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
- Fax Center from the Apple Menu Items folder.
Also remove any virus detection and/or security software you may have running and restart your Mac.
Run the installer for the latest version of the PowerPort Serial GlobalFax software, version 2.08.
If none of the steps above help, you'll need to do a clean System install and begin replacing the inits one at a time.
- do a clean reinstall your Apple system software by booting off the Disk Tools disk in your Apple system software disks. To boot off Disk Tools disk, restart your Mac and quickly pop the Disk Tools disk into your floppy drive.
Your computer will take longer to start up and the Disk Tools disk icon will appear in the upper right hand corner, with your hard drive icon appearing underneath it.
- remove the System and Finder from your hard drive startup System folder and place them in the trash. (Warning: if you have any fonts or sounds installed directly into your System file, be sure to save your System file on to a floppy or rename it and move it outside the System Folder).
- rename your System folder as Storage. Your hard drive will no longer boot by itself, so you will need to boot up onto the Install Me First or Apple Installer Disk 1 and reinstall the Apple System software from the original Apple System disks.
- reinstall the GlobalFax software and test with this new, clean system and no other inits. If you have our OCR software, be sure to run the GlobalFax installer before running the OCR installer.
- begin adding the other inits back in 1 or 2 at a time until you find the one that is causing it. Often, an init conflict can be fixed by getting the latest upgrade for the init and/or changing the load order of the inits.
Please let us know how far you are able to get in the faxing process.
If you can tell us exactly which step your software gets to and what you see when the process breaks down, that would be very helpful.
We will also need to know which modem you are using and which version of the GlobalFax software. For the PowerPort modems in the PowerBook 1xx, you should be using PowerPort 2.08.
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 sight: globalvillag.com
Are you able to select "Fax" from the menu? Try this from the Finder (with no other applications open). Hold down the option key, select the File menu and select "Fax Window" or "Fax Desktop".
Are you able to address the fax?
After clicking on Send, do you see the print dialog box followed by a message which says "Compressing"?
If so, check the Fax Center under the Apple Menu and see if the fax is listed in the Scheduled folder.
If the faxing process breaks down in any of the steps above, I would suggest doing a clean reinstall of the latest version of the GlobalFax software. I have included detailed instructions below.
If the fax makes it throught the steps above and a fax is listed in the Scheduled folder, look at where it says "status idle". There is a bar with the words suspend and Resume. Please be sure this is set to Resume.
Setting the bar to Suspend allows you to queue up faxing without actually sending them (no dialing is initiated). A bit like scheduling for later. When you want the faxes to go, set the bar to Resume and they'll go out in the order they are listed in the Scheduled folder.
If it is already set to Resume, check in your Apple Menu bar (across the top of your screen) and see if there is a bar with the word Ready or Connect under it.
If you see a Ready bar, another application is accessing the modem. You will need to get rid of the Ready bar (by unchecking Answer Calls in ARA or quitting the application that is accessing the port) before the fax software will dial out.
- 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 Shift 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 hard disk, but out of the System Folder).
- the GlobalFax Personal folder (if you need your Fax addresses and log, you should make a copy of the GlobalFax Addresses and log files onto your hard disk). Do NOT save the pref and queue temp files, since these may be corrupted and contributing to the problem.
- the PowerPort in the Control Panels folder
- GlobalFax in the Extensions folder
- Fax Center in the Apple Menu Items folder
Also remove any virus detection and security software you have running and restart your Mac.
Run the Installer for the latest version of the PowerPort software.
If none of the above steps help, you'll need to do a clean system install and begin replacing the inits one at a time.
- do a clean reinstall your Apple system software by booting off the Disk Tools disk in your Apple system software disks. To boot off Disk Tools disk, restart your Mac and quickly pop the Disk Tools disk into your floppy drive.
Your computer will take longer to start up and the Disk Tools disk icon will appear in the upper right hand corner, with your hard drive icon appearing underneath it.
- remove the System and Finder from your hard drive startup System folder and place them in the trash. (Warning: if you have any fonts or sounds installed directly into your System file, be sure to save your System file on to a floppy or rename it and move it outside the System Folder).
- rename your System folder as Storage. Your hard drive will no longer boot by itself, so you will need to boot up onto the Install Me First or Apple Installer Disk 1 and reinstall the Apple System software from the original Apple System disks.
- reinstall the GlobalFax software and test with this new, clean system and no other inits. If you have our OCR software, be sure to run the GlobalFax installer before running the OCR installer.
- begin adding the other inits back in 1 or 2 at a time until you find the one that is causing it. Often, an init conflict can be fixed by getting the latest upgrade for the init and/or changing the load order of the inits.
What to do when your PowerBook crashes when sending a fax
If your Mac is crashing or hanging at any point in the faxing process, we would suggest checking the following:
Are you using LaserWriter driver 8.0? If so, you'll need to upgrade to 8.1.1. Please see the LaserWriter message for details on this issue.
Do you have Virtual Memory turned on? Check the Memory control panel. If it's on, please try turning if off, you'll need to restart the 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 Spacesaver? 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.
ATM 3.6? If so, please remove Helvetica 24pt from the fonts suitcase and restart the Mac. We have heard from a customer that the Helvetica 24 that was installed as part of the HP software can also be a problem. We have also heard that Adobe has a new HELVETICA suitcase that comes with TYPE ON CALL and Acrobat. Remove all sizes except 10 & 12, which is all you really need if you are using ATM or SUPER ATM, Restart.
