hardware flow control enabled.
    
    
    
    

    BAUD RATES AND DATA COMPRESSION

    
       Many people wonder why they should choose a baud rate of 19200 when
    
       configuring their modem in the ProShare software.  While it's true that
    
       most 14.4 Kbps modems can support data rates up to 57600 bps, they use
    
       data compression techniques such as V.42bis to achieve this rate.  It is
    
       important to understand one thing: while a 14.4 Kbps modem is configured
    
       for 57600 bps, the data being transmitted over the phone line itself is
    
       still just 14.4 Kbps!   Modems can achieve higher data rates by
    
       compressing the data before it is sent over the phone line.  The modem 
    
       on the other end receives the data and decompresses it.
    
    
    
       The ProShare Conferencing Software compresses data before it is sent to
    
       the modem.  Since the data is already compressed, the modem cannot
    
       compress the data much further, if at all.  Very little is gained from
    
       using the data compression of a modem with the ProShare Software. 
    
       That's why a baud rate setting of 19200 is sufficient. 
    
    
    
       Another reason for the baud rate setting of 19200 is data overrun.  The
    
       Windows communications driver (comm.drv) can be overrun at speeds higher
    
       than 19200.  When using the newer 28.8 Kbps modems, it's possible to
    
       lose conference connections using the ProShare Software when the data
    
       being transmitted overruns the Windows communications buffer.  One
    
       solution for this problem is to replace the standard Windows
    
       communications driver with a third party Windows communications driver
    
       that supports higher data rates.  Two such replacements are Turbocom and
    
       Cybercom.
    
    
    
    

    IRQ CONFLICTS

    
       If you are notified of an IRQ conflict, it means that the modem and
    
       another device in your computer have the same IRQ.  IRQs are used by
    
       several types of devices, including your mouse, hard disk controller,
    
       COM ports, parallel printer ports, network adapters, and SCSI
    
       controllers used for scanners, hard disks, and CD ROMs.  You can find
    
       which IRQs are used by these devices by looking in the documentation for
    
       each device or by using a diagnostic program that can list the interrupt
    
       assignments.  You can also use the COMSTAT program to identify any IRQ
    
       conflicts with your COM ports.
    
    
    
       When you know which IRQs are is use by other devices, you can assign one
    
       of the remaining available IRQs to your modem COM port.  Use the Ports
    
       icon in the Windows Control Panel to see which IRQ is assigned to your
    
    
    
       modem port.  If the IRQ currently assigned to your modem port is already
    
       in use by another device, or you see two COM ports with the same IRQ,
    
       you'll need to change the IRQ for your modem COM port to one of the
    
       available IRQs.  The standard IRQ settings for COM ports are given in
    
       Data communication basics.
    
    
    
       To change the IRQ on one of your active ports:
    
    
    
         1. Open the Windows Control Panel, choose the Ports icon, and select
    
            the port you are testing.
    
    
    
         2. Click the Settings button.
    
    
    
         3. Click the Advanced button.
    
    
    
         4. Change the Interrupt Request Line (IRQ) field to resolve the
    
            conflict.
    
    
    
       If you still have problems after changing the Control Panel options,
    
       you'll probably have to adjust hardware settings.  If your modem is
    
       attached to COM3 or COM4, and COM1 and COM2 are present, you need to do
    
       one of two things:
    
    
    
         *  Disable COM1 or COM2 and move the modem to the newly freed port.
    
    
    
         *  Change the IRQ setting for your modem.
    
    
    
       In either case, you'll have to change the hardware COM port address on
    
       your modem.  Depending on your computer and modem design, you might need
    
       to run your computer's setup program or you might have to manually
    
       change jumper or switch settings on the COM port board or modem.  For
    
       complete details, see the documentation for your computer and modem. 
    
       (Don't forget to reset your port addresses in the Windows Control panel
    
       and in the ProShare application's Set Modem dialog box after making
    
       these changes.  To display this dialog box, choose Setup from the
    
       Conference menu, then choose the Set Modem button in the Conference
    
       Setup dialog box.) 
    
    
    
       Note: Before you set your modem to use IRQ5 or IRQ2, verify that no
    
       other devices are using the IRQ you choose.  Many LAN adapter cards use
    
       IRQ5.  Systems with Super VGA video-driver cards using the S3 chip set
    
       cannot have a modem configured for COM4, regardless of the IRQ setting. 
    
       If another card is using the IRQ that you need for the modem, check to
    
       see if that card's IRQ can be set to a different value (like 7, 10, or
    
       11).
    
