Thu, 10 Apr 1997 08:57:48 comp.dcom.modems Thread 197 of 344 Lines 754 Revised x2 FAQ 3 Responses support@usr.com Jim Thomsen at U.S. Robotics Greetings, Below is the most recent x2 Client FAQ. Hopefully, this will address any questions/concerns you have regarding your x2 product. If this FAQ does not answer your question, let me know. I work directly with the folks writing this document, so I'll do my best at getting your question answered. Regards, Jim Thomsen Tech Support Specialist LV4 U.S. Robotics Access Corporation x2 Client FAQ (Frequently Asked Questions) Revision 1.2 - April 3,1997 1) What products have recently been released? The following modems have been released and are available for purchase. The model numbers are as follows: 00083905 - Sportster Data/Fax external 33.6 (flash upgradeable to x2) 00084004 - Sportster Data/Fax internal 33.6 (flash upgradeable to x2) 00126504 - Sportster Data/Fax for Mac 33.6 (flash upgradeable to x2) 00178600 - Sportster Data/Fax external x2 00178700 - Sportster Data/Fax internal x2 00178900 - Sportster Data/Fax for Mac x2 00083907 - Sportster Data/Fax external 33.6 (flash upgradeable to x2) 00084005 - Sportster Data/Fax internal 33.6 (flash upgradeable to x2) 00126505 - Sportster Data/Fax for Mac 33.6 (flash upgradeable to x2) 00178602 - Sportster Data/Fax external x2 00178701 - Sportster Data/Fax internal x2 00178902 - Sportster Data/Fax for Mac x2 00117102 - Sportster Voice internal 33.6 (flash upgradeable to x2) 00178400 - Sportster Voice external x2 00178500 - Sportster Voice internal x2 000839u3 - x2 Upgrade for Sportster Data/Fax model 83903 000840u3 - x2 Upgrade for Sportster Data/Fax model 84003 The model number can be found on the same sticker that has the bar code (on the modem and on the side of the box). Sometimes, there will be a number in the lower right hand corner of the sticker. If that number matches one of the above numbers, then that's the model number. If it does not, then look at the string of characters just below the bar code. The first eight numbers are the model number. In addition, we have released the x2 upgrade code for the Courier. See question 6 for details. 2) What are the latest release code dates for the above modems? As of 4/3/97, the latest code for the above modems are as follows: 00083905 - 3/21/97 00084004 - 3/21/97 00126504 - 3/21/97 00178600 - 3/21/97 00178700 - 3/21/97 00178900 - 3/21/97 00083907 - 3/8/97 00084005 - 3/8/97 00126505 - 3/8/97 00178602 - 3/8/97 00178701 - 3/8/97 00178902 - 3/8/97 00117102 - 3/17/97 00178400 - 3/10/97 00178500 - 3/10/97 000839u3 - 3/21/97 000840u3 - 3/21/97 Courier 20MHz - 2/25/97 Courier 25MHz - 2/25/97 3) How do I figure out what my code date is? Go into a terminal program (RapidComm, HyperTerminal, MacComCenter, ZTerm, etc.) and issue ATI7 to the modem. Look next to where is says EPROM date (or Supervisor date). That is what we regard as the code date. 4) I have a U.S. Robotics Sportster modem. How do I upgrade to x2? We have created a utility called the U.S. Robotics Modem Update Wizard, which is available at http://x2.usr.com/update/. This will determine if it is possible to do a software upgrade on your modem; if not, it will give you instructions on what you should do. If your modem does support a software update/upgrade, then the Modem Update Wizard will perform all necessary actions. This utility is also used for updating the code in software upgradeable modems. x2 upgrades for eligible Sportster 33.6 desktop modems began shipping on March 31st. Customers who purchased a Sportster 33.6 desktop product after August 15, 1996 and have proof of purchase can upgrade their modem for $60 directly through U.S. Robotics (1-888-877-9896) or through a participating retailer later this month. Those who purchased their Sportster modems between November 25, 1996 and January 4, 1997, and who registered for their upgrade, are eligible for a free upgrade directly from U.S. Robotics. Upgrades for Sportster Voice and Sportster Winmodem products will be available later this month. Upgrade details can be found at the x2 Web site at http://x2.usr.com/upgrades/index.html. Due to an error by our fulfillment house, a number of customers who participated in a recent rebate program for 33.6 Sportsters were inadvertently sent a rebate denial card that stated "made out of date range" or "purchased outside of the qualified period." We are addressing this oversight immediately and are currently mailing checks and letters of apology. 