Modem Failures

While a modem isn’t core equipment in the way that a CPU or motherboard is, it’s become important to business, home, and school users simply because users want and need access to the Internet. A modem is the most common way to do that through the PC. So let’s take a few moments to discuss the serious problems that you might encounter with modems.

Modems are one of the most frequently replaced components in a PC—and not always because they’re broken. Instead, the difficulty with which some modems are configured—or respond badly to your attempts to change their configuration—cause many people to decide they just can’t deal with a modem problem in any other way except to replace it. What they don’t realize is that the next modem may be even more challenging to get working properly and at the same speed.

But if defective modem hardware isn’t responsible for all modem failures, what is? The list is long—with many items on it tying back to the difficulties of modem configuration—and includes

  • Using the wrong driver for your modem

  • Using the wrong driver version for your version of Windows

  • Improper connection of the phone line or satellite/cable/DSL high-speed connection cables/hardware

  • Failure of the support software for the service, such as corrupted Dial-up Networking in Windows or misconfigured high-speed provider software

  • Resource conflicts, where the same resources used by the COM port providing communication with the modem are being used by another device in your PC such as a sound or network adapter

For these reasons, it’s important that you cover the following bases as you troubleshoot an apparent modem failure:

  • Obtain and install the latest driver available for your modem and operating system version.

  • Verify the phone/high-speed access connections using your documentation (and by a call to the provider, if necessary). In addition, make sure that there is “live” service (a dial tone on that phone line, or a live cable, satellite, or DSL feed).

  • Make sure you’re using the proper software (and the correct version of it) for the type of connection you’re trying to use, and verify through your provider that it is configured correctly. (This information is often available at a provider’s web site.)

  • Check Device Manager for devices with a yellow exclamation point or red X mark; they could be the source of the conflict with the modem’s COM port. Resolve them using the techniques discussed in Chapter 6.

Before discussing the use of the Windows diagnostic tool with a modem, remember to use the resources for understanding error codes discussed earlier in this chapter. Table 10.1 in the next section lists the most commonly reported modem problems and what you should do to try to resolve them.

Table 10.1: Common Modem Issues and Their Solutions

Modem Issue

Troubleshooting/Solution

Could Not Open Port error.

This is usually the result of a conflict between devices. Use Device Manager to look for conflicts between the COM port used by the modem and another device. Also, a communications program—such as America Online software or other software—loading in your Startup folder could be opening the port and then making it unavailable later. Remove such programs from Startup.

Modem fails; gives errors after a Windows upgrade

Locate and install the latest driver available for your modem for your version of Windows. If you’re using a high-speed modem, check with your provider. You may need to reconfigure your high-speed setup or install new utilities based on your upgrade, and you may be unable to use your Internet service until you do so.

Modem was installed but disappeared

This is most apt to happen with Winmodems. Check Device Manager to be sure you no longer see the modem listed. Then use the Add New Hardware wizard (available under the icon of the same name in Control Panel) to install the modem driver again. If necessary, point to your modem driver rather than letting Windows try to detect it (which you should try first).

Replaced modem; PC won’t boot

The first thing to check is the modem installation. Then make sure you didn’t loosen other installed boards and other components during the installation. Try different internal slots (if it’s an internal modem) or a different external COM port (if it’s an external modem). If necessary, remove the new modem and set it aside until you contact the modem manufacturer for assistance.

Trying to replace my integrated modem with a full modem; I only see the old one

You probably need to disable the integrated (on the motherboard) modem in the BIOS before you can successfully use the new modem. Check with your PC manufacturer or motherboard manufacturer on the specifics. Often, just removing the integrated modem as it’s listed in Device Manager can accomplish this. Then restart your system with the new modem installed.

Windows Diagnostic Testing for Modems

Windows includes built-in diagnostic testing for a modem that has been installed into the operating system. Always use this tool when you suspect a problem related to your modem. To do this, take these steps:

  1. Go to Windows Start Ø Control Panel (Windows Start Ø Settings Ø Control Panel in earlier versions of Windows).

    click to expand

  2. Double-click the Modems icon.

  3. Select the Diagnostics tab.

  4. From the Diagnostics tab, select and highlight the modem/COM port you want to test and then click More Info.

  5. A message appears on your screen telling you that Windows is communicating with your modem. When complete, a brief report appears, letting you know everything tested fine or that there was a problem. Click OK.

    click to expand

Note 

Let me remind you once again that it’s better for the environment if you don’t simply “toss” your PC or its parts into a landfill. As you learned in Chapter 3, “Prevention: Limiting Your Risks,” some of the materials that comprise your PC are pretty toxic. Users throw away so many PCs that dead PCs are being shipped to other countries to be deconstructed. Check to see whether your community has a PC recycling/collection effort that can reclaim some of the materials from your old equipment to reduce the load on landfills.



PC Disaster and Recovery
PC Disaster and Recovery
ISBN: 078214182X
EAN: 2147483647
Year: 2006
Pages: 140
Authors: Kate J. Chase

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