    
    
    

    SLIDING COM PORTS

    
       When Setup checks the modem's COM port, it assumes your modem is using
    
       the standard I/O port and interrupt (IRQ) settings for that COM port,
    
       and uses that information to locate and check the modem. Since DOS and
    
       Windows assign COM ports without regard to the actual hardware address,
    
       this can cause the ProShare software to require a different COM port
    
       setting for your modem to work. This usually happens with internal
    
       modems configured as COM2, when there is no existing COM1 in the system.
    
    
    
       For example, if you set your internal modem to COM2, the I/O port
    
       address for the modem is 2F8, since this is the industry standard for
    
       COM2. If, however, your system has no COM1 device with the
    
       industry-standard address of 3F8, DOS (and subsequently Windows) slides
    
       your COM2 device to COM1 the next time you boot your computer.
    
    
    
       If the ProShare software cannot find your modem, try selecting the next
    
       COM port address (switch from COM2 to COM1) in the ProShare software
    
       Conference/Settings menu. You should also check your COM port addresses
    
       in the Windows Control Panel and make sure the correct IRQ is assigned
    
       to the COM port. I/O and IRQ information for your modem is in your modem
    
       documentation. See the Windows documentation for information on how to
    
       change COM port settings in the Control Panel.
    
    
    
       If you are using a serial printer and a modem (each connected to a COM
    
       port), because of the sliding COM port problem, you might need to set
    
       your default printer again after installing the ProShare software
    
       application. To do this, go to the Control Panel and select the Printer
    
       icon.
    
    
    
    

    USING WINDOWS TERMINAL

    
       Microsoft Windows comes with an application called Terminal.  Terminal
    
       is located in the Windows Accessories group.  Testing your modem using
    
       Windows Terminal is an excellent way to determine if you modem will work
    
       with the ProShare Conferencing software.  Basically, if your modem won't
    
       work using Windows Terminal, then it won't work with the ProShare
    
       software either.  The problem needs to be resolved before using the
    
       ProShare software.
    
    
    
    

    CONFIGURING WINDOWS TERMINAL

    
       Follow these instructions before executing any of the other procedures
    
       listed below.
    
    
    
         1. If you're using a faxmodem, temporarily disable any fax software
    
            you may have running.
    
    
    
         2. Open the Windows Control Panel (in the Main group) and then choose
    
            the Ports icon.
    
    
    
         3. Double-click the COM port that the modem is on.  Check the baud
    
            rate and flow control settings.  Change the Flow Control setting to
    
            Hardware.  Change the Baud Rate setting to 19200.
    
    
    
         4. Open Windows Terminal (in the Accessories group).
    
    
    
         5. Under the Settings menu, choose Communications.
    
    
    
         6. Select the correct COM port of your modem under Connector.
    
    
    
         7. Change the Baud Rate to 19200.
    
    
    
         8. Change Flow Control from Xon/Xoff to Hardware.
    
    
    
         9. All the rest of the settings should be left at their defaults.
    
    
    
         10.Click O.K..
    
    
    
       If your computer locks up at this point, you probably either selected
    
       the wrong COM port or you have an IRQ conflict with your modem.  Exit
    
       Windows and run the COMSTAT program to check for IRQ conflicts.  See the
    
       IRQ Conflicts section of this document for more information.
    
    
    
    

    TESTING FOR MODEM RESPONSE

    
       This is a very basic test to see if your modem will respond to a simple
    
       AT attention code.  Usually failures are caused by IRQ conflicts with
    
       the modem and another device in the system.  See the IRQ Conflicts
    
       section of this document for more information.
    
    
    
         1. First, follow the instructions for Configuring Windows Terminal at
    
            the beginning of this section.  At this point, you should have a
    
            blinking cursor on a blank terminal screen.
    
    
    
         2. Type the letters AT and press enter.
    
    
    
       Choose one of the following based on the results of  the previous steps:
    
    
    
         *  Your computer locked up:
    
             FAIL
    
    
    
         *  You cannot see the letters AT as you type them:
    
            Your modem could have local echo disabled.  In Windows Terminal,
    
            choose Settings, then Terminal Preferences.  Under Terminal Modes,
    
            check the box for Local Echo and click O.K.  Try entering the
    
            letters AT again.  If you still do not see the letters as you type
    
            them, then your modem is not responding.
    
            FAIL 
    
    
    
         *  You can see the letters AT that you typed, but you did not get an
    
            "O.K." back from your modem: 
    
            Press enter again.  Retype the command and press enter once more. 
    
            If you still do not get an "O.K." back, type the command ATQ0 and
    
            press enter.  If you still do not get an "O.K." back, then your
    
            modem is not responding. 
    