5) I downloaded the Modem Update Wizard and I'm having problems with it. If the Modem Update Wizard indicated your modem was not upgradeable to x2, there are two reasons you might see this message. First, the Modem Update Wizard only supports standard Sportster 33.6 desktop data/fax modems. It does not support Couriers or Sportster Winmodems at this time. We will be modifying the Modem Update Wizard to support those modems in the near future. The other reason you might see this message is if your modem is not a Sportster flash modem. If this is indeed the case, then you should call 1-888-USR-XTWO for more information on upgrading your modem. If you're getting strange errors or the Modem Update Wizard can't detect your modem properly, you might want to try the update/upgrade a few times. If your modem isn't responding, then reset the modem either by turning it off and back on (if you have an external) or shutting the computer down and turning it back on (if you have an internal). We are constantly improving the Modem Update Wizard. It has the ability to update itself to the latest version. In the newer version, which will be available soon, the error messages are more understandable. When the newer version of the U.S. Robotics Modem Update Wizard is available, the Modem Update Wizard will download and install it automatically. This update download will take approximately 3 minutes. The newer version will also be available on the USR BBS (847-982-5092 in Directory 7), FTP (ftp.usr.com/usr/dl07) and WWW (x2.usr.com/update) sites. 6) I have a U.S. Robotics Courier analog modem. How do I upgrade to x2? We have released the SDL file that will upgrade your modem to be x2-capable. That file is located on our BBS (847-982-5092) in Directory 5 with the name USRSDL.EXE (if you have a 20MHz model) or USRSDL25.EXE (if you have a 25MHz model). It is also available in the USR Forum on AOL. Once you flash the modem with that code, read the README.DOC that was in the USRSDL.EXE file for instructions for enabling x2. For more detailed instructions, take a look at question 17 in this list or take a look at http://x2.usr.com/upgrades/index.html or http://totalservice.usr.com (use a "guest" login), or call 888-USR-XTWO. Pricing information available at the above WWW address and some details are in question 8. Please note that the x2 enable key for the Courier can not be used with Sportster modems. 7) I have a Megahertz or Sportster PC Card (PCMCIA) modem. How do I upgrade to x2? Upgrades will be available for the Megahertz XJ1336 PC Card Modem and SportsterSP1336 PC Card Modem in late Spring of 1997. See http://x2.usr.com/upgrades/index.html for more information. 8) How much will the upgrades cost? The upgrade for eligible Sportster 33.6 desktop products to 56K x2 Technology is $60. For more details on the upgrade program, visit our web site at http://www.usr.com/x2. Anyone who purchased a Sportster modem from the below list after August 15, 1996 can upgrade their modem to x2. Please note that Sportster Vi (DSVD or non-DSVD) are not upgradeable to x2. Sportster 33.6 Faxmodem External #839 Sportster 33.6 Faxmodem Internal #840 Sportster 33.6 Faxmodem for Macintosh #1265 Sportster 33.6 Voice Faxmodem External #1172 Sportster 33.6 Voice Faxmodem Internal #1171 Sportster 33.6 Voice Faxmodem for Macintosh #1141 Sportster 33.6 Winmodem #1125 (upgradable to x2 regardless of purchase date) U.S. Robotics ran a free upgrade promotion from November 25th, 1996 through January 4th, 1997. Customers who purchased a Sportster 33.6 Faxmodem during this timeframe, and have proof of purchase, as indicated in the promotion at retail and in advertising, will receive their free upgrade and pay only a $7 shipping and handling fee. Users with software upgradeable modems do not have to pay the $7 s/h fee. Again, we ask customers to contact 1-888-USR-XTWO to arrange for free upgrades. Due to an error by our fulfillment house, a number of customers who participated in a recent rebate program for 33.6 Sportsters were inadvertently sent a rebate denial card that stated "made out of date range" or "purchased outside of the qualified period." We are addressing this oversight immediately and are currently mailing checks and letters of apology. The upgrade to x2 for Courier analog modems is available for $60. If you own a Courier there is no cut off date for upgrading. If you registered for the free upgrade before February 28, 1997, then you should have received an x2 enable key via email. To purchase an x2 upgrade for a Courier analog modem, please call 888-USR-XTWO. 9) I registered for the free x2 upgrade for my Courier and I still haven't received my enable key. If you have not yet received the key, then you can call 888-USR-XTWO to inquire about the status of your key. 10) I heard something about a utility called Linetest. Where can I find this test and information about it? I want to test my line before I buy a x2 modem. Line Test is a utility U.S. Robotics has developed to test your line for x2 compatibility. Visit http://x2.usr.com/connectnow/linetest.html