Troubleshooting Guide

The modem will not turn on or there are no lights on the modem.

There was no 'New Hardware Found' message during the Windows95 start-up.

The modem does not dial out or a No Dialtone error is reported.

The modem dials out but does not connect.

The modem connects okay but then drops out.

The modem will not turn on or there are no lights on the modem.

Is the modem plugged into the power point ?

Is the power point switch in the ON position?

Is the modem's power switch in the ON position ?

Have you tried the modem in a different power point ?

If you have answered yes to all the above questions then please click here to obtain instructions on contacting Technical Support.

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.

Instructions for contacting Technical Support

Please have the following information at hand before you contact Technical Support:

Your name:
Your address:
Phone Number:
Fax Number:
E-mail Address:

Product make & model:
Serial number:
The Software Name and version (if applicable):

Operating System (eg.Windows95):
Computer make & model:

Complete details of the problem experienced and what steps you have already tried to overcome the problem:

Technical Support
Ph. 02 9870 2332
Fx. 02 9870 2619
Email: support@sirius.com.au
Web: www.netcomm.com.au

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.

There was no 'New Hardware Found' message during the Windows95 start-up.

Try searching for the modem by following this procedure:

Close any programs or applications that are running.

Open Control Panel by clicking on Start/Settings/Control Panel.

Double-click on the Modems icon. If a modem is not currently installed then you will see the 'Install New Modem' window. Click the Next button to let Windows search for the modem. If a modem is currently installed then click the Add button and then click the Next button. Windows will now search for the modem.

If Windows reports that it is has found a new modem, the modem will usually be detected as a 'Standard modem'. Click on the Change button and then click on the Have Disk button. Change the drive to D:\ where D is the letter assigned to your CD-ROM drive and click the OK button. Then select the modem model which matches the modem you are installing and click the OK button.

Click here if Windows does not detect any new modems attached to the system.

Windows does not detect any new modems attached to the system.

Is the modem plugged into a power point ?

Is the modem's power switch in the ON position ?

Is the modem plugged into a COM port at back of the computer ?

Are you sure that there are no other programs or applications currently running ?

Click here if you have answered yes to all the above questions and your modem has still not been detected.

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.

If you have a mouse plugged into another COM/Serial port on your system, then try the following procedure.

Shut the computer down.

Unplug the mouse and modem from the back of the computer.

Plug the mouse into the COM port that the modem was in previously and then plug the modem into the COM port where the mouse was.

Turn the computer back on and confirm that the mouse is functioning. If the mouse is not working then it is more than likely that the COM port is not functioning correctly and you should contact your dealer or computer manufacturer.

If the mouse is working then, if possible, you should try the modem on another computer. If you are unable to test the modem on another computer or the modem is not detected on another computer then you please click here to obtain instructions on contacting Technical Support.

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.

The modem does not dial out or a No Dialtone error is reported.

Check that the modem is connected to the phone line as displayed in the installation guide

Remove any adaptors (eg double adaptors) from the telephone wall socket so that the modem is connected directly to the telephone wall socket.

Plug a telephone into the wall socket that the modem was being used on and confirm that you can hear dialtone and make a phone call.

Remove any other telephones that are on different wall sockets but are connected to the same line.

Click here if you have tried all the above suggestions and the modem will still not dial.

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.

The modem does not dial out or a No Dialtone error is reported.(cont')

Close any applications or programs that are running.

Open the HyperTerminal program by clicking on Start/Programs/Accessories and then click on HyperTerminal.

Double-click on the Hypertrm.exe icon and the HyperTerminal program will open requesting a name. Type TEST in the Name field and click the OK button.

Type 0 in the phone number field. Ensure that the correct modem is selected in the Connect using: dialog box and then click the OK button. Now click the Cancel button.

You will now be presented with a blank terminal screen. Type ATX3DT0294187693 and press the Return/Enter key.

The modem will now attempt to dial and connect to the Sirius Bulletin Board Service(BBS). If the modem dials and connects successfully then the telephone exchange/line may not be providing the correct dialtone. This means that you will need to include X3 in the initialization strings of the software that uses the modem. Click here for details on how to do this.

To disconnect from the BBS click the 'X' button in the top right corner of the HyperTerminal screen. Then click the Yes button to disconnect and then the No button as you do not need to save the session.