            FAIL 
    
    
    
         *  You cannot see the letters AT that you typed, but you did get an
    
            "O.K." back from the modem:
    
            Your modem is responding correctly but you do not have local echo
    
            enabled.  Having local echo enabled is not a requirement of the
    
            ProShare Software.  To enable local echo, enter the command AT E1
    
            and press enter.
    
            PASS 
    
    
    
         *  You can see the letters AT that you typed and you got an "O.K."
    
            back from the modem:
    
            PASS 
    
    
    
    

    DISPLAYING A MODEM'S ROM VERSION

    
         1. First, follow the instructions for Configuring Windows Terminal at
    
            the beginning of this section.  At this point, you should have a
    
            blinking cursor on a blank terminal screen.
    
    
    
         2. Type the command ATI3 and press enter.  Most modems will respond by
    
            displaying information about the modem and the ROM version.
    
    
    
    

    DISPLAYING A MODEM'S CURRENT SETTINGS

    
       Displaying a modem's current settings is useful in determining whether
    
       or not the ProShare Software modem requirements have been met.  You will
    
       need your modem's command guide to decipher the settings.
    
    
    
         1. First, follow the instructions for Configuring Windows Terminal at
    
            the beginning of this section.  At this point, you should have a
    
            blinking cursor on a blank terminal screen.
    
    
    
         2. Type the command AT&V and press enter.  Most modems will respond by
    
            displaying information about it's current or active profile.
    
    
    
    

    TESTING MODEM COMMANDS

    
       You can use Windows Terminal to check if your modem will recognize
    
       specific modem commands.  If you're getting a modem initialization error
    
       from the ProShare software, you can write down the modem initialization
    
       string and enter them in Windows Terminal one at a time to see if any of
    
       the commands are causing the error.
    
    
    
         1. First, follow the instructions for Configuring Windows Terminal at
    
            the beginning of this section.  At this point, you should have a
    
            blinking cursor on a blank terminal screen.
    
    
    
         2. Type the letters AT followed by any modem command you want to test
    
            (such as &F).
    
            Example:  AT &F <enter> O.K. 
    
    
    
       Basically, if you get an "O.K." back from the modem, then the command
    
       was recognized.  If you get an "ERROR" back from the modem, then the
    
       command was not recognized by the modem.
    
    
    
    

    MAKING A TEST CONNECTION

    
       This procedure is useful in resolving modem connection problems.  If two
    
       modems won't connect while using Windows Terminal, then they will not
    
       connect using the ProShare Software either.  It's easier to resolve
    
       modem connection problems using Windows Terminal since you can try
    
       different modem commands and easily retry the connection.
    
    
    
         1. First, follow the instructions for Configuring Windows Terminal at
    
            the beginning of this section.  At this point, you should have a
    
            blinking cursor on a blank terminal screen.  Follow the same
    
            instructions for the other modem also.
    
    
    
         2. For the receiving modem, enter the command ATS0=1.  This tells the
    
            modem to answer on the first ring.
    
    
    
         3. For the calling modem, enter the command ATDT followed by the
    
            complete phone number of the receiving modem.
    
    
    
         4. If the modems handshake and appear to be connected, try typing some
    
            words back and forth.  Don't worry if you cannot see the words that
    
            you type.  What's important is whether or not the remote modem is
    
            receiving them.
    
    
    
       If the modems would not connect or you could not type text back and
    
       forth, the connection failed.  Try things like disabling error
    
       correction and data compression to resolve the problem.  Once you are
    
       able to connect consistently using Windows Terminal, append any commands
    
       that were necessary to the modem initialization string in the ProShare
    
       software.
    
    
    
    

    ANSWERING INCOMING CALLS

    
       This test can be used in troubleshooting problems where the modem will
    
       not answer incoming calls.
    
    
    
         1. First, follow the instructions for Configuring Windows Terminal at
    
            the beginning of this section.  At this point, you should have a
    
            blinking cursor on a blank terminal screen.
    
    
    
         2. Enter the command AT S0=1.  This tells the modem to answer on the
    
            first ring.
    
    
    
         3. Call the modem with another modem or regular telephone.  (Obviously
    
            you won't be able to connect using a regular telephone, but at
    
            least you can test to see if your modem will pick up when a RING
    
            signal occurs.) 
    
    
    
       You should see the word "RING" appear on the terminal screen, and your
    
       modem should go off hook to answer the call.  If you do not see the word
    
       "RING" appear on the screen, then the ring signal is not reaching the
    
       modem.  Make sure you are dialing the correct phone number for the
    
       modem.
    
    

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