for instructions on how to perform a Line Test. There was a client utility that was shipping with early versions of the Sportster 56K Connections CD. Please use the new test as it is much more reliable. Important Note We've taken great care to ensure that LineTest reports accurate results. However, due to the complexity of the diagnostics LineTest performs, we can't guarantee 100% accuracy. We'll improve and enhance LineTest as your feedback rolls in. 11) How do I know if x2 is enabled in my modem? Note: If you have a Courier, after updating the firmware in your modem and enabling x2, you must reset your modem. To reset your modem, turn it off (or turn off your computer if you have an internal), wait a few seconds, then turn the modem back on again. An easy way to verify that x2 is enabled in your modem is to use the ATI7 command to display the Configuration Profile screen. In particular, you should confirm that x2 is displayed on the Options line. 12) I have an x2 modem and I'd like to know where I can connect to get x2 speeds. We have released final code to our ISP partners, and they are actively testing and deploying. More than 160 ISPs in more than 500 US and Canadian cities now have x2 POPs on their networks, and we expect more to come online each day. More than 500 total ISPs have already committed to supporting U.S. Robotics' x2. Check with our web site at http://x2.usr.com/connectnow/index.html for a regularly updated listing of available ISP's with x2 POPs in their networks. If you are an AOL member, then you can go to keyword "x2" for more information. Also, the USR BBS at 847-982-5092 supports x2 connections. 13) I have an x2 modem and I'm calling into an ISP that supports x2, but I'm not getting an x2 connect. Our research shows that the vast majority of telephone lines in North America support x2 connections. However, due to unusual telephone line configurations, some users will not be able to take advantage of this technology. It's important to remember that your line conditions may change, so you may be able to make x2 connections in the future. To make sure that you can achieve x2 speeds, please perform the following tests: a) First, make sure your modem supports x2. On the Sportster/Courier customer end, you can verify that your modem supports x2 by going into a terminal application (RapidComm, HyperTerminal, MacComCenter, ZTerm, etc.) and issuing ATI7 to the modem. If the Options line has x2 on it, then your modem supports x2. b) Then, make sure that the number you're dialing is an actual x2 server. Some ISPs may have a combination of x2 and non-x2 servers. You can do this by contacting your ISP/Online Service and ask them about x2 availability. c) If it is an x2 server, you might want to try calling it a few more times. Remember that the phone company routes each call in a different fashion. d) If you've called into it multiple times and never gotten an x2 connect, then you might want to call a different x2 number. The USR BBS at 847-982-5092 has x2 servers attached to it. e) If you do get an x2 connection on the USR BBS, then there may be something between you and your ISP that is preventing an x2 connection from being negotiated. You might want to contact your ISP and see if they've been getting reports from other customers. f) If you do not get an x2 connect to our BBS either, then your line might not be capable of supporting x2. If that's the case, then see the next item in this list. g) If you are experiencing consistent problems with x2 connections (not getting an x2 connection, abrupt disconnections, etc.), then you can do one of two things. First, you can take a look at the "x2 Requirements - Technical Details" section below and determine if something in the your line configuration will prevent x2. Or, you can call USR Technical Support (for Sportsters - 847-982-5151; for Couriers - 800-550-7800) or send email to support@usr.com with 0000 (that's four zeroes) in the subject. Before you contact support, please dial into the USR BBS or another x2 server with a terminal program (RapidComm, HyperTerminal, MacComCenter, ZTerm, etc.), wait one minute then send +++ to the modem. When the modem says OK back, send ATI4I6I7I11Y11 then hit return or enter. Then type ATH and return/enter to hang up. Keep all that information available when you contact our support department. For more technical information on this, take a look at question 16 in this list. 14) I'm getting an x2 connection, but it's not at 56000. Why? First of all, an FCC regulation prevents all devices attached to the telephone network from exceeding a certain power output. As a result, we have had to scale back the output, which has a direct effect on the speed at which we can transfer data. Currently, we have the server modem limit set to 53333. This does not mean that people will not be able to hit the higher speeds; it just decreases the likelihood of it. Secondly, there are many factors that can influence the connection rate and the speed at which you transfer data. Even though one end of the connection is purely digital, there are things that can hamper an x2 connection, while not necessarily preventing it altogether. Essentially, the qualities of the phone line play an essential role in the speed of the connection. Again, if you're seeing serious problems with x2 connections, you can follow the instructions in question 9, section g above. 