GLOBAL VILLAGE ONLINE SUPPORT - POWERPORT BRONZE ISSUES
The following articles contain answers to commonly asked questions about our
PowerPort Bronze. The topics include:
PowerPort Bronze, GlobalFax and the PowerBook 150
How to turn off the PowerBooks speaker when using Communication Applications
What to do when our software can't locate our modem
What to do when you can't print because the File menu says "Fax"
What to do when you can't receive a fax
What to do when you can't send a fax
What to do when your PowerBook crashes when sending a fax
What to do when you suspect the modem is broken
How to get the latest version of the GlobalFax software for the PowerPort Bronze
How to set up ZTerm for your PowerPort Bronze
If you cannot find the answer your looking for, please email us a complete description of your issue. Please include the model number of your modem (A-xxx), the model of your Macintosh, and the version of our software and any other software related to the issue. Our CompuServe address is 75300,3473. Our target response time is under 24 hours.
With the PowerBook 150, you will need to use the PowerPort 2.08a software.
This upgrade is available in the following Software Libraries:
- AOL (keyword: global)
- eWorld (go: global)
- Compuserve (go: global)
- AppleLink (Third Parties - Global Village)
- our BBS at 415-390-8334
- our ARA server at 415-390-8284
- ftp site: globalvillag.com
If you prefer, we can send the upgrade to you. Just e-mail your name and address to our email address. Don't forget to let us know which disk you need. Please be sure to include your modem type and modem serial number (if available) with your request. A new disk will be mailed to you.
What to do when our software can't locate our modem
If the GlobalFax or telecommunications software (i.e., ZTerm or America Online software) gives an error message that it can't find the modem or the modem is not responding, please try the following:
- quit out of all telecommunications packages
- open the PowerBook Control Panel (called Portable prior to System 7.1), be sure Internal port is selected
- open the PowerPort Control Panel
- hold down the option key and click on the PowerPort logo, you should see Modem Info Updated and then you'll see your modem identified.
-Do a PowerPort Reset:
* launch ZTerm
* type in the command AT&F
* type in AT&W
* ZTerm will be ready to use or quit ZTerm then use another application
If none of the steps above help, I would suggest doing some system maintenance, zapping the PRAM, rebuilding the Desktop and running Disk First Aid.
- Zapping the PRAM by restarting and depressing the option, command, P and R keys until you hear three start-up chords and then releasing the keys.
- Rebuilding the Desktop by holding down the option and command key at Startup
- Disk First Aid is on the Apple System Disk, Disk Tools
If the software still can not find or recognize the modem, you may need to go to your dealer to have the modem reseated. If this fails, your hardware may be bad.
Please see message for troubleshooting the hardware.
What to do when you can't print because the File menu says "Fax"
If your Mac is stuck in Fax mode, the fix is to select your Chooser under the Apple and reselect your printer.
If this doesn't work, restart you Mac and rebuild the Desktop file by restarting your Mac and holding down the Option and Commmand keys during startup.
If this does not fix the problem, you may need to reinstall your Apple System software.
Check your Recieve Fax setting to make sure it is set to receive faxes.
Open the Fax Center, select the Fax Center menu item from the Apple menu banner at the top of your screen and select Setup.... Receiving.
You should have a check mark in the box before Receive Faxes.
Check your phone line connection to be sure the phone line comes out from the wall directly into the phone line port. For testing purposes, try disconnecting any other extensions or line splitters you may have connected.
You should also try swapping this cable for another cable, just for troubleshooting. Be sure AppleTalk Remote Access is not set to Answer Calls and that you are not in a telcom package. The way to tell is to see if there is a Ready or Connect bar in the Apple menu banner at the top of your screen. Quit out of the telcom package or uncheck Answer Calls to fix this. The Ready or Connect bar should go away.
Does the fax software "see" the call - do you see a "Preparing" bar come up in the Apple menu at the top of your screen when a call comes into the modem?
If not, it could be a hardware problem. Use ZTerm to see if the modem can see an incoming data call.
Restart the Mac, holding down the Shift key during the restart until you see "Welcome to Macintosh... Extensions Off."
Open ZTerm and type in a predial init: AT&F for PowerPort Bronze in the PowerBook 100
After you have completed this test, be sure to turn off auto answer by typing in: AT&F S0=0 (that's s zero = zero).
Call the modem. You should see the word "ring" on the screen and the modem should answer.
If the modem does see the call, it's probably a software issue. Have you have loaded any new or upgraded inits around the time when the problem started? Try removing the new or upgraded init.
Do you have Virtual Memory turned on? Try turning it off and restarting your Mac to make the change take effect.
Are you using RAM Doubler? If so, they do have an upgrade available that will fix the problem we have been experiencing with this software.
Are you using a disk compression init, like Stuffit? We have experienced some problems with these type of inits. You should try removing all of the pieces (including the Stuffit Engine) and restarting. You will also need to trash the GlobalFax Preference and Queue temp files from the GlobalFax Personal folder in the System folder and restart the Mac to build new ones.
Are you using Hardware Updater 2.0? If so you'll need to do a clean System install to get rid of it and get an upgraded to version, 2.01 or 3.0.
Did you remove SAM (all pieces) before running the installer?
Do you have Virex 4.0 - it needs to be changed from loading first to loading last. Change it in the Virex Control Panel.
Do a clean reinstall of the GlobalFax software by removing the software, restarting the Mac and then reinstalling it. Restart the Mac, holding down the Extension key until you see Welcome to Mac...Extensions off.
Open your System folder and remove:
- the GlobalFax Files folder (if you need to save your faxes, you should make a copy of this folder on your harddrive, but out of the System folder).
- the GlobalFax Personal folder (if you need your Fax addresses, you should make a copy of the GlobalFax Addresses file on to your harddrive).
- the PowerPort Control Panel from the Control Panels folder- GlobalFax from the Extensions folder
