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ProShare(TM) Software: Troubleshooting Modem Problems
Contents:
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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