15) I have a Courier modem, I have flashed the modem to the x2 code, enabled x2, and reset my modem, but I'm not getting an x2 connection. A helpful troubleshooting approach is to use the ATI11 command after a connection to view the U.S. Robotics Courier V.Everything Link Diagnostics screen. In particular, you are looking for the information displayed in the x2 status field. In this field, if x2 failed, you will be able to read a message explaining why. Potential messages and your meaning are listed below: x2 disabled on local modem This means that the user has set the s-register disabling x2 on the Courier V.Everything. 3200 baud disabled on local modem This means that the user has set the s-register disabling 3200 symbol rate on the Courier V.Everything. Remote modem is not x2 This means that the modem the user is calling (or is answering from) is not an x2 modem Multiple CODECs in channel This means that there are multiple Analog to Digital conversions in the network (phone lines); x2 does not work in this situation. Remote modem is not a Server This means that the user has called another x2 client modem. Channel will not support 3200 baud This means that the channel is not capable of supporting 3200 symbol rate. This is a requirement for x2. Channel is x2-capable but feature not installed This means that the user is calling an x2 server and the line is good, but the user did not install the x2 feature (i.e. I7 will not show x2 under Options.) This is a powerful debugging tool which should help you determine why you were not able to establish an x2 connection. If you need assistance troubleshooting you can contact our technical support hotline at 800-231-8770. 16) x2 Requirements - Technical Details: x2 is a new technology that utilizes the telephone system in a way that has never been attempted before. However, as a result, it has some requirements that were unnecessary in previous speed technologies. There are three primary requirements for x2 speeds to be achieved. They are: 1) Digital at one end. This end is where the x2 server lies. The digital line servicing the x2 server must be an ISDN PRI, ISDN BRI or a "trunk-side" T1. This item is taken care of by the ISP/Online Service. Simply asking your ISP/Online Service if they support x2 will be good enough to verify this requirement. 2) x2 support at both ends. In order to achieve x2 speeds, both ends of the connection must support x2. In other words, you must have an x2 modem (called an x2 client) on your end and your ISP/Online Service must have an x2 device on their end (called an x2 server). To check for x2 support on the server side, talk to your ISP/Online service about x2 availability. 3) One analog section. This is the section most relevant to you. In almost all residential homes, the phone line going into your modem or phone is analog. But, that doesn't mean that it is all analog to the CO (Central Office), which is a very important aspect. Take a look at the below diagrams. a) Home----<-------CO-----<------CO------<-----ISP/Online Service analog digital digital DAC This configuration, where there is one digital to analog conversion (DAC, also called a CODEC for COder DECoder), is the most common. There configuration will allow x2 to function, since there is only one analog section. b) Home----<-------Box-----<------CO------<-----CO------<-----ISP/Online Service analog digital digital digital DAC This configuration, where there is one digital to analog conversion (DAC or CODEC), is less common than diagram a, but will still allow an x2 connection, since there is only one analog section. In this one, there is a box somewhere in the neighborhood of the home that does the ADC. This configuration is sometimes referred to as an IDLC, or Integrated Digital Loop Carrier. c) Home----<-------Box----<-------CO-----<------CO------<-----ISP/Online Service analog analog digital digital DAC DAC This configuration is again less common than diagram a, has multiple CODECs and will not allow an x2 connection. In this one, there is a box somewhere in the neighborhood of the home that does the DAC, but then it does another one to provide analog lines to the