If the modem does not dial out and connect then please click here for details on how to contact Technical Support.

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.

Enabling the modem to ignore dial tone detection.

Open Control Panel by clicking on Start/Settings/Control Panel.

Double-click on the Modems icon.

Select your modem from the list by clicking on it and then click the Properties button.

The Properties window will now open. Click on the Connection tab near the top of the window. Now click on the Advanced button near the bottom right of the window.

In the Extra Settings dialog box type 'X3'. This will cause any software which uses the modem's Windows95 driver to send the X3 command to the modem. This will allow the modem to ignore dial tone detection.

If the software does not use the modem's Windows95 driver you will need to contact the software provider about enabling the program to issue the X3 command before dialling.

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.

The modem dials out but does not connect

Check that the modem has the correct driver associated with it.

Check what revision of firmware is loaded in the modem.

Try limiting the connect speed of the modem.

Create a log file of the connection.

Try connecting to the Sirius bulletin board.

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.

Check that the modem has the correct driver associated with it.

Open Control Panel (Start/Settings/Control Panel).

Double-click on the Modems icon in the Control Panel.

In the list of installed modems you should see a name which matches your modem model. If you do not then you will need to add the correct driver by following the insructions below.

Click on the Add button and when prompted ensure the 'Don't detect my Modem; I will select it from a list' box has a cross in it. Click on the Next button.

From the List of Installed Modems window click on the Have Disk button. Ensure that the CD-ROM is in the drive. Change the drive to D:\ where D is the letter assigned to your CD-ROM drive and click the OK button.

Select the modem model which matches the modem you are installing and click OK. Click on the Finish button. Your modem has now been correctly installed.

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.

Check what revision of firmware is loaded in the modem.

Go into the Control Panel (Start/Settings/Control Panel)

Double-click on the modems icon and then highlight the modem you are using and click on properties

Click on the Diagnostics tab and then highlight the COM port on which has been assigned to your modem

Click on the More Info button

Windows will now communicate with the modem and a More Info window will open. Check the ATIx response. This will tell you what revision of the firmware the modem is using.

If you have access to the Internet then you can check that you have the latest revision by looking in the Customer Support area of www.netcomm.com.au

If you do not have the latest version firmware in your modem you should follow the instructions on the Web page for how to download and install the latest firmware onto your modem.

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.

Try limiting the connect speed of the modem.

Go into the Control Panel (Start/Settings/Control Panel)

Double-click on the Modems icon and then highlight the modem you are using and click on Properties.

Click on the Connection tab and then click on the Advanced button.

In the Extra Settings box type the following &F+MS=11,1,2400,26400

If the modem does connect it is likely that your phone line is not capable of handling high speed connections and you should contact Telstra's Customer Service Dept.

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.

Create a log file of the connection.

Open Control Panel (Start/Settings/Control Panel).

Double-click on the modems icon and then highlight the modem you are using and click on Properties

Click on the Connection tab and then click on the Advanced button

Put a tick in the box next to Record a log file by clicking in the box.

Windows95 will now create a log file of any connection which uses the modem driver. This file is called MODEMLOG.TXT and is placed in the C:\WINDOWS directory. This file will be useful to the Technical Support staff in determining the cause of the connection problem.

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.

Try connecting to the Sirius bulletin board.

Close any applications or programs that are running.

Open the HyperTerminal program by clicking on Start/Programs/Accessories and then click on HyperTerminal.

Double-click on the Hypertrm.exe icon and the HyperTerminal program will open requesting a name. Type TEST in the Name field and click the OK button.

The number of the Sirius bulletin board is (02) 9418 7693. Ensure that the correct modem is selected in the 'Connect using:' dialog box. Click OK and then click Dial. The modem should now attempt to dial and connect to the Sirius bulletin board.

If the modem does connect and data appears on the screen then it is unlikely that there is any fault with the modem.

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.

The modem connects OK but then drops out.

As some phones can interfere with modem connections please disconnect any phones that are connected on the same line as the modem.

If you have Call Waiting on your phone line disable it by picking up the phone handset and dialling '#43#'. To turn the Call Waiting back on just dial '*43#' when you are finished.

Check that the modem has the correct driver associated with it.

Check what revision of firmware is loaded in the modem.

Try limiting the connect speed of the modem.

Return to the Start of troubleshooting by clicking here or click back (on the toolbar) to return to the previous heading.