Are you using Hardware Updater 2.0? If so, you'll need to do a clean System install to get rid of it. You may want to upgrade to a more current 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.
If none of the steps above solve the problem, you may need to 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 Shift 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 hard disk, but out of the System Folder).
- the GlobalFax Personal folder (if you need your Fax addresses and log, you should make a copy of the GlobalFax Addresses and log files onto your hard disk). Do NOT save the pref and queue temp files, since these may be corrupted and contributing to the problem.
- the PowerPort control panel in the Control Panels folder
- GlobalFax in the Extensions folder
- Fax Center in the Apple Menu Items folder.
Also remove any virus detection and security software you have running and restart your Mac and then run the Installer for the latest version of GlobalFax software, PowerPort 2.08.
If none of the steps above help, you'll need to do a clean System install and begin replacing the inits one at a time.
- do a clean reinstall your Apple system software by booting off the Disk Tools disk in your Apple system software disks. To boot off Disk Tools disk, restart your Mac and quickly pop the Disk Tools disk into your floppy drive.
Your computer will take longer to start up and the Disk Tools disk icon will appear in the upper right hand corner, with your hard drive icon appearing underneath it.
- remove the System and Finder from your hard drive startup System folder and place them in the trash. (Warning: if you have any fonts or sounds installed directly into your System file, be sure to save your System file on to a floppy or rename it and move it outside the System Folder).
- rename your System folder as Storage. Your hard drive will no longer boot by itself, so you will need to boot up onto the Install Me First or Apple Installer Disk 1 and reinstall the Apple System software from the original Apple System disks.
- reinstall the GlobalFax software and test with this new, clean system and no other inits. If you have our OCR software, be sure to run the GlobalFax installer before running the OCR installer.
- begin adding the other inits back in 1 or 2 at a time until you find the one that is causing it. Often, an init conflict can be fixed by getting the latest upgrade for the init and/or changing the load order of the inits.
If you suspect a problem with your PowerPort Bronze hardware in the PowerBook 1xx series, please try the following troubleshooting steps:
-Hold down the Shift key and restart your Mac. Keeping the Shift key down until you see "Welcome to Macintosh/Extensions Off".
-Try using a telecommunications package (such as ZTerm) to connect to a local BBS or to Global Village's BBS at 415-390-8334 (Mountain View, CA). Launch ZTerm (or your telecom software) and hold down the Shift key to manually select the port. Be sure to use a predial init of AT&F.
-Select the PowerBook control panel and change the modem port selection from internal to external and back again.
-Try using a different phone cable. Use the shortest, best quality cable you can.
-Zapping the PRAM (parameter RAM) by restarting and holding the Option, Command, P, and R keys. Keep holding all of these keys until you hear three start-up chords!
-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 you are experiencing continuous offhook or no dialtone, it may be a polarity issue. Try swapping the Red and Green wires in your phone jack or using your modem at another location (i.e., if it is happening at work, try it at home if possible).
* * *
If you complete the steps above and still can not use your modem, you may need a replacement of your hardware. If you have had your modem less than 30 days, you should return to your dealer for a new unit.
If it has been more than 30 days, Global Village will handle the replacement for you. Please e-mail all of the following information:
- a detailed explanation of the problem and what difference, if any, the steps above make
- your firmware version (open ZTerm and type in ati1 - send the 3 digit response)
- your name, address and telephone number for a Federal Express shipment
- the serial number of your modem, if available
- a credit card number to guarantee the replacement modem - nothing is charged to this as long as we receive your old modem back within 30 days.
For domestic customers, we can arrange an advance replacement for you and e-mail the RMA number to you. When you receive the new modem, place the old modem in the new packing materials. There should be an airbill included to send the modem back to us, we pay for shipping in both directions. Please do not send your modem to us without referencing this RMA number on the outside of the package.
For international customers, please email the information requested above and we'll send additional instructions.
How to get the latest version of the GlobalFax software for the PowerPort Bronze
If you have a PowerPort Bronze in the PowerBook 1xx series, the most current version of the GlobalFax software is PowerPort 2.08.
The upgrades are 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.
Enter the name and complete dial string for the number you want to call (i.e., be sure to include a 9 and/or 1 if you need it).
Enter a Predial init: AT&F for PowerPort Bronze in the PowerBook 100
Select the desired data rate: 2400
Leave Xon/Xoff checked.
Click okay, close the Directory window and select your new entry from the Dial menu.
If you are dialing into another personal computer, you should be able to type back and forth once you have connected. You may not be able to see what you are typing unless you have Local Echo checked.
If you are dialing into a BBS or main frame, you should see instructions from the remote service once you have connected.
When you are ready to send files, select the File menu and select Send Files Zmodem
Select the file(s) you want to send and click Add.
When you have selected all of the files you want to send, click Send.
When connecting to a main frame or BBS, you may not be able to upload/download using this method . Please contact the Sysop department for the service you are calling for additional instuctions on uploading or downloading software and/or files.
If you would like to use our BBS for testing, the number is 415-390-8334.
We recommend using the shortest, highest quality phone rj11 phone cable you can. Try swapping cables.
Having other devices, including phone extensions, on the line can degrade the line quality. For troubleshooting purposes, try disconnecting any other devices you may have on the line. If this helps, begin plugging them back in one at a time until you find the device that is causing the interference.