CO. This configuration is sometimes referred to as an UDLC, or Universal Digital Loop Carrier. As you can see, this configuration has two analog sections. All of these configurations are perfectly acceptable from the standpoint of the phone company, since phone lines were primarily designed to carry voice transmissions over their wires. The last two configurations demonstrate methods by the phone company for providing analog lines to a neighborhood where they might not be able to run enough copper wire to provide all the necessary phone lines. After determining your line is capable of x2 connections, there are other things that can hamper x2 connections, either by reducing the speed capable or reducing the number of times you actually achieve an x2 connection. Some such things are: a) Load coils - These are primarily in long wire lengths to improve the quality of a voice call. They will not necessarily prevent x2, but they can reduce the speed of your x2 connects. b) Pads - These come in primarily two forms: digital and analog. Both types are used to balance the volume between different lines, so that the volume of the voice call is the same on both ends and within a reasonable range. With a digital pad, the digital data is manipulated to adjust the volume. There may be a reduction in x2 speeds with this, but it shouldn't prevent x2 connections. With analog pads, the digital data is converted to analog where the volume is adjusted and then converted back to digital. This will prevent an x2 connection since there is more than one analog section in the path. c) Wiring in the home or in the phone companies area can also hinder x2 connections or speeds. If the lines are old and/or subject to a lot of interference, then that could reduce your x2 speeds. 17) How do I upgrade my Courier modem? Upgrading your Courier modem to operate at x2 speeds is a three step process: Step 1: Verify that your modem hardware configuration will support x2 Step 2: Upgrade your system firmware Step 3: Enable the x2 feature key Each of these steps is described in more detail below. Step 1: What Options Are Available to Me if I’m Among the Few That Needs a Hardware Upgrade to Utilize x2? For most Courier owners, upgrading to x2 will be a two step process. First, firmware supporting x2 must be downloaded to the modem. Second, you dial a BBS to configure the x2 security feature and enable speeds of up to 56kbps. No hardware upgrade is required. For some older Courier models, a hardware upgrade or exchange may be required. If you have a Courier I-Modem, or a Courier V.34 modem you will not need any type of hardware upgrade. Your modem can be upgrade to x2 with the firmware flash and key enable only. If you have previously upgraded your daughterboard to V.34, you also will be able to upgrade your modem with a firmware flash and key enable. If you are not sure if your modem is V.34, you can check the clock frequency. An easy way to do this is to use the ATI7 command to display the configuration profile screen. In particular, your are interested in seeing what is displayed on the Clock Freq line. If the Clock Freq = 25Mhz then the modem is 25Mhz, and is flashable. If the Clock Freq = 20.16Mhz and options DOES include VFC, then the modem is 20Mhz, and is flashable. If the Clock Freq = 20.16Mhz, but options DOES NOT include VFC, then the modem is a V32terbo and therefore requires a daughterboard upgrade. If the Clock Freq < 20.16Mhz, the modem is not flashable and will require a Trade-Out. How Do I Obtain a Hardware Upgrade If I Need One? If Your Modem Requires a Trade-Out: Call U.S. Robotics at 800-231-8770 and select option #3 for "other," then option #5 for "order parts or upgrades" to order a modem trade-out. Orders can be billed to a credit card (Visa, Mastercard or American Express). After receipt of an order, U.S. Robotics will mail to you a detailed letter with the description of the process for obtaining your trade-in. IMPORTANT: Please do not mail any modems to U.S. Robotics until after you receive the instruction letter. Your new modem will be x2 enabled. Note: Requests for trade-in outside the U.S. and Canada must be referred to the local U.S. Robotics office. If Your Modem Requires a Daughterboard Upgrade: Orders can be placed by calling 1-800-231-8770 (Monday through Friday, 7:00 AM to 8:00 PM CST USA). Select Option #3 (additional options) then Option #5 (order hardware upgrades). Orders can be billed to a credit card (Visa, Mastercard, or American Express). After placing an order, you will receive a daughterboard upgrade kit in the mail. Note: Requests for daughterboard upgrades outside the U.S. and Canada must be referred to the local U.S. Robotics office. IMPORTANT: After obtaining your daughterboard and installing it in your Courier modem, you will need to update the firmware on your modem and configure the x2 security feature to complete the upgrade to x2. Products registered with U.S. Robotics prior to February 28, 1997 are eligible for a free x2 upgrade. The vehicle for registration is the Courier x2 Upgrade registration page on the web (the address for this site is http://totalservice.usr.com/x2/). The free x2 upgrade covers the firmware update and configuring the x2 security feature. If the modem requires either a trade-in or a daughterboard upgrade, this must be purchased even if the owner registered for a free x2 upgrade. Step 2: How Do I Upgrade the Firmware in My Modem to the Version that Supports x2? The quickest and easiest way to access the Courier x2 firmware is from our TOTALservice Online web site, at http://totalservice.usr.com. If you have not yet registered at the site, please take a moment to complete the user registration screen. If you prefer, you can also enter the site as a guest. After registering, following the instructions on the main display to guide you to the location of the Courier x2 firmware files. If you prefer, you can also download Courier x2 firmware from the U.S. Robotics Bulletin Board System (BBS). The BBS telephone number for this purpose is 847-982-5092. If you are unfamiliar with using a BBS, we recommend that you use any one of the commercially available communications software packages that support Z-Modem. Some Courier modems shipped with communications software packages (such as QuickLink or RapidComm) which could be used for this purpose. You will also require a modem and an analog line. Following are step-by-step instructions for downloading code from the BBS. Dial the BBS. You will be prompted with the question DO YOU WANT GRAPHICS?. Type Y for Yes, or N for No, and hit enter. You will be asked to enter your first name. Type X2 COURIER and hit enter. You will be asked what type of Courier modem you have. Options include V.Everything, External I-Modem, or Internal I-Modem. If you have a V.Everything modem, you will also be asked about the clock frequency of your V.Everything modem. Based on your responses to the questions, the system will start to send the appropriate file to your PC, using Zmodem as the transfer protocol. After the transfer is complete, the BBS will terminate the connection. When the BBS connection is terminated, you will find the file that the BBS downloaded to you on your computer. The file will be located in whatever drive/directory that you specified in setting up your communications package. Step 3: How Do I Configure the x2 Enable Key? You will need your x2 enable password to complete the upgrade using the BBS. If you registered for a free x2 upgrade prior to February 28, 1997, the x2 enable password will be sent to you via electronic mail. If you did not receive your enable password via e-mail, you can call 888-USR-XTWO (888-877-9896) to obtain your enable password. If you purchased x2 after February 28, 1997 by calling 888-USR-XTWO (888-877-9896), you will be given your x2 enable password over the telephone. To enable the x2 security feature, call the BBS at 888-877-9249. Please use the login X2 UPGRADE when accessing the BBS to enable to x2 security feature. This will automatically send you to the x2 registration application. You will be prompted to enter you x2 Enable Key. After successfully completing these steps, you will need to reset your modem by turning it off, waiting a few seconds, then turning the modem on again. If you have difficulties using the TOTALservice Online website or BBS, you can contact our technical support hotline at 800-231-8770 for assistance. How Do I Obtain an x2 Enable Key? Customer who register for a free upgrade will be contacted via e-mail with information on how to implement the x2 upgrade, including their x2 enable key. Questions regarding your registration can be directed to 888-USR-XTWO. Questions regarding a corporate registration can be directed to 800-231-8770 (option #5, x2 support). After February 28, customers can purchase an x2 upgrade enable key. The key will cost $60.00, and can be billed to a credit card (Visa, Mastercard, or American Express). After February 28, 1997, U.S. Robotics can also process requests for upgrades to large quantities of modems for a single customer. Customers interested in a bulk upgrade can fax your requests, along with a valid purchase order, to the x2 Program Administrator at 847-342-6744, or can call 800-231-8770 (select option #5, x2 support). 18) Where can I find more information on x2? You can take a look at our x2 White paper at http://x2.usr.com/technology/wp.html and also look at another x2 FAQ at http://x2.usr.com/faq.html. You can also just browse around http://x2.usr.com for more information.